well thank you all for tuning in for our webinar today on turbocharging your business with servicenow impact we're excited to be here and present to you impact uh what we'll be focusing on is uh why did we build impact how does it actually help our customers accelerate value from their servicenow investment and um we're going to get into an actual demo of the product which we're most excited about showing you so before we get started let's start with the obligatory Safe Harbor and uh there might be statements that we make here that are forward-facing around product but I I think I don't think so but just to be on the safe side in the event that we do uh we'll we'll put the obligatory Safe Harbor notice in here now some general housekeeping um please use the Q a function to ask questions at any time that it comes up during the session that you have a question just put it into the Q a and we'll get to them at the end of the session we've got ample time at the end to field then but I don't want to miss any potential for you to ask questions so please at the moment you have them put it directly into the Q a the session is going to be recorded and available on demand and uh We've I'm really excited to inform all of you that we've launched an impact community at the servicenow community there's an impact Hub there now so after this uh feel free to move the conversation there impact Squad members impact product managers are active there and I will be as well so I'm eager to see you all there and communicate with you asynchronously and then please let us know how we did during the survey I want your feedback Ryan wants your feedback it's really important to us so please do give us your feedback so um I guess we'll go into some introductions I'm Erin Fulkerson I'm the general manager for servicenow impact uh prior to impact I was in Customer workflows here at servicenow and then I've had a long career in software building my own software companies uh and helping other software companies around product and go to market so I'm excited to be here with you guys I'm the founding general manager for servicenow impact I've been here from the beginning around engaging with our very first pilot customer shaping the product strategy and uh coming up with our approach to packaging the product and then Ryan once you introduce yourself yeah thank you Aaron hi everyone my name is Ryan Lansbury and I'm the director of outbound product management for servicenow impact been with the company for close to three years but in my 20-year span of my career I've been focusing on post-sale experiences for customers specifically how we drive adoption and accelerate their time to value for a number of different organizations but it's been a great ride since being here for three years and being a part of this great product that we came to Market with earlier this year with Aaron Fulkerson so Erin why don't we go ahead and uh kick off the meeting real quick with just a I'd say a little bit of a video to give everybody a sense of where we're going to drive our discussion here today so I'm going to go ahead click on the video three little letters that add up to so much more you are platform owners system admins and the c-suite you have different goals and business outcomes lofty Ambitions and aspirations you are government agencies large corporations businesses that are local companies Global so let's forget one size fits all and get the right fit for you we have reimagined your customer Journey a personalized digital experience built on the now platform a first of its kind solution for your value acceleration we have created 7 us now impact see the big picture and track your progress get what you need when you need it from strategic Vision to kpis personalized content and recommendations at your fingertips to fast forward your results and impact Squad with you from day one surrounded by experts take action with confidence amplify your bench strength to amplify your expertise targeted guidance to drive bespoke business goals equip yourself with tools and best practices proactive alerts and developer support help prevent issues before they arise with more free time in your hands act rather than react and accelerate value to get returns faster introducing servicenow impact helping you to work smarter because when you work the world works we're going to launch a poll with some questions for you um there's there's going to be two polls this is the first of many how do you track the value you're receiving from servicenow we'd love to get your input on this so please do um provide us with a vote all right so while you guys are voting one of the key components of impact is driving value acceleration for your servicenow investment now the question here is of course relevant because how are you currently tracking the value you received from your servicenow investment now I'm going to get into the problem that we're solving with servicenow but I want to start by stating when we first began the ideation for impact two years ago one of the key points that our customers were communicating to us is a need for a higher level of Technical and customer support when we began designing the product we went out and we interviewed hundreds of servicenow customers and what we learned was that was like a symptom Downstream of the actual problem so what was the actual problem let's go to the next slide Ryan the actual problem here is over three trillion dollars was invested in digital transformations in the last three years and of those three trillion dollars only 26 percent of those invested could actually demonstrate or articulate the return on investment that was delivered for the customer now we hold ourselves to a much higher standard here at servicenow we recognize that you know customers need a better mechanism to track and measure value from their key Investments like their servicenow platform investment or technology Investments and when we drilled into this what we saw was the root cause is this concept of a value Gap as our customers or not just servicenow customers this is obviously more broadly around digital transformation and enterprise software buyers but the principal challenges in order for them to achieve their desired business outcomes they have to consume Technology Innovation however their ability to adopt that Innovation is often stymied for