all right hello everybody uh welcome to the servicenow how to Clinic series my name is Corey zahora and I am a solution consultant focusing on strategic portfolio management or SPM uh with servicenow so thank you for joining today's session on aligning strategy and work with SPM this clinic will give you an idea of how you can best Implement and utilize SPM in your organization we've got some slides to start out with and we'll be mixing in some demo use cases as well so without further Ado let's get started just some housekeeping items here uh this information is privileged and confidential and we also have a safe harbor notice for this as well so before we jump in uh We've created this slide to give you links and resources to best help you along your SPM Journey at servicenow we love providing as much detailed information as we can so our customers can really grasp how to best utilize the platform so on this slide you can see at the top here that uh underlined strategic portfolio management that's going to be a link that's going to take you to servicenow's SPM page and then we have three sections on the left here I'm learning an enablement how to implement and grow a DOT adoption each one of these sections has their own a bunch of information here with links associated with each of them and then on the right here we have some recommended training so an introduction to SPM and you know your PPM fundamentals which are going to be your demand Management program or portfolio management project management and Resource Management we've got our section here for now create and then we have a maturity path that you can dive into a little bit to see how you can grow SPM within your organization um so make sure you navigate through the slide to get all that detailed information uh in today's session we'll cover three main topics beginning with how you want to start your SPM implementation we'll cover some key Concepts and skills for using SPM standard we won't go into the pro version today and lastly we'll look at some best practices and additional resources to guide you on your SPM Journey as far as today's agenda goes we'll start by looking at how we can align our goals to work and how we can become more strategic with our SPM Investments we'll then do a couple workshops detailing demand management and project planning and finally we'll look at next steps for how your organization can actually apply what we've covered there will be some plugins that need to be installed in order to take advantage of the features that we'll be looking at in our workshops today for demand and project management I'll go through these just briefly though so please make sure you go through the slides in more detail to know what to install so first we have activating your project portfolio management plugins we've got then the project portfolio management plugins we've got some PPM Suite plug-ins this is just going to enhance project portfolio management for your organization we then have our demand management plugins our project management plugins and then last but not least our Resource Management plugins so now let's jump in and look at how we can align our goals to the work that needs to be done so what are some best practices on how we can align our goals to the work well first you really want to make sure that your Enterprise goals and targets are defined before they're linked with the demand if you have no Cycles or targets you're not going to get an idea of a Direction let alone demands that need to be accomplished in the context of project portfolio management or PPM demand management is really understanding how you can leverage different demand types fields and process flows so you can quickly route and align work to really understand what needs to be reported on and understand what sort of metrics are driven and what areas of the business really need work to be focused on um assignment groups don't really have to map one-to-one to your organizational structure this is something many customers do struggle with but understanding the assignment groups can be a logical model of who will be doing the work will enable you to design a better process flow within your demand management practice you also need to understand that it's important to carefully choose the various stakeholders by demand type and point out at which levels are they engaged within the business so understanding at which logical point in time a stakeholder needs to take on a specific assignment you can also tailor assessments to various business needs and demand types to drive those apples to apples uh conversions enabling uh careful approval usage will also help to streamline the overall process over or improper use will cause bottlenecks in your process so making sure that you have an appropriate approval process will enable you to be even more efficient with sbm and demand management and don't be scared of ideas servicenow offers a fantastic idea management module that provides a lot of visibility into the early demand Pipeline and provides an understanding of the true level of demand it's a really useful data point for executives be able to view we won't touch on this today unfortunately but again it is a great system to use and accepting work into the process should not be seen as acceptance of that work for eventual execution so this means that you should always keep in mind that any sort of intake stream should be evaluated whether by various key stakeholders or by your demand or project manager in today's world of digital transformation it is no longer enough for executives to wait to be invited to the table with the business Executives must evolve from being measured on how much they spend to be measured on how they contribute to the profit and success of the business so how do we align our goals and work acting as the executive team we are currently assessing how we are doing in our efforts to achieve desired business outcomes we've moved away from traditional annual planning tools and are now using real-time top-down continuous planning and delivery capabilities provided with servicenow servicenow also enables workers throughout the entire Enterprise to work effortlessly effortlessly across teams silos and systems to manage their strategy operations Service delivery projects and applications on our platforms single system of action uh We've really developed our platform to provide insights for planning on a continuous basis and adapting to changing