let's get going okay thanks everyone thanks Janet um thanks everyone for joining good morning good afternoon good evening wherever you are thanks for joining us for the second session on service operations workspace launch and land today we're going to be covering major Incident Management in service operations workspace uh we've got a couple of uh guest speakers to talk to you around that and uh hopefully got some time for um some uh talk around on call Scheduling as well um I am uh going to go through the agenda here so um we're going to do some brief introductions um some information about the launch and learn program um and then we're going to go through into um some polls and demos around a major incident as I say hopefully we're going to get some time for on call Scheduling as well and then any time for questions and answers at the end of it as well so um moving on so yeah as I said earlier my name is Jim Wright I'm an outbound product manager here at service now been with service now um around a year um 25 years working in IT service management of which the last eight have been working on the service now platform um I currently am working on adoption of service operation workspace providing guidance prescriptive guidance to um customers and partners and working collaboratively in um efforts like this as well um when I'm not doing that I'm usually walking um my dogs and uh also enjoy a bit of sport um especially some F1 and some football um we've also got harsh with us today har do you want to just do a quick introduction hey everyone good morning good afternoon good evening my name is Harsh maral I'm an inbound product manager in ipsm I work with Jim I've been around in service now for about six years and I'm working I'm responsible for working with our engineering and design team to build all of those features out that you as our customers are excited about all right back to you Jim okay thanks and uh also talking to you today will be uh de Dean do you want to just step in yep thanks Jim hey everyone my name is Dean Patel I've been at service now for about six months now and prior to that I was a customer for eight years where I was an implementor of various different products across software engineering my main prior priorities and F Focus um with this go to market team um so that's pre and post content creation for our Downstream stakeholders such as marketing training um along with conducting customer demos training sessions enablement and then there's just some fun things about me on the right hand side I like to play and watch most sports uh football basketball softball are some of the ones I'm doing current Curr ly love the travel and photography this's a shot from the 4th of July from uh my apartment here I'm on the East Coast across from our New York City office so it's a bit about me and like Jim mentioned if we have time at the end I'll be doing on call Scheduling along with the major inent management demo thanks Jim okay thanks de okay so we're through to um our first poll of the day um so I'm going to launch that now um and that poll is asking about whereabouts you are in your service operations workspace Journey um so options there just getting started launch underway um not yet planned or other um so yeah we're going to we're going to try and get ourselves up to around about um 75% answers um on that before I move forward um so um while we're just waiting for that um if you do have any questions um we have got um a group of um people from service now that are waiting for your questions um ideally if you can put them in the Q&A section on um Zoom that would be great we'll then gather all of those questions answer what we can now and then um share them with you afterwards in a in a Q&A as well so um we are recording this session and we will make it available through the community at a later date as well Okay so we've got up to 80% on the poll so let me um share those results with you here um if my mouse was working okay so we shared those results um and we can see that um certainly sort of roundabout the um 70 to 80% of you um that have answered are in that kind of um launch or using um and getting underway so that's great um and um you know hopefully we can start giving you some information on um how to improve how you're using it um currently so um thanks for answering that um we're going to move on next to um what you can expect from the launch and learn so we're doing these as a follow on from our our original series which was primarily focusing on the tier one or level one um Persona and this now is um extending it to um the tier two and the extended personas using the system they're going to be weekly um we're going to look to do a walkthrough or demo and then um Q&A and discussions um please you know the one of the the primary purposes behind this is to request your feedback um you know there is there is nothing more that we want than to get your feedback um and your questions around this to help us understand um effectively um where you are and and and what you need from us um and we will also um be sharing documentation um and surveys with you so um if you could complete those that again will help us in determining how useful these sessions are and also what else you would like to see from us in the future so why are we doing this so we we're trying to get the answer to some questions um we we want to understand what we can do to help you ad adopt service operations workspace faster um what do you need to do that around documentation are we actually looking at this in the right way and answer ing the questions and solving the problems that you have um and also what haven't we got there what what are we missing from your perspective um hopefully you can start to understand that you're getting direct connection um with our product management teams um with other customers and understanding their questions and we're giving out um sort of um some guidance around new uh and existing features and also getting some some demos work throughs on the product where are we now so this is a series of six um sessions over a six week period we're on the session number two um 22nd of August and this is uh major Incident Management in service operations workspace um so we've got another four sessions to go over the next four weeks and hopefully um you'll be able to join us for that or drop in and out as you need to to get the uh assistance that you need it it wouldn't be a service now um a presentation if we didn't show you safe harbor ultimately um we are talking to you um and at times we may make statements regarding um forward-looking information um features that are coming and things like that please um understand that you should not be making any buying decisions implementation decisions based on anything apart from what is currently available within the tool um so um yeah it's it's our manra that we live to but we we obviously want to um be talking to you okay so um that leads us through to the next poll so what I'm going to do is I'm going to stop sharing because I think um harsh this is now moving into