should just go over some of the some of the housekeeping items first so um this let's move into our Safe Harbor notice so this presentation may contain some of the forl looking statements that affect our beliefs and assumptions on our information available to us today so forward-looking statements involve known and unknown risks so the other factors may also actual results differ may be materially different from from the one that implied in this forward looking statement so having said that so I want to move into the next slide so the today's session is part of the live on service now a curated webinar series that we run and we connect you with service now experts we will share our expertise on how to best use a service now Technologies and its capabilities to achieve value faster so when um we also hope um you guys join to our other webinars so there's a QR code the screen and you'll receive a link in the chat as well please click the link and look out for next sessions and register and keep it saved in your calendar so uh before we start I want to share a few quick notes so uh first of all we would like to encourage you to ask questions uh we'll be we'll try our best to Res time time at the end of the session and also we will do our best to answer those questions during the session and please use the Q&A option in the zoom to ask your questions and this session of course will be recorded and it will be available in service now Community afterwards and also we would love to see your continual engagement so feel free to H to uh impact product Hub on the community and where you can engage with our experts and ask questions and see our latest inovations there and lastly you will receive a a survey after the session please uh we' love to hear your thoughts I please share your feedback okay let's move on so introducing our speakers today my name is mangula Mula katna I'm based out of Melbourne I'm the lead for impact goto market for service now APAC so I've been with service now nearly three years now so we know harar joining me from Melbourne as well he's one of our senior platform Architects from our impact delivery team so we know we'll share his experience and EXP is on why a healthy platform matters and how impact can help you to maintain Peak Performance of your platform and we have we have Matt Hong joining us from bayas California USA he's our senior outbound product manager from the impact product business unit so Matt will be uh Matt will be running a demo today at the latest stages of the presentation he will showcase how impact can help you to optimize a platform using the actual digital tool okay now um there's a poll question that you will get and I would like to to um jump in and uh yeah so uh submit your answers so how do you track your value your currently receiving of some service now platform you can see some of the answers coming in we'll give another 15 20 minutes for you pu it in great we have some mixed answers here yeah so we'll see some um it's coming in still coming in y great y yeah close to 50% would say that formal metrics and dashboards interesting and some of of course using the gut feeling and manual reports yes not surpris there and of course uh there's no mechanism to track about 20% um that 40% is about formal metrics which is good okay good indicator for us to set the set the scene and start start this session today thanks okay so now service now impact some of you guys heard heard about impact some of you new to service now impact so service now impact is a value acceleration solution and designed to maximize your service now investment and of course it's built on our now platform the same platform that all of our products being built and it's uh combined with predictive software and also human capabilities and tools and resources so impact also offers you with pretty much more on personalized insights and Ai and hum driven recommendation also help you to track the value and also the measure the value and also provide industry benchmarking some of you are familiar with indust benchmarking that will be available that's available part of impact and with impact we create a new category of software called value acceleration the reason being as industry you you have seen these reports and Analysis and all the data sets out there uh most of the customers in the SAS Investments that they make but third of them are failed to deliver the ROI so there huge gap there because customers are investing heavily but the value is not returning so that is why we created this value acceleration category so we want to ensure that your business priorities your operational outcomes are well defined and aligned to expected value in return that you're expecting so impact provides you with value reports and help you tracking your value and during throughout your service now Journey so the other core elements that impact brings are like the integrated training or the on demand training and accelerators we'll talk about it and the instance Observer which is observability tool to monitor your platform health so uh let's jump into the next slide you know that's pretty much highlight about impact and a very high level now I need to show show you the four primary pillars around impact so we have four primary pillars there first one is value management of course and product adoption side of it and platform health and expertise on demand today we going to focus on how impact can help to maintain a healthy platform and so before we dive in I want to give you give you quite a bit of bit of information about what this each category means to you so the because impact's main purpose all about value helping you to realize value faster we put value at the Forefront and to ensure that we work together to identify your business objectives are your op personal priorities are and apply them into tangible business