hey guys it is one o'clock central time thank you for joining us today for Episode six of certain a podcast clap I feel like we've done so many more of these but thank you guys very much for joining us we do have a lot to cover on this webinar I know I think we had it marked for 45 minutes and we're gonna do our best to stay within that time frame but because of the amount of things that are happening in Madrid because of the things we wanted to show you and because of I'm sure the questions that you guys have there's a chance we're going to go a little bit longer than necessary if that's a problem for you guys we will keep this recording available on our websites as well as YouTube and we'll definitely be emailing that out to everyone once we have that ready for you if for some reason we go a little bit longer than you're able to stick around but one thing I did want to point out if we don't talk about what you want to talk about or if we left something off that you note that doesn't mean we don't think it's important in the New Madrid updates essentially we are trying to cover the information that we think is going to affect the most ServiceNow customers but there is obviously so many features and so many new things coming out that are going to be relevant to your business and if you have any questions about those if we don't get to them make sure to put those into the question panel and we'll be happy to either answer them on this call if possible or see if we can reach out to you and get you some additional information from our team but again so I am Tim Lee I am the host of Sirte podcast live I am again joined by my distinguished panel of ServiceNow experts where we talk about all things ServiceNow returning for I don't think we've even counted how many times we've got will smith will go ahead and tell us where are you from and what do you do for Serna yeah so from Ohio and I'm a mechanical consultant in the areas of I Tom ITSM HR service portal so kind of do a lot of wear a lot of different hats yeah fantastic and yeah will has done a great job helping us do a lot of presentations for for a lot of our ServiceNow consulting as well and he loves helping teach some of the newer features that a lot of people may not be aware of and joining us for the first time Tommy Lamont Tommy can you let us know where you're from and what you do for Serna next time yeah I'm from North Carolina I am a consultant with Cerner I specialize in security and integrations although uh before that I kind of worked a little bit in other areas of the platform as well it's been a lot of time in ITSM as a customer for coming over to the consulting walk world so great everything yeah well thank you for joining us on this podcast if you are new to the podcast just to give you a general idea of how things work this is for the most part of panel discussion we are going to be going through on this call a number of the new features a number of improved features in the the latest ServiceNow update but in general we are trying to keep it somewhat conversational however we are going to be doing a demonstration of a few of the newer items that we think are going to be useful for you to be taking a look at so that's one reason why we like to do these as a video podcast format it's we're still going to be showing you and kind of leading you through how a lot of that works before we get started I'm going to go ahead and throw out to the group kind of as a preliminary question so guys obviously we've gone through we've taken a look at the notes we've we've gone through Madrid ourselves having gone through all that what do you think has stood out to you the most right now yeah so I saw kind of not quite as flashy as some of the other updates we're about to talk about but a new feature called concurrent imports and what that does is when you get data from a data source as you're importing that you can ServiceNow will actually let you basically chunk that import and run multiple concurrently so you know you're gonna get those imports a lot faster and I've seen some custom solutions like this and what's nice about this one is you know since it's out of the box they really took performance into account you know you're not going to bring down your whole instance trying to run imports on every node you know they they lock the files properly so you're not running into each other and overwriting what you just update so I think I think that's a pretty cool feature that I haven't heard too much about okay nice to have ya we'll what about you one of the ones that I thought was really interesting was mobile catalogs in the service portal is native now so people have done this in the past I know our own Jeff Pierce's has done this but now it comes out of the box and so ServiceNow has given us the ability to add multiple service catalogs inside of our service portals which is really handy and really helpful fantastic hey I'm gonna reiterate real quick I'm getting some questions in right now I do want to re-emphasize if you want to ask questions please feel free to throw those in throughout the webinar we'll be happy to get to those if possible one question that we just got asked how are we going to be going into the mobile enhancements that are going to be introduced in Madrid and that's a big yes that's one of the things that we are most excited about and we're going to be talking about that up front we're going to be doing a little bit of a demonstration on that a little bit later on as well among other things so just by by way of setting the agenda at this point we're gonna start off by getting into what we think are some of the most exciting brand new features in Madrid we're going to then jump over to what are some of the new and improved features things that already existed in ServiceNow but are changed and work a little bit better at this point and then we've set up a couple of demos for you guys where we're going to talk about the new agent workspace which I believe was available before Madrid but I don't think most people had actually started using it yet so we're gonna give you as much of a demonstration as we can right now and then we're also going to be talking about the new mobile app development and how that's going to work for you guys in effect what you're doing in ServiceNow so let's get started let's talk about what are the brand new features so upfront I think we started with kind of a I don't want to say it's a black sheep but it's a I don't think it's one of the ones that we've heard a lot of people talking about but I'm personally excited about the coaching function the new coaching feature coming out and ServiceNow and then we will you told me that someone someone internally had told you this was already already existed is that correct yeah so somebody said that this was kind of a feature that has been around for a while that didn't get a lot of traction the first time and so I think ServiceNow kind of realized the value of being able to you know put coaching into the platform and so they're they're bringing it back there they're releasing it and I can definitely see where it would how it can add a lot of value to you know up maybe a coaching process that you already have if you're in a call center or something like that yeah so I mean this is not so much an automated feature from what I understand I mean there are integrations that you can include with this but the idea here is you're essentially taking you're creating standards for what needs to be measured as far as performance in your company you are identifying what is happening performance wise and you're applying those standards to them and then you're creating coaching opportunities for you to follow up on and the reason why I think this is important the reason why I think this