um your area so if I stop sharing now and I'll launch that poll around um Your Role within the organization and uh then we can um get that answered so poll number two there we go okay so um which of these um roles best describe um your current um responsibility within the organization Okay so yeah I'm looking for around about 75% again so uh we're nearly there excellent well done we are there so I'm going to end that poll now and share that with you so we've got a quite a good split um um sort of mainly around major instant managers and and KN Commander positions also some process and product owners and some team leaders and an admin so a good good split around um who the people are um so excellent and you want poll number three now harsh yeah yes that's right okay [Music] so a poll has been launched in this meeting hold on I am having some technical difficulties here let me see all right there we go apologies my fault uh okay so next poll um where are you on your major instant Journey uh I could see the the uh PowerPoint yes okay getting some good answers to this the the vast majority um are already using um major incident within service now um let me end the poll there and share those results so we can see that um out of the uh people that answered nearly 70% are already using major Management in service now um we've got a a 6% using it externally um and uh then we're we're remainder brand new at 6% and 90% on evaluating so um I will hand that over to harsh now and um let him talk to you awesome uh thank thanks for that Jim so just a high level we want to touch upon what's going on with major incident in s so and I also want to touch a little bit about why we've decided to go ahead with this offering so given that given that a lot of you are already using major incid Management in service now I think the core problems should be pretty clear we're talking about the need to balance the the need to manage organization wide in impacting issues and just having that single pan of glass from where you can jump into all of your different core workflows without necessarily needing to have multiple thirdparty applications open so that's really where our solution comes in and hopefully with the service operations experience we we like to believe as service now that we've done a better job of just delivering on that vision of keeping your major incident managers as much as possible on top of the service now platform one of the slides that we're hopefully going to get to in this presentation is also just showing you from a Time Savings point of view how much we believe this new solution can help you if you do go ahead and implement it now when we're talking about what you get as a part of service operations workspace we are essentially giving you a couple of different things we're giving you the ability to have major incident tickets now as first class citizens inside s which wasn't there previously along with that we're ret we're retaining some of our core integration so for example the Microsoft teams integration the zoom integration being able to start chats Bridges all of those things that that functionality has has been carried over excuse me we've also introduced some new aspects that we're going to highlight uh primarily around our Playbook experience hopefully Playbook is a term that resonates with with some of you if it doesn't that's absolutely okay we're going to be talking about it today and we're going to bring it home by talking about an admin experience that we've delivered and the idea of that admin experience is just making it easy for your admins to know what are all of the different features that service now major instant has available now why we believe you should be investing in this solution is because of three major reasons so we'd like you to help we' like you to start improving your major in management structure when we talk about the Playbook capability that's really going to become the Crux of the conversation we'd like to help improve your efficacy when it comes to communication just knowing who you are to send Communications to introducing critical automation so that instead of having to create Communications on the fly your major ins managers have a little bit of cognitive burden taken off them and finally just increasing the accuracy of how you're reporting back on your information using your post incenter report so really those three takeaways are what we believe this new solution specifically can do for you over and above what we used to deliver in the workbench now I just want to start by showing you a quick snippet of what we're going to be looking at for those of you who are familiar with srw hopefully this reminds you a lot of the record page so the idea is again we why we've delivered this solution is we want to help you just accelerate your resolution as much as possible give you that single pane of glass from where you as a major incident manager can coordinate bring in all of the key people send out key updates all within a timely manner and then again just using that PO incident report functionality along with some of our other components like the activity stream the compose just to use the sticket as the source of Truth for everything that's going on excuse me we're also going to close out our talk by touching upon the admin setup so the idea of the admin setup is it's going to be that single view from where you can keep seeing all of the different features that come into the major inent world it's a representation of what we believe you need to do in order to get value from the product and when we touch upon that segment I'm also going to have a steep peek for you of what the overall admin Center looks like for those of you who are interested now it's I'd like to get into the demo section of what what we're going to be taking a look at today so with that I'm going to stop sharing and quickly reshare just so that I get the right view in front of me I'm going to ask you all to give me a second while I do that all right so I'm going to exit my PBT here and I'm going to pull up my dashboard view I'm beginning by impersonating an itle user over here so we're going to start off our day looking at Adela Adela being a normal itle user so Adella starts off her day by coming inside service operations workspace and what she's going to do is she's going to pop open a list view of what's going on in service operations workspace just to take a look and she's going to take a look at all of the different open incidents now let's see what's going on here let's say aella decides to see are there any p1s in in the system so aella is going to go ahead and put a filter and she's going to say priority is B1 let's also add a filter for P2 and update that excuse me now Adela takes a look over here and what she realizes is there are a lot of incidents coming in that are related to Tableau so what Adela thinks is well hey she knows Tableau is a business critical service so perhaps there's a need to report this as a potential major incident so Adella is going to pop open one of these incidents just to see what what's