and you're yeah that was good set all right well let's go ahead and get going good morning good afternoon good evening depending on where you lovely people are calling from my name is Christopher allot I am joined by the wonderful Isaac barks we are both outbound product managers in the itsm Buu uh today we're going to be talking to you about itsm onboarding or how do I service now next slide Isaac next slide Isaac sorry beautiful um so that may be a little vague so I will explain to you what we're going to cover today um you're going to get an understanding of what you own depending on your itsm package whether that's standard Pro or Enterprise going to show you um where to find best practices imp paths specific to your business needs help you to Kickstart your itm journey learn how to chart a course for the most efficient deployments and what we'll spend the bulk of this presentation on is honestly walking you through um a lot of the essential resources the mus have tools that you need to really help you to be successful as you begin your itm journey with service now next slide Isaac so the agenda for today we're first going to familiarize ourselves with itsm Isaac is going to walk you through through the key components and entitlements I'll talk a little bit about the three different implementation paths you can take then we'll hop into now create and again spend the majority of this call on other fun resources to help you along the way and with that I will pass it off to my friend Isaac to talk to you about itsm all right thank you so Isaac Bart's here I'm a product manager in the itm itsm space as is Chris and like to kind of walk you through what we are going to be speaking about today service now does a lot of things but we're going to we're going to f focus on itsm and really where service now originally came from so when you're talking about service now you have to understand there's some shared components and these shared components are what we call the platform whether you're on service now for your HR or customer support solution your um SEC Ops right you're all going to share these components so does itm so when we say platform we mean things like reporting and dashboards reporting is going to be the same regardless of what solution you're using it's going to look the same it's going to have the same configuration options Knowledge Management another shared component of the platform our mobile app every Solution on service now is designed to work with the mobile app and all of the rest of these items you see here importantly we're also going to talk about the cmdb so that's at the bottom left the cmtb is is really how do you organize and structure all of your environments right from a a server to a service that's a representation of multiple servers right that things like that are going to be stored in the cmdb as well and that is another shared component on the platform so the itsm space is what we're going to sort of Peel back next and starting with itsm standard if you're interested or if you are on itm standard this is the solution you're going to see here right starting with incident problem management change management request management and service catalog uh the walkup experience your digital portfolio and that's all going to be viewable in we call the service operations workspace the service operations workspace is the most current UI that service now uses then we're going to talk about itm professional that is everything that comes with itm standard plus now we're talking about like virtual agent or chatbot predictive intelligence it's a machine learning solution uh performance analytics so a more detailed uh and configurable solution to give you more reports that are important to you and then some um other items here like continual service improvement uh Dynamic translation that can be really important for multilingual support centers and then finally itm Enterprise is going to be the the last layer everything itm standard professional and now itsm Enterprise adds additional solution such as process mining it is a way to really investigate your data and then Workforce optimization that solutions for very large call centers okay so here's a different breakout we wanted to show you both views this view can be a little bit easier to consume and what we'd like to show here is why you would want certain certain solution here so itm standard that's absolutely for uh growing businesses and you need to um create and get started on your Solutions like change management right start getting that process worked out itsm Pro now we're we're going to go up that next level um really a large bucket of service now customers are on itsm Pro and you can see the information that comes with it there and then itsm Enterprise as well you notice the footnote here okay so look at uh like footnote number three this is our generative AI solution it's a Hot Topic we love geni everybody loves geni it can absolutely help you get started and get established we're not going to talk about that today today we want to understand what you need to do and what steps you need to take without the use of gen AI so just getting you under a better understanding of the basics and Foundations if you want to talk about gen Ai and see how that can fast forward uh that's a separate webinar or please talk to your account te so key components we're going to talk about some really important Concepts these These are products that you are absolutely going to have to be familiar with and some of them as you can see here with the cmdb they do reference platform components like the service catalog is also considered a platform component but the cmdb okay so you want to be able to really accurately track and assess your environment your data when's the last time a a a server been updated is is there's a maintenance Windows things like that that information is critical for other components of itsm like change management right you can put in a change management request perhaps you want to update the operating system of a server or there's uh some code you want to push out and a and a patch we'll we need to reference the