welcome to another episode of glad chat my name is Michael Laro today I'm here with Tyler hog STD at Glide fast what's up Tyler how's it going Mike not too bad man just got in this morning so yeah little little tired from the trip but yeah from where Ohio right Cincinnati ciny representing explain integration up to me as if I I've never heard of it so integration Hub um at a very high level gives you all of these pre built let's just call them actions that you can use so you don't have to start from a green field okay um if you're trying to hook up into another application and they have an integration Hub spoke you can use that spoke as a part of your flow so you don't have to then set up all of the air handling all of that other stuff to connect into that application and it's and it's more of a plug plug-in play on that specific integration action okay so a Spoke is basically like all right just just plug in your credentials and we're going to link these two apps right pretty much and then it's up to you to like where you want to go in that that application what table what field stuff like that exactly so when they build these these spokes out they usually go through the the API documentation for that application and include all of the like update I'm just going to use like aure like update user delete user create user they include all of those as a drop down in the spoke itself I forgot that word for some reason yeah it allows you to get integration or get flows set up with Integrations much faster yeah um which which is great especially when you usually had to in the past build all of these custom the thing about service now it was always great for Integrations is you know I was not an integration guy but it basically like service now can connect to it if there's an API on the is it was always if there was issues it was always on the other side application you know well it's funny because I don't come from a full stack world but interacting with a lot of the custom doing custom Integrations I really started to understand the other side of that application really well as OPP and I I always refer to service now as it's like having cheat codes yeah because there's so much that you can do without having to think about the backend Administration you don't have to think about any of the infrastructure literally just focus on I need to make this thing happen so I mean I come in in 2013 2014 service now world yeah and they don't have flow designer they don't have integration hub don't have all of this stuff they have now that could be considered a turnkey solution so you had to build all of this stuff custom which I do miss those days because you had the ability to literally just be like hey what do you want cool I could build it and now there's so much out of the box that you really have to step back and go okay does this fit into any of the current modules before you then talk about okay let's do this let's build it yeah workflow stuff allows you to be lazy in some cases because I've seen some horrific workflows where you open them up and you're like where does this go there there's 50 like workflow activities if yeah and the and the lines are behind everything I was so needed I needed to be organized right I would go in and just reorganize open I needed to clearly see where it went I took a lot of pride in that actually I thought I was pretty good at maybe not good at scripting but I was a lot of didn't realize that you could flip the the choices of the output so if you had strings that would cross you could actually flip them and then F and no one really knew about that it was just like a cool concept that you could just build that you know and I wasn't a developer when I got into it like I I was I used those websites where with like WordPress jumla like I was like a you know and you'd have to do a little Googling a little coding just to like for little features but for the most part it's plug and play you know and just but to get to get my hands on service now as like and then you know I was help Des guy answer phones and to get like the keys to the kingdom like I was the admin you know like it was cool it was cool you know yeah I mean speaking of the help out stuff I mean that's kind of where the whole it career started was I always grew up I always grew up uh working on computers personal stuff messing around with my own own stuff building computers and then I ended up getting a uh a help us job which is actually a recommendation before I actually went into to to the whole um service now space but it was I was there for about two two years and now it wasn't like a help desk like a call so I was actually the it4 a call center oh so now I wasn't on the phone talk with people you didn't that a helped ask you H so I wasn't General like public helped us but it was it was helped us you had to go through all the tickets I I it turned out that I was like the the IT person for that company because they hired me on and then all the other it people left oh so you're so it was just me so here I am new to just running an IT shop having to figure out Network switches and I had to manage the full ivr system for the the call center because they had they had people calling in and I had to program okay they press this button they're looking for this stuff see I didn't get a I was like literally helped us this is Mike how can I help you for five over five years it was it was tough but and then I got to like do the desktop support so I us go out in the hospital so I used to work at a hospital the coolest stuff was like going in the o yeah so like putting on the full bunny suit