is exciting is you know ServiceNow really is most useful as a system of action for you guys it's it's really the idea that you're taking something you know what doesn't seem like a technical process like coaching and giving you a chance to really organize at all where you keep everything and so have your managers have your employees all in one place still taking advantage of what ServiceNow does best which is you know allowing you to compile everything and get rid of spreadsheets and get rid of emails and really start to take control over what kind of application you're using for coaching yeah tonight I agree I think you know a lot of people ServiceNow maybe isn't their first system they've taken in incidents and tickets and things like that if you think back that's really what your goal was get out of email get out of spreadsheets so you know why why not take advantage of that if you already have the tool rather than you know and what it really is I know we'll you said you really like this from some some of your previous call center experience I think would you know say you have a service desk agent and they may not have handled something as best as they should have you now have can kind of assign something actionable person and then you know make sure they get a complete and you'll even be able to record on the metrics of that kind of how it's going afterwards you know what what can be improved it's nice to keep all that rather than you know maybe you send an email to the person in it and just gets forgotten and nothing happens there it was paper and pencil in my day Tommy so I mean we ranked this as a low on the must-have scale I don't think that anyone's going to really see this as the biggest life changer but I'm surprised we'll we had this a little bit high on the on the maintenance scale and what what reason do you have for for saying that there so the reason I kind of bumped it up on maintenance is just because it's one of those things that you know you kind of have to keep on top of and you know create those opportunities and kind of create those those those coaches those coaching moments with you know the trainees yes well usually would you say have more it's more administration maintenance rather than development we're just kind of today sure so it's it's more of a manual process essentially and I think we did identify there was some virtual coaching availability but I don't think I saw too much about that honestly and that's probably something we'll yet to see more of moving on I know that this is something that people are excited to talk about mobile app development will can you give us kind of a breakdown just at a very high level what's new and exciting right now in mobile app development everything no it's been completely completely overhauled from the ground up and so service now you you know mobile app development is now available through you know studio right so it's the studio that you already use your are you love it and they brought mobile active into the studio so you know you don't have to you know go use some third-party tool or anything like that they've also given you you know the the no code approach so you've got you know the no code low code pro code approach but you can build a pretty decent mobile app with no coding whatsoever and then obviously is the the ServiceNow app on itself for Google and for Android and iOS so it's now called ServiceNow agent and it supports this it supports notifications obviously in approvals and a couple of other things that we'll look at later sure now the new code model that's obviously why a lot of people are drawn to ServiceNow you know it really allows you I think that the goal was to allow anybody to be able to make an application that's useful to them without really knowing how to script in code but that said you know we have our jobs because there are kind of limitations to the no code would you say that's still the case with mobile app development and what what do you think you could do if you actually got into sort of the backend code what other bigger projects would you say you'd be able to take on in that situation or rather what are the limitations oh no is we'll frozen ok Rosen I know my question broke him ok Tommy go ahead sorry about that yeah so I think will will has done a little bit of more development on there than I have I think he's back to will can you hear us now I I'm still here Tim was just asking kind of some opportunities if you're if you're gonna dig in a little more than the general no code development on the mobile app development likes them if you have any examples of what you thought uh I guess kind of cool use cases yeah they're a little bit more advanced I think some of the more advanced features are just adding you know the the layers of functionality right so you can get four screens deep 5 screens deep into your app and then just adding cool functions that allow people to do things that you know you can already do in the platform you know bringing it closer to a you know a native platform experience rather than just kind of a simple mobile app mm-hmm yeah okay great laughs which since we have so much to work on or to talk about we are going to revisit this a little bit so I don't want to spend too much time upfront you know digging in at the moment but the other thing that that was brand new in service now that I know we wanted to talk more about and something will also be demoing a little bit later is agent workspace Tommy do you want to kind of give us the rundown on why this is exciting and what to expect yeah so agent workspace and I know everyone's been hearing a lot about it for close to a year now I think so may not seem exactly brand new but and uh because it did exist in London but it was limited availability so you had to go out and kind of uh I guess apply to service now to to get that so not many people had used it it's now in Madrid full over lease everyone can get it and they've actually kind of expanded the areas of the platform you can use it with so look well go into it a little more in the demo but a couple of things I really liked about it and actually my big question why hadn't heard about it at first is this looks very nice but how how does the customization compare to out of the box I mean you know we've all been working on service now for years now and are pretty familiar with how you customize the UI but this agent workspace is completely different so actually I played around a bit there's even a guided setup for it and it is it's very customizable you can kind of change around what records you can create you pick different tables to create the records from you know change the fields you see you can recreate some UI policies I mean one thing is since it is a different UI completely if you are pretty customized you're gonna have to do a little bit of legwork to kind of replicate what you have in your current incident form over in the workspace just to make sure you know all your your custom fields and things are there but if you're closer to out-of-the-box you can I mean it's pretty full-featured with no configuration and I'll show we'll show that in a bit here as Tim's yeah and this is I mean I you know looking at this chart I mean the mobile app development we we saw that the difficulty in implementation was a little bit higher and I think we'll we talked before about that's just because there's so much setup involved right but for the agent workspace I mean it's because this is such a kind of a net new almost like net new functionality you should be able to implement this pretty quickly maintain it pretty easily and just kind of reap the benefits of it right yeah yeah and I really like as I said there's a guided setup for it I haven't always used as a ton but I would recommend even