all right so good morning good afternoon and good evening everyone and welcome to another webinar uh thank you for being here so today is going to be another session that is part of the item visibility and Cloud accelerate Academy and uh we are really excited about today's topic because especially now that uh I am specifically on a world tour and meeting a lot of you out there and um we're going to share more details if needed afterwards we really hear a lot of you um sharing your challenges your current projects and we know that getting your uh item Journey right is essential for you and that's exactly today's point we want to make sure that you have uh the right support the right equipment in order to be successful in your item implementation Journey now today's presentation is you might be aware of is part of the live on service now webinar series and it's a very great uh sess a set of sessions for you to really learn more about our products and how can um help you really uh achieve value faster and we're going to help you with the implementation and Adoption of these Solutions you can scan this QR code right here or you can access the link that we just posted via chat now a few housekeeping items please make sure that everyone's line is muted and uh make sure to use the Q&A feature to ask questions throughout the session as it has been for the past sessions uh please uh when you're whenever you're asking questions uh feel free to introduce yourself we love to know who you are and also we're going to have a few polls as per the previous sessions so make sure you participate there it's always great to have your inputs and this session for those of you that are interested is going to be recorded and it will be available on the very same registration page that you might have used in order to be here today and in case you're going to also find the decks uh that are going to be presented uh today in there as well so three sources for everyone to know the community website YouTube the community service now Community Channel on YouTube clearly and uh this is for the videos but of course the Dex will be available on the very same Community registration page and then please make sure that as you did for the previous sessions you participate uh in the final short survey that we're going to share uh we really appreciate your feedback we are trying to work hard in order to make sure to improve these sessions so your feedback is really much appreciated now uh for those of all that you that don't know me my name is John Mario deluigi and I'm part of the amazing outbound product management team here for itm I specifically cover uh Cloud accelerator and item visibility but today with me we have another Superstar from the service now team we have Braden peado which has been with us for a long long time and please Braden feel free to introduce yourself thank you so much John I appreciate the invitation and the hosting of the session excited to talk to everybody um this morning good evening good morning everybody thank you uh for your time as well to join us to talk about some of the exciting things that we have uh within our impact offering for customers specifically around accelerators and just how those accelerators can help uh help simplify maybe your your itom journey and provide you with key resources and insights into maybe a problem that was uh not known or overlooked um so as as Deion said my name is Brad Pico my I'm a tpn that stands for technical portfolio manager here at service now and our impact team and that's kind of just a fancy way of saying that I help uh create the accelerators that our impact customers will then leverage to again really fully realize some of the value from the platform I've been with a company for about 13 years so it's been a really exciting adventure to watch everything grow from the organization uh to the product to our infrastructure uh and it's still an exciting time in that impact is still relatively young we're about two years old now here so just to say lots to be coming Lots will be coming from Impact and I'm excited to show you um some of the things that we currently have already fantastic thank you so much Braden and today we also have a great team in the background that is going to help us answer all of your questions um so uh please again make sure to use the Q&A function and uh we're going to have AR Roy and Santos providing help throughout the session now without further saying uh before I uh let you go ahead with the presentation Bren safe hardboard notice for everyone uh today uh we could potentially make some forward looking statements so uh be aware of that and that was it from my part uh I will leave you to Braden's presentation so Braden over to you sure let me go ahead and share my screen real quickly uh and thank you very much for mentioning that we do have our Taz iton pod members here on the call thank you um Santos AR Roy really appreciate your time uh here to assist with any questions that may come up uh before I get started is can you see my screen here I'm just kind of looking at the okay great so uh quick agenda a couple things that I would like to touch on is I mentioned Taz and I just wanted to kind of level set for everybody here just so we all know what that is um and then a couple of items that I want to touch on as well before talking about about some of those specific impact accelerators that I already referred to those are the specific three that we that I'd like to highlight today are uh jump start your TM jump excuse me I need to slow down jump start your CMV tune up your CMV and tune up your itom Discovery uh before we get to that though just again real quickly jumping into Taz and and what that is so who is Taz what is that what does that stand for it's technical accelerators at scale and we are just very uh one small part of impact right so by that I mean there are other benefits and advantages to leveraging the impact Service uh and we just offer what are called the technical accelerators which are really fixed scope offerings that help customers maybe improve their platform health or accelerate as I mentioned earlier the value Journey for um the specific product in this case obviously I time here those kind of come in three form factors one being jump starts uh those are more um foundational level information you know I'm just getting started with this product what are the tools that service now offers that can help me understand the challenges ahead um whereas tuneups are more the next level right there I maybe I've started on that Journey but as I've started to incorporate additional data uh sources into my seem Tob I'm struggling I'm having problems here um is is that something that service now can help me with and and those are usually categorized as what