hello everybody good morning good evening good afternoon from wherever you're from I was just having a look in the chat it seems like we've got uh people from all over a lot of people from the states some people from the UK some from India some from Australia um so thank you for joining however late or early it is and you're very welcome to uh your service now on boarding my name is Owen in case uh you see my name and you're like how is that Owen um I'm from Dublin Ireland as I put in the chat so it's like the Irish spelling of O Wen um but nice to meet you all so I'm a customer success manager here at service n and I'm going to be guiding you today through your onboarding journey I see a lot of people have uh joined and filled out the poll so thank you very much for that we will have a few more throughout the webinar so thanks for your participation um and keep uh keep filling them out so a lot of people came from servicenow.com or the now Community which is great um we're going to talk about the now Community today as well it's one of my favorite sites so at service now we make the world work better for everyone uh that's our purpose so we're very excited to work with you and transform the way your organization Works um as mentioned today we'll be talking all about how you can access all the resources tools and the service now Community to successfully launch service now at your organization before we get started just a couple of uh notes and disclaimers from my side um so this event is being recorded um and a recording of it will be available later on demand on the now Community page so please do not disclose any personal information during the call and following this session we may reach out to collect feedback on the session so if you would like to update of this please directly message the hosts and panelists in the chat and as my colleague breeder just put in uh please feel free as we go along to put any questions you might have in the Q&A box so as you see from the agenda we will have a period for a Q&A at the end where some of my colleagues will come on and answer some questions but as we go through the content please feel free to use the Q&A so today I'm here to help you get on boarded with service now so this is the introductory webinar that is part of a series targeted specifically for new customers so we'll provide a listing of other webinars of more in-depth topics that will become available throughout 2024 and the plan for today is I will introduce you to all of our resources at a high level and how to access and consume these so today should hopefully feel like a service now 101 of course if you like to take notes please feel free but rest assured we will be sharing this session and all the resources with you after today's meeting and at the close of the meeting I'll provide you with some recommendations for your next steps on your service now Journey so very quickly before we Deep dive into the different assets I just want to take a moment to briefly describe the service now now platform so your organization has probably purchased some but not all the products listed on this slide with the now platform you break down silos and you seamlessly connect people systems and processes with enterprise-wide digital workflows and we're not just for IT service management anymore at least we have a full Suite of products to help you manage and run your business such as Asset Management security operations HR Service delivery and a lot more and because the service now platform runs on our Global Cloud infrastructure you get the reliability the security the security and the scalability uh that you need to expand your digital footprint so as mentioned there might be a couple of more polls so before we deep dive into the first topic um I want to ask how long have you been a service now customer for perfect I see a lot of answers rolling in very quickly so thank you very much uh We've quite a mix of people which is great so a lot less than three months which is good so you're probably new to service now don't know all the resources we have so hopefully this webinar will be of use and there's uh good portion of people who are here here for more than a year um so you might have a bit more experience as well um but maybe you want some clarification on topics or you're still not sure of all the different resources that are out there so hopefully this is beneficial too um and some people who are not currently a customer so hopefully uh again if you want to ask any questions please feel free to throw them into the Q&A so thank you everyone for participating so why is this getting started on the right path so important well we spoke to hundreds of customers and we found three major themes among new platform users uh first we found that you don't know where to access all the assets that service now has available or when to use them so we're going to demystify that for you today second you want somewhere to ask the howto questions so we'll show you how you can engage with the community to find answers and third you want us to provide more prescriptive guidance so we'll take you to the resources that explain leading practices uh that you can apply at your organization so we know it can be a bit overwhelming when you are learning about and configuring a new product so that's why to support your service now Journey we have created many many resources uh today we're here to walk you through each of these assets that will support your success so I'll explain why and when you should use each resource and all of the resources presented here are at your fingertips and we will be providing a pdf version of this presentation to all attendees with the links mentioned um but my colleague will be posting links in the chat as well and one more poll before we dive into our first topic is how comfortable currently before this webinar do you feel navigating the different service now resources that I just showed okay a lot of people saying I have no idea where to go which is I mean good cuz that's the point of this webinar we want to direct you where to go explain how to use them and hopefully that'll make it a bit uh clearer uh some people saying I can find what I need if I dig around uh which is good but again hopefully this webinar can help point you in the right direction so you don't have to dig around um you'll immediately click and say oh yeah that uh strange Irish guy on the webinar mentioned that's where I can find this resource and you can go straight there um so yeah thank you very much for your participation and we will deep dive and start in the first asset so the first question that you might be asking is how can I get connected to other people using service now and that answer is join our now Community from its Inception the service now Community has been a dynamic and collaborative place for anyone in the service now ecosystem it's where you can ask the how do I questions and get answers the community is full of content to help provide the context for using our products beyond the step-by-step instructions for