Q&A From the VIDEO BROADCAST: Going Live! The Istanbul Release
Original Broadcast Date : Thursday, January 12, 2017
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Q&A for VIDEO BROADCAST: Going Live! The Istanbul Release
Q: Can you speak to the new Scoped Roles aspect of the HR module? Namely, if we install HR on Helsinki and upgrade, can we use the scoped roles? Or do you have to install fresh to use scoped roles?
A: As you are aware, HRSM includes a scoped app in the Istanbul release. This will be spoken to during today's session. If you install HR on Helsinki, you will be on the unscoped version of the application. When you upgrade to Istanbul, additional plugins will be available for the scoped application. You can choose to enable those plugins for the scoped application but you will need to perform configuration migrations between versions when you deploy.
Q: When will training be available for Automated Testing?
A: Please email todd.zambrovitz@ServiceNow.com
Q: Finding Knowledge helps diagnose the Incident, does Istanbul offer any capability to automate resolution of an Incident through the Knowledge found using contextual search?
A: There is nothing in Istanbul to automate resolution of Incidents from Contextual Search results. This is an enhancement planned for a future release
Q: how does the Istanbul release and all things we are talking about today impact ServiceNow Express?
A: The reason Express customers are included is to help you understand the features and investments the company is making beyond the scope of Express. If this is irrelevant to your current focus, then I recommend you simply attend next weeks Express customer webinar for the Istanbul release. This will cover all Express new features (https://express.ServiceNow.com/support/article-categories/istanbul/) and will be directly relevant. If you are unsure of next week's webinar, please contact your account executive. Thanks!
Q: Is Automated Testing included free in everyone's licensing or is it different for every customer?
A: Automated Testing Framework is available for no charge as part of the platform deliverables.
Q: can you add more KPI's as needed?
A: YES. If you've purchased a Performance Analytics license, you can create as many custom KPIs for catalog as you would like.
Q: I don't see any change related benchmarks. Will there be some benchmarks for change management?
A: At this time there are not benchmarks for all apps, however in future releases you will see benchmarks grow to these other areas. More details is found here: http://www.servicenow.com/content/dam/servicenow/documents/datasheets/ds-benchmarks.pdf
Q: is there an additional cost to use Benchmarks similar to Performance Analytics?
A: there is no additional cost at this time. More details here: http://www.servicenow.com/content/dam/servicenow/documents/datasheets/ds-benchmarks.pdf
Q: Would KPIs for catalog use be available as well in Istanbul?
A: Yes, if you've purchased a Performance Analytics license, you can create as many custom KPIs for catalog as you would like.
Q: Where do those benchmarks come from?
A: KPIs are compared against other ServiceNow instances globally - data is aggregated and anonymized before it gets to your dashboard
Q: is that available on ServiceNow express?
A: Benchmarks/CAB workbench are only in Enterprise today (I). To see what's in (I) for Express, please see: https://express.ServiceNow.com/support/article-categories/istanbul/
Q: can an on-premise customer of ServiceNow benefit from the Benchmarks functionality?
A: Partially yes. the functionality is delivered through the HI instance - so you can see how your peers are performing, but not your own performance data compared against it
Q: Are benchmarks included with the ITIL license or is this an additional module for purchase?
A: The benchmarks feature itself is included at no additional cost. You simply need to opt-in. More info here: http://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-benchmarks.pdf
Q: Insights/Benchmarks - Will this only be available within the Performance Analytics module?
A: No - Benchmarks are available to all ITSM customers, and accessible through the Hi support instance in your account. no additional plugin or license are needed.
Q: Benchmark is built-in to Istanbul? Separately priced? Plug-in ?
A: It's built into Istanbul. and you can access it through the Hi support instance. It's included in your subscription
Q: Will the KPI functionality be available for the HR module?
A: Not in the Istanbul release, but potentially in future releases.
Q: those KPI's comparisons are based off of other ServiceNow customers or global ITSM levels?
A: KPIs are compared against other ServiceNow instances globally - data is aggregated and anonymized before it gets to your dashboard
Q: for change, is there a voting option where attendees can vote on their approval/reject of a change?
A: No. The approve/reject actions within CAB Workbench display for users who have an active approval record against that change request. Once they approve or reject, that approval acts against the related approval record and any comments logged will be logged to the approval record.
Q: Is the attendees presence in the CAB module pulling presence from the org's IM/Presence tool or is this a ServiceNow Presence tool?
