all right good morning good afternoon or good evening everybody I saw we have a global uh chat room going off so we're so excited that everybody joined from all around the world my name is Michael sconeumelio I'm part of our asset outbound product management team and I want to welcome everybody to another one of our live event sessions this one called Hardware Asset Management setting up your first automated ham workflow this session is the spiritual successor to our last session a couple weeks ago gaining visibility into your asset estate with ham no worries if you didn't catch that one but I encourage you to check it out and many others in our on-demand section of the Live Events page so if this is your first live event welcome look at the take a scan the QR code here um to check out the schedule for any upcoming live event that servicenow these are all hour-long webinars to help you deploy adopt and Achieve value across all of our IPM products and like I said earlier you'll be able to find an on-demand section where um all of our item live events that were recorded are listed but first a few announcements some of the information that we present today is privileged and confidential so just bear that in mind and also in addition take a look at our Safe Harbor notice uh the information we'll be showing today could be forward-looking in nature so please keep in mind that that is subject to change so with that out of the way a big warm welcome to everybody on the call this is one of our commitments to you as the customer to deliver relevant content to you wherever you are in your journey and also to record that confidence you can always go back to it at any time today's host is myself Michael spring Emilio and helping me with Victor Paredes Colonia a colleague of mine from the outbound product management EU and our guest of honor today is Michael Smith a principal inbound product manager in the hardware Asset Management BU as servicenow Michael thanks so much for joining us no problem thanks for having me so today like I said this where last session we talked about visibility today we're going to talk about a life cycle and workflow overview and we're going to go through two demos Michael Smith going to walk us through two demos here of asset refresh and of disposal with mobile scanning uh please submit your questions in the Q a form um there's also the chat feature as well if you want to engage with anything but if you have a question it's best for you to put it in the Q a form for our presenters to find them there please stay later focused on the topic of the day um and contribute what you know like I said feel free to use the chat feature um and also at the end of this call there will be a there will be an opportunity for you to review and provide feedback to us we love that feedback and I'm using it to plan our 2020 Day live event Series so please please participate in that feedback form so without further ado let's switch over to the content so Michael in our last session that we had a couple weeks ago we went in on the importance of visibility um so now I'd love for you to talk about how an asset manager should move from visibility into workflows themselves yeah absolutely and one of the main the main focuses of the workflows is maintaining that visibility right so as as we come in and and we brought in all of our asset records we have all those details but there's lots of entry points where assets not only come into the organization but they move around the organization and one of the important things about visibility is maintaining that clear line of sight to your assets as an asset manager in my previous lives I would always stress out as soon as the asset left the stock room because now I'm relying on that technician when they deploy that asset to come back into the asset tool and assign it and update the status and update the location and change all these data these data points in the records so our goal with our different workflows that we bring bring forth is to really follow the entire life cycle of an asset right we can manage that when it comes when when the request comes in and we approve the request and we order and fulfill the requests and we put it in the inventory we've got that part covered as an asset manager I can make sure they're being received properly I can make sure they're being stored properly but the second they get deployed I'm trusting other people in the organization to manage that deployment task to manage uh monitoring those and servicing them maybe during a break fix or a swap or a loaner request really making sure that they um that they're updating those those records properly um so to that point um our different workflows uh are really really built around that to to help manage that got it yeah let's take a look a little bit more about um what some of those workflows are so obviously the last slide showed that you have worked with at every stage in the product journey and the asset Journey um but I'm seeing here that there are a number of out of the box workflows so maybe talk a little bit more about that yeah so first and foremost our workflows are built on our flow designer so what you're looking at is a screenshot and I can show a little bit more when we get into the tool what the flow designer looks like but they're all built in our prescriptive flow designer which allows you to make updates and changes as as flows the flows come through maybe you have a special requirement um in a specific out of the box workflow that maybe a certain approval hits or something like that um so that being said the uh the out of the box workflows we give you are are in are twofold one we've Incorporated some of our workflow into the incident and change management process so when we're talking about activities like deployment swap break fix those will happen within our incident management there'll be a section at the bottom or into the management tool that will allow you to select the new asset if you're going to do a break fix [Music] um is uh will allow you to put the new asset so when you res all you the technician has to do is resolve the task and put in what device they're giving them and all the asset updates happen in the background so our out-of-the-box workflows that you can use to to publish to the catalog or your standard Hardware request we have a process and all of our all these workflows are end to end so when it comes to standard Hardware requests that includes the catalog step of when they when they add it to the cart you know it covers approvals it covers the sourcing right when somebody asks for a laptop our first instinct should be to do we have it in stock do we have it in our current stock room or do we need to look at a local stock room and do a transfer order and then a worst case scenario we don't have any available then we can we can procure that and the other thing I want to point out too is this all these workflows are part of our Hardware Asset Management