welcome everyone to today's process optimization Academy session where we'll be covering some of the enhancements made to process optimization in the Utah release now just keep in mind that Utah is scheduled to be generally available on March 22nd also um we were talking about this as people were joining just a reminder that we've moved the academy sessions to to once a month in 2023 I've sent out cancellations for for most of the those other sessions that were on the calendar it seems that some are not getting those canceled cancellations but just keep in mind that we're we're monthly um now not bi-weekly but we're also trying to augment these sessions with additional content on the community side so we've we've already released the first few posts of our use case series on the community covering things like how to use process optimization to do some multi-hop analysis or rework analysis and channel analysis so if you haven't checked those posts out they've got demos attached to them and how to so please do we've gotten some really good initial feedback on the content there all right let's get the academy Logistics out of the way for our newcomers and those who have stumbled upon us for the first time uh you know maybe just watching the recording the purpose of these sessions are to help all of us get better educated on servicenows in platform process mining capabilities we'll provide how-to's practical guidance and use cases product updates like today's session and just in general as a group exchange ideas and collaborates so we all continue to get better how the sessions work we have a scheduled topic that will usually cover for the first first 30 minutes or so although I typically go over as much as I try not to then we'll open it up to questions on the chosen topic for that session then we can just talk about questions above and beyond today's topic so or in office hours these sessions are recorded and eventually posted on the community and they're pretty popular actually we're getting a ton of views on them so it feels good to see that people are interested in process optimization finally feel free to post your questions in the Q a section for situations where we don't have an answer for your question immediately we'll follow up and post them to the process optimization Community or maybe we'll use them as a topic for a future session this is the slide that says anything we say and do here today can't be held against us in the court of law it's also the slide that says hey as part of these conversations if we make any forward-looking statements about what may be coming in future releases you should take them as such make no decisions based on them because things are always subject to change I'm sure you've all read the fine print uh just for those newcomers that not met me before my name is Dan Grady I'm part of the product team responsible for bringing process optimization or in-platform process mining to Market um so I've been here at servicenow for about seven years in various roles uh but uh this is one of the roles that's been most rewarding for me so far so happy to be here with you all today from an agenda standpoint as always we'll start out with a little process mining 101 we'll dive into the meat of the session which is what's new in the Utah release for process optimization we'll do a quick demo of some of the the new enhancements that we've made we'll get to your questions we'll talk a little bit about how you can get started after this session if you like what you saw on you want to start digging into process optimization on your own and then we'll share some additional resources that are out there above and beyond this section for you to learn more and that in the platform process mining foreign as always quick process mining 101 for the newcomers with everything we do there's a design and desired path in our minds for how it should work and how things should play out whether it be planning an event like these Academy sessions or a workflow or business process and when you design things you design for efficiency as well as completeness to provide the best experience possible for everyone unfortunately what we design isn't always what ends up happening in reality the reality is that not all work flowing through the process is going to take the optimal pad and that's going to have a negative impact on the experience that both the employees requesting service have as well as the people working the process have and you know identifying what is actually happening within our workflows and then improving upon them isn't always the easiest thing what in platform process mining or process optimization allows us to do is use the audit log data that is generated as records move through a given workflow on the servicenote servicenet platform to create a visual representation of what is actually happening within a given process and this new level of visibility is going to help us accelerate our ability to identify inefficiencies non-conformant process activities and ultimately Improvement opportunities so process mining is going to give us that ability to answer process questions that have historically been pretty challenging to answer so where traditional analytics has allowed us to answer a lot of the what questions about our processes process mining helps us answer the whys so things like where is our process stuck where is the rework happening where are tickets bouncing back and forth between groups and where aren't we conforming to the process that we've designed all these things have historically been pretty difficult for us to answer and even more difficult in some cases to act upon now we can answer these questions in just a couple of clicks so we like to say that process optimization is going to get you to the why behind all of your kpis and and in doing so it's going to empower every process participant to make data dividend data driven decisions about which improvements they should be making all right on to today's topic