metrics uh to measure them so that's the value management part of it with value management capabilities we bring value blueprint business value dashboards and you'll be able to Define your vision of service now and you'll be able to easily track the business value generated from service now investment and it will also help you to articulate the value of your investment and how you are tracking those to your senior Executives so basically platform health and each and every Co components that from the products that you're using how much value that you're deriving over time it's not a onetime exercise in an ongoing exercise you will be able to measure and report that and the product adoption features we want you to have full visibility into your adoption strategy or full visibility into service now product adoption features like capability map adoption road map and AI power recommendation this will help you to fully leverage your service now entitlements your licenses capabilities that you have to adopt the product faster for example product adoption road map helps you to align your resources or your partners or service now expert Services while working with building a project and and align those Resources with your desired business outcomes and drive Innovations faster to accelerate your results and with the subscription manag you'll have you'll be able to visualize your entire organization usage of licenses and service and products and the next category is platform Health that's where we focusing today so by keeping your platform running in the Peak Performance you'll be able to deliver better service to your employees improve your end use experience so with platform health and support capabilities you will get full access to R of the health of your platform and recommended actions and also to how to optimize your platform over time so we will dive deep into that of course we know we'll talk about this and we'll bring tools like instance Observer I have a slide later on that this is a uh tool sits outside of service now platform U that sits in our our SAS Cloud that more continuously monitor monitor your instances and also the lastly expert is on demand that's where we bring the human capability so you'll get help uh when you need it actually from our impact sad impact sod comprises with success architect platform Architects and success support account managers and customer success manager you will have access to those resources and also you'll have more resources behind this accelerator catalog the predefined engagements that we have buil on accelerators don't worry I'll talk about accelerators also you will also be able to increase your own bench strength basically one of the gaps is your uh ongoing Innovations and new capabilities coming in but you don't have the right level of bench or the skills so on demand training that we offer you'll have access to unlimited access to service on demand training with the uh training capabilities so that's pretty much the impact over that I want to cover how what is impact and in the Deep dive into that now this slide is quite interesting one last year December so uh December time we got this report about January time frame impact was launched nearly two and a half years ago and this product being with service now for two and a half years but we have seen that it's it's the it's the fastest growing product or service our business for some time and up to now and we have seen becoming clear for our customers they're deriving value faster and they're getting getting lot of companies getting more productivity improvements and also both inducers and Service Solutions that they're deploying faster and getting value you don't have to listen to us actually listen to service now but Forester Consulting has reached out to service now impact customers who has been using impact product for some time and they were able to quantify these findings and and some of you know about Tei reports tii study this is this is a methodology that Forester being used for last 20 years across the tech across technology consumers so they follow business via justification analysis to help organizations to understand Financial impact of any particular technology so they have di reports for almost every category so they they've done this study and and uh so what they did was they decided to examine the potential benefits that organization that you can realize from service time impact so here is what they did how we did how how they did that so they conducted detailed interviews with service now customers across the US Asia Pacific in our region where we are in and also Europe and customers who are using impact and then the customers are ranging from organizations where employees with 4,000 to about 500,000 large of the largest organizations and these companies ranges from 2 billion an loar to about six billion so largest of the largest customers also included from the medium to large size customers as well so they looked at customers from industries from Healthcare government Banking and more Professional Services side so here's what they found so customers with impact were able to deploy service applications faster 21% faster than the customers without impact which means those customers and users can start using the technology faster or sooner then the next finding is 24% more value from existing platform so in other words customers were able to extract more value from service number applications that they have already deployed because impact can help them to use more of their capability and increase the adoption that's what impact is buil for also they looked at the inducer productive that's something very important was so with impact people in your organization who use service now in their workflows will be able to be more productive because productivity gain is about 11.7% higher because