yeah John for uh USC we have we're off um half day Friday or half day Friday and then we're off until the set third so we get to enjoy a nice long break yeah good deal yeah very generous yeah and you're doing some new stuff over there too this year right uh as far as service manager related yeah yeah no we're knee-deep in uh csdm so this forum and and any of the my contacts from this forum have been really helpful so thank you anyone well it's a small group but there are people that from this group that I've been in contact with and have been really a big help you know as well as you John so thank you for putting this stuff together and then we're doing a service catalog portal refresh project on getting some ux designers and researchers to engage with our customers so me personally I'm very excited about that because I'm really about the employee and customer experience as you know from the conversations we've had good deal yeah I'd love to have you on again next year to share some of that that'd be great yeah hopefully a lot of people are trying to get there and figure out I've been having a lot of conversations about what those teams look like that are delivering uh would be interesting conversation well we hired we hired two um dedicated service now developers just for the cmdb and for ham Pro moving into Sam Pro maybe and we also hired two itsm analysts so that's how important this is for organization because we're looking at not just I.T asset but we're looking at Enterprise assets oh excellent yeah and that's kind of you know phased down the road but but that's where we want to go good yeah yeah I'm seeing so that government like they're starting to manage things like uh radios and vehicles and things like that in the cnbb I'm like oh that's interesting it's but I guess as long as you can scale it once you get it going you're good that's right that's right all right we're gonna kind of keep it light today I just want to share some stuff with everybody on what we've been doing this year and kind of get your feedback on what we do next year so really going out and making sure that we're hitting the mark and then um and then you know I'll share some of our ideas internally with some content planning and what we're what we're thinking about and um I'd like to really just open it up especially being with such a small group here it'd be good just to open it up to everybody and hear thoughts and make sure we're not going off in a Direction that's not useful so if you are I don't think there's anybody is anybody new on today for the first time everybody's been here before if you are new um welcome first of all and there's some links there's you know the four big links here that are in this deck and I always provide the deck afterwards uh but there's a way you could come in and join our community and that's where we share any content so whether we're building code or you just getting a deck I think that's mostly this year of what's been useful is hey there's a slide that's really really useful for communicating out how we do something to a different team to kind of bring them on board I have the YouTube channel and then we also have the link that most of you found because you're here today but the registration link for Zoom it's now a static link and this used to annoy a lot of people in the group where they every week they'd have to find out what's the link to today's meeting so what we did is uh marketing helped us Adam we now have a static link there's also a shared instance and one of the things I have to do for next year I think is work on that shared instance a little it's a little bit slow right now because a lot of people went in and did things on it but we want to we want to enable that so we want to if it's a Sandbox and somebody did something that's slowing it down we should be able to recover from that and kind of maintain it so you can get onto that shared instance now but just it is a little slow and I think Mitch you sent me a few notes on that so those are all the things that we provide as part of the Forum and our our vision here is to we used to be all about the digital service park but we want to look more broadly and we made that decision earlier this year that we want to really look at digital transformation in general and it's a lot about the the data model but it's also around the operating model right how do all these things come together to kind of give you the nuts and bolts to do that transformation so our mission here is to give our members that ability and to understand what other members are doing so they can drive that within their organizations and then we're going to share as much as we can like I said a lot of times the sharing mostly this year it hasn't been a ton of code but it's more around the um you know how did you do this or how did you do that doing little demos here which we'll talk about some of the demos and some of the ones that we've had contributors for so it is my whole team now so I used to do this on my own when um USC and UC Davis were the first two people that we actually had on a call so those were the first two members that we had and uh so now it's uh it's grown quite a bit so the team does help me manage it which is great so it at one point we talked about maybe getting a committee going sort of like some of the other snugs do hey Peter say hi hello I got your picture in here later so everybody'll see Peter again and then uh we are keeping these as bi-weekly meetings hour-long meetings all right so today what we're going to do is um do a year in review I'll go through some stuff and I kind of put it together in the form of metrics and some trivia so that we can go through and just come off mute for that because uh it is it is a small group or if you're not comfortable with coming up mute you can just drop it in the chat and then um I'll talk about some some ways that we're looking at the content for next year and and get your