all right um let's go ahead and get started thank you thank you everyone for uh joining my name is Lowell Amos um I am a director of um AMS which includes the United States and Canada for our service style customer outcomes team and specifically I represent uh expert Services which is presumably while you're while you're all here is to hear a little bit more about expert Services I've done a service now for about 10 years now so I've I've got some time in I'm here at servicenow we we always say that uh it's like dog years because our company has grown so quickly and it's been you know for me professionally it's been quite a ride to be a part of you know a high growth software company so that's who I am I'll give you a couple more pieces of information about myself as we go but what we're here to talk about today is how to accelerate the implementation of your servicenow Solutions and that specifically is focused on a service group within servicenow called expert services and we'll talk more about what that is and what that means in just a few seconds but before we do um I have to show this slide this is our Safe Harbor notice and from forward-looking statements uh I won't read this to you but uh if you're super interested or an attorney feel free to grab a screenshot uh this presentation will also be posted online and the recording available to you but basically this says that if I say anything that isn't true or is forward-looking um there uh there's nothing anybody can do about it so without any questions on that we'll move on this is a series of of webinars that servicenow provides on a variety of topics we also have meetups which is kind of where we we virtually or or directly meet and talk about different topics so feel free to take a picture of that um QR code and you can see all the schedules of everything that we have planned and I believe there's a link also in the chat so if this webinar is your first one I hope you find it interesting and will be interested in others if it's not then feel free to click the link and look at the schedule of what's upcoming that's might be product Centric or Services Centric for all the things servicenow can provide to you free of charge to help you derive value from our platform um just as we get started there's a couple of house key dipping items there is an opportunity to have a q a at the end of this session you're all muted right now just because there's there's a lot of you and and if there's a background noise that can kind of be distracting but we will open up for Q a at the end and uh one of my my colleagues will be monitoring that so we'll try to get all your questions answered in the last 10 or 15 minutes of this uh session there is a q a link within the zoom window hopefully you're all familiar with that or can figure it out uh if not send one of our hosts a note and we'll be sure and catch you sorted uh like I said the presentation will be recorded and we'll share that on the servicenow community so that uh if you want to review it you're more than willing to do that and we do ask after the event if you'll take a quick short survey just for feedback so that we can continually improve these webinars as we move forward we do this exclusively for our customer set and so anything that you tell us is taken to heart and we try and you know adjust and make these better as we go as professionals we should all do um so with that that brings us to uh you know thank you first of all thank you for joining uh you've decided to invest an hour of your your day into uh listening to some of the things that we have put together for you so I appreciate that uh again my name is Lowell Amos um I am the the director for expert services for the AMS region and uh I have kind of a unique perspective I think then maybe not unique but uh certainly diverse experience as servicenow in that my entire career has been spent in the services side of our business and I filled a variety of roles and have managed large-scale engagements probably going on 100 now in my career here before taking a leadership role where I I support and advise 50 or 60 of our go to market team across the US and Canada so I think one of the reasons that uh you know I was asked to give this talk is I have have seen a lot of the good and the Bad and the Ugly that's out there and watch sure you're mostly the good and and what good looks like so uh as any presentation uh this is kind of a framing slide to talk about um that that word called implementation and our friends over at McKinsey have a quote the potential for Value loss in a digital transformation project begins as early as day one with the largest share of the value being lost during implementation and I think that is uh kind of a you know self-evident statement in some ways uh but I think when you think about it it's really really important to consider uh the importance that implementation plays in the value realization uh equation um so why is that and you know a lot of people you know can scratch their head and think about that but uh when you first go through a digital transformation Journey you know certainly uh software is an important component of that but an equally important component is the organizational change and the process re-engineering work that has to go on in order to change the way people work and and that's fundamentally what a digital transformation is is changing the work the way work is seen consumed reported against and done to get a better faster and cheaper result and implementation is how that vision of better faster and cheaper all together is realized over time and I think there is oftentimes a gap in understanding as we move forward to think about how we envision the future and then the reality is there's an inertia to stay where we are and that's just a normal part of being a human is we kind of abhor change and there is a great deal of opportunity to want to recreate what you already have within the servicenow platform or to create requirements and and implementation configurations that best make no sense or at worst are inconsistent with the vision and the business value that you're trying to create so one of the things the the biggest challenges around implementation is how do I do it in a way that truly transforms and gets me the business results that I want and that's what we're going to talk about today because servicenow expert Services has does one thing and it does it very very well but we're focused on one thing and that is being world-class and implementing our software so that you get the business result that you want and that is