so welcome everybody to this live session and we're gonna cover our implementation design offering that we went live with in this summer all right some housekeeping um putting up a safe harbor you guys know know the drill here um following legal legal's guidance um also so you all know there are a lot of different good sessions out there so use this link I think we'll put it in the chat or send after um where you can see other um sessions that have already been delivered and sign up for future sessions also a little bit of housekeeping for these sessions and so we have time for Q a at the end of this session um I'm not going to talk for a full hours for sure um and also you can use the Q a button on the screen to put your questions and then recover that at the end of it um this session is recorded and it will be shared on the service now community and also after this session and there will be a service so appreciate any feedback there all right so thanks again for joining today uh my name is Anna Alston um I've been with servicenow for about two and a half years now but I've been part of the service now ecosystem for more than 10 years uh before service now is part and I was actually a part of I was working for a partner as a original partner I started implementing service now as early as 2011. um with me I hope shatia has been able to join as well uh if she is joined and she will cover a one Topic in this webinar to talk about a real customer Journey and also I want to put out I'm not a seller uh so this is not a sales presentation I wanna I'm a service owners I'm part of a service portfolio team so excited to kind of talk to you guys about what services we have around implementation design and the value of that all right so they're done that so yeah key topic talk about implementation design the value of that and the overview and then also eshetia joins and we're going to cover actually a a real customer Journey all right so before we're diving into the service itself so I want to start talking about objectives so I believe many of you would wouldn't disagree that getting to value and deliver your desired outcomes is a key objective as you invest in our servicenow platform and probably you want to do that quickly with speed and were you looking to get to Value fast it's also I'm assuming critical that you minimize the risk as you implement Your solution and because we never wanna jeopardize our quality right so these are key things that I wanted to keep in mind as of presenting this and then what are the different risks there might be out there so one is for Financial Risk right and that could be as simple as you you need more budget you cannot deliver get to Value within the budget you have estimated and you might have to go back to your project stakeholders and ask for more money but there is also technical risk uh that could be out there and maybe you are designing and implementing a solution that is not sustainable long term as you want to scale it so you want to make sure that you don't have a over customized solution and you also want to make sure that actually using all the capabilities that is already configured on the platform so this slide talk about different implementation art options and I will usually refer to this when I talk to customers like what what is your implementation strategy and I think it's really important that we think about that really early on in in the cycle like in your cell cycles when you start talking about buying our license like okay how am I actually gonna get to Value and then on this slide all these different options are definitely valid um but you need to think about a couple of things as you consider this so what is your current state what what are your internal capabilities that that you have what is your relationship with a partner and what is that Partners experience along with what is the scope that you actually looking to implement because your implementation strategy is probably going to be different depending on all these different factors so self-implement let's talk about that it's fantastic a lot of our customers that have capable teams you don't need to buy services but even in those cases we need to think about speed to Value are your resources available to to work on this a lot of the time we hear that our customers they have really capable resources but they are busy doing other things and also again looking at the scope does your internal resources have the experience to implement maybe the products um and the workflow that you're embarking on maybe it's a whole new workflow like going into customer service management for example other implementing with Partners we have a ton of amazing Partners out out there that are very capable um but also depending on your scope you need to understand that the partner that you are working with is capable in that area um a lot of our partners are doing a phenomenal job when it comes to implementing our kind of core products when it comes to itsm and so on but when it comes to our more emerging products our partners haven't had the opportunity to get that experience and then another options is to engage servicenow and our expert services in combination with your partner or maybe with your internal resources and that's kind of the motion of core deliveries you see a lot of um opportunities for for that as well and then the last one that we kind of think of is the customer that comes to us and want to work with us and to to get to value and the way we work with our customers are in different motions some will work with them for the full implementation scope we do the design and then we execute and we Implement and with our customers we work within with the implementation design that we're going to dive into and then and they might work with us also to execute auditions and another implementation option to actually do the execute phase so we actually have a whole questions coming up this early in the presentation so you have to kind of get a sense so which implementation