welcome everybody to our Digital Services Forum call the first one of 2023 today we're going to do is last year when we we finished up we had a lot of people talking about financials and that's what we want to start going into today is some financials and we went up some follow-ups afterwards so I talked to a couple people that couldn't present today but down the road if there is interest and this is a topic that we focus in on then um we can go ahead and bring some of those other sessions in and do follow follow-ups and we really want to focus we're moving to digital products in uh cstm5 we talked about a couple times the last few meetings so we'll talk a little bit about that alignment as we go forward all right if today's your first time being on with us if you could just drop your name in the chat and where you're from let me know that it is your first time so we can welcome you into the group that'd be great there's a there's a link on the bottom here and if you if you go to the Digital Services Forum our community page we now have one about and I pinned this at the top of the Forum so that everybody should see it but it's one page where you can go ahead and you can register for the zoom meetings you can go in and get to the Forum home page goes right to our YouTube playlist so these are the four most important links that you'll need in order to participate in the Forum this year I put it all in one spot a lot of times it's all over the place where people are sending me emails this is actually if you go an email from me it's in my in my signature block you'll be able to click right at the bottom and get to this about page so that link I'll go ahead and share that too I'll share that in the in the chat after I'm done presenting here all right so it was flash this up just to kind of remind everybody what we're here for our big goal is to be a leader in digital transformation and have everybody come to this group for that reason and so our our mission is to enable the members to be part of their digital transformation within their organizations and then we share whatever we can a lot of times it's presentations like it will be today other times for giving you code or links to GitHub repo repos or even on our shared instances you go back and get some of the information that we uh that we created for the meeting so it is our Enterprise architecture team which I'm part of and we have four of us uh four other people on the committee besides myself and we we take on all of the content and anything like that so if you do have any content that you want to bring up during these meetings just like I'm responding to calls for Content last year about financials I'll just send it my way or um or some people in your area so it's you have Jason and Rachel and um and also we have we have Peter on here with us too we we do have our main way to get information out in this forum as you probably all know is we have these bi-weekly meetings so this is our our Main Avenue for sharing as much as we can we do have some special events and where we probably will have a knowledge session this year so the knowledge session last time we did a panel I'm not sure what we're going to do this year but we'll probably do something at knowledge as a group as a forum all right so today what we're going to do we're going to jump right into the material now and we're going to go in and I'm going to introduce you to financials and servicenow and talk a little bit about how it ties back to these models that we've been discussing or services so this group is really focused on that core part of service now we're not focused on any particular product on on the platform but the platform itself so what we're going to do is we're going to talk about that first and once I set that kind of groundwork Casey has a great use case that they did Albert Orange County Sheriff that he'll be able to share with you guys to show you how some of those tables can be used some of the base tables and then we're going to go on and we're going to say okay if you really want to go like from the basic level using some of the things as Casey did all the way to the advanced level our our partners from proven Optics will be here to talk about financial modeling and charging on that same core set of tables which is great because everything builds up it's kind of like Asset Management you get itsm you get this this Asset Management basic for hardware and software but then if you want to go professional management and have Auto reconciliation and all those things then you would buy ham or Sam right software Asset Management Pro or Hardware Asset Management Pro it's the same way with financials right you could do some basic things early on but then if you want to go to Advanced there are options to go full on modeling and charge charging on the platform itself and I think we have a couple other people in here that are doing financials I want to leave a little block of time just to bring up your use cases so everybody can just hear them so if you just have a sentence or two I know if we have some people from UC Davis I have about you know 10 or 12 people I know that are doing financials on the platform all right and then we'll talk save a little bit of time for Content planning let me see if I can get this off all right Scott's here so we can start now all right so if if you look at Financial wise right if you look at all of your endpoint devices all your Hardware uh on endpoints all your software on endpoints but also everything in the data center so all of your your UPS gear your servers your network gear even stuff out in the cloud if you take all that stuff together these are all technology assets that you're purchasing in order to deliver value back to your organization generally if you take all that stuff and add it together you're going to come up with about 58 of your financial budget is going to be on these assets and um that 58 percent is what you're trying to squeeze the value out of right you're interested as an I.T organization most of you on here are in it you're interested as an I.T organization to go ahead and take that spend and deliver value so a lot of times what we're trying to do with the platform when you bring in a service management platform like servicenow we're trying to elevate that point of operation we're trying to Bubble it up to the services and that's what we spent a lot of time on we don't want to know how much that server costs it's great we have that cost but the the end goal is to say how much does it cost to do support for our customers or how much does it cost to host that networking shared service or how much does it cost to onboard an employee that's what we really want to look at so if you if you come in and you look at this you look at these different pieces we'll go through a couple scenarios and just to talk through the types of