welcome everyone to today's process optimization academy session focused on planning a process mining program so right up front i just want to say that the topics we are covering today are certainly not an absolute must-have to get started or to get value out of process optimization but we we simply wanted to start sharing some thoughts and ideas for those of you who are starting to think about scaling process mining within your organizations and putting it on a path to be part of your your regular continuum improvement activities but before we get to the content we have to get the academy housekeeping out of the way for our newcomers and those who have stumbled upon this recording that's out there so the purpose of these sessions are to help us all get better educated on service now is in-platform process mining capabilities we'll provide how-to's practical guidance and use cases product updates and as a group just exchange ideas and collaborate so we can all continue to get better so how these sessions will work we'll have a scheduled topic that we'll usually cover for the first 30 minutes or so and then we'll we'll open it up for questions on the chosen topic for that session then we'll we'll dive into questions that are above and beyond the topic that we covered sort of like an office hour session um so these sessions are being recorded and eventually posted on the community so there's a four out there already and finally feel free to post your questions in the q a section um we have switched this to a webinar mode this time so there is a q a section instead of just posting in chat um i finally got around to converting these um so but the other thing that i've been pointing out to some of you is that since we converted this i don't you're all on you or most of you on mutant i haven't been able to figure out how to unmute all of you so uh if you do have a question want to speak maybe put that in the chat and i can unmute you individually at the end there we can talk through it um today will likely be one of those days that i just kind of go through all the content um and then we we have questions at the end instead of back and forth during the content so and for today for situations or all days i guess when when we don't have answers for your questions immediately we'll follow up and post them to the process optimization community or maybe use them as a topic for a future session you'll see uh we've added a few uh common asks to the schedule for future sessions and a reminder if you have ideas for future sessions please put them in the chat and and post them to the community here's the slide that says anything i say and do here today can't be held against me in the court of law it's also the slide that says as part of these conversations if we make any forward-looking statements about what might be coming in future releases you should take them as such make no purchasing decisions based on them because things are always subject to change i'm sure you've read the fine print for those of you that are new my name is dan grady i'm one of the outbound product managers focused specifically on our in-platform process mining solution i've been in the servicenow ecosystem for about six years now uh prior to taking this role focused on process mining i spent the majority of my time focused on the other now intelligence solutions like performance analytics predictive intelligence and and the virtual agent uh here with me today i have my inbound counterpart on process mining sorry process optimization product management team your room you want to quickly introduce yourself since you're here sorry i didn't add your face to the slide i'll take that as your own is not going to introduce myself and we'll just keep moving along so what we'll do here today uh quick process mining refresher two minutes right uh for those that are new we'll do talk then we'll dive into the topic of planning a process mining program we'll get to your questions we'll talk a little bit about getting started some resources out there and then the future sessions that are that are coming up so for our newcomers process mining 101 so with everything we do there's a design and desired path in our minds for for how it should work and how it should play out i kind of had a thought in my head for how the switch to the webinar mode would work and it's not playing out the best way whether that's planning an event like these academy sessions or or business process and when you design things you design for efficiency as well as completeness to provide the best experience possible for everyone unfortunately what we design isn't always what ends up happening in reality now what in platform process mining or process optimization allows us to do is use the auto log data that is generated as records move through a given workflow on the servicenow platform to create a visual representation of what is actually happening within our processes and this new level of visibility is going to help us accelerate our ability to identify inefficiencies non-conforming process activities and improvement opportunities so process mining gives us the ability to answer process questions that we've had for a long time but have historically been very challenging for us to answer so where traditional analytics will allow us to answer a lot of the what questions about our process process mining helps us answer a lot of the whys so things like where is our process stuck where is the rework happening where are tickets ping-ponging between groups where aren't we conforming to the process that we've designed and all of these things they've been really hard for us to answer and act upon in the past and now that's available to us in a couple of clicks with process optimization we like to say process optimization is going to get you to the why behind all of your kpis that you have that was the quick two minute refresher now on to today's topic so as i mentioned at the beginning i don't want you to look at this topic and say oh great there's all this stuff that we need to do to get started with process optimization and be successful that's certainly not the case you can turn on process optimization and get to some actionable insights within minutes actually i think the person is here but just had a conversation this week with someone who said that they identified two potential virtual agent deflection opportunities within the first five minutes of looking at the results so real quick to get started and going you can get value out of the solution but what we're talking about today will be things to consider as you start to move maybe beyond a single process and start to think about making process mining part of your systematic approach to continual improvement because as winston churchill has said to improve is to change