2013 05 15 ServiceNow #Knowledge13 Day 2

by Gene Kim on

realgenekim

Fred Luddy, Founder and Chief Product Officer

  • .@fredluddy: @NicoleDemiray: RT @SimoMorris: About to tweet Fred Luddy's (#ServiceNow founder, Chief Product Officer and developer) keynote from
  • RT @Simo_Morris: About to tweet Fred Luddy's (#ServiceNow founder, Chief Product Officer and developer) keynote from
  • .@fred_luddy: "Today, I'm celebrating 40 years of being a programmer" (Nice)
  • .@fred_luddy: "What about Gartner hype cycle for electricity? Every innovation involves people"
  • @AdamHoltby: "Every innovation that happens involves people trying to solve a problem" #Know13
  • .@fred_luddy:
  • @bekij: A great personal message from CPO Fred Luddy @servicenow. "Unless we adopt and adapt at the right time we will become irrelevant. "
  • Description of disruption caused by new communication of telephone in 1845, sounds exactly like Internet
  • .@fred_luddy: "What would have really helped Babbage machine succeed? Electricity." Haha. Awesome.
  • .@fred_luddy: "What crack are people smoking when they say 'IT is a commodity??' IT is a commodity like romance."
  • @DortchOnIT: Fred Luddy at #know13: Building a program is 1,000 easier than it was 40 years ago -- but user expectations are 10,000
  • @ctomasi: IT is no more a commodity than romance, It's different for everbody. - Fred Luddy
  • @SimoMorris: Warm fuzzy feeling as @fredluddy demo's some UK AppDev projects on-stage at the #know13 keynote - nice one guys :)
  • @jonll: #know13 @fred_luddy wows a crowd of 4000 with the new Calgary tablet interface
  • @aspediens: #know13 @fred_luddy demonstrating ServiceNow on a real on demand instance over the web live: no better demonstration #keynote #futureofnow
  • @Simo_Morris: Non-relational data amounts to around 60% of data previously stored in MySQL and has a huge impact on failover and recovery times
  • @ctomasi: RT @bradleyowen: Tablets = what we use in a meeting when we are pretending to be in a meeting - Fred Luddy at
  • RT @bradleyowen: Tablets = what we use in a meeting when we are pretending to be in a meeting - Fred Luddy at
  • @joeyday: Since November 2012 @ServiceNow has been running their own production instance on @MongoDB. Moving all customers in 2014. #know13 #nosql
  • RT @joeyday: Since Nov 2012 @ServiceNow has been running production instance on @MongoDB. Moving all customers in 2014. #know13 #nosql
  • @JillianNotes: Last yr was about the technology, data centers and competitive landscape - this year is all about helping customers solve problems
  • @smersy: RT @Simo_Morris: "Citizen developers will build at least 25% of new business applications by 2014" 2011 Gartner prediction
  • @YorkChris: #servicenow utilizing MongoDB noSQL to store big data
  • @Simo_Morris: IT orgs should utilise cloud in 2 ways - To enhance their core business focus and differentiate, and to improve operation efficiency
  • @stephenmann: RT @TheWrightView: #know13 Cloud is where you put context to drive operational efficiency. Core is where you create your differentiation @fred_luddy
  • @EarlBegley: Cloud for the enterprise - Context is about operational efficiency. Core is about competitive differentiation
  • @stephenmann: RT @TheWrightView: #know13 Cloud is where you put context to drive operational efficiency. Core is where you create your differentiation @fred_luddy
  • RT @TheWrightView: #know13 Cloud: where you put context to drive op efficiency. Core: where you create your differentiation @fred_luddy
  • @Simo_Morris: IT orgs should utilise cloud in 2 ways - To enhance their core business focus and differentiate, and to improve operation efficiency jjj
  • @tdeniston: #ServiceNow server-side debugger coming in... Dublin. #know13 Cue the sad trombone.
  • @sncben: Streamlined code debugging right from the debugger coming in @servicenow shown at
  • OH: "Conference rooms always named to be obtuse and unfindable. How about names like North, West, East, South?" (haha)
  • @ServiceDeskNOW: AppCreator makes me giddy and excited to be in IT, and I'm actually quite stodgy and ornery usually.
  • @foolwithatool: Building room reservation app in five mins. Cool!

