all right I think just for minute over so probably good to start um a now can you confirm if you can see my desktop yes awesome great thanks once again uh full of energy thanks everyone for joining us in this live now session today um in today's session we'll we learn how we can better utilize success dashboard with this move on to slide a quick reminder on safe har notice so in case if I'm using any you're using any forward-looking statement then it should not impact your buying decisions in future with this uh quick housekeeping rules so this is a force virtual uh uh session so we're going to record this session and recordings can be available uh once we complete the session you will have recordings uh as well as slides um for you to uh refer uh in future um in case if you want to ask question you can utilize the Q&A section or you can utilize the chat button type your question there and one of us will pick the question answer your question after the session you will receive a short survey please fill in the surveys and give us a feedback so that we can uh improve in our sessions in future with this um so if you want to join us in similar sessions in F you can uh you can scan this QR code you can join us you can sign up there uh otherwise I can also paste the link here U you can go to this link you can sign up for future sessions so quick introduction um right side you can see my face uh jitu sing Chan based out of uh service now office and Bangalore I'm part of product success Management Group here um just completed one year uh recently so that's about me I do have AA with me who is going to help us to understand um the session today abov do you want to introduce yourself thank you jitu so hey everyone good morning good afternoon good evening I'm abav and I'm part of it smpu and I'm a product manager for Success dashboard and benchmarks and today we are going to Deep dive into the success Dash which is our titled for today nice to have you all here and hope you have a interactive session and uh learn and we learn together awesome great thanks AO so with this I would like to know your feedback um so I'm going to initiate poll and do let us know your responses uh this is something about knowing your roles and how familiar you are with the uh the success dashboard so I hope you can see the poll now please just spawn the poll uhop we'll just give few seconds so that people they can respond over the poll and this was this will probably help us in understanding what's the uh what should be the detail that we should go in during our demo as well as the content of the so we would love to hear from you all almost 50% uh participant are responded very good 60% now just give five more seconds so I'm going to end P now and share the results seems like we have um we have majority of them are the product manager of folks from business and then service L developers are there as well oh we have a quite a good audience not familiar about success dashboard so I think aov it's really good data for you to plan your session y y good um let me go back to slide um so ainov uh is going to lead us through the foundation of success dashboard as well as follow the demo um yeah so I can see rest now carry on thank you thank you jitu so um let's start and deep dive into our session today so whenever our customers buy service now one of the key questions that they they ask us is how can they understand what's the value of service now implementation and how can they improve the value that they are getting now these questions are majorly asked by the leadership who has sponsored or who has uh driven the service now implementation at their organization and the other one is the process owners who have defined the processes around itm or HR any of the business line that or the product line that our customers have purchased now if you look at what each of these uh um Persona is looking at from when they talk about value so the leadership or the it leadership here they really wants to understand what's the level of value that they're getting out of the automation that they're running via the service now platform while this value the overall value is important to them they would also like to understand how is that value built up of what's the contributing constituent aspects of it and this gauging of a value is very important for them to maximize the poent maximize the benefits out of service now implementation now for process owner as they are in thick of things always and they are interacting with service now platform day in and day out their need is a bit more detailed where they would while looking at the value they would also like to understand what can they change how can they bring in the improvements and maximize the value and to do that they need a capability where they can go deeper into the session deeper into the transactions and understand how and what is contributing to the Val now earlier we didn't have a product which got across different product lines or U engagement channels to look at the overall value with of service knob but with success dashboard that's what we are offering for our customers and so let's jump into a quick overview of what our solution looks like what application looks like so success dashboard is a prescriptive for format a prescriptive list of Dash uh kpis on a dashboard which will help you gauge value now why prescriptive so that you can uh you can depend upon service now to define those kpis which you need to measure which you need to track and then um then improve it continually now one aspect that we have kept in mind is though it's prescriptive we have tried to keep it as configurable as possible to your needs because we understand each of your business processes would have been set up differently and while we are providing the kpis as out of the box capability we also are providing a way for you to drill down to the transaction details and this helps in bringing the transparency and defensibility whenever you report out