hello hi sarah i can hear you awesome great all right getting some people coming into the room hey mark how are you sir good how are you doing today good our attendees list is growing so for everyone on the call if um i can just get someone out in our our epic council team to validate you can hear me loud and clear via the chat that would be helpful or a thumbs up using maybe one of the emojicons yeah all right there we go appreciate all of you we will get started in uh literally one minute want to make sure all of our panelists are here and accounted for hey christopher matt's here hey matt matt any chance have you heard from mr wiltshire uh just a few slacks this morning i'll check on him awesome i he did not have a chance to respond to me yet i see him out there mr wiltjer i'm promoting you to a panelist you should be able to i might have promoted the wrong david i apologize one second and then we'll get started actually matt can you help me with that i apologize the names are going by too fast yeah i'll take care of it thank you i appreciate it all right i'm going to share my screen and introduce um our team we've got a good agenda and hopefully we get some good value out of this today so let me share my screen and you should see a servicenow epic council landing screen the presenters mode hopefully that's what everybody sees excellent all right team so we're we're back again it's been since believe it or not december since we we connected as a council and some of that's been i think due to um really my availability and running some some new teams inside of servicenow so i won't make excuses we're back on track and we'll get these going again hopefully shooting for every 60 to 75 days is kind of our our internal goal so i'm going to cruise through this so just a little bit of housekeeping the zoom that we're on will be recorded though all this content will be shared via community.servicenow.com under our healthcare special interest group if you don't know how to access that area please in the chat i've used that and any of our panelists can our hosts actually can help you navigate to that location all your phones are on mute that is intentional so please use the q a feature inside of zoom to ask your questions and matt myself and others we will make sure that everyone's questions are answered and that's something we can't answer we will make sure we follow up with you so a good a good agenda i'm going to go through council purpose here in just a second but we have a couple special speakers well we'll have david wilcher who is our epic council champion it's going to take us really through just a few minutes of kind of setting the perspective of the importance of a common service data model as it relates to health care and specifically epic and then as kind of the bonus on top of that we have mark bodman a senior product manager here at servicenow to actually walk us through the common service data model and some of the insights and maybe we can start making some some relationships uh as it's related to a healthcare space and setting so look looking forward to that content then we have vashakka saint uh that's going to be taking us through basically healthcare roadmap of our our upcoming releases so we're not committing to necessarily any product by dates or times but we did want to share kind of the models and focuses and vishaka will will be taking us through that um to wrap up we'll have sarah strubel taking us through a few marketing updates really that's things really focusing around knowledge 21 that's right around the corner for those of you who will be attending we thank you for your support for those of you who are interested in attending we can make sure we can get you some information there as well so i'll be brief for any of our new members from a epic council perspective this is this is really born out of the customer's perspective it's it's a it's customer-led and servicenow enabled so if you have topics you have conversations you have use cases that you want to see brought to this this you know account the upcoming councils for this year and beyond please share those with any of any of us on the call today from servicenow especially uh with david wiltshire as well we can collaborate around that we want to make sure that we represent the topics that are most interesting to you just like the uh the common service data model has been a big topic for several months and we've been able to secure uh some speakers for that i want to reiterate this is not a place to sell so you're not going to hear us telling you that you need to buy something or that you need to license something we're happy to try to take those questions offline and get them back to your account teams if necessary but really this is about you the healthcare industry and how servicenow is playing in that space all right mr wilcher i hope you're miked up are you are you good to give us a couple of minutes on why this is why csdm has been important to you and the conversations you've been having sure yeah can you hear me okay i hear he's good sir awesome yeah you too um so yeah i guess i guess folks have me to blame for the the cstf topic today but i like it i hope it is because uh it's useful to folks out there so i had reached out to chris and we were talking about potential topics um and and i had kind of mentioned uh to chris and the team at servicenow that as i talked to other other healthcare customers who have reached out to me i've probably had seven since the beginning of the year seven other systems outside of uw health kind of folks reach out to me and say hey you know what are you guys doing with csdm we're trying to model csdm we're reading the white papers we're watching the labs we're doing the now learning content um and it's really difficult to try and move i think towards a more kind of service oriented mindset in your your is department um and and try and really align with the csdm if you can't model probably the most important application and in most health most healthcare environments so you say great i'm i'm totally on board with csdm we're ready to start doing this and you turn around and look at your app portfolio and say well if we can't do with epic none of the other stuff matters so how do we do it with epic um you know i've i've sure some of you out there probably watched there's like an accenture webinar going around where they've modeled epic one way and i know at least for my organization and a few other people i've talked to you look at the accenture model and you're like that doesn't look at all like how we actually structure the support of this internally maybe for that client um so i'd kind of pinged chris and said hey it'd be great if we could maybe get somebody from the csdm team here to talk to folks so it's not just my interpretation or an individuals but maybe someone from servicenow as an organization i'd say it's very relevant to us we're actually in the middle of migrating into the kind of csdm crawl walk stage so we've been doing a lot of that work internally i've got a a major go live of application services for our organization on tuesday as we we migrate into the the first kind of stages of csdm and for a lot of folks i think if you're looking at how you as an organization start to