okay um I think we'll get started now so hello everyone Thanks for uh joining us today uh good morning good afternoon good evening to wherever you're are joining us from we're excited to have everyone today for this service now impact webinar uh today's webinar is about platform health and how impact helps you keep your service now platform healthy um today we have myself uh my name is Shy wagr and then as well as Zach Temple um who is joining us uh from the product management team as well we are both from the product management team um so welcome and jumping right in uh before we get started uh this is our Safe Harbor slide um it's to remind you that this presentation may contain any forward-looking statements based on our beliefs and assumptions that we know of today and that we undertake no obligation and do not intend to update these forward-looking statements so today's session is part of a series called live on service now it's uh curated events to connect you with service now experts and peers that can help you deploy your products and Achieve value faster uh we hope that you join us at our future events and 360 exchanges uh that QR code will take you to um schedule and we'll also be sharing a link that helps you sign up for future events quick update uh for October's webinar um date has been changed from October 31st to the following day November 1st um so for those that have that U signed up for that webinar the day is just the following day and then a couple housekeeping notes um we've saved time at the end for Q&A but if you want to ask questions throughout the the webinar go go forward use the Q&A button um please make sure that you don't put in the chat they do tend to get lost and we want to make sure that we answer all your questions uh this present ation will be recorded and shared on the service now Community we'll also share a link in the chat as well throughout the presentation and then after the event you will be prompted to fill out a quick short survey um and we appreciate your feedback we can only improve from there so again uh introductions so thanks for joining us we have Zach Temple who's also on the call um he's on the product management team and I'm shy walgre I'm also on the product management team we're both product managers as service now so uh just a quick intro to service now impact uh service now impact is an AI and human powered value acceleration solution um designed to help you adopt service now Solutions quickly optimize your platform Health uh amplify expertise and realize your value faster within your service now investment impact enables you to work alongside a designated team of experts and access additional guidance when you need it you're able to accelerate adoption and drive your business transformation forward with your service now investment now how does impact enable you to do that once you look inside in Impact there is about four major components um them being value management product adoption platform help and support exper on demand uh we generally have webinars on all four of these today is going to focus on platform help and support but a quick walk through would be value management um helps you uh Define your value blueprint uh tracks it through the value uh business value dashboard and how you achieve your goals and monetize them product adoption um align your resources with desired business outcomes and uh accelerate results with a product op road map a capabilities map managing your subscriptions and getting AI power recommendations um expertise On Demand is the L component which uh enables you with an impact Squad um b-size accelerators that focus on specific engagements uh including jump starts and tuneup accelerators advisory sessions and On Demand training and then Zach will uh dive deeper into platform health and support which we'll cover um later in the presentation so we'll do a quick poll before we get started see a series of questions pop up if you could answer those really quick um that' be great so first question being do you leverage the impact Health assessment um 32% of you said yes uh 55% or 48% said no and then 21% said I'm not sure uh do you actively use instance Observer 177% said yes 66% said no 177% said I plan to start soon um how often do you access the platform Health Hub within the impact digital experience 9% said weekly 10% said monthly 16 quarterly and 65% have never accessed it um well thank you for your answers moving along Um Zack will take it from here awesome thank you Shan thank thank you for everyone for participating in the poll um good insights and hopefully I can uh demonstrate some of the impact capabilities and hopefully to inspire you to use more especially as you manage your platform uh moving forward um so as shy mentioned there's a lot of different components that come with impact that really help you get to Value quickly and really maintain a healthy High performing platform um so you can push Innovation with confidence and and also your Ed users have a a pleasant experience um as they're completing their work within the now platform when you're thinking about um platform health and impact it really comes into three pillars um and that is Diagnostics um which provide you Insight in terms of how you've configured your platform understanding where technical debt might persist that impact uh performance and again user experience and then also how do you actually take action on those insights you know remediating that technical debt and maintaining a healthy well-positioned platform that continue to push Innovation and then secondly is the observ ility pillar this is you know unlocking through instance Observer instance performance Telemetry um I will be providing a demonstration of instance Observer today but it really unlocks instance performance um visibility um for you as you manage the platform um and that's across your instant stack and then you have proactive monitoring alerting