example you might find code Snippets or lessons learned from other users uh developer may post Lessons Learned on how we implemented X capability or a service now product manager May provide additional product information in an article or a video as mentioned you can also connect with other users in the forums by joining a service now user group or a service now special interest group it's also where we list all of our live on service now events and meetups where you can dive deeper and talk with your peers and you'll see when using the community that we recognize our frequent contributors on here as MVPs and Rising Stars which highlights their expertise and enhances their credibility so as part of this webinar as well I will be doing kind of a live demonstration showing you the portal so we'll take a quick look at the now Community if you need product information this product hub's drop down uh has our products organized by topic um and it's at the top of the homepage easily accessible in the discussions dropdown this is where uh you can connect to different discussions by organized roles blogs is where uh you can see visible posts from a variety of experts who choose to share their knowledge this group's feature is as I mentioned where you can find our service now user groups and special interest groups so this is one of my favorite areas to go I definitely recommend you navigating here and this event dropped down uh has our live on service now events it has links to our demo Center on different products and it has information on how to uh register for the knowledge 2024 conference the resources drop down is where you can always find the information that you need to get started such as this community welcome guide and there's frequently asked questions also the idea portal here down the bottom is a place where you can submit suggestions to request enhancements to the community um and what you're looking for something that's very useful on the community as well that I always like to point out is this little icon up the top so it's on all of the other service now sites as well but when you click it it will link directly to all the other resources that I'm going to show so I will point that out for example if you need to quickly uh navigate to now support which we're going to talk about next you can click this icon it'll take you straight there so as mentioned next is now support So as a net new customer um you probably want to know how to get help if something goes go wrong and this is where the now support portal is your One-Stop shop to submit cases and get technical support you can also find answers to common issues by yourself using our support knowledge base and in addition you get access to a status dashboard of your instances and the ability to manage your support accounts and notifications your first step should be to have your administrator set up company users with specific roles and your role will then deter determine whether you can create cases or schedule changes um and which different notifications you'll receive from the system next then in the portal you want you'll want to explore the help center which as mentioned is our knowledge base in this uh knowledge base you'll find FAQs such as how to get started with and use now support how to harden your instance and make it secure or how to request and install the different plugins available so we'll take a quick look at now support as well so this is the landing page once you're once you're logged in and it will show your dashboard of what you need to know at a glance about your account such as open cases um any pending changes uh instance health information here and just general news and recommendations from the system as mentioned first we suggest uh you learn how to use now support and you can do that by navigating to The Help Center and within the help center you will find three key knowledge articles to help you uh understand the portal and the services next your admin should manage access and users uh to set up who can log cases and receive important emails as I mentioned um and this can be done via the drop-down up the top right here there will be a manage roles and users option and that's where you can set up the access for different people in the instances drop down this is where you can find a dashboard showing you the health of your instances and specific upcoming changes per instance and lastly one of the kind of FAQs I get from customers as well is where can I find information on kind of uh policy compliance different stuff like this so I definitely recommend checking out the trust Center because it provides guidance uh on security for your instances that your admin and security teams will certainly want to review um as you're just getting started with the platform and if all else fails you can ask Cody down here which is our now virtual agent and to get help you can just click the icon and type in your question one more thing I want to note as well that your view might look a little different since I am this is the service now employee view I believe this button now says get help as opposed to create a case um and and that what that will do is it'll take you to the Help Center section and within there it shows you our knowledge base and if you do need to follow up and raise a case you'll see there's an open case option down here create a case and up the top this is where I mentioned that little trick if you need to navigate back to the community or to the other resources so while the resources I've shown so far uh are very helpful you might be wondering uh how can I learn more and feel ready to tackle my service now implementation or I want to make sure I'm doing things right service Nows training and certification program now learning Pro provides many courses to help you understand configure and use the platform most roles can benefit from training in now learning such as administrators developers platform owners end users and process owners as you might know training is the key to laying the foundation for a successful implementation and to realize long-term value in the platform when you invest in training for your team you enable your organization to reap the benefits of service now and how to configure properly to avoid challenges with upgrades and training is not just something that you do at the beginning of your journey but all along as you mature on the platform so in saying that I want to uh highlight a few of the key benefits of service now's training and certification programs so with our Technical Training you can scale up your Technical and business team members to implement manage and grow the platform you can also o support your employees career development through our industry recognized certifications such as our certified system administrator or our certified Master architect program we also offer custom Training where we develop a program to prepare your your process and end users through Hands-On training using your company's service now instance and if you need to expand your internal resources to support