all right we are about 2 minutes over so we will go ahead and get started good afternoon good morning good evening everyone thanks so much for joining us on this webinar today we're going to be talking about major Incident Management specifically from a service operations workspace point of view just a quick round of introductions my name is Harsh malal and I am a senior product manager within service now's product organization I'm also joined by a couple of different team members who are going to be assisting me in running this session we're going to be talking about a lot of different things today so if at any given point of time there are questions that you have or comments that you want to put in please feel free to use the Q&A section of your Zoom webinar you will have the Q&A controls at the bottom of your screen there's a chat icon which says Q&A on it if you click that and post a question one of our attendees will be able to reply to you just a quick Safe Harbor notice we are going to be putting a lot of forward-looking statements today some of the things that we're going to be showing you talking about may not be released to Market so please do keep that in mind and please please do make sure that you do not make important buy or sell decisions on the basis of the information that we're showing you today a little bit of housekeeping we're here to have a conversation that like I said the Q&A button is available to you this is a webinar format so you aren't going to be able to unmute yourself but we are very very interested in hearing your thoughts please feel free to Leverage The Q&A in case you have any questions and our panelist will get uh will attend to you uh additionally if you're excited about something we're trying to show or you have comments you want to share you can also use the chat icon that's available to you at the bottom of your screen this is a recorded session and hopefully you have given your consent if you have joined this webinar and this recording will be shared on the service now Community after this after the session is done we will send you a short survey and we hope that you will take the time to fill that just so that we get a sense of how you felt the session was I'd also request you to take some time to scan this QR code and definitely keep an eye out on our community we keep doing these live on service now sessions as a way of engaging with our customers while we're talking about major major incentive management today we do have Community meetups and uh losn sessions for our other product areas as well so if there's something that interests you maybe in the broader itm space Maybe related business areas definitely definitely something to keep an eye out for all right so now now that we've got the housekeeping gone I'm going to quickly go ahead and launch a poll so what I'd like to do is I just like to get a sense of what what our audience is like so I'm going to go ahead and launch the poll on your screen and what I'd like you to do is take take a minute or so maybe to just tell us which of these options best describes your role at your respective organization so I've gone ahead and launched the poll please take some time vote so that we get a sense of who are the different kinds of people we're talking to and we can adjust our narrative to your needs accordingly just going to give it a couple more seconds so that people can vote in few more seconds just see a couple more people who have yet to vote once again please feel free to select the role that best that best fits your your role at your respective organization and please don't be shy the the results of this poll are absolutely Anonymous all right so let's go ahead and wrap that up real quick and I'm just going to quickly share the results so that all of you can see and as you can see we've got a we've got a pretty mixed group of people here we've got some major incident managers we've got some process of product owners couple of IT team leaders as well as some service now admins and developers so great great to meet you all hopefully we've got an exciting session out for you today and I'm excited to see what what it is that we end up discussing today all right that that said I'm going to go ahead to the next slide all right a large part of our conversation today is going to be around our interface known as service operations workspace so before we get into actually talking about our value prop and our demo I also want to take some time to understand how many of you are familiar with service operations workspace what's your level of familiarity where you are on your overall service operations Journey so with that in mind I'm going to launch just one more poll and again the idea is this just gives us a little bit of uh more insight into who it is that we're talking to and how we can better better fit your needs in this in this demo so you should see a poll on your screen just asking you about where you are on your service operations Journey love if you could take excuse me if you could take a minute to answer all right I'm just going to give it a few more seconds so that we can you can wait for some of some more people to get their responses in all right so I'm going to go ahead and quickly share the results and as we can see looks like a large number of you are currently evaluating or thinking about adding service operations workspace to your road map which is great really exciting to hear that I also see that a good good number of us on the call today are brand new to service operations workspace definitely we've got some exciting stuff for you especially given that we're going to be talking about major incident and always great to hear that we already have some people who are using service operations workspace so hopefully you're going to see some new content here when we talk about what's come out in our 5.0 release and I am now going to bombard you with one more poll just in the interest of landscaping a little bit and this one is just around understanding your major incident Journey we want to just know a little bit about where you are are you already using service now major Incident Management are you brand new to it are you thinking about adding it into your road map we we'd love to hear from you excuse me just a couple more seconds all right so I'm going to go ahead and end the poll and just quickly share share the results with