welcome to Glide chat where we give you the rundown of all things service now let's talk about the now right [Music] now hey welcome to another episode of Glide chat my name is Jacob binker I'm a vice president of Professional Services here at Glide fast kind of filling in for the mayor and with us Chris T director of solutions Consulting here at GL Fest so Chris I wanted to talk to you a little bit about how you got your starting service now what was that like yeah absolutely so originally I got started in Consulting probably about 15 years ago um started in the it operations management base primarily implementing seem to be Discovery products uh event management Monitoring Solutions and that was before service now um so I've got a lot of background in that space um I actually started in the service now space you know probably nine years or so ago um so all the you know experience I had previously in the it Ops World kind of transitioned uh naturally over to service now as at that time time service now was starting to really expand the it operations product Suite adding on things like Discovery service mapping event management so that really got me into it you know about eight or nine years ago or so so since then I've been you know working on the platform as a technical consultant as an architect and then um kind of joined our pre-sale side of the organization uh and really been growing out that area as well the last few years cool and yeah as as owning the iton practice at uh Glide fast we've seen itom Discovery service mapping we've seen a lot of change over the last couple years coming up in Washington what's something that you're really excited about even beyond that you see happening in the itom environment yeah I'm really excited for a lot of the great advances that we're seeing in you know some of the core platform areas around the maturity of service mapping event management maturity with new things like the new workspaces and features that are being added to it there's been a lot of improvements on the core platform areas and adding new capabilities so one of the most exciting things I would say would be service mapping support with agent client collector so for those who don't know this is the agent that's used for Discovery and many other things in service now but officially as of Washington it is going to be available whereas before it was you know an early access that's one of the major changes where you know especially with Discovery and service mapping projects a lot of the challenges are due to credentials permissions access so being able to have another option like the agent I think is one of the most exciting things and along those lines you know we got knowledge getting ready to come up here in May what are you excited about for for knowledge I'm super excited to you know see customers have good conversations about the platform about you know the road map and strategy and what they're looking to accomplish um you know it's great having you know one central location where we've got access to you know many many great people from the customer side from the service now side from the other partners as well uh it's really just a a great Dynamic environment for everyone to kind of come together and talk about service now as a whole what are you most excited about in the Washington release you know itom or you know even outside of that when it comes to everything in the the Washington release very excited about some things that are happening around it but also in the irm and psyops areas but also recently got to see some of the things that's happening around uh Genai like the text to code uh things like that that are coming Washington and kind of Beyond some of it may come out a little bit later but just all the things that they're doing to improve the platform even some of the little things that I find probably should have been improved a long time ago but you can just tell service now is still making improvements even those little things like uh script background now putting the the code editor into script background so you can you know your code in there just you know it's really cool to see them doing those little things but also some of those really big things that they're they're really focused on you know we talked about um the ACC and not only what it can do for Discovery but also accm for monitoring or you know the other parts of the ACC and kind of seeing where that's going right that's a really they didn't just do it to solve one problem they've realized that they've created something that can solve multiple problems and it's really neat to see what they're doing there in terms of Genai what are the most exciting features that you think that can be leveraged using gen like in the it op space like where do you envision that going over the next couple years definitely see a lot of uh potential for improvement we already have machine learning service mapping but seeing that really takeen to the next level right to be able to do some other predictive uh things for you around that area to help you build out your service Maps a lot faster or even predict when things don't look right or don't seem right right to even help you ahead of time to see hey this doesn't match kind of what we've seen over a pattern of the last you know several years of you using service now to really see them uh using it to help make sure your cmdb is staying healthy you know help you with those other aspects of your cmdb and not just population one use case that I think is is really exciting is first of all being able to summarize alerts like we're seeing with you know incident records case records and then being able to apply root cause analysis on top of that right so summarizing and potentially leveraging root cause analysis through gen to help predict you know what was the actual root cause before an operator has to come in troubleshoot it those are some areas I think there's going to be a lot of advances in the platform over the next couple years yeah we're actually already seeing a lot of that in the event management on the it uh or itom health side right not the visibility side but on the