all right team well hey thank you so much for all of you joining here today um our today today's topic will be how Accenture is accelerating value with servicenow impact um and what we'll do here is let me go ahead and I'll flash up real quick our Safe Harbor we don't plan on sharing any forward-thinking um Innovation or thoughts here today but as we have to we're going to share this slide so please don't make any purchasing decisions based upon today's presentation and just before we get started a couple housekeeping items first off please please please ask questions throughout the session we have set up some time at the end of the webinar to address as many of those questions as you possible as we possibly can so please uh throughout the webinar go ahead send them through and be rest assured we will address as many as we can and then secondly this session is going to be recorded and so not only will it be recorded and distributed out to all the attendees and and people who register but if you wanted to share that with other colleagues that might value this session please go ahead and do so and then we'll post this up on our community Forum as well at the end of this presentation you'll see links for our community Forum we are building that out as we speak and trying to build out as much engaging valuable based assets for for our customers and our perspective customers of impact and then at the end you know please tell us how we did we want to make sure that we're hitting the mark for you on the right topics for the right time and the right resources here so um your feedback is absolutely essential and US providing the best experiences during these webinars that we do host once once a month all right let's jump right into it so as I said before my name is Ryan Lounsbury I'm the director of outbound product management for servicenow impact been with the company for about three and a half years and I'm here um co-presenting here today with our great client Accenture uh Tom and Joe Tom would you mind uh introducing yourself and then passing the Baton to Joe yeah hi everybody welcome thanks for taking some time to spend with us today my name is Tom bruss I'm part of Accenture servicenow business group uh and basically I have overall responsibility for accenture's internal implementation of servicenow I'm located in New Jersey which is very hot right now and my air condition broke just just two days ago so I I if I'm sweating it's mostly because I'm just sweltering right now I'm looking forward to the uh the conversation today great job thank you hello everyone my name is Joe caceres I'm the Global Technical architect or that platform that uh Tom Ross oversees and we have technical Architects uh throughout the globe and so we work to keep the instance up and running and meet the needs of our our business partners uh inside you know internal to Accenture CIO I'm in Tampa Florida and it's also hot so it's hot everyone I think we've got the the globe covered here with not not only the panelists here but also our our audience so thank you Tom and Joe looking forward to our discussion and before we get into uh that discussion we'd like to you know pop up a poll question uh Trisha if you wouldn't mind doing that for us here yeah if you guys wouldn't mind taking a quick look at the question that we have at hand uh and please respond uh we'd like to get a good understanding of of if you are today tracking value or are you not tracking value from your investment in service now this is great thank you all for the poll will be up for another oh I don't know a few more seconds of everybody can just weigh in on that that would be fantastic all right so it looks like there's a good consensus of you folks that are doing some formal metrics and dashboards and then there's also a good cohort um that you don't have a good mechanism in place to track value that you are recognizing from your investment and service now so great you know thank you all for for sharing this um and that's really what we're going to talk about here today is servicenow impact service now impact is a product that our customers leverage today to drive as basically to drive post-sale success from their investment in service now our main principle and servicenow impact is to help customers like Tom and Joe maximize their investment that they've made in service now and what we've done with impact is we allow folks like Tom and Joe to Define their own personalized value uh journey by being able to take their personalized business objectives and mapping them into our product and then allowing them to take the capabilities that they own the servicenow entitlements they own and map those to the business objectives allow them to map value metrics and operational outcomes to those particular objectives and it literally gives them a progress bar on how well they're achieving those objectives and allowing them to see or have visibility that they probably didn't have in the past or if they did it was very cumbersome and time consuming to pull all that data together with impact we're trying to make that extremely easy on our customers so so that when their Executives asks are we maximizing our investment in service now they can answer with confidence that they are before we jump into the discussion with Joe and Tom I think it makes a lot of sense to give you folks a quick product tour of what impact looks like for just five minutes and when we go to market when we went with Mark to Market with impact we were answering some really what we thought were some big challenges for our customers they needed to be smarter faster better at servicenow managing the platform they needed help personalize guidance along the way you know every step of the way they were hoping that they'd have a member from servicenow to be able to make sure that they were making the right steps in the right direction they were looking for better support