good afternoon everyone carosoft technology would like to welcome you to our servicenow webinar before we get started i will just quickly go over a few housekeeping items the audio portion of this webinar can be heard through your computer speakers or if you prefer you can listen through that dial in option displayed on the top left corner of your screen please note all your lines have been muted just to reduce any kind of background noise during today's presentation if you do have any questions though throughout the webinar we have that q a pod on the left hand side of your screen there we will do our best to answer all of your questions at the end of the presentation but if not we will make sure to follow up with you all offline this webinar is being recorded and an email is being recorded today and a copy will be emailed to you afterwards just to tell you a little bit about caresoft we are a trusted government i t solutions provider delivering software and support solutions to the federal state and local government agencies as well as education caresoft maintains dedicated teams to support our sales and marketing for all of our vendors including servicenow google f5 networks and adobe our contact information will be displayed at the end of today's presentation so please feel free to reach out give our team a call shoot us an email now at this time i'd like to pass over to our speakers for today um we'll go ahead and get started and kevin the floor is all yours thank you brooke thank you very much can you hear me okay yup you sound great thank you excellent thank you welcome everybody it's a pleasure to have you join us for the next hour talking about servicenow's solution for maintenance repair and operations there are a lot of challenges that our department of defense customers face for servicing the armed forces around the globe and a lot of customers have different needs and so one of the nice things i like about this solution is its flexibility to support each business owner or each line of business mission owner with your unique requirements so as we walk through the presentation today i'll be reminded to articulate some of the unique characteristics around servicenow's maintenance repair and operations solution some customers call it maintenance repair and overhaul i'm gonna use the word operations for today's uh but those two like those two words are interchanged and we and uh and can support one another so um brooke thank you for the opportunity to to join the webinar today my name is kevin adler i support the department of defense customers uh in the u.s specifically the army the air force and the fourth estate i'm joined by my esteemed colleagues chardee ardani who supports the navy and the intelligence community as well as brian and eduardo who will be helping to deliver the spectacular demo a few slides after we get started in this presentation and they'll be able to introduce themselves as we get started we'll provide an overview of the challenges that our customers face to supporting the mission and with mro case in point we'll also walk through some specific use case scenarios that we frequently see in the department of defense and then we'll offer an opportunity for like brooke mentioned q a at the end and reach consensus and con next and establish next steps when we speak about maintenance repair and operations really it's supporting the people the correct place with the correct parts it's a good summary for how the dod can maneuver all of these different uh facets and orchestrate a solution a cohesive solution to be mission ready so that you've got the correct people at the correct place with the correct parts in order to do their job and support the mission 24 7 365 regardless of the location on the globe and moving the boxes and the parts and the metal parts and the plastic parts and all of the uh all of the items around really is the challenge that a lot of our dod customers have and that's really what we're looking at solving with with servicenow so when we break down the challenges that we're focused on addressing really it's the logistics readiness how do we enable the warfighter to support the mission whether or not it's standing up a tent city in this slide or distributing um uh infra resources out in the field or preparing to launch with some maintenance materials how do we support the logistics getting those parts at the right time and making sure that those parts are checked in or validated and are accurate for the first attempt and then how do you move those parts from point a to point b or even through to their entire life cycle so how do you support all of the equipment and that's really where servicenow uniquely has differentiators out there to support providing that maintenance for the equipment so if there are materials such as trucks or tanks or planes or boats or ammunition if there's any type of material that needs equipment maintenance either scheduled by time or by usage or by distance all of that can be automated with our powerful workflow engine to ensure that it's addressed properly and on time and then finally the people the most important asset out there how do we support global operations enabling the people within our armed forces to have the tools that they need when they arrive or being able to create or deconstruct buildings and really it's the integration of all those three which is really what we're talking about with servicenow unique differentiators so for those who can hear my voice and are familiar with servicenow this might be new to you and for those who haven't yet familiarized themselves with servicenow we essentially are a workflow engine for the department of defense and in terms of that means delivering one platform one data model and one architecture that's unique right there but building on that strength of delivering the power to automate the work that a lot of us do manually or a lot of us use the swivel chair approach to take information out of one application scoot over and put it into another application service now has a tremendous amount of investments with integrating across existing systems of records or existing systems of investments that our department of defense customers have specifically on this slide you can see some like sap or oracle and being able to read and write data securely integrating with those systems is really where customers can take that cohesive or holistic approach to investing with servicenow to