[Music] [Applause] welcome my name is Shawn Wilson from cross fuse today we're going to present the smart launch for ITSM introduction throughout their time together you'll be hearing just a bit about who cross fuse is will also be explaining the genesis and what's included in the smart launch for ITSM then I'll turn it over to Jacob Anderson my technical resource today who will walk us through a live smart launch demo when that's complete we'll go ahead and come back together and wrap up so first a bit about Cross views we are proud to say we're a service now only implementation partner everything in our company is based on the platform we do have discrete business units the first one is our Consulting Group these folks are focused on helping our clients realize the vision and how best to optimize the platform whether that's in helping prepare roadmaps or consulting engagements around specific processes developing business cases or helping them drive adoption through organizational change management assistance of course our implementation group world-class thought leaders in this space proudly one of only a few gold partners in the ecosystem we also have a discreet support group this is a group that offers post go live training for customers that would like to outsource that in an affordable and efficient way we also from that group offer various levels of training whether it's ServiceNow specific or more broadly ITIL or ITSM lastly and one of the things that I think really differentiate us at the company level is our managed service or our operations group there are several areas within ServiceNow that we've been able to leverage our managed service experience as well as the functionality in the platform to offer ongoing operational assistance to our clients as far as where we are we're a global company spread across the world we've got customer contact center in the Philippines sales and delivery operations out of the UK headquartered here in North America with our 500 resources spread across the globe I often get the question what makes cross views different well hopefully you'll learn a little bit more about this in our time here together today but a few of the highlights we've been working in the outsourcing or managed service space with IT organizations for 17 years and certainly when you do it that long you have a deep and intimate knowledge of what drives the sort of outcomes the clients are looking for specific to the ServiceNow ecosystem we counted up once all the implementations that our employees have touched and it's well over a thousand similarly to what I just said about the years of experience when you do things that many times a thousand plus you certainly start to get an understanding of what great looks like not just on the partner side but on the client side what helps folks leverage the platform in the most meaningful way upper-left it mentions number one in customer satisfaction certainly we're very proud of that that's as provided by ServiceNow lower-left we have our QuickView suite of applications that's not the focus of this presentation today but certainly it's I guess part of smart launch essentially this is that 17 years experience that thousand implementations worth of learning distilled down into real tangible code update sets that were able to work with and help our clients take advantage of all the work we do in ServiceNow is wrapped in the only 90-day guarantee that's offered in this ecosystem so that was a little bit about cross views let's turn our attention now to smart launch specifically I mentioned we've been doing it for years and years I mentioned we've done a thousand implementations certainly many of those were in the largest global organizations across the planet frankly and what we what most of those implementations looked like were three to six months sometimes longer certainly six digits and as far as a budget requirement oftentimes it was a project that would either extend perhaps as understanding of the platform grew within the clients organization and certainly while they enjoyed all that value we when we started to think about doing work outside of those largest organizations we knew that that kind of timeframe and that kind of investment could be a challenge so we went back to our development team our thought leaders and really asked them how can we deliver a similar experience that is to say zero risk for companies other than the largest in a way that is impactful to their organization so here we're talking about speed we're talking about easy and we're talking about low or zero risk and that in fact is what spawned smart launch focusing on those things I just met standing up the applications and ServiceNow is certainly a critical component but we know having having only the ability to do that isn't enough we have to be able to drive that project and lead and teach while we're doing it so included in smart launch in addition to the technical implementation is project coordination is training and knowledge being delivered and I would suggests a unique manner right it's it's it's far from train-the-trainer approach we're really bringing customer resources shoulder-to-shoulder alongside because we know at the end of the project they'll simply be in a better position to be successful supporting ServiceNow in the future in addition to standing up the applications were also injecting ITSM best practices really it's it's it's sort of the stand on the shoulders of everybody before us approach meaning what we've learned by doing those thousands of implementations were able to pass on in frankly I think a disruptive delivery methodology that's unique to smart launch and cross views I mentioned the 90-day guarantee earlier that's that's another component that drives down the risk everything I'm talking about is wrapped in that guy guarantee while it's true we'll have very active post project support we're not going to just we're gonna stand behind our product product for the 90 days following the project lastly I mentioned the go live celebration anybody considering service now I sure has seen some of the success the the celebrations that happen upon go live you know it's much more than the the cake in the photos it's really about celebrating our customer and our point of contact success as he's able or she is able to deliver on value right out of what probably is at least significant to the organization investment so I just you're gonna see some of this in just a second when I asked Jake to take over but let me just talk a bit about at a high level the applications within ServiceNow that we're implementing within smart launch obviously you can see we're including incident management service portal knowledge management problem management change service catalog outage tracker so outage tracker is a custom application that we've created it's it's a it's a unique but but certainly very preferred addition to the smart launch