awesome awesome well thank you we're live here today and thank you for joining us for talking about how Key Bank is supercharging their digital transformation with service now impact uh my name is Danielle DeFalco and I am one of the leaders in the customer success impact practice and I am super pleased to introduce you to my colleague and Key Bank client Adam Stockton and sir Serv now's very own Hugo Nolo so thank you all for spending a few minutes of your day with us a few little housekeeping items as we get started um this small print says that this presentation may contain forward looking statements that reflect the current beliefs of service now and are based on current information available these forward-looking statements should not not be relied upon in making purchase decisions if you have any questions please reference our 10K and quarterly reports and today's session is a part of the live on service now which is a curated event series to connect you with service now experts and peers that can help you deploy your products and Achieve value fact we hope you join us again soon at another webinar or 360 exchange and you can use this QR code here uh to find the schedule and use the one or the link in the chat as well if you like all right so before we begin a few quick notes as Adam indicated we really encourage enage you to ask questions and we'll Reserve time at the end of the presentation for Q&A so if you could please use in Zoom your Q&A feature which is on the bottom throughout the session to ask questions that would be fantastic and this session will be recorded and shared on the service now Community afterwards so feel free to head on over to the impact product Hub on the community at any time to engage with experts to ask questions and see the latest Innovations and look for other upcoming events look out for a survey following the session and we'd love to hear your thoughts all right so Adam all right so my name is Adam uh I'm an Enterprise Tech manager at KeyBank I've been with um both the service now team as well as theany for about uh 7 years now um before that I was a internet uh acquired company um I am based out of the Buffalo New York area um however I happen to be on site at our uh Cleveland headquarters office uh today thanks Adam everyone I'm Hugo noo and I'm a product manager for service now impact um I've been with a team for about a year and a half uh prior to impact I was doing strategy operations for another product at service now and I'm from France originally but based in the B area excellent and again my name is Danielle def Falco and I manage the impact squads in our organization and support clients who like Adam want to accelerate or transform their uh business and focus on different imperatives and things that they want to do so Adam I know in your personal history you have some interesting Beginnings on the platform rumor has it you may have been an intern is that true that is correct and it's been a long road ever since you've been pretty deeply involved with the platform for some time yes it has been um so I started as an intern at uh a buffalo based company called first Naga that was acquired by KeyBank about a year into my tenure there um towards the end of my internship I was looking for um permanent placements and one of the opportunities was on the service now team um first AGA was a service now shop and key was interested in bringing it in so um they actually inherited the contract and and the staff that came along with it so I started as a junior developer there worked my way up to being the lead developer um and then the manager position opened up uh about a year ago and I I jumped into that as well fantastic all right we've got a lot to cover today but in order to kind of level set and right size the discussion let's do a quick life poll so I really would love to ask you on the call how do you track value you're receiving from service now a lot of people have different methodologies and approaches to doing it um love to hear where we are with the audience here oh a lot of formal formal metrics and dashboards I would have back up feeling it's the uh most popular one it's another one okay sometimes too right because business priorities change at times okay okay got some good participation any last all right so it looks like we're kind of evenly split some of you guys are like down to the details with your metrics others are are kind of going by gut feel and then some you know really don't have any current tracking mechanisms in place okay thank you for that all right well I'll go ahead and turn things over to Hugo here great thanks Danielle and I'm very excited to be introducing impact to all of you today um at a very high level service now impact is a value acceleration solution what this means is that impact combines technology and people to get you to value by keeping your platform healthy by helping you adop the products that you purchased and and by helping you really track and articulate the ROI that you're receiving from service St and Adam will be sharing how he and his team leverage impact today um to maximize their investment service now but I did want to start off by sharing a bit of history on impacts so the product has been live since January of 2022 um has seen a very strong adoption since then and we decided to launch impact after doing a Thor analysis of our customers and we conducted more than 500 interviews and what we realized through these interviews is that only a quarter or for customers were able to articulate the ROI that they were receiving from service now so it seems that folks on this call usually have formal mechanisms to track um their their Roi but maybe that that's um that's not the case for all of our customers and so why we coin we came up with a term called the value Gap and it's the difference between the value that our customers are receiving from service now versus the objectives that they had it's the difference between the two and there were several drivers for this value Gap things like a lack of expertise um their platform team didn't really have the right training or they didn't have enough personalized