they get more and more faster access to productivity boosting service now capabilities because impact helps to unlock those capabilities from your capab from your Serv is now platform so these statistics provide huge amount of improvements and then lastly they looked at operational St productivity so 12.2% is higher that they said that means impact also makes the operations team to manage and maintain the service platform more more more more efficient and because of more efficiency gains those teams will be able to redeploy into other areas high value areas so the productivity goes higher so these measurements are the clear clear measurements to Showcase that how impact has helped organization to drive value faster so uh let's jump into the next one so I talked about accelerators uh earlier so accelerators means these are fixed scope engagements that we defined that help our customers to drive service of adoption right so accelerators categories have fall into three main categories so architecture strategy and Technical so architecture Accel is pretty much designed to unlock your value from the from your investment from the from your platform and strategy accelerators pretty much help you to building your organizational governance Frameworks and leading best practices to drive your best performance of the organization and lastly the technical accelerators so the these are these are specifically designed to accelerate the product adoption there are jump start accelerators and there are tuneup accelerators I will explain to you in the next slide so depending on the package that you purchase you have you're entitled all of these accelerators for example guided customers impact package can have access to 35 accelerators and all other customers have access to about 74 accelerators Today part of the zanu release the latest release that we released so as you can see there are number of accelerators that available to you and impact is a evolving product um we have number of platform release coming out now you saw Zan came in and after Washington then we'll have Yokohama in January coming out but impact releases comes quite faster than platform releases we release new accelerators every quarter so so you'll get benefit out of latest and the greatest technologies that you adopt or in new capabilities that matters most to your environment so as you can see there are lots of accelerators that you can concurrently use depend from different buckets different categories or subsets depend on the package that you have so um if you look at the technical accelerators most the common accelerators you will see jump starts category of jump start jump start as for are recommended when you when you're entitled for certain capability or product we have not still used it or implemented it we will help you to get it up to speed first and the tuneup is an accelerator where you have an capability already implemented but there are of course known unknowns and unknown unknowns you don't know whether it's performing or delivering the value for you and that is that is where the tuneups coming help you to optimize those products or the capabilities that you have and also one of the commonly used accelerator is um service now Center of Excellence design and Innovation one that will provide customers to build a leading practices content from from our service our expertise how to get the best out of the governance framework so that's available to use as well so uh this is the exploor catalog and this available as part of the service now impact product now I'm going to hand over to venod so he will go through the platform Health side of it from this point onwards then feel free to submit your questions in the Q&A box we'll happy to respond to your questions thanks manula thank you thanks everyone for joining this weinar um I'm VOD hariharan I'm an impire platform architect uh one of my key role is to ensure that the customers are working on keeping their platform healthy right but before we Deep dive into the platform Health let's understand why it's important to have a healthy platform um let's understand this through a story which all of us can relate to um pertaining to General Health and well-being all right so this is a short story um um about a hypothetical person Fred um he is an IT employee he leads a sedentary lifestyle he's a chain smoker he prefers eating junk food he eats at odd times he doesn't engage in any sort of physical activities he doesn't love to play any sports or do workouts he likes to sit and binge watch Netflix serieses um and he doesn't go for any heal checkups so all in all he ignored his personal health alog together um what do you think would have happened to him yeah at the end of the day he actually suffers from a heart disease and ends up in the hospital um so in the hospital the doctor does the hell checkups and scans and tests um she also ask Fred about his lifestyle um and then on understanding the test results um she actually provides some long-term medications for his illness um she also recommends Fred Fred to change his lifestyle and become more active by this time actually Fred's pretty scared he's like he's never been into a hospital before and he hasn't gone through these many scans because he doesn't go for any Heil checkups at all so he he's happy to make those life lifestyle changes um so what he does he he then comes up with with an active lifestyle he quits smoking he eats a balanced diet he eats them in a timely manner he goes to JY 4 days a week plays soccer on weekends and all in all he does a good regular Health checkups to identify early warning signs of any new illnesses and he also continuously works on leading a healthy lifestyle so in due course of time what happens well his test results show positive results shows Improvement um his doctors actually stop his medication and