there as well um so more to come and so that's unlocking you know Diagnostics and observability for you and your teams managing service now and a self-service matter providing you insights that you and the team can take action on and then you supplement that with the third pillar the experts on demand and support um shy mentioned the impact Squad um csms customer success managers platform Architects success Architects and then your support account managers um they are all there to help you on your journey um with certain skill sets um based on the questions and needs that you have um and then you unlock access to additional experts related to different products or certain things you're doing within the platform through the impact accelerator catalog and we'll talk more about that from a platform Health perspective as well um but really unlocking um access to experts across the product Suite here at service now and then lastly developer support um inevitably there's times where you're going to have to look at some things and go outside of the box and do some custom configuration developer support provides um tsse support looking at you know that custom code configuration when it breaks um so really good access there and then lastly on demand training uh there's a large suite of training that's available to you and an on demand setting um that you can upskill your team um across the board and looks like there was one question that popped in um impact comes with additional subscriptions is there any component that can be used without specific uh subscriptions that is a great question um currently you do need to have an impact um subscription for to use the items that we're talking about uh today and I think it's a broader conversation of some of the impact based features that are available to you but what you see today um will be available as long as you are an impact customer good question so starting to look at those three pillars and what does it mean um as it relates to your platform health and the importance so if you're able to understand your technical debt understand the performance associated with your instance start to understand where that technical debt persists and take action on it you're able to really increase um increase your uh your your rate in which you upgrade um push new products quickly um and you can scale faster um and at the end of the day you're improving the end user experience and also the developer and admin experience as well um as you can understand where you're taking the platform based on the work that you're doing and I'll show you how you can do that with some of the features um in today's demonstration so the first being the health assessment um the health assessment breaks out um your instance into five buckets looking at it from a manageability performance security upgradeability and user experience understanding um your instance and how it's configured today identifying technical debt within those five categories and then providing you with prescriptive guidance prioritizing the technical debt that's identified and then also um providing you again that prescriptive Insight on how do you remediate and take action on those findings and I'll show you that again in the uh Health assessment dashboard and that currently is something that you receive a monthly readout of um for your instances then we're going to talk about instance Observer um Health assessment to me I love to use a car analogy with platform Health um Health assessment is very much when you take your uh card to the mechanic and you plug it into the computer and they tell you exactly what's wrong with it um instance Observer is more of the dashboard of your car how fast are you going how much gas is in the tank um give that realtime Telemetry as you're driving and innovating on the platform providing you those insights an instance Observer does that in off instance experience providing you um with a ton of telemetry I think there's over 90 different Telemetry types um giving you some detail analysis around those and additionally looking at um uh alerting and monitoring as well so you can set thresholds um and be alerted and take action when things go outside of the you know outside of the normal and then instance Observer really came about sorry instance Observer really came about through some conversations with our customers um when we were incepting impact and it really came down to you know it was very challenging managing performance of an instance due to the lack of visibility of um the different performance Telemetry which then often resulted in the inability AB ility to to push new uh Innovations with confidence and secondly uh entering into your production instance at times there was Performance challenges there so we looked in the mirror we looked at what we had and really wanted to provide a solution that starts to unlock some of that performance dmetry and allow you to take action and manage your platform confidently and what instance Observer does again is an off instance application that provides um performance visibility into your full instance stack so your sub prods and your production instances are visible with an instance Observer we unlock some additional Telemetry and and instance metadata um that allows you to really understand what's going on at that point in time um when you see different revs put on your instance and then again you get up to six months historical um so you're able to go back in time and really start to educate you know for your unique instance um what does that mean and and how do you take um action on it and then you couple that in with the health assessment you really start to make educated decisions as you manage the pl form and reduce your technical debt specifically for the instance Observer and talking to our customers we went back to some of the early pilot customers and across the different personas of managing the platform um the