welcome to another episode of Glide chat my name is Michael Lombardo CEO and founder of Glide fast Consulting today with me I have a very special group at Glide fast called the council and before we get into the council I want to go around the room here and uh why don't everybody uh introduce themselves all right I am Josh McMullen I am an architect here at Glide fast and a service delivery manager hi I'm Charles counselin I'm a technical consultant here at broadcast how's it going Vinnie tagio a senior technical consultant here uh David Arbor I'm a senior architect and Associate vice president let's go I'm Sean Erickson I'm a senior technical consultant well I'm Scott Murphy and I'm an architect here at Cloud pass let's go this is the largest Glide chat we've ever had but most people on a glad chat this is pretty uh it's pretty amazing so I wanna we gotta talk about the console so this was uh established here first and why don't we talk about what the council is so who wants to give us a rundown of what is the council the council is kind of uh just a safe you know a little Collective that we put together to try to alleviate some of you know the the questions in our Dev help Channel which is just where people come and they ask you know questions either Consulting based or technical based do they need answers to try to help you know better accommodate their clients um we found that you know sometimes some questions are just too broad too complicated to answer in a in a text chat and so we we decided we should kind of come together and allocate some time to to Really hash out some of the more complicated issues that need to be solved with servicenow yeah and and guys when I first saw this happening I was like how long has this been happening before it turns out it was the first week I think or the second week so I didn't miss it too much but I was like so excited to see it because some of the power of well the power of Glide fast is when a customer hires you know someone from Glide fast you don't just get that one person you don't just get a a technical consultant or an architect or a business processor you get the whole company right because we support each other uh you know I think better than anyone in the in the industry any other company we're always there for each other and you know that's evidenced by our like you said our slack channels where people come in and say hey I need help with this and everybody jumps in help but like you said you know sometimes we have those really big problems where you can't just you know answer it that way and and it's not really a repeatable process right there's not really a defined thing so when you guys meet once a week and people like bring their problems up in front of you in front of the console and say here's my problem help us out and like just to see you guys all attacking it it's like it's like unbelievable I'm like man this is why we're one of the best in the industry yeah it's also you know we have 60 50 to 60 people in that that uh Council every week yeah um and it's recorded right so we can re-review it so you know one of the things we encourage is people to bring those those issues that we know are going to happen again and again or ones that we've already addressed um you know or maybe address portion of but not the entire thing uh bring them in there so that we have a record of them occurring um and so you know we have sort of an audience to see what we're doing um and and you know that just helps the entire company because of the the knowledge we're sharing yeah the value our customers are getting right they're not they're not just again they're not just getting one person's perspective on those difficult uh challenges sorry I interrupted somebody Josh yeah I was going to say David mentioned the the 50 or 60 folks that show up that everybody's a contributor right it's not everybody is yeah yes yeah everybody's on board everybody everybody's kind of pulling the rope in the same direction trying to help each other out it's nice and it's pretty informal too right so it's a little bit more um very informal yeah nobody has a drink in their hand it's the end of the day on Friday right so yes I think that's what makes it fun too you know yeah and so what's the um I know you guys have like a mission statement and and what what's your what's your mission statement I mean this is our you know we got to be official we we get our big words out and you know I love it yeah yeah so I'm providing enjoyable relaxed and productive space for people to come together and work out most difficult Client Solutions so yeah we want to be collaborative we want to help we want to give back we want to Mentor you know we're a bunch of smart guys but what nobody's an expert of everything in this platform we've got to be able to bring all of these people we've got a uib expert we got a CSM expert we got portal experts we've got HR experts we've got studentv experts we're all a little different and so when people bring up questions you know what somebody in the room probably knows the answer even if it's not one of us there's plenty we've had times that you know everybody else who joins to help or to ask right everybody has good Insight of course I think everyone's answered a question except for me but you know it's you know what's interesting too is right like with servicenow development in general and solutioning there's never one right answer anyways like only one right answer right sometimes it takes perspective in creativeness so you know getting different perspectives and and opinions allows someone else to form their final solution right they may not take everything you know people say in these meetings and say okay that's exactly how I'm doing like oh you know what I like that idea but I like the way they were going to solve that problem but I'm gonna go this direction you know for for this other thing so I love that can you read that one more time before we go on right that was like I want to like put that on a plaque somewhere read that one this is yeah we have a couple of them you know we're still trying to get it dialed in so our purpose in these meetings is to help share and guide our own fellow developers and productive group space and collaborate and expand the community expertise you know we've got we've been yeah we're trying to come up with like the exact titling of what we want but we want to be a community we want to push our culture we want to make sure that we're not the only smart guys in the company that everybody is yeah I love that well and Michael it's a lot of what you said too right I you know when somebody comes with one of these uh more complicated uh you know business cases that we need to solve it's not like somebody comes out and you say well you do XB you know XYZ or whatever and you're done right A lot of times that someone starts with an idea and then somebody else you know you kind of go around the room and you slowly build this idea and you kind of poke holes in it until you slowly come to the right answer right you know that's what the the big upside of the whole group is right you ask one question one time in the slack Channel and usually you're going to get the right answer you know almost always but with a bigger group you're more likely to come to like a you know near perfect answer because you have so many so many people with with so much experience that they can see all the different pitfalls so far in advance right perspective and I'll tell you I'll tell you just real quick sorry interrupt but like for me it gets me so excited to like see on a Friday end of day Friday right where view people and other companies you know they're running out the door even though they're at home their bedroom