thank you all for joining us today I'm Deborah McGrath senior manager technical product Solutions marketing and I'm going to be your host for the webinar today you're going to hear one of our amazing solution Consultants Corey zahora speak about demand management challenges and discuss and demo how servicenow helps to solve those challenges Corey is a senior inside solution consultant with a specialization in strategic portfolio management most of what we'll be discussing and showing are features that are available as of our Tokyo release but if we do mention any plan new features we'll be sure to clarify that they're on our roadmap and subject to change and because of that we've also included our Safe Harbor notice that this presentation may contain forward-looking statements that reflect the current beliefs of servicenow all are based on current information available actual results May differ materially and should not be relied upon on making purchasing decisions and as always we'll save a few minutes at the end for a q a so please submit any questions you have to the Q a looking forward to the disc session in your demo so Corey I'm going to turn it over to you now thank you Deborah and hello everyone so just to go over our agenda today um we're going to start by giving an overview of SPM and where demand management falls into place then I'll be giving an overview of ideation and demand management and the workflows that go with them after I'm going to jump right into the demo so that you can see how this works in real time and then we'll wrap up today with some additional resources and upcoming events that we have so with that let's get started so let's first look at servicenow's approach to SPM you know we've really developed three steps so that your organization can plan prioritize and track work in the context of business objectives while giving everyone visibility so the first step that we have is strategy you know you want to road map your strategy to maximize outcomes with SPM we give you the capabilities to organize your goals and targets or okrs and then create that strategic roadmap through planning and prioritizing what work you have in your pipeline so really with this you can make sure your organization has an outline of what you'd like to accomplish the next step is alignment you want to make sure you align Investments to implement those strategies with our centralized demand we give your organization a single source of work intake these demands can come from any of your internal teams or your customers and with our ideation or idea portal you know your organization can get employee and customer feedback around new ideas and how their work can be accomplished there's also going to be a lot of continuous planning and review during this stage to make sure that your Investments are going to the right work so this stage of course is going to be the main focus of today and the last step is delivery you know organizations are becoming more agile these days so you want to make sure you can deliver on your work using any methodology doesn't matter if your organization uses agile safe waterfall or hybrid methodologies you can utilize them all to track and manage your projects with our unified Enterprise backlog you can also tie in other parts of the platform to manage incidents problems customer projects or work orders as well as releases and changes and with continuous Improvement you can tie your outcome realizations back to your strategies in order to be even more efficient so now with our approach laid out let's look at how that centralized project intake flows so I'm only going to focus on the idea portal and idea section on this slide um because the next one is uh has similar information but we can start our demand Management in different ways you know the first would be our idea portal this is a fantastic system because it engages end users around the next big idea it allows end users to collaborate on ideas by voting or commenting on them it acts as a single source of ideas in your organization it provides a pipeline to vetted ideas and it keeps the end users informed on idea status and progress so these ideas can then be turned into demands which I will show you in the demo but going to our next slide here you know focusing on demands here as well you don't have to start with the idea portal as demands can be requested from multiple areas so through the service portal from specific apps in your application portfolio from your technology portfolio or from any business capabilities that you may have as a demand is created you'll have the ability to align it to your strategic goals and have any key stakeholders or decision makers qualify it so then it can be reviewed by your pmo team or portfolio manager to determine um when it can be worked on so really you know talking about being strategic our demand management gives you all those capabilities to be so so with our demand management too you know all it business and application portfolio program and project work is located in one location where we can then help decrease costs from operational work and grow strategic initiatives since your organization now has a full picture of both operational and strategic demand so with that I'm going to dive into the demo so that we can see this in action so I am a demand manager currently and as you can see on my screen I am in our demand manager dashboard now I love showing our dashboards as they are out of the box and configurable um but with this dashboard specifically you're going to get a nice high level overview of all the ideas and demands that you have within your organization so you can see here you know any new submitted ideas your demands you can look at the pipeline that's associated with them as well so the total forecast cost if it's strategic versus operational if it's uh capex versus Opex any demand analysis that you have you can also see if there's any demand submitted that are not actioned by a state and then you can also look at your demand intake Trend here so really again you know just giving your demand managers your organization that high level overview you can go into the pipeline analysis here as well so that you can actually see you know where your demands are by business application you can look at your demands by business capabilities by your