things are queuing up and just waiting for this to come through to make sure it's it's making it out to the different places we stream and there we go so welcome to workflow wednesday on march 9th i can't believe we're already into march and yeah the world continues to change there's so many things that are up in the ear but today one of the things that i wanted to spend some more time in is really digging into what is servicenow if you look at my youtube channel you are subscribed out there right you can go to youtube.com search for now with troy and subscribe to that channel there's more content that i push out there and all of it's focused on helping you get more from servicenow and really help expand the use of the platform and transform the world of work today one of the things i want to spend some time on is digging a little bit deeper into what is servicenow and uh on the title one of the things i called it is looking at the layer cake through the year service now has used different images and different things to describe their platform it used to be their service now football it was this elongated thing with all the different capabilities spread around it and and you talk about how much of the football have you used they've changed and now they have a uh rendering i guess you could say um that some have called the layer cake uh and it really is just a visual to help you see the different capabilities of the platform and how they stack up and how they interrelate and we're going to spend a little bit of time going through that and talking about what is servicenow what are the different capabilities and i'm going to highlight some areas that we at third era are using servicenow as our platform of platforms to really be the centerpiece of how we do work um if you're looking for a servicenow partner and we haven't spoken yet we should because we're continuing to grow we're over 600 employees we currently have more than 400 projects going and all of those are focused on helping organizations improve the world of work and improve the experience both for their customers and their employees in how world that world of work works and so you know make sure you reach out and we'll talk um the other thing we'll talk about a little bit is while the video is good and i hope you enjoy this content i'm super excited at the possibility of meeting people in person and so we have live events showing up in three different cities coming up in phoenix denver and kansas city and so if you want to hear more about those reach out to me i'm easy to find on linkedin but in arizona we're still waiting to hear i haven't heard i didn't look at the news this morning to see if major league baseball has come to terms and on march 24th if we'll be enjoying spring training at the sloan park in mesa arizona or if we're going to pivot and do something different likely atop gulf but we're doing something to get together in person to talk about servicenow the world of work and everything else but the goal is no presentations just great conversations and that's true in phoenix like i said march 24th pencil that in in denver we're looking at april 13th gonna go to an avalanche game and so you know again a fun chance to get together to talk about cyber attack surface and how your cmdb really informs what's happening in your organization and helps you understand the security threats that might go with it again hang out at an avalanche game in a suite with people that are trying to figure out how this world of work has changed no presentations just great conversation and the last one that i'm helping out on is over in kansas city um we're looking at a lunch and learn sometime towards the end of april still that one's early in the planning but if you're interested in getting together with some other people looking at what does experience look like and how do we change how both our customers and employees experience work and how servicenow can be the centerpiece to that we're looking for lunch and learn to do that in kansas city and so again reach out and i look forward to meeting you in person love the video stuff but in person is so much better look forward to that um so live event you know how to reach out um let me jump over and do this so let's switch to a desktop and let me put my little camera up here and switch to a camera so i'm actually looking at you i'll block a little bit of the screen but i should be able to zoom around so you can see it now at third era so what we've done is this is what can be called the layer kick it basically shows different types of capabilities across the servicenow platform split up into you know different regions and then different capabilities within it the blue sections are the sections that we're using today and the green sections are things that are coming so as you can see as a small and rapidly growing company we use a fair amount of service now but what i want to do is kind of dig into this platform a little bit more well let me see if i should be able to zoom let's see i don't see a way to zoom so i won't i'll just talk about it at this this point i'll i'll make a copy of this pdf available and post it on all the streams so if you want a copy of this image it'll follow after the stream is done but if we circle back to last wednesday we talked about innovation and practicality from our other webinar if you haven't seen our other webinars go out and check them out we've got another one coming up on the 30th but we talked about innovation and practicality how to balance that and one of the rules that we talked about in that webinar and in the revisit last wednesday is this concept of the 70 2010 rule where should you focus your innovation and and the bulk of that really says 70 is the things that we spend most of our time on we should spend on the things that matter so many you know leadership guidelines and other things focus on that right when you're trying to put all the things in your in your jar put in the big box first well that's true with servicenow and true with work automation and so with servicenow this corner off to the left over here is it workflows and that's really been the the starting place for servicenow to really grow and also it's the most common area the biggest area that servicenow is used inside of enterprises is helping with the it workflows i.t service management and for us that's really focusing on incident and request management when something's broken how do you assign that to the right team so you get a response and return service as quickly as possible we're also using it for request the two other key pieces inside of that are change management and problem management those core processes and i always include knowledge when i talk about the core processes it's incident problem change request and knowledge uh being kind of the core processes inside of them those focusing on that not only stamina and mum but looking at how can you continually improve those to deliver better value to the organization which means you know control i t so that you're not you know inputting in changes that cause incidents