thanks for joining today yeah so let me start out with some some housekeeping and then I'll introduce myself and we'll get started with the uh with the session so gotta start with Safe Harbor you guys are all used to this um forward-looking statements no promises all that good stuff so you guys you guys are used to that so I want to mention that this is a webinar that's in a you know in a series of of interactions we do with with our customers so you can either click on the uh uh on the code or you can look at the menu we're also going to post um the the schedule in today's chat so you know we'll get you connected with the rest of the series of meetups and webinars so that you can take advantage of all those just want to highlight that and then just basic housekeeping we're going to use q a for questions um so please use the Q a button at the bottom of your screen to post any questions you have we'll try to Mark which of those we're going to answer live and which ones we'll follow up with um we'll definitely share this recording post it on the community out there and then hopefully you'll fill out a short survey after we're finished so the weekend we can get your feedback so just the kind of basic admin here so let's let's go ahead and get into it so who am I first of all so I'm George Benzel I'm your host today uh I'm a success architect and value strategist with servicenow been with the company for for several years um that's me on my uh on my deck in Pittsburgh where I live I've been with servicenow like I mentioned for several years um but I have been in your shoes I I was a customer I ran service management for a fortunate 100 company for several years and I think I saw my first demo for servicenow in in 2010 so quite a while ago and when I saw the platform demoed you know my first reaction is I would like to buy that um but then it took me a couple of years to get the business case together to to to to convince my senior leadership in an uphill battle with the CIO at the time to get the purchase made finally did get it get it made and rolled out several products successfully build a build a Coe and a program eventually drank so much of the Kool-Aid that I came over to servicenow several years ago and since I've been here I've mostly been Consulting with customers around um platform planning strategy governance building a center of excellence um Road mapping all those sorts of things but most recently I joined a small team of value strategists and we've been focused on building um building basically our value management capabilities and value Journey capabilities within impact our post sales customer success product and that's what we're going to focus today around the value Journey at impact and specifically around the value blueprint and what that is so just a little bit of intro around around me so let's get into it the flow for the the webinar today we'll start out with why would you why would a customer want to embark on that impact value journey we'll talk about why we're putting so much focus into that then we'll get into what's a value blueprint how does that fit into that overall value Journey we'll do I'll talk to you about a customer case study um some real life example of how a customer kind of did this from a process perspective I'll play a demo um that'll show you how everything is manifested online with an impact and then we'll do a wrap up in Q a and answer some questions we should have a good bit amount of time for uh for that so that's the flow for today I'm not going to do an impact sales pitch this is really focused on that value Journey with an impact as a foundational component so why why is the impact value Journey so important why do we think it's so important for our customers we did a lot of customer research post sales and two major themes emerged one is that customers want to get they want to know that they got the value from their investment and they want help in getting that value faster which is which is understandable but more than that they want to know how can service now enable that that value achievement so how can best practices and advisory and what good looks like be brought to the table to help that value achievement happen faster so those are kind of the two big themes and that's why we've been putting a lot of focus into this with an impact about creating that value journey and making it automated and easier for you as a customer so what do we say value Journey you know what am I talking about we think of it really in four components first of all aligning on business objectives outcomes metrics and I'll talk a lot about that today but then we think about the journey as the challenges that you're facing as a customer you know what's preventing you from achieving those objectives then how to servicenow capabilities of the platform address those challenges at the end of the day how do we measure that value realization how do we measure the dollars the time saved that we achieved you know throughout that Journey so what I'm going to describe you today our value management framework speaks to all of those elements of trying to tie those together into an evergreen refreshing Journey for for you to go through as a customer so those are the components that we think of and I'm going to break it down a little bit more in the next couple of slides when we think about the journey we really think of it in these three phases and these are screens you're going to see screenshots from Impact that you'll also see in the demo later but that first phase is all about aligning on objectives outcomes and metrics that's the blueprint itself then we get into actively tracking progress against those metrics and outcomes but more impact screenshots there and we'll show you some of this later in the demo as I mentioned but showing you tracking against those uh