and welcome everyone to our session streamline manage and secure your operational technology assets I am P Patel a technical product marketing man for our it assets and operational Technology Solutions at service now and I'm super excited to to be here joining me today is Bradford Blair yeah thanks for that intro PE really excited to be here with you as well I'm an outbound product manager currently focused on our physical Asset Management products one of which is operational technology Asset Management uh and I have a lot of um eagerness to discuss this with you all further and look at some ways that we can help you all find some practical solutions to increasingly complex challenges in the industrial environments yeah thanks uh thanks Brett um you know so be before we get started I do like to point out our Safe Harbor notice you know everything we are covering today is part of our product release but the presentation may include or you know forward-looking statements this statement should not be relied upon in making any sort of purchasing decisions as for the agenda um of the of of the session in today's session will cover industrial organizational challenges um service now approach to address those challenges a short demo of of our Enterprise and operational technology Asset Management Solutions how the two um kind of converging um in the industry um based on some of the personas um and then uh towards the end you know key takeaways from the today's sessions uh with additional learning resources for for you guys to kind of come up to speed on what we covered um but before we get started you know Brad has a a question for all of you um here so Brad take it away that's right let me fire up this poll here I'm just going to grab it but only two poll questions so fear not we're not going to bombard you um but this is something that just let us know know where we're meeting you all at and so quite simply you should see a popup in your Zoom screens by the way and the question is is how familiar are you with operational technology Asset Management all answers welcome here from a lot all the way down to new to me tell me more getting a good response rate I'm gonna not lie it's not great it could be great there's a lot of amazing people on this call and that warrants an amazing response rate now we're getting somewhere last chance to let us know where you're at where 75% come on guys there we go all right we'll roll with that but that that's very helpful for us um let me share these results we can take a look so uh PE what I'm seeing here is a mix of everything which makes me very happy look at that 20 230s and 220s so um I think we're going to very much meet everyone where they are and for those of you that um know a lot or somewhat uh you know very keen to get some of your insights and takes on some of the fundamentals we're going to discuss here um and while I'm talking about that um throughout this presentation feel free to type any questions you have in the Q&A I of course would suggest that they're related to the topic um but by all means free country you can type any question you want um just make sure you use that Q&A feature rather than chat and we'll do our best to answer all of them I'm not guaranteeing we will but uh when one of us is talking the other one will monitor it and you know if time permits we can maybe kind of round robin through those PE anything you want to add to the poll um yeah a couple couple things one we presented the same U presentation and um a demo at the uh knowledge session last um you know last month in Vegas and interestingly um there were more people um you know in one-on-one conversation after after the demo that were looking to um one they already were familiar with service now uh investment into the uh the OT operational technology um and they they wanted to see a bit more advanced use cases right and um so it was more based on our experience we had a lot of people in that you know top two questions you have a lot and somewhat but we want to see more before we kind of justify making any sort of a you know a forward decision so um some of the material we have uh use cases challenges hopefully will highlight why we're choosing this topic and to to kind of sharing with you if you're not seeing um that topic being discussed in your organization today um be sure that it's coming up because that's what we're seeing in the industry is that conver Ence of it and OT kind of bubbling up to the same stakeholders um right with the same challenges so yeah absolutely let me uh let me stick a further pin in that and let's go ahead and proceed into uh I'm going to spend the next few minutes laying the foundation for the challenge I'm then going to point out some of the use cases that come out of the box um that will help address these challenges uh and then p is g to give a demo so I I hope I've I've given you um the insight into what we're going to accomplish here but let's let's hover on these common industrial challenges uh and what these are doing is they're showing how both physical issues in digital outages can cause production downtime um the one that really sticks out to me um and yes acknowledge that it probably sticks out to me because I work for service now and I'm always looking for ways we can help maximize efficiencies 90% of manufacturing employees are using spreadsheets weekly now of course there's a lot of context behind that inevitably a spreadsheet will be opened up but I think it's pretty safe to say that there's a lot of opportunity there to help these manufacturing employees and industries um ensure that when they're doing data input they're doing it in an environment um that won't be siloed in a spreadsheet and they're doing it in a way that will Foster automation um if you then take that challenge and you match it to the other two data points uh top of Mind Of course um for both the reputational and bottom line implications is when these increasingly connected industrial assets and we'll we'll get into what that means here shortly um are susceptible to being breached um it's just we all see the