so hello everyone thank you so much for attending our office hour number 30. i can't believe we've done 30 of these now on itsm and itam asset management so we have a couple of great guest speakers here today um but the kind of set the ground rules so for the first half of the office hour it's all about the subject matter experts we're able to invite to talk about the topic to ground us and the best practices functionality etc that's related to that um any key areas and topics that you guys have submitted questions to us in advance as you registered i have sent that over to the team already so that they're well aware and then in the later half it's all about q a so ask whatever questions you guys have related to it and our subject matter expert rock stars will do their best to answer those questions if we're unable to answer those questions in this office hour don't panic especially for those who are reviewing this from the recording we will work to reply to those questions so just send them over to charles.rayburnetservicenow and i'll get those questions answered as soon as possible and back over to you um and without further ado i wanted to introduce you guys to sean hammer and eric farrington here at surfers now so sean if you want to introduce yourself name eric if you want to say a few words about yourself and we can get right into the office hour perfect thanks charles my name is sean hammer i am i lead the outbound product management for itsm for the americas for servicenow i'm a seven-year veteran of the company uh i've worked in the professional services organization internally in our problem management team and uh and now in the product management team for itsm and uh really looking forward to this i've seen asset management deployed in a lot of places for our core product um prior to us having an i.t asset management team and uh have now seen where we're headed and it's it's pretty exciting so i'm looking forward to getting into the questions with you all and uh having this conversation with eric and see what we can we can uncover awesome thanks sean um so good morning or good afternoon good evening for anyone watching the recording my name is eric farrington i'm the director of product management for our its business unit here at servicenow um i have ownership over the hardware asset management product as well as the core asset module which we'll be talking about some of the differences between the two today we'll be doing some demonstrations but just expand on the intro i myself as well i have a have a long long relationship with servicenow although i will tell you i have been in the product team for three about three and a half years i i've worn the been able to wear the hats of uh early customer starting back in 2009 i also spent five or six years in our partner ecosystem doing implementations roadmap consulting to be able to help drive customers on their journey um so and and that really then i say brought me here to the mothership to be able to develop into the product and really raise the bar for product maturity in the asset space so as we look at um look at our you know kind of our content our agenda today i really wanted to be able to take a look at that core asset module be able to define what that is and then put the magnifying glass over hardware asset management which launched in september of 2020 so the paris release and has now gone through its second release where we did bring new features into quebec so i want to be able to demonstrate some of those features talk about the difference of what's in ham versus what's in that core asset module because that core asset module we do see is is live for customers when they turn on itsm when they turn on customer service management but we want to really be able to show that path forward and what we've developed in ham to really be prescriptive and drive that maturity within your business so i will be a good corporate steward uh though as i do get started and while we are going to be focused on product functionality that is live in paris and quebec if we happen to get into any uh forward-looking features in q a uh certainly safe harbor notice does apply for anything that is not released um and we would certainly guide that you would not make a purchase decision based on a future future feature which uh has not been formally released yet all right so you know i want to ground us just in a couple of things and and this will be more demo than than death by powerpoint but um you know when we when we tackle hardware asset management at servicenow we want to be able to put a focus on the holistic life cycle and that really is placing the challenge to be able to say that we know that customers have data everywhere we know that they have localized processes maybe things that you've built over the years or that work for your organization but when we talk about the strength and goals of hardware asset management we're really coming into the visibility and the accuracy of that data within your environment what that means is that we want to be able to create a solution that touches on every single major point of that life cycle so that you can effectively say from the time that i plan to acquire an asset all the way through its end of life you have and ham will then drive in features or functions which will help you maintain a very accurate picture of that record as you're doing deployments as you're doing as you're servicing it as it's coming out of service as you're managing your stock rooms right we want this efficient we want it effective knowing that we have a lot of data um and as we improve that data quality this really becomes an opportunity for us to better relate related areas that that depend on model or asset data like itsm like itom like business management so to really tackle the topic head on you know we people often say what is the difference between that core asset module that i see in uh in my itsm or my customer service instance and ham or hardware acid management so the core asset modules that that green portion on our on our diagram here this is really the data foundation right this is available we have the access to the records for our asset record for our model record we have stock rooms available to us and even going back to 2019 the new york release we did bring in the mobile application