we call a tuneup and then the third last but not least is expert connect those are are very specific questions that we might receive from a customer that don't apply to an existing accelerator but we absolutely do try to funnel those into our our tuneups and jump starts as they provide just a wealth of information both resources you know follow-up resources uh but then Additionally leveraging the um the product itself and kind of working with the technical consultant to understand why this specific metric maybe is important or a specific tool is important to use on your journey as you continue down the iton road uh real quickly pull though to get us started H so as anybody have you ever leveraged uh an impact technical accelerator before uh so there's a couple of options here yes re seem to be yes or itom yes other uh or maybe you're just not familiar with uh impact and you you've not you know you're not even familiar with that and you're not familiar with the impact accelerators at all that is no problem at all just trying to gauge the room here and make sure that I'm not making some broad sweeping statements that I I assume everybody is aware with I just want to make sure that I've level set appropriately so I can take everybody along with us on this uh Journey getting some results in here the current biggest buckets are actually the last two here so uh no but I have heard of servers not impact before and uh I'm not familiar with service now impact so interesting to see those uh being the biggest ones I'll go ahead and oh thank you JN for sharing those results so we can see here the biggest um the biggest buckets are the last one and the second to last one with uh number two being yes for seem to be so some of you uh may have already seen are tune up your CNB or jump start your CNB accelerators that's great to hear and for individuals who have not uh leveraged impact or um run an an accelerator hopefully some of the information that we'll share here today will provide insights into to why the impact service package is is quite valuable to organizations as they work to achieve their business um you know objectives everybody has different objectives and that is one of the great things here is that we do have a wide uh array of accelerators that we offer to customers so obviously I'm going to go ahead and Shop stop sharing for uh the poll results our uh those were shared correctly because yeah so I can just close this go ahead and just stop sharing and move past this um so the accelerators additional accelerators the ones we'll be talking about here there are a couple and there's a little Easter egg in here is that um hun up your Sam software asset management is not actually released yet but it will be in our catalog here in about a month to uh to leverage if you know you're continuing down that journey and uh maybe struggling a little bit with specific issues uh but uh the main thing to that I'd like to draw your attention here to is the link at the bottom the impact technical accelerator catalog it will drive you to the documentation portal where you can see all kinds of information about all of our accelerators again um we are working with the iton functionality but there are all kinds of other accelerators such as jump starting your ATF if you're interested in leveraging that functionality or your AI search and things of that sort so lots of really good stuff and then again going back to we are just a small slice there are other accelerators as well such as architecture um accelerators and strategy accelerators those are run by other teams throughout the impact organization um and we really do focus in just on these specific um technical accelerators hence that name tavs one thing I'd like to go over here with uh the audience is the engagement flow of one of our accelerators this one and specifically the jump start you're seeing to be in engagement flow uh I like to share this because it is quite similar for a lot of our accelerators right so once a customer has um logged into the impact portal they have the ability to view that catalog that I just referred to and maybe they've identified jump start you seem to be as something that they would like to work with so they can go ahead and click that button click begin and that kind of starts the flow of events if you will to notify our team that hey uh we have a new engagement request here so as that happens we start to um get some things in line on our end so we'll actually start by provisioning a temporary instance for the session this is really quite handy because the main idea here is we don't want to step on anybody's toes right maybe we have active ongoing development maybe there's an upgrade that's going on right now and we just don't want to get in the in the middle of uh others as they're working to accomplish different tasks within their service now instance so we take a copy of uh the instance that you select you get to select that once you uh order the acceler and then we get the related plugins ready to go on that instance right so in the case of jump start your SCB we would really making sure that the seem to be workspace and related plugins are all up to date so that we can take a look at that functionality live on the call once we get to what we refer to as the coaching session here and that's the second step of the engagement we sit down and say Hey so uh here's what we're going to discuss uh in this case specifically we'd be talking about some of the tools that service now offers to customers to help them work within their seem to be because we all know you usually in there um remediating certain things uh but the idea is we want to automate as much as possible so that we're not spending a significant amount of time going in and um just manually updating these records the system should uh assuming we set up our guard rails a little bit um should appropriately handle that for us and allow us to more just audit here and there to make sure that everything is still flowing as we would like and I'm going to touch a little bit more on these in uh in just just a few M moments here I'm just kind of uh kind of speeding through here just to get you an idea of what the engagement flow looks like um last but not least we do have a Handover we we hand you the the keys to that temporary instance and any related materials but also there is the opportunity to ask any follow-up questions so maybe you have a question regarding any of the tools that seem to be data manager that was covered in this session you can ask that directly via the conversation record in the impact portal uh and should have mentioned the impact portal is just like any other service now instance out there right just like support and when you become an impact customer you have access to that and access