priorities so decision makers have real-time visibility into application and project data to make informed decisions continuously not just on an annual basis and they can ensure output of work is moving the needle on business goals for example improving customer satisfaction of an internal application that is affecting a strategic outcome so what is demand management well we've defined this as a solution that centralizes strategic requests and automates the steps in the investment decision process we've we've really made it so you're able to prioritize the right work for any products or Services your organization offers you can Define the goals based on a top-down strategy with centralized demands and ideas anywhere on the platform leveraging demand management so with demand management we've been able to provide more insight into your organization streamline processes and simplify how your organization does work uh now we're going to get into a workshop exercise here to better understand demand Management in just a second uh but before we do we want to get a fundamental understanding of demand management as a whole so the the objective of demand management as you can see on the right here is to centralize and focus on business and I T demands we can also structure and rationalize the decision process for new products and services and facilitate project initiation for more efficient execution the demand screening and capabilities of our demand management module involve assessment through questionnaires work alignment on goals and strategy through demand arbitration and prioritization and demand grouping through conversion to projects enhancements and changes ultimately leading to a demand being a very flexible entity so why servicenow well because servicenow offers a multi-faceted way of making sure that you can submit those ideas into bands through a single portal you can also directly link your initiatives whether their demands or ideas to various projects software development initiatives or anything a part of your service management change process so now we will get into our first workshop on demand management and what I'm going to reference in this Workshop is how to easily see and manage your demands how to build out a demand business case and how we can anticipate resourcing cost estimates so let's dive into the platform all right so I am a demand manager on the platform and as you can see here we have our demand manager dashboard pulled up now the nice thing about this dashboard is that it gives you a high level overview of the information regarding all of your demands so you can see up here that you have the number of new submitted ideas you've got your demand number here and then you've got your pipelines over here for total forecast cost strategic versus operational capex versus Opex demand analysis and then we have down here you know demand submitted not action by state and demand intake trend if you want to get a better view of all the demands that you have you can go ahead and go to your visual task board as you can see here your visual task Port is split into portfolios so scrolling down you can see all the different portfolios that we have Associated here and then each one of these demands is just a little card here it's really easy to move these through the swim lanes that we have so for example at the new hire survey you can just drag and drop this from one swim Lane to the next if you want to get more information on the demand you can go ahead and click on the demand number this is going to pop up the demand into just a small window to give you all the information that you need on it but I'm going to go ahead and open up this demand in a full window just so that we can look a little bit more at what is all included in our demands so at the top here you can see the phases that a demand can go through so currently this one is in draft going down to this section you can see all the details of that demand so what portfolio it's in if there's a program if there's a demand manager who it was submitted by and then of course priority Department if there's a project manager um because eventually you know we want to make sure that these demands get turned into a project if you go to the business case here you can see that demands can be lined up with strategic priorities they can be lined up with a primary coal goal you can build out your business case with the demand in here any risks of Performing or not performing your enablers barriers what's in scope out of scope and any assumptions that you have uh if you go down here to the related links and tables you can see if there's any tasks that are associated with this demand that they're going to show up here since this demand is in a portfolio there are going to be some stakeholders that are assigned with this so you can see all the stakeholders to this demand in this section and then there are some resources on this demand too so you can click on the resources plans here and you can see what groups of resources that we have planned hours the plan costs and of course with cost you can go over and see the cost plans as well if you want to dive into the resources and financials a little bit deeper we can go ahead and do that so with the financials you can see here this is just a summary of all the financials of this demand so we have our total plan costs up here and then down here is just a little bit more detail of what those costs are and where they're aligned to so we've got our capex here and some labor capex as well this table can be shown as a yearly quarterly or monthly depending on you know the runtime of your demand and what kind of data you know that you want to see out of it for your resources we have a similar page for that so here you can see the different groups that are assigned to this demand you can see the planned hours that you have associated with each of the groups and then down here you can see all the resources that are in each one of these groups as well as their availability to be able to be assigned to this demand and just in general so we'll we'll get into the resources a little bit more but we can move this demand through the process because we do ultimately want it to be a project and how we really want to do that is we want to go over to the assessment data and see where this demand Falls you know in terms of risk and value since we are going to try to push this through to a project what I'm going to do is update