better represent what you deliver in the form of services and not i'm an hladt analyst but we provide a service and adt is part of that the csdm is super relevant right for creating that kind of single language across your is department and actually across your business for what you deliver across your organization and that's that's no small feat to migrate into so i'm i'm excited to kind of have mark here to talk to us a little bit today and hopefully maybe be able to answer some questions from folks in a better way than i've been able to one-on-one with some of you guys well david you're probably not giving yourself credit we sure appreciate you taking those calls on behalf of uh what ultimately is a data model um i'm gonna i'm just gonna segue here over to mark so mark just to just to kind of set the stage we know we know in healthcare it's the best of breed environment a lot of applications are purchased with the intent of delivering great patient care great patient services uh great community services so there's there's quite a bit of i would just say detail between i bought great apps i want to deliver great services it seems to be where we start and want to end up i think it's that middle ground that we're definitely wanting to hear more about as a council and community hopefully you're able to to enlighten us a bit with some of these insights so mark i'll turn it over to you sure sure um so yeah my name is mark bodman i'm based in austin texas or nearby austin texas i think i've talked to a number of healthcare customers in the past i don't have a background in now healthcare i've got a background mostly in enterprise architecture back back in dell i was here at dell worked there for about 10 years so i've got a little bit of different background but you know as an architect i'm always looking at the pattern and looking at how things work i'm responsible for the cmdb csdm and what we're calling service graph products here from an outbound product management point of view which is really working with our customers putting together some examples and a lot of the stuff that you'll see on youtube and some of the material that we present to folks is all coming from a lot of it's coming from me and we do have uh some epic examples that we've put together uh the one that you're probably referring to from accenture that is something that we actually have uh worked together on i don't have a background on eptics i was really relying on the on the accenture folks to figure that out but i can share a bit more information about what that what that looks like and and also i just wanted to get an understanding of how many people are familiar with csdm itself um and and i can do a really brief review of it and then we can kind of jump into maybe the epic example to show you what that looks like and and maybe have some take some questions about things would that help yeah i'm seeing a couple hands go up i think it'd be good to level set on what csdm is how servicenow views yeah and then obviously the example of an epic service uh that would be helpful then absolutely we can go into some q a great great so i'm going to take over the screen sharing looks like you still have it there so yeah okay and uh all right so i'll get back down to the example here i just want to take you through a really quick high level overview on service graph and where we're going we have this idea of understanding the full life cycle of digital products and services that you create for internal or customer use things start off in the planning and then they go through the whole div release deploy process and then operational so probably most of you have seen devops we've extended that with what we call service as well because there's a continuous service management whether it's internal to your stakeholders or external to partners and or maybe you know your customers your health your the patients that come into to see you you're in the hospitals um and so the the service graph represents the full extent and goes beyond the traditional what we would call normally called cmdb and the reason we're going beyond it is we're picking up elements in the model at the conceptual planning stage or we're going to be starting to flesh out things that are happening in the build and coding stage we have a devops product for that so so we we have to look at everything from an end to end perspective and people want that full life cycle view so we have another team that's building something called a digital portfolio workspace which is the ability to see everything together in one view the csdm model we've been at it at this for a number of years now but uh our history is we let customers do whatever they want we provided you know uh some basic tools and a lot of a lot of flexibility but every customer did something quite different and back in the 2017 time frame i got together i was representing the itbm portfolio up in this you know planning stage and i got together with my ops and service management friends and uh colleagues here and we said we need a common way to do things because you know we're creating the same information in different places depending on the product you buy where you start and and thus uh csdm was born to kind of stop that to curtail that to have to take that cmdb and go beyond it because we had needs that uh stemmed further up the stream here especially in my old product i used to be the product manager for app portfolio management which is a very high level planning tool so so as we evolve we start to fill in the gaps along the way here we we needed a common model and that's kind of what csdm represents is that framework that describes what that model looks like and we've been working with all our product teams to make sure that they implement the model or leverage the model uh ever wherever possible and we add more components as new shared entities become uh obvious for us so so those are it will continue to evolve and we'll continue to add to it uh so when we get into csdm those three areas kind of map to these three colors that you'll see and what we're calling the design manage and consume domains of the model so csdm we separate out the different areas of the model based on where we are in the life cycle but we want to connect it all and it is also referencing what we call the foundation domain things like organizational structures location hierarchies those that's all foundational and we use it sort of across the board so everything kind of sits on that foundational data so that's that's the basics for what we have in the csdm framework and i'll just go to the the main slide that shows what it is we have entities that are in the design phase and these are all more or less conceptual in nature here you capture a lot of the enterprise architecture type information uh the business capabilities that you have the information objects at a conceptual level you know is this customer patient data or is it billing data or you know kind of a some i idea of what kind of data you have and then the on the most important thing at this level is the business application portfolio it's what it what are these apps that we have it doesn't represent how they're deployed it just says that these are the things we have and these are the things we're