[Music] good morning afternoon good evening wherever you may be in the world welcome to platform analytics academy on today uh real quickly i'm just going to go over some logistical information and we're going to get directly into the content for today so real quickly uh as always this is for you trying to bring you fresh ideas better understanding and practical guidance so please get out of this as much as you possibly can this is being recorded it will be out on our community event page later on this afternoon and also out on our youtube channels uh if recording is an issue with your organization uh just take note of that and make whatever arrangements you have to uh please use the q a uh ask as many questions as you would like we do have other panelists on outside of uh the presenter that can answer questions as we move along uh if it's relevant to where we are in the content and we feel as though it's better to just ask that question to the presenter we will do that uh but again ask uh ask away and um we'll answer at the end when we get to the q and a section of course we'll answer all the questions related to the content first but if there are any other questions that we can get to uh within the hour we'll definitely get to those uh as well so my name is thomas davis and i am the host uh today we're gonna have our own tara fisher who's going to be the presenter and we have dan and adam as well who are on here like i said to uh not only contribute but also to answer questions wherever uh they can so today we're going to talk about how to gain first value with performance analytics and this is something that's near and dear to terrorists so she's going to present this today so tara whenever you're ready you can take over sharing and we can get started you got it let me do that hello everybody i know uh quite a bit of you some of you are new to me um thank you for taking time out of your day to talk with us this might be kind of a repetitive for some of you but i realize that people become familiar with performance analytics over time and so hopefully this is all new and exciting information for you um i did have a couple ideas when i was going through this deck so i made a couple tweaks you are the first ones that are actually seeing this after me and my team worked on making changes so bear with us as we kind of work through it and hopefully this makes sense to y'all and then um also had a another idea um towards the end of this i'll talk about maybe if there's interest we can talk about um maybe building a dashboard together that came to me after i was working on this deck and so what we're going to quickly cover is what the purpose of performance analytics is we do have a design strategy for pa and reporting um it is important to understand the reason why the tool was developed and what the intended usage is because it can often be confused so we were going to spend we're going to spend quite a bit of time on that piece of it we're also going to talk about who the right team is what the right people who the right people are to have in the room to make this successful for you and some housekeeping staff some data governance guidance um how to organize your content best we'll just kind of touch on those things and then briefly go over the kpi composer so what is the purpose of performance analytics right vision is the art of seeing what is invisible to others so basically this is one of my favorite quotes from jonathan swift but basically right we want to share the vision that everyone has get everyone on the same page we want to improve our processes right that's the intended usage and and uh reason why you invested in servicenow and optimize our processes and we can't do that unless we have a good way of measuring ourselves and understanding the proper analytics and how to measure yourself is critical and that's where performance kind of analytics comes in performance analytics is a performance management solution i'm going to click again so i can iterate this 100 more times performance analytics is not a bi tool the attended usage for performance analytics is to understand you made an investment in servicenow you want to optimize your processes you want to make improvements in your workflow you need to understand where there's breakdowns uh where you're inefficient how you can better leverage the tool um to make you more successful right is there an area for me to improve my automation do i have you know 50 automation in one of my workflows too many uh tasks that are going out that require emails or someone going to read the knowledge article or are there any any areas where i can move towards 100 automation 90 automation i mean that's our goal that's the reason why we made this investment and performance analytics is here to show you where you're not meeting that target right where you can make those improvements it's not meant for you to pull up a bunch of data data and mine it and you know and and do all the other stuff that bi tools are are there for there's a market for them and when we mean no disrespect to them but that's not what we're here for we are real time native to the platform and secure you don't have to take your data and move it out anywhere to understand uh where you need to make those process improvements and where you can highlight where you're inefficient and i i say that and i will say that a million times over during this presentation is really that's where your focus needs to be is where can i make improvements where am i inefficient do i have teams that are spending um their time and skills in areas that could be better suited doing something else and and that's where performance analytics comes in is really uh highlighting where you need to take action and and make those changes and so let's talk about what that design strategy is so our first step in designing and talking about what are the right analytics to make my business successful is to understand what your business goals are and i'm talking at the highest level ceo cto what are your goals what's your what's your vision and strategy for your organization do you need to reduce spend in certain areas do you need to improve customer satisfaction when you think about what your priorities are you want to be thinking along those levels at the highest level um where can i what what is our goal as as a company and how um uh i lost my thought first one second what are what is our uh what is our goal as a company and how do we come up with the analytics to support that goal right so when we talk about it from a performance management solution we want to think about what are my goals and what services can i optimize to meet those goals so we don't want to be thinking about it as you know i have a powerpoint deck here