Knowledge 2022
227 sessions
Revolutionize your versioning upgrades
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello. Thank you for joining me today to talk a little bit about how to revolutionize your versioning upgrade. I am Paige Duffey. I have 12 years of experience developing on and supporting ServiceNow. I've worked in the capacity of a senior developer, product owner, and process developer. So why should you listen to me about upgrades? In that 12 years of experience, I have run dozens of upgrades for various customers, and then in the last five years, I have successfully run twice yearly upgrades for a customer who was in minus 1. Today, we're going to talk a little bit about the problems that I found during the upgrades I've have done then some solutions that have put in place over time to try and solve those problems. And then ultimately, an app that I built to try and help solve all of those problems in a nice single solution. Just to be clear, this presentation will not be covering the overall upgrade process. So first, the problems with upgrades. A lot of my issues with upgrades came around tracking. I needed to track a lot of information, and it was sometimes difficult to do. I wanted to track the testers, the areas to test, testing compliance. Ongoing defects and incidents after the upgrade, and then I needed a way to effectively communicate out all of that necessary information to my stakeholders. And then lastly, providing relevant resources in a way that was easy for them to access. Over time, I built up several not so great solutions. They worked for the time, but they all had their problems. One of the first things was trying to track the testers. So I would create a bunch of scrum tasks off of a story. That story was for UA testing for Rome. We would create those testing tasks for each individual tester and then they would go in and complete them. And while this worked, there was a lot of manual work that had to go into that. So after each upgrade, I had to manually load the data. I would export it, make the changes that needed to be changed, and then re-import it. So not only was that time consuming, but it also made it really difficult track those testers over time. So if someone changed in between upgrades, even if they let us know, I'd rarely remember when the upgrade came around again that person needed to be changed out. Secondly, in order to provide all of that information to our stakeholders, I did create a dashboard. And while, again, it served a need, there was a lot of manual effort that had to go into that. It provided those resources, but for each and every upgrade, I was going in and making a lot of manual changes to it. And then on top of that, there were some reports that were developed for that to track things like defects, and because there was no easy way to connect those records back to the upgrade, the best I could do was update the reports each time to look for keywords like Quebec, and that was always somewhat unreliable. And then lastly, there was a lot of stuff that was being tracked within the changes and the releases, but it was all being done manually free text in things like work notes. There was never a single place to store it, so oftentimes, you have to go hunt it down. Where did Paige put the ServiceNow change record this time? Was it in the release? Was it in the chain? Was it in the work note somewhere? We did take advantage of releases and ServiceNow, so every story was associated to a release, and those releases were associated to the change, so that was one easy way at least to track everything that was going into that upgrade. And then manually built out release notes for every single upgrade. But I wanted a better solution. So about a year ago, I started thinking through how we could do that better. I tried a lot of different things. I tried project management. I tried changing how we were doing it in Agile, and none of it really worked for me. So eventually, I just decided to go ahead and create an app. And what I needed this app to do was house the version versioning information, including like the release notes from ServiceNow. I needed it to track the upgrade dates which included things like the go live date, backup go live date, and testing completion dates. I needed it to house our internal release notes, our internal change release records, and then a place for the external ServiceNow chain record. I also needed it to help me manage the testing better. So I wanted to manage all the different testing areas. I wanted to be able to associate an individual tester with those testing areas, and then I wanted to get rid of that manual process and automatically generate those testing tasks, and then lastly, of course, being able to track the completion rate of those tasks. And then lastly, I wanted to be able to associate other records with my upgrade. So no longer did I want to have to look for keyword. I wanted to be able to look at a single field and go, this is all associated to the Rome upgrade, and then automatically build up the release notes. So this was the design I came up with for the app. Each box represents an individual table. This is what worked for me. Obviously, if you were to go build something like this yourself, you could do it a little bit differently. You probably don't necessarily need five tables. You could put a lot of the versioning information on the upgrade table. Maybe you want to use something like test management instead of building out your own testing tasks, but this is what worked for me in the environment I was in. And it's the versioning table that contains all the information on the actual version. The upgrade table, which will contain all of the other relevant information around the upgrade, testing areas and testers, which are associated and then all that comes together to create the testing tasks. So next, we'll look through what those records look like. This is the versioning record. Like I said, it contains basic information about the version. I did-- when I developed this-- try and make it something that could be used for other products. If it was successful. Maybe there were other products that had the same struggles that I did, which is why you see the field for product. Additionally, it's got the release date and then the version information, as well as a link to the documentation. Next is the upgrade record. This really holds a lot of the need of what I was looking for. It references back to the versioning record. It has a state field