guidance um the resources that service now was making available were just too generic or maybe they were challenged with technical debt and so we discovered all of these drivers of the value Gap and then built a product called service now impact to address all of these and I'm going to be doing a quick product tour to show you what some of these features are sounds great I'm going to be doing a demo from the point of view of Jackie um a platform owner at KeyBank um here would be Adam but that's a fictional character and when Jackie logs into impact every morning this is her homepage it's basically her onstop shop for all of her service now activities so she can track activities that she's working on with her impact Squad she can track her objectives for her service now investment she also can track how she's consuming things like accelerators which I will talk a little bit more about um she also gets personalized recommendations based on her role as a bathroom owner but also for her company based on the capabilities that her company owns or the level of maturity she can also track her platform Health scores this is Health Scan here and most importantly she can easily initiate a conversation with her impact Squad and I quickly mention that impact is a combination of people and technology so I want to talk a little bit about the impact Squad um the first member of the impact Squad is a customer success manager the CSM is basically your main point of contact throughout your impact Journey they keep you on track they share resources they put you in touch with the right experts your support account manager is someone who takes care of your supports tickets every day keeps your platform healthy the platform architect is really your technical Guru um they're the most knowledgeable person on the service now platform and the various products that we have and so they can really help you define your um your road map for your products and your implementation among other things and finally the success architect is a strategic role it's someone who will help you define your strategic vision for service now where are some of the metrics that you hope to improve Etc when customers purchase impacts they will work on something called the value Journey this is really what gets them started and the first step in the value journey is what we call the value blueprint this is an exercise that customers do with their success Architects where they Define their strategic business objectives for service now mapped to the products that they purchased and then we tie all of this to operational outcomes and success metrics and throughout their entire service Journey these objectives outcomes and Metric will really be that defining thread once we Define the value blueprints we also create something called the capability SP so this is a single pin of glass into everything that or customer own and so for each product here customers can easily see whether they're using the product whether they're implementing it um Etc and then we go one step further with what we call the prodct adoption road map in the prodct adoption road map we're using the same products that used saw the capabilities map and we're creating a personalized implementation plan based on those business objectives that were defined in the value grprint so once we've had a business discussion with the value blueprint we've mapped what you own and in which order you should Implement these products this is where the impact recommendation engine kicks in through this business and Technical data we come up with recommendations for training for accelerators for new produte leverage and all these recommendations are highly tailored to your company your level of maturity um and the products that you own what we also do with impact going back to that um tracking mechanism is that we track the progress you're making on the metrics that were defined in the value blueprint so every quarter we will track how you're performing on those metrics and as you see these are the same objectives outcomes and metrics that were defined in the value blueprints you can filter by product by point in time and if we're able to define the revenue and cost drivers behind these metrics then we're also able to get to this view here so we're able to articulate a clear Roi that you're receiving from your service now investment so this is really the final state that we're trying to get our AA customers to but none of these results are achievable unless our customers keep a healthy platform and so impact has several platform Health features the first one is Health Scan so you can directly Track Your Health Scan scores and impact you can get recommendations on how to improve those scores you can also see how your scores are trending over time and most importantly how those scores compare to peers in your industry impact customers also get access to a tool called instance OBS server it's a self um self-service alerting tool that allows our customers to create custom alerts related to their platform health so if a certain job um you're sending out an email campaign it's swinging down your entire platform you would get a real time notification with recommendations on how to remedy that issue and this is a really popular tool for our impact customers and finally we also track your support cases and impacts we make sure that we're respecting or um response times you can also see how your cases are trending over time once again we want impact to be the your One-Stop shop for all of your um service now questions and and activities and I only have a couple minutes left but I did want to talk a little bit about some of the additional experts on demand that you have access to with impact so I just showed you um software features but with impact you also get access to an impact Squad and you get access to additional exess on demand through things like accelerators accelerators are short-term Consulting engagements on a specific topic they could be strategic in nature like how do I set up the right service non governance model or how do I Implement a center for excellence they can also be more technical in nature