 Live from Las Vegas. It's theCUBE, covering Knowledge 16. Brought to you by ServiceNow. Here are your hosts, Dave Vellante and Jeff Frick. Welcome back to Knowledge 16, everybody. ServiceNow's big customer conference, about 12,000 people registered here this year. Mike Nappy is here. He's the Senior Director of Product Management at ServiceNow. Mike, welcome back to theCUBE. Good to see you again. Thanks, Dave. It's great to be here. I got the pleasure of seeing a little preview at the Financial Analysts Meeting on Monday. People are very excited about ITOM. You guys have made some acquisitions in that space, but give us the update. Yeah, so ITOM's actually been around, some of the technologies have been around since the early days of ServiceNow. Really, I'd say our current strategy towards the market really started with the acquisition of Nebula back in 2014. And that acquisition was really strategic for us because what it'll allow us to do is take this premature ITOM market and really disrupt it. And the way we're disrupting it is we're viewing everything through kind of a services lens and ServiceWatch allows us to do that. Instead of managing at the compute storage and networking layer, which is kind of the traditional ITOM market for the last couple decades, what we're doing is we're taking our service DNA, if you will, and we're applying it to the world of infrastructure and operations management and managing services directly is kind of the primary object. So ServiceWatch brought you automated mapping and my understanding is that that's dynamic to change. Is that right? Can you explain that? Yeah, that's absolutely right. I mean, the idea of having a service maps in your CMDB is not a new concept. It's been around for as long as CMDBs have been around. But the traditional methods of building those services are incredibly manual and the resulting service definition is brittle. If the infrastructure changes, it's some poor soul's job to go in and do the care and feeding of that service and make sure it stays up to date. So the bottom line is it's just not really scalable. And so people gave up on service mapping pretty early on and just it's just not really practical. ServiceWatch really changes that because not only does it automate the mapping process itself and make it easier, but once it's mapped it and it's stored in the CMDB, ServiceWatch itself takes care of updating itself when the infrastructure changes. So now you got a service map that's actually reliable and you start building automation around it. So break down the ServiceNow ITOM portfolio. What's in the suite? Yeah, so currently we've got a set of technologies for taking data out of our customers' hybrid infrastructure. So we've got our traditional discovery product, which is the primary way that our customers populate their CMDB. So that runs out across the network and essentially finds everything that's connected to the network and records it in the CMDB. We then have ServiceWatch mapping, which allows you to describe the relationship between all those artifacts and a business service. In addition to that, we've got orchestration. Orchestration is our primary automation tool. It's essentially an extension of the ServiceNow workflow engine that allows you to drive work into external systems from ServiceNow. And then on top of that, we've built an event management product and the cloud management product. Right, okay, so I want to go back to the link between infrastructure and apps and ultimately the business process. So how are organizations taking advantage of that? Because in the old days, at least, people who have a business process, they'd have an application portfolio and they have a bunch of infrastructure and they really didn't understand the relationship between the three. There was no link between the value of an app, the infrastructure was running on and how it served a business process. And it sounds like you're changing that. Describe how customers are taking advantage of it. Absolutely, yeah. I mean, it turns out there's actually more use cases for having the service mapping than we even envisioned at the time. The original and kind of primary use case is when you have an understanding of the service and what it's comprised of from an infrastructure standpoint, if something goes wrong in a data center, you lose a server or a database, it gets locked up. You can immediately understand what the impact is to the business because you understand what services that database is actually supporting. This is huge in terms of triaging your response, figuring out what do we need to tackle first. And the other aspect of it is just because you have that understanding of all the dependencies. An operations engineer is able to understand root cause of an issue much more rapidly so that they can fix the issue and get the service up and running. So the kind of primary use case for the service mapping is around service availability and keeping services operational. But we've had customers that are using it for data center migration planning. They wanna just inventory all the services in their data center before they move. They're using it for audit, for BCDR activities, compliance activities, you name it. The bottom line is that having a good understanding of how your business services are supported by your