headlines so this is something that is really uh timely um and it's increasingly important um and that leads us [Music] to the Viewpoint and the ethos of the service now platform and more particularly our suite of asset management products what can we do to help users of these products take the data that they have and then use that to automate some of the workflows some of the actions some of the insights that are going to help them ensure that they're maximizing availability minimizing security risk and optimizing cost as we dive deeper into operational technology Asset Management um just know that like all of our other Asset Management products and also all of our other operational technology products it resides on the same now platform and so what we're doing is is we're essentially upleveling those various spreadsheets that reside potentially multiple locations and there's multiple versions of them and we're empowering the users to work from the same shared platform and data um model with the same data so that when you're planning for the deployment of that conveyor belt or you're planning to retire that CNC controller uh everyone has the latest and greatest life cycle info and when we do that you're going to be in a position to at minimum be able to answer these questions that we have listed here um and then uh more as you get more advanced and more likely as you proceed on this journey you're going to be able to answer them in a beneficial way to your company I'll pause there P anything you want to add that that maybe I missed oh P you're on mute if you're uh speaking thank you um yeah yeah thank you um I was gonna you know what I was saying is those that are already doing the asset management work uh with some of our other solution in Hardware software you kind of start to see this whole life cycle that we uh constantly bring and share with you right everything from Acquisitions to the um you know the disposal um on the OT side it's a it's a similar process but now you have uh more operation Centric more uh security um patching and and things like that so we're kind of following that same methodology that a lot of you are already familiar with it so in turn U basically if you do take on this business for your uh stakeholders the the learning curve um sure it's a different CI items um it's a different workspace um but the concept of managing this athet within the organization between sites between locations uh securing securing them discovering them it's it follows that same um Asset Management fundamentals exactly exactly yeah thank you for tying that together F and let's as always we want to address um the platform the Baseline and what's similar now let's get to what's different because we are talking about a different type of asset here um we're talking about industrial assets specifically and I fully recognize and acknowledge that there is indeed more Nuance both known and also unknown as techn techology that continues to evolve that is not covered in this sheet um alas we only have 60 minutes and I do find that this is a great starting point to talk about two key distinctions with industrial assets so what do I mean by that let's start with the column on the left side these are connected operational technology assets uh if I use the acronym OT that's what I'm referring to I will try to void using the acronyms as much as possible um speaking of acronyms here's more acronyms uh representing these various essentially they specialized computers um are they like the computers that you and I are on right now no but the they are designed as you know computer systems and their job more often than not is to operate Within These heavily industrialized environments um whatever the industry is manufacturing or supporting um obviously by as the name would imply these are connected assets but they don't necessarily reside on um things like secm or service now Discovery those technologies that are used for uh the it uh assets if you will so when we think of that we think of the computers we're on now we think of software Li licenses those are very important things uh but that's not what we're talking about here we're talking about these connected industrial assets that are often discovered by completely uh different Technologies uh the service now OT products uh integrate with many of those uh we're not going to dive too deep into that here but the point I'm trying to make is is that as we proceed along with level setting where that data is coming from and what kind of data points we're looking at OT Asset Management um is going to essentially you know come into that picture and provide some of these uh workflow enabled asset life cycle events to support the use cases that are unique to these connected OT Assets Now I'm going to share some of those here in a second let's go to the right hand side side which is the non-connected operational equipment this is the stuff that um you know at least I tend to think of for better for worse when I think of in industrial which is really unfair of me because indust show is increasingly uh so technologically advanced but the big ovens the big conveyors the pumps all of that stuff is alive and well um it's just managed differently and it's configured differently um increasingly with those connected OT assets on the left and then often many operational technology assets are essentially um deployed uh in in in a manner that's integrated with the operational equipment on the right so it's not sufficient to track both of them just individually you have to track both them as a model that's the service now abstraction of saying hey I have this model that includes the O the operational technology asset and then how are many operational equipment assets it's managing or um feeding data points to uh and I need to know that relationship I need the ability to either a service one or many of them uh independently or B I need to service all of them at once and we'll get into some scenarios where that would be applicable here shortly PE anything you want to add here before I uh proceed um really you know a lot of the