managing the application service represents the deployments right you may have the same application deployed five times so maybe sometimes uh one or two in test environment some in dev environment of course in production environment when you think about epic you what i've seen a lot of cases epic is deployed multiple times for each hospital so it's configured to do something different depending on what hospital you're in and we'll we'll get into that example to to really um talk about that and then underneath each of those deployments you have specific hardware and software that's there so that software in hardware could be in the cloud so i have a whole another talk track on that we can get into at some point but when we and we bring that kind of entity in there to say okay this is the test environment in the cloud or production environment for this particular use case uh this is sort of the the core for csdm it's understanding what do you have conceptually logically how is it deployed and then physically where are the where's the server where the where's the hardware that's associated with that deployment uh so conceptual logical physical those are the tiers uh and then from there we kind of stem off to create those technical services which are the lower level uh infrastructure tier uh to manage the the specific infrastructure as it comes and goes to be able to manage the platforms and we'll get into what that means in a minute but you have some of these applications are actually platforms which other applications are built upon and my understanding is epic is sort of like that it's a platform and you've got modules on it so it had in the example when we get into that we'll we'll distinguish the platform itself from the applications that are on the platform uh we also have a technical technology consumer part here these are the folks building new apps so uh servicenow itself is a platform and there are apps on it so we fit the same pattern and uh as a product manager here i have to use whatever the platform provides his capabilities and i build upon it to do something more specific uh on the right hand side this is what we call sell and consume and the idea here is that we have these offerings that define what it is we do and there's a catalog that suits a particular business customer and the business consumer can be internal or external but the idea is you can have a specific offering for a location so and in a healthcare business i know you've got hospitals that have uh specific instances of of applications that they would have to go to so you could funnel that that particular consumer based on the catalog and where they are or the group they belong to are the department they're in from a bu perspective so there's a lot of flexibility in how we know who those consumers are and what they have access to when they come in and they request or leverage something off in it um and the last thing that we actually have is we we have the this fly level so we kind of implement cstm in stages and at the fly level we kind of deal with the the outermost information so think about the core being here and we've kind of flush it out this way this way and then the cream on top with this kind of information this allows you to manage the portfolio of services or adding information objects when you have the rest of the model established uh it's hard to inform to manage the information objects unless you have the the business application already established so we kind of add that on later in our tiering so that's a really fast overview of cstm we have courseware we have a lab that we get into to describe how this all works on our platform with various tools so i'll send a bunch of links to the folks uh later so you can kind of access and learn more so i wanted to pause there real quick i know this isn't a lesson on csdm we don't have the time for that and i wanted to get right into the see it to the epic uh example just very quick questions so i can answer okay mark it's matt um in the q a there's a couple questions really and this might be addressed down further in your talk track about how this would apply for self-service within service catalog or within the service portal by having these services defined and you can open up the q a just to see the specific questions maybe a little bit later yeah yeah i'm looking at it right now um presents itself to the users in the service portal so the csdm by itself does isn't presented because this is more the data model that folks that are managing the platform need to understand what we do is we provide those catalog entries that allow people to access what they are granted access to or already have asked for so we have something in the system called subscriptions so if i'm a user uh that comes in and i belong to a certain department that might be an entitlement that gets you a subscriber access to an existing system so the subscriptions can be for an individual user if it's a one-off a location for everybody in that in that particular area or for a particular business unit or department so look at the subscription capability that we have in her service portfolio management and that's how we manage access and also the fact that if you move from department department or hospital hospital you might see a different request catalog based on that context um big hurdle here underway i don't know where to go into a request and that's really where we try to create a single catalog which is contextually smart enough to know who you are when what you should be able to see there's a lot of functionality in the catalog function that we have on our platform and so you can start to leverage that information more and more and make it more tailored to the individual or situation like the location here at servicenow we have something called follow me printing and what that means is depending on where my geo location is i find the printers nearest to me on the globe so if i'm in singapore visiting you know customers i can see the nearest servicenow printers maybe in the singapore office so that's information we can we can add and we can leverage in that catalog experience um best practice identify which apps are used at a specific location yeah it really goes through that service offering because when we deploy the applications right uh we're deploying maybe foreign for a specific user but it's really setting up the offering and setting up the rules in terms of how those offerings are exposed to the catalog which make it more or less consumable um when you're you may be deploying 10 versions of this application in different locales or different hospitals but it's you got to set up the catalog so access is now tied to the intent some things are going to be global some things are going to be specific to a locale but it's it's really when people log in you have that information and it's important that you leverage it in that catalog experience they get routed to the right one you know um and then a little bit more to know about applications ci to be discovered yeah so the key thing here with these tiers this lot this conceptual logical and physical tier this is discoverable so the cmwbci apple table is down here now the application service i like to think about as an instance or a system these are specific