so um how do I jump start my upgrade or how do I tune up my cmdb and for these more technical accelerators we usually have the same format we will clone your instance and in this fake instance which does have your real data we would show you how to implement a new product um how to upgrade Etc and we put you in touch with service now experts on each of these topics with impact you also get access to something called advisory sessions which are a little bit different from accelerators um they half day workshops with a service now expert on a topic of your choice so maybe you want to learn more about the itsm long-term road map this is when you would use an advisory session and finally with impact you get 247 support you get faster response times you also get access to something called develop support developer support which allows you to submit cases with up to 200 lines of code so a service not technical expert reviews your code before you push it into production and just to wrap up my demo um we do track in the consumption report how you're using all of service impact features um one of the objectives of impact is to make sure that you adopt your other service products but we also want to make sure that you're fully leveraging everything that AAC has to offer and we do this in the consumption report so you can track your advisory sessions accelerators your response times your users for instance of server and developer support So this concludes my product tour hopefully that showed how impact is a mix of people and technology and how it would help you one keep your platform healthy two adopt your service now products and three track the ROI that you're getting from service thanks Hugo much appreciated so um let's set the stage with a little bit of Key Bank History Adam yeah so Key Bank is a a company that's been around for almost 200 years um it originally started in the Albany New York area um over the years through Acquisitions they actually moved their headquarters to the current day Cleveland Ohio headquarters uh from the picture there you can see our our Key Bank Tower in downtown Cleveland um we are one of the nation's largest Banking and Financial Services Company Regional Banks I think we were in the top 20 um the last time I looked um and we have a deep uh deep history of technology and leveraging new tools and Technologies um to solve our business needs one of our uh executors like to say um we are a technology company that happens to move money around I love it I love it so you guys have been on your platform Evolution Journey for about six years and you've used impact for a solid year plus now um so inquiring minds want to know what was the catalyst for impact for you well so um when we were actually doing our last contract renewal um impact was a very brand new program um we signed our contract in March of 2022 believe impact came about two months earlier in that and actually was introduced to us uh Midway through that and uh we were experiencing a number of of challenges that come with uh having a platform that's so big um it was hard to calculate and realize the value especially when going through renewal cycle um it was difficult to kind of keep up with the demand and things like that and we looked at the IMPACT program and we said you know this really could help us um solve a lot of these challenges and a year into it a year and a half into it I would say that uh we were able to accomplish most of those fantastic all right next please okay so as I sit and think back you were really focused at that time on streamlining the business like you said you were doing a big sunet of Lotus Notes development was you know really fast and furious you had kind of this you know big backlog and the skyrocketing demand was super challenging right and so during that time you were also doing that while simultaneously tackling governance and investing in your talent yep we had quite a bit on our plate there yeah it was it was a lot at one time um I think the thing that strikes me is that you guys were really doing a lot of heavy lifting over the years and during that time we started to look at things like platform help with you and other areas uh and ahas that kind of came from that and I think the thing that stands out to me here is look at some of these numbers numbers here so you've been consuming training like no other at 13 yep times the the rate here um and the demand too tell me a little bit about that yeah so the the demand really picked up in the last couple of years but always was really strong from um people wanted to continue to invest in the platform invest in the product and continue to implement new processes after seeing how you know easy and and efficient it was to put something into service now um so our team continues to have uh an excessive demand um and it's really really difficult to keep up with good problem to have but but definitely but it's just a fantastic story about how you did it all right so share with us some of the details about what that Trend looks like yeah so definitely in the last couple couple of years you know the impact path has definitely picked up or sorry the demand path is definitely picked up as as we implemented new processes um they continue to have enhancements and feature ads we take a very continuous Improvement mindset to everything that we do um incremental improvements over time versus a very like you know a more waterfall approach of a bing bang release um as well as we've as Danielle mentioned um we've Doven into custom app development over the last couple of years we rolled out probably at least half a dozen or more applications this past year both from migrating over from Lotus Notes to um service now as well as um a couple of net new things that came out of certain security and audit um requirements and and things like that too so we've been able to Leverage The the tool sets there for for both of those excellent well let's take a little look at the journey next yep so initially we started in 2017 which is when our initial go live was we started implementing very late 2016 um we actually went live with it asset management and service catalog