if you're not going to do all the configuration through there it's a nice way for something new like this to get in and kind of see where all the configuration is and what's possible so it'll walk you through the different areas like adding adding additional tables you can create records on adjusting some of the ribbons what shows up there so yeah overall not not too bad implement at all and yeah time benefit you you might see rated pretty high and we'll kind of go into that you'll see that when we get to the demo it really puts everything in one place instead of clicking around a bunch like you may have to in the native UI yeah yeah so this is mostly going to affect your helpdesk rate I mean this isn't going to change the way a lot of your either your your end users are using ServiceNow or it's not going to go into some maybe some of the higher-level management stuff this is going to be you know something finally for your helpdesk team to really take control of how they they fulfill these you know service requests yeah yeah so end-user it'll still be portal so they won't really be too affected by the workspace you can out-of-the-box it's definitely structured with service desk in mine but with some of the customizations I think there are definitely use cases there for other other areas of IT and even even a Security Operations has their kind of own sub sub section of agent workspace it's a little more optimized for for security analysts to quickly get to what they need to so there is I think we definitely started out with a full-featured for the Service Desk but for customization I'm guessing future versions we're gonna see it really take over a bit more of the platform maybe yeah I think spirits in a customer service role this is something I would have loved to have had you know that way you're not managing bunches of tabs with tickets going on galore so yeah that was what was most interesting for me in hearing you guys talk about this and talking to other people is because most of the most people I talk to on a day-to-day basis aren't using are using ServiceNow on that level and to hear you guys say man I remember being on the helpdesk I remember what this is like this is a game changer this is huge yeah we're getting a lot of people letting us know that they agree with us on on the back end or on their questions here okay so like I said we're gonna revisit a few of these at the end let's instead shift gears a little bit while we have some time and talk about some of the other features that are not in Madrid but that have improved or have made some really interesting at enhancements so will can you tell us I know that you were one of the first people back in London to knock on my door and say we need to be talking to people more about virtual agent I really think this is something that people should be more aware of and maybe aren't utilizing to the best of their abilities can you tell me what is first of all you know maybe explain to people what virtual agent is in the first place in case that's something that they didn't get started on with the last release and then why are you excited about what's happening now in Madrid yeah so a virtual agent is the ability to add topics bought conversations in a number of areas of the platform HR ITSM customer service management just to name a few and so it sits on the service portal and then you can also get to it through the there's a web page like a static web page you can go to so you can link to it multiple ways and it has native native recognition and so language processing I'm sorry I'm kind of tripping on my words here a little bit but it has a language processing right so if you type in I want to take leave it will suggest a an HR request where you can submit a leave request and so virtual agent is really a neat tool that kind of enables some of those you know more tier 1 style requests and and tickets to be taken off of your tier 1 agents and really lets them you know do more interesting projects and things that are maybe can build their skillset a little a little more so like with Madrid with virtual agent in Madrid we get a number of new features they're going to be integrating with Facebook workplace and so you know Facebook workplace is kind of another third option so we have slack and we have Microsoft teams the current integrations and so now they're going to be bringing Facebook workplace they've also no code topic authoring and you're saying what is that well in the in the last release in London if you wanted to do like a glide record lookup you had to script it and now they added the ability to just use the standard the standard Pickers that are all over the platform and you know filters and lists and things like that so you can really quickly you know kind of filter out some of your topics that you create and the last option is the layout of an overview dashboard right so you can monitor your block conversations and really work on training those those bots to to be better and to be smarter and and designing your topics and your conversations more appropriately so really looking forward to virtual agent and Madrid so and I know that when we were kind of getting together and discussing how we wanted to break down this information there was some question about is must-haves and time benefit really that different and I think that this is a perfect example of how it is how you know the idea that a virtual agent might seem you know in the middle of the road in terms of a nice-to-have but once you do have it the time benefit could be pretty large right Oh totally agree yeah I mean just the ability to you know to kind of shoulder some of the load of those tier 1 tickets like we talked about from you know creating a problem to creating a change request you know leave an HR like I mentioned or you know just getting a hold of somebody so it really kind of helps take that load off of those tier 1 agents mm-hmm what one really cool thing with Madrid I think that you mentioned will was that the no code topic authoring because a lot of I mean you know AI is a buzzword right now everyone wants it sometimes you know it's kind of elevated beyond what where we may be at right now so you know virtual agent it does it takes some setup to get going it's not magical not a magical being where it's gonna solve all your problems when people chat to it so being making it easier to alter those topics which the topics are basically how the language is processed and then kind of takes it flow you're gonna be able to have more of those even well as you said you're freeing up your l1 agents maybe now you have a couple power users they could even get on some of that and you know based on their gonna know the best what people are calling about um their service desk and what what could be useful in virtual agent yeah so and I got a question about you know is the agent workspace does it require ascription or is it free with Madrid I'm gonna try to defer some of the licensing questions for now just because I don't actually have a whole list that I can definitively say ServiceNow has actually said they're gonna be getting us that list in mid-march so you guys may have some questions about how this fits into a licensing model and honestly I wish I could give you more information right now as to what that's going to look like but it's definitely something that you should you know be talking about with your service not representative or or however you get that information right now is still probably the avenue to do that let's talk about flow designer I know that this comes up all the time and not everyone knows a lot about it so Tommy can you tell us you know what uh what is exciting about flow designer and what is you know can you give us a little idea for people that aren't using