recording so we're good to start welcome everybody to our digital services work group bi-weekly meeting today what we're going to do is we're going to go over what leap is and uh stands for lean enterprise architecture for people and a little bit of a sneak peek on it it's a it's a framework designed by servicenow and we're going to cover that in a little bit of detail so that's going to be the main part of our meeting today is to go over what that what that framework is before i start i always like to go through and make sure that we have a level set on what we're doing so we don't ever lose sight of it these are we we try to get together every other week and the big reason for the meeting is to share as much knowledge about what we're doing for transformation as we can so if it's it's a lot around designing new services or we're building portfolios of services so it's really around the core of service now the service delivery part that more than it is about any specific part of servicenow like a uh like a module in servicenow so we don't really go deep on any of the modules but what we do is we try to you know focus on that that core attribute of delivering services on the platform so it's really a big part of this is enablement giving our members another channel for enablement besides all that's on now learning and the other avenues that are out there this is a place to come in and hear what your peers are doing and we bring stuff in from the field every week that we're working on so that it's uh it's top of mind things we share as much as we can on these discussions we'll put these these videos out when we're done so that people can go over them and reference them later we also have papers that we'll put on our sites uh we have a shared instance and i'll talk to you about on the next slide how it you can actually get access to that but the shared instance is nice because we turn everything on and then we do a lot of work and demos on there but sometimes you might want to go and say oh how did they do that you can jump over to that instance and see that configuration that's on there we have a couple default portfolios on there that's mostly what people go and look at like what are they doing for government or what are we doing for education or health care i think somebody started working on a banking one on there so it's really the structure is what a lot of people uh have been getting out of that instance so this is hosted by the team that i'm on i'm part of the enterprise architecture team in the americas and we have uh three divisions and we have people from all those all three divisions on there so we have an enterprise east and enterprise west and then an emerging markets group that i'm part of jeff lubay is our our vp and jeff will be on a call coming up pretty soon and so he's in charge of all the ams enterprise architecture and he's the one that gives us the the time and the the resources to work on what we present in the meetings we try to get a lot of customers to present because that's really what we want to talk about is how can we push real things forward and show you real examples instead of doing more theory and kind of demo stuff that you would see on most other presentations okay so that's a little bit about the group so if that's why you're here you're in a good place every week we have a lot of new people coming in so what we like to do is just get your name and and what you do if you can just drop it inside of the chat that'd be great share your name and your company so that we can welcome you to the group and then if you do we still have it where it's informal as far as getting access to the instance and we're going to see what we can do about changing this but right now you can just contact me directly by email if you want access to that shared instance and i'll get you an admin login to that instance so that you can do whatever you need to do if there's something that interests you on there so a lot of people like i said lately they've been looking at digital portfolio management because that's real core to everything and um and some of the configurations on there so that would be probably the biggest benefit you'd get right away that's what most people are calling me for uh to use that instance anybody have any questions about the group and what we do you're not comfortable coming off from you you can just drop your question in the uh chat too we'll be watching chat for you right are these solutions you guys are presenting to us or is this also an opportunity is this like us sharing solutions that we're doing as well we'd like for it to be 50 50 but we're not quite there yet so it's a little bit more on it's probably like 70 30 on our side but we're gonna we're gonna actually start out with somebody that's implemented today with a customer instead of servicenow people another thing jeff too that we're doing is we're trying not to make this where it's all this polished content and it's all pretty and we bring it on and we do that type of demo like bring stuff here that's half working and you're stuck and you know the demo might blow up it's it's meant to be that kind of rough you know get your hands dirty type of place instead of these you know a bunch of more polished presentations is it more ad hoc or is this like do we like we have an agenda of like people who are sharing today we will have an agenda okay and um so if it's if it's like if you wanted to present one time you could just drop me an email and we usually get you on the very next meeting or the meeting after that so we just prioritize like you guys that are coming in actually doing things we we prioritize those real world scenarios definitely if you need 15 minutes you need 30 minutes sometimes we had um a couple times where people presented a paper that they were putting up there like a working paper and in that time they took the whole hour too so it's it's whatever you can you know share with the group and a lot of times it's soliciting feedback a couple weeks ago we talked about a storage array in a in the cmdb and how you represent that so it's it's really open to um to things that would be useful to all the group members but also for the one presenting to get that feedback from everybody all right so today we are going to start with uh the county of san diego lou's going to be presenting for us and he's going to give us an update on where they are with the csdm after that jason from my team jason's appear