what's new in Utah for process optimization I'll run through the enhancements individually in slides first and then we'll jump into the instance and take a a live look at some of them so you may or may not know a process optimization was initially released in Quebec and we've made rapid and significant enhancements to the solution over the last few releases and of course Utah is no different um if we look at some of the themes that we're focused on from a product perspective they're accelerating time to for accelerating time to First Improvement increasing adoption by making it easier for more people to consume the Improvement opportunities and then expanding process optimizations coverage to include all workflows running on the servicenow platform we took another step in that journey in Utah by adding field service management support in Utah the key enhancements we'll focus on today are one the ability to create a custom dashboard and easily add it to a process optimization project something we call activities of Interest that'll allow you to create more robust finding definitions we've improved the histogram capabilities including the ability to drill down you're not supposed to have favorite enhancements but this is my favorite don't tell the other enhancements that this one's my favorite we've made the transition filters on the workbench more robust so things you could only do before in finding definitions are now possible in a more ad hoc manner as you're working with the workspace and then on multi-dimensional mining Maps we've improved the readability a bit uh they were getting cluttered before um and we've added support for breakdowns and variance analysis on the child tables and those more interconnected processes that we visualize so one of the most requested enhancements that is delivered in Utah is that ability to customize the dashboard on a summary and insights page of a project the benefits of this enhancement are twofold the first important thing to note is that prior to Utah you could customize the dashboard but to make any adjustments you had to have UI Builder skills which not everyone has so in Utah you can create your dashboard in the platform analytics workspace which more people tend to be comfortable with so that's super helpful and then the second Improvement is the ability to configure these dashboards at a project level in addition to at a process level so if you start to think about projects being focused on helping us answer a few key questions about a process this ability to align a specific dashboard that highlights key metrics related to the analysis that we're doing makes a ton of sense as we look to tell that more complete story to all of the process participants that might be involved now one of the most powerful aspects of process optimization is the ability to create process level Insight cards using finding definitions finding definitions if you're not aware we have a whole nother session on them but real quick they're preset rules that you can apply to a set of Records whether any incidents requests any sort of case um and and they collect and highlight inefficiencies right that's what they're designed to do is highlight very specific inefficiencies in your process things like multi-hop or ping pong issues or processes that are bypassing steps can be highlighted right up front on that summary and insights page for somebody who's doing some analysis of the project now prior to Utah all the process data that you wanted to use to power one of these binding definitions needed to be included as an activity in your process model and visualized on the map so if you think if you're not familiar with activities activities are kind of the nodes that you see typically you're using State on the map or assignment group but the more the more activities you have and you include on your process map the busier it gets and it sometimes might get more difficult to interpret the map itself or see opportunities in the map itself so in Utah we've added this ability to mark an activity as an activity of interest and then what that allows you to do is use the value from an activity field in a contextual finding rule without actually displaying them on the map so for example maybe I want to highlight P2 incidents that were assigned to my droop initially but then they transferred out but I don't really want to see a priority as a node on my map get visualize.map I can do that now the standard flexibility allows us to create more robust finding definitions to to streamline your process analysis efforts and and really help you answer more detailed questions about what's actually going on now next one in Tokyo we added a histogram to the analyst workbench to provide some initial distribution analysis of the work that was flowing through different transitions on the process map what we've done in Utah is we've extended the histogram support to include both duration and repetition buckets so this is going to allow you to pinpoint specific sets of work that are either long runners or the ones that are coming in and out of a specific state or assignment group or activity more than once so in addition to the ability to see these these new outliers you also have the ability now to drill down it and filter the map for just those to show you the specific paths taken by those outliers I mean we'll look at this in the demo but it's a really useful feature for those of you that are digging into the data on the process map itself now the histogram is one of many ways that you can manipulate the analyst workbench another is by using transition filters and in Utah we've enhanced the transition filters capabilities to allow you to create more complete and complex scenarios that include time constraints or maybe multiple chains kind of working like an and clause for different chains that you want to be putting together from a transition perspective so for example maybe you're only interested in tickets that are sitting on hold for a minimum