hey everyone thank thanks for joining us today on the session to talk about major inin management inside service now I I see that we really have uh a truly Global audience we do have people from the APAC also and it's it's late at night so thanks thanks so much for making the time to join with us just just a quick note before we uh start start our main presentation today we are going to be looking at some forward-looking content so please do keep that in mind that this is sensitive content so just a standard Safe Harbor so that you're aware please be careful about making investment decisions or purchase decisions basis the information you see please do work with your account team very closely to know what you are or are not entitled to with that said what I want to do is I also just want to let you know that while this is meant to be a conversation uh we would like to I I see some people are unable to to hear us I just want to confirm Janet are you able to hear me okay absolutely 100% awesome John I think maybe maybe it's in issue on your side if you could just check your Zoom connection please all right so this is meant to be a conversation but unfortunately the zoom format that we're hosting it in is a webinar so we are going to ask that you rely on our question and answer format in case you have any concerns that you'd like to post there are team members on on the call with me across product management and engineering and while I am going through the content they are going to be looking at questions and helping address any queries that you have so please please do use the Q&A actively as we have multiple panelists who are going to be monitoring this along with that I would also like to inform you that today's session is going to be recorded and shared on service now community so in case you are looking for that recording post session to send to your stakeholders we will make it available to you I'd also like to let you know for those of you who are joining a service now webinar for the first time we do act actively run webinars for our different product areas on the service now Community itself you can scan the QR code that's currently on your screen and it will take you to the Community page from where you can see all of the different webinars that we have we're doing a whole Road Show in the IT service management space this year so if you're looking at Big Investments let's say either this year or next in let's say Incident Management problem management change I would definitely recommend that you take a look at the community on a regular basis because we've been push pushing out a whole bunch of features and now we are working with customers to get them successful on those capabilities so definitely definitely something to have on your radar now what I want to do is I want to spend some time asking all of you a few questions just so that we have a little bit of an idea of our landscape who we're talking to this helps us cater to your needs a little bit better in today's session so the first thing I want to understand is what's your role at your organization as from all of the different attendees who are here so are you a major incident manager are you a process owner a team leader or a developer we want to hear from you so what I'm going to go ahead and do is I'm going to go ahead and quickly launch a poll and you will see this poll on your screen and I would like for you all to just take a quick minute and go ahead and vote on this so that we can get some feedback around who it is that we're talking to so again there there are four options available to you if you could just choose the one that best describes your role at your organization it would help us a lot in just getting Clarity on who we're speaking to we leave it open for for a little while just so that all of you have the chance to go ahead and vote all right just going to leave it open for a couple of seconds few last minute hold outs please please please do take the time to vote and tell us where uh which which of these best describes your role all right I'm going to go ahead and quickly share the results of the poll just so that we can all get a sense of what's going on here so quite quite a mixed mixed group of people which is always nice we've got some major incident managers Among Us great you you are Persona zero for us hopefully things we're going to be showing you today really resonate with you we've also got some product owners and it team leaders which is nice as well and rounding it out we've got a couple of folks from the admin developer group as well so great to meet you all again hope hope you resonate with the demo part of our presentation just to understand a little bit more about where you are on your service operations Journey we have one one more poll question that I'm going to be bringing up on screen let me move to the next slide so this is around understanding where you are in service operations workpace so just quickly we want to take some time to know hear from you what is this the first time you're hearing about service operations workpace have you already started implementing it is it on your road map I'm going to quickly go ahead and launch the poll yet again and I'd like you all to take a minute to just quickly go through the options available and give us your go just going to give a few more seconds so that everyone can go ahead and put in their answers for those of you who are new to service operations workspace at one at one point in this in this presentation we are going to beam up our contacts for each of the team members on on call over here we would love if if you're interested in hearing more about service operations workspace getting a targeted demo we would love for you just to shoot us an email it's entirely possible that we don't have direct access to you so if you can just shoot us this shoot us that email we would be more than happy to set a followup with you demo demo service operations workspace as a whole let you know what the value proposition is and get you on boarded if there's a possibility for that all right I'm going to go ahead and end the poll really and just share the results so that we can all see so again nice nice mixed group of people over here we've got some people who are brand new to the service operations workspace welcome hopefully it's going to be an exciting view for you seeing where we're taking itm in in terms of the future of interfaces we we also have a bunch of people who are implementing service operations workspace already and evaluating on road map great