so I could track that upgrade from planning to testing to the free state between testing and actually doing the upgrade and then completion. It house the go live and backup go live dates, the testing completion dates, and then towards the bottom, obviously, you can see where it relates to all of those other records that I wanted. The change record, the release record, and then some internal KPs. And then lastly, the ServiceNow change record. Next, we're the testing areas and the testers tables. So these are two very simple tables, but they were just a really easy way to track that information. So it's a table that just contains all the different testing areas that this organization wanted to test against. So change management incident management compliance things of that nature. And then the actual testers table associates a person to the testing area, and then because it was done this way, you could associate multiple testers to a single area or a single tester to multiple areas so that they could track that they had tested each area that they wanted to sign off on. And then next was the part I was most excited about, which was getting rid of that manual task to create all of the upgrade tasks. I created a UI action, and that UI action would go and query the testers table and then generate all the testing tasks that were necessary for that grade and make all the appropriate associations within those tasks. So it would associate it back to the testing area to the upgrade, assign it automatically to the person and let them know that they've been assigned to it. And then there were fields for test results in the state. So you could easily report on what had been completed and what hadn't been completed, who had done their testing tasks, and who we were still waiting on. Next, this is actually a picture of the old dashboard. I did want to go through that real quick and just show you what that looked like. And while it was very, very useful really, really, really get into how much of that was manual. So this is what we provided our stakeholders, and while all of it was incredibly useful, prior to every single upgrade, I had to go manually make all of these changes. I went in and changed it from Paris to Rome, changed the dates manually, updated the links to the proper release notes, went in and manually changed the reports to search for those new keywords. Went into the user acceptance testing reports and changed all of it to point to the now new story for the test. And that was something that I did every single upgrade. But with my app, I created a new workspace and with that I created its own dashboard, and I was able to automate all of that. So I created a single place to store all of the relevant information for the upgrades, and because of that, I was able to automate all of these manual tasks that I used to do. So now, whichever upgrade is marked as the current upgrade will determine what all is shown on the screen. So I don't have to go in and update all of those dates within the dashboard. I just create the upgrade record and market is current, and it automatically does this. Even things like the release notes link is automatically grabbed from the versioning record. I'm not doing anything else other than just filling out a couple of forms. And then because it's so much easier, it actually allowed me to pass that on to other people to allow them to do it. I wasn't trying to explain this complicated process of exporting things and importing things and go to the dashboard and change all of these records. All I had to do was go fill out forms. So what I really hope that everyone gets out of this is that, while it is a really simplistic app, I think it shows the power behind even the simple apps and the value they can bring. It brought a lot of value to me into the team that I was on, because we were able to cut out some of the manual work that we were doing. So it's really easy for us as developers to get caught up in what we can do for everyone else and not take the time and effort to improve our own workflows. So I invite everyone listening to this to spend some time on yourselves and improving your own internal processes. And by doing so, I think you'll see that you save your time a little. You save yourself a little time and a whole lot of sanity. Lastly, thank you so much for joining me today. Feel free to contact me. My email address is [email protected]. You can also usually reach me on SNDevs Slack. My name on there is just Paige, and then lastly, be sure to check out the women now blog. There's some excellent content out there. [MUSIC PLAYING]
NEW: Public Sector product strategy
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello and welcome to this product roadmap session for Public Sector Digital Services. I'm Jacquie Hirsch, Head of Industry Marketing. And I'm joined by my colleague, Abhi Rele, Director of Product Management. In the next 20 minutes or so, we'll share what's new and exciting in the public sector with our latest technology innovations. And though our product is new, our work with government is not. ServiceNow has a long history of working with public sector organizations to solve all kinds of challenges. And we'll tell you how you can learn more about those as well. So let's begin. The May quarterly store release adds new levels of productivity, low-code governance, and innovation wherever work happens. And we're announcing the introduction of Public Sector Digital Services, enabling governments to deliver personalized, frictionless, and anticipatory services to constituents. It can also help to increase access and equity, transparency, and trust. So whether you're leading a large federal agency or contemplating the introduction of a local 311 service, our solution can be part of your technology and services evolution. Government is an important audience for us here at ServiceNow, one that we've organized around. We have specialized sales and solution teams who understand the unique needs of the public sector related to privacy, security, availability, resilience, and modernization. You might be wondering why we chose Now to introduce this purpose-built product. Governments around the world are working harder than ever to keep up with demand that's been caused by the global pandemic, the economic downturn, and the resulting disruption to our daily lives. There are also new dynamics created by climate change and demographic changes. And until recently, government has suffered from a decline in public trust and a widening