going on here and this is taking us to the landing page for for the incident now all right this is already a major incident so let me go ahead and pick up something that isn't so Adel is going to just go ahead and open up one of these new M new incidents and Adela sees that this major incident is in a proposed state the idea is essentially Adela will have various options available to her so Adella will have the option to propose a major incident candidate which means that she is going to go ahead in the system and say that there is a need for someone to create a new to take a look and see if there is actually a major incident in in progress now let's switch really quickly to the view for our major incident manager so our major incident manager is known as Andrea so Andrea is really going to be the person who takes a look and sees what what major incident candidates are there in the system so if I just quickly impersonate Andrea Andrea being my major incident manager it's Andrea's job to review all of the different major incident candidates and confirm whether or not there actually is a genuine major incident in the system so I'm going to go ahead over here click on my list view come to the candidates and I see that there are a bunch of different candidates open for Tableau not working so let's say I decide to go inside one of these now the idea of a candidate is that it's it's something that someone has proposed as a potential major issue the major incident manager actually needs to come in and review and make sure that this is indeed a major incident so how do they do that they look at this page and they have to try to make sense of the various bits of information that are available over here the first thing that they have to take a look at is they have to take a look at the summary section the summary section tells them that all right this is a P1 incident and it's in a major incident State propose along with that they also have to take a look at the impact section and the idea of the impact section is it's supposed to give them a sense of how how widespread this major incident actually is so we see that in this major incident the service impacted is Tableau so we're going to decide to go ahead and confirm that this is in fact a formal major incident so I'm going to click over here and as you can see I actually have a button that says promote a major incident I'm going to go ahead and say promote a major incident and Tableau is a business critical offering we need to declare a major and I go ahead and hit promote the major incident excuse me now with that we've entered the working view of the major incident so there are a couple of different pieces that I want to call out here as a part of the conversation so the idea of this new design that we've introduced is essentially meant to combine two two things that we had earlier so we had earlier an independent platform experience for major incidents which was based out of ui6 and we had the workbench experience which was meant to be that single pan of glass for major incid managers to work out of why we've come up with this new solution is we've heard consistent feedback from our customers that the workbench was very difficult to modify very difficult to customize so the idea with the service operations workspace solution is it gives you that extra degree of control over and above what the workbench used to offer so that you can modify the UI and move things around as per your need now there are a couple of different things that we're going to be looking at in the session today so let's let's break that down one by one and and see what what it is so we're going to be looking at this tab over here on the top called the communicate tab we're going to be looking at this side panel over here called the major incident Playbook we're also going to be just briefly touching upon the on call escalations and the collaborate side panels over here now for those of you who may be less familiar with service operations workspace the idea of this UI is that you can assemble different views that best fit your business use case so whether you're an itel agent or you're major manager you're going to be combining these tabs and these side panels to essentially come up with a unique working view representing which situation you're in so let's start by talking about the Playbook because the Playbook really is one those pivotal use cases that we want to focus on excuse me so I'm going to click over here and I want to explain what the Playbook is before I drill down into each of these cards over here so the idea of a Playbook is it's meant to be a representation of your business process on top of the service knob platform now why this is important is we've heard from a lot of our customers that currently they have major in processes in place but all of these processes are diagrammed out either either as KB articles or PDFs or Word documents and what that means is that your major incident manager needs to constantly switch between another another resource whether it's on platform or off platform and this working view to try and make sense of what's happening and I think it's fair to say we all know that major incidents are very time sensitive there's a lot of things that need to be done there are a lot of steps that need to be followed a lot of slas that need to be met and it can be a very heckling experience if you have to keep constantly switching between two screens to see where you are now in that situation it becomes important for you to have an assistive tool of ss that nudges you in the right direction so that's really where we go with the Playbook experience the Playbook is meant to be that representation of your business process and why that representation is important is because your business process can have automated steps it can have manual steps or it can have a combination of both so I'm going to click inside one of these playbooks and show you what looks like now if I just expand this really quickly as you can see the Playbook gives me a list of different steps that I need to complete in order to work through my major incident now these steps at a high level look static but what I want to do is I actually want to drill down inside this to show you an example of how we've introduced some key uh key visual components so I just went ahead and clicked inside the communicate Tab and all of a sudden what I can see is all of these different communication tasks have been laid out for me inside my side panel now why is this important this is important because think think of a situation where you're providing a 247 support model so it's very likely that your major incident managers are going to be thrown inside situations where a major incident has hit hit their desk but it is already in progress It's not a net new major incident which means that they're taking over from another shift now in those situations what your major intive manager needs to be doing is they need to have their eye on two things they need to have their eye on the existing ticket uh see what's going on over there and