cmdb and that's the individual configuration items to track if that's allowed right it's core data that other Solutions other modules are going to constantly reference and don't be overwhelmed by thinking you need to have a completed cmdb it's actually the point of a cmdb it's never going to be complete it's constantly growing it's constantly evolving but we do need to make sure that we have accurate reference data in it Incident Management is a popular key component for itsm we want to make sure that we use things like advanced work assignment to send an incident to the right team that has the right skills or maybe even just an individual that's logged in okay so Incident Management is something that a lot of our customers get started with but I would say and and caveat that with make sure you also start thinking about your cmdb very early on change management talked about that a little bit so this is where you're going to really know exactly where your configuration items are your virtual your physical devices your services that represent perhaps a chain of multiple dependencies uh and and change management is going to help you know when and when not to push out a change and it's also going to make sure you don't uh like knock down your uh your your payment system for 17 hours because somebody pushed out a code during uh an inappropriate maintenance window so change management very important Knowledge Management it is considered now a platform item every piece of service now references Knowledge Management but itsm started that so we want to make sure that you you have information repeatable information that is referenceable if you understand how to fix something well absolutely put that in a knowledge article and it can be created from the template of an incident itself to show this was what happened this would these were the conditions that created the issue and here's how we fixed it create that into a knowledge article uh of course absolutely uh Spruce it up to be a little bit more consumable but now you want to continue to make sure other agents can reference that fix you want to make sure your end users can do self-service so repeat that uh success you have and make sure that your Knowledge Management is up to date it really comes with some awesome things so there's there's review periods right maybe you want to set it that every six months whoever created that article has to go back and review it do we need to retire it do we need to update it things like that are going to be covered in Knowledge Management the UI itself you're going to see s so service operations workspace some of our customer are are still using what we called ui6 and that's a little bit more into the fields into the weeds of really trying to navigate some of the tables directly and and that certainly is an advantage of ui6 but service operations workspace is the next UI we've had out there for a few years now and really what we want is we want focused information and uh the relevant information so you can configure these views personalize those views it's a lot easier to consume so you're going to see a lot of what is shown in service now actually comes from a workspace and then uh request management so things like your you know your service your service catalogues how do those requests come in what channel do they go through critical part of itsm and how information is routed and assigned Chris back to you awesome thank you Isaac um I know he just did an amazing job of walking you through the key products and the different packages that come with itm uh but we do implore your first step after this should be taking the IT service management fundamentals course it's a two-day course it's free but it'll give you an even deeper understanding um and Baseline of our itm products and capabilities if you want to continue your learning after that we also have an itsm implementation course that's also two days in free um plenty of other courses and certifications but we'll we'll cover that later next slide Isaac so now that you know what you bought you're probably asking what's next um absolutely meet with your team leadership discuss itm strategy Direction and goals um itm lets you supercharge your service experience but you don't need to do everything at once as Isaac kind of um alluded to you really want to just familiarize yourself with what itsm can do and then decide what business outcomes you want to drive first below we have a number of questions you know do you want to improve your incident response times do you want to reduce service desk workload are you trying to pinpoint areas for service improvement measure to improve your vendor performance you could do all of these things you could do none of them just one of them but the idea is that you need to ask these kinds of questions to have a better understanding of where you want to go with the platform where you want to go with your services um it'll help you to it'll help make sure you start in the right direction um on the right if you're having trouble figuring out where to get started we have success Maps now create which Isaac will talk to a little bit later itsm objectives and outcomes next slide Isaac so now that you've spoken with your leadership team you understand what your strategy is um it's time to implement probably asking where do we start there are three different paths to choose from so the first two of those three paths is going to be working with a vendor and I will say 90% of our itsm customers choose one of these first two paths um the first vendor is going to be service now ourselves we're called expert Services um you can work with your account team or you can go to the expert Services site um they will help you with your implementation they'll work with you on your strategy and your goals um and this engagement will look however you want it to it can be one month it could be six months they could work with you for an entire year it's really just dependent on what your strategy is where your goals out work what you are looking to implement um and that's why it's so important to make sure that you figure that out first and understand that