of mine and he's on the enterprise team he's going to talk about leap which is our framework that we use as enterprise architects to help the people that are deploying service servicenow charles also on my team he's going to come in and he's going to speak to another part of leap he's going to talk about something specific that they're doing to help move their process forward their transformation process and then i'm going to come in and i'm going to talk about the csdm part so just a little bit on what we do around there and some of the patterns that we offer in that leap framework to help with csdm and then we have next meeting's going to be pretty big so i want to give everybody a little bit of a preview about what we're doing on the next meeting okay so with that i think lou i think you can take sharing over and then we'll we'll jump to jason so i'm going to stop share do you have the ability to share do i have to give that to you no i got it john awesome am i sharing yep looks good oh it feels good to share all right well welcome there's about 60 something people in this call and i'm lou renzi from the county of san diego it's one of the bigger accounts i guess that uh our company periton supports one point something billion dollar contract over a period of five to seven years give or take and i'm on the landing screen in servicenow and today i'm just going to show you briefly what we're doing with the common service data model as far as what john said right we have we've gotten a lot done but there are also issues that have come up cases we've had to create working with servicenow to solve certain things that are not just impacting our instance but will impact your instance too until they are fixed in a future release so in the last year year and a half i've lived the csdm you're looking at the csbn data foundation dashboard that you can get from the servicenow store and i highly recommend if you're working on csdm to go download it if you haven't already because this is really going to be your guide and when you look at the screens the zeros are a good thing right because you're looking at hey are there problems there are zero problems and we're 100 built out on the foundation which is what you're looking at here from a crawl perspective we're also 100 with no problems and we have thousands of applications so but of those thousands uh you know only roughly around 700 that are either in development or in production and so what you're looking at is if we have that business app it has the relationship already to the app service which it's consuming which then is dependent on the business service offering we have all those as well so from a crawl perspective 100 from a walk perspective same thing we're 100 across the board and from a run perspective we're also 100 and from a fly perspective we're also 100 now this doesn't show 100 because this widget right here is incorrect there's been a case open with servicenow there is no information objects associated with application services as i think everybody knows the information objects are associated with business applications so i know in 4.0 there's a line drawn or even over here there's a line drawing in 3.0 that takes you to the business service and maybe indirectly but i don't think your intent is to associate an information object with a business app and then also associated with the business service so we believe that that is an incorrect widget and i think we've got confirmation of the same and it'll subsequently be replaced probably or removed on the fly so when you look at from foundation crawl walk run fly we did not do this sequentially it basically you do it in parallel of each other and when you uh start looking at this through the lens of the digital portfolio management you see those uh what is the taxonomy showing up here and where the noteworthy i've mentioned is that this operational service is the portfolio it sure shouldn't probably be here so the first one here is always going to be i think the business service and depending on the screen you're on so that's a another flaw that we recognize the taxonomy nodes and the business services if you're interested we're taking all our services from schedule 4.3 which is on the internet available to you it's this right here and i can put this link in the chat for you if you're interested in modeling because i i suspect that a lot of people are going to have the same types of services right so um it breaks it down into that framework of cross-functional services service desk services end-user services network services data center services and application services and you can see like for example on data center security mainframe email etc so when you look at the structure of the portfolio here we're looking at that operational service that i put the link i put in the chat and then you can break it down and look in a particular business service and see all the service offerings on that business service and of course clicking on that and viewing the details as you all know will roll up all of those values of what's going on we're not using csat yet for these offerings but we are rolling up the commitments as far as availability commitment the incidents and we are basically looking at the offerings we have the offerings we have the subscribe by groups in all of those offerings which are primarily ad groups but we haven't pulled the members over into those groups yet so that will come and as soon as those members show up in those groups that are the subscribe by group of the offering then those total subscribers will also show up here uh so on the home page if somebody was for example going to look for access right and they went in here and they basically said yeah i need remote access uh they click on this one they submit this order guide for their access and then ultimately what happens is we'll basically look at that access from uh a offering perspective so i think room access is under identity and access management i think let's see where is it uh yeah i can't remember but we could just we could just search for it by just simply going to the business to the catalog items that are part of the offerings and just look for the catalog item remote access and then you'll see that catalog item in there right all built again uh i know i only have five minutes so i'm wrapping up here john all built in uh servicenow so you have the catalog item and from that catalog like item it's available on the