charging and the types of types of ways that people are attaching to the models and so a lot of times I deal a lot of people know I deal with state government mostly so in state governments they have a shared I.T area and a lot of times the same way at colleges they'll have an I.T department but other schools have an option whether they use that ID department or not and so a lot of times what they do is they say hey well we're going to offer app hosting if you want if you have a new app that you're bringing in we'll be able to host it for you and so let's say that workday is the new app and finance comes in and says hey I want the IT department to help me Host this workday so they come in and there's usually a liaison to the department it might be the HR department in this case and that liaison will say okay we're gonna we're gonna need some servers internally or we're going to need even some anything from infrastructure support maybe even we just need single sign-on because there are no servers for workday right because it's a it's Cloud hosted but we need something in our Bucket over here that it already has that they can use to enable workday so what they're able to do then is make sure that workday is being hosted and then there's a usually a periodic charge whether that's an internal charge or not there's some type of charge for that work that it is doing so HR pays back some some amount of money somewhere or there's some agreement somewhere that there's a cost to host workday because of the work that it has to do whether it's from a support perspective or they're managing the contract or they're they're plugging in some things over here to enable workday to operate in their environment okay and the scenario two is similar but this is all internal it's all i t provided so if you look at we want a new shared service so I have all these customers that are in all these different places outside of I.T right when they're going to Amazon I know they're all buying their own stuff so what I want to do is I want to create a new Cloud compute offering I would pass from the shared services area I would say look instead of us doing this over and over again let's just create an offering let's wrap it up and put a nice bow around it so that we can offer these databases in our catalog so here they would go to servicenow they would do their planning they might go out and they say okay now we have to have a contract with AWS so that we can offer SQL servers on on in the cloud right with so now in our catalog we push that back to the catalog and now we have a new shared service that says get SQL Server so anybody can use that shared service and these buckets are what we've been talking about a lot right there's the external Services the employee services those shared services that are these are more your Technical Services in csdm language and then the factory services this is where all the build's happening right so this is this is the dev teams it would say okay what is your factory for service now if we have a new service there or what is your factory for Dynamics if you have any service there or a workday if you have a new service there so they'll there might be several factories that have standard sets of build tools depending on the platform that you're using right so if you look at all these things right there's you're charging here a lot of times these customer services are things you're selling so these are typically product charges to the external people and a lot of times you're not selling them right but there's a lot of times when you're selling them trying to provide the value and then getting getting a cost for that in so when you talk about financials the internal parts are usually Service rates that you're trying to do cost recovery on a lot of times so the employee the shared services if we're charging for a virtual machine we're trying to just recover what we spend on it so that we can provide that service back to the organization okay so then you have the charging and then at the same time you have how much does this cost so in order to recover the cost of these shared services for example this I'm pointing this one because this is the one I know we all a lot of us do is you have a VM and you have a rate card for a VM you have a great card for a service so what you're trying to do is cost recovery for the entire I.T Department so in this case you would try to break even in these two areas because that's really what we're looking at today is how do we get back up how do we get those costs back up from those underlying servers how do we get it back up and tie it into the services okay so that we know that the common service data model supports a lot of that and these lines in here can be used for that right these relationships that's really what they're for is so I could say that application uses all these servers and all this network gear so you can start tying things together and if I know how much the network gear costs and I know that server that uses for that application uses one of the 24 ports on that Network here I can kind of I can do a model that would tell me how much that application costs to run from a asset perspective right so that's uh that's what we're trying to do today is right is look at that concept at the same time here we're going to talk a little bit I think a couple people are doing chargebacks for labor so when you do have a service that's operating besides that 58 where I said it's on Hardware software cloud services there's the other part of it where it's okay that most of that remaining 42 percent of your technology spend goes towards people and when you think about what those people are doing they're managing ideas they're managing demands right so if we also take all of that work and we tie that work to those Services now we have almost all of our technology budget that we can allocate to services and it's the same way here we've been talking a lot about how do we tie all this work and make sure everything is done on behalf of a service or or a set of services and that's really what we're after so that's all of the things that we're doing everybody's thinking about it for change impact assessment for incidents but there's also a lot of the foundational work we're doing can apply to these Financial um Financial settings as well all right plan build run sorry there's all these different areas you're planning all the pre-work that goes into Building Services uh when you're running this is a lot of ones if we're mapping incidents to Services we can set a a cost on that and then we're building the same thing these build teams usually you're charging back here per hour so I see a lot of this already where there's hourly Charges going back in a couple of the organizations I work with so some of you may not know this but you have a set of financial tables in your servicenow