suite or smart launch product it helps IT organizations quickly get a sense of what service might be degrading and what service might have an outage and then beyond that help sort of limit the scope of what might be the cause and then lastly doing some of those foundational CMDB items that really power and drive report accuracy and the other applications so I've mentioned a couple of times included in smart launch is implementing those ServiceNow applications and and certainly that's true but the way we do it I think I know is significant value proposition to to smart launch right our quick fuse applications are being leveraged here which means we're not only simply turning them on for but actually sharing with you best practice and features that we have learned from other clients are important and those those features the value of those features those things that make a difference on day one is what makes in my opinion smart launch really unparalleled out of all the quick starts or other options you may hear or read about in the ServiceNow partner community I'm not going to go too in depth now because we're going to get a chance to see some of these we we often get this question about you know the the promise of 30 days seems almost too good to be true frankly it's at this point that we sort of lay out what that expectation is on a timeline certainly in the beginning we have to work with our clients to clearly communicate the deliverables and work on executables and so on that's the the red circles on the left there the green ones are really about prepping for this to be successful right not just resourcing but doing some introductions gathering some information and then the kickoff that's when our clock starts at the kickoff over the next four weeks we are highly focused and engaged with your team as you'll see in just a minute using unique tools that really are driving that success and that brings us to go live again I'm gonna let Jacob talk a bit in depth about timeline and when we do things but for some of the folks in our audience that that feel like four weeks is a short time to pack so much in I thought I'd share this timeline to give you a sense of that order you can see we front-end everything with a workshop to really define all or assume all of the the pre-work information we've collected from our clients and then that lays out the rest of our our approach so the financials you know we we looked at our pre-sales methodology for quoting similar similar engagements as I mentioned earlier that we've done and we started to tally up you know what would that what would we have what would that cost have been hypothetically to a client without smart launch well we can see here it's well over six figures with with the risk I guess of time and materials meaning subject to change order we also as I shared earlier was was spanned over a three to six month time horizon so that's our price for the deliverables within smart launch in our legacy model now as you can see we're doing it for forty three thousand dollars it's forty three thousand dollars and it's fixed price completely budgetable defined hard-to-find deliverables no risk to to scopes for all a no risk to budgets for all we're also doing it within 30 days so we've compressed that three to six month timeline and you know just just a note on that think about you know ServiceNow software agreements are thirty six months long and you know if in what what what could you accomplish if instead of spending you know the first six months simply configuring the platform instead go live at day you know 31 what would you do with that extra time that in itself I think is a huge value so I hopefully I've introduced you to cross views I've told you about the genesis of smart launch giving you a high-level overview of what's included I think it's time for us to actually see it in action I'd like to introduce Jacob Anderson one of our founders and vice presidents and really the technical thought leader behind the development of smart launched Jake if you're ready I'll hand presenter over to you all right sounds good thanks Sean as Don mentioned I am overall of product development here cross use and I've been doing ServiceNow work for over 10 years now and during that 10 year span I've done a lot of implementations and what I've seen over and over again is is even though while I was a ServiceNow or across fuse I think we have the best consultants in the world what happens with a phase one implementation a lot of times historically is a customer determines what they want and you go and you gather requirements you figure out what all the customizations they want to do in ServiceNow and since the customers coming from the world of their old product whether it's remedy or HP or whatever pretty quickly you start to realize that those customizations and your requirements are in essence rebuilding remedy and so what we're trying to do here is make sure that you get a solid implementation that's really leveraging what ServiceNow is best at and that is a very powerful cohesive platform built on top of a CMDB that's really enterprise ready and so what we do for smart launch is we try to to take advantage of that and implement in a way that's consistent from customer to customer applying all those best practices we've learned over the years and so one of your first questions is probably how do you implement this so one of the first things we do is in your fresh new ServiceNow instance we lay down a product called cross you smart launch this is how we manage your project and we have a Status page which is our dashboard and together we come here almost every day and we view how we're tracking towards completion and so the status goes from green yellow to red depending on how our implementation status is going we have a timeline which we honestly discuss almost every time because four weeks is very quick and so the time to load your core data or it or to configure your service portal that time flies and so we want to make sure that we're not falling behind and that if if you need help or if we need further clarification that we get on that right away and on this if if all the tasks aren't completed when the date occurs then those components turn red if we're in the middle of that right now it turns blue and if it's in the future it's green and then one of the thing is again of a big part of this is to be prescriptive on how we do the implementation you don't want your implementation be different depend on depending on which consultants doing the implementation right you want it to be the same as everybody else got that we're very very happy you want to make sure that you upgrade really well with ServiceNow well into the future that's the whole point of this as compared to if somebody's doing random customizations to your to your instance you know you may not upgrade as well as you would if it was done in a thoughtful way like we're we're