A: It's ServiceNow's Presence capability which is part of the Connect feature. If you enable the CAB Workbench, this capability is automatically enabled
Q: i am an Express customer. Will I gain anything from watching this or should I just attend next week's Express demo?
A: Although there is some overlap, a majority of the features shown are for our Enterprise suite. You will also gain insights on other areas of investment for the company. For Express specific content, it is recommended you attend the Express customer webinar next week. Further details on what's in Istanbul is available here: https://express.ServiceNow.com/support/article-categories/istanbul/
Q: Do you need to own Perf. Analytics to use the forthcoming KPI comparison tool?
A: No, you don't
Q: are there any improvements in asset management regarding entitlements, licensing...etc
A: There were no updates to Asset in Istanbul, but This is an enhancement planned for a future release
Q: can we integrate CAB dashboard with MS outlook
A: The CAB Workbench sends meeting notifications to an attendee list. That notification includes an ical event so any attendee can easily add the meeting to their Outlook calendar and that invite includes a link to the related CAB Workbench meeting portal.
Q: Do you need to own Service Watch/Discovery to use the new service mapping tool/workbench?
A: The service map planner feature is part of the Service Mapping app (available in the ServiceWatch Mapping package).
Q: i would like to know about any improvements to the service portal. particularly communicating between ITIL and Non-ITIL users, approval/reject notes, etc. We are currently running Helsinki and there are several gaps.
A: I would recommend you engage your account team and walk through the gaps you are experiencing with your SC. They would be the best resource.
Q: To have access to an Anomaly Map we need to have orchestration?
A: The anomaly metrics feature (incl. the heat map) is part of Event Management. You do not need Orchestration.
Q: Operational Metrics - via Performance Analytics ? independent?
A: Operational Metrics are actually part of our IT Operations Management product line. This can understandably cause a little confusion sometimes. Keep in mind that our IT Operations Management suite of products tends to be focused on lower-level, machine generated data (and "operational metrics" are derived from this). There are several Performance Analytics dashboards and KPIs designed for use with our IT Operations Management suite.
Q: How is Discovery Pattern in Helsinki different to Service Mapping Planner?
A: The Service Mapping app's service map planner feature aims to guide customers through service mapping deployment work by structuring, streamlining, and centralizing it. Customers can deploy service maps more easily by being guided through an entire deployment, which typically lasts at least several months. The Discovery app's pattern designer is a tool to create, edit, debug, and run new discovery logic (patterns) without requiring development skills.
Q: What new functionality is being considered for ServiceNow in the near future? Are you planning on brining asset/application portfolio into the application?
A: This event is covering many of the new features being released in ServiceNow. To your specific question you will see in this video information about the introduction of new asset management features as well as application portfolio management.
Q: What additional features Istanbul offers as compare to previous platform i.e Geneva
A: Related to the platform specifically, Istanbul primarily delivers the new Automated Testing Framework, Script Debugger and some enhancements to Delegated Development
Q: does the heat map, (mapping the services) requires discovery to be active or does it need Service Watch?
A: Anomaly metrics heat map is part of Event Mgmt, metrics are associated with CIs, which may be discovered via Discovery or added via other methods.
Q: Where is the data coming from for the operational metrics on the server side as an example?
A: Anomaly metrics data come from historical performance, on which the thresholds are based
Q: Section on how to prevent the incident-how does this differs from event management?
A: Anomaly metrics may be used to prevent service outages by determining if there is out-of-bound behavior for attributes associated with CIs - this is all part of Event Mgmt.
Q: Will the new portfolio management functionality have infrastructure data included
A: The APM is connected to the infrastructure data that is in the CMDB. Taking full advantage of all the platform data and capabilities It is possible to open the discovery and service map in the context of each app CI and analyze the related infra CIs
Q: Do these reports that are being shown require Performance Analytics?
A: Performance Analytics is ServiceNow's in-platform, highly-efficient and secure data-collection engine and visualization and dashboarding solution. As you may know, the ServiceNow platform comes with a set of core reporting capabilities, able to give a user the current state of a record attribute (e.g. how many open incidents at this moment). The key thing to keep in mind is that records — and generally workflow data or any information stored in tables — do not necessarily have persistence or keep track of past states. Any time you want to understand how activities are trending over time, or forecast where they are heading and whether you are likely (for example) to hit a Service Level breach, you will use Performance Analytics. Again, Performance Analytics is the engine for creating those visualizations based on having periodically collected the relevant rich data, right up to the real-time latest update.
Q: Is CAB Workbench part of the regular change module?