awesome love to hear that hopefully major Incident Management becomes that compelling point for you to actually take that step and move move Big Bang into service operations workspace and again quite quite a bit quite a few of you are already using service operations workspace again hopefully we once we show you major Incident Management we can deepen the scope of that investment that you've made and extend how much value you're getting from your platform investment all right final question and after that we we'll stop with the we just want to understand where you are on your major incident Journey because it's entirely possible that major incident as a space is something you're new to so I'm going to go ahead and just pose a final question to all of you if you can tell us where you are are you brand new to Major incident do you already have a product solution in place or are you just here to evaluate on your road map all right just a few more seconds we still got some people who who have yet to submit their votes e awesome I'm going to go ahead and end the poll just quickly share the results this one this one is a little bit interesting to me first first time we we're seeing this kind of mix where a large number of you are already using major in cin management great to hear again it's going to be an interesting conversation I I do see that a good number of you are evaluating or thinking about bringing it onto your road map hopefully we make a compelling use case for you showing what it looks like inside service operations workspace and for those of you who are brand new to Major incident we've got we've got a great offering and you're going to you're going to see some of those capabilities live today so I'm excited to be here with all of you and once again I do want to remind you our team is here to support you on questions so anytime you have a doubt please go ahead and put it in our Q&A and our panel who are monitoring it live will quickly quickly just just address it I want to take I want to take a moment just to quickly introduce myself and my team who's who's working in the back end so I'm harsh malal I'm the product manager for major Incident Management inside service now so the key team members who are joining me are Janet Jim and um Sam all of whom lead our outbound product management efforts for the itm space and we've also got one of our directors of engineering somia who actually has built this product so all of us are here we're here to support you any questions you have about the session on major incident in service now in general please go ahead and put them in the Q&A you don't have to wait for the session to get over we are here to help you and enable you now we're going to come to the core of the conversation today by just talking a little bit about why service now major incident so service now major incident has been live for around 5 years we launched it first in in our London release and since then we've made incremental modifications to it but we haven't redesigned it in any significant way the idea of the entire concept was that first and foremost it reduces the need for your intera toggling service now major incident becomes that single pane of glass where your major incident managers work and all of their core workflows get stitched over here so right from detection taking a look at a ticket understanding whether there's genuinely a need to declare major incident right up to actually sending out your email or SMS Communications letting end users letting stakeholders know that you've got a major incident going on we handle all of those workflows inside our platform so the idea is that when you come here everything gets simplified for you along with that it also becomes an accelerated resolution when you look at our solution what we're going to be showing you is we're going to be showing you some of the different visual components that we've made just in order to simp simplify the work required for major incident manager we're also going to be talking about one of our new capabilities that we've stitched with called playbooks it's a platform offering that we have but we've stylistically presented it differently inside the major incident world just to simplify how things happen for major incident managers along with that we're going to bring it home by talking about two things we're going to show you our lightweight post incident reporting capabilities and we're also going to just do a quick screen grab of what are admin experience looks like for those of you who are admins looking to actually set up the product this is where we hope you will find interest I want to just quickly touch upon best practices and guidance there are three major prongs that we're touching upon now what we've done is we've come up with a new interface around major Incident Management we're no longer going to be talking about the major inant workbench for those of you who are newer the call don't worry about it if you're not familiar with the major incident workbench term while we're not deprecating the major incident workbench right now our guidance to customers is definitely that you think about updaing a new service operation solution the reason being it's built out in newer technology it's meant to be more configurable than the workbench and we feel longterm it is better suited to meet your needs now the three major aspects that we would like you to focus on when we're talking about major incident are playbooks communication collaboration and our admin experience so when we talk about playbooks what we're going to be looking at is you as our customer defining your business process on top of the service now platform and the idea is that this is going this tool that we're going to be talking about today it allows you to real time bring your process into a ticket View and use it to drive your resolution along with that we have advanced communication and collaboration capabilities that allow you to execute those core workflows from the platform itself so for example let's say you need to send out an email letting people know that hey we've got this major issue going on or else you need to start a bridge call whether it's on Microsoft teams or it's a teleph based call we have all of those capabilities built in as first class citizens on top of the platform itself so the idea is that we we want you to think about minimizing the number of times your major incident manager opens a different app we want to keep you on service now find finally bringing it home we'd like to you we'd like you to take a look at