experiences and they were looking for the ability to track value and that's what we're going to deliver today through our groundbreaking product and you'll get a a sense of what that looks like here in a minute but if we understand who our customers are right if we understand what their objectives are what those outcomes need to what they need to achieve what products they own we can then come to the table with some recommendations driven through the product specifically around uh training and enablement so an impact we allow our customers that consume all they can on-demand training and certification so that their teams can get smarter faster better at managing the platform then to answer the challenge of bringing more experts into the conversations that customers are having we are bringing in an impact squat this is a four-person member team of Technical and strategic Consultants that come in and help folks like Tom and Joe help them make the right right decisions at the right times we also have a concept and an accelerator catalog where not only does the squad go ahead and provide Joe and Tom guidance but these accelerators are individual subject matter experts here at servicenow that come in and will help Joe and Tom with specific topics like jump start their upgrade or jump start their virtual agent or um you know uh optimize your cmdb these are different types of accelerators it's a catalog like experience where you click a button and then there's an expert that comes on demand and helps you in that time of need and then we're also providing access to advisory sessions which are half day workshops that are customers get to benefit as a part of their subscription to servicenow impact now one of the things we'll talk about here today that Tom had brought up to us in the very beginning is platform health is extremely important to be able to drive Innovation to uh to your end users and when it comes to that if you if you do have an unstable platform it's very difficult to push that Innovation and so we bring that in we brought in platform Health tools like instance Observer and Health Scan into impact to allow our customers to see around corners when there's a problem Joe and team are notified about our problem through Observer before their end users even know there's a problem and then last but not least we talked about this premium support impact customers not only get 24x7 support and enhanced response times but they for now for the first time ever get access to developer support where they could sit down with a technical support engineer and review custom code before our before our customers will actually push that to production and so this is what we'll be talking about here today is how impact delivered through a personalized product experience can provide learning and coaching experts on demand platform Health as well as premium support so let's go ahead and jump into that product tour here let me go ahead and stop sharing this particular presentation and I'll go ahead and share this here so I'll share a little bit of a product tour of impact here for the next few minutes Through The Eyes of Jackie who's a platform owner here at scale now and Technologies and when Jackie logs into the product she is greeted with Key activities that she needs to accomplish to help move the initiatives that she's heading out for her CIO when it comes to a few different transformations specifically her impact Squad as you see here as I mentioned earlier they're the four-person team that's aligned to Jack is an account that's with her every step of the way they're making these recommendations to Jackie that she needs to follow up on these Key activities now when we talk about personalizing their value Journey one of the things that our impact Squad will do with folks like Tom um and team is they'll sit down and they'll go ahead and do a value Blueprinting exercise where they're looking at the main initiatives that they want to help maximize their investment in service now and what we'll do is sit down with them and we'll create a value blueprint for each one of these particular objectives now you can see here there are several objectives that Jackie is heading up for her CIO but specifically your customer experience digital transformation is the one that's top of mind for her and what we did is the impact Squad will do is they'll sit down and say hey Jackie you own these products we recommend that you measure and look at these operational outcomes and these success metrics because this is exactly what other peers in your industry are looking at and we'll make recommendations to Jack and team on the particular Benchmark uh improvements that they should be striving for once we sit down with Jackie and team and go through that value Blueprinting exercise we then say Jackie when you're looking at improving customer experience right you want to drive Fierce Customer Loyalty well you own all these entitlements under customer service management we recommend that you leverage these particular entitlements to help with that specific initiative and in fact we recommend that you roll these out through a phased approach so the impact Squad primarily with the platform architect and the success architect will sit down and map out in a phase sequence how jacking team should start tackling each one of these initiatives and how they should deploy each of these products into the field and because the product has all this personalized data from Jackie and scale now Technologies from value blueprint to capabilities map and then the phase sequence that we're going to roll out these these entitlements the product can make recommendations to jacking team um to help move the needle a little bit faster on making improvements and making you know achieving these particular business outcomes now as I mentioned before platform health is top of mind for Jackie uh and her team and we're bringing in the platform