well good morning good afternoon good evening everyone if that music didn't get you moving in your seat I'm not sure what will welcome today U we're going to have our webinar today about Choose Your Own Adventure and we're going to talk about the different service Nile implementation models so welcome before we get started just have to go through the Safe Harbor notice here if there are any forward-looking statements made on this call today they are not an indication or a guarantee of Fe future features or functionality that will go in into the platform so where are we going today on our adventure well we're going to start with speaker introductions we're going to talk about what are the different implementation models and we're going to also go over some implementation scenarios and what implementation models aligned to those and then we'll just briefly touch on what if you have service n impact um how that would affect your implementation so let's get started here my name is bre K and I've been with service now for about 14 and a half years and if the marketing in my title is a little alarming um don't worry I spent 10 years in the field as an engagement manager with our Professional Services now expert Services team helping 150 customers deliver projects in their environments so this is a obviously a topic near and dear to my heart um and also I was a service now administrator at my previous um employer so Sher do you want to give us a brief intro about you and who you are today yes absolutely hello everybody thanks for joining Sher clar I am a manager of a group called partner success and uh my team really works with Partners across the globe ensuring that from a delivery quality perspective they have what they need to make all of our customer successful excellent and we also have daveid antena here today good morning good afternoon everyone this is David Anthony I'm part part of the broader sales and services organization I'm the global portfolio owner for our code delivery and partner service offerings so really helping to bring value to our customer base through our joint success as a partner ecosystem with service now so happy to join and look forward to this conversation excellent we like to try to keep these webinars a little bit interactive so we're going to start off with a poll here and the question is are you familiar with our different implementation models that are available and and you can select all the ones that you know and uh if you don't know then door number five is for you um and it looks like we got somebody out there right away in door number five so awesome we hopefully this webinar will give you a lot of good information that you can take back to your organization so yeah it looks like don't know is is running hot and heavy here in the lead so far um self- Implement and partner Le seem like they're kind of about the same and we'll just let it run here for a few more moments and let everybody have a chance to respond so we thank you all for joining us today hopefully this will be a informational good seminar for you all right it looks like the responses have slowed down a little bit so Sean if you want to take down the poll we'll move on to talking about um what are the different models and give you a brief introduction of those so the first model is you could Implement with a service n certified partner and the majority of our customers do that and Sher will talk to that scenario and then there's also implementing with our expert Services team um AKA Professional Services and David will take you through that scenario as well as the following one which is where you might Implement with our expert Services team as well as with a partner in sort of a co- delivery model and then last is the self- implementation model which I'll speak to and um let's go ahead and get this started so Sherry it's all you awesome thank you so it's interesting that you know we had a lot of I don't know so I'm going to talk to you about the partner Le scenario um when it comes to implementing service now Solutions um I don't know if people don't know you know partner Le implementations U make up about 90% of all the implementations out there in the ecosystem um so it is one of the the more popular um things not to say it's the best or the worst but it it is an option and I know it's complex because we have over 1300 Partners in our ecosystem across the globe big ones small ones all shapes and sizes some Focus specifically on one product some focus on the entire platform um but in general you know they are partners that um belong to our program so they're registered um and they have a set of rules that they have to abide by if they want to continue to operate in our ecosystem so it is something that we manage and we govern and um we're very proud of our partners and we uh continue to work with them my team in particular on really driving um delivery quality right making sure they're set up for Success so that our customers are set up for Success so key thing um when you're you decide you are going to do a partner Le implementation um you know service now does have a lot of information out there to help you make those decisions right we have a whole big book on on how to select a partner there's a site called the partner finder um you have your account teams that also can point you in the right direction the thing that we won't do is specifically recommend one partner because it's really about the customer's choice right we want them to be comfortable with the partner they choose we want them to be a match culturally um technically um and it's really about you guys leaning in and having those conversations with a set of recommended Partners ones that are certified that are qualified and and you'll find the you know a lot of that information on the uh find a partner site but it's important that um when you're you're making those decisions and you're looking at your options really talking to the different partner organizations about what their makeup of their teams looks like right obviously you want them to be trained you want them to be