we wanted some basic asset functionality in there such as that barcode scanning to receive or is the end user be able to see what assets are assigned to my profile okay um but really some of the big things that we get into is is that we know um that you know there is very little process that's provided with that core asset module okay you may have if you turn on the procurement functionality you may have that basic request but there really is no other process you need to use things like workflow editor or flow designer to create your own processes we saw an opportunity there where then within ham to be able to say let's get very prescriptive so let's help our customers be able to have prescriptive workflows of what that end-to-end process should look like in their instance and i'll demonstrate some of those in a few minutes um for things like disposal for things like refresh stock orders right the lease expiration the the general asset request and really what we want to be able to do is to protect the accuracy of the objects we're touching through there we put automation behind each and every task in those flows so that as your technician completes the task the asset records will update and i will demonstrate that today so that what that means is there's no more manual updates there's no more completing my work in a ticket and then going to look up the record and having to update the state and the status and the assigned to and making sure that the licensing or allocations are mapped over we take care of all that through automation now we also know that customers do have requirements on top of that flow which is why we call out our asset flows to be a standard practice and we want you to be able to leverage that low code approach of flow designer to be able to add on that additional task to be able to add on your approval chain now you don't have to worry about reinventing the wheel or building the whole process and supporting all that custom tech debt in your instance but you have the ability to start with our standard take that low code functionality and say in the case of a disposal process you want to add a task in to shred the hard drives before pickup you can drag and drop and add that function right in so i want to get out of slides here i promised i would get into some demo here and i let's let's touch on some key features um as we get into ham that really every ham feature and i'll just go back to that that triangle diagram for a second every feature we created was to write back and strengthen that core data model information that you already have and you're using today so our workflows for disposal they're updating these records the normalization that we bring in that content library that's improving your model records and adding that life cycle information from the manufacturer so that's going to be a good place for us to start when we look at a model record and we talk about normalization what we see is is that within your instances you have you know we have information coming in from discovery it's coming in from uh third-party systems coming in from spreadsheets we start to see variations and duplication affecting the model records you know this could be as simple as they're inserting a dash instead of a space so what we're doing is we're taking all that variation we're matching you to a result from a content library that we're bringing down to your instance so what you can see then on the model record if i'm looking at the hardware model record we're going to normalize based on the manufacturer the name and the model number and we're going to match that on the back end of the content library and align you to that curated normalized model okay now to show this to you in action this works and you know we have some customers that say well wait a minute does this only work with discovery when are we normalizing we normalize when you create save or update that record so if you're bringing in records from an import from like a merger and acquisition everything normalizes when that's created when you're doing discovery or sccm to monitor and you're bringing in new models normalization runs right on the spot okay so if you had data that you were maybe bringing in through an import or even manually typing and you bring in you just you know some bad data we save this out now we're matching on the manufacturer the name and the model number you can notice the model number is empty now this is the unique identifier so having it empty is not going to be good for a normalization result or it's not going to be good for tracking that information my system but when i save this out our normalization runs right on the spot and it normalizes from that back end library what it can find okay so it matches apple it locks in that result now we go through an alias mapping and that shows that any you know variations to that or as it's being if it doesn't look exactly the same way we have the ability to convert that into that normalized result of apple so if we look at just the mappings we're supplying for a manufacturer like apple we're carrying over hundred variations that we've seen input into that manufacturer field and we're redirecting it to say you really mean apple now we are not changing your entered data we're bringing this into a net new field because if we were to overwrite your value and you were to rerun that import or rediscover it's going to create a duplicate which defeats the purpose of normalization now if i came in and said oh well you know what my in and the other piece i'll call it is because this data is bad you can see the effect it's having on the display name which means any ci or any asset that was related to this you're going to have a really tough time identifying what this object is okay now if we looked at maybe our transformer we have that model number we can bring it in which is the unique identifier of our model we update this record and when we save it again normalization is going to kick off again and what we can see is that it locked into the model number and it was able to fully normalize this result it brought in then from the library the manufacturer life cycle dates like end of sale end of support end of extended support and to life anything the manufacturers published out to date that's coming down onto the record so now i can see