strategy are you most likely to consider for your next service now project and this is yesterday get an idea all right all right let's see implementation of partner most of our implementation is done with our partner so that's the biggest one like total sense uh I think like 80 plus percent of the implementations are done with our partners so this pretty much reflects how um our customers get to Value all right so adoption I'm gonna share the results because maybe I was speaking to them without you guys seeing it all right I'm gonna go to the next slide so I'm gonna remove this okay so what does a typical implementation look like so I just wanted to show this kind of the full end-to-end approach uh and kind of the activities that we will go through when we work with the customer end to end and following our now create methodology free engagement initiate plan this is where we do the design execute this is where we configure a solution deliver this is where we prepare you for going live training testing cut over and then close and I wanted to show that because as we go and dive into the implementation design service I'm going to double click on some of these areas so we have actually seen a customer need um and therefore we have actually defined a package service for just the implementation design so on the next slide I'm going to talk a little bit more about like why we see this need but before that I'm just going to make sure I cover the scope for this service so we are all on the on the same page so yes as you can see the three main phases for our implementation design service is pre-engagement so during the pre-engagement we bring in a solution architect early early on who will work with you to really understand it what are your desired outcomes what is your current state what have you implemented what are you trying to achieve and that solution architect is then going to work with you and get alignment okay what what is the scope that we want to embark on and how much time should we spend on the different scope areas depending on like how complex you are in those areas and and what what type of maturity you want to gain so that's the pre-engagement phase the initiate phase is then to get ready to to start implementing is to start design and this is kicking off the project but also aligning on the correct resources so we are on the servicenow side depending on the scope that has been agreed on pulling a team together make sure we have the right subject matter experts but also here it's super critical it's you as the customer are pulling in and identifying the right the correct resources that then can be part of the plan phase and really can articulate the requirements and understand your current state so we can get to a good design for your organization and during the plan this is kind of the meat of the service this is where our teams will conduct workshops design workshops with you for the different scope areas um probably over a course of time there might be some one of ingredients following and then the output after that is and documented UC stories and design for that service foreign so if you look at this um kind of approach lens that we talked about you doing everything like Soup To Nuts following and not great if you would do a design service with us first uh you would do this implementation implementation design you can see that the business outcomes are a business align solution you will get requirements that are ready for configuration and this is where we see that there is a need for for this service so we've been delivering these type of services just to design uh for for a long time but now we have actually uh packaged it and if you go back to the implementations options that that we talked about this can be considered um independent on how you usually Implement so for example many of you said hey we self-implement and that that is that is our preferred but at the same times if you are implementing a brand new product that we launched maybe your resource and not qualified so then you can work with this setup as an options where you engage our team to work do the implementation design and then you hand it off and we hand it off and you work along with us on the execution phase um a lot of you said hey we're working with Partners perfect uh if you are embarking on a scope or you feel like this partner doesn't have the required experience and we want to work with a product experts you can also um use this approach or engage with us we do the design and then we hand over it to your partner and your partner of course work with us in in parallel but you might want to have your partner to actually do the configuration execute on that that they might have lower rates they might be engaging in in other areas of your organization they might even be a partner that is doing the ongoing support for you also for those of you who said hey we we work with servicenow and to help us Implement even in those cases where customers say come to us and and show interest that hey we want we want to work your ex expert and services resources to get this product and applications implemented in some cases it makes sense for us to actually advise a customer to create a two-phase approach let's do the design first and then execute and those are the situations where the customer might be very large and complex and trying to come with an estimated timeline and an accurate budget for a full implementation might be somewhat hard when you don't know all the different requirements um and that's why we advise the customer that hey let's do the design first and that will give you a good idea what it will cost and take you in terms of time and resources to then execute on that scope so so this implementation design service we see our our that there is a need our customer has been asking for that for all these different use cases and of course if you're self-implementing uh or working with partner that execution phase could also be a co-delivery opportunity where we do the design