instance or you have you have entitlements to tables so I won't say they're there all the time but the core set of tables that you have that you could use for these types of configuration are rate cards right so there's a rate card table in there and that rate card table is extended by labor rate cards some charging 80 bucks an hour for a Java developer or I could have all that listed all those labor rate cards and then when somebody submits a time card I can say Okay apply that rate based on the time they took and then Bill it back to this this project or this project task that maps to that service right so that labor rate card can walk all the way back up to that service and it's the same with a task rate card if you say okay we're doing 10 000 incidents a month and I'm gonna you know to run that team that's doing that Incident Management it costs x amount so I'm going to charge you five bucks an incident right so fight at the incident is mapped to that service so I can walk that dollar all the way back up to that service and the CIA rate card is I could say that hosting this app for this person that on that app I'm charging them for all the underlying infrastructure uh they needed a new server last month so they went from 10 servers to 11 servers so now what it would do the CI rate card could pick up and when it runs the contract it can say hey that there's 11 servers now so instead of charging them you know for the the 10 servers up that charge so the CIA card is more of a dynamic discovery of what that bill rate should be for the entire app hosting piece okay there there's a couple other ones in here for the um you know all these map these labor rate cards they'll map back to expense lines so they actually create an expense for you when labor is done that's the idea or when a new CI is added or when a contract rate card fires to say go count the CIS so these are all tables that you should have ready this is a expanded version of that and this will actually take you into some of the external tables that map into the financial tables like I said this is the deck you'll have in the end but this is a little bit of an old representation but you can start tying these Financial things to to assets to time uh even to contracts like if I have a contract rate card for a service I'm delivering I can execute on that contract and create expense lines that I can then charge back to somebody's cost center yeah okay now some people use these tables there's quite a few of you actually on the call that use these tables already and one of them is here with us today and I'm going to hand it over to Kyle and Kyle's going to talk a little bit about how we use some of these tables to execute on one of their use cases over at Orange County Sheriff so Kyle I think you could just take Cher away from me and if there's any questions uh you can go ahead and drop them in chat or just just come off mute either way they're pretty smart way I think you mean Casey yeah was I going first or Kyle oh Casey sorry yeah okay uh thanks for having us John I um just to give you guys a little bit of a background here at the sheriffs in our technology division we're kind of split 50 50. um and we do a lot of I.T side and we also have uh radio we do radio repairs we keep the radio network up and running for the entire County of Orange the radio side we had a use case where we actually bills for services if you know say Anaheim PD's radio is broken they bring it to us we would repair that radio and then every month we send Anaheim a bill for all of their repairs and that's where the need came for us to start tracking some of these Billings and those types of items so we accomplished this mainly using the field service module so we have work orders the work orders are assigned out and then we tie all of our um uh labor we have parts used and we have incidentals based on what they're doing into that so I'm going to go ahead and pull up my instance here to kind of just show you guys briefly what uh a kind of a standard work order would look like let me know if you can see my uh servicenow instance looks good so this is uh just one I just happened to pull up here and it's just a basic work order uh for this one is the Orange Police Department and on each work order you'll have Tas and this one in particular it looks like it only has time worked on it so no parts were used no incidentals but every work order that we work on would have different you know needs based on what it is they're doing and we are my team created flows that run at the end of the month and they'll add up all of these expense lines as you were saying in these categories and that's how we build our invoicing so jumping a little bit further here this is a standard invoice that we send out to one of our customers so this would be orange PD's invoice this is on our test server so it's not real data but um for instance in this case every invoice is going to have two monthly expense lines and each of those monthly expense lines adds up the expense lines from every work order and the way the County of Orange does it is everything is broken into either parts or labor so those were our two buckets we had to work with and obviously labor includes just time worked and the cost for it Parts would include both incidentals and any parts that we'd use and we used both UI actions and um flow actions to generate our PDFs on the Fly based on the invoice so in this case this is one of our summary reports that we send out to the agencies that's all the data is pulled via servicenow linked and we generate it and we send it out to them and it shows them all the work orders we worked on what parts were used how much labor you know etc etc so this gives the agency a good overview of everything that they're being charged for in a particular month just like the summary we have the actual invoice which is sent out to uh their financial so in this case Orange Police Department and it's this is the actual form that would get sent back to our uh uh accounting department and then processed and then you know paid for that month's labor and and reports so the nice part about all of this is since it's contained within these expense lines and uh other items within servicenow it's all can be linked it can be displayed you can see every work order that is tied back to this cert invoice so we get a nice overview of everything and then once you actually go down to your monthly invoices you can see for instance this one is our um labor invoice you can see all of the labor expense lines that are tied back to it as well so every job what the rate is and these go back to the labor rate cards the work orders uh it actually creates a very nice picture of how everything ties together through these tables that they have plus one or two custom tables that we have for we'll say County specific guidelines that we have to