hello everybody just going to give it a minute here before we kick off our show today and I guess while everyone's trickling in don't be shy say hello in the chat let us know where you're calling in from today hope it's as beautiful for everyone on the call as it is out here today in the New York area I think will and I have got some great weather today summer is almost here awesome seeing Carol Missouri I believe that's New Zealand Kansas City Chicago Washington La Puerto Rico Switzerland wow we've got a global audience today Global audience alrighty we will wind this music down here if you all heard that music uh you've probably never heard that song before we've got a coworker here that generated those Tunes uh through some AI software around Asset Management uh a webinar series wine so hope you all enjoyed that but while we kick off today thank you again for joining I'm Richard Chek happy to talk to everyone again here today but uh more excited is to have uh will on the phone with us so will if you want to go ahead and introduce yourself here sure hi everyone uh my name is will halum I'm an itom solution consultant here at service now and excited to talk about the intersection of itom and awesome thank you will and uh we are both promoting will who is the Godfather of the idea of drinking alcohol and having a webinar series uh he started beers with Engineers I think two years ago right um so today we are both supporting his webinar series they did an awesome live event out at knowledge this year we're hoping to be able to host one there for uh our webinar series as well maybe next year but big thanks to will for hopping on this call call today so as usual here's our Safe Harbor slide uh we may talk about forward-looking material please do not make any investing decisions purchasing decisions any of that fun stuff from there but more importantly we are here today to talk about itom and itam better together so I know um throughout our webinar Series so far we've heard a lot of interest from the community around managing a healthy cmdb why you might need that to support Asset Management so we've asked will here to help tell that side of the story today uh we're going to talk a little bit about service graph connectors and then ultimately how to use that information in our asset management solutions for Success so in the spirit of the webinar Series today uh I have sourced a local sparkling wine uh because it is similar to beer in the sense that it has bubbles and it is a a yellowish amber color uh I don't I didn't want to open it on camera today in case we had a malfunction and champagne going everywhere so uh I guess with that said yeah right I'm going to take a little I was do the five s's here and see how it is that's pretty good it's from a a Vineyard called Sparkling Point here on Long Island um it tastes I guess like a standard champagne on the sweeter side it says it's made in the style of champagne and through my limited wine research um champagne can only be champagne if it comes from Champagne France so a lot of places will um I guess make their own versions of champagne but can't call it that so not a bad wine I would drink it again on a nice hot day what do you got today will um so um in kind of deference to my uh beers with Engineers brand I'm going to actually be cracking open a Brooklyn Brewery Summer Ale which is I I have enjoyed it before and it is a nice light uh ale which can be enjoyed very easily in this hotter summerish weather awesome and you said that was from Brooklyn yes Brooklyn Brewery awesome local New York State um purveyor of fine sparkling beverages in uh busling Williamsburg and it it's as good as it always is right yes it has not disappointed so far I just discovered it um this this spring and uh it's been a it's been a go-to since since I first came across it awesome awesome and I guess let me let me wind back here for a second I'm remiss to say Michelle is enjoying some well-deserved PTO so for those who are used to seeing Michelle on this call she is enjoying a road trip across the country um I told her to in and drink some wine with us but no she is uh taking some welld deserved PTO today all righty so with that said the poll is open if you want to leave some more wine recommendations we're always happy to take and see what everyone else is drinking out there but we're gonna kind of Kick the show off today and start talking a little bit about cmdb health and how that kind of drives success on the platform through Asset Management so you know I think to to frame this here today most everything on the service platform service now platform relies on healthy core data Sam and ham are no different so when we're starting to talk about the user databases in our platform where folks are located what cost centers they're in if you're not maintaining this data as an organization you're not going to be set up for Success whether you're doing you know Incident Management uh Asset Management HR management and and having that health of that data is extraordinarily important so you know as we're starting to look at uh Hardware devices computer devices we're always assigning assets to users again that's relying on that core asset table and in my past lives I've seen you know user databases populated in multiple ways whether that's Integrations with active directory and ldap um HR Management Systems right like workday pulling in that user data there's many different flavors to start to populate your service now instances with that um I don't know will I'm sure you've seen a bunch of different solutions towards that uh any anything you want to call out on that um just that there's lots of there's lots of options we've got some great spokes that are now available where um my previous Life as a customer I definitely would have appreciated not having to do uh quite so much custom integration with different external sources like that so um it's it's the story is only getting better and better um and it's and it's it's great because like you said this is aptly named like the core data sometimes called the foundational data and it can really set you up for Success when it comes to then pulling in kind of that more Dynamic data and making sure it ties back to the appropriate you know whether it's support team um end user device owner um you know leveraging the company tap a to break out different lines of business what have you it you know it's really it it can make all the difference in the world 100% and again in the asset world right it could be something as simple as assigning it to a user if you don't have the users in the system we're not going to be able to at the birth of an asset assign it to somebody uh all the way through to something where you're looking to do chargebacks against containerized spend management uh you know and Cloud cost management we're hearing uh more and more customers wanting to be able to get visibility into which cost center are utilizing their different pieces of software uh so they can ultimately do chargebacks and again I I worked at a university and all of our Hardware we would charge back to the different um parts of the organization right so if it was an engineering department all of the computers there uh versus our more internal teams right having that cost Center information pulled into the platform was extremely valuable so you know what are a few of those uh this is going to build out backwards that's fun uh cord data checkpoints right so again user records um