advis his Fred to continue his new lifestyle but by now it's actually being embedded into his daily routine so he's able to follow his new lifestyle so what do we learn from this story I think two important things that we learn from this story is uh living a healthy lifestyle can prevent The Chronic Health diseases uh which is what the wh says as well so a healthy lifestyle can protect you against certain type of diseases cardiovascular diseases um but also very important is that uh leading a healthy lifestyle actually um takes an ongoing effort so you need to keep on um making efforts to lead a healthy lifestyle Well Service now platform is no different so our service now so a healthy the service now platform can help us in ensuring Optimal Performance of the platform which actually directly impacts the end user experience so no one likes performance decreation in the platform right so um end users would want a platform which is performing really well um it also ensures smoother and faster upgrades so we we all are aware of the service now upgrade policy so we have to be current or n minus one to access now support um therefore we all should strive to make our upgrades quicker and smoother as uh we um service now releases um a new version every 6 months so we need to ensure that we are having a smoother and faster upgrade uh healthy platform actually ensures that that happens um a healthy platform also helps in minimizing maintenance cost as a platform operations team will have less incidents to fix uh related to the platform if all the implementation best practices are being followed um it also ensures any new security vulnerabilities are identified early in the life cycle and remediated before it becomes an actual Threat all in all a healthy service now platform ensures scalability as new features can be easily um adopted so how do we measure a platform Health now now if I go back to a health analogy we measure personal health based on body mass index body fat percentage cholesterol blood sugar levels Etc the service now platform health is measured based on these factors manageability which is ease with which the platform operations can maintain the platform less incidents assigned to the platform support teams basically performance indicates performance of the page loads database queries or any transaction that happens within the platform security the the aspect of the platform to be protected from vulnerabilities or security threats upgradability which is the ease with which the platform can be upgraded easily and user experience which is ease of use of the platform for both fulfillers and users without getting confused and with minimal training they are able to utilize the platform features so let's let's understand the importance of the platform Health with these two sample use cases right so the first use case is we have a system admin Emily um she's part of company X so the company X's platform is facing a performance issue which is impacting several business users there are new able to do their day-to-day work and internal instant has been raised for it Emily does her initial triage but she also raises a support case in now support uh the case is assigned and the support team actually starts doing the triage and after hours of triage they actually realize there is a misconfiguration in the instance which is triggering a recursive Loop um when when there are some specific activities that the end users are performing with the instance it's actually triggering that recursive Loop fixing this misconfiguration actually fix the performance issue um all good the incident has been resolved but the management is now asking well what can be done to avoid these M configurations we don't need to we don't want these to happen in the future right all right let's look at the other scenario as well so Mark who is a system admin of um y so the company wise platform uh must be upgraded to be compliant with the N minus1 policy so Mark actually upgrades his sandpit instance and finds thousands of upgrade skipped items um he and his team actually uh does not know which of these needs to be ignored or accepted or moved back to the outof thebox functionality and which of these would actually break their existing functionality that they already have so this team actually spends a lot of time analyzing these customizations reverting them performing regression testing which then pushes the upgrade cycle to five months and by then service now is about to release another new version right because every six months we have a new version released so the Management's like how can we reduce the time to upgrade we this is a lot of time we are spending because when we have the upgrades we have a change phrase when we can't actually release new features so that's that's a bit concerning for for the management as well all right at this point in time I would like to quote Mr Jeffrey Moore who is one of the American Authors he's a Management Consultant specialist as well which is without appropriate data you're blind and deaf and in the middle of a freeway so what happens if you're blind and deaf and in the middle of the freeway yeah you you you're likely to be hit by a moving vehicle right so if you go back to a previous example what was the Management's ask they actually wanted some data to find out those misconfigurations and customizations in the instance right so that they can look at optimizing the performance or speed up the upgrades um by deploying the right resources to remediate them right and this is where impact can help help right so the impact provides that data by integrating with another tool called H scan so H scan is an automated scanning tool developed by service now um it contains a series of best practices as a library of definitions let me provide you with another analogy which is related to testing I think