business unit um by type look at your Capital budgets with your demands and then again you know looking at your pipeline the forecast cost and the resources from pipeline versus in-flight forecasts so again just some additional information that you can see for your demands if we want to look at uh our idea pipeline we can see this in a visual task board and from this view you can see all the different phases that your ideas can go through each one of your ideas is going to be listed as one of these cards here and if you want to click on the idea here you can actually see the idea all the information that is a part of it but I'll actually go into the idea portal and show you ideas from there instead of from here and then you know looking at moving these through the swim Lanes you can just drag and drop these cards if you know or if you have the Privileges to move ideas through one swim Lane to another you can easily do so from this page and then you can also assign any resources to these ideas as well in case if you want someone specific working on them you can also view demands in the same regard so another visual task board with the same type of cards you can access the demand information from here as well and you'll see that these are going to have different swim lanes because your demands are going to go through different processes you'll also see that we have these demands split into different portfolios so this way you can align demands to specific portfolios that might be tied to some key stakeholders to make decisions on you know whether they should move forward with those demands or not so with that um I'm first going to go into our idea portal to see how we can create a demand so this is our idea portal and from this page you can see all the ideas that have been created you can also filter to look at your own ideas if you specifically want to see what you've been CR what you have created you can also sort your ideas by state so looking at the swim lanes that we saw on the visual task board you can select those and then you can also align your ideas to specific categories if you want to sort your idea specifically you can see them by recent most voted or created now what I also mentioned on the idea slide is that you have full capabilities to upvote and downvote on these ideas and then you can actually go into the idea to see what information has been presented with it so you can see you know gauge user interest see who's been commenting on them and you can also subscribe to certain ideas so that if you want to see the progress and what's been happening with the idea you can get notifications in order to do so now if you see an idea if you go back to you know your pmo team or who's ever making the decisions to authorize the ideas you can um actually go ahead and create a demand directly from the idea if it passes you know all your um uh ideas or I should say any information that you want to to create a demand out of it you can do so directly from the idea itself so from here going to create a task you can actually go into the idea and create a demand from it but you can also you know if it's something that you know that you want to work on you can also create a project an epic a story any safe or Improvement initiative from the ideas as well so really a lot of flexibility on what you can do with your ideas and then creating an idea is also just as easy as creating a demand from an idea as we go into creating an idea and if we type in a title here so if I just type in new idea you can see that there are related ideas to what I have typed in the title so with that really the value there is that it helps not create um multiple of the same ideas you know you want to make sure that the ideal portal that you're utilizing isn't just filled with the same idea over and over again so this gives your users a good way to check on other ideas that might be related to the one that you're creating if your idea hasn't been created before you can go ahead and fill out the rest of the information here so you can select a category that you want this idea to be a part of and then in the description section here you know this is where you're going to fill out as much or as little detail as you want about your idea you'll have the ability to add in any hyperlinks any pictures any tables add any attachments to these ideas as well just to make sure that you can get your point across so with that you know if you don't want to use the idea portal if you're going to create a demand from one of the other areas that I had talked about in the slides you can go ahead and do so so from this uh create a new demand form I actually am accessing this from the service catalog and with this form you know this form is configurable so right now I have only one uh required field on here that you need to fill out but these uh you can have more fields that are required so that when your users are creating demands um specifically from the service catalog or from anywhere else you know you can make sure that all the information you want input before it goes in the draft stage has been filled out so from this form you can see the creating a new demand you can see the type of request that it has so for this we only have project or enhancement that we can create for this demand you can see the business area that you can tie it to any strategic alignment that you want to tie it to you can look at the start date and delivery date you can look at the size the demand we have this labeled as a T-shirt size right now but you can you know see what how large of a demand could potentially be coming through looking at the estimated cost expected Financial benefits you can put all that information in there and then looking at the business justification any business areas capabilities applications affected looking at your known risks you know what if we don't do it any known assumptions and again you know you can even add attachments to these demands as well so really we want to give you you know all the fields of information so that when you create a demand you can kind of hit the ground running to then you know put it through its process so with that you know after we have created a demand I'm actually going to go into a demand that has already been created here so this is going to be our Acme new hire survey demand