all right welcome everyone to today's process optimization Academy session focused on process optimization's pre-built connections with both continual Improvement management and automation Center so as we discussed in our last session that covered the connection with Workforce optimization one of the biggest advantages you get by taking an in-platform approach to process money and really any an in-platform approach to most things is the the connections with the value add Solutions on the platform to create a more complete experience so when it comes to process mining we're talking about creating a more efficient closed loop continual Improvement experience uh but before we get the continual Improvement and automation Center we have to get the academy Logistics and housekeepings out of the way for our newcomers and for those of you that uh there's more and more of you that are stumbling on on these recordings for the for the first time and this is your first exposure to to these sessions so the purpose of these sessions are to help us all get better educated on servicenows and platform process mining capabilities uh we'll provide how to's practical guidance use cases product updates and really this is just a place for as a group we can come together and exchange ideas and collaborate so we all continue to get better how the sessions work we'll have a scheduled topic that we'll usually cover for the first 30 40 minutes or so and then we'll open it up for questions on that topic and then after that we'll open up or just general questions above and beyond the topic of the day kind of a sort of an office hours approach um as I mentioned before we started the recording these sessions will be recorded and eventually posted on the community site so consider yourself worn um and then finally feel free to post your questions in the Q a section um I'll try to get to them as during the session but usually we get to those after we we stop presenting the content and then uh for situations where we don't have answers for your question immediately we'll do our best to follow up and post them on the process optimization community um or maybe we'll use them as a future topic so that actually the next couple of sessions coming up are based on some questions that have come in and a reminder if you have ideas for future sessions please put them in the chat and uh or post them to our process optimization Community page Community page has been updated just so you you know uh maybe many of you have may have seen it and now process optimization does have its own landing spot so you can get to it from the forums menu um you know this this is the slide that says anything we say and do here today can't be held against us in the court of law or me against 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 the future and when future releases you should take them as forward-looking statements make no decisions based on them because they're always subject to change and I'm sure you've all read the fine print at this point now today uh we have a special guest uh joining me to help us cover the the automation Center portion of the conversation uh Prasad do you want to take a minute to introduce yourself yeah sure hi everyone I'm Prasad velamuri I'm a senior principal product manager I'm part of the outbound product management team for automation engine perfect and for those that have not met before my name is Dan Grady I'm part of the product management team focused on our process optimization or in-platform process mining solution uh so the agenda for today we'll do as always a quick process mining refresher a little one-on-one and then we'll dive into continual Improvement management we'll then touch on automation Center both of those kind of a why and what um sessions kind of introduce you to those Concepts if you're new to them and then talk a little bit about the integration with the with or I shouldn't say integration remember I'm trying to say connections so they're all one platform the connection with process optimization we'll get to your questions for those that are new we'll talk about how you can get started with process optimization what other resources are out there and then we'll just wrap up with hey what's coming next in terms of these sessions so as always the the quick two two minute process mining 101 for our newcomers uh with everything we do there's a design and desired path in our minds for for how it should work and how things should play out whether that be uh planning events like these these Academy sessions or a business process and when you design things you design for efficiency as well as completeness to provide the best experience possible for everyone and unfortunately what we design isn't always what ends up happening in reality what in platform process mining or our process optimization solution allows us to do is use the audit log data that is generated as records and work move through a given workflow on the servicenow platform to create a visual representation of what is actually happening within our given processes and then this new level of visibility it's going to help us accelerate our ability to identify inefficiencies non-conformant process activities and ultimately just Improvement opportunities so process mining gives us the ability to answer process questions that just have historically been pretty challenging for a lot of customers to answer for themselves so where traditional analytics and all those dashboards that we've built are going to allow us to let to answer a lot of the the what questions about our processes like how many tickets have we closed and how long has it taken to close to close them process money helps us answer the whys so things like where is our process stuck and where is the rework happening where are tickets ping-ponging between different groups and where aren't we conforming to the process that we designed all of these things that have been pretty difficult to answer and act upon are now available in just a couple of clicks um so and if you if you want to see those couple of clicks go back and watch process