good morning everybody and welcome to our Digital Services Forum today we're going to talk about strategic planning and service now and we have a couple of guest speakers and we'll look at it from both sides so this is actually the perfect meeting the intention of the Digital Services Forum was to have part of the meeting with customer perspectives and part of the meeting with u service now perspectives so more of a an academic side and then more of a practical usage side so we're gonna have both of those perspectives today on strategic planning all right so if today is your first time go ahead and and post your name in the chat we we definitely want an active chat here because that's really the community interaction we always have you know a lot of people posting things in there as we go or getting ideas so just use the chat as a brain dump but if it's your first time especially make sure you introduce yourself tell everybody in the group where you're from and that will be useful so we can see who's on the call what I will post inside as we uh we go you'll see in the chat that I'll post this link to our community which will bring you to a page which will give you everything on the community so there's basically four main pieces that you w to look at one is our sign up for future sessions another one will be to download all the presentation material that's shared by our presenters um or even sometimes we even have code and then there'll be previous videos on there so you can go back to any of these sessions that we've had you're able to go back there and and see those sessions so that will all be listed on this one link so you don't have to jump to a bunch of different places to get to all our resources like I said I'll post that in the chat so agenda for today I'm gonna we're going to jump right in to content and I'm GNA hand it off to Tina Tina comes from WGU and she's going to start with how they're using strategic planning Works Space and then I'm going to hand it off to sand deep I have one thing to do I just want to launch a um so as Tina introduces herself um I will go ahead and just do this quick poll um just to see is and then and I'll hand it off to you T9 if you want to make any comments on the poll or anything like that but we'll get an idea of if you're talking to people who have never seen this before or people that um seen a little bit or are using it so this way we'll get a good sense that so I'll just leave it open for another couple seconds and this way we should have all our guests in before you start talking to you sure that'll be helpful I'm going to talk about wgu's Journey with SPM capabilities in including spw and then sand deep will give a demo of how to use it so I I'll show you a little bit about it but he can give a better demo than I can anyway so all right so I'll end the poll here and see if you want to to comment on it do you see the results there yes that might help you too sandep just to understand the people that are on and they're familiarity definitely I took a screenshot John okay excellent and there's I'll let people in but um I'll hand it off to you Tina to get us kicked off okay sounds good let me go ahead and share my screen all right okay so my name is Tina Watson and I am the service now platform owner at Western Governor's University I've been at WG for two years I've worked with service now for 12 years so I also worked at uh two different GE businesses and at DTE Energy so I have a lot of experience with the platform we had also implemented SPM in my last job as well so just a brief bit about WGU um Western Governor's University is actually the largest university in the country by student enrollment we are 100% on online and we're a bit different than other universities we're Competency Based and we target underserved populations so the tuition is a lot less it's online only um so if you hadn't heard of WGU that's just a brief bit about us I think we actually are up to 150,000 students currently enrolled so um and then also just briefly WGU has had service now for since 2012 um I came I like I said I joined in 2022 and whoops and um we one of the things we did in 2022 is to implement a cmdb we had been using the itsm capabilities for years but it's very common in the education space for people to not had a cmdb so we've been standing that up and I'm looking forward to that being fully mature and being able to marry that to the things that we're doing in SPM um that's on our road map and then we started using SPM within my team in 2022 and we've done a university-wide roll out of SPM um since then so WGU has embraced SPM in a big way we're using it across the university to manage all capital projects and requests so um my team started with a pilot and I'm going to digress briefly on that we had John sple come in and conduct a leap assessment for us and if you aren't familiar with the leap The Architects can post things about that in the chat um but basically these are slid that came from our leap recommendation and what had happened in that is that John came in and first he interviewed a couple of our VPS to identify what strategic imperatives we had then he conducted a series of workshops with managers and directors to understand what our business challenges were in each one of those and then from that he created a a suggested road map with a list of things to do for each one of these imperatives so it was about a two or three months process service now doesn't charge for that ask for your account manager I highly recommend it but when John gave this to us this was an overwhelming amount of information I couldn't keep it all straight in my head at once so what I chose to do is to take each one of his recommendations and create a demand in service now and then we could use SP we could use demand management and um spw to be able to process the recommendations that he gave us and come up with an Integra integrated road map the other benefit that that had is that it gave my team hands-on experience I have a service now team that has about eight people on it um six developers and a VA and architect and um it gave us a chance to get our hands in and understand how to use the tool before our stakeholders did and that was really helpful um so it it was a good way to get our team started this is what strategic planning workspace looks like um and I used this a couple of