Kansas all right all right as more folks join um my name is mik sisin I am on the product marketing team for service now impact which this webinar uh is focused on today and uh we are going to get started right now and before we start I just want to go over a couple of housekeeping items first uh first of all I do need to mention this Safe Harbor notice 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 be relied upon in making purchasing decisions and also I want to mention today's session is a part of our live on service now series which is a created event series that connects you with service now experts and peers that can help you deploy your products and Achieve value faster so we do hope you join us again at another webinar or one of our 360 exchanges um you can see the schedule by scanning the QR code that you see on the screen or using the link in the chat that I believe is just on right now um also a few more housekeeping items before we begin uh I I would love for you to ask questions we will reserve a time at the end of the presentation for questions and answers or Q&A please use that Q&A feature within Zoom instead of the regular chat to ask questions throughout the session so it's really helpful because we can actually answer the questions directly uh in the Q&A and they're um they're kind of sequestered from the rest of the chat which can sometimes be a little bit distracting uh this session will also be recorded and shared on the service now Community after we're done um then third feel free to head over to that impact product Hub on the community anytime to engage with our experts ask questions see the latest Innovations and look for other upcoming events and finally look out for a survey following the session we would love to hear your thoughts on how it went so um I believe this is the uh time let's see what are we sharing right now oh right poll is after uh so perfect my name is m as I mentioned I've also got my colleague ER from Forester and Matt from service now on the call uh Eric and Matt I would love for both of you to just quickly say hi right now introduce yourselves before we bring you back on later for each of your segments um good day everyone it's Eric decide I am a senior consultant with Forester Consulting and uh I am actually coming to you guys from the South shff Boston today and Matt oh have we lost Matt I see him um Trisha if you want to just check on Matt maybe via teams or something else uh we will let him introduce himself when he gets back on so then now we have a poll question uh before we start we would love to ask you guys uh on the call how do you track the value you are receiving from service now um we've got a few different options here do you have formal metrics and dashboards do you just sometimes go with a gut feeling about the value you're receiving uh do you have manually generated reports or do you not have any good tracking mechanism in place at all would love to see what you're currently doing since tracking value is really at the heart of what impact does um so right now I'm seeing uh uh I'm not sure if you guys see the the live results but I do I'm seeing about 75% of respondents are saying we do not have good tracking Mech mechanisms in place for tracking the value of service now um fortunately I see 0% nobody is using gut feeling great that is 2024 nobody should be relying on gut feeling there is lots and lots of data out there and then roughly split between manually generated reports and formal metrics and dashboards as well um great results here so I think no formal uh sorry we don't have a good tracking me mechanism in place right now is the winner which is exactly why we're here today so I will just share that quick result and I think we will close out the poll um Trisha I will let you do that if that works oh no I think it's done perfect all right so the product we are talking about today is impact uh service now impact and it since it looks like a good number you don't actually have that tracking mechanism in place to track value from service now or if you're going off gutfield um which I hope you're not it is my pleasure to introduce you to service now impact today and before ER from Forester talks about the benefits of using impact that our customers have seen um let me just mention kind of what it is if you haven't heard about about it and explain a few things uh that are in it so impact is what we call a value acceleration Solution that's is designed to maximize your investment with service now it's built right on the now platform itself so it's we're kind of eating our own dog food here and it com brins predictive software but with human Ingenuity to keep your platform healthy and speed your time to Value it offers you personalize insights and recommendations gives you value tracking industry benchmarking best practices cont content learning and Technical Support all centralized in a beautiful experience designed for you you can think of it kind of as a one stof shop for everything that will help you have success with your service now implementation and adoption um with impact we think we've created a new category of software called value acceleration software um what does that mean exactly well it's well known that the large majority of software as a service Investments do fail to deliver a a good return on investment so we design design impact to accelerate the value you our customers can realize on your investments in service now by providing you with tools guidance and insights to meet your uh desired business outcomes and key parts of impact which Matt will be going over in his demo include integrated training um accelerators that will help you implement and adopt service now products and a platform health tool called instance Observer instance Observer is an observability tool that gives you rich data and insights on your in performance and health so impact is something that really never existed before to this degree in a single pain of class um at the end of the webinar after ER from Forester speaks Matt will do that quick impact product demo for those of you who haven't seen it yet and then we will close with time for Q&A um at this moment I will pass it over to Erich for um his uh explanation of how what the total economic impact of service now Forester study was and and what the results were thank you urge thank you maker thanks for that great overview uh good day everyone as I I'm excited to be here uh my name is er Desai which I said earlier and I am a consultant with the Foresters total economic impact team uh which is part of Forester Consulting um maybe move on to the disclosure slide makeup and um yep there