we aren't seeing these colors yet thank heavens but it'll be coming soon and with me I also have Jim Jim do you want to take a second and introduce yourself since you'll be co-hosting a number of these sessions too sure okay um hi everyone um Jim rri I'm a uh outbound product manager here in service now in the IT service management bu um been with service now for just about a year um 25 years in itsm um eight years working on the service now platform um my um role is primarily around improving adoption of um service operations workspace through prescriptive guidance and working with um customers and partners um I I enjoy um motorport and um regularly get taken out in the rain with my dogs as well um and that's pretty much me perfect thanks Jim and as well we have keka with us today keka do you want to give us a brief intro sure yes thanks Janet um yes so good morning everybody my name is Kos I am a principal product manager here at uh service now my focus is on the uh inent management product uh inside of service operations workspace I also focus on interaction management as well too um I've been service now for almost four years now and a little bit of my experience I kind of come from more of the devops background so when I started here sour now is actually helping build out one of our devops products inside of that Suite uh but yeah I've had my practice being inside of devops in my in my past life as well too so you may hear a little sprinkling of life experiences that happen to come out from those things uh but deeply obviously tied into the The Incident Management processes because I had to carry a pager and I had to do all that stuff so pain and suffering is my name so i' I've been through all that stuff so definitely know what's going on there look forward to talking to you about what's going on today with this our service desk agent the Persona and hopefully if how applicable it is for you all perfect thank you okay so what to expect from want and learn what we're looking at is just to give you a brief overview in each session of a particular area and have some Q&A with you it's about getting your feedback understand where you are in the journey what works for you what you were aware of what you weren't things like that uh what we're going to ask you to do is be vocal ask what you may consider to be the dumb question ask the tough questions whatever you want tell us you love it tell us you hate it we need to use this feedback to build the best product possible for you um and as well we'll be sending out surveys both polls during the sessions and surveys at the end to kind of gauge how helpful this information was to you so thank you for the input why are we doing this a couple of things we need questions answered so what's going to help you adop adopt s so faster easier what documentation is needed that either is out there or you can't find it or isn't out there yet are we thinking about the challenges and problems that you're facing day in and day out the right way are we approaching the right Solutions are we missing Solutions right and what you stand to gain from this hopefully is the direct contact with us as product managers you've got your engineers you've got designers you got researchers we have the entire product management team supporting you we have product success folks on the line as well we also have some of our specialist sc's so there is an entire Village behind the scenes that you may not see or be directly introduced to on each call but we're all here to answer your questions okay you will get some tutorials on aspects and have some live demos and walkthrough so hopefully this will be a win-win for everyone these are the six sessions that we will be doing this quarter or well yeah I guess technically this quarter early next quarter and what we're talking about is today it's the service operations persona for service desk agent which is just a review as well as what other personas we're going to cover the next session will be focused on major Incident Management in service operations workspace which was introduced in Washington then we're going to have a session on problem Management in s so where that is today as well as where it's going to so a little bit more forward-looking in the problem management discussions and we'll have Matt Lloyd in who is the product U manager there to talk about that and then we'll have a couple of sessions on change management this first one about configuring modern change in service operations how to configure it what are the new things to do what needs to be set up and then how to adopt change models change policy IES chain approval Etc all within s so as well and last but not least we're going to have an admin Persona review which is going to talk about some of the configurations whether it's through admin Center or through uh the UI Builder um and then we will wrap up and we will send out to everyone after each session the presentation itself as well as any of the FAQs the questions and answers from all of you and we will share um what do you call it uh recordings of all of these sessions I would like to do it week by week I can't guarantee I can do that it depends how quickly we can turn around the the recording clean up and so on so worst case scenario at the end of the six sessions we will post all six to community and make them available to folks as well so if someone misses a session you will be able to access them in the future okay and with that Safe Harbor slide we will start with every single one of our sessions as we are talking about current but we will probably also be giving you insights to where we are going what is just about to release or may release in the new year so keep in mind these are forward-looking statements don't make purchasing decisions until it's been released to GA or availability so what is service operations workspace if you do not know already it is just a configurable