hi I'm Alice hi I'm Justin and you're listening to the otterly Alisa podcast who knows what we'll talk [Music] about so yeah we they published that I want to say in 2021 so we've made a few edits along the way but overall I mean it's we want you to have the experience and have desert so it's a combo of you know soft skills Tech skills so on is it in the general um yeah so under I think I got it I think I've think I do have access onboarding and training files and then under onboarding and it's called subway map onboarding Subway map oh I love you this is beautiful I love Carl I guess yes you should love Carl cuz he did all of that hard work it is that is beautiful I've never seen in my entire career anything that way that laid out for a career path and that well done like it's just done very well and just yeah and very clear in my opinion on you know what's expected so I love it yeah and I think I think um there's a there's a similar gradation is that the right word for solution Consulting from my perspective there's like you've got Brian Walker who's really green never done anything like this before all the way up to someone really seasoned like Jim yeah um but there's no like Brian doesn't have anything to reference to go well how do I get become a gym he just knows we expect you to do these things but can't go back and reference it yeah love it yeah I should have known you were you were a thorough in your in your that's Carl like I said that's Carl 100% Carl gets all props on that okay so all I did was answer some questions which is which is your role right like that's you're you're officially a senior VP now I am now as of December and it's not senior because you're elderly it's senior because you are um see you're see I don't know where I was going with that it's not cuz you're old that that's what I'm emphasizing yeah um so you in that role you would think that you would be more in a decision-making yes advising and kind of directionally oriented role I guess that's better that's where that's Justin's take on a senior VP because usually when I see Senior VP I roll my eyes and go uh you know I I have an opinion about it that doesn't it doesn't it's not compatible with how I understand Allison and your work ethic so that's fair and I mean I'm literally was on site for a project this week yes so what tell us about this on site what did you get to present so we are doing a phase zero which is essentially a planning phase and we also tell them you know here's your road map that you should follow um this was a law firm in Midtown Atlanta they were awesome like it was actually like super great conversations they're coming off sharewell because andw is end of life so there and there was so much logic in the room like was so refreshing was it it uh yeah so it was the it group and what I'm learning because I've been on a couple different Law Firm engagements is lawyers work a lot a so like they told us that they expect their lawyers to Bill 2,000 hours and work 3,000 hours and I was like so there's if you work 40 hours a week that's 280 hours a year and so I'm like there to hit 3,000 hours I mean given that's only 20 more hours spread over the course of a year which I'm like okay I've done that but also I couldn't do it every year so I'm just sitting there like oh my God that's 920 additional hours oh yeah yeah yeah yeah so it's a lot either way I just was sitting there like oh my God and it's funny because once again all the other law firms had similar requirements or things that they were very cognizant of is they were like we don't want to email our lawyers like we need to be able to be very flexible with our notifications because they're busy and they have an assistant or a legal paralal or whatever that manages their stuff they're INX we need to be able to turn them off or select don't send to them send to their like there's some very delegation kind of stuff legal things because they're like they're busy and we don't want to bother them with this stuff because these are the expectations we have of them and I'm just like like at one point I wanted to be a lawyer and now I'm like yeah there's upsides and downsides yeah yeah but yeah so that was the main theme was you know whatever we do we just need to be cognizant that these people cannot sit and get bombarded with emails or you know and things need to be timely like that was the theme which makes total sense so is um my mind goes to things like slack and teams are they doing is that that the preferred Channel or or yeah so their big thing was there in sharewell they can't you know start a teams conversation from an incident or from major incident and so I went and showed them that because they wanted the first day we did our kickoff and none of them had really seen service now so I did a demo and they were all like oh my gosh and because I don't know if you've seen sharewell but it's very and this is not a dig on sharewell it's a great platform tons of people get great use out of it but it's not as user interface friendliest service now and everything is one ticket and there's just a drop down to indicate request or incident I mean but it's the same form regardless of which one you use so some of it they were like okay this is going to take some adjusting I'm like yeah yeah I will but overall they liked it and they liked how easy it is to integrate you know teams cuz I I pulled up our demo instance for major incident so which demo instance one of one of mine or one of yours seven okay just cuz I knew you had the team's Channel button on major incident I showed them what it would look like it doesn't