aging against it and if you notice when we fully normalized we overrode and gave you a very clean value for that display name so now when i'm looking at the assets or the ci's that are related to it i can see that very clean related name and i know what this object is okay so normalization is a huge lift in helping customers clean up and understand the data within their cmdb and also the asset database because excuse me both of those records are consuming the product model so that's our normalization function and that that really helps drive the data quality against the model but you know this is hardware asset management as a product so let's put some focus on that serialized asset on that consumable asset how do we get better how do i maintain the accuracy okay when we look at a workflow that we brought in i'm going to pull up the example i touched on earlier of of our disposal flow so we do have um predefined flows for refresh for sta uh replenishment of stock for the standard asset request but let's put a focus on one that you know really challenges customers today now if we look at a completed one just so you can see the flow tasks here is the disposal flow fully built out verifying the assets i want to get rid of scheduling the pickup of the vendor um confirming that the the departure getting the confirmation my stuff's arrived to their site and then securing the disposal documentation now we have the assets related and one of the things i will call out is that whether i have four assets 40 assets or 400 assets as these tests are getting completed you'll notice when i go over to the next next ticket all the asset records will update as i'm progressing the ticket there is no more need to click in and update all those individual components separately okay so if i were to go back and look at one that i have started here okay this is a disposal i'm coming out of my san diego south i don't yet have the vendor assigned and when i look at the tasks if i went to my work queue these tasks would already be in there but we're looking at the full view here you can see that i've already verified the three assets that are going to be planned for disposal my next step is to schedule the pickup so i come into that task that's assigned to me i'm going to select my vendor in this case i'm going to use uh ingram micro for my disposal today i'm going to set a scheduled date well they're going to come this is going to be prompt service let's just they give me the confirmation number for my order and eric's going to be the pickup contact we'll say pick up at loading dock right so that test gets closed and again it's moving this process forward now the next step within our you can see as we refresh this the next task in sequence just fires and our work is following that workflow now one of the things i will call out is our next step is is that the vendor's going to show up and pick up these assets so we want to be able to confirm the departure of these three assets now typically this is done through a checklist manner or some way for me to be able to verify what's what's going out but we also um enhance this product in in the quebec release and we brought in the mobile app to help assist this disposal process now when i go into the agent app i can see that i have a widget up top for asset disposal and i'm going to select that and this is going to show me the tasks that are available for completion for either verification maybe i'm going back into the corner of my stock room or even departure where i'm standing out on a loading dock no here we go let's do this you know and this is a great example here if i come in and i go we're going to assign this to demo data user let's just improve it that way so if i came out here and you can see here now that as that task gets assigned it shows up on my mobile app right gotta love live demos so when we come in here now as that demo user i have the ability to see okay i'm standing on a loading dock i want to make sure that nobody threw an extra laptop an extra switch something on that pallet i want to make sure that the three assets that are expected to go out are going out so i can see what those objects are i have the ability to from my mobile device now nowhere near that my laptop i have the ability to open up my scanner come in and then just go scan those three assets and this is a batch scan so i just hover the barcode over it's picking up those three assets it allows me to review my result and submit it what we'll see is that those three assets have been set for departure and i have the ability to complete the task when i'm standing out on that loading dock okay so we can see here now um that the update has come through we can see that the assets have been updated on the task this task is now moved to close complete so regardless of where works happening in my business we have the ability to tie off those tasks what you'll notice is because i did that completion all of the assets now have been updated to in transit and pending disposal because these have physically left my site and and now we're waiting for that confirmation that they've arrived at the vendor so through him we're empowering the different ways to work that i don't have to go work through that checklist and run back to my laptop and make sure that we got everything in there we can apply these things into the mobile app as well and make sure that we're completing work where that works actually taking place okay now there's other features on the the mobile app that you know we won't touch into a full demo but we do have the ability to audit the stock rooms um we do have the ability even if i find an asset to even do a lookup or create a new asset so even just having that single scan to come in and say hey what is this object be able to search it out find the asset and even do something like update it on the spot so great features coming out of mobile but it's really meant to enhance the way we're working through all those prescriptive processes that we've built in hardware assets a couple other things i'll call out is that while we're bringing these workflows in um you know we look at that when we look at that list we say hey okay we're addressing refresh so aged assets being able to pull those out and and even when we do something like refresh can i do a onesie twosie refresh