the only thing we focus on and is the only thing we do so uh Pop Quiz uh we have a poll question um before today uh how many of you have heard or knew that service now had an organization called expert services I'm going to take a second to give everybody a chance to respond because I'm very curious about the answer to this we're running neck and neck on 50 50. all right click yes or no we got 10 seconds all right so where we stand right this second 55 percent of the group uh has not heard of servicenows expert services and 45 percent have and that's not terribly inconsistent with with what I thought um we're one of those best kept secrets in the servicenow world we do have a lot of folks that are dedicated only to doing implementation Excellence so we'll talk a little bit more about that now so since uh many of you have not heard about expert Services what what the heck is it right so really what expert Services is is part of an organization called customer outcomes there are three arms of services within customer outcomes expert Services is one of them and what is really really focused on is turning your strategy and vision into what we call update sets or configurations so that the software actually instantiates the workflows and business processes that you want from a perspective of value creation so if you think about a process and uh you know for those of you that are that are I.T professionals The Incident Management process is always a good example because almost everyone's familiar with it um this is uh this is what we do we take this vision of what an incident management process might look like we have optimized it to be world class uh across the the world of the entire body of knowledge of ITIL and it4it and we have built that within our platform and what expert services does is take that generic process and configure it to meet the needs of your specific business and that might be reporting needs it might be SLA targets it might be ticket routing rules but all of those things are really decisions around requirements that you have to make about how you want your incident process to look like and what we would suggest is that you start with the out of the box process and then configure it appropriately oftentimes people ask us well what is everyone else doing and that's one of the big pieces of value that expert Services uh can bring to the table is that you know worldwide we have you know a thousand plus professionals that that's all they do is is have the best practice from a business process and Technical expertise of how to best instantiate workflows within your platform whether that be you know incident problem and change an HR Service delivery function or some other uh workflow dealing with customers or or really any other workflow that you can imagine so uh having said that these are kind of the services that we offer um we offer servicenow product expertise we have very very deep understanding of of our product as we should since we we wrote the Beast and we also spend a lot of time making sure that our Business Consultants and our technical consultants are certified and are current on our technology and any innovations that are coming out I know generative AI is a big topic right now and we have uh Professionals in all of those spaces whether it be you know itsm which is something we've been doing for a long time or something new like generative AI where we ensure that our product experts are up to date and current on the latest and greatest release uh in how to implement and instantiate those Technologies within your organization we also have an unmatched track record for uh success expert Services is not a new uh organization within servicenow it's been around um here since uh I think you know before we went public in 2011 um has been a critical component of how we support our customers we have done thousands of engagements um across the world like I said I've been involved personally probably in like a hundred we also have collected a library of leading practices and right now we're at like 11 or 1200 of those leading practices that we keep in a library called create now and we'll talk a little bit more about those assets and how you might leverage and make use of them uh and likewise we have a very robust methodology that's on its I don't know fourth or fifth iteration uh of how to actually step by step work through a service now implementation from you know I've got a great idea all the way through to my software's now up and running and uh we are we are actually deriving value from the implementation so this is what uh servicenow expert services does um and we'll talk a little bit more about the teams and and how we do what we do in just a couple of seconds we also have multiple implementation models um and I think this is this is really important a lot of people ask me you know well I've got Partners there's a lot of people out there that are certified in servicenow implementation practices you know how how do you guys all fit together and What Makes You Different and we actually have two different engagement models depending on who you are of how we might collaborate one is what we call co-delivery and this is where you maybe already have an implementation partner that is you know works with you on your servicenow implementation but maybe it's a new product and you would like servicenow to have a seat at the table so that you can get advice on new product features or upgrade paths Etc so we have a collaborative methodology that we work directly with our partners we actually publish all of our assets out to our partner ecosystem so that they can work with us to infuse all of that service that expertise into the implementation project so that's a code delivery approach approach and that oftentimes happens particularly if a run partner is involved so if you're an organization that leverages one of the large tsis as a run partner and you're implementing a new product or any even implementing service now for the first time it's oftentimes too advantageous and valuable to have both Partners working together you know us from a product and architecture and engineering point of view and then Partners from a you know how I'm going to manage and run this in the long run the other model is servicenow LED and that's where we work directly with you from end to end so we're kind of a Soup To Nuts white Globe salute or yeah white glove service solution where we will plan and execute an engagement with you and then you know train your folks to be able to take over the implementation afterwards or deliver it to a