internally before you come and try to implement because again the start is the most important part the second option is going to be very similar except that vendor is going to be a third party um you can use our Partner Finder they will work with you in a similar fashion think uh Accenture dxc cognizant that's just to name a few but there are literal hundreds of different partners that you can choose from um we have it linked here but on our site you can find the Partner Finder there it's a little bit easier you can put in maybe what you want to implement what your goals look like what region you're in maybe you want to implement in a certain language um and then that will help to narrow down the partners you may want to reach out to speak to and figure out um what works best for your organization and then the third option which only 10% of our customers seem to choose we're not saying don't do that but definitely approach with a little bit of trepidation um and that is self- implementation I think the reason that not a lot of our customers do this is because it it can be difficult um there is a lot to unpack there is a lot to getting started and you want to do it right the first time but if this is a route that you want to take we really hope that you just up level your team those certifications that we talked about earlier um you need implementation certification admin certification developer certification and it's not just one member of your team your entire team really needs to be um on board if you're going to self- implement correctly um and make sure you're getting started in the right way so you can be aligned with not just service now's road map as we continue to develop and have new family releases but your own and making sure that you hit not just those shortterm goals um but the long-term ones as well next slide Isaac and you're probably asking is there anything else you need to know of course we have tons of resources here to help you during your journey and support you every step of the way and to get started with that I'm going to pass it off to Isaac to talk about now create thanks Chris all right so a couple things that have been coming up in chat uh we want to make sure that we mentioned what is offered as a free asset and we also do have assets and classes and courses that are paid as well our goal in this webinar is to do our best to direct you to the free ones all right so there will be some referenced like the certification class for instance right that is paid you do have to pay to be a certified service now administrator all right so uh again our goal is to get you to focus on the res resources that are available to you now all right you will see some paid ones uh in between another uh chat item that I want to address too is how do you know what you're licensed for how do you know what you're not licensed for and so if we have time I also want to show you a few a few little tips to to get a little bit more self-sufficient and then of course if you want to figure out what you're licensed for that is what your account representative will will be there for as well so we want to give you a few tips and a few directions on uh on that as well hopefully we have some extra time to do that now create this site is is Worth showing live so what I'm going to do is bring over live view sorry I have a a little few too many tabs open here we go I love this site so if you want to implement a certain module like let's say change management what we've done here is we've actually given you access to information like process guides so these representations these presentations they're a combination of white papers and PowerPoints what they're going to do is give you guidance on what to think about what roles are necessary right so you you can't just give out licenses without roles being connected to them so things like change management do you need a change Advisory Board are you moving towards a more automated way of approving your change tickets how could you do that in an automated way if you wished to do so again what roles are required this is all going to be here in what we call assets so assets are are part of our popular topics and really this was the first slide we we wanted to show because look at some of these that I have up there right we had um see what's on here this one change management process guide right how do you implement it how would you implement it problem management process guide what's the csdm and how does that help with my cmdb these are all assets these are all success packs and uh if you have a itsm standard you're going to be able to have access to this particular website now create is great it's a gateway to a lot of extra information we also have have an ebook that's part we're going to give you all of these slides by the way so you don't have to don't feel stressed or pressured to screenshot or like zoom in and get the link we're going to give you all of these afterwards okay so this is the ebook that kind of gives you an overview of what else can you do with that now create website okay moving forward now learning all right so we've already talked about this a little bit some are free classes some are paid classes what we've gone and we've captured just a few of them there's so many so many great um classes available to you right like flow designer flow designer fundamentals how do you how do you get um workflow rolling in uh service now okay so this is an eight hour class it is part of a path right and so you can log in you can see Associated learning paths like what else is this connected to you can get your micro certifications that's really cool really powerful looks great on the resume so want to uh talk about that one specifically um going back to the PowerPoint we've kind of picked out a few more that are worth mentioning I really like this one uh change management on the now platform and this is a landing page so this landing page really gives you an entire path of like overview creation and scope how do you do approvals do you want to do a change Advisory Board how do you get started on implementing it's a fantastic class and then um just maybe