door right like to see everybody on the call Laughing having fun solving tough customer problems I'm like man I'm we're working at the right place like this is fun like we're do we're solving tough problems and we're having fun doing it and people are here nobody's saying you have to be there right we're doing this because we we love it we love the servicenow platform we love each other we support each other I I was just going to say that we actually have gotten to the point now too where they're bringing uh issues to us to actually ask us how we would solution something from an architecture standpoint not necessarily just coming in and saying I have a problem but running solutions by us to ensure their sound you know that they've done a good job with them uh yeah so it's grown a lot what's the what's the uh where do you guys see this is going like what's like so so you know the solution it seems like that's a that's like a next evolution of it right where it's it's growing is there like plans to take this public or anything or an offering I see I see uh yeah lots of talk yeah yeah yeah we would really love to to take it public um you know obviously there's some things we'd have to iron out on our end before we do that and have to find time for it right because we're already given two hours out of our week and we're all very busy already yeah uh yeah we've talked about expanding the team maybe doing it on an extra day for the internal team as well throughout the week since you know it's not only on Fridays that we have issues uh or people people have issues um but we've also yeah we've talked about making it public you know um where we have some probably some strict guidelines about not uh you know allowing too much customer talk specifically yeah yeah yeah yeah CII customer yeah but but more of a live Community because I mean I think we we really have a lot to offer here and and the ecosystem out there really needs to be healthy and you know stay healthy and we can help it do that and this is so much of what the servicenow community is right like when I was coming up and I was a help desk guy I tried to learn service now I've been on every resource I could to learn things right like you know YouTube the the servicenow community or the the wiki or the doc site now whatever it is you know but I lean so much uh on that coming up and and people were just so willing to be helpful like when they could you know and um so that's really we're we're really embracing embodying the servicenow community act live fast and we want to help people right like we you know if we can monetize it great for the larger Community but I would love to just see us just help customers just be successful I mean that's our mission right anyways at Glide fast yeah I'd love to find one person here who hasn't found a community article that's helped them at some point in their career right seriously so so uh BT BT I haven't heard from you how did I got a question for you my man how did how did this start how did who came up with uh who came up with the console and how did this get going so it was me or two other colleagues of mine that I actually worked out with a different partner um and we used to do like a Friday death call just a couple guys just going out there going down rabbit holes kind of fun the interest of things if you had a problem you bring to it it was always really helpful to me because there were some really smart guys in that room right um so I don't know what about what we got to start about I reached up to Josh and Sean I was like man we really should do that Friday death call again because it's helpful and it was always fun he's always learn something no matter what level you were um and we were like well that's awesome we should definitely do that but we need some more you know maybe some more presence in the company for what we had there so I was like well let's go ahead and get David Roberts and she's the goat he's you know you can't get Lombardo so let's get Arbor right yeah so and then it was like we need another really smart guy who's got to face the presence like on slack or whatnot so it's either two guys Vinnie and David um then of course we expanded to Scott yeah yeah that was a surprise and that that was that was uh I remember you guys were saying something about they need an extra like cmdb expertise right like so Scott Scott seemed to be a goat huh he's dude he's a master of all I do anything and everything my God I'm in the item space right now but man I'll do it all I don't know it was he was a shoe and I was at every meeting answering all sorts of stuff that was the key he came and he he was always participating always providing good advice um and that's who we're looking for you know to join the council and we do we do want to expand further as well and there's some other folks who have kind of made their their their presence fell yeah I think in the very near term there'll be some extra faces in here too yeah yeah yeah um and um not to not to derail the conversation but it just reminds me you guys were talking about that we had um there was a an architect that actually left Clyde fast a couple years ago and uh and come came back pretty quickly and um and I said you know called me hey I want to come back and I was like hey that's fine you come back you left on great terms everything can I ask like what was the main reason why you came back I didn't even you know we already talked about why I left and he's like well I'll tell you it was a Thursday night I had a a huge uh you know deliverable due the next day I was kind of doing something outside my wheelhouse and you know they told me culture culture culture and people were there for each other I put I posted something uh in in slack you know and I didn't get a response like ever like it never got forget about the deliverable date like it never got answered there was just nobody I was just on my own and there's just a couple other examples of that and I just all I could think about even when I was presenting in front of the customer all I could think about was man at glad fast I would have had 20 answers in Dev help I would have people calling me saying let's get on a zoom no matter what time of night it was and again that's what makes us strong and that's why our customers love us because you're not just getting one perspective you're getting the whole team so I applaud you guys that for doing this and getting this going and in the initiative right like that's the best part of a Glide fast too no one I didn't tell you or nobody's telling like hey this is what we need to do you guys saw our need or saw an opportunity it just did it that's initiative that's that's Innovation that's how we win organic Innovation from the words of Bill McDermott I love that so are you guys getting a tattoo or something because I mean do you want to see oh that's great no you got the pants yeah yeah I mean we have our own logo we have our own uh mission statement now we have our own pins uh and quite the following year internally that's awesome so all right so let's get this public let's figure out how we can start helping uh the community at large well one way you can help is by hitting us up at info at gladfast.com following us on Twitter at Glide fast following us on LinkedIn and uh requesting our services we can definitely help you there but uh we definitely want to get this out to a larger community and and thank you guys for all you do at Glide fast all you do for for customers in the servicenow community as a whole I mean we definitely uh making our impact out there and that's uh that's something I'm proud to be a part of we are same yeah same man all right everyone thank you for joining us and have a great night [Music]