remote access offering so you can click into that so at this point we're going from here the catalog item to the offering and once you're in the offering you see those application services here now if i open these up you're going to see the objects underneath those but i don't want to show you the server name so i'm going to pull over a slide to show you what that looks like so those objects would be there and then the map would also be there showing that offering and showing the different dynamic groups that represent the production environment the test environment the dev environment we also have the different other applications that are involved and what environments they're on there plus all the incidents the tasks the problems that are associated that all roll up into dpm the teams that are involved with that and then of course you can go up to the parent and for the parent you're going now on the business service so now we're over here and in that parent we tell you about the parent and then obviously what's all the offerings additional offerings in addition to remote access for that parent what's in scope what's at a scope then of course from the parent you can go up to the taxonomy and this is where uh in the taxonomy where oops like i reverted back in the taxonomy were built off of this operational services so these really this is the taxonomy that we use uh so from there i don't see what screen was i on uh go back up to i'll just go here one more time wish it would load a little bit faster but uh it's because there's a lot of dependencies a lot of data here so now you see the network services you see all the business services within network services and then finally you can go up to the portfolio which is the same thing as i can grab it clicking over here uh the business service portfolio and now you're looking at the taxonomy and from there you can drill down just like it was exposed in this over here that's it questions john or anyone i'll just say this is beautifully done um this is mary venetta as a principal portfolio manager of csdm this is really well done congratulations oh thank you appreciate that a lot of hard work went into it and john knows you know where the struggles lie we um we actually started from and still have a separate portfolio application that was home built that we had to also integrate data and pull it over so it's one of those things that some data is updated there some is in service now you have to keep it in sync and you know was it was a little painful but you know we got it done and our next step is going to be transitioning completely off of that application portfolio and pulling everything in with servicenow's apm solution that's my wife in the background i think you're saying how would you incorporate that seaside after the fact uh well the csat is basically a separate out of the box survey that exists right and so i think where you're going is how would you potentially go and back date to you know scores yeah i don't think you would i think uh the csat starts from the days you had the scores and then from that point forward so um i don't think there's anything you can do about that we do have the two out of the box surveys going to all our customers 20 000 people with a randomness like you know if they've already got a survey in last month don't send them one something like that and that's the incident and request right but now we're where we would be pivoting that to offering obviously and in one additional question if i may so how would i mean would that be tied to the number of subscribers so i don't see you have the you know where it shows for for offering how many subscribers you have so that's it you know where you would subscribe by location group company so on so forth right so that the csat and the subscriber population are tied together or right so well not necessarily i mean just because you subscribe subscribe to us really means you're using that offering you know you're interacting with it or you're you're you have access to an application right so but all 20 000 people can go to employee center and interact with anything uh but that doesn't necessarily mean they're going to be subscribing right so it just depends like making a distinction where we're saying well if you have access to a particular application and the application is associated with a is consuming an app service which is basically depending on by an offering then you're a subscriber of that offering okay yeah you're right louis are you using service builder to build out your structure or do you go directly in and manually create it both both and we found another little bug where the business need field in the native ui is i think 40 characters but in service builder it's a 4 000 character field and we said hey if you go with service billing and start writing a paragraph that's going to truncate on the application uh business application form so you know we find things like that we point them out so hopefully if you're doing it they'll the fix will already be in another patch or release okay yeah no thank you yeah sure and i'm lou's agent so if anybody needs any uh any time with taking bookings very good job lou this is awesome okay thank you yeah i appreciate it and jason did you want to take over some screen share yes i'll do that yep welcome let me go ahead thanks swap this out okay oh sure and then let me know when you can see it can i go to the main slide everything good can you see it yes okay great well hello everyone i'm jason lascola uh i'm a senior enterprise architect with servicenow as john mentioned i'm a peer of his uh and we work to help our customers drive digital transformation across the enterprise so that's also helping leverage the platform in many ways mostly uh you know looking enterprise wide outside of iit as well as within the it organization and one of the things we do to do that is we have a process or we'll call it a methodology called lean enterprise architecture lean enterprise architecture for people it's it's leap for short and what it is is a it's a methodology we use to engage with our customers so this is something that our e18 does with our clients mostly on a pro bono basis so this isn't normally charged we don't charge clients for it and it's something that we focus on with our key customers in different stages of the life cycle of the platform so just wanted to give you guys a quick overview and i think charles is going to give you a few examples