the risk and value with a low risk and high value to be able to make sure that this is approved as we go through the process here um and I'm gonna give this a higher score as well so after we have all the data input into our demand we can go ahead and submit it once it's submitted it's going to go through a screening process where each one of these stakeholders is going to have a survey to be able to look at this demand you know kind of see the value of it the risk of it any of the cost plans resource plans associated with it and be able to make a decision on whether they approve it or not to go through you know the process and this is where you know servicenows workflows really really shine because we have this all built in out of the box there's no configuration that's needed for this this process is is pretty streamlined for your organization so we're going to bypass that survey and say that you know everyone is happy with this and then we're going to go ahead and qualify this demand all right so now let's move to qualified and if you just want a better view of all the demands that you have to see where the risk and value are you can go to your demand workbench and you can see this graph here you know with your accesses of risk and value and you can see these bubbles here of all your demands and see where they lie in terms of risk value and you know how your organization wants to fund them all right so we're going to jump back into the PowerPoint here and just kind of go over what we saw so to summarize some of the key takeaways that we've gone through as it relates to the exercise when it comes to demand management it's very important to align these strategies and goals to the work that you're doing you want to make sure that you can prioritize work effectively for your organization which ultimately enables you to reduce projects that are dying in flight and become more strategic in the work that you're doing you can also leverage surface now's automated workflows to become more efficient as we've seen in the exercise where you'll be able to leverage multiple stage Gates and align the business needs to the work that's planned and ultimately you're always you know you're always going to need to communicate communication is key with the various team members because a project during an initiative within a business you know it doesn't involve a singular person it involves multiple stakeholders multiple teams and multiple bodies of work in order to successfully execute and grow your organization so this is ultimately you know enabled by servicenows demand management but for further continued in project management uh which we'll get to in just a moment here so our next Workshop here is project management uh so servicenow provides a single location for managing your projects projects are typically successors to demand on the platform we help teams maximize the value of projects and products they deliver by aligning their work to business objectives so we'll be reviewing how you can easily you know do this with another short demo all right so now I am Paul Martin a project manager and this is my project workspace you can see here that I've got all you know my projects pulled up here but you are able to access all projects if you need to need to do with each of these project cards you can see the status of the project you can see the title who it's assigned to start date end date and the status colors here we have green yellow and red green beans the project is moving along smoothly yellow means there might be some cause for concern and red means that there's something that needs to be changed or updated or addressed so if you want to get some more information out of your projects you can just go ahead and click on one of these cards and this is going to open up your project planning console so here you can see this as kind of a standard waterfall layout with all your objectives for the project you can see that this is laid out too very nicely and then there's dependencies State you can you know update this as much as you want if since this one had a red status we can actually dive into it a little bit further and we can get a status report on this project to see what the issue is so in the overview section here you can just get a good idea of the project and information on it scrolling down you can see the summary you know costs resources that are planned and actual and then you can see the current status of the project which overall since it was red looks like we need to adjust resources based on a new scope and the scope is that new stories have been added to account for more new hires working from home so that's something that the project manager can address and as they move through you know the project itself this can be updated and resources you know can be assigned to be able to make sure that the overall status of this project is green and healthy uh but this page also includes you know status history key Milestones risks issues decisions actions and request changes and something that's new with Tokyo the Tokyo release 2 is that you can actually export this status report as a PowerPoint so and you can build out specific templates of how you want to show the status report so if you need you know to have a meeting with your pmo team or any key stakeholders in this project this is something that's very easy to do to provide the detailed information that you would need if we go over to analytics on this project we can also see some more information on the project itself laid out in graphs and a little bit more detail so here we have the phase status percent complete time elapsed stories by state tasks resource and all other information regarding this project if we want more details on what work is being done we can go to the details section here and this is going to be similar to the demand page so we can see you know what phase we are at with the project the dates details business case so this is lined to strategic priority or primary goal you can see all that from here if we go down to our related links and tables you can see that there are project tasks that are assigned to this project and you can see what you know percent complete that there are with those tasks you can see all the stories that are associated with this project so this section will show you know project phase the Sprint the points uh what assignment groups and who they're assigned to uh we also have our resource plans here so similar