feedback on that and then Peter anything you have to add in on my slides we're a small group today I think a lot of people start vacations so you could just jump in during the slides too let's keep it really informal today all right so these are the uh I got a couple metrics up here just on our membership so we're over a thousand members and most of those are customers I'll give you an actual account of like who isn't servicenow and who is servicenow in that Bunch so I'll give you a little bit of breakdown of that a little while uh we also have our community so there's a lot of hits on those articles but uh right now our registration's probably up around 75 people actually register so that they can get information from that Community when it's posted uh YouTube channel is growing a lot we're getting a lot of hits on on our videos so when I counted back in November we had over 12 000 views on the videos that we posted this year and um and this was when there's 20 meetings out there so I think there's 22 meetings on there now in our shared instance we continue to accumulate admins on there so we do have to like I said do a little work on that but a lot of times when we present back and we share that instance any admin can just jump on there and say oh wow how did Mitch configure that right so that's the benefit of that shared instance is that you don't have to say hey here's an update set for what I did in my instance you can just drop it on there and then not have to be bothered with the portability of it or anything just tell if they want it they can go get it right all right so what industry has the most Forum members any guesses either come off mute or drop it in chat so when you think about all the industries that work together any guesses here I want to say manufacturing but my gut is we don't track that yet and we do have Manufacturing in the track list I'll show you the track list oh sorry go ahead Patty I I think education since you started a lot yes so education is still our biggest um our biggest industry that we have on here so and it was 100 for the first year and a half was higher ed right because that's that's where I covered at the time so we are still about 35 at the beginning of the year we're 50 just over 50 percent higher ed so we're starting to get a little more Diversified and I'll show you some metrics on that a little bit foreign which servicenow account has the most members any guesses the state of Michigan they're up there I saw them in the top view it is higher ed also UC Davis has uh yeah 15 15 people that have been on our list and haven't been asked to be removed yet I don't know if there's anybody from UC Davis on today but they're uh they're still the top one and I think um I think second might be the state of Montana right now all right which state after California has the most foreign members and this is this is all of the companies in a state I'm gonna say Montana just because you said Montana [Laughter] [Music] any other guesses all right we'll go first we're going New York New York Texas Texas I was going to be my guest everything's bigger in Texas there you go up for Alaska Alaska is bigger than Texas oh not if you live in Texas everything they'll tell you if you go to Alaska they'll tell you Texas always says we're the biggest but we've got them beat by Miles so I believe that so in that list the top 20 when we look at these uh these Regional groupings I do it at the state level um if we go down to like uh 22 and 23 we have Ontario Canada and Dublin Ireland in there so we are starting to get some more of those um you know outside the United States it's pretty inconvenient for time now so um you know we do have contribution there in Germany I think is down the list a little bit we are starting to get some members and even some presenters from uh from those different regions to some of the guys that presented on our forum for the um csdm implementers they were from the Netherlands so so we are getting spread out a little more so here's some of the more detail I still don't have a good idea here this is this is really useful for um I think most of people still land in this area and kind of I.T operations and then service management developers and Architects but I think we do we are starting to get some Enterprise architects in here and not just the solution and app Architects that we had on pretty early and then also some people from the PML or SML and then even some um some cios and ctOS that we've had on from time to time depending on the content so it's been nice to that was part of the goal that we talked about last year when we did this same meeting and we talked about content was how do we be more inclusive in all the people that are looking at service management right instead of I think a lot of us felt pretty pocketed like it was I'm trying to do this csdm in a bubble and I'm trying to push it out to everybody and I'm kind of clapping with one hand because I don't have a lot of support outside of what I'm doing and then like Mitch your perfect evidence there at USC right where you know you've been pushing the csdm for years and now it's it's finally gaining traction right that like all the way up to the sea levels know what we're doing and and why we're doing it and looking to build the operating model around it so I think we're starting to get more here but when I talk about the content later we'll we'll talk about some ideas we have to get there okay so here's some of the other Industries and um some people looked at this list and they're like wow why do you have those separate like some of these I probably don't do the best job I've been doing this manually so I probably don't do the best job consolidating these but um you know maybe if I have you know Peter Rachel everybody look at this maybe we can kind of work on that a little bit for next time yeah especially as we're going to verticalized markets next year I think it would be really nice