most of us would be able to relate to testing so um within automated test we have a concept of test cases right so we develop test cases which contains a series of test steps executed and we expect a result out of it if the expected result is not according to the actual result which was expected uh or is not the actual result then we raise a defect isn't it similarly um heal scan as a set of test cases or implementation best practices which are called definitions so these definitions can be compared to test cases in the automated test um these definitions are then uh run against the instance um and um and then once they are runs against the instance they spit out these customizations and unfit configurations in the form of findings now these findings can be compared to TX in the testing World um and the findings actually aligned to the technical debt in the platform so technical debt happens when teams put in um Speedy Del delivery ahead of quality for example you know developers might hard code um instead of using the system properties for example right so those are some of the technical debts which which uh the health scan tool can find out now it goes further um the Health Scan also provides insights by categorizing these findings into those five different categories which we spoke about earlier the manageability performance security user experience upgradability and it also helps to prioritize these findings so in terms of act recommend and discuss which you would be able to um have a look at in the in the demo which which Matt's going to show in the future um so the scan definitions which are held in the heal scan is also continually improved because we as service now we release new products as in um after every upgrades and we need to keep up to those leading practices as well so it's it's all being worked upon within the Health Scan team uh internally and but this is actually displayed as part of the impact so we we as impact integrate with this health scan tool so how does impact show this platform health so it provides a health assessment dashboard with those Health scores um so impact actually runs these um Health Scan automatically every month and provides you with an overview of the platform health and actionable recommendations to improve it we also provide access to a detail scan via Health assessment accelerator so this is run on demand this is not automated but this actually provides you with a more detailed view of the technical debts in the platform and categorized based on the ACT recommend and discuss um and uh this also provides you some of the key recommendations the documentations related to those key recommend ations as well uh on how to remediate these findings and where exactly can you find these findings in the instance it actually provides you as accurate to the line numbers where these uh pieces of code exist for example in terms of customization um or the misconfigurations as well um one of the questions from the leadership is always how do we compare our platform Health to our peers well impact helps answer this question as well using the peer and Industry Benchmark graph so the compareed to peer graph shows the overall platform Health score um of the customer instance compared to its industry peers uh we also allow to choose the peers based on industry domains size age of customers number of products and monthly transactions um you'll likely see this in the demo as well in a short time um it also provides a benchmark graph where in it shows the platform maturity over time in comparison with the growth of the similar sized companies now maintaining the platform health is a continuous cycle going back to our health analogy we do lots of stuff on an ongoing basis to maintain our health isn't it like workouts exercises eating balanced diet yoga Etc similarly maintaining health of a platform is an ongoing journey and impact actually helps in driving this platform Health cycle so as Melo was mentioning before we have accelerators which are short sharp engagement with defined outcomes we actually help you to drive the whole platform Health cycle uh using these accelerators as well so the first thing that we do is set up the goal so setting up a goal to drive towards a healthy platform the goals can be as simple as um we need to ensure that our platform Health score is 90% in all the categories in by the next three months right so we as the impact Squad would help you define those goals measurable goals to be uh precise uh so that it can be measured um and then we'll also help you to set up those cloning practices clone down practices from your production back to um your sub production instances so that we are scanning the same instance and and at the uh at the end of the day um and then we help uh running those Health scans whether it's automated or on demand Health scans to diagnose those misconfigurations and customizations and help you define a remediation plan based on your goals uh the other part of this is also Education and Training which is probably the most important we need your teams to be upskilled in all the implementation best practices and therefore as part of the report we also provide you recommendations related documentations and we also have access to the experts if need be where we have some specific technical questions which needs to be answered and all this is part of the impact um impact package uh we as uh impact also help you set up governance model to continually improve the platform Health um and and also help you set up the G Trails policies to ensure that you you're not going stray and you're making the right decisions which which are uh for the for the which are considering the health of the platform and finally uh we help you measure the continual Improvement on the platform Health by uh showing the comparing with the peers and Al running automat