the numbers or whenever you take a decision so that all you are taking a datadriven decisions always now just to uh just to lay out how we have laid out our dashboards from a point of uh from a kpi point of view so we have laid it in three levels where we have the overarching value which is uh value indicators which is your success metric and these are the top level primary indicators now this is prescriptive which is defined by service now and then there is constituent primary indicators these are the pl these are the kpis or indicators which are product specific and is contributing to the top level top level success metrics and then comes the final uh the leaf node of these kpis which is the contributing indicators where whatever uh the kpi that is collecting the data in the background these are the transaction that builds up the overall value so and one thing that I'd like to add is contributing indicators are configurable and when I say configurable these are the indicators which you can add depending upon your organization's need or you can edit the PA indicator that's associated or if that particular kpi does not apply to you you can deactivate them so that's uh that's a quick overview on how we have layered out our kpi now dashboard is as good as the list of or the kpis that it holds and the success metrics which it holds so on success dashboard we are measuring success in on two parameters one is performance now when we talk about performance this is where we are gauging whether the the service not product capabilities the application that you're using how well they are helping your organization uh and how well they are helping your organization in a terms that is it improving the productivity of your agents or is it reducing the impacts on the requester and then we have the second one which is the service quality which is where we are tracking what's the quality of services that is provided by the service organization to your employees so we'll just quickly look take a look at the performance overview kpis and I'll just Define them while I go so sell all now these uh this is a kpi where we are tracking all those times that the requestor was able to get the resolution of their of their issues or get their F uh requests fulfilled by themselves so when I say that that means in this scenario the requestor is not involving any of the agents to get their needs fulfilled and again as I was speaking uh earlier this is one of the product that cut across the different application and the channels and that's what we are trying to um convey here which is cell Sal can be achieved through multiple channels for example the virtual agent the portal as well as the knowledge based articles that we have on the um that can be viewed either on the mobile or on the portal and in the green are the one the kpis that you um that we have lay out laid out which we are sh out of the box and this is the one that is configurable the green ones like we saw earlier in the um slide now that's about self Sol now if you look at call deflection this is all the times that the requester was able to submit the ticket be it an incident be it a request without engaging the tier one agent without needing to call them up and to get the ticket created and these are the places where uh cap capabilities like catalog submission virtual agent as well as uh the U as well as the deflections from VA and KB is also considered the next one that we have is the structured tickets uh that was completed and these are all the times that the requestor as well as agents are benefiting from the workflow behind the scenes of catalog item and this is where we are uh tracking all those requested items that were closed successfully and finally comes the productivity moments and this is where we are tracking the productivity gains across the journey and the life cycle of a ticket be be it during the search experience of the requester or be the routing of the ticket itself and finally um how well how well we are servicing our agents or how well we are helping our agents in in fulfilling and helping them gain uh or helping them improve their productivity by concepts of playb attaching a KB and in future maybe chingi so that's on how we are tracking the performance of service now then we have the quality of services now along with providing the productivity gain and um reducing the impact on the requester service uh application and product line the platform on in the whole is intended to improve the quality of services that the service RK at your organization is providing the end users and this is where we are tracking a very broad level of kpis like uh customer satisfaction score which is CAD mean time to resolve uh Bree SL and first assignment resolution now on cessat if you're using products like Walker virtual agent that uh the survey is ALS also considering or the score is also considering the survey sent out for individually these two products as well now that was a very high level quick overview of why we are building success dashboard uh why we came up with success dashboard what it is intended to do and what do we have as the kpis on it now let me quickly walk you through uh a demo of what all can a process owner or business leader can do with success Dash and meanwhile um uh jitu if there are any questions we can take them as well yeah sure uh unfortunately I don't see any question so guys you can utilize our chat box option or you can uh type your question in the Q&A section we'll happy to answer your questions and clarifications so um uh please put in your questions and uh meanwhile I can continue here so whenever you land up in a service now instance uh once the success dashboard is installed from store you would be able to see a option to say go uh where you can navigate to success dashboard now this is where a leader or a process owner would be able to get an Insight of what is currently happening with all these metrics and kpis that we just saw now let's say I select a period