[Music] foreign Adler and I'm a digital transformation advisor here at servicenow I focus on the federal space spend some time helping some DOD customers and some civilian customers transform their digital operations and their experiences for their users and their customers I always like to know who I'm speaking with so a couple of questions raise a hands if you're from the civilian side of the house let's see a show of hands a few of you good and what about the Department of Defense anyone in the dod space excellent up here and our friends from state and local anyone here from state and local very good representing good excellent and then lastly how many of you are I.T familiar with it understand the nuts and bolts the operations of service now and then how many of you users of servicenow and I think everybody's hand is going to go up here excellent so the good thing about this conversation is it's not a new conversation it's an extension upon the experiences and the workflow capabilities and the harmonizing of all of that workflow that goes into what you're using servicenow for today but extending it outside to a brand new use case which is managing these assets and let me hear from a few of in the audience what kind of assets are you most curious of managing just a couple shout outs furniture laptops okay vehicles I like the vehicles one let's stick with the more complicated ones vehicles Furniture another one that's complicated what about you okay parks and recs equipment fantastic let's stick with parks and recs let's use vehicles and then Furniture just for their ease of conversation and the scenarios that we'll walk through the goal of this session for the next 30 minutes is to share with you how servicenow has really evolved to help manage the full asset life cycle from Soup To Nuts Cradle to grave to ordering to acquisition to managing to taking in inventory to then dispatching that inventory installing it surfacing it and then when it's ready to be retired or disposed of accurately disposing of it per your unique requirements so we're going to start off with a couple of stories because it's end of the day and Andy and I thought it would be nice to start with a couple of end cases use cases in mind so we're going to flip the slides and I'm going to tell you a story because everyone likes stories we've got uh we've got the Safe Harbor so forward looking we've got to redo that so the the nice thing about this first story is it's one that's very uh close to my heart because it's working with the U.S army soldiers and their families this is actually a live application that's running today and the Army had a challenge a couple of years ago servicing their assets their Assets in terms were houses that their families and soldiers around the globe lived in so when you enrolled in the Army and you were living in different areas around the globe you could actually live in army-based housing you might recall the New York Times And The Washington Post had front page articles on how the Army was not supporting their soldiers and families because they weren't able to accurately manage their Garrison housing reports would come in the black mold reports would come in of broken locks really just horrible environments that none of us would want to live in let alone our soldiers and families would want to have them live in so the challenge was present for the Army to collect and manage and track all of the data and once they were able to collect the data they were able to make improvements to that data and manage their assets so you see from the slides on the bottom of it in the first two years there's a million cases that have come into this application and believe it or not this application runs on devices like this application runs on laptops doesn't matter the operating system it's really easy for the family member to say you know what I'm going to report this incident of a broken furnace and we're going to get it fixed and then the soldier can go and worry about their main mission not that broken furnace and then that work sets off workflow so really easy to use tools that the Army was able to deploy to capture those requests for broken furnaces or black mold or Plumbing issues to improve the morale of the soldier make it safer for them and really Elevate The Experience so that they can go about their day and worry about what's mostly important at the end of the uh initial pilot for this I should say the pilot was actually deployed rapidly uh Contracting took months as you can imagine but once the contracts were signed the solution was stood up in about 12 weeks which is lightning fast for governments of any size so that's pretty dramatic but what they saw was reports were coming in and they could actually manage those reports they could fire them off automatically to the Department of Public Works responsible for locks Plumbing you have electrical issues furnaces and then work orders would be created work orders will be assigned and tracked down to the asset and down to the task level which is really good digital modernization for the Army and for their users the soldiers and their families what we're also also able to do is extend this not only from the soldier and the families experience but the experience of the DPW technician or the Army Workforce that's supporting the soldiers globally they've got a really nice easy to use tool that's modern and frictionless and they don't have to be a rocket scientist to figure out how to get that furnace repaired that just came in last Tuesday that report and scheduling is automatic scheduling is on your phone and if something comes up and they need to change the schedule for that repair they can easily just like you and I can do at night when we're ordering service from Domino's and we got that easy to use tool or that Pizza Tracker the soldier and their family member also can change the schedule and make it really convenient so the the the the result of this has been very successful for the Army they are also because they're running service now they're able to extend this and manage the assets the