we go so uh I was a lead consultant on the study and I collaborated with our analyst Julie Moore um along with uh the service now team before we get into the results of the study I do want to pause for some quick disclosures from our side uh these results that I'm sharing with you are an a bridged version of the full case study which was commissioned by service now and delivered by us uh I believe you can access it through the service now impact um website I'll leave that broadly um and I should mention that the customer names were provided by service now however service now was not on the calls when we conducted these interviews furthermore uh Forester maintained editorial control over the study um and while this was a collaborative effort there's no doubt service now could not change any of the metrics or the findings so having said that um what is the Tei next slide please ma um it is a total economic impact study companies have been coming to Forester for over a decade to get an independent confirmation of what they're hearing from the customers on the benefits uh and I think what's unique also is our studies go beyond the total cost of intership or quantification of benefits to share the Journey of the customers and what we call the voice of the customer um in terms of process um so again I'm not going to try and make everyone an expert on the Tei process but it's important to understand how we went about doing this uh we start by doing a little bit of due diligence with um service now in this case um and and the impact product uh and that gets us ready for the customer interviews in this case we ended up interviewing seven organizations using impact with seven different decision makers um and from the interviews we developed a financial model for what is called a representative organization or composite organization um and our analyst Julie actually played a critical role in the customer uh interviews the modeling review and the study review um so let's talk about who we interviewed on the next slide please um as I mentioned there were seven so these are the first first four organizations they're of course anonymized uh that's part of the agreement that we have with them uh I guess the things that I would point out are there was a bread of Industries uh covered so we we're not surprised to see that because that's what service now does uh you will note that these are relatively medium to larger organizations revenues going from just about two billion to 100 billion employees ranging from 4,500 to 750,000 so obviously uh both service now products and the impact solution scales for a wide range of organization sl size and um five of the interviewed organizations were using the advanced option of impact while two were using the total and thank you ma uh these final three organizations um uh basically um just show show again additionally all the geographies that were covered the individuals if you sort of looked at the first slide and the next uh ranged from service not platform owners to senior level Enterprise Services directors uh most with Hands-On managerial experience with service now platform um and it's noteworthy of course to point out that each of these organizations was using multiple products uh from service now or and unfortunately I'm going to use a word product and application interchangeably I know that in the service now world because there are applications developed Within products that may sound confusing but when I use application I'm going to be referring to specific products like uh examples being uh itsm Etc okay let's start with uh one of the quotes and as I say this is the sort of voice of the customer that's uh sprinkled throughout the Tei study this one is from one of the leading providers of computing technology um I'm not going to read it but basically given the amount of scale impact pays back twice what we invested it so that's pretty strong and solid endorsement um so one of the things we go about in the study next slide please uh is sort of try and understand the prior environment uh we we go through this sort of customer Journey what were you doing before and what are you doing now now of course uh in this case they did not choose from a competitive solution to come here this is existing service now users who might have had their most likely all of them had the prior service's product um but this is different right as mik explained it's a value acceleration platform so um but this was more about how um these these customers could get more value from their overall service not platform um you can see the four main bullets here but for me the accompanying quote um gets to the Crux of the issue close the value Gap taking full advantage of existing capabilities um and next slide please so I touched upon this notion um of this composite organization it's not an average of the companies we interviewed it's a representative organization that would help us sort of profile the benefits that are crew and then it's up to the reader yourself and the audience here to be able to sort of scale uh to what your organization may be so for the purposes of this study we constructed a composite that is a b Global B2B organization with 4 billion in annual revenue and 20,000 employees that gives us a base of sort of being able to say okay what are the benefits that we can quantify we made some assumptions about the Staffing that would support the platform and the developers building applications on the N platform uh service now platform um I it's important to note here that these professionals that we Quantified here would not be exclusively utilized uh for service now platform they would have other roles as well um and one of the things that um I would note in building the model that uh we like to do is basically say okay when you adopt impact uh or a new product this we this is not from the interviews it's much a Forester assumption you're not going to get the full value in the first year so it's 80% in the first year 90% in the second year and 100% by year three so that way that's sort of a way for us to couch how the benefits build up um in terms of some of the other key assumptions we made to build a financial model we created a narrative right after all this is a study but then when we're building the model there has to be this composite and there's a story with the composite and the narrative is that the composite has been using itm already uh coming into year one they start using itom uh not not start deploying but using it um coming into year 2 app engine and year three hrsd so I we picked some applications plat uh products um it could be others but this was just sort