Gene Eun 17 min

Protect and activate vital ServiceNow data with Own Data Platform


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>> Hi, and thanks for joining us for this recording of

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our theater session from Knowledge 24 about

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protecting and activating your critical service now data

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with the own data platform.

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My name is Gene Un,

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I'm a director of product marketing at

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Own Company and today I'm joined by Mark Hamilton.

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Mark, you want to introduce yourself?

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>> Thanks, Gene. Hi, everybody.

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My name is Mark Hamilton.

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I'm a solution engineer here

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on covering the service now platform.

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My background is I've worked with

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service now for about nine years,

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and most of that time was working at

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service now in the UK team.

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>> Thanks, Gene. All right. Welcome, Mark.

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All right. So let's just jump right into it.

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First off, I want to introduce Own Company.

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Own is a leading data platform for

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some of the largest SaaS solutions in the world.

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Our company was started in 2015 when our founders realized

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that the same type of backup recovery services

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that companies have invested in there on-premise applications,

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should also be extended to the cloud.

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So we're relatively new to the service now ecosystem,

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and we're most known for being

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the number one ISV partner in the Salesforce ecosystem.

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Now, we protect and activate mission critical SaaS data

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for more than 6,700 customers worldwide.

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But today, of course, we're going to be talking about

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how the own data platform protects and activates

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your critical service now data.

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Now, I want to start with a quick observation

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that it's your data that makes you different.

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Now, we know most companies use the same popular SaaS applications,

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but what doesn't make you different

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is not that you use ServiceNow, Salesforce,

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or Microsoft Dynamics 365.

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What makes you different is the data that you capture

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and create in those SaaS applications.

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And with anything that's differentiating,

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or anything that's your competitive advantage,

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it must be protected and it must be activated

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in order to maximize its value.

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Now, at all, we empower you to execute a data strategy

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that protects and activates the value of your data

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at every step of your SaaS journey.

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We give you the broadest data protection

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for the world's largest SaaS applications

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and tools that help you activate the data

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to fuel your innovation.

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Now, let's start by protecting your data.

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The first thing you should know is that

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protecting your data is actually your responsibility.

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Every SaaS vendor protects only their platform

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and they actually put the responsibility

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of protecting your data on you.

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Now, this isn't just true for ServiceNow,

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but also for Salesforce, Microsoft Dynamics 365,

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and every other SaaS application

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that you might be using in your ecosystem.

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And the burden of shared responsibility goes beyond

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ensuring business continuity when data is lost or corrupted.

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It also extends to ensuring compliance with regulations

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and governance policies that you might have in place.

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So you might ask yourself,

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how does data in ServiceNow become lost

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or corrupted in the first place?

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Some of these examples might look or sound familiar to you

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if you've ever run into similar situations.

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Most of the time, the problem involves some kind of human error

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or a piece of bad code or maybe even a faulty integration.

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For example, we talked to a regional bank who had an admin

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that accidentally assigned thousands of incidents

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to themselves and didn't discover the error

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for several weeks.

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And by that time, it was already too late for them

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to make any kind of a change or correction.

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We also talked to a clothing manufacturer

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who said that they had a development partner

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that corrupted over 50,000 of their CI records

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and their CMDB.

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And after weeks of trying,

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they're only partially able to recover their data.

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Now, these are just a few examples

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of actual ServiceNow customers

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who either lost or corrupted their data,

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but there are a lot more that we could talk about,

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but these are just a few examples.

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Protecting your data means protecting

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your competitive advantage.

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Helping Salesforce customers protect their data

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is what enabled own company to get to over 6,000 customers.

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But a lot of our Salesforce customers told us

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that they needed the same level of data protection

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for their ServiceNow data.

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And that's why we built our backup recovery solution

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called Recover for ServiceNow.

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Customers were looking for more control

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when backing up their critical ServiceNow data.

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They want the ability to decide what data is backed up

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and when, and they also want to be able to decide

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how long their backups are being retained for.

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This is essential in regulated industries

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like financial services or healthcare

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that require backups to be kept for several years.

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They want to be alerted to data incidents

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so that they can take action right away

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and minimize disruptions.

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And lastly, when data is accidentally deleted or changed,

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they need the ability to restore that data quickly

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and with precision while minimizing collateral damage

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or overall business disruption.

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But protecting your data is just the beginning.

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When something is valuable,

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when something is the source of competitive advantage,

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you should fully leverage it as well.