Health Data right into impact creating that one single pane of glass over our entire uh her entire Health platform Health view so that she doesn't have to bounce around into multiple different tools so we're giving her her Health Scan scores not only that we're given her personalized recommendations on how she can make improvements in particular areas what did I improve upon what can I be doing better right and then down below we're giving her Health Scan score Trends over time so she could see how well she's faring and then how well she's comparing to peers because Jackie opted in for uh this particular information this is all anonymized data for those who may be questioning that but at the end of the day what we want to be able to do is drive value for Jackie and how do we know we're doing that because we're tracking it so as I mentioned before our goal is to give our customers like Jackie and team a view into how well they are maximizing that investment in service now so you can see here under customer experience digital transformation the squad made recommendations that they should be tracking that promoter score customer effort score and many other metrics and you could see here how well they're faring against the goal and not only that we're giving jacking team the dollars and cents the ROI so for every action that you conduct when it comes to each one of those business objectives we're going to also track the dollars and cents of on the return of investment all right so I think that was a good little summary here please drop questions into the chat um if if anything has come up we'll address those at the end and also to reach out to your account executive if you're a little more if you're really interested in looking uh deeper into impact because then they'll be able to set up and schedule time for that particular experience for you so let me go ahead go back and share my screen and let's start talking to the two most important people here on the call guys so uh but let me tee this up for you everyone in the audience so Accenture has been a customer of impact for a little over a year and when they first came on board they had some key objectives that they wanted to achieve they wanted to manage risk and resilience in real time they wanted to boost and oh sorry team they wanted to wanted to boost employee productivity and engagement and they wanted to optimize their I.T operations HR efficiency and reduce technical debt however they were faced with many different challenges that were preventing them from achieving those goals first off platform Health Tom and Joe will get into these Topics in more detail but their platform Health was not optimal right they were looking to maximize their investment in servicenow but when you have challenges with platform Health that's going to be a difficult task and they wanted to um you know be able to just to speed up their deployment of custom apps and that was also a challenge that they had now what capabilities did they use from servicenow Impact to help over come these challenges well first stop I mentioned before impact accelerators those are scoped engagements that Joan and Tom will request through the product and get those subject matter experts they also leveraged advisory sessions those half day workshops and then design reviews looking at how are they going to map out Integrations and whatnot with other disparate systems and what the what was the impact of taking on these capabilities to overcome those challenges well they had 69 69 reduction in p1s as well as a five-point increase in overall platform help so without further Ado I'm going to go ahead and pass the Baton over to Joe and Tom and take it away gentlemen cool yeah hey thanks Ryan thanks for having us join you today um so for the next 20 minutes or so join our Joe and I are going to talk about accenture's Journey on impact we've actually been in on the impact product for a little over a year now so I'm going to start with an overview of Accenture service now footprint and why we chose to invest in Impact to begin with uh then I'm going to turn it over to Joe who's going to take us through a review of our first year on the product and some of the benefits we've been able to realize over that period then he'll come back to me and hopefully I'll talk a little bit at the end about what's next for us what we hope to get out of the product in years two and three um and I think that will also leave us some time for questions at the end so next time please so when I think about impact and why Accenture chose to make an investment in the product to me it all comes down to this picture this is a high level view of everything we're doing on the platform it's a sampling of some of the applications and services we're running on the platform by business function we're actually now in our ninth year of our journey on the platform and you know over time we've expanded beyond that itsm and those I.T capabilities box on the left and we're now working with nearly every corporate function at Accenture and we're running a significant portion of our business on the platform as you can see and in fact to date we've built over 90 applications on the now platform and we've implemented many of servicenow's vertical packages so things like itsm and itom we're also doing hrsd Enterprise asset management and even most recently we deployed workplace Service delivery uh and and in aggregate all these applications and packages enable over 1200 cross-enterprise Business Services on the platform so we're now doing a lot of business critical things on the platform things like invoicing and Contracting setup for our finance organization we're doing background checks leave of absence employee exit processes for HR and we even most recently launched a rooms reservation management system for our workplace organization you know as our people return to the office and we house all these applications