it right now okay yeah that's a good place to start um so a flow designer not not exactly new you know we have it under here and proved I think it was released in Kingston initially so what we've seen over the past couple releases if this kind of they've kind of enhanced it and what it is it's almost it's probably a future replacement for workflow with the goal being a little bit easier to manage than workflow you know similar to the no code virtual agent this is kind of a no code or low code designer for your workflows or flows that kind of it's a it's a whole different UI and you have a preset actions that you can then act on and I said low code you do have the ability to code some stuff that's actually some of the changes they've had kind of well I know when I stayed with it in Kingston you were I felt a little restricted about what I could could do like some of my use cases I'd go to do it and then you know turned out a feature that was in workflow wasn't there but what what I've seen with Madrid is they've really had all a lot of stuff that's giving it a lot more potential for replacing workflow or even just augmenting one cool thing in Madrid is you actually call a workflow from a flow designer now so you know if you have most of your most of your stuff done in a workflow already and you maybe want to trigger that differently or have a different you know kind of pre action you build a flow designer and then call that wouldn't you do that way when do you decide how do you decide what to do in flow designer and how to do in the legacy workflow system so somebody was joking with me the other day I think a good use case for what Tommy just mentioned of you know keeping your existing workflow is maybe like an onboarding workflow right that probably has many many steps or is you know has a couple of sub flows in it right if you've got really complex workflows you know you you can set up a flow designer and you know that'll be your trigger but then that you know we'll just call out to that existing workflow and start the workflow process but for some of your more streamlined workflows that are you know maybe not as complex you definitely want to take a look at that flow designer and then moving over to to using it it's it's really great and I've been playing with it and I'm really happy with it so we had a question come in the ability to call legacy workflows from flow designer how legacy chord and quote in the in the question how legacy he does that cover I'm pretty sure it's all workflows you can just call the workflow so any any active flow that you have I'm pretty sure it can be called if you don't think there's any kind of limitation that you've seen so far from using it not that I've seen no okay hey if if that person who asked that question has to follow up to that definitely feel free to let us know all right so let's move on we're kind of tying in sec ops vr which means vulnerability response it's not a cool new 3d experience for for managing your security operations but we're tying in VR and si are a little bit I know that Tommy you were most excited about vulnerability response and can you kind of give us an idea as to you know what's what's new and exciting the second vulnerability yeah so as Kim said maybe maybe not as flashy as a mobile app but there are some good improvements definitely building upon what they've already had they add a little lock with us and out-of-the-box dashboards I don't know if you're using it you've probably seen the old vulnerability overview dashboard which earlier just a series of reports that set there on your home page they've converted that Naoto real true dashboards so you can much more dynamic you get a lot more information they also give now a bunch of they're giving us a lot more performance analytics widgets or from analytics kind of pre-built reports that you can use so both of those kind of go with like I make me easier to implement you'll notice we have it pretty low on the difficulty to implement usually a vulnerability process is fairly standardized you know we integrate your third-party tool you get your vulnerabilities in there and then work to resolve them so having the big customization if you need it or really where ServiceNow is a big advantage is getting all that data and doing something with it you have you know hundreds of thousands of vulnerabilities you need to do something so with the report new reports you know you can get a better overview of your full health there's a couple more we already had like roll up calculators and previous versions they've added more some enhancements to that so like risk scores take a couple more factors into account now when rolling up there there's now assignment group rules which kind of break breaks out the calculating and assignment group out right away from the filter group Zura calculators kind of into their own into their own module so you can work with that a little nicer mmm one really random thing I noticed well I was playing with it uh if you're building a manual vulnerability group now there's a cool little preview button at all at all kind of you preview your conditions as you're building them but sha I didn't see that mention didn't release notes anywhere but it seemed cool to me because you know you know you set up your conditions you want to know like did I do something wrong am I going to see a hundred thousand or two yeah I saw you call that out to the team this morning I thought that was funny what's that well I said it sounds really helpful hmm no yeah and I think that just sort of an extra note on my end is I'm really surprised at how many companies don't have a solution like ServiceNow let alone that they aren't using ServiceNow for managing their vulnerability response I think that we still see a lot of companies even if you're not doing everything manually even if you have you know a number of other tools that you're using for security operations if you're not managing them with a tool like ServiceNow I mean I guess it just it surprises me and it's kind of scary when we think about how many companies are kind of having these security issues at the moment Tommy what I mean what does your thought right now in terms of I know you have the must have pretty high for this but the time benefit pretty high I mean what can you kind of explain why you think the the benefit of this is really as high as it is yeah so there there's the obvious benefit of unique you need to do something that your vulnerabilities we've all seen you know data breaches that large companies that it's no good cost everyone money time you're you know making your customers not very happy if their personal informations out there in the new moon wild sometime benefit really because like I said you you might have a hundreds of thousands of vulnerabilities and you know and your vulnerability scanner tool you got a there there you might be squirrel cheering its them into ServiceNow to take some actions might be working there a lot of people are just on spreadsheets still so what you can really do with vulnerability is use the groups and I'm not going to go too far into this we do actual have a demo where I talk a little bit more about some of the benefits and how the groups are built and what you can do with them but uh the main point is you group your vulnerabilities together and basically rate them on risk so you can really address know which ones you can address at the same time and then know which ones you should address first which are most risky to your organization yeah there's you know they even with Madrid they keep adding ways to do that better and I guess they say I think the point of it is to get the right information in front of the right people as quickly as possible yeah and I want to call out someone who'd asks