work for me but I could at least show them the button so yep I so someone from the UK team reached out and I'm like it's kind of set up in seven but uh I just tried it and it's not working so I just wanted to show them like how it would look and right all of that so but they're huge teams users they're you know that's their services manager was in there and she was very like you know everything they said plus we have the after hours and then they're Glo they're a global company and so her biggest pain Point weirdly enough was the time stamps so when I if I'm in the the use case she said was if someone in Manila op something we see it in our time zone and not their time zone of when it was open so we can't it's hard for us to understand like how long it's been open based on their time zone and not ours and I'm like oh okay yeah so service now handles that pretty well everything's you're the architect I know but I think everything's stored in Utz time it is but that was the problem is like if I were to submit it and I was in London and you're in North Carolina you would see it in your time zone not mine and so that's their big problem which the last Law Firm I worked with had that same problem and so we just had we added like a can't remember what it was but we added a field that was read only that was like Time Zone open date or something like that just so that so you did have to do some extra work okay okay so it didn't work out of the box and then they wanted it to show what time zone that person was in so we just had like a field message or something that said what time zone the person lived in because I was like well it's on their user record we're like we don't want to click and I'm like one you know there's not a lot of people give teams a lot of Praise um but one of the things I appreciate about teams is when I when I click on your head or anybody else's head it'll say they are two hours behind or they are two hours ahead I'm like oh I love this well in that law firm's defense is they had people that traveled so they wanted to be able to capture what time zone they were in when they called because they might be yeah yeah global company probably nothing is easy yeah there's the global company there were a lot of unique caveats that were having and not having to work around but just they've had to customize sharewell pretty heavily to to do some of the stuff that they're doing and you know and they cuz they've been on sherwell for 15 years so oh wow yeah so that's a unique challenge so you're almost so okay so let me just restate this from a solution Consulting you are going to look at customizations to a foreign system and try to map that to like do we need to customize or is no so their CIO came in person to the kickoff and you know we kind of shared how we do these engagements and how like we're here to figure out we were like we don't I said I don't want to say we don't care what you did in sharewell because we don't what we care about is what you need service now to do to meet your needs and what your requirements are regulations so I said I don't really care if you had to customize sharewell to shove you know a square peg in a round hole I care what did you need it to do I don't care why you want to start there yeah because it's C and he goes great because all we want is you to tell us in service now you know what we should be doing and I was like well you don't know what you don't know so that's hopefully why you hired us he was like that's exactly why so it's not that we don't care but we don't care I just need to know what their processes are and then I can map them where they go so gotcha yeah I would where I was going with that I was just thinking like if if there was some weird time zone situation like you were given an example sometimes it's easier to go like oh you've already solved this over here yeah how did you solve it and do we need to solve it the same way or can we like can we take a shortcut now that you know you thought through it that's what I was thinking yeah well most of the people so the service desk manager she was awesome cuz she was like my team already has a wish list of things that they don't have today that if you could even do like two of them they would be so happy and so she starts telling us some and I'm like bar is low okay cuz they were like we want to be able to chat like like in service now or just connect to teams or like what she goes literally anything at this point like okay wow yeah so that is a low bar yeah but there's nothing better than having a low bar being like that's the box that's out the box and then there and I know you're working on the extended legal app so I actually have a new one for you to add to that sweet I I don't think that wouldn't like ground to a halt I don't know what's going on with it so it was if we have billable work we need to focus on that we'll worry about the app in January oh okay yeah no one communicated to me so it's just well you were out of office when that happened I think so okay yeah but no I have a new use case that I was told any law firm would want sweet so yeah point of that yeah because he wants to know so their CIO actually came back after our meeting and was like so I have this system I'm trying to figure out if service now does it or what the effort would be so I don't have to purchase another system he's like I'd rather keep it there if it's possible and if the level of efforts low instead of buying literally an entire other system I was I wrote it all down to look into y love it yeah so yay that's a productive onsite it was we were only there for