against those objectives and then finally culminating in value reporting and showing hey you know the the pot of gold at the end of the rainbow is this we realize this much value in terms of dollars from from those from those um from those implementations so it's those kind of phases within impact I'm going to break it down even further and make a couple other points on this slide first of all that value blueprint phase which is that alignment phase has kind of two aspects to it first of all the qualitative side so that's the objectives outcomes in metrics and we'll show what a blueprint looks like a little later and I'll explain what I mean by objective outcome and Metric because those terms and kpis and okrs get used interchangeably a lot but then there's a second phase the value blueprint and that's the more quantitative phase and that's around baselines and targets and actually collecting the data that enables this whole this whole journey so you know we're talking about getting a historical Baseline that that really gives us an anchor point to compare to in the future we're talking about setting realistic targets for achievement and then a quick digression on the data we've got to get the data to look at your actuals and you know we do get some Telemetry data from your instances if you've if you vocate that um but as you guys know as customers you know not everything is always configured out of the box and you know like I said I was a customer so very familiar with this so it's not always easy for us to just pull the data from your instance so we've been creating a lot of tools and documentation to help that data collection go easier um we've got all kinds of documentation about where the data resides how to build a report or dashboard to grab it and most excitingly actually this fall we're going to be coming out with some store apps some actual content packs that you can download from the store that will set up once you set them up you'll have the dashboard and it'll pull the data in for the value blueprint so we're going to automate this as much as we can in the future we're actually thinking of you know apis between you and impact and actually pulling it in completely TurnKey but that's a little bit future right now then that moves into that outcomes performance those quarterly check-ins on trending culminating in that value report that I mentioned where we're looking at dollars and I also want to make the point that where this is inherently connected thematically to the now value Journey the overall customer Journey that we want all servicenow customers to go through which is paid and you guys will probably see the now value wheel on many servicenow marketing slides all about envisioning where you want to go that's your objectives all about creating that value through the implementations and your deployments validating it measuring it did you get there what did you get and then being able to tell the value story in the champion phase do we have a narrative we could tell collectively around the value achieved so you know these these processes are inherently tied together you can see that the same kind of thinking goes into goes into both so I want to stop and do a poll right now after I did a little explanation there because I'm really interested in how many of you guys are doing this now in some way shape or form um so the first I'm basically interested in are you tracking business objectives are you tracking the achievement of your outcomes you know in this value journey is it driving your roadmap so the one is number one means hey we're doing it we're thinking about both the qualitative and the quantitative that I just talked about it's routine for us it's standard we're doing it either with servicenow or outside of servicenow so just very interested in yes it's it's completely normal business is usual for us two we're doing it but maybe not as systematically or in a methodological way three would be no but we're talking about this we want to do it what we wanted to get into goals Vision um we want to go this this direction or four we haven't even thought about our audition way yet we're not ready for that um you know this is completely new new thinking for us so interested in in what bucket you guys fall into in terms of thinking about a value Journey with your servicenow programs if you guys can take a minute and and answer that I would I would love that and then our our friendly host will jump in later and let me know how you guys responded and we can uh we can talk about that a little so cool appreciate you guys responding to the poll that'll that'll help me think about my audience so let's let's dig into the the blueprint a little more what's important about this slide I've already talked about you know kind of alignment monitoring measure and you guys have kind of gotten the feel of the flow here but the important part of this slide is that for your impact Squad understanding your objectives and your vision is what enables us to make the blueprint actionable so it enables us to be able to give you recommendations so those recommendations could be anything from advisory interactions uh training they could be what we call Expert connects or they could be what we call accelerators which are like tune up your virtual agent or jump start your cmdb or if there's some you know some specific Focus area that where we're helping you um I could tell you for my own being a success architect which I still am um my customer that I work with very closely is a household name Pharma that you guys all all know very well but um we've recently done a bunch of accelerators for them based off their value blueprint so they're thinking about what are my goals and objectives and then we're able to make recommendations to them about how what can speed them up and acceleration of value around