our admin experience now while we've gone out with something relatively lightweight right now the strategy that we have in service now in itsm is we're going to be as our product team making investments in giving you our customers these guided experiences so the idea is long-term like you would go into one of these guided experiences and it would seamlessly take you through all of the features that you need to set up and this is meant to be a representation of how we as service now believe you can get value so we're going to be taking a look at the major incident admin experienced today inside service operations workpace and hopefully that'll give you a sense of what it is that we're talking about over here now that was a lot of content and we'd be a Miss if we didn't get to the demo so what I'm going to do now is I'm going to be taking you to an environment and showing you a demo live of major Incident Management I do want to call out just before we begin the demo major Incident Management the stuff that we're showing you right now as a part of this demo is live if you want to leverage it as a customer the way you do that is you need your instance to be on Washington patch 2 or higher and along with that you need to install the store application for service operations workspace 5.0 my supporting team members are going to be posting links in the chat to documentation to the release so that you have quick access to it so please keep an eye on out if you do have interest now with that said what we're going to be doing is let's jump into our demo so we're going to take a look at Major incident from the eyes of one of our major incident managers so I'm going to go ahead and open up my ticket real quick give me a second while I just bring up that link all right so I've got my incident but I also do want to show you one navigational element so for those of you who are new to service operations workspace entirely what I'm going to do is I'm just going to show you quickly how you access service operations workspace maybe touch on it for a minute or so and then we're going to move into the core of the demo so the idea is that you if if you're taking a look at your instance this is this is what your Classic ticket view would look like like that that view that was there was just an incident so the idea is you click on workspaces you drop down to service operations workspace and you click here and it takes you to the homepage of service operations workspace now in this case I was already here because that link is preconfigured for my user and this is meant to be that landing page so on the landing page if for those of you again who are new who who are more used to our platform classic experiences this presentation is meant to be a little more contextual to users excuse me so for example here you see an overview that's customized to Andrew Andrew being our major incentive manager and the real real workflows for service operations workspace start off when you click on this navigational element over here this navigational element takes me to a list a list breakdown and all of the different core itm tables that you would expect to see are surfaced over here so for the point of view of today's discussion because we're focused on major incidents we're just going to scroll down here and see what are some of the different options available I'd like to call out that these are modifiable like you can add or or remove each of these elements per your need and you can also build out any kind of filters that you want to see so typically what's going to happen is a major incident manager will come over here and open up a major incident candidate now the idea is a major incident candidate represents someone calling in and saying that hey look I think there's a potential issue here please investigate further and really quickly I want to show you what the record view for an incident looks like so inside a major incident candidate I can see a couple of different things I can see the overview section where I have the summary and the impact now inside the impact I have all of my core Fields like service configuration items service offering I can also just quickly open up some related lists if I click on these so different kinds of information available to me at hand with the idea being that I should be allowed to quickly make a determination around whether or not there genuinely is a major incident another thing that I can see because I have it set up on this instance here is I can see some on call information getting triggered inside the activity stream so for example if you have an on call policy set up that sets up an on call escalation you will actually be able to see the notes of it over here Additionally you have some side panels that are available to you so for example you've got just some additional record information surfaced over here now what I want to do is I just want to tell you what the primary action is that we expect our users to do and then I want to take you to the core workking view of the incident because that's significant so given that you're on a major incident candidate right now the primary action that we'd expect you to do is come to an assessment and either promote or reject when you promote what that means is you're officially declaring in the system that hey we do have a major issue someone needs to investigate it and you do that by clicking on this overflow and hitting the promote button and if if you go ahead and reject what that says is look I've done the analysis and I don't think there's there's a need to panic here so let's bring this down to a lower severity and let's treat it as a normal incident so in case you go ahead and hit promote it asks you to put in a reason so I'm going to say I have confirmed that this impacts a lot of users and I'm going to go ahead and in fact I'm going to go ahead and just hit promote the major incident now what I want to do is I want to just additionally take a look at any details over here so one thing that I've noticed for example is that the assignment group is populated to Tableau Mi managers that that all is correct now one thing to note is if you got our on call solution set up what will actually happen is our now virtual agent will give you a notification so because I've already pre-populated my Fields I haven't gotten a notification but the idea is that when you create a new major incident you will go ahead and get this popup in your system letting you know that a major incident has been created and you can actually go ahead and accept or reject right