manufacturers were we're talking to are kind of building their um kind of a road map towards the digital connected future right and so um what you're seeing here is the different the both connected and and non-connected OT assets it's it's a challenge it's a challenge for them to be able to make sure their entire Factory or the assembly line um and everything that is included on that floor um are being managed properly in a single uh system of Records so they can one um get to you know the discovery of it uh you know what what's the uh uptime what's the downtime um the the life cycle State the maintenance so I you know this and this is why we're kind of talking to you as a unifying all of your um industrial asset on a single platform and that's the kind of uniqueness about having a service now of solutions you know where you'll see in the demo where multiple personas across the Enterprise can get their work done um on a on on a service not platform exactly so let's go into some of those use cases this is not all of them uh but these are ones that we feel uh are are worthy of sharing in the 60 minutes we have with you everything I'm showing now are features that come with OT Asset Management right now is controlled go to market um so all these features and functions that I'm showing here are things that don't reside with the other OT products um so what we're showing here is how um going back to the previous two slides that we mentioned we laid the foundation for you know the challenges of industrial environments and then the unique considerations of industrial assets now let's look at some of the features that are tailored towards that specificity while still allowing us to take advantage of that now plat form for the other things that of course uh that business will manage outside of asset management or OT per se so what we're looking at right here is proactive maintenance plans and work orders so this is an out of the-box module uh when I say module if you look at the screenshots you'll see on both of them there's a blue Banner running up and down and then within that blue Banner you'll see icons which we call modules and as you would probably guess the wrench signifies the Work Management module and what we're showing here is the ability to take a proactive and reactive stance to the maintenance of your industrial assets both are needed uh when we're talking proactive maintenance let's say the manufacturer guidelines for some of your operational equipment specifies that it's recommended that the items are uh inspected every two months or whatever the time period is you as the asset manager or the plant manager or whatever your title is the reality is is that you're in charge of making sure that that equipment is maintained you will go into operational technology asset management and create a maintenance plan for those and you will dictate when it gets triggered in this case by duration and then you will also ascribe to it checklists that you create um you'll create those based on either a the manufacturer considerations or perhaps some leading practices unique to your organization and then once all of that's configured and things are set up when the interval comes for that next two months out the system will automatically create the work orders and send those out to the technicians for them to complete the work so that's an example of proactive uh there of course are going to be times where reactive is uh not just necessary but also you know very much leading practice uh let's say a gamble walks being performed or something like that and something is not correct whatever it may be uh with an asset maybe you notice one of the uh operational technology uh terminals or displays is needs to to be rebooted whatever it may be uh you can then use the same module uh if you're the actual asset manager or technician uh to create that work order or you can leverage other features and functions to empower uh end user technicians through the other operational technology products to submit that request so we're providing um a lot of these things that perhaps if we go back to the challenges weren't necessarily being done in a digitized way but we're bringing that onto the now platform and we're bringing a lot of that um ethos to how we're accomplishing these things PE anything you want to add to that mean really the the pinpoint uh the challenge number two that you know you showed earlier 65% of Enterprise asset manager um we surveyed uh reported that they do not have a suitable solution to to do just this you know optimize their maintenance schedule and avoid um the downtime right and so this particular um uh workflow um takes care of that out of the box um what allows your team to be able to be proactive about it and and you know let's let not forget how it could increase the life cycle uh of that asset just like any other asset at home you might be you know looking at the hwx systems how you change filters and you know have a uh you know a fre on refilled and things like that same concept um but you know you're talking about a a a large complex um you know system uh with a specific prescriptive um maintenance calibration uh you know schedule and recommendations from U from vendors so this really kind of addresses that um out of the box exactly got a few more to go through here and I want to make sure I leave ample time for for push's demo um D did a little time check here I'm always very selfishly excited about asset total cost of ownership um I think it's going to provide a lot of these organizations the ability to increase Financial efficiencies that they haven't been able to do before not for lack of ability we're not talking about rocket science here we're just talking about surfacing it in a way uh that allows for it to be very visible and very transparent um so as we proceed to embrace more and more of these connected operational technology devices and how the operational equipment is working in unison with them um we want to look for opportunities to give users of OT asset man management the ability to ensure that they're making the most cost