pieces of software and hardware configured to work together now there may be dependencies on other application services out there like ldap or um maybe a sister deployment that it exchanges data with this we can capture two in the model uh and often do so but from a dependency point of view or for from a planning point of view you you plan at this level right in the design this is where you decide to decide to invest in something or get rid of apps and then of course the underlying application services are where they're represented in terms of deployments and then finally all the code because you don't just deploy a piece of code that runs the you know the logic but you also have to deploy the hardware the net the load balancers if it's a cluster if it's uh if it's got storage arrays associated with it so all of that has to be configured per instance and that's what the app service to infrastructure helps to manage so i think that's covers most of those uh questions service mapping basically is the product that we sell to map each application service so each instance where we can understand how those underlying piece parts are used within that particular instance so it's a quick and quick dirty fire the you know answers there but hopefully it gets to most of the the overarching questions here um let me just drive into epic and i'm gonna uh i have a number of platforms and the platforms are all constructed in a very similar way so in architecture we like to identify the pattern and once we understand the pattern we follow the same pattern for every every instance every use case that we find that matches the pattern so in this case we have a healthcare platform which is of course epic and we're going to look at the architecture type to identify the app that's on the platform versus the host because epic the way i understand it and i'm not an expert but epic is kind of a platform which you enable different modules on depending on what it is you want to work in that particular instance and in this case what we have is established uh three applications that are on a specific application uh platform epic platform uh this applica platform is really the application host and there is a direct relationship between these apps on that platform and this is uh kind of think about this is uh there's a dependency there and this is again in the design view right we're looking at it from a pure design point of view in the in the uh blue here this and this is what people like the architects would know when they're doing system designs you would have this kind of information available to you now when you deploy it that's where it becomes an application service and then what we're seeing here is we've got a couple of different modules that are on particular platform and we use a depends on relationship here from a service management point of view what this sets it up is if this particular host goes down these two modules go down but the modules themselves are independent from one another so you can have one module fail and maybe the other one's chugging along uh fine uh like i said you can have dependencies between these things as well so that can be uh if if this one's dependent on this one if this one goes down this one's still chugging along but if the other thing the other way around happened uh we might have a problem so if this one depends on this one and this one goes down this might have interrupted service here so it might be degraded so that that's how we use the dependency arrows that's how we manage these things and then of course the the modules don't know that they're on hardware the hardware relationship is held by the actual platform here doesn't mean you can't have hardware allocated to the actual modules but in most cases it's kind of obscure from the actual uh modules on it just like when you use servicenow the platform is on hardware but the apps on the platform don't know what hardware it is it doesn't really matter um and i want to just take that out just a couple more levels here what we have here is the platform services and hosting services for the infrastructure so we have kind of two layers represented people that watched after the infrastructure layers and then we have people that manage the platform itself so you may have people that understand how epic is deployed in general but they don't know the apps on it and you'll have different folks that understand the apps on it and that's why we make this distinction up here you got different owners uh and then from a capability point of view they're providing different capabilities so you have a business capability up here that is about medication management uh versus patient management all might be part of epic but they're actually in a different uh space here okay and i don't know epic i don't know if this is accurate this is what i was told i can obviously change this based on actual data and when you flush this out to a full implementation this uh this might look uh very different right so that's kind of something to keep in mind uh the other thing i wanted to show you is you may have different versions of the of the software installed so this one represents an application on a server for your production environment and this might be an entirely different install with a different version of the software and of course it would have its own model around it and the last thing i wanted to kind of cover is really where these different offerings are available this is where you place the sla and you can connect to the catalog you would also track your you know number of users here and then from a service portfolio this is where we kind of look at the roll-up of that information so if if the mri functionality needs access for example for two different modules uh then they they might go through these two different offerings and the overall service has two different offerings that provide that kind of capability so this is a very quick high level i know it's probably uh for for experts in this field you're probably saying well what about this what about that um can we see you know everything deployed like like a real hospital scenario where i have 20 hospitals and maybe i've got different deployments for each hospital that cannot certainly be done that would that would definitely require more than one page so i wanted to pause there and it looks like we have one question with epic there's also other infrastructure applications cache yeah so the other infrastructure applications there's two kind of two modes okay so when you have an instance everything under that instance is going to be illustrated here and if it's another application service which is runs the database that that can be illustrated as part of the that particular application service uh so if it's a shared database there might be another epic and uh install that has a dependency on that same database so the there could be relationships between these application services that's what that depends on kind of represents um that but that yeah that's kind of what we do here uh this depends on obviously is a really hard dependency because it's it's uh modules on the on the epic platform but you can certainly have those dependencies between entirely separate systems if if that's the case like if this