in what we call Accenture support um this is our portal this is how people view service out Accenture and it's the single point of entry for everything we're doing on the platform and it's a place where people can track all their support tickets service requests handle all their case management in a single location regardless of what corporate function or maybe even functions are involved in fulfilling that um you know an Accenture support is really the centerpiece of our Global Business Services model we like to say this isn't an IT Help site it's not an HR hype HR help site it's Accenture support it's a place where our people can come to get help regardless of which one of these groups on here uh is required to help them and under the covers we're integrating with our other big platforms like sap Salesforce Microsoft workday I imagine many of you use these many of these as well um you know but in several cases actually these applications and workflows that we built on servicenow are actually abstracting the complexity of dealing with these underlying systems for our employees you know and we're using servicenow to create just a more seamless simplified user experience which is one of our broader organizational priorities also worth noting our entire Workforce of over 730 000 employees has access to Accenture support and we know that over 75 percent of them are using it at least once a month so we do get pretty heavy usage on the platform and we even have almost a million former employees accessing it for things like support with HR benefits um so with all this complexity and heavy Reliance on the platform by our business it it was just imperative to us that we deliver a rock solid service that keeps our business running smoothly um so we decided to invest in Impact to help us achieve that goal and we hadn't decided to use impact to help lay that groundwork for what it hopefully is the next nine years of growth on the platform um so we signed up for in fact a little over a year ago as part of our Enterprise licensing renewal um and I'll turn this over to Joe now who's going to talk a little bit more about a first year in Impact some of the benefits we've realized along the way you know and some of the products included in Impact that we've been able to take advantage of to help improve the service that we're delivering back to our business um so Joe over to you thanks Tom all right I know all you guys are thinking the time youth chat gbt to produce his PowerPoint slide he didn't uh he's just that good um so good content there so needless to say from my perspective right I'm coming from the technical angle of things and I was very very much interested in seeing how impact had helped me and my team with our you know technical Endeavors our our goals and the way that we wanted to keep the the instance up and running right so I'm going to talk about those those points we've already talked about how we can take advantage of advisory sessions developer support accelerators and something that's um come up as a result of doing these things so let me talk specifically about each these advisory sessions have been very helpful for us as was mentioned these are kind of like workshops that are led by product experts okay um here a couple of examples of the advisory sessions that we had I'll just touch on a couple of these so flow designer if any of you are using what I call the Legacy you know workflow editor you'll know that it is drastically different than flow designer well designer is more of a drag and drop UI or IDE right and we didn't want to just jump in using flow designer because we didn't know if there were going to be any gaps in the features that the workflow editor used we didn't think we were ready to do any kind of migration right from the old workflows to flow designer so instead of us trying to figure it out on our own and invest all that time and effort we were able to have an advisory session again while these product experts and say all right what are the differences what are the pros and cons uh did we just dive in and start using flow designer or do we kind of take a more of a conservative approach to it right so that was very helpful for us um as a matter of fact as a result of some of those sessions we were able to find some gaps for some of the features we were using in our old workflow editor and find workarounds that that eventually became new features in the product so that was actually very fruitful for for both of us to do we have questions about DocuSign right how do we digitally sign documents on the platform uh great sessions there our support portal development this is another big one for us the conversation surrounded here um were about angularjs so again I'm speaking very technical here because that's what I do right um we but it's beneficial as well we wanted to know what the future of portal development was going to be we wanted to kind of get ahead of it we have a lot of requests from our businesses internal businesses uh wanting to do more of that and we didn't want to start something if we could get a better feel for what the future was going to hold right we knew there was a lot of work being done what we call on the fulfiller side of things right the workspaces development which which is really good by the way but nothing really on Portal so the conversations that we had kind of helped us understand where we wanted to go next with you know what are we going to do with angularjs right it was kind of deprecated by Google um we found that servicenow is going to support their version of angularjs which is what's used mostly to do the portal development so um and there's more to come in the future in in that space so that really helped us understand how we wanted to approach new development going forward developer support as mentioned is basically another set of eyes on your code kind of like a code review right that you can have that's