to all these technical accelerators uh or you could hold what we call a secondary session maybe you want to just get the team together consolidate those questions into a Word document and then get on a zoom or Microsoft teams call and just kind of bang those out real quickly so U we don't have to kind of go back and forth over email for a while and you do have access to both that technical consultant and the temporary instance for up to 30 days post coaching session again the idea there is to really go in and understand leverage the functionality but I think I may have forgotten to say the the magic there is to see your data that's where the uh copy comes from meeting that new tool right so we could go to the developer portal we could get a um oh lost my lost one side we could get a what we call a PDI personal developer instance but that's going to be a vanilla instance entirely there's none of our configuration changes or anything that we've um work worked on right there and we'd like to see how our data works with the new tool um that we're discussing with service now a couple of things here I just wanted to mention before diving into those uh accelerators as these are very high uh very critical points is um so this slide is actually taken directly from our now learning content around Sam uh and you can see there at the bottom the health of the seem to be affects the ability of Sam to produce correct compliancy results so number one number one number one just incredibly vital is that we need to ensure trustworthy data lives within RCM Tob and that's why service now has taken efforts to create uh initially we created what we call tuneup your SE to be again we'll touch on that in just a just a few moments here I apologize I'm a little bit ahead of myself but I I just wanted to make sure that it is that everybody is aware that it is just incredibly important to have that data within the seam to be uh be complete be correct be compliant uh we don't want duplicate records in there if we have inaccurate information that seem to be than any other other of our tools our itom tools maybe itom um visibil visibility item Health those are not going to give us the expected results that we want right they're leveraging inaccurate data and so the results that they produce will be inaccurate so um just to say it one more time and hit at home we absolutely want to ensure that we have the bottom tier of this pillar uh of this pyramid set up correctly so that we have trustworthy data flowing into our seem to be and we know that we don't have a ton of duplicate CIS or a ton of uh specific CI records that are missing key information uh kind of thing one other really important thing that I don't see too often right um but I have seen it more more times than I would like um is to be very careful when you're working uh in your seem to be specifically on CIS with the around the install stateus and the operational status CI attributes right so we never want to change the the values the enumeration of the choices and we don't want to create a new choic list kind of thing if we do want to work with those there are a couple of leading practice recommendations and I'm going to jump to my temporary excuse me my actual instance in just a second to kind of give you a picture here instead of a slide is to if you need to uh update the label that's no problem you can go ahead and do that maybe we need to reorder the display sequence so that those show in The Logical order um or if you need to extend those you can uh you know you add new values at the outside at the outset of that range so what does that what does that mean here if I jump over to my instance real quickly and navigate to something like a specific server so I'm just on the C VCI server table and I open one of these records and then I took a look at the remember we mentioned the operational status and the install status if I go to show that choice list you'll see here that one is operational right and the the thing that that slide is basically saying is don't change this don't change one why is that and that's basically boils down to all the tools that we're uh that servers now has created to assist customers with managing their cmdb and having the appropriate idea of the health of their cmdb leverage this information that we know to be true so if you've come in here and set operational to two and not operational to one so all of the reports or all the dashboards that we're going to talk about uh in just a moment here one of them being the CMW and csdm data foundations dashboards well you've just flipped those on their head so they're now giving you the inverse of what you want so it's a very small change right I I could see somebody coming in here and just quickly changing this as they look to um maybe reorder this again that's that recommendation there is to if you need to you can just uh update the sequence that might be a little better way to go or to update the label if you want to make this to inuse rather than operational but just to say if this changes uh if these core values here change all of our reports our health and everything like that on the dashboard excuse me the workspace here this is the seem Tob Health um and this is the older version It's commonly referred to as the three C's completeness compliance and correctness these are all going to look at the incorrect thing um they're looking for CIS with an install status of one because we know that to be operational but again as we've made that change that's no longer true right so um we've we've made a small change that has massive uh impact across the uh service now platform uh the second poll here so how do you currently measure your SCM to be Health please select all that apply the first option the three C's as we saw in the workspace the second option are the data foundations dashboards and I apologize guys we're going to discuss these so I am getting a little bit ahead of myself here but just just kind of gauging the room custom dashboard indicators maybe you've created something more of a Home Room brot solution uh or maybe not not uh not measuring it or you know why why should I be measuring it at all in the first place sort of thing so give it just a moment for individuals to uh answer that poll it does look like the first option here the 3c's is trending to be the highest that makes sense to me as again the 3c's board uh is the oldest out there it's been around the product for the longest over the other other dashboard that I'm going to refer to um that's great to see I really like that one as well one of the things I like about the 3D 3c's dashboard is that it really gives the organization the power to say this is what completeness looks like to me serial number uh does need to be populated I'm going to make that a