us to explain our acronyms a little bit better and I do apologize if I didn't that better front I think we mentioned that VR stood for vulnerability response so it's essentially you know there are a number of tools that people have for monitoring their their Security's vulnerabilities and so ServiceNow has a suite of tools and one of them is to help with that and then si R which we'll get into right now is what Tommy I'll you do a better job of explaining that why don't you go ahead and just kind of define what security incident response is and and what that means and kind of why why you went in this direction with your rankings yeah so security instant response not not a ton of changes in Madrid I'll start out with what they there are a lot of changes in London so I feel like you want an owner ability I got give it a quick overview first yeah so security incidents you know it's kind of vulnerabilities preventing something from happening you know you solved that vulnerability before it's been exploited security incident is kind of the other end of that you've had something happen you had a data breach what do we do now and how do we track that so security incident enables you to track all those activities and then assign them actually I'll transition there into some of the new features there's a as I mentioned earlier an analyst workspace security analyst workspace and it's a little more optimized for the security analyst versus a service desk agent as things like one of the new cool things is a run books so you can actually define you know if this security incident happens you know what ten things need to be done and you can go through and your analysts can check those office if maybe they're a little less experienced and don't know off the top of their head and it also gives that kind of accountability you know you're saying if this happens we do these things and that's how it's resolved that's really helpful in like a high-pressure situation too because if you have you know something happened you get a DDoS attack and you've got all your servers going down you know things can get a little crazy and you know you could you could forget who to call and you know what steps you need to take so it's really easy to look at a quick checklist of you know do one two three four yeah yeah and that's what's cool that's what school in Madrid also I mean okay you just touched on that but I want to spell it out a little bit more the agent workspace that we were so excited for at the top isn't just for the ITSM levels of service management right I mean is any any responders are going to most likely be able to configure their own type of work space and so Security's definitely included in that that's definitely one of the things I think is worth bringing up yeah last point I wanted to give on security incident on one of the reasons there weren't a bunch of updates is that what ServiceNow has done is actually moved it out to be a store app they're starting to distribute some of their applications through the store so security incident now can actually receive updates independent of your version updates so you'll you'll see probably some more frequent updates there and also you know if you're upgrading your to Madrid you might not need to upgrade security and yeah maybe your security teams not ready it's pretty nice to give that kind of independent upgrade ability mm-hmm yeah okay well great well let's move on to our last point before we get into a couple of the demo items that we wanted to touch on but will can you tell us you know right now you know service portal that's obviously made a big splash or you know a number of releases ago but it sounds like there are some new enhancements and service portal that are pretty exciting in Madrid yeah one of the one of the new ones is the ability to support multiple service catalogs and so we you know we've we've built this solution you know as a custom solution but the ability to now natively out-of-the-box you know support your your Service Catalog your technical catalog maybe even your hardware catalog through your service portal will really help help our customers to make sure they get that full breadth of coverage and so yeah if you don't already have you know a good service portal process in place now Madrid is a really good time for you to get started with that can you tell me about you we just kind of put in their new cloning options but what can you give us an example of what that means when would someone want to utilize the new cloning options in the service portal application yeah so I can take that one so the you mentioned cloning right sorry yeah cloning there for a second no I did I'm sorry request cloning yet so what one thing I kind of hear a lot you know when our building service catalogs people in the past they're kind of like well I need to make this request you know for application access for this one person but the rest of my team needs the excess - so you're saying I've got to go in and submit this request 10 times it's the same thing so cloning is really cool what it does is when you checkout with your requests you have an option you do have to enable it and it can be restricted by role if you don't want everyone able to do this but you can basically go in and say clone this request for you know will and Tim and Tommy and then when you submit that you're gonna have not just the one request but three requests for each of those people individually so it's gonna save a ton of time when submitting requests if you you know requesting the same thing for multiple people it sounds really handy for all the all the managers out there with you know new teams and onboarding procedures yeah yeah yeah if you're you're gearing up your team or anything you're gonna probably be submitting our requests same requests pretty often okay well you know we have a little bit of time left I want to make sure we have some time for us to get into a few of these demos that we wanted to talk about first one that I know we wanted to touch on was going to be agent workspace and so what I'm gonna do right now is I'm just gonna hand it over to you Tommy and we're gonna actually go ahead and take a look and see you know what does agent workspace look like and and kind of run us through some of the features alright so you should be seeing the agent workspace now why are you both mmhmm yeah okay so this is kind of just the intro page you know says hello has a couple tips here on what we're about to do but really you come in here you can hit plus and let's it's for the scenario let's just say I'm a service desk agent again because I think they've really built it out pretty robust for that role come in here open up something new and this this is actually something outside of to work space actually called interactions which we as Tim said there's tons of stuff to talk about Madrid but so won't go too far into this but this basically is a new call or placement which I think maybe has kind of been needed for a bit but rather than a new call you know it's called an interaction so you know just just in case sorry to interrupt you just in case people you know have not really been initiated into this this is again for the help desk before further of the responders to these these incidents this is really good the new way for them to hop in and attack these items correct yeah yeah yeah thanks for clarifying so yeah if if I'm on here you know I might live in service now all the time clicking around as many service desk agents do so I come in here you know you get a call so we can say hey we got a phone call I'll point for will say it's uh Will Smith is calling need a short description actually let's not say wills call it's do someone else to able to do I know the architect he's always breaking his uh