make sense of it so that's what this left this left hand side represents so I'm taking a look at the summary I'm taking a look at the impact but I've also got my compos and activity stream monitored over here which is my representation of seeing what the live interactions are that my team is posting in so in this kind of view what what we' expect you do is you've got this core ticket view open you're trying to digest what's happening but you've also got that Playbook open just as a friendly nudge that keeps telling you that hey look these are the different things that need your attention so in this situation in this particular screen the major in manager is actually able to see that there are Communications that are overdue and if they go ahead and hit compose it's actually going to take them into the experience from where they can compose a communication we'll get into communication and collaboration in just a bit but the idea of showing you the step is just to give you some sense of the kind of possibilities that are available to you you can also do things like introducing checklist components so for example inside one of these steps if you just want to bury a checklist of things that your major incident managers have to complete that's possible The Playbook designer is a locco designer that is now available as a standard platform offering it's not a new offering but this time what we've done is we've integrated it into the side panel view to make it operationally easier for your major iner managers to work through those major issues Additionally you can also introduce key automations here so while you don't see it on this on this environment because it hasn't been enabled you have we've we've shipped one automation which actually automatically creates problem tickets so what that automation will do is it will say once the major incident is moved to resolve state it will automatically go ahead and create a tracking problem associate that with a major incident and actually pre-populate some of the fields over from the major incident onto that problem so that just an example of us us giving an Automation and again you can combine all of these different steps to achieve really complex workflows so these four steps that you see for example communicate collaborate resolve and the ad hoc step these are all steps that are running in par which means that you can step through each of them without having to wait for the previous step to complete so all kinds of Rich possibilities are opened up to you with this engine and we believe that this is going to be the Cornerstone for just making your process flow that much simpler and in reducing the amount of Burden that's there on your major managers now coming to some of the other aspects that are there in the solution I do want to touch upon the dedicated communicate tab that we have excuse me so for those of you who are familiar with our workbench capability this this will probably look familiar to you the idea of the communicate tab is this is where you go when you want to send out Communications now Communications for us are one to many broadcast kind of notifications that you're sending you're you're not intending to get a response back this is just update FYI letting people know hey either we've got a major incident up that kind of initial declaration or sending that recursive status update that this is this is the progress we've made now inside the communications console as you can see we've got a lot of communication tasks predefined over here excuse me and these are actually possible because of some automations that we ship in our product so we have a sister product called task Communications management which are automatically entitled to when you install major incident and what TCM as it's called allows you to do is it allows you to predefine intelligent conditions under which Communications can be created so you can create what are known as communication plan definitions where you can say that under let's say a condition where I have a P1 major incident and that P1 major incident pertains to Tau automatically create an email communication task for me with a specified template which I have to complete in order to notify the key executive teams so that's the example of the communication task that you see over here now some of the channels that we support for communications are email SMS and Microsoft teams and we also allow you to send multi Channel Communications which means that inside a single communication flow if you wanted to send all all three email SMS and teams you're going to have the ability to do that in the future we are actually planning to introdu uh oh and one more channel that we support is SNS should have mentioned that earlier so in the future we're also going to be looking to enhance these channels so some of the directions we're thinking of are for example sending a now mobile blast we have in our zanadoo release we've actually added announcement support as well which means that if you wanted to proactively let's say deploy a banner to your service portal you can do that from this Communications console itself now just to make it a little visually clear for all of you what I'm going to do is I'm going to go ahead and hit compose and this is going to open up our executive communication excuse me so as you can see this is what our Communications console looks like we tried to take some of the core themes from the workbench experience and enhance them a little bit for those of you who are familiar one of the consistent bits of feedback that we heard around that workbench experience was that the communications window was very small and difficult to use so we've tried try to give a better presentation to it to make it that much easier to send out Communications and as you can see all of these fields are predefined so I've got a recipient list over here that is meant to go out to my it Executives my template is predefined my subject line is predefined and this template is dynamically fing fees from from my incident ticket I do want to clarify that while this template looks fairly rudimentary in this demo you have the ability to actually put in Rich Tex templates over here so if you want to put in your company branding you want to change the look and feel change the styling you can Define templates exactly as you would a platform template and put it in over here and when you go ahead and hit send it will actually go out and send that email to all of the people who are specified over here now while all of this is pre-populated I do I do want to clarify just for the sake of accuracy that you do have the ability to add additional people as well but one of the limitations of the system is that these users will have to have corresponding records in service now excuse me so for example if you wanted to add a personal email or something of that sort that wouldn't be currently supported but you could let's say add a for example who's one of the users inside service now and you can also go ahead and uh add groups and other recipient lists from here so that's that's about