you know of where we we actually implemented and what some of the deliverables look like so let's go forward and we'll talk through uh really why we do it is really to build trust and communication with our customers and to create value uh so for you primarily uh to make sure that you're getting the most value uh with your relationship with servicenow and that uh you're seeing uh the benefits of the platform can provide you throughout throughout the life cycle of the enterprise as well as through your digital transformation so that's the goal of what leap is meant to be it really has these four uh areas of focus so you have uh executive engagement uh vision alignment transformation blueprint and architectural design so with the executive engagement that's usually the first phase so that's what we'll do is we'll look to drive the strategic partnership with you of making sure we're aligning uh with you on an executive level uh and then the vision alignments a little level down looking at developing uh road maps with you um making sure we're aligned uh with a strategy we understand your strategy and we're you know where we're leveraging uh that strategy to to drive uh the engagement forward um and then we have transformation blueprint it goes into even more detail uh then there are a number of offerings underneath each one of these as well so so within within each one of these you'll we have offerings such as operating model roadmap development so there's a number of different things that we do within these sub domains but uh but these are the main focuses and then architecture design is exactly that we'll actually design the platform with our customers uh figure out how how we work together uh what the implementation plan will look like from a high level and uh and then that will these deliverables then be passed to a delivery organization that would actually execute on the plan and that could be us or or a third-party partner as well so so that's really the high-level view of it uh any any questions or comments initially for that like i said it's just really our way of of engaging with you uh in a more you know methodical way uh to ensure that we're we're driving value for you i this is lou maybe a comment question concern it's a lot of this is new and it's a great deal i think but executives are not necessarily engaged which i guess is part of the point and i believe what you're saying is you have to you have to it's a minimum requirement to have that executive there at that first what is a 30-minute meeting where you do an introduction that's the question part right yeah it is and and and these can be done independently uh so for instance you you you know we could just do architectural design uh or transformation blueprints so they're they're they are you know they can be independent so so in some cases we may do just a vision alignment depending on where we are with a customer the executive engagement is really that overview of what the platform is kind of education as well as understanding what the value of it is and then also understanding that you know you're the customer and where they are in their in their overall strategic direction and that then feeds into you know these other areas um that data could be get could be received from you know 10ks it could be received from platform teams that have us have the architectural strategy and that would feed into your transformation blueprint or vision alignment for instance or architectural design so ultimately at the end of the so we we engage in the beginning right to get that first overview uh in the in kind of the introductions and the strategy of the engagement and then uh with the executives um and then also at the end right when we're doing the final readout from the results of what of the deliverables that come out so does that answer your question yeah i think so it also made me think about another approach to you know i've been socializing this uh but i'm thinking rather than me coming to the table as the platform product owner of servicenow i mean i would be there but maybe uh the chief technology architect i interact and talk more with them and let them introduce it to the execs yeah exactly and that's another way we we have something we also do called enterprise architecture it's ea to ea alignment which is one of the things we do so it's a we work with the enterprise architecture teams on our client side and we'll start with that relationship and then look to figure out what the you know overall strategic direction as of the company the you know kind of the overall strategy and then we'll we'll get validation from the executive without actually having to to explain the the engagement right because it because a lot of times as you said they're not always involved uh in the everyday engagement cycle they're going to be more this is more to educate them on the process and then i'll ultimately read out the results at the end okay cool thanks and then there's a couple things we do uh i'll give you an example one thing which is as part of an executive engagement strategy capability alignment uh and then uh i'll show you what that is so this is really just education on high level on how servicenow can help um you know the the company receive you know realize the value in understanding the challenges what's what is what's the driving factor around transformation what are you trying to do what are some of the key strategic priorities for that sea level which which would in many cases is the cio but we're seeing more now it's you know csos and you know and other areas of the organization um chro especially we deal with quite a bit on the hr side too so understanding what their channel challenges are and then sharing our point of view on you know on best practices what other customers are are doing and then ultimately we go on to the vision alignment to start to explore the current state of the environment and then where you want to go in the future state with a platform so that's just an example of one piece we also do platform positioning strategy this is for existing customers that just want to understand the value they can get more if they can get more value out of the platform and what what they can do to optimize so so that was pretty much it on mine uh any any comments and then we can go right into a couple examples i think uh that that probably helps here because as john said you know we're you know it's more interactive try to not to