doing here and so we also have a bunch of tasks that we're gonna work on together and these tasks are very well detailed that allows you to go through those and and Marc's completed you're done so one thing that we do is part of this smart launch deployment is we work together we expect you to have one or two technical people that have taken the ServiceNow foundation's course and that are willing and scheduled to work with us and and have the time allotted to do so this is an aggressive timeframe our idea here is when we walk away when this implementation is over we don't want you to have no idea what just went into your your instance or you shouldn't need to call us at a field to a forum right the idea is your ServiceNow admin or who's going to become your service now admin after the implementation should know exactly what into your instance and be able to manage this very well going forward and so we assigned a lot of tasks to the ServiceNow admin and we work through them together and if he or she gets stuck we teach and we get past that and so again we try to be very detailed on what these tasks are so that it can also be a learning and training experience and that's all included as part of smart launch all right so what's in Start launch as Sean mentioned there are a lot of components are part of smart launch and because every customer wants to do something a little bit different some want to do Incident problem change others maybe instant service catalog we lay down all of this for you now that does not mean that you need to go live with every component that's listed here will still deliver it will still configure it and will still provide documentation for it but oftentimes customers want to perhaps release with incident service catalog acknowledge a few things like that and then in the future rollout problem in the future perhaps knowledge depending on what your what your intent is the idea here is is we're flexible and we will deliver documentation videos to show you how to roll it out to your customers have a user in case you decide not to release that during your go live date all right so what I'm gonna show you now is exactly what you get after you're implemented with smart launch everything here is included and so the first part is if you've seen ServiceNow before you've seen demos a lot of it looks like this right or you've got applications and modules it's very technical you've got a home page here but what we found is end-users aren't really used to the technical looking pages and so what we've done is we've delivered something called service portal and it's also a theme that sits on top of the service portlet ServiceNow launches now of course your logo can be swapped out your colors we need to match your your corporate theme but more or less it looks something like this this is something that again it's a little bit more user friendly at the top you have your menus in the middle you have a global search and then below you have something that people reference most often so if they want to request some thing or report an issue search the catalog view the recent tickets they can do that right from here if you're an approver and there's any approvals that are pending action on you you can simply click approve or reject again right here from your your main page and anything that might be interesting in this case looks like there's an outage that's being reported so this this really combines two different two different ways of accessing your data so if I wanted to request something new I can go and I can look at my service catalog now we set up the service catalog for you of course the catalog contents are something that you'll need to populate and they won't be populated on day one typically customers create a handful of catalog item it's just so users get used to the fact they can request things but then over time they'll add more and more and more catalog items the same is true for knowledgebase articles and so again we're just looking at demo demo data for catalog items here but I can see everything I can request I can see which catalog I want to dive into more let's go into the Service Catalog ins in this case again another categorization let's get a hardware I can request then here I'm looking at hardware I can dive in again to desktops so this this is is more or less a yahoo type approach right where you're in a portal and you can dive in a category category category and see exactly what you want to get to this use helpful if you perhaps don't know what you want to request but are curious is what is available for you to request now in addition to Service Catalog you may have things such as password reset or or generic service requests that are found in your catalog your knowledge base is going to look very familiar or similar to this where you've got categorizations where you can dive in see what we found though is most users prefer more of the Google approach of the Amazon approach Amazon you can dive in and see everything that they have through categorization as well but most users don't do that most users go to a global search type and find exactly what they need and this is how this works as well so we've set this up to work across all just to search all of your knowledge bases and all of your service catalogs or all of your catalogs and all show you items that you should have visibility to see so in other words to be shorted it shows you exactly what you would expect your Google search to show you and so let's let's take a look at global search here for a moment you know one thing I neglected to mention is if the company decides to put a notice out to everybody order a certain group of people they can easily do that your notice this will show up here so in this case someone put out hey we're experiencing an issue with email right so an easy way to quickly get that up to users all right um so using this global search let's say that I'm a new employee and I need to know how do I do an email signature and I can search for that and it looks like I've got a knowledge article here and this tells me exactly how my email signature should be and so we can have consistency across our organization on how we have email signatures or let's say that I need to get access to a VPN in this case and again I'm searching catalog items or knowledgebase articles that that we've populated you know in our demo data you're probably going to have something like this and over time better and better and certainly more exhausted than what we have and just start demo data but here I can request a corporate VPN and I can be approved and I can be granted to that through an approval process or perhaps I already have a VPN and I need to know how to configure that in this case for my Apple devices and I can figure that out as well then I can do I can do more and more examples but you kind of get the idea let's say I'm traveling I need an international phone plan and I can