I'd say in my past life one of the biggest struggles uh is managing active users in your database uh ldap often wouldn't write back to our service now instances that people are no longer there so putting some conscious thought around that um point when users are becoming deactive was extremely important for organizations I've worked with for the health of those records uh you know location data that can be structured differently the service now platform is extremely flexible uh again to use the idea of a campus we had all of our um we had our M we had a couple of campuses which were parent to buildings which were parent to Rooms right so there's a lot of different ways you could start to structure that data and bring it in uh we've seen folks doing that in an automated fashion where they're again integrating with a workday or some other location management system to pull that into service now all the way through to just you know at the time of implementation bringing that data in uh oneoff right a lot of organizations aren't necessarily adding locations frequently so live integration might not be necessary there uh again we kind of hit on the idea of departments and C centers uh pulling those in to drive financial reporting is extremely valuable to a lot of our customers in asset management and the last piece I wanted to hit on and this is something uh I'm going to just flip to in the platform is the idea uh behind I think is this missing a word here oh there I'm missing the last bubble um the company records and some normalization that is powered behind it so this is something that's been on the platform for a little while now but I don't think a lot of folks uh know about and that is we have you know as just part of platform functionality um solution agnostic right if you're an itm customer uh the CSM customer and asset customer the ability to normalize company records and for the folks of the been following Along on this webinar series a little bit we're familiar with the ham and Sam Solutions we have a Content Service uh to do normalization for hardware and software models that also exists on the platform for companies so as you're starting to make sense of the Dells of the world right you may be discovering them and you're getting Dell Dell Inc period Dell Inc not period right uh there is a a Content service that you can enable on the plugin I'm sorry enable on the platform to make sense of that company data and just to show that looks like quickly here um I'm going to flip over to my instance where if we come in here and just type in and and there is a plugin that needs to be activated typically most folks when they are implementing service now with Partners this is happening as a step behind the scenes you're never really aware of but if you are struggling with that data cleanliness it's a thing to look towards so if you type normalization in here you'll see normalization data services there's a guided setup so just like if you were installing a mid server um turning on certain plugins there is a step-by-step walkth through here does take a moment to load um but it's going to give you all the steps you need to follow to get your company information normalized um we actually I was part of a lab during knowledge there was a couple other folks that were running it here at service now and this generated quite a bit of buzz in the room so uh you know feel free if you have questions as always we're going to uh at the end of this call leave some time for Q&A feel free to ask them there but again there's a guided setup here to take you through the normalization of that and just to show you what that data starts to look at right so this is just the normalized mappings for Dell so it will normalize that manufacturer name and wherever it starts to find you know Dell service sales Dell Canada Dell formally Quest software all of these things will roll into that normalized name when you're trying to run reports on your equipment awesome so let me flip back into the PowerPoint here go and kind of keep going ahead with the idea around see Tob accuracy so I mean will I I if you have anything you want to add to normalization company data services or any of those core checkpoints feel free but moving into here uh uh full transparency I didn't know that you had that platform level company normally ization until just now I think that's really that's pretty awesome yeah and that we had um that lab I think there was maybe a hundred people sitting in on it out at knowledge and people's Jaws were like whoa we get that so definitely take a look into that data cleanliness is something we always struggle with no matter what system we're operating out of uh and it's a tool to help that the quality of our data there is a Live question in the Q&A I'm not sure are you looking to kind of address those as we go or uh yeah we could tackle them as we go along the Q&A on my screen is cut off I don't know why so um well I can I can Wrangle the Q&A so um Alex is asking uh what are best practices for implementing application mapping with all relevant CIS to assist with change management process so um best practice is definitely to not try and do it yourself to leverage one or more of the options that you get with the itom suite um and of those options there are a number of ways to take your CIS and collect them into what we call application services and those are kind of those are your base groupings of configuration items that all are kind of working towards a common function and then you tie those back to the other um constructs within our within our data model that are kind of more uh ephemeral like your business service offerings your techn service offerings um coming from the itom side our go-to for getting quick value in the uh service mapping arena is what's called tag based uh service mapping and the reason we kind of lead with that is because it's a light lift to implement if you're doing any kind of Discovery or using Integrations such as service graph connectors to populate your cndb chances are you're already ingesting a lot of what's called tag metadata which is basically just key value pairs associated with uh uh config item that identify things like what application is this supporting what uh sdlc does it live in what geography does it exist in that kind of stuff and so you've already got basically this data Lake of information that you can then use to collect those things into application services and immediately start seeing the benefit in your change management process because as soon as you've got those application Services defined you put in a change against a server CI you click a related link that says refresh relate uh refresh affected services and it'll show you all the application Services which are touched by that configuration item that's in your change management process so that's kind of what we lead off with and then uh another option which is very popular is what's called top down because it gives you a very uh exhaustive list of the things that comprise an application service the tradeoff there to that increased level of granularity is it does take more time to implement because you basically got to have a fairly mature Discovery practice in order to populate the data required to generate those those top down service Maps so those are kind of the top the top two um targets that we recommend folks to go after when they're looking to start mapping their services together into application Services awesome uh there's a couple