provide that unique user experience that's unmatched in the enterprise so when we take the ability to integrate with the systems of records and serve as the system of action we're able to deliver a consumer grade experience much like we all of us on the phone can experience at night when we're ordering from our favorite retailer online or ordering pizza from domino's you just fire up the app and you just make the choices that you need to do without needing to have explanation it's a very simple it's a very frictionless experience and that's what servicenow delivers to our customers is that frictionless experience through a mobile app a frictionless experience through web applications or other applications that are in place today or a lot of our customers are using teams or slack as a way to communicate and make decisions and to share information throughout the enterprise so that's really the strength of our platform is the integration and the powerful workflow engine with the user experience when we take a look at the types of data that our customers need to classify on the far left of the screen we've got data for substance and health and comfort items perhaps food pillows blankets that sort of things regardless of the types of data that the customer needs to classify our system is flexible to support those data structures so that you've got um you've got explosives you've got fuses you've got mines you've got rockets or you've got lubrications you've got compounds you've got chemicals all of those classifications are supported based on the customer's business requirements and that goes to a testament for the simplicity that we've put into creating an enterprise solution that can support a wide variety of customer assets when eduardo and sean brian and i speak frequently to our customers some of the questions that we get really are you know about safety for the technicians and the folks out there in the field standing up those 10 cities and how do we ensure that the travel time is the is reduced how do we track the child assets of the parent asset so that for instance uh the the soldier arrives to stand up this tent city and that soldier or the team of soldiers or contractors has the tools they need those pipes those hoses those fittings those bushings those ropes those tents the correct parts in their trucks so they can establish the correct intensity at the right location and do it first and foremost accurately and that's really with safety and maintaining optimal performance and holistic vision of all of these moving like i said earlier the orchestration of all of these tools making it simple for those you know consumer-facing apps to ease the challenge of working across these existing infra investments that's really uh another value proposition that servicenow brings to app brings to brings to our customers so with that i'm going to swing the microphone over to shade and she's going to talk about some of the solution capabilities shade great thank you so much kevin can you hear me all right sure can awesome hey folks my name is shade ardani uh really excited to get into how servicenow is tackling mro inefficiencies um and using our digital workflows and automation to extend service management to these kind of programs so let's dive in and to really introduce the conversation i want to start with the out-of-the-box types of activities that are supported for this kind of service management so uh the first thing uh demand service and break fix um if there is a demand for something to be done we need to go out and do it something's broken i need to fix it right now this is your typical demand repair but this can also be a request for an installation or an upgrade as well then you have proactive monitoring and this is actually twofold uh so first this allows you to take advantage of connected devices that are telling us information so iot sensors for example that can detect a drop in inventory or perhaps that a machine may be overheating um so that a technician is then proactively sent to the site to fix the problem and prevent asset downtime and then second uh productive monitoring this can also be our ability to use machine learning and to look at trends of past service records to help drive more proactive service delivery so we can analyze trends and and determine hey you know instead of waiting another month to do this maintenance based on what we're collecting about this machine we should probably send somebody out there earlier and then this actually leads me to the next point scheduled work this is your typical ongoing service and maintenance activities and lastly we have projects so these are your long cycle stuff this is where you might have really complex dependent tasks you've got multiple teams of people involved so these activities tend to last a lot longer important to note this is this also includes contractor management which uh pertains to unifying third parties and multiple teams so for example if you if you've got a consulting project you've got multiple teams of contractors to keep track of uh bringing these teams together and allowing them a single system to interact with in terms of tracking the activities and providing updates to these external stakeholders so everybody's looking at it from the same view and so all of this uh everything we do is enabled by the now platform which kevin already touched up on but it's really this intelligent platform that is enabling technology that allows us to do things like forming work groups and identifying locations managing skills having visibility into and the ability to manage inventory bubbling up knowledge content and articles creating workflows that drive our customers mission teams down the path of success and making sure that we save the dod time and money and most importantly unlike other technology providers servicenow is easily integrated with your existing systems of records we can play well with others we can literally be a process orchestration layer that sits on top of all the siloed systems that kevin mentioned earlier as well that people have to keep swivel chairing back and forth from and put a workflow in front of that so customers can you know continue to use any existing mro tools and integrate them really together in a cohesive single pane of glass and making sure everybody mission ready so how do we put a system of action to these activities and and really that starts with a work order so work orders and tasks are