certified you want them to have the I'm sorry to interrupt but they're having some difficulty hearing you is there any way you can turn up your volume um yeah sorry about that that's okay um okay see I was having audio issues yesterday too so I don't know what's going on but is that any better um can you hear me BR yeah I can hear you okay all right well I'll try and speak up so hopefully this is better um but the you know when you're talking in you're with the partner organizations the thing one of the key components of any um you know project whether it's going to you know focused on agile or whatever ever is having the right project management and the program management folks so you want to make sure they have a robust um project management organization right they have a pmo they have qualified people that understand how to run projects this is one of the areas where we do get a lot of feedback on our partners where they may have some weaknesses so it's important right because these guys are the captain of the ship they're going to keep everybody in line not only their own team but they're going to make sure that they're leaning in with the customer making sure we're staying on on Time on budget um that the business outcomes that everybody is expecting are being realized throughout the project so it's really important that everybody un understands that that is a key role um and we want to be able to you know the partners also want to have a face off with the customers they want them to have a robust project manager too so that they can collaborate and coordinate together so that's a key role um in terms of a partner team one of the things you want to again every implementation is different right every customer is different um the way you know you want to approach your your implementations and your projects is going to be different but we should always have an engagement manager a project manager we should always have a certified qualified technical group of Consultants whether it's one or two or three but for the products that they are deploying you want to make sure that they have that experience even if they're certified you know you it's nice to know have you done this before is this the first time you're implementing itom or is it the 10th time right those are things that you want to know because you want to be comfortable you also a key and critical role for in all of these projects is having a good business process consultant because hopefully you know service now is about business transformation it's about digital transformation and a lot of times it's it's working with our customers and saying we have to do some business process re-engineering to make service now really sing the way you want it to and to get the the return on your investment so being able to have those good business having a partner that's going to understand your business and be able to help you transform it in a way that is going to be most effective um and then solution Architects we have all flavors of those right we have technical Architects we have certified Master Architects and and um you know different Architects but again because our platform is so vast and we have so many Better Together stories where a lot of our products work nicely together and depending on what your project is and what it is you really want somebody who understands the platform you want somebody who understands our global Solutions framework and can bring that expertise to the project and that expertise to to the End customer as well now for large implementations there may be other roles that are key and critical like let's say it's a project that has a lot of Integrations you want somebody on the partner team that is an integration expert right Integrations are important they're key some are easy out of the box some are hard um and having somebody who really understands that Dynamic is is important um and the engagement model it's important too right it emphasizes the things that you want to to be able to understand that that partner is going to be able to help you accomplish not just to get the project up and running and live it's really like what do you need um if this is a really big impactful project maybe organizational change management is something really important to you and if you don't have an internal process or or team that does um ocm talk to the partner about it is that something they can offer many of larger Partners absolutely have outstanding organizational change management processes that they can help you what about training end user training you want to make sure that when this thing is implemented and the project is over and you've got this shiny new um tool and process that everybody who needs to understands it so training is key and critical if you don't have a training organization or or some other model you know and you want the partner to be that for you it's important to to understand what you need and what's important to you and and make sure in your conversations with your partners as you're making your choices that you are having those conversations and you understand what they can bring to the table so there's no surprises at the end right um and the other thing too I know a lot of our our customers have partners that they've been working with on a regular basis maybe they started with itsm and did something else um don't assume and you love that partner and that's great we want our partners to invest in their customers and have longstanding good relationships but don't assume that just because a partner did a great itsm implementation that they know how to implement our financial services right um it's not always the case and a lot of times what's happened is you know you have a great relationship with a partner you'll just assume they know how to do something and of course they want to do what they can for you but if they don't have that expertise um talk to them about how else they could accomplish that project could they you know some of the things that Dave's going to talk to you about could they do a C- delivery could they work with another partner