ways one of them you can see that some of the things that are this is all of the demands and all of the projects um that we're displaying on our road map like I said sandep will go do a deeper dive demo of how this works this is just how we're using it so um I've actually got some filters on for a reason um one of the things that I can do with this is we can rearrange things and drag things around based on what our road map should look like and which capabilities we want to implement when but I also have a governance board we created a governance board after I started for the platform and at WGU I have six vice presidents that are on my governance board so when I go in to meet with my governance board I use spw to say here's the road map for this platform but I don't necessarily need them to see every single demand there's some things that are lower level details that are just not important to be discussed at that level so I've created some filters to be able to filter things out so I have a view of um my road map that I use with my team that's the full whole set of things that I'm doing in a different view that I take to my executive leadership that shows only the ones that I really want their input on so that I can use it as a sanity check to say this is you know we're going to implement software Asset Management next do you think that should come ahead of these things or should something else get moved in first so um so we found and it also then with that audience showcases what the tool can do so the first time I went in with this to my VP board I got a great reaction to them seeing this road map in the tool and what the tool is capable of doing so like I said I'm not going to go into a lot more of these pieces because sandep will do that currently my team uses the plan the prioritization and the road mapping um service now has added capacity planning we're just starting a pilot of capacity planning we do use Resource Management um in in our it organization um we've played around a little bit with scoring we currently not using the scoring capabilities and we're just starting a pilot to use goals so so we're not fully leveraging everything that the tool is POS capable of yet um then we started last January in January of 20123 we started our business-wide roll out of all of the Strategic portfolio management capabilities um this is the platform for all projects and demand management at WGU which helps quite a bit we have one intake process that fans out to multiple organizations and I'm going to show that on the next slide um so people will submit something through our intake process and our portfolio managers there's different demand managers depending on what part of the business they're in will review the intake and where it's appropriate they'll end up converting these demands to projects um another thing that we've done because that speaks well to all the projects and initiatives that we have but we also I'm part of a service now team here is part of our operational teams that support infrastructure and so on so we also set up programs for our operational teams so that it fits in the whole framework and when our leadership are looking at things like Resource Management it includes all the resources not just project related work um this is we created a catalog item in the service catalog to do our project intake in in SPN capabilities the the way that it's designed and service now is you start with an idea people submit ideas the ideas may be converted to a demand the demands may be converted to projects or epics we chose not to use idea mostly because idea is is a suggestion box but it was too simplistic we wanted more information to be able to use to Route the the thing so we we created a catalog item instead and we don't use idea in a previous discussion I had had with somebody they wanted to see our intap form so I've included a screenshot of this and we created a custom field that's called initiative type you can see that on this form everything and we've we've added that field to our demands on our projects that determines which portfolio manager is going to be screening this initiative our portfolios we structured WGU doesn't have multiple companies like say a GE so at the company level we have one company and we've created our portfolios are pretty much organizational each VP area has portfolios at WGU so the way that we Channel our work isn't necessarily by portfolio it's more by this initiative type that we created um and then edtech is the it organization so if you choose edte we have quick wins so it doesn't go through our full annual planning cycle um and again this form will this form will create a demand that gets routed to one of our um project product managers or portfolio managers um this is the life cycle of demand I'm not going to step through all of the steps but we have different approval steps at various stages people will submit a request this is one that our academic organization put together so this is the flow for the AC we have I have three main stakeholder groups that use this capability one of them is is edtech and it one of them is our CFO organization and one of them is our academic organization so all of them are using this capability here this is something the academic site had put together so so there's a series of steps that we go through but the thing that I wanted to emphasize in terms of Road mapping is that when we're in the demand cycle this this part in the middle when we're evaluating these demands and trying to decide what we're going to do and when we're going to do it that's where spw is most useful for us when we get into the project phase where we're executing program workbench and investment portal are more useful in those stages SP spws it is a planning tool not an actuals tool um that was a bit of a surprise when we first started using it but it makes sense um so then the ex I I included a couple screenshots just to give you an idea to compare to spw in the execution phase program workbench is on the left so I can look at that and for our training department these are all of their projects I can see their timelines and their status on their timelines an investment poro we we actually aren't there's a couple of numbers in here but we aren't using financials yet in the platform because we our workday is our financial system we need to build an integration