of you know 50 kpis or metrics that i'm used to looking at and you know it kind of tells me a little bit of a story we really want to just kind of throw out the way we used to think and think about those goals so if i'm talking about reducing i.t spend and i i'm talking about which services need optimization i want to start thinking about where can i again improve my automation increase my automation do i have workflows that could be improved upon uh or or or do i have breakdowns in our processes um that are going to help us not meet in reducing the i.t spend are there are there incidents or cases out there that have um you know way too much hands hands-on where you know like you know resetting passwords stuff like you know things that have just become normal automation um there's a lot of folks out there that still aren't doing stuff like that and so these are opportunities and areas that we want to be thinking about when i think about improving customer satisfaction what services need to be optimized do i need to look at my slas do i need to look at how we are triaging incidents or cases as they come in is there a way to automate and improve that process so that we get uh increased customer satisfaction is there a way to leverage some of the tools within servicenow like playbooks and process automation designer that will allow us to speedily go through tickets a lot quicker and meet um relief and resolution at a at a quicker rate and so we want to be thinking about that sort of stuff and when i think about that and i'm talking about these processes and stuff i want to understand what does my data look like how are my table structure do i have take data set up like if i'm talking about relief relief needs to be provided in order to improve customer satisfaction or meet customer satisfaction if we're providing relief at a certain time do i have a date stamp against time to relief do i is that something that i'm actually calculating something i'm capturing so we want to before we even start you know coming up with the kpis we want to think about those processes that need to be optimized where can i make improvements and what does my data look like um how is the data structured is it structured in a way that can be reported on and that often gets overlooked um and i'm you know just thinking about the conversations i've had with my own team where we've sat down and said well you know this is these are the the kpis that we're thinking about uh before you go out there and try to build it let's look at the data and make sure this is actually something that's reportable and oftentimes you'll find out that it is often overlooked complete oversight no one does it on purpose but it is something a conversation that needs to go back and take place that says okay i want to report on this i need these dates still date fields captured i need a timestamp here maybe i need a related field setup because we aren't capturing the data properly in order to measure it maybe it's a string field and we all know how hard that is to report and and break down on string fields and so we want to think about what are data structured like who understands the data who has the ability to set it up so that you're successful and then once you've done all that and you've had those conversations then go ahead and start looking at what we provide out of the box we do have you know a whole team here at servicenow that works towards building out kpis that are focused on different areas of the business hr itsm csm itbm areas out there you know a lot of stuff for finance vulnerability we have a lot of content packs out there that kind of already have built in the thought process that we are going to walk you through in a little bit more detail now so let's move on um i'm guessing if there's questions y'all are going to take those right adam and everyone um okay yeah yeah none have came in yet so you're good okay great okay so we're talking about responsive business goals this is what i kind of chimed in on uh started with right again these should be high level goals these are goals that are determined by your team at the highest level your cxos you're all these guys that are saying this is what our corporate strategy is and and there's here's some more examples that i was talking about um attain 95 self-service workflows right where servicenow that should be everyone's goal i think but um you know improving customer satisfaction reducing spend these are things that come across our desks um all the time and so by understanding what these goals are and determining these business goals up front executives are able to make these decisions database decisions that need to be made because we're surfacing up kpis that are actionable and actually contribute to these goals so if you don't understand what the goals are up front you don't have these conversations you're just kind of throwing numbers at the wall you've got a giant white board in your room and you're writing just a bunch of kpis down you can you can have data overload you can choke on a million different dashboards but if you don't understand what is driving the needle for the success of your organization you can i mean you'll just be spinning your wills basically you need to understand what those goals are have the conversation with those executives and then we then we can start uh thinking about what kpis are going to help move that needle then when we get into our next mode which is what i was talking about let's talk about what services need to be optimized where can we make improvements how do you highlight inefficiencies in your workflow these are these are the conversations that need to take place what kpis would tell me whether or not i'm achieving this goal how can i highlight where i'm inefficient one of the things that um i i i like to do is when i'm sitting in a room talking to folks we're trying to come up with these kpis is think about you know what what's my end result going to be i if i'm talking about customer satisfaction it can be as simple as do i have l1 engineers working on l2 cases do i have my uh my cases categorized properly so that i have the right people working on the right uh uh things that they need to have in front of them right so we can have l ones who you know don't really understand all the broad spectrum of everything working on cases that are a bit more high level for them and we can have l3 engineers who are spending their time you know working on things that are simple and not as complex and we're wasting our resources so we have a lot of opportunities to look at where are our resources going where are we spending time who's doing what um are we are you know what percentage you know we think we all a lot of folks like to think about um our backlog