optimization Academy session one we go through how quickly it is or the process of visualizing your your data it takes all of five minutes to kind of set up a visualized process map so the ability to answer all of these other questions what we like to say here at servicenow is that process optimization is going to get you to the why behind all of your your apis that are out there now an important piece is is kind of the closed loop approach and this is uh kind of why we're having this this session today or one of the focuses of this session today like when you look at optimizing processes with servicenow you can really break it down into four high level steps detect analyze improve and monitor and many of you are probably already using some of the platform's detection methods like notifications on maybe SLA breaches and performance analytics dashboards where you set targets and thresholds aligned to your organizational kpis right these are all the things the platform helps you to let you know that something's not going according to plan like something went bump in the night and then when that happens you need to move to the analyze stage which is where process optimization really dominates with things like visualized process Maps bottleneck root cause variation analysis as well as a a pre-built connection with a machine learning Solution on the platform called automation discovery now once you use process optimization to help you identify where and how to improve your processes you move to that improved stage which is what the platform is all all about whether it's automating decisions with the predictive intelligence like uh kind of how to triage and Route a ticket or improving a an intake experience with the virtual agent or maybe process optimization identified some manual steps as part of a process that you want to automate away with automation engine and our robotic process automation solution that we now have in the platform or maybe process optimization helps you identify just something from a human perspective it might not be an automation that you can just stop doing like I had a customer a couple weeks ago tell me that they they found that they had two levels of approval on somebody requesting printer toner do you really need two levels of approval on somebody requesting printer toner I think not and just by removing that second level approval they increase the the closure times of those types of requests so you've got your improved phase lots of stuff you can do on the platform for that and then finally this is a big piece we want to make sure that whatever changes we're making they get tracked right and then that we we start tracking whether they're working or not and the impact that they're making and this is where the the connections with Continuum Improvement management automation Center come in to help us close the loop too often you know we use analytical tools to find insights and things that we can improve upon we go tell somebody at lunch a friend that what we found and that's where the Insight dies these solutions that we're going to talk about here today help us make sure that we capture those those insights those findings those Improvement opportunities and make sure they get followed up on and then that the impact is communicated out to the organization all right let's uh dive into continual Improvement management and then we'll transition over to automation Center so continual Improvement management it's what it's there to do is help Drive service Excellence across the organization by providing a structured framework for kind of initiating and tracking all the improvements in a single register or or table on the platform it's going to allow us to align individual Improvement initiatives with business goals and overall business strategy and then through the workbench and dashboards it's going to help provide transparency for all the different stakeholders that are that are involved in kind of improvement initiatives so the data and visibility is going to help us make smarter decisions when it comes to prioritization and or initiative prioritization and it also helps us measure and communicate the value and impact of all the different Improvement initiatives that we're finding so I'll show you a couple of those screens in the demonstration now just so you're aware of the the continue Improvement applications available as part of itsm CSM HR Pro skus which means you'll have access to it with process optimization because you're going to be attaching process optimization to those skus or that's that's kind of how you're entitled to process optimization these days you have the ability to get it via our Enterprise offerings for itsm and CSM and then you have the ability to attach it to your itsm CSM HR and app engine entitlements at the as long as they're at the pro level or above so you can create Improvement initiatives from lots of different places so one of them obviously is directly within the continual Improvement application itself but you also have the ability to create these initiatives from incidence problems Services Under spms survey results ideas and demands from a project you can create these you can get to the the ability or you have the ability to create Improvement initiatives from their cmdb health dashboard or GRC audit review of course you have the ability to create them from performance analytics or or the benchmarks and then you know the focus of today's session is that ability to be able to create right from your analysis inside of process optimization and Improvement initiative to get it inside of the continual Improvement register now once these initiatives are created they move through that structured framework and process where they reviewed classified linked to organizational strategies and measurable goals and these linkages are important so you can when you get to the dashboard side of it right the effort and benefits for each initiative are set and then we use an awesome analytical capability on the platform uh called Spotlight if you're not familiar with Spotlight you should check it out right what that's going