but to be perfect is to change often today we'll be talking about things to consider as we make process mining a a more regular recurring part of that continuum improvement journey on on the servicenow platform or that you might be taking on the servicenow platform if we look at the high-level steps involved in let's say operationalizing a process mining program some are going to be more repetitive than others for example the first one of establishing the program is hopefully something that we're just going to do once we'll then likely need to do some evangelism within the organization that so peop so that people are are aware of what process mining is and the value that it can provide what we're finding is that for many organizations process optimization is something that they see as powerful very powerful but it's it's a new muscle that that they're learning to flex right so you know gonna have to do some upfront evangelism but the evangelism is certainly not a one-time thing we put it up front here because you know that's you're going to need to do some upfront work but as you start to have successes and drive speed and productivity improvements based on the findings you're going to want to promote those successes to generate some excitement with other process owners in the organization this week i had a customer telling me a story about how someone from the hr team approached them based on a success story a process money success story they heard about something that happened and then with the change process they found some opportunities for the change process and that word spread and now hr folks are coming to the the person who ran that exercise now once we identify a process we need to onboard the relevant stakeholders get them trained to the right level for whatever their involvement in the process is going to be and then from there we move into the more repetitive part of the process kick off meetings with stakeholders configuring the models and analyzing reviewing the findings here at servicenow we we've been using a two-week sort of mining sprint cycle i would say on our processes um you know you're going to find what works best for you but you should have some sort of time frame around these like sprints once we identify the efficiencies we need to act on them and then monitor the impact so a one-time initial setup then some repeatable steps to keep the momentum going and we're going to dive deeper into these areas and share some ideas that's what we're going to do today so in terms of establishing the program this certainly is an exhaustive list but there these are definitely some key things to keep in mind uh first who's the executive sponsor for this type of activity we're really really lucky here at servicenow rsvp of analytics is a huge believer in process mining and has been championing championing i can't say the word today but championing that's the best i'm going to do the effort at servicenow so uh who is going to to own the program like help keep everyone aligned and reporting their findings on a regular basis you're going to want to set up some high level goals and success criteria to shoot for like initially maybe you know you're going to want the goals to align to strategic initiatives but as you start to kind of scale out just this process mining exercise initially we might want to just target three processes or maybe it's one it's really what works best for you you're going to want to shoot for maybe identifying at least two inefficiencies or improvement opportunities per process you'll want to set up some sprint timelines make them reasonable of course but it's important to put a stake in the ground from when you're going to have a read back of your findings to the executive stakeholders i think that's that's a really important piece is that kind of having that stake in the ground and saying hey we're going to take this seriously and have an executive read back of the findings use these you might want to use these things as a little guide for kind of that initial uh pilot internally and then you know which you'll learn what works for your organization and scale it up based on the results some other things to consider you've heard us say this before but process mine is a team sport or as jaroon likes to say it takes two to tango right so we're going to want to identify i'm i don't want to say a support team because it sounds like a major investment just we don't know some people that are going to be able to assist our process owners with with platform type things like getting the appropriate roles or what table is the data for the workflow stored in you may initially want to have someone available on a somewhat part-time basis who is more familiar with process analysis or process mining because like i said earlier it's a new muscle for most of us and especially for for some process owners out there and they may have a question or two about where to look for an insight or or kind of how to navigate through the process map to identify some inefficiencies obviously we want to make sure that those those folks on that kind of swat team or support team are trained up i mean then and didn't think a little bit about what your support model is going to be what we're finding for for most customers like a weekly or bi-weekly office hours is a good format that's working out for some of them so when you're thinking about how to kind of this is something i stumbled across i thought i'd share when you're thinking about how to prioritize processes to start with uh maybe you want to use a little scoring matrix so for each of the potential processes you're considering like a couple of things to kind of weigh or take into account first is what is the the volume and availability of data so for third-party process mining solution this carries a big impact right for for process optimization though as an in-platform solution all we really need to know is if there is an audit data available for the workflow which more than likely it is um and then is there relevant volume for the specific process you know let's say uh maybe for incidents we might want to have make sure we have a month's worth of data let's say but really as we've talked about on other sessions like the you could do this with five records if you wanted to it's what's relevant for the process that you're talking about all right so from a servicenow perspective with in-platform process money we're really not concerned with system connectivity or access or extraction or transformation of any of those you know any of those data headaches that you might have with a third party uh process mining solution um it's just not something we deal with on the platform second criteria might be the complexity of the process are we looking at a single table workflow or an interconnected