a day and a half so and then um and then now they're excited and like want to probably do this tomorrow no they're actually the like I said the C whenever we can get a CIO or senior level person in the room to like make sure everyone understands what's happening um so sharewell is end of life end of life like hard stop everything shut down um end of 2026 so December of 2026 okay seems far away it does but when you start thinking about an implementation project especially to replace an entire system that could be 9 Monon year project and so someone brought up will our support model with they're using a different partner for support um and I won't name them just cuz protect the inocent and then support with sharewell and so their CIO literally said I am not going to put anyone on a timeline that's going to jeopardize the success and the quality of the project so if we need to pay more months for support that's what we'll do and I was like yeah I'd say a pretty and you probably know this from the given your day-to-day but probably the most common frustration with implementations is the timeline is too soon you don't give people enough time to digest and learn and adopt well that's my concern with sharewell being end of life is fortunately the and he even said like we're trying to be as proactive as possible so we don't get to 2026 and are now scrambling and have that condensed timeline like we're starting now we're starting with this conversation to set us up to make sure we're doing the right things and and then we have the time to implement and aren't rushed so he was like essentially we have you know 2 years to get everything done and right and stood up and he was like my hope is we have a little extra time or a lot of extra time to get if there's data if there's whatever that we need to take off for audit because I was like are you wanting to do Legacy data and he goes your face is telling me wanting me to say no he goes Samson told me not to and I was like thank thank you I said please don't pleas please so he goes I'm good with that I was like okay yeah I just heard my echo am I echoing no okay I heard my laugh after I laughed that was weird no was going to say was like why can't that be every CIO I wish more were like that sounds reasonable and well measured and thoughtful he was reasonable he was logical he was being proactive active about what was going cuz they're doing a follow the sun model so that's their wholeo is follow the Sun and it's funny cuz like some of the people in the room were like I know where the bodies are buried just like okay it's a strange thing for a law firm to say well cuz one of the guys that was there so one of the other unique things so I don't hear this often anymore almost everyone in that room had been at the company for at least 10 years like our project manager on the project who's Awesome's been there 18 years the admin who has had service now for the past three years I want to say he took it in 2020 he's been there like 14 years the guy that used to own service now has been there for like 15 years and I'm just sitting there like this is so great like they know their senior service T manager has been there I can't remember how long she said like the newest person was CIO he's been there 4 years I'm just like that's refreshing yeah it's nice that you know they all yeah and they were all on the same page like there wasn't for now I know that'll change as you got to find the bodies yeah in the laundry yeah yeah so or let's just say laundry let the no bodies just Dirty Laundry yeah I think he ended up changing it to skeletons skeletons oh my God the bodies have been there forever forever they've had time to decompose no but no it was good it was good two days and we had a really nice dinner and the area we stayed in it was like midtown Atlanta so not the sketchy part so we had a good time I've never had a bad trip to Atlanta I usually like visits to Atlanta but from what I so David used to have to go there like every week I think and there are areas that are not sure yeah but where I've we've ever stayed we either stay at the battery or and then I stayed in Midtown and then when he took Mia to a 21 Pilots concert they stayed down town but near you know the Arenas and stuff which and you went to a Braves game there too yeah that's where the battery is it's very battery okay that's right we had an episode where you you described it that's right now remember taking notes yes and one of the guys um that's the admin on for sharewell and will be for service now we think um he his cousin is a chef on the Food Network no way yeah or like he's been on like Top Chef like he's been on some of the shows and he has five restaurants in Atlanta just five just five that like yeah he's got five I think he's uping I was like five I was like just five one you know so that was cool to learn that about him and just chat no it seems like a well based on the tenure you mentioned seems like it might be a good place obviously it's a good place to work otherwise people would leave um but then also might be a really good partner yeah if um if the CIO stays true that's been my other experience too is cios in front of the group will say certain things and then you get behind a closed door and it's like then you get the real deal and and hopefully you don't she came back later um after everyone left it was kind of like you know our goal in partnering with you is because we want a partnership and you know this beginning project will kind of dictate you know he was like I I want this to go well and us to use you for the implementation so he was