okay I think uh we are already up by 2 minutes and respecting the time of others I think Justin let's kick it off so over to okay thank you Shian and everyone welcome to service now's strategic portfolio management webinar for December of 20 23 and learning how to start your SPM journey and the value it will realize for your organization Shian and I will be your guides today um and we uh appreciate you for being here and I hope you enjoy the next hour with us so please use the Q&A to ask your questions during the session today uh our team will be available to answer your questions as we um Journey Through the conversation today this session will also be recorded and shared um afterwards and will be posted to the service now SPM community and finally we hope that you will make some time to take a short survey at the end of the presentation today we always appreciate your feedback and and let us you know letting us know how much you en enjoy our content and what we can do to improve so so this uh today's session is a part of 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 faster we hope that you will join us again at a future webinar or Meetup you can see the schedule by scanning the QR code here on the screen or using the link in the chat as with all customer phasing presentations we inform our audience of the Safe Harbor notice for forward-looking statement meaning that this presentation may contain forward-looking statements that are based on our beliefs and assumptions on information currently available to uh us only as of the date of this presentation good morning good afternoon good evening I am Justin Catchings I am a product success manager for service now's strategic portfolio management solution Suite I have uh worked for service now for 10 years and I am located in Munich Germany um I have a 2 and a half year-old daughter and a six Monon old son so after a a nice extent of Parental leave I have uh returned to you as of October so Shan I'll will ask to introduce yourself thank you thanks Justin hello hi everyone I'm shanal I'm also part of our product success team and working as a product success manager with service now it's been almost a year now uh overall I'm having 14 plus years of experience and I'm B out of by thank you yeah thanks shaan okay so I'd like to start with h a quick poll to gauge um where you are um in your transformation and where SPM you know sits along that transformation so if I will uh give you a minute to tell us how far along in your strategic portfolio management Journey you are uh Justin I think there is an issue with the poll uh which was created somehow that was disabled I think we may have to continue with the next system okay oh that's a Pity y sorry for that it's okay so okay then let's go ahead and talk about what is uh driving strategic portfolio management strategy so important market trends are driving the development of SPM and its Landmark capability um particularly the strategic planning work space these include supporting the alignment of workto business strategy and this is absolutely critical to the strategy later enabling a flexible planning architecture to support business agility and enabling organizations of all types to strategize and plan in the models that um most effectively achieve their outcomes and simplifying the user experience to drive adoption and intelligent insights as well um I see Jonathan has his hand raised if you have a question please use the Q&A if you haven't done so okay so talking about business outcomes so later in this session we will share a recommend recommended implementation sequence however your organization should consider the highest PR priority business challenges it needs to solve and begin its Journey with the best align capabilities SPM provides there should not be any concern to which capability you begin um as long as you and you today being the goal of this webinar understand the problems the capabilities such as demand management project management Agile development and strategic planning can solve for you okay so let's dive into what strategic portfolio management offers you as a customer so here we see all the capabilities and solutions available with the either your SPM standard or professional investment so while portfolio planning is offered in both standard and professional SPM Pro provides the power of strategic planning using any delivery model or um we call it lens that your organization best uh D delivers value through SPM Pro also enables highly valuable goal goal planning tracking and attainment flexible funding models large scale agile planning and execution as well as unification of your backlog um to all work manage across the platform including incidents and cases coming from itsm and CSM if you are also one of those customers SPM however SPM standard does offer you a powerful Suite of solutions to manage work using traditional delivery models via the project portfolio and portfolio management Suite so speak with your service now account team to confirm which license you to which you are entitled and wanted to talk more about the landmark or Landmark capability of the strategic planning workspace so service now strategic planning solution provides an endtoend integrated planning experience that align strategy to execution by enabling Business Leaders to Define and track goals across the organization gather review and prioritize work that's being requested ensuring that it aligns with that strategy and track status and progress of these initiatives on an interactive visual roadmap all on the single on a single platform so the new planning workspaces are designed to support Persona based models as you can see on this slide we support