what's our backlog look like what's the number is it going up is it going down how about we look at of our backlog how many of cases have slipped through the cracks how many things have you let sit there for more than 15 days more than 30 days is there a process in place that goes back and checks these um do you have targets applied to where you're headed um and if you are meeting or coming close to those targets or completely missing them what are your your strategies in place to address that and make corrections and all these are relative to your workflow how your processes are set up where you have automation and where you can further automate and so these are things these are the conversations that you need to be you need to be having so that you can understand what kpis need to be built so before you just dig in and start you know building indicator sources or your kpis or even just reports um you want to think about is this contributing to the goal that we have set forth um is it actionable this is one of the things that is drives me insane is to see a bunch of numbers on a dashboard that aren't actionable the uh number of open incidents or open cases or whatever is is informational it's not actionable what do you do with that i might do something if i see the percentage of open cases that are critical and i might do something even more if i see the percentage of open cases that are critical that have been sitting in a queue for you know over 24 hours that's actionable i know something needs to happen you know uh heads need to spin someone needs to jump in roll through sleeves whatever it is that needs to take place i know that that's something that's actionable um can and i was talking about targets we always want to think about can targets be applied and when i say is it actionable do do the intended action should be obvious based off of your kpi it shouldn't be something um that's vague it should be very clear based off of uh what that kpi is what action needs to be taken and so if you can't answer those questions go back to the drawing board talk about it some more rethink it and don't be afraid to like really get into the weeds and think about you know instead of those those you know benchmark numbers that everybody has out there which are great and help you kind of see where you're doing organizationally against other other companies in the industry you want to be thinking about your specific processes your specific workflows you know what you've automated what you've semi-automated which you haven't automated that's where you're going to get power from performance analytics is by understanding what you've built um and where you can make those improvements and really that's the that's the goal behind this product and i think it often gets confused with bi and so i try to really push this is understanding uh what the the intention is understanding where you can make those improvements and and how you can um really uh impact the needle for your entire organization by leveraging this product i was going to say something else about um them being actionable you want to make sure that there's accountability there right so that you know not only only are they actionable but that they're actionable to the right people within the organ i'll i have a slide that kind of talks about who impacts what and kind of making sure your kpis are for the right audience right your your cxo team wants to know how you're performing against your goals at the highest level your process owners are going to be a little bit more involved your fulfillers more involved and your end users right want to see that so i'll talk about that a little bit more but you definitely want to make sure that you have the right kpis in front of the right teams the right individuals otherwise you're not really going to be very successful and that's really what we want let's talk about again that data foundation your data quality you know a million of us have heard for a million years now garbaging garbage out which c is what you get and that's 100 true so you not only do you want to have good data right that's a a a given but you also want to make sure you have people who understand how your data is structured because that's also um a critical component you know i know with the introduction of like power bi and tableau and it kind of separated having to understand how databases were structured what the relations were between the tables it kind of moved a lot of folks away from that kind of frame of thought that way of thinking which is originally how reporting started right is you need to understand how all the tables were joined you know how are they related which fields are indexed all that stuff and and with the introduction of these um you know these bi tools that kind of came out there and sat on all these data warehouses kind of took that thought process out but really we need to go back to that thought process is really understanding how did we structure our data do we have the right tables uh related to each other so that we can actually query and get the right answer do we understand where we have garbage uh what i like to call noise and can we filter that out and you want to make sure you have people who understand what that is what what that noise is um because you nobody's gonna have 100 stringent and clean data we all know that um but there are ways around uh data data ways to clean that internally just by understanding where that garbage is where you have a little bit more noise and how to kind of filter that out so that you really can get to the right answer and then again of course obviously a plug for performance analytics analytics is that it's all in platform you haven't exported anything so you don't have any security issues you also don't have to worry about um uh you know data refreshing and all that other stuff when you're dealing with the data warehouse it's all in here kind of can you know just become familiar with everything and really um trust what you have in there oh another thing that you know when i'm talking about the data foundation is um do you have the right fields in place that you want to break down on um are they structured properly so that you can break down like i mentioned earlier stringfields if you've ever tried to break down on stringfields you know that that's a bit challenging um we you know it's not something that we would encourage you to do and so you want to think about this kind of stuff and and mind you all these these things that i'm bringing up are all conversations and whiteboarding sessions that have taken place before you started doing anything so you're not in there you know stressing out about you know oh no i don't know you know i got you know this far down this indicator