now with troy on workflow wednesday in august i can't believe we're already in august it's august 3rd today um and one of the things i want to talk about today is is really go through where are some resources that you can dig into to learn more about servicenow one of the videos that has the most views on my youtube channel now with troy you can find me on youtube is the one that i did it's about four minutes long about what is servicenow and it's a very common question some people still think servicenow is just that ticketing tool and it's come so far from that it truly is the platform that makes the world of work work better the world works with servicenow and so one of the things i want to spend time talking through today is where you can find more information of course i hope you turn to me i hope you turn to my channel but i'm just a small fraction of the information that's out there servicenow is a very large organization and we've got so many different people creating tremendous capabilities for you to use in your environment and also the content that goes along with it so you can see how it's being used and how you can benefit from it so the thing that i wanted to do today is really to jump into a couple sites we'll talk about each of them as we go through and kind of walk through some of the current things that we're seeing on servicenow's official blog we'll talk about experience because now experience matters more than ever if you've looked at any of my channels you've been on any of my live streams you know that that's true that i'm focusing on experience both from the customer side as they interact with your organization as well as employees what's the experience for employees is they're working as part of your organization so we'll talk about that the next we'll talk about strategy uh one of the capabilities on servicenow that i've loved to help organizations implement is really project and portfolio management and everything that comes with our suite of capabilities now called strategic program management some of you might know that from the the past moniker of itbm but strategic portfolio management is getting so many awards from different analysts so we'll look at some of that and look at some of why and so experience strategy in the third topic that we'll touch on a little bit is again very front and center security one of the acquisitions that servicenow did last year was an organization called light step and so we'll talk about light step notebooks and what the impact of having that real visibility and monitoring to cloud aware applications with light step notebooks and we'll talk about that again this is just scraping the surface of the information that's available to you on the servicenow sites so with that let's transition over to here and let me put up my little mini cam and walk through some of this and so where i'm at right now is blogs.servicenow.com that's the official site for information from servicenow on current things we're seeing in the marketplace i'm not going to touch all of this by any means but you can see from the tabs that i have open i've got a couple articles i want to walk through and so let's jump right in and kind of look through what do you see if you come to blogs at servicenow.com how do you figure out which areas you'd like to really look at and you can find more information obviously we've featured just like any other blog but we're just going to look through some of the latest and we're going to skim through this we'll jump through customer experience and there's a couple different articles on those you can see we just had a whole focus on our interns servicenow is a great place to work we've been winning awards around that uh being just started this is what day 17 and so loved being part of the organization and experiencing that onboarding equipped and enabled by servicenow and so i'm going through it personally i've been a strong advocate for the platform and you can see how our interns did it too we'll talk about you know this survey that we did looking at experience focused companies and particularly with everything happening in the marketplace in the world that now is the time to really invest to be able to change the experience your customers have asking for support as well as employees inside and we'll look at some of the results that we saw from our survey where our customers were doing that and the impact it had this was the award i mentioned we'll talk a little about strategic portfolio management spm because everything has to have an acronym right and so we'll talk about this award and some of the things that calls out and then uh here's the lightsaber article that i talked about and also three tips to delivering world cat class customer experience and so we'll dial through a bunch of those but again i'm just scratching the surface on the capabilities of servicenow and why the world does work better on servicenow so with that let me jump over to this first article uh this is you know one of the things that comes from our survey that we did with qualtrics looking at why does experience matter you know workflows are how we really affect that experience and how do we know that work is in a trusted system that it can span all the different you know systems and platforms in your organization and we'll dive into this a little bit more than ever right you've heard me talk about it but i love this first sentence you know more than ever employee experience ex and customer experience cx are intertwined improving customer experience has a positive impact on employee experience and vice versa they are truly intertwined and that's one of the benefits i've enjoyed about servicenow is it really does affect both the world of work touches both of those so if you think about customers employees they have to have one place they can go to get trusted answers where is my support where is my order how do i get help with questions that i have or new needs that i have and so let's let's look a little bit further into this what we did in this in the summer of 2022 is is there was this article that looked at this survey that we conducted it was more than a thousand different executives really looking at how they're modernizing both it and the experience for both customers and employees and one of the things we've found is that there's a number of things where the organizations have really taken investment in where they're seeing the most results and the top one is modernizing your it platforms to support tx servicenow is poised in that that was our you know where we started where we've grown is really looking at i.t and all those technology workflows and really providing technical excellence as you think about growing your organization it's understanding which things are in in your enterprise in the cmdb and understanding how they interrelate to get to a common services data model and then having all of your processes leverage that enterprise data to to really provide quick response automated