A: You have to enable a new plugin to enable it, but any customer who has rights to the Change application can leverage CAB Workbench. Here's a link to the product docs - https://docs.ServiceNow.com/bundle/istanbul-it-service-management/page/product/change-management/con...
Q: How much does the IT Operations Management piece (aimed at preventing outages) compete with things like BigPanda?
A: ServiceNow Event Management provides the insight you need across your monitoring eco-system. BigPanda is a ServiceNow partner and their products may overlap depending on the use case that you are trying to solve. Best to contact your Account Exec to help you explore which solution is best for you.
Q: Can I get a screenshot of that block grid of hot spots?
A: Here it is: https://ServiceNow.box.com/s/kxct6jjwnqhhkj11cpez9of7q7wrwtkg
Q: Can we get the information or specs on the APM functionality sent to us or a demo on the application?
A: We'd be happy to get you information and we can also set up a demo. Please email richard.hawes@ServiceNow.com with your contact details to get that started.
Q: Where do we get the data for heat map ... are we using any external tool to get the pulse of the CIs
A: The pulse of CIs is determined by current data within ServiceNow for a CI and how that compares to historical data and the normal thresholds determined by that historical data
Q: Is there a tool in Istanbul that also shows the costs associated with ServiceNow as a tool?
A: Depending on what you mean by "costs", the platform provides Subscription Management which can provide you views into your subscription utilization related to your licensing. Not really a cost-related metric.
Q: When you use the Istanbul demo instance the performance is really slow, why?
A: there could be a number of variables that could impact performance. My best advice is to contact your account team and seek assistance from your account SC.
Q: Are there any feature updates or changes in general to Knowledge Base creation/usage?
A: Hi, no major changes in terms of creation/usage. There was some administration changes, which you can see here: https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/ServiceNow-platform/kno...
Q: Can you want to migrate to using the new Istanbul HRSM Scoped app from the HRSM Non-Scoped app (Helsinki) , if yes, are there any major challenges?
A: In Istanbul (and beyond), HRSM will include both the unscoped and scoped version of the application. They each have separate plugins. Going from the unscoped to the scoped application in Istanbul does require the customer to migrate their configurations to the new table structure.
Q: Does Project Change Request (PCR) come in Istanbul or later release?
A: Hello - The PPM capabilities include the ability to track changes relative to a project. Is there a specific change capability that you are looking for that has not been there in the past?
Q: I missed the application name that allowed a CIO to manage IT like a business.. what was it called?
A: The speaker was referring to the entire suite of applications (ITFM, APM, PPM)
Q: How does the CAB dashboard scale? For example, I crave that calendar visualization, but as a larger org, we may have hundreds of changes per day - how does the calendar handle the visualization of many changes?
A: It should scale, as needed. The calendar does have some filtering capability so you can limit the scope of what's viewed, but in most organizations only a subset of the overall Change load is going to go through CAB.
Q: Can I upgrade from Eureka directly to Istanbul?
A: Yes you can
Q: Which of these enhancements are cost-added items vs. included in a base subscription?
A: Related to the enhancements to the platform such as Automated Testing Framework, Script Debugger and Delegated Development are available as part of the platform with no additional charges
Q: can we use life cycle event model functionality if we are a support team that isn't in HR but has a customer base that needs to do several thing when they have a certain type of support situation?
A: The lifecycle event model in Istanbul is exclusive to the HR Service Management (HRSM) application. The module also could apply to a shared service type function but the core functionality is focused on HR.
Q: Is there a separate license model for application portfolio management
A: App Portfolio Management is licensed in the same model as PPM and Financial Management - we now call it ITBM licensing and it has Worker, Planner and Analyst variants that cover all three applications. This is typically separate from other aspects of ServiceNow like Service Management but you can check with your ServiceNow representative on the most up-to-date licensing models and how they apply to you.
Q: Please excuse me if I do not use the correct verbiage. My question is, 'are the new capabilities highlighting as part of the ITBM Suite deliver as standard functionality with Istanbul or are there additional fees to obtain them?
A: there may be additional fees required depending on the licenses you have today. Please check with your ServiceNow rep to get more details.
Q: Will Benchmarks and CAB, be available in ServiceNow Express (with Istanbul)?
A: Benchmarks and CAB will not be a part of Express at this time. For details regarding what is included in the Express release, please see: https://express.ServiceNow.com/support/article-categories/istanbul/ . I highly recommend attending next week's Express customer webinar, where you will be able to see exactly what is new in Express. If you are unaware of the webinar, please contact your account representative.
Q: Does Helsinki have frequently Q&A built into the application or do we still have to go to a separate wiki site to see solutions to our questions?