Innovation Awards

  • Finalists:
    • GE Asset Management: HR onboarding application: doing onboarding, offboarding and transfers
      • old way: IT personnel would have to switch between lots of apps
      • new way: self-service and automated: 15m to 2m; 84 hours of maintenance to 10 hours
    • Sephora: IT Swiss Army Knife: carrying around project scorecard:
    • Target: Walk-up Appointment Bookings
      • 360K employees; booking appointments for hands-on tech support, like Apple Genius Bar
      • has 94% user satisfaction rate; scheduling now taken totally out of call center
    • MetroPCS: HR request management system
      • 3500 employees: servicing requests; now can do reporting
    • Tickets.com: Major Event Management
      • high volume ticketing transactions: app helps do project planning, tracking status, etc...
  • @EstrellaGustavo: #know13 keynote: basically all innovations of the year are non core IT apps- heavy hr business. Message: iis all about business apps
  • RT @EstrellaGustavo: #know13: basically all innovation finalists are non core IT apps- heavy hr business. Msg: it's about business apps
  • Everyone voting now on five finalists: texting to 22333; powered by polleverywhere.com
  • Target "genius bar" app winning: lesson: audience doesn't like HR applications. :)
    https://pbs.twimg.com/media/BKUgTYWCAAApcUR.jpg
  • OH: "Businesses that don't use tech to differentiate will wither and die" -- Silver Lake partner
  • OH: "In US, businesses are teenagers living w/dysfunctional alcoholic family (i.e., politicians); succeeds despite awfulness
  • @tdeniston: RT @PeterKretzman: Luddy sums up at #know13: "Businesses that don't use technology to create important differentiators are just going to wither & die."
  • Luddy: "Manufacturing will come back; Healthcare needs help;
  • @DumiBanda: @_Acorio #know13 : 5 years to get 6 billion phones....#FFT
  • Luddy: "Internet of Things: when there's 50-60B devices on planet; ubiquitous sensors continuing trend from aviation black boxes
  • @JillianNotes: Manufacturing will come back to the US- cost saving efficiencies will not be through cheap labour, but through tech #know13 @jfreeman540
  • RT @JillianNotes: Manufacturing will come back to the US- cost saving efficiencies will not be thru cheap labor, but thru tech
  • Luddy: "Endoscopic devices: 10 cameras in area of fingernail"
  • Luddy: "US could be net exporter of petroleum in 10 years"
  • @jonll: The Internet of things. 60B interconnected devices. Cows uploading 200mb a day @fred_luddy #know13 http://t.co/JPA9D5lzXD
  • RT @jonll: The Internet of things. 60B interconnected devices. Each cows uploading 200mb a day @fred_luddy #know13 http://t.co/JPA9D5lzXD