together there's all kinds of options just don't assume that every partner knows everything about our platform because there are there there are some that do but not all of them do right um and the customer resources that need to attend service now training that's the other thing before the project starts somebody should be telling you guys you know this will go much quicker much cleaner much more successful if the people on the other side of the fence the resources that are going to be getting this new process tool implementation solution um if they understand exactly what they're getting into right because you can have more productive conversations so be confident um in that you're bringing the right people to the project get them the right training and the right skills before the project start so that you can have really good productive conversations I know I said a lot I know I talked fast um were there any questions that came up that um I need to try and answer guys or are we good oh you're on mute um sorry I muted because I was hoping maybe that would help the sound issue we do have one question about value value better together but I think we can hold that one till the end okay all right then that's I will continue to contribute throughout the rest of the presentation but that's the partner Le implementation story and I will turn it over to David hey thanks Sher that was a awesome overview and a perfect segue um I think the common theme you're you're going to hear from both Sher myself and BR is it's all about choice at the end of the day we we're not here to provide good better best it's what works best for your opportunity so let me shed some light on you know when we believe that leveraging service now our expert Services team exclusively uh is a favorable model so there you know when we think about service now managing All Phases of an implementation both from a commercial and delivery perspective makes a lot of sense to leverage this in what we would say highly complex multi-work flow opportunities where to the point that Sherry was making you may have a trusted partner that's really good in it TSM but has limited exposure from our customer workflow our designer workflow really looking at the breadth and depth of the service now team and those you know multi-work flow opportunities makes a ton of sense the other area where you know we see a ton of value for customers to leverage uh the service now model is for our new products I mean the reality is that as we're incubating and bringing new products to Market there's limited knowledge in the overall Marketplace so leaning on our platform design team expertise really becomes critical for our new and Emerging Markets now how from an engagement perspective does that look when you're working directly with service now as you would expect you have a direct line of communication we're managing the project from an inin perspective uh from both our project management as well as from a actual technical delivery um always you know if you think about the key members across any project typically would have a project or an engagement manager looking at it from an indin perspective but you'd also be be supported from a technical perspective with our technical consultants our business process Consultants as well as a solution architect if needed I think you know the other main takeaway that we should be cognizant of when leveraging the service now uh resource team is um our ability to to dig deep into our engineering resources if needed for some new and complex opportunities so keeping all that in mind again always a choice to be made given size of the opportunity complexity of the opportunity maturity of the customer as well as your chosen partner potentially would drive you to have a conversation around maybe it makes sense in this scenario to lean more heavily on the service now team and I think that BR is a good segue if we shift over to the you know next model which you know is near and dear to my heart from a portfolio perspective it's it's really our joint delivery model C- delivery more you know broadly used term across the industry but that's really where we're you you know looking to marry the industry knowledge and expertise from our partners and their experience around digital transformation and marry that with our deep platform experience and again not to sound too cliche but we do believe that you know 1 plus 1 equals 3 it is a Better Together story when we can bring unique value from the service now side of the house as well as the Deep knowledge experience of your business environment that your partners provide and it's all in an effort to drive you know maximum adoption maximum value as quickly as possible now the reality is that there is a level of complexity when there's multiple parties involved but we think that shadows in comparison to the value that's brought to the table by you know the strength of the service now team alongside the the strong partner ecosystem so one you know areas that we think you know really lend itself well for joint delivery opportunities you know as I mentioned before very you know use case specific industry specific opportunities where the partner is deeply ingrained in your business model understands the nuances and N nature of those um segments but then leaning on us heavily from a platform expertise perspective you know when you have both of those you know thought leadership you know entities together it becomes a powerful model another area where Partners you know really drive forward and and and and add extreme value is around you know organizational change management thought leadership so really looking at the things that they do well from an overall project perspective and marrying that up with you know the platform expertise that our team would bring to bear and again from a customer perspective it truly is the best of both worlds obviously you know again becomes more of a coordination effort around who's on point for which different parts of it and I think BR of that becomes a good segue to this next slide it really shows where we