from here itself if you go ahead and accept what it does is it will actually go ahead and assign the ticket to you now let's take a look at a working view of a major incident and and talk about why it's significant why it's different from The View that you saw on the candidate one key one key component that we give you on the working view of the major incident is this is this section to view impacted locations now if you go ahead and click on this what happens is it will go ahead and open up a world map and this world map will show you the different regions around the world where you have major incident impact so if you are an organization that's working across geographies maybe your distributed across the world maybe you're just working out of Europe or maybe it's even more nuanced than that this world map just allows you to get a visual sense of hey what's my impact like what are the different regions affected and do I need to change my engagement strategy to handle that accordingly again the idea being depending on the level of impact you've got the numbers you see here will change the colors will change so that you quickly get a visual sense of how serious the issue is and which area is affected more or less now the logic behind this map is configurable today this example that you're seeing in front of you what it's doing is it's taking a look at this incident then making a note of all of the child incidents and seeing who's opened those child incidents from that caller information what it does is it builds out a map saying that this is where my different callers are located these are the different end users whove called in saying they're facing issues so this is my potential impact it's entirely possible that that this this logic does not meet your business needs in which case you have that flexibility to go in and modify it per your needs the second major thing that I want to touch upon is around playbooks we were speaking about this when we were talking about the value proposition now in playbooks what we've done is essentially we've leveraged our platform Playbook capability and enhanced the presentation a little bit playbooks are for those of you who are who may not be famili with that offering are a platform capability that essentially allow you to take your business process and Define it on top of service now now the advantage you get of doing that is it allows you to introduce automations as well as you know giving you certain stylistic visual elements that just make it easier for you to operate Now quickly if I go ahead and take a look at what the Playbook tab looks like this is where I can access all of my different playbooks from I can see that I have two playbooks available for me I'm sorry I have three playbooks available for me so I've Got The Incident Management Playbook I've got major incident process and I've got something called the MIM Playbook excuse me now I'm just going to go ahead and look through the incident triage checklist so it asked me to first of all check if this incident is a major incident now I do that by going over here to the overview scrolling up seeing that the major incident state is accepted all right I'm good now I need to confirm if this incident is assigned to the right group so I'm going to go back here and I'm going to go ahead in my details section verify that my assignment group information is correct it is correct all right I'm going to go ahead and tick this back up and I need to confirm that all of the information that I need is available so how do I do that well let's go over here let's see do I have everything I need all right I configuration item is missing but all right I know that the service is Tableau and service offering is Tableau dashboard so I think I'm going to be good I can also see some activ around the activity stream so I know who I have to reach out to I I think I'm I'm good for now so I'm going to go ahead and hit check now there's there's an aspect that I want to call out here which becomes significant and that's you know in this little interaction I'm constantly having to go back and forth and while this Playbook that I was showing you is conceptually very simple I'm pretty sure that most of you are going to have very complex business processes with a lot of different steps a lot of if checks different conditions to be followed slas to be met so that idea of having to navigate back and forth between the tabs can get confusing so what we've actually done is for major incidents we've created a focused view now what I want to do is I want to take this time to highlight a very core navigational aspect of service operations workspace so service operations workspace works on this Paradigm of tabs and side panels and the idea is that you can use these combinations to assemble a matrix that works well for you now in this situation the problem that the major incident manager is facing is they constantly have to jump between tabs which becomes difficult for them to navigate so imagine your major incident manager excuse me you're coming online for starting off your day in that situation what you want to be doing is you want to be taking a look at the core ticket information so you're probably sitting inside the information overview Tab and you also want to have visibility into what's happening next are there any SL you need to meet are there any tasks that immediately need your attention in that situation what you'd like to do is you'd like to have your playbooks popped open so the view that You' probably be taking a look at is this one just to explain what's going on in these two columns you've got your core ticket information available to you you've got your summary your business impact you've got your activity stream where you can monitor anything that people are putting in along with that you have the major incident process Playbook open over here now this is a representational Playbook that we have shipped you have the ability to go ahead and Define your own and what we've done is we've created a configuration so what that configuration allows you to do is it allows you to restrict which playbooks get presented in the side panel so the idea is leveraging that configuration you can reduce the noise for your major incident managers only allow them to see the playbooks that are absolutely essential and along with that using this Focus view you can make sure that they can Assemble this kind of screen I'll show you one more example of why this screen becomes important let's say you're inside our Communications module which is what you