if we separated that out to match you know where we vertically going and then you know maybe sub components underneath that yeah that's a really good idea because then as as there's specialized things for that that industry um you know they'd be at least grouped together so if we wanted to break out for just health care just manufacturing we could do that absolutely cool all right and then I think on here I had so this is today right and um if we go back I had I did have a copy back all the way back in June June is when we really opened this up and we started letting people know that hey we have this um this available so this is we started doing some advertising so we grew quite a bit and we really stretched out in terms of the industries that we're covering so that's why we're getting that diversity in there I think it's great because like a lot of uh the government tends to be a little bit behind education has a lot of thought leadership there then there's some Industries like uh like manufacturing and maybe energy that that are pretty mature Healthcare I see a lot of really mature like digital product digital service teams uh so it's good to get that mix of Industries and uh different maturity levels in there we just need to get more people talking next year anybody have any other comments on this slide okay and there's our there's our regional distribution too so it used it was all California for the first two years I would say um or at least like 95 California so just like we're diversifying from education a little bit more there's some different versication uh regionally there all right all right so this is a kind of tough because you know to name the actual meeting that we had that was the most viewed but um any idea who our speaker was in the most viewed I'll drop you again if nobody has a guess John no wasn't me Scotland close Scott hasn't presented but you're warm so this was our our biggest one we'd had um yeah over 2 000 views on this video since May so this was uh the talk that he came in and he was discussing about product models and how that the product models are really going to be the center of the it operating models and the ownership um so that that was a really good conversation I got a lot of that myself yeah John not to believe this but I would be really interested in in circling back and having someone present about how moving to this product-centric model is going to impact how organizations have been typically delivering their services because it's been really focused either around services or around applications right yeah so just kind of food for thought so yeah I think that's what you just said was a key part of that like with a digital product it doesn't care it's it's kind of obfuscating applications and services so that we don't care it could be an application it could be a service it could be both I think it will be disruptive though for people that are have been so focused on thinking about services and not be able to wrap their mind around products and kind of helping them with the ocm around that and so yeah I agree the people that did make that transition are now all about services and they forgot about applications right or trying to pushed applications down beneath services now we're asking them to transition to this I think in that world though like the product just becomes it's already a service so you just call it a product instead of a service in a lot of cases but yeah we'll get marketing and get some more commentary on that yeah that'd be cool thanks and John I think um when I think about my customers I'm you know I'm an Enterprise architect I should probably come off on video since I'm serviced now apologies I've been a little under the weather so I'm not my Norma a normal self a happy self but as I look at you know I deal a lot with manufacturing customers and when we look at how the platform and how we use the common service data model as we get outside of I.T and we start working with our customers there's products that they work with on us that's in that cell consume that we still need to think about and all that Foundation data at the bottom is key as I'm you know working with those manufacturing customers they've you know tried to follow csdm and they have forgot that Foundation data and when I go in and I look at what they're doing they're like well we just created our own thing called org I'm like why aren't you using the business unit because that's the line of business how your organization runs and spends money that's what customers buy from I mean so we'll need to start thinking about products from the customer when our customers customers all the way back yeah Rachel we actually couldn't use the out of the box location Fields because of the way we're structured so we're we're renaming it calling it cost center because every Department unit division academic unit has a cost center so it's cost center name with cost center number we'll see how it comes out I was just going to go down that route too I'm working with a customers doing that same thing cost centers become one of the primaries because we're doing one a clusting model that that is going to be related to the cost center but also a chargeback model that's going to be cost center so that ideally we'll be able to structure kind of a portfolio that has that cost center in mind which sometimes aligns with the organizations and sometimes organizational structure and sometimes it doesn't sometimes it's a bunch of them jammed together that's right and that's where a lot of my customers I do business unit as a child of company with cost center because every line of business is accountable for something people technology equipment whatever it is and then the location just becomes a subset of that because you might have at one location five cost centers yeah operating models too that's uh and if there's anyone on from the federal government the business unit and cost center if