communication and again this is meant to be that oneway broadcast kind of scenario letting your Executives know that you have a major incident or letting your stakeholders know that you have a major incident this is this is the investigation progress things of that sort let's let's not talk talk a little bit about collaboration so the idea with collaboration is that it's meant to be that other core aspect of major incident which is bringing your team together to work on the issue so inside collaboration what we're going to do is we're going to do we're going to take a look at the collaborate side panel first and then we can also drill down into the Playbook so if I take a look at the collaborate side panel over here excuse me so as you can see the side panel has actually been broken down into two pieces one piece is around chats and one piece is around calls so over here what's happened is again because I've used the TCM framework I actually have a predefined chat created for me so what the TCM framework is intelligent enough to do is it's intelligent enough to know that this is the service owner supporting group responsible for Tableau and I need to start a chat with these people so it will actually create a predefined card for me which when I hit start we'll go ahead and start a chat and this chat right now is a Microsoft teams chat I'll just show you briefly what that experience looks like uh I'm going to go ahead and add Andrea also and if I go ahead and hit start chat what it's actually going to do is it's going to go ahead and try to open my Microsoft teams client not going to allowed to do that just because of the demo but as you can see now over here I've got an active chat going on there's a similar experience available for calls excuse me so we don't have a predefined call over here but if you go ahead and hit on the plus icon what it will actually allow you to do is it'll allow you to start a Microsoft teams meeting from here I do want to call out some of the different channels that we support so we have sidebar discussions available here we have Microsoft teams chats available we also allow you to start Microsoft teams meeting or a too based voice call additionally for call we have the option of starting a zoom call and we also support Cisco WebEx based calls so these are going to be some of those different channels that you have available to you based on your organization and needs uh one thing to call out just as an important disclaimer this environment that you're looking at is pre is preconfigured with Microsoft teams and twio in in your individual cases you would need to go down the road of doing that respective product in order to be able to leverage these capabilities now just to take a look at how this ties back to the Playbook so inside the Playbook if you have any defined predefined chats or calls you're going to be able to see them from here so anything that's intelligently created via rtcm product that shows up over here now the next bit that I would just want to touch upon is the on call piece just linking that to Major incident so if we quickly take a look at the on call escal ations any on call escalations that have been issued are going to be available to you via the side panel we're going to be touching on on call a little more in detail when I hand it over to deant but just wanted to point out to you that the on call escalations bit is available to you from from the side panel there are also additional side panel capabilities that you can explore so for example our recommended actions framework is very much alive over here for those of you who are not aware excuse me recommended actions is a framework that has two kinds of capabilities to it so you can write what are known as rule-based recommendations or you can use what are known as machine learning based recommendations in either case the idea is these are meant to be helpful cards and Snippets that assist you in in your journey and these are not limited to Major incident they work throughout s so even if you're let's say working on a normal incident you will have this side panel available to you and it just again attempts to prompt you in the right direction so for this in for this major incident for example what we've done is we've given this recommendation asking our users to see if they'd like to link a problem because we've heard from some customers that they want that ability that nudge from the beginning of the major incident itself so we've surfaced that over here now bringing it home I want to touch upon our post incident reporting functionality so I'm going to go ahead and hit resolve really quickly and I'm going to go ahead and hit this was let's say resolved by a solution provided and I'm going to go ahead and hit resolve excuse me and just as You' expect inside our workbench you now have a post incident report tab available to you now inside this post sensitive report tab we show you a couple of different things we have this SLA that tells you by when this post sensitive report needs to be published we're surfacing certain key metrics like the incident response timings we've also created a contributor model so the idea is anyone who you'd expect to be able to work on this post incident report needs to be added as a contributor but really the feature that we're probably the most excited about is the major incident timeline so the idea with this major incident timeline is it prepopulates from some of the key incident uh field information and state information so for example when the major incident was proposed let's say at that time you you'll get an a timeline event saying that hey this is when the major incident is proposed additionally when the major incident state is changed and it's actually formally confirmed as a major incident you see that too over and above that you have the ability to go ahead and actually add events by hand as well so for example let's say you wanted to add an event let's say uh this is when we started working on the timeline go ahead and hit add so you can see that that timeline event has been added now now the idea with the timeline event excuse me is we've also given you some additional controls so for example let's say you wanted to edit an event you have the ability to do that you can also control the time stamp just just to be clear like if I want to change this to a previous date or previous time I have that level of control available and I can also choose to hide this event now what that means is if I go ahead and press this button when I actually export the post and report to a PDF this particular event isn't going to be shown and just in the interest of completeness I do want to just talk about a little bit of the Future Vision that we have so in the future what we want to do is we want to enhance this timeline further so one of the capabilities that we're looking into is can we support flagging so the idea of flagging is if you see whenever I hover over any item in the activity stream I get this little flag over here so one of the capabilities that we're researching which is on our road