all of you and looks like a a lot of you are already using service now major in management which is great exciting to hear definitely some good stuff for you I also see that we've got we've got a a small chunk of people who are brand new to major in cin management hopefully we leave you with with some things to think about today and for those of you who are evaluating or adding to your road map hopefully today with that 5.0 release that we're talking about you'll have some exciting new things to take back to your team and think about implementing either in 2024 or going into 2025 now with that out of the way I want to quickly touch upon the advantages of using service now major inent management so when we're when we're talking about major incidents we're talking about potential companywide issues that have large large impact and are are potentially even End customer facing and I'm sure all of you know that when a major incident is going on these are frantic situations where you need large groups of people to come together coordinate with each other work to work towards a resolution so as service now our value offering is that we're giving you a single pan of glass that allows your major incident managers or knock commanders as you may call them to work out of a single interface and achieve all of their core use cases so when you're talking about collaboration getting groups of people together starting Bridge calls starting chats all of that stuff right up to sending Communications letting stakeholders know and finally building your post incident report all of this is an end to end functionality that our platform supports so we really simplify the workflow for you we reduce that need for intera toggling keeping your major incident managers in a single place additionally as a part of our latest release what we've done is we've shipped some key visual enhancements that we believe will make it much easier for major incident managers to achieve their core use cases so we're going to be showing you some of our components that talk about impact determination how you as a major incident manager can quickly take a look at an incident and understand what's the scope of impact we're also going to be touching upon playbooks playbooks are a framework that exists on the service now platform that we're now leveraging as a first class citizen for major in man agement and we're also going to touch upon some of our in platform capabilities for post incident reporting now just just a little bit about best practices and guidance while speaking to different customers we understand that there's a a varied level of usage when it comes to Major incident and our different core capabilities so it's our recommendation that you essentially focus on four key prongs when you're talking about making your major incident investment in service now the first thing is you we we strongly recommend going forward that you invest in playbooks for major incident processes and when I show you the Playbook demo hopefully it's going to make sense but the idea with a Playbook is it's a representation of a business process on top of service now so our our guidance and our long-term thinking is all of your complex processes and workflows that exist for major incident you take them out of KB articles you take them out of Word documents and bring them in a codified manner on top of the platform additionally we have Frameworks that that support communication and collaboration within our overall service operations interface so you have the ability to for example Define on call policies that let you notify the right set of people whenever a major incident goes live we also have additional Frameworks that allow you to let's say start chats start Bridge calls engage with teams build up groups of resolvers so it is our belief that you should leverage some of these capabilities that we have in order to really get your resolution underway quickly and one of the new things that we've done which really brings home the 5.0 release for us is we've started now shipping admin experiences out of box and the idea with an admin experience is when you're a developer or you're a system admin and you've been given that feature to implement major Incident Management it just becomes a slightly more structured experience that allows you to start leveraging the core capabilities that the product has to offer and towards the end of the demo we're also going to be taking a look at what our autobbox admin experience looks like so definitely a lot a lot of material for us to cover and with that what I'm going to do is I'm going to segue into a live demo so I'm going to be showing you an instance now before I get into the live demo I want to call out one very important thing the compatibility for major incident requires you to have your family version set to Washington Washington patch 2 and you would additionally need to install the service operations workspace 5.0 application payload towards the end of this call we will put up a list of resources which includes the respective links to the store application in case you're interested in seeing how you can make that installation now that said I'm going to go ahead and open up my browser and I'm going to go ahead and take you to the core service operations workspace screen so let me just go ahead and open my URL and impersonate my user so for the point of view of this narrative I'm going to be representing what a major incident manager's Journey look looks like so I'm going to be Andrew Andrew M who's a major incident manager and just give me one second while I impersonate so Andrew murn is a major incident manager who's beginning his day trying to figure out what's going on in the system so he comes to his dashboard he sees that there's nothing super critical going on over here but he also gets information telling him that he's on call and he's a primary person on call well that's useful to know Andrew also has his teams client open up in a parallel tab let me just pull up my teams client so that I can show you and what's going to happen is he's going to be monitoring over here just to see in case there are any notifications that need his attention if if something comes up via VIA the virtual agent bot he definitely wants to have his eyes on that so Andrew is going to go over here and Andrew is going to go ahead and take a look at what are the different