workspace that provides a unified place for IT service management work and operations management work to be done together I.E one place to do work on incidents problems changes bring those things together do your collaborations everybody sees a similar look and feel and so on unless you customize so from the S so side of things you know this is a landing page overview just gives you an idea from an end user when they go in they're going to have a home banner and they're going to see you know hello this is who you are blah blah blah they're going to have an overview to give them their donuts which are their various dashboard widgets and so on that say what's important to them they're going to have a list view that shows relevant information about the particular doughnut that's in focus at the you're also going to see your announcements and things on the side upcoming to remind you of things that are due today or tomorrow and quick links so this is just an example of a tier one landing page Um this can be changed for various views and we'll get into that in future sessions okay then there's a record page which is one once you get away from the landing page you drill into your first incident or interaction this is where you're going to see and you'll be able to see your overview page details your related records and of course toggle between information so there's a few things you're going to hear about um this is what we call the sidebar so all of these icons on the side are what's called a sidebar and they'll talk to things between the toggling between recommended actions record information going to on call experts things like that so we'll go through this as we go into each demo and then you will have of course as well so even though you're in the S so workspace you still have a very traditional look and feel if you want if you just go to list View and you can work with your records there so before I'm I'm just go ahead and start this poll but to also kind of let you know where did this get started why did we do it and so on is service operations workspace is to bring you into the next experience right it's to move into that new UI so that we can make use of all of the new features um and functionalities it's all about making sure that we have the accessibility controls enabled and so on there's a lot of different features and functions that have been added within s so that simply aren't available within ui6 and we're just getting into the development of those things now now bear with me I'm having a hard time on my poll there we go launch so if you can just briefly let us know are you just getting started in s so are you launching not planned yet or other and you can go ahead and put that in the comment and and S so has been around for about three years now close to three years and it has changed significantly from where we started and it will continue to change based on feedback from you our users um in fact we just ended an hour and a half call with our pack or product advisory Council about what works what doesn't work what do you want to see different how do we do things so we are interested in your feedback the more you give to us the more we can make this product work the best for you and we've got about 80% of participants so I'm going to go ahead and end the poll and share the results and please forgive me I'm sorry I have a c um we are just getting started so about 55% of you on the call right now we're getting started in the journey which is perfect we want to help you learn as you go 27% are launching and in the way underway rather um and not planned yet 12% okay that's fair perfect thank you very much and with that whoops sorry I'm going to pass it over to keka for a few minutes to walk you through from a service TK agent perspective what does s so look like in a day-to-day all right thank you Janet okay so and thank you for doing the Safe Harbor because that was going to be probably the first thing I showed if you didn't so um yeah so I'm going to go ahead and share my screen here and just kind of I'll be kind of jumping around between different formats FYI so uh just for yall's edification let me go ahead so before we get going here um kind of a quick overview here of what we're talking about when we're talking about the service desk agent Persona right so this this Persona is kind of who a lot a lot in uh in our you know customer companies would label as your tier one or level one agents right these are folks that are handling you know mostly technical issues that impact their like kind of internal day-to-day customers who would be mostly more than likely employees of of a given uh company right so when you talk about anything around you know password resets or you know uh having problems with their Hardware you know access issues email issues you name it right those types of issues that I think all of us here are pretty familiar with have gone through the you know the pain and suffering there right and uh handling those requests through different channels whether it's through email or you know uh chats or even on on phone calls right so the concerns from these from uh this Persona from what we've heard is around you know needing all the relevant detail up front like right away because I need to be able to quickly discern okay what's going on with my with my customer what's their problem how quickly can I get it resolved you know and you know it's it's about efficiency over you know performance that's kind of the biggest thing is like how quickly can I get this done because the sooner I can help them and resolve them I can move on and help other customers as well too so it's kind of um the the bread and butter if you will uh one one quote that we got from customers because you'll see different experiences as we kind of go through when I kind of demo what what you'll see um some of it might be more click friendly but others involve a little bit