follow but it lets you Trail all the way from the invoice down to the work order itself where it's on and see what the tech did and then when we're building these reports like the summary we can pull that data directly into the summary to be used uh same thing with our parts these are all the parts that were used you can see what part it was if we look at the actual expense line it'll tie back to the part it ties back to the cost um the work order so it that's kind of a a very brief overview of how we kind of look at everything and then we generate these invoices now our flow that we have actually will go through and because we created flow actions and we're using the generate PDF API it'll create all of these PDFs for us and then we can also or not yet but our plan is to eventually automate sending these out and eventually getting it to where orange PD has a credential to our system and they can log in and see in real time what's being done what work orders are pending what invoices are pending uh that piece is still on our roadmap and isn't completed yet but for right now we're we're doing good we're generating the invoices we're sending them out and at least our internal staff can view it and when you know orange PD calls we can get them what they need get them the info they need and and get them kind of paid and distributed out um that's kind of a a rough overview of how we kind of do anything was there anything in specific you wanted me to go a little more into John um the so underneath you used a couple custom tables is that right yeah so I know you use the uh a flow and the um PDF generator what other kind of underlying nuts and bolts did you use yeah that's really it we we have a custom table for instance this one is our billing invoices table that we created and that's just because we wanted to keep these uh invoices in a separate location that's um just for them and then we gave only our financial staffed access to that table to keep it segregated so that was a custom table but other than that we just used the out of the box flow actions and the generate PDF API so that we can generate them the one thing that I will say was tricky was everything for our financial had to be this exact look so replicating this exact PDF every time via HTML turned out to be trickier than we had thought so we wound up using a form fillable PDF and then the generate PDF API has the capability to just pick and choose fields from the the form and you can fill it into fields on the form fillable with PDF so that actually worked out really nicely for us because we can keep the look exactly how it is on every invoice that we generate awesome yeah it looks really nice and then yeah when you send these out then um how many of these that you send out like you send them out monthly or we send them out monthly uh there's about I want to say 80 agencies that we have that we do radio billing with but not all of them get repairs every month so somewhere between 40 and 60 we send out a month it's nice man I remember working with you in the beginning as it comes it's come a long way so yeah it was it was uh you know a lot of changing directions as we went as we found things better and having to you know go back and redo stuff but we're pretty happy with the way it ended up now where it's it's working pretty solid okay and then the only core table you used out of the tables I showed was just the expense line table right and I'll use cost center too we use cost center we use Department we use uh labor rate cards and we use the expense line table okay so quite a few tables in that file in that those base tables so it's nice is you don't have to pay for those right they don't they don't take off your custom table count but the right so the only one you used off your custom table count was the invoice table that's correct yeah and we've talked about using the CI for our parts right now we're just using the cost on the part itself but we haven't made a decision on that one yet okay anybody else have any questions yeah I know uh I know another County Riverside had something close on this when we talked to Philip a while ago um but it was basically the same thing I think it was chargeback for field service tickets but I don't think it was radios I think it was more of you know people doing work yeah we got a lot of our ideas from that chat with them it was very good but then we kind of you know had our own things we had to satisfy and then kind of win our own Direction on a couple and I think we found a good happy median there yeah it's great that you guys were able to meet on the group and you probably even shared back to them if it comes around again on their side so perfect yeah all right thanks so much Casey this is really good thanks John so that's a good example of how you can use some of those uh base tables that you have today that's included with itsm and if you do any questions um for Casey just drop in the chat there if you think of anything afterwards we'll hand it over to now Kyle and Ed they're gonna talk to us we really go the full full length now so these um I'll just do a little intro so proven Optics we used to have if you look and then a couple people ask me about this hey you you had itfm and I I was just talking to one of the cities in southern California and they're like well we we want to do chargebacks now and we used to have Financial charging and it's still in our documentation if you can go you still see modeling and charging the all of that product now is owned by proven Optics so they're like an extension of our company for doing itfm it financial management and that's why I asked them to come in today and it's it's almost it's almost like you were doing it before but we didn't have the financial experts we needed for those products so we said okay we're gonna work with a partner and proven Optics is our partner to to take all those base tables and really go the extra mile with them so Ed you can take it from there but looking forward to it yeah John thank you and thanks for the opportunity to speak today Kyle you can go to the agenda slide but by way of introduction my name is Ed hand I lead sales in marketing for proven Optics and uh John thanks for the introduction but just a quick high level overview uh proven Optics is an I.T financial management solution natively built on the platform and we stress natively built so we leverage the whole platform that Kyle will take us through we focus primarily in a couple key areas to do it budget management I.T cost modeling invoice including both chargeback and showback so we'll talk a little bit about proven Optics but really we want to get into the use cases and product and the applications and then field any questions but we always know scene is believing so we'll say most of the presentation for the demonstration um Kyle once you give a quick introduction and