like you know I'm not saying it's all dependent on this project but and I'm like well no that's any project like it's always the last impression like do you want to keep using them or not so I like that's totally fair you know if this sucks like you're not going to want to do business with us like that's that's logical yeah so but I mean he was very open about it you know he was like we met they met Samson at the ticon conference or whatever yeah and he was like you know everything he said was exactly what we need I'm like awesome sweet way to go samon yeah yeah Samson's he's he's pretty thorough and he's pretty uh if you explain it to him he's pretty good at you know yeah Translating that to potential customers yeah very true well I love that you're getting your um uh what we going to call that your your road mapping muscle exercised CMA points CMA points there you go how are you doing on that you should be like with the podcast and your webinars well my thought leadership I'm good I have that in spades it's the continuing education I'm struggling with because I don't have the time to sit and take training you're too busy teaching training yeah I know which I'm not doing the January cohort which is a little sad cuz I did enjoy it but I just I have too many like travel things and I felt bad like last minute you know having to bait lot sub so I um I know you you give out my name at these events because they tell me when they they connect with me and so we'll give a shout out to someone who waited till they graduated I guess because they graduated is that yes they graduated last week so their name is yah yah I love yes so great she reached out and she's like Allison gave me your contact information I was like awesome an ex program like I'm like I'm hope you're enjoying it and she's like she's like yeah graduation was great and I read back up I'm like oh she did say she had completed it yeah cuz thought she was the middle of this night yeah so at the end um the woman who's over next gen her name's Selena she recorded like a little video um like congratulating them on completing the course and she was like you know they what's cool about it is they actually get like alumni services and so they have guest speakers come in and talk about the interview process or building a resume and like what to expect which is really cool but she also said you know if you're not on LinkedIn get on on LinkedIn start building your brand don't worry about like try to get out of your own way post and she said follow people that you know are big in the ecosystem so I gave a couple names and you were just one of them thank you that's my heart because I was like Justin's videos are awesome and he has such great knowledge and so they were all I gave out a couple names so I appreciate that I um I I love Justin like you need to follow him no it means a lot I I came off yesterday I did a um I haven't published it yet but I did another comment video mhm and the comments are sometimes they can be they can be good and they can be stressful yeah and a lot of the times people come and they they're like I followed the video and and I'm getting this error and this isn't working yeah and every time every one of these episodes I'm like I can't troubleshoot from YouTube like and so it makes me sad like yeah like these people are reaching out but it's like I can't like this isn't the Forum like you can't put a screenshot like like we can't have a convers not only that like troubleshooting is hard when you're not like in the system and you're trying to direct someone because so as the co so at the end of the cohort they all had to build an app and do pro which was awesome like they were all very creative they were it was great to see all of it and some of them I was like y'all are taking on too much you have like two weeks to build this but I'm trying to like direct them and I'm like only I could just grab that Mouse just do it and but I mean it was good for me to be forced to you know try and walk someone through it cuz I problems so I mean that's true Mastery is you being able to do that that's that's how you know you've mastered your craft well there were a couple where I was like because one of the groups was one wanting to do something a little unique that involved code I don't write code that often anymore so I'm like I think this will work I gave it to them and they were like oh that worked I'm like thank the good Lord cuz one of them was like we're trying to do this datetime calculation I was like M I can't as you learned a minute ago I can't even do that in real life let alone encode so fortunately so you have two Tas and the two I had one of them they might have both been but he happened to be in the room he's like I can help I'm like that's awesome that one so well it's actually one of the things I love about service now is that you don't need to code but you can code and then there's sometimes where it's like if you want to take it to the next level mhm of Awesomeness yes they were struggling they were trying to do it in flow designer and you know my feelings about flow designer I was like this really needs to be a scheduled job this is really why we would need to do it that way and they were like okay and so we're having to step back and yeah you know you can schedule flows right I know but you know that I don't do that and if I can avoid flow designer oh my God oh my God I wonder I would rather go write a scheduled job that takes me two seconds instead of having to there are a lot of things that I learned about flow designer that I thought were great but there were other things I