hello everyone and welcome to SPM Academy last Thursday's webinar we were formerly known for the last four years as last Thursdays but for consistency with other live on service now offerings as we kick off our fifth year we've changed our name to SPM Academy to better reflect the type of content we provide in this series I'm Deborah McGrath principal product marketing engineer with service now and SPM Academy webinars host I'm very happy to be joined today by one of our it Asset Management subject matter experts Adam Smith kons Adam is our senior product marketing manager who will discuss how you can use SPM APM and itam together as a seamless solution to help you optimize technology Spin and mitigate risk and once Adam sets the scene with the challenges around this the personas involved the solution and benefits I'll jump in for a few minutes to provide a brief solution story including embedded demo vignettes and we'll have a few minutes at the end for Q&A and to share some upcoming events and res sources before we do that I'd just like to point out our Safe Harbor notice While most of what we'll be discussing and showing you our features that are available as of our Vancouver lease this presentation may contain forward-looking statements that reflect the current beliefs of service now all based on current information available actual results May differ materially and should not be relied upon in making purchasing decisions So Adam thanks so much for being here we've had the pleasure to work together and deliver this presentation a couple of times internally and I'm really looking forward to sharing it for the first time with our external audience today hi everyone uh it's a pleasure to be here Deborah and um you sold it a little bit short on your part because I think you're gonna have a lot of discussion here that that's the point of this is we're gonna have a good discussion so oh absolutely anyway in fact Adam let's begin by talking about what's driving the need for this solution and not the least of which is the economy and cost cutting requirements right yeah that's for sure um obviously in the last couple years we've seen this trend towards cost optimization and uh reducing risk as well both of those things have skyrocketed and and this solution really applies to that but many of the things that are setting that up are are pointed out here as we went looking for even quotes and different Trends we found them in all three of those big analysts Gartner Forester IDC which really just point to the fact that um it's among the top three priorities it's the number one priority it's you know 60% of cios um by a certain time are expected to be looking at this if they can't contribute with that optimizing the value stream and what they Pro provide and using agile architecture and risk management that they will fall way behind and so so there's a lot to that and a lot to digest but but obviously the industry is feeling it and and we believe that probably probably our audience is feeling that too and I would suggest that as we go through this that we also have people chime in through the chat and uh Pro provide their input or insights as well so so now that you've set that stage is what we're going to talk about let's focus on who cares about this who are the personas involved and what's currently working for them yeah um we think of people in both of these teams are really Heroes to their to their organization and they doing a lot of things right we think we hope that they're doing things with with our Technologies and doing things really well but we also know that there's even challenges with that but in the case of like technology Asset Management there's things that they're doing well with the asset life cycles and managing that and automating that and then uh compliance and security risk and and those things are outside of just the license compliance with with dealing with vendors and things like that so at the end user service um being able to provide that that experience that employee experience and and the inventory management hopefully they're doing those things well and if they have like in our arsenal we have software Asset Management Hardware Asset Management Cloud cost management Enterprise Asset Management there aren't too many players out there that have all of those arrows in their quiver to address all the assets that that you're doing and so on the Enterprise architecture side I I'm sure the people are involved in the strategic planning the architectural Frameworks they're doing well at staging those projects and being able to align things to to their goals things like that so and you could probably speak a little bit more to that deas as some of the things that they're doing well or give examples of that very good but you know there's a there's kind of a silo effect between these two groups in some ways and and I've even seen it as we've gone out and talked to our Enterprise Architects and and many of them don't understand some of the the features and capabilities that are available um even through our asset management products it it's kind of like oh wow if we don't know then maybe we need to share more with with our customers too success factors so we see that that when the two teams have visibility into the data the same data that's important and when they collaborate together they they are successful and when they align their goals together the cool thing about some of our asset management products is there's there's a success portal where you can put your goals in there and address those goals and some of those could be you know taken from SPM as well so automation being able to automate workflows between the two groups and so I would say for for this audience you know what else we put that at the bottom of each because we know that each organization is a little bit different but what are other success factors you've seen when you've been working between these two teams I'm curious speaking of what else Adam what are the challenges that these teams are having well on the on the challenges side of things and and these by the way at least the technology Asset Management side are actually ranked based on an EMA report Enterprise Management Associates uh report that we have available when you look at the end user experience that's big so they're trying to make sure that the end user experience or the employee experience is a fantastic one but at the same time it is a challenge in doing it based