other ones you want to uh yeah I think I saw something about the decks being going out after this call right yeah it like trickles upwards I don't know on my Mac I can't shift it down uh so yes that gets sent out after this call give us a few days we send out the recording uh along with the materials on this and then I think I saw the final one um which was about how does service now what know which one is the I yeah how does it how does it pick who's who's the authoritative company name yeah so our content team picks that authoritative content name but it will automatically I think I did see that word um um uh Bridge those two together so no matter how they're showing up in your discoveries of those company names uh it's going to align them together so I I think that should address what is going on there yeah it sounds like the the content team ultimately determines kind of what the authoritative company name is and that sets everything that's close to that correct yep awesome Al righty so you know cmdb accuracy um having those up to-date CIS is is extremely important uh stale and duplicate data is often one of the biggest pain points that are um you know hurting people in their cmdbs we're always hearing I've got so many duplicate CIS how can I trust the data or how do we know if our data is up to date and then there's definitely some functionality in the platform that could help address that so I mean will what what's the scoop so um I definitely run into those themes very frequently in the itom world and actually had a really eye opening experience uh at knowledge when I was working in the cmdb demo pod where I was I was um working there with one of the uh product managers for data foundations so basically a cmdb guru and so as part of that experience I saw a bunch of capabilities which every platform owner has out of the box uh even if they're not currently using any of the itom capabilities it definitely gets better when you layer on one or more of the itom capabilities but um we've got we we're basically we've been slowly kind of building up the capabilities of this cmdb workspace um for those of you familiar with like the employee Center model how we're kind of we've been Shifting the user experience away from Individual dashboards towards uh a workspace type model and so we're basically coalescing a lot of existing capabilities and then also adding in new capabilities into this cmdb workspace which is going to be one Stop Shop to help you manage the health of your cmdb and do things like Define policies for things like uh periodic attestation that a CI is a valid CI and actually exists um and uh I think in a in a couple slides I'll be um you know kind of popping into that and giving a little bit of a tour of that uh of that facility but yeah the the um enablers that we've got to help maintain the health of the cmdb is has never been um never been better and it's continuing to grow and improve 100% 100% so you know looking at this list here again we're kind of talking about the tools that service now provides to help you manage that data and it's just some stuff that you know asset managers may not be aware of while the cmdb managers at an organization might um I think the two teams need to be on daily coffee meetings with each other right because the success of one helps to determine the other so working with those cm and you know what sometimes you share the same hat a lot of organizations your cmdb managers are often responsible for Asset Management as well so just to be aware of some of the functionalities in the platform that can help with that cleanliness of data is is really valuable here uh so we're going to take a look at a few of those different tools that are provided out there um just in terms of the asset side of things I love when Zoom sees what I did and gives me a virtual thumbs up um but just uh being aware of you know how the two solutions play together in the same sandbox um you know out of the box there is some functionality that keeps records in sync so as you change the state on assets um you know it changes them on CIS as well uh when we send out this deck we we often hear from customers that there are some issues between asset and CI syncing there's a linked knowledge article here that's going to help folks out with um that data cleanliness just to to you know oftentimes the operational status isn't sinking when the in use Stat or the the state status on the asset changes so just a few different checkpoints that we could you know help provide for that health of that database out there uh another gotcha that a lot of folks say is we're going to use secm or another um data collection tool to define the assigned to on the asset sometimes that works if you're an organization that only one person ever uses a device but oftentimes if we have shared devices wh tailing of desks um different people logging into the same device that's going to uh affect how CIS and assets are assigning one another right so typically from the asset management perspective an asset is owned or managed by a person or a group and that shouldn't change outside of the life cycle events within Asset Management so oftentimes those live Integrations will kind of break that process so it's an area that we like to point customers to to at least focus in on right it might be the right decision to have it sync Fromm for your organization it might not but just to be aware that that is often a pain point right of managing those assets and that kind of goes along with that number five there in establishing your CI owners you're all playing in that same sandbox right so just when you're looking at who should take management of a device um oh I think I see a chat coming through there but um you know just talking to one another to make sure that you're defining process right process kind of is the big gotcha on most of these ideas here so uh anything else you want to dive in on this one will if not we're going to hop over to the cmdb health jobs uh no I think you you really you really covered it um cool yeah yeah I one I guess one plug and I think you mention it at some point but um cmdb 360 uh when it comes to you know you mentioned like inconsistencies between mult you know different import sources and um trying to make sense of that kind of stuff to get your data cleanliness where it needs to be um cmbb 360 which does require some level of of itom entitlement is a a real time saer when it comes to that because it will show you what each of your multiple sources of data are saying about a given CI and so if you see something like an attribute that keeps flipping back and forth between different values instead of having to manually go and re you know you run One Import and you see what the value is and then you run the other import see what the value is with see DB 360 you just hit the the multisource preview and it'll say oh seccm says this and service now Discovery says this and you've immediately kind of solved the mystery so just a a quick plug cdb 360 massive massive help in those if I could if I could restate what that does essentially it's a a One-Stop shop of a workplace view to see how your different sources that populate seem to be are affecting the same attributes so if you were to be populating operating system for example right secm might write it one way service now Discovery might write it another way and tanium might write it another way so within that workspace you could Define which should take precedence that's