to workday so that our actuals are coming from workday um so the numbers part doesn't isn't very we're not using that yet in the investment portal but what I like about it is you can see that for the infrastructure portfolio you can see all of the projects so the the one in the left is by program the one on the right is by portfolio so you can see all of the programs in their timelines and their status in that so those come into play more when we're in the execution stage than spw which is in the planning stage this is our structure that we have and this is going to feed nicely into the demo Sand's going to show you with one of the lenses so our company is WGU we just have one company here our strategic priorities are the things that come from our WGU 5-year plan so those are the priorities across the University then different teams May create initiative to support those priorities and then underneath that they may have strategic pro programs and strategic projects so um so so that's the way that we're leveraging these capabilities and that I mentioned we had added the initiative type as is to our our demands and and projects oops didn't mean to do that um so so that we can use that to to Route things um and I have not watching the chat um John are there questions I should answer before I hand this off to sandep I think you're good for now Tina we'll uh we'll open it up for questions at the end and okay okay and with that that's an overview of spm's of of wgu's Journey and I'm going to turn it over to sand deep to give you a demo all right thanks Tina that was a great presentation I'm going to start sharing my screen well we do have one question Tina um what was the previous tool um we had share some insights on how some of our teams were using smart sheet some people used Excel we did not have one standard okay if I find more later I'll I'll ask at the end sure all right uh hello everyone my name is sandip I'm from SPM inbound product management team I specifically lead the strategic planning workspace U I've seen the poll in the beginning I've seen that almost half the users are kind of still U unaware about SPM so I'll briefly talk about SPM overall and then I'll jump into what Tina has demonstrated and how to do that in the tool so uh before we talk about the product I want to uh talk about this Forester uh research that came in 2023 and they've categorized the organizations into three buckets and uh most of the organizations 59% of the organizations are kind of still working in traditional mode in fact a lot of our customers also have been doing projects programs portfolios from several years and typically in this traditional mode people work towards delivering work delivering projects features Etc it's it's more the the mindset and the way people function is by delivering work we have 38% of the organizations who kind of currently in the modern space where people think about outcome based planning where you are working towards delivering outcomes rather than outputs and we have a lot of customers currently adopting okrs okrs is still a very uh complex uh subject for a lot of our customers because they all know the value of it but then to bring in that culture into the organization to practice okrs is not very easy so it's a time-taking process to get to that maturity so we have like 38% of the organizations currently adopting okrs which are helping them to think in terms of outcomes and in the future fit they see only 3% of the organizations are currently in uh future fit who have very systemic okrs defined every work they do from top to bottom aligns to the Strategic priorities that is set by the executive Management in fact some of the organizations are also thinking in terms of value stream management where your thought process your planning everything kind of shifts shifts towards uh delivering value to our customers by seeing everything that is happening in the company as part of something that is going to deliver uh value to a customer as you see they have system okrs keeping this in mind our product also is going to help you to move towards the future fit Journey where you will be able to Define your okrs think in terms of defining value streams and then provide value to your customers uh to uh summarize what SPM is it is going to help you deliver the business outcomes with confidence by aligning all your work on a single platform so it's going to help you to strategize the work deliberate continuously plan iterate by keeping customer in the center of all this journey so uh I want to like cover all the areas that SPM touches on the platform again as I said it's going to help you deliver value to your customers by providing end to-end visibility and insight from strategizing so while in the strategy phase your executive management comes up with strategic priorities depending on which all your organization hits they create goals and okrs for everybody in the company depending on the goals people in different organizations they come up with their strategy road maps you fund them and another input to this is also uh from it especially the Enterprise architect Persona who manages business capabilities and applications they also want to align with the strategy of the company so so far typically these are connected they are in their own it or but the SPM now helps you to connect Enterprise architect also to the strategy of the company another input to the strategy and strategic road maps is the intake that you get from your business internal stakeholders external stakeholders all the demand the feedback that you receive from your products from your digital portfolio everything also be becomes part of your strategy once you have your strategic road maps you want to plan them you want to do your Pi planning with all your agile teams continuous planning and delivery so our EAP product helps you to do that uh we also have uh as I said we help both traditional companies as well as hybrid companies and companies who are purely product we also do project management demand management so you can either execute in the form of a project or in agile methodology once you execute you deliver the product you do the maintenance you service your customers you get feedback on how you are performing through the metrics and then that's how you realize the benefits and again that benefits become input to your strategy to