you want to use your own resources or the part of the execute but at the same time you want to have that consistency from the implementation so maybe one of our resources the architect or the technical resource continue to work with you through a co-delivery emotion through execute so why implementation designs I think I hit a couple of those things but let's summarize uh again so one is to set you off on the right path to realize value so as you remember we're bringing in a solution architect to kind of understand what your business objectives are and that will help you also kind of set up the the roadmap for your journey and what's the best way to get to Value because I might be a multi-phase engagement you don't want to do everything as a phase one also working with our product experts um you get the the experts working with you following all our leading practices and and also more very importantly they will ensure that the using all the capability that their platform already has and always all that will help you to accelerate value and the next one is optimize the implementation timeline and investment so if you do an implementation design first that will help you um understand what is required in terms of resources and time to actually then deploy this solution so when it comes to going to stakeholders asking for Budget uh you can do instead of asking for a budget Upfront for the whole shebang you ask for a budget for the implementation design and then you're going back with a more accurate number to them and execute phase and also the optimized piece is like ensuring that you are implementing a solution correct the first time and getting that quality so you don't need to re-implement and you have an over customized service and that kind of leads into the to the third phase to mitigate implementation risk so when working with servicenow resources you work with our deep platform product knowledge experts and the requirements that are coming out of this Implement implementation design service are ready to be implemented all right so align on design scope to get the most out of your investment so I mentioned earlier that we have actually defined and packaged this service and of course we can always work with our customers to do tailored as a W for any customer where that is needed but to accelerate not just the delivery of the service but also to simplify the cell cycle we have decided to package this service so this is a service that spans across all our workflows and all our key products so all the different areas that are listed here and our engagements are usually between 5 and 12 weeks for the design so that really will depend on the scope and that you're embarking on and and also this can be sold with a skew so for those of you um that um our skills this is an order form that easily can be added to to to the order for a contract so no need for a tailored SW but again if we would always look at what the need is for you so if our package Services an excuse don't align with your customer need then we'll work with you to create a Taylor SW all right so for every workflow and every product that was listed on the previous slide our team has created implementation roadmaps so these are based on our leading practices collateral um and if you're interested in this service and then you happen to talk to one of our sellers or one of our product experts they will likely share one of these product slides with you as the facilitate scope conversation and approach to get to Value and this is pretty much like showing that has been a lot of thoughts and we're leveraging all our different resources internally to kind of recommend a scope and on how to get to Value but of course uh this is going to be customized to your need so we have a going in position for each of our products on what we have seen working is the best approach to get to Valium and this implementation design service that we have can be used in different phases so this is an example of hrsd so if you are brand new to hrsd you can see clearly on the foundation the scope that we would likely recommend should be part of your first solution and but some customers that we work with that haven't implemented parts of this so then we look at okay what are the gaps and the foundation and what are the things coming and the crawl work run that you can embark on so this service can be used for either a first implementation or also as you expand and the expand on a current product toolset all right so that brings us to our next poll question um what workflow or product area would you consider an implementation design service approach Okay so I see and the technology workflow customer workflow common second employee um I'm gonna end it here in a second when it kind of and that's I think I share results all right so you can see 52 technology workflow um and my guess is that that would probably be in other areas then I deserve a lot of you might have implemented itsm or maybe expanding but with see customers using this for the risk GRC or I Thomas is like expanding on the server Set uh customer workflow right yeah thank you all right so that takes me to the point of this presentation where I'm gonna hand it over to shatia Yang so shatia is part of our uh or a delivery organization such as Tia I'm gonna have you introduce yourself and and talk about uh experience from the film hi my name is shatia Young and I'm just here to talk about an experience we had implementing the design phase uh particularly this particular instance was where we were going in as a back to Baseline and we really wanted to pull this design phase in as an opportunity to really understand what their environment what their instances look like what functionality they were taking advantage of and how we could best identify the approach for going forward so initially when we got their functionality and review we sat down in this design phase and looked at all of their back end we also look at Road mapping to understand what key features are going to be