welcome to another episode of glide chat my name is michael lombardo ceo of glidefast and i'm joined with toptanti a service delivery manager at glidefast as well hey top hey how's it going yeah not too bad it is friday and another great week in the books and i'm excited to have you uh joining me on a glide chat yeah yeah thank you thanks for having me so i guess let's jump right in top why don't you introduce yourself tell us a little bit about how you got into servicenow sure top tnt i'm a service delivery manager with glidefast also an architect i still keep my hands on the keyboard i got into servicenow starting as an intern at a local power company out here in phoenix arizona started an intern then moved my way into a full-time position as a cmdb admin i had no idea what servicenow was i'm not even sure i knew what cmdb was so i you know started from the very bottom quickly learned you know the ins and outs of servicenow i was trying to answer questions on the community watching youtube videos i'm just really really loved the platform from from the beginning yeah that just sounds so familiar i mean obviously that's that's my history too uh of like what is servicenow sure and then just like using every resource available to you which was online youtube your community everything you just said and like dedication i think is a huge part of it right i think it was like endless i think you have to insert the word endless surfing in fishing for for information right it's like it's such a deep and wide platform there's so much to learn you know yeah yeah and as cliche as it sounds you know i i just couldn't get enough right i wanted to you know be able to do everything that you know and do do things the right way right starting from the beginning um you know definitely made some mistakes and learn quickly from them but yeah now we're here and i and i think like we you realize like how much opportunity is here right not just like for you forget about your career and all that but just like there's so many processes and workflows that could be solved with this platform and even though it was difficult for us at the time we knew once we learned it would we could just build things so quickly because because of the platform right because you know building an app from scratch versus building an app and service now is like light years difference you know yeah and that's a big benefit too right like the technical part that that's fun but being able to solve the problems and seeing like the satisfaction from from customers that you know the go live celebration everything's working as they expected their makes their lives easier their jobs easier that's that's really the fun part yeah and like just getting that you know getting the feedback from customers and it's like wow how did you build that like as if you're a magician all right right but uh yeah i guess that's a good segue like what what are some of your skills what parts of the platform do you focus on so of course i started with itsm incident problem change request but the last last three years or so i've been focused with csm customer service management implementations and that's pretty much where i've been yeah and it's it seems like that area is just you know so there's just so much opportunity right yeah i think uh i think itsm i was just actually talking to somebody this week and i was explaining that i think itsm was really just that gateway drug you know to get to kind of just get you hooked on on the platform and get you know kind of just a way to penetrate some of these organizations but really the long term i mean it's just going to be so much more and i think customer service management or customer workflows now this is just one of those examples of just it's just going to be total market domination you know of those areas i agree and you could kind of tell already with everything that they keep coming out with in the new releases with customer service um you know the contributor roles giving more access to everybody to use that application yeah and it did you create that process yeah i remember early implementation we had to uh yep accommodate that before service housing customer out of boston right yep yep i remember i wasn't on that project but i remember you telling it to me that's cool and so you've been at glidefast for a long time you were like one of the first uh employees here yeah so i guess why and it was funny we were just chatting before we started and i remember i remember sending you a linkedin message and i was like hey happy birthday top and you're like you know it'd be nice if for a present would be a job you know i'd be like hey all right cool man come on let's go um but you know if maybe it'd be cool if you could tell people out there like why you why you're still here i think he's you know going on six years probably um you know why why do you stick around because there's so much opportunity out there in the service now ecosystem maybe just letting people know why for you why you're sticking around why you like working here yeah i mean um anyone who watches this that i've interviewed recently right this is one of the questions that uh we usually get asked and it's always about you know the company that the family the morale that that this company has right like i don't i don't think of this as a company i think of it more as like a family we're all here to help each other the passion for service now the the brains that we have you know there's people in this in this company that that could do amazing things and they're always willing to help so you always have that support it's like it's like we're yeah we might be on a project but it i feel like it's the whole company that's on that project and we're never going to get stuck that's the biggest thing yeah that's awesome and that's i think that's really been the mission though and a lot of a lot of that mission i think has been defined by you over the years is we want to be the best team in the industry we want to solve the toughest challenges be at the forefront of innovation and we got to support each other to do that right we can't go check the egos at the door and uh believe me there could be a lot of egos because man the talent here is just unbelievable but yeah hey i think that was a great episode top thanks for hanging out with me i really appreciate it and have a great day thank you yeah you too see ya [Music] you