iterate your plans change your direction and then move forward this is how SPM helps you to uh manage oh sorry yeah to ideate plan prioritize road map execute uh close the feedback loop again and come come back to your strategy replan I will now shift to the product and show you how we're going to do that let me see if there are any questions I think we're good right now all right cool so I will also uh demo from the same end to end journey of the personas uh who will be involved in in doing these Act activities uh so I'll first start with the feedback module uh this is the intake phase I would say before even you plan anything you do anything you actually look at your intake which is your all your demands or ideas requests feedback from your business stakeholders internal external right uh this is primarily for a product manager kind of persona sorry any question okay uh this is primarily for a product manager persona but it applies to any portfolio manager or even for that matter even an entprise architect who whoever is owning and managing a certain asset and an asset can be a product a business application business capability service it can be anything so if you think about a day in the life of a product manager they work with multiple stakeholders you know they primary customers external stakeholders right and internally they work with support team outbound folks people who are helping their customers Partners uh and anybody who is enabling the GTM and they get feedback constantly customers keep sending uh uh feedback something is not working well gaps in the product Etc sometimes they get this feedback through email uh product managers or portfolio managers tend to have this track this in Exel sheets one note multiple channels they also even get messages on teams or slack So currently if you see there are uh different channels the information is quite distributed uh so we build this new model called feedback to eliminate all that data laws and then multiple channels this is one Central repository that brings in all the data from various channels into one place uh let me show you this for a moment I'm going to use a different one of the things I learned when sandep showed me this demo previously is that when I sent him an email he converts it into a customer feedback and stores it in service now so on that graph you were showing you can see that we've sent some different he's got some feedback he can filter by WGU and see just the feedback from us so here yeah so this is yes I'm going to show that Tina so this is one Central repository where I as a product manager can see all the feedback from the stakeholders uh like it could be a customer meeting from social media email or even manual uh feedback that I can enter I can click on this button and quickly enter uh feedback right here when I whenever I'm talking to one of my stakeholders right and we've also integrated with idea portal out of the box so any idea that is posted by your customers in the idea portal will come in as a feedback record here so you as a product manager or a person who is owning and managing an asset you don't have to go through multiple channels you can come here to one place and go through all your feedback now you have a bunch of feedback here how do you manage it right you will review them from time to time uh but once the feedback becomes really huge it becomes really uh it kind of becomes impractical for you to read everything so we've also built a dashboard for you to help you to kind of accelerate your uh an analysis of your feedback and and then quickly uh discover your problems right so this dashboard surfaces up the top tags in your feedback count who are the top customers who is giving you feedback what is the sentiment overall within your feedback for any month or overall for that matter how much negative feedback you have positive and neutral feedback right and then once you have your feedback you also want to tie it to your epics or demands or projects the work that you're doing so that the execution teams who are executing this work they'll know why they're doing that uh work so you'll kind of attach some meaning to the work that you're doing and people will also understand this is the reason why we have to do this either you can link to an existing epic or create a new epic out of this and then move it forward U sometimes you are not ready to executed as an epic or a project right away in which case you will create a new product idea out of the feedback back one thing I want you to note this product idea is different to the idea on the idea portal so the product idea you can consider it as a very lightweight demand especially in the product World in agile world people don't want to have a heavy governance Pro process around building something new so if you quickly want to create a product idea put some business case and send it to your management to get some approvals so in which case you can associate bunch of feedback and then create create a new product idea so that all your feedback is Handy for you when this product idea is promoted to either an epic or a project or any execution item so this uh product idea module will give you the full uh list of all the ideas that you have so this is how I kind of talk about product ideas is basically your wish list of items that you want to do a lot of it is input from your stakeholders but then you as an Enterprise architect or a portfolio manager or a product manager you also know that these are the things that I need to do these are the gaps in my product my competitor product does so and so so you can also just uh add items to your product idea and this will be one big wish list of items so this feedback and product ideas can help you kind of manage your intake this is all your list of items so if you see feedback is like much larger funnel at the top and then product ideas is like narrowing down to things that you really think you should do now you have your full backlog you will now come and plan your portfolio plans right uh to build portfolio plans uh we have introduced something called lenses again in a company there are several personas and every personas look at work differently and their planning processes also differ right for example somebody who works at uh at let's say for a business unit or a department like a delivery manager they look at their work work here