incidents open so Andrew can see that there are a bunch of different major incidents open now I want to take a minute here to talk about different points from which a major incident can originate the first the first place a major incident can originate from is if you've decided as a part of your business process just to allow itle agents to open Major incidents we' spoken to customers who say that the service desk needs to have the ability to do that so that's one origination channel the second potential Channel you could have is if you have if you have a level of Automation in place maybe you have triggered that say all right well if a certain number of alerts come in automatically open a major incident candidate that's that's an example of a configuration that are product supports the third way is if you as an organization allow end users to call in critical issues this is an example that we in service now actually allow like end users can actually open p1s in the system so depending on how your business is configured you may have different origination points but the idea is essentially that this is where inside service operations workspace you would see all of those different major incidents come in now the first thing Andrew is going to do is also going to take a look at the list of candidates now what candidates represent for us are issues that are not yet confirmed as major incidents ideally the way we recommend our customers do major incidents is that you don't directly create a major incident in the system you first create a major incident candidate and then on top of candidate you review and if there genuinely does seem to be grounds for declaring a major incident you go ahead and promote that and just for the interest of of some of the newer folks on the call I'm going to go ahead and show what that code workflow looks like so over here I've got a major incident candidate all opened up and if I decide taking a look at the different bits of information over here that I do indeed have a major incident on my hands what I can do is I can click on this overflow menu and go ahead and hit the promote button and that's going to go ahead and take this to a major incident State now there's a couple of different navigational paradigms that I want to call out given that there are people on this call who are new to service operations workspace service operations workspace relies on two core navigational constructs when you're on any of the screens so you've got these tabs over here as well as these side panels over here I want I want you to pay attention to what happens when I click on any of the tabs so if I click on the tabs if you notice what happens is this entire section over here changes and if I click on the side panels what will happen is only this part of the screen changes now the idea behind this construct is it allows you to build up a working view that bets best fits your use cases as as a user so we're going to be taking a look at some specific screens where we as service now recommend you build that construct because they're going to be able to provide maximum value to you as a major incident manager so now what I'm going to do is I'm going to open a major incident which is already in the promoted state which means that someone has already said hey look this is a major issue it needs to be treated with the appropriate level of care in that case this is what the record view looks like like now again for those of you who are new to service operations workspace the presentation here ui6 forms view as well as our workbench view so we shipped the major incident workbench about 5 years back inside the major incident workbench what we' done is we'd given a focused view for major incident managers to kind of achieve their core use cases now we've taken the two things together and created this hybrid structure which we best believe allows our major incident managers to achieve their use cases going forward the idea of this view is you get all of your information in one place but more importantly this is meant to be a configurable interface so each of these sections that you see these white sections over here they're configurable and this entire technology is powered by our service now loow code Builder known as UI Builder so the idea is If You See Fields on the form that aren't aren't best serving your needs or you need additional feeds you have the ability to make those modifications if there are components here that aren't behaving the way you'd like them to we actually have a component toolkit that you can use so you can swap out any of the components here for other components that best fit your needs so the idea behind this interface is it's meant to be modifiable to better suit your business use cases now talking a little bit about what the outerbox interface does you've got this core section over here which gives you a really neat SU summary of what the major incident is what's going on along with that you've got an impact section over here and the impact section is meant to be that section that the major incident manager is constantly keeping their eyes on just to get an assessment of well what's actually going on what's the scope what's the blast radius along with that you also got some information surfaced in your side panel so your side panel tells you what's your response SLA like what's your resolution like how long has this major incident been going on for things of that sort you've got the activity stream and compos which is where your agents are going to be giving updates on the ticket this is different from your chat interfaces we're going to be talking about chat interfaces in a little in a little while and finally you've got this section over here around your related records so this tells you are there any affected CIS what are the impacted services and any impact to your assets but most importantly it shows you this button over here to view impacted locations now I'm going to click on this really quickly because I want to show you what happens and we've spoken a little bit earlier about visual determination of impact now this component that you see essentially it allows you to just quickly take a look and get a sense of what's the impact around the world where where this major incident is taking place the idea behind this is a major incident manager coming in should be able to just quickly take a look