more scroll and especially when you think about like kind of our trip more classic experience we've had right inside of what we call our ui6 experience there's a lot of scrolling there and a lot of our customers have said that they actually like that you know I'd rather I'd rather scroll than click like somehow there's a little bit more of this stressor that's there when I have to click and see other information as opposed to if you just gave it to me Allin one go and I'd rather just scroll the screen to be able to to to go and find what I need because more often than not from a formatting perspective their thought is I kind of know generally where in an incident form as an example where all the information already is so I know exactly where to go hunt for it so that's just kind of uh some meta there but any at any rate this is the Persona that is here and this is what they're trying to accomplish so now if I go into an instance here and take a look at what a s desk agent a day in the life looks like for them so when they come into Serv uh operations workspace here um they'll see this landing page that we have and um in this particular case person well this person's just our itail user role that we have here um and and we we kind kind of see very quickly hey what are some incidents that are assigned to to me that I might want to take a look at and I can basically click on this donut here take a look at um okay what are incidents that I currently assigned to me if there are any that are in uh an incident breaching situation from an SLA perspective I can go and click on that and go and Whittle down to that too and go and prioritize and see what's going on there one of the improvements we're making here it's a very tiny thing but I I know how valuable it is for folks here is right from our def default list here that we have one of the first questions that we've gotten from customers is hey uh so this is this is really great to see like for instance the instance that are signed to me I may want to pick up the one that was like updated the most recently so we're actually adding that that you know that column here by default um because you can actually go and edit the columns yourself here but from a just a you know quick quick to get started perspective we're adding that by default here coming up in our one of our forthcoming releases in November so that's something we'll be doing there so that way you can kind of sort through your lists and do that as well too so I may be going through these different uh list of dashboard widgets and figuring out okay which what is my set of instance I should be taking a look at and helping resolve like right away or if my queue is clear because just imagine if you're just super efficient in high speed maybe everything that's assigned to you is already resolved you can also quickly take a look at your team's work to see the same view but from your team's perspective to see where should you be helping out there if that's a part of your process other elements that are important here to look at when we take a look at the landing page on the announcement section here on the right side you'll see a bunch of these incidents that are there these incidents are in particular these are U major incidents uh so ones that are uh have high uh you know high visibility p1s p2s they've been promoted through our major incident process and we just introduced back in May our major Incident Management product into the service operations workspace so maybe some of you are all familiar with the major incident workbench that was there inside a classic we have now brought this in natively and service operations workspace so it it's uh it's definitely there um today uh my teammate harsh Mall will be talking to you about that in your next launch and learn session so I will not be getting that into that today but at any rate death section is there for announcements anything upcoming would be things like hey any tasks that I've got to get taken care of uh there might be a certain set number of incidents that are going to be breaching SLA that I need to go deal with so you'll have those information pieces of information there too quick links are just like you know links that you've identified along the way through you're doing your research and like that service desk agents for instance have have seen and like they want to go back and always kind of favor it or whatnot they can have that there um the section for getting started this was actually initially our kind of take of saying hey welcome to the service operations workspace you're new here let's go through uh you know a list of some of our key features here that you'll find helpful and will help you get through your your day-to-day work um however we've now introduced the idea of guided tours as well as kind of a what's new functionality that's there um so that we will slowly be kind of moving in that direction because that will kind of BR give you knowledge right up to you know up to the up to the time of release of what has come out uh as well as you know where you can also get help on a day-to-day basis and where you would find those guided tours is if you look in the upper right corner here under showel uh you will see guided tours here and you'll be able to kind of dive into those and and see see U how to leverage those here as well too you can take a tour all right um um other things so other ways that we've seen C desk agents work is um you know again especially when you're coming in and you are coming from being an existing customer right one of the things that a lot of our agents are very familiar with is the list of their incidents that they have and being able to just dive through those and before going right into an incident so if you look on the left side here you'll see this lists module and that will kind of give a little bit more of that familiarity now what we've done here though is kind of