process again not a big problem or not a big thing to have to deal with but it's certainly something you want to take into consideration and then from a use case perspective how well do the questions we're trying to answer line up to the pre-built finding definitions provided by servicenow like our out-of-the-box finding definitions we offer and then lastly from an organizational perspective how does the process tie back to our strategic goals as an organization again this is just a template or something that i came across that i figured i'd share to you know just to give you an idea of something you might want to do in your organization as you start to evaluate which processes you want to start mining as i mentioned earlier the evangelize piece is twofold there's the initial process mining 101 for the organization and then the ongoing communication of successes it's helpful to look around right as you start thinking about this look around your organization and understand what internal channels you have at your disposal to communicate and and what content will resonate best right maybe it's webinars maybe it's blogs again here servicenow we're lucky because our svp of analytics did a series of short recordings to generate the initial excitement around and process mining they even created this very enjoyable um logo for the for the program that i might not never let them forget about now if you're in need of some content for inspiration uh we we have a now on now white paper that details the 101 of process mining our approach and some initial findings from those process mining sprints that i mentioned are our early successes internally here at servicenow then we also have this big book of inefficiencies which has 75 common um process inefficiencies and non-conforming activities that are helpful for brainstorming and get as process owners getting your process owners thinking about the questions the solution might help them answer all right i mentioned it earlier really important part of a successful process mining exercise ensuring that the right stakeholders are involved so when you're just starting out identifying process owners that have shown interest and enthusiasm is always something to look for you want people that are passionate and curious about just improving their process on a regular basis we also often talk about that to tango uh concept a pairing between someone who knows the process and someone who is more comfortable doing the analysis now this could in fact be the the same person in your organization right ultimately what we need is people involved that check these three boxes familiar with the process um familiar with the supporting tables and fields so we can you know have the information we need to configure the model to answer the targeted questions that we have for this analysis that we're doing and lastly some comfort level exploring the workbench the the analyst workbench to identify opportunities in some cases this is multiple people in other cases it could be the same person but that's really that's really the key pieces we're gonna be able to have people involved that help us answer these three questions when we're getting started out for a given process um once we identify all the process and stakeholders you should have a kickoff meeting i always like to say try to make it fun competitive something exclusive something that people want to be a part of because this is a really fun exercise um and you get a lot of value at it at the end as we start to involve those more people or more stakeholders we're going to want to consider some form of onboarding process to make sure that all stakeholders have the correct level of knowledge for their specific role in the program so you may want to think about setting up persona based training right so uh have an executive track a process owner track an analyst track these aren't when we talk about trainings and tracks these don't have to be extensive they could just be five 10 15 30 minute videos that you post somewhere internally on a sharepoint site or in your knowledge base perhaps maybe you use the on-demand learning course um or maybe some of you use some these academy sessions like the earlier ones that we did around kind of configuring a model and analyzing the results they might be good resources for you to use as you kind of start to educate people internally now this might be taking it to the next level but many of our customers who are using servicenow's low code solution app engine studio to create a citizen development program they've set up a certification process where you have to show you completed let's say the now learning course or courses prior to getting access to the authoring environment i can envision customers setting up something similar someday with process optimization um say hey did you do these things cool we're now going to give you access which leads me to the the final check box here is making sure that all stakeholders that they're going to be involved have their necessary roles for their involvement now certainly don't think it's necessary to go through this this this eye chart but it'll be in the deck for reference and we'll post it on the community for those of you that are new um the the important thing is that we we do in the platform and with the solution have the necessary roles to segregate what your different stakeholders can do right you've got your process optimization admin and power users roles those folks have access to almost all the settings like overall process configurations and scheduling of models you've got your analyst roles for creating and sharing projects and and creating project level finding definitions or insight cards and then you get your viewer roles for those who just need to see and interact with with finished models okay once we've identified now that we've identified the process we've got our stakeholders trained up and they all got the appropriate access it's time to kick off a project right and this is really all about scoping the mining sprint right a couple of important call outs i'd say from this slide um first is to make sure that we have a date for the readout uh like i said earlier put that stake in the ground sometimes you can get lost in the analysis i mean these these maps are really and sometimes they can become addicting you can just keep digging and digging and digging inside of the data and keep finding new things we actually somebody said the other day i'm finding answers to questions that are generate just keep generating more questions for me to go look at so it's important to have that stake in the ground because having that readout date will help keep us focused on the one or two findings that we find initially and the inefficiencies and just getting things moving in terms of