performance gap relative to that of the private sector. But now government's beginning to turn the corner and moving to more adaptable cloud services and nimble work processes with mobile first deployments. And these are some of the key trends that ServiceNow has been monitoring that made us feel like now is the right time to formalize our efforts. Hybrid work. Hybrid work is here to stay. According to Forrester's 2022 Public Sector Predictions Report, one third of global civil servants will become permanent hybrid workers. Departments that fail to adapt to this new dynamic will risk a loss of personnel to either the public or private sector. Now to work effectively, these hybrid and remote employees will need playbooks, enabling work spaces, and knowledge management tools, as well as secure connectivity and intuitive application design. Government work is ripe for automation and digitization. Capgemini's 2022 Public Sector Trends Report highlights the continued cloud adoption of governments and the new openness to multiagency and multinational data sharing to power government performance. Forrester predicts that globally, governments will expand their use of robotic process automation, RPA, to eliminate repetitive, low-value tasks and will automate up to 10% of routine work. Automation centers of excellence will help departments bridge strategy, operations, and training. And efforts at improving CX are yielding results. One example of improved customer experience is the US federal government in which high-impact service providers are reporting gains in both customer satisfaction and trust according to Performance.gov. In the US, the 2021 executive order on transforming federal government experience pushes agencies further forward. And now, public sector digital services is one more tool that they have towards their efforts. Agencies provide important information and a wide catalog of services to many types of constituents. Individuals, businesses, and organizations all need to interact with government in unique ways. Visitors may need transportation or recreation information, perhaps event tickets or a beach pass. Residents might take note of maintenance that's required on their streets, or their sidewalks, or to their local signs. And they might report that for action. Or they might need more time-bound essential services, such as housing assistance, rehabilitation services, or government-issued identification. Businesses require permits for building and zoning. Professionals require licensing of all kinds and even routine matters like the retirement of a vehicle from a business fleet need to be handled. Interactions with government may be frequent or infrequent, urgent or time-bound, formal and informal. But all of them are important to the requester. However, constituents routinely lack visibility and sometimes receive slow responses from their government. Why is this the case when one of the primary responsibilities of government is responding to its constituents? One reason is that government suffers from aging technology-- old systems, premise-based architectures, applications that are out of date were written in archaic programming languages. You would not be surprised to find green screens still in some of these offices. Another reason is that customer experience, until recently, hasn't been a focal point of government. And now, the public sector is pivoting to really cultivate an engaged, interactive, and advocating constituency. Finally, there have been barriers related to data or shall we say trust. Data and trust, the movement of information between agencies being limited by both technology and processes and in some cases outdated thinking has limited progress in transforming these vital everyday experiences. Public Sector Digital Services helps governments with these challenges at the engagement layer and beyond it. Delivering a consumer-grade experience, the kind that we all expect in our daily lives means supporting digital-first interactions from any connected device, including a smartphone at any time from anywhere. And this includes options for self-service, assisted self-service, and full service. And that can vary depending upon the constituency and the use case. And this is availability that we've come to expect in our lives. And it goes far beyond what's typically offered in the 08:00 to 17:00 office hours of government agencies. Think about how much more time can be returned to citizens who don't have to travel to government offices or spend time waiting on lines. And how much more environmentally friendly could government be by eliminating paper-based processes? When information is ingested digitally, it's so much easier to be actioned, stored, and routed. And all of this without the risk of loss of forms or data on someone's desktop. And this is where ServiceNow really comes to the forefront in helping to add a high level of automation end-to-end in these digital processes. By creating visibility to work in process, we eliminate unnecessary follow ups which add time, touches, frustration, and expense for all parties involved. Total experience is likewise improved. Government employees are united in a system of action with one data model on one platform. Staff is able to accomplish more with more confidence, greater predictability, and consistency. By breaking cases down into tasks, and by connecting to any system where work is done, ServiceNow enables a single process flow across people and functions. This allows for multi-step processes or multi-agency work to be orchestrated in the most efficient manner with full transparency to where things sit. Let's consider an example of a transition program to reduce recidivism. A job services agency, a mental health agency, and a criminal justice agency might all partner to support the needs of a probationer, each with their own access to only the necessary information that they need about that individual but working in concert to best support their ongoing success. Think of our service catalog as exposing the back end of government directly to requesters. Almost any request type, any service that government needs to provide can be selected and exposed. And using our AI and operations management capabilities, we also are able to offer proactive service, which means that if some system or application is subject to degradation or shut down, we can identify that and initiate the resolution to bringing it back online as well as notifying the right stakeholders. So think about being