hvacs the filters uh the windows that are cracked that need to be replaced they can manage all of their Assets in the servicenow instance that they're already running and approved or be running with today so that simplifies it for them because that holistically brings together all of that separate workflow into one system of action so from the Army perspective they've got a sheet of glass they can look at pull up reports make decisions on they can actually see the cases coming in the requests coming in they can see the success of those cases being closed or the challenges of them being closed they can take action to dispatch a technician to fix that furnace or build that uh repair any incident that comes in but it doesn't really matter to servicenow if you're talking about furnaces or you said vehicles or furniture or Parks and Recreation it doesn't matter their service now if you need to track a vehicle or the hundreds of parts that go into a vehicle or a tank or a truck or airplane those are assets and if they've got a tag which they probably do or a part number it can be easily managed in serviced now just like that Domino's Pizza Tracker I talked about a minute ago so the transformation for customers comes when they realize the value they can get out of their existing service now in for in investment and throw more workflows at that investment to manage Soup To Nuts holistically these workflows that we're talking about today so that's a really good story I think I'm going to turn the microphone over now to Andy and he's going to talk us through another story thanks everyone everyone hear me okay yes no I have a very loud voice I probably don't even need the um the uh microphone my job up here is also to kind of keep the trains running on time so Kevin went a little over so I'm going to talk really quickly uh and we're going to get through this so we can give it over to Eric so um we have a customer that another next use case is we have a customer and they're responsible for the distribution and management of thousands of individual skus right thousands of individual products and those products are managed and housed in 70 70 plus warehouses across the country right and so that dovetails down to about a million million and a half actual pieces of inventory that they're managing uh and so I mentioned that just because it's scale and scope right it's it's a large opportunity it's a large um it's large environment to help them come up with with how we're going to make it more efficient so we sat down with the customer we had some uh Discovery with them and we found their pain points and today because I'm going to go a little quickly I'm just going to talk about three there were more than three but I'm just going to talk about three the first one was on the user experience from the ordering perspective ordering was kind of clunky really old um it wasn't the customer's fault it's just that the systems they used were really archaic and they needed to be updated so the old ordering system didn't look like what we wanted it to look like for digital Natives and for all of us that are used to going onto Amazon and ordering something and putting in a cart and hitting submit right it was hard to do so we fixed that then we had to talk about how are we going to fix the next part when the order goes to a um to a warehouse right so again it would go to 70 different warehouses depending on business rules of region or what type of of equipment were they going to be sending out well the problem right is and I'll just use one example was visibility it's the biggest problem they had because across the 70s warehouses they were almost completely siled so in other words um Warehouse 9 didn't know what Warehouse 11 had and they didn't know what Warehouse 36 had right so the problem is if an order hit let's say Warehouse nine and they were buying a box of pens right they could go in and say okay we don't have any pens we need to order more when uh Warehouse 52 has tons and tons of pens right and so the problem is is you have this you have an absolute inability to do any product optimization right but with servicenow and what our solution does and what Eric's going to talk about is we were able to go in give them the ability to see every different warehouse and say hey uh Warehouse 37 has 500 boxes of pens we're going to kick off a a workflow which is going to be a an in I always get these confused inter yes inter Warehouse uh transfer between the two right so I don't have to go and buy more pens because there are pens all over the place they're just not in my in in my warehouse right so huge huge huge increase in productivity and as we can get to that product optimization across the entire ecosystem not just in that one particular warehouse and then that bubbled up to the to the leadership because the leadership at no time was what they called audit ready and if you know what that means they're saying and we don't know what in the world we have they didn't know how many units of X that they had at any one time and if they tried to get it it was just data call after data call after data call and by the time they had a number it was stale so what servicenow allows them to do is in one single dashboard they can see everything they have at once all the time right so we have the user interface that we we helped fix we had the um the warehouse management which Eric's going to walk you through which we help fix and then the last piece was delivery and maintenance of so when we sent out information that those uh pieces of of inventory out you know how did they get there how did we track that uh suppose they were broken and they had to be sent back how did all that work how did those workflows work if they needed to be serviced and that's what Brian's going to talk about how do we create a work uh Work Management a ticket that goes out and can fix those so that solution right is multiple servicenow products but what it did is it took it takes the the efficiency from a really you know I'm going to say it archaic sideload solution and it created efficiencies across the