improving the process reiterating for for everyone involved in this this exercise that the kpis are metrics that are aligned to this process because that's what it's really all about right is kind of hey we want to improve these key metrics let us dig deeper and find the things that are help that we can improve upon to change the trend or move the trend or accelerate the trend in the right direction calling out any suspicions or anticipated findings um that's and identifying what questions you're trying to answer those are kind of the same thing but but going through this this dialogue helps you think about potential insight cards that you want might want to create um to set up beyond the out of the box ones that we provide from a servicenow perspective so for those of you that are watching this and saying what are these finding definitions and insight cards that it that that he keeps mentioning that they sound amazing right well you should check out the last academy session we did on finding definition insights card essentially there are ways that you can kind of the when you run a mining exercise it calls out common inefficiencies and findings based on the data that you set up so it's kind of really a jump start on the analytics on to target your efforts and a really important piece of the solution so if you haven't spent time reading about finding definitions or learning up on them recommend that session uh and again if the team needs some inspiration as part of this meeting for kind of what questions you're trying to answer that big book of common common inefficiencies is certainly a great resource for doing that now armed with that information you're now in the best position possible to configure your model uh your first model and run that mining exercise now not going to cover configuring a model today because we covered that in a prior academy course um i'll use this again as an opportunity to say one more time we've just covered a lot of material today um prior to this getting to this point of configuring the model in the process you can skip everything we just talked about and have a visualized process map of let's say your instant process mined and ready to explore in less than 10 minutes if you want you don't need to do all the stuff that we just talked about to start getting value or start playing around with process optimization really just wanted to share some of these thoughts today for those of you who are thinking about creating that more formal programmatic approach to process mining in your organizations after you've run the mining you can then start analyzing and reviewing your findings not going to spend time on this step today because for those that are interested we have another recorded academy session out there that covers all the different analytical capabilities and and how they help you identify inefficiencies and non-conforming activities inside of the data so check out that session as well if you haven't already now as these different mining sprints are in flight you're going to want to track where teams are are in their progress but most importantly we're going to want to track the improvements that are found and and when we're having that executive readout because that's probably where we're going to get the go-ahead to to act on the insights and actually improves the process and what you got on the screen here is just an example of maybe something you can just put together and throw together in a spreadsheet but of course we have applications on the servicenow platform to support the tracking of improvement opportunities in a more formal way right from process optimization we have pre-built integrations with automation center which is part of our automation engine offering and continual improvement management which is part of the different pro entitlements for itsm csm and hr now we've added a whole separate academy session to the to the schedule focused on continued improvement management and it's maybe in a couple weeks i think it's not next week but just the one after but at a high level the application helps you capture align prioritize and track improvement initiatives so as you're exploring a process map in the process optimization analyst workbench you can immediately create a new initiative or link to an existing initiative so your findings don't get lost in the shuffle and they get acted upon which is really what we're trying to do here is generate actions to improve processes now for a continual improvement record you can create all sorts of additional types of records that might align to you know whatever process that you're using maybe maybe we identify initiative and require some sort of change to take place you can create a change record right from process optimization maybe you identify a it's not a an automation but it's a change that you want to make from a human's behavior maybe you create a coaching opportunity and coaching application you can create a demand record if you're using our service our ppm solution app maybe you create a knowledge base article so you can create a record for something to be an article to be created so it just acts as a hub for all your improvement initiatives and kind of allows you to farm out the work and track the work now we also have a pre-built integration with automation center which is a newer offering but automation center is meant to give you that complete visibility into all of your automation activities and the value they're providing um so what you see here or where we where our integration fits in is um you're going to be going through a map you see something hey we can solve that with automation again back to that virtual agent conversation opportunity you may want to create an idea write an automation center and you can do that from the process optimization analyst workbench well we'll cover automation center in that continual improvement management session in a few weeks as well finally or i shouldn't say finally second to last um we've identified the inefficiencies we've captured the opportunities uh we we now have to act and make the change create the virtual agent conversation write the knowledge article coach the employee create the rpa bot remove that uh unnecessary second approval loop that's looping or whatever it may be we need to actually improve um so we do that step where we actually improve um and then we're gonna monitor monitor the impact right we can either do that through performance analytics kpis on a dashboard or in the process optimization workspace or maybe through the continual improvement management dashboard which shows us the progress of those improvement initiatives that we created or if you're really really thorough you could do it in both places and then the other opportunity this is kind of might be newer to some of