welcome to another episode of Glide chat my name is Michael Lombardo sitting with me is Paul from Horizon Therapeutics how are you Paul hey Mike I'm doing great thanks so much for having me thanks for joining us so Paul why don't you tell our audience uh a little bit about yourself and your title and your background absolutely so my name is Paul Kea I work at Horizon Therapeutics I joined about a little over three years ago and my background's always been about uh helping people doing the right thing getting stuff done really focusing around the support space and the service management space as well no that's great so I know you guys are phenomenal service now customer and and have had quite a journey um before we get into the maybe the technology want to talk a little bit about the the process of um around you know it and and workflow yeah absolutely process is always very important I know service now has a fantastic p platform um any tool out there I'm sure as well as is uh good as well too from that point of view but you want to make sure you understand what you're doing what the business requirements are making sure everybody's speaking the right language the same language what does change mean to you how do you do it what are your business outcomes and when you talk to many different groups you quickly realize that they all understand what things mean but it's a little bit different and how do you get everybody to be doing process the same way consistently because then once you have that information then you can take it over to a platform like service now implement it and then really make the magic happen which is really the most important item of it exactly I think that a lot of uh different organizations struggle I think I think they they see an awesome platform like service now and think that is the Silver Bullet that's going to solve you know all the world's problems for them but if if you don't have the right processes in place to implement in an amazing platform like service now you're not going to get very far it h it has to be that marriage to your point of both beautiful you know process and in technology for sure absolutely Mike it's it's just getting like this this nice sports car but uh you know you want to make sure you know how to drive it and everything exactly what we did from a process point of view is we didn't want to work in a vacuum we got involved every single state holder from corporate commercial R&D quality working in life sciences the quality team is absolutely important to us and then also various business stakeholders that were performing tasks like requests and incidents maybe not knowing what they are but they were doing it we got a lot of people engaged got them together as part of process workshops to really help understand like how do we want to shape this at our company how do we want to do this here but how do we do it so it's simple it's not complicated because when you start talking about process and and you start talking about Idol people can get intimidated so we really try not to talk about that just very simplistically what's the difference is this an incident is this a request right starting off of there is this an enhancement is this a defect and how does change work and once people understood this tool agnostic I think that that's really where we document everything like document all of the document the definitions all the inputs all the outputs um a lot of times it's a little bit challenging because then you start thinking about the tool and we try to get people like well let's not talk about the tool but that was a great opportunity for us to take notes on okay well they're interested in this in the tool let's write that down really quick and let's go get back to process work so 2021 as I call it was the year of the process took a lot of time everybody's got a lot of work to do they got their day job but we got great commitment from our leadership team and we were able to do process design workshops we literally did it process by process and then uh after that we we go into tul which which was very exciting as well that's amazing and did you evaluate like different platforms before picking service now or did you kind of go through that process discussions first and say okay this is a no-brainer everything we need is right you know based on our our our different team members this is exactly the right solution we did the first one we want to make sure we do our due diligence that's a lot of us knew uh people that are in the industry we knew service now is a phenomenal tool we've had experiences in the past using it but when you're when you're implementing such a ginormous program like a whole service management transformation with a phase one or process and a phase two of tool um we want to make sure we we take our time so we actually kicked off a little project called The Tool selection wow so in the tool selection we obviously looked at our existing uh tool that we had I won't name it but it's installed on a server in a data center um you needed VPN to connect to it um it wasn't as robust it didn't have workflow it didn't have Automation and I think you know Horizon similar to Glide fast we have very similar routs we all grew rapidly expand Ed with our business uh experienced tremendous growth so with that tremendous growth we needed a more mature tool so we're like well like you said instead of just going to a a bigger tool let's just let's start the process first then we go the tool so we evaluated a few different ones I think they were like three or four you look at the Gartner quadrant those were probably some of the ones that we did evaluate we definitely allowed opportunity to our existing account managers to demonstrate capabilities of the cloud version of our existing back then on premise solution uh we got procurement involved the exact same stakeholders who are involved this part of process design we continued our relationship with them so we told them thank you for doing all this process work with us now we're talking about the tool we need your inputs we graded every single tool I know it may sound silly but we just want to make sure we do our due diligence we do the right thing and then when we do a present and say you know we've done all this work we've compared experiences pricing um training all these other criteria that we put together and it was all in the spreadsheet and it was all graded it made the conversations for requesting budget for building the case it made for some pretty good conversations and then ultimately service now was selected and that's what we decided to move forward with that's great and really wanted to thank you for for the partnership I mean it it's it's been an amazing uh journey and and you you're just always so positive and I just loved uh catching up with you every once in a while and hearing how the projects are going but tell me a little bit about the implementation yeah absolutely and before I do that it goes both ways partnership I think is is key to success and whole team at Glide fast has been absolutely fantastic so going over to our implementation in the beginning it actually did not go too well we had a different part partner and similar story it it was you know typical RFP um procurement involved grading selection was