and when they do incidents do occur quickly resolving them identifying where there should be some root cause analysis done with problem management and then documenting the heck out of it in knowledge management so that you can reuse that information that it's not stuck in someone's gray matter somewhere and so on the itsm side of the house that is a core piece of service now and it should be an area where you're watching for ways to can you continually improve that one of the things that we do a fair amount with is in analyzing extending the configuration management database the cmdb why because it is the interconnecting glue that helps you understand what are the different components in your organization and what how are they stitched together or woven together if you will to create the services that you provide within your organization as well as the servicing capabilities you provide to your customers and clients that glue helps really connect those different processes in the core of itsm together so you can see the impact to the business and you can see which really matter helps you prioritize so much more and so as you build up that cmdb you can see that grow and so as we extend kind of from the left side of this screen you see itom i.t operations management where we start looking at how can we automate that seem to be pulling in discovery pulling in event management really coalescing the noise so instead of having just unlimited streams of alerts coming from your different monitoring systems how do you convey that down into something that's much more actionable inside of itom there's a whole number of capabilities that do that as we continue to move to the right the next one is item i.t asset management and there is really where we change from having just a configuration item to an asset and for some people those are like fighting words there is very nuanced differences between the two and many will say an acid is an asset and the ci is a ci really at the core of it terms aside a configuration item is something that we care about we want to track if there's going to be changes to it we'd like to have some oversight and that oversight might vary depending on the importance and impact that configuration item an element in our cmdb could have but from an it doesn't contain necessarily financial information and that's where asset management steps in it says for these configuration items that i have what's the financial basis for me to track it how much did i invest in it how's this depreciated and how long is its life and so it helps you really track the financial value of each of your assets ins that are inside of your configuration management database lots of acronyms inside that sentence right but that's really where item fits helps you look at both the hardware and the software to be able to optimize cost if we continue moving forward itbm and servicenow has is rebranded that and so it's now being called spm but i didn't want to change the slide it business management has been a capability that has grown and grown and grown you can see how that column is is pretty highly stacked and for our business how we run projects and how we balance that out is of tremendous value that's a core of how we work and we use that internally as we also use it for our client facing projects remember earlier i said we have more than 400 projects currently underway those are all managed within servicenow inside of spm strategic portfolio management that includes a whole number of different things but the key is is as you consider where could servicenow be used in your organization do you have a process that manages ideation the concepts of wouldn't it be great if we did this either that's an internal process innovation or whether it's something to deliver new values to your clients and customers capturing that and creating a process that can optimize innovation can be done many will say you can't process ice innovation as a patent holder i would fully disagree there's many ways that you can drive innovation you can drive more intellectual capital and property you also can drive faster time to value in rethinking how you do things and within servicenow that's where demand management really fits being able to bring those new concepts in and balance and prioritize them is a key capability inside of spm as that goes on further is really looking at how do you manage projects and i can go from a whole number of ways when you deploy things which resources are on it how do you optimize resources and think about our business at third era that's the key of how we deliver is is having brilliant people that know servicenow across the whole breadth of it but being able to have them actively engaged in helping client organizations like yours get more from servicenow we're using servicenow's spm resource capabilities to help manage that that includes tracking time cards and balancing out scrums and in different sprints and so there's lots of capabilities inside of itbm as i go over you can see there are some areas that we're not using yet devops security operations integrated risk management and all of those are key things security operations and risk management just because my own background are areas that i tremendously enjoy helping customers wrestle with because so often looking at security operations when there is a breach or a possible breach those are oftentimes isolated from those things that were over on the left-hand side change management incident management servicenow brings that off of those other platforms i won't name them you know them brings them off of those other platforms and brings them into a place where they fit together and can integrate really well with it service management so again that cmdb is that glue that helps us connect and understand we have a security incident here that's caused by a vulnerability here that should be controlled by some policies here from our governance risk and is impacting these risks that we're managing with inside the organization from an enterprise perspective and so there's so many things that tie in together inside of those [Music] as i continue to move on the next piece is really look at employee experience employee workflows and that can span a number of different ways if you haven't seen inside of the rom release move servicenow went from the service portal to employee center awesome stuff and that's where third era digital i'm sorry to keep bringing up third era but we do so many cool things um employee center is really taking a step back in the past on servicenow we'd have custom portals for different audiences employee center is a move to bring that into one place so we have a one place to go for to get information and help to get service it's the employee's center and that can span different departments and that could be it hr legal service safe workplace and really managing that capability in a seamless manner many organizations say well i have an nhr solution why would i need hr inside a servicenow and again the common message that we hear with clients that are leveraging servicenow is their