is demands projects epics you can also Define anything else as a custom planning item and that comes as work let's say you do enhancements or let's say you do features that also can come here uh for example a delivery manager looks at their work from a department perspective or from a bu perspective they want to plan their work from from that lens right let's say you have a product org in your organization product managers typically look at the work from a product perspective I own SPM product likewise somebody owns itm or let's say in in company called Google somebody is working on Google pixel phone they want to plan their work through uh that product model likewise let's say I'm an Enterprise architect I manage business capabilities business applications I I also want to plan my work either through applications or capabilities this is a new lens we've just introduced outof The Box lens which is going to help the business uh Enterprise architect Persona to do plan the work I'll also show you how we have the interaction between Enterprise architect workspace and this uh likewise we've introduced multiple lenses and this is another lens that I want to talk about strategic Investments where Tina was showing how they came up with the Strategic priorities for WGU and out of strategic priorities they created a bunch of initiatives and strategic programs and they tie the work so strategic priority is something that is usually set by the executive management at the top they come up with typically handful of like three or five strategic priorities some people also call them big rocks right and that those are basically your not star for every year everybody in the company has to think about those strategic priorities whenever they are thinking of doing something new based on strategic priorities one would create initiatives initiatives are typically long-term one year or more and then to manage those initiatives you know they create smaller strategic programs and then work is tied to them so typically epmo kind of persona Enterprise pmo kind of persona uses a lens like this now let me go back and show you how a portfolio plan looks like so if I open any portfolio plan uh and you can use any lens if out of the box lenses won't work for you you can create your lens or modify existing lens as well so as a portfolio manager or a product manager or even an Enterprise architect when I come into this portfolio plan I can see all my work under prioritization tab so this is basically your backlog of all the work and here you can see any type of work because we support hybrid organizations who does Project work Demand work or even epics for that matter so you can see epics projects demands all together in one backlog you can prioritize them as you review and prioritize them you look at the goal alignment again as I said uh we as SPM help our customers to align with your strategy and then work towards your business outcomes so you can plan you can align all your work to your primary goals and you can see what goals you planning for and then what work is being done under each goal we also have a dedicated goals module where you'll be able to plan your goals for your entire uh for whichever portfolio you designing let's say uh for this company my three goals are happy employees Inspire customers leader in our industry I create goals I also Define targets and then I associate work I can associate work from here or when from my backlog I directly associate work from here so let's say here I see that a lot of my work is associated to goals but at the same time I see 83 items have no goals so this is how I make sure to go and update my goal alignment to the work and I will not take up any work that isn't really achieving any goal for me also depending on the goal alignment I want to prioritize the work which are helping me uh which are contributing in helping me achieve the goals that I'm more interested in because you also have priority for your goals once you have your backlog you prioritize them you can stack rank them because you know you always have a lot of work to do but then you can only do so much you always have limited budget limited people some timelines to meet some Milestones to meet so you can stack rank them so again to help uh the planning personas to rank the items we introduced scoring module where we have uh introduced out of three outof thee boox scoring Frameworks called rice V wsjf which is very widely used in safe environments and value versus effort uh three outof thee boox scoring Frameworks you will be able to modify these Frameworks and create new ones because we also realize every organization prioritizes work differently they think of work differently for example here for your backlog you have rice framework you can see for every investment typically the planning Persona collaborates with their stakeholders and come up with reach reach is how many customers this is going to impact let's say this investment I'll say 50 customers and what is the impact is it really going to improve the productivity is it going to increase my customer satisfaction rate how confident am I about my estimates uh typically when I have data about my estimates I'll give confidence as high but then if I don't have enough data to back up my estimates it's from Intuition or my experience my confidence will be low you take effort from your engineering team who is going to build the stuff for you and accordingly the rice will generate score for you immediately and once I populate scores for all these items I can go back to my planning module and rank my items by rice score and I'll say descending because the item with the highest rice score should be ranked on the top it's going to rank all my items for me by rice score if I bring my rice here so uh items with the highest rise score is placed on the top you will still be able to manually fine tune ranking by just dragging and dropping the items so once you have your backlog prioritized you can now road map them typically road map kind of needs your leadership involvement a lot of collaboration and alignment with your management and buyin as well so road map helps you to visualize how your Investments are kind of placed on the timeline you'll be able to see this by month quarter year and you can personalize this road map the way you want to depending on the context with whom you're