because I want to do a retrospective analysis on what the performance was like for each of the kpi for the last month so I select the month of July and then I can see that uh what's the trend line what's the uh what's the score for individually each of this kpi now the first one a self soled percentage and I as I explained this is all the time that a end user was able to fulfill their needs be it an issue or a request by themselves without engaging an agent and this in success dashboard out of the box we are considering three elements and three aspects to it and let's say I would like to understand as a process owner what's driving cell all in my organization so I can click on The View details and I would be able to see how the cell Sol breakdown is built up of or how is it uh distributed across virtual agent capability sell all using knowledge and the automated resolution framework now here I just quickly go into and let's say if you want to learn about this kpi I just want to understand what doeses cell Sol using virtual agent means so on the right hand panel you would be able to see what does it mean and this more information helps you to infer and understand the kpis well and also help in explainability of the the kpis that we are seeing so for example self using virtual agent is whenever a requester engages with virtual agent and the virtual agent was able to fulfill the the request's need and how we are tracking it so in the background the virtual agent capability has to be instrumented this instrumentation is something that will help the system identify what was the extent that the virtual agent held and more importantly whether the virtual agent was able to help the end user or not so this is where we are seeing that there are 7,120 odd instances where these uh the virtually agent was able to help the user now I would like to see more about it what are the 7,000 odd uh transactions like where are they coming from right so when we click on the individual record we would be able to see the records here H I guess there's some issue but I can uh show you in another one so the you as a process owner or a leader would be able to Deep dive into the level itself and also like I said earlier it also gives a view into what is being considered as a source of the information that we are showing here now just going through the next one because uh this is again um uh a indicator where we are shipping out of the box instrumentation so that it helps you capture and um collect the data that is required for for you to understand this or understand the value from knowledge article so Sals are using knowledge is all the times that uh a requester was read the KB article and didn't need to create a ticket later on now when we consider self Sol using knowledge we are specifically looking at uh two activities here one which is user reading a knowledge article related to it or HR and then there were no tickets created in next 24 hours so now this is where we are explaining it again and if you see on the right hand side it's it just explains it that on how we are capturing it and there's an outof the Box instrumentation that HR and IT SMS shipping that you can leverage and also configure so let's say if you want to change a condition on the knowledge article to be considered uh the users who are reading it this is something that you can can configure and at the end of after the demo I'll go into how you can configure those finally we have automated resolution and this is again wherever service now has um our service now is driving benefits through its automated resolution Frameworks and the Frameworks that we are considering all of the Box are incident Auto resolution which is a VA based um capability then we have requests fulfilled automatically which is all the requested items that was closed and is for a catalog item that is marked as fully automated so that's that are the uh the um that's these are the kpis that we have on the first uh first kpi and from a bird ey view you are uh you would be able to go to the transaction ground level details and could understand what's driving success what's driving value and how uh how you can pivot and course crit to improve the value received I see there are few questions there there are few questions to come so one of the popular question I'm getting is is it part of itms standard or itm Pro so this is part of itm pro okay yeah good uh the another question is is it available in PDI as plug-in uh uh Prasad would you be able to elaborate what P yeah I just allowed you to speak Prasad if you want to unmute yourself and explain this I think I'm prashan not Prasad yeah oops let me enable prad hey prad okay so no worries we'll come back on this one probably we can carry on next question then now so these kpis especially the itm call deflection is default out of the box or we need to configure them so everything that we see on this page it's out of the box the more than configuration it's the instrumentation that we will lead will and and I'll talk about how to configure the instrumentation because anything that we see over here is uh collect uh basically is collecting the data for the instrumented products for example I talked about knowledge article virtual agent so those are the two major instrumentation points that you need to take care of and everything apart from that be the kpi structure or the kpi rollup everything is out of the box and that's the reason that it's too it's prescriptive in a nature that you just need to plug and play and then check validate whether the kpi is collecting the right data for you awesome thanks AO yeah please carry on so the next one is called deflection percentage and as I was uh telling you earlier this is all the time that uh requestor was able to create a ticket be it an incident or a Quest without engaging or calling up a D1 agent now similar to what we looked at for on Cell Sal percentage if I want to understand more about this kpi on how is it calculated you can just flip