shall we get started Zach absolutely awesome well thank you all for taking the time uh to join the uh impact Academy webinar and today we're going to talk about taking control of your platform Health um through instance Observer uh for guided impact before I uh jump in do our Safe Harbor slide uh notice for forward linking statements may be uh shared here um but most of the demo is going to be live functionality currently available to all Impact guided customers um so I'll go through the agenda and a few other housekeeping slides um but looking forward to demonstrating instance Observer for you uh today uh this is a monthly webinar series um there are an array of topics across platform Health product adoption U as it relates to service now capabilities value um and other impact related topics that are hosted again on a monthly basis um if you use this QR code or check out the community you'll be able to the full catalog of upcoming events and go back and watch any of our um prior events that are recorded and posted to the impact Community page few housekeeping um we do have Q&A at the uh end of the session um but if something's on the screen um and you have a important question don't hesitate to ask um Karen is here she's a fellow outbound product manager um for impact and she's going to help um share questions and make sure they get answered um this will be recorded um and posted to the the community um after today's session um and hopefully you'll have some time to fill out the survey um hopefully this content um and the session overall is Val valuable for you um and you'll attend a few more so jumping into things um I'm going to go into a quick overview of what instance Observer for guided is um and then again like I said I'm going to pull up instance Observer and give you a demonstration um of what the experience looks like and how it could help you in the management of your platform form um but first I want to start with a quote from Jeffrey Moore um it was really at the center of of thinking about instance Observer and what it means for our customers you know without appropriate data you are blind and deaf and in the middle of a freeway so what we're going to show you today is a ton of telemetry around your instance performance uh Telemetry um and hopefully give you insights and guidance um on how to effectively address issues when they arise on the platform and be proactive in that management a few years um we were engaging with a array of customers across each of the personas so administrators platform owners Executives and and devops um managing and leveraging service now for their digital transformation and when we were talking to them about platform health and platform Performance Management we began to see three themes um and it really came into the lack of visibility around instance performance Telemetry um and really understanding how you're performing real time and then at times that would result in you know end users being impacted um and the lack of confidence in pushing Innovation um especially when you're doing things quickly you want to make sure that you know you are performing um a high quality and being able to push Innovation at speed and what we were noticing was without these insights that you know there was a concern around technical debt accumulating on the platform so we began to look internally and understand what data could we make available and how would we do that to really Empower a customer to manage their service now platform um in a self-service manner um and really have the insights required to manage a platform effectively so that's where instance Observer um you know really started wanting to provide multi- instance visibility not just your production instance you know as you're making changes um and you're doing things in lower environments how can we make it very easy for you to identify potential performance concerns in a lower environment so as instance Observer out of the box is going to provide you full stack uh visibility for each of your instances um and then as we unlock the Telemetry with an instance Observer providing you with some instance metadata you know that's associated with those Telemetry types so you can really understand where and what on your instance um is resulting in the performance uh results seen with an instance Observer then we also want to provide in an off instance um application and there's a few benefits for this one in the scenario where your instance is not accessible you still have access to instance Observer as long as you have access to the internet and it's also managed and provisioned by service now so this allows you um to always get the latest and greatest Innovations we release quarterly and it's agnostic of your family release on instance so again you're always getting the latest greatest and having the ability to use those functionalities when we release them and then lastly it's not just real-time access to the data um the historical Insight so you get up to 45 days historical um so you're really able to see Trends over time and understand how your instance and users behave um and interact with the instance so when we began to build out instance Observer um and we piloted with a handful of our customers we went back to them with the same questions um and we had you know those same themes kind of shifted you know they did have visibility and do have visibility into their instance performance now they're able to validate and lower environments before pushing to production so that they can deploy confidently um not impact any of their end users um and innovate faster and then lastly it's really the red the reduction of tech debt so we're no longer accumulating it on the platform and able to leverage instance Observer to help address some of the areas of concern on the platform and then from a guided perspective it really comes down to surfacing this