Up: Gene Kim: Why Everyone Needs DevOps Now

  • @eProtex: Great presentation @ #KNOW13 @RealGeneKim - looking forward to more insight & collaboration re: infosec culture & burnout avoidance
  • @kengonzalez: Finally got to meet @SimoMorris today. Here we see Simon — rose between two thorns?! :-P #Know13 http://t.co/cpkgiMX1tx
  • @mattberan: RT @VigilantGuy: #Devops will bring worldwide peace, security & happiness (or something like that) @realgenekim
  • @ITSMPenguin: Organizations that implemented #devops 12months ago were 5x more likely to be high performing @RealGeneKim
  • @HelenLTh: superb session from @RealGeneKim #know13 I'll be reading the #Phoenixproject on the flight back to London! Thanks @servicenow
  • @ITSM_Jayne: Organizations that implemented #devops 12months ago were 5x more likely to be high performing @RealGeneKim
  • @ITSMPundit: RT @ITSM_Lisa: @RealGeneKim Oh no, only 5 minutes le
  • @MarkLaucus: Watch out for the Chaos Monkey #know13 http://t.co/lO6pwVNr7A
  • @VigilantGuy: RT @ITSM_Jayne: @RealGeneKim presentation at #know13: "repetition is the key to mastery"
  • @wwest4: @realgenekim #know13 - The CAB is dead. YES. Preach it Brother Kim.
  • @VigilantGuy: 3rd way: Experiment & learning - practice daily tougher challenges, outage recovery, testing, deploy #devops @realgenekim
  • @ITSMBrian: RT @VigilantGuy: when developers were woken up at 2am, bugs got fixed faster - wow accountability from developers @realgenekim
  • @ITSMBrian: RT @PeterKretzman: “Shared pain means shared goals”—@RealGeneKim at #know13 #DevOps
  • @VigilantGuy: 2nd way: feedback - create early and tight loops of dev and Ops #devops @realgenekim
  • @PeterKretzman: “Shared pain means shared goals”—@RealGeneKim at #know13 #DevOps
  • @ken_gonzalez: Are you ready to transition to Ops? @RealGeneKim #Know13 http://t.co/yqwUw3U8Fp
  • @VigilantGuy: The Handback - code not stable - give it back till they prove it. #devops @realgenekim #know13
  • @mattberan: RT @stephenmann: We can decouple deployment risk from release risk (Facebook Chat example) ~ @RealGeneKim #know13
  • @aalem: RT @Simo_Morris: High performing IT #DevOps teams deploy 8000 times faster and restore service 12 times faster than legacy ops @RealGeneKim #know13
  • @ken_gonzalez: @TheWrightView Indeed!! :-) @RealGeneKim
  • @VigilantGuy: Devops Survey Link http://t.co/C55oPYqgof @realgenekim #know13
  • @TheWrightView: @ken_gonzalez @realgenekim Always a risk if someone says "no,,,"
  • @dneighbors: @PeterKretzman sounds like a poor definition of #agile.. if its bad code, faster.. technical debt prevents future agility cc: @RealGeneKim
  • @JFP: RT @PeterKretzman: “I saw downstream effects of #Agile: crappy code at higher frequencies. Yet there’s something fundamentally right about it”—@RealGeneKim
  • @kengonzalez: RT @SimoMorris: #Lean #DevOps flow "Understand the flow of work, measure cycle time for work. Never pass defects downstream"#know13 @RealGeneKim
  • @wwest4: @RealGeneKim #know13 - batch size is the main issue. Reducing time from commit to deploy means chunking up. Big releases are failure prone.
  • @vmMark: RT @VigilantGuy: Google Devops Survey Practice for stats that @realgenekim is sharing #know13
  • @MarkLaucus: Listening to @RealGeneKim reminds me I need to get the SCRUM module installed in my ServiceNow instance #know13
  • @PeterKretzman: “I saw downstream effects of #Agile: crappy code at higher frequencies. Yet there’s something fundamentally right about it”—@RealGeneKim
  • @ITILBorat: @realgenekim long interval of development is symptoms, issue of real is batch size. Make of great improve by use of smaller step. #know13
  • @ITSMPenguin: I wonder if I can get @RealGeneKim to sign my Kindle copy of The Phoenix Project.
  • @ITSM_Lisa: RT @VigilantGuy: Incredible preso by @RealGeneKim - delivering hope to IT #know13 >> we need him speaking @SIMposiumCIO http://t.co/97SbiDncnH
  • @dubeysaurabh: @RealGeneKim talking about the three ways of #devops at #know13 >> a summary of his 3 ways in 'the Source' http://t.co/X14rkPbV8B
  • @Simo_Morris: #Lean #DevOps flow "Measure tacit queue time versus run time"#know13 @RealGeneKim
  • @jroberts: RT @SimoMorris: High performing IT #DevOps teams deploy 8000 times faster and restore service 12 times faster than legacy ops @RealGeneKim #know13
  • @gkaple: RT @VigilantGuy: Steps from Phoenix Project inspired by "the Goal" By Eliyahu Goldrat @realgenekim #know13