yeah but what if i want to be able to manage this and refresh a department or do a rolling refresh in my business do multiple line items and be able to see and track how are we doing operationally you know we need to refresh the department are we getting this done on time are we falling behind being able to see the status of every single refresh in parallel gives you that great project-based view for managing those complex activities um so we do refresh we do disposal we do loaner or temporary use assets okay um also being able to do your order whether it's a stock order or an end user ordering right so the workflows are really driven but you hear a lot of those things that are request based i want i need um and and we talk about maintaining inaccurate the accuracy of your objects um but we also have it service management we have hardware cis we have deployments we have swaps we have break fix tickets right we have retirements going through changes and and you heard me say earlier we wanted to automate the entire life cycle so how do we address being able to get those updates for deployment swaps and retirement when that's really being done by our technical teams our service management teams you know we want to make sure that they're not skipping those updates we want to make sure it's easy for them to do because ultimately that data quality if they don't update the status or the assigned to or the location or map the software entitlements properly it's going to affect the data quality of of your asset management database and your cmdb so within ham we built in asset tasks to do just that let me demonstrate what that looks like so when a technician goes into an incident all right we've applied very similar automation for the update behind the scenes so this is your incident ticket this is what you get out of the box with itsm we've enhanced this a little bit by being able to bring two new parameters down to the ticket and that is asset action and if we go into a swap the swap ci so in this case i have florine who called in she broke her laptop she needs a new workable device and and the action for the technician would be to come in here you know hey we're going to do an exchange we're going to hand off a new functional device they'd come in here and say solve permanently you know exchanged laptop and they would have their resolve date and who was resolved by the issue in in out of the box is that they would have to click into this ci that they called in with and go update the assigned to go update location look for any contracts or software remove all those and and that's time consuming that that's labor intensive and it's pretty tedious work and quite frankly from an asset manager standpoint we want to make sure the work's actually done because there's nothing in here from stopping them from just clicking resolve and saying hey discovery's probably going to go find that new object but what we know is it's not going to go update this old object and now we start getting swell on our cmdb it causes all kinds of accuracy issues so what we did was we came in here and said okay you know from our technical team tell us what you did so now they can come into asset action and say hey i performed a swap okay tell us what you put into service what's the swap ci so they come in here and they say well you know what i need they're gonna grab the the notebook that they handed off and when they when they click resolve on this ticket the magic takes place behind the scenes let's show you what the magic looked like okay on that device that flooring had previously she had some software entitlements she had some contracts mapped to it as well maintenance contract so this device that's now left service because it's going to go sit on a bench for a break fixed repair you can see we've cleared the assign to we've updated the location of the stock from where it's going okay and on the new device what we've done is we've transferred over let's go into that asset related we've updated that this is now assigned to fluorine it's in use we've updated our location we've activated the contract for her maintenance that was on the old device and we've transferred all her allocated software the device allocated software that was on the old device and would have started causing compliance errors for people to go research and really waste time on because it should have been transferred over we've done that electronically so now all of your record keeping when we look at the scenario of our break fix the record keeping for your broken device the software allocations to that device and even the maintenance contracts are all updated simply from the technician coming in and saying i performed a swap here's the device i touched resolve and that's it okay this works for incident for change for work order so if you're performing a change to retire a server that asset action they're selecting is retire there is no new ci there's only one so it's going to pull that ci the asset out of service it's going to harvest back that licensing into stock and it's going to update the maintenance contracts now my invoices that we're paying on maintenance show that stop date for when it left service so it's all even not just the physical object but it's these related soft records that we're automatically updating through hardware asset management functionality so when we look at the features that we want to be able to bring in here mobile functions like auditing like disposal scanning hey let's even bring the end user into the equation all right last one i'm going to show you here is when we start talking about this uh i know we started talking about uh how everybody's doing and safety and working remotely you know one of the areas where it teams are struggling today is being able to see chain of custody for physical assets we're shipping to home users whether they took it home at the start of the pandemic or we're sending them a replacement remotely so we wanted to be able to make sure that the end users through the servicenow mobile app had the visibility let's take a look at the home screen take a look at the assets that they've been assigned so now from the my asset view they can see the hardware and if they're a sampro customer they can see software but they can see the hardware that they've been assigned they