partner of your choice to do Run State support So oftentimes the servicenow LED engagement is really just an opportunity where you can work with us directly and and we have a little bit more accountability into the implementation and then we will work with with your internal teams or your partner teams and and guide them through what good looks like so uh there are multiple ways to work with expert Services depending on who you are and what your your situation is and there'll be lots of folks that'll be interested in talking to you about that uh you know after today in the cloud delivery world I think I covered most of this already um but we you know kind of negatively complement the expertise of your team and your partners um again all of our methods and tools are published out to our our partner Community we are we are not a consulting firm we are a software company but expert Services is the Consulting division that manages implementations within that software company and what we find is we want to our our interest is focused on getting you the benefits of the servicenow platform as quickly and as agile as possible we also have all those those best practices within that now create library that you can take advantage of um again servicenow implementation I think I've I've talked through most of this is uh it's value driven and aligned with your business goals we have the trusted technical expertise and can create that healthy foundation for growth and Innovation platform health is a really important topic that comes up a lot these days um and there therefore uh it's really important that you uh have the right architecture and guidance from the beginning and are using the products uh as intended and as designed um from a servicenow implementation or lead implementation um we have the the people the practices and the processes again that's uh just a function of the fact that we have the you know engineering and design specs in the back office as well as all the people that are you know trained and maintained uh and focused on only implementing servicenow and its products we have the best practices from uh you know how is this originally intended to be designed um and then the processes through our now create implementation methodology to de-risk implementations uh as much as as humanly possible we also offer project-based services I've been focused primarily on the center one which is implementation services but we also offer advisory services and this is where we may have you know a master architect or an industry expert come work with you to talk about you know what is it what is the right vision for your organization of how to best leverage servicenow in the context of the rest of your Enterprise architecture an example of that might be at a large pharmaceutical company we're managing clinical trials you know how can I leverage the service now not to replace you know another platformer or tool that's doing clinical trial work but how can I augment those Solutions so that the workflow and the reporting in the front end is is more optimized for my end users we have advisory teams that you know are either technical or an industry experts that can come in and Lead those discussions and and have conversations with you implementation Services I think that's well covered we've we've talked about that for a better part of 20 minutes now this is about moving you know your strategy and vision into you know configured update sets within the platform and then this last one is optimization and Remediation services this is becoming uh much more common in our portfolio of services particularly after customers have been on the platform for a long time um so when uh oftentimes the the platform changes hands several times internally as far as through the organization leaders are or maybe even the strategy or roadmap has changed significantly and there are challenges to get from you know where you used to be to where you'd like to go this might be because of technical debt it might be because of you know poor coding standards that somehow sneaked into the system it might be because the process is is just um you know not optimal so we can come in and help you remediate and and look either technically or from a process perspective about how you might be able to make improvements again this is this is a growing part of our business as our platform expands outside of the boundaries of you know just it and HR and to you know really all workplace Services as well as customer service there's a lot of questions about you know how do we rethink our processes and and when I joined servicenow we focused primarily on incident problem and change you know catalog request eventually you know project management and cmdb now we're having conversations around how do I manage my higher to retire process across the Enterprise how do I uh um optimize you know order to cash so these uh these Mega Enterprise processes are bringing new conversations that may require rethinking of of the process world so those are the three different services that we offer um these are are this is a a slide on now create which is that library that I described of what is uh what are the best practices so the Cornerstone is really our methodology and it underpins everything we do in expert Services whether that be in you know optimization Services implementation or advisory services our goal is to make it empowering to the end users and the the configures of the platform so that it's easy under to understand and consume and it's focused on business outcomes not technical outcomes um and last but not least there is this step-by-step approach uh to how to get from A to B and here is that step-by-step approach um this really isn't all that provocative um it's a five-phase implementation methodology um and a lot of methodologies like this exist in the world um but it consists of initiate plan execute deliver and close so initiate is really where we get organized in Mobile Library resources and teams and set up the project governance that's a critical success factor to ensure that you have the right rules of the road laid out plan is about conducting those process engineering workshops where you can identify all of your requirements executions are agile scrum you know implementation approach where we actually put hands on the keyboard and configure the platform and then testing and go live again not going to spend a lot of time here because I want to make sure we have time for the Q a but this is our this is our method um who are experts um people ask me this all the times okay well this