coming up in next releases so we really wanted to accelerate value coming back to this individual organization to help them utilize something that they hadn't really been fully using from the start so they were one of our early implementers on some functionality and we really wanted them to take advantage of new functionality rolling out and the benefits of us really going into this design phase but we were able to capture some of their processes that really just weren't mature so we took the time in our bpcs were able to work with them and further to design these processes so that our next statement of work really was a lot more mature so not only were we going to be driving the customers back to Baseline which is always going to be our number one recommendation but we were able to also Identify two main processes that we actually started back over from scratch and we were able to pull in some key features that were coming up at a new release of the product and we were able to demo all of that information during that phase and definitely gain value because had they not had that they would have only done an initial statement of work for just going back to Baseline and they really would have missed that opportunity to expand on some of their current functionality processes and to some of their business units we actually turned on some other key features that they're already using in their production environments so we were definitely able to also uh speed up some of the process because as we finish that design phase we actually were the group that came in for execute we were already familiar with their environment we understood what their you know roll out schedules were like we understood the technology we understood the vision from their company so we were able to come in with a little bit more information having had advantage of being a part of that design phase and had a statement of work that really reflected what they needed exactly and I will say that since we are exiting that execute phase we were able to really align ourselves with those estimates like true to the dollar and true to the point because we had the full advantage that design phase to see everything roadmap work with the customer understand future goals identify phase twos and future rollouts as well so definitely we did have some um learned lessons as part of this experience but mainly those were just in terms of prioritizing current development and again that just aided to how we were planning out that execute phase and all benefits that we gained from being a part of that design phase so definitely a lot of experience there I know when we get to the Q a you may have specific questions that I should be able to answer but again all in all the design phase definitely allowed us to leverage the time that our resources had both on our team and with the customers team to partner and understand not only the design of what they thought they initially wanted but we were able to open the doors and really get under those covers and see other opportunities that helped launch them into using more technology but that wasn't too fast for you Anna no no that was great thanks shatia for bringing this to to the real life example on where we're doing that all right so before going into q a yes A couple of key takeaways so one is always give some thought to that implementation strategy and it's not think about like what what is the product we're implementing this time like what is their current state and like really understand like you're if you're working with a partner is is that partner does it do they have the experience required um so and and think about that early on in in the cycle uh and that kind of leads into number two take into account the potential cost of implementation your services so we all know it's not just about buying the license and clicking on a button that's not how you get to Value we wish but this is a platform so there is there is a need to to think about that implementation as service and if you require a budget uh make sure that is considered early on we the stakeholders um number three so if you are interested in in any of our services you can connect with your servicenow account executive and you can learn more about this implementation design service or or any other services that we have that can help you get the value because that is really the key right how can we make sure that you with speed and with quality and unlimited risk can get to Value and can deliver on those outcomes and that you have identified all right so with that um we are opening an app for questions all right so um I'm gonna answer here so at what point of the plan do we set methods to measure the result and improvements to ensure we are getting the value shadia do you want to speak to that I can so in our particular scenario we identified some key goals during that design phase and we use those as measures throughout execute so for example again back to Baseline so since we already had a marker of where they were um we were able to go into the back end we saw um during that design phase for example let's say 10 areas that were not in alignment with being back to Baseline and let's say 200 notifications that were customized so we were then able to execution to say great based off of our design we're going to take those 200 notifications bring them down to 10 out of the box and like three custom so we were very easy easily able to kind of go back and identify everything we found as part of that design phase and how we then fixed it as part of the execute phase great thank you I see that there is a question can you speak to how implementation directly from servicenow comparison price to using a partner instead so this is hard to say so we have rates our partner her rates and some of our partners have similar similar rates as we have and other partners have lower rates than we have um so it it's it's hard to say but we are we have our standard rates that we're using uh for this service and that's why we see