to allow us to do is score and rank the initiatives to help us prioritize them um then you've got phases and that you set up within an initiative if it's a more complex one tasks then get created and assigned to be completed as part of the Improvement initiative so we can track and monitor the progress um and then once the tasks are complete we review close and measure the success and value so just kind of real quick introduction to the the framework this isn't just like hey we put something in the table there's a whole workflow behind tracking and monitoring tracking and monitoring these Improvement initiatives and when we we talk about tracking and measuring success continual Improvement comes with a workbench that allows you to manage and monitor initiatives in a Sprint backlog type of fashion and then you have the dashboard which gives us availability into three aspects of our Improvement program the impact that these initiatives are making the engagement and the activity level so activity engagement are all about the the number of initiatives and the execution of the the initiatives and by who's initiating them and acting upon them and then the impact is going to be tied to the execution against those different strategies and objectives that you're linking and also the the kpis that are tied to them as well so to get to those impact metrics it's important that our objectives are defined properly and there are kpis associated that we can tie the the initiatives to for traffic tracking purposes so just I know everyone always liked to have some examples that they can go off of here's just a few a few samples of continual Improvement management um ideas and kpis that might be tied to them and then lastly I I wanted to share kind of one of the things that we're doing here at servicenow so here at servicenow we've tied um our process uh processes we kind of really focusing on the speed and productivity targets um for each of our our individual workflows those are where a lot of our kpis are tied to um and then what we do inside of our cxo dashboard the associated continuing Improvement management initiatives um their engagement and their activities they're all kind of bundled up inside of that cxo dashboard that's out there so the the process optimization project that we're we link to a process the most recent version is kind of available via dashboard so um all the stakeholders that are involved with a given process they're going to get a lens into a process from the kpis all the way down through the visual process maps that show the reality behind the kpi and the Improvement initiatives that are getting logged against the price process to keep those kpis moving in the right direction and so it's kind of what we've done here at servicenow is we've kind of built detect analyze and prove and monitor all into a single dashboard based approach that sits on the the cao's desktop so if you ever come in for an executive briefing meeting here at servicenow what you'll see is that well they'll actually walk you through the process that we take from our rcao dashboard the high level kpis that or actually our cxo dashboard and the high level kpis all the way down traversing it all the way down into a view that looks like this where you can see the individual processes the targets from a speed and productivity perspective the number of continual Improvement initiatives that are linked to it and then links directly to the visualize process mapping process optimization um so let's quickly take a look at how this might flow in my My Demo environment here I need to log back in of course happens to me all the time I talk too long and we'll just start at the the dashboard level right the the detect piece so come here to my favorites I've got my incident process owner dashboard so the process may start on a dashboard that looks something like this where I have all the key performance indicators that I'm interested from in this case on the incident process owner and maybe I see something trending in the wrong direction or my MTR is not performing as I'd like I'm able to go right from there drill down to the summary and insights page for the data or my incident data that we've mined as it relates to that process I get some more detailed kpis about that but as you heard about in in Prior sessions the real value here one of the real value-add parts of the solution are these Insight cards or finding definitions that kind of Bubble Up process inefficiencies and non-conformant activities um so I don't really you know I get a head start on my analysis and I can start looking at these and I see the one that jumps out to me right now that I want to focus on is hey of my incident data I've got about 40 percent that go to a waiting caller info and that could be an area that's impacting that mttr metric so let me just drill in and focus sin on the incidents that are going to a waiting caller info so high level kpi write to an insight and then down to the detailed process map for just the incidents that are moving through that path and I can see that path right here on the map if I wanted to focus in I could get some statistics about those incidents here where I can see that hey those 5800 incidents are taking 853 different reps to get the closure their average duration is two weeks under standard duration deviation is two weeks as well but then I can come over here and use my breakdowns on the left hand side to start seeing the data or these incidents in different lights the first thing that I'll focus on is my channels that they're coming in and I start looking at self-service email portal and I can see that while self-service might be my highest volume channel for these types of incidents that are going away to caller info email has an additional week of average duration so that's an area that I might want to focus in on so I'll just narrow it down to those that it came in via email and then if I come in here and want to do a little bit of category analysis I Can See For Those incidents that are going to wait until info coming in via email a large bulk of them are categorized as