his month or so okay this ticket for him create a new incident so what you can see now and this is cool is you know eight of you I you hit that you I action then you're kicked out to another screen you hit back you might not get back to where you're expecting but no here it opens a new little tab within here within the workspace and I can go back to this this interaction if I need to but we're over here we're at the incident we can fill out the rest of our data of course based on customizations or even if you have agent intelligence I don't have that enabled here by dev instance you cannot you might have more these filled out right away so say email doesn't make sense so for those for those technical support agents I mean I could definitely see you taking this you know just making it fullscreen throwing it on a separate monitor and just you know working your whole day out of out of this out of this tool right you could just live in this thing yeah definitely see how you can see that's got my incident created I've got all my related lists up here in a bit nicer format you know we have its full-fledged incident form here we have activity you can post your notes or a solution probably wouldn't be happy with such a generic response but though we've got our incident and then again let me just show how we can come back here and if we need to do more stable you know his monitors broken and oh yeah I need a new iPad so you can come in here and create a request this is kind of where is customizable you can you can add some more options here so I'm gonna do a request in this case one thing I want to call these these multiple tabs that you have opening up I remember that was something that a lot of people were really kind of drooling over because the alternative was to kind of jump back and forth either with your own browser tabs or or to just you know close the whole page entirely and go to a completely different page yep yeah and one thing that's cool is because you would have to either jump back and forth your browser tabs or anything you're kind of you really noticed you were going to different applications within ServiceNow you know I would have had to click incident and then I'd have to click over to request um here you're kind of living this one thing you can see there's actually two series of tabs so we've got our interaction up here just the parent and then everything I've done with that is here so it really it pulls your whole like everything together just so you really keep track of what you're doing hop back and forth order your iPad it also sounds dangerous because I'm sure there's going to be a lot of people with 16 parent tabs and 16 child tips and oh yeah that's a level of math I can't even calculate you know I know I have enough tabs and my browser normally now another layer but yeah it'll be nice because I know when you do that trick where you come to open ServiceNow in the new tab and it's frustrating if you hit submit on the forum you probably notice oh but you were in this other tab doing something you're going back to a form you didn't think you were so this kind of gets rid of that whole issue yeah you can see here I've got my requests submitted and you can appear see related related tasks we've got our incident request you got our interaction there yeah we have a one thing I forgot to mention with incident over here this is kind of our contextual contextual search area it's now branded as agent assist contextual search still exists in the native UI but if you ask me I think this seems like it's going to replace that eventually similar similarity or it's pretty similar you got your knowledge articles catalog items yeah you can really do everything right in this one space nice yeah I could go on for a while about this but I know on a time crunch so yeah well though this is great and everyone if you have more questions about this you know throw them in right now and we'll see if we can kind of add a little bit of time to the end of the podcast and take that on or you know maybe we can set up a demonstration with you and talk about a little bit more or one-on-one but okay I'm gonna go ahead and I'm gonna give will presenter so we can talk about the mobile app development but thank you Tommy that was awesome alright so you guys should be seeing this is my phone you see my phone yeah we see your phone yeah that's sweet so this is the new ServiceNow agent app now this is the home screen that you launch into and so you can see you've got applications here and just to make it easier on you guys I'm gonna turn this thing sideways just to make it a little bigger so everybody can kind of see what's going on here so this is your you know your typical portrait interface so if I if I switch it it's gonna rearrange there and you go from tiles to a nice list so just to kind of orient you here you've got tabs at the bottom so we're on home in the bottom left with a little house and then I've got some notifications here so it looks like oh I'm being asked to approve something so I'm there was an incident that was commented I'm gonna tap on it well it looks like a Ville broke B's monitor again and so Tommy submitted that incident for able to tur and then you can also see that if we go back here we're going to tap back and then there's an approval request so I'm going to tap into the approval request and what is it Abel's looking for else it's $1,200 if I tap related and should take me into the requested item okay so there's the iPad pro so I can either when when we tap on that I get a couple of options well no it's not opening for me so you can you can approve and reject items from the approvals section here yeah oh it's it's in the approval sorry not in notifications so I'm going to go back home and then let's go look at that approval so we've got some pending approvals there's the approval that's what I'm looking for so if I tap up here I can approve it or I can reject it straight from the app I can also swipe right and do reject or approve all right and then we've also got incidents so out of the box this is the this is the out-of-the-box platform and you can see you've got folders right so let's orient ourselves with what we're looking at here so we've got folders which is the my incidents and the group incidents there on the left and then we have applets which are the tiles and those applets are all the tiles there and you can create those as really easy to create you can have all different kinds you can do things like lists you can do a map URLs calendars employee directories all kinds of fun stuff and so I'm going to tap on it active incidence here and you can see it takes a second to load but now that it loads I've got all of my active incidents there's the one for evil I'm just gonna add a comment so I swipe right to add and these all these actions are customizable right so I can reassign it I can resolve it so I'm gonna add a quick comment here and I'm gonna say met with evil then excuse any type of this is live next monitor submit and just like that there we go the incident was updated so this is great for you know the field service agents things like that or just anybody if you're you know you're in a meeting and you need to look at look at an incident or look at an approval that's yours so then you've gotten grouped incidents and not just groups you know incidents by different types so let's look at unassigned by Creek so you can see SN admins has two incidents unassigned so that's out-of-the-box options let's dig into a little bit of things that I customized and I mean this is really easy I did this over a weekend so I've got my ITSM app here I'm going to tap into it and one of the nice things you can add are they're called parameters so when you add a parameter you configure them and it filters