product which is built on top of our base Asset Management product the base Asset Management product is great as a data model but this is all that automation that sits on top of that and then we also have a process for Tech refresh which we'll be showing today loners leased assets so as asset leases are coming up to expiration you can start managing all the activities around that and then we have a process for rmas so as we're doing these break fixes these assets are now coming back and they're automatically getting put into a stock room but they're pending repair now you have a bunch of assets that are flagged that need to be repaired and you can proactively reach out to vendors and start scheduling rmas whether they're on-site or off-site and then we have a workflow around the off-boarding process which if if an employee leaves the organization voluntarily or involuntarily there's a lot of tasks around what's assigned to them whether it's Hardware software SAS descriptions mobile phones contracts with the mobile phones so anything that's assigned to that end user when they go to leave will automatically be find with their own with their own reclaimed tasks because it's different to reclaim a SAS subscription as it is to reclaim the physical Hardware that they have so we want to make sure we we acknowledge every everything that's that's built to them and and all of our workflows like I said can be easily updated but the the and why do you want to use these workflows well right here um we're going to automate all the configuration and you know the CI and asset updates I had every step of these workflows so when we're talking about a deployment task right as we receive that asset we're automating that that Assets Now in the stockroom that it was received against when that asset gets deployed to that end User it's now going to go from no assignment to assigned to that end user to that location and the install the the state and substates all get updated so for every one of our workflows we've considered every transaction that happens and every task that gets closed one of these update tasks will run if it's relevant to update the asset record so no longer are you now praying that the technicians are updating the assets as they do break fixes all that's happening in the background and your technicians can jump on the next task and not have to worry about swivel chairing into another system and updating all the asset information that's great I like that you talked about your experience as an asset manager yourself like that drives home how important this automation is um on you know removing the stress of you know asset managers and elevating the work that they're up to yeah exactly it was always Dreadful when I would walk in and I'd used to go to lunch and hang out and do fantasy football leagues with all the technicians but every time they saw me they knew I was coming in there to yell at them to say why aren't you deploying stuff it puts you in a bad position as an asset manager being part of a team on having to go in and and and and really you know act as like a parent with that so yeah all right so thank you for walking us through at a high level kind of workflow product um I'd love to dive deeper into two separate workflows here um well I'm hoping you can introduce us to Jen and talk a little bit more about the asset refresh process yeah absolutely um and and uh so so Jen here um it's one of our traditional Hardware asset managers right um she's responsible for a state government agency and her team is responsible for managing all the hardware assets over many departments um and and it struggled because a lot of the processes are manual right um and there's you know sometimes long lead times with procurement um and and you know when you have these manual processes you also run into data errors and and at the same time when we do a refresh one of the challenges everyone has with the refresh process isn't so much getting the end user their new device that's easy because the end users are motivated they want that new device they're excited about their new device but then they lose motivation when it comes time to ship back the old device and and you know sometimes those devices they don't come back right you find them in a drawer when that employee leaves the organization and the thing that we have to remember is when these devices don't come back the data doesn't come back the software that's installed on these devices don't come back so there's lots of risk that you can run into without getting these devices back I mean at the end of the day the laptop it's you know the disposal vendor may give you 50 bucks for it or you may have to pay to have it disposed of but it's that pii that that intellectual property that's on that device and all the applications and licenses I mean if you have Perpetual licenses on the devices you want to bring those back and harvest them so being able to manage that um uh having that end-to-end uh workflow is is critical here so we have a a way within service now and by the way too I want to thank you guys for using the Q a we will we will do a q a session at the end of this call um because some of the questions we may cover in a later section but thank you for using q a for this um but I just want to focus here um with this end-to-end workflow we'll cover the refresh process there's a way within service now that we can um flag assets that are eligible for refresh right today we have a useful Life field on the model record that allows us to put in a date that that you can basically decide when that asset is end of life and that date now can leverage our content that comes from normalization if you remember in our previous discussion we talked about all the great lifecycle data that comes from the um the uh content service so now you can see that okay this laptop is going to be maintained um this model the vendors offering support for three years your warranty you may have a three-year Depot warranty so you can feel very confident with a 36 month useful life or if you want to stretch that out a lot of organizations will do a 42 month end of life for a laptop because they think well look after three years if it breaks they're going to get a brand new one anyway and maybe we can stretch that out and stretch our dollar out for you know for an extra six months but point being is having these dates will allow you to better forecast your your activities for refresh and having a cleaner visibility into your asset estate now you can look and see what everyone has right so um you can look in and see you know what's coming up this year what's coming up in the next 90 days 60 days six months however you want to plan this out so instead of having to do these proactively um or a proactively reactionary and having to say okay I need to go get this laptop you can say look I've got 500 laptops that are coming up end of life this year let me procure those 500 Now set those aside and we can