a variety of reasons for example commonly it's technical debt within their organization or alternatively it might be because of a talent shortage that curve that you saw is what creates the value gap between their ability to consume The Innovation and their ability to deliver the Innovation against their business outcomes so when we drilled into what is creating the value Gap what we learned from interviewing more than 200 enterprise software buyers and more than 500 servicenow customers is it generally falls into these three categories first a lack of expertise or personalized Guidance the this is fundamentally that the team supporting the technology stack are supporting the digital transformation to drive those business outcomes lack the requisite skills or binge strength to deliver next too much time is being wasted on General feedback General support General guidance around best practices whether that's a strategy best practice or technology best practice we heard loud and clear that our our customers and Enterprise buyers need a personalized value experience they need personalized value acceleration and then lastly the value across Enterprise buyers and digital Transformations is just broadly too slow to realize and it's striking to note that it's often the case they aren't sure how to even measure the return on investment and as I've seen in my 20-year career in Enterprise software it's commonly the case that the organization that's responsible for driving the digital transformation don't even have a a shared vision of what is the value in terms of business objectives outcomes and metrics that we're driving at so these are the three principal pillars for which we know enterprise software buyers and and even our customers have been challenged by which was the Genesis for servicenow impact going right so we went about in 2021 so almost two I guess it'd be two years now um uh just about two years ago building servicenow impact on the now platform and you can think of this as a software experience that drives first of a Kind value acceleration for our customer servicenow technology investment it begins on the now platform to drive personalization that creates acceleration on our customers results on average it drives a 20 acceleration and it amplifies our customer service now expertise on average it's delivering a 10 decrease in people cost to deliver those same outcomes well how are we doing it well it begins with our analysis of hundreds of customer engagements on the now platform which we distilled into an operating system we call impact fundamentals impact fundamentals helps us to map our customers Vision into an operating model that drives value acceleration and enables us to deliver personalized training and content experts on demand Technical and strategic advisory sessions that are um Technical and strategic advisory that again amplifies the staff and drives acceleration furthermore we included a new premium customer and Technical Support offering specifically developer support for the first time in servicenow's history and new platform Health monitoring and triaging tools to help our customers proactively Monitor and improve their platform performance all of this gets wrapped in here are benchmarks so our customers can compare themselves against their peers and Industry and also new value and operational reporting so that the customer has the ability to see how they're progressing against their specific desired objectives outcomes and metrics so it's the first of its kind ever value acceleration solution and we're really excited to give you a a demo which I'm going to turn over to Ryan for yeah no absolutely Aaron and before we do we do have one more poll question um so if everybody would please take a minute and go ahead and submit your response to the poll here so what business objectives would help you or your business most I I love this for the reason I stated previously it is um common that when we engage customers in Enterprise software and this is not unique to servicenow that our customers frequently don't have a shared vision for the objectives that they're expecting to drive the outcomes that they're expecting to drive from their technology investment so this is such a critical component because this is what drives the personalization okay great um let's go ahead and get started with the demo thank you all for your votes yeah absolutely Aaron and thank you guys so much let me go ahead and stop sharing my screen and I'm going to come in we're looking at impact awesome thank you yeah absolutely so everyone what we're going to do today is we're going to do a product overview Through The Eyes of the scale now Corporation scale now is a global logistics company who's been with servicenow for about two years their CIO Lara pivy has successfully implemented transformations in the past specifically around employee productivity as well as a move to the cloud she has an upcoming dream big 80 million dollar initiative around customer experience transformation now you can see here I'm logged up and I'm logged into impact as Jackie Laura's platform owner who's going to be leading the way for this dream big Initiative for Lara now in order for Jackie to be successful to do this Jackie needs a personalized experience that's tailored back to the business objectives and the products that she owns that will support Lara's vision now the home the impact home screen is Jackie's single pane of glass for personalized value acceleration what I mean by that is Jackie has conversations that are supporting the dream big initiative that are right up front and center to her she also has content that's specific to platform owners just like herself and as well as training recommendations also a very quick snapshot of activities that she's going to be a part of that support the dream big vision and then her personalized impact squad or the members of the team with the click of the button she can she can start a conversation or even reach out to the executive sponsor here at servicenow now one of the leading principles of impact and Aaron had echoed this before is that we are to maximize our customers value as it pertains to their investment and service now now as Aaron mentioned before we conducted hundreds of interviews with customers and in doing so we created an operating system that is a series of deliverables