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So activating the full value of your data

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is your opportunity.

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Now anyone involved in ServiceNow

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knows that innovating on the platform

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is how organizations make applications and data

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unique to their business.

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Now to do so effectively, developers need to test

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their applications against a valid business scenario

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by seeing real production data into their dev

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and test instances.

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And that's where things can get challenging

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if you're seeing instances in a hard way.

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Now for example, using the cloning tool to clone instances

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can be cumbersome and can involve significant downtime.

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Using CSV files and scripts is a very manual

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and time consuming process.

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And how do you prevent sensitive data like PII

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from being exposed to your developers

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and your application testers?

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Now what if there was a solution that allowed you

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to easily seed production data into your sub-prod environments

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and help seed speed up release cycles?

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Now we've talked to a lot of customers

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that wanted to speed up their on-platform development

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and activate their ServiceNow data.

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And that's why we built Accelerate for ServiceNow.

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This is Own's data seeding solution

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that helps ServiceNow developers innovate faster

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by precisely seeding test data to their dev

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and test instances while reducing their reliance

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on the cloning tool or manual scripts.

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Now with just a few clicks and by using templates,

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developers can precisely see data into any table

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that they have within their development environment.

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If you have sensitive data in production, that's no problem.

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You can mask sensitive data like PII

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using predefined anonymization templates

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that you can create very easily with Accelerate.

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Your developers will deliver higher quality applications

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by testing more efficiently and catch more bugs and errors

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during their release cycles as well.

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So with Accelerate, your development cycles can go from being slow

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and clunky to innovating at a faster pace

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and with less risk involved.

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There's no more wasting time seeding data.

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You'll spend less time fixing bugs

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and deliver higher quality applications.

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Your sensitive data will be less prone

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to exposure during development cycles

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and you won't have to worry about testing with data

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that's gone stale or is incomplete.

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Now that's enough talk.

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I'm going to now pass to Mark Hamilton

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who's going to show you a quick demo

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of own solutions for service now.

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Mark, take it away.

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- Thank you, Gene.

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So as Gene mentioned, the data that you store

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and manage in service now is what makes your organization unique.

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So here's the own console.

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So this is showing me the own platform where I have recover

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and our Accelerate solutions.

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I'm in recover at the moment

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and here you can see the two instances

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that I'm actually backing up.

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So I'd like to walk you through a really quick scenario,

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very common with the sort of data loss

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and data corruption scenarios we see

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when we meet our customers

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and show you how I'm protecting your business

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against those types of issues.

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So here I am in the customer service application

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and as you may be able to spot,

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I've run a script which has unfortunately corrupted

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all of the short descriptions in my customer service cases

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for this specific customer, the Boxio account.

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Now, under normal circumstances,

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unless I manually spotted this

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or one of my colleagues pointed it out to me,

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I might not even know this has happened,

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but fortunately with own,

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one of our unique features is the ability

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to provide smart alerts.

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And what smart alerts do is you can set a threshold

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or a trigger such as a statistically

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anomalous value of changes that happens to your record

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to send you an automatic email alert like this.

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So this is the automatic email I've got

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and it's not if I'll be that some of my customer cases

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have changed unexpectedly.

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So by clicking go to backup,

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I'm taken straight into the own platform

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and recover to show me the backup

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where this issue was detected.

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And then I've given details of what was actually backed up.

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So here are the total number of records that are backed up

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and the number of records where changes were detected.

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So I can click here on this comparison job, I've gone,

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which will automatically then trigger a comparison

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showing me exactly which records have changed.

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So here's the comparison job.

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And when I drill into this link,

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I can see all the data that was backed up

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and to actually identify the records that were corrupted,

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I can go through the console,

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remove any records that were changed or added,

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ask own to show me only the records that are changed

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in that particular backup job.

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And then I can go a little bit further,

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I can filter the view so I can just show the column

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of data that was actually changed

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or the field that was changed.

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So now own makes it really easy for me

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to identify the records that were changed.

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I can filter it even a little further.

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So I can say in my short descriptions,

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just show me the records where that bad script,

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short description had been overwritten.

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So now I can see only the records with the corrupted data in

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and when I hover over an individual record,

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it shows me what the previous value was

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versus the incorrect value that we've got now.

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So that's really great.

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I've identified the records that I need to recover.

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I can grab those records and add them automatically

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to my restore bucket.

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Now in my restore bucket,

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I can view the records that I want to restore,

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but rather than just restore the records as they are,

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in reality for this particular corruption,

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I just wanna restore that short description value.