beneficial as I'm sure you will agree to be able to have experts coding experts um probably a lot of Dev lead experience on that side to be able to guide those that coding that you're doing so developer support will be very handy for you accelerators this is another feature that we use heavily um I kind of like to call these like they're fixed scoped engagements right that kind of help you realize value faster so there are different flavors of accelerators we'll talk about design reviews one particular example that I want to talk about is we have a custom build application called My Access which basically is used to Grant access to to everyone on the service app platform and also other Enterprise applications that we have across Accenture and we needed that to work properly we needed to be a true Enterprise solution for us and by being able to have these design reviews we were able to get expert opinions on you know for example how many apis is feasible you know to use in this particular solution um how is it going to impact performance on the platform um can we use tertiary databases for this solution without you know having to incur a lot of tech debt so those discussions were again very fruitful for us and being able to design this custom application that we deployed uh for users across Accenture not just servicenow users expert connects again this is um product groups right you get access to the to the people that actually developed uh the products and and Technical Architects as well um virtual agent as you can imagine with with the um self-service mentality that the platform kind of offers we needed to make sure we understood how to best use Virtual agent the the product offering a virtual agent and again instead of trying to figure it out on our own and kind of put uh requirements you know against the actual features having an expert connect to talk about how it functions technically how virtual agent functions secondly technically behind the scenes we were able to to get the answers we needed to again make decisions design decisions going forward technical accelerators again another another area that you can take advantage of I'll focus on jumpstart your upgrade as you all know upgrading can take time especially with the skip analysis right that you have to do to make sure you're not overriding any custom code or um you know having you know fall out through through their coding that alone will save you time if you can take advantage of the jumpstart your upgrade technical accelerator that will save you many many hours so you can partner right again with with server now experts on how to use that and how to make sure that you're getting the best out of that product offering of um upgrading in a much faster fashion um Health assessments I'm going to talk a little bit more in depth on the next slide about that one but for me making sure that the instance is healthy performs well so that we can develop um you know these custom applications and we can deliver out of box Solutions is of most importance to me personally it makes no sense to have a non-performance instance right and here you are trying to promise your your business partners that you're going to deliver and it's actually going to work we have to have the foundation there of a healthy instance before we can proceed now the stuff here where it talks about other initiative highlights I can tell you that as a result of engaging with servers now through impact via these offerings and these features of the IMPACT program I feel like I have an army of people that I can go to I don't have to figure this out on my own my team doesn't have to figure it on their own we can get to Value faster and these are just some examples of things that have are kind of like spin-offs right of the discussions that we had with these other um sessions just a ton of things that have resulted um into other discussions which have been very fruitful for us and very beneficial for us are listed here in these other initiative highlights let's move on to the next slide all right Health assessments you are all familiar with the health scan that you can have done on your instance right it's going to highlight via these various categories that you see here um in this graph manageability performance security so on how are you doing how is your instance doing compared to the things the findings that the Health Scan is out there scanning for and the idea is that you address these findings you you find solutions to to these things that have been highlighted and fixed them right so that you can get a better performance score for us we are head heads down on this thing we've got so much support from servicenow and addressing all the findings I actually have a team of developers and Technical Architects that this is what they do most of the time is spent here addressing the findings of the health assessment because again we want a performant healthy system because we partnered with servicenow through the IMPACT program in addressing Health assessment head on you can see the Improvement so 64 overall was when we started back in April 2022 and again A year later that five-point differential right a percentage uh to 69 overall which for us I mean some I mean I think that's huge but it's huge for us um and then I don't think we would have gotten as far as we have without the use of impact in this particular area all right next slide reduction of P1 cases that's huge and and everyone here will agree that that's a very important part of maintaining the platform Health right we don't you don't want p1s you don't want p2s um I will say that the difference between slas right without the IMPACT program your slas or standard SLA for servicenow and a P1 is 60 Minutes meaning response time to get someone on to start addressing the issue is 60 minutes uh p2s I believe is four hours with impact you're going to get a 15 minute response time on a P1 huge