then we'll go to the next slide yeah and uh nice to meet everybody on the Forum today my name is Kyle Holtz and I lead the solution Consulting team here at proven Optics thanks Kyle so real quick as you can see in the middle we serve both the private sector and public sector federal state local uh and uh High Enterprise clients across the board um one of the things that you'll find that gives us a unique differentiator is not only that we're built on servicenow but we have deep practitioner expertise in it financial management so Bridging the conversations with uh both I.T and finance and then delivering that back to your internal clients who's consuming the services one of the highlights and I'll turn over to Kyle talk about the products that were extremely excited about it got breaking news yesterday a press release that servicenow Ventures has made a significant growth investment in proven Optics so we're thrilled about that not only does it strengthen our go to market but also our product synergies so um John thank you and uh service now thank you uh but uh excited about that and you'll see more developments as we iterate and elaborate on our product portfolio this year with that I'll turn it over to Kyle to take us through a high level of the key applications how we leverage the platform and then actually demonstrate the solution itself yeah thanks Ed so couple slides here just to cover kind of how we're natively built on the platform as this is more of a technical audience many of you will probably understand this and it'll be easily resident it will easily resonate so when we think about how proven Optics lives on the platform right it's a scoped application that's installed directly from the store leveraging all the same platform capabilities that that people are using today right whether it be the security and compliance the integration mechanisms right um and of course you know the reporting analytic engine um as a big benefit of that right what that means to clients is of course that existing infrastructure that understands servicenow today as well as the resources right we'll have no or we'll have an immediate familiarity with any proven Optics application just of course in the scope of that it Finance world yeah really we like to show this slide now because it shows kind of how we interact with particular vertical groups within servicenow as we know that's divided up into um four main groups right now most of our applications tie directly into areas like SP and the SPM Suite APM and we leverage a lot of cmdb data as we think about building out the it financial management cost model for those business critical apps or potentially the entire technology stack depending on of course that the customer outcomes that they're looking for within um The Proven Optics application um I'll talk a little bit about um how are applications tied to specific applications on their specific servicenow applications on the next slide but I'll pause for a second Ed I don't know if you have any color to talk through this last two before we move on to the last one uh no I'm great Kyle thanks cool so moving on to the product slide um our three really bread and butter products are cost modeling budget forecast and then of course for the purposes of today invoice and chargeback we also recently came out with a cloud financials application the point of that one and we should be releasing that onto the store here shortly is really to take Cloud bills parse them tag assets on in an automated fashion from within that bill and then drive financials against those Cloud assets that we're tracking within servicenow right whether that be in Cloud insights or potentially even within um a particular cmdbci record the cost modeling application right this is really providing that that service and unit-based costing for every object within the it stack right so we're taking that that true raw data from a financial layer in the GL or an Erp system and then rolling it up through a cost model and we'll talk a little bit more about this in the demo um through direct Financial mappings as well as a lot of allocation and consumption files so some of the things that John talked about earlier right how we can leverage those core tables within the cost modeling application and all proven Optics apps what we always like to say is look we look feel and act just like servicenow the more data you have within servicenow the more accurate and and automated our model can ultimately be as it can act as the source of Truth for what we're driving it within our cost model from a cost object standpoint the budget and forecast application is really that that full life cycle budget and forecast management right so as you might assume this ties extremely well into the demand management process within SPM as we think about strategies or potentially PPM as we take on projects or initiated budget requests that gets approved and then we tie that budget request directly to that project additionally within this application we also bring in actual expenses against that budget request so you get a variance right so dependent on on where that what was funded within that budget request we know at all times where we stand from a funding standpoint in areas we might be burning too fast or burning too slow against particular you know approved budget requests that have projects being executed against them lastly we have the invoice and chargeback application the invoice and chargeback application actually leverages the cost model because the cost model is how we um how we generate a rate right so it and even John alluded to this as well a service is generally made up of a number of things right it could be a you know a server could be an application it could be labor Associated something like a laptop provisioning activity um so we use the cost model to get that total cost of ownership of a service and then we rate those services within the invoice and chargeback application for things like you know uh invoicing back to a customer a business unit um or even showback right if we're just trying to establish rates make sure that they're digestible to the rest of the business many of our clients there will start with more of a showback uh methodology and then move into a chargeback so with that that's about everything I had for the product slides Ed I don't know if um oops went one too far here if you had any other ads you'd like to make here before we jump into a really high level demo just uh really we focus a lot on the data and the data Integrity as you're providing invoicing and chargeback and show back to your clients um the the accuracy of that data is incredibly important uh again the drive Pilot Point home we'll leverage a lot of that uh the cmdb and the existing system so we focus a lot on the data of validity and data accuracy um that we automate through the