a lot of people uh scratched their heads asking why we went with that first um the primary reason was because the contract was expiring um but we uh had those um teams pretty engaged early on and it made sense to go with them so we implemented it asset management and service catalog in the middle part of 2017 um I still remember the go live date and actually uh I stumbled upon the uh the go live photo from the the celebration that we had not too long ago um we then moved into our uh itsm Suite so incident change problem knowledge were implemented at the very T end of 2017 um going in there we dove into itom to Discovery service mapping and then getting into the 2018 2019 range is when we started doing vulnerability management security security Incident Management and that has certainly picked up over the years um out of a poll survey that we did um across the company um in 2019 um we identified a number of gaps in our onboarding process so we actually leverage the onboarding life cycle events that service now offers to help improve our onboarding experience that went live at a perfect time right as the pandemic uh came out um and then through that whole journey in early 22 we made the decision with our contract renewal to subscribe to impact um since then um we've gone into app engine and and low code application development and we've also Doven into a couple other kind of areas with the CIO dashboard that um service now and impact offer as well as kind of a a more of a focused dashboard on technology Health as well that we'll talk about later excellent well it's a long journey and there were a lot of you know steps along the way next slide please yeah so a lot of people may be asking you know five six years into the journey why did you decide to go to impact um and the primary reason we decided to go to impact if we go to the next slide is there were three primary areas for opportunity for us to we had a grow demands we continued to outpace our demand year-over-year um it was extremely difficult to keep up you know when the backlog is always several hundred items long it never seems like you make any Headway because you know they come in just as fast as they go out um it's a very challenging issue to have and um we needed a little bit of help streamlining that um and it became difficult to plan for the future when there are many moving goal posts and targets um we also felt like um you know we know our world and we know our world very um very closely but we did not have much of an outside perspective from uh how has a service team run at a similar sized implementation for example or you know we may have made this decision what's the best practice in there so before impact we didn't really have much in terms of advisory and guidance if we wanted to go and get advisory and guidance we either um had to go and make an S so to contct someone or um we had to get lucky at like a networking event or something like that um if we wanted to go and bring in an expert that process minus the budgetary things is actually like a two to three month um signature and legal legal process so it slowed things down considerably and then it was also really difficult to quantify the value that we were retaining out of the platform with so many things in it there's a lot of different efficiencies gained over the years there's a lot of different implementation there's different rates and things like that for everything um and we also didn't have as much visibility in the executive level as we necessarily um would have wanted so one of the codes down here um came from our chief technology officer um is that service now is the most important application that you know nothing about talking um about service now to our Chief Information officer yeah I love that and I remember very clearly you know Keith sylvestri um you know sharing that with us in one of our quarterly reviews and it's something that's always stuck with me um because it is so so pivotal um going forward to how clients are kind of running business and making sure that their base data is driving a lot in their environment so I love it thank you cool all right all right cool so what attracted us to impact um there's a number of different reasons U the big ones here are advisory recommendations um we're able to connect with experts both within our Squad which Hugo had talked about earlier as well as there are different allotments to reach out to other experts within service now to gain advice we could talk to them we can tell them hey we have this problem what would you do in order to solve it or you know this is what we're thinking what do you think about it or what other companies have done in the past um you know it's very difficult to project their future needs and demands so our IMPACT program is they able to help us with that in in terms of um kind of overall high level strategy planning um we're looking for also that outside perspective um so one example is one of our Squad members um actually before working with service now was actually a platform owner and it's actually a platform internal platform owner um so he's got some experience with working as a service now administrator developer Architects and things like that so we're able to get a lot of that personalized um advice as well and the squad kind of follows us so that they know exactly what we have going on um we have quick access to internal service now resources previously really it was just through our sales contact that we could you know be able to get a contact with somebody for a small amount of help um and then tailored plan uh impact plan with executive alignment um over the last year we've been able to use the IMPACT program to raise the visibility of our platform up to our Executives including our CIO um and then of course everybody's favorite the training opportunities impact offers a number of uh training learning credits and opportunities within now learning um as well as others there's actually a workshop going on across the hall here um for app engine too so we've been able to consume a lot of that excellent and it's I know you and the team have been getting you know a lot of