those objectives so the blueprint needs to be extremely actionable and what that enables us to do at the end of the day is communicate success tell the story around the value report and the narrative around where we got to together so I want to make the point that that that that VB that value blueprint is extremely actionable so let's explain exactly what a what a blueprint is and I'll show you an example in the case study but we're really talking about a hierarchy here of vision and strategy and then objective outcome and underpinning metric and if I you know Define those the objective and outcome is the result the company aims to achieve like scaling customer Ops the operational outcome is that measurable statement and the metric is that signal of success that's actually measuring the achievement of the outcome of the app and and the objective but I want to make the point here also that we break our framework down into growth costs and risk objectives because these this this value blueprint in our framework is really business and value oriented it's not so operational we're really thinking about is moving the needle here driving Revenue is it reducing cost is it reducing a risk we're really thinking of that executive level at the kind of the business strategy of uh of what the platform is is doing for you as a customer so I want to make a point there that you know these are value metrics that were that we're talking about here and the question always comes up why should I use servicenow's value blueprint and value framework I'm already tracking lots of metrics and the point here is that we've developed these metrics and outcomes from thousands of customer engagements and successful Transformations so that's kind of point one you know we've done a lot of the homework for you and thinking about what you need to measure but maybe even just as importantly I'll say we've already we've also thought about which value enhancing capabilities Drive progress in a certain metric and move the needle on a certain metric like if you're interested in reducing cases or incidents you know maybe it's virtual agent or process optimization or predictive intelligence so we've kind of done that mapping of capability to metric so that we can think about you know how to how to help you progress toward those those outcomes and and objectives that you guys are are driving toward so and I want to make the point one more time these metrics are extremely value oriented they're all driving toward time save money saved risk avoided and that's what we we normally see is the difference between our metrics and some of the operational metrics that I used to use as a customer too we're much more kind of management day-to-day operations versus manage being able to tell a money or a Time saved story so hopefully that that makes sense so let's let's dive into a case study um took an example of some work that an impact Squad did with a large retailer you guys have probably brought bought clothes or something else from from these guys um their their Global thousands of of retail stores and they were undergoing an HR transformation and they they had done a very good job of laying out their vision and strategy and I'll show I'm showing that here they were talking about strengthening operational excellence and the end user experienced you know through Automation and Digital support moving their employees sat up their experience metrics up and they wanted to standardize kind of compliance across the Enterprise kind of standard support across their their Global their Global theaters and we help them think about business objectives and they wanted to put them in their own language and these this is what they came up with so it was deliver on end user experience improvements with industry related capabilities and automation include optimize their HR service deliveries kind of their back office and then also think about that Service delivery compliance and standardization across how they do case management so that that was really how they went from revision to a business objective and it was it was easy to translate this into our value blueprint because we're pretty comfortable with why customers buy our HR product this matched up really well with with some of our objectives and our framework so it was easy to translate this into our value blueprint for hrhr product which is what I'm showing you now and this customer was extremely focused on case management shifting work left um optimizing their their delivery you know within their their support centers so very interesting case management they weren't deploying onboarding they weren't deploying life cycle events yet within HR so they went through our menu of outcomes at metrics here and they picked the ones that that resonated with them you know in their case it was about the number of HR cases closed you see the top metric up there it was about the efficiency and shifting left so it was about HR level one versus level two moving work you know as much as possible to level one and it was about the efficiency of the age and so the ratio of case to agent so they were very focused on those types of metrics then the next conversation with them was about baselines I didn't plug in their Baseline targets here their baselines and targets here but they did a good job going back and getting a historical Baseline to say you know to kind of get away from any risk of seasonality or anything like that they took a Year's worth of Baseline data and then they set targets against each of those those metrics that they picked and important to mention that the targets really depend on how aggressive you want to be within a given process and Metric if you have a really mature process maybe you want to dial the target back a little bit if you've already done a lot of Automation and digitization maybe you