are talking how you're collaborating you can Group by your stuff let's say I want to group by my primary goal because I'm interested in what goals I'm working towards and I'll also uh Group by priority and I want to color by my planning item I want to color by let's say uh strategic priority so here as you can see this road map helps you to see what goals you're working towards and what kind of work you are also Road mapping uh you are uh adding into your plan for next let's say one year two years and you will also be able to see dependencies between items so that when you as a planning person are is planning this work you want to make sure dependencies are met you can also create milestones for your road map so that all your important dates are tracked and then you plan your work accordingly we have different views uh introduced in this road map for uh your ease of use U especially people in the agile world use Canan bur boards more I'm going to show you my own instance how we as product managers use our own service now uh within the company and if I go back here I'll show you the hierarchy view that will give you a complete picture of how things are aligned so I've used the organization lens here if you expand company these are the different buus I can see the Departments under Buu and then how work is aligned and I can also pivot to a different lens and see let's say I want to see how this work is aligned to the product the same work what I was looking from an organization perspective I can also see from a product l L perspective or for that matter how these are aligned to my different strategic initiatives and priorities so these are my different I'm working towards employee experience that's my strategic priority and these are the two initiatives I'm planning and under each initiative these are the different programs and this is the work that I'm planning for those uh initial programs right so this is how you get a full picture of how the work is aligned to for through your uh organization you will also be do you'll also be able to do your capacity planning again this helps to make sure that you have enough capacity to execute your road map you know you plan your road map but then you also need to be you know also need to make sure that you have enough resources likewise we also have several customers who do financial planning you need enough budget to execute certain work today uh as of today we do not have financials uh yet in spw at portfolio level we're currently working on them and then uh by by end of this year most likely we should have financial planning also available in spw uh so that was quite a lot I'll take a pause here to see if you have any questions the last question was on licensing uh what service now licenses are required to reach this level of product use yeah so we have two licenses SPM standard and SPM Pro SPM standard is mostly targeted for our traditional organiz ations who work on Project program and portfolio uh only Project work is supported in this uh workspace it's called it's going to be called portfolio planning workspace to do your strategic planning agile planning product feedback Enterprise agile planning you need SPM Pro hey s this is cherifer I was wondering if you can show also as you relate your planning items to your goals how are completion of your planning items reflected in increasing the metrics on your goals yeah so Jennifer today um I'll Pro I'll do one thing I'll go here I'll open the goals module so today we allow you to associate work to the goals let's say right then but we do not really roll up the percentage progress of work to the goal because we have different types of goals uh and we are currently working towards associating work to the targets as well not just goals so here for example happy employees this is the work item Acme new high service that is associated to this we are not rolling up percentage progress to the goal directly uh that's in our road map okay there are several other use cases that we need to consider before we do that uh some some of our customers consider that when the work is done the goal is achieved but then some customers don't necessarily see that way they see that work is contributing to the goal however that goal will be achieved by a result or the benefit that you get out of that work so that's why you're not directly rolling up as of now uh but as I said we hear that from customers and uh in the upcoming May release we also allow you to associate work to the targets directly because targets are more measurable they are usually quanti okay become even more meaningful you know perhaps if we allow that rollups and Sandy it'sit Doug I can make a comment on that too most of the time and this is a good example happy employees so service now internally we do an EVS employee voice survey that's a separate item not related to a specific project or epic it's something that happens in a certain time frame and that would get reported directly against that Target and we do have the capability to pull that metric from any table on the service now platform so if if this is a reduction let's say in incidence or something like that you can auto feed that into your goal framework uh you could do something at the project level but generally that's not the level that those targets are being captured at yeah okay okay great thanks Doug so for now then uh it's advancing the metrics that you have that advances your goals exactly and maybe in the future we'll line up the planning items to the Target so that they'll impact the goals okay great okay okay thank you but as of today if you are tracking any of your uh targets using par metrics or any other service now tables you can automate them so that you don't have to manually go in update as Doug said they will automate all the actuals for you and then you can see them in the goals uh ux right but only that's only if you have actually a source right to update it with yes okay okay thank you most of the other questions it looks like uh Tina answered is there any we missed anybody uh just go ahead and speak up if if there's questions I missed in the chat or either s deep or Tina hey John uh this is Scotty Martin there was a question I posted earlier just about the overall approach uh because it sounded like there was an Enterprise wide push but I I wonder was there a pilot and kind of Some Testing