unlocked visibility and instance performance really increased confidence um and also allowed them to identify technical debt especially that technical debt that impacts the performance identifying that being able to take action through some of the instance metadata um and also working with some of the health assessment findings as well they couple a really good relationship and you're able to push you know healthy code to production and maintain a high performing instance and then the last layer to all of this as I mentioned is the access to experts so you're going to have access to um Health assessment and instance Observer for you and your teams as you manage the platform and then as you need additional experts with your impact Squad and certain smees with within service now you access access those through accelerators many it will be the technical accelerator catalog um and again this will allow you um to talk to Performance smees um platform architect's a key expert there um but again really understanding how you have your instance configured and how do you push Innovation that is aligned with our best practice to maintain a high performing instance and a good user experience and then lastly as I mentioned on a few slides ago you also have access to developer support as well so when you do have those challenges with custom code and configuration um service now through impact helps you remediate and identify the root cause to those challenges um resulting from Custom code and configuration um looks like we're pretty good on the Q&A perspective I'm going to jump into the product tour if you give me one second and what you should see here um is the impact digital experience currently the impact digital experience is an off instance experience um that brings together the four components that shre mentioned at the beginning part of the presentation today we are going to focus on the platform Health Tab and show you where you start to access the different items I just spoke of So currently the platform Health Hub is broken out into um three different areas diagnose Monitor and support the first one I'll talk about is diagnose and that is the health assessment that I mentioned um this is a monthly scan looking at your instance across the five categories of manageability performance security upgradeability and user experience and then we break those out into three different buckets you know from a findings perspective we recommend that you either act on these and that means relatively quickly as there could be some significant concerns with that configuration then we break it out into recommend or discuss and again those access to experts allows you to go deeper and really understand what are those findings saying and then you also get a holistic view across the five categories how is your instance um positioned as it relates to our best practices and then as I mentioned you're able to click in understand what the finding is short description the details around it how many times it's seen within the instance um and again allows you and the team to take action and then when you need help analyzing it further through some of the accelerators and the additional experts on your impact Squad really help you understand how to take action and what does it mean for your instance and this is something that's ran on a monthly basis so you're able to see the historical Trends and ideally you're identifying findings and remediating them and you'll see those numbers go down over time then from a monitor perspective um within the impact digital experience we bring in some very highlevel um kpis that are available within instance Observer I'm going to go deep on instance observer in a minute but just from um transaction server and SQL response time provide those there for your production instances again I'll show you um instance Observer here in a second so accessing instance Observer is an off instance application um what you're seeing here is a demo environment so you're only seeing one production instance um if you are an impact customer and you access instance Observer by default you would see your full instance stack so all of your production and sub production instances with this we provide some high Lev kpis again around your database size transaction response times um the current availability of your instance and then some of the cluster details associated with each and then as I mentioned there are um alerting capabilities within instance Observer and you're able to quickly see how many times alerts have triggered within the last 24 hours and then as you're thinking about instance Observer there's really three areas that it adds value um immediately to you and your team when something's actively going wrong how do you you know quickly look at instance Observer and understand um what is going on and and where things go in Array and you would do that through the triage module so it's going to be a similar experience with an instance Observer um select your instance run the triage and what this is going to do is go to your instance at this point in time and identify the transactions the jobs serlet schedulers um semop for sets and any recent update sets that you've deployed so you can get a quick snapshot of where things are and you can see here um there's an aging job that's been running for over 24 hours and you see that here then you're able to click in understand what that job is um and then start talking about okay what's going on is that supposed to happen and start having that quick conversation with a lot of information at your fingertips so that you and your team when you go on instance you're able to take Swift action um secondly this is uh report is able to be downloaded so in the scenario where you create a case with now support you're able to provide this snapshot and it gives a really good view of what was going on within your instance at that point in time um so really strengthens