on your way to the motor vehicle department to sit for a driver's permit exam, for example. And perhaps the testing system goes down. ServiceNow could help identify that outage and identify you so that you could reschedule your appointment. How convenient is that? Public sector digital services joins our portfolio of industry-based solutions for telecom, technology, health care, manufacturing, and financial services. These industry products are built on our mature customer service management product and our field service management product, all built on the Now platform. Now I'll turn it over to Abhi who will show you the product, Abhi. Thank you, Jacquie. We clearly have an opportunity to help the government. And hello again, everyone. I'm super excited to share more details about our newest industry product, Public Sector Digital Services. Public Sector Digital Services is a digital platform that helps governments modernize, digitize, and speed up the delivery of government services. We've built a product in a way that will make life easier for government agencies and the constituents that they serve. Public Sector Digital Services is comprised of five key components. The first is out-of-the-box data models that are purpose-built for government so that governments can focus on delivering innovative services, not on maintaining costly customizations. The second is a constituent experience that makes it really easy for constituents to request services and then track their status. The third is a modern configurable agent experience that helps government employees deliver services quickly. Fourth are packaged KPIs and dashboards so that governments can monitor service delivery and improve its performance. And finally, packaged workflows so that governments can launch new services quickly and expand their services portfolio. And all of this is built on the ServiceNow platform. So governments continue to benefit from the low-code development integration, automation, and workflow capabilities they've come to rely on. So with that, let's dive in. When we were building the product, we spoke to a number of government customers. And we noticed a pattern. Governments were spending a lot of time, effort, and in many cases, sleepless nights building and maintaining bespoke applications and integrations. Each customization added to the complexity. And each government customer did it in its own unique way. So the first thing we decided to build in Public Sector Digital Services is an out-of-the-box data model foundation that incorporates best practices we've learned in working with many government customers over time. With this data model foundation that is tailor made for governments, they can model constituents they serve, the households they're part of, the relationships that exist between constituents, and the relationships that exist between government employees and constituents, for example, a case worker and the household that they support. They can also model these services that are offered to constituents and the services that are received by a constituent. Now, as Jacquie mentioned, if you're familiar with our Customer Service Management product, you'll notice that we are leveraging the proven constructs from CSM. A constituent is an extension of consumer. Services offered is an extension of product models. While services received is built on the install base data model. All of this, so that governments can focus on building and delivering innovative services. Second, we're providing a new government service portal that makes it easy for constituents to request services and track their status. This new portal is responsive, which means it works on the web as well as mobile web. And it is pre-wired to recognize the new government-specific data model. This means that when a constituent comes to the portal they can view a government-specific service catalog, view a list of services that are offered, and request the one that they need. Now each service can be configured to capture information that is specific to that service. And once the request is submitted, it can be automatically routed to the team that supports that workflow. The portal also enables constituents to get quick access to their profile information, such as their name, their contact info, their address details, their household details, and other identification information like a driver's license number. Constituents can come in and view the services they've received in the past. They can track notifications for any updates on cases that are in flight. They can even self-register for an account if they don't already have one. Governments can use the portal to publish any announcements that might be important for those constituents. And constituents can interact with the portal, either through the web or mobile web interface, or through a chat bot interface, making it easy for them to interact with their government on a channel of their choice. All this to make it easy for constituents to request services. Third, public sector digital services provides a configurable modern agent experience that helps government employees deliver constituent services faster. And this agent experience is also pre-wired to recognize the government-specific data model so that when a constituent calls in either via phone, or contacts the government via chat, or maybe the government service agent is working on a case, they have a 360-degree view of the constituent, including their profile, recent interactions over chat or phone, recent cases that were submitted, household details, services that were received, and many more. They can create new requests on behalf of the constituent. They can even create a new constituent record on behalf of the constituent. This is extremely useful when serving constituents who might lack internet access and might rely on the phone channel to get help. And this workspace takes into account security. You can configure it so that agents only see the cases that they are responsible for. And we are also providing encryption so that governments can encrypt sensitive fields like personally identifiable information. Next, we are providing out-of-the-box analytics and dashboards so that governments can monitor service delivery and improve performance. These out-of-the-box dashboards provide KPIs, such as the number of services offered, the average response time on services, services by type and priority, and many more. We've also included some nifty widgets like the services that were most