flag these assets as refresh and and we can schedule these out our our attack refresh workflow is scalable so it can be done for one single asset I could I can get Michael or Victor a new refresh rate today or I can get an entire department or an entire location or an entire cost center um you know and I can pull put all their assets into the process and start a refresh for multiple up to a thousand at a time so we can go to the next slide please actually I think at this point Michael I think you were going to show us a little bit under the hood in the past yeah let's do that um and I'm gonna go ahead and tell me confirm when you can see a very pretty looking dashboard I can see it awesome so one of the things I do want to I do want to show and how quickly we can get value out of ham is one of the things that that when we do um when we turn him on is there's a guided setup feature and I just I'm kind of going off script here but I want to show this because there's a lot of value to this now if you've already done your setup you're gonna have to go back in and update the tasks to show that you've completed it but when you come in here you have an opportunity to um you know walk through this guided setup to turn these things on and so all of our workflows are in this selection here so when we just jump into configure you can see these are all of our different workflows that you're going to get out of the box um they're active day one so you don't have to do anything they're already on they're already running um and if you want to go in the flow designer you can jump in the flow designer and and edit any of these but day one you can have access to these you can turn these on um but definitely recommend going through the guided setup it takes a couple hours to do but you can ensure that all your hand functionality is live um on day one but I did I just wanted to call that out real quick um because this is a new feature that just came out a few months back in our in our Tokyo release um so it makes it a lot easier to get value and hit the ground running with these but yeah this is really great for like when you just when you just install like knowing the steps you need to take right from the get-go and monitoring those steps and so um really good really good tool for our customers perfect um so I'm gonna gonna jump in and show how as as a fulfiller our refresh workflow is technically really should be for back-end processes as an organization I've seen customers automate this process so as an asset hits its useful life date it could initiate a request to the end user you could set that up in your you know an email could get sent to an end user when their laptop hits that threshold and they could get a selection of laptops to choose from and that could spin into this this existing workflow there's all kinds of cool things that you can do with out of the box workflows but I just want to jump in today to our service catalog to give you guys a view of what it would be like out of the box you know no special um updates if if you wanted to initiate this as an asset manager so like I said you come in to the asset lifecycle section this is where all of our life cycle workflows and this is once again this is our fulfiller view because this is something that most companies don't want to push to the portal because if an end user has the ability to do a refresh request you've got people you know who they are every six months they're going to ask for a new new laptop they're going to ask for new stuff that's just who they are so we don't want to publicize this and put it to the portal you can if you want perfectly up to you for your organization if you have a business need to do so you don't recommend it I usually like to initiate these myself so when I come in here as an asset manager I have the ability to do a single model refresh or multi-mile or refresh once again this comes into a um you know whatever the scope of this is I can come in and I can select what model I want for my replacement so what's my new standard what am I going to do for a replacement and I could pick that model here and then out of the box the filter is the asset has to be eligible for refresh so you can see right now you don't have a lot of Assets in this demo environment that are that are eligible for refresh so I can go and I can break this um I can break this reference here and I can make any filter I want so remember when I said earlier I could do this based on a location I could say you know what today I'm going to I want to do a refresh for my Dallas office and I want to go in and do all my Dallas assets but in this case here I'm just going to come in and I'm just going to I'm just for an example I'm just going to grab any any old model and I'm going to look for one that contains Apple um just for the sake of this [Music] um and I'm going to run this filter so now it's going to give me the ability I can select these are all my assets that are in my in my demo environment here that I have apple I just want to grab one for the sake of this demo um preferably one I get an update down here this is a good one because this is in you so this is in someone's hands um and we can do an actual uh a good a good example here and I just drag and drop that if I wanted to select all these and do a refresh for all of them once again it's completely scalable so I can add all those and I can click order oops I have to put in um the model that we're going to give out so it looks like I selected the wrong one um we're going to go ahead and give this model as as a refresh um and then we're going to go ahead and order it so now that there's been an order submitted now granted I didn't put a requested four in because I did this on the back end so I would put in I could put in the person that it was requested for I don't remember who the person was uh when they assigned it so that was my bad but from an end user from a fulfiller point of view now there's a refresh request for that I can log into my Hardware asset workspace and I can look at all my tech refresh requests so you can see that there's seven of them active right now at various stages right um we've got some that are in the Fulfillment stage some are waiting approval um so I can just jump in and I can grab any of these in whatever stage they're in um this one's in the Fulfillment stage right now so I can look at this and you can see here that you know this needs to be approved I would go and work approval there's also a stage if if we dive into these um where if I look at bear with me here if I look at one that's in the the refresh stage um there's different there's different tasks that need to be executed so I can see here that there's now a hardware asset refresh task for this one um where I can in this I can look at this refresh line here and I can see that this is in the planning stage so you know there's the point is there's going to be multiple people managing different tasks related to the refresh