on the Technologies they have and systems in place and and the technology that's flowing into the company uh budgeting and decision- making is very important but at the same time is a challenge especially like in the case of cloud cost management just being able to manage all the different vendors from AWS to Azure and those things and manage those under a comprehensive budget risk and data security there's a lot of every every time we've done this report risk and data security is one of the highest ones up there because what you have like in software Asset Management applies into like vulnerability management or vulnerability and risk management so cost reduction in controls having those in place um and having everybody uh make sure that they apply those and then operational efficiencies is always something they're looking at and that's why we often talk about optimize cost so I would say what else well there are common things here so visibility shows up again and we we see that time and time again inefficiencies uh that happen between the organization the different organizations and uh collaboration sometimes these groups actually report up into a different sea level person as well so sometimes that may create even more of an asylum effect and so that collaboration breaks down and then alignment between the goals of the company and the goals that they're achieve going after sometimes is another challenge is getting everybody on the same page and then that that increased risk on one side or the other if somebody's doing their job not so well on one side it it increases the risk to the organization um both from a security thing or from a compliance or different areas of risk here's kind of the value statement of what we bring with a solution that ties everything together on the now platform and that is we bring your teams together that's a big part of it when everything is running on one platform you get so much Synergy and and and Automation and there's lots of things that are going to happen with AI as well or are happening right now because it's all on that one system so we can bring those teams together and optimize technology spend and mitigate risk is a part of that that we think that even many of our competitors are challenged with providing that that holistic view into that uh that capability so I think this is where we we really shine now one of the ways that we like to work with our customers is to kind of go in and break down how can we get from here to there and as you guys are the Strategic people and strategic thinkers you get that broad Vision idea more than others maybe in the organization but as we go in we we work in these three stages and the first one is to really consolidate and put everything into that um into a single inventory and make sure that the data is clean and and and that we're not dealing with different data and we're also consolidating tools we're we're setting up the technology reference model we're making sure that assets as well as Technologies can be onboarded so so we're doing a bunch of those things that give you quick wins and then as you go into stage two where we're automating a lot of processes and workflows between teams and and in the tech life cycle itself and that's where we're going to get to drive a lot of efficiency in the organization and then in that final stage as we're optimizing those cost and and mitigating the risks and getting that we're also looking at ways that we can get the best return on the technology Investments and as well as scale the results that you've done in the other ones now if if I were when I first was looking at this model I you know I'd look at it with a critical thinking and and think well you know I want to optimize costs do I have to wait that long to get there and the answer is no these results actually fit into each one so you'll have Automation in the consolidation uh space you'll have optimization in consolidation space but it's the focus in that phase that we're doing so you will have quick wins and you will have cost optimization and you'll have things that that will benefit with that I'm going to pass it along to Deborah to show you just to give you a glimpse thank you Adam so what I'm going to do is take the next few minutes and based on the stage that Adam set with the challenges the successes the different personas that are involved I'm going to tell you a little story about how a team across a global organization uses the service now platform to optimize their technology spend and ensure continued governance to support their business needs as well as mitigate risk and this demo we're calling it a visual demo story so it's basically a story that involves these three different personas and it's built around a larger demo and if you'd like to see in more detail reach out to your sales team because they'll have access to the same solution so Acme Corporation is a glob Global organization with offices in New York London Canada and other locations around the world and they're in the middle of their service now journey and they set a two-year goal to optimize technology spend by 10% by the end of this year and so far they've achieved 8% reduction and they've got 2% more to go and what we're going to show you is how the service now platform has helped the team at Acme accomplish this so far as well as how they'll use service now to continue to achieve success and we're we're going to begin with Claire acne CIO and Claire and her executive team need visibility into the progress against Acme's business goals she must ensure continuous alignment of Investments and it Resources with business strategy and she needs to prioritize all their work by making datadriven decisions about demands and she works closely with the VP of Enterprise architecture Ethan who must manage technology life cycle risks while ensuring that Acme has adequate usage of all their technology and Ethan collaborates with Anna the VP of it Asset Management to optimize terms of Licensing renewals and Anna also has responsibility to maintain optimal technology spent by managing overlapping applications and Cloud migration opportunities and throughout this story service now enables governance around planning alignment and execution to ensure that this ongoing process includes the continuous success for the acne team and as Steve Jobs knew great things are lished by great teams and they can achieve great outcomes even faster and better when they're enabled with a great