employee portals let me just focus in on those and then I want to dig deeper into this I can start digging into the records themselves again advantage of being in platforms I can always get to the detailed records and start using platform capability to do things like hey I like these detailed records but maybe I want to get a quick dashboard so I can launch into interactive analysis and start asking some follow-up questions of this detailed data that I found here interactive analysis single click gets you a dashboard as you've heard me talk about before information tends to be one of the most addictive and contagious things out there when you give people a little bit they're always going to have new questions this allows them to quickly be able to ask and answer some of those questions or I can come in here and I can say you know what I want to start looking and analyzing some of the unstructured data inside of those tickets using machine learning or cluster-based analysis and I can see that I've got a bunch of tickets that have within their short description and descriptions the term email and if I go into those tickets that have been closed and clustered together I see here that we have an issue with or people wanting to update their email address in their profile seems like something that you know we should have a catalog item for or a virtual agent conversation for something that we can drive more self-service and improve that intake experience so now that I've done my analysis I have the ability right here from the analyst workbench inside of process optimization to come over and create either an automation idea which Prasad is going to talk about in detail in a second so we'll as soon as I finish this so we can create automation ideas or I can create a continual Improvement initiative and I can see that this project has already been linked once for another piece of analysis uh that's an improvement initiative is in progress but maybe I want to create a new sim or link to an existing continue Improvement management initiative that's already out so let's just create a new one so you can see the process so I'll click on create new I'm going to be presented with the form to create my initiative and then that's going to start the review process so we'll just come in here and we'll give it a short description that says po um update email profile intake initiative and I'll call po Academy so it makes it easier to find it and then we'll say improved intake will help with ESAT scores and overall productivity great I'm sure you'll create much more poetic and detailed initiatives or short descriptions and business justifications you'll see here now that I've done that my process optimization project that we were just in has been linked to this initiative so as people start to review this initiative they can always go back and see the map that we were just on but if I come over here now that I've created this initiative and we go over to the continual Improvement management workbench you'll start to get a sense for all the initiatives that we have out there so you might have somebody that's inside of a continual Improvement Coe or center of excellence in the organization this might be something that they use on a regular basis to help them review and monitor all the different initial Improvement initiatives that are out there so I can see the ones that are work in progress I can see the ones that are currently under review and if I come over to this planning tab right I can start dragging around these ones that are work in progress or start looking at my backlog and if I come down here to my backlog we'll find the one that we just created and I can open that up and I can start the the review process as I mentioned earlier there's a workflow assigned to this you can see that workflow of accepted assess approved in progress review closed canceled along the top here for this I know that I need to add a a continual Improvement coordinator I might need to add an approver group inside of here think it's a sin improvers I need to give it a priority before we move to the next level and then there's one more thing that I need to add oh a business strategy and then we'll just come in here we'll see which business strategies we have let's say cost savings and then we can accept this and then I'll start moving it along the process I'm not going to go through the whole process here today in the interest of time but just so you can see there's a lot of details that you can fill out around this and you can start linking it let's say to a key performance indicator with performance analytics so maybe I've got a Time Savings kpi that I want to track and align to this initiative I can set that up there any of the tasks that I need to be completed to complete this Improvement initiative we can start creating them and linking them here so whole structured workflow involved with continual Improvement management lots of training and courses out there on this workflow if you want to dig deeper but I really wanted to kind of just show you today how we would integrate with process optimization to create that more closed loop experience all right Prasad I'm gonna pass it over to you now to talk a little bit about uh the integration with with well the why and what of automation Center and and kind of how that helps close the loop when we start thinking about it from a process optimization perspective yeah sure thank you then okay I hope all of you are able to see the screen we're good I can see it okay so uh automation Center is one of the four capabilities in automation engine and let me talk about automation engine so automation engine is the offering that we launched in San Diego release it helps you automate and connect anything to service now you can automate any workflow that may involve modern applications that have apis and Legacy or custom applications that don't have the relevant apis the RPA Hub in automation engine capability lets you build both attended and unattended robots and and there are a lot of connections and templates to to help you simplify the development of bots