personas for portfolio pmo as well as strategy Office Value stream and product delivery model depending on your use case we offer a v wide variety of traditional and more advanced planning architectures portfolio planning is best for customers using traditional planning methodology IES and who are satisfied with the Autobox functionality of our project and portfolio Management Solutions the strategic planning capabilities is best suited for organizations using agile or hybrid methodologies and for more mature Advanced organizations who require more flexibility in delivering to Unique strategy models so where we start is always with strategy we have to know what we want to do as an organization to succeed and to do that we come to the strategic planning workspace and where we come in we see how we are doing from a strategy perspective if you take a look at the status box you can see that we have some red some potential missing attainment of our goals so let's tap into that we drill in and we see that we have under we are underperforming in our seat Improvement goal so as a product manager my goal or the strategy manager my goal is to fix this problem but as a strategy office it is great that I have this visibility into the strategy and know what we need to do to fix so now in order to fix this we are going to look at the feedback uh provided for our products using the product feedback capabilities so what kind of things are people asking for who is asking for these we see that there is a lot of interest in AI to help our customers therefore I am going to select these items and then selecting these items I'm going to bring these to our demand funnel which brings us next to alignment where we are going to align this work in our demand funnel to the goals uh we want to achieve as an organization one of the things SPM does very well is manage to work across all kinds of methodologies traditional adile hybrid you name it and we do that across intake prioritization planning and execution we see at the bottom of this list this great AI chatbot need so if we look at item 11 at the bottom we can see that um we've introduced our chatbot feedback into our um planning and prioritization and if you recall our key goal is that we need to improve CET our work to create this great AI chatbot is going to enable us to achieve this seat Improvement goal so you see that we have now prioritized it up to the top of our our demand backlog and now if we go into the road map we can see this work item but we observe that there's a dependency of another piece of work to deliver against this AI CH capability which is our multilanguage support so let's look a bit further shall we let's look at the planned Roi of our chatbot work so with the strategic planning work space we can gain um a wealth of insights into the work uh we're we're looking to deliver such a rli planing cost plan to benefit and resources needed for example we can also see our dependency and therefore we look to push our AI chatbot work so that we can finish the dependent um multilanguage or the depending multilanguage support work first and make sure that we have a smooth kickoff or the chatbot work so now it looks good from a road mapping perspective but I also need to make sure that we have people to execute the work so let's look at capacity planning we see that there is a slight capacity issue in January where some of our resources may be overwork so it may be better to push the work just a slightly bit further into February to make sure our teams can provide the right Focus to making this work successful there now that we've moved the work to February we are fully aligned um to our strategy and ready to deliver which will now segue us from alignment into delivery so now we move from from our strategic planning workspace where our product and portfolio manager sit to as you see here into our new project the workspace where we manage execution I have opened our AI chatbot work from here I can see our entire project delivery plan along with the my resources and here I can see all the financials needed to deliver against this a i chat chatot work and finally I can manage my R my risks issues decisions action items and changes all of these driven to resolution or mitigation through service now flows and that is delivery so now we can look at how we track back to the value that we have delivered to make sure that we have been working on the right things first we are going to update the status of our chatbot work now that we have properly adjusted the schedule and resources of our chatbot work we can now properly execute on it and therefore we will set the uh create AI chat boot for customer portal work to Green so now now we are in our tracking view of our customer products plan and we see that um the work that we've been focused on the AI chatbot work is now running green next we will jump forward and see the impact of that work to our goals look at that we can see that our goal tracking of our improved seat set score for customer portal is now green and our scores moving up from 55 to 72 72 above our target range well done this is a great example of how SPM can support an endtoend process of accelerating value delivery for you so now let's walk through lead some leading practices so I want to just if you don't mind I know we already covered what SPM offers over here but now I have uh set up the poll again so I think it is going to make sense uh to Just Launch the poll and let's see what our users who are joining this session have to say about it would that be okay before we move into the leading practice because I think the feedback always matters to us okay that sounds good so I'll take us back to our poll yeah