can see the status too so in this case i have a new laptop that's in transit to me okay now is this something i need to be able to monitor no but when that box shows up on my porch it's really important that we do give a simple activity to the end user to update the record so that we in its management have an accurate record of what was actually delivered and what the end user accepted custody for so we know it's not lost we know it's not stolen we know it's not missing we know it's not a stale record so in this case the end user has the ability to select that object you know it showed up on their porch they unboxed it on my desk i have a simple scan button right at the bottom one click scan the deliberate asset i scan that tag i hit submit and it says success now what it's done on the back end is if i go look at that asset record we've picked up the appropriate information let's go acid tag and we're going to go here the object we scanned we can see that that asset has now been updated in use it tied to my demo user location's been updated and we have that updated object we can even see from the activity tab that scan that just took place what the old state was what the new state is so now we have auditable history from all the work activities whether it's coming from one of our flows whether it's coming from the automated tasks so you have that detailed view you need we give simple function to the end user to improve the quality of the data and we're giving simple functions to the it technicians to improve the quality of our data okay so i'm going to just i want to shift over and get into some q a here and we can certainly go into other demos or other feature sets but i really want to pull back and just again highlight the piece of you know that core asset module it really is a great data foundation you know we have transfers we have pos we have contracts we have our core asset record and models the goal for him was to be able to bring an advanced feature set that helps improve the data quality of the models but also gives us prescriptive process to carry us our life cycle actions forward with all the automated work taken behind the scenes to keep those records in order and yeah even pulling the mobile features for both our end users and our technicians to make the work that they're doing easier and functional where they do the work so i'm going to take a pause here for a minute um sean i i don't know if you're monitoring question q or ratings come in um or even if there's a couple things that we wanted to start with some discussion but uh i'm happy to take this anywhere into a demo or q a this is great eric this has been uh this is really informative i love the uh the connection points and uh and the fact that that the core asset management is is really foundational so one question i just throw at you so what about someone like a company that's already using core what's the migration path if they wanted to go to heart to ham part of asset management yeah sean i'll tell you it's very simple right so this is where the team and i have you know we do have some great team members that have implementation backgrounds and have worked through several customer cases we wanted to make this easy to turn on right so um and even for customers who say hey you know what i've i've custom built some of these workflows already we're doing some of this and it's working okay um you know what we call out is you know there's some features that bring day one value out of hardware asset you go now this is a store app so you would go request it through the store um you do need licensing for it is it is licensed as a separate product but when you go to implement hardware normalization is a day one turn on right we bring we download that content library and you can see just how rapidly that engine it runs against all of your models so it's going to normalize you right away we're seeing great results from customers that they're starting anywhere from 80 percent even high 90s of normalization on their first run and these are large global customers the automation the asset tasks i touched on for deploy swap retire those turn out automatically behind instant change in work order same with the mobile features where we do see some customers that say um you know i've had customers in both camps where they say you know for the workflows these are great i want to add my assignment groups and i want to be live day one certainly can do that i have others that say hey you know what we want to get into flow designer add an approval chain add an additional task and that really can then be your timeline your journey you set out what about mobile devices can can can we do that too yeah so the piece i'll call out is when we say hardware asset management it's really about defining those objects that we want to be able to track by asset tag or serial number so things like iphones things like surfaces tablets uh like our galaxy tablets these all can be applied to manage through the solution um and what i will tell you is the content library that we bring in for normalizing we cover 130 product classes of hardware so it's not just servers it's not just network gear it's not just laptops we cover peripherals we cover ip cameras we cover a huge range of of of content to be able to make sure that we're normalizing your data for what you have in your environment that's a that's a really big shift so a few years ago i was working on a deployment at one of our very large enterprise customers and this is before we had uh stood up hardware asset management and really asset management team and we didn't have the coverage at that time that we appear to have today and there was a lot more conversation about uh third-party solutions uh that were providing libraries what would you say about that is that is have we made a real as big as rise as it seems yeah sean so we we got very bullish on content right so the in and actually i will tell you we held the launch of hardware asset management um a full release cycle to make sure we went through a testing phase with some of our largest customers when i you recall the 80 to high 90s percent we wanted to make sure that we were seeing that for every customer that turned on ham so we took the library we went through a cycle of limited testing with those customers to make sure we