you need help with that happy to help you um I found a way to be able to pull from the Department of just not Department of Justice that's for the security modeling from the U.S department of Agriculture they have a financial services that they give every government agency an accounting number and it's 16 digits that you can break down and build your whole company and line a business model with sweet it was magic it was like Christmas for me this time last year when I figured that out good deal all right so I'll go I'll go through go through what we've had this year so this way I'll kind of put everybody in the right frame of mind for what we might do next year but we did have in the beginning of the year we had a bunch of Architects on so Peter came over from Inspire uh Craig and Janet came over from esri and were able to share what they're doing on the Enterprise architect front with the platform uh so Peter as Inspire has a tool that they use for Enterprise Architects so they were able to show that and uh that's in our shared instance too so sometimes I demo that as well and I think even Lou demo Lou from San Diego came on and demoed some of the free Lucy product he's using from in-spot to build his models then we had uh Martin and Aaron from our uh risk team come in and Andreas from Centura Health came and presented on how to use the model for doing risk and I think they on this one too I think they also talked about um Dr so cyber resilience all around so so it was interesting uh conversation because he's coming like everybody builds that csdm for a different reason that's why it's so hard a lot of times right is people are looking at it through so many different lenses so a lot of us are familiar like my area of comfort of courses around the operational stuff the incident problem change right but he's looking at more of risk and vulnerabilities and security incidents so it's um it was an interesting conversation because it's slightly different way of thinking about the structure that he comes at it from and then we talked about modeling in object storage so this is uh we had Kaiser on talk about this and what they were doing and how they were creating some of their services and um and the destinations that you talked about in in the core model before Rachel so they were they were great uh great conversation on that one uh this one Cassandra came on and uh she's from El Paso County she came on and she talked about one how she did her service mapping so here's all the infrastructure it's mapped to that Central service and then on top of the service mapping she also talked about a very uh the high level View and DPM like how we how are we enabling reports with these data models which I thought was a really good tie-in because we get so caught up in the infrastructure and it's hard to walk back to that service to that point of value and she did that for us in that presentation I thought that was really good then we had the esri team come in and talk about I've been working on this personally and I hope we talk more about this next year but it's when you're actually providing a service for um for somebody that owns so much property like a university or like higher ed or even energy and utilities I talked to a manufacturing company to your point before Rachel that that had 350 facilities 350 different plants and um and this becomes really important is that geographical component of where you're rendering the service so whether it's inside of a plant and it's behind hey it's the drill press behind this lathe on the factory floor or it's um you know in City Hall in the fourth floor in this cubicle right so that I think that geographical that GIS component together with the service delivery is super powerful and I don't think we've done enough to combine those those things together so there's a new GIS Department in a service delivery department that work independent but they haven't really come together to do you know both I think that's going to be huge as we get outside of it I see that manufacturing as you've mentioned if I look in the federal space and where did they do things at you know things you see on the news imagine being able to put that geographical in I mean it just I picked we always say a picture is worth a thousand words that one blew me away yeah the other part about that too Rachel is uh and I think this is what Mitch was talking about before like let's say you want to enable people to do work um we'll just take USC for example right we want to enable somebody to go up and fix a water fountain on the third floor of the uh the medical building right the medical center so so what you have to do is if you have a map and a lot of people do have their indoors Maps built in their esri data set and you click on that water fountain when you click on that water fountain not on that geographical component it has the water fountain description basically it has the asset record regardless of where that asset comes from and it also has the geographic location so with those two things you can create a work order and you can populate the the description of the water fountain in the work order text or you can dynamically create that in-service now if you want to do it that way so it gives you a huge extension in terms of using the data layers from esri to create create tickets more smarter tickets I guess you said yeah John when I was at Fuller Cal State Fullerton we were Geo tagging the um the various um you know buildings and trash cans and things that we were doing this when Pokemon go was really really popular seriously you know we have to accommodate our students Uh current needs right and it was you know being able to facilitate doing Pokemon go you know on campus so yeah we're doing our pmo Workshop out there yeah oh you are okay okay when you're right when you were doing it right right right yes all right Simon Grace out there together and we did that Workshop that was