they called it like you know everything like the full head to toe suit full yeah yeah and uh and and I I remember being in the O like I had to go into an operation live and it's [ __ ] like a body right there on the table and I'm like blowing dust off this computer no it but like you you sure hope there's not dust there not dust you had it was it but uh it was cool it that was like one of my and one of my buddies went to the morgs our dead body it's I mean it's always cool to see behind the scenes and some of this stuff and and being in it you always get to see the behind the scenes of the behind the scenes CU you're you're the one making the things function you well yeah I mean during during my time they they also relocated so I had to set up a full call center again in the new office cuz they didn't have the infrastructure so I had to tear out the old racks I had to move the servers you learned so much doing that I mean you can't for me I can't read that in a book no I can't learn that I need I need to do it you know oh I'm the same way that's why it's like I never was the the school type of person where it's like I can read a book and understand it I need okay cool I can read the book but I need to be give me the computer parts don't tell me what I yeah and like you know give me the challenge and all and that's why I like with service now is like Rise Up program and stuff you know my advice to them is like it's it's hard to just learn online of just like hey go through this online training like you gotta it's nothing like getting a requirement from a customer I want this field to Blink three times when this choice is selected over here and then to like go through that learning process and then to actually see it happen and then give it back to the customer and for them to be like whoa that was magic that was so cool you know and you just like it's just a client just a clal no big deal but but you know that's what I love like you know it felt like you were a magician kind of right you know my favorite part about that was the challenge because going into it especially with all the the on the job learning that I did in in most cases I would have no idea how to ACC I do that I'll figure it out now I could I could I could piece it together it's the early architect brain kind of putting together the pieces working back or an existing code working back you know understand RSE engineered so much so much stuff I mean that's how you learn like you go like I remember doing something pretty cool where I think they needed a button on the top of this was like before the new UI but they wanted a button on the form to do something and I remember finding an article on the guru or service now elite.com or something and like they did something else and then I would take that like all right I know this puts a button there but now I just want to take that button make this UI page and bl like and just like so you just stealing bits of code from other people and then like somehow jamming it in there making it work yeah I mean one of the coolest things that I did was a while ago was uh similar with the UI page and jelly and all of that fun stuff I put together this it was a it was like a major instrument review thing that they could email or print okay and there wasn't any kind of out of box like oh you just throw that in there no so I just stole the print icon from another form I was like how did I do that and load that inly was it a popup window too yeah so it would pop up over the form it would prefill all of the information because it was it was a template and I I didn't have templates at the time and so it was something to where it's like I built this whole jelly page out it would pre-fill based on the instant stuff then you can print it you can email it you can do what you need to and uh and that that was always really cool because it it was jelly it wasn't even JavaScript it wasn't even like normal development stuff I don't know the stuff I did J I don't know how I did it it's crazy because you look at how it's put together and the most mind-blowing thing when I was really getting deep into it was the whole two-phase approach that it has where top and the bottom runs it once and then it runs it again and you're like okay I kind of understand it and then you have to use that exist anywhere else I iel isn't jel jelly and jel I I I can't remember it's been years thankfully that I've had to actually put together a jelly page did you ever use Glide modal is Glide modal the standard now uh Glide modal I think is the standard they use that used to be Glide dialog window oh yeah Glide dialog window GL I remember when GL when I first saw Glide Moto it's it's supposed to be more like UI mobile friendly I think I think yeah I don't know it's more portal than mobile friendly I I I'm I'm so far out the game people are going to be making fun of me like I listen I still have my shts only cuz if I lose them not getting them back no I keep him active just talking a little bit about agile genius if we don't if we don't talk about this it's going to be a shame I mean for those who don't know agile genius essentially is using open AI to generate agile stories for a development implementation project um it really spawned from my personal need working with the GCU one of the things that when you run out of now learning to do and you've gone through got your CSA got your CAD you're you're you're actually you've done the Hands-On keyboard stuff for a bit instead of just going back and continuing to do now learning and it's it's boring in some cases or you're just literally following instructions