helped helped out the service test agent by saying here's the here's the lists in your persona Your Role what you're doing on a day-to-day basis that would be important to you right so not just saying here's just a whole bunch of list to go take a look at but like you know there might be a list of interactions you're working through here that you're talking through different customers and you want to go do that there is your list of incidents here specifically maybe the ones that are assigned to you are the ones that you care about uh maybe the ones that are a list of open incidents or you are going back and researching something from previous set of incidents so you want to go take a look at some of the incidents that were resolved you know and so that something that you could do so that's that's different different ways of working here so um with that said from here what we would then do is if we jump into the actual work of going into a particular incident then what we would do here is take a look at uh our view so what we kind of did here was we we kind of wanted to take have a take here of being able to kind of guide the service desk agent through the experience of working an incident right and so you have inside this overview section A couple sections here that we have where we've got the summary and this would be like collecting your key bits of data around hey what is the priority and the impact of this of this incident uh short description description you know most of those seminal things there also what is the impact you know like you know what CI is this targeting you know is this targeting a specific service or service offering offering and as you add information into there it would expand out and be able to give you that uh larger um view of like other assets and things like that that would be impacted effective if you will then once you've kind of gone through that that's when you're going through working the incident and identifying what is the cause of the incident right like have you identified what the the root cause is and are the relevant teams engaged to go to sort those things out now for most for most Sur tesk agents again doing things like password resets doing you know helping out with with hardware issues things like that they're going to be probably triaging a lot of that on their own but this is also still a very important place where um not just from a single service desk agents perspective but if they have to do a handoff to another team or an escalation up to tier two or something having these fields uh available uh very quickly and giving this information in in a kind of a more bite-sized kind of format if you will is is very important so adding the ca from that in that kind of uh format is very important and of course lastly going through the resolution right so it's just kind of providing a kind of guided experience to go and resolve an incident now what you also see here to of it's it's technically in the center here what you'll see is you'll see our activity stream section that from a classic work experience would normally be at the bottom of of your record so if you looked at an incident record in classic toward the bottom you would see your your your activity stream and your compos so we moved that here kind of in the middle here that way it's like right here and up front so that any any updates that happen you would be able to see right away in your activity stream but you'd also be able to toggle that on and off right if it becomes a little bit too noisy you could you'll see these little buttons here in the bottom you could you could always toggle It Off by just having the record view only or if you just want to see activ stream you could just focus in on that so we kind of provide ways to be able to to to see your record in different in different ways um also Janet U referenced the sidebars right and the sidebars are where you're going to see a lot of your key bits of information here right so when I take a look at this the record here I can see for instance hey what are any slas that are in in the you know H the counter is going down right now are there any that have breached do I need to deal with that right now uh any information regarding the caller specifically uh things around the color I might be interested again if this is going to be something having to do with say a hardware issue or something on their side I can go quickly take a look at their assigned assets and be able to say okay hey you know I don't need to ask them now for like their asset tag number or anything else I could have that information now if I needed that right to be able to help troubleshoot it or if I need to open up the the the record information to see their CI and dive deeper into it I am able to do that now directly from that sidebar so that's uh you know one set of information that's there from the caller perspective other thing things that you would be able to find out from the caller's perspective is you know is this something that they've called about before or they' chatted about before like maybe they had an issue they it seemed like it was resolved maybe several hours ago but it came back so I want to go back and I want to take a look at hey were there any past uh interactions that occurred with other you know um service desk agents that I might need to take a look into maybe this is something more systemic that's going on or even recent incidents that have occurred uh that this this caller has has been tied into um so and then lastly you know you got who obviously who's assigned to in this case this particular instance assigned to be angland uh any additional collaborators that would pop up you would be able to see them as well too additional collaborators are folks that have added notes into the work uh into the activity stream here uh are owners of any incident tasks if there were if this was an incident that was big enough that