straight yeah a long time ago it was popular back then yeah all right we have a couple more on here so that I think this trials and tribulations was really good because we backed away from the theory of csdm and we walked into like how do you actually do this stuff and um so we got a couple people in here that really get their hands dirty with it uh Jay from our you know he's doing it at service now so he's really pressed to make sure he gets it right we can't do it right in uh service now we can't do it right anywhere right so he came in and said this is how we operate in service now and then we had um some others uh David Barry and and Eric came in from the field service side and Akash I think two is is on our internal team so we got a good mix there in those two different meetings so we ran this in two sessions and got a good mix from people there Hands-On with these uh with these models okay and then wrapping up here in the last two so application portfolio rationalization Michelle came in and that was more of a an EA session right like how do I look at that big portfolio and say how do we get smarter now that I have now that I know the services we're delivering how do I get smarter about rationalizing this huge application portfolio I have um so I've I've run into some that you know especially at the municipality level where we've got 4 000 applications and um and you know you could probably cut that in half and still do everything deliver every service you're delivering already so I think that was a a really good way to approach that using some standards and then also some things that are not so standard and then we had Dan uh Dan is a guy that I work with on the open group so I'm sitting in the open group with uh Mark bodman and Dan we're writing some papers so right now we're writing a paper that's describing the interaction between an EA and a digital product manager and hopefully we'll have that out next year but he's uh he's really good at talking about the the perspective of the open group on this so all the open group standards how that applies to delivering Digital Services and then Mark a lot of what we're doing for the common service data model is based on that it for it standard or some of the open group standards so it doesn't map directly but we're making sure that we we hit all those components that are in that operating model for uh for the open Group all right so that's all of our outside contributors and then of course special thanks to everybody Rachel you've contributed a lot this year thanks for that uh Jason ran that um that one meeting on the uh on some of the uh governance or csdm implementers and I I know you did it the governance session on yours too so those those are awesome sessions and be able to bring that broader perspective that's not from government and not from uh education yeah I thought that really added a lot to this year's content uh Charles brought some stuff in from I think some stuff he did at Boeing he shared but he's on our team Peter's new to our team so we're super excited to have him a lot of the ideas you've given us on the planning Peter's been really useful and then then we got me I'm even gonna thank myself thank you thank you John definitely thank yourself yes John all right so that was uh that was kind of the year in review all right so this is this is how I thought about you know just making sure that we're we're being inclusive in terms of everybody that's that cares about this and now and trying to get more people to care right like I I felt like a lot of people are coming on and saying look I just can't get this csdm thing going and I think we changed we we changed a lot of that by I think repositioning some of the language instead of the csdm and cmdb which people kind of roll their eyes it's almost like saying governance and you immediately put people to sleep before you you start talking right so we we started to talk about some of the outcomes I think of of cmdb and csdm and I think that that shift helped help help us have better conversations with more of the people up here right some some people that are more of the the business focus and strategic Focus instead of you know us staying down here and talking about all this you know how do we build models for this and that and you know how do we do service desk stuff so we still want to stay here right because this this is in the enabling area but we wanted to also be able to share what we're doing with these other quadrants of people right and um so what I did we put it on initially and of course a lot of my stuff landed down here so what I did is I took every meeting we had and I classified it by how tactical versus strategic I thought it was and how technology focused versus business focus I thought it was right so laying I think laying that and it's just my view right now and like analyzing the content and being on every meeting I was able to take our our meetings from this year and kind of put it on that on that graph so if you look at it now instead of ending up all down here we did push right a little bit right so we had more meetings land here as we talked about portfolios and we talked about um bigger things than just you know cmdb and cmdb Alignment like last year we were real heavy down here but what we didn't do which I wanted to do this year is kind of push up here a little bit more like how do we talk about instead of just IT services how do we talk to Department some department leaders right about how do we get those and I put them up here I I think that's the right place where they're very focused on their line of business uh explicitly right and they're not as much focus on on the strategy uh but more tactically or focused on their specific line of business instead of kind of the Enterprise strategy so I think up here I didn't really see anything where we came in and specifically like hey HR manager chro how do you get value from doing you know structured