service now consider our Rise Up program this program includes includes coaching training networking and hands-on experience to help early career and established employees skill up to work in the platform and lastly you can enable organizational change management using our expertise to lay the foundation of success for your training investment uh with our flexible Consulting offering uh one more quick FYI as well if you have purchased uh learning credits you will need to designate a training administrator to manage them uh more information about learning credits can be found u in a link in the chat that was sent before so let's take a look at the now learning portal so this is the homepage you get when you log in um when you've used it for a certain amount of time you will see ongoing trainings here but you can see I'm logged out to just show the general review uh General view sorry if you want to view role-based certification PS you can check out this credential program and you'll see all about the different certifications we have and specifically the credential paths and how to navigate and get to where you want to go when you have completed C courses as well you'll be able to show off your achievements with badges on social media if you need support specifically on now learning and training issues you might have you can access this help center so this will be the help center specifically for training issues you have uh signing up for courses using learning credits Etc and it has a lot of knowledge based articles specifically on now learning so I recommend checking that out as well um and within there it has knowledge articles on a question I get frequently from customers as well is how can I merge my uh new professional work account with a personal Gmail account that can be done and there's a knowledge uh article in The Help Center of course to see all the trainings we have available if you select this explore catalog you will be able to kind of filter and search for everything so if you want to search for trainings by different role you can click there if you want to see trainings by specific product you can check it out by workflow see what we have available and then you can e even filter by content type so whether you prefer to learn uh virtually via an instructor Le course or On Demand by yourself in your own time you can filter between those and again if you kind of just want to type in and search manually can do that in the search box at the top or else if you click view entire catalog it'll take you to um a view where you can search see all results and also kind of add different filters for role for content type um and you can sort by most relevant popular um a toz different things like this and of course my little trick that icon is up here again so that was now learning I see some questions coming in the Q&A which is Grace and I see my colleagues Jenny and breeder are answering them so please keep them coming if you have any questions on any topics we're discussing so product documentation now that you know how to get technical help you might want to know where to find our product documentation this official technical product documentation site that service now is known as docs. servicenow.com or just product docs information on the site is most applicable to for developers administrators and Architects because it's mostly technical in nature however process owners and platform owners can gain insights as well as learn about product functionality and interconnectivity you can search for specific information on products applications or features you can watch a video tutorial or read about whole sections of platform at a time if you need to frequently refer to specific information and share this information with some colleagues you can also export PDF books and we continuously uh update product uh docks as new uh releases and features become available and we keep documentation available for up to two prior releases and that includes uh store and mobile releases as well so I will show you the product documentation size if you have been service now customer some of you said for more than 3 months you might notice the product s has been revamped recently and looks a little bit different um so at a glance you can see quickly the most relevant and useful information or you can utilize the search box up here to quickly search and find exactly what you were looking for and be able to add filters so you'll see this little drop down you can filter what you search for by specific version that we have or by specific product that we have and then type in your search and it'll take you to it in this release notes and upgrade section this is what I mentioned where you can find out what's changed uh in each release you can prepare by exploring resources for the Target versions for your upgrade and you can get ready for an upgrade with step-by-step upgrading instances uh provided to you in this store release information section you'll find quarterly store releases for products that release them instead or in addition to the regular platform releases um so become familiar with that because some features are only available via the store in the featured content section on the right you will find recommendations to support your instance maturity different highlighted articles with key information and the latest product news this PDF Library option is also where I mentioned where you can download different PDF books uh that you like to refer to frequently lastly if you scroll down you can see the explore product section where you can find the resources for our major product lines such as itsm um application portfolio management it operations management and much more um you can also then click view all products and it'll take you to the information applicable to that product or as mentioned you can do it here via the filter button maybe last time I mention it is this little icon up the top right if you need to navigate between sites quickly okay so now that you've set up your support process you've researched your products uh you've connected with other customers and you've taken some training uh you're ready to start thinking about how to actually Implement service now so based on our experience with thousands of customers we've developed our now create implementation methodology this offers step-by-step delivery guidance on thousands of leading practice assets based on our customer outcome team's real world field experience with customers since 2006 the now create site provides comprehensive coverage across all aspects of your deployment saving you the time and the cost of developing such material while providing prescriptive guidance which helps you ramp up the service now quicker so some of the things that are included uh firstly is our tried and true implementation methodology with our industry expertise tips for successful deployments there are also success packs that are like manyi project plans for every product to get you started with project and resource planning um these success packs also include