were hitting those marks we exceeded all expectations so we went forward with the launch in paris so i would tell you we're very um very confident in the data set for in even stacking it against some of those competitors that have been in the business or been doing these actions for 15 plus years we are seeing customers that are making migrations in the solutions they're using and they're seeing uh the same or better value from what they're getting out of uh normalization within ham and that now that's something we have to maintain and groom going forward though right now we own that data set that's that's another piece of work for the team well what i'll call out to you is is actually and i'll just show you how normalization functions when you activate it um we will continuously provide weekly updates to that content for you so if there are net new products like apple's releasing their apple tags today i'm sure people saw those or even new brands of their imac you know we're going out there we have badge service now employees in our research team they're doing that curation they're identifying those products identifying those models they're getting the new lifecycle dates that are being published out and they're pushing that down in a weekly update to your instance so you get the full library on the back end of your instance and we get you on that update cycle to continue to push you the fresh stuff nice nice so um a little bit of a curveball so one of the questions that came in from our participants today was asking about integrations and one of the things i've seen in the past from some customers is the need to really integrate their supply chain for new devices so working with cdw or dell to to bring the data in maybe even a ship notification or something how does that work with with ham today yeah so um we do have we do have some resale partners uh like cdw like insight that are developing store apps to be able to bring that data directly into your service now instance um so keep an eye out for those those are coming this year but what i will tell you is that in the quebec product for ham we wanted to make sure that you had the ability to bring in that advanced ship notification to pre-create assets before they arrived for any vendor so we created a standard template of what those common attributes are that you want to be able to bring in so you can take this template and give it out to any one of your vendors and say when you send me the advance ship notice we're looking for this information we then created a drag and drop import mechanism for you to then be able to take that file and bring into to pre-create those assets before arrival now some customers say hey why do i want to be able to pre-create those before they show up on my dock didn't you give me scanning for receiving to create those assets and we say yep you can still use that same scanning for a receiving function but now all you're doing is validating the record that showed in transit and you have the ability to now show that if the vendor is shipping you 100 notebooks for an example you know that you've received all 100. more to the point you know that you received the serial numbers that they said they sent to you so you have a greater level of auditable internal detail to be able to when you go do your accounts payable or you do your fixed asset accounting that you have a true reconciliation now the other piece i'll call out is docs are busy stock rooms are busy so when these things come in i'd love to be able to scan it and say oh this is the object for my capital project for for eric's request as opposed to i've got this pile of laptops we've got to kind of figure out where they go next so being able to bring that information in from the asn allows you to pre-build it connect it to the request so that when you receive you have all the information necessary nice what about iot yeah so um iot devices what i will call out is is we do have a connected operations product from servicenow i encourage anybody that making big investments in iot to be able to um manage those products as they're operational you can do that we do manage those as hardware assets in our in our instance we're really using that digital twin model that when we look at the acid itself um we need to be able to create that that representation that relates to the ci to be able to show uh you know when we source it when it's in when it's in inventory before we deploy it into service um so that when it is placed into service and and you start communicating sensor data or discovering those objects you know what the object is you know where it came from it also strengthens because our life cycle extends after something leaves service so if it breaks and it comes out and we repair it we need to know how much useful life is left on that object um do i want to be able to uh dispose it or do i want to be able to plan to um it still has useful life within my business so i'm going to put it back on the shelf for a future deployment man this is really cool so i think a lot of folks may not realize um the the different business units at servicenow as we've grown and expanded our product line um we've gone from really being you know uh itsm everything and everybody at servicenow kind of has a handle on everything we're doing to really not siloed but separate work streams and so when i started of course the the core asset module what it was then uh something i was intimately familiar with today as that spun off and what you guys are doing is taking it like five levels beyond what we dreamt of along those lines though our customers who came on a long time ago and you mentioned this before about the migration path um but our customers came on a long time ago have uh often had to um develop new capabilities in the platform to support their needs and so when we talk about the path forward from core asset to ham in the instances that have been customized to to support uh specific workflows how do we address that to take care of those folks yeah so what i'll what i'll tell you is um and i was one of those customers that lived in the world of customization right so that was one thing we really wanted to be mindful of as we built out ham and as we continue to build features every single release that adds to the product right um the idea here is is