Service delivery and I think that's going to be huge you know as I've talked to some of our bu's that you know sell customer workflows employee workflows things like that I've asked them to start thinking about you know the data model and why is that important you we use HR there's case management but then there's everything else all those other lot moments in life that matter onboarding off-boarding you get married you have a baby you know all of them you retire one day that's actually in my vision somewhere out there now those are all things that are important to employees and customers so I'm excited about that John that you've thought it that way come on so any ideas does anybody have any ideas for Content up here Rachel if you had any like should we get chro that's looking at this in there or John I I one thought the king of mine when you want to be specific to you know an audience right you're narrowing your focus is is making sure we extend the invitation to the right folks on the call or to join the call right so you know demographing the the market like our our current members say in your organization can you bring people to this we're having or hosting this buy-in bi-monthly meeting can you bring these people to this event they're going to appreciate right yeah and maybe if we get a speaker there or something we get somebody that is in procurement that's using Service delivery to be do better procurement or we get somebody from HR imagine we brought in our own now on now people that do that that's a start yeah so maybe we can Target some content there hey we've got to ask us anything with our P4 coming up I'm going to put that on there help us so and Mitchell just to follow up on that if we were going to do one of these areas how much lead time would you need it in terms of you know forwarding and making sure that they were available to do this right we've been planning two months out is that enough time do you need more time that's a great question I think it depends if it's within my S with if it's within you know you have a sphere of control in your sphere of influence right I think if it's people you work with every day within your department it's probably a lot easier to ask they trust you they're like yeah okay Mitch invite me I'll go for people that maybe are are kind of like ancillary or outside of your really your sphere of control you know especially like in in higher ed if I'm trying to bring in an HR colleague right I maybe work with them once a month it might be a harder sell so John that that appeal like well an HR professional is going to be talking about how they've implemented you know Enterprise service manager or whatever the case may be uh but to try to answer your question you know probably you're going to need at least a month so and I'm thinking experiment and John if we pick let's say one a quarter you know we bring in HR legal marketing supply chain I'm just you know picking four things that way we could plan that out throughout the year just like we do from a marketing event and where there's snugs servicenow user groups or knowledge or anything like that we can just plug that in and help people get the excitement of why it's there um I'll just say one more comment I think um a lot of my colleagues you know I've talked to a lot of people in higher ed the one thing I do see gaining traction more and more is um HR extending uh service management out to HR if that's one Department you want to start focusing on um at least that's what I've seen in my experience with that I've seen that with all of my customers Mitchell when they go do it they had to do it out of a necessity what I've seen like utility customers and Manufacturing customers they're realizing if they go do HR next they can win the heart and minds of every employee in the company and that helps with the organizational change management because we you touch everybody's lives well there are two two of my colleagues funny enough um servicenow was purchased not by it but by HR and so HR is reaching out to I.T going we bought this can you help us Oregon State University throw out a name is a perfect example they their HR department bought hrsd you know servicenow for HR srsd and they're needing help implemented so that becomes a challenge when it's sort of the other way around right yeah that's interesting we had we just had a state by us for Pub for Citizen Services but they're not doing I.T with us yet um so it's it's great to start the service delivery there because you're actually delivering value to the business first like directly you know not not that you're with I.T you're not delivering value to the business but it's it's more direct on those services and then we'll come back at it later and then do the I.T services like asset management and things like that yeah it's you can put a quantitative and a qualitative behind that when you're looking at the whole value of why doing it yeah and I am going to apologize I do need to bounce um happy holidays everybody yeah thanks Rachel thank you Rachel thank you guys so much for spending the year with us and I'm looking forward to next year yeah you too bye and one session that I was just thinking about as we were talking with different topics and it sort of piggybacked off a Rachel's comment about snugs and things like that is um would it be helpful if we did some sort of like let's let's figure out what what parts of knowledge would be good courses that we go to or you know sort of you know try to dissect together um what a good a good um knowledge experience could be based off of role or or some of the tops we've done through the year um you know with people that are here yeah yeah so using knowledge as a platformer or you know uh yeah platform to host these kinds of topics and you know draw draw a crowd from yeah that sounds like a good idea too although you know I'm happy to be very selective in which uh conferences we attend so you know