and you can see that we have a category aligned to it we can see the type that we want this demand to be turned into but again you know with your demands like we saw with the ideas you can have it be an enhancement an epic story safe anything else that you want your demand to go into we're going to have a demand number that's auto-generated from creating the demand we can see our approved start date end date as well as a start date if there's any description that we want with this demand that we can see this as well in the details tab here we can see that this demand is actually aligned to a portfolio we can also align it to a program an investment class we can see how the investment type if we would like to as well we can see who it was submitted by and if it was submitted from an idea we can see that record as well if we want to assign a demand manager to it we can or even a project manager if we know that it's going to be turned into a project and we have a project manager in mind for it you can see your Department business unit priority you know filling out the business capabilities applications that we saw on the demand form those can be populated here as well so really just providing as much detailed information as you can in this part here if we go over to our business case we can then see if this demand has been aligned to strategic priority if there's been a primary goal you can continue to build out the business case here so looking at your risks of Performing not performing any enablers barriers in scope out of scope any assumptions that you have with the demand so really again just making sure you get all the detailed information that you can within the demand looking at the financials from my high level you can add cost plans and resource plans with your demands too and with that you know any expenses that you have capex or Apex expenses you know you can make sure to add those here and that's actually going to give you you know your Roi as well as you can see your npv from this financial section here too but if you want to get more of a breakdown we can actually go into the financial section here and from this summary page you can see all the cost plans that we have associated with this demand if you have any monetary benefit plans you can add those here as well as any funding streams too so at the top you can also see you know your total Plan cost if it's capex or Apex your budget actuals Financial return and any benefits that you have and then if you want to see different fields or views for this table too you know you can see it by yearly quarterly or monthly talking about your resource plans as well we can actually go ahead and dive into our resource plans that we have here and this is just going to be you know giving you a good idea of what resource that you potentially want to utilize for your demand you know if it's turned into a project you can create those here or you can create them in the project as well but if you really want to make sure you get all or as much detailed information in your demands before you know it's moved on and qualified and turned into a project you have full capabilities to do so in terms of planning now if we go down to the bottom here we can see in our related tables that you can actually create demand tasks that can be associated with this demand so if there's anything or any information that needs to be added to the demand before it gets qualified you can make sure to create those specifically from this section here since this demand is aligned to a portfolio we do have key stakeholders that are associated with that portfolio so you can see all of them that have been Auto populated from being in that portfolio uh within this section here and again if you have any risk issues other information here you can see those there from the resource plans that we went um into that other page you can also just see a high level overview of what those plans are from this section so you can see the hours planned plan costs you know and then you can dive into actual resource plans from here as well and then looking at our cost plans to just giving you that same high level information that we saw in that other page so really you know looking at doing adding all the information that you can on one page that is you know really a great value that servicenow's demand management has so after you've entered in all the necessary information that you have or that you need for the demand I can go ahead and submit this demand and you can see at the top that that will move the demand through its next phase to go to submitted and as demands are submitted you can actually go to the assessment data tab here and you can see if an assessment is required for this demand to become qualified so if this box is checked off here an assessment is going to go to the key stakeholders and they're going to be able to fill out that assessment and score the demand so that it can become qualified and that's really how it goes through the screening phase but like I mentioned before you know if you have a demand manager or someone that is able to bypass that assessment and bypass the screening phase they can go ahead and qualify demand without having to go through that process so just for the purpose of this webinar uh we'll bypass that assessment and I'm actually going to make this demand a low risk and high value demand because we want to make sure that we can turn into a project and it gets qualified appropriately the size demand will keep it as medium and as I qualify this demand you're going to see that our score here populates so you see now that we have a risk score associated with this demand you can see that we bypassed the screening phase so we don't have the assessment and now our demand is in a qualified state so with your demand in the qualified State you know how do you then determine what demand you want to turn into a project or you know what you really want to work on so that's where our allocation workbench comes in and I need to get rid of the zoom bar up there but instead I am going to go to the demand workbench from here so from the demand workbench we can see a bubble chart at the top here and other accesses we have value and risk hovering over each one of these demands you can see the risk value and size that's associated with them and even you