what needs to be done and these are the items that get sent off and out to the to the people uh scheduling is the process of finding that right person with the right skills the right time with the right geography and then they are dispatched which also allows for for monitoring of how things are going in real real time you know there's um there's got to be some insight into what's happening right now uh and that's a big one for our dod customers in shifting them away from a reactive model but to a fully informed uh proactive service model asset and park part management this is making sure that field worker or technician once they've been scheduled has the correct parts and inventory items with them to execute the job correctly and then dashboarding and reporting and reporting this is when management can then leverage to figure out the areas that are working really well and areas that could use improvement so you can leverage our our business intelligence system for managing kpis we have 400 reports out of the box um and anything outside of that can easily be configurable by either management teams or system admins any any user really and so moving on you know kevin touched on this earlier understanding assets are an important part of mro programs um so anything from toothpaste to tanks you know this comes back to our ability to manage assets or the products that a customer has purchased and be able to do work on them so whether that's installations or repairs um replacements and again even routine maintenance but but also with that understanding that asset in its life cycle is an important capability in these in these mro programs so if we're putting in a new equipment starting on the left side of the screen with the dod especially you know you don't just go in and install things a lot of times people need to be sent out making sure that there is space do we have electric coming in or the proper filters um so you usually have to send somebody out to do a site inspection to determine is the site ready to go and then do you have to do inspections and permitting do you have to do cleaning or configuration mapping and then there is the actual installation and most of the time the team that does this installation isn't the one doing the commissioning actually putting things into service once it's installed so being sure to bridge the gap again with these teams is is crucial so once that equipment is alive and functioning how do we support the servicing and repair and maintenance and finally when it's end of life how do we decommission that and how do we provide workflow to make sure those athletes are arriving where they need to go many of these decommissioned assets they need to transfer over to dla or army or marine depot or wherever they need to be for decommissioning if they have sensitive data on it we might have to demagnetize and shred the hardware all of these processes to think about so while you're managing and supporting these assets consider the supporting documentation throughout these processes that we've just mentioned how do you report on them how do you track them in an audit trail setting so understanding these different types of checklists whether they're installation checklists they could be training processes so that teams of people that have the skill and and the hands-on knowledge of of asset deployment are ready to go um safety checklists um and the types of tests that are performed uh over time um and uh you know the a part of this discussion goes beyond just ingesting and digitizing documents and forms we're not just document doing document management we are doing data management so digitizing the data in the form so that the form becomes the output rather than just the collection for our dod customers it's data to fill in all their documentation like a flight log or air worthiness certificate or a mission ready certificate whatever the specific doc is we're providing the ability for users to fill in the proper data to auto complete that checklist in that form in the document that they need so here actually on the screen i've got a dd 13 48 1a form it's a standard receiving document used to um command a you know a release and shipment of material from stock so we want to modernize not only the data but the experience to collect that data so moving away from formats like this this macro excel spreadsheet format we want to mirror the experience that we all expect and experience as private citizens um like with with an amazon experience so instead of this page you have tool tips that can pop up and and help you auto complete along the way and you know another exciting service now innovation that's contributing to this mro service management solution is um help is is the introduction of augmented reality so ar is the visual assistance and guidance for field workers or technicians um and leveraging remote experts that are able to virtually see the situation and visually guide the field as if they were there in person so um this is this picture is an a10 a warthog aircraft it flies low and slow uh in close proximity to our ground troops so lots of people shoot at it you can see it sustained some battle damage in the field and so the field folks on the right you know they would raise their hand and say hey this looks pretty expensive uh what what should we do here and on the left you'll see that the the remote support personnel they would leverage uh this augmented reality capability and say hey you know there's there's actually indirect damage to that top hydraulic line in the horizontal stabilizer and this could fail under pressure and and being able to uh convey that while not being on site is important so at this point i'm going to hand it over to eduardo cuellar who's going to show you all of this in in action thank you thank you uh hi good afternoon everyone uh yeah so my name is eduardo cuello uh and what i'm gonna show you now uh we created a a quick demo uh scenario just to showcase some of the capabilities that kevin and chadday um revealed earlier so for the the demo scenario that we're gonna use today uh we're gonna simulate how an aircraft can can trigger an alert uh so a sensor on the aircraft is gonna automatically trigger an alert that that creates a an issue that gets automatically created and routed for approval and before even anyone gets a sign or any any uh workers starts uh the aircraft is uh is back uh at the base of the airfield we can already start the process