see that here so it behooves you to to do a good job thinking of what catalog items might be useful or what knowledgebase articles might most help your your user base alright so one thing that's nice about this portal as well is it's responsive so if we were to make this smaller and again with my screen sharing the way it is I'm not sure that this will show the way we want but notice that as I go smaller everything resize is the way we would expect it to the menu collapses and we get something now that we can use on a tablet or a mobile device and and works truly well if you don't have access to your to your laptop browser so stepping the shoes of an end-user let's say in this case I delete an email and I really need to to get that recovered and I'm not gonna search the knowledge base or might be an article but as a typical user maybe I'm too lazy to search the knowledge base and I'm gonna create a ticket in this case I want to create an incident this is an important email so I'm going to say the impact is is medium my business service is email and we'll talk more about business services later but again it something that makes sense to an end-user is I have an issue with my email I need help with that and then finally I'm going to say what was my example I think it was deleted or an email so and I'm gonna put that down here for my new details but wait a minute it looks like we've intercepted this here and said hey have you tried searching the knowledgebase click here to see if any of this helps and lo and behold we have a knowledgebase article even though the end user did not search the knowledgebase we're presenting to him or her an article that may help them with her issue in this case I want to look at this great this is perfect this actually fixed my issue I can mark it that goes feedback for people determining how useful different knowledgebase articles are but now I don't need to create an incident the Service Desk doesn't need to review the incident or assign it and the technician doesn't need to address it and try to close the incident the purpose here is we're doing instant deflection and the reason we can do that is because not only do we have a knowledge base that helped us out here but we're showing a user who did not search the knowledgebase articles were relevant to him or her in this case we deflected the incident let's say that we this isn't the issue let's say our email isn't working and I'm going to say the same thing here my knowledge doesn't help me on this and so I'm going to go ahead and submit looks like I can view the ticket if I want to and have a conversation with the agent ends up picking it up and when the agent responds I'll get it in real time here I can view the details of this incident there as as many user but now as something someone working my incidence let's say I'm in the helpdesk I'm working incidents right now and I see that looks like Jacob has has said his email isn't working let's see what's going on here and I may assign this to myself and and and start to work this incident now a few things about this let's talk through this form here for a moment notice that if you remember when they're submitting the incident they could say whether it was for themselves or somebody else and here they said it was for themselves if the this user had a location in in this case LDAP or in a user record that would automatically populate here the business service that they specified comes through here and then remember the end user determine what the impact was now I'm logged in as admin and so more fields are open to me than would be to a help desk agent but the end user and only the end user determines the impact IT and only IT determine the urgency and it's through a combination of both the priority is driven which is which is probably familiar to you if you're familiar with ITIL and so priorities based on feedback from both the end user and an IT we categorization on this if we wanted to but in this case it's just they need some assistance and because I filled it in through the portal that's automatically set up to self-service had they sent an email to the to the ServiceNow instance this would automatically be set to email and and and so forth alright so let's let's work through the instant here a bit a few more things to notice as the watch lists and works no work notes list where ServiceNow is built on a common platform you're gonna see a lot of these similar fields across instant problem change etc you're going to see this all over and so it doesn't matter where you're at everything should look familiar behave in a similar way if I was an end user or even as a technician and I wanted to add somebody to the watch list of either the customer facing notes to go back and forth I can add myself or somebody else that wants to have visibility here if I want to work with another technician and that person should be on the work notes list and we can send communication that's not visible to the end-user I can add that here and if I want to communicate to the end-user send comments I can do that through additional comments or if it's a private work note to someone on this work notes list I can send a private work note as well now once this incident was submitted immediately we have SLA s that have kicked off we deliver with priority one two three four and five SLA s and we have two essays for each one as a response SLA and a resolution SLA so how quickly when someone submits a ticket do we respond and acknowledge that we were seen it and we're going to address it versus how long before we can resolve this now while we deliver all of this as part of the implementation you decide what the criteria is as far as this is a 24 hours is five business days or calendar days and and we'll go through that together in fact those tasks that I showed before or pretty they explain this quite well and it makes for a pretty simple update a lot of customers honestly just go with with what we deliver and it's used with quite a few customers but certainly you can modify that now with SL ace technically those are contractual obligations you have to another party it's your service level agreement even if you don't have any contractual obligations we see it as being very useful for just measuring the performance of your help desk as well and so we highly recommend the usage of s always alright so they seem this this instant came in saying email isn't working if you've worked in the help desk before this is something that at least drives me nuts it makes me it would make me want to quit my job because I see these things over and over and over again what do you mean email isn't working can you not access the webpage can you not log in is it your thick client or can you log in but everything freezes I have no information to go off of and so what typically happens in the day and the life of the help desk is you say what do you mean this isn't working and then they respond