right you're going to be doing the sourcing that somebody else might be doing the prep work and doing the deployment so you can see here that this has been approved this Assets in stock so we need to you know this is the replacement asset um you know we need to prepare and Stage it for deployment so basically at each stage of this process the assets get updated you could see that this is the actual asset that was flagged as part of the refresh and then once this gets closed it's it's been prepared um oh I didn't put in the actual asset record so oops um so once this will get closed out you'll see that um there'll be another task on this asset um normally this stuff doesn't happen um in in this quick succession so I have to do a refresh here because you know these process to do a refresh you can take a take days could take weeks right to get in the equipment so now you'll see there's a new task to schedule the refresh so this is where you reach out to the end user and we've all been there you know end user may have to do uh finish a project before they can complete this right they need to use some saw you know some you know some of the data they just can't do the refresh maybe they're going on maternity leave they'll be back in nine months but this is where you would come in and and you would schedule um you know schedule the deployment date so we could say for this you know what I could do it today um if I was to pick a future date it would pause the workflow right because everything is based on a trigger so I would want to ensure that I can pick you know we can do the refresh today and we can save it um now that it's been scheduled um we can close the task and now another task will execute for the actual deployment of the phase um in any interest of time I you know I I'm just trying to cover all the bases here um there's a lot of other details that we would capture like moving the software over and all and all that other stuff as well um deployment is normally uh you know a bigger process because you have the image you have to deploy um we do have something coming um you know this is very a lot of customers are using zero touch refresh that's something that we have coming uh in an upcoming release um so for this here we're doing a refresh if we reclaim the asset at the time you know how great is it when when the customer shows up for the refresh they have their their new device ready for them but they also brought their old device so they're ready to do that swap in some cases maybe they want help transferring their files maybe they're you know what whatever your um policies are for data retention and stuff like that maybe you don't allow them to store in a in a in a drive um you know with us I know a lot of times all of our stuff is stored in in uh in in one drive so we don't you know devices slots really easy so if you reclaim it here um you can acknowledge that you reclaim the old device but if you didn't reclaim then it recreates a reclaimed task so now you have a task that can be tracked and executed and we can escalate there's slas you can put on that to ensure that you get that old device back so now if we get the device back it's been reclaimed um and if we look at this asset record here you'll see if we dive into this replacement asset now you'll see all the information will be updated right you'll see that it's um it's in use you know you can see here that it's been part of a transfer order um you can see here that you know as the execute as it gets executed um it'll be part of a life cycle event and all the details get updated so so that's I mean essentially the refresh workflow in a nutshell to kind of give you guys um a high level of what it looks like once again if you guys have unique processes that that don't account for some of the stuff we brought up um potentially we can uh you know you can add those as it will be wow you just compressed a number of steps that might take days weeks into about five minutes so uh give yourself a pound thank you for watching Everybody through um the answer and I think one of the main takeaways that you know it's back to one of the original slides about automatic and how really any leaky like any hole in this flow servicenow plugs whether it's through these automated updates or something of that nature where you again making the life of all people involved much easier and simpler and elevating their work um fantastic if you have any questions on the information that Mike just walked through please use the Q a and we will be circling back to those live you know there is there is one thing I do want to bring up in the sourcing task um is is there is the the the capability to you know first look at what's in stock at a specific stock group and then compare it to um you know what you know is in is in your Warehouse um apologies I I forgot to mute my teams foreign is is you have that ability I know there was a question in the chat right to um look at the Fulfillment team's location rather than request for location that can absolutely be considered um as part of your unique workflow um normally what we what one of the things that I'm going to share here it's a roadmap item that'll be coming in our Vancouver release is the ability to show the service locations as opposed to what physical locations that they service so that might be something that um that you'll see there so um and once again the assigned to was blank and on the refresh process when I did that workflow I was flying through normally you would put the person you're doing the refresh in there but to expedite to compress the entire demo I left a few blanks out of the request form like their location the person I just grabbed an asset and just kind of ran with it but normally you would put that information there especially if you have 50 refreshes you're doing you would have 50 people you're doing the the you'd be requesting it for 50 people um so that's why it was blank so that I just wanted to call that out sorry gone ahead um and we'll cover we'll get back to the rest of the questions at the end there but those were pertinent to this specific workflow yeah thank you so much okay so so that was the asset refresh workflow and we'd love to for you to walk us through introduce a new character on the next slide talk about disposal with mobile scanning and I'm sure yeah sure absolutely so with when we talk about disposal we have Casey here um Casey's you know asset manager for a regional hospital and uh at this point you know they've they technology is a big investment right and there is opportunity to get a return on your investment with different vendors but more importantly um you know that data that's on the devices it's very critical that we can show as the device leaves an organization that we've done everything we can to ensure that the the data has been properly wiped so there's all kinds of you know I can share I work for a financial government uh government financial organization before