made but early on we started seeing that things just weren't working as they should I still remember I reached out to you that one time yeah and I'm like I'm like you got you got a few minutes and I think shortly after that um I got a phone call from Liz Liz reached out we uh very quickly assembled the team and we're able to literally pick up where we left off and rest is history we went live December 2nd of last year so we haven't even been live for a year but we've been experiencing a lot of value realizing all of that out of the platform and there's so much more that we could do that we're still working on that that I love that and I I i' you know obviously I love that Glide fast was able to come in and and and help because I was a customer as well and I had I had a difficult uh phase one implementation as well with our partner and you know for whatever reason right it's it's you know I'm sure not every one of uh this partner we used you know projects went that way but for for some reason you know ours did and so it's kind of I take I look at your LinkedIn and it's it's not business it's personal right like that's kind of it for me too and glide fast as a whole is like we love this platform so much we want to see it implemented the right way and that's that's what drives us so it's not just it's not just work it's not just business it's it's it's personal and um you know if there's another customer that that's similar to you in in your where you you know where you were when you were first starting the implementation what's some advice you would give uh that customer trying to be successful implementing service now um the best advice I would say is always just make sure you do the right thing like you mentioned it's personal it's personal as a life science company for our patients and all the work that we do it's also personal working maybe not directly with patients but supporting the people that do that exactly you want to make sure that they have the right solution you want to make sure it's done right this is your baby you want to make sure it's taken care of and I think that's the most important thing is just to do the right thing as well so when things aren going well reach out raise your hand um ultimately this probably one of the best decisions to make went to our leadership team we said we need to make a change they were very supportive and we made the change sometimes change is good this case it worked out great yeah um because our relationship our partnership has been absolutely phenomenal the entire team's been great and um it it made my life better yeah absolutely when you're you're in there you're getting into the office and and and you're trying to put out fires you know nobody wants to do that yeah nobody exactly when you're going in and you're like great work yesterday everybody what's what's what's you know scheduled for today what's next that's what you want to be talking about I love it tell me a little bit about after go live so a lot of times we focus on you know getting to that launch date getting that mvp product out there what did you do Post go live to make sure you're continuing to drive Automation and improvements and enhancements um any advice there yeah well definitely number one won celebrate celebrate your successes celebrate the win yes we definitely celebrate I still got our our go live poster right there so we celebrated with a bunch of cake yeah let's go we celebrated we uh definitely thanked and recognized everybody internally externally um we couldn't have made this happen without everybody's commitments um after that we went on a holiday shutdown because it was December 2nd um we're really focusing on hyperare making sure everything went well and hyperare has gone so well that we just started going straight into enhancement so it's been love it after that one enhancement after another and that's really where we are today is we're meeting with the business Gathering requirements pumping out catalog items with workflow and automation things that people need getting them out of spreadsheets and SharePoint sites and and email that's the biggest thing that we're doing right now awesome that's great all right one last thing I'd love to hear you know because I I was talking to uh one of my co-workers earlier today and we were talking about you know five years ago we never imagined some of the features and in use cases that service now would be solving do you have like a pie in the sky next five years something that you think service now is gonna get into and dominate or change or something you're excited about about service now in the future I'd love to hear your opinion oh my goodness so many things um I don't have a crystal ball but if anybody from service now is listening maybe anything to make implementations maybe easier for clients something easier I know service now is a great platform but we always talk about personalizing it I call it working at Horizon we Horizon IED it yes and if you had have team members that know exactly what they need I think it makes it a lot easier but I recognize not every place is going to have that or maybe they're too many cooks in the kitchen yeah so what can service now do that would make that experience a lot better aside from you could have a phenomenal partner and everything but like how can it be easier to set up how can you realize value even faster than today that would be I think huge and that that's that's like it's funny say that because we just rolled out a new uh product um agile genius it's called it's an AI product but it's not focused on implementing and I swear I wasn't planning on plugging this I just you're saying it and I'm like this is what literally we just did it's it's not AI to help Implement faster it's it's this setup for the implementation right so creating the the the workshop agenda for for the product you're going to implement within service now and then you know taking the raw notes from the workshop and inputting into the AI and then coming up with a Bas line of stories just from those raw notes in the in the knowledge of what you're implementing so it really saves like four weeks out of an implementation a typical project um so I'm gonna I'm GNA send you some information on that because that's something you can use even without a partner like glad fast right it's just it could help you let's say you want to implement HR this will give you like a starting point that's going to get you like off off and running so much faster so it's really exciting that sounds fantastic I know we had a lot of stories so utilizing AI is very exciting 2023 and Beyond I think that's the future so yeah would love to read out more about that thank you definitely all right Paul thank you so much for joining and uh look forward to continuing the partnership and like I said thank you for the trust um you're you're a hell of a guy to work with and I I really appreciate the the friendship ship and the partnership absolutely likewise thank you Mike the entire team if I could do some shout outs there's Liz John Shan um Darby helped out as well and Shaya and I'm sure a lot of other people I missed but thank you to you Mike and the entire team it's much appreciated thank you to you and your team you guys are great all right thanks [Music] Mike [Music] yeah