and from this map itself get a sense of what are the different regions around around the world where I have impact so if you're operating in multiple geographies the idea is your major in manager should be able to understand how their engagement strategy changes what region specific protocols they keep in place all of that stuff just by looking over here I want to show you one more example of what this could look like just to drive home the point so I'm going to open up one more incident and I'm going to go to the impacted location section and it looks like there's a little bit of an issue with my demo data but the idea is that again just just a quick visual component that allows you to quickly get a sense of what are the different regions around the world that are impacted I want to call out that you don't have to necessarily use this for Global impact you can also use this for GEOS specific impact like let's say you're an organization that's only limited to us operations you have the ability to build up that impact logic per your needs and the impact logic is configurable so if you see the Autobox impact logic and you feel like it doesn't best fit your business needs you have the ability to go into the system and modify that now coming to the second major piece that we've shipped as a part of this release this is where we're going to start talking about playbooks like I was mentioning earlier A playbook is a representation of a business process on top of the service now platform now the way playbooks work is you go inside our Loco designer known as the process automation designer and you design an entire business process there as a flowchart and then when your ticket goes live if you've defined the right set of conditions your playbook actually gets tagged onto that ticket now Playbook is not just representational it can actually automate things for you the same way a flow or workflow does so you can have manual steps you can have semi-manual steps you can have completely automated steps depending on the nature of your business process a Playbook offers you different kinds of options so I want to show you how platform gives you playbooks and then I'm going to show you what we've done specific to Major incidents so I get this tab over here for my different playbooks and if I click on it I'm just going to see what's what's going on over here so I can see the first thing that's available to me is an incident triage guide and it's and someone has already gone ahead and completed it but let's take a look at what what it shows so the triage guide shows me three things it asks me to check if this is a major incident confirm that the assignment is correct and confirm that all of the information I need for my analysis is present now in order to do all of this what I actually have to do is I'll have to go back to my overview tab to see this so first I need to check if it's a major incident I can check that all right how do I know my major incident state is accepted cool all well and good now I go back here I need to confirm that the incident is assigned to the correct group I'm going to go back over here assignment group I don't see it let me check out details all right I'm going to scroll on details perfect I see the assignment group it's supposed to be Mi managers is this a tableau issue yes it is so the assignment group is correct and finally I need to make sure that all of the information I need for my analysis is here I've got my assignment group I've got my details I've got my service so I think I'm sorted now this process this back and forth tab clicking is is a little bit of an inconvenience so we as the major incident team decided to go one step further and we've actually enhanced our major incident playbooks so what happens is if you want to leverage major incident playbooks we actually give you this side panel over here now the idea is I'm going to go ahead and open history because this is an example of an incident that's completed the idea is you see your major incident Playbook as this kind of assistive side panel so let's say you're coming into the incident for the first time the way I was over here instead of having to back and forth navigate between tabs and you know just add to your cognitive load the idea would be you'd have the tab that you need open on the left and you keep the Playbook popped out on the right and the Playbook just guides you through what it is that you need to be doing now think about it in a situation where you're an organization that has offices in both Asia and and the US and in that situation what's happening is that you've got a major incident that open in Asia morning time and then the US team is coming to take a hand over in that situation the US team is probably going to be reviewing the ticket making sure that all of the information is in place but they also don't want to lose side of any key slas that they need to meet in such a situation this view that you see in front of you it's very representative of what you'd be looking at so You' have the core ticket information with the summary the impact the compos activity stream open on the left and you'd have the Playbook panel popped out on the right just with the idea of you having visibility on what's going on in the ticket but also keeping sight of what needs to happen in the future additionally i' also like to call out that while it's not a a part of the demo scope today we do have different product Integrations available over here so for example one of the things we have are recommended actions the idea with recommended actions is that they're quick and insightful nuggets that allow your agents to take action basis your business process so for example in this system the recommendations that are configured are suggesting to a major incident manager that they make a linkage between this incident and a problem ticket recommended actions are again one of our newer product offerings they work on both rule based configurations as well as machine learning based configurations depending on which of the licenses you opt for so definitely something to check out if if you aren't already using them additionally we have our agent assist capabilities over here which give you more suggestions around KB articles you could read related incidents things of that sort we've got our integration with our on call system over here so if you want to trigger on