of reserving some some repair parts assigning making sure that we have the right technicians with the right skill sets already uh allocated and on site to start the repairs as soon as possible and minimize any downtime for the aircraft so once that that initial request is created we can route those requests for approval send it to supervisors who can review make sure it's a it's an actual issue that needs to be repaired uh look at team schedules and automatically assign the work based on the the skill set and availability and we're gonna walk you through those steps here uh today but in reality all of those steps could be fully automated and could be done without any manual intervention so the steps from the time that the alert gets triggered by by the aircraft uh the sourcing of the parts looking for someone a technician who's available to do that job all of those steps can be can be automated and supervisors can can still monitor can still see what's going on but they really can just freeze up their time so that they can focus on some of the exceptions some of the issues that that really require uh some some more more attention and then once that request gets routed it gets sent to a technician we're going to show how the technician can use a mobile device to look up all the details of the jobs that they have to to complete pull up uh parts requirements inventory and uh and also maintenance checklist so that they can follow uh certain procedures guidelines ensure that all the the steps um correct steps are taken to to complete that that repair and the goal and the this end-to-end process is to minimize downtime we're using an aircraft i mean this could be done for any type of assets uh ships tanks uh trucks anything uh that you any type of asset that you need to manage that requires repair and by automating a lot of those steps we can help minimize that downtime and get that aircraft that tank ready to go as soon as possible so first i'm switching here now to my uh so here is we have a mapping interface that gives you a view of all your your assets and the real-time status and location of all those access so i can uh zoom in here in this map i can look up any of those assets uh and and look up any issues any detailed information related to this to this asset so here for this ship i can see their their location um i can list out components of the ship or aircraft so i can look at what types of engines what type of uh systems uh they are installed in that asset and and also any history and related information to that asset so i can view all of the maintenance history for for specific assets so if i want to look at what type of repairs what type of um maintenance work has been done on our aircraft that's uh having uh experiencing another issue i can see all of the data in one place so i can see oh this is a a recurring problem or this is something we just looked at a few months ago it's uh it may we may need to to to resolve it right away uh and this can be configured to to support any type of asset so all of your assets can be updated in real time you can see where they are who's working on them and uh and what the status is for for all those assets and for the next step i'm going to simulate here an issue with an aircraft so i'm just going to trigger an alert that in real in reality this would be automatically triggered by the by the sensor on the aircraft once i trigger that alert that automatically created uh an issue that gets uh and started that automated workflow process to route that issue to the appropriate person to the appropriate team so here we have a a sensor uh alert that was created and then as soon as that alert gets created we can see it allows a user to go on a web portal and see the status see exactly what's uh what's going on with that um with that alert so i'm triggering those alerts uh based on an iot sensor but you can create those those requests create those um maintenance uh tickets via via a number of different channels you can have web forms that the user can can go on a on a web page or from their mobile device and submit those requests we also have support virtual agents uh or chatbots that you can using a conversational interface you can create those create those alerts and assign them to a different team so there's a wide variety of ways that you can create those alerts and then uh start the process on on a repair or maintenance or any types of issues that they may have with your fleet or or some some of your assets and once those alerts is that are created as well so here if i update um the the status on this map here will be updated as well so here you can see you have a couple aircrafts a couple assets are showing up as red so that means that there is an issue allows you to quickly see and and identify problems uh within within your fleet so now i'm going to switch here to a supervisor view where they can see a list of all the open issues uh within your fleet so within our application we're able to create those reports lists that that help the supervisors uh users who are responding to all those alerts to all those um maintenance requests to see exactly which um assets need need repair who is working on what and have a easy to use interface where they can see what's uh what needs to be done so here if i pick up one of those uh issues that's currently being uh worked on i can look at all the details on the issue um all the history communication threads from that issue on who's been working on it um what the state is this issue has been approved uh you can have approval flows linked to those all those issues and who's been been assigned to so here uh we automatically assign this issue to a fleet engineer and uh and had already uh requested and received the approval approval from certain commanding officers or or supervisors who need to review those those requests as part of any of those issues uh you can have um a process associated with it so here we created a work order linked to this issue and already assigned and started uh the process of getting the work um initiated for for that work order so as part of those work orders uh you can create templates uh so for complex maintenance processes you can have multiple tasks as part of a single work order so here we have a couple tasks for replacing the altimeter which is the sensor that fail and then disposing all those failed sensors uh you also can link part requirements to each one of those work orders so you