and then i indicator source and i realized i can't even break down on that field i need a lookup table you know that sort of thing and so we're really we really strongly encourage you to think about these things and have these conversations prior to even rolling up your sleeves okay talking a lot let's take a deep breath here um and then the last thing again which i started uh you know talking about a little bit earlier is you've done this you've had these conversations you're pretty confident with the structure you have in place um i do have a tool i'll show you a little bit later that kind of helps you do this together like an in in platform uh white border which i'll get into but um then you want to go in and look at is there something that servicenow's already started that i can reverse engineer i can tweak i can make a little changes to here and there and get close to um where i need to be you know make those make review it make adjustments where needed all that stuff and so that's kind of our our uh footprint for how to be successful with performance analytics is before you you get in there and get all frustrated have these conversations uh and and look and see what we've already provided for you because we do have a pretty great team in place that thinks about this stuff so when i talk about make sure you have analytics that are actionable and they're in front of the right people this is what i'm talking about uh we want to build i'm sorry we want to build the right analytics for everybody so we think about at the highest level our executive wants to know how are we tracking against organizational objectives so we're not going to show our executives um you know numbers that are our fulfillers you know that what's sitting in our fulfillers cues no they want to know are we reducing um opex by 20 and maintaining you know our net promoter score and how are we going to measure that what kpis are we going to show our executive what percentage um are we at what's our target threshold are you know are we close to target are we are we not close to target what's our net promoter score and what's it been over the last you know 30 to 60 days we want to show our our executives how we're doing against those goals not the details not the you know what the fulfillers are are looking at we want to be thinking about what their primary focus is and build analytics that tied to that goal that tell them exactly how you're performing against that goal we also though have service owners they need to be able to impact the trends right that are going to to move the needle on whether or not we're reducing spend whether or not we're improving our customer satisfaction or net promoter score so their analytics are going to be exactly related to whether or not we're reducing spend whether or not we're maintaining mps but those are going to be a little bit different what processes do i need to automate to reduce cost right um or make things more self-serviceable for our customers where can i put more thing you know can i enable virtual agent and and and you know build um some conversations that um make sense and will help our customers get to where they need to get much quicker than having to open a case or incident so these are things that our service owners are going to be thinking about what areas can i what where can i make these are the things we were talking about earlier about highlighting inefficiencies that sort of thing we don't want to show that to our executives but this is what service owners need to be looking at you know do i have the right people doing the right amount of work do i have areas for further automation um i know one of the cool things that servicenow did when we were all in the office and you know now going back to the office is we put in vending machines vending machines to get your um power chargers or headset or you know simple things that most uh folks in in the organization need but would have to have opened a case before based off of your role and responsibility you swipe your badge at this vending machine and it drops down whatever uh you are qualified or i don't know the right word i can't think of it right now whatever you're entitled i guess to have access to you can just order it from a vending machine you don't have to open a case uh you don't have to deal with anybody it's 100 automation it was genius and and it actually moves the needle towards not only improving the net promoter score for servicenow but it also uh improves our automation right it's it's it was to me one of those things that nobody would ever think about um as you know you're thinking about processes and workflows but that's a process and workflow that went to 100 automation because everything um was happening within the platform so it's pretty cool um but these are the things that the service owner is going to be focused on and not the executive all still tying to the same like i said same high level goals same thing with our frontline workers they're not going to be looking at how are we tracking against our opex um how is my net well they might be looking at their net promoter score just because it's interesting but their focus needs to be on what's in front of them where am i meeting my slas am i achieving my targets what can i do to do that um am i escalating too much do i have am i spending too much time on things um that i don't understand or know is there an opportunity for training is there an opportunity for coaching like these are all the things that um frontline workers need to be focused on is what's in front of them what's in their queue how can they get through that quicker and easier um while impacting by doing that they're you know helping to reduce costs if they're working on the right cases for their skill level that impacts um if they're not meeting their slas that impacts spend that's all money and net promoter score customer sat so stuff to think about oops i went backwards and then um yeah like this is like what cases should i work on first like these are the kpis that should be in front of the front line worker they shouldn't even have to guess they should open up their workspace and know exactly what they need to focus on and it should be based off of what the high level goals are and how the your dashboard has been designed to make them successful so each uh individual within your organization each team should have specific dashboards using performance analytics that help them be successful geared towards them all impacting the same responsive business goals and then of course our end users right they should be able to check the statuses and the quality of their services right this is ultimately our goal is to make uh life easier for them get them their what they need uh quickly so