coming to servicenow and we um we had a very stringent Data Destruction policy where we ran software to do the dod seven layer white we put the we pulled the drives out put them into Gaza to you know basically use a magnet to you know wipe all the data and then we physically took that asset put it on a drill press and drilled three holes through the through and we had tasks for each one of these steps because you know you had Somebody went up with a box of drives and have to do each one and and mark it and then the final step was we had a company that came out shred I.T um that had a conveyor belt we put the asset and the camera would actually film The the data plate on the drive and it would go down the conveyor belt and it would get shredded in the whole process will be recorded in a 12 second video and we would have to attach that 12 second video to the NSF record so imagine having to do that for you know 20 000 assets a year but wow the process and once again all of our workflows are are pretty easy to add to that so our disposal process accounts for all the major muscle movements of the disposal process right as assets are coming back in especially from refresh right those aren't going to go back in the general population those are going to be put in inventory but pending disposal so as your assets start to build up the pen disposal you're going to want to initiate a disposal request with your vendor maybe do a quarterly you know disposal pickup but the idea is is there's a lot of manual updates that need to happen and to show that chain of custody moving out of your organization um to account for all the assets are as they're being disposed so that being said we have um you know this end-to-end workflow that that covers every single step and another thing to keep in mind too is you have a um uh we have the mobile capability so if you have a mobile device you can validate that the assets that you're going to dispose are the actual asset so I can sit at my computer and I can select 50 assets that are in my stock room that are pending disposal that I want disposed but I actually have to put my hands on those assets and I need to show that audit trail that somebody maybe it was me maybe it was the team that works in the loading Bay I actually verified and validated that those the assets that we plan to dispose were disposed and then when that disposal vendor comes up right because there's going to be a gap in time before you schedule this and the team actually comes to pick up your assets acids can grow legs I had one of my organizations I found a bunch of assets started showing back up again in one of our clients they were being used they were pending retirement those assets should not be being used come to find out somebody had stolen them and they have been reselling them and as people logged into them the agent called home and showed that so um a lot of people assume that oh it's junk I'm just going to take that home you know and some organizations may have not had a process around disposal so this is one of those areas where assets can grow legs and walk away so with that when the disposals go out the door you can have somebody either using a cell phone or possibly a zebra scanner that has a Android OS built into it that can install our application and you can scan in the assets as the as they go out the door which is really cool wow so I love that again love the experience from your uh past life and how you brought bring that to the product to make everything easier I think it'd be great if you could walk us through an asset disposal workflow I would love to so I'm going to go ahead and uh let me let me know when you can see our workspace again I can see it all right so as an asset manager daily life you're gonna come in and you're going to see disposal orders already um in different flight stages but to create one you know you would just come in and you could you could actually just create one from here and just click new and create a new disposal order and this is where we we schedule the order right what stock room do we want this disposal to be to be initiated from um you know what who's going to be doing this disposal um you know who's going to be the one that's going to actually be there that's going to to be responsible for all these assets and then what vendor are you going to have doing and I just grabbed the first one in an alphabetical list right so now I can create this disposal order um and now we have to associate what assets are we going to dispose of so I can use this filter here and I can go ahead and I can pick um you know right now it's showing the assets that are planned um but I I don't have anything planned so I can come in here and I can I can wipe out this filter and we can create a new filter here um I think I picked the Santa Monica Warehouse so we can look for any assets that are in that warehouse right but right now it's looking for the specific um you know there's a task here where I have to go in and and add these assets so um I can come in here and I can associate what assets I want to be um added um but one of the things that you're going to see here is there aren't anything so I'm gonna have to add some assets if if I had a live and working environment I would be able to easily scan my pending assets that are that are pending disposal but in this case here I could I would have to come in and I could just select a couple I'm just going to grab one just for a sake of of the demo here so now we have the task but in a normal in a real world environment though we're going to be coming in and we there there's going to be multiple you know most of our most of our organizations you know you're going to have multiple um assets in different stages or different disposals you can see the one I just created just this number 101. so you're going to see here you've got you know you have maybe you have the stock room here you know and we do a lot of demos so you'll see that there's multiple ones in here but I can come in here and I can look at any of these here that are in any state and just at a high level I I don't want to you know go into this in great detail but I can show you that these are all the tasks that are associated with the disposal so you can see here the first tasking to see what state they're in right the first stage was to verify the assets that were planned for disposal so now I can go back and I can look at this record um and I can see that this verify stage there were three planned assets um and you could see here that these assets have already been put in transit because this is this is an older task but somebody had to come in and essentially select these and hit the verify button or scan them with their mobile device right but what we can see here in this with this workflow that we verified them we scheduled the pickup so at this stage you would go in and you would actually put what date the vendor was coming who is coming from that vendor but at this