have more formal charts but in this case we wanted to explain the high level view of what uh leap is from so you guys don't just understand what if you hear that coming from servicenow you'll have a better understanding of what it is some questions in here about how to engage how do they become part of yeah so you normally it's through uh your account representative uh from servicenow so you can work directly with them and then they engage us uh i'm doing a number of these now i i work in financial services primarily uh in in a couple of different regions so i'm i'm in various stages of this delete process every day various stages of it right depending on where where customers are and where they want to start and sometimes it's a bottoms-up approach as i said we start with architectural design and then move up into the strategy or vice versa but in most cases it's a top-down approach so uh so you engage through your account account executive they will uh then reach out to us depending in as john may have mentioned you know we have enterprise architects that are both in industry focused as well as regionally uh focused uh to cover all of our enterprise customers so uh i cover two different regions so you know i'll be on doing various things across customers but but that's how we normally get engaged through our account your through your servicenow account rep you can you can engage them and then how long there's another question about how long it takes um i know there's probably it depends but uh ballpark yeah it's um the timeline is uh i think i have a actually i don't know if i have a timeline chart in here but there is a timeline um it depends uh on where we start but but generally the whole process can take you know a month a couple of months but it really depends on the uh the customer you know in the timeline you know we once we start the process you know we're fully engaged so i'll stay engaged to complete this based on the customer schedule so again it's it's really getting the right people together to have the discussion especially as you get further down in the phases when you start to look at uh you know the vision alignment transformation blueprint then uh things are yeah so this is more the timeline here four to six weeks um and uh usually you know that that can be accelerated uh depending on what what stage we're in but but if you follow the full process it's usually four to six weeks and uh and it's usually a number of sessions so we'll work on uh for instance for vision alignment uh there might be one or two uh hour sessions uh depending on what data we receive we'll also work with our customers to get data ahead of time so we can start to to create the deliverables with you know outside of having meetings we try to really reduce that as much as possible and do as much offline as we can but but the idea is to to drive it through these these six steps as you see here very cool i think there was one more oh so why do you guys hate okay john and jason wayne has his hand up i want to do as i'm watching the queue give him a chance his question is your expectation usually that i would like type that into the chat because i'm not really much on chats like all right either way wayne we're open here whatever yeah uh jason you were you had a slide up about your capa uh strategy the capability alignment i think is what you got it yes anyway is that the capabilities in question or that is just like the capabilities of the business or you can be talking about a capability model for like insurance for example or you talk about like servicenow capabilities it would be servicenow capabilities but we do to your point though we will in the vision alignment align to best practices and insurance and looking at the whole ecosystem so say you have a set of products and capabilities outside of servicenow that will interact with it then we'll look at that as well so it's not just limited to servicenow it will take a broad look at digital transformation because we don't do everything right so what where we do it we want to be able to give you the most value and some tools do that outside and we have to integrate with them you already have technical debt if you will and technical tools that are being used across the organization so we we look at integration as well right all right and i mean because your function is enterprise architecture right that's correct i mean you know tell you like you know clarity on what you mean by that is important our enterprise architecture team tends to focus more on you know a capability model of business right and that's how sure we are with respect to uh to uh supporting that model right yeah so like trying to have these conversations like with the enterprise architects you know it would have to just have a clear expectation on terminology in order to have that sort of session yeah we you know agreed and we do work a lot with business architects on our customer side because as you said you know they're going to drive the client and customer requirements outside of the platform right so things that are driving the insurance industry for instance um you know you're looking at different products and how you develop new products for customers you know we're going to work with those teams because they have a foot into business and foot and technology you know that your your architecture teams eas on our client side generally do uh and and our position is having you know the service now platform one foot and one foot in our client business so it's kind of similar but yeah it's i see what you're saying and good good to define the ea role because it's used a lot right and the term is used out there and i just i'm just trying to understand how i you know potentially leverage that type of engagement yeah yeah so jason i might be able to first of all wayne what industry are you in just out of curiosity and who are you with i work for blue cross blue shield of louisiana um [Music] um which you know health insurance and um if i think about it you know from a true architect point of view the business capabilities that you guys have you know what i do sometimes is i come in and i align our service now capabilities to what your business capabilities are so if you're looking at shared services i.t service management just using that as the easiest layer that's one where we can come in but as you start using our platform outside of just i.t whether it be finance or hr we make sure that we align