my chart depends on this epic platform in some way there might be an api call api call that kind of calls out we can manage that and understand sort of the nature of that dependency so if this goes down these guys maybe have degraded service but that's the nature of what we need to manage from an operational point of view so that we when when there is an issue when there's a change we can see the trickle effect of dependencies and understand ultimately what's not going to work you know out at this level and that's where we can start assigning the right resources to troubleshoot it because somebody else might own this uh deployment versus the deployment up here at this level so this is somebody else's deployment uh somewhere else in the data center or in another hospital if that be the case so it i know it's a really quick sort of run through um but i'm hoping it starts to make sense based on the previous overview the the one thing that we're starting to really focus on is these product models because product models are how we understand the piece parts and we we have versions of hardware versions of software and it's not just one one piece of software there's the database service there's the operating ser operating system there's a lot of product models involved in these complex systems and the the key is that we can sort of understand all those piece parts and we can kind of look at it from a risk standpoint at that application service to say hey we're running outdated hardware or there there's a piece of software that's got that's going to be end of life next next to a year we'll have to upgrade it so we can kind of look at that from a deployment perspective and then the nice thing is if we have that traceability all the way up here we can kind of say you know which business capability are we going to invest in or let's let's not do that anymore because the software is too expensive we'll get rid of those apps and maybe we'll outsource that capability to another a partner or something all right um vision offering used along with catalog items for epic module support the uh i'm not following the business value of using offering in service catalog well here's the thing offering is where we deal with the specifics in terms of slas and connection to the catalog so without the offering we don't have that okay so if i go back to the orig to the to the first um diagram of cstm we need to get to that level of detail to be able to connect it to the catalog at all so the offerings are what connects to catalog it's not the service so this over here is out there to manage multiple offerings so it's a it's a one-to-many relationship between offerings and the slas hang off of offering and also price so you may have tiers of offering you have a a gold silver um bronze level of offering now if it's the same service you may only have one so you don't have to actually have many but uh and and and if you're using our service owner workspace service portfolio management solutions it will uh prescribe that you can't really put it out there unless you have the offering described and connected so so one of the things we're doing is working with each product team to kind of ensure that the model is used even if you're not you know ready to leverage all the all the complexity there's something we call an architecture there's an architecture prop pattern called model view controller this is the model okay you're looking at the raw data model here and there's a lot of there's there's there's more nuances obviously that you're seeing but this is the model the view is what you see on the products we sell and the controller is all the logic so what we're doing is we're automating more and more of this so eventually we're going to have something called the digital portfolio workspace where the application and the service is in one spot and the the offering and the application service down here are are going to be the the things that you will you could that connect those two um and that's going to eventually come back together when it comes to the product model so we want to manage everything like a product and what we're i can send some links to the some of these future oriented topics but uh probably too too much to get into in this particular uh discussion but uh that's that's where we're going we want to ensure we know we manage that consumer provider relationship we want to manage how these are tiered on one another because there's so many i would say connections that we need to manage over over a period of time um please describe the catalog process you envisioned it's not that i envisioned we shipped the catalog that way now so so for example if i log in to the system using your terminal or a phone or whatever device i can look at the location of the person and use that to tailor the catalog and the catalog can then of course go to the right offering and the offering of course is is going to provide access to a specific application service now when you when you engage the catalog you can pre-allocate you know a subscription or you can have a request process which automatically uh uh routes the request to the right down downstream systems or to the approver sometimes i might need an approval process but you know this person has never been to this location before but they're logging in asking requests to a to a certain service you might have an additional step in the process which is what the catalog process is all about to approve that particular individual to access that particular instance of an application they've never logged in to before but the the thing with the request catalog is the services aren't there just purely for support ticket we want to make things self-service by uh and contextual to the users that use the systems otherwise you have these forms out there and every you know if you've ever gone to an incident management form and you've got every single possible thing you can select right nobody knows what to select and and that is pure stupidity because if i know who where that user is i know who they are i know that they've got subscription access to these 10 systems i don't need to to display all those options i can tailor the options to just what matters to them and if i'm really smart i can even display a little window on here saying oh this system over here is down because this server is offline we expect it up in 10 minutes so by by putting in that kind of capability i now provide a single portal in which i give the customer a very tailored experience to be able to access and do what they need to do yeah mark can you hear me okay i can hear you yes hey this is dave i i think um i see jonah saying saying yes i think that's similar to where where we're at where a lot of our epic requests tend to come through a global like epic request form with a lot of options and it's fairly complex and and i think one of the things we're trying to do right now as we look to take next steps with csdm is really think through how we start to define the offering so that we can say hey you work in this location you work in this region maybe you have these requests available and maybe they get routed to these teams because they support that region or they support that location or maybe they support that module but i think