maybe one more to talk about here uh I do want to bring up like the itsm fundamentals right if you want to start going down and and getting your certification this is an instructor-led class so now we're going to start talking about like you know credits and how do you pay for these things and uh how do you take the test right so that's going to be part of of working through this then we have even larger courses like the 3day implementation class this was one of my favorite classes I ever took really really great course and you're going to work your way up to um like your system administrator career journey and that's going to be your your certification your service now administrator so we've included this service now administrator career Journey um underneath that third link there's so many more there's so many more and what you're going to see on now learning is you are going to see samplings of free courses and you're going to see samplings of paid courses I'd recommend if you're interested in purchasing service now uh definitely negotiate some knowledge credits in that in that contract you'll definitely be using them okay next let's talk about the itsm success map it's it's a great overview just to kind of take a step back and say how am I going to do all this where where am I going to start and giving you an idea of things like timelines so you w to kind of do the walk crawl run or whatever was it like walk crawl Run Fly we keep adding to that but there there's stages okay you've got success you've got Implement run optimize expand and you you can have information here that's focused maybe Executives want to talk about what's the vision like what are we doing with this platform maybe you want to talk about governance who should have access what kind of access should they have what kind of skills and expertise are needed what type of implementation and development roles should your organization should be thinking about Okay so we've broken that out into our uh success map we've got these links included as well Chris over to you thank you Isaac and can you take the qu questions in the Q&A I was just typing but um oh yeah if everybody could um if we can move from chat to Q&A um I'd uh love to yeah that that would help us to kind of I don't yeah what happens in we usually miss something yeah absolutely okay yeah I'll take over here um so product documentation is just going to help you to find some of the technical questions uh to the um technical answers to some of the questions you have about our products is really going to help you to get kind of into the weeds of an implementation um there was someone in the Q&A who asked about employee Center Services you you definitely want to take a look at our product docs and we get very detailed these are updated every family family release you can see just some examples of those docs to the right um activate your change management change success score um CI relationships within the csdm um and what else do we have here assigning CSM itm integration roles um it gets a bit technical but also all of these links are nested in a sense so I'm not sure how big this looks on your screen but like if you look to the picture on the right it kind of starts out in Washington goes into itsm goes into change management goes into like change management reference and then you go into change success score um this is a great place to explore if you want to get a better understanding of our rationale and how we think you should Implement and configure some of these um Solutions and products um but we have plenty more Isaac you want to go to the next slide um namely service now Community uh it is the place to thrive learn share connect with others some of you may have actually already access service now Community just by Googling service now and a question um I like to think of this as Reddit for service now the screenshots old we have over 600,000 members today um over 2.5 million posts and that's not just from customers such as yourself asking questions or posting about the solutions that they've come up with for their organizations um internal folks like Isaac and myself both write articles WE Post blogs I just wrote an article last week on um digital end user uh digital end user experience um this is a great place to go if you have a very specific question maybe you searched through the product docs you didn't get the answer that you were looking for service now is the place to go if you think you're alone and you're assuming that you're the only person in the world that has this question I promise you someone else has probably had it and if they did they likely posted it to community um where others can comment talk about the solutions talk about what they did um and again internal folks like Isaac and myself different product managers we're very active in the service now community so we try to answer those questions try to moderate uh do the best we can next slide and if you're more of a visual learner um we are also on YouTube again this is maybe another resource that some of you have already seen um we have multiple channels we have the standard service now YouTube channel where you're going to hear more about just like large releases what we're doing as a company our vision we have the community YouTube where you will see some exensions of those conversations that I talked about in the previous slide um that'll be a lot of demo videos a lot of walkthroughs um specific configurations some product managers will just record what that looks like hosted through the community YouTube um again if you're a visual learner this is a great place support has its own YouTube channel as well so different hot fixes that need to happen um things in between releases uh different walkthroughs that's going to be there as well as well as developer for again those more technical videos I know not everyone wants to read a document to learn how to do something I'm definitely a visual learner myself um so I implore you also check out our various YouTube channels and they're all linked here um definitely bookmark those and the next slide Isaac and so this is the service now store