can list out all the different parts that you expect the technician will need for for those uh those work orders and uh and look it up to see if do i have that part in a nearby warehouse reserve those parts so that once the work is once the the plane is back to the airfield and the work is ready to start uh you can ensure that you have the right parts you have the right people to to do that to do the job and and also you can associate slas um depending on the the priority depending on the urgency of each one of those uh those jobs so if it's a critical issue or a critical asset that needs to be repaired right away and needs to be placed back in service as soon as possible you can have higher slas that require same same same day service or immediate service and that can help you manage and prioritize all the different work requests that you receive also as part of the our application we have a built-in a number of built-in reports and dashboards that you can leverage so this here i'm just showing you a sample dashboard that can help you monitor trends on on the number of the work orders that that are open or how long it takes to resolve resolve work orders uh and all of those uh metrics uh kpis are are configurable so we provide a few hundred kpis and reports and dashboards out of the board out of the other box you can create your own or or modify those existing metrics and reports as needed and this gives you a real-time view into into what's going on look at the long-term trends to see if the the number of requests if they're growing up and help you identify issues within specific areas or specific groups you can drill down into each one of those reports and see exactly the issues that are there are linked to each one of those uh those metrics those trends and help you identify uh the root cause for those issues and as part of the the asset management part management support you can also keep track of all the different models that you have all the different asset types that you have uh keep track of um their entire life cycle all the way from from procurement through the the disposal of that asset so you can track all the the assets that are uh near the end of life uh consumable items that may only have limited um lifespan that you may need to replace and keep track of all of those those different items and components uh within this dashboard we can integrate with external systems uh we understand that a lot of times some of this information would be on a another erp system or on a different system which which is the assessment record for this information so we can get data from those applications from those systems and display it in one place also you can look at different procurement items so if you can monitor inventory levels and inventory levels or certain parts components start running low you can automate the the procurement process and create automatically create those uh orders or requisitions to to request uh replacement parts uh replacement items uh for for specific warehouses and as as your asset nears their the end of life you can tag them for for a disposal so you can if once you replace one of those sensors or an engine or or do uh some maintenance on an asset and and you need to send some some of those items back to dla or or or follow a certain disposal procedure you can tag those items as ready for disposal and keep track of all the the process to make sure that none of those items are lost or or your always will know what happened and where any of those those items are and now i'm going to switch to the view here that shows you from so once the the issue gets created and the work order uh gets assigned uh to to a user uh your supervisor or or a dispatch manager has the ability to actually to view a list of all their their technicians uh workers uh on a graphical interface and the list of uh the work orders the the tasks that they need to complete on this uh mapping interface as well i understand the scenario that we picked today with that with the aircraft they're probably not gonna have to travel uh they're gonna be doing the work in the same location but if you have different uh fleets that you need to manage maybe um trucks or other assets that are in different locations uh you can use this so to to monitor to manage the those technicians as well as the the team supervisor uh she can lisa can see a list of all the the work orders that that has been assigned to their team uh a list of like what status they are and priority and look at the one uh how much work each one of their her team members has has allocated the work orders can be assigned based on on skill set and agent availability so you can define different types of skills different types of um levels of that your agents uh can support so if you have only a couple of team members that are familiar with with flight sensors or have been trained in flight sensors uh you can manage all of those uh skills and link them to different workers in your team so that if a request if a work order comes in it's going to be as associated assigned to one of those team members first so you can give priority to people who are experiencing in those maintenance tasks so that they can complete the job correctly and and and on time and then also the team manager has can can look at their their team calendar see what tasks have been assigned to their technicians see what they're working on and have a real-time view of who's who's busy who has uh too many tasks too much work going on and you can can reassign move around those those tasks and switch to this dispatch view here so so this is another view that allows a team manager to to see every task that that's pending uh and and what their team has already uh been allocated on their schedule so here uh i can click on any of one of those tasks and remember this year i'm looking at some of the exceptions right i mean ideally most of those tasks are going to be automatically assigned automatically uh sent to one of those technicians without any manual intervention so the theme the theme supervisor can can focus on the things that for for some reason couldn't be automatically assigned to to a user so this one here we have a task that came in i once i selected this task it's going to tell me which technicians uh how far away they are from this task and which ones of them have matching uh skill sets that are able to complete this task so if i looking for someone to install this inertial guidance