I guess welcome everyone uh to those who've attended and dialed in so far we we'll make a slow start and uh I'm sure more people will join as as the time progresses so as I said welcome to today's webinar uh where we you're going to be hearing from HSBC as to how they using service now impact to scale the use of the platform I'm Andrew Mard as you can see there uh and I'm the person accountable for the delivery of impact uh for UK andr uh and my experience that's relevant to today's call is that till the end of q1 I was part of working with HSBC on the on their Journey uh and Mark do you want a brief introduction from yourself fantastic thanks Andrew uh so Mark esler I'm the uh platform owner for our service now platform within it within HSBC uh and be working with Andrew and the very closely over the last uh 18 months nearly two years uh on our service now Journey thanks Mark uh and and just for those on the call so what what you can look forward to uh in today's call I've got a bit of upfront housekeeping before I um and and a few bits of content to cover before uh handing over to mark and um so what I'm going to cover is is we've got a safe harbor notice um few pieces of housekeeping we have a poll uh to engage yourselves in and get your view on a question that we have um I'll do a brief overview of the impact product for those who maybe haven't purchased it or or have any experience of impact uh and then finally just an introduction to what Mark will cover and then uh we'll hand over to Mark and and get stuck into today's session so our Safe Harbor notice uh this presentation may contain forward-looking statements uh that reflect the current beliefs of service now uh and are based on information current information that's available these forward looking statements should not be relied upon uh to in making any purchasing decisions with Safe Harbor out the way just four pieces of housekeeping uh we'd love to encourage you to ask questions so hopefully you can see uh in your zoom bar that there's a Q&A function a Q&A button please do as the presentation goes log your questions in there we've provided sufficient time at the end uh just to be able to you know having the privilege of Mark with us to for you to ask your questions firsthand to Mark at the recession will be recorded and available on the service now Community uh feel free to head over to the the impact product Hub on the community to engage with experts ask questions see the latest Innovations and just find out about any other events that may be up and coming and then lastly please look out for the survey following the session we'd love to hear your thoughts on how you found today but before we get started uh we've got a poll and a question for you uh so hopefully the team supporting on the call can kick that off uh and you're able to respond to that I see nobody's going for the for the Gap feeling um uh oh we we we have our first person is going for Gap feeling um Mikey you've got your hand raised I don't know if do you want to just uh I think you can probably be on mute if you want to put your question uh in the chats or uh was that the ability to vote um I'm watching so I guess we halfway through people having sort of answered and I guess this interesting balance of um you know a number of people with formal metrics and dashboards um manually generated reports but I I think you know what we seeing at the moment is that there aren't that many uh tracking mechanisms in place and uh hopefully we can look to cover some of that off during today's webinar I see responses have slowed so we probably stop there on the poll Mark I don't know if you have any Reflections on what you seeing coming through yeah I mean great honesty there I think from everybody uh especially the person who who responded with GFI uh there's probably a few more in there that use gutfield um but I I think overarching there we can see a lot of people don't have good tracking mechanisms in place um and I think having having that openness and honesty with everybody uh then hope hopefully we can we can cover a little bit that off later on in today's presentation yeah and as Mark says you know thank you to the one person who was um who was honest um and um yeah interesting interesting results so moving on to just a I'm going to do a brief overview of impact product as I said for those who maybe haven't had exposure to it overview of the session and we'll hand over to Mark and get started so uh as we know uh it's well known that 3ars of SAS Investments uh fail to deliver return on investment and that's sort of the why behind service now impact it was designed to accelerate the value our customers realize on their investments in the N platform by providing them with tools guidance and insights uh to meet their desired outcomes now so service now impact is our value acceleration product it's built on the our platform it combines predictive software with human engineuity uh to keep our c customers platforms healthy and speed your time to Value it offers personalized insights and recommendations value tracking uh and Industry benchmarks uh best practices content learning and premium technical support and all of the centralized in a digital product that's continually iterated for you and one of the core uh components of impact that we see certainly see a lot of our customers valuing is instance Observer and which is an observability tool that arms our customers with Rich data and insights on their platform performance so that's a brief overview of the product we will come in at the end uh if we would have loved to have had the time to sort of demonstrate the product uh the digital product uh but we will touch on that at the end if there are anybody who's interested in having a look at that digital product so in Mark's presentation today we're going to look to cover uh four things you know first of you Mark's going to share with us some information about HSBC the corporate strategy how that corporate strategy is underpinned by the technology strategy and then in turn the role that service now plays uh in that technology strategy we'll hear about HSBC by numbers and these will set the context uh for the scale and complexity of what we were looking to do with a service now platform and ultimately why it was critical for HSBC to rapidly scale and amplify their platform team Mark will briefly talk about some of the key capabilities that HSBC uh Drew on from Impact and then Mark's going to close out with the key things that impact delivered for HSBC and marks kindly uh come forward and then this as Mark shared about transparency uh we'll hear at Mark's advice for fellow sponsors platform owners and anybody else uh implementing service now so Mar over to you thanks Andrew um so yeah we're before we get into the detail um a a little bit of context about hspc and why we're here so our our purpose is to open up a world of opportunity um and then underneath that we've got four key business priorities uh so focusing on our strengths uh to achieve our ambition we're focusing on the areas where we've got distinctive capabilities digitizing at scale so as people lead increasingly digital lives this pillar of our strategy outlines how we're delivering faster easier and more secure digital banking for our customers does then energize for growth so inspiring a dynamic culture where the best want to work encouraging an inclusive uh culture fostering diversity helping colleagues to develop Future Ready skills and be a simple more agile and effective organization and then finally there's Net Zero where we want to do more than simply play our part in the transition to a more sustainable world we want to help our customers get there technology is not surprisingly a key en abler for these pillars and we've got a five-year strategy that's made up of four streams speed is where