effective decisions um what do I mean by that let's say you've got two configurations of a CNC lath machine uh for whatever reason you had one configuration you know we'll call that configuration a and then you had another configuration configuration b as your adoption matures on OT asset management and you start ingesting all the data uh in terms of time worked on uh fixing Parts uh the cost to get repairment Parts the initial Purchase cost for things that will be tallied up automatically by the tool and then when you go into oper or excuse me asset total cost of ownership you'll be in a position to essentially compare CNC La configuration a CNC lath configuration model configuration B Against The Benchmark that you set and then when you do that you're going to be empowered to say hey this is just one data point of course but it looks like the a model is a bit more cost effective than the B model or vice versa and then those are the type of things you can use to really have some um important conversations about how do we want to ensure that yes of course safety's Paramount um efficiency in terms of output is Paramount uh once we know that those two are covered um is there an opportunity for us to choose the assets that cover those but do that in a uh most more cost efficient way than others um so we're real excited about this feature and uh you know already um eager to see what customers are doing with it simplify onboarding uh for single and multi-asset use cases this is this is us trying to be practical as possible at service now we of course are going to ascribe to the best leading practices when it comes to asset management and a diligent focus on the life cycle of an asset we recognize that reality may not always match up to that so we don't want to dilute the importance of that but we do want to meet customers where they are what do I mean by that uh some of these organizations there may only be one person who the asset manager or the operational manager whatever their title is but that one person may not be the only person that receives assets we're talking about global companies here you don't even need to be global companies that have multiple Regional locations or local locations there might be other users involved that receive assets that isn't then their nine-to-five job description per se but that's the reality so what can we do to allow them to provide the information that's needed so that that asset is onboarded in an efficient way and then that the asset manager is able to then proceed with um ingesting that information within position so uh what what we've allowed for end users um and these are people that don't they don't have to have any type of otam Licensing per se these are just people that have access to the now platform they can go and to the employee service portal and basically submit an onboarding request saying hey you know I received one or tens 20 you know hundreds of assets and then the onus will be on them of course to input you know the serial number the unique asset tag but once they do that and submit that request that allows for that information that perhaps if we're making some um educated assumptions from the challenges we look at earlier information that at that point was just residing on a spreadsheet somewhere now it's in the platform now the asset manager can follow these prescriptive steps to make sure they're onboard it correctly these are not meant to replace existing best practices um we recognize that uh there's going to be a lot of unique due diligence that's done at uh a lot of these manufacturing and Industrial companies but these are things that at the very least we think it's important to at least think about making sure that you have some key asset details to think about some of the maintenance impl implications of these items and ideally you'll put all that information in as you onboard it um if not that's okay you can use it as an opportunity to say hey we can skip this for that reason or hey we don't have that information now but we'll come back to it later uh so this is something we're pretty psyched about bringing out the environment a little bit more um I do see one question in here real quick so I'm going to do it uh what is the ownership in the service now contents the financial owner of the OT asset or the physical owner um so the ownership of the financial owner of the it asset or the physical owner um so the way I think this question is referring to OT asset or to total cost of ownership I apologize I don't fully understand the question but um what that is doing is is it showing we're assuming that in this case both the person who's managing the asset and then is also the financial owner of it as well so I recognize that there's some managed use cases out there and happy to sidebar conversation that but for purposes of this Viewpoint um what we're talking about is a situation where the owner of the asset um is also the operator of the asset um OT Asset Management does of course include the ability to look at assets that are being leased so maybe for some of those ones that are least you're not necessarily tracking the total cost of ownership in the same way um and it's not something you have to use for every asset but for those scenarios where it's important to the user of the product to have that information they can do that optimize asset and spare part inventory uh This Is Us providing the ability for inventory management so what are some ways that we can enable users of OT Asset Management to create stock rules and then based on those stock rules that are tied to specific stock rooms um these of course are things that would be input by the user of OT Asset Management uh every environment's going to have different stock rooms um what are some things that we can do to ensure that thresholds are never uh exceeded or depleted in terms to key spare parts in inventory so when we're talking about manufacturing industrial use cases you can see the value of that in terms of making sure you have the requisite Parts not only for things that are being produced but also the assets that