the integration Hub capability lets you connect your you know service now to Modern applications that have apis through different kinds of features such as you know we have a lot of integration of spokes we have custom integration Builder as well as data input functionalities and the the document intelligence capability lets you extract information from both structured and and semi-structured documents and use human in the loop or straight through Crossing which is powered by Machine learning um and you then have the the servicenow platform as the inner core and what automation Center does it does is it it provides you a layer of visibility and control uh targeting the leadership in any Coe environment uh you have the automation intake and prioritization for various automation initiatives and we offer different kinds of dashboards to help you track your automation goals as well as the kpis and also the health of the execution of of various automation initiatives that are running in your organization thank you so in summary the automation engine helps you fulfill all the automation needs in a single Cloud platform so we have the integration hub for API LED integration um especially if you have a lot of modern applications that have apis then you would use integration Hub wherein we have more than 175 out of the box integration Hub spokes to to main the third party systems that represent more than 25 000 pre-built Integrations and you can also build your own Customs books using our low code environment uh then you have the RPA Hub this is for ui-led Integrations um and we have more than 1300 ready to use components which are offered in the RPA design studio uh one of the most intuitive way of building any type of RPA robot and then we have the document intelligence this is for extracting data from structured as well as semi-structured documents and automation Center helps you manage all the automation initiatives intelligently so let's come back to the automation Center um so one of the needs that IT addresses is is having a system of record for automation opportunities across the organization um as you discover the process Improvement opportunities uh that Dan showed earlier um you know you can quickly submit automation requests in automation Center so here on this slide if you look at the automation initiatives you have the cim and automation request tab so once you go to automation request tab you can click on this plus button create an automation request yeah yeah the slide Tech is still not truncated on the right hand side I'm not sure whether it's me only or other people also you're so much better now okay thank you much better thanks okay once again let me put it full screen awesome thank you that works I appreciate it yeah so once you uh click on the the create automation request button then you are provided with this form and this is where you can add all the details and all of these are are stored on the automation Center let's discover some use cases for automation Center so the primary use case here is around dealing with the the challenges of scaling automations so many of the automations in in the organization they tend to break uh and because of that the workflow stop and and these could be due to various reasons such as you know the applications changing their schemas the UI layer changing their their objects or the authentication mechanisms and with automation Center you have complete visibility into all of the aspects for each of these automations um and how do we do that we rely on cmdb and change management since every aspect of the automation is a configuration item in servicenow platform you have complete visibility into all of those aspects and the Second Use case is around tracking the automation goals so there are multiple automation goals and it becomes increasingly difficult to to monitor all the necessary metrics to track the right kpis and then relate them to the goals and also how do you track the ROI so you can justify additional investments in those automation Investments with automation Center you can track the ROI across all these automations um we have different kinds of dashboards I'll go through them in the next slides where you can see the cost savings the time Savings of productivity gains from all these automations in a vendor agnostic way so we do have the capability where you can see all of these you know you know data and metadata from automations which are run on third-party RPA platforms so in summary the automation Center capability gives you complete visibility of your automation landscape across the whole Enterprise you can centrally track the automations you know in a vendor agnostic way you can govern and and manage your entire digital Workforce and you can also get real-time insights on different aspects of automations uh and Bubble Up any processing efficiencies or or application status um so so we have two main dashboards so the first one is the the overview dashboard uh this is where you can see uh an overview of your entire automation automation across the Enterprise uh you can see the performance and the value kpis of existing automations um the automation jobs as well as new automation candidates on a single dashboard so once you submit the the automation request from within the process optimization workspace uh then all those automations can be seen on this dashboard so when you click on the bottom part of the dashboard you'll see all these automations so these are all the new requests that came in some of them may have come from within the process optimization you can also submit automation requests from within the service portal so regardless of the intake Source you have visibility into all those automation requests some of these may be coming from people who are experts in in processes they may have found some bottlenecks within those processes and they know that once those specific parts of the workflow are automated then it significantly improves the the overall productivity so I'll use all of those requests you can track it from this dashboard um also you can track this application utilization