before that enterprise-wide Approach at WGU no there was not there was a about the time I joined WG was going through a decision process to choose a tool and but had already decided to do this enterprise-wide service now was the tool that that was chosen got it thank you so much yep y my team did a pilot of this the service now team did a did our own pilot which helped us to get experience I had also used SPM at a previous company at DTE Energy they were using this same thing for all of their capital projects is anybody else using it that had a different approach that could help Scotty out I can just mention that with different customers we have done kind of proof of Concepts to uh to validate the model for them we've done with some very large Financial Services organizations we've done that approach so we have seen customers you know do that validation before they go Enterprise wide we also at WG we worked with a vendor partner and that helped a lot they've implemented um this capability at many many companies I have a team of really good developers but they don't have domain knowledge in the capabilities so we bring in Vendor Partners to help us get that domain knowledge um so that we can learn how these things work and how they're intended this is a complex capability and it helps to have a vendor partner in this one that's great thanks Tina thanks dog all right we have a few some more time I'm going to show you a couple more things that I mentioned earlier so especially for an Enterprise architect Persona uh from EA workspace perspective so typically Enterprise Architects don't come into SP spw much but I hope that they're going to do that soon uh so Enterprise Architects spend most of their time here as they manage their business capabilities and applications so this shows the entire hierarchy of all their capabilities so if I expand this usually capabilities are nested and applications as well there are so many sub capabilities and sub applications uh Enterprise architect can now view the road map for any of these assets at any level so they go here they will be able to see The View Road map and when I click on this it opens up a portfolio plan for them automatically uh so that they don't have to go and create everything so if there was work Associated they would be able to do everything what I've shown so far and from a portfolio plan perspective uh this is more like giving a review to an EA Persona so that it it kind of helps them to discover how to use this uh feature and uh another thing that I wanted to show you is internal implementation of uh spw for our own product managers I want to quickly show you the road maps that we maintain in uh service now so these are our road maps actual product road maps so this is the product road map for spw uh sorry SPM for 2024 and 2025 so these are all our initiatives Group by theme for example SPM plan with East through Innovation there are a bunch of items that we're planning and these are all the things that we plan at uh initiative level and we also do capability road mapap so we do planning at three levels initiatives capabilities and epics so initiative is somebody first who owns product at the top so the my manager who owns SPM in bond product management she manages initiatives and uh product managers who kind of own product areas and plan for their own product areas we manage capabilities as I said Canen another view that we use heavily is a Canan view this kind of shows you what is coming out in each store release we at service now we do store releases every quarter so here you can see what are the capabilities that are coming out in each uh storyist for example in 2024 q1 these are all the capabilities that are coming out so we typically share this with our internal stakeholders outbound product success so that everybody's aligned engineering design everybody's aligned to our plans uh another thing interesting thing I want to show you is the feedback module so this is the feedback for my product I can filter here for my product which is strategic planning and let's say so today morning I got an email from one of our customers uh this is an email I got from in today morning and as a product manager I keep getting several such emails and sometimes I keep lose I you know I kind of lose the track of them so what I can do I quickly click on this plug-in called service now for product feedback it's an Outlook plug-in available for all of you to use uh it just opens up a form very quickly it copies the content into the form you can see see the body is copied into the form I have to just tie to my product I have to say which product this is for I can also say the customer name because it is integrated for us and I just save it and it'll come into my feedback module uh for me if I just refresh this I will yeah so this is the one I have it here so as a product manager I'll have all my feedback at one place and I don't have to scramble around and sometimes lose a lot of information so if I see here I can see the whole body right here and from here I can take action give a disposition or I can promote into a new product idea so this is how we use uh spw internally for our product manager person ni seeing this changes how I send my emails to sand deep I'm more likely to include screenshots now that I know that he's archiving what I sent yeah so these are all your emails Tina from WG very cool excellent any more questions feedback great this is this is excellent I I got a few notes of things that I picked up along the way and I should know these things so thanks for that D I've been working with sandep and using this stuff for a year I every time I see sand deep give a demo I learned something new yeah that plugin's really cool yeah I use it quite a bit the Outlook plugin all right and I know a few people ask asked I will have this recording up and um sandep and Tina you both okay with me sharing the the content you shared the uh the presentations yes okay so because I usually post them Sandy but I don't know how much of them you want to post but I usually post them on our Forum so this way they can have the video and the content underneath uh sometimes people like to steal slides because they have to communicate this internally and um so if you can send those over they'd be appreciated I'll have everything up everybody that asks I'll have the recording up by Monday