you know when we look at things that are customized in the instance we wanted to make i called out earlier ham easy to turn on right we wanted um we wanted to be able to improve and write to those records with as referencing as core fields as possible um but minimizing where customers may have legitimate use cases to customize so if they're adding attributes to a form we're not so much concerned about that because we're doing things like updating core values like the location like the assignment where the state and sub state are being updated um so customers who have even customized their forms are seeing that they can still turn on ham and they're still seeing that great value where we do run into you know customer concerns where they say hey you know we have we have a refresh process we've developed it um but we really have all this tech debt and regression testing that we need to be able to manage every release ham's a relief from that ham's the ability for you to then tactically look at your requirements look at the flow that we have built out and be able to say you know do we want to migrate to this and if you do even if you're configuring on top of our standard workflow you know the the the promise that our team is making is that because we're creating these standard flows you know and you can add additional requirements on top of it that means this flow is supported as we go forward that means the place where the data is being written is supported as we go forward okay what i've seen from customers is that they create a flow based on something coming out of itsm or coming out of another area that's not related to ham and then they change something in that construct that that feature is dependent on and it breaks the feature now what we're doing within ham is we want to be able to give this life cycle structure supported by ham so that customers if they do enhance if they do build on top from the standard they really only have to regress and test or be mindful of those updates release to release knowing that our flows are going to continue to work in that release over release so it's minimizing your tech debt it's it's scaling your ability to um have a standard in place that you can rely on you don't have to manage as you continue to upgrade but it allows you also to then make this fit your organization and your specific needs awesome i i got to tell you this is really cool i don't get to see all the stuff you guys are doing all the time so this is this is extremely exciting for me i see a lot of the crossover between itsm and the workflows and and really what can be done for asset management now it's really really really come a long way um i i open it up to the uh to the team does anybody else neither participants have any questions they want us to tackle feel free to drop them in the chat or um or raise a hand we can maybe on mutual if you if you want to tell us yeah while they're doing that i want to pull up i'll just highlight another feature here uh earlier on i kind of anchored us into um and if you do have a comment please feel free to unmute but um you know we developed within him the dashboard and this was really meant to be that command center view and i'll touch in detail on this in a second but i see nelly's hands up hi nelly feel free to unmute if you want to uh or maybe we can do that through an admin control chart i appreciate it i'm new to asset management and we're currently on the paris version of servicenow um and i understand this is on the quebec version i've got to tell you that being introduced to asset management and the manual process that we currently have especially cleaning up duplicates this seems to be a much more user-friendly path that our organization will be able to take in order to manage those assets i really like the um the mobile feature where our support engineers will be able to scan in those products and it'll be able to upload it now you're seeing that in the quebec version these are all the majority or the most commonly used items are already going to be within the normalization fields is that correct so yeah now and i changed i changed the little triangle diagram up here because the one i was showing earlier includes that cumulative features that include quebec this view is live in paris so in paris the normalization is live through him with the light with the library with the life cycle dates it's it's all it's licensable you're able to install the workflows for disposal for standard asset request and even stock ordering to maintain your thresholds uh within your within your stock rooms that's all in paris the automation i showed you behind instant change for a deploy swap retire all in paris and and even then the mobile feature for inventory audit and the dashboard i was touched on so when we jump to quebec we do add in additional feature sets and this is a cleaner view that wasn't in the in the triangles but yeah i mean paris is very feature rich excellent so this is also in the paris feature yeah yeah what we do when we do that next major launch it's just it's it's all the same license you you get license for the product and we just continue to layer in more features every single release there's not up charge for it um we're not nickel and diming on features but it's so as an example here's what launched in paris and then you can see when we went to quebec we bring in refresh we bring in loaner we bring in lease expiration uh disposal scanning which i touched on and you know asn's come in so it begins to we want it to be on this building path of maturity for customers excellent and um just a side note here the recording without being readily available to us immediately follow the meeting or is that going to be sent via email how's that going to be handled so what's going to happen is um we're going to post the recording once it's uh prepared by zoom onto the community site for any and everyone out there to kind of get access to it who obviously has to sign in for credentialed communities so it typically takes about a week to get that process taken care of but you could be able to disseminate it across your team's outward excellent i really appreciate it yeah one other thing i'll call out this is just a reference but um and you can find this out through community you can also find this through the doc site but