the view to only show you the relevant data according to to the parameter so we talked about applets before and applets combined with data items so kind of think of data items like data sets on a table right so it's the incident it's the you know it's the user table things like that so you link up data items and you link and those linked to applets but with parameters what they allow you to do is when I tap on this incidence by priority it's forcing me to select a priority before it will even show me incidents so I tapped high and then I tap search and then now it will only show me the high incidents right and then obviously just like the the prior app you can you can filter let's go back and we're gonna look at open instance and again I added some custom actions here I added the add comments one and then I also added a quick resolve one let's hop into this and again this is all configurable what fields you want to show up and then there's also the Activity Stream down at the bottom so it looks just like your Activity Stream let me try another one here this was working previously hmmm alright I will make sure I show you guys that real quick so we also have a critical incident map this one's kind of fun because it gives you that map view of where things are and so you might want to avert your eyes for a second this does kind of you know get a little crazy it Scrolls around so this incident that we're looking at is in Salem Oregon and so we're going to go to Washington DC and look at this incident whoops long tap nope didn't work there we go alright so this it just shows me the location it for the incident so really kind of fun kind of cool way to you know figure out where you're going but it's also it's also really functional they're really handy because I can push the directions button down here in the top or I'm sorry bottom right that little triangle icon or not triangle what is that that's a square outside and I can get directions right so using the location I think of directions I can also call the person really handy and then you've got my active incidents you can link out to knowledge you can link to a specific knowledge base you can see I'm linking out to this article on how to configure so maybe like a helpful knowledge base you can even make external links so links out to websites things like that so that is that is the power of the new mobile app it's developed using studio so it's a lot of fun get out there and play with it and and have fun with it so I think the the some of the things that people have been talking about with the mobile app development is first of all that the I mean is the development easier than it was on the old old version I would say yes the development is a lot easier because again it's in studio right so it's it's already a tool that you're using and I mean the you know the once you understand kind of the hierarchy of how things work from you know the applications to the applets data items and the functions once you get that kind of that concept then it's real simple to just build things out and editing things is you know kind of that Naoko option right we're not talking about modifying script includes if I want to change the name of this app I just pull it up modify the properties and and then it's done so it's energy to code in one of the things that I is kind of a pet peeve of mine is when I'm using an app and I can tell that this app was meant to be an iPhone app now they didn't quite make it unique enough on Android and we did get a question as well you know are there any major differences you see between the Android and iPhone app versions of what you can do great question unfortunately I don't have any Android devices so I wasn't really enjoyed don't you yeah well personally Willa's Duggan do a bit more than I have yeah I got the app on my android and it looks pretty similar so far I haven't seen any major limitations I haven't yeah on my Android I haven't dug into it enough to know give you a list of you know different ships but nothing it's not like you're going into the app and you're like oh this doesn't you know nothing like that and kind of on that same page I kind of always felt like with the old app they tried to do too much take like a little bit of the desktop experience and put it in mobile and kind of like it's never smooth I never found myself using it really ever and I think especially the development and like as well as shown here some of the customization you can do you can really target it for what you want to use it for which it's pretty cool and it gives it a better better experience overall okay well you know that's most of our time we went a little bit over as promised but I do want to get to a few other questions and if you guys have any questions that we didn't get to now is a great time to throw those at us as much as possible as we'll try to cover as much as we can one question that we did get you know are there any updates about the UI potentially breaking or you know updates to common things that we need to know about I think that you know one of the concerns that I've heard people say is you know I remember in Helsinki when people were making the transition to that because HR was a scoped application they didn't realize that they were gonna have to go back and read build their whole HR application from scratch because it you know the the move from a non scoped application to a scoped application was going to be an unforeseen problem for them or is there anything like that that people need to be aware of for Madrid so I think I mean what I've seen largely so far not nothing that huge nothing where you know you're gonna upgrade and you're like oh my instant doesn't broken now you know UI UI is pretty good and nothing major braking of course you know any time you're customize you gotta be thorough with your testing you know you got to make sure your customizations still work in new instance obviously agent workspace huge UI change but it's kind of net new it's not not trying to adapt what you have so you can go build on that and actually Tim you remind me of one thing I wanted to mention about security incident your HR comment made me think of that night not quite as big but uh for security incident they added the ability to have multiple instances of like integrations so you integrate you know if you're a college campus that you know you might have separate IT departments they have different if two instances of a security incident application you can actually integrate both of those now out of box and the reason I mentioned that is the configurations a bit different so when you upgrade some things change but ServiceNow even uh they give you a fixed script now that's gonna do all that for you so when you upgrade you just run that fix script and I think I think that's only from Jakarta or Kingston it that may might not be in London but when you do that upgrade you run the fixed script and takes care of takes care of it for you so I think they I with the newer versions past couple upgrades it seems like ServiceNow has done a better job but you know either calling those those things out or giving you the tools to resolve your issues more easily on your upgrade so you're not like surprised that a left field with everything being broken and no idea how to fix it release yes yeah right it's it really depends on how you've configured or how you customize your system and I think that if you're heavily customised if you've done a lot of that there's really no guarantee that if you you know flip the switch on the next you know I I speak glib about how easy it is to move on to the next you just the switch right about about turning on the next step update and and that's a big problem that we hear a lot of customers talk about is you know it they've done