value out of the phone a friend option here for your planning and then the the unplanned things that come sometimes so excellent next slide please so here here is the actual Squad themselves and so before when Hugo was sharing there was a representational squad but you'll see here Wayne John Brett and Michelle work very closely these are the real ones these aren't uh photos off of Google or anything like that yeah um so I'll just go kind of like down the list I know Hugo had had kind of given a description of them at a high level I'll just go into a couple details as what they U what they specifically do for us so uh you know Wayne is our customer success manager a CSM um his primary day-to-day activities are coordinating the Fulfillment of impact activities and entitlements so he kind of just keeps the impact Squad running you know he's kind of like he's from the New England area so he likes to call himself the Tom Brady of of the impact Squad um so he really just manages our engagement keeps us all on track uh makes sure that any follow-up items are collected and he also leads our quarterly impact review with um Keith who's our chief technology officer as well as a number of his peers and in direct reports that we have on a quarterly basis um so he's kind of like the Easy Button you know if we need something you know we reach out to Wayne um John is our success architect he's really there to help us drive our business value and and calculate our return on investment and then he helps more from like a strategy and not necessarily from a technical standpoint but working on our you know overall you know plan and you know this is kind of like the strategy that you go into so he's he's a big vision and strategy person you know he's helped us with the Staffing and roll as accelerator and you know he also along with Brett meets with our Enterprise architecture team on a somewhat regular basis to um Advocate to them you know some of the help them with some of their challenges as well um Brett is our platform architect um so he's our primary technical contact UM he is in an advisory role um so it's not necessarily like Hands-On keyboard or anything like that but he's there from a technical perspective that um he's there from a technical perspective for advice um so he's he's the one that primarily does our platform Health um assessments he's the one that runs our technical governance accelerator architecture blueprint and our Enterprise architecture discussions along with um John um and really he's just he's just a contact that we can have that we can ask technical questions to he can follow up with any individuals or run an accelerator or reach out for an expert connect um with somebody else within service now and then one of the I suppose I would be although not last night for the question that came in sorry a question came in are you the Josh Allen a Key Bank all right the support account manager um relle so she's definitely a highly valuable resource from a support standpoint um the primary POC or primary point of contact for proactive and reactive support um so if we're having a problem or if you know we're having an issue in the middle of the night you know rather than calling support to escalate things we can call relle um so it's a consistent person that's dedicated or not dedicated but um you know assigned to your IND account so that there's that consistency there so that she can see Trends and and issues that repeat over time as well as be proactive on things um we are re are about to go through an instance resizing evaluation that we do annually and she's been the one to be able to kick that off and and also kind of take the feedback from the last time that we did that um while I was sitting here there's a couple emails coming from her about her following up issues and we're also able to tell her where our priorities are in terms of our implementation so that she can keep a closer eye on those tickets um she's really the one that we can reach out to to engage with with support both from a proactive and reactive standpoint okay next slide all right how did we get started sorry sorry no no it's it's it's all good so when we first met we did a success uh Readiness assessment and here's a view that we thought we'd share about what we did and knowing where you start is really important going forward right so we know where you've been and also where you're going to um those were good times back then when we first got started yes yes uh at the very beginning of our impact Journey so this was about June of last year we went through our initial success writing this assessment um so it's really an interview based style assessment with various stakeholders I believe all Impact subscribers this is one of the very first things that the impact sad does um and it's really just to gauge a a an understanding of where you are in a number of different categories so for example like one of the categories is Define vision and outcome another is um build effective governance there's about about a dozen of those different categories and there's a number of questions that go along with that so you provide them with list of names of all your stakeholders and they go out they do the interviews and then they compile the results not only from the statistical numbers of the answers of the questions as well as the feedback that they got as they went through the actual surveys so it's not a they send the survey and you fill it out and they send it back they actually meet with you and talk about it as well which is actually where you get the best feedback back out of um so we did that and then on a on a Fant basis we do a reevaluation of our success Readiness assessment to just see where our numbers have either improved or maybe have gone down or you know areas where we may not have been putting any focus in that we want to improve upon um so we recently finished up our second round of the Success reading assessment over The Late summer of this year and we actually were able to get some tangible um metrics as to whether or not we were able to improve a couple of those categories based on the focus areas uh that impact had