with well I can't log in or or I can access it and and back and forth you go trying to get an end user to give you enough information even work this ticket well remember the benefit of service now over an older system is that we're not remedy we're not H we are built on top of a CMDB and so let's leverage the power of the CMDB you'll notice on the form that there's no category subcategory sub sub category but everything's based off your business services and in this case your configuration item so the end user said this this was tied to email and if the end user didn't specify that the helpdesk at this point could could add that for them and say okay this is email business service that we're talking about now because service now your incident process your problem your changes etc all tie back to a CMDB in business services I should be able to get information around email to see if anything is impacting email right now immediately I see there's an outage icon next to this field if I click on it I see there's currently an outage it started seven weeks ago and this is demo data so I seriously hope you don't have email out for seven weeks but the idea here is I can tell there's currently an outage concei male and so instead of the back and forth and back and forth we go at the end-user I have a pretty good idea of what's going on they see email isn't working well there's an outage against evil and so I could say there is an outage right now mr. King perhaps something more explicit than that and share that with them one more thing I'll show you is even if there wasn't an outage against email if you remember one of the main causes for incidents coming into service now for something being broken is recent changes so something in the environment has changed it's interrupted service for somebody else so we can also take a look at any active tasks that are going against email right now so any recent changes any problems and any other incidents and hopefully that can help me as a help desk agent kind of shed some light on and maybe the end user was more clear in this and I just need to know is there any clues it will help me understand perhaps where to route this or if I'm in this group maybe where to begin to look to address this issue but in this case I'm going to say there's an outage right now I'm gonna save this record alright so in this case I get a pop-up that says hey there's an active outage against this the CI right now the outage is recorded on another instant so do you want me to in essence make this a child to that other outage incident I'm gonna say no right now just because I want to follow the instant flow and show you how an instant lifecycle works if I would have said yes the benefit of having this be a child's that other incident is if there's an outage against email you might have a flood of instance coming in saying hey I can access email emails down whatever and you want to manage all of those instance that come in from one ticket from the parent ticket and you can update them and close out the incidences you address the issue that's the benefit there but in this case let's say that maybe it's not related related to that outage it's something else I'm going to say I resolved the issue and here when I hit resolve it automatically says how did you resolve this is this a workaround or is this a permanent solution for them is this is this a duplicate of something they've submitted before in this case I'm going to say I gave them a workaround and try this I'm gonna tell the end-user I think I've got something that'll work for you try this and now the incident has been resolved now I'm an admin so I see more buttons you will but I want to point out something only the end user can accept the solution now the end user or the technician can reopen the incident either one of them can say actually this didn't work let's reopen this and let's continue to work with this but if this indeed works the technician can't resolve this for the for the customer but the end user can finally say yeah I accept the solution that looks like it works and once they accept it the instant is closed forever it cannot be reopened and if a month from now the end user says actually that didn't work they open a new incident they could relate it to this so they can get history a relationship but it is it is closed forever now a common question I get is you know a lot of end users some of them will accept the solution some will realize it works but they'll never come in here and click that accept solution button and so what we do is there's a property in your system that says if the end user if it's if it's resolved and waiting for them to accept the solution and they simply don't in a certain number of days and we default up to seven after seven days go ahead and close close the incident and and continue on right so that's a way to clean up instance so they're not sitting in the resolved state forever so what one I want to show you two so this is the incident lifecycle going all the way from being submitted to working it to resolving it to closing it now one thing we've done is we've tracked some good information against this this incident we know there's an outage against email now one thing I didn't mention is let's say there wasn't already an outage and I looked I said oh my gosh email is down I could right-click on the header and create knowledge so in this case an outage RT is created so you can't create two outages for one but if it had not yet been submitted I could do that in this case there was already one and so we can relate it to the outage record but my point is hey this information is being collected is there a good way to display this and Shawn brought up our business service dashboard so we can see our our service status so a lot of people will do is I'll they'll put this on a big-screen TV somewhere hang it up and they can see the current status of all their business services whether it's green whether there's system degradation or whether there's a full-out outage outage and if there's a planned out I just due to a change that you're going to do that it'll show up here as well you can also filter this and say you know I don't really care about those that are ok I'm going to assume that they're ok if they're not on this list but show me anywhere we have a planned outage impacted or where it's down and of course you can filter in other ways as well but in this case I'm only going to show current outages and I can actually dive into this email outage and and see some information about it that's useful I see it's been out for 50 days roughly it's a very critical application and which group and person owned this email service another thing that's interesting is I may want to see historically does this business service go out a lot does it does it come up and go down and come up and go down or or is it typically pretty reliable now for this timeline because demo data it's