of 36 hours before you had to do that in a finding definition now you can do that as an ad hoc use case on the map itself or maybe you're you've got cases that take more than a day to assign but then less than a day to resolve to get from kind of in progress to resolve we we have to be able to do better in those scenarios right so those are the types of things that you can now do in an ad hoc manner on the map with this new enhanced transition filtering capability foreign also in Utah we've done some work to improve the experience of working with multi-dimensional maps analyzing interconnected processes like let's say HR onboarding cases one key enhancement is the ability to see the the breakdown and variation analysis on the child tables and subtasks so breakdowns are really good at giving you a lot of contextual information about the type of work flowing through a given process and being able to get this contextual information on a larger scale now is going to help you when you start analyzing some of these more involved processes inside of your organization all right last topic I want to touch on before we jump into the instance is the expansion to include process optimization coverage for field service management as I mentioned at the beginning one of our goals is to provide coverage for all servicenow workflows and this is just another step in that Journey right we currently support itsm HR customer and Industry workflows as well as app engine so if you've created any custom applications and you want to apply process optimization to those applications you can do that I mean now we we've kind of added field service management um by the way I'll just point out the next session next month is going to be a deeper dive on this field service management press optimization for field service management just a little plug for that session that's going to be coming up and I also want to just mention as we're on this topic if you're interested in mining a workflow for improvement opportunities that we we don't currently have a support for please let us know um add a comment to the section of the this community post once adapt there or posted on the community it'll really help us prioritize our efforts in in this area of getting that complete coverage so let us know if you're interested in other areas super helpful to have your input on those topics all right so those are the major new enhancements in Utah let's let's jump into an instance and take a look at a few of them I'm over here to my instance hopefully I haven't bought one been logged out um and you'll see the first one right there on the screen uh you'll notice I've got a pretty unique uh dashboard inside of this project for for this Utah Academy session right you've you're used to seeing things like first call resolution rate and mttr this is a dashboard that I quickly threw together for myself for this specific Utah Academy session and that I updated it so where did I I set this dashboard well what we can do is let's just jump over here into the Utah Academy session project I'll edit that project and what you'll see is at the project level field or project level record now I've got the ability to add a kpi dashboard so any of the dashboards that have been shared with me or available as part of the platform analytics workspace are going to be available in this kpi dashboard lists now so I can set it here or and this is at the project level again or if you wanted to create a custom dashboard and align it to a specific process so anytime somebody uses the incident table this is the default dashboard they use you're going to have the same ins same field now at that process configuration record or in that process configuration record for those that have not seen the platform analytics workspace yet I'll just show you real quick what that might look like significantly easier than trying to adjust things in my opinion inside of UI Builders so I come over here to the platform analytics workspace I go to dashboards here is that dashboard that I created for myself to add to that project I'll open that up and if I just wanted to add another widget to that screen I can come in here hit edit maybe I want to add a new element I'll call it a heading take this one here may make it a little bit bigger move it up that's really going to mess with things put it here and then we'll just kind of say hey I'll make the smaller I'll hit save now that I've got that new dashboard saved if I came back here to my Utah Academy session and loaded that up you'll see that my dashboard has been updated so a lot easier to add your custom dashboards um to to a project that you're doing again projects we really want to start thinking about projects that answering a very specific question to doing a very specific analysis and aligning the right kpis and other additional information beyond the process mining data is super helpful for a process participant then or Smee that's not really digging into the map itself now let's next jump on over to look at I'm going to say my favorite again but that the histogram support um so what I can do here is let's let's just kind of come in here and pick any transition let's take this uh in progress to resolved right and I've got this I'm going to click on this and you'll notice now that I've got my histogram showing me that hey of those 6900 records the majority of them are falling into that zero to two day duration bucket here right now we can look at this broken down by duration but I can also look at this now by repetition so hey how often are things taking this trip the majority of them again aren't taking it just taking this trip just once but I do have some that have made this trip more than once and even five records that have taken this trip three times so that's one of the changes here is this switch from just having duration to repetitions now with the duration and repetitions I also now have this ability to drill down on these so look at these outliers over here I got 155 that