and least requested or services with the fastest and slowest resolution time. And all this is built on the ServiceNow platform so that governments can easily extend these out-of-the-box KPIs and dashboards or build their own. And finally, governments can quickly deploy new constituent service workflows by combining the out-of-the-box data model and the low code development capabilities of the ServiceNow platform. Governments can create new services or extend the out-of-the-box workflows. This helps government launch new services quickly and expand their services portfolio. Next, let's take a look at a demo of Public Sector Digital Services. Let's start with the experience of a citizen named Diane Berryman. Diane recently got married. And after coming back from her honeymoon, she needs to get a driver's license with her new name. But as many of you know, changing your name can be a daunting process. She's not sure where to start. So Diane hops under her computer and logs into her state's portal. Here, she can view important announcements as well as a list of popular services and requests. She's able to chat with a Virtual Agent and is prompted with a menu of options. She types that she's looking to change her name and get a new license. And the Virtual Agent sends her a link with a form to get her name change started. She's able to fill out the form with the details of her new name and attach a copy of her marriage license and other required documents. When she clicks Submit, she gets confirmation of her request where she can receive status updates. And because she indicated she owned a car on the previous form, she's offered next steps to complete, including filling out the form for updating her vehicle registration. And she's even able to set up an appointment to visit the local motor vehicles department office to have all her documents verified and updated in person. How convenient is that? Now Diane wants to have a little fun with her new name and is interested in getting a vanity plate for her vehicle as well. But she can't find the service online so she's going to call the citizen support line. Let's shift over to our agent, Brittany, who can help resolve issues fast. Diane's call is connected to Brittany who is in her configurable workspace. And as she's talking to Diane, she can verify her information in the system. Brittany also gets a single holistic view of Diane, which includes her profile info, prior interactions over all channels, requests raised, household members, services received, and more. Brittany sees Diane's recent driver's license name change request as well as her car registration update and upcoming appointment. To make the experience better for Diane, Brittany initiates the request for the vanity plate so she can also have that ready for her appointment. What an easy experience. A few weeks later, Diane is at the motor vehicles department with everything she needs to smoothly update her records. But we're not done yet. The department has been collecting data. And their analyst, Tom, is reviewing his dashboards on which services are getting the most use. Here, he can see the services that are taking the most amount of time to resolve. He sees that there's a lot of demand for vanity plates. And this process is not yet on the portal. Tom can quickly create a new service for the new online vanity plate request. And now it's ready for residents like Diane to select from the portal. By the way, Diane got her personalized plates in the mail. And you can tell by the name that she is-- wait for it-- very happy. And that is how Public Sector Digital Services is making life simpler for government agencies and the constituents they serve. And this is what we've delivered so far. We have an exciting product roadmap plan with four store releases per year delivered through the ServiceNow store. Looking ahead, we plan to include support for businesses requesting services from the government, as well as packaged playbooks for appeals and inspection and packaged workflows for licensing and permits as well as service requests. We also plan to include support for agency services. And there is much more planned in the future. Like any roadmap, it is subject to change. But if you have feedback, or input, or suggestions, please do not hesitate to reach out to us. With that, let me hand it over to Jacquie for some important announcements. Thank you, Abhi, for that thorough explanation of the product. We want to help you accelerate your digitization efforts. Here are some easy ways you can get involved with us. First, check out our page. There you'll find stories about how the Now Platform has created success stories for all levels of government, globally. You'll hear from cities such as Geneva and Copenhagen, Los Angeles and Denver, and States, such as Washington and Tennessee, agencies like Defra and the Dubai Silicon Oasis Authority. Two, request a demo. We'll show you the ease and flexibility that Public Sector Digital Services can bring to your transformation plans, shaving months, if not years, off your timeline. Or three, meet our team. Our sales and solution consultants are eager to consult with you on your challenges. And they'll glean insights from the work that they've already accomplished with like-minded peers from other public sector agencies. They'll show you how simple it is to extend your existing ServiceNow implementation or to overlay a new instance on top of your existing technology infrastructure so that you can move quickly and nimbly to transform and accelerate. And there's much, much more for public sector viewers here at the Knowledge Digital Experience. You won't want to miss these sessions that we've curated for government. Session 1556, our government channel opener featuring the city of Santa Monica in which Joseph Cevetello, the Chief Information Officer, explains how he and his team introduced a digital City Hall. Session 1541, delivering frictionless customer experiences that drive long-term loyalty. This features Pat Snow, the Chief Technology Officer from the state of South Dakota. Session 1203, this is an incredible use case story of emergency housing assistance delivered by the state of Montana in under 59 days supported by ServiceNow. And Session 1693 in which the state of Tennessee offers a retrospective on how they've reduced resolution times and improved their citizen services. How's that for a lineup? On behalf of Abhi, myself, and our entire government team here at ServiceNow, thank you for joining us today.