can leverage to send out let's say emails or smss or things of that sort it's entirely possible that at this point in time you also need to be creating tasks which could be a step for you in your playbook so the idea would be that again you have this Communications module open up and along with that you just keep that Playbook popped out to have visibility into what you need to be doing next I'm going to go ahead and pause for a few seconds let all of you digest this before we move to the next section once again I'd like to remind you all please feel free to put your questions inside the Q&A section and our panelists will do their best to address them all right moving further ahead the next thing I want to call out for you is our communication section for those of you who are not using Service uh service now for major incident I'd like to clarify what Communications mean Communications represent those chunks of information that you're broadcasting out think one to many email updates letting people know what's happening that you have a major issue things that sort the supported channels that we have for communications are email SMS and Microsoft teams plus so what that means is let's say you needed to send out an email update or an SMS bulk update to people you could do that via our Communications module now the idea behind the communications module is that it automatically spins up communications in case you you have a major incident so if you set up this product properly we have a sibling product known as task Communications management and the idea is leveraging Task communication management you can predefine certain Communications to appear so that once your major incident actually goes live instead of your major incident manager having to build out emails and figuring out who to send it to all of that stuff gets pre-baked in so for example let's say I need to fill out this communication around notifying my Executives what I do is I go ahead and just hit compose and as you can see my communication is preloaded with a template it is pre-loaded with a list of recipients all of this works and one of the things that I do want to let you know is we actually do have advanced capabilities inside our TCM framework so for example let's say you need to build up a dynamic list of users based on subscription information for example our framework actually allows you to build such entities so that at runtime when your major incitive managers need to send out those Communications they are reaching out to the right set of people additionally I'd also like to point out that you can send a multi- channel communication so in a single flow you can send out an email SMS and teams blast right from the same place rather than having to do them as three separate UI interactions definitely something for you to look at for those of you who use the workbench i' I'd like to call out that we modernized the presentation here one of the pain points we frequently heard from customers was that the workbench interface for composing Communications was very small we've tried to address that by giving now a full screen view that hopefully makes it a little bit easier for you to send out those updates to your stakeholders the next thing I'd like to touch upon is our collaboration capability so the idea with collaborate is this is how you would start let's say a new bridge call or a new group chat so for example over here I can see that I've got a pre-baked card that tells me that I should start a team chat with my service owners now if I go ahead and hit start what it will actually do at that point is it will go ahead and start a conversation I'm just in the interest of time I'm going to gloss over that part but I would like to point out that this chat that you see over here this is meant to be a Microsoft teams chat the idea being that when you hit start it will ask you to open up your teams client and start your chat from there we also do support the ability to start a sidebar discussion which is our evolution of our in platform chat I'm going to quickly show what that looks like and I had start discussion and as you can see it just pops open an in platform chat over here I do want to call out that as a separately licensable capability we do have sidebar chat integrated with Microsoft teams so if you do actually opt for that license what will happen is you can leverage this in platform chat chat with users who are on their team's client definitely something to check out if it's not already a capability that's on your road map excuse me additionally in a same interface we have the ability to start a new call so if you for example let's say wanted to start a Microsoft teams meeting to start a bridge or you wanted to start a telepan based call you have the ability to do that from this interface itself so once again really just emphasizing that point I spoke about in our value proposition we want to keep you as much as possible on the service now platform so the idea is we'd like you as our customers start using these various Integrations so that when that major incident actually goes live the amount of time you to spend going outside of the platform is significantly reduced now bringing it home in terms of functionality one of the final pieces that we have is our lightweight P experience so once the major incident is resolved I'm going to go ahead and just show you what that experience looks like I'm going to say resolved by change and I'm going to go ahead and hit resolve and and now what happens is I get access to this post incident report functionality when I click on this there are a couple of things that are going to load so again I can just quickly see some core incident related metrics I can see who my contributors are I can also see my incident summary impact and resolution but the thing that we're most excited about in presenting to you from the service now side is our major incident timeline now the idea of the major incident timeline is it's meant to be that running log of event events that shows you what were the Key activities that took place during the life cycle of the incident now the major incident timeline does two things it captures key life cycle events so for example when was the incident created when was it proposed when was it resolved all of those things but it also gives you the ability to go ahead and add events by hand so the idea is if you're doing this work today in Excel or word we'd like you to think about bringing it into the service now platform so for example let's say I wanted to log the fact that