leading practice assets kpi guidance process and operating models as well as Workshop presentations starter stories and architecture blueprints you can also search for every uh resource independently too and because your service now doesn't just stop a go live um we've also included leading practices around upgrading um and enhancements so that you can continue to build on your success so we will have a quick look at the now create site which is one of the most valuable resources as well so it should be your go-to for collateral and leading practice guidance to run your implementations when you get to the landing page you'll find these three tiles for getting started you can start by learning about our um our service now implementation methodology and this will take you to a brief training and then you can dig into the content I mentioned and search uh for an asset specifically or search for a success pack for the product that you deploying such as HR Service delivery in the success packs at a high level as I mentioned our project plans from start to finish uh you'll also find downloadable templates and presentations that you can tailor to uh your specific organization ation that will save you you know from Reinventing the wheel and whether or not you use our methodology you'll still find all the content here very helpful so you'll see again the site will automatically have a spotlight on critical topics for implementation so get started with the methodology large Enterprise implementations and then uh popular topics that other people are checking out so Workshop presentations process guides starter stories and again similar to to now learning once you've used this side a bit you'll see recently downloaded and frequently accessed uh assets up here so that if you need to quickly come back and access it again you can easily do that so we hope that providing you with information about our resources has been helpful but uh there's one last website that of course we want to mention um so you might have already visited our servicenow.com site during the sales cycle U but you might not have realized that houses information that you might need after purchase and it helps you to connect to these other resources that we discussed as well as an existing customer you might also want to beware uh be aware of a few key sections so we will take a quick look first there are product specific pages that provide resources by product as well as entitlements by product um and it might be helpful to review your entitlements if you're not exactly sure what you own or what you have access to Second there are customer stories by product and Industry that can help you see how other customers have used the service now platform to achieve their desired outcomes and lastly if you scroll down to the bottom one of my favorite sections is this now on now um and what this is is a page all about how you can learn uh about how we use our own platform to achieve ual Transformations and our own business objectives okay so we are nearing the end of the presentation um and I've shown you most of the different resources that we have so one last poll question which is how comfortable now um do you feel uh navigating through the different service now resources seen lots of people fill out answers saying I'm confident my ability to find any content I need which is great it's there's a lot more people selecting that than there was at the start um so I'm glad that you found this beneficial uh you know where to go for the different resources and again as I mentioned all of this recording uh this presentation the links will be provided to you and in the community after the fact if you need to refer back to it um and a lot of people saying I can find what I need if I dig around um so hopefully again you can refer back to all the information and now you know a little bit more um of what's out there and I see a couple people have said I have no idea where to go so uh maybe I hope you joined late and maybe you missed some information at the start so definitely check out the recording um and some of the resources because hopefully it should point you in the right direction and that little icon navigator on the different sites can quickly take you to the different information you need but please feel free to reach out type in the chat type in the Q&A if you do have questions or something that we did not address so if you're attending this call today chances are you might already be a service now impact customer but if not you might be wondering what is impact so consider it as your personalized smart guidance solution um which is orchestrating a tailored road map to assist with faster value realization and success it's built on the now platform as well and it combines predictive and preventative software with human Ingenuity to kind of keep your platform healthy and to help you implement service now faster so this ultimately allows you to get more value from the product more quickly what impact includes very briefly is an aid driven digital exp uh experience with value realization dashboards um intuitive Journey builders that show real-time progress proactive insights prescriptive alerts and custom recommendations you get premium technical support to reduce your risk in your instance and to give you more control over your platform yeah there's collaboration with a diverse team of Technical and strategic service now experts to amplify and augment your own team's expertise you get access to created content coaching leading practices as well as on demand and tailored learning aligned to your road map en role and you get the ability to Define and accelerate your digital transformation which includes tracking progress for strategic transformational uh transformational initiatives to drive business change so if you are an impact customer you can expect a member of your impact Squad to reach out and schedule a kickoff meeting where you can discuss your goals and start your digital transformation Journey um but for those of you who do not have service now impact and you're kind of curious about learning more please reach out to your account executive so what's next after uh my overview of the assets that will help you as a new customer um if you're wondering what to do next we have got you covered with this slide so this is a guide to the activities that you should complete to get ramped up your first course of action is to set up your service now account and get the rest of your team to do the same once your service now accounts are set up join the now Community which I showed earlier and start connecting with your peers and also then don't forget to register for training because knowledge of the platform is part of your foundation for Success so please feel free to use this guide as an onboarding checklist as you get started with service now very good um looks like we've got all the questions here um so thank you everybody for joining and again please you know fill out the survey and I hope you have a great rest of your day thank you thank you everybody bye bye