difference and about an hour response time on a P2 so that alone you can already see the value of having that type of response time and having experts be able to address the issues right on on your performance um sorry on your production um p1s and p2s so that's been very very positive for us needless to say and our customers are obviously our clients are are very happy to see that response time as well so we can probably yeah real quick just to touch upon this real quick um you know I love to see that you guys have seen a decline in p1s and and then I think what's really important to you just mentioned the end users are are getting a more valuable experience on the previous slide that end user experience if I saw that correctly went from 50 to 70 percent um and and just what is that reaction like it looks like here you guys join with us right around this time I think it was like May of last year or April and then you can kind of see that correlation of of cases going down but the feedback from your end users are you guys taking surveys or anything to get that feedback to understand uh what they're doing yes for them yes absolutely we we're always engaging um you know sentiment right from from our end users and and that was definitely one I would say that the determining Factor as to what caused the P1 to decrease was the addressing of the Health Scan yeah so that's what you know cost it and again it hadn't been for an impact program we wouldn't have been as focused on it uh getting the help that we needed to to look at each finding and really find the right solution you know for us yeah great Brian I'd say I kind of separate a little bit you know p1s are like disruption to the business whereas user experience is more about when someone's got to get something done is it easy intuitive is it a nice flow you know so I'd say you know the Health Scan type stuff that's really really addressed those those p1s and those incidents and then but then there's been another a lot of other improvements you know through those Health scans and things like that that are more usability type things that really lead to that batteries experience because nobody's using the system in the first place and it doesn't really matter you know 100 um and yeah no absolutely makes a lot of sense all right so Joe I think this is the next slide you're looking for awesome and I guess it's over to me so yeah I I'd say for us your one on impact has been successful but I do think there's more we can then do do to unlock the value of our investment you know as I mentioned before really position ourselves for that next nine years of growth on the platform um you know first and foremost foremost Joe just talked about all the platform Health improvements uh you know and the reduced disruption to our business that we achieved but we can't take our foot off the gas our business actually now has higher expectations and we need to continue to deliver on that so for that for us that means even greater focus on our backlog of performance Improvement recommendations we've made tremendous progress which I believe and Joe has demonstrated through those graphs we have proactively prevented issues that might have otherwise impacted our business but we still have a ways to go and a lot more recommendations to work through you know we've cut down on the number of platform issues significantly but they're not at zero um and as you can see our platform Health scores they're improving but they're not all 100 so we need to keep our eye on the ball here um so we can continue to build the confidence in our business uh as they add more functions to the platform second one of the things that we've been most excited about our impact investment Ryan you touched on this at the start is a more structured focus on getting the most out of our servicenow investment overall um as a platform owner I'm often getting comments from our Executives wondering why are we spending so much money on a ticketing system you know when we hopefully everybody in this audience we know we're doing so much more than that um you know and I've got a lot of great stats and examples about improvements that we've made you know like I mentioned we were doing invoicing for financing we took a process that was three a three-day manual process and we reduced that to under three minutes with zero errors uh I mentioned some of the HR work we're doing um we've actually reduced the amount of time our HR business spends doing case management by 75 percent these are great examples and I've got a lot of anecdotes like that but often it's been challenging for me to articulate the broader business value that we've been able to deliver over the nine years have been on the platform um you know and to some degree we've laid the front the groundwork for that in year one by establishing our value blueprint and our Target business kpis but as I've mentioned you know now we've been on the platform for 90 years it's it's actually been a little challenging for us to kind of go back and retroactively articulate the business impact of something we did maybe five years ago um so as we head into year two we're we're going to put more focus on this we're maybe going to take a little bit more of a different approach we're going to focus more on our transaction volume data we're actually doing over 1. million transactions a month on the platform and I think we can tie each one of those back to increases in productivity um you know for we know for example every time we execute an automated service request you know we're saving a service desk call by an employee you know and we're probably saving some time spent by an agent or executing the case you know so maybe we can estimate the average time maybe even if it's just 10 minutes for that particular transaction and maybe we can do that across all of our transaction patterns on the platform you know and then then it's just a math problem you