so cool I wish I had that back when I was on the platform right can't remember how many times I just keep rerunning like Imports and stuff to figure out okay what is changing this thing back and forth to two different values awesome right so cmdb Health jobs what is the scoop with them so as I mentioned everything's getting coalesced into this new um this new workspace so if you see over on the right hand side that kind of top widget that says cmdb Health that reflects the current status of the scheduled jobs that are running to evaluate cmdb health and there's a couple I think you call out a couple kind of um metrics that it uses along the lines of you know correctness um and number of duplicates and and stale records that haven't been touched in some amount of time so basically you know it runs that through an algorithm to determine an overall health level and and then um you know when we kind of take a tour of the workspace we'll touch on some of the other widgets that are in there that kind of dig into that in terms of show you what's stale um active D duplication tasks as well as just an overall roll up of duplicate CIS and again those are all kind of scenarios where having that 360 capability will save massive amounts of time to kind of figure out what's going on and and get it fixed awesome awesome um so CI class manager is where that's kind of where you can really get into the nuts and bolts of how your cmdb is set up from a hierarchy perspective you can understand what attributes are being carried down through that kind of parent child relationship the cmdb in general all those tables are they all originate back to the master CI table so if you just want to see all the CIS in your cmdb you can just go to cmdb underbar CI do a list that'll show you everything and there's certain fields that are or attributes that are created at that level and persist down through all the child classes that live in the cmdb so class manager gives you the ability to Traverse that hierarchy and see okay here's where I should be defining this attribute because it's inherited from a parent class and then the other really big thing that it lets you do is it lets you establish the Precedence the priority of your different uh your different data sources so for example if you're integrated with stcm and your secm um implementation is very mature and you really feel good about the quality of the data coming from that you can create a rule using class manager to say secm is the authoritative source if you hear from secm place that above all the others but it also lets you establish kind of a back stop so for some reason something drops out of secm somehow maybe the agent dies and um you know it stops reporting in you can then say well if 30 days go by and my primary source secm doesn't respond doesn't provide an update then you can go to a secondary source like um agent client collector or horizontal Discovery or tanium you know really you name it and that's another great thing about cmdb 360 is it just natively lets you pull in data from multiple sources even if they are touching kind of an overlapping vend diagram of assets of uh config items and the platform will just make sense of it in most cases and where it can't we give you tools to kind of get to the heart of the matter and get it resolved um and then going forward again it's um it uses something we call the identification and Reconciliation engine and that's kind of the Common Thread where all the Integrations that we provide to talk to these external sources integrate using that same engine to ultimately you know avoid the the duplication of CI by establishing here's what makes a unique CI and you can you get that out of the box but you can also tailor it so that if you have some peculiarities or particular um practices in your environment with how you designate something as kind of a unique object you can Implement that in the platform and you set up a an what's called an identification Rule and from that point forward that will be kind of the authoritative way that a a new object is identified as either being you know an update to an existing record or hey this is a a net new piece of Kit that's out there awesome yeah so this is an extremely valuable place to get comfortable with in the platform if you're managing your cmdb again it's it's the place to come to Define all of those rules and attributes that you're going to be looking at there along with you know the health of those CIS so with that will I think you're scheduled to steal the screen here so feel free to take that away all right I don't know if I to stop sharing let me know no I think it'll let me rest control from you all right take it away okay uh so there are some questions uh in the Q&A so we'll kind of knock down through those uh the first one from Anonymous attende uh do you have an example of a service map you can show that was created with a tag based application service we've done some testing and we've been able to get things together into a table but it doesn't create the service map for you um so yes here's an example of the uh of one of the capabilities with a tag based map so this happens to be a service running in a kubernetes cluster uh kubernetes if if you've got kubernetes in your environment tag based can really jump start your efforts to generate your application Services because to run something in kubernetes you literally have to apply what are called labels which is basically synonymous with tag metadata uh so it's kind of it's already a sunk cost and you can turn that into uh application Services pretty readily so um that's what I'm showing here it starts up at the top here with this tag based application service which is generated basically by telling the platform hey take the tag in this in my case I said hey take the tag that's named app service and the tag that's named environment and smooshing together and so that's how I got in this case it's event sced colon colon Dev so my development event scheduling uh service running in this kubernetes cluster and then it just kind of rolls down through the layers of kubernetes resources which make up this service so the next level here is uh called a deployment which generates one or more uh what's called a replica set which then hosts what are called pods which are um groups of one or more containers uh kubernetes is a container based orchestration system so this is just an example of what uh a tag based application service looks like so I would say if you're seeing relationships the two things to to look for if you're not seeing a map like this when you go into your app Service uh one take take a look at your tag based uh app service traversal rules um we provide a few of those out of the box but depending on what the actual pieces of it gear you're relating to each other you may need to augment the traversal rules in order to have them kind of connect the dots by and create a map like the one you see here and then the other thing to check is just make sure that when you go into an app service which is um which is tag based that you uh hit What's called the recalculate related link for that that recalculation occurs uh once a day by default so depending on how quickly you kind of uh created your tag based service and then immediately kind of went to visualize the um the map if you don't click this uh recalculate service related link down at the bottom then you'll tend to see kind of a very minimal um service map so those are the things I would