pretty much always down but you'd see an interesting information there instant trends this is useful because we don't necessarily care about how many incidents there are against a business service but if there are spikes against any particular business service it's helpful to know that and helps us understand what what might have changed and again just like majority of incidents are caused by something that's changed in your environment that's even more true for outages and so we show recent upcoming changes in in your list here now the interesting thing here is there's once we lay down this application there's no configuration on this it simply works again everything we do is built on top of ServiceNow out-of-the-box tables and so as you populate those tables as you leverage what ServiceNow it gives you you can get very rich information the purpose here is not to customize your instance so that you have your own special implementation of ServiceNow but rather implement service down the way it should be implemented so two ServiceNow as they add features and as they is they fix bugs or add improvements or whatever they do you want to benefit from all of that going forward so that's a big part of what we try to do here so let's go back to to incident a few other things you can do is below if the incident if you realized that there's actually a problem here that needs to be addressed then you can right-click on the header and do create problem now in this case it's already resolved let's reopen this here Oh didn't work be opening all right so now if if I realize that oh my gosh we need to change something but perhaps that we realize instant has an issue and we need to reboot the server or we need a dram or we need to do something we can kick off a change right from this incident and it'll go through all the change approvals and everything else any related records below will be found right here so if there's a change was kicked off we could see it here if you created a problem from this you can see it here and you have your relationships here now the purpose for incident management is not to solve a problem that has no place in incident management ITIL says incident management is to restore service and get the end user up and running as quickly as possible however we want to capture if we've realized something is truly a problem we want to capture the fact that it is a problem and have another team perhaps or whoever it might be work on that problem and find the root cause of why we're seeing these problems so let's go into problem management all right let's pick something that might be interesting with problem management again it ties back to a business service has States like you would expect in the bottom notice there are no SLE A's problems do not have s ways and they stay open until we investigate what's going on here now the nice thing about problems is is it gives you the ability to communicate work around to any instance that say hey or pending this problem to be fixed and so if an investor investigation of a problem we find a workaround we can put that here and we can communicate that to any related instance what that does is it sends it as a as a work note so the technician can choose how to communicate that to their end user but eventually you want to get to the root cause of what this issue is and do root cause analysis and that's the purpose of problem management when you're working a problem you may decide this this would make a good knowledge article and so if you to create knowledge article when this problem is closed it will create a new knowledge article in draft state they can be reviewed and eventually published if that's the desire one thing that we do as part as part of this implementation is it's really easy to create a bunch of duplicate knowledge articles and so if you're gonna create a knowledge article we do a quick search here to see is there is there a similar article that you can better leverage or does it indeed is it is it indeed unique i'm in this case you may say it's its unique problem management's pretty simple a lot of people choose this to do this however in phase 2 because this is somewhat new to some organizations other people choose to do this in phase one so with problems one thing that we we have added as part of this implementation is what we call a trend watcher what I've shown you so far is and and a technician that said oh I realize there's a problem let's create a problem from this but you may have a large set of helpdesk users or people in ite but don't necessarily have perfect visibility to what other people are doing and so we try to put some artificial intelligence or some logic around problems that get created so we can create those in an automatic way as well so we deliver with this configured for you it looks our dem looks like our demo data isn't configured here but we could say and this is very common let's watch the incident table and watch the business service field and if we have more than ten incidents come in against a particular business service like email or Sapa or whatever over a 60 minute time frame go ahead and create a problem and again we create one of these records for you for creating problems but the idea here is now it doesn't take a technician to know whether they've received a bunch against email and there might be a bigger problem that needs to be investigated here the system can be smart enough to watch your instance to come in trend it on the Business Service field and see if there's anything out of the ordinary and we can trend it be a trend field or we can set conditions this is this pretty feature-rich but if you're using problem management this is a helpful way to determine what problems might exist in your environment alright let's move on to change management I know I'm covering a lot in such a short time but is a high level I want you to understand what we deliver as part of our typical smart launch implementation if I were to create a change no matter how I go about creating a change whether it's from this or list view or whatever we intercept that request and we ask you what type of change are you wanting to create the change everyone thinks of when they think of change management is your comprehensive change where you get approvals from different people it's it's finally approved by the cab or change manager you have planning steps back out steps etc and then finally goes in and that's probably what we'll talk more about today because that's a change everyone's more familiar with once you've done a comprehensive change a few times then it could become a routine change and that's where you've done this you know what the risks are it's it's somewhat repetitive but we don't need as many approvals this time because it doesn't have the same type of risk the comprehensive pass standard changes are pre approved change so if it's something that that someone has given approval you can do