mandatory field when I'm populating new hardare CIT um so it really gives the organization again the and we're seeing those results now so 72% for the 3c's 44% for the data foundations dashboard really great to hear that GNA touch on that a bit too free plug-in from service now why not use it um custom dashboards 32% much higher than I would expect there but that's that's very cool to see that individuals um kind of rolled up their sleeves and said all right I'm gonna I'm gonna tackle this one and then only 9% not measuring the health of their St be and I would hope that those individuals one of the main takeaways from this session is that it is incredibly important to manage the SC to be and it's kind of an ongoing thing too it's not like I said it and forget it uh we do want to go in from time to time to make sure check our check our dashboards make sure that they are still reporting correctly so I'll go ahead and stop sharing there and then progress to so is it hang is the next slide yeah it's the next slide okay sorry I'm out of order here so the first accelerator I'd like to talk to is called jumpstart your CM Tob again it's a impact accelerator available to impact customers of the guided Advanced and total tiers there are a couple tiers within uh impact and just to say you get a little bit more with each one but um this one thankfully and the others that I'll be discussing are available to any tier so no matter which tier you are you'll have access to it and the idea here is to really provide customers with the foundational knowledge of the tools that are available from service now to help them effec ly managed there seem to be again because we don't want to be spending a significant amount of time going into manually remediate any issues but you know we will have some of that unfortunately I'm sure because that's just kind of the trials and tribulations of working to ensure we have the accurate data within our seem to be um but just to say a lot of times customers are not aware of a tool or they're not aware of the importance of that tool and so I just wanted to kind of peel back the curtain a little bit and show what that what a couple of those uh couple of that of those slides look like right so one of those is just the three key pillars of seem Tob uh ingest manage and insight so we need to bring data into the CMB whether it be via service graph connectors whether it be manual Imports whether it be another thirdparty uh solution to bring that data in and uh make sure that it's properly accounted for throughout the organization we have a we have a team that really is looking at our server records we have a team that's actively um you know taking care of all of our Network infrastructure um so the tools of this accelerator really come into the first and second uh tiers mainly I would say the second tiers of the seem to be here P pillars is manage right we we don't want to um continually manually remediate things we'd like to to to use a policy in this specific uh example to take care of that right um those policies save us time as c will full run the full operational life cycle from from procurement to Sunset eventually we'll have to retire that and and decommission it um but is it that you know Brad needs to actually log in and update the installation status of that CI to retire to continue that flow if so things are going to slow down maybe I'm out sick or something like that so we really want to Leverage The the platform to allow us to to uh to to do that I think the the third column here kind of uh excuse me the Third pillar here kind of alludes to the uh one of the points I was making before is that we really want to have that trust trustworthy data in the cmdb as we need to draw insights right from the data that we have or do we have a specific server that is generating a lot of incidents or maybe maybe we need more infrastructure for that specific service that's that's running over there so just to say again foundational trustworthy data is absolutely key when working um within the cmdb so one of the tools that is available from service now is What's called the seem to be data manager uh it is a policy-driven framework for Bulk Management of CI life cycle operations such as deletion and archival so as CIS enter your system uh from procurement to you know getting started and everything like that all the way to the end of their life cycle we would like to leverage a tool to help us manage those those CIS that tool one of those tools is called the data manager and there's a couple of policies that we can leverage here right we have retire archive delete and attestation again we're in the jump start right so we're we're covering a kind of foundational level tool level information from the service now platform um and what does that look like it does different per organization right some organizations need to hang on to information longer than others so maybe we don't want to Archive for 180 days maybe we don't want to delete for three years uh it really depends on the end user and so that why this functionality is just really handy as you're able to go in there and set what those limits are um for your organization specifically maybe they differ across the board kind of thing uh last one is ATT testation and attestation is really a test uh to see if this infrastructure is in place right so maybe we have a service and behind that service we have about 15 dependent CIS are those CIS still in place are they still operational um do they still need to be there kind of thing those are usually assigned to the individuals that own that service because they are intimately familiar with um the infrastructure right they know they're they they've seen the high CPU load alerts on the database server and things of that sort so they're the best ones to say oh we we actually made a change and we don't use this host anymore we we've cut over to here so that's one way to kind of draw attention to the fact that um everything is is okay everything is working well for this specific uh integration or uh service this is just a real quick example uh of one of those policies right so we have a name of retirement policy the policy type is going to be the main thing that tells service now what this is doing is it retiring is it archiving uh and then I really like also this needs review check box here that allows a a task to be generated once our conditional filter is met right so down here we have a condition and we're kind of looking for you know CIS that are Windows server and maybe we haven't heard from them in 90 days it's like okayy what's going on here are you still are you still operational are we still leveraging this host kind of thing that's three months that we have not uh heard from you so as long as these criteria are met in the