sounds great but tell me more who are the people that are going to actually do this work um here are the six roles that we've defined that are a part of almost any implementation um engagement manager is uh kind of the quarterback in your single point of contact for all things project related your business process consultant is your expert in the process in the uh process optimization whether that be instead of problem and change or HR onboarding or vulnerability risk response those are the people who are deeply specialized in how the process should work and what needs to be configured for your specific environment the technical consultant I call them the smart people they're the ones who put their hands on the keyboard and can write JavaScript and configure the platform to make it do what we want it to do and then there's a layer of oversight in the program director and practice director those are typically engaged for large multi-workflow programs so for instance I had a client recently want to re-engineer their Global business function so it included hired retire order to cash and supply chain optimization we created a program office and the program director and practice director where the the leadership of that with multiple engagement managers reporting up to them and last but not least is the solution architect and those are the folks that understand the data model and the underlying functions within the platform as it relates to availability and performance and security and you know some of the the elements of warranty if you're uh if you're familiar with the concept of utility and warranty uh the results um this is uh a pretty good uh I guess you know testimonial for for expert Services typically we have very good NPS scores for customers that leverage and use expert Services we've have three thousand plus certifications across our billable team members so more I said we have multiple thousands of people um about 70 percent of those available and they hold over 3 000 certifications and we've done around 8 500 and Counting uh probably more since this slide was published successful implementations using um now create and the methodology and we've done this in 50 plus countries uh poll question two um what's uh this uh is specific to you go ahead and take 30 seconds and answer this question what issues are you facing with the implementation of your service now Solutions if any we need Jeopardy music 15 more seconds all right um we've got about half you can continue to answer this and I'll I'll just chat for a second um about the results so far it looks like uh the winner right now is uh I don't know how much it will cost um so we can address that in the Q a but in in general um you can we every account in our uh account list that means if you're on this call and you're a customer you you have one of these has access to a Services account executive um and they would be more than happy to spend some time with you to give you a level of effort of how much it will cost um the second uh leading question or concern is I don't have access to the right resources and that is challenging the resource contention for servicenow skilled people is is very high again I would answer it with the the same way if you are having a struggle getting the right resources reach out to your your services team and if you don't know who that is we'll tell you how to get a hold of them in the Q a section but they will they will help you figure out how to get the right resources and figure out what an implementation might cost the last question is it didn't apply to me or I don't know how to get started if you don't know how to get started you've taken the first step which is spending an hour with me but a very valuable Second Step would be to again meet with your account team and talk about implementation specifically and hopefully all of you know who your account team is all right let's go ahead and close the poll we got about a 50 response rate we'll take that so again why partner with expert services um I think you know there's there's a variety of reasons but uh um some of them came up in the poll I can't seem to advance the slide there it is polls close now so here's kind of our our motto inside of expert Services we want to provide our customers with the right plan the right design and the right team and that gets to some of the challenges that you guys just uh listed one of the things expert Services uh can do that is you know differentiated from from a lot of folks in the marketplace is that we have access to our you know the people that wrote the software and the product roadmap and Engineering teams that can be invaluable and has been in in many of the places that I've been in fact we're very very open to listening to our clients that are trying to implement a product if there's a gap in our out of the box you know processes um and and we haven't accounted for something our engineering team is actually looking for those opportunities to build things into the product so I worked with a a client on the East Coast they had a business requirement to do some risk scoring that wasn't was going to require extensive configuration and our product team actually took that on and built it heavily into a version of the product in the future so that's uh that's one way uh one of the values the other is just having access to understanding what was in the mind of the engineer when they designed it right so am I using this correctly um extensive training um we you have immediate access to all of our new products and also all of our Legacy products because no one was born with service now knowledge we all had to learn it so we have a world-class training library and Education team that focuses exclusively on our products so that might be everything from how to use the software to how to implement and design it all the way up to we have we offer a certified Master architect program which is kind of the highest level of certification that we offer for those that are you know truly um you know implementation world-class experts we also have a wide partner ecosystem again I started with this presentation with uh servicenow is is not a consulting firm we're in a software organization and we need our partner ecosystem to be healthy and robust throughout the world um so that we can drive scale and meet all of your needs while there's a lot of servicenow expert Services professionals we are a small drop in the bucket compared to the hundreds of thousands if not millions of people out there that are doing configuration work in fact we're so committed to this we we