A: FAQ's would be defined and managed in Knowledge Management. There is no capability that automatically constructs them from questions asked of the service desk.
Q: Does it assist in the filtering out of the False / Positives?
A: It can. You can choose to automatically send a hash for an additional malware scan before assigning it to an analyst to weed out false positives. Or if you use Palo Alto Networks products, you can get a report from WildFire or AutoFocus.
Q: Can we upgrade ServiceNow from Geneva release to Istanbul?
A: If your instance is more than one release behind, you can still upgrade directly. ServiceNow fully supports the current and two previous family releases, as well as any interim hot fixes and patch releases. For more information about release terminology and availability phases, see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base.
Q: Can the security incident be detected from any source?
A: Pretty much. We have a number of out of the box integrations today with security products. Others can be integrated via API. And as of Istanbul, we can easily use email parsing to transform email alerts from security products into incidents.
Q: Is the new "CAB Workbench" domain aware / work in a domain-separated environment?
A: The CAB Workbench tables extend cmn_schedule which is not domain aware. We hope to address that with an enhancement planned for a future release
Q: Can Business managers approve Service Requests via email without a Service Now approval license (no role in Service Now as they only approve via email and do not use ServiceNow)?
A: this will depend on your current product/contract terms. Please contact your account manager for specifics.
Q: Is this session being recorded, is there a link I can share within my organization to appropriate stakeholders?
A: You can review the files & links available via the resource folder icon located in the lower tool bar. The recording will be posted to the community and all registrants will receive a link via email within a couple of days. We will also post the Q&A log to the community: https://community.ServiceNow.com/thread/249268
Q: Can this security information be used to verify CMDB CIs?
A: We can take data from Qualys to add to or augment CMDB data. That's the primary security contribution.
Q: Can we add any existing Security Providers we use today?
A: Yes. Integrations can be done via API either with help from ServiceNow professional services or your own staff. We can also take in email alerts and create incidents from them.
Q: I'm assuming most of this new functionality is also additional license cost?
A: If you're an existing Security Operations customer, you will get these new features (depending on what you've currently purchased).
Q: Is there something up in Saba to get up to speed on the Security module
A: I don't think we have anything in Saba just yet. However, you can check out info in the product documentation as well as see our videos in DemoNow.
Q: What underlying products e.g. orchestration, are required for the security
A: We require ServiceNow ITSM (not Express). We do have an orchestration run-time license for Security in our higher tier package. You don't have to have Orchestration separately.
Q: Thanks, but not the one I saw earlier, which was a square grid of resources over time, think you can find it?
A: Here it is: https://ServiceNow.box.com/s/kxct6jjwnqhhkj11cpez9of7q7wrwtkg
Q: by adding that much security at application front end, will it affect application's performance in terms of speed?
A: We aren't doing any of the actual security scanning. We're taking in data from the security products that you choose to feed in to ServiceNow. You may only choose to have events that meet certain criteria go to ServiceNow.
Q: Few questions regarding Automated Test Framework -
A: probably best to run any questions by your account SC. They would be the best resource to help address your specific questions.
Q: is spotlight part of Performance Analytics?
A: Yes, it is a new feature of Performance Analytics in the Istanbul release.
Q: Will Performance Analytics Reporting include change metrics with the Istanbul Release?
A: Yes, Performance Analytics does comes ("out of the box") with a set of best practice KPIs around Change. This dashboard can be modified by you, and you are also free to add as many custom KPIs for catalog as you would like.
Q: Can you please elaborate on the Project Portfolio management with Gantt chart view
A: ServiceNow includes full project and portfolio management capabilities. This includes everything from project management, resource management, portfolio management, financial tracking and much more. We also offer a full set of capabilities around agile management. When managing project there is a Gantt editor with drag and drop capabilities.
Q: But where are you getting the data from originally - is it an integration with SCOM as an example that is providing the base data?
A: yes - the data would come from a tool that is already collecting performance/usage data such as SCOM. SCOM is actually the first source that we provide out of box in Istanbul. You can configure your own and we will be adding additional out of box sources in future releases.
Q: Cost for HR, Security Response, etc, or part of base subscription?
A: These purpose-built applications are at additional cost. Pricing is based on a number of factors including company size etc. Best to engage with your account executive to learn more.
Q: Are knowledge base articles still going to rely on creating meta data keyword searching?
A: Yes, it will, but synonym support (new in Istanbul) aids in not requiring to do that at each article level.