you um especially those who are seeing process optimization for the first time but the other opportunity you have to track is by scheduling your model and then using model versions to compare how the changes you've made have impacted the process in reality so by default um you're allowed to store the cat we capture and you're allowed to store the last five versions of a model so you can bring up older versions and then do a side-by-side comparison my screenshot makes it look like they're all from the same day but i think you get the idea right maybe you create a model awesome and then you schedule it to run again in two weeks and you come back so you know if you if you you want to i have one organization that does bi-weekly process reviews so they have this on the scene they can set up a schedule run the mining and then come back every two weeks and see if any of the changes that they've made have actually impacted the process or if the processes have shifted in any way shape or form from a volume or velocity perspective within the individual hops or the process itself it's just something to keep in mind you do have the ability to schedule these things and and compare all right i know that was a lot and i can't say this enough today these were simply meant to give you some ideas as you start to think about using process optimization as a more integral part of your regular process reviews and continue improvement programs that again don't need to do all these things to get started i know many of you out there are already mining some things and you're finding insights and you're acting upon them but wanted to get this content out there for those of you that are kind of thinking about the next step with that i'll pause i'm gonna check for the chat and q a for questions um and see if there's anything out there um any questions if you've got questions about any of the content or anything that we covered today if you can put them in the q a in the chat and i'll i'll do my best to address them and if you need me to take you off mute i'm going to try to figure out how to do that if you want to ask your your question in without typing it in there just let me know via the chat that you have a question that you want to ask anyone i'm gonna say going one's going twice going three times but i'm going to say that slowly because i know you have to type your questions yeah i have a question done okay go there you are your room i asked you to introduce yourself but then i i saw on via teams that you you were having some connection issues yes go for it my name is jeroen and uh the other question so you had the first print right so you did your initial setup uh you have your first print of two weeks uh what would be the roughly the scope of the of the let's say so we have in in a sprint right you have an analyst and a let's say a process owner they form a couple let's say to analyze instant management what is roughly the scope of the first sprint yeah i mean how much can i put in is it 10 processors is that something yeah so actually but those so the the sprint might be for an individual process right um now we talked about i don't know if you were having connection issues but we talked about kind of for your your initial you know you might target two or three processes you might target five it really is from an organizational perspective uh what works best for you um but the the each of the processes might have their own two week window let's say right you might incident you might say hey let's let's let's take this and we'll run one for incident this and then uh change might be different they could be staggered it doesn't all have to all the processes don't have to be at the same time um we've seen kind of some run at the same time some run runs staggered i know you've been involved in some of those as well so if you have if there's things that you've seen that are a little bit different than that that you wanted to bring up feel free right not to answer the question now that things yeah sure i see uh oh all right so quentin is asking when comparing two different model versions is there a way to compare a single finding card across those two models a fantastic question um and today the answer to that question is i do not believe that's possible your roon just uh confirmed for me that that's not something that we can do today well not not in the compare i should say possible yes quentin but not in the comparison mode does that make sense your room please just chime in if i'm saying that i'm mistaking that no no that's correct yeah so uh not you're not gonna be able to do it in that comparison though but it's a super great idea that we should add to the the uh the roadmap of things to do i love that idea again i if you were on the last session that i know you were quentin um i'm i'm a huge believer in the power of those finding cards um and and the more we can use what they're capturing um uh in our analysis and kind of just our improvement initiatives is a big that is the better for the better so that's a really great idea can't do it today but it's it's a great idea all right next one compared to many productivities and other process money shows so well the animations are always amazing my question is technical does process mining yet support more than one dimension i know research yes um so uh john i would i would uh say take a look at the um the tokyo improvements that we've made um and there's a prior academy session that focuses on them but in tokyo we've added the ability to do multi-dimensional mining and so you can start getting that end and view of interconnected processes um and slicing and dicing those so uh so i don't know if that's directly answering your question but we we do have the ability to start visualizing uh interconnected uh processes and kind of looking at the connections like hey when did an internet create a when was a change process kicked off from here or created or the the best example or not best example but one of the more popular examples um and one of the focus areas for us from a servicenow perspective is hr onboarding obviously and life cycle events in general um where you you know that onboarding process is gonna involve a bunch of interconnected processes and tasks going out throughout the entire organization to get that employee on board as quickly as possible being able to visualize that end-to-end process of onboarding and seeing where there might be improvements to get that every day you can save and get that employee on board and faster is more value to the organization so um certainly uh if you go out to the forum there's a bunch of content out there around multi-dimensional mining and interconnected processes that we've added um in the tokyo release and there's actually a recorded session that talks about one