entire organization and the one that I like is just that the middle one that 92 percent increased Inventory management right so as we get closer and closer to that product optimization and that product optimization means an Roi so with that those are our two stories and they compose lots of different products and so now Eric's going to come on and he's going to talk specifically about our Enterprise Asset Management solution which we're really excited about it's it's two releases old and right and uh and we're getting tons of interested folks and it is for exactly what we talked about which is non-it assets thanks Andy yep can everybody hear me okay all right okay so when we when we talk about Enterprise asset and and we look at the management of I'll use the technical term that I I use within my teams this is our stuff um we want to be able to track it accurately we want to be able to know what we have we want visibility to risks within our business when we have maybe overlapping work overlapping processes more than one way to do things um and it's not so much more than one way to do things but it's inconsistencies between the process that causes our inaccuracy now when we talk about the end-to-end asset life cycle you heard the guys touch on it earlier this is acquisition through disposition when I'm planning to acquire new assets I need to consider what those assets are how to bring them into my business what to do with them once they're here how do I put them into service who's going to be consuming those assets um and then how do I operate them I have bulk based assets I have serialized based assets where I need to be able to tell one from the other um when I'm working through maintaining those assets is this something that I'm only reacting to tickets come in we respond we dispatch we repair okay or do I have the ability to now when I'm looking at this end and ask of the state start to look at information surfacing out of the data well we're seeing um we have a press in our Factory that's breaking down after so many hours of usage we want to schedule maintenance ahead of that cycle keeping it online longer keeping it online um and productive in our environments and that's really the thing we see when we start moving into the Enterprise or business driven assets whether they're connected or non-connected oftentimes these assets are connected to driving revenue or core operations for each of our businesses so making sure that their Readiness and availability is very critical to being able to deliver value back to the business now when we talk about the solutions that were caught out in the stories um we want to be able to look at the servicenow approach of that single platform single data model single architecture because across our platform our products work together seamlessly we want to make sure that when we look at the ability to manage the end-to-end lifecycle and we have a specific need for how we're servicing the assets and how we're optimizing that within the business we have the ability to pair asset with our field service management capabilities foreign my name is Brian Tobin I'm the field service guy that's all you really need to know now when we look at this slide no I'm not going to read every little circle because we'll be here until next Tuesday um but Field Services literally the send a person process I need to send the right person with the right skills the right resources the right parts whatever they are to the right place at the right time to do the job right the first time really simple right yeah if it was simple I wouldn't have a job so when we start looking at field service we kind of break it down into the The Arc down at the bottom which is we want a frictionless experience for our reporting party and I use that term loosely it could be calling on a phone going to portal using a connected device to report it using a maintenance plan to trigger those activities when do we need to go and do those activities and then if I am going to a portal can I deflect some of this can I create some knowledge content articles that tell me how to adjust my thermostat so the HVAC person doesn't have to come in and adjust it for me how can you deflect some of this including things like augmented reality and the ability to do remote repair then when we move up to that next step which is after we've determined we have to send a knuckle dragger out to go and do the work I was one so I can talk about myself that way we move into schedule and dispatch scheduling is really simply that act of matching that perfect person with all their stuff and their baggage with them to that perfect job and then automating that so that you can do as much of it as possible without human intervention then dispatch is the second piece of that once you've assigned all of this work there is a great quote from General Patton that I use in field service all the time no battle plan survives first contact with the Enemy intact I had a great plan when I went home last night when I came in this morning Eric got sick Tim's car broke down the gym got struck by lightning whatever it happens to be I now don't have the number of resources I had how can automation help me deal with those exceptions and only bubble the exceptions up that humans need to touch so that's that real-time view into what's going on right now and then we move into Resource Management who are my people who are the the assets that I need to carry with them tools equipment Etc I need a bucket truck to go do this kind of repair and this doesn't have to be just internal people it could be external folks third party contractors it could be a combination of both we're not proud we'll deal with any of them and then the last part of that segment for those folks is job execution when I get out in the field had what did I do what did I find what did I consume how much time did I spend and again doesn't matter if it's an internal user if it's a contractor or a combination of both being able to collect that data in a very easy format on a device this small unless of course you're an intelligence Community