platform so let's see how So at their headquarters in New York the office of the CIO and Acme's executive leadership team is laser focused on the goals Investments and demands that will help them achieve their top business priorities for this year the CIO Claire and her entire executive team have the insights they need to track Acme's top company goals in a single portfolio that they call Acme Corporation and this includes a dashboard with ataglance details about total progress and status of top level primary goals and related sub goals and targets and Claire is pleased to see that the primary goals to mitigate technology risk and optimize technology spend are both on track overall as indicated by Green status bars but viewing the expanded hierarchy shows three out of four related sub goals are also on track however the subg goal to reduce overlap and usage of assets is at only 45 5% progress and has a status of yellow alerting Claire that this needs attention so she drills into the goal for additional information on any related targets sub goals and planning items that may be impacting their progress in this case there's a scrum epic a project and three demands one to invest in service now PPM one to retire Legacy PPM and another to migrate their on Prem HP PPM to the cloud and all these items are related to overlapping project and portfolio management applications and these insights help help CLA and her team quickly make data driven decisions on this work and the related demands and planning prioritization enables the executive team to manage work for optimal outcomes and here they can easily View and collaborate on alignment of all it initiatives from across different business units with overarching company objectives and this helps ensure that they are continually working on the right things to achieve their business goals and this actually requires insight into costs formal prioritization methodologies like MOS SC and resource alignment in order to balance cost optimization with alignment of Technical Resources to their strategic initiatives prioritizing any type of work such as the demand to retire the Legacy PPM application automatically adds it to their AC Corporation portfolio road map which provides the team with the ability to communicate clear technology plans of prioritized initiatives with their business goals on the roadmap Claire's team can easily monitor all their prioritized work across the timeline Group by by primary goal and subgrouped and colored by planning item type they have visibility into the status and progress of the prioritized work which includes the three demands related to their PPM applications they hope will help them reduce overlapping assets and optimize their technology spend meanwhile in Acme's London office the VP of Enterprise architecture Ethan is developing robust risk resilient architectural Frameworks overseeing governance processes and advocating for costeffective Technology Solutions all support of Acme's business goals and as a catalyst for Innovation Ethan uses service now to help optimize Acme's technology landscape ensuring adaptability efficiency and significant contribution to overall Company Success as AC's it landscape has become increasingly complex he's relied on application rationalization to align applications with critical business needs help reduce it costs and mitigate technology risks application rationalization helps inform what applications this team should sustain invest in migrate or retire indeed the three demands the executive team just reviewed to retire the Legacy PPM app to migrate the on- premise HP PPM app and invest in service now PPM were each created by different business units or across teams across the Acme organization so throughout the technology life cycle Ethan must provide oversight to identify emerging Technologies Drive Innovation for competitiveness and security and manage technology risks including technical debt non-compliant applications technology currency or versioning and upcoming end of support and end of life dates his team is driven to help Acme achieve the goal to reduce overlapping technology and because Legacy PPM application end of life is passed due the demand to retire the Legacy PPM application was created to remove it from use and mitigate risk of using outdated technology and similarly his team recognized that the on premise each pppm application with an end of support date in June is a possible candidate for cloud migration and they created the related demand for that application too Ethan wants to understand usage and Licensing of these PPM applications to inform these efforts and he discusses all of this with his counterpart on the asset management team so along with Cloud migration the asset management team primarily working out of Acme's Canadian offices is also focused on technology cost optimization and ongoing governance and from Toronto Anna the VP of asset management collaborates with Ethan on the license renewals for the PPM applications in questions the timing couldn't be any better as Anna and her team have been working on consolidating contracts for the project and portfolio management applications looking at the renewals calendar she sees both HP PPM and workfront applications are coming up for Renewal to research the application usage information the Enterprise architect team is looking for and a moves to overlapping usage and Views the det detailed usage of project management applications the workspace has organized the application categories under the application feature usage tab using the project management category she wants to determine if there's an opportunity to cut costs by retiring one of the project management applications while comparing the usage she immediately noticed that the workfl application has the least usage activity yet they're paying significantly for the subscription the data allows her to create a demand for the SPM team to discontinue the workfront applic after the contract ends and Anna and her team are also responsible for monitoring the progress of Technology investment goals as a result of the software success goals they can monitor progress against goals and deliver value more rapidly through close collaboration with the Enterprise architecture team fast forward in time Anna meets virtually with Claire Ethan and others across the executive team to view their progress against acne Corporation goals they discuss how the team's collaborative efforts to reduce