we're reducing the time from idea generation to reality scale is then where we're leveraging our size and our Global reach to better serve our customers by harnessing the power of cloud we've then got resilience where we're making our services more sec Ure and more reliable through the use of Automation and then finally people uh we're ensuring that we've got the right people in the right places equipped with skills and the technology for the future and it's resilience where service now has helped us through the IT service management and the business continuity management Transformations what's really pushed things forward there is the resilience agenda we're now really starting to join the business continuity and the operational resilience and the IT operations processes together in the same place in service now this supports our strategic outcomes within our technology strategy with the service now platform we're really focusing on customer value rather than having to join discrete Solutions together HSBC is at the Forefront of innovation um and we invest significantly in technology each year and as we do this we look to partner with our most strategic vendors and we really need a partnership where through both the good times and the tough ones we're together and it's often in those times of challenge that you really learn the most about each other and where really strong relationships begin at the moment we're really at the start of our strategic Journey with service now although it's been in the organization for a number of years in 2022 Our IT service management transformation program was challenged in a number of areas which required HSBC our implementation partner and also service now to to work closely together service now really understood the specific business challenges that we had and mobilized internally to work with us on an appropriate path through specifically they didn't just hear what we were saying but they listened they also understood and responded to us so Andre if we move to the next slide please and we'll just have a look at HSBC by numbers to give a bit of a sense of scale so we've got 40 million customers and that's across 64 countries and territories and they're served by 250,000 employees across 6,000 locations and then within Global it we've got an IT estate of about 8 and a half thousand Services providing 2.7 billion minutes of service and handling two trillion transaction customers each year and on average we make one it change every second and we respond to either an incident a request or an alert every six seconds so hopefully that sets a little bit of the context as to the environment that we're operating within so if we move to the next slide thanks Andre um so where does service now and impact fit in with this uh service now has got a critical role within our resilience agenda it's critical for running the business so supporting our it operations and our business continuity management capability but it's also pivotable to our operational resilience Journey so it's really critical for us we really needed to amplify our expertise so that we could rapidly scale and also industrialize our ability to run build and maintain on the platform and that was where impact fitted in for us so if we move to the next slide please so to do that rapid scaling and amplification of our expertise we found that uh there were specific areas of impact that had the greatest benefit for us so we started with looking at the future state design of the platform team and working out how to get there from where we were and that's often referred to as the center of excellence and Innovation once we had that organizational design we then needed some personalized training paths as well as some onetoone coaching from the impact squad for some key platform roles this coaching's really evolved over time starting with data but then moving on to platform architecture and then most recently technology roadmap and strategic direction we supported this with some timely access to subject matter resources and also Knowledge from the impact Squad um but also from other areas within service now itself in reality you don't really know what you don't know so having those experts on hand to guide us was crucial for me and then the final piece of the jigsaw was the implementation of technical governance and also prescriptive guidance for key technical designs within the organization this has really helped us form a solid foundation and then we've built upon that within the platform so if we can move to the next slide please so the specifics for us with impacts as I mentioned earlier then the itsm transformation program faced a number of challenges one of which was a two family release upgrade that we had to do at a key point in the program and impact really helped us find a path through it the squad ensured that we had Clarity on uh the the prioritized risks and issues in that period the right Solutions or mitigating actions and quite often we tapped into the expert connect sessions and then we held each other to account so it was a true partnership and true two-way what this meant was that we managed to deliver the itm program on time for our 40,000 it users because we've got that augmented capability for our platform team then no sooner had we completed that go live and the user migrations then we started planning to deploy further itm critical apps onto the platform so if I had three takeaways and and could talk to my previous self about the journey that we've been on um then i' I'd start with focusing on what your strategic obje IES were especially during major transformation programs I mean coming back to the poll and uh the the reality of of where other organizations are and and using gut feeli um that was kind of where we were when we started off and we didn't do very much uh of a of a view of our strategic objectives outside of the program in year one so we we're really honing in on that value management far more now and and working with the impact squad on that for large organizations and especially Enterprise class organizations um impact really should be a a mandatory for us especially for those organizations who are um early in their uh deployment but also for those who've got uh player levels of maturity for me it's a it's a massive help to have that lever for success and then finally um and and this was kind of one of the critical ones especially with the uh the the two-way relationship that we've got is either follow service now's advice or actively choose not to follow it um don't leave it hanging we we've been really good between HSBC and and service now with with making sure that we're we're actively uh choosing to to either invest in Risk mitigation or maturity Improvement or putting it in the backlog and saying it's something that we don't want to address at a point in time but the worst possible thing you could do is just leave it hanging and leave it so that it's not in the backlog and and it's not getting reflected anywhere um so impact for me absolutely critical to uh to Our Success during our journey um and and super helpful for us in in building my uh my platform Squad up no thanks Mark and so as I said just to wrap up um if there's anything you can find today's recording on the uh service now community so please do go and take a look and I see our our team have shared uh the link to that uh Second along please do visit service now.com impact uh if there's anything more that you would like to learn and if you do want to have a demo and play with yourself with a digital product at service now.com for SL impact SL accelerate um but most of that you can all find links uh in the community or get in touch so um thanks for all of those of you who've joined it's been great to have you uh and look forward to hopefully meeting you at some point thanks very much everyone