condition we will actually generate a a task over to the group that manages that infrastructure that that group will take a look at that task maybe there's 10 CIS in there and they'll go oh yeah we we don't use three of these anymore they should not be you know labeled as they are and seem to be let's go ahead and retire those but then understand um you know what was there any loss uh in the chain there what what happened why were this why was this not picked up sooner um kind of thing I really like that functionality I think it's just handy because it gives me uh somebody with a bit of OCD just a little bit more of reinsurance that hey I'm not inadvertently retiring active CIS right I don't want to cause uh a problem by bringing down Hardware that's in use I there's kind of both bunch of problems here right don't want my my seem be to be bloated with all this data that I'm no longer using but at the same time I don't want to take action against something that is actually being leveraged for live service my customers that would uh generate a lot of incidents to our to our call desk with most of our accelerators we provide um cons some Consolidated Resources with seem to be there thankfully are a ton of resources and many of these you don't need to be an impact customer to access right the product documentation that's available out there to everybody the community is out there to everybody I believe some of the now create assets are available as well uh and I really highly recommend taking a look into some of these specific now learning courses as they provide the same similar information that I've kind of referred to here for um for the seem to be uh and if you crack open say that First Resource on the right the process guide you just get really granular information into like things like the seem to be R ACI right who's accountable for this specific portion of the seem to be setup process who's responsible who needs to be informed uh and this all just goes back to the in Back to the theme of ensuring that our seem to be is set up appropriately so that as we move forward into iton visibility event management things of that sort we are receiving valid alerts H and and we're not um starting any false alarms or or anything of that sort I did move a little quickly through that so I'm just going to pause for a moment any questions regarding uh jump start your seem to be the next accelerate I'd like to talk about is tuneup your seem to be which again is related but the focus is shifted a bit yeah and I think maybe uh since I've seen plenty of questions I'm been answered maybe AR Roy or Santos want to call out a couple of questions that are uh may be U useful for everyone to hear yeah absolutely we can we can call out a couple of them um so uh I'll just kind of pick a couple um that kind of follow the same theme I see one just asking about whether or not the cmdb data manager has been deprecated no that's still very much alive uh the only difference is now uh the the cmdb workspace um there's a tab in there that acts as kind of like a springboard or an app launcher for the other cmdb related apps um so while the data manager can still be found in the filter Navigator by typing in cmdb data manager you can also use the cmdb workspace to get there a little more quickly if you're already in the workspace um he Santos are there any that you guys wanted to to point out and just address out loud before we continue yes uh just one I've seen several questions about the accelerators uh how to get the impact or request any of these accelerators um I just I'm going to put again the link to the um accelerators catalog those are the L links um the link to the different accelerators that we have and also I'm going to um add the uh link to the documentation uh to describe the different impact packages just to uh to get more information awesome thank you very much Roy and R and thank you for the questions as well we do have some uh get through this here uh we'll have some time for General Q&A at the end as well so um happy to answer the questions live on the call as well so uh let me on time let me Skip Along here uh tune up your soon to which I don't have the name on here um again really about understanding the health of your SE to be so where are we currently how are we trending are we improving uh the main thing that I like to say here is that um 67% of customers have increased their score there seem to be Health score six months post accelerator delivery which is really cool I think it really ties back to you know when we put those kpis front and center uh we do make a mark remarkable Improvement progress on those and again that just helps everything that's flowing through that data so all of our Upstream activities are um just improved in the in their results the data that they show because again rcmb has viable data in it healthy data in it that is a customer quote there on the side so it looks like they had a couple specific questions about their environment but then also we enjoyed just kind of looking at those dashboards as not everybody is aware of those specific dashboards I don't think I have too many slides on this yeah let me go ahead and just jump over I was going to just jump over to my uh instance here uh this is the seem to be workspace that Roy was referring to and I think he was saying on the management tab you can you can jump over here um so the thing that I really like here is that this is a free come on this is a free plugin from the service now store so you can go you can install this you do not need to be an impact customer and this runs uh like many things in service now via scheduled jobs right so say maybe I make some changes to uh hopefully improve the score of Hardware CIS with serial number uh this will automatically recalculate this being my score here uh as that schedule job runs overnight so these previously were only available via hell scan these being the metrics here that we've identified kind of grouped into best practice customization data management and itsm process uh these were only available by speaking directly to service now and having them run that scan and then export that data and hand it over to you I am all about self-service and I really like when I can enable myself to do something so I just cannot State enough please go to the service not Store and install the cmdb and csdm data foundations dashboard plugin on your instance and you'll have access to all these great tools and really this is the main meat and potatoes of that service right so as we saw with the engagement flow we'll get that temporary instance provisioned and ready to go and then what our uh technical consultants Roy and AR and Centos here will do is they'll take a look at those scores both in Hell scan and here on the dashboards