multiply that savings by transaction volume to come up with some more quantifiable broader productivity gains that we can articulate back to our business so definitely more we can do doing to keep ourselves razor focused on getting the most value out of our servicenow investments educating our business on the ROI that we've achieved you know and even helping to steer you know future efforts you know let's get that value blueprint in place from the start so that as we're going down new efforts we're starting with business outcomes in mind and that's what we're aiming at from the start of an initiative as opposed to retroactively going back uh you know and kind of looking at stuff we did in the past finally Joe mentioned some of the impact event uh assets we've been able to take advantage of like accelerators advisory sessions developer support these are all but really beneficial where and when we've used them uh but we actually have we've got an army of people developing and supporting on the platform at this point we actually got almost 900 people just working on our own sort of Accenture servicenow platform delivering and supporting the platform um you know so actually if you look at the stats I actually think the amount we're taking advantage of these benefits is relatively low um these development teams are generating a lot of code and we're releasing things almost every week at this point and of course it's not all perfect code so with these impact assets we now have access to experts who can review our code before it goes into production we can identify problems before they impact the business you know defects are very time consuming and costly to address in production so I think I think it takes a lot more of these earlier in the development Cycles you know by scaling up our consumption of code reviews and advisory sessions so you know that they're already baked into our impact agreement so hoping to take a lot more advantage of that um so overall it's been a great first year on impact Joe and I could probably go on and talk all day about some of the things we've gotten out of the service but you know but in my view just just still more room to accelerate still more benefits we think we can take advantage of you know and as I keep coming back to more we can be doing to just lay that foundation for future sustained growth on the platform so thanks Ryan for letting us tell our story uh yeah I know Tom and Tom and Joe thank you for sharing the story and thank you for being a customer service now and and servicenow impact um Team I'd like to open up the the floor to any questions that have been may have come through throughout the last 40 minutes so uh Danny do we have any questions that uh we can address yeah we do we do thank you guys for submitting in your questions in the Q a panel um please feel free to do continue to do so um as we go through some of these questions here so the first one I think is more tailored to you Ryan if you wouldn't mind answering this one sure from what I know and what I observe the impact tool is really useful for medium to large size Enterprises what would be the minimum size of an Enterprise to really have Roi um to do this exercise and Tool unit utilization meaning impact we're talking the number of employees and support um servicenow or income Revenue Etc so this is yeah yeah no Danny that's a great question I'd look at it more from a perspective of your investment not the number of employees but the investment you're making in service now some customers they they as as Tom alluded to before some customers look at us as just an I.T help desk solution and they've only made that investment and there's a lot of talent out there that that's in the field that can support that what I see is customers when they start to invest in multiple workflows here at servicenow where they're looking to you know digitally connect lines of business across the organization from HR to it to customer service that is when I that is the right time for you to make an investment in servicenow Impact uh because as you invest more in your platform the platform becomes more and more complex and those could be smaller organizations that are making those big investments in servicenow and they're going to need that help and and and so I kind of look at it more about how what's your strategy what's what are what are you looking um to invest in when it comes to servicenow and if you're looking at more than one entitlement are you looking at digitally connected more than one line of business across the organization that's the right time to be thinking about impact and we have multiple packages that uh you can speak with your account executive about guided is our first entry point into impact and then we have uh advanced in total so we know some of our customers will not fully utilize the entire breadth of the impact offering so that's why we have different packages so you know please feel free to reach out to your account executive to get more information about that and um you know they'll be happy to uh set up a presentation for you and learn more about your needs and and really kind of map out what package is best suited for for your organization Tom Joe would you have anything to add to that I didn't know if maybe something might strike you there but if not yeah um we're a large Enterprise obviously so we're a total impact customer but you know but we I mean we're running you know like you're right there's your mileage is going to vary you know everyone's going to have different needs you know for us we're running just a significant part of our business you know I I think it kind of depends on how business critical is all the stuff that you're you're running on the platform whether you're large or small it's that you know it's we kind of reached a Tipping Point where it's like okay we're no longer just we're no we're no longer just an I.T ticketing tool we're