all right building the right team so this isn't often um a conversation that can get awkward i'm just gonna pull it all out there and we'll just yeah we'll just talk about it the right team are people who can determine what the goals are right so you do you do need to have that executive in the room that executive representation that says these are the goals so if you have you know 50 other kpis or metrics out there that have nothing to do with moving that needle toss them and you need to make sure you have people in the room that are capable and comfortable of doing that and they know your business they know what processes need to be improved they understand how you run your business you know every organization is different everybody does things differently and so you need to have people in the room who understand what your processes are what um how you guys do do your business um that's critical and and this is a team of of a mixed bag right of different skills and it shouldn't just be bi folks or i t people who you know build reports on your behalf these all these people need to be in the room you need to have people in the room who are capable of asking those tough questions when you put a kpi on the board for consideration for a dashboard especially using performance analytics what problem are you going to solve um what's the use case and what action is going to be taken if you can't answer those questions then it's a good way uh to push this is your opportunity to push back so you don't have data overload you're not choking on dashboards with you know 50 tabs and 8 million different data points and and really you can get all of that clean and concise by doing having these people in the room being able to say um you know what what are we trying to solve here why what what am i going to do with that um it's not comfortable all the time and some folks might not enjoy that part of the conversation but it really needs to take place because you invested in servicenow so let's do the best that we can to to show you um how to use it best and not create things that are just another roadblock for you um also making sure people understand what processes are currently in place what the purposes of those processes are how they're being used um and understand because there's a lot of times you know in some situations you can't do 100 automation it's just not feasible we understand that a lot of folks are in that same boat so but you need to understand why what was the roadblock what did you run into is there um you know a federal regulation that doesn't allow you know automation up to this point you know there's there's a million different reasons why something could could come up in your path um and you need to be able to understand that so you need to have those people in there in that room part of this conversation um and it's important that you have people that understand how to use the tool uh performance analytics is an in-platform solution which means you need to understand the platform and like i said before you need to understand how your data is structured how those tables are related what fields you have in place if you're able to break down um the way you need to break down to have the answers and so if you don't know any of that how the the data is structured or how to use performance analytics right it's important that you have someone trained or you have resources that you've outsourced to come in and help you because this is um this is a powerful tool that can be confusing and trip you up if you aren't using it the way it's intended to be used um and you need to make sure you have folks on your team and my favorite line is this bottom one who feel empowered and comfortable pushing back because sometimes no is the answer and so um i've had conversations with you know some of the the teams that i've coached where they're like oh no no i can't go back and say no you need to empower your teams to feel comfortable to do that it doesn't need to be awkward or uncomfortable it's simple you know what problem are we solving is there a use case if you can't answer all these questions then it's obvious the answer is no and there doesn't need to be anything awkward or uncomfortable but no is the answer sometimes because you don't want um like i said if it's if you you can't know exactly what you need to do right away then there's no point in um in uh doing this just yeah anyways all right so we do have and this is just so i'm just gonna gloss over this really quick but we do have roles um in in um the system right and as we move towards the next experience these will evolve i know we've talked about that in the past but um we do have roles that are set up in our system that kind of make it easier for different folks within the organization to have access to different parts of the data i'm going to stop here with this analytics developer role because this is the critical one when we talk about understanding how the data structured understanding the tool um making sure that you have enough people who understand and know how to use this and understand how its intended usage is so that um you are successful i mean it's it's it's a critical component and then you also have your admins right your sysadmins who um develop the actual platform but people who understand performance analytics and how to develop that are usually different they're a hybrid of a developer and an analytics person they're people who understand how data is structured to report on because you can build um a database with servicenow um workflows and everything and it can be awesome and great and have no idea how reporting is done and not be able to report on it so you do have different folks with different set skill sets that need to be available um and then these are the system roles that we would recommend that you assign to these different roles to best leverage performance analytics and then simple housekeeping things right remove duplicate entries apply naming conventions consolidate where you can and this is an ongoing process um we do have i think there's some articles out there within the community that recommend um using performance analytics to actually measure how successful performance analytics is using reporting to see um what you know what breakdowns do i have out there you can re write a report to show you what breakdowns you have and where you have um uh overlap so that you can look at areas for consolidation um when i was on the operations side of the house here at servicenow we did audits so it was a quarterly audit that ran i don't know i think like eight seven or eight reports that just kind of told me you know how are my naming conventions do i have duplicates um where can i remove duplicates where can i clean up