solutions here so a key piece that in best practice we don't want to over overlook absolutely so we'll jump right into the app and I'm going to go through both the cost modeling application the invoicing application try and spend about five minutes on each and keep within the timetable here um so what you're seeing on my screen now is is the service portal for our it financial management cost modeling application right standard personas within this is of course that itfm team you also have the Persona of a data owner someone who understands how many units of something we own right licenses against an application and how a server might support a particular application or a business service and then of course the last Persona is that leadership Persona right so as we are executing our model in the workbench we're allocating those expenses throughout the model right running that that whole job generally when we're closing our books at the end of the month uh we're populating reports and dashboards that that CIO CFO and other leadership across the organization leverage to to leverages that decision support Matrix um so as you see here we have the standard portal setup all of our products come out of the box the portal an itfm analyst you know might have a specific role within this where we're just tracking importing data and working within the workbench when we're closing out our books at the end of the month the data owner Persona there's also workflows embedded in here to drive that request process because those allocation and consumption files Drive the relationships within our model to give us that total cost of ownership of an application or of a service so we can drive that request process right from here so we can move away from things like emails and phone calls and track the progress from the app from you know that single pane of glass um I'm going to jump right into the cost model setup and view an example cost model here um so standard structure of our cost model right is this these 11 segments now many of our customers and one of the things we like to drive is is it's very very flexible right some of our customers might be using four of these segments some might be using 10. it really depends on the outcomes that you're looking for right if the goal is infrastructure TCO we get to that level within you know the segment hierarchy the goal is app TCO we want to make sure we're getting up to that level when we think about the structure of the model there's a couple rules that that we always try and follow those are that dollars always move up and dollars can of course skip segments so in the case that we have a delivery project for example for something like servicenow field service management that is is being executed that's going on we're tracking those project dollars from you know servicenow PPM potentially or even externally to the platform we're basically agnostic where where the data comes from but you know if we have it in servicenow that's great we can cut manual effort cut some integration points that other point Solutions in this space rely on but those dollars for example would skip from the project segment all the way up to the business application that's being deployed um when we think about who uses these particular segments the bottom two segments here are really that Financial layer so if you imagine that GL or that Financial system sitting here below cost sub pool we're mapping up expenses through direct relationships of data that lives within that Financial extract into these first two segments and then using the allocation and consumption files from the data owners to populate the rest right so driving things like a relationship between a server a technology device to what it supports from a business application or Business Service standpoint when we think about where this data comes from right which represents all the numbers here on the right many of you will probably look at us and say this might live within service now today or we have goals to get this into service now today that's our goal as well right so a lot of this information can come directly from the cmdb from a business application table from PPM and the more data we have within servicenow of course the better but many times we're bringing that information in externally so I wanted to give a little respect to kind of how the model is structured how we're driving those financial mappings of kind of teaching the model what to do with the information that we're driving into it and now we'll jump over into some quick reporting and analytics so these tabs across the top here pertain to different personas generally or outcomes in the organization right so the overview tab is really meant to be that CIO CFO dashboard that's a culmination of important reports from from the preceding tabs Business Service owner business application owner potentially a director of infrastructure right these are all segmented out um with sort of that those categories within the overview tab here you'll see a couple important things that I want to point out this is where we're really adding that Financial basis to metadata that we're tracking within servicenow so you'll see some references here in the report like it spend by strategy right so we can of course Drive these dashboards based on you know particular fiscal periods in this case we're kind of looking at it in a year-to-date example or a lifetime example but in this case strategy would be something that we could potentially be tracking in service now and being that we have applications servers CIS and a number of things linked to those strategies that we're giving that Financial basis to we can then tell you based on a particular point in time or fiscal period how much have you actually spent driving that strategy many customers see this and when they run their first cost model they find that you know 80 of their spend is not going towards specific business strategies that that they're moving towards whether it be you know getting off on-premise Technologies or you know re-platforming or supporting the remote Workforce as you would see here additionally we can see who is the top line of business in terms of I.T spent the goal of this report is to really help us understand how does business consumption affect it spend right so as the marketing department in this case looks like you know the Lion's Share of those costs we can drill down under the hood and see exactly what where those costs are coming from from a grouping standpoint and in this case drill down a step further into something like applications and see what that breakdown looks like in terms of all the applications that the marketing team uses and how much they're costing us from a total cost of ownership standpoint also you'll see a sampling of other trending based reports as well as again using that metadata something like