across various vendors because automation Center gives you that visibility uh you know vendor agnostic way you can also see how those applications are are being utilized across different automations so the second dashboard is the executions dashboard this is where you can monitor the health of various automations all in a central place and because we are relying on cmdb you have visibility into all the different aspects of of your automations um you can also import automation metrics and data from third-party providers we have some apis that you can use to get those execution data so for example if you have let's say uipath robots running in your environment um and and service now powered automations you can use API to to fetch the metadata from uipath robots and for those executions which are happening within service now we already fetched them through cmdb so no matter what technology you're using you have complete visibility into all of the aspects of of the automations um so there are some important terminologies that that help you understand uh how you are tracking all these automation goals and requests um so these terminologies help you understand uh how we can track so first we have the automation goal um so these could be uh tied to all the different types of automation initiatives that you have in the organization you can have one or more automation goals and for every automation goal you will have one or more automation requests and these automation requests may be coming from the process optimization workspace that we saw here or they can come from service request portal um and each one of these automation requests uh need to be tied to a broad process or a or a base spot process these bot processes are are essentially uh the automated version of a real real world business process and you have visibility of that on the RPA Hub workspace and every automation request can have multiple tasks so once you identify you know a specific candidate that candidate process that needs to be automated then you create multiple tasks so one task could be around defining the the process definition document uh building it another task would be implementing it so that's what that would be the solution definition document one task could be around you know implementing it through a specific RPA vendor another task would be essentially testing that whole automation so you have the ability to track all those tasks and each task can have multiple resources some tasks may be resource intensive some may not be that intensive but you have the ability to track all of these different aspects of automation on the automation Center and one automation goal can have multiple such automation requests so all of these are are something that you can see on the automation center dashboard so with that let me hand it back to Dan who will go over the continuous process automation Discovery feature perfect thanks Prasad I appreciate it um cool all right so really what it comes down to and I know this slide has automation Center on there but um when we think about it right where the these sessions and that are focused on process optimization which is the brand name that we give our in-platform process mining solution but the name right process optimization is the important piece right that optimization piece it's all about continually improving our our processes over time I mean and that's where these parts of the solution come in right that we think our connections with automation Center and and continual Improvement management right it's it's one thing to find an Insight uh while you mine some data but the important part is that we act act upon those insights to make the the improvements inside of our organization within our processes um and that's kind of what we're looking at here right we've we've covered sessions in terms of how easy it is to turn on uh process optimization inside of your organization and how easy it is to set up a model and mine the data then we have a session out there on kind of how do we use all the different analytical capabilities and tools inside of process optimization to help us identify those Improvement Opera analyze the data and identify those Improvement opportunities and we wanted to make sure today that we covered the the piece of the solution that helps you then take those insights that you find track them um act upon them and then monitor their impact both continual Improvement um continual group management and automation Center are designed to do those types of things um this slide I don't know how that slept in there uh perfect so open it up um I'm gonna go check the Q a if you want to put some questions inside the the Q a actually there there was a question in here uh Prasad if you're still with us um someone was asking if you could just touch briefly on the uh Tokyo enhancements for for automation uh engine and automation Center if there's anything specific that uh or a highlight or two you want to throw out there yeah sure um so automation engine uh as I've covered we have four main capabilities one is integration Hub uh RPA Hub uh document intelligence as well as automation Center so automation Center is is a new offering with Tokyo release within document intelligence we have added some additional features so we support uh tables within any document so you're able to extract tables uh from those semi-structured documents it could be invoices purchase orders you have that ability to process tables in addition we are also supporting uh um the straight through processing within the document intelligence so that would allow you to set a threshold for uh you know the confidence course for the machine learning algorithms so any extraction that comes up with with a good confidence score is automatically put into the straight through Crossing mode uh as far as RPI Hub is concerned we do have a lot of additional features we have support for chromium based browsers um we we have Chrome support already all the while uh but with chromium support we also support uh Microsoft Edge browsers so if you have any workflows where you access the applications