Telemetry in a few different ways and the first is the reporting module um there are a few preand reports that provide a dashboard like experience um and in a few clicks you're going to be able to see you know instance Telemetry and an aggregated manner um in addition to some underlying Telemetry Associated to um your database um and Associated tables and this is nice too from an operation standpoint again it's a few clicks and you're able to visualize you know the overall health and how things are changing day over day and week over week and then to really unlock the Telemetry um and really dig in uh the performance module is where you're going to be able to look at those 90 different Telemetry types and that number continues to increase release over release um but again you're going to be able to visualize those metric types um for each of your instances um and up to 45 days of historical data um associated with them and I'll show you some of those here in a moment I'm going to go ahead and pull up the demo experience uh the demo experience I'm sharing here um is only going to show one instance but you know I continue to emphasis emphasize that U this is a multi-instance application so you'll be able to see all of your production and sub production instances so starting here um at the impact portal um you know if you're an existing impact customer this really is your control tower for your service now journey and there's a lot of different components um that you leverage here within the impact portal but for today's demonstration I'm going to focus on the platform Health um area of the impact portal and specifically the monitor tab this is where you'll go to access instance Observer and here within the portal we pull in some highle Telemetry um and kpi is associated with your production instances U but to access instance Observer you're going to want to go to instance Observer itself which again is an off instance application Standalone so as long as you have access to the internet you have access to instance Observer and upon logging into instance Observer um you're going to see your full instance stack again this is a demo environment only showing one but you would see each of your instances associated with your account some high level kpis around your database um your transactions and some of your response times um your current instance availability cluster details associated with each um and then any monitoring alerts that I've triggered in the last 24 hours these monitoring alerts are in place on the service now side um separate of instance Observer um instance Observer simply surfacing those here within the user experience but now thinking about the Telemetry and before I show you anything I want to just show you the help tab which if you go here and look at the metrics overview and on the right side you're going to be able to see all the different Telemetry that's available within instance Observer and we try to do our best to provide a good metric definition and then in the scenarios where it's applicable to troubleshooting um provide you some guidance on on what that could mean from a troubleshooting perspective so as you and the team are looking at it and analyzing it you can understand what impact um it may be having on your instance and how best to resolve it um jumping into the reports module this is where you're going to be able to select some of our pre-and reports and we currently have three available we have the Del performance metrics report the encryption report and the database growth report uh the database growth report does a really good job of surfacing you know your primary database um Telemetry the size and then what are your top tables um takes a few seconds to load as it looks at your full instance um but I'm also going to show you a similar view in the performance module where you can really go deep into some of your database and table Telemetry associated with an instance so you can see here to see the size um what does the database size including shards look like and then again what are your top 20 tables um on an instance but again I'm going to show you a really cool chart in the performance module that goes a little bit deeper into this Telemetry um the other one again this is a really good report from a operation standpoint you know a daily view into the instance health and how's that looked over you know a period of time um select this again select your instance um then when you generate this report you're going to see some high level kpis um and thresholds associated with uh note availability your standby lag response time and your database response times we have some hard thresholds anything above these thresholds um you know especially as they start to collect in aggregate over a period of time um it will bring you know you want to bring it to your attention and that's what the color um the color coding shows so anything more than five gets flagged as red and in a few moments I'll show you how you can go into the performance module and really look at at those uh metrics and see where those anomalies were occurring and then again look at some of that underlying metadata that points back to jobs and transactions on the instance continuing down um in the health indicator section um now we're looking at some of your slow transactions queries long running jobs um what does that look like over a 30-day period of time and those averages and then how does how do the last two days look from a 24hour period um over the last two days um so everything looks good below the averages overall mov well um and operating as expected and then we also surface you know over that 24-hour period of time what are your top 10 slow transactions slow queries um and then also any long running jobs um so again really good sanity check from an operation standpoint takes a few seconds to come in and just see how the instance has been