warranted incident tasks to be created you would also have them as collaborators as well too uh in our example here we don't really have that so yeah I'm going to take a break here uh do Janet do I need to like give a break for any questions or anything like that or is that being addressed in chat or no that'll be in chat primarily but that's that's fine if we want to open up and see if anybody does have a question I'm absolutely good for that yeah why don't I just go go ahead and do that for a second just also because it'll give folks a chance to process what you're seeing I know I kind of like spat out a lot of information in one go so I I want to maybe take a breath here and see like hey does this all make sense so far is it all kind of um yeah is there is it all making sense let me just see if there's any questions here yeah and just to clarify the turning on and off of The Columns and things that you're showing on the bottom now that is available in current instance or future that uh oh these options here for the split view and all that stuff that is that's available right now yeah that's that's there right now so you're able to kind of yeah change your view and and yeah get what works for you there yeah because uh a lot of end users may not be aware of that yet and quite honestly it's something I constantly forget of myself can you talk oh yeah yeah for sure yeah because it's so small it's right down here like yeah it's even at times I I'll I'll I'll get hung up on it as well too oh and by the way you can also resize it as well too if that wasn't um in parent apparent there you can resize that as well as resize the this the sidebar as well here too um there is one question here I'm not quite sure what you're trying to ask Deborah but can you talk about cause so are you talking about finding root cause is that what you're asking what that's for it's just a new attribute I haven't seen before especially in the the incident screen rot C RCA would be something more in problem right and and I think that is just for what has been investigated or already known especially when things come in from event you will be able to see something potentially come in from cause there and so on so it it's just slowly but surely closing that gap between incident and problem so that when an incident can be resolved because we actually know the cause let's capture it right yeah corre that's right Janet yeah so this is this is the prob probable cause field that we have here so it's not directly tied into problems so to speak speak uh and you would have associations that you would do there Deborah um from that from that aspect where you could um tie into a problem record and actually that brings a really good point so uh for folks that are using S so for the first time but they're used coming from that classic view you would be able to kind of take a look at this details tab that you would see here and this should be the uh close to what you were used to seeing from the form perspective and so you basically this is this is again like kind of the the overall like hey I'm trying to get used to the whole uh experience in s so but I'm used to seeing this view inside of my classic world and so inside a classic you would have se you know your sections around related records where if you do have like for instance if you're tied up to a parent incident you would be able to log that here if there was a change request that had caused this incident you'd be able to fill that information here the change request that's used to fix this incident could be also tracked here as well as the problem record and also below that you would have your probable cause which is again is incident field it could be leveraged in the future by problem as well too we do have discussions underway around how we link those things together now that we've brought in problem management into service operations workspace which happened uh with this last with this August release store release that's happened so um we are having discussions around that as well too because we understand how tightly the coupling there can be between incident and problem and so that's something that we are we're working to do as well too and I think you'll get to this probably next but one of the other questions is where is the link to knowledge uh yes so uh in terms of knowledge so to Showcase this I'm going to jump into a different instance here so um uh I do have an instance here where I've got an incident record that's up here and where you kind of Leverage knowledge here inside of service operations workspace there was two places so uh the first place that we've had till now was what was called Agent assist and so if you went into this agent assist section you would basically go and you could you know type in you know your information here we should normally uh default to whatever's in the short description to give you any articles that you might see here um also though forthcoming as of this August store release is under the recommendation section here uh there was an overhaul that was done with our recommended actions framework and uh we actually have added in our AI search capability within there and so the AI search is a little it's faster it's more performant it's just going to give you it's going to give a little bit more applicability and efficiencies uh in finding what you need to from a search perspective so in the long run it will probably the the search capability here under recommended actions will probably replace agent assist and so that's why I want to kind of highlight that here now so in this case you would find your knowledge articles right here right so in this case uh the the short description was need to add more memory to to laptop right and if I were to come here actually if I let me reload the screen first that way you could see it kind of fresh here so if I come in here all right great so now I go to recommendations