recently launched a rise up program and if you haven't heard about it it was our senior leadership in in the form of Bill McDermott our CEO um has committed to educating a million people on the servicenow platform so that is quite a commitment to the marketplace um and and really the the reason we're doing that is to provide you with with more resources and Talent so that you can make better use of our products but these are the three reasons if you are struggling with you know any of these these issues of uh you know I need an inside perspective I'd like better training or I'd like to understand your partner ecosystem better we stand here to help um another reason uh it's uh it's about accelerating time to Value um one of the the reasons and challenges that I see in implementations from a practical perspective is how do I get there quick right I I have this business case I've developed I've invested heavily in the service now technology I need to start using it and getting that value that uh um is is in my vision statement and one of the things that uh I've I've always believed in implementation there's no faster way than the right way so leveraging a clearly defined methodology a governance model with you know deep resources and expertise is often the quickest way to the end zone so that's one of the reasons is to accelerate that time to value and the the uh the entire you know title of this presentation is about how to do that um so I would encourage you to talk to folks inside of servicenow on how we might be able to help you you know move from Vision to uh to updates that um we also have additional resources that we'll talk about expert Services as the bottom one listed here and there's a solution brief that you'll be able to click on when you get this presentation but we also have other offerings if you haven't heard of servicenow impact it is a digital experience that's built on the now platform that works in conjunction with a team of folks to accelerate your time to value and help you manage your business outcomes and strategy so that you can look for opportunities to you know go faster be more cost effective or to adopt more so there's a lot to impact if you're not aware of it I would suggest that you spend you know another webinar on that topic and if one doesn't exist get your services account executive engaged and spend an hour with them and go through that program in detail training and certification we have again a library called now learning that has hundreds if not thousands of courses that can be taken some are available free of charge other there's there's an investment but there's a wide library of certifications and trainings available to you depending on your role and again your services account executive can help lay out learning paths for you and your team so we've actually not only have the classes but we have a point of view on who should take what class in what order depending on the role you're in so that is a valuable resource to all of you and I see the questions are starting to come in so we have about 20 minutes left what questions can I answer for you I don't know Crystal if you want to come up yeah hi so there was a question from Chris and I I don't know if the last thing I guess maybe I'll just read that off to you laws the initial question was around working with a managed services provider and how do we export Services differentiate ourselves and what does an engagement look like when you have an existing MSP and then you talk to this around the co-delivery topic right um the follow-up question from Chris I'll read it to you verbatim is there a feedback between the expert Services team and the core service now developers so that instead of having to build some custom functionality with sufficient value that functionality could become a focus for the next release as out of box yeah in fact that's where most of our um the you know Innovations in enhancements firmware products come from is our customer base um sometimes that comes out of implementation where we notice you know hey there's a gap in the product around a particular workflow I think I give an example of a pharmaceutical company who uh who did that and we actually did release what they were looking for I don't know if it was the next release but within two releases and there's also uh I can't remember the name of the program where you can actually become a design partner of a service now um and that's so certainly there's a feedback loop between expert services and there's also a feedback design partnership Loop for customers who maybe aren't using expert services but still would like to provide insights um to uh to the product um how to contact your servicenow expert team that's a great question um so uh Barat if you have access to your you know who your account executive is um the the word you need to ask is who is my services account executive and what is their email and phone number if you ask that question they should be able to get back to you in in less than a minute of who that person is if you don't know if for some reason you struggle to get that just send me a note at lowell.amis at servicenow.com and say I'm trying to find my services account executive and I don't know who it is and I'll make sure that you get in touch with them but that person is a wealth of information around all of the different um offerings that that service now has whether that be training and education our Impact Services and our our expert services for for implementation or advisory services did we answer the the code delivery question well enough I see it now that I'm looking at it I see that the question co-delivery seems to suggest that msps may not have the same level of knowledge into the service now as the expert Services team leadership will want to ensure we're not double dipping and paying two teams for the same expected Services um those are those are statements not questions but I agree with them um the I with the exception of I'm not suggesting that the msps don't have the same level of knowledge but there are cases where we have new products or new feature set or a new architecture where there may be some benefit in augmenting or getting a second point of view typically our msps are very good or they wouldn't be our msps as far as the double dipping question no question nobody wants to pay for the same thing twice um so uh so don't do that we'll be happy to work with you to lay out roles and responsibilities so that we augment and do not um you know do work that you've you've paid you're paying someone else to do or competing with our