stage right you will have contacted your disposal vendor um you'll let them know like you're only picking up three assets you don't need the flatband you can just bring a band right or we're bringing three pallets on you better bring you know a big truck um and then at the departure stage this is where the assets that gets departed get actually scan and um so now we're just waiting for the vendor confirmation but the cool thing is is because of that all these assets were put in in transit state right so we can jump into this vendor confirmation task and this is at the stage of the the workflow when our disposal vendor has um informed us that yeah we've we've got your assets everything um you you had three that you said were coming we've confirming that we received those three and we can go ahead and we can close this task we've gotten the confirmation that the vendor has received it simple as that so now when we go back to this disposal this disposal workflow um you'll see here that there's going to be a new task for the disposal documentation so this is critical this is where the disposer said the disposal vendor sends Us in artifact whether it's a certificate of disposal um it could be a sampling as simple as an Excel doc with their disposal that that acknowledges that yes we can say we've confirmed that these assets were disposed of um and we would put in here yes and we would go ahead and close this task out um and then there is one step here where we would have to physically attach um the those those attachments there it won't let me even close it out so I'm going to go ahead and just attach a a my headshot that's fun um but it's going to be essentially acknowledgment that you know this is what was attached so when we closed this test out um this was included and now it should let me close the task oh I didn't uh I didn't schedule these for plan right with you sorry now we can officially dispose of these assets because we have the official headshot to do that but you can see here now that these assets if you remember just a minute ago were in a retire we're in transit State now they've officially been marked as retired but they're confirmed it we got the documentation so now they're all disposed um and we could actually drill into any of these asset records and and now that this process has been completed the disposal has been completed you could see that every stage of the disposal process was tracked as an activity um and once again retired disposed and we can come down to the disposal section and we could see here this is a disposal number here's the vendor here's the ID number the vendor provided here's the date the disposal happened right all that information is there and and if they did a resale you can come back in and you know maybe they resold it and gave you 100 credit for this whatever your Agreements are it's different some some companies pay to have their stuff to disposed some doable sign somebody straight recycling however you do it it can be plugged in there if you did a donation we have a donation workflow coming up very similar to disposal um that the beneficiary would be put in there so the disposal you know the donator who you donated it to could be listed there but that's either gonna go there but the point is is the asset was updated at every stage of this process there was a a consistent audible process that you could track and you can manage once again at scale because in most cases you're going to have multiple disposals going at any given time so you can see here at each stage where all your disposals are at and what assets are involved in it but more importantly whether you're being audited by HIPAA socks Bismol whatever your governing auditing body is or even it's an internal you're going to have that chain of custody so you'll be able to show every asset that was left to your organization and all the details foreign workflow is that when it comes to ESG as well having this documentation is incredibly important um thank you for walking through the disposal workflow uh and also um some of the mobile capabilities we have I know even um I think you can probably stop sharing now we can move over to the Q a I see a lot of questions popping up in the chat thank you all for being such an Engaged audience um and yeah thank you Michael for ripping through those demos um like a pro yeah so let's start looking here thank you guys keep the questions coming um I'll start with this question from Dale um when a customer implements hand Pro you will automatically affect incident and other better together modules with the ham Pro workflows yeah so the big one is Incident Management there's a existing tab that can be manually updated today at the bottom of any incident record for Hardware it says affected CIS so when somebody calls in an incident say they have a broken screen they're going to either report it against that or the the whether it's virtual agent whether it's um you know caller whether it's a walk-up we're going to capture that configuration item in the incident so we already know the broken incident what we don't know is what the new incident so there's a little button that they can hit to do you know that says asset action that will now appear on any hardware asset incident and you can do a retire you could simply just retire you could say it's broken I don't want a new one just come get it they can retire it they can do a brake fix um and so on and so forth or they can deploy a new asset depending on what the nature of the incident is same thing with change management if you're doing a change request there's that affected CI tab not at the bottom that automatically appears when you is dot hand Pro I hope that answers the question awesome um we have a question uh actually near the bottom to see uh from vinti which is about the demo that you were just showing um and we it might be it might be too far gone now but I'm curious why does the state show retired twice I believe that was during your disposal workflow oh um yeah so there's a state and a sub state so we have a sub a state a retired and then the the the asset could when a retired asset could be disposed of it could be lost or missing it could be donated um there's there's different substates to go along with it but from an from a state perspective the assets retired hope that makes sense all right thank you and John will this demo be available later for playback yes we will be uh in a couple of days you can find this demo uh and this recording on the on the event page and it'll also be on YouTube as well um okay Anthony is asking so we use fccm to populate our user field as part of ham we recently found that the CI is updating at updating the assigned user but the asset record is not syncing showing assigned user is that expected um so we normally don't recommend populating a sign to by who is the user on the device um simply because you could have someone from the service desk sign into someone's device to install