the capabilities that are on our platform we have that capability map to you know maybe a level four to some of your level one two and three for your business services yeah that's quite kind of what i would be looking for if i would just try to and you know uh go down that sort of a journey right because we have actually branched out into that having basically some level four level three level four type capabilities being enabled you know through service right so it's kind of it has the potential to eventually expand it further but being able to articulate that to the business architecture team um is going to be important yeah it's i was with a customer this week and we were doing the same type of conversation you know they ship their manufacturing customer that they were showing what their value chain and what all their capabilities are and they were struggling with csdm a little bit and i said okay let's pull yours out let's look at your business capabilities once we got to level two and level three those started to define their business services and their service offerings and it was like a light bulb went off in their head and it was magic and mary i know you're on the call i'm setting up a call so we can talk about that that's good like well when you get down to level four that really is actually a service it's not you're not talking capabilities anymore i think we're going to click down on this a little bit on the next one too uh charles is going to come up but there was one thing on here too to delineate our team that we're talking about now and specifically for you when um martin's going to come out and see you he's on our team i know and uh so martin's going to be out there but uh the overlap here too we have impact and impact is a service where you're doing success on the platform and we're the transition between us and impact is pretty seamless where we're handing our plan because we're usually stuff that you don't have yet on the platform that you're trying to exploit we hand it over to impact and they're able to carry it forward and do take you through the implementation and the success cycles on all the capabilities i'm glad you mentioned that because i was actually supposed to mention that with my um account executive and i forgot to the other day to ask about impact so okay good to know good question though thank you yeah awesome good overview jason appreciate it yeah no problem hey is charles here charles i think is going to click us down even one more level on those capabilities yeah uh wayne you you uh really perfectly led right into this so let me uh share this out um a lot of the leap deliverables are a little hard to uh share sometimes because as you can imagine they're very customer specific and so um i'm working at a current engagement with with a customer and it's the full deal from executive vision all the way through the architecture blueprint and the deliverable that i chose to abstract and kind of genericize here is what they call the capability map and i wanted to show it to you and show some of what you can do with it and talk about where we're going with it and so um first as an architect when you hit it right on the head i would not call these k business capabilities i would uh in older uh architecture models i would have called them technical capabilities if i were modeling these in archimate for example i think i would use the application function object to model these not the business capability and so i'd say here's application functions that support a business service that in turn delivers a business capability so these are lower level things closer aligned to the tool not align uh as directly to um the business uh value being delivered to two business customers um in other words end customers of your company or organization probably don't care about these things until you screw up at doing them um so each of these you got to have a question that you're trying to answer and so in the example i've got here um they have two main questions going on the the the first question um they had is we know we've got licenses we don't know what all what products all of those licenses let us use and we don't know how effectively we're or how uh they weren't going for effectiveness they were going for are we actually even using those and where should we focus our energies on increasing usage and adoption and so i've got a series of four charts here that i'm going to just show you like here's what the deliverable looks like and then i'll talk a little bit about how they're used so this first one we're just talking current state license on off do they have it licensed or don't they have it licensed the next chart here would be future state licenses so at the end of the analysis here's what we're recommending you have licensed for to accomplish the business goals that align to your executive vision everything else that happened earlier in the engagement the second part here we took it a little bit deeper and said okay of the things you have licensed what's your usage of them so everywhere where you see gray on this chart and i know you can't read it most likely hear all the details of it that's okay but everywhere where you see gray that's where they're paying for an app that they're not using and so that's an instant as you're looking at the roadmap what should we do that's an instant low hanging fruit of what they can put on on that roadmap to more fully uh deploy the product and and use it effectively um and you'll see in this case like walk-up experience and benchmarks um things like performance analytics it it's some of those functions that aren't like maybe prime problem incident change that they bought the platform for in this case it's the things that make that better that take you up uh from the crawl and the walk into the run and the fly um and so this would be current state usage and then based off of this we can go back to the executive [Music] vision of what they're trying to do and start coming up with the road map so the next step here would be in for for this one i i just said we're gonna everywhere where we're gonna take it up a notch so if they were medium we're gonna take it high if it were low we were gonna take it medium if it were no usage we were gonna take it low that's what what this one represents this is the raw data that you would need to start building a roadmap for every one of these that we changed we could go in and create an epic create a work