this whenever you need to do this a lot of times or they're low risk they're simple we've we've done this before and and it just wastes people time to to approve it well we don't want to happens for people just to make random changes in an environment because they know they can and they don't require approvals we still need to track every change it goes into the environment and so this is a way to say okay here's our pre-approved list of changes that were allowed to and and you know it's require the same approvals or no approvals in this case you're just documenting and finally there's an emergency change and you're all probably familiar with this it's something where there's perhaps an outage or something that's a big deal that we need to get a fix in there right away and we can't wait for what we would normally do with comprehensive change so in this case let's let's let's do our comprehensive change which is again where or where most of you think of anything of just a regular change so when I go to create a change we have to determine what we're going to make a change against and let's say I was to do a change against the email server now one thing I do want to point out is is we do have the ability to instead of just an individual machine that we're going to do a change against let's say it was Patch Tuesday or something and we needed to change all of patch all of the windows servers we also support seeming to be groups so I could say all my Windows servers I'm going to do this change and when you submit it for approval it'll unwrap every machine that's into this list and it'll be added to the change list now in this case I just want to do an email server I'm going to say the risk is it's three it's a moderate risk and I'm going to add or gigabyte of RAM I'll give it a description again you'll be familiar now with watch list and work notes list comments and work notes how they work same with incident now I need to determine the schedule I'm gonna do this Friday and it will be done on Saturday now here comes a part that that everybody loves and that's the documentation for for what you're gonna do so this is what justifies has changed here's how I plan on doing it I plan on testing it afterwards and how I I'm gonna back this out if it doesn't work I'm not gonna fill this out here for a second what I didn't want to show you is this takes time to fill out sometimes and so we don't require these fields they're not mandatory because you may not know all that just before saving your your draft in essence but if the time comes where you say okay I'm ready and you request approval it will not let you request approval without several things being filled out so in this case I'll fill out my backup plan I'm going to request approval all right so notice the risk condition has changed from a 3 to a 2 and the reason is because of insufficient lead time now changes have risk condition criteria you can modify if you wish we deliver with a few but in essence it's just saying if there's not enough lead time we may modify the risk of the change you're about to do that does not mean that approver cannot approve it we just want to make sure the approver knows that it's high-risk because of this now I'm an admin so everything's open but what everyone else sees is once you request approval it is locked down no one touches this until it's either approved or rejected I can look at the list of affected CIS in this case we're just doing it against one but if you remember when we tie everything back to business services so as part of our implementation for for smart launch we help you load business services into your environment now at a future date you may also bring servers and workstations or you might do that as part of this implementation but at a future date you might tie those relationships to the business services and that's very powerful it's very useful and I would happily recommend that especially for your more important business services one of the reasons to do that as shown here so once approval has been requested the system looks at what is being affected and traverses your business services to see if it supports any of these business services in this case there's six different business services that may be impacted by changing that one email server and so Jarrod owns most of these but fred owns one of them and so eventually we're going to need to get their approval to make this change because this may impact them and that's part of the the workflow or delivering to you as well but first we require a manager to approve this so Marc Stanger he's going to come in here and say okay I approve then after ma we get Fred and Jared these are the service owners and the system smart enough not to send Jared five different approval tasks it wraps them all up into one and shows all the business services that will be impacted for him so Fred's going to say hey I approve this looks good to me and Jared he's going to do likewise and Marc this is approved now the comprehensive change there's one final approval that's your change manager or a member of the cab and you can go ahead and approve this as well and notice this is this is now approved and one thing I didn't show you is you can also view the calendar you can do certain things it prove them I do this as well to determine how does this line up against other changes organs blackout or maintenance windows that are that are defined in your system but in this case the change is been approved and we're ready to start work when the time comes to begin work you can simply hit the start work button and we populates this actual start date here and you can modify that if you started work before you actually hit the button let's say do your work and fine you're going to say okay I've completed my work your change closes out and you're able to state was a change successful was incomplete I back it out was it canceled or whatever right you can say your sub state at that point but at this point your change is closed now notice we marched right over this post to implementation review if this was an emergency change what would happen is it would next going implementation review for the cab to review why an emergency change was needed in the first place and in essence determined how they can keep that from happening in the future you don't want a lot of emergency changes going into your environment all right a couple of those small things is is if your change had tasks if you wanted to do several tasks as part of the change you could create some tasks as well and all that would go into items you need to do before before you were able to complete your change there's a lot more I could go into change management as you can see it's it's thorough it's well thought out and has a as a workflow that most of our customers use now some customers will modify the approvals slightly but more or less we we run with this change process alright next I'm going to