increasingly and i'm sure in much larger systems than mine people are like well this is the team you work with if you're in this region different team than this and so i think that makes sense i think one of the struggles that certainly i've talked about with a couple other customers that are in similar places to where we're at is like one a little bit about who in an organization like i see you guys have that role defined as like customer service manager like typically what role in an organization is responsible for defining those offerings kind of working maybe with the application support teams to define those offerings and then also like how you see managing the users aligned or the subscribers to those offerings like where you can leverage automation so you're not manually saying like these are the 10 people for this offering and how you scale that and i think the second part of maybe a question i would ask there is like is there any kind of best practice guide or model around how you start to develop your offerings and put those on the catalog and link it because i see josh's questions and i have certainly had those questions too where i'm like how on earth are we going to manage all these offerings how are we going to define them whose job is that going to be and how do i look at epic and not require all my epic analysts to become experts in the service catalog and offerings how do i kind of give them a framework of this is how you want to be thinking about structuring your offerings yeah and that's what we're trying to get to when we when i talk about something called digital product management um this is a kind of a hot topic what we're trying to do is bridge the gap between the folks that understand how to deploy code and put folks that are managing sort of the service management portion and then also the request access because a lot of times the operational folks deal with the requests and as well as problems that happen right there they're in the operational break fix sort of role um and there's a big divide between what i would call that that service owner responsibility and the app owner um what we're trying to do is marry these guys together and actually make it the same person so when i when i as an architect and designing my application or bringing in a new module let's say it's a brand new epic module i need to understand not only how it's going to be deployed but who consumes it and how do i leverage this information to be smarter about providing a catalog experience in a support experience that's that's specific to that that set of users historically i t has been horrible about that we've just we've had literally uh a wall between the development side of the house and the support side of the house and and i'm guilty i lived most of my life in the in development and i didn't care about what happened to my colleagues over here providing access or providing support for my applications i got a good friend of mine greg therosey and i i met with him a couple days ago earlier this week and he has no hair he's got you know ptsd and it's because i i basically threw a lot of stuff over the wall and i didn't care about what his his job was um we're trying to change that and and be full life cycle and that's what digital product management's all about it's it's the marriage of the app owner and the development side with the actual consumption and operational side but yeah the one of the reasons we added the foundational element to csdm is because every product on the platform needs to be contextually aware uh so when i'm designing this application to be used only in a location right i'm aware of the catalog constraints only let this thing be used for by people that are in that location when they come in and they they request something so but there has to be logic implemented in the catalog experience and i have to be able to marry that up with the offerings and of course the back-end systems that are specific to that location but you gotta you gotta design your applications with with the full life cycle in mind including consumption but today everybody has a different job and nobody seems to care about the next job or the one before you and we got to change that we're looking at goes back to that very first slide right we're going to have digital product managers that are managing these things through the full life cycle and we have teams we have somebody on the team that's maybe the the owner somebody on the team that does the code somebody on the team that does deployment somebody that deals with the operational and service management aspects uh but we're shifting everything from from silos to a full life cycle view and that goes right back to the planning and design if you don't have an understanding of who your customers are at the design it they're going to have a horrible experience and we we have to think about it like a product manager okay epic is a product and you've got customers to serve and if you've got to make that experience spot on otherwise they're going to hate you even though epic works they're going to hate the experience of getting to it does that make sense i'm going to jump in for just 30 seconds if you could summarize uh we need to move on to our next presenting presenters sorry if you could just summarize overall you know i think 50 000 foot view what's the real value here for a healthcare organization and understanding that we at servicenow are still modeling this out we're sharing we're sharing some use cases clearly there's more at it you know as both epic and servicenow continue to evolve in the industry i would yeah so i would say cstm kind of makes it easier to understand how the underlying data is connected or used by various places along the value stream what we're doing is we're making sure all our product teams are are more tightly integrating are using that data for every single use case whether it's a change and the changes for a specific location and you know helping to eliminate the number of fields you have to choose or the the amount of research you have to do and in in my mind okay this is my you know as a patient in hospitals my goal is that when i get there your employees have the right tools working at the right time and if they need have a problem they can get it fixed quickly so that i don't die on the operating table so to me if you can eliminate the number of choices on a form to be proactive about notifying people that this location is impacted by an outage this machine won't work don't try to use it that to me is the value keeping people alive because you've saved them a lot of time and searching or hunting or not knowing what's really going on got it got it mark thank you so much for taking some of your valuable time to speak to to our teams here and the council overall it's been been a really popular topic uh realizing we probably didn't answer every question that everyone may be thinking or all the different scenarios um david myself matt and others we will continue to source these questions and see if we can you know do a uh some sort of collective response back maybe through the community sig page with more conversations around this and mark i know we can reach out to you yeah yeah and there's a couple another question if we model other things in a