software um and and we provide you with this end-to-end process that will through process update assigned to on the asset record now you could have reports that show uh and and also too that how assigned to looks when somebody logs in like when I log into my laptop I log in under the name micah.smith now my name is not Micah it's Michael but because there's a million Michael Smith's in the world and a bunch of networking service now I don't have Michael Smith so my assigned to on my asset record says Michael Smith it's my username and servicenow and there's other Michael Smith usernames and service now but we're differentiated by a lot of other information but my username when I log into my computer is micah.smith so if I was to use those they they may they may not sit properly but I can create a report and I can glance at it and I can look for Deltas to see when the assigned to and the user is is different um but that point though is is through our different workflows whether it's deployment whether it's refresh whether it's Incident Management there's lots of opportunities to ensure and automate that assigned to information being updated and I wouldn't rely on Discovery to do that um especially you could have two tools running at different times of the day and you could have you know devices that are considered shared like you could have a kiosk at the an HR you could walk up or AIT and somebody could sign into it um and if you're using that logic that manage device could get automatically updated so so that's yeah um so yeah so and just going down the list here too um there was I see a question for the scanning of RFID with zebra scanners in our previous release in Tokyo we have introduced uh a a store app with a partnership with zebra so you can use RFID in zebra that would automate a lot of location updates that happen and you can also use the zebra mobile computers there's the MC series of scanners the ones you'll see people at like Target or you know Warehouse users using it has a touch screen and a little keyboard and a little trigger that will that will shoot a little laser out to scan barcodes as long as it's an Android OS you can download our servicenow app we're working with zebra to get our app actually pre-installed or loaded in their store so it makes it that much easier for your technicians or Warehouse people to install on that um there's another question about pulling from the request on a legacy asset so that came back to the refresh workflow that I was showing when you select um you can also search by user so if somebody actually comes and says hey I need to do a refresh we find too when we start improving our asset estate we may not have all the Assets in our database you may have a legacy asset that's seven or eight years old that might not have a client and it might not be used in in a network that's on site so it may not be scanned from Discovery so you're going to have end users come up to you and say look I've had this this old it's a Gateway how long has Gateway been going right um and you'll need your request for them so you'll you can actually when you fill out that refresh workflow you can search by user and pick one of their assets if you would like to as well um there's the next question looking at it says does ham offer any workflows in relation to the analysis of asset versus asset data so it's not reporting um it can reach out to the assigned user find out why so we do have a report and in one of our work in one of our dashboards um I can I can share my screen real quick and show you because it's a pretty cool um thing because it it actually answers the exact question that you're bringing up um and that's discovered versus undiscovered assets so I can look and say look these assets here are being discovered but they're in a state where they shouldn't be discovered they're either retired assets or they're in inventory but for some reason discovery's finding them same thing with undiscovered these are assets that are in use but for whatever reason aren't being discovered what you decide to do with this information is completely up to you I've seen some organizations just drill into it and manually tackle these or they have a task flow that they'll they'll create that will be initiated so as soon as an asset and we put I think I think it's 30 days or seven days I can't remember what the threshold is because we give a little bit of leeway because you're going to have assets that are returned part of reclaim that might have been discovered yesterday but they're showing in stock in use so so we do we do have reporting on that but we don't have automation behind that we do have some other things that we do from a data perspective but keep in mind you know data quality is improved greatly by ham but it's not the responsibility of him right you still have to manage your data you're still going to have to ensure that you know there's certain fields that can't be you know you can't discover um so you're you know like purchase order you can't discover a purchase order now if you have a process we can give you a process that'll help you catch that purchase order information and then we've got this important action up here so if you are missing manufacturer location acquisition method right here's what I was just referring to is purchase order right so when you log into your dashboard you can see I've got 451 assets that are missing a purchased order and I can pull this data up and once again we can do the analysis but what you decide to do with this data online with your data governance and you can see a lot of these are business services so you're not going to have a you know essentially Appeal on a business service but you can you know like any table you can filter that out and you can dive in to look for actually like hard before assets like a like a server server should have been purchased under a PO and you can you can tackle that information there and track that back um the next question is the out of the box flow that has sourcing of the request level is there a way to make that happen on the requested item level so the requested item would be Associated to that request so if I put in a request for three different things when I do the sourcing task it'll show all three things that were part of the request so to your point each item will be on the sourcing task because you may have somebody may come in they they you know they go and they fill their card up they request a laptop a monitor maybe a keyboard and when we look at the sourcing task we may say well the keyboard's in stock but we have to buy the laptop and we can transfer the monitor from another location so all those activities would come off the sourcing task the next question is we are not planning on including grid and re location for data centers at this time that's not in our current roadmap it's more of an item functionality we do have something exciting coming in in uh in Utah around Island space for stockrooms