itom health side seeing that event correlation and seeing some of that Predictive Analytics again to see hey you've had the same event happen you know every six months for the last six months now we've seen how you handle it now we're going to help move things along faster so you're getting it to the right Tech even faster than what you used to be able to so yeah a lot of advancements happening on the event management side I think that's the first step in the future do you think think there's a a place for Gen to help with any the remediation of those events or alerts coming into the system again yes it's it's looking at what you've done right it's looking at how you solved this the last time even if it doesn't Auto remediate it's going to look at what was done on the last couple tickets and the person who's getting the ticket it's going to say hey the last time this happened this is the steps that we're taking to resolve it right it's going to help you get to that uh meantime to resolution a lot faster not just by getting it to the right person first but again now giving recommendations as to how to resolve the issue based on past experience right yeah I think think of it like the playbooks that are available on the platform but think of it from A playbook being autogenerated from you know gen suggestions right I think there's definitely a lot of things that can be done with that type of framework and also the the ability to predict when you need to maybe make knowledge articles out of that stuff right so you can maybe get ahead of it or maybe it you know this needs a really go down problem because now we have seen it a couple times giving you other predictive things or other prescriptive things to say hey this is where we think you need to take this next yeah I think even from a knowledge article perspective that's something that could be mind from an information perspective to help build those playbooks absolutely so like I think the you know the capabilities are really Limitless if you have kind of put your imagination to it and you know see what you can actually build with it yep absolutely very exciting I think there's lots of uh lots of interesting things that could become a reality in the next you know year or two well I mean we're already seeing some of it right I mean even around virtual agent what it's able to do basically data mining your instance y right it's just taking it to the next level and finding other places to apply that data mining to other things and again we're already seeing it in in management I I guarantee down the road you'll see it in places where again you're looking at your cmdb doing Data Mining and it's helping to make predictive um you know even alerts to say hey we're seeing things trending in a certain way that's going to cause you health problems get ahead of it right that's always the thing is to try to get to where you're being proactive instead of reactive and gen is going to help with that it's taking kind of uh the anomaly alerts to the next level really is the way I see it exactly yeah so what are you most excited about knowledge this year uh really just getting back to knowledge I haven't been to knowledge in a while pre-co getting back to knowledge getting back to you know meeting with clients meeting with people who are you know working in the platform uh you know being on this side of uh the service now you know Community right I I was a platform owner before coming to to Glide fast so getting back with people that um you are working in it day-to-day hearing what types of problems they're trying to solve hearing how what problems they have solved right what are the some of the cool things they've done in the platform or with the apps to solve some really interesting business case uh issues right and understand how are they driving value for themselves internally but also where are they struggling where can we help actually come in and maybe help drive that or maybe you know hear about business uh problems and uh you know things that people are trying to solve for that we haven't even thought of right to really hear where people are are trying to take the platform and what they're dealing with and then again try to figure out how can we come in and help with that right yeah so really always love those conversations I love getting to uh to meet with people who have done some some pretty awesome stuff which I've met some pretty amazing people over the now 11 years that I've been in the service now Community um and talk to them about some of the things that they're building and some of the unique ways that they're solving their problems uh on the platform because it's just so powerful what the platform can do I think just the amount of interactions you can have in just a few days is just staggering right so getting different perspectives you know understanding different use cases challenges uh you know business business objectives helping understand road maps like there's everyone you know every organization that's there is going to have their own perspective and spin on it so it's always interesting to see you know that type of insight and how they're thinking and what and how they're solving some of these challenges as well yeah I I love the one-on-one conversations but I do also like sitting in those sessions where a client is presenting talking about you know the problem that they had how they addressed it what they did in service now and then hearing the questions from the the crowd of either similar problems or maybe different takes on some of those problems it just really helps to uh continue to feed my knowledge of you know not just the platform but the business uh problem that the platform is intended to resolve right because that's what we're here to do right is to drive value for our customers so all right well that was another episode of Glide chat you know thanks for listening everyone um you know make sure to stop by your booth at knowledge4 in Las Vegas um looking forward to seeing everyone there um and remember like And subscribe as well do you have a topic in mind that you'd like to discuss reach out to us at glidefast [Music] oh