it's always money is always tough for for funding a professional you know development and training going to conferences are you talking about knowledge um like presenting as a group to at knowledge Peter I I always even thinking before like once the schedule comes out that we just walk through what classes or what um attract sessions and tracks would be good to go through um because I'm sure there's going to be competing things and just getting perspective on it yeah it would be good to do that during one of the meetings huh yeah okay and I wonder like if we went to knowledge yeah I guess that would kind of land content-wise on it um more on the practitioners I think we still got on this group right what's what's interesting for me here last year is we did we hit a lot up here like in in portfolios and and EA vetting and and stuff like that so as we got more EAS on the call or we went more to that architecture direction we did push right a lot um you know especially around we did a lot of organizational stuff this year so the organizational and the portfolio alignment I think so I wonder trackwise if um a lot of these on that like running your business instead of you know we don't want to do an HR demo here because there's plenty of places to go for that with big groups of HR people but we want to talk about you know how the service management enables that that HR from a kind of a data and a structural perspective so it's kind of a different angle coming at it right like how does ITV partner with those those functional components oh and it's platform owner versus functional um owner right yeah governance and operations yeah kind of service portfolio or product digital product owner of an HR product right or an HR is that how you're looking at that at a USC Mitch is that they those functional owners you actually have a product or a service portfolio called HR um so no the only portfolios we defined are I.T specific portfolios and then it enabled business services so from the business portfolio so they shared services right so shared services portfolio and I.T specific portfolio but at USC HR is not HR has service now but they are um they are piggyback on our Provost office instance so HR is being run out of our Provost office and I'm assuming they have some sort of portfolio HR portfolio defined within their instance of servicenow and then there's probably an HR portfolio or a portfolio owner for the HR services that works directly with the platform owner to make sure that their HR services are up-to-date published you know and and measured right yeah I hope right so you know but of course when we're looking at onboarding that's going to cross into centrality as well so there's a lot of opportunity to look at those workflows from end to end and how we fit into that and that's part of the project I'm working on with catalog and portal is do bundling of these more complex workflows that involve end-to-end business processes yeah in some of the areas you did work outside of it with though or your risk and security right so those might end up more up here if we get into those yeah no definitely um our security is considered its own organization now not reporting directly to to it but to the Provost or to the sorry to the president but they're very tied into into I.T so yeah that's a good candidate that's interesting so I might have misclassified that one from Andreas that I talked about because his is down here this the Cyber um that one that we talked about with the um the risk resilience right here that might have been one up in that quadrant that I I could have classified wrong because I because that's more of the the risk be you uh using the csdm to deliver better risk practices right so that that one might that might be the type of thing that we use to kind of do like position value non-it value right um well yeah because you can look at security risk but risk is more comprehensive to security right yeah yeah and that's what he was talking about actually too like the risk of putting everything in one data center that's you know can get hit by a flood right so any um so as you start to think about content so I like the idea here that we start maybe bringing in servicenow departments that are using it um I know I know the lady in security and I know um I don't know the people in HR but we could maybe start there up here I think up here as we some of the times the cios came like I had a couple cios in the one where we talked about the to your point before digital products so some cios are looking at that digital product structure and how do we create like a you know instead of uh that that product management officer like an SML they're very similar right there it's just the structure that changed a little bit instead of just having services in buckets you can have apps and services but I think that's when we got some of the cios and see even ctOS uh came in uh when we're doing more of that those types of discussions around organizational models and it's interesting we're saying oh we should do all this stuff differently and operate around the csdm but then everybody says but when you leave everybody's going to have the same jobs it's like that's not gonna that's not gonna work right so when we want to have those conversations about Matrix organizational structures and things like that I think that's when we get these different people and so this is more yeah because we don't really Drive structural changes in organizations that are outside of I.T like HR wouldn't realign because they're doing Service delivery it's really I.T that has to align to move closer to the business and focus on those those business outcomes and like I said these these are just we're getting better at that that vetting component when ideas come through how do we have that building block portfolio and then that service portfolio so we're delivering it in we don't want to deliver 78 travel requests because one