of build the story um and the the other assumption we said is the value realized across the Enterprise and across this composite specifically um from each service sty product uh is about $2.5 million do per year for a 20,000 person organiz ization uh we base this not out of just sort of guessing but uh on numbers that we have uh at Forester uh come up with in Prior Tei studies um actually much larger numbers uh we scaled it to the size of the composite and we scaled it back by 40% to be conservative so um just want to mention that there is some historical basis based on study that we've done on individual products from service now in the past another assumption is that each new major upgrade and we believe that uh there may many up but there are two major upgrades a year um that each new major upgrade um deployed by the composite results in an incremental 7% of U annual platform value off that 2.5 million so again that's based on prior studies so before I discuss the key findings another quote from a customer who is one of the top three customers of service now actually uh what is the price tag for Less disruption to our business and you know it's it's things like that that sort of resonate and say okay some large customers are relying heavily on uh and have found Great Value from Impact okay the next slide is where I'd like to just sort of talk about so we identified four major benefits in the Tei studies that we Quantified for the composite uh so beyond the ROI and the dollar values of the benefits uh which may seem abstract are sort of the metrics the efficiency and productivity metrics that drive the dollar values and as you read the report you will likely find that these metrics are things that you can use to better relate to your Port particular organization so for example impact drives fast time to value for uh now I'm sorry for new service Now Products 20% higher compared to without impact I used impact twice in that sentence um with impact you're able to extract 24% more value out of your overall service now platform by year three and employee productivity end user productivity improves by north of 11% impact the operations team supporting the service now platform can generate cost Savings of more than 12% um so I think these are in terms of the percentag all metrics that you can take home with you and uh whether you want to say well okay well this is a u 20,000 person firm and we're 100,000 person firm maybe we need to scale it you're welcome to try and scale it but I think the percentag is probably still pan out um before we go to the U analysis of the benefits I'm doing well on time M I think so um from a regional health care services provider um we get more value out of what we already have accelerating our initiatives and making them actionable um so now let's talk about the first benefit benefit a in our model um so the first Quantified benefit is how much incremental value is extracted when one deploys a new service Out product um during the first year of deployment because we've already said we're going to make a case for extracting value throughout so this is about the first year for a new product uh before incorporating impact there was generally a longer learning curve for users largely due to limited internal Resources with the capabilities of impact and the squad that comes with it interviewers were able to deliver Solutions faster uh this is encapsulated by the quotes says we're 15 to 20% faster than we were prior to impact um next slide please uh I am rest assured I'm not going to go through the spreadsheets and this one or the other ones in detail you probably cannot even read it but let me try and sort of break it down into assumptions and metrics you recall the met the assumption that the value extracted from any service Now application is 2 and A5 million per year so we extend that to saying okay that's also applicable for the first year H and we only include that value realized um in the first year so even though there this composite adds a new application or product each year we're only taking that first year value so we're not double counting right you see two two and a half million each year and the key metric as noted earlier is that impact customers told us interviews told us impact enables 21% faster time to value for new applications now you know that wasn't one numbered people gave so people gave us ranges we came up with sort of an average um and then A3 adjusts for the effectiveness ramp I again don't want to get too much in the weeds here um for the composite therefore um that adds one new service now product each year uh to a total of four by year three this benefit yields just under 1 million in present value now again the 1 million in present value probably doesn't mean too much but I'm just trying to give you a little bit of perspective relating back to the metrics that matter what would 21% faster time to value for each new product mean for your organization so we talk rical question um so next benefit B um so the second benefit we Quantified was and it was the largest in terms of dollars is about how much more value is extracted from the overall service now platform so before incorporating impact organizations were challenged with the complexity of their overall platform uh with an accumulation of unused or underutilized capabilities some might call it Tech debt some may not like to use that term but basically repeated conversations in those interviews were like uh we have all this stuff and we don't really utilize it fully uh with impact and the squad again I'm kind not trying to distinguish them um interviewees have access to training best practices experts people who are actually going to be able to say this is what we've seen with other customers sort of being able to relay that uh knowledge um and this is sort of echoed in the quote absolutely seeing 20% or more value from Impact so as I dive down into this benefit in the next slide uh using the same assumption that the value extracted for any service Now application is two and a half million each year uh but now we're looking at the overall platform so it's cumulative uh but we don't include the first year so for example when whatever I was I I itom comes in we already accounted for the first year of itom in year one we included now year two and year three only again we just don't want to um overstate the benefit and the key metric again is that impact enables users customers to extract more value from the platform um for the composite that ends up with four products by year three this benefit is over $2 million in present value relating back to the metrics that matter what would extracting 