  • @Simo_Morris: #Lean #DevOps flow "Understand the flow of work, measure cycle time for work. Never pass defects downstream"#know13 @RealGeneKim
  • @VigilantGuy: First Way: Flow - How does work flow into the IT duties & how can you increase flow rate @realgenekim - Whose ur Patty? #know13
  • @VigilantGuy: First Way: Flow - How does work flow into the IT duties & how can you increase flow rate @realgenekim - Whose ur Patty? #know13
  • @ITILBorat: @realgenekim Warning of Trigger: if you suffer of problems, Gene's book give you a PTS and D. #know13
  • @TheWrightView: RT @stephenmann: Dev vs. Ops and #startrek by @RealGeneKim #devops #know13 #itsm http://t.co/knnClly5JC
  • @ken_gonzalez: And over here we have @mattberan multitasking while @RealGeneKim tosses out nuggets of wisdom… #normal http://t.co/RrxU5jhtJs
  • @VigilantGuy: Steps from Phoenix Project inspired by "the Goal" By Eliyahu Goldrat @realgenekim #know13
  • @ken_gonzalez: And over here we have @mattberan multitasking while @RealGeneKim tosses out nuggets of wisdom… #normal http://t.co/RrxU5jhtJs
  • @VigilantGuy: Steps from Phoenix Project inspired by "the Goal" By Eliyahu Goldrat @realgenekim #know13
  • @VigilantGuy: Steps from Phoenix Project inspired by "the Goal" By Eliyahu Goldrat @realgenekim #know13
  • @VigilantGuy: RT @ITSMBrian: The ever popular @RealGeneKim's #DevOps session is standing room only #know13 http://t.co/pbqwoFxXTL >> & blown away by him
  • @ITILBorat: @realgenekim Very simples. If you delay of deploy, you will lose of business to competingors. #know13
  • @stephenmann: RT @Simo_Morris: High performing IT #DevOps teams deploy 8000 times faster and restore service 12 times faster than legacy ops @RealGeneKim #know13
  • @ITSMPundit: @CharlesTBetz THE source @RealGeneKim (Presentation) I am sure he can provide the authoritative source info.
  • @VigilantGuy: Incredible preso by @RealGeneKim - delivering hope to IT #know13 >> we need him speaking @SIMposiumCIO http://t.co/97SbiDncnH
  • @ken_gonzalez: Listening to @RealGeneKim talk about #DevOps — ought to be interesting… http://t.co/6pe8gMjzGb
  • @ITSMBrian: The ever popular @RealGeneKim's #DevOps session is standing room only #know13 http://t.co/5ME61wmkhV
  • @VigilantGuy: Devops companies: Google, BoA, Nordstrom... crossing barriers @realgenekim #know13
  • @stephenmann: RT @ITSMPundit: "Every company is an IT company, regardless of what business they are in." @RealGeneKim #devops #know13
  • @ITILBorat: @realgenekim need ops who are think of dev, dev who think of ops to get velocity, continues of deploy every few of seconds. Wow! #know13
  • @ITSMPundit: RT @stephenmann: Dev vs. Ops and #startrek by @RealGeneKim #devops #know13 #itsm http://t.co/knnClly5JC
  • @TheWrightView: #know13 The best way to increase deployment capability is to align operations with development @RealGeneKim
  • @stephenmann: Dev vs. Ops and #startrek by @RealGeneKim #devops #know13 #itsm http://t.co/knnClly5JC
  • @Simo_Morris: "10 deploys a day at Flickr" presentation was a seminal moment in #DevOps. @RealGeneKim #know13
  • @TheWrightView: RT @VigilantGuy: Banks are just IT companies with a banking license @realgenekim #know13
  • @ITILBorat: @realgenekim you can arrange for dissapearance of peoples: Extraordinary Renditions as a Service. #know13
  • @TheWrightView: #know13 @RealGeneKim This guy is an awesome presenter. Holding the room with thought provoking slide, not bullet points!
  • @foolwithatool: @ITILBorat Please meet near @realgenekim after his pres.
  • @ITSMPundit: "Every company is an IT company, regardless of what business they are in." @RealGeneKim #devops #know13
  • @MarkLaucus: RT @ITSMPundit: @RealGeneKim comparing InfoSec to the #HotFuzz movie. Perfect.
  • @ITILBorat: @realgenekim sign of burnout: the cynicisms, and to think you are awesome when you are of suck. #know13
  • @Simo_Morris: RT @VigilantGuy: infosec burnout is higher than 1st responders and military personal: cynicism becomes core competency @realgenekim #know13
  • @VigilantGuy: infosec burnout is higher than 1st responders and military personal: cynicism becomes core competency @realgenekim #know13
  • @VigilantGuy: infosec burnout is higher than 1st responders and military personal: cynicism becomes core competency @realgenekim #know13
  • @ITILBorat: @realgenekim if focuses on a features and not functional requires, we get a debt of technicals. #know13
  • @ITILBorat: @realgenekim if focuses on a features and not functional requires, we get a debt of technicals. #know13 j