description that gets put on a project plan gets assigned to a work team to actually do the work of changing from this state to this state and so like here asset management deploy hardware and software asset management um would be the epic that sort of thing and and we can tailor this where we're asked answering different questions so usage is what i'm answer asking here we could have done this like maturity and had a different color map but with the same sort of grid product outline one of my colleagues is working on a version of this that isn't a powerpoint picture like this version is it's based off of excel where they can come in in every new axes you want to analyze you can make a tab in the excel and then just change a filter and the diagram self generates so it's more of a data driven approach that then we can tie the scores that we're giving to the various colors back to real customer data make it even that much more rich that much more real time that much more meaningful so uh back to uh wayne does this kind of answer some of the questions that you were having there on on what we were talking capability map oh i think he answered the question pretty quick um in terms of what we were talking about now this actually is interesting to me in terms of something you know understanding like what we what we own versus what we use that's an exercise that would be helpful to me so cool another one of my colleagues has undertaken a really detailed model of every single sku in the san diego release to every single product and built a massive um archimate model of that because products show up under multiple licenses it can be very confusing even for us inside for like i've got the old itsa license what does that what give me entitlement to it's a very hard question to answer that's interesting you know i have like a you know like a four-hour session scheduled with my account exactly to kind of kind of translate my contract to what i actually own within the current structure i mean that might be something that would be helpful to that if that's something that you guys actually share i i can open mark i can make models i have this design on my pc and at this point that's still under construction so it's not quite to the shareholder but um it's done in biz design okay [Music] any other questions for charles is there a particular name like this this uh exercise you're uh you're kind of showing is this something that we request in some way um just part of the leap engagement and this part um the capability map is what everybody calls it which the moment you're talking about architect you have to explain that but everybody else kind of gets it yeah yeah i mean the broad context to this wayne is you know probably within like the design the the you know the transformation blueprint uh in the architectural design phase you know when you start to get to okay you've already done the business service mapping you've done the business requirements in the strategic direction now this you go into okay what do you currently have and then what do you need to do to get to that 18-month roadmap that we've planned on right what based on the direction that the sea level is going right and then so that this all ties back you don't see the context behind it but it all ties back to those those previous kind of executive engagements so that we're all aligned so by the time we have this discussion with the senior execs who have to do the buying you know the decisions pretty much done right because it we've already done all the business alignment we've ensured that you're getting value that these are the most valuable capabilities that align to specific business requirements and direction so then at that point it's uh more of a validation if you will okay all right john and jason question for you i apologize for joining late uh you may have already answered this uh based on what i heard now you guys talking forward thinking uh how about for organizations uh like you know some of us uh where we may have to refactor we don't have the top down you know the whole uh the way it should be done is right we are already the plane is flying in mid-air and we're not going to align back and build the right plane and then re-board the passengers that come back so how do we refactor and retrofit your best practices now that's a very wide open-ended question i can make it more specific but if you guys already have ideas around it i would like to hear it oh yeah we do and as part of the leap process we have an offering called current state assessment so what that does is it goes into detail around your current state so that would be a number of sessions generally a multi-week work effort where we would actually go in and talk to different work groups understand their challenges what's working and what's not and then ultimately what they want to see in the future and document all of that and then create that strategic roadmap based on on that and ultimately this is the result right it comes out and says okay here are the things that you actually need to do these things you're already licensed for you might just need to add the capability there you might need to do something with your operating model maybe there's a best practice obviously operating models and another area we focus heavily on like how you structure your platform team and how you you know staff the team is also um we have best practices around that as well so so yeah we would we would do these a current state assessment in an operating model depending uh offering depending on what the requirements were but but yes we do we do have that as a ea team i appreciate that question that's very i think you put that up what i was requesting yes hi so um my question was it's partially answered um i was looking for what are some of the buckets that would be in that current state assessment so obviously some of the roadblocks um road mapping future vision for where the you know ceo cio might want to take it but what are some of the other buckets that would be addressed yeah it's a good question so that in here jason and if i don't at the end we can kind of revisit it okay so i'm going to talk a little bit about these architecture design patterns and basically what they are is when we're doing the road map up here there might be things we need to demystify and that current state assessment would be one of them where we need to see hey where is it today compared to where we have to take it so that we