Ignite IT service productivity with Client Software Distribution 2.0
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hi, everyone. Good evening, good morning, and welcome to the Knowledge 22 session. Here, we are to demonstrate CSD 2.0 as an application and JAMF as an integration with CSD 2.0. So today, we had three speakers along with-- two more speakers along with me. So we have Inderjeet, who is a software engineer from my team and Sugandh, who is the product manager for the CSD 2.0. Inderjeet, can you quickly introduce yourself? I'm Inderjeet Singh. I work as a software engineer at ServiceNow. And I'm part of Platform Integrations Team. I work majorly on spoke and app development. Thank you. And myself, I'm Murali. I work as a software development manager in ServiceNow since a couple of years. And Sugandh had been a product manager since a couple of more years than me. And if we move on, we have a packed agenda for today for this demonstration. So we divided this demonstration into three or four different sections. Where in section one, we talk very briefly about what's CSD, I don't know. The next section talks about how CSD should be utilized by any given customer in their instances. And section three talks about real use case of using JAMF as integration and deploying a sample software to an iPhone. And we have a bonus section. If we have some more time remaining, we are open for Q&A. So if we slightly deep dive into what CSD 2.0 is, it's an application that is available on ServiceNow Store. And we use this CSD application, there are few prerequisites that I'll be talking about in the next slide. So it needs a prerequisite of IntegrationHub Enterprise License. So this is the basic need which allows for the flows to be created and flows to be modified by customers. And along with this, the CSD 2.0 application and the JAMF Spoke should be installed on a given instance. So we'll be in the next section, we'll be demonstrating on how to use these three components together to see a real time deployment of software. So once these triggers are available, then if we go into what CSD 2.0 is, it allows an administrator of ServiceNow to deploy and manage softwares of customers who are already doing it with their JAMF and similar providers, whether it is SCEM, or whether it's Microsoft Intune, or it would be even Ivanti LanDesk. So CSD 2.0 enables administrators to maintain a list of records of how many licenses they have. And they can create a software model around how to maintain this list of data, how to rework, how to deploy, manage the license, and all these details. So we'll walk you through those details shortly. So Inderjeet, can you please speak about JAMF now? Thank you. So thanks, Murali. So now, we'll be talking about the JAMF Spoke. So JAMF Spoke allows you to manage various entities, such as users, groups, and your devices on the JAMF account from a ServiceNow instance, shown on this slide, a screenshot of a few of the actions which we provide with the JAMF Spoke. What is CSD 2.0 and JAMF integration? This is a built-in support for JAMF software provider which allows you to distribute software for JAMF managed devices from ServiceNow, which it does through discovering the required data from JAMF server. Then it allows you to create catalog items using that data for software. And once you order the catalog item, it will automate the deployment and revocation through the default JAMF flows. But you can always customize the required flows as per your requirement. Coming to the use cases, which CSD 2.0 supports, as already mentioned, it will automate the software deployment and revocation for you once you order catalog item. It does perform a license check if you configure the catalog item to perform same before deploying. So that you make sure you have the required licenses in your account. And it allows you to manage software releases. And it does deliver notifications based on your lease expiry date that is also configurable, like how many days before the expiry you want the notification. And it integrates very well with the existing SAM solutions, in case you want to consume your license and software model data from SAM plug-ins. What is a CSD 2.0 provider? So CSD 2.0 provider means any third party software provider which can be configured to distribute softwares through CSD 2.0. And it must be configured with a set of tools which are used for deployment, revocation, and discovery of data. And it must also be configured with required tables to restore software and its related configuration data. What is an order client software flow? So this is a main entry point for a catalog item. Once you order a catalog item, order client software is the default flow which will be kicked off. And it performs various checks, such as it will create approval request for your manager if your catalog item is configured to do so. Also, it will perform a license check if license is not available. And it will create a catalog task. So that you can procure the license. That also depends upon your catalog item if that is configured to perform a license check. And it will create the required lease records. And it will schedule the deployment flow based on your lease start date. And it will send a mail that your deployment scheduling has started. As we discussed, order client software will schedule deploy clean software. So deploy client software will create an entry in requested software in CSD. So that you can track what are the softwares you've requested so far. Also, it will trigger the provider specific deployment flow. Let's say you-- in this case, we have JAMF so whatever flow you have configured for JAMF, it will trigger that. That flow will actually send the request to third party, which is JAMF in this case, to actually deploy your software. And in case deployment fails for some reason, it will create a catalog task. So that you can resolve the issue and retrigger the request to deploy it. Now, coming to section two before moving on to the next slide, we will move to ServiceNow instance. And we'll do the required configurations to have a JAMF Spoke running. For this, we will have to configure JAMF Spoke with the connection credentials set up. You can move to Connection and Credential Aliases. In there, we will have a JAMF entry with the name JAMF. We have similar default template. So that it's easy for you to do all the required setup. Here, you give a name for your connection. And here, you give the connection URL for your JAMF account. So I will give one for mine. And here, you give the username which you used to log in to your JAMF account. And here, you give the password. And here again, you give the connection URL. I will just paste it from the top. So verify these details are correct. Once you do that, click on Create. So we have-- this way, automatically your records for connection credential will be created. So if we move on, now your connection credentials setup is done. If we move on to CSD module, we have a list