automatically running the Health Scan scorecard uh at the end of every month so we we ensure that we continue uh all in all we actually ensure that we would help you fix your health we get better and we help you stay fit um on the on your overall platform Heth yeah so we've spoken on how impact drives the platform Health cycle now let's let's understand how can we assist in monitoring performance of the instance and notify you when specific thresholds are crossed over to you Mula to speak about the instance Observer brilliant thank you very much I like you I love your health and energy so uh so Fred must constantly monitor his health now right he's done all this great work so he build his health healthy habits and he's eating well he's getting his exercises and go to go to the doctor for regular checkups so he's doing this well now how about having 247 visibility 247 visibility into your health data so measurements like for example metrics like uh whether your blood sugar level has gone up or down whether your blood pressure is fluctuat or even when your cholesterols goes up can you how about having that visibility in your fingertips in 247 I don't think even Apple watch can do that all that right can check blood pressure and all that so so when it comes to service now platform Health monitoring you certainly can do that with instance Observer so instance Observer is an obser observability tool is an off instance product when I say off instant it does not sit within your instance and it's only available for service now impact customers so this is a product developed by service now um developers and we use that instance Observer tool today to monitor our customers environment for example we use that to monitor your environment and now then we productize that and offer you the capabilities for you to monitor your environment using using instance Observer so it can help to identify your transactions or the jobs that might be causing impact on instance performances and user transaction that show certain user Behavior Trends and also it can help you to set up the alerting that you need so you can have configure there's option to configure your alerts on the metric certain metrics and certain behavioral changes and you can configure instant specific allets and also configure notification to you and also it can go into deep data level analysis see the database growth which users are impacting and do a proactive data analysis on key tables as well and also you can monitor your platform's U um availability status ups and down so any number of instances you have in your environment it could be production uh instances or preprod test or many instances through impact with the instance Observer you will be able to monitor those instances and it's available for 247 you can go into that and and of course so this this this the all the historical insights that's available for for you to leverage and compare how how the trends are moving so most of our customers use instance Observer and to leverage and be aead of the platform he to make sure that they have Peak Performance and you'll be wondering oh now how do I install this one yes your your impact Squad will help you to set it up and help you to give you all the guidance required that you to understand the different metrics and uh understand the uh instance specific alerts and some of the use cases there are about 90 different performance metrics available there are about 8 to 10 that we constantly using so you'll be in better off setting this up with impacts impact team and you'll be able to better configure your alerts based based on your requirements this is one of the best way to for you to have a constant visibility into your platform now with the platform Health capability we know talk about Lots about Health Scan now I talked about inance Observer one of the other key capabilities I want to talk to you today about developer support I mean this is really important some of you guys heard about it because it's a key offering within impact so many customers like you have custom code configuration within your service now deployment right and sometimes you use these customizations break and our Advanced and total customers are entitled for developer support so also guided customers can uh can be ENT can request the entitlement for developer support through manage support at all so feel free to reach out or raise your question in the Q&A after this session see how you can leverage develop developer support through impact so this provides more customization this provides customization to for you to help troubleshoot and debug issues with your existing customization in a kind of a break fix manner right so we'll be providing a subject matter expert to help you to troubleshoot your customization and you can submit your code for us to riew and provide feedback but there's some limitation you can submit up to 200 lines of code but you can submit any amount of time there's no limit for that but this request will be handled in the priority three basis in the same as other support requests and uh we will we will other limitations you might need to know is like we de debugging third party applications and also security monties and that's that's kind of out of scope so uh and other than that most of the customers really liate this one to get their production uh um quickly quickly out and make sure that your your productivity remains high and also your application perform at the peak level in addition to your platform developer support is a key asset that you could leverage service now expertise on your customizations and break fixtures so the lastly before getting the demo the next exciting item is Matt's going to run a demo on now impact platform um so feel free to submit your questions again in the Q&A so we should be be able to answer so this this one's technical