performing um before I jump into the performance module I wanted to demonstrate the availability functionality um the first one being the instance availability and this is is going back to your data centers um regionally where are they sitting amongst our data centers um globally um and the availability of them um quick view here with an instance Observer then the monitoring alerts I touched on those on the homepage um and the homepage shows you the last 24 hours if you look in the availability section of this you'll be able to see these alerts um over the last seven days and if there's any case created we'll map back to now support um and then this new feature that was recently released is the known issues um so again trying to uh collect and show any known issues that are associated with products um and your instances luckily here there's none currently but in the scenario that they are um provide you with the known issue um where we're at in remediating it and if it's if there are any steps that you can take in the near term to begin remediation um quickly show that here um in a list view uh when there are known issues associated with your instance but the real power of instance Observer is in the performance module and I call these um you know Telemetry families and as you click in you're going to see additional metrics associated with them so in a second I'll click into the transaction response times uh chart but I want to just bring your attention to the top three um you know transaction response times database and semaphor those are you know three key metrics um that you should be visualizing within your instance um on a regular basis and you know want to making sure that you know everything's operating as expected and as you can see when you click in you'll get those additional metrics that's associated with that Telemetry family um here again it's going to be a consistent experience across instance Observer especially in the performance module select your instance select your date range um here you know as a guided customer you have access to 45 days of historical Telemetry select the metrics if you do click the uh diagnos diagnostic events I'm sorry this is going to show you on the chart overlay anytime there was a node restart or cach flush on the instance um then you click get snapshot so what this is doing at the time is pulling the Telemetry for the date range selected and in the first uh block here in a second when it loads it's going to show you your kpis over that period of time um it's looking at the mean and median of your user transactions and your server response time uh these metrics vary based on what you're doing on the platform um and how many users you have um engaging with it um so those vary from time to time and that allows you to see Trends based on your instance and your customer base as well um so as you continue through you'll see your user transaction counts um and then you can also see some of the server response times and as you saw in the reports module there were some anomalies that were occurred occurring over the 30-day period selected so with instance Observer it's a simple drag and click and you're able to click and go back in time and see what jobs and transactions were running when you saw the spike on the instance when you see those spikes it does not mean that the end user was impacted it's simply showing you that there was a REV put on the instance and then here you're able to look at the jobs and transactions to understand you know what was the most likely root cause or driver behind um that rev put on the instance um I often use a car analogy for instance Observer it's a lot like the dashboard of your car how much gas do you have how hot's your engine um how fast are you going all of that type of telemetry is similar to instance Observer and how your instance is performing um and you also Al able to look at this at the instance and node level um and you're also able to download the reports um and share the URLs so others can visualize the same time frame that you had selected continuing down I mentioned the database growth um report this is the chart version of it and this allows you to select uh the date range uh that you desire and the first chart that's going to load is going to show you your core DBI size and then also some of your core tables your cmdb and your cyst table and along with task what does what do the growth of those look like over the date range selected but my favorite chart uh here is the database growth so what this does is it's always going to be at a single day and 7day period of time from a growth and growth rate perspective um but what this allows you to do is visualize all of the tables on your instance and see how those are growing um and at what rate um and the overall size as well so allows you to really manage individual tables as well and understand the size of them and and how they're growing and at what rate um as an instance Observer user I I really recommend digging into the help tab understanding all the different metrics um I often joke I don't know if anyone um is an expert in all of the different Telemetry that's available um so we do try to provide as I mentioned a description um definition and what could it mean for you from a troubleshooting perspective um and then poking around here within the the um instance Observer performance module itself because it really allows you to understand the kpis and start looking at this monthly weekly um quarterly and understand how your instance does perform um and then you can understand as you start to push new innovation um and new things onto your platform understanding what you know how the instance is impacted um and where that Source may be if it's negatively impacted in any way um so I'm going to pause there it looks like there's a few questions in the chat um and I can try to read them um yeah you