department created it another department should be able to use it so those types of deduplications um I think some of those conversations are we really hit those those big technology portfolio owners any more feedback on this you like that way of looking at the content so I I think specific personas maybe if we can start to classify some of the content and get people used to the classification they'll know who they might want to invite to that call because I want to help you guys spread basically spread the word about the business moving you know the the fact that you're building these models is to help support the business better so we want to be able to be inclusive in in of those people in our conversations all right so that's my last one right so we um these are all the things that we're doing in internally in in side service now and then also um you know definitely I think all those sessions that I pulled up with you guys speaking like non-servicenow people we want to make sure that that's at least half of our content is practical things instead of you know theory that we give you in service now so we can get to the Practical side when we bring in those those people on our operations teams and our people from HR or even the implementers that are out there with CSM but we we definitely want to hear more perspectives and and we want people not to be shy and think they have to come with these great things that I'm going to change the world with my model right so um letting people know that we're we're here to bring in those ideas uh despite the shape they're in right like I I've had better outcomes in some of the ones where I came and I just said look this is a stuff that's not working for me or I can't figure it out how did you guys do it right I want to have more of those conversations here and so I think a lot of people too are looking at this you know you get out on YouTube we get tons of hits so people recognize you when you present here and I know a lot of people have called Mitch I know a lot of people called Lou down in San Diego I know a lot of people asked the call like in the videos people call me and say hey how can I talk to this person that spoke on that video so I think it's really great to be able to uh to get your name out there and and what you're trying to do and then finally um on the bottom right we we definitely want better ideas uh we come up with stuff as best we can but a lot of times we I think we missed the mark sometimes on this because we don't have enough feedback from the community John are you considering like a pulse survey of some kind of thing that the you know we can I hate surveys you know big building surveys but something quick pulse survey right to get this kind of feedback you're looking for and maybe more often right just more different more touch points through the year to make sure everything's on track and give people a chance to provide quick feedback yeah Peter brought that up too right Peter and then our last call is yeah how do we do that in a meaningful way like we've created the communities the YouTube channel and then the the invites so that we don't have to spam people because we didn't want to be a Spam machine um but maybe because we're not I'm not sending those bi-weekly updates anymore on email it's all in the community maybe now we can use that that limited opportunity for not being you know not getting labeled as a spammer with uh like quarterly surveys or something you're thinking Mitch no even even like kind of those regular surveys are really sort of outdated from a customer experience perspective it's more checking checking with people at the moment that they that you're engaging with them right so when you go to a website something pops up and says can you provide your feedback or you know was this a good experience um you know maybe if maybe something uh Zoom has that pull function right you know any event um so get them where they're at avoiding too many pulling people in or pushing things out right get them where they're at right so yeah I appreciate it yeah and I've seen it done effectively where there's something maybe towards the front and then you know towards the end or something along those lines okay you know when we did do some of those in there that's why I got some of the ideas for the content is from some of those impulse so we'll continue to do some more of those all right these are just some big things because you know like we're all talking about Service delivery and that we want to measure to manage the metrics so we do have about a thousand people now so we set the goal of next year for 2500 because we are growing at that pace I mean at the beginning of the year I think we're about probably 400 right and we went to a thousand this year for for 450 something like that um so now we're we have a thousand members that were subscribing and then our high point for a meeting was 140 so far um so I talked to Chuck tomasi who runs a big group and what was it 3 500 Peter or something like that so we got a long way to go to catch up to Chuck and his developer Forum but um but I think we are gaining some steam here and getting more popular so that's you need a bow tie John that'll do it that's it I can't do that I'd be too much of a poser if I did that I got to come up with something more unique that's right uh Sean I had to wear a tux last night you know bow tie and formal wear like yeah was that for that musical event yeah very cool all right and that's uh that's it it's been a pleasure this year for me I've I've learned so much from this community probably more than I've done even from all the internal training service now gives me so this uh it's been a huge uh benefit for me to to do this so um thanks to all you guys that contributed to yeah John thanks a lot happy holidays everyone and look forward to a great 2023. yeah me too happy holidays everybody yeah thank you and happy holidays all right right bye-bye