24% more value from your installed service now platform mean for your business um on to benefit oh no it's a quote so I'll apologize I might have overdone it with the quotes that I've included because they're also in the study but as I noted earlier the Tei does aim to bring out the voice of the customer um this one is from the Enterprise platform leader for state government that has basically deployed service now and impact across all their agencies for example tons of value enables us to sustain the health of our service now platform which is a great segue into the next benefit uh the third benefit is about improved end user productivity as opposed to the support team which will be the final benefit so before impact productivity for end users was challenged by longer upgrade cycles and platform Health as part of the impact package I think for any one of the options Ma and team can correct me if I'm wrong the sla's I think they great gradiate but um the slas for P1 incidents improved reducing mttr by 35% so just for P1 incidents we didn't go into P2 and P3 we just said okay these are priority incidents um customers told us because of the promised slas they were able to reduce mttr by 35% um also the interviews who were typically doing one maybe two major upgrades a year partly because of the time it took to test do regression testing and then deploy these upgrades they were only doing one a year so there was a bunch of them only doing one a year um we were able to see the upgrade time reduced by nearly 60% with impact now that sounds like a lot it doesn't quantify into as big just because that happens over a short period of the year but nonetheless worthy of mentioning because a number of interviewed customers mentioned it uh you know the accompanying Court states that the improved slas across all priority levels was one of the reasons one of the top three European Regional Banks signed up for impact so if I go into the next uh the sort of breakdown of this the first there this is even more comp uh many more lines of uh Excel uh the first section deals with the productivity update for end users for major product upgrades even though there's this as I said big reduction percentage the overall dollar impact is small because we modeled one upgrade a year going to two upgrades a year uh the productivity impact on faster P1 response times is the larger or the meaningful um value of this benefit combining these we basically arrive at the key metric that of nearly 12% productivity Improvement for end users due to impact that's pretty good um and then finally benefit D um so this is this speaks to the produc gains for the support staff uh the staff supporting the service now platform before impact these organizations were having to use fairly well-compensated it Ops and devops Professionals for maintaining and developing uh applications on the service now platform I mean one of the things I heard from uh speaking to these professionals was uh these are among the most hardto hire and expensive professionals um so as noted in the quote and reiterated by several interviewees the 15 to 20% cost reduction uh is not from reducing staff but by redeploying them for higher value added work this is not a way for a CFO or a bean counter to say let me uh do a a reduction in force this is to basically say uh let's deploy this uh expensive and valuable Workforce to do better stuff um that was my formal um let me explain this um One One More Level deeper makeup um so in the interest of time I'm going to summarize the two components here right the first is what we spoke about the ability do to do more with less basically impact lowers the cost of platform support FTE by more than 12% by year three the second which happens to be a smaller component but deals with the productivity of the support staff for major upgrade testing and deployment as I mentioned earlier and with that to the next slide um you know in the interest of time you skipped over I really urge you to look at the study because it does have a whole page that talks about the voice of the customer it also has um unquantified benefits that we were not able to quantify that are still important and uh oh link to the study somebody will provide that so uh in terms of wrapping up my section we will continue to invest in Impact going forward as it continues to provide value for us seems like a fair deal and with that I shall turn it over to Matt honk all right thank you so much Eric apologies everyone earlier I had a very well-timed power outage uh but I made it I'm here hello everyone I'm Matt Hong a product manager here at service now and I'm really excited today to share a quick demo of impact uh first let me introduce you to a fictitious company that we set up for this demo scale now they're a global logistics company led by their CIO Lara POI the CIO has a new initiative focusing on transforming the customer experience as well as increasing employee productivity this initiative is supported by her platform owner Jackie Gutierrez and so we're going to take a look at how she uses impact to successfully execute on Lara's Vision so see if we can see everyone should be able to see the screen now but Jackie starts her day at the impact homepage which is what we're looking at right here this is a single pane of glass for personalized value acceleration at the very top she reviews The Key activities and deliverable that need her immediate attention scrolling down further she reviews the business objectives and initiatives that are going to support her value Journey she notices this one on the very bottom here which is increasing employee productivity exactly what the CIO is looking towards this will be a big goal for the company that will require all Hands-On deck and includes an array of service now products from the itm HR Sam and more scrolling down further Jackie can also R her impact entitlements aside from helping manage her value Journey impact also includes valuable resources like advisory sessions which are expert-led workshops where Jackie can ask service now technical experts on best practices to achieve their goals accelerators which are fixed scope offerings to help accelerate the service now Journey such as design reviews or maturity assessments as well as learning credits to help Jackie receive tailored guidance skills and expertise at the right time it looks like she has a handful of learning credits that are expiring soon and these can be used for certifications and courses to help upskill her team on the service now platform the impact homepage also includes personalized recommendations for Jackie including training to amplify her expertise as