wouldn't mind okay you might have answered some of these but we'll just we'll just reiterate them again um the first one that came in um from Jose is is there any dashboard to see mid server individual health such as semaphor usage Q usage yep so that would be I'll keep my share my screen shared apologize yeah so that would be in the uh Su for section and you can see here there's a fair amount of metrics tied back it's not necessarily to to the mids server um depending on what type of the Telemetry you're looking for um but you are able to look at Q depth um semores in use um some of your AMD am um Telemetry um and then also a level of uh Integrations with some fors in use and then the Q depth as well hopefully that answers the question yeah and there's a couple questions I've seen um just folks asking how they get access to instance Observer so from a licensing perspective um and then do they need to install any plugins to see it absolutely great question um and I apologize for not commenting that when I was on the portal um as an impact guided customer you have access to instance Observer so you do need to an impact customer um and then as an impact customer um I would work with your CSM who can work with you to provide the uh instance Observer role within impact so again as an impact customer you'll have access to a CSM who's supporting um you on your journey um and there'll be a point of contact to help provide access to instance Observer yeah and then Josh just asked um does the average user have access to the help page associated with instance of Observer I'm assuming yes if they have yeah if you have access to instance Observer um I'm also working on a community post that's going to surface um the same metrics um there as well so to answer the question directly if you have access to instance Observer you have access to the help page okay then I have a little bit of a long question um uh from a customer uh it says we're getting ready to kick off a variety of cmdb CI Discovery initiatives including itom Discovery Ms in tune spoke and possibly a solar winds rest API I would be concerned with running the discovery tasks during business hours without knowing what their impact on our instance and network infrastructure to that end how can the instance Observer um help me better understand any related performance issues and what we might do to mitigate them I think I would need to to wear a certain hat there um and I'm not an expert in all of that but what I would say is with the historical a access to data with instance Observer and you have that um you have access to that historical data immediately um so it's not a burin period for that 45 days time it's always collecting and visualizing within instance Observer so you would have a good sample size obviously before any of that's happened how is your instance performed and as you begin to do Discovery um you'll be able to see based on the date of time when you know you're running certain uh Discovery related tasks and jobs on the instance you'll be able to see that impact through um you know various metric types you know server response times database um and the list may go on um there's also a few accelerators um associated with impact U and Avail available through impact I should say um that allow you to um bring a cmdb expert to the table and really go deep onto that into that topic spe specifically I'm sorry um and understand understand performance and what you should be looking for and then again layering in the instance Observer piece what metrics specifically you should look at um so I also would recommend uh looking into to the itom related um accelerators that are available to you right thanks Zach um a cou well we have quite a few more so I'm just gonna go through them are these user transaction counts mean medium from the individual browser's timing or from the data center app layer they are the uh Data Center app letterer I can pull up the exact one yeah I believe they are they are aggregate of the um they are the users in aggregate give me one second I can give you the exact definition that might not be there this next one's a juicy one are you ready for it or you I so it's the instance level um it's at the it's the instance level app um wide sum of all UI transactions okay can you schedule Auto cases to be created in service now support on threshold we configure as an impact customer we do not have that integration today uh we do have the monitoring alerts in place from a service Nows side but those are those thresholds are set and managed by service now and often generate a case but there's no self-service alerting capabilities that generate a case with now support okay um it says is there any anywhere we can see details like what is the average response time of opening request form in the SP portal or incident form in Native UI that's a great that's a feedback we've received a lot um with instance Observer uh customers uh we're actively working on some solutions for that um but that's not currently available um with an instance Observer but is something we're actively pursuing how many licenses do guided customers get for Io for instance Observer sorry I shouldn't use the acronym um yes for instance Observer guide it there's currently two seats available um or guided customers um is instance Observer for an individual using accessibility tools such as Fusion Jaws Zoom text and dragon can you repeat the question there yeah is instance Observer for an individual using accessibility tools such as Fusion I'm I'm assuming they're saying is it available um such as Fusion Jaws Zoom text and dragon um I do not know the answer to that question I think I would have a few follow-up questions um before that okay Eduardo we'll we'll get back to you on that um Beth is just asking if there's a recording yes Beth there will be a recording of this session that we can share after um are you