overlap and consolidate do i have opportunities and and you want to do this consistently because it's hard once you start doing data collections performance analytics to go back and change history it won't be hard coming in utah though because we have a whole new database for you but that's not what i'm here to talk about but it is a little bit of a challenge so it is important that you have um you can keep your house clean you you stay on top of this you don't just set it and forget it you're constantly going through and making sure that the folks that you've empowered to make your your performance analytics environment successful it's staying clean and moving on okay and then organizing your content this is just talking about properly designed dashboards right talked about uh informational stuff a lot of times you'll see dashboards with it drives me absolutely insane when there's like 10 or more tabs i i'm good with maybe three fours sometimes uh it depends on you know the story that you're trying to tell with your dashboard but all relative information should start at the top what's my goal improving mps reducing spend both should be on the top the very first things that you see whatever analytics or kpis that you have that are going to help move that needle and are actionable should be the first things you see when you load your dashboard if you have informational dash informational data like my number of open backlogs it's completely informational it's not actionable at all but you know people like to know like how is my backlog trending you know what's my growth over time you know it's it is good information to have just so that you kind of don't lose sight of of how you're trending but that's informational that could be on another tab it could be towards the bottom of the page that kind of stuff um more important to look at where what's critical um what's could be a possible fire drill um am i going to miss my target like all this kind of stuff is really uh what's important and then push the interesting but not critical stuff towards another tab bottom of the fold that kind of thing and again actionable actionable actionable um and then i am going to talk to you for a minute about kpi composer this is a store app that is available to everybody and it's free and it basically does exactly what we just talked about it allows you to determine what your high level goals are so you see it looks like a little chart a little diagram and it everything sprouts off of it because it tells you okay based off of my high level goals uh what um what processes do i need to optimize what areas can i focus on and then based off of that i can kind of pop through this and uh and build my cape it's like a white board within the platform which is pretty cool um it also allows you if you if you've already dabbed like we recommend you do all this before you dabble with performance analytics but if you already have and you're thinking about redoing it you can also go in and associate um the the kpis that you come up with with an indicator that you may already have in the platform and make some notes i need to tweak this i need to change the source on this oh i want to create a new breakdown like all this cool stuff so it's kind of like this really great um white boarding tool that we've made available to you in platform and i say we we've done it actually through a partner so i can't take a service now can't take credit for this but we work consistently with this partner um to make sure that this stays up to date and we're currently in the process of making um updates and enhancements to it uh with our partner um but this is a really great tool and it kind of goes through everything that i just talked about and one of the ideas i had and i was thinking if there was interest i don't know um how much interest there would be but we could actually do this together kind of like a consulting experience together and just be like okay everyone throw me some high-level business goals and i can kind of walk you through and i thought that might be kind of fun but you guys can say at the end if you would be interested in that or not um i just thought that might be kind of fun and of course the benefits are right you're documenting your business requirements within the platform which is always cool you're able to align your kpis to your actual goals and strategies so it's that whiteboard you can erase delete a sign that's what's fun too right is you can determine what areas of the organization is this important it kind of like just puts all that stuff i was talking about right at your fingertips and you can reuse available performance analytics content that's out there associated to it see also this will also help you understand where you have uh kpis that go across the board right some kpis do uh float uh within all of those roles we were talking about however they're different uh focus on each kpi on on the specific uh kpis and um when we talk about um understanding how the data is structured you can by you know playing with kpi composer actually figure out cro crap i need this um crop did i just say group anyways uh crap i need this field i need a new related objects filled or i need a related list field or i need a lookup table i need something to help me report on this um because you know what we have out of the box or what we've customized isn't going to work for this and so you can actually create that list within within the platform and uh and start creating um i don't know how you guys do it but if you know you create some scrum tasks for your team to make some changes that is a possibility all right so just quick in review i know i talk kind of fast um and i'm a little bit congested so i was talking even faster so i didn't start coughing um by setting clear concise goals responsive business goals we gain actual actionable insight and that's the power of performance analytics is understanding what action i need to take when quickly and where where can i um improve those workflows i mean this is your investment like i said you invested in service now that's a big step in in automation and so you want a high level highlight um where you can continue to make those improvements understanding the data investing time and understanding the data before you build your analytics and making sure that you have these conversations you will have powerful dashboards that tell the proper story gain the correct insight for your executives and provide action at the process owner and fulfiller stages so that you can achieve those goals and continue to improve on your workflows so right everything is iterative and ongoing and evolutionary and so as you achieve those targets and goals you can also make tweaks and changes within performance