similar fashion yes the question the the answer is yes and i'm open for suggestions um i'll add more more examples and i'll be publishing those on our youtube channel so i'll send out links to that and you can you can subscribe and watch for those that's great i'll i'll make sure i get you our our healthcare sig page that way you can post those directly so we don't miss them excellent thank you fantastic thanks mark all right i'm going to take over sharing the screen team we've got about 13 minutes left for our next group of presenters one second here all right should be able to see our healthcare roadmap this is going to be brought to us by mishaka saint and sandy pandita so i didn't introduce sandeep at the very beginning that's my fault i just had an oversight there's cindy but i sent you my apologies via slack internally so i send them in front of everyone i'm going to turn it over to this great team to really walk us through our upcoming release uh as far as models and focus in healthcare and um vishaka i can run the slides from my side if that works for you perfect thanks so much um and so yeah bashar khassan i joined servicenow about six months ago my background is you know kaiser permanente where i led digital transformations for them for more than a decade and uh other health care institutions in texas um and so always been at the heart of healthcare and i.t and bridging that divide and uh sandy well hi sandeep i'm the director for outbound product manager for healthcare i'm coming from payer provider and involved in health care i was recently in highmark health uh kind of the blue cross blue shield of eastern pennsylvania and uh both managing both the clinical and digital assets for the provider as well as the parent so yeah so right now we are focused on launching healthcare specific products for service now so and i wish i will talk to you about remedies of what we are doing so awesome uh if you want to go ahead chris so you know in our best faith effort trying to uh show a little bit of what's happening and just know that it might be different when it actually comes out um so i think where we really want to start is um next slide please uh really around just what's happening in 2021 right and just a a little bit of a snapshot um and just some updates from q1 so kovit i think everyone felt the the uh challenges from the pandemic and we see that here in q2 especially going into the later half of the year as vaccines are more prevalent market conditions are improving overall um i think that you know we're also seeing from a standpoint of partners and ecosystems how do we actually work with the right system integrators and the right partners so that we're bringing you know solutions to market that are meaningful and applicable uh to the challenges that provider organizations are facing today um at the same time we want to be very cognizant that you know healthcare is changing the landscape is changing um you know we've had existing products like emr health vaccine management physician onboarding but what we're really looking to do is launch a very healthcare and life sciences specific sku this year which really focuses in on you know a data model with some pre-built capabilities with a focus on very specific apps that sundeep is going to get into um as far as just expanding the customer relationship having more of these types of engagements so that you know we can really understand the true challenges and what the demand is from the front lines and bring that back into a process that allows us to have a look at the solutions and the ideas and have some structure around you know scalability applicability and value to a larger customer base as well um in just a little bit analyst sentiment you know i think that we're still um regarded as having you know reliable solutions in the market especially during the pandemic there was a lot of different sentiments happening in in with other organizations but you know i think that we are at a magic moment right now within healthcare where servicenow has a platform and the capabilities to help really fill in the gaps and be systems of engagement as well and then just finally from a marketing standpoint sarah will get into this in a little bit um you know we're hymns is approved at for right now it's on site so we will have a presence at hymns um and then next slide chris and what this really is going over is i i just want to you know pause and and there's this quote that that we have here um that we leverage you know it's not the strongest of species that survives nor the most intelligent ones but the ones that are most responsive to change and that service now you know what darwin said is extremely applicable because as i said healthcare is involving servicenow is evolving you know we are really moving away from this notion of just you know at kaiser we saw servicenow as a ticketing system right and it's so much more beyond that now that i see the applicability you know we're trying to focus in on the patients you know what are we doing for the clinicians and staff to streamline their workflows um and then from a strategy operations and technology perspective you know how do we modernize these digital platforms to offer scalable modular solutions and have really an omni-channel experience that is enabled by convenience but it's powered by technology and really overall the sentiment is how do we all what's our role in actually shifting to a value-based ecosystem right for servicenow we we can enable and help by providing you know applications that help improve patient outcomes but also look at organizational health what are we doing and supporting you as an organization to make sure that you're optimizing your legacy applications and actually providing efficiencies so what this is really going to talk about is you know the ability to touch the entire ecosystem and actually start on this pathway to evolving from beyond just you know a ticketing system into something that's more applicable and relevant as we see trends in care shifting into the home you know shifting outside the walls having more of the virtual visits and the policies that actually regulations are going to help enable increased volumes of those types of services um next slide please sunday if you want to yeah take over [Music] uh sure so as we are building like the health care specific products for uh from servicenow for the industry what we are looking at is expanding the current base functionalities of servicenow so if you think about servicenow already has the customer service management and the page service management as the base offering what we are doing in the product management is looking at that platform capability adding a healthcare core foundation and healthcare capabilities uh you will see that in the upcoming slides and then solving a specific use case and a specific problem in the healthcare right so what we wanted to do is two folds one leverage and utilize the base platform capabilities csm fsm analytics ai workflow engine all the things which are already built in on the platform customize it utilize it and make it enabled for the healthcare so a healthcare organization can really like download get the license and start using the application pretty much same day if not the same