believe we can add the most value when we're working in parallel with our partner ecosystem so like from a design framework perspective you know the approach we take is we try to you know leverage our methodology now create for all of our implementation activities so you know when we designed this joint delivery framework we wanted to really allow maximum flexibility around the resources and the activities that are provided by the service now team and again back to the point I made before depending on the complexity of the project or the experience of both the customer and the and the partner this will dictate largely how much or how little support is needed from the service now team and again we have a menu of services available that span across the entire you know you see off to the left planning governance review phases of a project and the real key is mapping out like where you as a customer as well as US service now as well as the trusted partner will each provide unique value across that life cycle and from a delivery perspective like what are the true deliverables that the service now team could support in in a overall project Again by no means there's anything set in stone but a few examples of where we've seen previous projects really Excel from the service now and partner side of the house is you know where we are able to you know Infuse our expertise in the right areas and that could be in this form of an architecture or an implementation plan review but you know very early in the process where we're really mapping out what the project should look like and or we could look at design reviews and config reviews kind of guide us through some major project Milestones or on the back end you know typically we can drive Health scans and Sprint scans to help ensure that we're delivering on the promise that us and the partner have put together at the beginning of the project and ultimately you know you have you know direct access to our resources as well as the partner having access to the service now team and it's all again in an effort to really Drive maximum adoption and um maximum time Dev Valu so I'll pause there I think hopefully that's planted enough of a seed to Spur some questions towards the end but I'll hand it back over to you baa I think we have a few more pieces I just wanted to say BR before is is this is this collaborative model um we promote with our partners all the time right we want to make sure that if they're taking on a project where they think that yeah maybe they're not 100% certain that they they're going to be totally successful to be very thoughtful about it and to work with you know the folks like Dave and his team to say okay I think I'm going to need this kind of help or that kind of help it's we encourage them to ask for that help again just like Dave said it just drives success and and so we encourage this model with our partners all the time as a strategy for Success yeah and I actually worked on some projects where we had a code delivery model before it was the cool buzzword um and as David said it really is all about the communication because the ones that went better were where we had clear communication lines and clearly defined roles and responsibilities and everybody knew knew who was on point for what um so while there is a little extra complexity to it um it's manageable if you put the right Tools in place um and that leaves me to talk about the last implementation model which is self- implementing excuse me um and so this isn't necessarily a model that we Champion a lot and um but on the other hand we understand that certain customers are going to choose this path for multiple reasons maybe you're in an industry where it's uh really hard for you to bring in outside contractors to work in your environment um you know maybe you have budgetary constraints or um perhaps you have a really strong pmo methodology and this is the way you know you typically don't bring in um any kind of a partner to do your it implementations so and I'm sure there's other scenarios where this could occur but if that is your scenario then you know there's some certain things that you really need to be aware of if if you choose to go down this path um first of all you'll really need to make sure that you have a really strong team with the right people the right training and the right amount of time available to work on this um you know it's not fair to tell somebody um who already has a day job to say Hey you know we want you to project manage implementing service now because it's really disrespectful um you know it's kind of indicating that maybe that person doesn't have a full job or um you know they're expecting that person to work uh a of extra time to get the work done or they just pull somebody from an area that's not as critical and they're like well we can take so and so off of whatever they're doing for six months to run the service now project well they might not have the right skills um and training or aptitude to be a project manager and the same thing is true with your developers um you know if you're expecting your developers to be full-time on a service now project developing and learning the platform while they're still keeping the lights on for your existing platform again it's not really a fair position to put people in because they don't have enough time to do two jobs because they're really two jobs so that's you know those are some of the pitfalls of doing self- implementation is making sure that you have your team in the right availability and I can speak to that from experience at my last employer I was the service now administrator but I was only dedicated 25% of my time the rest of my time was spent on active directory Administration and supporting our field sales a platform and so you know I'd have some time to work on service now and I i' feel like I was making progress and then I'd get pulled away to the 75% of my other responsibilities and then by the time I got back to service now again I'd kind of have to start over on what I was working on and you know you're just not able to really move things