um even if you just go out to youtube and type in servicenow hardware asset when we launched in paris we did a 10 or 11 minute interactive demo video of these features we go top to bottom on it display each major category of feature so if there's people within your organization or peers or somebody that just you know they weren't able to join the office hours they weren't able to join the session hey take 10 minutes here's a video and and it dives right through it shows the scanning it shows the normalization it shows the automatic update um so i would encourage people we can we can put a link uh follow up on the on the invite but it's you know again go out to youtube we post it out there hardware asset service now and it's it's gonna show up that is huge i really appreciate that feedback as i mentioned i'm new to this world so that information is going to be crucial awesome great thanks nelly anyone else with any questions they want to raise again chat or get your uh go and unmute yourself either way eric this has been really really cool i'm uh i'm just pretty overwhelmed with excitement about what you guys are doing it's uh it's exciting to see the growth and maturity yeah a long road to get here we got an awesome team behind us we've got an awesome road map in front of us for more features will develop so what i tell people is even with knowledge coming up uh next week or i think in two weeks in may jump on the sessions there we're going to be showing some new features for the roman release um and and if you do even want to have a direct discussion please feel free to reach out to your reps and say hey i want to see what's coming in him i want to see the road map we've got great solution consultants or you can even get the product team we'd love to be able to connect with you here are your use cases for what we're doing in the product today or even things that we haven't touched on we we want to hear that customer feedback we want to make sure that the things that we're bringing number one are highly functional not just busy work on the platform but solve problems for you today and and that that's is i like to say i'm a product guy not a sales guy we we just want to build cool stuff that solves problems so i appreciate people joining i think there's a poll up as well but i will stay on as well if there is any kind of last minute questions but happy friday and thank you very much for your time yeah this was a great great office hour thank you guys so much for uh definitely talking us through itam um very thorough coverage for those who are on the call right now i did launch a live poll so go ahead and fill out that information any of the information you provide will help us in steering and what other office hours the formats that are in the future for those who are listening to this recording again my name is charles rayburn if you need any additional questions just shoot me an email charles.rayburn servicenow.com related to this video and then i'll go ahead and try to provide some feedback related to that as well thank you all so much have a great friday thank you i went ahead and added a link to that youtube can you confirm if that's a correct video yep let me check it that is the video and i'll just pull up the screen so everyone can see it um but yeah it starts right with the service now uh hardware asset management overview yes that is the video link and that is for the pairs correct yep that's the paris features correct excellent thank you [Music] all right any final words there eric or sean i just appreciate the opportunity to chat with everybody uh you know we love talking this stuff all day long and um happy to connect further if if there is uh you want to have more of a direct discussion hey i do see a handwritten jose so before we let's we still got time all right jose can you i unmuted you you could go ahead a quick quick question um is there any obviously for a customer that's going down the servicenow transition journey who maybe has an over-ambitious ambitious partner that's willing to build out some of this workflow on top of the base massive management is there any kind of guidance or comparison to where the amount of hours you would invest building these automations versus just justifying the cost of the ham yes so yeah so jose um one of the things we've done is is we have what we call business value analysis that is available through the account teams um we do want to make sure that that we're connecting the value that the product brings over say like a custom build um and can and be able to calculate that for your business okay so what i would call out is we can certainly take a note uh from your organization but please get with your account team they do have access to what they call bvas for ham um and and if you do not get traction please feel free to reach out to this team direct and we'll reach out to your reps because we want to make sure that um again if if there is a need to say i need to understand the value that that is being delivered uh to your leadership team as effective as possible perfect follow-up question aside from that is there any future integrations with assets that potentially have to be handled in a different way with either legal policies uh and so forth yeah i think that it would probably be great for us to do a follow-up session again work through the account team and say hey i want to talk about ham roadmap they'll get myself or someone from my team to be able to work with you but we will touch in when we start talking about asset compliance yes and what we're doing to be able to manage different compliance standards for customers and making sure that these processes we're bringing in are also affected by that so yes it is it is something we're bringing forward in the future again that's where that safe harbor comes up um but we can have a much more direct discussion um please feel free to reach out to your account team or if you don't get traction again go right through this invite and we'll we'll make sure we make the connection as well thank you yes sir oh great awesome final three minutes let the countdown begin any other questions any hands raised all right well thank you all so much have a great rest of your friday thank you all for attending and those for watching recording thank you for watching take care bye