are taking longer than two weeks and two days or between two weeks and two days and eight months and three weeks to go from in progress to resolve maybe I just want to focus in on them so I can click on that and hit apply filter and it's going to narrow it down to just those records that took that trip or taking that amount of time inside of there so super helpful when you start looking at those outliers and wanting to dig in and now I could always come over here and look at my breakdowns for just those 155 to see if there's some of the contextual information around what potentially is causing that or what categories those long Runners belong to it looks like almost a third of them are part of this It Business Service piece here and now I can clear this filter so we'll say clear all and maybe we want to look at a another one maybe we want to look at hey let's look at a waiting caller info and now let's look at repetitions right so maybe I want to look at things that are coming into awaiting caller info more than twice so I can come in here and I can start clicking on these and multi-select all of these things here and say hey for all of these let me just look at the ones that are going into a waiting caller info more than two times and now I've narrowed it down to just look at those really to me super helpful when I'm digging into the data another good one maybe would be to let's say come over here and I'm just going to use my breakdown analysis to start now my bottleneck analysis started to start now I'm going to stand to say let's look at the things that are going from resolved to in progress and here's a sneak peek at the new transition filter so just looking at these transitions that transition there from resolve to in progress to hit apply chain come in here and now for these ones going from resolve back to in progress maybe I only want to look at the ones or that's happening more than once and hit apply all right and now I can start seeing which groups or using my breakdowns again categories groups that might have an issue in this area where things are getting reopened more than once so super powerful in my opinion the histogram and the ability to drill down on that histogram and the addition of that repetitions option inside of there next on the list let's take a look at that transition I already gave you a little bit sneak peek but if we come over here to Transitions you've already noticed that the interface has changed slightly right it's given us a lot more flexibility before we were just kind of building out the steps and we'll we'll do that again but we also now have the ability to add some contextual conditions and restraints inside of here so let's take a use case like um maybe I want to look at incidents where this it's taking a long time to get assigned and a short time to then get resolved right that's an opportunity we think there see if we can shrink the assignment time so let's say we'll we'll filter it down to say let me look at just incidence is new and we'll make that first and then we'll add another activity so afternoon eventually follow it directly followed by let's say is assigned but I want to add some constraints I'm only interested in the ones in which it's taking longer than a day to get assigned so those those things like why can't we assign it within a day let's let we should be able to shrink that time let me look at those long-running ones or things that are taking a long time to get assigned and then a quick time after they're assigned to get to resolution so let another activity will say eventually followed by a state is resolved So eventually Paul but I want to add a constraint there now to say hey it gets resolved in maybe less than a day or two days we'll put in here so a little bit more power than we had before you'll notice I only have state here in my drop down if I were to add some other activities to the map like assignment group you would see assignment group in here if I had a priority as an activity you would see priority in here I've been this project only added state but you've got some flexibility so I've got the constraints now added to this transition filter list and then I can also add to this chain so maybe you know what I want to add to this chain [Music] um where the complete process so that those conditions but I also want to just make sure that the complete process is taking longer than let's say four days so create is created at another activity eventually followed by process end and we'll just make sure that this is first and add a constraint of hey things that are less than actually we'll say more than four days or maybe five days sorry that's the wrong way I'll say five days and hit apply all chains so this kind of acts as an and I've got two Chains It's Gonna Act as an and it's going to run in the background as you've seen but you've got and we'll wait for that one to finish up for us but you'll now kind of go through the mining exercise but you can see there that we've got a lot more power in how we do some ad hoc analysis on the map we don't always have to do a finding definition and then remind everything how to go so we'll come back to that one in a little bit now let's take a look at activities of Interest so I'll come back over here to my summary and insights page and you'll notice that I've got some activities different activities or different finding definitions on the screen one of them being V1 incidents that were downgraded during the process and I had I had 75 of those that met that criteria of hey at one point during the process it was a P1 which got everybody all excited but then we transferred it to something else um so if I come in here this is a good example of sometimes for folks that are just have really spent a lot of time with reporting in their lives I mean they're thinking about like hey what is what makes process mining a little bit different it's use cases like these where we're actually analyzing where things are changing during the process so in