that drive adoption and value for our customers throughout their transformation and we capture them here in Impact fundamentals and you can see in this widget Jackie has a clear view as to what of these which of these deliverables has been completed which ones haven't been started and ones that are in progress right now now before I move away from the home screen I just want to draw your attention to the fact that Jackie can search impact for any of the content that's stored within conversations initiatives business objectives but Jackie's needs to go outside the system and we want to keep her here inside impact what I mean by that is she needs product documentation knowledge-based articles so content that can not only drive her expertise but awareness around her transformation is one click away for her to do those for her to do this now that's that's great Ryan I mean I'll just interject in saying this is providing Jackie a single pane of Glass on how she supports Lara her CIO in driving acceleration on her Transformations being powered by service now technology so she's got this personalized experience and then a global AI search box at the top across all servicenow properties back to you Ryan yeah absolutely now if Laura's going to be successful in Her Dream Big transformation Jackie needs to maintain a healthy and high performing platform servicenow impact is Jackie's servicenow platform Health Command Center okay she has access to prop platform kpis around specific platform health pulled in from her Health Scan readings she also can see how she's training over time to see the improvements that she's making to the platform and then she has access to instance information instance data for all the instances that she manages and within this data she can get quick snapshots of transaction history for example but this is all being pulled in by servicenow instance of the server this is a self-service monitoring platform tool that Jackie and her team use to maintain a healthy and high performing platform now it doesn't just stop there Jackie has a One-Stop shop for all her cases broken down from P1 to P4 and because servicenow impact is a personalized value acceleration solution Jackie's getting recommendations on how to improve the platform health and not only that she gets to see through peer benchmarking how she compares to her peers within a similar industry now every one of our customers every one of the impact customers completes a customer blueprint and why that's important is is as Aaron was mentioning before this operating system that we're creating is is taking the executive vision of Lara and mapping it into a strategy map and so what does this do this keeps everyone who's a part of the transformation focused on what's important to support this vision and what you can see here is that they've already completed the move to the cloud right that single painted glass across all the different Transformations that they have at scale now and you can see here they're hyper focused on the the customer experience transformation that I mentioned to you earlier now each one of these business objectives has an objective owner a sponsor and as mentioned as Aaron mentioned before we are mapping operational outcomes to the objective so that we can provide a status bar to Jackie and Lara on how well they're progressing towards these goals now with the click of the button Jackie and Laura can come in and see what are the operational improvements that they've made and the value they've received by making these improvements on the platform and for their end users foreign pointed out completing this blueprint is one step of fundamentals that sets up the personalization engine for driving content training recommendations best next actions or actions for us experts on Demand right I'll get more into that the other key thing about the blueprint is it gives us an opportunity to share with the customer benchmarks that are most relevant to them for example operational outcomes when we've established what your operational outcomes are that you desire we can then tell you well here's how other peers have improved this specific operational outcome or metric with in Industry with servicenow so it's another key component here and and back to you Ryan absolutely so the first time ever Jackie now has a clear view single pane of glass of all the products she owns here at servicenow what this does is this drives conversations between the impact Squad and Jackie specifically around the products that they currently have in Flight that they're using today what they're implementing and what they plan to implement and what the squad can do the impact Squad is they can start making further recommendations on other products that they own for this customer's experience transformation that will drive further value for Jackie and Lara and their customers essentially by collecting this data we are now knowing exactly what our outcome what the client's outcomes need to be through an operational Improvement we also know entitlements that they own therefore it's training the personalization engine to make recommendations that are specific to to Jackie Lara and the rest of her team about what more they can do to get value but shorten that time to value and get to that value in an accelerated way now as I mentioned before this is a customer experience transformation and one of the key things that Jackie needs to focus on is how to improve agent productivity look down here there's a recommendation that Jackie should upgrade to Tokyo because there's a new agent workspace that's available in Tokyo that will drive that experience for for the agents now servicenow impact provides Lara and Jackie a top-down View of their transformation and multiple Transformations but what this one we'll focus on is the customer experience transformation and the key piece is this visibility into understanding major Milestones as they lead up to the kickoff of the transformation can clearly be seen here and what's in progress so when Jackie goes and does a one-on-one with Laura on a weekly basis Jackie can actually bring this up on the screen and give Laura a quick snapshot on how well they're progressing towards these major milestones now important to know every single action that the impact Squad takes is collected and aggregated right here within the activity