and identify a couple that maybe they would like to speak to the customer about as they're seeing uh you know poor performance in that area or just something that can be improved and uh help understand okay so why is this important and then what are the steps that we can take to actually improve this metric right so the nice thing is the Playbook as as we refer to them are all Associated directly within the the uh the dashboard here and if we navigate over to the support portal these are all laid out in the same kind of way in the sense that um you know we have kind of the the problem overview what what is what are we talking about here why is this important uh just kind of saying that we we should use a serial number for all of our physical devices it's important we use it in things like the the IR right the identification reconciliation engine that we um that we discuss within jumpstart your SE to be that's a very important tool to leverage to ensure that you're not inundating your SE to be with duplicate CI we are actively checking hey does this CI exist yes okay let's go ahead and update that rather than creating a whole new a whole new CI these playbooks are kind of structured uh I I mentioned they're structured the same but what I was try trying to allude to is that they kind of consists of um Upstream causes Downstream causes you know why how do we get here what are things that that may impact me but then also the plays uh the plays being how do you fix this information and I really also like that they usually not always but they usually provide you with some sort of fixed script so if I navigate down a little bit uh this one actually tells you to build out the specific query you can go ahead and do that by navigating to the cbci computer table and then you we're going to look for installed we're going to look for operational um but some of them actually have a a script as well so this one's still telling you to Leverage The D data foundations dashboard uh but so here we have a script we can actually run that script if uh we go over to our instance again this is where our temporary instance comes in handy I don't think you're going to step on too many toes with this but this is just one more area right where um we can run that script we can uh put new new code on here and not get in anybody's way right this instance is solely for our uh understanding of the seem to be and and um what are the steps that we can take to actually improve the health of that so I've got my script uh incorporated into the instance here I just installed that again this is our this is just what the the kind of the data the dashboards are looking at install statuses one so if we've changed that to two we've including this script we we've just flipped that on its head as well it's not going to give us the accurate um accurate findings of what we would expect this script kind of organizes the this is kind of a a tough read I apologize maybe I should have run it in scripts background um but it's kind of just flagging hey you've got 111 Hardware CIS that are missing the serial number information and then it lays that information out in several different views one being by location one being by class another being by Discovery source and another being by uh the status so the idea here if we navigate back to the Playbook quick sorry the zoom bar is kind of killing me uh is to so understand what's going on here why do we have a problem so we're going to take a look at what's the discovery Source uh it looks like here class Discovery Source other automated so that's not telling me too much but the number one offender number two offender here is service now which is H service now Discovery so then I can go back to my playbook and follow the steps here to basically understand okay is it a specific pattern that I have that's just not uh pulling in the the serial number when I when I run this query uh excuse me when I run that Discovery schedule to obtain the CI you know the information from those CIS is it uh the access privilege of the account that's actually executing the the call to the server to um to get that information appropriately fed over into service now and my account doesn't have the appropriate permissions um but again the IDE so the main idea here is to really kind of use the analogy of a flashlight is to shine a light on the problem areas and and follow these steps to remediation to better understand you know why why are we having this information in our CMB and what are we what are we going to do about it how are we going to go ahead and fix this and clean it up and then last but not least there's usually a governance play here at the end I'm going to just jump uh to the end um and a lot of it does pertain to you know as as best as possible use service now base settings as much as possible Right don't want to make changes to the end degree you absolutely can I know that's kind of weird for some customers who' have been around for a while back in the day we were saying hey go at it now it's more make that change but you know make sure the intent behind it is is there for a business objective to be completed uh and then additionally governance is behind it right our organization knows that we've made this change um kind of thing it's not just Brad uh running Discovery schedules who's made a bunch of customizations um okay so jumping back to the dash the dashboards here so again there's two there's the data foundations seem to be n csdm dashboards and we would review that information with you on the call and then kind of turnue loose and let you go in here and say okay maybe I'm going to run that play or maybe I want to review the script or the Playbook or or what have you again I think one of my favorite features here is just that we've productized this uh I'm going to jump into another accelerator here as I'm I'm kind of running long on time um that has does not have that so I just want to pause for a couple questions before I move forward um with our next accelerator any any questions at all pertaining to tuneup your seam to be again which is more focused on improving the health of your of your SE to be whereas jump start your SE to be is just kind of getting started no problem if not we can we can move forward we can save those for the end it's um that's totally okay okay last but not least is the uh iton Discovery tune up your iton Discovery accelerator that we offer to again impact customers of guided advanced in total so any tier there you can leverage this accelerator and we provide an analysis of common problem areas that we that we that we've identified custom customers usually run into um during their iom implementation or maybe as they're just working with populating ingesting that information into their seem to be uh again this