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So I can do a similar exercises before,

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just show the changed fields and then just show the field

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that has the short description in.

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And this is helping me refine the data that I restore

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so I don't lose any other critical information

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like updated chat histories or updated call logs

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or anything like that that could be really important

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for these particular custom case records.

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So now I've selected the records that I wanna recover.

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I can then go ahead, select preview restore and then own,

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we'll go ahead and initiate a restore job.

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And after a few short clicks,

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I'll be able to restore those records

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and then get my values back to as they should be

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in my customer case table.

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And probably the most critical factor is

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when I'm doing this,

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I'm not impacting any of the other workflows

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that we've got into this now.

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So I'm not impacting, say my IT or HR or custom applications

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and bringing and causing downtime for those particular teams.

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So we'll go ahead, kick off my restore job

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and then probably in a few short seconds,

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we'll have that data restored.

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That's great, the restore job's completed.

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So if we put back into service now

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and then refresh our view of our customer cases,

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we'll see that that restore's completed

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and all those original short descriptions

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have been replaced with their original values

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before the data corruption happened.

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There we go.

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So just to show you very quickly how the,

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so just to show you very quickly how the smart alerts work,

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basically with smart alerts,

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I can go in, select any table that I like,

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such as my customer's case table or customer service case table.

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And then select what type of alert I would like.

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So it could be based on a statistical outlier

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where it could be a more than less than value,

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which could be either a percentage or number of records.

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So this gives you a lot of flexibility

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in deciding how you can monitor the data

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that's stored in service now

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and then get those proactive updates and alerts

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if anything changes so that you can immediately go in

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and correct those issues.

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So let me walk you through our accelerate solution.

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Accelerate allows customers to selectively take data

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from a production instance

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and then see that down to a non-production instance

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to accelerate and improve the quality

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of their development and testing work.

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How we do this is you first select your root table.

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So in this case, I've selected the HR core case table

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and then from there, I can selectively add additional tables

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which could be parent or child tables

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so that I can have that full set of data for my testing.

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When I select my root table,

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I can also select which records I want to include

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by using filtering.

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So I can filter by adding both simple Boolean relationships

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and I can say which types of records I want to include

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so I could include records say by assignment group

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or by status approval level, any of those kinds of things

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and then add those criteria to my filter

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so I can make sure that we're only using the records

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that we need for the type of testing that we need.

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Then once I've done that,

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I can go ahead and publish that template

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and that will allow me to provide the information

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for other colleagues, developers, et cetera.

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Now another capability we've got is you can,

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for specific table types, add an anonymization template.

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So an anonymization template,

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which is very difficult to pronounce,

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is a way of saying for specific tables,

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you'd like to basically anonymize certain types of records.

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So if I go in here and select edit,

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I could say select all of the fields

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that we've got available within the table.

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And then from there, I can say how I want to analyze those.

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So for example, if I went down to say nationality,

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for example, so this is again for an employee record,

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for example, I can say I want to use a random text in there

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or I could have a specific type of template,

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we've got country here.

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And then basically for that particular record,

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when it's copied over, the record itself

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is then changed to a different nationality,

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say from the nationality of the original record.

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And then once I've done that,

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I can see which fields I'm going to anonymize.

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So things like data birth, employee number, legal name,

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et cetera, will all be anonymized based on this template.

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The nice thing about this is obviously

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it makes it very easy to provide data sets, say,

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to junior developers or developers in different departments

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or even with partners to do work for you

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without exposing any of your critical PII data.

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So I hope that gives you a really good overview

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of how the own solutions work,

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both our recover solution to protect your data

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and our accelerate solution to allow you to activate that data

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and use it for more rapid development.

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And if you have any questions,

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I'll pass back to Gene to give you more details

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on how to contact us.

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- Thank you.

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That's awesome, Mark.

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Thanks for that great demo.

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Now to wrap up this webinar,

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I'd like to invite you to learn more about own accelerate

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and own recover for service now

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by standing the QR codes that you see here

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to download our guides for data seating and service now

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and backup and recovery for service now.

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And if you are interested in seeing a customized demo

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tailored to your organization's needs,

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please visit our website at owndata.com and book a demo.

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Now that concludes our webinar.

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I wanna thank Mark Hamilton for joining me

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for this session during knowledge

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and for recording this webinar with me today.

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Thanks again and have a great day.

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(logo whooshing)

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