support everybody has technical support as part of the service entit so if you don't have impact your your target response time would be probably 60 Minutes for priority once and you may not have access phone access to service now if you don't have impact and your priority to incidents uh is not TW treated as 247 can cannot be supported in 24/7 but when you purchase impact package depending on the package entitlement your target response time for your escalations technical support escalations will be reduced PRI p1s will be reduced to 15 minutes and p2s will be reduced to 60 minutes and you'll have 247 support you'll have a support account manager assigned to your account will be responsible for helping you driving and you having having a weekly monthly Cadence on your support cases and you have full visibility through your support cases and you can do the uh case reviews and go through go through these incidents with your support manager there are there are a lot of capabilities comes to the enhanced technical support as part of impact product so we talked about overall about impact capabilities and within that we picked up platform performance we know gave really good example he went through the Health Scan then I briefly touch upon on instense observability that's the tool that most of the customers today really rage today we want you to get experience out of that as well and also talked about developer support and this a technical support as also available part of that now I'll hand out to Matt over to you Matt take the screen away and show us uh about impact product and how we can improve the platform performance cheers of course yes well thank you so much manula and vote for walking us through that hey everyone I'm Matt Hong on the product management team uh here at service now impact and it's great to speak with you all today and as folks have mentioned earlier typical debt really hurts our clients time to Value prevents them from delivering Innovation and realizing value from their investment and service now so what we're going to walk through here today over the next 10 or so minutes is what service now impact looks like from the perspective of Emily who is a platform owner at a fictitious company called Cabrio Corporation Emily is about to prepare her instance for an upgrade to zanadoo but before making that upgrade she wants to check and see how her platform health is performing she can access right here in the impact portal with impact Emily can easily understand her platform Health on her own first this autogenerated report provides detailed insights and recommended next best actions ultimately helping Emily reduce technical debt at the top here Emily reviews Health assessment findings that are broken up by those five key categories that Veno mentioned earlier for manageability performance security upgradeability and user experience if Emily's unsure about what some of these categories mean no problem she can quickly hover over these info icons read up on what findings fall under these specific categories the Topline numbers that we see here 3 349 so on and so forth these represent findings which we Define as areas of improvement or anomalies that require her attention these findings are then broken into three categories based on urgency from act are the most urgent to recommending and discussed when she clicks into one of these sections so for example discussing in total the associated findings related to that will pop up which Emily can sip through and address on every finding she can see a quick short description on what it is the associated Health Scan definition that it is checking against details specifically on that finding how often it occurs details about the category the rating the specific product that this finding is ATT tied to and really giving her a true 360 view into her platform Health findings but that's not all on the very right here andem we can also view the next the best action to remediate this finding when she Clicks in she'll immediately get linked to a knowledge article on the best practice and resolution for it thus helping her link that Insight directly into action going back into impact and to go even more granular Emily can view her findings broken up by specific products so for example if she knows that her team has recently implemented some new API integration tools for example she doesn't have to be surprised when she sees almost 60 findings specifically in performance here if she Clicks in directly she'll get a filtered list of all those findings related directly in that category as well as for that product next Emily can also review her report by hellcore to receive a top level grade by percentage across those five key categories overall looks like her scores are doing well and are overall trending up which is a good sign but scrolling down from here she can review key takeaways and highlights observation that she's been able to see from this H scan areas that she can focus on to improve her scores as well as any personal notes that are shared directly from her Squad as she Scrolls down even more Emily reviews how well her scores Trend over time broken up again by those categories and as V mentioned earlier she can also compare her platform Health scores with her peers she has a few way oops she has a few way she can compare to peers by similar size age of the customer industry number of products and more looks like she is right in the average of all of her instances from this graph this Baseline helps Emily and the leaders in her company to understand how they are performing in comparison to their peers so things are looking good overall with her platform Health it's time for Emily to push for the Zan release so she works with her team to release it across all the instances that they manage so we're going to fast forward a little bit in time and now that