guidance system i can see that that elisa had has some has availability and she's uh she has the right skill sets i can just drag and drop that task and associate it with her so this allows me to quickly manually uh override uh any of the the previous uh assignments and and send the tasks to users who have availability or if some urgent task comes up to the last minute and i can always move things around and make sure i find someone on my team who's capable of doing that job so now i was gonna we're gonna switch over to brian who's gonna show so now that the task has been assigned it's going to show from the technicians uh perspective how the individual technician can can actually look up the task and complete the work great thanks edwardo so you should be able to see my mobile device on your screen yep looks good perfect okay so as edwardo said i'm going to take on the role of the technician out in the field my name is brian philbin i'm a field service specialist here at servicenow i'm going to be simulating a field service technician working on replacing that altitude sensor that had failed so i have a number of different things i can do on my mobile app the first thing i want to do is i want to look at today's schedule and for the 19th the only job i have is to replace this failed altimeter now i'm doing this on an android smartphone that is actually tethered to my laptop you could just as easily do this on an android tablet or an ipad if you needed the additional real estate maybe you needed to display schematics or some kind of detailed instructions and a larger form factor would probably be better for that so it just depends on what you want to use it for if you can make the application work well on a small form factor device it's a lot easier to make it work better on a large form factor device so i'm going to go ahead and click on this job and the job's going to give me some details of what what i'm supposed to do so i'm going to have to replace this failed altimeter there's information about the address of where i'm going to go what the description of the problem is or the work that i'm going to do built into the application is a state model that says hey we're going to send this to the technician we're going to give them the option to accept it or reject it if you don't allow your technicians to accept or reject work it's as simple as unchecking a box and they would not even see this step in the process so one of the things the team has been talking about is this system is easily configurable for your specific requirements so if i wanted to drill into additional detail about the address maybe i have to drive there because i'm off site i can click on the map and this shows us the ability to use device side integration so things like bringing up the native map on the application i'm actually just outside of spokane washington so i was probably not the right device to give this job to to travel 15 hours to do the job there might be somebody that's located closer but if i'd never been there and i need instructions i've got that capability built into the application so i'm going to go ahead and accept this job and one other thing if i had rejected the job you're going to have to select a reject reason and in this case you know i'm too lazy is not an option it's going to be something that you know like i'm either over booked i don't have the skills so that when it gets back to the dispatchers eduardo said and it comes back as an exception the except the the dispatcher has information about well why did brian reject this job i don't want to just give it back to him i want to find somebody else that can do the job as i said earlier i can start travel so i'm going to go ahead and hit the start travel button and it's going to start a travel timer if you don't have travel if this job is indicated that i'm on site already start travel wouldn't even be an option one of the things i can do is drill into the parent object in this case the work order i can look at the activity stream of what's happened so far if there were notes if this had been passed back and forth between a sensor or to a supervisor to another supervisor etc i'd have total visibility into that and i can also look at the related links so as eduardo said earlier i have information about what's associated with this work order task so i can look at the fact that i'm first need to replace that altimeter then i need to dispose of the failed sensor properly so once i've replaced it they can go ahead and dispatch that to me and then we have service level agreements that allow us to to track are we in compliance with delivering the service that we need to so once i get on site i'm going to go ahead and hit start work and now i've got the ability to document what i'm doing now i've replaced the altimeter because it's just as simple as removing four screws sliding it out unplugging it plugging in another one replacing the four screws it's been a little while since i've actually calibrated an altimeter so i want to be able to go here to the knowledge content articles and say you know gosh i'd really like to see this avionics sensor calibration instruction so we have the ability to pull in knowledge content from existing systems of record we have the ability to house that data in our system of record the ability to map this in so that it's putting the technician as chad said earlier on the path for greatest possibility for success so i can review the instructions on how this works i can grade it as to whether it was helpful or not and then that would give me information about the the process of recalibrating it one more thing that i can also do is i can require a technician to fill out a questionnaire so let's say when i got on site or walked up to the aircraft i wanted my technician to fill out a pre-work safety inspection so this can either be an option for them or it can be forced in front of their face as soon as they take an action in the application and these questionnaires can be used for guidance instruction sets or they can be used just to collect general data so in this case i want to know are there any observable hazards when you go in to do the job now if i pick electrical hazard when i go ahead and hit next it's going to say hey take a photo of this it may have asked me to add additional comments whatever it happens to be if i didn't take that and i just had no issues found i'm going to go ahead and get a different set of questions