of providers currently building support for JAMF and Microsoft Endpoint Configuration Manager. The process to deploy, discover, and revoke is almost the same. So in this session, we will be talking about JAMF. But the process for any given provider is almost same. So if we go to the JAMF provider, if you see, we were talking there are a list of default flows, which are already configured. And they are a list of tables which store the required data. So you can always configure these flows as per your requirement. You can build customized flows and change this. And here are a list of properties which you can configure. So first is the property with which you can configure it to use SAM plug-in if you want. That way, we will consume the SAM software model and license information. And you can configure all of the other properties as per your need. And here, we will be creating requested software entries. Let's talk about data discovery in JAMF. So in the JAMF model, we have applications, groups, and policies. These are the data-- this is the data, which we we'll be discovering from the JAMF account. And if we go to the server instances, we will have to create a new entry. So that we can perform data discovery. I will give it the name JAMF. And here, we have to specify a Connection Credential Alias. For now, we just support only the default Connection Credential Alias, which is shipped with this Spoke. So once you do that, you will have an option to discover the data. It will retrieve the application groups and policies from the JAMF server. I will click this. Then we can go to Flow Designer, if you we will see. It will trigger your discover and store data flow. Once it's completed, it's complete now. So if we go back, in the applications, we have a list of applications we have on the JAMF server, similarly, groups and policies. So this is of-- let's move back to slides. What is a discovery flow? As we just saw, that discovery flow brings all the required data into ServiceNow instance. So that you can create the required catalog items. We have already seen how to run it. What are software model and licenses? Every JAMF application must be linked with a software model before creating catalog item. This way, it allows us to perform a license check. So let's move on to the instance and see about the software models. So if you move to software and the software entitlements, this is a license table. Here, you create the required licenses. Let's say, test license. And here, you create the software model, whichever you have. So I have a few of the models already created. So I will just link it, any model. Here, you can give the number of licenses you have. And this is the allocation type. So this-- whatever group you are-- JAMF group you are using for deployment, it depends upon that. If your group type is computer or mobile, then allocation type will be device. If are group type is user, then it will be user. So create that. And it will automatically create the allocations available for you. Whenever you are allocating it, it will automatically recalculate your available allocations. So let's move on to slides. So this is how software model and licenses work. In the deployment flow, as we saw, we discovered schedule discovery of data from JAMF. Then we create and correlate software models to the third party provider to CSD or SAM environment. And as we will see later on, we will create the required software configurations. And then we will create the catalog item. So if we have to see, this is how it works. We have a software model, which we link with the software. And with that, we create a catalog item which is made available in the service catalog. And after that, once you request that item, entitlement check and approval check is done. And deployment is automatically triggered. And we will also make a check of license availability in case catalog item is configured to perform that. If license is not available, we will create a fallback task to obtain license. Once you resolve everything regarding that, we will send a software deployment request to third party provider. And then it will be deployed. Now, coming to the section three, we will do a demo on how to create a catalog item for software and how to actually deploy the software. So if we go to the JAMF applications, so let's take this first application. So we will be doing demo through our iPhone device. So we'll take only the mobile applications. So let's take our Adobe Acrobat. So in here, we have CSD software model. You can create a software model using Create Software Model. But you can also link an existing software model here. So let's go there. You can also create a new software model from this dialog. But I have already software model created. So I will just use that. So once that is done, as I mentioned, we will be creating software configurations, which you can create from the related link. Or you can create from this link. I will give it a name. So it will be software config. And then you specify your group, which is configured to have Adobe Acrobat deployment. And type of group matters to decide the license. Group type is mobile. So license type, which will be checked, will be of a location type device. So I will submit this. Now, we have the software configuration created. But you still see you have create software configuration available, which means you can create multiple software configurations. And any catalog item, you can decide which one to use. Once this is done, you will have the option to create a catalog item. Let's do that. So this will take you to this view, where you can specify all the required options for your catalog item. Let's give some category, Department Services for now. Access type, access type has two values, dedicated and restricted. If you specify it as restricted, this means user can order it only for themselves. But if you specify it for delegated, then they can order it for anyone. Let's go with delegated for now. We have all the required options as required. So if you see in the flow, we have our client software, which will be triggered. But you can also customize it to use any other flow as well. But make sure to create all-- create the flow, so that it creates all the required records, as we mentioned earlier. So you can give all these options. So let's save it. So for CSD 2.0 catalog item, there are a few other configuration values which we need to set. By default, we create one record with default values. If you see here, you can specify if you want to skip approval or you want to perform a license check. Let's do a license check and let's skip-- let's perform approval check. And here in the software configuration, as I mentioned, you can create multiple software configurations and specify which one to use from here. Let's update. OK, this is done. So this will be available in the service catalog. Or you can also do it in the service portal. Let's do it in the service catalog. I don't have the section either. let me