okay okay can see the PO go and launch it okay great thank you Shan Y no problem folks in the call please participate in the poll and let us know in the overall SPM Journey where do you stand okay I see 34 40 okay numbers are increasing that's good we have reached around 50% of overall participants folks who haven't yet responded we request you if you can respond give them another minute let's wait for yep okay we are at 53% and looks like we are almost stuck at that point okay 50 more seconds before I end the poll so at least we know where you are and then let's get to the okay I think we are at 60% with that I just finish the poll and let me share the results uh Justin uh are you able to see the results on your screen yes I can see them if not maybe I okay okay perfect yes so I can see them so it appears that um we have a bit of a balance mix between customers who have started some configuration work I hope that um some of the insights you take away from today um will you know align to some of the work we've done or have U offered opportunity to um gets you to Value faster even if that requires some rep prioritization of work and a bit of uh customers who have no concrete plan for deployment as well um we hope that coming out of this session that um you understand and are eager to use the resources that um we will talk about today to help you jump start your SPM Journey yeah and I think which means mostly I would say around 60% uh folks in the call uh this session is going to be very useful is what I feel because either they haven't started or just started uh the journey so I think good we have the right people we have the right content so let's continue Justin okay thanks Shan okay so let's spend some time a bit on uh leading practices so um with you know if you've attended other welcome to uh service now webinars um you understand that we like to use a foundation crawl walk run fly implementation maturity path and we never we don't want you to try the to boil the ocean in your first attempt so we ask you identify what's going to bring value to your organization and quickly and you know start there as I mentioned and or a business outcomes topic we we are going to provide a recommendation recommend recommended implementation path and here is where we want to talk about it so first we start with uh creating our foundation ensuring that um we have the right data and to prepare our SPM implementation so the right portfolio information and the right information about the resources and teams and how they're structured and then with that we can start our backlog planning and demand Innovation management okay and then once we lay the foundation we can start crawling in our execution and getting work uh done and showing some value to the business with our capabilities such as you know project management Agile development and leveraging performance analytics to track know how how well we are delivering to what we plan and then once we've laid the then as we Master the art of crawl we can hop up on our two legs and move more of the business a bit faster and you know as we start um bringing more teams together in our scrum programs and becoming more agile and and introducing our application portfolio and really seeing you know what impact the work we are delivering has on our application in digital landscape and viewing that what work we need to prioritize in the future based on the insights and APM and now that we have found a Groove um on our two feet let's turn on the Jets and really integrate strategy into agile ways of working so bringing forward our scaled agile frameware capabilities and uh road maps with agility you know enabling um other areas of the business to strategize and plan in models that may be different from what you've seen in what we' seen in traditional work and even um the uh popular agile method ology as well so and finally we are ready to fly with change at the speed of light by bringing in our de devops capabilities um and um if your organization is looking to run portfolio safe you know bringing that into the uh SPN solution sheet for your organization so Justin uh because you are on the slide I think we have one good question from Andy he's asking could you elaborate on Foundation perhaps give a couple of examples of the things that need to be done at this stage so maybe if you have couple of examples to explain Foundation more detailed that may be good for others y of course Shan so essentially ensuring that you understand how the foundational data needs to be defined for example you're when if you're looking to introduce Resource Management making sure that you're structuring your teams um in the form of user groups properly to ensure that you can move forward with configuring Resource Management as well and then also understanding port portfolio management un understanding as a business what is a portfolio in service now and how does that tie back to how your organization runs portfolios so um you know there's a couple of the examples and you know how we can make sure that we have our resource manager data our portfolio management data and defined and structured properly in service now so that we can you move forward with configuring those Solutions and then of course ensuring that your schedules are defined properly so you can you kickoff configuration of project management um and ensuring you know if you're you building a specific lens and for some of the more advanced road maps making sure that that's also set up properly as well I hope that helps looks like yes and anyway we are going to have a Q&A later uh so if we have any open questions or someone wants to come out of mute yep we will do that just but yep please