so this allows you to set up that branching logic to be able to walk through the process and you know do a whole bunch of if then else kind of processes so that as a technician is going through their job you're guiding them down the path of what the next answer should be again if i say that you know i can't proceed with my work well we want to know what was the problem so in this case i've taken all the the information and i've completed the survey so now i can go back to my job and i can do the rest of the work so i'm going to indicate that i use some parts and as you saw when eduardo set it up there were two parts that are required 25 amp blade fuse i'm going to say i went ahead and used one of those and then i also replaced the altitude sensor or the altimeter so i'm going to scroll through here now one of the advantages is if i had a barcode label on the package i'd be able to find this item pretty quickly and be able to just barcode scan it using the barcode which helps with data accuracy and it helps make sure that we're tracking what the the the parts are that we're using but also makes it a better experience for your technician out in the field so now i've gone ahead and i've indicated the parts that i've used i'm going to go ahead and say that you know i'm done now one of the nice things about the integration to the device side is typing with the tips of my fingers or my thumbs is not really one of my skill sets but having the ability to integrate with the device to be able to use speech to text to capture those notes makes it a lot easier for the technician again a better technician experience and you tend to collect better information if it's easier for the tech to to give you that information so replaced altimeter and now i'm done so now those notes are completed they've been added to this job i'm pretty much done with everything that i need to do i can now go back to my work order view and it's indicated that there are new updates and let's say that i've done this repair and we want somebody to sign off maybe it's the flight supervisor or the the the uh supervisor of the the maintenance group so i have the ability to go into the parent object and now say i'm gonna go get a signature from fred who's the person that i'm supposed to make contact with when i'm done now this screen is blank it could have any text on it you want including the summary of the job it could have instruction text that of why we're collecting a signature much like the ups person you hand them the device they sign on the screen and they hit done and then once this job is done i have the bill the ability to look at some related information and one of the related pieces of information is information about the work order so we're going to generate a pdf that we're going to electronically deliver to whoever the contact person is or wherever this needs to go maybe it's a maintenance supervisor flight line supervisor whoever it is and it can be multiple targets this is a generic example of the pdf that we would send out but yours can be completely tailored to anything you want it to say so this is the where we replace paper forms with the ability to generate that output and we collected as a technician i collected very little of this data just the parts and the signature but all the other information about the asset the location the date and time all that other stuff gets pasted in so to the point that chad was raising earlier about we're digitizing the process of collecting the data as time and motion data as i'm going through my job i'm collecting this data now we can populate multiple locations with this data multiple forms so it makes it a little bit easier for your technicians to just do their job and then you prompt them for the data that you need to collect and as i mentioned we use the the form mainly as an output device right it's a record of the data that we've collected so makes it again a much pleasant more pleasant user experience for the technician now i'm pretty much done with this job i'm going to go back to my queue and i'm going to go work on the next job in my queue so that kind of gives you an idea of what a standard workflow now i don't work on aircraft for a living so we've kind of put together a generic flow of what you could do and again this is completely configurable to whatever your process is what steps you want to enforce with your technicians in the field the one thing i would like to show you is a little video that i put together about the the augmented reality capability so we have a lot of technicians that are out in the field you know some of us older guys are starting to retire and we're losing some of that tribal knowledge so a lot of times it can get out in the field and they may be in over their head so the example that we gave was a technician that's out in the field doing repair on an a-10 aircraft that was hit with triple-a and small arms fire so they've got this aircraft it made it back to the hangar because it's literally a flying tank and now they're they're looking at the damage to the aircraft and they're not a hundred percent sure where they should even start because this is something that's new to them it's their first time in theater so i didn't have access to an actual a-10 but i did have access to photographs of an a-10 so i'll apologize for the quality of the video but what he's done is requested a tech support technician to be able to assist him so the tech support technician has a line item in their queue they're going to fire it up and say i'm going to start an augmented reality in interaction with this tech i can select from existing contacts or i can literally just select from point and click now we're going to send an sms to that text device out in the field so the device on the side left is the remote support person device on the right is a field tech now we're going to set up this connection and these are just using the phones the smartphones that they have in their hands so there's no additional equipment required now i'm looking at the damage and i'm talking to the tech over this interaction session i said look i'm a little concerned about that that part of the rear horizontal stabilizer that looks like it took a lot more damage than the fuselage can you zoom in on this i've got the ability to annotate on the screen and the technician can now see what i'm telling them to look at and now i say look i really want to look at that upper hydraulic line because