check for and that and that was an example of what that would look like live um rich I might need your help on this one uh Anonymous attendee also says can you create query based application service Maps using software installation data from the software asset taes so I mean in general you can create if you can collect things with a query you can create an application service from that where I'm kind of not thinking of an example off the top of my head is how I would start with software install data um I mean I guess like if you wanted to say oh let's group together everything running this particular piece of software then I could see where you do a query that says show me you know for example all the servers that have an instance of this package or this you know software product yep and then you could take all of those servers and represent them as an app service right yeah definitely so in those uh software asset workspace license usage dashboards I was a mouthful um yeah you could get down to the reports where you could see all of the different uh CIS utilizing a specific software product so if you were talking SQL Server 2019 right you could see all the different CIS where it's installed on and actively in use so I guess it depends which way you're looking to get to it you could probably build a report in the CI class manager uh but without Sam Pro you would have unnormalized data there which is where it would kind of start to show through the Sam workspace yeah that's a good call out the the ability to normalize all those varied um monikers that they give to the same software product depending on like which release it is or sometimes like where it came from whether it was like you know bundled with something else yeah it can really introduce a lot of variability without the um that normalization the the content service that that's just such a game Cher 100% I think this is going to be the most interactive session we've had so far so this is this is great um maybe we answer through these questions will and then uh a lot of the hardware and software stuff I have at the end we can kind of speed through and then leave a big chunk of time at the end to kind of tackle all these nuts and bolts so all right yeah the last couple questions up here in the chat and then we'll uh keep chugging along so Bruno says oops I think I missed it and Bruno you were the one who asked if the slides were going to be provided I think you said the slides will be provided right Rich yeah we we typically wrap all this up in a few days fight with YouTube to get it posted and then get it out to everybody okay uh so that's that one um veneet says can you speak to the most common use cases other than Asset Management that are addressed by operationalizing the cmdb uh do service now have pre-built playbooks for the use cases so yeah um if you're using the platform from in for incident problem and change um having a service aware cmdb is a massive benefit because for example when an incident comes in um you can identify not just the individual component that somebody is having the incident with but the up and downstream impact by tying it to one or more application services and that just increases the visibility it can prevent multiple people from working on the same issue because you can have that common thread of one or more application Services being affected and if there's multiple incidents they can be correlated and kind of tied back together to the fact that hey this is all one problem we can have one you know one focused effort to resolve that so what that does is that tends to greatly reduce meantime to repair um on the change management side the benefit is um among things like um scheduling changes more effectively and with less risk because you're identifying hey these are services that could be impacted by this change and making sure that it gets the right eyes on it to say Yep this is a good downtime window for us it'll minimize our impact um as well as you know funneling it through the approval cycle um which is commensurate with the actual you know the actual impact that this thing is going to have other than ser XYZ is getting uh and to take that story to the to the end here right like let's say you're exposing those services in a portal right an employee Center or to external customers if you're a you know a CSM customer of service now and you want to offer credit card processing as a service right when you're making changes against those Services rather than or against the or sorry let me say that if you're making changes against those individual CIS but they're mapped up to a service those degradations roll up to that so you'll get you know that visibility where you can uh you know broadcast it out in a portal so I mean having a healthy cmdb really impacts every part of the platform uh and you'll see it in so many of our slides underpinned right you'll have processes up at the top you'll have data collection up at the top but it's underpinned by that that idea of a cmdb um so yeah cool so the the second part of that question was the service now have pre-built playbooks for these use cases so in terms of just the general function ity of pulling in affected services that is that comes out of the box there a related link on the incident record uh and the change record out of the box where you can populate a tab a related list that'll show you these are the affected Services as far as walking through procedurally and kind of ensuring that the right people get in you know get those records in front of them that's more of an implementation exercise I would say if you haven't already do check now create which is uh um which is a kind of a subsite under our learning web page so if you go to uh learning. servicenow.com slowc create there's basically a bunch of implementation playbooks which provide loads of collateral on how to kind of do the whole crawl walk run fly for any of these capabilities that would be the first place I would look when it comes to kind of rolling out a service aware cmdb and then tying it back into things like uh incident problem and change uh there's one last quick note in the Q&A from an anonymous attendee saying using cmdb groups and dynamic CI groups to connect to an application service so that's more of a a statement so I will say yes you can absolutely do that and that is another kind of um Wick win that you can achieve like if you just want to create an app service of all the non-prod windows boxes this would be a great way to do that very quickly and you can have them overlap you know you can have kind of these big groups and maybe the group that's responsible for patching might want to see those whereas the more application focused groups would want to see the subsets of those groups that actually run specific workloads so yep absolutely we see that a lot and it's a great way to collect things and get your first few application services off the ground aome okay um so why don't I just round out my share by taking a quick tour of cmdb workspace so we've kind of alluded to this uh a bunch um as we mentioned over here on the right we've got cdb Health which just kind of gives you a general litmus test of where you're at and then if you want to dig down into the nitty-gritty you've got these important action widgets so you can immediately drill down into your stale CIS usually um that's going to be because you know if you're running a custom import maybe something is off off the track with that you're using