um I believe someone had a question about plugins in the chat this is a resource that you want to check out so the store is a Marketplace for certified apps Integrations pre-tested and built by Partners to help you extend platform into new use cases um we say Partners but store apps can be built by Partners can be built by customers can be built by vendors other um other itsm companies it it's really just a way to help extend use cases just in case the platform's not doing everything exactly as you want it to do um this is also especially helpful if you have different apps that control something specific within your organization that um you don't want to roll fully into service now or the platform just yet um plugins are available here um different configurations and this is called a store and this has already come up before but not everything here you have to pay for some of these plugins are free um some require subscription um thanks Isaac for popping in there and this is going to help that licensing question yeah so when you sign in which uh should have done in advance it will actually reference uh what you need to run a certain application and really most of our products are running over towards the store as a product manager and Chris as a product manager when we've moved our applications over to the store we can release on a monthly Cadence if needed we can release outside of the family release right so right now I'm wearing a Tokyo shirt right this was our Tokyo release we do it twice a year that's the whole of service now gets a version boot update but when you move and most product teams have decided to move their product to the store you get more flexibility so I know um one of the products I'm responsible for is called digital portfolio management it's available for itsm standard and above digital portfolio management is run on the store and we tell you like is there a new update to come out um you can also reference the plugins inside your instance itself so those are two places that you want to go to to kind of see uh and do a little bit of research on what are the requirements from a licensing standpoint and some applications when you try to install them will say at you don't have the right licensing or um yes you do let's go ahead and install it so that's a little bit of a uh tidbit for you definitely check the store and not only for the technology we have available uh but also like what our partners are creating and then licensing information thank you Isaac um yeah I think that's that's that's all on the store again definitely check it out especially if there's a specific use case um that you're thinking of that you feel like service now should have most likely you're going to be able to find a similar or um synonymous solution in the store yep and then I will pass it back off to you Isaac to talk about what is this got it set up got it set up all right so a couple things we want to show you we have these these adoption Blueprints and I'll go ahead and and uh whoops not change this SL go ahead and show like our adoption blueprints first okay so these are these are really uh helpful for you to sort of get an idea of of what you're trying to accomplish give you uh even sort of a a product road map for yourself like what goals are you are you going to be uh striving towards and and then also addition ways to enhance what you already have right like there's a I don't know if we still have that for standard but like there's little little uh add-ons like virtual agent light or uh information that you may not have thought about and we it'll check like to see what's installed what's not installed um I do want to go into this one link I provided it's called the guided setup Community page I love guided setups we have them really all over the place most applications now have a guided setup connected to them and so we've included this link here because uh our community page shout out to community is extremely helpful in showing you information you might want like uh it's even uh guided setup is on the store and you can install it for you but there's now what we call Legacy guided setup and I'm going to bring an instance up over here if you go to your instance and you just hit this dropdown arrow and type guided you'll see any module that has its own guided setup so itsm guided setup let's check it out here we are so what do you need to do to from a an administrative standpoint to get it going so first thing you need to do like add your company logo go add a welcome page you can get started complete the tasks are you working with OCTA are you working with El app here's what you're going to need to do there go ahead and get started and I can say um some of our implementation Partners actually use this and it's uh definitely meant for you as the customer foundational data you need to have your users groups companies departments locations right you need to think about things like Auto assignment of tasks so that foundational data is listed here the cmdb right what do you need to load into that what are what are the the basics of a configuration item that's a CI what do you have to have in the CNB go ahead and get started on it Incident Management what do you need to create major Incident Management are you going to go there here's what you need to do what are the best practices as well problem change service catalog this is great so these guided setups are uh in side of the instances themselves and also they are part of specific applications like I know shout out again to digital portfolio management we have a complete admin page uh very similar to this and it gets you through all right so we've got some links there for you um uh admin Center product page is something I'd definitely recommend checking out moving forward all right if you don't have a personal development instance of PDI definitely grab one so let's take a look at the service now developer keep doing myself the links are so close to the navigation buttons all right so here's the service now developer homepage I have logged in you can request an instance I forget the exact number of days that this will I think it used