Q: Has the licensing model for Performance Analytics changed? Currently, it's licensed by the total number of system users, rather than just the number of Performance Analytics users.
A: The licensing model for Performance Analytics has been stable since Eureka (so for quite some time) and has been embraced quite strongly by the ServiceNow community. Because Performance Analytics (unlike traditional ETL-based warehouse approaches) is architected in-platform and tightly coupled with all of the applications and the platform fabric itself, we are able to deliver powerful, real-time analytics relevant for front-line responders as well as group managers, and CIOs and other executives. Hope that helps!
Q: Can this new external chat be used in service management?
A: Chat is part of service management and focuses on internal employee to employee communications. With Customer Service Management that was extended to enable employees to chat with externals.
Q: How easy is it to customize Istanbul interesting feature (i.e: Incident management, HR automation, Customer Service Module, etc) to our business need? -McDermott
A: All of the applications you list are built on the ServiceNow platform which makes catering the application to your business process relatively easy. Using Incident as the example, modifying the form layout, updating categorization structures, state models, etc. can all be done in a few short minutes by a trained system administrator
Q: I am looking for Gantt chart view for a portfolio and all the projects under the portfolio
A: That is something we offer. You can have multiple portfolios as well as programs. You can have Gantt views of the portfolio, program as well as project.
Q: Does the info in the live chat get recorded as an INC or some other "type" of support?
A: In Customer Service Management, an agent can create a number of follow-up records from a chat. These options are exposed through Chat Actions. So, if an agent has access, they can create an incident or case from a Chat, for example. A chat can be linked to only one record - a case or incident.
Q: How is the customer feature licensed?
A: These purpose-built applications are at additional cost. Pricing is based on a number of factors including company size etc. Best to engage with your account executive to learn more.
Q: Is the Customer Service Portal built on the Service Portal application?
A: It is based on the Service Portal, correct.
Q: Is chat now public?
A: Chat can be used with external customers in Customer Service Management.
Q: How is licensing done for Customer Service? A: Customer Service Management is a separate license based on fulfillers
Q: Could a County Government (for example), use these Customer Service features to allow the public to report an issue (without having an identity within the system)?
A: Yes, the customer could register online without having a prior identity.
Q: Any documentation on how to view these Gantt chart view for portfolios
A: please send an email to scott.fuller@ServiceNow.com who will respond with information about the portfolio views.
Q: what are the improvements over time card management ?
A: In Istanbul we have introduced Timesheets for a user. This is essentially a summary of the work for the week and making the process of reporting time much simpler.
Q: what is going to new with Express
A: for a list of what's new please see: https://express.ServiceNow.com/support/article-categories/istanbul/ . Next week, there is a Express customer webinar covering the new features in Istanbul. I highly recommend that you check it out, please contact your account rep if you were unaware.
Q: Will Benchmarks require Performance Analytics?
A: The answer is currently no. More details here: http://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-benchmarks.pdf
Q: How can existing HR customers move to new scoped HR Application?
A: If you install HR on Helsinki, you will be on the unscoped version of the application. When you upgrade to Istanbul, additional plugins will be available for the scoped application. You can choose to enable those plugins for the scoped application but you will need to perform configuration migrations between versions when you deploy.
Q: Is Numerify now part of Performance Analytics?
A: I am curious whether you are an existing Performance Analytics customer? No, Numerify is an independent company. Last fall Numerify adjusted their strategy to provide capabilities that indeed strictly complement and extend the in-platform, real-time Performance Analytics functionality. If there is something more to answer, please Post your Question on the Community.
Q: how does ServiceNow find all running processes on a machine?
A: We use either WMI or Tanium, which would need to be on the endpoints. Then we can call the data from either of those sources.
Q: what are the improvements over PPM modules ?
A: There are many new PPM features being released in Istanbul. We have enhanced the resource management features, there is a new portfolio workbench, we introduce timesheets, and much more. Please email scott.fuller@ServiceNow.com to send a complete list.
Q: Where to look for the replay of this webinar since I missed the earlier part?
A: We will sending an email with a link to the on-demand version in a few days. It will be posted in the Community as well. Thanks for joining us.
Q: What are the new features impacting on-call and service portal
A: for on-call, see what's new in on-call: https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/it-service-management/o.... As for portal - see what's new in Service Portal: https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/ServiceNow-platform/ser...
Q: What improvements were made to the GRC in this release?