haven't done any Automation in a given process yet you want to be more aggressive about the target these are just some standard ones that we've seen as kind of middle ground for most customers but totally up to you know up to us and the customer and mostly you to figure out what's reasonable and realistic from a Target perspective so that's what that's what the entire HR blueprint looks like our standard one and then this customer picked from these you know and then like I mentioned did the baselines and the targets but what was really cool about this is that they made this actionable and I'll show you a couple slides that show how they how they made it actionable so the next thing they did was they thought about some recommended resolutions is what they call them and these are related to all the way back when I was talking about the components of the value journey I think of these sort of their Solutions but also kind of their answers to some challenges they had um so they went through a process of t-shirt sizing some of these ideas they had about challenges and capabilities and then they thought about priority and then they voted on these and over on the right side of the slide there you see some of their stakeholder votes they were voting from a region perspective on hey what should we do first or first or second and you know how many people were in favor of this one this or this one so they used this kind of thought process to think about challenges capabilities and priorities and so that was great they did this all from a kind of offline you know uh process perspective but then what they translated into this to was a capabilities map combined with a road map so if you take a look at this lab there's a lot on this slide so I'll try to explain it first of all they were thinking about hrsd Pro versus Enterprise so the green blue boxes are what's in Pro and what they owned and then the black boxes are what's in Enterprise they were considering and then if you look at the blue font beside the boxes that's what they've currently deployed they had currently deployed and then the black boxes are what they hadn't deployed yet so from a PowerPoint perspective a slide perspective they were able to bump up those recommended resolutions you know based on their priorities against some of these capabilities given what they owned their entitlements and then make decisions about roadmap you know what are our priorities where where do we want to go from a crawl walk run fly perspective so their thought process was really nice thinking about going all the way from Vision objectives outcomes metrics into challenges capabilities and then all the way into roadmap based on their entitlements their capabilities map and then what you're going to see when I when I started the demo is the fact that all of this could have been done within impact where we've got basically a product built to combine all these all these thought processes in this journey into uh into an online experience that's really really friendly for customers so I'll show you that in a minute so hopefully that all made sense that was one customer's approach to kind of thinking through that that value Journey so let me show you this this demo and then I'll come back and I'll reinforce some things about it then we'll wrap up and get into some some q a so let me uh let me get out of here and play the demo for you let's take a look at this company led by the CIO Lara puvi she has successfully LED digital transformations in the past for improving employee productivity and a move to the cloud Lara has a new dream big initiative focusing on transforming the employee experience which will be supported by her platform owner Jackie Gutierrez for Jackie to successfully execute Lara's Vision she will need a personalized experience that aligns to Lara's strategic objectives business outcomes and key success metrics Jackie and Lara have mapped out their dream big initiative to drive their employee experience transformation Jackie and every other impact client go through a Valley Blueprint exercise where they map the executive Vision to an operating model that informs the Strategic operational and tactical layers of their organization to ensure every team focuses on each step to support their executive vision in the self-service experience Jackie can select the servicenow products that her company owns impact will then recommend business objectives operational outcomes and success metrics tied to these products and Jackie can hand pick any of these recommendations important to also mention that the service now impact Squad is always a part of this process helping customers set up the value blueprint in Impact objectives and outcomes can be edited to correspond with internal nomenclatures and messaging and Jackie can review the details of each outcome and learn about the core capabilities in certain cases the impact Squad can set up custom objectives and outcomes for customers with specific needs lastly she can review their selection before finalizing the valid blueprint and will now see a list of objectives and outcomes Jackie can now dive into the employee experience digital transformation review operational outcomes make updates and start initiatives that will help satisfy this objective the impact Squad will work closely with their customer to ensure that all initiatives are linked back to business objectives which means Lara and Jackie will have a clear line of sight on which actions directly lead to progress and objectives and outcomes for the first time ever Jackie has a clear view into all of her servicenow entitlements specifically what has been adopted currently being implemented and not yet adopted so she can identify new capabilities that will further support Clara's dream big initiative vision Jackie's partner who is supporting her implementation