check. We go to service catalog. We have departmental services as the category, which we added. This is the catalog item, which we just created. If we go to this one, we specify the type as delegated. So we see the user field. If we set the access type as restricted, then user field will be hidden. I've created a user, K22 test user. Let's install for that user and select the device. We will be doing it for iPhone. And let's give the lease date as the current time. Let's specify a few seconds of it. And give a lease end date. Once that is done, click on Order Now. Once all that is done, we go to the request. And here, we mark it as approved. It's going to be closed. Now, if we go to the flow executions, order client software will start. But it's configured to ask for approval if you see. So we are waiting for approval from the managers, from manager. So we will impersonate as that manager. So K22 test manager is the manager for the user. So we'll impersonate as that and approve it. Go to Approvals. If you see, approval is done. So we'll approve it. So this is done. I will end it. So the request is approved if we go here. So this is completed. And our license was not available. So we will have to create the license. So I will create the-- we did not create any license. So that's what we have to do now, any software entitlements. We will have to create a license, Adobe Acrobat license. And here, you have to specify the software model which you used for that application, which is Adobe Acrobat. And here, you give the number of rights. Let's give it 10. I will save it. If we go here, we refresh it. So once we have created the required license, we will have to resolve the catalog task. So we will approve it. The state should be Closed Complete once we do this. And now, if we see, license was assigned. Also, if we go here to our license software entitlements, license allocations available is all-- automatically calculated. So this is done. So deploy application is in progress already. So I will share screen from my iPhone device to show that the request is sent to the device for deployment. So I will share. So as we can see, this is about to install and manage the app Adobe Acrobat Reader from the App Store. So I will click Install. This is the app which we sent for deployment. So it will take some time. And so loading, as can be seen on the screen. So while it loads, we can move on to next part. I think it will take a few seconds, maybe we can wait. Yeah, it's installed. As you see, this is the app. Now, I will stop shaking my iPhone screen. And we'll move back to the slides. So this is how we solve how to create catalog items and to deploy it. But if we move back to the instance, in the requester software, you will see the software which you have requested so far. And you will have the requested item linked. So for this status, if you are using SAM, we will be updating it to install or whatever the status will be. But if we are using just CSD, we are keeping it as not synced for now. So this is-- and if you want to see the list of software items which you created with CSD, then you can navigate from Software Items. So this is for creating catalog item and deploying it. If we move back to the PPT, in the bonus section, we will talk about how to manage software release and replication. So if we go to requested software, there, you will have option to extend the lease or to revoke the software. Let's do the extend lease first, because if we look, we cannot extend it. So we will give it some other day. Let's say we are giving it 30. So if we come here, in the extended lease, as the catalog item was configured to have a manager approval. So it will create-- extending a lease will also require a manager approval. So if we go here, we will impersonate and approve. So we will approve it. We will end the impersonation. If we go here, it is complete now. If we go back in the requester software, [INAUDIBLE] the requested item. We will see the lease date is now 13/5, which is the extended date. So also whenever they lease expiry comes, software will automatically revoke. But if you want to manually revoke it before that date, you can click Revoke Software. So this will trigger the revoke flow, revoke client software flow, which will trigger the client provide a specific revoke application flow. And it will clean up all the lease records. So if I go to the my mobile screen, I would share my mobile screen again. So soon, it will be removed from here. Now, as it can be seen, the app is gone as we revoke the software. So it will clean up all the lease records. Also if we go to the outbound mails, outbox, as you can see, different mails were sent. Extension request, approval request, request for has been submitted for extending lease. And this is a lease expiring mail. Then this is software is deployed. Then this is deploy request is scheduled. So all these kind of mails, if you see what's sent for the user, and this was for the manager. So these are all mails we sent. So moving back to the slides. This is end of the bonus section. We covered managing software lease and revocation. So similarly, if you want to integrate any new provider with it, make sure you create all the required flows. And you have all the required tables, which can store your software data. Once you do that, you can just click new here and gave a name to your provider. And then provide the required flows, give a software configuration table, and provide a software table. If so, that much easier to integrate any new software provider. Once you do that, you can just click Submit. And whatever process we have seen for JAMF for discovering, deploy, revoke, or extending lease, same processes applicable for any software provider which you will be integrating with CSD 2.0. Now coming the key takeaways from this session. So with CSD 2.0, we can automate the software deployment and revocation. As we saw, you just submit a catalog item. And every process for the deployment was automated. And then you and we just clicked Revoke Software, and it was automatically revoked. And coming to license check and lease management, as we saw, we didn't make a check for license. And it was not available. So we created the license to solve the catalog task. And then it was resolved. Similarly, we were managing lease. We saw how to extend the lease and how flows are triggered based on lease date. And as a last point, this is a local solution for integrating any third party software providers. As we saw, you can just build the required flows. You can set up what tables you need. And then you can just create a new provider record. And the process is the exact same which we followed. Thank you Inderjeet for the wonderful demo. So we look forward for any questions. We are available virtually. And we'll be deploying more number of spokes that can integrate with other providers, as I mentioned, like Ivanti LanDesk, Microsoft Intune, and others in the coming quarters. Thank you, everyone. [MUSIC PLAYING]