one of our service graft connectors or Discovery maybe the teams that support that need to kind of look and see why new data has not been rolling in uh duplicate CIS again cmdb 360 is a massive help when you get something like this because you can kind of look and see what source is telling me that this is a new CI versus uh this other one which kind of matches up and seems to be a duplicate so just to give you a quick peek at what that looks like here's a sample CI it's a Windows server and I've been pulling in data via our Discovery as well as seccm and it just gives you a very simple side by side where you can see you know like in this case just take this top row here if I happen to see this record flip-flopping where the operating system keeps going back and forth between Windows server 2019 and windows 2019 this preview just told me it's you know it's because secm is fighting with service now and then I could go to my class manager and say well stcm is going to be the boss and as long as he's updating this CI on a regular basis his what he says goes I think by default you know probably unsurprisingly uh service now Discovery is the authoritative Source out of the box but very simple to adjust that based on what works for your organization so will just for full transparency here that is part of our itom Solution on the platform not core cmdb functionality that is correct you have to at least have a minimum um iton like itom Discovery is I kind of the lowest level itom um offering that you can possibly have and if you have that then you can enable the multisource 36d functionality beautiful and then the other really huge thing that's been happening uh pretty recently is coalescing the data manager functionality into the CNB uh workspace and so now we've got a One-Stop shop where you can manage all these policies which will drive CNB cleanliness and so I've got a couple example policies here uh one for attestation which is essentially a process of just having somebody affirm hey this is an actual thing in our environment and there should be a CI repres presenting it um and for those of you to whom that might seem really daunting I don't want to get a list of a million CIS that somebody's got to give a thumbs up that's not how this works it's got an automatic um Auto attestation feature where if something's been discovered by one of your Discovery sources recently then it will auto attest hey this really exists so there's essentially this is meant kind of be u a safety so if something just sits out there stale and hasn't been touched for some amount of time and it's all configurable by you it will generate a task and it will guide that task to a fulfillment group such as you know in this case it's a Linux server so you can say hey for Linux it's going to be the Linux support team that needs to weigh in when we get to this point and then similarly you can establish certification processes and what what that is is you identify those key attributes that absolutely have to be populated for a CI and if they come through and they're um and they meet certain conditions you can have a second set of eyes get put on that it will generate a certification test such that again the you know the appropriate owner for the item within your environment will get a task saying hey you you need to affirm that this is correct or um identify the entire record needs to be re re addressed or you can um just highlight specific attributes like it's all good except for this one attribute and that one attribute can go back and um get again that additional set of eyes on it and we maintain you know it's a kind of a wizard driven um user experience which lets you kind of just walk through the steps starting by it filtering out here are the CIS I want to focus on and then you can say here's the group that should get assigned to it and then you can set options like here are the fields I want to display and here are the fields that I want people to have to as affirm are correct in their certification task and then you can set up a schedule and let it go and then it'll automatically be checking up on your cmdb with the appropriate parties who own those specific C uh CI classes awesome uh there's a question about APM CI tables in the Q&A can you can you make that out see that with your screen layout I cannot no I keep says so Eda wants to know can we see apmci tables in the workspace um I'm not sure on that one I yeah I I'm just not deep enough in a pm to know 100% I can say that most of the functionality in here like the query Builder and the cmdb views are actually not restricted to cmdb tables you can actually use most of these tools against non cmdb tables at this point so it's pretty likely that if you wanted to query tables that were unique to um APM oh Eda says no problem I'm going to try it for myself even better awesome perfect all right all right yeah so see seem Tob workspace you get it it's it's definitely better with iton but you get it regardless of whether you're an iton user or not so make sure it's installed and at the latest level and get in there and use it today all right I'm going to steal the screen back and we are going to keep chugging along here so you know we we kind of probably beat the point over the head that you know data quality is Paramount to the success of anything you're going to do in the platform we give you a lot of tools to help improve what you're doing over there um and ways to manage that but you know next up we just want to hit on quickly some of the different ways that you can populate your cmdb right uh there's many different flavors to do that and it it's everything from your physical infrastructure to your virtualized infrastructure as we're starting to take a look back into the ideas of asset management right that can be uh computers sitting on desks but much of the software managing is virtualized or installed on Virtual components so uh as we start to look at you know server based installs for SQL server or Oracle based servers um the accuracy of your cmdb helps drive that success we just take a simple use case of SQL Server it's licensed per core by Microsoft if we don't have an accurate uh core count in our cmdb how are we ever going to manage that license correctly so you know as we're moving through that here we've got a slew of different ways to populate that cmdb uh utilizing both your existing tools or solutions that we provide here at service now uh so whether it is things like SCM uh jamp for your Apple devices light step if you want to live in kubernetes where I don't but will does um and the management of those ephemeral resources right we've got service graph connectors again those are rebuilt uh Solutions on the service now platform to consume that data into the correct places uh with our Asset Management Solutions if you're a a Sam Pro customer you get access to uh a few of them uh but as an itom customer you get access to all I don't know how many will you may know 30 50 100 okay yeah service graph connectors that are out there in those environments so there is the idea of a service graph connector on the platform and that is a pre-built integration with a third party solution to populate uh our our platform and then we have things that we we provide out ourselves so you know service now Discovery is kind of that traditional uh solution we have in discovering your data centers Cloud resources um that infrastructure out there but we do have some solutions as well that are lesser known but