through Microsoft Edge then you can use RPA to automate those workflows um integration Hub uh we have some additional enhancements uh we have some experts on on integration Hub uh who can provide some additional detail but we have put all of those in our documentation perfect now that's that's helpful thanks thanks Prasad um we got another question coming in here for Automation in reference to the the bot processes does it work if the bot configuration resides from an external RPA system and there is no corresponding spoke in service now so uh Prasad I I hope you might understand what that means and can address beside did you did you get that one oh yeah sorry uh yeah so yeah we do have that ability to to pull the pull the pull the bot process information from a third party system um so there are three types of metadata that that we need within automation Center so one is around uh the robots that actually implement the automations uh one is around the bot process and thirdly around the executions uh so all of these three types of metadata we have apis to fetch that from a third party system um for uh for service now based automations we are able to fetch these internally through cmdv uh but for third-party RPA systems we have to rely on apis perfect thanks for Saturn and there's a question that has come in kind of like hey we just saw a lot right um there's a lot that can go involved if we think about the entire process detect analyze improve monitor there is a lot of moving Parts potentially in this continual Improvement um cycle that are here and you know for some organizations uh they're not you know this is a level of let's say maturity that they're they haven't been used to um you know is there is this a is this a one-person thing or a team thing I mean certainly um what we're talking about here is definitely process optimization is definitely a team sport uh type scenario right um identifying opportunities you want to identify opportunity lots of people those those Improvement opportunities whether they would be from an automation perspective or just a a general like hey we can make this better you want you know that's why there's so many intake channels for uh both the automation Center and and continual Improvement is you want to capture those ideas from everywhere um and then you know for some folks you know for process optimization or process mining specifically we usually say that you're going to have a business process owner let's say somebody who really understands the process involved as well as somebody that might be a little bit more comfortable with some of the Analytics capabilities in there to do some of that analysis in that piece on the Improvement side there's certainly different skills depending on the improvements that you're you're trying to make or the change that you want to make you know the person that knows how to author a virtual agent conversation might have different skills than the person that's going to be building an RPA bot on the platform or implementing predictive intelligence solution so and then you know you're going to have people that are focused on just continual Improvement management and monitoring that queue and of of initiatives and of course those initiatives have to be prioritized and then approved by people on the executive side of the house or management the leadership side of the house so most certainly this is what we're talking about here is definitely a team sport for for most if not all organizations yeah same is the case with automation Center so we have a different personas uh you know that deal with automation Center so we have um you know a business user who understands the the cost metrics for every process so they will have more visibility into into those aspects um a person who's more technically oriented so we have a technical user Persona and they are the ones who map every of the every one of these automation requests into bot processes whether in servicenow or or external uh third-party RPA providers they have they understand the the implementation details so they deal with uh you know tracking the progress of implementations of those automations uh so it's a team sport at the end and all of the the various aspects of these automations are bubbled up for for helping the leadership at any Coe and he he done sorry I was on mute I wanted to go back to Catherine's question on corresponding sure and why don't you introduce yourself too oh yeah hi everyone um I'm a PM for automation Center um so I've been working on this uh product uh for a year now so happy to hear all the questions uh so Catherine to your question you'd asked if there are no corresponding Spokes and service now we do have spokes uh today we've had it for a while for you I bought blue prism automation anywhere but for the integration to bring in data within automation Center we started with generic apis where if you even have a homegrown RPA system you could push data to automation Center but in the uh in the next few releases in the next immediate release we're looking at using the spokes because we had to upgrade them where we where those spokes would have all the data that automation Center needs so we want the implementation to be simpler easier and faster so for uipath in the next release uh um and we're going to bring in data with spokes and we're looking at automation anywhere blue prism and some future releases so just wanted to call that out thank you Benny appreciate it any other questions uh out there that we we can touch on or get answered today or put in the queue to answer in a future session Maybe all right just uh for those of you that this is your first time and you've you've kind of said wow now I'm really excited about the possibilities of process optimization how do I learn more about this um so a couple things that you can do next first is there is a now learning self-paced course out there called process optimizations Essentials that that's about a 90-minute course that'll walk you through kind of the basics as well as hey what do I need to do to turn this on and some of the terminology that's there