response where you can put machine learning in place and ai in place as well and we're seeing that transformation occur you can dig into more in in the survey but one of the things that we really see is when you look at experience and focusing on it what we saw from from that survey is that by focusing on experience look at these outcomes greater customer retention lifetime value of your client getting new clients to any organization is a challenge retaining them is important in helping them for a longer period of time and what we're seeing is that investment and total experience drives that customer retention up also improves customer service also opens up that door if we talked about retaining customers what we're seeing is is you know that word of mouth the net promoter score the other different things you might use but we're also seeing that that focus on total experience is heightening the ability to attract new customers also you know in this world where the cyber attack surface continues to grow and cyber is a pressing concern is we focus on experience that data of tying all that together helps us really improve data security and privacy for our customers because we have an intentional focus on it the other thing that was was kind of surprising is is look at these other things that the organization's also improved from maybe not front of mind but they came out of the survey is worker health and safety was improved again looking at the total experiences as you return to work many things that we have on servicenow is the workflow service delivery all of the things about a safe workplace and returning to work understanding how to best optimize the real estate that you do have how do you look at that space and how do you use it in this new world of hoteling and dynamic mixed workspace we're seeing that worker health and safety is improving employee data privacy much like we commented above we're getting better control about it and also we're seeing that as you improve that experience as you have trusted systems to really act as a control tower across the enterprise we're seeing teamwork and collaboration improve also that surprisingly leads to or not surprisingly i should say leads to staff loyalty and retention and in this era of the great resignation you know there's many articles many sites that say that there's no end of that in sight uh improving total experience helps battle that combat that so again check out that article and see see more about how it fits the next one i want to dive into is looking at five ways to propel customer digital transformation how has servers now been able to help that and what are some five key areas i'm going to skim through this one and really pull out those five you can dig into this article again come to blogs at servicenow.com and you can find it but one of the things that we're seeing is servicenow is often seen as that it tool it truly is beyond that it is the control tower for the enterprise and what that enables for our customers that have really seen this focus on total experience and and digital transformation is it becomes that platform to help us be able to build partnerships across the organization looking at customer outcomes that is a key to looking at at servicenow the other part is relying on your front lines is as we think about you know really envisioning transformation you know you scroll down so that title stays there relying on your front lines as you look at digital transformation it's important to talk to all of your staff that not just fulfillers but think about the people that are dealing with your customers that are that front face of customers as they come in their heartbeat and their as you think about human performance or proprioception they are your nervous system to look at your customer base make sure they have a voice into your system so that they can help guide and really be that that strong input from your customers they can help shape what is is in there and drive that faster the third tip was avoid starting with existing processes we've seen this so much if you've been around the servicenow ecosystem i won't use the word but there was another leading itsm tool that was very often displaced with servicenow and for many companies the way they started is look at my past system i'd like that those were my requirements they created that past old system or that password process and service now can you do that yes do i recommend it no this point confirms that two is avoid starting with your existing process take a step back look at really what your employees and your customers need and re-envision that process also take advantage of this speed of innovation that you get from servicenow again our customer base continues to grow and as customers of servicenow you get to benefit from what i call that cloud innovation as we see different customers using the platform differently that feeds our business units to help innovate very very quickly to provide new capabilities the closer you stick to out of box the faster you get to benefit from that cloud innovation and so focus on that process make it work for you if there are some very unique customer processes or internal processes that you need explore our app engine there are so many ways that we can take that platform and very very quickly innovate to put a custom process in place that can address those needs whether those customers and employees the fourth one is adopt agile methodologies rspm which we'll talk to in a couple different slides really looks at how you can have different capabilities for project management whether it's waterfall or agile or what i call agile fall that combination of the two but this point really looks at how can you put that lean innovation in place and iterate on it instead of having a very long project with one go live look at how you can take those capabilities and launch it with a specific value and then iterate against it and look at how many times you can generate that positive impact outcomes for your customers and for your employees make those mandatable chunks and and deliver them the last point is very important and it will relate to the last tab on there is is really looking impact one of the things that we've heard from our customers is they want personalized information they want to accelerate their value and they want to amplify their employees part of that comes from this core focus on how can you measure the customer and business value wherever we can measure it we know we can optimize it so watch for those kpis and if you haven't seen impact reach out let let's talk because impact is a way that you can build on top of servicenow the way to see your kpis right in the platform so you can track that and optimize on it deliver those customer outcomes great article looking at those five tips let's jump into this one there we go world class customer service three tips again i'm going to skim through this one but as you'll see each of these articles we're back from research we're