A: In GRC for Istanbul, we added new real-time analytics and risk modeling capabilities. These capabilities to enable customers to 1) to understand dependencies across compliance, risk, security and operational requirements; (2) view potential failures/threats in the context of historical trends; and (3) model future scenarios using multiple risk models and scoring methodologies. We also introduced a new UI for to create assessments (called the Assessment Designer). This enables customers to design attestations that are specific to the group of controls that are being attested to. Since a control could still be related to many citations, and therefore Authority Documents (Regulations and Standards), it is still able to "test once, and report to many", and collect the correct evidence information.
Q: What about reporting capabilities in the Project Management application in Istanbul release. Does it include any new type of reports?
A: We have added some new reports for resource management as well as enhanced dashboards for portfolio management.
Q: Is Automatic Test Framework licensed application?
A: It is part of the platform deliverables at no additional charge
Q: Are there any significant changes to Demand Management and PPM apps? A: There are many new PPM features being released in Istanbul. We have enhanced the resource management features, there is a new portfolio workbench, we introduce timesheets, and much more. Please email scott.fuller@ServiceNow.com to send a complete list.
Q: I'm assuming that Server monitoring requires Discovery? I like the feature, but we don't have discovery
A: We just collect metrics from a monitoring tool like SCOM. Event Management is required but not Discovery. We go through an identification process to map incoming metrics to configuration items, regardless of how the configuration items got in the CMDB.
Q: What enhancements are made to the End User Service portal ?
A: From the ITSM perspective, nothing in Istanbul. In Jakarta expect a handful of updates, including a Contextual Search widget and a better experience in record producers and the view of an existing incident
Q: We are in process of initial launch f SNOW. What is required in order to upgrade to Istanbul?
A: I would start with the decimation here:https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/upgrades/reference/r-up... Past that I would work with your account SC to access the appropriate information and resources.
Q: Will there be a replay in the future? I had video issues during the last 5 minutes of the presentation.
A: Yes. We will email you a link to the on-demand version of this event. Thank you for joining us
Q: Can the Chat functionality be used int eh Service Portal, like it was demo'd in Customer Service Mgmt?
A: Chat as demonstrated with Customer Service Management is used to communicate with external customers. In ITSM, the chat is used for employee-to-employee conversations.
Q: With Istanbul, I have heard you can do other instances for development service now express, correct? A: yes, for more information please see the release notes: https://express.ServiceNow.com/support/documentation/istanbul-rn-exp
Q: Where can I go to see more information or 'play' with the CAB workbench?
A: Here is a link to the CAB Workbench product documentation - https://docs.ServiceNow.com/bundle/istanbul-it-service-management/page/product/change-management/con.... My recommendation is to schedule an upgrade to Istanbul on one of your sub-production instances and enable the CAB Workbench plugin. Also keep an eye on the ServiceNow Community. I will be doing a 3 part blog series on the feature that will come out over the next couple of weeks.
Q: Is there something new about the REST API? I mean, changes on oauth mechanism, deprecated tables or endpoints, new security requirements to use it ?
A: Check out the release notes here:https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/ServiceNow-platform/api... if you don't see what you need, drop me a note at todd.zambrovitz@ServiceNow.com and i will direct you to an appropriate resource!
Q: For incident management, how do we integrate our machine alert to Istanbul?
A: The method of integrating machine alerts is generally done through Event management, both in Istanbul and previous releases. More details found here: http://www.ServiceNow.com/products/event-management.html In addition, we have a number of integration options such as REST/SOAP/ mid server/ etc.
Q: Any new news for SN PPM module in Istanbul
A: There are many new PPM features being released in Istanbul. We have enhanced the resource management features, there is a new portfolio workbench, we introduce timesheets, and much more. Please email scott.fuller@ServiceNow.com to send a complete list.
Q: Performance Analytics: Any features to link a chart with a detailed commentary .
A: Since I believe Geneva we do allow for annotations directly on charts, so that insights can be shared about what is causing things. We will be expanding this to be more social in the future!
Q: is there anything done for CMDB normalization?
A: Beyond CMDB health dashboard, we are also partnered with Blazent for consolidating other CMDBs into ServiceNow CMDB and ensuring high data quality. Typically 6-8 week process.
Q: we currently use Geneva - is there ore functionality from either Istanbul or Helsinki for GRC or risk assessment? A: In GRC for Istanbul, we added new real-time analytics and risk modeling capabilities. These capabilities to enable customers to 1) to understand dependencies across compliance, risk, security and operational requirements; (2) view potential failures/threats in the context of historical trends; and (3) model future scenarios using multiple risk models and scoring methodologies. We also introduced a new UI for to create assessments (called the Assessment Designer). This enables customers to design attestations that are specific to the group of controls that are being attested to. Since a control could still be related to many citations, and therefore Authority Documents (Regulations and Standards), it is still able to "test once, and report to many", and collect the correct evidence information.