it over compare between two and then on the right hand side you can find more details on call deflection percentage and similar to any other kpi you would have cap capability to go deeper into uh what's the what's the distribution for call deflection between the three major element which is catalog ticket submission VA ticket submission and cell so deflection now catalog and VA ticket submissions are the easier ones which is whenever a uh a requester submitted a incident or a requested item either using a catalog experience or a VA experience but what do we mean by Sall deflections now in the first kpi we talked about all the scenarios all the time that the user was able to fulfill the needs without engaging with the agent in this uh that would mean that implicitly when the user was able to fulfill their needs that also resulted in a deflection of a call that would have been made to the service desk and that's where all the cell Sol deflection via virtual agent or knowledge article can also be considering also can also be considered as a contributor to call deflection and again the same level of details can be drilled down into and you would be able to see the uh the the details of individually each of the kpis on the dashboard now we have few others like uh we're talking about so for example the structured tickets completed is all the requested item fulfilled and has a workflow in in the background and thus leading into workflow based efficiency at your organization finally uh comes the productivity moment and as um this is the place where we are trying to track all across the life cycle of a ticket from its initiation to its fulfillment how different capabilities like NL um nlu predictive intelligence walkup INF future now assist or knowledge article how are these helping in improving the productivity of our agents or is Al or is improving the productivity of our the of the employee at your organization and this cuts across the productivity in search routing and fulfillment now these were the few of the aspects that we uh have on performance world now whatever we saw was how well I or my organization is doing when we uh when we talk about service entation the next aspect that we have heard from you all was to also understand what's the dollar value saved what's the return that I'm getting as an organization when I'm using service now so we have a cost savings uh feature that enables you to see what's the overall cost save from these capabilities that we just looked at and this is where you would be able to see how what's the contribution of sell So to that uh to uh to the cost save call deflection workflow based efficiency which is structured tickets and the productivity movement now again we can drill down into individually each of the kpi and on the right hand side for for more details you can click here and see that what's the overall cost saved across the board and also how individually each of the group uh Persona group is being impacted and this uh this data over here is is coming through the configuration that we providing again out of the box which is for each type of an indicator what's the time saved for both the requester as well as the tier one support agents and you would uh be able to Deep dive into understanding what's the contribution from each of this area for example over here Salo using knowledge is 93k now if it's 93 uh what are those transaction so I can look at that this 93k is because of 357 HR issues that will isol using VA sorry using knowledge and 39 odd uh 3900 odd transactions where itm or issues itm issues was solved using TV and on the right hand side it's uh the breakdown for individually each one of them on how this Roll Up is built so this helps in the explainability and the defens defensibility aspect where you know which transactions has led to the overall value that you were just see now the so one other thing uh that I talked about is this um our success Dash would being the One-Stop shop across the board for service now to track value and right now we have it and HR offering on how um just to Deep dive into individually each of this area or on how they are performing individually versus the overall that we were just looking at and depending upon your review period you would be able to set the monthly quarterly or you can analyze the data monthly quarterly or yearly now let me take you through the other aspect now I understand what's the value that the different capability is is providing uh uh providing a providing us as an organization I would also like how it's helping our agents how is how it's helping in improving the quality of services offered and for that we can just navigate to service quality and this is where we have customer satisfaction score meantime to resolve breached SLA and first assignment resolution now I see that the customer satisfaction score is low and this might be due to the reason that the meantime is higher than ever and uh we're not performing as we were uh two to 3 months back so and I can just go into this and try to look at more insights and get more insights into what's happening behind the scenes and on the right hand side panel which is the inside panel this is where we have benchmarks in sites which gives an outside in perspective on for me me as a process owner or leader to to compare my performance against my peers in the same uh uh across my peers who are using service now and I see that it's 35 3.53 day as a benchmark though we are doing better internally I'm not our just looking at our performance we are not I'm not happy because it's 29 days and this would mean that there's a high impact High chance um the impact on the request is high and to just provide more background to it I see there are two processing sites that are related to it and this has resulted in a average inefficiency of mon one month each and this is because there are unexpected Transitions and also uh incidents going directly to resol and closed so I might be able to look at the insights