I would have a list of recommended actions if was something that you were leveraging like for instance from our task intelligence plugin that we have then you would get that here like I have a knowledge article right here that I could review and take a look at here if it was applicable here now if there if it wasn't I need to go do a search again we would pre we would preload that um the short description into the search field here and then you'd have a whole bunch of information here tied into whatever was the search query right and it could it goes across knowledge catalog requests or items incidents change requests so if I want to filter down to knowledge I could do here just filter it down to knowledge and I can go down and take a look at what's happening here from here I would be able to do a couple things I'd be able to review and attach the article in line so I could review the article here now I did mention earlier all right that some you know agents prefer scrolling versus clicking but if you were to read this entire article it's a little bit of a you know it's a little rough to do that in this St in this uh format so you could do a couple different things as I kind of mentioned it earlier you could kind of Whittle down your view here kind of give give yourself more space here inside the workspace to read this article before doing doing an attachment or the other option you have here is on this overflow here you could go read article and few full view that would open up in another uh uh workspace Tab and you would be able to see the the full article information here um likewise if you want to attach the article here you could also attach it to this um you could attach it here and add some additional comments and that would attach this article into this incident I'm actually trying to do that live here but I have not played around with this particular instance too much so I may not be able to do that doesn't seem to be doing it so oh no there okay cool there it went ahead and attached it sweet so yeah in this case it attached it in and there's a work note that's that's been placed there so or comment in that case so that's that's kind of where that is at so hopefully I answered your question Alison yes thank you great awesome and that's great that we went into that because that was going to be where I was going to go next last thing I will cover here and then hand it back to you Janet hopefully I'm good on time so the last thing kind of a service destig agent may possibly do is if there's a situation where they need to get uh another team involved right and they need to know okay well who's how who do I reach out to on that team right who's the on call they have a section here on the sidebar for experts on call where can they can see ah okay I can see that David Lou is the primary on online for the hardware Group which is perfect because the issue that I got at triage right now is a laptop issue so I'm going to go contact David or if he wasn't around then Beth would be the next person so kind of everything that you need from a service investigation perspective to help resolve your customers issues right here at your fingertips and again whether you are a classic user used to this form view that we have here or you're you're you know you want to take a look at the newer experience it's a little bit more guided and and moved moves through the flow that's kind of what we're trying to help out with here with service operations workspace so that's kind of the high level what's available the day in the life from a service disk agent so hopefully that's helpful for you all awesome thank you very much keka I am going to take us now into another poll to continue and then one thing I wanted to bring up is that one of the new features as well that we have is password reset is now going to be available in s so and it wasn't previously so uh that's something that we'll make sure that we get a chance to show you at some point during this series as well so there is a pull out there right now to kind of find out from you what are your biggest challenges in adopting s so um multiple choice you can choose as many as you want um but we're really trying to understand is it primarily technical is it organizational change is it just how complex it is to do it or feature awareness and this is just to give us a better idea of what how is it we can help you best what is it that you need to know that we need to share with you I'm just going to give it a moment till we get to about 75% and then I will share come on you can do it 62 all right I will settle for 70% that works and just to share results here um we are seeing Oran organizational change man is one of the challenges and of course resources to do it so that being said the simpler we can make switching for you the the easier we can help to explain how you can switch over and so on I think is probably the best thing to help okay and with that I am going to pass off to Jim who's going to talk to you a little bit about the agent workspace to service operation migration utility so uh one thing I forgot to add as a poll is to ask who here is already using uh agent workspace so do we have any users on the call today maybe just put your hand up or something let us know if you're using agent workspace okay we've got a few hands going up Okay cool so then that this will be relevant to you for sure and potentially others in the future so that's awesome if you don't mind Jim yeah thank you Janet um I I know at least one person that's on the call that was on one of our calls earlier and I I've spoken to previously so um yeah we do have uh have people here um with that um okay so what is the migration utility so this this is u a utility it's been developed uh to allow you to migrate um customer specific configuration customizations that you put into agent workspace and actually um automatically apply them onto the new service