application portfolio to show us how much we're spending based on a particular portfolio and again where we might have like applications that we have the opportunity to rationalize or re-platform now for the purposes of today I want to focus a little heavier on the services tab here so as we talked about within the cost model the goal here is to drive that service total cost of ownership many of our customers when we start out in these conversations we talk about how do you rate your services how do you come up with the rates that you're charging back to to the organization the cost model gives us the mechanism to show exactly what providing that service costs based on the relationships and the direct mappings that we're driving up through that cost model so in this case we can understand what is our laptop provisioning service cost us right this is not only a combination it's not just looking at Hardware right it's labor time um you know the the support for you know getting that on the network there's a lot of different things that can potentially be related to providing that service back to the business we can see how those Services Trend over time who the top customers of services are and then an important one that I like to call out um is the service capacity and utilization what this gives us an idea of is when we're right sizing our service offerings and the laptops uh the laptop examples is a good one in that we generally know how many laptops we own we know how many laptops we have allocated out or somebody is using right based on that average unit cost that's being provided against that particular service from the cost model we can see based on the Delta between the capacity and allocated units what that cost of idle capacity is so at the end of the year quarterly when we're reviewing the our service offerings and right sizing them we have good data to know um where where we have opportunity to to cut spend lastly the applications tab this one will be quick it's all about application TCL right so as we drill down into something like sap and in this case it's costing us the most we can then understand what are the cost drivers under the hood of sap um licensing right any internal support and operations dollars servers that are supporting the application and a step further will of course take us down to that raw data right so we can see over our different fiscal periods what we're charging out project dollars server dollars right any of those objects within the model that are have a relationship with sap foreign I'll pause and see if there's any questions on this uh coming into the chat or Ed if you have any um any items you'd like to add nothing to add I think we have probably about five or six more minutes to turn it back over to John yup I'll uh rip through uh invoicing here real quick and use my best Auctioneer voice um oh go ahead John does does labor come in there somewhere too it does so when we think about where that um that that Financial extract for those operational dollars coming in from the GL labor um Contra external internal labor right outside Services that's all data that lives within that and so we're mapping that up into cost pools and sub towers and then based on some allocation we're driving that then to an app um by um whatever that consumption metric may be could be a percentage of that time going to an app or out direct hours right a couple different ways to do that but but yes it does okay um so here we have the invoicing portal I'll speed through this as well so now that we have the cost model structure kind of overview right from that we understand what our services cost us to deliver the invoicing app then takes that information and allows us to provide service rates against it so in this case we have all of our different rated services and effectively what this is is any object within the cost model can have a rated service applied against it so as we're bringing in that data and seeing that actual information pushed in on a monthly basis from the cost model we can then apply a service rate to any of those costed objects right it costed object within the model could be a business application it could be a service it could be on storage or server utilization right or even hours from an Enterprise architecture time so the rates are applied based on that data and objects within the cost model and then we're pushing those out to customers right so the customers that are of course digesting those services will continue with the marketing example here uh we'll get that that PDF print out there's of course a workflow in the back end where an invoice comes in in draft it's reviewed and then of course it's finally approved but customers generally have the opportunity to come in hold particular disputable charges and things like that and then what that allows us to do is not hold up the entire billing process but hold individual line items and continue on billing I mean potentially roll these into the next month billing once we get that you know that particular line item figured out from a reporting analytics standpoint um in a very similar fashion we really have two main report groupings for the invoicing product um of course one is a customer View and an administrator view um in the administrator view this is really tracking where we're standing from from our billing process right how much how much what dollar figure do we have sitting in a particular pending review state um based on department where do we stand based on our billing process again for a particular fiscal month and again some high level data around you know are we trying to be kind of net neutral in terms of our recovery or are we a revenue producing arm in the case that we want to show that back to the rest of the business also scrolling down you can see what that total recovered spend is against your total cost that's coming in from from that cost model information and very similarly similarly when we think about that average unit cost based on all of those different services and cost objects that we have we know how much it costs us from the model where we're justifying our rate from and then we can see our service rate that we're charging back to the business so again this allows us to review this in real time or or you know based on a committee and potentially right size these rates in areas that you see like on the top here where we might be under charging the the business for for what we're putting into a particular service we think about customer self-service analytics that's really the customer tab here so many times this will be driven directly from the portal so if I'm a marketing lead or someone within HR who's ultimately approving and paying these invoices out from my budget right this is an example of what that customer self-service view might look like so in this case they would tie into the