major incident Bridge was created the way I do that is just by going in and saying this is when the first Bridge was created and I go ahead and add and as you can see it goes ahead and puts the event and now if for example I want to edit it I can go ahead and do that as well so let's say I just go ahead and put a previous Tim stamp you can see now that the event goes ahead and gets moved and you have some amount of control over the visual settings here here so for example you can choose when how you'd like to sort it whether you want to group events things of that sort and we also give you the ability to hide events from the timeline so let's say you go ahead and click on the hide button what will happen is when you actually export this P to a PDF at that point in time this timeline event will not be shown now I'm going to show you what the preview looks like just just real quick over here so this is a a small preview that you get of what your major incident report looks like now the final thing that we've shipped as a part of this release is our admin experience so I'm going to make sure all right I have the right user I'm going to go ahead over here and type service operations workspace and I'm going to go ahead and click on overview now this is one of the sections we're most excited about and this is one of those sections that you should keep an eye out for all right it looks like someone has gone ahead and modified this so real quick I'm going to go ahead and open another instance just so that I can show this to you now the idea of the admin experience is it's where your system administrators essentially should be looking to check out how they can start configuring our different products the idea with the admin experience is that it becomes the shop for seeing what are the different features that you need to be using in order to get value from our service now implementation so the way you access it is you click over here you go here I'm going to wait for this to load all right just quickly type in service operations workspace click on overview now as of right now there are only a couple of different product surfaced here but one of the top items that we are investing in in our product road map is bringing all of our core incident problem change items onto the setup page so as you can see right now I have major ins in management if I go ahead and hit configure what going to happen is it's going to take me to a page which shows me all of my different configurations that I have available for the major in product so starting from allocating major incident managers in your system right up to defining playbooks email notifications configuring the timeline all of that stuff is here and the idea once again is when if you're setting up the product for the first time this becomes your onstop shop for understanding what are all the different tasks you need to do if you're already our customer and looking to see what are the next features that you you need to get up and running with again this just becomes that compass that you look to to point you in the right direction so that that pretty much sums up our demo for major incident I'm going to go ahead and flip back to our deck just to talk a little bit about some key information so we did show you the Safe Harbor at the beginning of the release so I am going to just go ahead and put this road map in front of you as of right now this is what our major incident road map is looking like in our May store release as we've already seen we launched a bunch of different things we launched our new experience Al together along with playbooks along with p and those that new admin experience tentatively for August what we're looking at is we're looking at building out a potential announcement integration so the idea with the announcement integration is that you as a major inin manager would have the ability to put out a banner on an end users portal so for those of you who actually have a need to show your end users that hey there's a major inent going on the idea is youd have an experience where your major inent manager can actually draft the communication for that Banner hit a button and after that the the end users would directly see that Banner on their service portal now going into Q4 and next year we are invested heavily as you all know in our gen based experiences so some of the ideas that we have around here are leveraging gen for sending email updat as well as for building the post incident report given the amount of detail that you have in the post incident report the amount of work you have to do we really believe that there's value to be achieved over here along with that one of the big things that we're seeing in in our road map is around status pages and subscription management for people who are execs you need to have that page letting them know what service Health like is there a bridge going on for the major Inson what are the top Communications that were sent out so we are planning as service now to give you an interface that allows you to do all of that additionally one of the big ticket items that we're trying to Target on our road map is the ability to set up key Channel Integrations so we've heard from a lot of you that setting up Microsoft team setting up twio can be cumbersome at times and we are actively exploring in product ways to achieve those use cases now I do want to call I do want to close the session by saying that this while this is meant to be an overview just giving you a snapshot into major incident I'm sure there are entirely possibilities that you'd like to know more so what I've done is I've gone ahead and just put up a small slide of some of our key team member contacts uh Jim Sam if you guys can drop your contacts in the chat as well that'd be great so we we are the different members of the product management team who are available here and we'd love to talk to you to understand more about what you think about service operations what you want what you think about major incident it's entirely possible that there's something you were looking for which was not covered in the session today and if that's the case please drop a drop an email to any of the people you see on your screen here and we will set up time with you to understand how we can best service your needs with that said our team members have already gone ahead and put some of these resources in the chat so please do keep an eye out like I said the service operations release that we've shown you is the 5.0 May release in order to start leveraging ing the capabilities