in that case there it started in this use case here these 75 incidents at one point were flagged as a P1 but if I use my breakdowns now on let's say priority they'll notice at the end of this when the record was finished and completed none of these 75 were sitting in a P1 state so if you were running a report against this data you would not see that any of these were ever p1s you just see their final state but we've been able to with process mining dig into the process and see at a certain point in time it was a P1 and now has finished in a different state so what does this look like if you're configuring this and you'll also notice I'll point out that you don't see priority on the map right this is where we're using that activity of Interest we're using priority as part of our finding definition or our our role to filter the data but we're not actually seeing it on the map itself and how did we accomplish that let's come over here to the project we'll hit edit look at our finding definition so if you remember out of the box with the content packs we give you a bunch of process level finding definitions to help jump start you in this area and on your your analytics Journey when it comes to finding Improvement opportunities you also have the ability to create your own these process level will come anytime in this case somebody uses or builds a project against the incident table but then in Tokyo we added that ability for you to add project level finding definition so not for every project but just for this specific analysis that we're doing and here you'll see my P1 incidents downgraded during the process finding definition if I open that up what you'll see here is I've created this finding rule and the finding rule comes in here if I open up this record we'll see it starts out saying hey I want to look for things where P1 it was a P1 at some point and the state wasn't closed and then it was eventually followed by the record being closed and if I look here you'll see I've got my field condition state is not closed and then down here I've added a contextual condition of priority is P1 again you didn't see priority on the map but it's a value that I can now use how did we get there well if we come back to the project itself let's just come back to the project itself and got lost in my backs backflix come back to the projects itself and say edit I want to show you where you set that flag of saying hey we want to use this thing in our finding definition but we don't want to see it on the map and that's where you come over to your table configurations and those of you that have built projects before you're probably familiar this will come here and we'll open up our incident table and you'll see down here I've got activity definitions of State priority and CI and you'll also note that these are flagged as hey state not a not an activity of Interest these other two are activity of Interest so let's just open up that Priority One open up the record and now when you set you're setting your activities you've got this additional check box of activity of Interest again means I want to use it in finding rules but I don't want to display this as a node on the map or a transition that you're seeing on the map super helpful for more advanced use cases within your finding definitions and your finding rules all right last thing that I want to touch on here today from a feature perspective is some of the Just One of the changes to the multi-dimensional map so if I come over here to mine my HR onboarding analysis project and I open that one up and if I come into my analyst workbench one of the things that I'll jump out to you and it's going to seem like a little thing but it actually goes a long way you'll notice here the arcs between um the map of the different sorry tables on the map or processes on the map they're now hiding behind the boxes before they were overlapping and it made it really difficult to to read some of the information or see some of the information on the map so we've done a little bit of cleanup on the arcs on the map itself but one of the bigger things to think of here is kind of looking at your breakdowns and your variation analysis so whereas in Tokyo you could only see your parent level breakdowns and and variation analysis now in Utah you have the ability to look at the breakdowns for your child tables so if I come here to pre-boarding task or day one tasks I can look at the breakdowns in the the variation analysis for those sub subtables or sub processes if you will you don't have the ability to filter on them and as you do with the parent table but you do have the ability to view them which again lots of additional contextual information that'll help you do your analysis with working with these more involved processes foreign that's it from a demo perspective let's come back over here to the slides and I'll just open it up I haven't been checking the chat but does anybody have any any questions that uh you want to ask at this point in time any questions about anything that you've seen there today any comments or feedback that you want to share you can take yourself off mute or put it in the chat all right this is an arch I have a question sure what's up Raj yeah so uh you did mention that you know there is would not be a need to use the UI Builder and one I know the stuff can be created which is can be created in platform analytics and brought in is that specific to certain things or is it generally true that you can uh use all the platform analytic widgets directly in UI builder in uh process optimization I don't specialize in that area so I I don't want to give you wrong information um to to my knowledge that you should be able to build widgets inside of there and use them inside of the dashboards as well as UI Pages you're creating a UI Builder but again it's not not my area of expertise so I I don't want to say I'm 100 confident of that answer but it's a good it's a good question to to kind of maybe post on the community and