Q: Does Business Service Mapping integrate with existing process maps we have in Visio or iGrafx? A: No we do not have pre-built integration with tools like this. Basically all of the data in our maps can be accessed via our API's. If you are looking to import the data into ServiceNow, you would want to export to CSV from those tools and align with our expected import format.
Q: I also wanted to know of any new features of Agile or PPM A: There are no significant changes in the Agile management features in Istanbul. I responded to your PPM question in a separate email.
Q: Does Benchmarks require Performance Analytics? A: Hi Jason, The answer is currently no. More details here: http://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-benchmarks.pdf
Q: Interested to learn about Agile capabilities and Virtual board changes / improvements
A: We do have features in ServiceNow for managing work using the Agile methodology. You can manage Products, themes, features, sprints, teams, stories, etc. This can be used standalone or integrated with the traditional waterfall projects. Please reach out to your ServiceNow rep for a full demo. As far as the virtual task board there are no major changes in this release.
Q: Are there additional costs surrounding the CAB Workbench and Benchmarks?
A: If you have access to the Change application today, you can leverage CAB Workbench by enabling the plugin at no additional cost. You can read more about it here - https://docs.ServiceNow.com/bundle/istanbul-it-service-management/page/product/change-management/con.... Benchmarks can be opted in to by any existing Service Management Suite customer
Q: Were there any UI changes? A: Changes in this release include:UI16 uses jQuery version 2. The UI16 domain reference picker provides type-ahead suggestions. The icon field type was added to the dictionary. It can be placed on a form to allow the user to select an icon. The maintain_order dictionary attribute allows glide_list field types to display order buttons to the right of the Selected list. UI16 has additional system properties to configure logos, colors, and system defaults.
Q: Is it possible to create CI relationships from the CMDB to Business applications in Application Portfolio Manager?
A: This should be native actually. The Business Application class ultimately extends from our base class - Configuration Item in the CMDB.
Q: What would you consider to be the most important pieces of info to capture in business services?
A: the dependency information for impact calculation and root cause analysis as well as understanding the business criticality so affecting alerts can be properly prioritized.
Q: Is the HR piece a separate module from ITSM?
A: While built on the ServiceNow platform, yes, it is a separate application purpose-built for HR service delivery.
Q: any improvement on UI16 view because it was giving some performance impact when you have some large list view A: Check the release notes here:https://docs.ServiceNow.com/bundle/istanbul-release-notes/page/release-notes/ServiceNow-platform/ui-... Or contact your account SC to help address this.
Q: Not sure if my question went through...Is it possible to automatically create a call each time a new help desk chat request is made?
A: Yes, this is done through using our Notify offering. For more details, please see: https://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-notify.pdf
Q: do we have another session like this in near future ?
A: This session will be made available on-demand and posted to the community. Everyone will receive an email with the link as well. However, the next event similar to this will be with the next release, probably around June time frame.
Q: I think we are. I see 'Performance Analytics' in the Application Navigator
A: Great, glad to hear that. I hope you are getting implemented and seeing the power of real-time, in-platform analytics!
Q: But when I look at the Widgets, I see nothing for Change
A: Please ask your rep or SC to follow up with the PA BU here!
Q: would like to know the enhancements related to event management module and trap collector feature for integrations
A: there are certainly enhancements to Event in Istanbul but nothing related to trap collector. Is there a specific requirement related to that you are looking for?
Q: So the customers need to manually migrate HR configuration to new version?
A: Correct - there are no migration utilities between the unscoped and scoped applications in Istanbul. The migration to the scoped application is optional however as the unscoped application is still available.
Q: Thank you - that is tough to assess - new to the company - so assessing business criticality to affect alerts .... ok does this include the specific tech services tied to the business service?
A: Hi, yes it would include the tech services but it is best to identify business criticality at the business service level as opposed to the supporting tech services level.
Q: Will people with no account/not registered be able to search a part of the knowledge base? A: Yes, in Customer Service Management, customers without accounts can search the KB.
Q: Will users with no account be able to search the knowledge base?
A: Yes, in Customer Service Management, customers without accounts can search the KB.
Q: How long will CMS be supported?
A: there are no current plans to discontinue support.
Q: Why the name of this release in Istanbul?
A: ServiceNow releases are named for cities around the world: Eureka, Fuji, Geneva, Helsinki, Istanbul.