analytics in the platform on the fly and start creating new goals so i'm at 50 automation then we we created a new workflow that gets me to 75 automation so let's start measuring that and then is there an opportunity to get to 80 percent like there's a million different things um that you can slice or dice here and um that will actually show you the value of performance analytics so get away from the mindset that this is a bi tool scrap all that scrap all the powerpoints and stuff excel spreadsheets you have out there and start thinking about your investment in servicenow what you need to improve on and um uh start making some changes because this is the best best thing that you could do for your organization is understanding the proper usage of performance analytics and really letting it uh work for you here are some resources that are available obviously and there's office hours um we have out of the box solutions uh that do provide guided setup on on some stuff for you to kind of walk you through how to set it up and implement it we have offer readiness maturity review um outcomes and uh progress reviews there are technical q a out there within the community in our developer um instance and then there are also health checks that can be formed be performed now i'm not 100 sure i know that they're in instance now um and and there are you can run it against performance analytics i don't know who has access to do that though so if anyone else knows you can interrupt me um but i know that there's ways to check and see how healthy you are as far as your performance analytics maturity go ahead and help scan yeah health scan will do that today with our customer outcomes team and then instant scan has the ability to do it but it doesn't have all the performance analytics definitions at this point okay something we're working on to to let admins do it themselves okay today to get that full analysis you need to work with customer outcomes awesome okay and then always if you know if if you know this is a struggle or resources are limited we do have a services team at servicenow and we have a huge partner community that is available for you to help you with this because we want you to leverage it the way it was intended to be used and get the best out of it and so struggling with it doesn't get you anywhere so reach out and get help if you need it and that is it how did i do on time i don't even know what time it is you did awesome you did awesome so um incredible content and um you know i just quickly wanted to add you know i am a former customer and um i think that there was uh one slide they were all incredible but the one that really stands out to me the most and i don't remember which which one it was but it was the one that that said you know um have people in the room that that are able to say no right and i think that just being a former customer and actually looking at the attendees there is an attendee that that was a co-worker of mine at this former uh business that i worked at and i know that that she and i had a lot of conversations um around that and making sure that you're part of the process early um you know we don't know who we have here on attendees and where you're at you know there could be people that are just at the beginning or even seasoned um you know customers that we have here so i think it's important to to have the power to decide you know what exactly that you're going to do and have those discussions around it and make sure that you're part of the process as early um as possible to make sure that you understand the platform like tara said understand the data that you're working with and you know getting in that room and being able to make decisions and and then also when you actually get going with it if you're if you're someone that starts creating things for other you know businesses within your your whole organization as a whole you know getting them to start asking the same sort of questions because quite often what happened with me was people would come just like tara said with an excel document or with uh some other let's just say crystal reports as old as that is they they would come with you know all these things that they always had and the the idea was well i need to make sure that i have these same things and the question that i started asking was what would you get out of them what answers were you able to or what questions were you able to answer uh why did you why do you need it or you just continue to do it because that's what you've always had what can you deliver from it what can you change from it what what things can be you know change from what you're actually looking at so i think which goes to exactly what tara said so i'm not going to spend a whole lot on talking a whole lot of time talking but being a former customer there's so much value in this and and hopefully uh you take a lot of this to heart and try to at least incorporate uh some of that into it and you don't have to be brand new if you're someone that just creates stuff like i said for you know other other parts of your organization ask these same sort of questions every time that something new has to be created if that makes sense and i'm sure that that adam and dan may have something that they want to add to it because this is such a valuable topic that we really try to make sure that that people think about it as as they start doing it and also as they continue with it so i'm not going to put them to on the spot but if either either one of them have anything that they want to add please do well i i will add on to that they just say no i think that is an incredibly powerful slide but generally how how we've designed and built out performance analytics and platform analytics in general is to help you do the right things and this is where we see some organizations struggle where they've been doing sub-optimal processes for a very long time in terms of we just report a number we have in excel we email it out there's a lot of things that we don't we don't spend a lot of time focusing in how to make it how to make certain processes better because they're not healthy things for an organization so what tara showed us was how do we set up things to be done done well at like the kpi composer starting from the beginning to go why are we doing this is it helping move us forward to our goals what are our goals we spend a lot of time making sure that that's easy to do give you the applications the tools the what you need to do that and i think we'll all come back and say use them when you use the tools when you do what performance analytics is trying to help you do you're going to have a much you're going to be you're going to get a lot more value from these analytics than just an excel file that gets