call escalations you have that available to you via this side panel so for example if I want to contact any of the people who are on call for this particular assignment group I have the ability to do so by hitting on contact right over here the next thing that is a little more Central to this demo is our collaboration Services capabilities that I want to call out over here so let's say that I've seen that this is a major incident now but I need to start a group chat with with the right set of people or I need to start a bridge the collaborate side panel is where you can do that now the way that this happens is you can actually use our system to create predefined collaborations so for example you can write a configuration that says if if I have a major incident for Tableau automatically create a predefined activity that starts a group chat with the service owners for Tableau and then when you come into this major incident what will happen is as like now you'll get this card over here that allows you to just quickly start a group chat if if you're not leveraging automation and your business process is a little more unstructured we also give you the ability to start new collaborations on the fly so you can start so you can start a Microsoft teams chat you can start a Microsoft teams meeting you can start a twio meeting all of that right out of here again the idea is leveraging product configurations you can either create predefined entities for these or you can start them off on the fly as your use case may be the next important bit that I'd like to touch upon in the in the demo is around our Communications console the idea with Communications is that these are broadcast notifications you're sending to large groups of people letting them know that a major incident is happening now inside the communications world we have this view that you see for those of you who've used our workbench we've kept the presentation stylistically similar with just some important changes the first important change is in the compose experience itself I'm just going to go ahead and hit on compose so that you see what's the difference we've given a full screen view as opposed to the previous View that we had which was model base and the idea here is that you get your templates and your recipients pre-loaded again based on configuration so as you can see I already have some of my information pre-filled for my Tableau major incident along with my recipients additionally on I have the ability to create a new communication so let's say my admin did not set up my communications module properly or I absolutely have a need to draft a new communication on the fly I can hit this new communication button and it takes me through the various controls that I need to go through to Define and create a new communication now for those of you who aren't using our Communications framework or our neurom major incident we this is backed by our product known as task Communications management it's a sister product of major incident but one that you're you automatically get if you install our major insulin product and the idea inside task Communications management is you define metadata that allows you to pre pre-fill and pre-bake a lot of these communication entities again Communications are broadcast but we do actually allow you multi-channel Communications in a single flow as well so some of the channels that we support for example are email SMS and Microsoft teams blasts so while on this instance I have only email set up the idea is if you want to send an SMS blast or a teams blast along with the email you'd see checkboxes over here and if you tick them and go to compose it'll allow you to draft all of those Communications and send them out at at the same time now once all of this is done the final piece that we come to around major incidents is our post incident reporting the idea with POS incident reporting is that it is just a condensed very lightweight report that allows you to let your stakeholders know what were your key findings what were some of the key metrics all of that good stuff there is one component though that we' like to call to your attention because it is new inside this version of the p and that is this idea of the event timeline the event timeline is a visual component that we've shipped that allows you to capture key incident Milestones so for example when the incident was proposed when it was formally accepted as a major incident those key life cycle events show up as timeline events over here additionally what happens is we have the ability for you to add new events by hand so let's say there was an event that wasn't captured automatically by our system you have the ability to go ahead click on add event and let's say I'm using this to denote when the first Bridge calls started so I'm going to say this is when the first Bridge call was started and I'm going to go ahead and hit add and as you can see it shows the event over here additionally what I can do is I can choose to hide events what that means is the event is kept inside our system database but when you actually go ahead and Export this report at that time it's not going to be shown on your final report you have some addition controls over here so for example if you want to change the presentation of the timeline you want to sort it in descending order you have the ability to make that flip if you don't want to group events for example you can disassociate them so that each event shows up as its own separate timestamp finally we also show you some of your key related records so for example any Associated problem tickets any Associated change requests all of those will show up in the related record section if you'd like to preview this you can click on the preview and it shows you what the report would look like as a PDF the final thing we're going to touch upon in our demo today is around our admin experience I'm really quickly going to show you what that looks like so the way I can navigate to that first I'm just going to go ahead and impersonate my admin user so that I have the requisite level of access all right and now what I do is I come over here I type service operations workspace I click on the overview now over here as I can see there are a couple of different sections available to me so I'm going to go ahead and go on the itm core section and I'm going to go ahead and hit on configure