flows exactly as tuneup your seem to be the I would say I think I've already said this um the kind of downside or unfortunate thing here is that we leverage um not unfortunate because I love the tool we leverage hell scan the reason that's unfortunate is because customers don't have direct access to that and they would need to talk to service now to to get this scan run for them just like some of the other accelerators we provide some high LEL high level details into what is it all about what do you how you know what does this mean who do I need to bring to the table a lot of things in service now that you can kind of champion and Discovery is definitely one of those products where you need organizational tie-in you need organizational tie-in and buy in you need to have across the board individuals supporting each other and feeding information back to each other to say hey we've got some CIS here and they just don't look quite right they're missing specific information right I need to talk to the Discovery administrator and see if this schedule is uh configured appropriately or if maybe it's a certain integration jmf integration and we're just not getting all of our data um we really need to have the organization as a whole moving forward to Champion this product and uh me just jump over to what I wanted to show there because it is uh again not in in product it is all done via Health Scan so when we run that scan and real quick guys I apologize I did not give too much information hell scan is a tool that service now uses to understand alignment to or excuse me misalignment to service now leading practice right so is there a problem here in the instance yes no um what is that problem that's commonly refer to as a short description where is that problem that's the source you the link here this is really nice because it jumps you directly to the record that we're saying is problematic you don't have to go uh quering around the instance and looking around trying to find certain things it's uh directly given to you and sometimes there's even I might have it folded uh Source value so um if it's a specific line in a script include or something like that that will actually be called out for you as well uh gives you some some documentation into the um the issue here so take a look at the the docs to see what's going on and then just a recommendation right so I believe there's about 25 of these currently which we are actively working to increase that would just increase the scope of the of the scan that we run on the temporary on the temporary instance um but we look for things like check SSH uh and SNMP Port probe priorities are efficient um so again we provide just like the uh tuneup accelerator for CMB we provide a um consolidated a list we have some KBS right so I want to look at Port probe oh that's cash uh I believe that's the one there and if I pull that KB up I should be able to get some information into you know which is what exactly this metric is referring to so updating the port Pro priorities for SNMP to be higher than SSH and I will say not everybody suffers from this problem right maybe most devices do actually leverage SSH but in some cases we've seen um that if we take a look at the prioritization again this is the same kind of structure of the Playbook um Upstream causes Downstream consequences um we take a look at the structure you'll see that SNMP I think it's SNMP has the higher priority so we will try the SSH Port probe first and then we'll try the SNMP and what that does is just blow I'm trying to find it I apologize for making everybody seasick here it really just bloats the discovery um Discovery log I'm scrolling right past it with a bunch of these errors again not everybody will suffer from this but that is one thing that we've identified is that well we try to um kick off a discovery schedule on a specific set of devices the priorities I don't know if I have it open still those priorities I do not and I apologize for clicking around so much um I guess I could just go to it those classification priorities right so if I look at SSH or SNMP are uh three and two so SSH will indeed kick off first but we know that a majority of our devices actually communicate over SNMP maybe we want to invert these maybe we want this to be two and this to be three excuse me the other way around so that we don't have a million errors kind of generating every single time uh we look into Discovery and a couple other things there so Discovery and service mapping plugin should be updated right we want to leverage the most up to-date plugin of that of of that functionality so that we're getting the latest and the greatest greatest mider host should have multiple CPUs there are performance uh configurations right uh infrastructure configurations how many cores should I have uh things of that sort again that you'll find some of that over here in this document and directly on our documentation portal there's I think that's the one I'm yep referring to right there so we should have M server is a quad core processor with a speed of two blah blah BL blah all that good stuff right sorry I don't want to dig in and spend too much time specifically as I wanted to leave some time for questions at the end uh credentials with no affinities right if there if there's no affinities are we are we leveraging these are they just kind of sitting around on the instance can we purge those is this uh valuable information to have uh likely not if we are if there's no Affinity because we know that it's not being used to to log into some of our devices uh thread count should we improve our thread count to improve mids server performance um you know I don't know we need to take a look in the discovery log to see maybe we're our schedules are running long and they're actually uh failing because um you know we don't we underresourced in that specific area you will see multiple of these right this just seems this just means that we have multiple occurrences of credentials with no affinities and then mid servers should belong to a cluster that's important for when we do things like failover and anything like that that we have them uh set up correctly and um you know when we when when we have infrastructure changes kind of thing we uh we still have access to leverage those uh those mid servers and our information will still flow from our you know wherever it may be right in AWS or whatnot over into uh or our local Cloud into uh the service NY be and then I think the last one's kind of more of the same Discovery cral should should be active but yeah so the big difference here again all these accelerators are in the same vein of improving health and improving the foundational kind of pieces of the puzzle if you will that springboards you into your iton journey because