able to set up notifications to alert one metric to alert one on metrics that rise or fall below a threshold from a impact guided perspective we currently do not have uh the self-service alerting capabilities made available um that is something we are looking at adding to the guided package but there's no timeline for when that would be made available okay and then to add on to that James wanted to say in addition to that and be able to pick metrics that matter to him or his team correct um there is a self-service capability from an alert perspective available to our advanced in total customers currently um and that allows you again to pick a metric and set your own threshold um and when that's seen within the instance um trigger a notification um okay and Brian is asking is there an impact standard comma Pro and Enterprise version and is impact included with any other module packages that's a great question that is a great question um impact is a standalone product just like if you would buy itm you you purchase service now impact um and there's three packages guided Advanced and total um so a little different than the standard Pro and Enterprise um but our packaging is guided advanced in total where can they find that information is it on servicenow.com um yeah that's a good question um I think our product doc site somewhere and then I also would recommend reaching out to your um your account team they'll definitely be armed with um additional information specific to Packaging here's another one is there any anywhere we can see details like what is the average response time of opening a request form in this did I already I think I already answered we already answered that sorry yeah yes I think I can point of clarity there um instance Observer is currently at the instance level um so it's not at you know your you know your creator workflows or your technical workflows it's very much at the instance level um we do have some items that we're exploring on the road map to to bring that to life but currently everything I showed is um at the instance level okay I think this might be the last one um customers always ask us what is the difference between instance Observer and Sprint scans great question um so Sprint scan is is is looking at the configurations and what you're deploying um in terms of like the actual deployment of code to you know in the update sets um where instance Observer is um the per performance Telemetry piece so to use a simple analogy you know Sprint scan is a lot like and I like to use a car analogy for for platform Health you know that you're going to make a change to your car um so you you see the check engine light come on you take it to the mechanic they plug it into the computer and they point to you where something is wrong um that's when you think about Health Scan instant scan and that type of Health Telemetry is very much of looking at where is something wrong in terms of a best practice config configuration where instance Observer is very much the performance of the instance so your dashboard again how fast are you going um how much gas is in the tank that type of telemetry I hope that helps I think that's it for questions unless anyone has some last minute ones they want to post awesome well thank you everyone for taking the time um this will be posted to the community um so if you want to go back look through anything um [Music] um and I think there's there's one question for looking how to find the url um Stephen could you clarify um are you looking for a link to instance Observer or yes so um Stephen are you an impact customer okay um I would reach out want to show them again just where you were yes um all good I will demonstrate that for you right now um me one second can you see my do you see the impact portal K yes I see it uh can you and Stephen apologize that we're in a webinar that doesn't allow for you to come off mute um can you confirm that you can see my screen um if so um he can he can you're in Impact uh platform Health uh monitor Tab and then if you have if you have the instance Observer role if you click actions uh you should see instance Observer um and that should take you to your instance Observer URL and then uh looks like Sam just asked a question what impact package do we need to have instance Observer um instance Observer is available to all uh impact packages guided Advanced end total I think he's um he was just saying he lost his URLs um so he's saying impact display. servicenow.com which is what's showing on yours but I I don't know if that's a demo oh yes I'm in a demo environment um I would recommend reaching out to your CSM but it it or you go to impact. servicenow.com um and then single sign on should take you to your impact portal um but if there's a challenge there challenge there I would recommend reaching out to your CSM um Patricia we will post the webinar she's just um wanting to know where where she can get access to it we'll post the webinar um after the session but I think it takes a couple days right Zach correct um but by next week it should be posted to the community um and the service now impact YouTube page okay and I I apologize I don't know if we answered this one um is the 45-day history a hard stop or can it be adjusted to 90day for specific troubleshooting efforts it's currently a hard stop at 45 days um the specific troubleshooting there's there would be you know unique conversations with support um and impact and the impact team um but out of the box it's a hard 45 days awesome well I really appreciate everyone taking the time on this Thursday um have a great day um again this will be posted to the community um and I also have a few other assets associated with um instance Observer specifically for guided um so hopefully you know you'll be able to check those out here in the next week or so as well um have a great day thank you all right thanks everybody