we'll have a different conversation about that um but being able to use the device that's in their hand the same thing could have happened for the person reporting it I observe a problem I pull out my phone I say I observe this problem I go back to my day job I don't run back to my office to report that process and then the last thing is every kid's a straight A student until report cards come dashboards reporting integration to business intelligence being able to take if scheduling dispatch is Real Time View and what happened this second dashboards and Reporting now frees me up to look at am I tracking against my North Star am I on track with my organizational goals and the things I need to be pointed at I can tack back and forth as I'm go going but I really want to keep going in that straight line you can now use dashboards on reporting more to to do that straight line track when I was in the field I'd get a report on Wednesday morning that told me how well I did last week and I used to call it an LPI a lack of performance indicator because not only was it for last week and I actually couldn't do anything about it I'm two and a half days into this week what am I going to do this week so any changes I make now won't affect me till next week being able to do that combination of real-time View and the dashboards and Reporting gives you that ability to say I can fix it immediately but I want to make sure I'm still tracking so that's kind of again if you have another bi tool you want to feed the stuff into it we're not proud we'll integrate to any system on the front end we can integrate to any system on the back end and that's kind of the whole spectrum of field service in a nutshell and I'll hand it back to my pal Eric thanks Brian so I think as we go through this a lot of a lot of times I default to thinking about complexity in my own environment and what's going on a daily basis and there's so much to do and there's so much going on but I wanted to boil this down to a singular practical example because when we talk about scaling Solutions you know table Stakes for us is this must be practical it must be repeatable that's how we see success scaling through our businesses that's how we see results in our data accuracy of our assets and making sure that our technicians get to the right place okay in this example we have um uh we're showing our asset manager who's who creates maintenance plans refresh Cycles against assets um you know we have uh we can use a stereo air conditioner brakes okay um they our asset manager they're they're reserving their stock they're running their warehouses they're running their distribution centers uh making sure localized inventory is in place fulfilling requests for um fulfilling requests for end users as they're coming in refreshes for pulling age devices out they're they're really responsible for those assets inside of their environment now when we have that disruption of service that air conditioner goes down we have our instant ticking coming in our case coming in and we have a technician that can then go diagnose and look at what is that failure that's going on now if I'm that technician I need to do a couple of things understand what's going on and understand what is my resolution to restore service okay customer satisfied when service is restored in this case now when we have this seamless system they have the ability to identify and pinpoint where the equipment is available they have the ability to source that or pick it up from the appropriate location or borrow it from necessary another location if it's unavailable and and we want to be able to think about hey if I'm doing that borrow from local site can that auto kick off a reorder process for me so we're making them whole in cycle okay that it's not just these arbitrary activities now we have gaps and they will figure it out later okay a good asset management system is the ultimate Pay It Forward system because we have the ability to prevent um loss of service next time when we get that dispatch technician the location of where something was deployed it's there what a novel concept um but our technician they are the feet on the street they are picking up those parts they're performing that service whether it's regular maintenance or to restore that service to the air conditioner they're bringing those assets back to their Depot centers to the asset managers who have the ability to say okay um can I do an inventory check on this and maybe run it through an RMA process for we're covered under warranty for repair replacement get it back on the shelf for reuse of my assets being able to look at you know what this is irreparable or we're not going to put the cost for repairing this so we can look at processes of resale disposal donation um even if we have asset leased assets that are coming off our books be able to execute a lease expiration process that would consist of either buying out my lease extending it or doing a like kind exchange or return so having these process driven flows means that our technicians that our people that are doing the work every day they don't have to think about that advanced Next Step they really want to be able to focus on performing work in their environment go help your customers okay go restore the service to the air conditioner go make sure that our our medical equipment is staying online or that the beds are moved from the third floor to the to the first floor um but making sure that we're doing this in a single system of accuracy allows us to put automation when they complete their work let me just go click click click in a database you complete the tasks the the task that contains the asset we like to say the asset comes along for the ride and we want to be able to extend that into the assets we don't see such as contracts on this I.T side such as licensing um but even on the front end to be able to see what types of service are they eligible for to make sure that we can either pull parts or do we need to ship this off for a repair so having this information at the fingertips of the technicians when they're