that we've spoken about you would need to be in Washington patch 2 or higher and you would also need to install the service operations 5.0 release we also touched a little bit on some sister products today so for example on call scheduling and notify task Communications management if you're interested in leveraging some of these additional capabilities we do believe that they provide value so we've also provided supporting links to the respective documentation when you install major incident you are automatically entitled to each of these products as well so definitely something to check out if you haven't already invested in now that's about it from our side so we we'll open the floor up in case any of you still do have open questions please do feel free to post them in the chat what I'm going to do is just to keep it simple I'm going to go ahead and keep the team contact slides open and floor is open we do have about 15 minutes left so if there are any questions please do go ahead and post them I will also start monitoring the Q&A and just to see if there's anything we can address live all right I see I see a uh a question from madum around connecting around showcasing gen please do drop us an email we while we are not the team that specifically looks after genni we can definitely connect you with the right members from our product team and they they can have that conversation with you uh I see a question from Jay around service now learning thanks thanks for raising that that is definitely something we are working on actively so tentatively like uh we are planning to see if we can get a major incident now learning course up if not by end of 2024 definitely beginning of 2025 that's where we are with that and maduma to your question you will be able to use MIM on S so with Washington the only thing to be aware of is you should be on Washington back to or higher I see a question from Simon around automatically creating a problem record uh great question Simon so while that configuration wasn't enabled in my instance I do want to call out that that is one of the features we've shipped so we've done two things the first thing we've done is we've given an automatic creation of problem so let's say anytime your major incident is resolved if you want to automatically go ahead and create that problem tracking ticket our Playbook actually has that integration baked in you have to enable it you have to set it to true in order for that to work additionally what we've done is we've given what's called a recommended action and I'm going to go ahead and show you how you can access a recommended action because it wasn't discussed in our demo so recommended actions show up over here now we've spoken to some customers who say look we we don't wait for the major incident to be resolved we create a problem ticket beforehand so for those kind of use cases what happens is you get this recommended action over here which tells you that hey look do you want to create a tracking problem to go with this incident and you have the ability to go ahead and do so right from here and what we do is we actually map a whole bunch of the incident Fields onto the problem so that you don't have to manually go and fill them out so hopefully that helps clarify that that specific question all right uh any learning resources on event management uh we we don't specifically look after event management that falls more under the perview of our ion use cases but again if if you drop us an email we would be more than happy to point you to the right Point points of contact for that all right I see someone ask our problem management is linked with KB based to record to record our RCA will this be possible in S soow I believe you should be able to link your problem tickets to a knowledge based article from from s that should not be an issue for you excuse me all right please feel free to go ahead and ask any more questions we do have 12 minutes left the floor is open I see a question from James in terms of field mapping on or anything like that if you could just add a little more color to that question context yeah I was going to say I'm not quite sure what that's in relation to the recommended actions question ah so in terms of how the recommended actions work there are two levels of recommended actions that you can set up um so effectively similarity which is is one of the ones that harsh was talking about there so have you got a problem for a major incident have you already got existing incident set up and then you've got the machine learning um so you can you can um absolutely configure which Fields you want to use to train your machine learning model from definitely awesome once again about 10 minutes left please please please feel free to drop your questions in in the Q&A I see a question from Jens around different kinds of notifications or updates I'm I'm glad you asked that so let me go ahead and give you a little more color on how that works so the idea is your communicate tab you can present in one of two ways you can present it in a task based fashion which is what you see over here so what's happened here is we've gone ahead and just prioritize the tasks for you based on when they're due and we don't really distinguish at this point around who are the different groups of people that you actually need to notify but if you need to go for that kind of presentation what you can do is flip this and say Group by communication plan now what Communications communication plans do is essentially they enforce a logical grouping of people so a communication plan represents a series of communications that go out to a specific group of people so for example in the case of this major incident what's the the bifurcations that we've made in terms of the groupings are service owners Executives subscribers so what's going to happen is EV every single task that I see inside the service owner grouping is going to go out to that specific group of people so you do have the ability to make that distinction to send out different Communications to different groups of people hope hope that makes it makes it clear uh I see a question from maduma around do we have ai suggested Solutions with MIM as of right now we haven't built out those AI suggested resolutions but definitely something that we are thinking about that said harsh even though we don't have them built out if there are remediation playbooks and stuff that they understand would work they can absolutely still use those by using the remediation Playbook right that is that is 100% correct and you'd be