along in that kind of scenario um so I can't stress enough having the team available and I do have a Blog series on the community that I've been writing about some project management um pitfalls suggestions recommendations Etc that are in our um new customer onboarding discussion board um and two other people on that team who are really important to you that I need to mention are a really strong executive sponsor I mean that person is always very important to any project but particularly if you're self- implementing you need that person who really drives this to completion and is really there to break down barriers for you as well as some kind of enterprise archit Tech role who can not only see and understand service now the platform as a whole so you're not developing in a vacuum just thinking about one part of the platform that you're going to use but also what's that 30,000 foot view across your it organization and how is service now fit into the other apps that you have and platforms that you use in your environment so those two folks are really important um to carry the leadership of your project if you're going to self- implement um obviously if you're going to self- implement we're not leaving you stranded there are resources out there and resources that our partners and expert services use when they're delivering with customers um so you have the community where you can get involved with the service now ecosystem it's a great place to go ask questions interact with other folks on our platform and get your questions answered um we also have the service now create U platform that David alluded to so that's our in-house Implement implementation method techology that's been built over time as we have worked with customers for the last 15 years um we've created these processes and procedures and templates and workshop guides Etc that we have found you know help make project successful and naturally you'd also want to think about going out to now learning and taking some courses or perhaps getting some kind of a certification in the platform if you're going to be doing self- implementation and this is important too even if you're doing one of the other models and we'll talk talk later a little bit more why that's important um and then we also have our product doc site which you've probably become familiar with it's sort of like our online product manual where you can find um all the technical information about the products and how to set them up um and then we also have a developer portal where you can uh interact with other developers so we don't leave you hanging without resources um and obviously these resources can be used no matter what model you select but we would really highly recommend that even if you are choosing the self- implementation model that you consider getting some Consulting Services perhaps from a partner or from us um to help you with some guidance along the way because we really want you to be successful and you know while we say the platform is easy to configure and it absolutely is um you know that that is one of the great Parts about our platform but you also have to be thinking about the bigger picture not just configuring forms and that sort of thing all right so that's my Spiel on self- implementation um now let's move over to you considering uh how would you choose which of these implementation models was working best for you um and what we would recommend is asking yourself some really key questions um and if my slide animation would work here that would be really great um here we go um so these are some of the questions that you should be thinking about asking yourself you know um how big is your company and is this implementation going all the way across your company um and what are the products you're doing are they implementing new or existing products um and Sher kind of alluded to that you know around partner expertise you want to make sure you have the right expertise if you're doing new new um products um are you implementing products of low or high complexity you know is it a product that's fairly straightforward like itsm or are you looking to do something maybe like virtual agent and imple you know making sure that intertwines with multiple parts of the platform um do you have an existing relationship with a service now partner um you know that's that's working well for you and do they have the expertise that you need for this and another question you might ask yourself is again how many resources you have available to help and develop um service now and you know what what's your level of um commitment and um resources that you're willing to apply to this and and what do you need to bring in from the outside so that's just uh a short list of questions you can ask yourself to get your mind thinking about how to choose an implementation model because we understand that every organization is a little bit different and so there's not really a one-size fits all but that being said we're going to move on here and we're going to talk about a couple of different scenarios and again trying to make this an interactive session so it's not just us talking to you as you read through this scenario you're a commercial company you have an existing relationship with a partner with the right expert expertise and you're um implementing or upgrading existing service now products of meeting complexity um want to feel free to go in the chat and say which model you think would work for this and there's no wrong answers here um it's just an opportunity for you to throw out some ideas here so anybody want to be brave oh look at this awesome so we've got two folks saying partner Le anybody else want to take a a guess all right well let's see partner Le yes self- implementation okay co- delivery okay most people are saying partner Le um that would probably be our most likely recommendation in this scenario um so I have three more scenarios for you so keep those chats coming the next one is let's say you're an Enterprise organization you have an existing uh relationship with a service now partner with the right expertise