a platform owner service now impact leverages AI to provide future guidance here so all the activity that Jackie takes on the platform will train the personalization engine to further refine future recommendations for her as we scroll back up towards the top on the right hand side here Jackie can also get a quick snapshot into the status of all her recommended service now capabilities that will accelerate her company's path to Value this is across all the products that her company has purchased on the top here platform health is also top of mind for platform owners such as Jackie with a healthy platform she can push Innovation to her users with confidence right from the home homepage Jackie can monitor whoops sorry she can monitor her instance health so she can see those key metrics and track Trends across all the instances that she currently manages if she needs any support or has any specific questions she can initiate a conversation with her impact Squad to quickly receive the support that she needs she has access to this entire impact Squad these are Technical and success experts from service now that will help guide her through her service now Journey lastly on the top right here on the homepage Jacka reviews the impact Foundation section this is what makes impact such an exciting value proposition for our clients we've analyzed thousands of customer engagements which enable us to create this step-by-step operating system that you see here that helps customers deliver maximum value in the shortest time possible with impact foundations Jackie knows where her company is in the value Journey now that Jackie has a good sense as to how her service now journey is going it's time to get to work she's first going to head into the capabilities map to see the service now products that her company owns and the status of them for the first time ever Jackie has a clear view into all of her service now entitlements across different products she specifically can see what has been adopted and is in use what's being currently being implemented what's not yet been adopted or is in planning this will help her identify new capabilities that will further support the cio's vision as you can see her company owns lots of different service Now Products across different functions such as Creator Creator workflows technology workflows Jackie knows that itsm is going to be a big part of her personal initiative but there's still a lot of unknowns for her for example what metrics should she use to measure her success that's where value blueprints come in value blueprints are a tried and tested methodology to understand track and measure what customer cers want to achieve in the self-service experience Jackie can select the service now products that she owns for example in this case itsm just give this one second here refresh there we go for example itsm we click save and continue impact will then recommend business objectives operational outcomes and success metrics tied to these products she can handpick any of these like for example this one on optimizing incident contact channels which she knows is a top of mind for her CIO you can easily select and choose the metrics that you see here it's been a few months so we're going to fast forward a little bit and the team has been hard at work let's check in and see how they can track their PR progress with business kpis through impact Jackie can easily see their kpis for their business objectives she has this single view into all the me metrics she is currently measuring split SPL up that by those business objectives on the top here let's take a look at increased employee productivity as we can see here they have two outcomes that they're currently tracking for reducing D disruption from incidents by duration as well as by volume she can quickly review what products are associated with each one of these outcomes as well as the goal and how the company is fairing for this quarter to dig in deeper she can also look at the overall trend over time and sees that she's re they are reaching their goals for this outcome now what if Jackie wanted to see how specific product like atsm was performing well that's what business value is for so Jackie dives into a value report for the product that she owns so for example in this case itsm we can take a look here and it seems with their investment in itsm Jackie's company has generated over $5 million in value across these three business objectives that we see here from here we can break this down by initiative to see exactly how the business value is calculated you can see those same outcomes pop up right here Jackie gives herself a round of applause and is ready to share Kudos with the rest of the team for the great work towards this objective now this is just a quick sneak peek into how Jackie and platform owners of the world's top companies are leveraging service now impact today to accelerate their time to value and increase their overall Roi from their investment in service now so we do host these monthly uh webinars um be sure to register for our next one that you're going to be able to find using the QR code on the left here second if you have not already heard about it service now has a uh customer event it is our Flagship event every year in May in typically in Las Vegas like it is this year May 7th to 9th we would love for you to join us there um click on or just um scan to this QR code to go to the link where you can find out more information about it and and then finally we would love it if you join the impact community on the service now Community that's where you're going to find today's recording as well as upcoming events you can ask questions and engage on the impact Community Forum at that link in that QR code oh before we go if you oh funny I can't seem to get this uh stay on this correct screen here I'm trying I'm trying to show the uh the impact sorry the the T never mind the the knowledge slide however it is forcing me to go to the last one for knowledge information please go to that previous uh link that you saw here in the middle for knowledge for some reason I can't get the knowledge slide to show up but thank you so much for joining our webinar today we do hope that you um enjoyed the content got some value out of it and are able to share um the information that you learn with other folks in your organization so thanks as well to Erich and to Matt for their participation today really really wonderful demo mat and super um uh useful and detailed um presentation from Eric so thank you so much to Forester thanks to all of you for joining us today and I hope you guys have a great day take care byebye thanks all