we really want to make sure those are in line so that when we're running our uh Sam implementation we're actually seeing valid data right I think one of the things that's so important about the seem to be is it's it's the backbone many people call it the backbone of service on platform and that it touches so many different areas of the platform it Asset Management um itm I mean it's everywhere so again just in the same thought process of ensuring that we have accurate data in this seem to be uh we want to ensure that we've covered these specific areas that service now has identified as pivotal and could you know could impact your your organization's Journey uh as they move forward what seem to be because again we're we're trying to get to T Sam we're trying to get to um ham howw Asset Management um and and things of that sort uh at the end of the day I believe oh we do have one more here okay sorry one last poll uh for everybody which products are currently kind of top of mind for you in your organization do we have uh individuals in interested in it time Discovery maybe it time visibility things like the event management and things like that um itom Cloud accelerate uh itam Sam and ham again we do have some accelerators coming um next month for those two or you itm Cloud cost uh management let that run for a moment and then I just wanted to have a little bit of time for Q&A here on the call answer any questions that we can currently trending at the top for this poll is I Discovery iton Discovery number one iton visibility number two here couple others coming up though Sam and ham at um 53% that's great to see so be definitely be on the lookout for that um accelerator coming out in about a month here you share those results so we can all see that itom discover is in the lead yeah at 70% and iton visibility is in second place there at 65% and then just kind of going down uh the list from there so I hope some of these accelerators will uh help you on your Val on your journey on your itom journey again it's not a one- day thing it's a it's definitely a journey and it's definitely uh we want to make sure that we take the appropriate steps to land where we want to land we want to land in a situation that the alerts being served up to us on our you know maybe we're leveraging something like service operations workspace and we've got the operator Persona loaded up we want to make sure that those alerts are valid that they are they make sense you know otherwise that user that service desk user is going to look at that and go this CI doesn't exist or this CI doesn't have specific information I'm unable to perform the task at hand I know that sounds kind of small but you know just a real quick uh backstory I I did work in our uh s our site reliability and engineering team way back in the day and seconds matter in the outage situation right we want to get the service back online as quickly as possible and so by ensuring that our CNB is as bulletproof as possible it's got all the information that we need in a crisis situation that minimizes the amount of time that those service desk agents now need to reach out and per perform their own remediation tasks or their own identification right kind of like we saw the analysis play Let's get a state of the understanding of things before making any changes that has to happen on the fly during the Ser during the service outage and Interruption and it just it slows everything down it takes resources away from the active troubleshooting and so I I just really wanted to highlight with this last minute here is absolutely Paramount to have a strong CM Tob with that trustworthy data in there thank you so much everybody for your time any questions regarding anything that we've discussed here I'm happy to answer some of those yeah is there anything that Ro Santas or ar wants to bring in these last two minutes maybe one thing I think that's really important to point out and that uh it may help with some of the questions um these accelerators are not meant to be like a replacement for your partners um implementation efforts or for any implementation work you're doing with expert services for example so they're they're mainly designed to provide you with the best practices and some especially where there's a Health Scan involved as Braden showed are a bit more prescriptive than others um at the end of the day these are just kind of meant to you know for lack of better words accelerate your use of the platform kind of put some of the power back into your hands um and give you greater control over um the management of the platform in this case the iton processes and and just kind of day-to-day management of the cmdb so there is still implementation work to do that is certainly going to fall outside the scope of the technical accelerators um but again they're just kind of meant to put more um resources in your hands so that you can make the most informed decisions I hope that helps EXC excellent point Thank you right right anything else anybody okay so thank you so much Brian that was an awesome session uh the value of service now impact is clear is uh you really well explained it and thank you Roy AR and Santos for uh assisting in answering all these amazing questions and especially thank you for having attended this other uh session I'm now going to share my screen uh once again just uh for a quick reminder for you all now first thing thing first uh please make sure if you haven't done it already to enroll to the live on service now webinar series and especially if you want to see uh if if you want to watch the previous sessions of our webinar uh series specifically for visibility in Cloud accelerate Academy please make sure to scan this QR code or access the link that I just posted there in the chat and that's a very useful resource because you're going to find um uh a lot of different topics that are covered in detail with our service now rock stars that are really expert in these topics and uh many of you have uh really found value in these sessions now uh thank you all please make sure that you fill out your uh survey at the end of this session you'll be prompted out that survey and please please make sure to share as many details as you want so that we have a comprehensive feedback from your side thanks Braden uh again and team amazing session and for the next one uh just make sure that again you enroll to the live on service now webinar series and uh please note that due to knowledge 24 we don't have a plan session for May so we're just going to host one in June and uh if you want to have more details on that one please make sure that you enroll to this webinar series now uh that's it for today so thanks all for uh your great interactions again and we really look forward to see you soon thank you