um but you're implementing a new service now product with high complexity any thoughts on this one expert Services LED High complexity I'm sorry it's still you're right it does say low Roger guess I should clean my glasses today all right we got expert Services Leed we have one guest on code delivery another expert Services yeah yes okay it seems like we're pretty everybody's pretty uh keen on that one so right exper uh Implement with service now or potentially a code delivery all right um next scenario I'll try to read this one right Roger large Enterprise goes customer existing relationship with a partner with the right service now expertise and it's a new service now product and we're not telling you what complexity is I can't mess that up this time so let's see what kind of guesses we have here expert Services expert Services it seems like everybody's kind of leaning in if it's a new service now product you want to have expert services oh they stay with the partner expert services if you have confidence in your partner absolutely partner Le all right well let's see what we what our recommendation here was was again expert services or C- delivery so like I said there's no wrong answers here there's just um suggestions so now you're a very large Enterprise organization you have no prior relationship ship with a partner and you are working on existing or new high complexity product and the thoughts are coming in here pretty quickly expert Services service now all the way yep all right anybody else don't be shy like I said there's no wrong answers here expert Services okay yes yep all right so we'll turn the turn the card here I'll do my a white thing and yes Implement with service now or hire the entire team of service now experts okay yeah if you're a large Enterprise customer you might have the budget to do that right all right thanks for the interaction everybody really appreciate that it's fun to see you um digesting the content here and um getting into it um so now we have some more interaction for you we have our poll question so now that we've gone through these different models and explained them a little bit um which ones do you feel like you understand now and I didn't give you door number five on this one because that's just you you have to understand at least one of them please um so let's see what we got here it's pretty much running nuck and neck so that's good it seems like like everybody has gotten a good understanding of all the different models all right we'll let it go a little bit long ER and despite the bad audio it seems like a lot of people picked up on Partner Le and as we mentioned earlier this uh webinar will be available on demand on our YouTube channel along with our other um onboarding Deep dive webinar series um webinars so it looks like we've got more than half of the folks have responded here um so let's go ahead and move on to our next slide which is talking about um what makes a model successful uccessful and um my colleagues here David and and Sherry feel free to chime in on these um so the first one is you own it no matter what model you choose um because you don't want to bring in a partner whether it's us or one of our certified partners and have them walk away and you don't know what's going on um that would be a really bad scenario and even if you're going to continue to keep the the partner on board if it's a partner you have a long-term relationship ship um you still need to own this because you want to make sure that you're getting out of this what you need to get out of it you need to stay informed on what's happening in the platform and you should have uh processes in place to document your procedures and understand why certain configurations have made Etc um and David and Sher do you have anything else you'd like to weigh in on that yeah I think I think that's an important one right and not you know not every marriage is made in heaven but um when you it's really important to be clear upfront what what your expected outcomes are right there's a reason why you're investing in service now there's a reason why you purchased the subscriptions and the licenses that you purchased you have expected business outcomes you need to be very clear with who um you know whoever and yourselves as to what it is you're expecting and then making sure that you're measuring it along the way that you are seeing the expected outcomes that they're coming to life for you and if they're not it's okay to raise your hand right have the hard discussions with your partner have the hard discussions with your account manager that you're not seeing what you thought you were seeing before it's too late right because we want to make sure that you have a successful go live that we drive adoption that you love love love your service now solution 100% yeah I'll just add regardless of which model you choose we place an overemphasis on that early part of the conversation really understanding the business requirements to reinforce everything that Sher and BR said around you own it we want to make sure you are receiving the value you expect at the end of the day and getting customers to slow down and have those conversations about the business requirements at the beginning is often the hardest thing because everybody wants to get their hands on the platform um but yeah that's that's also a really important part of it um which kind of leads into our next point which is to have a clearly defined design timeline and deliverables and outcomes and Sherry kind of alluded to that to um you know if you don't have a timeline you're probably not ever going to go live um or it'll be very sloppy um and also you want to make sure you know what your major Milestones are what deliverables and what outcomes you're trying to get out of this and at the very beginning of the project be thinking about how you're going to measure those outcomes not just say oh you know we're going to reduce our mean time to repair or call volume we're going to increase the flection or whatever you know how are you going to do that and what are the metrics you're going to