emailed out every monday morning that nobody looks at nobody takes actions from it's challenging sometimes to parole some of these out i appreciate that everybody who's here you know you you want to do this i think organizations want to do this and hopefully this presentation will help give you some ammo to help drive your organization forward right we don't want to do it the same way we were doing it 50 years ago or 20 years ago we want to do it better and improve [Music] completely agree um adam yeah definitely dan you had something and yeah i'll just follow up and just actually just trigger just by the question brian just throughout here brian guest brian good just throughout this sometimes the and it's more of his statement which is uh sometimes the answer is the answer to what problem are you solving is just situational awareness so that in itself can be a worthwhile motivator for pa at times right and says oh yeah abs absolutely that's uh but it is important that we get to that question of the what problem are you solving because it's um and we're all kind of saying the same thing just different ways but it really is that that fundamental question of um is there a reason why you want to collect this piece of information this kpi you know what is the reason that you want to collect this and how does it make our and how is it doing something to drive and make our business better and but that i like that situational awareness is uh is is a big part of this too so absolutely great point as dan said i'm going to piggyback on that too i will say my goal my goal for performance analytics my goal for analytics for reporting and all this stuff is that you never have to look at a report again why are we looking at reports at servicenow the reason we use servicenow is to automate a workflow to digitize it to have it do it so i think it's really important the more you understand as an organization why are we gonna look at this we're gonna look at this because we're looking for this all right it's more better or less better right we get into setting targets and then we're able to start moving down the path of automation to go well i look at this and i'm looking i look at this report and i'm looking for this okay good so we can find that what do you do about it well then i take this action okay let's just automate that if i find this in this data automatically do this notify this person to do something create a task for this person that's where we want to get to platform analytics is a tool to help you get that right as our organizations change as the environment changes there's always new things to build into but our goal is automation not to look at pretty reports right as and if you've seen the other sessions on next experience in san diego and tokyo we get pretty reports i'm very happy about that but that's not my goal my goal is that we're getting the work done and that's where going through this process asking those questions more than the analytics team right for the process owner makes the process owner knows what's going on the platform owner so that we can get to the ultimate goal of automation and spending our time on more challenging work not just on doing the same thing over and over again awesome thank you adam uh the only question that we have currently is uh which community forum will this be posted in so in in the analytics uh and reporting community there is a uh platform analytics page uh that this will actually or article blog that this will actually be posted in uh i was trying to get that url uh but i'll get it and i'll post it in but that's where it will be and the the the deck will actually be saved there as pdf so you'll actually be able to use it whenever you do have conversations within your business you can use it to refer back to and i don't see any other questions so we may be able to give five minutes back here cool i'll go ahead and close out and if something pops in we'll go from there tara thank you awesome as usual uh great content incredible content that is always valuable nowhere no matter where you are in your process with performance analytics this is always good to refer back to so thank you for your time and doing that for us today tara okay no problem thanks everyone all right so here is the actual answer to that question so uh all of this this uh recording will actually be posted here like i said later on this afternoon and um when you actually click into it and the video the video is actually from our a link from our youtube channel so you'll actually be able to see all of that is where as well and then of course there are uh previous recordings or whatnot that we have there and anything that we have coming in the future um this is the there's that actual page right there so the the links are there everywhere within this uh make sure that you continue to you utilize now learning there's always new content that's coming out there and a lot more are um are becoming on demand as well but here we just show an example of typing in analytics everything that will come back uh and like i said uh there are new ones that are on demand so the pa advanced course is now on demand rather than being instructor-led so take take advantage of that as much as you can um we always like to shout out the other academies that are out there so just be aware of those we have platform academy virtual agent process optimization which is a new one which is a really great one that that's out there uh was needed and a really great uh presentation presentation or host that's over there dan grady so that's awesome and then we have mobile app as well so just take note of these um if there is they they are ran uh almost exactly the way that we run ours here there are a little bit of variances in in the way that things happen but getting to know the content that are covered by these um really will make you even more powerful i think as it relates to pa so knowing these things can can definitely help you as well there's one more also the next experience academy just launched okay recently a couple weeks ago and that one's going to be important for a lot of us to take a look at as we learn how to embrace the new world of next experience and how our visualizations are are shown in there analytics the poor is the same but how we show them and what we can do is just the the world is uh is new a lot of amazing stuff in the next experience academy awesome thank you for that adam i'll get that added so we'll know that it'll be there uh going forward so um appreciate you bringing that up so with that i don't think that there are any more questions that have come in so thank you again for your time and uh hopefully you all got something out of this and we'll see you all in two weeks thank you again tara you