center why that's important Jackie needs clear visibility into the work that the impact Squad is doing on the behalf of her and her team as it relates back to the vision that Laura has set forth with her dream big 80 million dollar transformation this also right so that gives Jackie clear understanding of what the team is doing and it's directly tied back to Lara's Vision more importantly though too the impact Squad uses this data to create value-based reporting for Jackie and Lara as they're making progress throughout their transformation and so you may ask yourself well how do clients know that they're actually getting to that value that's because we track it and up here on their business kpis this gives Jackie and Laura an aggregated view overall of all the Transformations that they have been that they've been conducting on the servicenow platform and they can also do quarterly breakdowns for each transformation and they can see Trends over time so to kind of conclude the product tour here today what the main focus of servicenow impact is as I mentioned before is to maximize customer value but as it pertains to the investment that they've made in service now because we talked about key themes if we personalize this experience for our customers then they're gonna they're gonna level up their expertise and amplify that and if we can do that for our customers they will get to their outcomes in a shorter period of time and with confidence they can look at their results and see the progress that they're making against their transformational goals so Aaron I don't know if you'd want to add anything else at the end here but this is pretty much what I wanted to cover with the audience here to give them a good understanding of what impact is yeah that's that's perfect Ryan and what we've shown you is it's a a an operating system or an application that's been built on the now platform to drive a personalized experience which achieves value acceleration and helps our customers to amplify their expertise both with recommended training uh and then also experts on the demand on demand that are tailored to the specific objectives outcomes and metrics that the customer is driving as part of their their transformation one of the the pieces that uh we we haven't demoed here is we're showing you the platform owner experience this is the single pane of Glass on how Jackie the platform owner is supporting the CIO the executive sponsor but there's also a mobile application for the executive sponsor that takes this view Ryan showing right here and presents it in a mobile experience for the executive so the the impact experience layers across the Strategic level around taking the Strategic vision of an executive mapping it into an operating model which is the operating level around the line of Business Leaders or the platform owner all the way down to the administrator because there's capabilities that are available through impact whether it's training content or a new capability we just launched in Tokyo which is the impact admin Center which assists the administrator in driving um best practice product adoption in instance through the admin center with recommendations around which features should they deploy in support of the same strategic Vision around objectives outcomes and metrics so I'm uh thankful for all of you attending um I had a question in the chat around um uh how do we get a customer that we can speak with who has uh experience an impact I responded to it but and I'll state it again but let me start by saying impact um will end a year with approaching a thousand customers it has been enormously successful we began earning impact customers in 2021 as part of an early access program and all of our customers have renewed impact and we're getting fantastic feedback both you know critical for us to improve certain areas but predominantly it's it's very very positive and we think that you'll you'll find that as well so we're happy to pair you off with a customer reference generally speaking you'd want to talk to your account executive and they would they would work with customer advocacy to get you an appropriate um a customer reference um great so Ryan do you want to add anything that I'm going to read this question yeah no absolutely team and I just wanted to let everybody know that we have a a handful of resources that you can um that you can go ahead and leverage after today's webinar first off we've launched our community Forum that Aaron had mentioned earlier in the discussion it's out there with the rest of the the forms that we support here at servicenow we have and we also have a landing page for servicenow impact that can provide some high level information about our product and the value that we're driving for our customers and then obviously here we have the servicenow impact experience that we're providing to our customers here that's a key takeaway that you'll be able to you know review some of the more granular details of our offering so without further Ado Aaron I think that's what I wanted to cover and then you know we wanted to open the floor to the audience to ask questions and I think you said you had one in queue yep I've got another one so the question is um there's different levels of impact how do the levels tie into what's been presented here um talk to your account executive it would be too much information for us to walk through coherently for us to walk through the impact product tears please talk to your account executive um they'll help you navigate that the impact uh software application we just shared is available to all Impact customers admin centers available as well in instance um there is tiering around some of the capabilities but your account executive will help communicate those and help you navigate that far more effectively than we can cover here uh it is it is a very feature Rich offering as I demonstrated with just the high level summary slide earlier in this presentation with um you know uh personalized content training experts on demand pure benchmarks value reporting and uh furthermore new customer support capabilities like developer support and new technologies for monitoring and uh triaging platform health uh if there's not any more questions thank you all for your attendance really appreciate you guys we're eager to earn the privilege of serving you with impact