see if she can get a more confident answer than the one that I just delivered yeah uh the other question that I had if I may is uh uh what about process mining for combo workflows for example you know we have part of the workflow in Virtual agent and then in some cases virtual agent cannot do a self-serve so it has to be handed over as an incident to let's say the service desk how do we mine these yeah so a good use case uh to look at it's really going to be a question of where is the the audit data that we want to use to build that map so obviously once it becomes an incident we've got how it's changed on the incident and then it came from the virtual agent if you look at a virtual agent conversation we'd be thinking about the interactions there and we we just have to see if there's and there would be a linkage right the interaction has a reference to the incident that was created and if I'm remembering correctly um if there's a linkage between those two records we could build that multi-dimensional map potentially um using the either the reference field or the child record as the connection between the two so it would be we'd have to look at the use case and dig in I've not went through that one specifically yet to see how it would play out but I would also bring it back to kind of what is the question that we're trying to answer with the analysis um where you know from an inefficiency perspective it you know potential really what we would be trying to answer would be hey where is the virtual agent falling down and we need to create these incidents I mean that if that's the question we're trying to answer you might not need the interaction a piece you just look at the incidents that were created by virtual agent as the channel and start focusing there yeah the high level uh thing that we're looking for is like look at our workflows in one place right so I mean if you can see the virtual agent site and also the incident side in one pane in one process optimization model that would be the ideal thing and um I don't yet see that it is possible uh but I'll kind of dig into this cool it's a good one already that's it from me thank you very much appreciate it thanks Raj anyone else have any questions comments things you want to talk about just double check the chat cool all right so some additional resources oh was there a question yeah then I see some people raising their hands maybe you have to allow them to talk okay hold on allowed to talk Kim I got you a lot of talk who else has got there Catherine's got their hands allowed to talk all right sorry I wasn't checking the attendee list I was just looking in the chat go ahead Kim you were first on the list you might have to unmute yourself I think I allowed you to unmute yourself Catherine you want to try yeah hello thank you for you yes I can yeah okay yeah I just have a question I'm not sure if this is a it maybe this is an answer special but we are actually working on some of the custom application for our clients and I just want to know if we can extend the functionality given that we can utilize the process optimization application for custom apps all right yeah so that's it love the question and the answer is uh I'll give you two two part answer the answer is absolutely yes they would require a process optimization for app engine licensing um so they would need to work with their account team on that then this the technical part of it would be for those applications do you have audit audit tracking turned on for the tables uh because then again remember that is that is the that is the fuel that drives the visualize map are we capturing the changes on those records that we can then visualize so from a technical side check to see that you have audit auditing turned on for the app the the tables driving that application and then from a licensing effective they should work with their account team to obtain the entitlement for app engine okay thank you um there's another one question um for TSM um TSM is uh is intended for um telecoms right and this is for mobile network something so that's it also um cater to have the process optimization given that it extends I believe to uh using the incident or itsm yep um so for the the customer and Industry workflows we support that the customer customers can obtain process optimization rights via the Enterprise bundle for those industry SKU industry products or they have the ability to add process optimization as an attached to their professional version of those licenses as well so yeah it should be fine there so it should be for professional and Enterprise yeah there'll be an uplift on the the professional um an additional thing that they have to license but it's available okay thanks thanks man thank you thank you that's all right welcome great customers uh Kim yeah and so this is Kim sells I didn't have a question I didn't know you were just high-fiving me I love it no I didn't know if I was the only Kim on here so [Laughter] oh that's great I really love the presentation that I learned learned a lot perfect thank you Kim high five back I've got a question coming in via the chat oh it's about uh it's a really good question so question came in about why not provide a third dimension or two by two histogram with duration repetitions in one view in order to see immediately the long-runnings with frequency I Great Piece of feedback uh Roman um but that's certainly something that I'll bring up with the product team I I love the idea so that's a very good piece of feedback maybe when we do the Vancouver uh update that might be something that's now added to the list or or a new feature so really appreciate that uh that input and that feedback thanks Roman anyone else got a question or something that they wanted to bring up and now I'll just check over here to see if there's any other hands raised nope all right so just in terms of additional resources this has been on the screen for a little while now but uh there is a now learning course called process