hey this is Troy from now with Troy with another workflow Wednesday uh didn't do it live this morning it's just doing a recording but one of the things that I wanted to talk about is a quote that that's come to mind and maybe you know maybe you've heard it likely you've heard it or else I'm just showing my age dating myself what get managed gets done or really if I go back to the original from Peter Drucker what gets measured gets managed and the key is you know so oftentimes that quote is used to justify we need more kpis I have to have this data and drive it um and and it misses the mark and and where I think that comes from is if if you've not heard of or been exposed to Peter Drucker he is often pointed back it's starting the whole field of Consulting and one of the things that if you start you know kind of digesting more and more things that came out of the brilliant mind of Peter Drucker is really his uh broad inquisitiveness he was very very curious and and he helped his clients really ask those key questions one of the things that he's attributed to is helping organizations stay you know who are your customers what business are you in if you weren't in that business today would you go into it now if not why not that sometimes just because we're in a business today doesn't mean we should be in it tomorrow and because we're not in one today maybe we should be tomorrow it's asking those very inquisitive questions drawing back to what should be measured and that's what really drove you know that inquisitive that thinking that creative thinking of what problem are we solving in the world and you know how do we do it better and so having a solid why right Simon snack we have YY start with Y um could often be tracked back to to druckers focus on you know what is the business that we're in what should we be doing how should we be improving it and looking at that to generate those key performance indicators those kpis that we want to track now as part of servicenow you can see over my shoulder the world works with servicenow service now is and has been since its Inception when Fred lety created the Glide system is really a platform that's flexible that can adapt that can be extended with this relational database underneath it with high security and high speed and scalability and all of that but as really a platform that can be the trusted system for Action right who needs to take this piece of work and move it to the next step who needs to be involved in reviewing and approving or rejecting work in the system those two capabilities really create the system of action that is serviced now and where that fits with you know you go back to Drucker of what gets measured gets managed and what gets measured gets done helps us really look at what is the business that we're in how are our customers interacting with us in this new digitized world and what kind of support do they want from a customer side and then inside what are the different processes that you know perhaps right now they're lost in an email chain I email this shared inbox and things happen but often they don't servicenow can become that system of record or system of action for that work and for those approvals once those are in we can also start looking at process Improvement we look at where things are taking more time we can also look at you know other Enterprise bi tools and say what information do we have what things do we say are critical to serving our customers critical to serving our employees and how do we improve them with servicenow there are lots of ways to improve that capability but also with a product that we call impact give us ability to look at those key business objectives what are the key things to help drive your organization through this economic climate that we're in through this digital transformation we've seen where how business to businesses interact how consumers to business interact has changed significantly service now gives us a platform to transform that with impact we have an impact squad for people that are looking at your key business objectives together helping you understand how servicenow as that control tower for the Enterprise can help Drive improvements you know that transformation really looking at the system of action inside of service now and then how can we measure it what are those things that we should measure so they can get done as Drucker said if you're going to dig into the this is thinking behind that quote he doesn't want more plans doesn't recommend more road maps they're key but what Drucker would say is instead of planning do as we think and ask those questions we put those business objectives together what are the next steps if we stick with impact if we jump in and say what are the next actions that our team is going to be taking where are they at how do we collaborate on it and how do we track the results so that as we do these different steps are they having an impact on those things we said we're going to measure that's a key part of impact but it also leverages some base fundamental fundamental capabilities of a servicenow looking at tasks and approvals but also continuous Improvement that as we find ways that we can transform yes the itsm processes or you know the employee experiences does he work with HR and all the workflows that go with it through different transaction transitions in life or if on the customer side there's so many different processes that servicenow is helping our organizations improve with that mindset from Drucker asks those inquisitive questions just because we did a process yesterday should we be doing it today if we're doing it today is that the best way to do it is it most efficient for those that are receiving the service or is it also the most efficient way to deliver that service with machine learning and artificial intelligence there's so many ways that I put it we can respond without fingers on the keyboard looking at driving that continuous Improvement is a way to keep up with that technology Gap that we're seeing Innovation is happening in change is accelerating when people say change is constant I always push back and say that's just not true change is accelerating and with change accelerating all around us any way that we can find technology that can help you know minimize that gap between where we're at and where all this Innovation is driving the transformation ahead of us that's important and servicenow can be a key enabler to that if you want to hear more I'm easy to find on LinkedIn or other places reach out love talking about it the whole idea behind now with Troy is talking about what's happening right now in the business world digital transformation supply chain pressures from hackers and everything else love talking about that reach out if you want to chat but I also like talking about servicenow and what's happening on the now platform and so now with Troy talks about those two things I hope you enjoy these comment subscribe on YouTube and let me know if there's additional topics that you'd like to talk about but I look forward to talking with you connecting you with people inside of servicenow that can help you think through how servers now can help with your digital transformation and identifying as Drucker would say what gets measured gets managed because what gets measured gets done and let's see that action taking place thanks so much have a great week bye