so much customization in ServiceNow that they don't really know what's gonna break when they do an upgrade they don't always know how to you know make changes or go back to box which again I wouldn't be doing my job if I didn't tell you that's something that we do have a lot of customers out with if you guys have questions about you know how much customization you've done in service now I want to talk to us about that you know there's our information is on the screen there another question I wanted to make sure we get to someone had asked about how their automated test scripts and this is a genuine question guys I know that it correlates with a product that we sell but this was something that someone asked us that there are automated test scripts do fail when they upgrade to another system and service now and they're wondering if that's going to happen in Madrid and that is actually something that does happen that it's it's almost the same as as the customizations that you do that if you're going to have a lot of test scripts that you're maintaining on your own that when you make that upgrade to Madrid there's really no guarantee that those scripts and those tests are going to be future proof but there are again wouldn't be doing my job if I didn't say that that is something that we do actually is we have an automated testing platform called cap EO where we we have installed our own kind of API that we're maintaining for you guys so every time that you do an upgrade every time you do a customization you have to make sure that you you upgrade the backend that you maintain all of that and that's something that we actually handle for you on our side at least as far as it goes for ServiceNow upgrades so when you go to Madrid or New York or I don't know what they're gonna do for ou yet I haven't heard yet nor xeric the idea is that if you if you're doing the automated testing with kpo that you're able to to maintain that another question and Tommy I'm going to throw this one right to you has there been any AI in service now in Madrid that has expanded to other features of the platform yeah so yeah thanks for throwing to make us think as I said before a little there's a lot of AI like chat bots like this magic thing gets thrown around a lot there are there's very specific areas of the tool it's used in so he already had virtual agent you had agent intelligence to assist with some of your assignments one cool one that actually I found it in the release notes and haven't seen much about you can now for uh there's something called alert similarity which basically uses AI more specifically to not use that bucket term uses natural language processing and machine learning to interpret your past alerts and events so in event management you can actually one if you're if you're someone manually working this alert you get a related list you can see alerts that we're similar and it uses that natural language processing to determine that so it's a little bit more than just you know a fixed condition so you can you can see that you can resolve that quicker because you saw how what happened last time and alert like this happened even if it wasn't exactly the same and then II you know beyond that you can start to automate off of that if you're you have this ability to link these together you don't mate some of your responses so I think that's pretty cool that they're you know really expanding where they're using that machine learning from just the agent agent intelligence and virtual agent always good best words next handy I mean I know those events are you know it can be a big problem when they come in on you know because they come in such large numbers right so dealing with them through a through a bomb or through a an AR solution is definitely gonna gonna help yeah what other questions do we have to you know I'm looking through because we we got a lot of questions from people before that's what the papers I'm looking at down here are you know when when they had registered what we asked for some questions and a lot of great questions came in through there I'm just trying to take a look and see if there's any other ones there no we're we're pretty low on time by the last one I'll ask you guys and this will be our final question any other questions you guys have you know feel free to email us or or we'll see if we can you know touch base with you afterward has there been any changes to the walk up experience and I thought that was worth pointing out cuz I heard you guys mentioned that a little bit earlier what's your take on you know with the changes in Madrid how that's going to affect that that area yeah that's a good one actually should I mention that in agent workspace because it goes really hand-in-hand I've always been a big fan of the walk-up experience I think it's really cool for you know maybe use a university example again where you have a walk-up help desk you uh you can kind of people can go to a kiosk get queued up see where they are in line one new thing in Madrid is appointment scheduling so kind of think of that like Genius Bar model that Apple uses you can schedule your appointment with the service desk or with a you know an l2 agent ahead of time and then the the part that I really like is I always thought it was really flashy on the end-user and walk up experience but then you went and the service desk agent he was just looking at table and that was it really didn't seem to match up so now there is a workspace you can do that right in me the agent workspace manage those walk up experiences I feel like it kind of closes the gap on new flashier UI and experience well and plus when you're handling them the volume of lockups right I mean it's definitely easier just like the incident you know we're going it as a service desk person it's it's easy to handle that volume when you're when you're working in something like agent workspace yeah and it makes it easier to work like two at once yeah you know if you like with the old we were just talking about if you open a new tab and then the table interface you might have a bit of a hard time managing going back to where you were before so now you can actually have your two tabs in the workspace open and kind of you know you're helping one person well someone's doing something else you can switch back and forth it's really nice yeah I'm gonna wrap it up any final thoughts you guys have what's your one takeaway what's the big big thing you're excited about for Madrid mobile development so looking to you know just you know get the word out on the new mobile experience that's available mm-hmm Tommy is it agent workspace for you yeah yeah a big surprise yes there's a reason we picked this to you but yeah agent workspace it's pretty awesome really really changes the way people can use ServiceNow yeah all right well awesome well again everyone thank you all for for joining we were we're very excited about the response that we got from everyone on this and we hope that you guys enjoyed it if you have any questions again obviously feel free to visit us at Serna solutions.com if you want to see some of our other podcasts you can see those on our blog or you can also go to youtube and look up certain solutions there we've got a number of podcasts and webinars out there that you guys can take a look at if you have any questions go to you know you can email us at info at Sarina solutions comm let us know if there's anything we can help you out with and we'd love to talk to you more about your next project and see how we can partner with you about you know getting you connected with our experts and seeing how we can help you out but again we'll as always thank you Tommy thanks for joining us for the first time everyone else thanks for joining and I hope you guys have a great day