and you're like okay cool I get it yeah we're we were setting up um mock implementations yeah so me being a lazy person I'll say not lazy it's more no that's no that's the key to that's the key to Innovation right like I I don't want to have to walk across the country so I'm gon build a plane to fly there you know I mean so I needed I needed to generate stories for a moach implementation to make it seem like it was real and all that fun stuff so I was messing around with with open AI because it it came out earlier that this year yeah um where they had an API available to where you can hook in programmatically and I was like I wonder if it can go to service now I wonder if I could set it up in service now to do all this stuff awesome and so I just started playing with it um my first kind kind of application I ended up building um almost like a DND roleplaying DM or dungeon master and that was the AI yeah and it would just build all the content for you and you would have minimal input it would just be like hey here's here's the general world that I want to build and it would give you the your classes it would give you if you build a character it would give you the background and the personality like it was one of those things where really opened my eyes to the the power of these large language language models and AI that the advancements they they've now made because I'm sure you know ai ai for the longest time used to just be chat Bots that you had to pre-program already and it wasn't anything that was mind-blowing it wouldn't be anything that you're like okay yeah they've got the they're thinking Terminator coming Terminator coming exctly wasn't there so you'd kind of be like okay cool it's a gimmick I get it but with with kind of the new advancements you really started to see that blending between that uncanny valley of like okay did did someone come up with this or is this just a machine generating it yeah where just it was it was mainly with the the mistakes it would make prior you'd be like oh yeah okay no it fail on this and it would come through now it's fixing itself it's like oh man it's incredible so I was messing with that adding a bunch of features I went through like image generation I went through the speech to text type of stuff and and the like I I tried all of the apis Just To See hey can I set this up in service now the image generation is fun cuz you just kind of throw throw stuff at it it's scary I won't mess with like you know how people like create their own head shots I'm not doing that oh no no I don't want to see myself generated by AI right no so I I do the generative based on prompt stuff so you can just feed at random prompts and see what it does like create create a monster with two eyes like can I get guy Fier as a Leo Lego mini fig shut up and it would and it would give you a random you have a great imagination I remember when when we had the first call after the acquisition and we had like the DJ honeycomb honeycomb and you had the Dr honey Dr honey what's up you had this like your Zoom background was a spaceship yeah and like we're just like jamming out and you're like I am a simulated I'm be wrote that like and we were just having fun I'm like I like this guy me and pip automatically like we like this Tyler guy you could tell yeah I mean I do left like to kind of bring that energy to it it's there's a uniqu there's a uniqueness to you though I mean I guess we all are unique but there's a there's like a special kind of uniqueness to maybe it's the beard I don't know I don't know I mean I just I just kind of do me and if if people enjoy it I mean if they don't if they don't I don't care I'm not trying to please anyone for myself there's a key life I I somebody said this a long time ago and oh you know how random things stick with you we were talking about like somebody in particular like I forget I don't know who it was but and we were like man like this person's just like cool you know and we were talking about like why they were cool and we were saying like you know why they're cool they are who they are and they don't they're not trying to be someone else who's cool and we were saying like if we tried to be that person we wouldn't be cool like it's working for them because they're just being themselves and it just it's come people gravitate towards them because they're just being themselves well and and that's why I do like appreciate the Glide Fest culture here because it allows people to be themselves and it it's definitely something to where you can meet interesting characters have great conversations with people and it's not just a hey let's talk about work boring no no it's like oh what do you enjoy it's like you can have hourlong conversations about nothing and then go oh I think we should probably talk about let's get back to work for a second especially earlier on in in the world of Glide fast it was like so many of us were like kind of like I don't want to say Misfits but like we didn't fit into the traditional Work World or whatever like we weren't like the cool kids in school you know but like we were we were still like special you know and like that's what I felt like glast was real like welcoming to people who maybe didn't fit in like come with us like you're one of us you know what I mean well I mean that that that started pretty early because like 10 years ago when I first got into service now my first job was with with vanv which is now F or was World play the whatever yeah um but it was split off from fifth or bank so they still had kind of the bank culture in there I come in and it's like people made the comment