Q: is Benchmark dashboard part of PA?
A: Benchmarks is included free at this time for existing Enterprise customers. More details here: http://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-benchmarks.pdf
Q: Is there an additional cost for Benchmarks as their is for Performance Analytics?
A: Benchmarks is included free for existing Enterprise customers. More details here: http://www.ServiceNow.com/content/dam/ServiceNow/documents/datasheets/ds-benchmarks.pdf
Q: From ServiceNow side you can use any port for integration but the third party vendors support only specific ports which is reserved for system also .In this case trap collector ended up with processing unnecessary traps and events,alerts
A: Ok. I think I understand. This is generally an issue on Windows more so than Linux. Normal trap port is UDP 162. We start at 1162 to avoid conflict with reserved ports up to 1024. However, we do not prevent you from using lower ports or even the native 162. It is simply up to you to check and make sure you don't already have something on that MID server that is listening on that port.
Q: when we talk about time card reporting - there is no way to report by month but only week based
A: That is correct. Timesheets are for the week. We can report the actuals by month but time is reported weekly.
Q: and also you cannot generate/include the schedule based time tracking
A: If I understand your point. We can generate timecards based on schedule
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Q: The operational metrics for infrastructure means that SNOW is now incorporating monitoring tools or this only works with integration with other third party monitoring tools?
A: ServiceNow does not incorporate monitoring tools but as we've always done we'll integrate with existing monitoring tools.
Q: Where does the Application Portfolio management get the DATA?
A: From all kind of data pools within ServiceNow, as also from discovery.
Q: Will the usage statistics come from the Application itself?
A: We can use Surveys to ask for the usage.
Q: Does Benchmarking come as part of the standard product when upgrading to Istanbul or does it need to be purchased separately?
A: Benchmarking is free for everyone. If you don't want to have your statistics collected, you can opt-out in HI.
Q: What's new about Test Management and automation of testing in Istanbul?
A: we've got some advanced automated testing for applications built on ServiceNow. For more information, see docs.servicenow.com.
Q: Where can I find more detailed information on the CAB workbench. A: please have a look at our document repository: https://docs.servicenow.com
Q: Is it possible to define criteria for changes to appear in CAB workbench?
A: Yes that is possible
Q: Does that require the discovery to be on all the time?
A: no it doesn't - external monitoring tools get integrated directly to ServiceNow and through the Event Management module which will send events proactively to ServiceNow.
Q: Are custom forms with related lists and sections built into the portal with this release? A: This is already possible in the current release Helsinki.
Q: But in that case, surveys will not be automatically fed data. Should this be provided manually. A: When this needs to be an automatic feed you can integrate with partners like Flexera and SNOW
Q: Can the reporting functionality now integrate with reports from other tools outside from SNOW? A: As always, should you want to do this then you'll first have to import this data in a table in ServiceNow.
Q: The process flow and sections do not display within the form in service portal form widget in Helsinki.
A: This behavior is not changed with Istanbul.
Q: Currently in order for us to display these, we need to use iframe which is not best practice.
A: Unfortunately changes to this behavior are not part of this release.
Q: With regards to the support portal for 3rd party products, are you offering purchase through ServiceNow and if so, how do you handle the money?
A: You could potentially allow 3rd party purchases but the handling of the money would need to be done through external integration.
Q: Are all bench marks available for the On premise (Self Hosted) Customers as well to compare with the global industries?
A: Yes, when you have the right product version and update up and running
Q: Does ODBC 1.0.11 work with Istanbul?
A: Please check in docs.servicenow.com.
Q: I hear there are changes to the desired state module within ServiceNow, can you avoid details on those changes?
A: Please look at the release notes available here: https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/istanbul-release-notes....
Q: Is there some enhancement on team development on Istanbul?
A: Please check docs.servicenow.com.
Q: Can you explain security operations in high level
A: Please take a look at https://docs.servicenow.com for a high level overview.
Q: Where I can get more information about new CAB capabilities in Istanbul?
A: Please look at https://docs.servicenow.com (it is easy to use search from there)
Q: Where can I find some more information on the 'application portfolio management' screens shown early in the presentation?
A: Please look (use search) at https://docs.servicenow.com
Q: Is the Customer Service Management, what was called Service Portal in Helsinki release?
A: In Helsinki it was also called CSM only there we supported B2B only and in Istanbul we also support B2C.
Q: Can you forward planning events, get visibility of likely incidents to apps, there are many influences to that, including the market stuff
A: Yes, and with the new machine learning capabilities that we're incorporating this will be possible more and more.