help us hone in on and the good news is that um we were able to see significant double digit Improvement in the scores for say our build executive sponsorship and our defined vision and outcomes because that was the focus area of um our impact squad for a period of time um leading up into that so we're able to actually see a measurable increase not only from the responses from our internal te but from our stakeholders as well yeah and and really helpful and actually when I was going with this with with my manager he actually pointed out a couple ones so he's like all right you improved on this one and this one so now focus on this one for example so right a great tool to use to narrow your focus yeah and the comments that you guys got the volume of them was just phenomenal on the feedback and I think that that's so important because it helps Drive some of the things and validate some of the things like you said that you're trying to do within the organization so excellent next slide please next slide I think this is a little bit of an overview of how this helped us so I talked a little bit about this but um you know our Focus areas were established service on governance um that's one that we're continuing to improve upon and coming out of the survey there's typically a number of recommendations um both from like an overall standpoint as well as impact offers a number of different accelerators and prepackaged um exercises that you can go through in order to help the impact Squad do some Discovery work on there end to understand where you at currently as well as provide recommendations so running the strategy portfolio and Technical governance accelerat was a result of um one of our sras um evaluate the service now operating model so that was one that we were able to run um later last year and actually as a result of that we were able to take that data and from an outside perspective we were able to Advocate upwards to increase the Staffing levels on our team and we were successful in doing that later last year um and then defin and clearly articulate our vision and strategy um so again kind of focusing on that Vision that overall governance when you're running um at such a pace that it's hard to focus on those individual items so it's great great that the impact Squad was able to bring those to our attention and help us with that okay next slide all right one of the nice things about impact is it provides the number of specialized expertise from service now not only from the squad itself but also from internal contacts within service now itself um typically contacts on the product teams and individual um engineering areas um so expert connects are tactical engagement that is facilitated with uh practitioner expertise um a couple recent examples are we asked about containerized mid servers because we were looking at how do we reduce the overall spend on our mid servers since we have a number of Discovery ones out there um and in a move to a cloud you want an efficient make it an efficient um move over there um we had some help with our exchange on online spoke um we had a couple troubles with that more recently we leveraged it for a couple of our major initiatives like business continuity management implementation as well as we've been working on a well-managed tech dashboard and metrics and we were able to leverage our um platform architect U Brad as well as another internal resource student expert connect um to help us out with some advice and actually they had gave us a small little demo that they had put together about how we can go about solving one challenge that we were working through um advisory sessions are more strategic engagements with service now experts um so we've had engagements a lot of them actually on the security area um one being colable encryption earlier today uh or earlier this year um we recently subscribed to column level encryption through um through service now's Cloud encryption um and it's not something that's uh intuitive initially if you don't have any background information on it so we actually were able to sit down with an expert for a couple of hours actually go through everything and ask all our questions and that's something that the impact Squad was able to bring to us um we've had a couple around um The Well managed asport as I asked or I mentioned before and then we've been working on getting a number of um SAS license connectors and the S SAS licensing tool um we had a number of custom ones that we needed to build so we asked some for some advice there um and then we have personalized align resources on demand like um for example for our app migration project we were able to pull individuals in um we were able to have a couple of our EA um Architects um meet with some of our impact Squad as well on a regular basis as well to keep them up to speed okay next slide all right a little bit about our training and learning um consumption so start starting in 2022 is when we gained access to our unlimited access to our self-based courses it's part of the IMPACT program so it's something that you get as part of impact um as well as depending on your subscription tier there's a yearly allotment of learning credits that you receive so those are for instructor Le courses um as well as you get your certification exams and maintenance fees uh covered as well that was actually a couple thousand doll savings for us since a lot of our developers were able to get certifications as part of these allotments and as part of the unlimited self-paced courses which is a really great tool for um your leaders to train up your individual um team members um so our experience with this is we saw a significant increase in our training consumption compared to before impact one from the access that we get in terms of uh we no longer have to pay separately for any of that content as well as um we were able to to then use it for accelerating our knowledge and focusing on getting certifications um which is something that we did not necessarily Focus from and then um we were able to also take that content that we had access to now and re and revamp our citizen developer training program which