optimizations Essentials out there so if you go to the now learning site it's about 90 minutes self-paced uh if you do it at two ton speed you can get through it in 45 minutes though if you're interested we've got a really good now on now white paper we've applied process optimization here at servicenow about 30 processes internally at this point um and this white paper details the the efforts that we've went through to stand up that process mining program here at servicenow as well as five or six of the different uh processes and the findings that we had when we first got started there's a really nice Forbes article out there written by our own VJ code 2 or chief analytics officer on the transformative power of process finding on employee experience we do have a community Forum specifically focused on process optimization I hope that's how many of you found us here today um if you're interested in things or topics and questions please post them on that that form we'll get them answered usually within a day for you and then there's also lots of other additional content out there for you I mentioned earlier that use case series that we started out these are short five minute videos on typical or different types of analysis that people use process optimization for so we've got five minute recordings for ping pong or multi-hop analysis Channel analysis and rework analysis out there today we're looking at things like canceled records and other types of use cases if you're interested in the use case please go to that series post it post your question or use case down there on what will work to get a short little video out there for you um and then also there's a in addition to these Academy sessions we've got a really good live on now getting started within platform process mining sessions so it really walks you through in an hour the plugins that you need to turn on um how to set up your first project and kind of some of the use cases and value you can get out of the product so those are the some additional resources for you to check out above and beyond uh what we talked about here today and then last chance for romance last last chance for questions anybody got anything else that they want to talk about here today or yeah so this this Kim so where is this going to be posted the your deck perfect question so the recording and the deck will be posted on the process optimization Community um and right at the top of that process optimization if you go to the community servicenow.com or community.servicenow.com um and just search for process optimization there's a specific product hub for process optimization itself and then there'll be an article for the process optimization Academy which will have the I think we've done 11 other sessions prior to this one so all the recordings of the 11 other sessions and the the PowerPoint presentations are posted up there I'll probably get this one out there by the end of today so you'll have the recording the slides uh on the on the community site for you as well perfect cool anyone else have any questions comments thoughts or feedback before we uh follow the day I'm good awesome so just to wrap up um as I mentioned earlier coming up in a month not in two weeks but uh in March right we moved to the monthly model uh we're gonna have the product manager for field service management join us uh Rob Schaefer to do a deeper dive on process optimization for field service management and some of the use cases and value there for you um then the plan right now is after that one of the things that we're learning as we talk to more customers is that they're really getting a lot of value out of the connection between performance analytics and process optimization so if you're not familiar you could be on a performance Analytics dashboard with the kpi that's on there and right from that dashboard if you see an outlier let's say a spike in SLA breaches you want to drill down in mind just the data between behind that Spike you can drill down and mine that data right from the analytics Hub behind that that um that widget that you're seeing at the dashboard level all you really need to do is configure performance analytics template for that table out of the box we provide them with the content packs but you may want to create your own templates or adjust those templates so we want to make sure that we cover kind of what those templates look like how to create them how to tweak them for your organization because it is a of performance analytics and process optimization are very complementary Solutions right you've got the what's going on with performance analytics um but then when you want to understand why those things are happening in the drill down into process optimization is is really powerful um and then in in May right now that the idea would be to kind of we're going to be we've got seven sessions scheduled at knowledge for process optimization there's going to be lots of conversation lots of insightful use cases probably are going to come up um so we'll I think it'll be a useful session to take some of the learnings from knowledge some of the conversations bring them back to this group um and just highlight some of the things that came up and and those conversations but we'll see that's always subject to change but I think that that's something that I think will be a good session for everyone that might not be able to make it to knowledge and then last thing uh although the process optimization Academy is awesome um there are other academies out there that are awesome almost as awesome things like the platform Academy virtualization Academy platform analytics Academy and the mobile app Academy so uh if you liked what you saw here and you're interested in other areas of the servicenow platform there are other Academy sessions for you to go check out really appreciate everyone's time and attendance today I hope you got some value out of this session and I look forward to talking to you in a month happy mining everyone