part of The itom Suite such as our agent client collector uh a lightweight agent you can deploy to your devices for inventory collection um and will I know I'm talking a lot here on these slides but any other flavor you might want to add to them no you're you're nailing it we provide just lots of options and the nice thing is you don't have to you don't have to pick and choose based on uh well you know we trust this one more or this one is more complete but it is missing some things but we don't want to you know like like we mentioned before there's built in things like d duplication and the ability to say you know here's the hierarchy of how you take the data from the sources and so the whole thing is engineered for you to you know turn on multiple sources you know we definitely recommend you do it in a very kind of deliberate methodical way but at the end of the day you can have things from both sides of this doc this diagram that's up here feeding into your cmdb and the cmdb will just be richer as a result mhm awesome all right so as we build these out backwards still um you know just some more insights into into collecting that data out there I think will just kind of nailed it in the sense of um you want to be methodical while you're populating your cmdb uh I've seen a lot of cmdb projects go Belly Up When a customer says I want everything in there all at once and the reason that happens is you're not putting in the process and governance around those sources at the time you're implementing them right so when you're bringing in those different data sources I think part of every project and plan should be to say you know how are we going to ensure the health of this data source who's responsible for managing it how are we making sure that it's complete compliant and correct with that data coming in uh I think you know from there we we kind of touched on the idea of the the cmdb 360 data preview here um as a as a source to to see all of the different uh connections coming into the cmdb so I mean will if you have anything else you'd like to expand on in here uh but I think we kind of hit home what the idea of the cdb3 360 is GNA do for you yeah yeah I think I think we' covered it pretty well yeah awesome so you know when we're kind of maturing back into the idea of an asset management process right your traditional hardware and software management um those Hardware assets are all of your physical infrastructure that is out there including you know storage and support equipment uh but having the accuracy in the cmdb is only going to help to complement what you have out there um as an asset practitioner we like to say Asset Management begins at the point of purchasing an asset um and then it ends when you it departs your organization right the cmdb help to manage the in between where as things are coming online and discovered it's correlating back to what your organization is purchasing uh and then deprecating out of your environments as they come end of life and I think um you know this kind of goes back to that idea of I was saying earlier do you want to use an integration with your cmdb to manage who your assets are assigned to maybe maybe not but at the point that you're buying it somebody's responsible for it and that is really as a practitioner where we feel that assets become part of an organization I don't know will if you see things differently from the cmdb side right philosophically are we kind of aligned there or yeah absolutely um the the more comprehensive a view you can have into the life cycle of something the the better off you are and that's really what a lot of this is built around is just to minimize those gaps or blind spots and give you as close to full visibility into the complete life cycle as possible yeah now that said I've seen plenty of success uccessful projects where you may not have um the process built in the platform to manage the birth of an asset or the death of an asset but you do have a seam to be integrated that's typically a point that's well enough to to start customers on their Journey uh but just always have in your your rearview mirrors in your you know in your thoughts and and plans to go ahead and say how do we start to address that so um I think you know that's kind of that bullet too here is like what do you start with in hamro well what do you do first in or as an organization you buy assets you lease assets you receive them out there so you know that's often a place that I recommend organizations starting to look at it is something you can start to look at before your um ham Pro customer on the platform there is some functionality you could start to utilize to populate your kind of Base asset tables in the platform in itsm uh from there I like to point folks to look at when things are disposed again discovery your cmdb it's going to see when things are up and operational when you turn them off uh unless you have those staleness rules defined they're not going to deactivate your cmdb for 30 60 90 however long days you you define there uh which you know when you have a disposal process will end the life of those assets as is Def uh you know defined there from there some other um pointers that might help out in in the cmdb um if you're a hamro customer you know we're licensed on an Su basis subscription units so the number of devices in your organizations um the disposition process so we also I also like to push towards because you're as assets get retired they uh decrement from your Su count for that rolling average so something to look at there um you can opt in and out of categories for hamro uh and Sam as well but that is a way to start to say you know as customer maybe I'm looking at implementing ham for end user computers we're not quite ready for Network equipment let's opt out of that resource category and from there there's a few workflows just to shout out that I think we may have hit on them in the past but the idea around auditing your locations so that is super useful when you're starting to look at um assets that aren't online or populated by your cmdb they're sitting in a closet somewhere a warehouse somewhere being able to go out and audit those locations just some cool functionality in the solution to talk about and just for the interest of time and rolling forwards here um you know a mature cmdb is vital for software asset management for things that are installed on your devices uh I think it would be next to impossible to have a Sam practice to um discover software out on your devices without a cmdb in the service now platform it would be extremely manual you'd be running tons of different SQL reports or Imports into the platform to consume that data so just in the theme of today um having that healthy cmdb is going to drive the success of Sam on your platform for installed software SAS is another Beast you know the zooms the dropboxes the office 365's of the world uh you might be able to get by without a cmdb because it's not installed on devices but dialing back to the idea of our core foundational data you need user data in your platform uh cost center Department data to do chargebacks that helps to drive those processes over there so there is some functionality I want to call out um as an itsm customer you do get some Sam functionality in the platform it's a great place to start tracking your entitlements so what you're buying as an organization in terms of Sam but from there you're going to be doing a lot of manual Discovery and Alignment to those sources