running the business so that kind of took the scales for us um you know and then you know based on your size whether it you know that might determine what service level is most appropriate for you thank you Tom all right Danny is there are there any other questions yeah um I think this one is for Tom and Joe um at the beginning we saw a product walk through um of servicenow impact what are the features that are of the most value to you which you said well I'll start I'm sure Joe has opinions because I'm probably coming at it with different lenses um for me as kind of a platform owner you know I like being able to see everything in one place um you know in terms of like value and we actually with my impact Squad we use that that page to track all the different things going on the program I mentioned we've got a lot of size and complexity and being able to see that in a single location I think it's very helpful to me you know and then that whole business blueprint kpis you know you can even access this on a mobile device I'm hoping to someday have that elevator conversation with my CIO they're like well tell me about the value that they're hitting on the platform and for me to just be able to pull up that dashboard and say well we've delivered on these these five business outcomes so just being able to have that information handy and at my fingertips to me as a platform owner uh I think is is most most valuable uh but Joe I'm sure you're gonna have a different lens than me I think yeah just again my lens is different right um and and I'm grateful for the the opportunity to have to look I can talk to a product the people that actually wrote the product right the the out of box Solutions um I've got experts I've got technical Architects um the impact Squad as as they're called I can ping them on teams and I get a response like immediately I have questions about things that just you know happen on a day-to-day basis I think I would say just accessibility to people expertise that we normally wouldn't have so what I see the valley awesome that's great any others yeah we just got another one from Peg um Can impacts be used with itsm standard or do we need itsm Pro that's a great question um you can you our impact is not uh dependent upon the platform uh release that you're on or the entitlements so you could be on itsm standard itsm Pro you could be um you could be on what was our last Utah um you know we have Vancouver coming up impact does not have to it's not tied to your platform upgrade um so you know no matter where you're at or what entitlements you own you can absolutely be an impact customer one more um Joe I think you said one of the benefits of impact is you know you don't have to go It Alone which I think is is huge right and you've touched on that in various different ways can you talk a little bit more about your impact Squad and how you engage with them so yeah we we actually have a weekly meeting where we're going all of the the impact dashboard and you know how we're doing are we are we meeting our goals right deadlines and addressing the various business initiatives that we have so that's one one thing one way like I said I I reconnect to teams all the time I have access to I speak to the Tas that are part of the impact Squad obviously more than I do um the other members but if I have just a general question we had we had some question recently about um data centers and some some new laws that China is passing right on data and where the where it gets stored and things like that so I was able to really just a paint um success architect and you know I got a response right like if they don't know the answer right away they're looking into it for us right they're like hey we know who to talk to give us give us a couple of hours so it's just that accessibility in the response time that I value hey thank you so much Joe that's that's it for the questions in the Q a panel so I think I can send it back to you Ryan to wrap us up yeah no thank you so much and again I just want to thank uh Joe and Tom from Accenture um helping with this presentation today uh yes guys really um you know thank you again it's been it's been great I really love hearing how you guys have progressed through the value journey and really excited about what you guys are focusing on in the future so uh let us know as always how we can help you guys out um let me just highlight real quick we have our community Forum out there alongside all of our other product bu peers we have a specific one set up for impact we also have um a lot of different information about impact on our.com uh you can see that here in the URL specifically to impact and also too um you know get in touch with us we'd love to bring you up to speed further on impact and specifically how impact can benefit you and your organization I think you could hear from from Joan Tom it's not a one-size-fits-all answer for everybody it's actually there's a lot of things that customers are doing that are very aligned but then there are personalization things that are different from One customer to the next so get in touch with us we'd be more than happy to uh dive into more about impact and specifically how your organization can benefit from it as well and so we just want to thank each and every one of you who that joined us from almost every part of the region of the world and thank you again for your time please join us again next month when we have another session and uh Danny I don't know do you have the topic that will be presented next month Andy by any chance yes um next month is going to be Let's see we are September is Zurich Insurance is next month so look forward to that great great thank you Danny for the support today Joe and Tom thank you so much I hope you have a great rest of your days and uh yeah thank you again for being a great impact customer yeah you're welcome thanks for having us all right thank you everyone take care