continue for now okay great okay so in detailing some leading practices you technology configuration you know is you talked about a lot of course and and you we have a wealth of resources to guide you and how you properly configure a solution and you know such as configuration over customization but I really want to touch on you know process and any successful organizational change ensures alignment of Technology people and process to business objectives a process owner should be enabled to deliver guidance to a process which of course should be aligned to the desired outcomes of the organization I mean of course we want to nurture individuals and interactions over processes and tools however we should also ensure the solution is used in alignment uh to the value to be realized which is why it is important that the process owner is enabled to guide the organization and how to properly use the solution in a prescribed manner to deliver to the process and keep it focused on outcomes keeping it simple as possible thinking about outcomes over appearance over function it is um as I before it is critical to focus on outcomes Define what is the outcome you wish to achieve over what the tool should look like and do we see this a lot where organizations expect a solution to behave just similarly to their legacy tool um and we we need to encourage the organization to know focus on what outcome is being provided and service now SPM can Prov May provide this outcome as well um just in a manner that may involve changes in way of working so stick as closely as possible to out of the box functionality if a business need possibly requires a customization to a particular component evaluate opportunities and your organization's changes of ways of working and assess if the value of that customization exceeds the complexity to support said customization so you know service now of course is a very flexible platform and that's a great benefit that you receive from service now but when you're you focusing on you know delivering the solution and think about you know can we achieve this outcome by changing the way we work versus customizing the platform to fit an existing way of working and absolutely avoid Changing State models so State models steer the work that you are managing with spm2 completion and and not just SPM but service now across the platform and customization to the state models can result in negative experiences not only across SPM but across the platform when you work with your delivery team you know again identify how your organization's way of working could map to our outof the-box state models so it may be a change in language for your organization but you know at the end of the day we want to focus on you what outcomes are we realizing and of course you know start simple you know don't boil the ocean identify teams who may offer to Champion SPM within the broader organization and you the objective is to you get value out the door as quickly as possible while being you know aligned to your business objectives and a great way to do that is identify a subset of teams who you know may be ready and eager to on board on an SPM first we will talk soon about the our within our resources for Success which can provide a more comprehensive library of Liam practices to make you and your organization successful so let's talk about resources for success so here's some resour we talk about resources to support you in a successful SPM Journey whether you're engaging a delivery partner or building skills within your organization on your own service now is here to offer world-class guidance to help you reach your strategic goals and facilitate the organizational change necessary to drive to those goals so in charting your implementation path we offer our service anal expert Services um organization who gives you Insight perspective to our Solutions and and the the full teams at service now who contribute to enriching our Solutions such as product management and engineering and or solution Consulting organizations as well so you know nobody knows service now better than service now also we've uh nurtured an extensive uh delivery partner ecosystem to tap into industry expertise and expand our Global Talent further enriching the success of our SPM customers so um if you wish to create a relationship with one of our industry expert Partners we offer our partner program to identify the right partner for your business needs and make you success making you successful in your SPM Journey then of course we can bring the Best of Both Worlds with our uh co- delivery model which offers together the internal insights of our customer outcomes and expert Services organization as well as our industry expert partners and through our partner program bringing both them together through the service now Cod delivery strategy now if you as an organization wish to build your own SPM expertise we uh also offer a a wealth of resources that can that you can use to build your team skills and deliver Solutions ions in a prescribed Manner and getting the expected value that you need out of rspn solutions so with that we bring we provide our now learning platform and which uh provides me hundreds of uh courses to um bring forward to your teams and help them build their skills you with ond demand classes um Proctor leg classes you know based on your team's availability and how you feel your best your team best learns about the service now platform and leveraging the now learning portal will make you successful and building your team skills um individually you can also use our now create me methodology to help your teams deliver to our SPM Solutions in the same manner our own experts deliver so back in 