might pull up a pattern from here to kind of elaborate on a road map item up here so that's it's more clear and some of the patterns we have in here we're adding to these but the ones that are in there now i'll take you through real quick and um so this is kind of the one where we have the heat map and that could be a current state too like this is what we're using today this is what we're using later and there's all kinds of artifacts in here so there's all kinds of visual representations that we can use out of a library a lot of people like this chiclet view because sometimes you're you have an outcome that's not one capability it's you've got to jam seven of them together right to make the outcome that you want to so there might be a workshop here we say okay this is how we're gonna extend your a lot of times procurement is the one so that's kind of capability refinement and that's that that could be a current state future state uh this is another offering where we come in and we talk about hey how are you implementing uh we kind of revisit or sometimes before it was just in with a customer last week and it's like okay how do we choose our deployment model do we have multiple instances do we use application extension deliberate customization right there's different ways to deploy the instances so that's another workshop depending on where you are that we might have to talk about and the big thing here is kind of memorializing the decisions you make like why did i pick to do uh application extensions instead of multiple instances and um so there's kind of setting a strategy there this one is more but a lot of people in the roadmap it might say integrate with sap well that could mean a million things right how are we integrating and so this is more of okay we're going to really drill down and say what that integration actually means and how it's going to work so this is this is more of you know instead of having just that integration line we we have a detail on it the next level of detail or the click down on it there's another one here for process design and we have a number of ways to visualize these i just pulled them up it could be i saw some really cool ones yesterday from somebody on our team where we're doing uh more of the um this is called the service blueprint where we have all the actors and kind of what's going on today and what we're trying to get rid of so current state future state from the process perspective and then we're also doing a lot of value stream mapping now a lot of a lot more customers are asking for value stream mapping and that that gets really cool some of the process designs down there so there's uh numbers of artifacts on here one of the ones i'm doing pretty this is there's one more here this is one where um this one takes a while to do uh processing wise but this is a big layout of what's all the intake for work and then where are all the landing points so this is this is a big enterprise document of all the flow of all the tasks coming through an organization so if you ever get up to the point of what we call gbs global business services uh it's a really mature phase and we're doing this for some of our bigger energy companies and i think some some of these adjacent space to the financial services that are really uh mature we do that for as well yeah we do yeah then the last one i have in here there's there's more of these patterns like i said that we're adding because you know we share across the globe we share with our architect teams we try to pull this together so that we go in and we're able to use all these different tools for the customer so this one i actually would sit down and design a csdm model and then we would go ahead and talk about the model but it's it's giving you an example i'm going to do this today right after this meeting actually but it's giving you an example of an end-to-end csdm design that so that you can see it in the cmdb i can see it in a picture and i can start understanding the value that comes out of it so the takeaway from this little workshop is a uh is a deck that lets you explain the csdn hey john uh question now what i really like what you are showing what worries me that each of these need engagement yeah we can't have a access to the information and guide ourselves so it's not a self-service guidance so if our teams can't afford to get servicenow engagement that means we're stuck yeah so let me um let me answer that real quick i know i got two minutes here okay but this is this is a no charge engagement right okay as i mentioned it's pro bono so generally for to engage the ea team and as we said there is a service offering called impact now but impact is more and that is a a paid engagement but that goes into much more detail around you know how you execute on the um they'll also do some road mapping with you over time but my apologies i joined late so i missed you yeah no that's okay it's okay it's a good question and uh we get it a lot but uh but yeah we we don't uh it's part of your team you know we're we are assigned to regions and industries and we work with our customers in those industries so you can just engage us through your account rep okay so and i'll give you a couple takeaways that'll help you on that too so the next meeting we have a big re-launch of the digital services work group so if you can make that meeting we're going to have some of our executives in that's going to talk about how we're kind of stepping up the digital services work group and putting more resources towards it i also just put a link to this meeting takeaways in here and when you click on that link it'll bring you to uh some material on leap so what you'll do is you'll get three items you'll get elite intro slides right so you can go through the deck kind of like jason went through today that will give you a lot of examples in there and it will give you so you could basically talk about leap internally uh the other thing in here is a is a a leap so there's a leaf data sheet in here which is a little bit of front and back like single page that explains the program and then the third item i gave you in here is going to be um this this deck from today so if you have anything that you want out of here that's just a recap of everything we talked about so that's it we're right at the minute i appreciate everybody's input today we jammed a lot in and any questions over email we'll be happy to to answer those thank you everybody thank you thank you