so highly recommend that for anyone that's going to be involved in process optimization and then you also have the ability to activate process optimization in one of your sub Productions sub prod instances and take it for a little bit of a test drive so the the plugins that uh what you can the plugins that you can activate or should be activating is one the process optimization plugin and then one of the benefits we offer from a servicenow perspective again we know our workflows is that we provide content packs to help jump start your analytical Journey on the platform so there's a content pack for itsm CSM HR out there and if you happen to be using some of our vertical Solutions there are some vertical content packs as well and these are going to provide you with some of those configurations as well as those insights cards that that I showed you we provided some of those out of the box obviously you can create your own and tweak the ones we provide but it's a nice starting point so these are the two plugins that you need to activate in that subprod to get started the course will help you and then there's some prior Academy sessions actually go through the configuration and set up and running a model it really is a very simple process uh other resources that might be useful for you one I mentioned the training already two uh we obviously are using process optimization here at servicenow I showed you an example of kind of how we're closing the loop from our cxo dashboard between the continuing Improvement management records as well as the link to the process Maps tied to the kpis uh we do have a white paper about how we've set up our process mining program here at servicenow and some of the initial findings that we've found there's a Forbes article out there written by our very smart Chief analytics officer or SVP of analytics VJ code 2 around process minings impact on the employee experience we do have a community Forum specifically set up for process optimization for you to post questions and we post a lot of resources these have just been revamped on Monday or the Forum has just been re-released on Monday with a new look and feel so if you do go to the product Hub section you will find underneath other products process optimization now you can actually get to the the forms self there's questions there that you can post questions there our team will answer them uh pretty quickly within a day usually there's links to the academy sessions if you want to get other friends registered or signed up for this there's links to the former record of the prior recordings lots of content out there we did have three sessions at knowledge focused on process optimization so those sessions are available to you via that form page and then there's a live on now session called getting started with servicenows in platform process mining walks through the initial turning on of the plugins the setup of your first model and then some of the analytical capabilities as well so plenty of resources out there if you want to do some additional learning Beyond these sessions here today um and then there uh well now and then question coming in uh about it's good thank you for putting the question in because I I was going to pass over this last call for questions slide uh so is there a certification process associated with courses and exams so if you take that now learning course um there is you'll get kind of a notification that you completed that course and you can post that to your servicenow uh profile um we have submitted content to uh to for partners the partner training program uh so there you know there can be a certification for partners to go through um I'm not sure when that's going to be available but we do have the content submitted so to look for that coming in the future um so those are the two places that I'm aware of uh right now in terms of certifications or kind of something that says hey I took this class and I understand what process optimization is any other last minute questions uh before we we kind of wrap up for the day all right going once going twice going three times if you have a question and you can always reach out to me via email or on Twitter or LinkedIn and you can also reach out and post it on the Forum that's best because then everybody gets the benefits of it uh the answers um all right so in terms of what's coming up next uh this actually I believe is our seventh Academy session so there's there's lots of content out there if you've missed a couple and you want to go back and review um our next session is currently scheduled for October 21st and and there's been some questions around hey what is the best way to use process optimization with kind of slas and and processes that involve slas so we're going to try to focus on that the next time provide some ideas or or best practices when it turned when it comes to SLA data uh then we'll we'll on November 4th we'll talk about kind of using process optimization against the request process that's there and then on November 18th the current schedule has us talking about um in Tokyo we introduced a multi-dimensional mining in which you can start linking different processes together I think uh life cycle events from an HR perspective so interpreting those interconnected process Maps is not exactly something that many of us grew up doing so it's we're going to spend a little bit of time going through kind of how do you read those Maps if you're interested in in creating them in your side of your organization uh just so this is the process optimization Academy there are some fantastic other academies out there whether it be at the platform level virtual agent platform analytics or the the mobile application so if you're interested go go check out some of those other academies I would say they're awesome but not nearly as awesome as the process optimizations one but that's just my opinion you guys can go and find out for your own self and with that uh I'm just going to wrap it up for for this week I really appreciate all of your time um and and thank you for uh attending see you in a couple weeks thanks and