the the end result but also the configuration and how to set them up right then then one thing that maybe is uh with the multi-dimensional mining we also support that in tokyo with finding rules so for example with the mdm footer onboarding use case is you can ask questions how many of which onboarding cases uh you know got delayed because for example uh as an associated table like it fulfillment you know took longer than x amount of time so you basically can start correlating what happens in the secondary table that cause an effect on the on your primary one so that's a very powerful one and that also can be done in tokyo with the rule finders on project level so today they are still on process levels so you define a rule on the process and if you create a finding definition of process it will be inherited but with mdm uh in tokyo you can start leverage it on the project level so per project awesome it's uh for those of you that have kind of seen the prior versions of process optimization there's some big leaps in the tokyo release thanks to this multi-dimensional mining so check out that session um there any other questions comments thoughts or feedback things we want to talk about all right so for those of you that are new and you're saying well this sounds amazing what do we do next um we always like to recommend that if you've not done it already go out and to the now learning site and take that process optimization essentials course and then you do have the right and the ability to activate process optimization on your subprimes instance uh subprime instances and and try it out against a limited set of set of records so go activate the plug-in process optimization you can find it from your instance or in the store um and then you're also going to want to active activate one of the content packs or multiple content packs um so these are where some of the are out of the box pre-built finding cards for processes exist i've got the itsm one listed here which has some content for incident problem change and request but there's also customer service content packs and hr service content packs out there as well and i think financial services operations also has its own content pack that you can activate if you're one of those customers other resources that um are available to you i mentioned the on-demand training already as part of the session i actually talked about the now on now white paper uh that goes through our journey with process optimization here at servicenow really good for innovate uh inspiration you've got a forbes article that we just released that talks about the transformative power of process mining on employee experience this is written by that svp of analytics vijay kotu that i mentioned a few times we do have a community forum i imagine most of you that are on this call found this session via the community forum but if you didn't there's a specific process optimization community forum that you can go to post questions we monitor that you ruined myself and other members of the team we monitor that we usually we do our best to respond within than a couple of hours if not a day to any questions that you post up there um and you'll find a ton of uh great content out there in terms of recorded demos these former academy sessions or prior academy sessions i should say lots and lots of content on that forum page this past knowledge there was three sessions one delivered by myself one delivered by a colleague and another delivered by vijay so they're all recorded you can get to them from the community forum as well and then we also have a live on now session that's been posted getting started with servicenow's in platform process mine so it walks through um kind of the process of setting up your first model so that's a good resource if you're just getting started last um last chance last chance for romance or questions going once going twice all righty here we go just the upcoming schedule we made some tweaks based on some of the things that were coming in from customers and some of the questions that we saw on the community site so um next week uh we're gonna have not me speaking we'll have guests um that's covering kind of the integration between workforce optimization and process optimization so um two of these two solutions that they both come with the the enterprise level skus um so you might want to check that out if you're an enterprise customer or thinking moving to enterprise because there is a linkage between the two uh then we're gonna have a session specifically focused on continuing improvement management in the ordination center many of you have have kind of indicated that or many customers have indicated that they really want to understand continuum improvement management better because it is a big part of their improvement initiatives or could play a big role in their improvement control improvement programs so we want to make sure we get that covered um then we're going to spend the following week some time on kind of working with process optimization and sla data so i know some of you on this call have kind of asked questions we've had separate sessions to talk about that we figured we just do a whole session just on that topic we'll talk about process optimization in the request process which is also a hot area um and then uh down the road a bit um for for the for the person who was asking about kind of the multi-dimensional money we're going to have a specific session just on interpreting the interconnected process maps for those multi-dimensional scenarios because they can get involved and kind of how you navigate and find insights in the map itself um you know it's something that uh i don't want to say it's a specific skill but it certainly could could use with some coaching or you can get benefit from some coaching all right so this is the process optimization academy you're probably aware but if you're not there's other academy sessions out there if you go to the community youtube channel you can find all these different academies session recordings out there but there's other ways to get uh additional value from servicenow or learn up on your own in addition to this session that we're covering here that's it from a content perspective today any last minute questions comments thoughts from anyone no problem quentin i'm happy to do it um anybody else last questions if not um we'll see you in two weeks or maybe we'll see on the community please use that community site to post questions or you know you can always find me on twitter linkedin or through the community i'd love to have conversations with you about what you're doing with process optimization and figure out if there's anything we can help do to accelerate the process for you all right thanks everyone for your time see you in a couple of weeks