and also take the corrective action on by going into the workbench and then looking at what are the improvements that I can bring in now this process mining insights helps in um in help helps me as a process owner to understand what's the bottleneck in the processes that have laid out for itm and what is it and how is it that I can um how I can improve upon this so we can look I can look at what's the process uh map for this particular insight and also look at the automation opportunities that I can bring in using virtual agent a virtual agent conversation at my organization so this way um I am able to understand what of a what's the level of um meantime to resolve also take a correc action right as uh and it's being launched right over here from success n now uh one other thing that I would like to touch upon is that is is to set up our guidance for my organization on how excuse me yeah on to set up how I uh we are performing as per the guidance set by let's say our leadership or let's say by the bench Mark scores that is available so if you would like to set a target for any of this uh kpi you can come here and you can set a new value as I would like to be on a higher scale of nine and we can see I would like to start tracking it from 1st of September so this way it helps in tracking the performance um uh according to the guidance that we've said and that's where the target setting could help you out now we looked at a lot of features now let me touch upon how you can get started with it and before we do that uh if there's any question I'll be happy to take it take them now um no question asked this time AB now um there was one question on a PDI so PDI is about personal developer instance yeah U so my question was like this dashboards right like it was mentioned like we can deploy it from the service now store so my question is like is it like available in our PDS as a plugin so you need to request it from store Prasad so once you request it uh the request for the pling can be for any demo sub instance as well as prod instance okay so probably I'll check on this one Pasad speedia is little different yeah correct that's the reason why I was asking no no I'm just I just not down your question I'll respond you back thank you good so no more question uh Abal probably we can just continue and and guys uh please feel free to ask question in the chat box or Q&A yeah so the that we looked at uh was something that is out of the box available the configuration the instrumentation everything is available out of the box but if there's any customization that you would like to do any changes that you would like to make to the instrumentation we have something which we call as success dashboard admin console which will help you in getting started with the dashboard configuration and also to look at what are the moving parts for the dashboard that we just looked at so so we have two offerings for Success dash one is for itm and the other one is for HR and then there are the uh the instrumentation that can be reviewed and can be customized depending upon your need for example let's say uh the knowledge reflection that we had which is all the times that the user were helped by reading a knowledge article uh you if You' like to uh learn more about it you can just navigate to it and see what is the definition and what is it all about what is it that you can customize for example in this scenario you can customize what's the refresh window which is a time to wait for an incident creation before confirming the knowledge reflection right if you want to put additional condition on the knowledge article or virtual or the users now to do that you can click here and you would be able to see all the information that is available to it and then you can edit uh let's say you want so this is where you would be able to edit this let's say I don't want one day period but let's say a two-day period I can update it and that should be reflected back here similarly if you want to put a condition on the user uh or on the knowledge article you can click here and then add the required condition under here so this is a simple way to understand what are uh what's the instrumentation that's collecting the data or that helps in collecting the data as well as if there's any changes that you'd like to do now uh there are few other parts that we have um tried to surface here for example what is it that we are considering as virtual agent deflection and what are those deflection patterns that would help you track whether the uh whether the users were helped so that's why um and again you would be able to go into the virtual agent designer and add this deflection pattern so that you are tracking the right data across the virtual agent offer then what are the performance analytics or PA jobs that helps collect the data from these instrumented sources so we uh any you would be able to look at across the board the kpi that we have as um on what is it that is collecting the data on a daily basis or on on demand basis now this was something around what's the um what are the different moving parts that helps or what uh what is in the background helps in collecting the data as well as let's say surfacing them but let's say you uh want to update a particular contributing indicator so let and it's these it's the itm related kpis that you would like to customize so we have provided a guided Playbook kind of an experience where you would be able to go into the uh uh you would be able to either add a new kpi or you can remove uh remove or edit another so let me say um in future I'm using now assist capability so I would like to add that so I can go into selecting which primary indicator that I would like to edit and have it under so I'm selecting productivity moments and that to under the Fulfillment and I would like to add a indicator so I can then put an Solutions and I Market [Music] complete let me put in one which we don't have it yet so let's say I put in let's say this is the one