that some of our customers are working with Partners they have lower rates uh and and that might be driving to the fact that they might want to use the partner to do the execution well they want to limit the risk and speed to Value using us for for their implementation design uh there is one question here does this program collide with the IMPACT Program offered by a servicenow so this is in in addition to um impact you might be some of you might be working with impact and we might be working with some Architects part of that program that kind of help with the with the roadmap but they are they will not go into the deep design and and then also the execute so this is definitely can work in in conjunction with the services and the accelerator that the impact programs are delivering I see what kind of deliverable artifacts can one expect at completion of this offering very good questions so we would hand over the design documents so we will the teams will document the design uh in our agile instance um or in yours if you have that um and then also a high level execution plan on um for for the next phase and what more like like a higher level kind of time frame I propose kind of a Sprint to Sprint outline to get the value to actually execute on the design that we have documented uh are you doing co-delivery as part of the implementation design offering good question that can definitely uh be done and can be done in different Fashions so you might have a partner and you are comfortable that they are competent to to do the design for certain applications well you want our team to be engaged in in other part of the scope other application and and still having kind of our solution architect there to to oversee the whole program so we can definitely do co-delivery for the implementation design as well um how does the Enterprise architecture workspace for APM fit into this workflow I'm not sure I can answer that question shatia can you answer that question I am not familiar with that one okay we're gonna have to get back to you on that one um then we have a question since this would be using service not to perform the work does it offer US service now support for how it's configured yeah so the configured part will would be the the phase two uh we can definitely be engaged in that that would be a different contract with us so again you you might be through our core delivery where you um where we only had like one or two people engaged along with your own all own internal resources or your your partner or you might work with us to do the whole like only the whole configuration and you don't engage partner or internal resources but this service has to be clear is ending with a design so when we when you're Contracting with us for the implementation design is that upfront please so you would need a second contract with us for for the execute uh what are the typical service now versus internal and external partner resources percentage uh are in practice needed for the initiate plan design phase and matrices from the best practice experience um so I think that is like the this Staffing model is is that I'm not sure I understand the questions but yes to um understand the Staffing model uh as we execute on these services so we of course have an engagement manager kind of project project manager but then we have uh I have a lift for our bpcs that are business process Consultants that are driving a lot of the requirements sessions and then we have a thesis our technical consultants that work along the the business process consultant to to more look into those technical design and supporting the workshop and then also as a mentioned the solution architect and the solution architect is actually more having the beginning to really understand um to set up the roadmap for the customer but also of course support the BBC and TC throughout the design and another question how does the Post implementation of our project look like what will this support look like so again this implementation design service is just for the design um we if we also execute on the like on the execute phase and deliver and that would include of course helping you cut over and shut here you could probably can speak to that I'm pretty sure we do some hyper care after and the customer is like to to to support that is correct there's typically some hypercare tied into the actual project again not so much into the design phase since that's just really pretty much prepping you for that execute phase whether it be with us or working directly with a partner [Music] Glenn I that was I think I talked about the sapping model there is a great um hopefully I don't miss any questions all right well thank you all and oh one more question let's take this one I think my time does the design of an on-premise instance differ from the design from a cloud-based instance of service now are the timelines the same good questions so um uh we have the package Services uh so um those are not uh for on-prem or like pretty much we need to have the conversation with you to understand if you can buy one of the package services but even if you can't uh the timeline might be a little bit longer um if you're on on premise so we can definitely deliver this service to you but when I mentioned that we work like five weeks to 12 weeks it depending on on scope uh that might be we might need a week longer or two weeks longer if you're on on premise so uh depends on uh but that is something that would be determined early on all right well thank you so much for for joining today's session and thank you shatia for joining me in this and bringing this to to the real world example um I think there is a survey at the end of this and if you want to learn more or reach out I think there is an option in the survey where you can put your name uh but but otherwise don't hesitate to connect with your account team um to to learn more about and this offering but also other offerings and how you can work with servers not to get to Value all right thanks everyone