and as you can see there are various different core major incident functionalities that are exposed to me over here so right from assigning major incident managers in your system the creation of your communication plans communication templates all of these core functionalities that we as service now believe you need to leverage in order to start getting value they're exposed over here so just becomes a little more structured for your system admins to figure out what are the different features that they need to implement in order to get running with the with the basic cases of the product with that I'm going to wrap up my demo hopefully if you if any of you have questions you've been putting them inside the chat and Q&A and with that I'm also now going to take some time to talk about our product road map so while I let me just go ahead and bring my road map slide on and I'm going to share my screen again all right um yeah here we go so just just talking about where we are in our Q2 store release as a part of our Washington family efforts we launched our new major incident experience which are the capabilities that we just walked through so we launched our new overview we've launched Playbook support our major incident timeline and P as well as the communication and collaboration phases we've also given that admin experience where we've refined some of the use cases that allow you to just understand how as an admin you you need to start setting up our products going into our August store release as of right now one of the key items that we're trying to deliver is announcement support so what I mean by announcement support is as an as a major incident manager you're actually going to be able to compose and publish banners and these Banners are going to hit your end users on their service portal so right from the S experience you're going to have the ability to build and deploy these banners we're also also trying as of right now to see if we can refine some of our admin experience use cases again all of this is roadmap so I would I would ask you to keep it within the confines of our Safe Harbor going into November and further out we're looking at possible Integrations with Gen so one of the top use cases that we're trying to look at is seeing if we can give you any kind of gen capabilities for drafting Communications when you have to send out that email you have to send out that teams notification letting your exx know that this is the L latest status update can we as service now give you gen that makes that work easier for you another key piece we're interested in seeing is if we can bring any kind of gen capabilities around post incident reporting just being able to create the initial draft of the report using gen tone modifications seeing if you can abstract out technical details for more business facing stakeholders things of that sort one big piece that we're probably going to be targeting in 2025 is around status pages and subscription management so this is the idea of Mi managers being able to publish user facing or maybe even customer facing status Pages letting them know what's going on what's the downtime when are things going to be fixed additionally we have some enhancements planned for our process uh our process and predictive intelligence based Integrations as well as being able to see previously sent Communications and one of the things that we're most excited about going into 2025 is we're looking into the possibility of making our Channel integration setup easier we've heard from a lot of customers that currently it's very difficult for example to set up Microsoft teams and pilo and we're looking into providing on in product ways of making that easier with that said I'd like to really quickly just beam up our team contacts this has been our talk track for major Incident Management but we we've operated at a really high level here it's entirely possible and even expected that you'd have follow-up questions so in case you're interested in knowing more understanding how you can leverage some of the features that we've spoken about today please feel free to reach out to our team members so we've got Shiva shasan who leads our itm products for service operations along with Sonia Gandhi Janet who's one of our team members on the panel is our service operations outbound lead she handles a lot of our GTM activities and I myself am the product manager for major incident so in case you're looking to know more there's interest on your side or you're just looking to get some help share some thoughts with us please feel free to drop any of us an email and we will we will more than happily attend to you additionally we've got a list of resources here we'll be putting these links inside the chat as well couple of things that I want to call out we've got the service operations workspace 5.0 release which is where you get major incident I I do want to call out the way this works so we haven't shipped major incident as a separate application on the store you'll have to look for the service operations workspace 5.0 release when you go to that release and you install it you get major Incident Management automatically the documentation is separate though so we've given a different a different documentation link for major Incident Management in service operations workspace along with that some of the sister products that we believe you should be using to to get maximum value out of this implementation is on call Scheduling as well as notify and task Communications management so those three links will also be shared with you in in chat okay we're 1 minute over so I want to take take the time to thank you all for joining us hopefully you found this session valuable please please please do share feedback with us and let us know how how it went for you once again these are the different contacts of our team members please feel free to drop us an email in case you're looking to learn more or you have feedback you want to share or maybe there's a customer case that you've opened and you're just not not able to get some traction with we will be more than happy to assist you in any way we can we'll stay on for a minute just in case there are any more questions before winding up once again thanks for your time hope you found the session useful and I have not found that now assist link yet but I will find it and get it sent out to you Martin