dashboard here directly from the portal or the back ends as you see here and to get an idea of where all their invoices are sitting right across different fiscal periods and where they're spending the most in terms of I.T dollars so with that that's about everything that I had planned I think I'm actually on time for once so I will um flip back over to the slide deck really quick and we can go from there add any last thoughts uh just again want to say thank you to John and the team um I know we just skimmed the surface so if you guys want to learn more you want a more in-depth demo or just do a discovery session on your uh it financial management strategy uh please let us know we can reach out to Jake here myself or Kyle and I'll be glad to help you guys out but at this point I'll turn it back to you John and we'll field any questions you want to have or we can wrap up from here thanks yeah great demo it's uh it's interesting too this uh this is a huge topic it's kind of like when we used to have HR back in the early days of service now and we had I.T guys trying to do HR it's the same thing with financials right it's it's a special domain when we talk you know Financial person the financial person I've been in a couple of those conversations and it's uh it gets pretty daunting so it's good to have you guys there for our people that do want to go that extra mile yeah we appreciate the time and thanks for the engagement everybody so the other the other part too is the you know some of the things we're talking about like a lot of times those costs are determined for like project costs and rate cards if the billing is done in service now then we're probably not needing to bring to get that stuff from the GLS right so if we're doing all the labor there might be a portion of the labor that we have to go outside to and then a portion of Labor that we can get from labor rate cards right in right in the FM tables are ready if they're using labor rate cards and the same with kind of Parts too right if there's a direct relationship of a server to uh already a server to a um to a service then we can probably do some of that mapping direct right without having to bring the GLS in absolutely right yeah yeah that's that's interesting yeah the mapping mechanisms within the product and it's ultimately flexible right when we think about the data it's a lot of information right and many times customers don't have all of it and that's something that we're finding and it's really the important piece of cost modeling is is getting started right it's a journey even if you're to the nines of maturity right the goal of us is to be able to provide a product that that can you know be used by anyone within that maturity curve right um so we can use a lot of different allocation consumption metrics if it's down to something like a ticket cap right from itsm we can use that or something as as simple as a proxy or a percentage or we're just pushing that up through those relationships so cool and one of the things we're pushing really hard and we're moving towards is uh to product management where we're gonna have digital products and I think that digital product manager when in a lot of the standards they call for that person to be aware of their financials so in a lot of cases there would be for different product areas like maybe we have a a product area that's just focused on it assets so you're responsible for determining the cost of all your it assets but also for the cost recovery and the chargeback as the the overseer of the its Management program so there might be different models under different sets of products whether I'm selling a product to customers or I'm selling a product internally to another area or I'm not selling a product I'm just providing like onboarding to all of my different departments uh so it's so it could be yeah a series of models depending on kind of what should those four buckets I put in the beginning which of those four buckets we're doing like in the a couple customers are doing for projects they're saying okay you want to build a new service for your department we have a team that'll build that for you but we're going to bill you back all their labor at their work while they're working on your piece so the time cards they take across the project tasks or the agile tasks is discharged back so hey Brenda are you on brendo from UC Davis was uh issues I am here and that's what you guys are doing right you're charging back for for billing out basically that factory service right you'll build something for somebody but you charge them back is that how it works so yeah different projects you know we even just from our um you know Network Engineers our uh infrastructure team are you know so anything that we're helping anybody else on campus on from a project perspective from within our business unit then we're we're doing chargebacks and so yes we we use the rate card uh we create the expense lines um now currently with the way the functionality is it'll just create the debit line so we do the chargeback as well so we actually have some customization that does the credit the credit expense line on in addition to the the debit excess line okay nice nice and someday if we can see that that'd be that'd be awesome and hopefully maybe the next next time sorry and I've actually had network issues today so it turned out okay you got to plan your covet better huh the um I I think too there's Ed and Tyler talking to a couple of the UC Teams too so I think you guys talked to them already too right yeah okay good deal yeah thanks so much I think this is a huge topic and if there is more you know more people want or something that we want to dive deep into it seems like that labor rate area is a pretty common area that a lot of people are using um let me know all right so next time what we have planned is we have a member of my team coming on uh Scott hattaway and he's going to speak on business continent how using the models for BCM so what do you do for business continuity management and he's been working with a lot of customers on the architecture front to to do that is if there's anybody who wants to speak or is working on BCM please let me know and we'll get you connected with Scott and maybe you could do a little section kind of like Casey did today it's kind of how you're using it and how you plan to use it and expand it but more in the PCM area and then we'll Circle back around I think on some of the financials here in the next few meetings as well does anybody have anything else I know we have a couple new people on today like uh Kathy and and Joshua anything that you guys would want to see on here that um you know specific to the platform like if it's and I know you're you mentioned Joshua I Tom but specific to the platform if there's anything you want to see on the service management area and let us know