our MSP partners below we have another question that came in uh just now someone is asking what is the difference between optimization and implementation Services if you can speak to that for a little bit sure um I mean really the the net of it is implementation Services typically is implementing a new capability so I've been an itsm customer and I'd like to expand my my service output print to include HR Service delivery you would probably hire an implementation team to do that optimization is I already have something and I think it could work better than than it is so um that might be like I'm struggling with my upgrades right it takes too long it's too expensive there's too much testing there has to be a better way that would be an example of optimization Services we could come in and take a look at what you're doing and say oh let's leverage automated test framework for regression testing let's look at your data model you know can we get a little closer to the common server data model or maybe remediate you know technical data things that were built with Native features that would be more of an example of optimization did I answer your question I'm not sure you asked it so yeah uh the guests are on mute so so I think you did I another question came in will and you've talked to this before but let's let's talk about it again will this recording be shared will it be possible to get a copy of the slides yes it'll be on the community site correct keep me honest Crystal yes yes yeah so you'll be able to able to find it on the community site I mean one last thing that I'll I'll say uh maybe the last thing since we have time but we're also always looking to you know expand our services portfolio for the things that you find valuable so if you say geez I wish you guys did this um certainly we're interested in that feedback and um I'll make a forward-looking statement since the uh the topic of code delivery came up we're looking right now and doing some research into how can we build an implementation Design Services which would be a service offering that you could consume or servicenow will do the design and then you can leverage you know the partner ecosystem to do the the delivery or the Hands-On keyboard work we've found a lot of customers are asking us we want you to do the design we want you to be involved in the architectural you know decisions but we're pretty good either internally or with our partners of you know doing the development work so is there a way that you could you know just do that so hopefully that will come soon that is again a forward-looking statement it doesn't exist today but we're looking at releasing something like that um later in the second half of this year let me uh Chris just had another question let me let me take a look at it one of the challenges I'm seeing in the industry is that the majority of customers using servicenow don't know the value offerings that they're entitled to within their own licensing skill MSP seem to have some knowledge but it's nowhere near what we see when attending snow workshops I suspect Impact Services might be a solution for that is there a better way to define available out of the box solutions that might not have a cost associated with them it seems that the release notes are changing are all change focused and it's very difficult to go from licensing SKU to entitlement so I think the heart of this question is how do we know what we're uh what we're what we're using versus what we're licensed for and has that been optimized and the answer is um yes impact is uh has actually a dashboard that shows you exactly that and uh it actually has some some machine learning and AI that gives you some some insights into where you're undeployed uh entitlements might be best used and provide the most value set along with the impact Squad now having said that as far as what is available to you at no cost that would be a question for your account team typically are the solution Consultants that work with you regularly are well versed at both your your licensing and your entitlements and they can build you a picture of what that looks like and typically it's a it's a picture of all the different capabilities you know color coded from you know licensed and used unlicensed and licensed and unused and that that typically if you haven't seen that map I would ask your solution Consultants or your account executive if they could uh if they could produce that and put it together another and I agree with you the release notes are very change focused any other questions well I don't I don't see anything else in the chat unless it's lost in the the regular chat instead of being in the Q a but if somebody has a question please feel free to put it in the Q a section so we can see it no looks like we don't have anything left to answer so uh for the uh to close out I'll just close with how I started which was is to say thank you um thank you for your interest and thank you for your time it's an investment uh and and I certainly appreciate it um One Challenge that I I do have for for each of you since you came to this session you're interested in you know our services organization um I would try and make sure that I spend at least an hour with my uh Services account executive you know every month they do have a lot of insights and different perspectives and maybe your your core account team so if you don't know who your services account executive is uh I would reach out to your account team or myself and ask that question and then ask them to spend an hour with you just going over all of the servicenow services and capabilities that are available to you so that you know what uh what is available right I mean that's uh the worst thing in the world to find out that you know you could have solved a problem that you've been struggling with for a long time but just didn't have the access to the right person so that's my uh my request and challenge uh for you guys uh for your own own benefit find out who that person is they'd be happy to spend time with you and share with you Impact Services Training Services advisory Services implementation services and take you through the whole portfolio of all the tools that are available to you to get the most out of your servicenow investment at the end of the day that's what we all want is Happy customers that are getting value from our platform and that is our singular Mission both in expert services and across customer outcomes so again thank you for your time I appreciate it and please do take advantage of all the folks that are available to help you foreign