of like who's that kid his dad's suit type of thing so I'm like okay I got I guess I got to dress nicely and I got the the suit jacket on or whatever for my interview and and go in in there and then I mean what didn't wear my gauges like I was I was definitely like hey there's there's a culture here and it's like a bank culture yeah but we kind of turned that into the service now team is that new age kind of development team where it's not just a bunch of guys sitting in a cubicle and we would do these Tech Expos that they would have to show off different products that are that people are working on and Building inside the company and one year we uh me and Matt Saxton um ended up we would always make like a video game and Port it to service now yeah so the one year we made shout out love the dude uh but um we made Flappy Bird but we replaced it with the it was like the C's head or something I saw I actually saw that so it was Flappy Mark hilarious it was funny because there was Flappy Bird at the time um we did Mortal Kombat was one of them and we did uh a couple of the uh the VPS and the the CTO and they they would their heads we it was uh Subzero and and uh who's the other one but we replaced their heads with their heads and they did all the and it was all in in service now wow um we did a chess one with IO capability so you could load up a chess board or Checkers it was Checkers yeah so you load up a checkers board and play with people in different locations so instead of just presenting on a screen and playing it we could do it across different locations wow so we we always had fun with it and it was definitely more of the the be creative and and be yourself and and show who show who you are and and people would appreciate it especially if you did cool things so that's awesome yeah and that's what I loved about like Saxton and Cloud pyus was just like you guys were just like it was just different like it was and it was so far technically Beyond like I remember Saxon calling me one day he's like hey this was like way before any of the these the acquisition or anything you just like hey I got the war file for certain service now I was like what like what do you mean he's like yeah I figured out how to get the war file I'm like how did you get that and like did you did you know oh yeah no yeah it was it was super creative idea how he did it like requesting an upgrade attach downloading attaching it to he's like you couldn't download directly but then I figured out if you attached it to an incident or a task record because I remember like there was a bug or something in service now I was like man I can't get behind it he's like tell me what you want I'll like I'll search the war file I'm like what yeah well I mean shout out to Saxon again I don't want to completely make this we need get sax on the but he had uh a Starcraft patch specifically for him because he found a way to basically inject crystals or something I I didn't play Starcraft back back that time but to in inject crystals so he could get crystals and they patched that because it was it was like currency but uh anyway ADHD is FL I know where were agile genius agile genius so it started with the DM stuff started to make mess with the apis had need to generate a bunch of story content for GCU grads to go through and essentially start figuring out how agile Works picking up stories do the refinement all of that stuff so here I am freaking out I don't like WR writing stories I'm I'm dyslexic I'm ADHD like writing is the worst part in my opinion about the whole architecture stuff is writing stories so I was like okay I've been messing with this AI content generation thing for a couple months let's let's see how good it is at generating stories cuz I've I've done this I I know the starter stories I've gone through workshops I've created these for customers so I should be able to tell okay yep it's good or no it it's got ways to go and immediately I I started generating stuff and it was like wow it's it's nailing it now it's not perfect yeah but it it gets you in the ball park and it allows you then to have the conversations because the biggest thing that I always would struggle with is I would have Focus too much on I got to figure out what story I'm going to write I got to make sure I get all the content and I'm then not having those conversations with the customer exact where I get to dig deep and go well why well why well why because I'm stuck at the first why going okay we'll have to document that this way and that's what I think some people missed on what what it is when we announced it a couple comments like on one of our YouTube videos it was like or one person actually they were basically saying like this can't do replace a person or something like listen it's not meant to do that it's meant to give you a head start in a guide you may not need H you may not need a quarter of the stories you may have to add in you know 10 more 20 more you're still going to have to review them you got to review them you're G to have to tweak them you're going to have to make them you know personalized but the point is it gets you further along faster and it allows you to focus more on face-to-face interaction with the customer and actually solutioning and actually get getting to the root cause rather than sitting there typing right and that's what I think AI is today I think it's like when you were talking about even using it for like creating the characters and stuff it's basically like it's it's an imagination fast like it's got like a hell of an imagination you know what I mean and it's like super fast and