map right now for 2025 is if I go ahead and hit this flag can I get the event automatically get added to my timeline so that it becomes that much easier for your major in managers just to keep a track of everything that was going on so the idea is that with the combination of the flagging Plus show and hide your timeline becomes complete as a source of Truth for everything that's going on inside your major incident now the final part that I want to talk about from the point of view of the major incid demo is around our admin experience function ity so I'm going to go ahead and end my impersonation just so that I enter my user as admin excuse me and I'm going to navigate now to our service operations workspace Advent Center so if I go ahead and type service operations and I go on this overview over here now this essentially takes me to the landing page for the service operations workspace admin experience the idea of this is that all of our different itm products over time are going to start sitting inside here and the thought process is that you would come inside here and it would give you visibility into two things one it would give you visibility into the products that you already have and the second thing is it would start giving you a sneak peek into products that you are yet to install so this becomes that first place for you to discover what it is that you have and what it is that you can get for additional business value now in this view because this environment has a lot of products preset what you can see is that uh you have the ability to configure some of our core itm products so if I go ahead and show the experience for major in management specifically I'm going to click configure and see where that takes me now it's taken me to this small page that shows me a list of different capabilities that are available to be for major inser management so right from setting up major incident managers in the system all the way up to actually configuring the timeline settings defining playbooks all of these different features are linked out over here now the idea again of this is it shows you as a system admin what you've already invested in and where the additional potential for you to leverage the product lies so for example you can see that some of these di they just tell you like all right you've got five users to whom the major incident manager role has already been assigned versus you don't have a temp tempate configured so you have the ability to click over here to configure either an email template or an SMS template so we've consistently heard from customers that documentation for our products is is quite scattered and difficult to navigate the idea of this becomes that release over release it becomes a little more structured way of you finding out what service Now is working on and keeping an eye out on what are the new and exciting things that can help you get business value and again our vision is to keep investing in these we're going to be bringing more products here as well not just the three products that you saw on your screen so definitely that section to keep an eye out for now with that I am just going to go I'm going to stop sharing and go back to my deck really quickly so if you can give me a second let me share my screen again one minute all right so now we we've spoken about the functionality and uh like like You' met deant already our our additional product manager teammate on the call I'm going to hand it over to him to run you through a quick value prop this is a slide that he's built up and he's going to spend some time talking about how much time saving you can actually leverage by investing in RSW solution so with that theant over to you thank you harsh um as har mentioned and I mentioned earlier I was a customer of service now for about eight years where I worked operations roles in devops and SRE I had to deal with major instance throughout my whole eight years there so when I joined the company as a product manager and I started to do customer demos I felt like this would be useful for my perspective and not this is not a service now certified data set here but for our perspective I thought it resonate with customers you yourselves in your organizations may have a lot of these tasks and you know the pain of them and how monotonous it can be um so on the leth hand side in the column I lift out the different tasks that are involved in dealing with a major incident the approximate time there and I think we try to be generous and not kind of overshoot the time saves there and in the third column the solutions that we offer in s so to negate those manual time spent on different tasks and major incident so of course you can focus more on the actual technical triage of the issue and in the last column is the approximate time save and as you can see there's a net approximate time save of about 30 minutes so some of the tasks as most of you probably know you know popular in that record we have now ass Cy doing that for the most part um researching what may be caused that incident you might be looking at different um ongoing changes outages you might looking at knowledge articles these are all separate tabs whereas har showed you now they're all in the right hand side panel um you're almost always want to start a group chat as well as an instant Bridge again that's manual uh making phone calls um paging out to people if you're an ftss organization to get them on the call the different stakeholders the technical folks the business folks um that all takes quite a bit of time right so before you can actually get to resolving the issue you gotta get everybody on the call you can automate all those different efforts with um those rules that charer showed you from the admin Center identifying the on call person I'm going to go into that in the next section as well in terms of how some organizations are doing that today in a very manual driven way um and I don't think har you show this in the demo but you know CI resource utilization is a big one as well um a lot of times organizations you need someone with production access to get on a server to pull down some resource utilizations or understand what process might be going haywire um we have a tab um from Dex built right into the major incident workbench where you can pull that utilization right into the single pane of uh glass View and then the post instant report um personally speaking and I've talked to customers who say this report takes upwards of two hours to generate for you know their manager to present to the other managers in the organization to like an end of day checkpoint to understand where that major inance stands and again as far as mentioned it's it's automated we're going to continue to add into it enhance it with AI to make it easier for the customer to generate that report and have to do almost barely any sort of work to get all the important events into that timeline so again approximate time save of 30 minutes I'm sure if any of you in the call could say maybe it's twice or four times as much time save but just wanted to give you an