also values the capability map as it provides the visibility they need to support upcoming discussions on delivering future innovation Jackie's company purchased several servicenow products but she needs guidance on which ones to implement first through the product adoption roadmap Jackie sees a recommended sequence for implementation where each product is mapped to a specific business objective through this prescriptive guidance Jackie will be able to accelerate Lara's dream big vision not only will the impact Squad provide recommendations to Jackie but the service now impact AI experience will provide guidance to deploy future Innovation each of these assets that are created at the beginning of Jackie's impact Journey train the personalization engine to further refine future recommendations each impact recommendation includes information on why this is important for Jackie and notes from her Squad through service now impact Jackie and Laura are able to define the operational metrics that matter to them and track their improvement over time they will meet with their squad to discuss a given quarter's performance by comparing actual data against operational Trends this discussion helped customers understand their progress towards their overarching goals now let's see what happens at the year mark Jackie and Lara can also visualize the overall business value that their company received from their servicenow investment organized by business objective product and point in time in this view they can see the valley realized through HR in the past year and make any necessary adjustments to their value blueprint as they achieve their business objectives today by delivering a personalized experience impact is helping Jackie and other impact customers by accelerating time to value and increasing their overall Roi from their investment and servicenow amplifying the expertise of their teams with experts on demand an adopt-in software products that generate more value swiftly super alright so I'm going to take a moment kind of reinforce some of the let's reinforce some of what you saw from a from an online impact perspective so hopefully it came through that we started with the value blueprint and you saw a self-service experience usually in real life that that process would most likely happen in consultation with your impact Squad and I think you know we only set up one objective one outcome and one metric chances are in actuality if we were really doing this we'd have a couple of objectives and probably several outcomes and Associated metrics is typical for for a blueprint but then it moved through into that capabilities map where you see what you're entitled to what you've deployed what you haven't deployed so you've got that view of that everyone's got that line of sight to that and usually that view is is appreciated by both the executive and the platform owner I mean Everyone likes that view because then we've got it in one place you know which which you own and what you what you've done so far then moving into recommendations and Road mapping and then that quarterly interaction where we're talking about Trends and that's what helps us make more recommendations based off you know Trends going a positive direction Trends going in negative Direction you know whatever's going on there we can we can make those right recommendations culminating in that value report at the end of the day like I said the the pot of gold at the end of the rainbow is hey we've provided this much um monetization you know dollars dollars created it up um you know in a monetized view in that value report so hopefully that flow made sense and it also made sense that you know everything you saw in that case study slides I showed you is now available in one place at impact that whole value Journey so hopefully that that resonated so a couple of um wrap-up slides and then we'll jump into into q a so first wrap-up slide is this one and I'm sure you guys are already thinking this but this does require a partnership from from you the customer you know you have to Define that vision and strategy you have to work with your impact Squad to align on those objectives outcomes metrics we have to partner to make sure we're Gathering the data you know in an accurate fashion so we can do that that trending and measurement so that does take a commitment of of resources time and sponsorship but hopefully you're seeing that the benefit of it is is worth the uh worth the investment so I want to make this point strongly that this is a definitely a collaboration between between impact and you foreign and why you know that benefit I'm talking about customers who who really do sink their teeth into this value Journey achieves achieve their objectives faster they achieve greater Roi versus peers they get that executive buy-in they could tell that executive story around value for platform expansion purposes and they can prioritize really well so at the end of the day it's enabling the achievement of those strategic business objectives via the right capabilities and then the tracking operationally and from a business value perspective so we know what value we're getting from the platform so that was all the that was all the slide presentation stuff and demo a couple of notes as we as we finish up here just some notes we'll get this posted on the community but there is an impact Community out there that you can you can certainly take advantage of always about now learning now learning is is certainly learning credits are a part of impact and if expert services are needed I was just talking about actual configuration that's getting into the expert Services space there's a solution brief here you can you can take a look at too if uh if real um expert services are needed and I think that's it thanks everybody appreciate the attendance today