used to use um Community Resources that were sometimes would disappear on us and we had to scramble logo and fix now we're able to use the actual official courses um and we also leveraged us a lot in training up our interns and rotational analysts we have had a number of rotational analysts come through there they're uh like a they're kind of like an intern but they're three six month rotations and then they get a job placement afterwards and then our summer interns we're able to get them skilled up and trained relatively quickly and actually a lot of them have gone out out of their way to actually complete the certification exam as well which is uh something that's really great yeah and to support the team like that that was you know kind of a different shift that you were able to do because of some of the efforts in kind of refocusing and resizing things how's that been working out yeah it definitely has been able to skill up the team a lot um one recent example is we were working on that well-managed dashboard effort and performance analytics is a core fundamental of that implementation we didn't really have much if at any experience in PA and we were able to just get a number of people through the the courses that we had access to um we decided to do self-paced courses um which we had a limited consumption of and then if we chose to we could have used some other learning credits for that but something that you can really just get up off the ground you don't need any Finance approvals because it doesn't um because it's included in this program right okay on to the next one all right so the value of impact really that platform architect involvement with our app app migration we were able to have delivery oversight of our app migration for moving from Lotus Notes to service now they helped us with a little bit of our solution design we had our platform architect actually sit in in some of the early standup meetings for a couple of weeks just to gauge and they actually came back with us with a A list of recommendations and things that they observed that I might not necessarily have seen since I wasn't directly involved in that um it's great to have that outside perspective as well kind of like outside looking in versus the other way around um we're able to make improvements to our platform Health um so it's part of this now every quarter we go through a formal Health assessment that are that the same platform architect does every time so that they can also help us with Trends and things like that we were able to make a significant improvement in our security score so um you know Brett being able to call that out is something that we should focus on in Hing in on and he was able to actually not only do the assessments but also kind of help us out with recommendations on the remediation uh we were able to help us with executive engagement and visibility so our quarterly reviews um have turned into very much uh you know a very act a very important activity that we do every quarter um both with aligning with our Executives priorities so the last one that we had um we got a very clear direction from our EX tives um about the priorities that we should be focusing on um as well as it helps um our team members as well as um you know our CTO um direct reports kind of keep up to date is what we're doing and then lastly our cxo or in our case the CIO dashboard was um something that we had helped service down pilot um earlier on and that provides Executives with um with very clear Define metrics and and guidance from you know a service now perspective and if we move on to the next slide we have an example of that so this is really intended for like an executive level dashboard to just give it overall health view into the health and and productivity of the platform itself and and what we're using it for this actually became a catalyst for the well-managed dashboard and this was actually used in an example that they were um asking us to put together for that you know from a more of a well-managed technology and security you know standpoint so and to protect the innocent just to be clear that this is not Key Bank data for those who might have been curious yes this is a sample this is this is just a sample that that we're looking at but you'll see that these are some key areas that um leaders and organizations want to know about and having the visibility and something like this is a real um game Cher as far as being able to make real business decision decisions so um glad that Keith and the team have continued to provide and find this super valuable for them okay and I think we are towards the end of the deck if we are not there all right so impact and help you partner out for Success all right here also impact is not necessarily a one-time thing or just something that you start and finish it's an ongoing Journey throughout as your implementation grows and expands and uh continues on that forward-looking path um there's always challenges roadblocks and items to solve for so impact kind of follows you with with the journey and there's always something that you can work on and and have impac help you with there's always room for improvements so this is a little bit of a high level overview of some of the things that we have coming up you know that we've done throughout the year before we go wanted to let you know a few quick things thank you all so much for joining us today uh we host these webinars monthly to hear from customers on how they're leveraging impact in their organization so use the QR code and be sure to register for our next one December 6 with Dell stay tuned for that um and in the second QR code you can go to an immersive experience website to learn more about impact if you didn't get enough here want to continue to orient and lastly join the impact Community if you haven't already you can find today's recording there as well as upcoming event details and there you can ask questions and engage on the impact Community Forum So Adam thank you so much today for spending some time and sharing your impact experience with us you're welcome always great to tell our story much appreciated thanks everyone