overlapping usage of assets has undeniably helped them optimize their technology spent and mitigate potential risks while they're all very happy about this they observe that the goal to mitigate technology risk has changed to yellow and now it needs attention but they're confident that they have the right team on the right platform to course correct as necessary to achieve this goal and that's the story of how the team at Acme Corporation uses the service now platform for planning and managing their assets and Technical Resources and aligning teams and Investments to drive collaboration throughout the technology life cycle all reducing costs and risk at scale to maximize their Investments enabled by a great platform this team achieves great outcomes faster better and continuously and ACM brought their teams and processes seamlessly together to optimize technology spend and mitigate risks all with service now the single platform for digital business so Adam I'm going to turn that back over to you now well that was a great demo and it was very specific in its story and and and looking at different ways of taking project management software evaluating where that software is and what's being used looking at the licenses and the contracts and and where they fit um and so that's one use case of many that could be applied in this solution and just as kind of a followup to that or a review of some of those things we'll dive down into the the this model of consolidate automate and optimize uh to identify some of those areas where you can drive business value or provide if you're building a if you're building a proposal for a solution like this or you want to show that um to the organization that this thing would fit and and solve some of the problems that you might be having be between teams here are some of the things we would look at so in that consolidate uh space we would look at get a few things we mentioned about being able to centralize your inventory and normalize all those assets and the and remove some of those data redundancies so that would be things like your technology reference model that would apply there and there just recently we we had capabilities Better Together capabilities between the the two groups to to make that even more efficient and more streamline being able to streamline speaking of streamline the capability of planning and the life cycle management now we have these three bullet points here that could be applied in each case except for the centralized your inventory there is a business value assessment formula that's behind this so we can basically come in and show you the value that you're going to get and estimate that based on the numbers that you can provide us but there are others there are not just these three there are multiple business value assessment formulas that can be applied for example in this consolidate you could have the tech alignment alignment to strategy you could also have reducing Shadow it and Shadow SAS spend and you could do something around new increase new higher Effectiveness based on things that we do when we we provision new equipment and have zero touch provisioning and and make sure that those new hires have the technology and everything that they need right away so in the automate space uh as you saw Deborah's presentation demonstration you're able to rationalize the technology portfolio and reduce the cost by looking at what's going on when you should should retire things looking at the risks that are based on those Technologies as they're applied and what are the risks if you pull something out of the the mix to the rest of the organization and so there's a lot there that can be automated and then the work flows across the department and being able to scale that that onboarding process for Technologies and requests for that technology and that would be going in conjunction with with like a service catalog and other things that we can provide through service management and then being able to proactively surface from the app side business application side or the asset management side the security policies and controls that are in place or not in place and to be able to make sure that those do stay in place there are other business value assessment formulas that can be applied here just just saying that you build a strong case of how to do this and then from the optimized side you're going to be able to optimize things like the software Hardware the spend that goes into that the risk the when it applies to asset loss and non-compliant technology and then being able to prioritize those road maps align the goals things like that so there's there's a lot to this and I just want to say each one of those has probably three to five more business value assessment things that you could apply to build a case so what do you get if you just sit still well we know that you just can't sit still in business and these are data points that come from Gartner that you will have more cost if you stick with the status quo you'll have more risk and that teams won't be able to adapt to the pace of change which we know that that's essentially your job is to be able to to to map that out and provide a road map so but there are examples for instance that this optimized one of $30 million that comes from one of our larger customers the savings that they were able to see and realize and point to based on optimizing that software and minimizing the security vulnerabilities so you can see in each one of these stages we would want to see you succeed as you go through this maturity process uh and no matter which stage you are in if you do want some additional detail on any of this we encourage you to reach out to your sales team and they can talk about this topic do a drill down demo they have access to the same demo system there are also some resources here we also have some events that are coming up we have our popular APM Vision series coming up on March 12th I also believe we're having our SPM Vision series on the 19th SPM Academy our next webinar will be on February 29th we'll post that shortly um as well so I think that's about all the time we have I want to thank Adam Smith Karen appreciate you taking the time Adam to talk about this solution with me I also want to thank my co-producer John Lim as always for helping to set this up and very appreciative to our SPM Academy last Thursday's audience we hope we'll see you in February and every last Thursday this year thanks again everyone