operations workspace um we've talked about it previously as a pilot which we work through with a number of customers it's now available um through the service now store um certified and it's available for people on Vancouver patch um six or above and they also need to have um a um s so at 4.2 or above as well the reason for this utility um agent workspace is now deprecated is now out of support um and that was as of the Washington um instance release uh next slide please so um as Janet said you'll get a copy of these um slides when we've finished however just to give you a a sort of an idea of what will be um migrated and what won't be migrated we'll be looking to migrate um configurations around instant management change management interaction problem knowledge request tasks anything you've done on configuration item anything you've done on lists what won't be carried over is landing pages landing pages permissions workspace roles and permissions user permissions um any branding that you've done across agent workspace anything um around the look up and verify setup workspace module uh it's it's Keen to understand um this was something that came back from one of our customers we won't bring anything across that relates to other workspaces so for example the uh customer service management configurable workspace which I know a lot of our customers um have been using already uh and also any modification to the task records at this point so um incident task problem task uh also SC task and the SC request item they are um due to be included but um they are not currently in the um current release that's available so we should have a a further release coming out at uh in November which hopefully will cover those off as well um next slide please my mouse doesn't want to move Jim go press the button okay so so what will we migrate So within those tables what will we actually um bring forward for you so any menus that you've added any um list categories or modules search items your list so the personal lists that you've added anything you changed around list layouts list actions list attributes anything that you've highlighted in those lists and also form layout so that can include uh field decorators UI actions layouts um render components anything from agent assist will come AC acoss but it also uh related items related lists so there's quite a lot that will be brought through um any view rules as well um the the main thing that um will kind of come out of this will be um uh it's very much a um sort of doe and um onetime only activity but hopefully we've covered off the most common configurations that have happened uh next slide please down I think yeah the next one's going to be more detail about what doesn't need migration so so basically um configurations that you that have that a sort of server side or workspace agnostic um will not need to be migrated so things like um any configuration around agent chat should be there workspace notification will already work um any sort of um email client or tag work that you've done or or templates they'll still be there so um anything that will be you know as I said workspace agnostic um won't need to be migrated um so next slide please sorry I went too fast that's okay um okay so the migration utility so what you'll do um is you'll go to the service now store you will um get the um the application to install um it is recommended um if not mandated at this point that that you do this on a sub production instance uh there's a number of reasons for that the the main reason is um the last point there you cannot go back so this is a one once and done deal um if you migrate uh and say for example you were going to migrate your um production instance um you could not go back if something went wrong so our recommendation is you do this in sub production you um capture all of the um changes that they going to be made within an update set and you use your your usual um regression testing and governance to validate that it's it's worked as expected and uh you will um then be able to promote those update sets through your um standard promotion uh processes so very much a um a sub production activity um you would you would carry out the migration you would then carry out regression testing and ensure that anything uh that everything works as it did previously in agent workspace in the new um migrated service operations workspace um and that's that's it from my slides I don't know whether there's any questions come up or anything that I can answer live at this point I don't think I've seen any but yes this this is available on the service now store now so if you're using agent workspace and looking to get off of it because it's decremented then we do want to suggest that you take a look at the workspace migration utility that you download that and uh take a look okay okay perfect and then moving on the last topic really for today is is just an introduction to additional personas and and why do we reference personas in general um the concept of personas is really about having a user that has specific goals and responsibilities to achieve um the outcomes for the business right we use fictional characters to to bring into life those roles and permissions required to to achieve our outcomes so as our customers all vary in size and process maturity and everything we can't just say you know the itail role or this role or that role it's it's really about personas and it's about people with with different jobs to be done so for service operations workspace our initial Persona that we talk about tends to be lack me analyst you'll hear her name in a lot of places but really it's a tier one service desk agent right whether it's named lockme or Joe Schmo doesn't matter but the Persona is all about the service desk agent who manages interactions creates works on incidents and so on now that was where we originally started with service operations workspace