zanado is live Emily wants to monitor her platform Health in real time and that's where instance Observer comes in instance Observer is a tool that organizations around the world leverage to track the health of their service now instance and act when issues arise it provides tools and dashboards to support platform Health at all stages from triaging issues as they are happening in real time to reviewing historical insights and even providing proactive alerts to prevent future issues so let's quickly see how the triage model module that we see here provides on demand instance visibility into critical data sets helping Emily identify the root cause of issues this module allows the team to leverage when a problem is actively present within an instance in a matter of sections as we just ran that ran that Emily can visualize instance Telemetry such as current running transactions and jobs in addition down below she can also take a look into serlet performance schedulers semi for sets as well as recently deployed update sets as you can see there may be a few concerns within the instance across these multiple data sets and as she looks at the jobs right here she notices that some of them been taking more than 30 minutes to complete when she clicks on view details she can learn more and here the team can quickly understand what jobs are impacting performance organized by the H here this allows for quick identification off instance so Emily knows exactly what actions to take now going back to triage inance Observer also provides a significant amount of instance Telemetry providing near realtime visibility and historical insights the reporting module here brings this Telemetry together in a dashboard likee experience that empowers users to visualize the tele r that matters most of them quickly so here she can review historical insights currently we provide four different types of reports quickly take a look at the daily performance one this report is an excellent start in understanding the current performance of the instance and how that compares to the previous 30 days upon loading up this report here Emily can quickly see node availability along with the standby lag response time and database response time anomalies over the last 24 hours as well as the last 30 days to get that comparison as the report continues down below metrics associated with slow transactions slow queries long running jobs are Prof are provided as well as well as being compared to the last 30-day running average then she can actually see the top 10 that are associated for each one of these categories for an even more granular view additionally users can also see these individual table metrics over time within their instance and if we scroll all the way down below right here Emily can also link directly to her open cases with now support link directly to them to get that link together so reporting is a great way that we can use instance Observer for this great tool for Emily and her team to visualize performance Telemetry quickly now performance here is the place to go deeper into the data to understand what occurred Direct within the instance here as I opened up this this drop down see all of the Telemetry families that are currently available within instance server so let's go ahead and click into transactions this first one right here here what we can do is we can create a snapshot about this specific specific um specific telary family excuse me following the daily performance metrics report we can visualize this for any time rign that we would would like to suggest here say for example the last 30 days and once we click on get snapshot we'll be able to see the key performance indicators directly tied to this telary family scrolling down below see that these kpis that are critical in understanding how this instance is performing over time can see that user transaction count right here so Emily uses this chart to understand user Trends within the platform this information can help her make datadriven decisions when planning deployments and upgrades overall it looks like the instance is performing pretty well over the last few days however she does notices notice that there are a few spikes few anomalies that did occur at the very last view of the chart here she can also see a stacked response time for a server Network and browser and she sees these Spikes all over well it's actually very easy for her to zoom in into a specific one she can simply highlight and zoom in directly on specific Spike like right here and if she'd like she can view directly and understand the jobs and transactions that are running specifically at this point in time to see where that anomaly occurred so now that she has a stronger understanding of how her instance is performing she can now configure alerts to proactively monitor her instance with instance Observer Emily has many alerting channels that are available to her such as email SMS service now third party Integrations and more to alert her and her teams where they need to be alerted here she can actually set the parameters for these specific alerts so that her team can be met can be monitoring and be proactive when it comes to their instance health so going to jump back into Health assessment dashboard here just for a quick second and just to conclude this is really how service now impact and instance deserver together can help platform owners just like Emily provide visibility and actual insights into instance performance helping organizations here reduce their operational cost as well as their technical debt so impact provides a range of tools to help monitor performance in real time review those historical insights and provide proactive alerts to prevent future issues so with that I really want to thank you all for your time today and I'll pass it back to the team for the questions and answers here