so any asset that's in a stockroom once you do Utah you can now put aisles and spaces in because we're once again we're more focused on the assets the data center stuff that's more of an operational thing and that would be made for me by Tom um the next question is and Michael just there was a follow-up question on from Ben on what you talked about about um sourcing occurring at the request level there way to make it happen the requested item level and what if it needs approval first absolutely so you can't Source an asset a source of requests until it's been approved approval is the first step we do see a lot of organizations can automate that so it's if it's under 500 it's Auto approval so if I have need a mouse no one's going to question it it's automatically going to go for approval but you won't be able to Source until it's been approved you're right um so the next question is around how do the ham States and substates align with the CI status um and the csdm license we've we're we've managed our states and substates to align with uh common service data model there's documentation online you can look into for csdm you can see all those mappings there we've we've accounted for that so all of our states and substates for the asset and the CI the synchronization there all that aligns with the new csdm um and you can look into our documentation on cstm but there's too many mappings to discuss and this isn't the forum for that but we can definitely we have that plenty of documentation around cstm and then the last question here is can you share more about the user interaction with servers and asset management on a zebra handheld Android scanner so it's the same mobile experience that you have um we have once again tons of documentation on our mobile app or asset um uh an asset we have two different mobile apps we have an employee app I can go in as an employee um then I can look at my assets I can submit a request I can go to the catalog and ask for things I can submit an incident against my assets that's what every end user is entitled to with our remote app is part of our base I TSM license from a asset management perspective any user without him can look at their assets they can see what's assigned to them from a ham functionality we have a mobile receiving that can be done you can receive if you're a remote worker you can receive your assets from home um and and so on and so forth from a fulfiller app on our mobile app you've got the ability to do receiving um from and once again when I say receiving whether it's a tablet phone any iOS or Android device um Can can work with our mobile app if you're using a zebra scanner for example it's nothing more than an Android device it's a really fancy cell phone or or tablet for lack of a better description um but you would disable the camera feature on the zebra and turn on the the scanner so you wouldn't be able to do QR codes but you would do standard barcodes perfectly and then um you can also do audits um disposal scanning and stuff goes out the door as well and you can look up and create assets as well um with the mobile mobile app and I linked to our previous webinar we did where you can learn more about that and more with uh Michael Smith and from representatives from zebra yeah and that's with uh with the RFID solution with the radio frequency tags so the last question so the app based on role what we have I don't know what you have um but when you go at ham there's new roles um uh but they they align with the standard asset roles that come with itsm great and we have one more question that just popped in um from looking at the community post on this topic the sync is not bi-directional between CI and asset States and there are discrepancies between all the state-related fields even with the csdm lifecycle yeah so that would be for our csdm um we don't we're um consumers of the common service data model we're not we're not responsible for it there are dependencies on that you're using the out of the box if you're using custom States and substates there's a lot of issues with that as well um but I'm not one of the csdm experts across the board I would I would definitely um look into that from from a cstm standpoint and what ham is ham Pro it's Hardware asset management and we refer to it as ham just because it's easier to say a thousand times ham as opposed to Hardware risk management but ham is a um is a licensed product that um that you would pay for it's not part of any other package it's its own thing we haven't bundled it yet we haven't grouped it with anything else so there are some other products within the servicenow platform that do leverage a couple hand feed teachers but those um I don't know about stuff I had it they're hard to keep track of but um FSM uses a couple hand things but it doesn't give you full hand access I should call that out but for the most part is is yeah Michael brought the perfect slide here um ham is the the stuff in the green um similar to software Asset Management with Sam um Sam both of these build off our base Asset Management product but we're giving you the normalized data we're giving you all the optimization and automation that comes with their flows and a bunch of other really cool features that make it easier for your Hardware Asset Management teams to get out of the data management business and into the asset management business yeah if you are a customer who's currently using some of the asset management features in our itsm and um you know you're curious or want to learn more about and Hardware Asset Management slash ham Pro I encourage you to reach out to your account teams and uh we'll be happy to talk more about that foreign wow that was a great q a um this is our last live event of the year of 2022 and so really happy to go out with a bang um of course today's webinar will be featured um online so you can re-watch it um as many times as you want and uh there are also another a lot of additional resources here um you can see these white papers and user guides that Victor will be sharing in the chat that will also be on the event page and also in the community portal um so we encourage you to review the community portal and check out what we have available for all your hard drives that management needs and of course the trainings are very important as well um make sure you're taking those trainings and staying fresh particularly as we continue to release new family releases if the item Community is really your best bet at the first place to start um there's a number of resources just right on there listed in order for your convenience um in addition to other helpful documentation so we encourage you to check out that item community with that thank you very much for joining our last live event of the Year thank you Michael Smith for walking us through two demos um hope you give your voice a break hope this was helpful um and we hope to see you in the new year at upcoming Live Events thank you very much