idea about what the value proposition is to use major in management and S so and I think after that ksh I think we want to give a little bit of time in case there's any questions or feedback on major in management uh before I go into on call Scheduling see if there's anything in the chat you want to answer out loud or yeah Cyrus go ahead I think you came off mute we're losing Cyrus yeah feel free to ask a question cus we we can't all I'm afraid breaking up yeah yeah there's a couple things in the chat maybe you can take a look at that instead are the email coms capturing the timeline think that's a question he asks um take that one yeah so like like I responded in chat as of right now no but that is one of the the announcements we're looking at on on our road map okay um H the um there's another question um the modification of the P um are we are we moving to make that more easily modified so as of right now the p in the format that it is is I would say it would involve a medium level of complexity to customize it but yes so one of our thought processes is longterm we want to give a kind of P designer capability to make it easier for our customer customers to to build out PS of their own we are working with our internal teams to figure out how and when we can make that happen brilliant and Jacob's got a hand raised as well hi good morning um I'm just trying to understand the navigation I posted a question in the chat um and the response was um I if I have the next experience on the ad mid configuration Hub Saed mid Center um I I can't even navigate to this so I don't know how to access so Jacob you say yeah exactly what version are you on uh how can I find this out I was trying to find that as well so what you can do is you can go uh if you have admin rights uh are you able to see my instance I hope you are I don't have admin rights yeah so you're you're going to need to ask your admin and what they can do is they can type stats. do and they can see over here or else if you're connected with a member from your service now account team uh either your solution consultant or someone off the like they can actually go inside your internal service now records and tell you what version you're on I put that in and where would it um it looks like I'm at van Vancouver yeah so let me we're gonna go ahead and put this in chat also but just for the record in order to leverage some of these capabilities you have to be in Washington patch two or higher and additionally you need to install the service operations workspace 5.0 store application uh we can go ahead and put in links for that in the chat as well just so that you have them available okay and I'm with Ascension so I'm not sure U obviously this seems like it's a global thing so I don't know obviously it's run by the administration so I have to follow suit with whatever they're employing now so [Music] thank you for the feedback appreciate it yeah okay thank you okay so we've got I do want to see address one point before we hand it over to Dean so Cyrus do your point about subscription management being set up we do have a basic subscription management widget in place but one of our top items that we're looking at for 2025 is building a full-fledged subscription management and notification system place so if that is something you're interested in you and I definitely let's connect offline happy to hear out your thoughts make that happen perfect and I do remember we we connected last year so let's let's get that chain back up and I'd be happy to talk to you yeah yeah excellent thanks SSH thank awesome yeah no worries the gun I'll hand it over to you uh let's flip through the deck yep uh thank you so hello again everybody um so again we're gonna go on H call scheduling and similar thing I mentioned with the value prop for MIM and S so I did a similar thing for on call Scheduling so this is from my personal experience as well as talking to a couple different customers um so these are the different context switches or disparate tools that organizations may be using today to manage their on call rosters rotations and policies right a lot of organizations today still have all the data in a spreadsheet which is obviously a lot of overhead and back and forth and not really efficient In the Heat of the battle to go looking their spreadsheet for the information um additional cost for third party tool such as payer Duty uh it's about $41 a month per user for using pagro Duty for managing on call where a lot of the functionality features we have already uh with standard packaging and service now so you don't have to pay any additional cost to use it um and other challenges right so managing absences again I'll show you the demo and let me actually kind of get into that right down the five minutes left here so har I think this is overview slide again I'm gonna go into the demo and show you guys pretty much the same thing real quick in this demo I'm just want you guys get a feel for it so let me share my screen second here all right so you guys can all see that yeah screen just pull up the so I have two windows here one is going to be an on call shift manager so I have adelay Vance here who is the en call shift manager for it network engineering the first thing I want to show you here is how fully the en call Scheduling can be and how flexible can be so what you're seeing here is you're seeing a global ftss coverage laid out so each different regions on here in one single pane for all the different roster shifts for the network team um but next I'm going to walk you through setting this up so there's two different views in which you can manage on call Scheduling shifts one is from the scheduling view here um so it's this icon right here where you have a little bit more real estate and the other is if you go into this team section here so when I go to this team section here you can see all the different teams that the user logged in as a part of so I'm going to go to it network engineering again you get a little bit more details here in the first tab the next tab is where you can create a shift so I'll go in there and do that so I'll just say um demo one shift and I'm going to set that shift from the beginning of this month to the end of this month uh for the sake of this demo I'm not going to have it repeat I'll create this shift and the next thing I'm going to do is show you how simple it is to add members to the shift and stagger their rotation in an automatic fashion so all I'm going to do come in here I'm gonna select a couple different users and pop them in here and you'll see they automatically pop in actually I missed one step there is setting that rotation to start the same time that the shift starts and ends so when I do that you'll see from the 1st to the 31st first the shift starts and rotates on that day in which the shift started so every Thursday you see someone new rotating over there the next thing I want to show you is um just delete this real quick ex one is adding a secondary person because typically in organizations for on Call you'll have a secondary manager just in case the