to be like 13 days you had to log in every 13 days to your personal development instance to keep it live it it might have gone down a little bit but you're probably going to be using it anyway uh and and that won't really be an issue so you can uh not only request an instance it's for you right you get to just install whatever modules you want you uh you get to develop configure uh keep in mind it's it's not going to have the horsepower that a production instance has but it's still going to be a really really good tool for you to test to reference information uh to get comfortable with a new release and then of course you got your sandbox environments right so um just think about you know how you want to do that definitely I don't even know if it's possible to clone a PDI up to a a developer instance but um I I wouldn't recommend it even if it was possible and there's more information here this is really this is like the GitHub of service now because what other service now users have done is they've created different solutions and they uh they share it out there right um and should have gone into the navigation a little bit more sorry this is the homepage but service now developer again it's like this GitHub somebody made a little cool workflow or they uh you know added an a an enhancement to their Incident Management and and they just you know packaged it up and and send it out there this is where you can grab other people's projects and also in turn share yours right it's really awesome to uh to have that type of community it's heavily heavily used Chris over to you for support and will change now there you go beautiful I know you probably hear support and you roll your eyes most most people do however service now support is they're pretty well trained and Technical um I've talked with customers that said that hey I've worked with support for two months on an issue I've worked with them for a week on an issue they are very well trained this is also a free resource they're available to you 247 as long as you have at least itsm standard um they're going to answer the questions that you have they're going to try to work with you to figure out whatever issue is issue it is that you have and also this is not um a black hole um so anytime s uh support figures something out those fixes are going to be documented they may be posted on um our YouTube page they may get folded into product dos there may be something that we need to patch up within the next release um as Isa said in the store we have hot fixes that will also be posted there because we can make changes there a little bit more regularly if we can't wait until a family release it's like every six months um now support is the start of all of that um so if all of the resources that we've shared so far don't answer your question or help you out um definitely try reaching out to support they're they're a great resource and I see we have a hand raised we have two more slides and then we'll get right to you bar and yes and the next slide so this is our final resource service now it's us um this is a great session but we will be reaching out to you your entire lifespan with the company whether that's via email campaigns live on service now events such as this one launch and learns um we will help you at various points during your journey uh we use a lot of telemetry internally within our Buu to understand who needs help in what areas and we try to contact them directly um if you look to the right you'll see all the different kinds of live on service now events that are available um so there is just ample opportunity to continue your journey continue your learning um if you don't want to do it solo like in some of the previous resources we shared um there's a big Community atmosphere here there's lots that we're going to continue to share as service now grows and the platform continues to be developed and with that I think that is all the resources that we have and all that we wanted to share with you today now we can take some live questions I see Isaac is readily responding yeah yeah I'm I'm having a good conversation with Russell and you know because of uh the contract the uh entitlements it's always the contract is the boss right so if you can actually see your service now contract if you're allowed um maybe your procurement Department can give you like certain screenshots the contract is is critical in understanding what you have the rights to because here's here's what happens like somebody could buy itsm standard but then they have a specific add-on that's not a part of the standard p package um you could have a license type that we don't we don't offer anymore and so it may not have a lot of documentation out there and uh the contract will that's that's what everybody references the other thing is the your account team your account executive they have access to the contract so they can they can actually help you navigate that and then also back to the support team we do have customers that have opened up tickets and want to just ask a simple question hey am I entitled to this plugin the store is telling me I'm not I'm getting an error message saying that I don't have the entitlement it could actually be an error message there have been times where uh it it didn't navigate um the entitlements properly and you definitely need to open a support ticket but there are also other times where you can just simply ask the question right I'd highly recommend um again talk to your AE understanding your contract those are critical components uh there's little tidbits that the store will give you like you'll open up an app and it'll say this is for itsm pro customers but if you don't know that you're on itm Pro it it kind of really doesn't answer your question right so definitely definitely a topic that comes up often and I hope you get your answers and I that's helpful and giving you the channels you can go to yeah application manager inside the instance it's not it's not going to give you all the information you need either but contract is King yeah and um we actually we didn't put that on here but definitely be in contact with your account team if