hr systems are great at maintaining the content but they need a workflow they need a way to assign work to manage cases to be able to track that from a request to completion and coordinate with other departments as needed sometimes that's finance sometimes it's legal sometimes it's others but it brings that capability on the platform to be able to tie those together if i keep moving over we move from employee to customer and i always say customer or client and and if you want to know why reach out to me love to have a conversation do you serve customers or clients it's a subtle shift but in my mind dark place sometimes but in my mind which term we use helps shape how we think about those our business serves for us at third arrow we have clients in my mind but inside of customer or client service management service now really addresses how in this digitally transformed world do our customers ask for help how do they get a glimpse of where they're at like for us with projects we open up the content in service portfolio management for our customers to be able to see they have a portal that can come in to find that customer information ask for assistance and that assistance the key is it doesn't go from you know this into an email box into a sharepoint list and other things as it spans from the front engagement with your customers or clients through that front office it goes to your middle office in the back office and within servicenow that work can be tracked coordinated and interrelated to be able to provide service now extend that into ways that we can automate it we're doing some pretty cool things with some of our clients on order automation call centers have turned into profit centers or revenue centers because as customers and clients turn to organizations over the last two and a half years it's not so much coming into a building there's virtual interactions for us to interact with the business that we work with csm on servicenow gives us the capability to make it easier for your clients to get more help from you and that could be order fulfillment from you know requesting things or it could be adding on additional services so the lifetime value of your customers and clients gets extended that's a huge piece inside of servicenow the other section on there if i continue to go to the right is field service management and that's where instead of it so remember we started on the left hand side looking at it service management how best do we keep track of requests to go out in the field to fix things that can be driven by your iot seeing some early warning signs knowing you have to do some predictive maintenance could be a customer calling in or using your customer portal to request for help with a device or a system that has gone down field service can help manage that you can know the geo locations of it and coordinate the best use of your resources to make trips that not only go off and do the reactive fix but at the same time can look at proactive things that can be done on that same route the event that we're having in arizona is with a company called care ar they're a fun partner of third era and they do things in both customer and field service that extend that reach by using augmented reality and so again let me know if you want to come to that event march 24th did i mention events in arizona denver and kansas city reach out let's talk um but with field service servicenow ends up again being that glue to go from the front end request all the way to the back end with that shared knowledge and information of what things am i working on how does that relate and what's the impact if that were to go down both for internal services as well as customer services the last two pieces are things that i call creator work or servicenow calls creator workflows to me the goodness that comes out of this last part is undoubtedly within your organization you have security teams those security teams and enterprise architecture teams anytime they hear i'm bringing in a new app bringing in new technology they have questions on servicenow that base foundation of that database that spans the entire enterprise the security that goes over it with role-based access controls and all all of that capability as well as the user interface that goes on top of it all of that can be vetted as the platform and then as we extend to other needs we can reuse that information with the right permissions of course but the creator workflows give us the capabilities to look at servicenow and say not only am going to use those things to the left side but i'm going to use it to solve some very unique business problems those might be internal processes where you know you have multiple reviews and authentications and tasks that need to be done that you want to track through it but it also can be solutions that you bring to your market servicenow can be a key enabler for you to transform the way your industry works creator workflows in the app engine let you do that the app engine can really be in my mind be viewed two ways one is just like i described it's a tool to create those solutions to to really solve those big business problems that that you're wrestling with the other part is many organizations have very sharp employees that are looking to be able to solve their problems internally this is the low code no code solution inside a service now in the app studio they provide that capabilities to very quickly create custom applications and with some governance and some structure in place there can be some things that you you can instill in your organization to put in peer review and other things to really unlock your business users to be able to solve their own problems with servicenow as a platform it's a low code no code solution that many organizations are using to speed innovation it's not hampered by the limitations of the staffing inside of it you're now pulling the business users that are comfortable creating their own applications inside of servicenow and leverage the data you already have in there down in the bottom i'm not going to be able to spend much time on there because we're running out of time but there's vertical solutions that we we can bring in there's workflows there's ai there's user feedback and the data model security compliance and administration there's core capabilities on the platform as we look at how we take all of this and you build into verticals you'll see us we already produced and deployed a telco vertical solution but inside a financial inside of you know other organizations you'll see vertical solutions that are very focused on unique niche industry problems that leverage in a way that meets your industry needs there's a lot there servicenow is when we turn off the desktop servicenow is a large platform and trying to digest that all yourself can and often seems overwhelming but third era is here and i'm here to be an educator and advocate to help you get more from servicenow reach out and connect with me if we haven't already subscribe on youtube and i look forward to another workflow wednesday with you thanks so much bye-bye you