week so there is no like for lack of words development tinkering around on your end so there is a faster go to market and a faster utilization and roi return that's part one part two is as we build on this csm and fsm we will be building multiple solutions multiple apps again you will see that in the next slide all of them will come as a part of the roadmap of the products right so this way you are able to get additional roi additional go to market capabilities from the initial purchase of the product you have part right so um so a really a short-term gain but a much bigger long-term game so if you think how we are building so as i mentioned we already i'm gonna uh just to align everyone i'm starting from bottom to the top we have a platform which has csm fsm item we have a hr or workflows it's already comes in built with mobile application ai which is like intelligence and then the security is already wrapped in we have built a healthcare and life sciences data model um so the data model is the foundation practitioner patient uh the data model is fire hl7 enabled again the reason for that is twofold one is it is becoming industry standard now um mostly because of the cms mandates and also because of other upcoming api mandates driven mostly by cms and other organizations on top of it we have built basic capabilities again this is uh think about like the healthcare foundation or healthcare code what we are offering uh we have built application specific and field in field operations as well as service management and also in visit management so visit management includes your healthcare concept as well as your digital documentation again because healthcare content because it is pretty much a part and parcel of any healthcare interactions and then protocols is what we are defining as any care specific protocol so think about protocols as your pre-visit during visit force with your speciality your therapeutics so those are the different protocols which can drive a lot of other engagement different solution different pain points from the rome release point of view as i mentioned these are the things which we are identifying and resolving for a specific pain point we are calling it like the patient journey management or the patient access which is a patient call center for any inbound inquiry so if someone as a patient or a provider has questioned about scheduling about billing inquiry or scheduling inquiry or insurance inquiry prescription refill you can build a workflow and you can build a playbook which a call agent can use to resolve those issues um this is what we are releasing in the room but as we move forward we will be adding additional use cases we have identified few use cases but if if the team members say i think there are additional use cases which they are facing right now we would definitely like to hear from you and build those workflows build those applications for your use case which i'm pretty sure everyone else in the healthcare organization can use to so we want this relation to be like very symbolic very mutually driven we have some point of view but we do want to listen to your point of view and see like hey what are the pain points which we can solve with the application and the platform which we are building right now um this is going more in details into the data model we have again you can see we have the data objects and again we are providing a data fields one takeaway i would like to say is this is not this is the file this is the current version of our data model but not the final version um we will be expanding on this data model as we identify more use cases and we build more solutions on our uh on our platform for healthcare clients um these are some of the screenshots and some of the applications we have so this is like a patient 360 which provides a centralized views of customer activities and history as you can see on the left hand side you have the patient name basic information we have we have captured the health insurance their care team and then on the we have other interactions with them open cases we have all the appointments they are scheduled for so this provides a college and a very comprehensive view of off the patient sandy shotgun i know we're we've got one minute left i still need to get to our k21 updates with sarah um just to let all of the attendees know this is again it was recorded which you saw here you can review again if there's questions specifically for vishaka and or sandeep please please post those matt and i will work those offline and get you individual responses back we have we'll have your email addresses from the um from the registrations bashanka sandy thank you so much thank you chris thanks sarah we've got about a minute and a half i'll buy something yeah um all right well we can just we can i'll send this out um on the community platform we have a number of webinars and and recent articles and some interesting podcasts so i will add all of those links to our recap post on community and we can skip ahead to knowledge all right yeah so knowledge is coming up um virtual event registration is free and it starts on may 11th from a healthcare perspective we have a number of really interesting uh sessions that we have planned including a keynote um with mike lucy our gm for healthcare and life sciences connie sheeper who's our head of product for healthcare and life sciences also a great fireside chat uh component with greg richardville from scl health um for a deeper dive into the product that vishaka and sandeep were starting to go into today we also have a session and an associated demo that you can see that really unfold as well as a conversation uh with uh scripps with clark kegley from from scripps uh we have a number of really great uh customer sessions including uh one that um david wilter from uw health will be doing um but across our entire portfolio we have sessions with wellstar spectrum health uh common spirit st jude's nhs scotland on their covid rollout um and uh i think about 30 or so other healthcare and life sciences sessions with partners and others so make sure you you check that out and register looking beyond knowledge we also have hymns coming up as vishakha mentioned we're going to have a great booth experience there um really expanded space and experience uh we're also doing a lunch and learn and we'll be in the hims interoperability showcase as well so more more details to come on on that whole experience fantastic well everyone i know we were about a minute over i apologize csdm was a bigger topic than i think any of us anticipated but i'm glad we were able to cover it um again if you have questions about anything with to do with knowledge and or some of the product roadmap that sandeep and vishaku were able to share i'll stay on for for capturing those in the q a you can always reach us obviously through the community page as well so with that i'm going to end our call today thank you all for the support and we will see you hopefully in the next after knowledge so i'm calling connie saying it's going to be in the summer so we'll say it it's sometime in uh probably the june time frame for our next epic council so until then thank you all thanks chris absolutely absolutely thank you to all of our panelists and presenters you