you can um they are going to do their best to help you understand what it is you own what it is you can do and next steps if you're really trying to uplevel um but that I I see we have some questions or someone raise their hand CLA do you want to let Jess on mute I we can do it I think Jess you have to unmute yourself just yeah so you now can unmute yourself Jess okay she's unmuted now maybe you're double muted maybe your microphone's muted too oh oh Jess you have your hand raised that's why all right any other questions Let's see we got something going on in chat looks like Russell wants further explanation um I'll just go ahead and say that because it does come up a lot that is something we're actively working on um across the board just better understanding of what it is that you own what that means for like plugins what that means for your road map um even down to like us giving customer presentations on new products um we are constantly trying to do a better job of help you to understand what you own and what that means um but Russell we agree it can be confusing but it's it's a work in progress yeah one one of the benefits of the presentation it'll be shared out afterwards you'll get all of those links um sometimes individuals just don't know what's available out there so we're trying to you know demystify things a little bit hopefully we were able to give you Direction and resources insight into what you have available that was definitely more of the you know self- enablement goal that we had for today's webinar um so there's a question here so the question is a partner implemented this individual's instance does the instance upgrade overwrite all the data sets that were created okay so I want to there is another link that we uh that we need to talk about for that so so you're gonna have to do some some testing and I will look for that while Chris sings a song all right ATF Anonymous attendee from your rep does not respond when you say rep do you mean your account team if so I would then go to support because they will a th% respond within 24 hours so I'm going to go ahead and this question about the upgrade all right so inside service now we have something called the automated test framework the automated test framework has a lot it's it's 80% or even more uh tests that we've automatically created for you so things like incidents change management the service catalog we've got these scripts in automated testing framework that runs through and and validates for you what's an issue if you were to upgrade okay so when you're doing this in your development instance clone down from production I'll put this in the chat because it's not part of it's not part of the PDF that we have for everyone okay so automated testing framework definitely research this look into this see if the out of the box tests are good enough for you and it'll give you instructions on how to create any other tests that uh need to be done there's also um and it's probably on the support page which I'm not logged into but there are directions to say these are the steps you need to take uh when upgrading your instance and I will look for that as well really great questions really glad I'm really glad we can help so this is going to be on support you will um it's actually interesting here I'm not logged into support but there are some knowledge articles that we leave open for the public so you'll notice I'm not signed in um but if you don't have a now Support login get one really this is nice that it's public but a lot of other articles and of course the ability to Open tickets that's not public so here's here's how to manage and schedule your instance upgrades um you've got um the ability to you know cancel the upgrade and then there's more information that you'll find to uh kind of make sure you check all the boxes before you do an instance upgrade and of course please do it on a subr instance clone down from production into your Dev instance then perform automated testing framework follow these guides check the boxes and do all of that in your Dev instance make sure it's okay and then proceed from there yeah um I want to get we have an individual on the chat is's like our secret shopper that's monitoring um but he wants to know uh the name of the account that's not getting a response that yeah thank you for that secret shopper and we're GNA get we're gonna get that taken care of so please uh instant message me on the chat here you can uh go down to the chat send me your email address I know you're you you have an anonymous law in it's not going to change that but you'll need to message the panelists hosts and panelists your email address so that we can research that for you for sure you guys are seeing live how much we care about our customers you should definitely be being responded to by your account team all right any other questions comments concerns we have a few more minutes here yeah definitely go through these links um Christopher and I uh really we we referenced other teams we just wanted to make sure we created this this One-Stop shop and that those links they're all captured inside this PDF the PDF will get posted check them out definitely look through and and you can be very surprised at uh at the amount of information that is just out there okay we want you to be successful th% okay looks like everything is there Claire thank you so much reference that link that's how you're going to get the PDF document so the very last message from Claire she put a community link out there and yeah Russell totally understood we could I agree with you yeah definitely heard Russell keep us honest it's nothing wrong with that yeah okay looks like we're all caught up and really really hope this was was helpful it's what I would want if I was if I was starting out my journey as a customer so s Sarah raised their hand got a hand I think the hand went away I don't know if that was an accident I she's just giving us a high five yes so wave a goodbye bye Sarah all right I hope to see some of you again again Chris and I are are out there a lot and hopefully we get to see you again yeah thank you all for attending bye everyone