infrastructure is absolutely huge. And I think just to add one other, you talked earlier with Sean Convery in the security business unit. Security's another prime example of where understanding what the service impact is of a security event is just huge. Well, as I was gonna say, Lauren Dutson from EY talked about, people have no idea what the total cost of an application is when they're making a decision whether to end of life and swap it out or whatever because they don't usually calculate all the back end processes behind just the server license and the maintenance fee that's actually supporting that. And then they can make an informed decision based on the business value and supporting whether it's worthwhile to keep that in play. He said that their eyes are like, wow, we had no idea. It was just a bucket of money in the infrastructure before. Yeah, yeah, that's another great use case. I mean, just understanding the cogs behind a service. Another thing that's happening is our customers are starting to look at a cloud strategy and moving some subset or in some cases all of their existing services into the public cloud. So first understanding how those services are currently comprised really informs how they wanna do that migration strategy, how they wanna put that together and what services they wanna move first in the cloud versus others. So, well, two points. One is you're right on on the value piece. That's very clear. People used to struggle with sort of the value of IT. You're sort of demystifying that clearly. I wanna understand more about orchestration, the automation and the cloud management. Can we unpack that a little bit? Kind of what's the difference between sort of orchestration and cloud management and what exactly does service now do there? Sure, absolutely. So orchestration first off is kind of a general purpose automation tool. So it's like a Swiss army knife. You can pretty much use orchestration to automate any kind of process. On top of orchestration, we built cloud management and it started off being fairly simple automated provisioning of VMs in Amazon or in VMware. And the idea there would be that you'd be able to templatize certain types of VMs, put them on the service now service catalog and a developer could walk up to that catalog, order the VM they wanted and it would automatically get provisioned in the cloud. Huge use case. There's a lot of companies out there are still doing this manually and it takes weeks to provision it. We would do that in minutes. We've evolved way past that now. We now support not only Amazon but as you heard earlier this week, we have a partnership with Amazon around Azure and other cloud providers. Microsoft around Azure. You said Amazon around Azure. Oh yeah, that's a good point. Sorry, sorry, Microsoft. You want to make that? My ears went, whoa! Did I miss some news? Yeah, Microsoft around Azure. So in any event, we can provision not only VMs in those environments, we can provision entire services in those environments but the flip side of it as well is very important. We integrate with those environments to be able to generate a dashboard that shows you cost and utilization across your company of your cloud providers. And that's really huge for making informed decisions around how am I going to use my different cloud providers? It's kind of like supply chain management. It's huge because you can get those metrics from any one individual cloud supplier but as you do inter-clouding, we like to call it sometimes, you don't have an apples to apples comparison, you're providing that obviously. And then the ITAP acquisition gave you entrance into OpenStack, Zen. And then you're, people are sometimes confused. Is service now doing what Chef and Puppet do? You can but you don't have to, right? That's right, no. In fact, we have a good partnership with Chef and Puppet and other configuration automation tools like that. And our orchestration can certainly connect to those environments where our customers have them and connect them to service now processes. And Ansible too, we don't, sorry, Red Hat, we didn't mean to leave you out of the discussion. You don't care. Yeah, no, we're pretty agnostic on that. Orchestration where you put the slider bar, we can go right to the last mile to the metal or we can go to another orchestration product to drive that. So the planes are backing up here in the cube. A lot of people want to get on, Mike, I'll give you the last word, just sort of Knowledge 16, iTom, give us the bumper sticker from your perspective. Yeah, well, iTom's really huge for service now. We've seen amazing traction over the past year. We've essentially doubled our attach rate with our existing install base. And this kind of message around service-centric operations management is really resonating with our customers. The holy grail that everybody wants is that service help dashboard. It shows you all your mission critical services and the real-time health of those services. And that's really what we're after. And it's really disrupting, I think, traditional iTom as we know it today. All right, Mike Nappy, thanks very much for coming back to theCUBE. Appreciate your time. Absolutely, thanks, guys. All right, keep it right there. We'll be back with our next guest. This is theCUBE. We're live from Knowledge 16. We'll be right back.