use to measure those to see if you are being successful with that um and again I'll open cherry and David if you have any other comments I think an important thing is making sure that there's an executive sponsor on both sides so that everyone is aligned right here are the expected outcomes and that you're able to measure those and and um and realize those and I and I think it's really important that in the in the beginning like David and and bro said that you're having the workshops that the customers bringing the right people to the table and you're having healthy discussions um don't make like that is a really important part of the project don't make light of it it's I know it's time consuming and like I think BR mentioned earlier everyone has a day job but this is key and critical is everybody understanding the requirements understanding exactly and having those those conversations about here's how we do it today but you know it takes us five days and we want it to take it you know five minutes whatever the case might be have those conversations um talk about the art of the possible and get you know get alignment with with whoever is doing the implementation because you don't want to get six months after implementation and have your CIO or CTO come to you and saywell are we getting value out of service now and you don't have an answer for them um so that's that's pretty critical um the next thing is communication which we've talked about earlier not only amongst your team members but also your stakeholders and your end users the mistake I've seen a lot of customers make is they try to make the project team very small because they don't want to they don't want to hear from the detractors or the um the naysayers because I think that'll make the project go faster but often those folks who are not on board um first of all they're not going to help you Champion putting the new product into your environment and secondly they generally have some kernel of truth that they need that needs to be brought forward um you just it may not be the way that you want them to present it they may not present it in the most positive way um and you can often flip those people to be your most Ardent Champions if you include them but if if you don't uh include their eight people and a cast a wide enough net you could get to uat and find out that you have missed the mark in a lot of different ways and that's not where you want to be and you haven't really saved any time at all um yep and I'll just add BR I mean we're all in a technology environment but the reality this is a human business and communication is critical at every step along the way our chances for success or failure almost always hinge upon expectation setting and communication so again easy thing to say in theory but in reality it's really about taking that extra step forward to overc communicate in many instances especially when we're having multiple parties involved in the conversation yes which leads in well to our last Point here which is to make sure you have the right team with the right expertise and time available and training aptitude skills Etc with clearly defined roles and responsibilities um without that um projects will struggle and and maybe David you want to talk a little bit about how that works in C- delivery or you know how you've seen it work well yeah it's just reinforcing the same point early and often communication initial kickoff meetings understanding roles and responsibilities expectation setting all the things that are going to set any project up for success and then constant monitoring right we ensure that we have weekly check-ins or Sprint reviews or you know other ways to make sure that we're all staying align throughout the life of a project because again they can span over multiple weeks or even months so staying connected continues to be the top priority for any project that we're involved in yeah yeah all right so those are our our four keys of being successful and then you know one other thing that we would be remiss if we didn't mention is we know you know some of you may have purchased our service Mal impact product um and so the way impact can help you with your implementation is you know we have uh strategic expertise that uh folks that can lean in with you they and and product experts as well as certain accelerators um for instance there's like jump start your cmdb jump start your upgrade things like that that you can take advantage of there's also some training credits that come with it that you want to make sure that you would take advantage of as well um and also the health monitoring tool of your instance so we're not going to do a deep dive on the impact there's a lot there to unpack impact um but if you are an impact customer and you want to make sure you're using it to its fullest capability you know reach out to your squad or your um account team and um get more information all right so we're going to leave you with some key takeaways here um obviously the first one the choice is yours um and you know we gave you an overview of the models some questions to think about um how each model can work and what you know different values they bring and then of course you own it um we can't stress that enough and then also you know there are the individual models um so you have the four different models I think everybody has a pretty clear understanding of each of those and how they work and then lastly make sure you do your preparation planning as we've talked about you know having any of these um models or impact or whatever doesn't excuse you from doing that pre-work that um still needs to be done that we've talked about and making sure your prep prepared and understand your business processes your goals and outcomes and all those other good things and your communication um that we really can't really stress overstress I don't think um because it would always be better to overcommunication citizen development work for you so you won't want to miss that one and again we thank you all for attending and hope you have a great rest of your day thanks for coming