are being produced themselves uh so this is feature that I think is going to dtail nicely some of those things we were talking about P anything you want to add to that one um you know I mean this kind of goes back to a lot of the use cases with the the physical business assets or Enterprise assets you know a lot around having a a stocked inventory available visibility into what's what's in the stock right um and uh do we need to Source from the vendor or or third party yeah um and and this becomes critical on some of the um industrial with industrial assets um you know if conveyor built or the or the tractor straps breaks then if those were contracted or or were scheduled based on the throughput right it has a a implications on at the end of the day you know did it produce what we um estimated and paid to do so so a lot around having those parts um readily available right um whether they were recommended by oems or the life cycle that they break sooner or tend to require maintenance um and be able to to get to them quickly exactly okay one more uh use case and then PE is going to do a demo here so this is Opera ational asset move um orders and so this this gets back to a comment I was making earlier about the ability to not only address um individual components that make up a CNC lathe machine such as proactive maintenance of certain parts but then also the ability to execute life cycles for the uh whole CNC lath itself inclusive of all the uh various op operational technology and OE equipment um items that are in it uh in this case a move so inevitably there'll come a case where maybe something needs to be moved across a f a facility floor or maybe to a different facility entirely um having the ability to have that information in the tool and be able to put in things like moving slips whatever it may be to perform that due diligence while you're completing the work so it's not something that after the fact oh man I got to go back and update this sell spreadsheet um while we're doing this at the moment where the information is clearest and freshest and it's most advantageous for everyone involved to do it we're going to provide the ability to do that and then everyone is going to be working from the same sheet of music essentially uh so this is a cool feature that I spent some time demoing um and I'm really excited to see how people use it not only in conjunction with uh some of the other OT products but uh for those that are also leveraging the indoor mapping features that come um with uh the asset management products um the ability to then track that that way as well BR there is a there is a question that just yeah let take a look through and has to do with the industry assets having an expiration dates right um things like capacitors that yeah to degrade over time so uh answer yes so we at at present there is no curated content um but you have the ability to use fields to populate that information um we recognize that um and I'm I'm leaning very much into Safe Harbor here uh you know what can we do to perhaps provide content uh in a way that that's going to be usable for all um that's something that you know we're getting out into road map you know Safe Harbor land a little bit but in terms of the immediate ask um you can input that information you can then assign it to a model and then based off of that information you can assure you can then ensure that your workflows are geared towards hey something is degreg it's end of life we need to execute on replace reping it or repairing it all right PE I think it's time for you to do a demo yes sir so let me go ahead and grab the screen from you yes um and then if you could confirm that you are looking at Joe Kenzie Enterprise asset manager Jo Kenzie perfect perfect so um great so I'm going to cover uh some of the things that you already heard from us and terms of the um the personas um the total cost of ownership and things so you know for this demo what we've done is simplified um some of the roles and function uh we we will cover today but we know that you know maybe completely different role uh within your organization so in this case Joe who is our Enterprise asset manager also has access to the OT asset dashboard right and that's the uniqueness about service now platform is a lot of these workspaces and dashboards can be accessible uh of course based on U you know role and access control uh but it's it's all on part of the platform and you know here's Joe looking at the um AET dashboard to see what assets have been discovered so now you know Brad talked about this the discovery of these assets it's there's no secm or or or things like that but there are ways to discover OT assets right right um so let's talk about how we are able to get OT assets into service now um so when assets are discovered um and brought into service now much information is collected and anything that's missing can be added later one of the key feature of service now platform is that it allows you to display the data you're seeing here um in interactive reports and what you're seeing then here is at the bottom of the screen how we are able to bring in uh the different OT assets into service now by you know Excel spreadsheet um service watch uh third party Integrations like Microsoft Defender for iot clarot and dragos these are all common Integrations um that are uh built by service now that can bring these some of these Assets in service now now Joy is also responsible for the Enterprise assets right these are these are your physical OT devices operating equipment or parts and tools um that are used to maintain this asset so and he's been asked Joe's been asked to provide a cost comparison report for laser cutting machine um between uh the New York and Santa Clara plans so Joe starts with total cost of ownership dashboard notice um the data here reflects uh many different business assets such as MRI machine laser cutting um equipment and even construction equipment so earlier in the day based on this ass Joe kind of went ahead and uh built a report uh created a report to compare the cost uh of the laser cutting