able to access your remediation playbooks from this panel over here now given that this instance doesn't have remediation setup you're you're not going to be able to see any remedial actions but you're 100% right Janet so if you did in fact configure remedial actions to work they would be available over here all right once again we have about 8 minutes left in case any of you are interested in just getting some some of your questions addressed please please please drop drop a message in the Q&A we are here to support you thank you Jay glad you just found this useful yeah any questions you have by all means drop them in we look for it all right I see a question from P are there Integrations with other itm tools example jir we don't have a direct integration with jir you would have to integrate that with a custom flow of yours uh I see another question from Daniel around is there an easy way of viewing updates from customers from their respective child incidents yes the child incidence updates will actually bubble up onto your activity stream of the parent tickets so you should be able to see it over there so the idea uh okay I see someone has posted a question for uh the announcements bit so I do want to clarify that the ability to create a banner in service portal it does exist today that's not new functionality that we're excuse me that we're inventing but the idea is that now we're going to we're we're planning to give you the ability to do that from within service operations workpace so if you wanted to use the the current state of the platform what you'd have to do as a major incident manager is you'd have to step out off the incident ticket go create that Banner walk through that metadata and then come back here now within the ticket context itself we want to give you the ability to create that new Banner that's that's essentially what we're thinking once again I do want to call out this is on our road map it hasn't been committed yet we haven't implemented it yet it's something we're looking at potentially for launching in August so do keep an eye out in case we're able to go ahead with that release all right we've got about 5 minutes once again any questions comments you'd like to leave please go ahead and put them in the Q&A all right that's that's a great question so the DL that you can integrate is it unlimited or is it limited uh s can you speak to what are the maximum number of recipients we can add in inside a contact definition I don't think we have a limit yeah I mean earlier we had a limitation of 4,000 on the email uh but now with the recipient list being expanded in background that limit no longer exists so it is unlimited so you should it also depends on the channel of communication right if they're using SMS it's very different so each channel has a different limit yes yeah I just assumed an answer for email but yes that's correct like different channels will have differents okay I see a question from muladi around creating a dashboard for for S process so you can do that in one of two ways the idea is you can either uh create a dashboard in you can create a pie chart let's say on the overview or else you can use our uh Power offerings entirely separately we do actually have I I don't see it over here because it's not there on this instance but one of the things to definitely keep in mind is we're coming up with a new centralized offering around platform analytics again built out in this new UI technology and the idea is that that becomes a central workspace from where you can access all of your different dashboards so what we're looking at right now is service operations workspace but if you want a central place for just dashboarding our platform analytics team is coming up with that I do want to just in the last few minutes I do want to just also call out it seems that there was some concern around the Playbook being interactive I do want to quickly show you and point out that the Playbook is meant to be a completely interactive component so for example like just talking about Communications because we touched on that earlier you can actually use this playbook for example to go ahead and send out communication so if you hit compose over here it actually takes you to the experience for drafting a new communication and this is just meant to be a representational Playbook like this is something we're shipping out of box as a lightweight skeleton we'd love for you to run with this and create your own the idea being that playbooks have their own designer called process automation designer with different kinds of visual and backend components available that you can use to stitch together your process so we touched upon a checklist I've shown you some interfaces here these are just examples of some of the different components that are available for you to come in and Define your business process with uh SMS support for notification groups will will work via the communication framework are playbooks like KBS playbooks are actually meant to replace your process KBs in this in this specific context so rather than going ahead and writing out a KB for what your process is what we'd like you to start thinking about is coming in and actually defining that process as a flow diagram so the idea is rather than putting in like a screenshot of a flow diagram just take just take that time build it out in process automation designer and then what will happen is at runtime you'll actually be able to see those different steps in action as interactive elements over here hope that answers that question we do have a minute left in case anyone just wants wants to get some final thoughts in please please please feel free to drop drop a note we're we're here once again these are the different team members who support all of this initiative so in case there's something you were looking for which wasn't covered here or you just want to know more give us some feedback please feel free to drop us an email and we will try our best to reach back out to you all right so that that brings us to the end of our session thanks again everyone for joining us hopefully you found some value in the session today we're here once again please feel free to reach out via email drop us a note let us know what you thought about the session in case you want a more detailed demo or talk about some of our other itm capabilities we're happy to support with that as well thanks again for joining us we hope you had a great session and we will see you around for the next time we have one of these hope you have a great rest of every day