was like this is too overly complicated based on what I used to be able to do very quickly and now I have to go build these actions and like do all these extra steps when before I could just quickly do it and that's my big complaint there were other things I was like okay this this makes sense but others I was like why why is it this complicated to get the variables of what was requested you have to you have to look up the variables and then you have to move them over from this side to this side and say that you want to use them in your flow yeah and before I didn't have to do all that I could just do current. variables. blah and now I can't do that nope yeah you can't do that it makes me sad I speaking of that there's uh just it's along the same lines I was inlow designer so I was in flow Des but I needed to script something and I still haven't fixed it I wrote it down and when you're in flow designer and you want to do that current variables whatever the equivalent is fdor data so flow designer data Dot and then you hit that dot key and you wait for it to like pull up your different actions and you could you can navigate that way well it wasn't working and so I'm like I don't know what to do the dot is not giving me the options and I can't do this without the options so that's funny I'm I'm I'm dependent in a different way than I'm dependent on Flow designer like you're dependent on business [Music] rules does that make sense back to workflow editor yeah like I can't do it without flow designer and you can't you can do it faster without flow designer yeah I guess that's what I'm saying yes do you need to go somewhere we over I'm sorry yeah I haven't meeting in like 10 minutes okay well we didn't decide our price threshold we could do it live right yeah do you want or you not want to do it live I can cut I don't care all right I just need your address well that I'm not giving out on the podcast no I'm not either unless someone wants to send me wine I uh they could probably figure out my address but um let's see oh God people have been chatting with me wow this this uh Focus mode actually works I know I love it it's my favorite because it suppresses everything I'm teaming you my address right now you still have mine or do I need to send it again I still have yours because I had to mail you something you mailed us me the stickers the stickers yeah so I'll just go I I know where that is so um okay dollar amount and theme we're not the only ones doing by this by the way service Ducks is doing something similar oh really but you thought of it before I heard them talk about it so I think we not that we're doesn't matter who's first but yeah we're not copying yeah um um theme I think we should do what I'm trying to figure out how to say it things that I think would help you with like your hobbies or your interests or like things that I just based on like what we talk about you know like running and turkeys and so outside of work stuff yes outside of work stuff like things that I know you're interested in all right I got some podcast to listen to whatever we talk all the time you gave it thumbs down what was that oh I didn't mean to I was doing this here I'll do the yay okay so theme is something that has to do with our life outside of work and a minimum maximum sorry I should say maximum of $50 $50 okay $50 I feel like that's a good amount 50 smackaroos and we need to mail it how long did those stickers take like two weeks not two weeks two days two days I think it was two days so if we have it by like next week like sent so that it gets by our podcast when's our podcast next week is it on Monday but on Monday yeah unless you like have a conflict well we can do Monday and then maybe just do a second one next week and we'll open it at the second one okay and that way we have an extra for the Christmas week because we're probably both out some during the holidays speaking I was going to try to do an extra win this week too like we can pile them on um it looks like Thursday afternoon you have a big old Gap I do snag one yeah this week yeah this week that's fine I figured we could Bank a couple cuz we got Christmas New Year's week and if we have a couple in the in the hopper as they say are you taking PTO yes I am I will have a couple days off they're not all in a row so I'll just look at your calendar do you put them on your calendar yes I haven't put on some of it though so all I ever see is like Dan and Chris say stuff on your calendar I'll do that after this okay so so we got our minimum I our maximum Hobbies outside of work I might just send you a case of wine be funny be funny it could be not funny oh I'll find something I will I will search the Tik toks oh we did order Mia is a bit of a picky eater but she'll always eat like chicken or Chien chicken nuggets and I saw emotional support nuggets that were little stuffed animals and so it's like a basket with like little individual nuggets in it so we got her that for Christmas one of support nuggets Isn no I I SN esnn jeez I don't know where I came from well I was just trying to figure out what you were trying to spell but I got it okay sweet this was fun happy new job Justin thank you thank you very much director of solutions appreciate that we'll see how this all shakes out it'll be great it'll be it'll be an adventure and I'm glad you're here with me on the adventure and I'm glad that I'm dealing with you and not potentially an external person yeah that was a big factor trust me so cool um look for an invite for tomorrow afternoon too I'm gonna send it over all right good ciao see you [Music] [Music] w