backed from customer experience and just sharing those tips with you take some time to look at these articles let me skim really fast through this this was coming from servicenow and qualtrics really looking at how do you change that customer experience and one of the things we find out here is connecting the entire enterprise think about how many times you've had to call into one of the service providers you use and you know you have to provide some information you get to the next level you have to repeat that same information that pass from one team to another is often very cumbersome because one group is working in system a the next group is working in system b the next group is working in system c and and there's such a isolation of data and information servicenow steps into the middle of that by able to really provide that cross-connectivity between different groups and they see the information that you've already provided and so as you think about you know really looking at customer experience look at how you can connect really across the enterprise to provide that transition the next tip is deliver speed and efficiency the best way to do that is really look at how you can automate things but also watch where your customers come up with in n employees come up with very consistent uh questions look at ways you can provide knowledge articles in in ways to self-help ways that can provide self-service and sometimes that's self-help with just information but there's also ways that servicenow can orchestrate things where without fingers on a keyboard servers now can reach out and touch different systems to implement things there are many many cases where that level of automation helps speed that time to delivery and efficiency watch for both of those the third tip is really looking at how you provide empathy and personalization at the end of the day each of us is human we'd like to be treated as human not as just someone on the other end of the line or something on the other end of the line as you look at the interaction with your customers employees spend time to look at that empathy look at how you really can understand where your customers and your employees are coming from to provide that real human connection and a lot of that comes from really understanding the background information that we have on our different customers and employees so that when we call we know where they're from we know some of the background and we can understand where they're coming from where their questions are having that empathy and personalization helps tremendously let me jump to this one this article is about another award around strategic portfolio management i have yet to meet a customer that says i have crystal clear clear clarity around where i should be investing my limited resources and time balancing priorities is a challenge all of us face spm jumps in right into the middle of that and that's why it's winning awards spm provides the capability to really align strategy with work now that's can be an i.t but where it's really effective is really looking across the enterprise being able to capture those ideas to look at demand and balance those out by putting in portfolios and understanding the impact of each of those so that you can make those wise decisions around where to invest those funds you can look at at four application portfolio management being able to really look at the different applications you support in your enterprise which ones really warrant the most investment that will provide the most impact in your organization spm is poised to do that in really aligning those two it allows the ability for you to respond quickly the way that this puts it is organizational agility again there's so much capability in spm and you know gartner is recognized as one of the leading tools this was another one and so if you've not explored what was itbm or spm reach out let's talk more about how you get more out of service now by aligning strategy and work the last article is again going back to security but focusing on one of our newer innovations that really gives us observability in particularly cloud aware applications because cloud is prevalent in just about every organization today the cloud matters and how we move our applications to the cloud and how we make very stay very aware of any security constraints that we have or other things we have as we're doing development or as we're looking at reliability what lightstep provides is really that observation into it and they've announced ga of the new capability of light step notebooks and it provides additional insights to really have faster view of what's going on with your cloud applications provides those different data sources and brings it into one place so that you can understand how to quickly resolve those vulnerabilities before they become a problem lightstep is tightly integrated with servicenow and we'll continue to do more of that since they were a recent acquisition last year but if you'd like to hear more about that again check this article reach out and let's talk about how lightstep can give you more visibility into what's happening in your cloud aware applications with that let me bounce back blogs.servicenow.com is where i just skimmed through a number of these different articles it's one of the many sites around servicenow that can help you understand what is servicenow and why would i want to use it and why are our customers saying that the world works with servicenow now is the time to invest in experience aligning strategy and work as well as making sure that your cyber attack services are indeed secure check out the blogs you can also go straight to our main website servicenow.com where again the world works with servicenow the last one you heard me talk about a little bit is the impact service now impact is a capability that we've built on servicenow to respond to the need that our customers have said over and over they want a better way to have personalized information on how they can get more value from servicenow they need tools to help equip to amplify the staff that they have understanding how best to train look where to you know get the certifications without additional costs and and really dig into where they can get the insight that they need for the projects they're working on the third part is accelerating time to value we work with multiple partners but we also have expert services where you need implementation done by servicenow all of those can work together on the impact platform focused on your business kpis so if you've not seen it do reach out there's some sites information on this site links will be in the video and the linkedin post but by all means i hope you find value in this let me turn this off turn the desktop off and so thank you for tuning in for another workflow wednesday and i hope you would subscribe with now with troy find me on linkedin and on youtube and on twitter thanks so much and i look forward to talking with you thanks bye-bye you