please hi I'm Jessica constantinidis I'm the field Innovation officer for servicenow in emea So within my job I basically going to c-level Executives we talk about the challenges they have we talk about how we can accelerate their p l their business processes and everything about it massive amounts of digital transformation massive amounts of customers going into how do we now make the ecosystem of I.T work so in that ecosystem there's obviously more than just servicenow platforms so it's about making all of those platforms work together and then servicing the business end to end so most of the processes they talk about is hire to retire procure to cash all of those processes and I think when coming to service now it's actually matching that end-to-end environment using different platforms underneath but then streamlining that process automating and accelerating and obviously also to a certain extent evaluating and changing those processes in the future so most people look at you know from an I.T perspective look at tools they look at platforms they look at Cloud providing and everything like that but essentially a business runs on just more than I.T right so when you go into an organization and for instance you're hiring somebody it's a really good example when you hire somebody it's responsible for laptop maybe the phone maybe some of the other things but massive amounts of processors for hiring are not based in I.T and I see where that's where the issue sits right so they need to understand how can we now bring in the salary how can we now bring in the skills how can we now put those people at the right jobs at the right level when we have people coming in for the higher to retire process we also see that coming in as an employee you need to have a grounding you need to have an entity you need to have a way to communicate inside the organization yes it can be the facilitator for that but you don't necessarily use all the it resourcing so when you're for instance somewhere in a manufacturing plant you might not have it as your first input you might have the the iot environment as a first input or you might need to ask a question somewhere so how do you get all of that done and if that person in the manufacturing obviously goes on holiday or they may be not there how do we replace that Talent so there's so much more than just I.T and I think when we see it struggling it's them understanding the business and when a customer makes money it's about understanding the business and facilitating that as an I.T business partner towards the business that's where we come in we co-create we work with I.T we figure out what is the best way to get the business process done on the end level with a view on how can we optimize from an I.T perspective because we're going to have developer shortages we're going to have you know skills shortages how can we make sure that people do the right job at the right time with the right skills at the right level to increase the customer's p l by using the appropriate tools communication means and everything around it so I think servicenow reaches those silos without actually tearing down the silos we make the platform stop to each other and we actually understand from a business perspective and smile change in the business might mean a big change in increase of p l so there I think we're different to other Cloud platforms we touch the business far more than the other ones but don't get me wrong we work with a lot of the it platforms as well so it's that Transcendence kind of we call it a digital brain for the organization where we bring all the data together we bring all of the processes together and then make a conscious business decision so many when you talk Cloud there's multiple levels right there's private Cloud there's public Cloud there's sales environments there's all sorts of stuff and I think a lot of the customers what we see now is a lot of sovereignty popping up a lot of private environments popping up we don't distinguish between clouds we work with all the clouds out there we have free Integrations with clouds out there and we're ourselves a cloud platform so you can have servicenow in an on-prem environment you can have servicenow in a SAS environment we don't distinguish it comes down to the flavor of the customer the compliancy they need and how they need to fit it in what we do see on the customer side is they're asking the question from an I.T perspective is that right Cloud platform being used is there like for instance Shadow I.T should we should we figure out different costs how do we take those costs down that's where service now comes in and we calculate we we modify and we verify where everything sits so yes we are a cloud platform but yes we can also do local and I think when we have that flexibility between moving each and every one of those areas there's not a discussion anymore about should we do cloud or should we not I think it's about understanding the data the sovereignty the goal you're using and why you're using it even if the data does not sit in a SAS a SAS can still make a decision based upon data on-prem that's where a lot of the customers don't actually understand the difference between data cloud and the sovereignty around it so when we go in for us it's one data model one platform and basically one element of talking together and understanding processes right so when you go in there I think when you look at those platforms and when you look at what customers are asking for is the integration and the onboarding of certain Technologies like AI operations RPA and all of those things obviously that's what customers have been asking us over the years right now do they have their own AI they can have their own AI do they have their own RPA they can have their own RPA but we facilitate is a basic me let's just say Baseline of what they could potentially use now if you want to use AI to develop cancer cells you're not going to use it on service now right we're using applied AI on the platform to figure all that on so every single I would say acquisition or merger or partnership we do we do with the intent to serve our customers so we listen to customers we listen at what they need where do you need to go into so a lot of low code no code is coming in there software2. oh we're looking at that so how can a platform develop for you with the shortage of the developers we're looking at all sorts of Technologies like for instance the latest acquisition we've done is um uh hitch Works hitch works is AI skills mapping again because customers were asking us we have this single platform the single environment how do we not find the right people to work with us so we listen to them and we base up most of our Acquisitions and I can't disclose the future ones of course but most of our Acquisitions are based upon customer demand so for me data is a new oil right every decision we make in the future whether it's hyper automated whether it's fully normally automated whether we go into AI or machine learning is a database decision right so you first got to understand what kind of data are you using and if you're using it in Perpetual platforms and those platforms do not talk to each other then you have an issue right so if you have an sap system that doesn't talk to a workday system for instance and you need to make a business decision based upon those two you'll have an issue so therefore you will have to have extra Tools in there to make that bridge what we try to do with service now is Bridge those immediately and understand like what do we now do with the data sitting in those platforms pulling it out and making those business decisions so there's a lot of stuff out there that yes you can have separate yes you can have siled but when we go into the future there's one single word that comes out which is cognitive predict active cognitive and predictive for definition is shared data environments it doesn't necessarily mean same as with the cloud it doesn't mean that you have to have shared data everywhere but the basic data decision needs to be shared with another platform so sharing the data as an intellectual property you might not want to do that but sharing the data as in business decisions and business resolutions that's an absolute key thank you