however the workspace benefits that that come forward as we move forward is everybody can make use of of workspace or should be able to make use of uh the benefits and things of workspace one of the biggest things that service desk used to have an issue with is the fact that you could only open one ticket at a time and work on it because when you were opening a second one and you had one person in two tickets the information was not getting synced there were problems right it wasn't multi- session friendly now that's the whole point of service operations workspace you can have multiple tabs open you can switch between different users that you're supporting different processes that you're supporting Etc um and as a result now those personas have grown much larger so beyond typical tier one user we're looking at people who manage different applications they manage processes such as change or major incident stakehold Communications collaborations Etc so they're the tier two and tier three personas and that's what our future sessions and and really this whole series is goal uh based around is bringing forward to you as a technical analyst a fulfiller a resolver what can I use within s so what different pieces of the puzzle are there is it just incident or is it incident and this as an incident manager what can I do as a major incident manager um and the person responsible for stakeholder Communications how do I manage problem analysts problem uh managers or process owners how do I get to root cause analysis and so on all of these things now are being brought in to show you what service operations workspace can do for all of these things because all of our processes in it some kind of join you open an interaction it's going to spawn a request or an incident you have an incident you need to fix it while you open a change request you have a change request later on maybe that change causes a different incident and multiples of them so then you get a problem record Etc so we are just bringing it holistically all together so that all of those different personas and different roles at a level tier two in o and also take advantage of things like the collaboration things like the sidebar things like multiple tabs all of the benefits that we have within service operations workspace so with that that's just a teaser for what we're going to talk about in our future sessions I know it's a quick dump and at an hour it will be every week we'll have a segment which is about 20 minutes minutes usually 20 25 minutes and then we'll do Q&A okay uh we only have a few minutes left today but absolutely you still have questions feel free to come off mute or better yet put it in Q&A because we'll get those answers out to everyone after the fact so any questions about service desk analyst usage of service operations workspace right now or the other personas that we're going to cover including the administrator and how they can set up okay one of the questions I see in there that's not answered yet but we can is can a universal request created within s so when an incident's been created incorrectly okay I'm not sure I understand the scenario but yes we can absolutely create a universal request and then create an incident from that Universal work bu that can be done within s so for sure okay the reason for the question is that we're currently looking to uh to deploy or launch Universal requests within uh within our organization um and we're looking to uh create the universal request um in completely in the back back end if you like nonvisible to the customer when obviously an incident has been created but it's followed the wrong process in other words it needed to be a HR case in this in this instance so we have clear transparency so it's whether that operation can be managed within so itself yes absolutely you can still create a universal request and it only is going to be visible the catch is universal requests if you are opening it on behalf of the person who it originally should have been opened for right um then they will see the you Universal request in their queue in the future if you open it in the name of the service desk agent or whoever's doing it then the end user won't so it it's just they won't have the work but they'll have visibility to it if you open it on behalf of someone okay and that can be all done through the so dashboard or what have you are through that process great thank you and and that's very recent that's since Washington I believe pardon me anyone else with any questions because if not we will let you go a couple of minutes early and as I said every single event unfortunately we need you to specifically register for each event um but once you have registered you'll have access to the information I will email out the information once we clean up and consolidate FAQs and so on those will go out along with presentations and we will get recordings posted if we don't get them posted within the following week worst case scenario we will post them all at the end of the six week series up on the community and you'll have access to them there but I'm going to see if I can do that a little more proactively this time oh and one last poll I will quickly run to let us know what do you think you might Implement in s so as far as personas going forward knowing the little bit that you know now that it is possible for all of these roles to work within s so and and I'll probably ask this question again as we go further down the line and give you more information on each of these okay and otherwise I thank you very very very much for your attention and for joining us and just to give you some insights there's where folks are on S so roles we've got a lot it's it's primarily still going to be service desk but yes there's a lot with incident and problem and change as well so I look forward to seeing you all next week thank you everyone thank you thank you Janet thank you bye bye okay