to you know the demand management page where you can see the groups planned hours plan costs you can see your cost plans and then of course you know your monetary benefits and non-monetary benefits with this as well and if you want to see time cards so you know all your resources that are doing the work for this project you can go ahead and see those right there but if you want to dive more into the actual resources themselves um you can go to the resources Tab and similar to the demand page you can see all the groups that are assigned to this project how many hours if they're allocated if they're planned if we need to request more resources we can from here and then also you know you have all of your resources within the group and then you can see their availability and then if you want to dive in a little bit further to your resources you can also go and view the user themselves and this is very handy because you can actually see the user's roles um there are groups that they're assigned to and if they have any special skills that you need for a project so you might have a group that has a bunch of resources in there but not all of them have a skill set that you might necessarily need for a project so this is a great way to you know make sure that you're effectively using your resources for your projects you want to make sure that your projects are completed more efficiently and then of course you know at the cost that you want so we're going to go back to the slides now and kind of reflect on what we saw with that so what did we learn from this exercise um we saw how we can tie all the work that we're doing to the specific strategies and goals of the business we also saw how you're able to manage all of your work in one central location rather than having to navigate through a bunch of different screens and a bunch of different views in order to allocate resources to view a status report of the project or to review a summary level information um you're you know your people matter we we saw that you can plan work in a way that will enable them to be successful by ensuring that your resources aren't over allocated and we understood who has the capacity to take on a project initiative and make them successful in that sense you know you really don't want to overburden your various resources especially if you have resources for certain skills you know that are only needed with certain projects uh service now provides ourselves with our out of the box Automation and workflows so as you continue on with the execution of a project workflow it will then become imperative to drive a lot of cost savings and a lot of time savings uh when it comes to any sort of project initiative or any sort of strategic initiative it's also important to continuously monitor the work that you're doing to ensure that the outcomes are being met meaning our platform gives you visibility and transparency into the work that you're doing you know via the reporting or dashboarding that we saw and of course communication is always key you know you're always going to need to communicate across the various team members within the project and with servicenows workflows and streamlined processes at your disposal you know we we enable that communication to become much more fluid so now that you've seen a couple of examples how servicenow can help the organization manage demands and projects let's look at some next steps well some of the recommendations and best practices that service now has is to begin with defining an overall process serpicenow is a flexible entity that will fit and mold to your defined process meaning that once you set up a protocols for project delivery you've defined how you'll leverage demand to your scope of work aligning to a business strategy means prioritizing work to strategic initiatives and defining that process and it's best to take a phased approach using our demand management project management and project portfolio management they all give you the leverage to utilize any methodology and help your organization become more agile so it's really up to you and your pmo team to determine your overall phased approach to the product and service now and you'll see here that we have a typical maturity model with our project management solution as you can see we've labeled it in levels or as a crawl walk run so understanding that at the crawl stage so understanding at the crawl stage projects are ultimately used to manage demand delivery and project reporting enables governance then as we begin to mature into our walk stage We Begin seeing various practices growing processes so maybe a program gets developed in order to combat this sort of initial project initiative so we can become more strategic or maybe a prefer a portfolio comes into play to become even more strategic and by the time we're running we're most mature with our workflows to help our processes we can then have that full visibility to monitor projects track our plan track our plan costs against actual costs prioritize our portfolio against the Strategic execution Drive investment decisions across the business and ultimately enable your organization to become more strategic and lastly here we have some additional resources so on this page we have our servicenow SPM resources we have information on an upgrade kit we do have documentation and release notes and upgrades of the latest two releases so today we've been primarily focusing on Tokyo but uh we did put the San Diego Link in here too just in case you're still looking to upgrade to that we have our now at work on demand broadcasts as well as an overview demo on demo now and then of course you know the product page for strategic portfolio management we have some agile resources here that you guys can look at so just an agile solution overview and then a couple of videos on I agile and safe we have some PPM resources here so we have a solution overview how to install PPM and then a value Talk video on PPM and then we have some additional resources for demand management so the demand management solution overview the white papers on demand management and then a couple of videos for demand management as well well that is it for today um thank you for watching and make sure you check out the provided links if you have any questions please contact us um for you or your organization we really appreciate the time that you took today to watch this how to clinic and thank you and we will be seeing you soon