discuss service catalog the service catalog if you remember is a way for people to request something that they may need and there's different catalogs different topics more or less where you'd say this is technical or this is from HR or this is service or whatever and then of course items underneath there you can create new items by going to maintain items and in this case we can create whatever item we want to I'm going to open up order business cards just to start from somewhere now where people often struggle is with catalog items there they're really nice because they're flexible you can have whatever fields you want on that form it's not like a table where you're working from the same set you have something called variables where you can say what are the questions I want to ask the user who's about to order something and they can all have their custom workflow so if you're doing password reset and wanted to automate that it may contact Active Directory and do something or if you wanted to do onboarding you may have many different steps to go through to complete an onboarding request and because of that Service Catalog is where I see some people getting bogged down a little bit because they know some items they want to have but it just takes time to create workflow and get approval from everybody that that's the exact workflow and so a mistake I see is people going live wanting to implement service catalog having one item remember we want to teach people to request things from the catalog that things will be there and so what we've done is we've made it very very easy to create a basic request item so simply give it a name and description we default it to the workflow for these for these basic items and of course you can that's where you want that to appear in which catalog and category but this fulfillment detail tab is something that we've added that works with this workflow that we've defaulted for you so if you want to create simple request items my recommendation is populate your request items and then over time if you want to create a custom workflow or if you want to automate it more or do whatever handle that over time right improve it over time what we want to keep from happening is for people to create incidents because it wasn't request available and so again what we do here is let's say we're doing order business cards do we want their manager to approve this request yes or no what group is going to fulfill this task and what tasks should we give them so if someone were to order business cards with this scenario their manager would approve it and someone in the service desk would get a task saying make business cards as required and this be the description of the task when that task is completed then the request closes out again what you would expect from a request and so let's see how something like this works we have quantity we ask for and then requested for in comments so let's take a look at it let's go to our global search let's say order business arts so I see who it's requested for what's the quantity and some notes and I can submit it alright so I can view the status of the ticket here and the end-user notices it's waiting for my manager approval right now once these approves then it'll be in the deployment stage that means in essence the Service Desk has a task to complete and once that task is complete they'll be marked as completed my request will be closed so the hope is you define some very common requests you have in your organization and create a number of these catalog items that literally take five minutes to create each it been most all right the hard part is defining what catalog items you want to be in there and this will give you a leg up on having something more rich of an experience for an end user right when you go live and again in the future you can automate that as you wish a couple more things I do want to show here at the very end is the day in the life of someone working the Service Desk um because this is a cohesive system I can look at my work nothing's assigned to me but let me get rid of me filter here and I can look at all the tasks that are assigned to let's pretend me let's match on both pretend like I'm bow for a moment but I can see all the tasks that are assigned to me whether it's a catalogue tasks or or ami tasks the incident problem change or or anything and I can sort by priority in this case I have a critical and a high task I need to do or I could look at my groups work and oftentimes what happens if you go to my group's work and you pick something that has not yet been assigned assign it to yourself and you can work at it from that that perspective but what we often see is remember we're basing things off SLA is a lot so if you always work from what's the highest priority they're just MP force mp5s that may never get done and remember they have that sleaze against them as well and so you could also look at my work from an SLA perspective and you can sort based on which SLA is about to breach the soonest and you can work in that direction as well so what I hope you see from this is a fully functioning system that is is it is set out for you to be able to go live and work in a cohesive way well-thought-out way that's frame worked correctly so that you can implement new modules on ServiceNow in the future and they'll work because it's built on top of the same framework that we're building on top of the ServiceNow has delivered and expects us to use alright if you have any questions on this please please let me know but again this is something that we've had a lot of success with and and quite frankly I think is better than a lot of those three to six-month implementations because the pragmatic approach and all the tasks that we complete that are consistent from customer customer thanks Jacob that was every time I see it I learned a couple more things it was it was a great demo and then like you said I I hope that the folks watching this video understand you know that smart launch is intended to really focus on that time to value and get you started not just quickly but in a way that is really foundationally superior prepping you for the platform to gain more and more value in the future as we wrap up here for anyone watching you know possible next steps certainly we're prepared to meet and talk with you about all the deliverables exactly deep dive around you know what are the the requirements or deliverables are included in smart launch if necessary we're happy to provide a demo perhaps focusing in a different area that would make sense to your organization in any case I'd encourage you to reach out to us through let's talk at cross views calm and we'll quickly have somebody connect and get your routed to either myself or want somebody on my team or Jacob and somebody on his team and with that I'd like to thank you for your time in viewing this video have a great day [Music] [Applause] [Music] [Applause]