where Sam Pro starts to come in is when you get that Content Library that normally ization of your installs on the platform similar to what we saw earlier with that Core Company data um but for your software installations uh from there we do have another level for Sam Enterprise so if you're looking to manage Cloud resources your AWS Azure infrastructure or start to take advantage of our um AI capabilities on the platform you can get that there uh from there I'd say the next place to focus in on after you're populating your cmdb you're running your Sam normalizations is to review those software installs and Discovery models there's a lot of dashboards and I I'll point a couple of them out here at the end of this call onto um seeing how you're doing in terms of normalizing your software so you could get those accurate life cycle counts similar to the cmdb health workspace itam has a health check and what that does is it um makes it easier to identify which Publishers you might be struggling with where your Discovery sources may not be populating entirely and managing towards that there and finally the you know the last piece of the Sam puzzle is again populating your entitlements into the platform so whether that is looking at different product Suites and creating them in there um relating those entitlements to your software models or looking at what's not licensed out there you know that's another ticket to focus in on um and oh there we go BL six that kind of was what I was just talking about there so um looking at those different normalization suggestions out there um here's a just a for those who are Sam Pro customers uh when you're creating entitlements you know you have to populate your software models if you have your publisher part numbers that's going to be super useful in creating those quicker it's going to align them to the correct software model in there uh and a publisher part number is the skew it's the model number it's the whatever your publisher is calling that version of the software that aligns to our content service to bring that in quicker and actually with the machine learning contract analysis piece that's where um AI is going to help you digest your contracts into the platform it's going to be a way to it it'll pull that information out to make decisions on how to create that entitlement will I know I've been talking a lot here and pretty quickly is this resonating is it is it clicking is it any questions on that from your end is somebody who's uh you know taking a more cmdb itom focused view no it makes a lot of sense to me I think the two kind of they really intersect and dovetail really well and make each other better awesome awesome so you know where does Sam start to pick up from the uh the conversation we've been having we you know we've harbored on the fact that service now seem to be is going to populate from multiple different sources software installation data is no different right so whether you're using seccm to populate that jam service now Discovery it's going to come into the platform run through that same IR again it's one Platform One data model one architecture in there that it runs through to create that cmdb from there though when you're starting or wanting to start to manage your software installations you're going to have a bunch of unnormalized data similar to what we saw earlier with Dell and all the different flavors that it may come in you might start to discover a ton of different soft Ware installed a ton of different ways and again we have that Content Library supported by a team to help you make sense of that so you're not manually writing SQL reports to say all of these different installations of word are actually word 2019 or whatever version Microsoft's up to today um so that's the idea of Sam being a consumer of your cmdbs data and just to again reflect what that content service looks like here um I don't know why it's not building out I'm clicking on the screen uh let's see here we go use the arrow that's cool um our content service is managed by A team out there it will go out and look at all the software that's installed in your environment and normalize it to a product Suite that makes sense a lot of our customers say but wait what if you we don't have that recognized there's a feedback loop that happens between your instance and our content libr libr team so as you're getting that unrecognized procurement data uh software installation data if you're missing life cycle events for those installation pieces of software it goes out to our content team where they go out do the research validate what they're finding populate the Content Library with it and at a regular Cadence your instance will update with the latest and greatest information out there so just to show a quick little demo of what that might look like or or how it reflects for for Hardware um I'm out here in the hardware asset workspace this is both available for hardware and software Asset Management uh let me dial back a screen here this is one of the dashboards in it for Model Management right here we could start to see some normalization metrics and this is where it's going to say hey how are you doing against what we have in your environment so right now you'll see you know we've got 168 total models and we are normalizing quite a large percent 91% of them um to a a c product Suite there so if we went into one let's say we went into a Dell Latitude laptop a lot of this information is populated by that content service but you'll see uh an asset model being normalized uh if it's run through our content service it'll flag it here for you on the model record and it'll give you that normalized manufacturer so we have a nice clean and tidy Dell ink here we have the product line so latitude 5000 series and this model number is a 5570 so if we clicked into the products model we have all of these different unique models that can be discovered out there but Dell will treat as a 5000 series laptop so with that you know we have I guess 405 different results that might be out in your environments maybe it's custom skews that a manufacturer has been making for your organization directly or you've been purchasing this 5,000 series over a couple months or you have some with more RAM or less Ram or a different hard drive all of those things are going to normalize into one product Suite so you can kind of get that accurate picture out there so I'm just going to hop back in for uh you know one more slide here that was really the end of my talk track today but just to to bring us home and show the folks at that are oh there we go we're back to the front um you know we really enjoy this kind of webinar series that we've been hosting we love talking to the uh Community about what we offer in the platform how folks are using it out there today so uh I'm GNA leave this screen up here for a few minutes I'm going to try and stop this recording and this is the point in the show where we open it up to the room for more questions we could address that Q&A out there but I want to give a huge huge shout out to will here on the call again he was kind of the founder of this idea um of of having a webinar series based around building a community uh and the practitioner view of utilizing our Solutions so please please scan his QR code hop on that webinar series they've got an event coming up here at the end of June again we have another one every month here so with that said I'm going to I finally found it stop the recording