it's super smart you know it's like having the best personal assistant you know hey you I use it for like job descriptions and like stuff like that to just even if I have to tweak it you know a few times after it gives you a template without having a template P there you go so it really the other thing that I kind of want to call out with the agile genius is we spend so much time getting a project started yes that I know you have people sitting on the bench for a couple weeks in some cases because you're running through the customer workshops you're getting all the stuff do done waiting on the customer waiting on the customer and then you have a workshop then you have to go write the stories and then you go have to review the stories with your team you got to go to the customer get sign off on those stories and then you can start to work on them whereas that takes up so much time at the beginning of the project that you're burning hours that you could use at the end of the project making sure uat is good making sure your go plan is ready because I've had a couple projects to where you're going great you're going along may have may have been a little bit of a some hiccups at the beginning getting started so you're burning hours there and next thing you know you're ready for GoLive and your posst implementation hyperare and you're like we've got 1 hour left on the project we need to do a zero cost change order make sure that we're covering something yeah so it's it's kind of a freaking out at the at the tail end as opposed to front loading all of that exactly and getting that quicker any anytime we can save right it's it's just like it's value I mean it's value anytime we can focus more on business and that's why when I heard it I was like because you have like three let's I don't want to tease I don't want to tease any other ones but you have a couple other products in the pipeline right leverage and AI but th this one when I heard this one I was like wow this is this is easy because we don't have to sell it it's not going to cost us a ton of money and it's going to save it's it's the biggest value day one day one value well and I think it's something that a lot of people immediately didn't think about everyone's thought about code generation yeah ex sing every single person is like hey can it generate code for me then you have the developers freaking out to where it's like it's not going to replace you it's not going to replace you a human but it but a human using it will well a human who knows how to use it exactly exactly because not everybody's using her the right way well I mean it comes back to even just any emerging Tech that gives you the advantage of speed I mean can even argue the typewriter yeah was like if you're not using the typewriter you're you're out of here type of thing so I see this as kind of the next step is it's it's a tool it's going to be used people are going to use it it's not going away yeah um and you might as well figure out how it works so you can actually be like oh I can have a a an intellectual conversation about why this is a good thing as opposed to immediately going oh I'm on the defensive it's going to take my job I'm going to be replaced it's like if you're going to be replaced automation would have replaced you already yep there there's there's all those talk about automation replacing jobs automation doing this and yeah and some sectors it is but you it's it's the same thing as the the old switchboard operators yeah automation took hundreds of thousands of jobs for that and now there's no switchboard operators but there's other things that that came from came from that so yes automation will replace jobs but in some create new ones exactly y so it's just moving away from some of the older technology you can do exactly so um I I see this is as as a net positive overall um of course it's going to further it's going to further human unless it unless it like kills us all well oh yeah yeah so that's that's definitely I and all that fun stuff I've saw I saw that movie Terminator I've seen Terminator it's a documentary so yeah yeah rise of the machine I'm like hit or miss on TV shows like dude they need to like figure out this whole TV thing because it's I hate commercials I can't do it well and it's the all the streaming services now it's like and shattered it all into their own little space it's weird it's like it's like that's what that's what the internet would have been if there would have been like different internets and you would have had to like descri subscribe someone was telling me that like the person who invented the not Alor whoever does whoever like made it free and just like put it out there but if he didn't if he like made it like his comp his whatever it would have been like different internet like domains and there was a push years ago to do I know it was like a big protest right wasn't it what was that called I forget I remember I remember was it the guy who who um who worked at MIT that organized it yeah I remember that that was like a big thing I signed like the petition and stuff well I mean it would it would have ruined the internet as we know it exct like if you want to Google it would have been behind this you would have subscribe to this oh god well was like the the fast lane for these specific like streaming service priority bandwidth and then if you didn't pay into it was like we got to do this every week can we do this all like we would have like a legit Joe Rogan thing we we just get on Zoom and just kind of yeah thank you for joining me on this episode of glad chat this was [Music] awesome [Music]