2020 we introduced a now create as an initiative to open up U the wisdom of all of our experts and all of our Solutions and you know how to best help our customers be successful in realizing value in our Solutions and we continue today to offer that to you so leverage now create to build your team skills to ensure a successful SPM journey and be sure to join our SPM Community to learn and share experiences and find unique Solutions supported you know by our SPM capabilities you can and meet uh similar professionals like yourselves and learn from their experiences on you what they've done to make their SPM Journey successful as well as discover unique solutions for your own unique um business challenges and how they solve them and using the community for that and just as important as a properly configured solution our organiz your organization must be prepared for changes in the way of working so service now offers guidance in building your organizational change management plan which helps you craft a value-minded business case to gain effect executive alignment and support we also offer templates to help your organization effectively communicate changes to your organization and I also recommend taking advantage of our now value methodology um what we we want to impress on our customers is to ensure that when you're planning your SPM Journey think about what value you want to get out of the solution now value um helps guide you and um how to identify manage and track attainment to that value you wish to arrive to and let's look at an example of you know how do I build an organizational change management communication plan service now recommends building an ocum plan and in that communication you know we describe what it is what should it include who needs to be involve and what does good look like and when you're delivering your ocm communication be mindful of your audience different personas will be impacted differently by such change so ensuring your messaging resonates their purpose to the change and how important their Act is the part of this change will you know will gain Garner support and excitement within your organization so you know not just focusing on configuring the solution but ensuring that the business is aware on board and excited to bring forward the change that is needed to make your adoption of SPM successful and here these five individuals represent important stakeholders in your SPM Journey as you see we support a vast range of personas from executive to product owner to project manager to administrator we Empower strategy leaders and Executives providing them alignment of road map to business strategy we also support product owners to help them align their work to the organization's goals and describing to them the why part of their work and ensuring that the work that they deliver know has purpose to the uh business strategy we also support project owners who manage the delivery of work and giving them all the insights they need across schedule resources financials and risks U so that they can effectively and successfully manage the delivery of the work to attain those goals and of course the SPM administrator role to successfully support setup and management of the solution so as we just discussed um ocm and communication use the resources we offer in these areas to best craft the right message to these individuals which will share here so now that you're aware of the success resources service now provides for your SPM Journey here's a recommendation of activities to perform in preparation for your SPM Journey so first introduce yourself to the SPM community and very easy to register and you can again um a um Fountain of wisdom you know from individuals similar to you and you know what they've experienced with the SPM be sure to Define your business outcomes and and identify what value you look to get from your solution this will you know help you um align your journey to you know get the right value as quickly as possible and of course when it comes to value identify measurable value um and you know how you can measure that value of course communicate with your stakeholders you know make sure they know that change is coming and that you have sponsorship and support from those stakeholders enable the team you know I cannot stress this enough make sure that before you you know kick off your processing requirements workshops that the team understands what the solution out of the box provides and can ask the right questions around ensuring that their needs are met um with with delivery of the solution and then of course plan schedule your workshops with your stakeholders product owners and delivery partner um you know as you identify a delivery partner uh make sure that you communicate to them what you're looking to achieve so that they can support you and in the manner that ensures that you are successful in your SPM journey and you know prepare your ocm plan as we as we saw on the previous Slide the key individual stakeholders that will that you will want to ensure success of V SPM Journey make sure you craft this this ocm messaging so that they that they understand their purpose within this transformation okay and with that I wish all of you the uh best of luck and success in your strategic portfolio management Journey okay if there are no other questions um again I wanted to personally thank you so much for spending time with me this past hour and learning how you can start your SPM journey and how you can get the most value out of your SPM investment and I look forward to seeing you in our future webinars thank you thank you all for your time hope you enjoyed the session take care bye thanks everyone have a great day evening