machine model and when you know while he's generating this report he has an option to uh use the the actual cost but you can also use the projected cost which would include the uh entire life cycle over you know of the asset the entire lifespan of this asset and so then once he's done with this and clicks on the report um he can see a cost breakdown of this asset of this laser cutting machines between two different models the maintenance the warranty the repair the labor and so forth right but what this report actually is doing it is explaining that cost center owner the physical owner and or the financial owner you know question was you know who owns this AET could be combination of um both teams right but what it's doing is it's clearly presenting why it's not economically feasible to maintain and operate this older model when these new assets going to cost them less right so now Joe can use this data um and raise the asset refresh date rather than waiting until the end of the cycle so just in few clicks you know Joe found an opportunity to kind of maximize the value of his high value laser cutting machine you know all from a single single workspace now discovering your assets is very important in the asset management space uh but how you secure them is equally important um and that's where Robert comes in so Robert is responsible for managing the security uh of all the industrial devices and protecting them against threats like ransomware denial of attacks um Etc um so Robert starts his day with industrial workspace where he's able to kind of view the state of the OT security of all the location is's responsible for and he notices there are 10 active vulnerabilities um you know in the Atlanta manufacturing area the work fits also kind of gives um Robert a lot of different dashboards out of the box you know this is where he can kind of see quickly see P's team is uh doing with managing the vulnerabilities some of the ASAS and kpis and things like that now um back to those 10 vulnerabilities in the U in the Atlanta manufacturing right so Robert wants to know well you know how about you know who's going to manage this how are they being managed um so he reaches out to to Troy he you know Troy is an industrial control system engineer um who you know who does the day-to-day managing and patching of the uh connected devices um for that Atlanta plant and and Troy logs into industrial workspace and notes that there are the same 10 vulnerabilities um that have uh you know popped up on his workspace that requires um some attentions and most of these again they are you know they're part of the the manufacturing side so what tro is going to do it's going to try to get a a kind of a high level overview of where this T vulnerability exists um so he navigates to the equipment model and drills down into that manufacturing um work center too now it's worth noting that because of service now the relationships between all these different configuration items in cmdb Troy can view that um equipment model hierarchy in a visual format by looking at the OT dependency map and and this is kind of a super cool because it it actually Maps out everything from the manufacturing floor to the the parent child all the way down to the the subcomponent um of the hierarchy now let's look at those those U vulnerabilities um you know that were discovered um on the OT devices um and what he's looking at here is you know there's there's a lot of information being pulled not only from the configuration items itself but also from from the U from the vulnerability scanner uh such as you know the summary of the uh the vulnerabilities the OT devices in this case is the the PLC controllers uh Manu factures risk scores and things like that um and this is super important because this data provides Robert and Troy with the information they need to kind of quickly determine what the next steps are and so then speaking of the next steps um what Troy is going to do is going to create an action item to make sure this plc's receives the patch it needs in a timely manner so for the purpose of this demo we're going to assign this uh task to to Troy Troy Troy then creates a um you know change request um to in order to implement the patching um patching on these plcs on these devices now these are some of the outof thebox um change process workflows but it depending on your workflow you could add more or change some of this whether it needs an approval whether it needs to go through a change Advisory Board boards and things like that um but this is kind of where we can really see the power of service now uh operational um technology solution because what tro is going to do is gonna using the schedule assistant tro can schedule the actual change um patching of the plc's um in the in the next plan downtime right all without having to leave the workspace he's already in right and and this is this is huge um so then um you know and through the magic of the demo we'll just say uh this is exactly what happened the patches were successfully applied to the PLC during the scheduled downtime the the W vulnerabilities were resolved and the remediation progress is is 100% right pretty cool right um but that's kind of like the high level overview of discovering finding vulnerability executing patching uh you know workflow um and kind of making sure the the system is up and running right so I know that's kind of a a short um uh you know amount of time in this short amount of time what what I cover is is um uh pretty comprehensive end to end but the main points to kind of uh take away from this presentation and demo are you know you can have a complete visibility of all your assets um on one platform um you can achieve fast F resolution time with the schedule assistant and I even even touched the the now assist which is our some of the geni capabilities when it comes to knowledge management and and a playbooks approach um and then the the third key takeaway is kind of improve your OT security posture uh from Discovery to remediation so that kind of covers um the demo I think bread you you have some additional