the conversation and expedites hopefully time to relief as a TSC can quickly visualize this themselves so really really good tool um to again see what is going on on the instance at this point in time and then as I mentioned there's over 90 different Telemetry types and you get up to six months historical um data um within instance Observer and I call these here Telemetry families when you click in you're going to see additional metrics um that are available to you um and again as I mentioned similar experience selecting your instance select your date range and then you're able to get a snapshot so I selected it for all the metrics Associated to transaction response times you'll get some kpis for the date range select it um and then you'll be able to see the trends in a graphical form um of how the instance performed over time so as you look here you know you do see these different spikes as they progress um and the instance is operating when you see a spike with an instance Observer doesn't necessarily mean that end users were impacted from a performance perspective it's just simply showing that there was a REV put on the instance at that point in time similar again to your car if you put your foot on the gas pedal your RPMs go up um what you want to do is you know go in here um and able to look around at the different Telemetry um there's a lot of performance Telemetry available to you um your three top most important types are transactions database and semores um maintaining a healthy platform you want to see good performance metrics in those and then we unlock a lot of other Telemetry around job and different areas within the platform um that matter to you as you're managing and on an ongoing basis one of my favorite reports to show here is the database growth report um this report again you can look at it for up to um a six-month window but there's one view that's going to load here in a second that gives you really good um visibility into your individual table sizes um and the growth rates around those so upon loading again getting some of those High lble kpis and information so you're at a 17 terabyte instance what are your largest tables what are the fastest growing quick insight you're able to see the trends of your DBI and some of the core tables and then I love this view here the database growth view so you're able to look at all of the inst all the tables on your instance and see the growth and growth rate over a single day and 7day period of time and you're also able to alert against this as well um in case tables start to grow sporadically um unknown to you you're able to alert and monitor those as well and when you're looking for specific tables you're able to go in and search so you don't have to click through the long list of tables really really good view and then as I mentioned the alerting uh perspective there's two different um or four different alerts available to you from a Channel's perspective you're able to configure email and text message alerts and then you're able to integrate service now and or instance Observer with service now and third party applications as it relates to alerts so you're able to leverage AP AI web hooks um to integrate different alerts that you have set um to trigger workflows either in service now or thirdparty application and currently there's 30 some um different alerts that you're able to configure across the Telemetry that I talked about um and just recently we released the io recommendation this is where we look at your instance um understand the historical trends of your instance and provide you with a proposed threshold that we think is worth monitoring based on how your instance operates day over day so you can see here from a transaction perspective instance Observer is recommending that for setting a threshold for the moving average increase by 80% of the historical median for more than 5 minutes and if you were to have the um this um alert set over the last seven days you would have received three alerts um from instance Observer so you'll continue to see the io recommendation come across the other Telemetry types as well um it's only available for subset but as you look at these different Telemetry families by and large there's an alert associated with each Telemetry family so this is again an area where you're really able to unlock um instance performance Telemetry understand how it works um day over day educate yourself and then start to take action and monitor proactively with alerts so that you can rest assured um you'll be notified and identify anything that's going wrong on the platform or potentially going wrong and then lastly as I mentioned um the access to experts so your impact Squad they're going to be partnered with you throughout your service knob journey and then through the accelerator catalog um specifically the technical accelerators um you get access to a very robust catalog associated with overall platform management um and platform topics and then also um product specific accelerators um looking at you know the tuneup accelerator for an example that's where we do a deep dive analysis of um different product lines and really understanding um what do you have on the on the platform today how is it configured from a best practice perspective and then where are areas of opportunity um to address some of the technical debt or potentially um adopt more capabilities um so again when you couple the three of those um pillars it really helps you manage a high performing platform and really understand how your instance is configured and making sure it's positioned for Success um so I'm going to pause there stop sharing my screen um hopefully that excited some of you in terms of the capabilities um there's a lot of exciting things coming in the road map ahead especially next year um where we're really going to turn impact platform Health into like a system of action and allowing you to be really proactive