which is to be mapped once I'm hit Mark complete um the system in the background would update how everything rolls up from this ground level up to the top level and this will start getting Sur uh surfaced on the success dashboard now we added this kpi on productivity moment so the expectation would be that I see this under the productivity moment uh related productivity moment in fulfillment as an in uh as an indicator so this is where we can see it right now there's no data that was collected but this is how you can add a kpi configure a kpi now along with this you would also be able to uh change or remove a indicator that you don't uh you do not uh you are not using or for the capability that you're not using at your organization or update depending upon if there's any customization that you have at uh for for your implementation now this was a quick overview of the Dem of success dashboard and in success dashboard today we saw how success dashboard can help you gauge value across it and HR implementation all and you would be able to get an outside input perspective using Benchmark insights and also um how process mining insights would help you to understand the process bottom legs and then course current we looked at um how you as a process owner or business leader could also understand what's the cost saved across the board from service now capabilities and how to get started with it so this is what we covered for today now I would like to take a pause if there's any questions um no questions as of now I enough they're good so I have a question for you all so we looked at a lot of kpis and we looked at kpis related to Virtual agent KB we looked at requested item related kpis incident related kpis among the ones that you looked at which ones matters the most to you uh please feel free to answer in it in chat and also while you um put in the kpis that matter the most is there any kpi that we've missed out on the dashboard is there anything that you would like to see um uh any kpi that you would like to see here because that's what your leadership or you as a process owner track and this would help help us in providing those capabilities maybe in future so looking forward for you all to put in yeah so while while people they responding over the chat there's a question um kpis is relating to deflection matters the most okay seems like a statement or comment so please feel free to put this in chat this will help us uh understand what what is it that uh is important to you at your organization and also like I said whether this is something on a road map or we need to bring it in the road map that will be of great help yeah so I think comment from will is uh as per will deflection acup really matters a lot absolutely yes anyone else would like to add something here okay so um we have time so if you have any other questions please feel free to ask and while you do so I'll hand it back to jitu jitu back to you and we can launch the absolutely absolutely so since we know about success dashboard little better than uh 30 minutes back so we would love to understand your feedback so I'm going to launch second poll just to understand uh what is your interest level um are you going to try sucess dashboard on your instance near future yeah I think we got a response from 50% audience appreciate if you can response of the poll just give say 10 more seconds okay let me end the poll yeah so seems like definitely we have a good good amount of uh yes um so we got a so if you guys really interested do let us uh um no um further so question number one we have so many yes AB now absolutely people they really want to learn more about success dashboard as part of second question uh installing on the in their instance again yes 42% they responded Yes good thank you so much guys really helpful um with this uh I hope you can see my desktop back um I would like to just let you know so we have couple of um important links already combined here as part of uh this presentation so once you have this presentation uh out probably you can refer those links and you can utilize them to learn more about uh success dashboard um before I moving further see if you have any question I can see Q&A okay go ahead go ahead there's one question on where to access this recording of the session so so uh you will receive a link so basically when you sign up the um event you join the meeting if you post seven or eight days if you click over there you will it will redirect to you to the community site so there you can access recordings as well as PPT yeah so that's recording there's another question while we would love to use it we don't have itm pro at this point so we cannot use it um unfortunately no uh but I think better you can utilize those available links to understand more about the capability of success dashboard and feel free to reach out us if you have more questions me and abov um we will we will love to engage with you further um and yes you need Pro license to uh install in your instance with this okay um I think that's it pretty much from us if there are more question then please um ask question in the chat box or Q section otherwise I think iov it was great session uh really enjoyed the demo I'm sure we'll have a same kind of feedbacks uh so guys don't forget to share your feedback uh as part of survey so once you complete this session today you will will have a option to respond uh on one of the survey this survey is very helpful for us to prepare next time and uh you know improve our sessions day-to-day basis and uh uh everyone I'm just putting in my and U's email ID yes I I already copied so oh there we go so you can reach out to us in case of any question if you want to know more about success dashboard we'll happy to engage with you to uh to answer your questions or Explore More good awesome good nice feedback thanks Ki I hope you enjoyed all right I think thank you so much guys really helpful a really great audience thanks now thank you take care take care everyone