primary doesn't respond or isn't able to resolve the issue so add a new responder level and you see secondary comes up here again I'll add a member here I'll add Caleb same thing starting from the beginning of the month going to the end of the month and you'll see Caleb will come in here below all the primary folks so it was that simple to create a new ship with a primary and secondary person on call um I'll show you also how simple is if you need to Swip uh swap weeks for some reason for some reason Calvin had something come up and you can't do that week you just drag and drop and you'll see a reflect on the calendar PR much in real time you see Calvin is now swapped with Alex and that's pretty easy to maintain um moving along uh the other things I want to show you is managing escalation triggers and policies right so the idea is that of course for major incidents as I mentioned you don't want to be manually trying to find out who's on call contacting them if you can do it automatically so that's where the triggers and policies come into play um so again for the sake of this demo and time I've already set one up here I have a demo trigger um the condition is whenever an incident is Priority One automatically contact that person on call right from the S so uh interface you can set additional Advanced options if you have other workflows or scripts you want to kick in as well when that trigger is met maybe you want to automatically run some diagnostics from a script pull that data in uh that's an example right there save these changes and then you notice policies not shown here so one thing I missed here which is um important is to publish that uh ship when you're done creating it right so was in draft mode I hit publish and when I come back over here and I refresh this you'll see I can set policy what policy effectively does is it lets you set the Cadence and the points of contact in which you're going to reach out to them and also the notification preference channels so you know I'll create a policy or actually I'll just show you when I created already just for sake of time um so I have one here um that is going to rotate through the members the roster for the primary level for the on call escalation you can see here you can set um granular details right so if they don't respond after the first attempt do you want them to try again so in this case it's GNA give 15 minutes after the first attempt and it's going to try again to contact that the same person and if they don't respond it's GNA then go to the manager the secondary person you set in here um so you can see the secondary person's in here you can also um specifically manage and set escalation hierarchy here and uh contact the manager's manager if you need to and so on um so that's pretty much it again kind of coming down to the wire with time so I'll just kind of quickly run through some other useful information here very easy to add new team members to the on call shipped group um all your related records that may pertain to the reason why someone's being uh paged out for on call all the information is right here in your leth hand side panel alerts incidents change task problems records and then lastly really quickly I just wanted to show you guys managing absences so I had a separate window here where I have Alex Wilbur um who is one of the people that's on call shift and we're going to go ahead and create a new um absence request for him and show you how that comes through for the manager and um you can approve it deny it and there's a very useful thing here which is the ability to suggest somebody to replace your shift right this takes the onus out of the manager having to scramble around last minute to find someone to plug them into the shift so very simple just request a shift in here and when that happens you can see on the calendar the absence goes gray shows pending it's over here for Alex to keep a track of it and on the manager side over here in their inbox on on call Scheduling you see that requests come through there it is on the right hand side and again on the calendar it's gray until you hit approve and then it'll automatically you'll see swap Alex with the person he suggested Ravi so again it's that simple to create shifts manage rosters or rotations escalation triggers policies and absences alcohol and with that I will wind it down with a minute just in case any questions remaining uh open up to the floor or in the chat there is one question in the chat that is just asking is there a way for users to specify multiple numers num like an office and a mobile number with timing preferences that's great question I do want to just brief on touch on that so you go to on call notification preferences and within here you can manage the different different delivery channels as many phone numbers and emails as you want you probably have a work one maybe a personal one you can also set your preferences based on the days of the week and the times of the days maybe Monday through Friday 9: to5 you want to be reot to Ms teams originally right but then after 5 PM in your evening time You' want to set maybe an email or phone call so you definitely have all that customization at the user level um you can also override that at the admin level if for some reason your users are not tending to that first layer of escalation like the email and they're they're not receiving it or not responding you can set like phone calls as a first primary way to contact users good question okay we're at time and and that generated a lot of good questions um and feedback so um maybe we'll look to do something either within the office hours or um in a future session just to give that a little bit more time um because as I say it's it's generated a lot of questions a lot of love for that as well so well done de you've uh you've made some people fall in love with it um as well so um we've just got one final um poll to go through so um I'm just going to launch that quick we have lost a few people um but it's it's just um questioning um what roles are you going to um Implement um we've got uh a variety of different options there your tier one users and then extending down into different uh personas within your um your tier 2 access um so um yeah we've got some change and a major incident hopefully everybody's feeling much more confident um around a major incident now as well um so yeah I think we'll just see how many answers we can get to that um but yeah very very good uh feedback um on that one so um good job de thank you thank you everyone for joining and all the questions great to hear your feedback perfect I'll get these recordings posted as quickly as I can it usually takes at least 40 hours so bear with me but thank you very much you should see last week's posting by tomorrow hopefully okay thanks everybody thanks for your time today all excellent and no open question perfect that was great guys thank you very very much harsh it was nice to see big uptake on the major incident percentage this time because right yeah yeah people are starting to see the love and the on call stuff the