i'm not really sure again it's kind of a grading photograph i'm really concerned about this indirect damage i think that's where you should start with your repair replace that line first because once that line's under pressure it could fail while the aircraft's out on mission so this gives us the ability to to do a lot of external support where you can take advantage of your existing subject matter experts that are in you know the back office they're in the training organization wherever it happens to be to support those technicians out in the field and the use cases could be just about anything the nice thing is there's no additional hardware that's required if you've got the app running on an ipad an android tablet or an iphone or android phone we just use the camera that's on that device so that pretty much concludes the portion my portion i'm going to go ahead and hand it back to kevin ryan thank you so much for that eloquent demonstration of augmented reality and of the mobile devices i'm going to grab the screen and share nope i think you need to stop sharing all right so brooke how do i request control and share my screen on this there we go share my screen oops one moment while i share the other monitor excellent so in review the nice thing about this slide is it's really a a good summary of what we just walked through with chade and brian and eduardo we've actually seen the ability to view all of the assets on a map from a spatial perspective brian also showed the geospatial integration with the devices that can be used for the mobile component for the technicians you can also connect all of the internet of things devices so that they automatically trigger workflows like eduardo talked about for that flight sensor that kicked off workflow i like the fact that brian and eduardo showed that the integration of mobile devices i know from speaking last week with a field auxiliary artillery officer one of the challenges that a lot of our dod customers have is the lack of mobile mobile functionality so these tools that we're introducing and talking about today are available out of the box and they include the mobile functionality for those customers that wish to use that component or that flexible interface and device size the ability also to orchestrate all of the resources and the customers and the technicians like brian showed you on that demo and as chad walked through those prescriptive workflows and creating those checklists that technicians or inspectors need to go through the steps to make to ensure um accuracy for the parts for mission readiness really is a nice component of the solution eduardo talked about the out of the box reports i think there's hundreds of them available and they're absolutely flexible for customers to build on top of what we make available out of the box and then finally taking that data and capturing that data modernizing the forms either the pdf forms the paper forms or the spreadsheets that today are in use and allowing users to enter data through a pane of glass and having that data go correct directly in without needing to explain how to use the form and what information is required that's essentially the servicenow mr mro solution that we walked through in the last hour so i appreciate your time at this point i want to swing it back over to brooke who will open up the floor for questions or if there are any in the chat book uh take it away awesome thank you so much kevin there are a few um and we'll go ahead and use up the last bit of our time here so i'll go with the first question can this integrate with our sap erp that we have in use today and i think we've got eduardo do you want to yes and i can i can take this question uh yeah absolutely uh yeah we can integrate with uh we have a number of pre-built connectors to to dozens of different apps including sap that you can um leverage to to build connections to either pull data or export data to sap or or any other system application that you have with the rest or web services api wonderful thank you and we're putting up a closing slide as well and in the meantime we do have another question um does this solution integrate with our existing technology investments kind of similar to the one above but go ahead yeah and i i i can take this one as well uh yeah yeah it's a similar similar answer uh yes uh we we don't expect we're going to be able to replace every single one of your your applications you understand you have already have large investments in erp and some other databases that that you want to continue to use so our solution uh intense work has a we call it a system of action so we can connect all those different applications uh automate as many tasks as possible but you still may use some of those existing applications as a system record and say send data back and forth into those applications great thank you so much and we have another question coming in for one of our customers jen is this solution cac enabled yes again yeah we can uh we can support cac integration we've done that with a number of dld customers we can configure the solution to have a single sign-on which includes technology as well thanks perfect we'll go ahead and have this as our last question for the day can you streamline operations even more by leveraging barcode scanners i'll take that one eduardo absolutely you can use barcode for a whole bunch of different things including the ability to make sure they're they're working on the right asset if they go into a building and they've got to work on something and there's nine of them making sure that they're used at standing in front of the right asset so yeah using barcode to increase data accuracy is a great way to improve the mro function awesome well thank you team i want to thank all of our participants as well as our speakers for being with us today you'll see on this slide here we do have an evaluation survey for you all to fill out it is that google doc form you may click there take you to a quick form just to let us know give a little feedback on today's session we also have our contact for mro workshops below for any future sessions as long as well as our speakers contact information if you guys want to reach out for a demonstration have any more questions you'd like to take offline we're absolutely here to support you all um anything else we can do for you feel free to reach out thank you so much everyone and i hope you have a fantastic rest of your day thanks brooke