doing work again singular example break fix repair the asset manager has the equipment available they can pick it up restore service and then dispensate the the old asset now as we scale that out to an end-to-end life cycle we have lots of opportunities for engagement from the time that asset is acquired all the way through its disposition that's what we've looked at and embraced within the Enterprise Asset Management product is how do we put prescriptive workflows automated activities mobile actions to make it easier to work with but to address every major life cycle Milestone and the work activities that go on within it okay we want to be able to deliver a seamless experience for our customers so that the information is in front of them but it's not so complex that it's daunting so we say when we look at how to how do our people retrieve work or how do our asset managers even know what's going on in the environment developing out dashboard views Command Center like views so that when they come in they can quickly identify hey we have a disposal order we haven't received certificates on we have a stock order that hasn't been fully received yet they can quickly isolate that information take their process forward and remain accurate in their environment while completing their day jobs sounds really easy right now um but the really what we strive for here is is from a from an end from a solution standpoint within servicenow we want to make sure we're embracing that single platform single architecture single data model so that it can accept any assets within my business um whether in facilities medical technology-based serialized consumable okay and then we partner with our industry teams so that if there are specific needs through those Industries if we need special medical classifications if we need special information about how we complete processes we can partner with those solution teams and Industry teams to deliver that forward for your industry but we want to make sure we're delivering that horizontal end-to-end result for all of our servicenow customers now everyone will get a copy of the slides in here um and we did want to create a couple examples in here I will not read you through the eye charts this close to happy hour um but I do want to call out please retrieve the slides we put a couple use cases in here on inventory um we did put another one in around refresh planning and installation and real life examples coming out of our customers as well as proactive Fields service maintenance so if if you are interested please dig in the slides take a look at the situation desired action that we're delivering out of the servicenow solutions um but I know we're just a couple minutes from the top so I think we want to reserve a little bit of portion just get a couple questions from the from the group here do we have a mic to carry on yeah so we're we're building it inside so the question was around Predictive Analytics um is that something that we're bringing from a different working with a different Solution on or doing within service now okay um we are doing that in service now um we are looking at uh as we look at maintenance activities as we look at work history activities even if we look at stock replenishment activities um being able to bring recommendations in for um the restocking as an example is driven out of Rules from the system all of the assets and this is why you hear me beat the drum of Automation and life cycle but every single process you follow what you don't know or you would see in the system we're writing that history log against every single asset when we're updating attributes we're writing that history log so we can mine that to be able to um do exactly that Analytics what would I have done over it's a tricky question so all right here here yeah it would have done it sooner um I didn't share full history I was a very uh early customer of servicenows I spent about six years in our partner ecosystem and I've spent the last six years in our product team when I came in it was a goal to be able to create a single platform for assets that had advanced process across service now so I helped launch the Sam product I launched ham and really being able to build out to address enterprise-grade assets for all of our customers was the goal so I'd go back and just say I wish we could do it sooner um but being able to solve these um really large use cases at a very simplistic level and scale it this was the goal thank you other questions from the group so the question is does this have GIS capabilities for visualizing where our equipment is maybe on a map or a view I'm going to go back to that Safe Harbor slide right in the beginning um our our Utah release is is coming up in a couple of weeks it is early access for those of you that see it those capabilities are something you will see later this year um I will pitch the knowledge conference if anybody's looking at our webinars knowledge conferences there will be a lot of information about what's coming um but yes soon when it when it is in the field service portion of the product we can show you where your texts are where your work orders are there is a layer that can turn the assets on that are going to be serviced so there is some GIS data there is also the ability to geofence some of it so when a tech gets within a certain distance we put them on site so that the tech doesn't have to remember or if you have security issues where you need to know the person's coming we need Alert security before we get to the physical location we can put a ring around it and all that information is in there but as Eric said there we're continuing to expand into other areas of the platform and the products in the AM solution there will be another layer that allows us to do that yeah so four texts today four assets yeah soon yep okay um I will say we will be around after the session I got zeros on the clock here which means I we are now keeping people from networking and that's not where I wanted for any of it but uh thank you very much for your time your attendance join the session [Applause]