know you can gauge the size of the demand just based on the size of the bubble so with value and risk here you know any of your demands are going to be in the top left quadrant they're going to be higher value lower risk so probably something that your organization would want to pursue as we move to the bottom right here these are going to be your high risk low value demands so probably something that's going to be wanna um that you're going to run a re-evaluate um not necessarily something that you don't want to work on it definitely might be an important demand but it is something you know that has potentially high risk that you know you want to make sure you address before you start working at it or change it into a project on the bottom here uh you can see all the demands that we have within this chart you can see the numbers associated with them the portfolios with Stage risk value size that they are and then you can also sort through these you know if you want to see a specific portfolio you can do so from there or you know you can show a sort from A to Z or group by portfolio if you want to get a high level you know overview of what those demands are so that is our demand Management in a nutshell I'm going to go back to the slides now and go into our next section on resources and upcoming events so on this page we have some great resources for you all to further you know gain knowledge on our demand management we have our of course product page on demand management we have some white papers that you can access and then we also have a couple videos one being a value Talk video and the other being a demo demo Now video for centralized demand management and if there's any additional information that you need you know you're always welcome to look at our community page as well as looking at you know the project page of strategic portfolio management that we have so with that I'll hand it back over to Deborah to talk about uh our upcoming events hey Corey thank you so much that was great on the last Thursday of every month we present a webinar new SPM capabilities or enhancements to existing applications and you can access this webinar or any of our prior last Thursday's webinars on demand at community.servicenow.com or click on the tiny URL that I posted in the chat our next webinar will be on Thursday March 30th and this one is our SPM Utah release overview so all those great capabilities that are coming out with our Utah release join us for a discussion of that we also have an APM Summit that's happening two days before that please join us for that where you can hear directly from customers about how they're managing their application technology portfolios with service now as well as a panel that discusses how they're leveraging APM along with it asset management and we'll also give you a sneak preview of our APM roadmap Corey one of my big takeaways from your presentation today is how we help centralize the capture of all demands right so both strategic and operational from the ideation portal but also from the service portal change requests and then be able to evaluate and qualify them together rather than in a vacuum so you have a much idea of that whole idea to Value stream several questions related to that so let's jump to them so the first one can you address how the idea portal and other portals work to consolidate work and bring to demand and I think you showed some of that but can you just reiterate yeah so the idea portal you know can be utilized by you know your internal teams or your customers as just a way to bring um ideas of how they can potentially do work better new ideas for potential projects and with that adding in all those ideas to that one portal like I showed you there's a way that you can you know vote on them see what information is detailed in them and then have you know your approval team to be able to vet through them to see specifically what has gained the most traction you know what is potentially a great idea that could align to your strategic goals and then from there you know create a demand from it create a project from it if you want to skip the demand process but really you know we always recommend going through a demand at that point because you can have further continuous planning to see you know all the additional resources financials any other information within the demand be able to vet that out before it does get turned into a project several related questions but one was they wanted to see can we see a demand that becomes an enhancement and they certainly could if we had an additional amount of time prepared to show that but that's actually the beauty of it so it can become you know you can convert it to any type right I don't know if there's anything you wanted to add Corey yeah no I mean it that's that's the the great thing about our demand management platform is that there is so much that you can do with it um that it really is flexible and can be tailored to your organization's needs so I you know just showed you a little bit today on how you can turn it into a project potentially but yeah you can turn into enhancement um epic a story you know anything that your organization needs that is you know the flexibility that our demand management gives you we have several questions and we're really running up on time I'm going to take one more what happens if the assessment is created before the man moves to qualify that qualified State this company's business team wants to set the score manually rather than through an assessment so you you don't have to send out an assessment as it goes through that phase um we we see a lot of you know our customers doing so just so that they can score it appropriately with the stakeholders but you know you don't have to have that sent out that doesn't have to be a part of the process it's just something that you know we we follow all PMI standards with our demand and project management so that's something that we have in place but you don't have to have that to be able to go through the screening phase if you have a team that does that scoring themselves you can have them do so if uh if need be Corey thank you so much for that great presentation and demo Ryan thank you for helping answer some of these questions as well yes thank you everybody thank you Deborah thank you all for attending