once again my name is Vicki and I'm a customer success manager here at service now and I'll be guiding you today through your onboarding journey at service now it's our mission to make the world of work work better for everyone that's our purpose we couldn't be more excited to work with you and transform the way your organization works today we'll be talking all about how you can access the resources tools and Community to successfully launch service now at your organization we appreciate your time and interest in today's session but before we get started a few disclaimers to make our legal team happy a recording of this event will be available later on demand on the now Community please do not disclose personal information during the call following this session we may reach out to collect feedback on this session if you would like to opt out please directly message the host and panelists in the chat today I'm here to help you get onboarded with service now this is an introductory webinar that is part of our series largely specifically largely targeted for our new customers we will provide a listing of the other webinars of more in-depth topics that will become available throughout the year I'll introduce you to all of our resources at a high level and how to access and consume these resources today should feel like now 101 of course take notes if you'd like but rest assured we will be sharing this session and all of the resources with you following today's meeting at the close of our meeting I'll provide you with recommendations for your next steps on your service now Journey with a high level understanding of the plethora of resources we have available we're confident that you'll be off to a great start before we dive into our assets I'd like to take a moment to briefly describe service now's platform your organization has probably purchased some but not all of the products listed on the slide with the now platform you break down silos and seamlessly connect people system and processes with Enterprise wide digital workflows we're not just for IT service management we have a full Suite of products to help you manage and run your business such as Asset Management security operations HR Service delivery and more because the now platform runs on our Global Cloud infrastructure you get the reliability security and scalability you need to expand your digital footprint let's take a minute for another poll question how long have you been a service now customer we're really curious to know how long it's been since you've joined us so that we can continue to tailor sessions like this to support your success in implementing service now great I see that there's a lot of new people here um some people have been here less than three months um or three months to a year and a couple that are more than a year that's great we are so glad to see that people have been with us for a while are continuing to support their knowledge and enabling service now wonderful great you might be wondering why is onboarding so important well we spoke to hundreds of customers and found three major themes among new platform users first you told us you didn't know where to find all of the great assets service now has available or when to use them we're going to demystify that for you today second you want somewhere to ask how to or how do I questions we'll show you how you can engage with the community to find answers and third you want to provide more prescriptive guidance we'll take you to the resources that explain leading practices you can apply at your organization to keep this interactive we will be pausing after each resource to see if you have any questions let's get started oops apologies we know it can be a bit overwhelming when you are learning about and configuring a new product to support your service now Journey we've created many resources today we're here to walk you through each of these assets that will support your success we'll explain why and when to use each resource all the resources provided here are at your fingertips and we'll provide links as well we will provide a pdf version of the presentation to all attendees with all the links mentioned but before we move on just one more quick poll question how comfortable do you feel navigating the service now resources this will help to give me an idea of where you're at today regardless of where you are in your journey and where we are when we conclude today's session so we can see how we can continue to tailor this okay I see some people are you know a bit perplexed about where to go to access resources and that's okay that's why we're here today and I love that there are a few people here who feel really confident that they can find anything that they need wonderful let's get started the next question you might be asking is how do I get connected to other people using service now that are like you and your organization the answer is simple join our now Community from its Inception the service now Community has been a dynamic dnamic and collaborative place for anyone in the service now ecosystem it's where you can ask how do I and get answers the community is full of context to help provide the context for using our products Beyond step-by-step instructions for example you might find code Snippets or lessons learned from other users a de developer could pose something such as lessons learn on how we implemented X product or a service now product manager May provide additional product information in an article or video you can also connect with other users in the forums or by joining service now user groups known as snugs or service now special interest groups It's all where it's also where we list all of our live on service now events like this one and meetups where you can dive deeper and talk with your peers we recognize fre quent contributors as MVPs and Rising Stars which highlight their expertise and enhances their credibility now let's take a quick tour of now Community if you need product information product hubs are organized by product Topic in the drop-down menu of the homepage in discussions you can post here and read other posts by people in these roles or by searching for conversations that you might need access to such as customer onboarding or training and certifications blogs are visible posts from a variety of experts who choose to share their knowledge groups is where you can find service now user groups and special interest groups events has links to our live on Service events and demo seminar and how to register for the knowledge 2024 conference resources is where you can always find information you need to get started such as the community welcome guide and frequently asked questions the idea portal is a place to submit your suggestions to request enhancements to the community next up now support as a net new customer you probably want to know how to get help if something goes wrong now support is your One-Stop shop to submit cases and get the technical support you need you can also find answers to commonly asked question you can also find answers to common issues by yourself using our support knowledge base in addition you get access to the status dashboard of your instances and the ability to manage your support accounts and and notifications your first step will be to have your administrator set up company users with specific roles these roles determine whether you can create cases or schedule changes and which notifications you'll receive next you'll want to explore the help center our knowledge base in the support knowledge base you'll find frequently asked questions such as how to get started with and use now support how to harden your instance and make it secure or how to request and install plugins let's take a quick tour of now support to familiarize you with its major features the landing page of now support shows your dashboard of what you need to know at a glance about your account any open cases pending changes instance health and news first we suggest that you learn how to use now support you can do that by navigating to The Help Center here you'll find three key knowledge articles to help you understand the now support portal and services next your admin should select manage accounts to set up who can log cases and who receives the most important emails about your instances in the instances tab there's a dashboard showing the health of your instance and lastly please explore the trust Center because it provides guidance on security for your instances that your admin and security team will certainly want to review as you are just getting started on the platform and if all else fails ask Cody our now virtual agent to get help just click on the robot icon in the lower right hand corner to chat with Cody now that we've reviewed two resources now community and now support we'd like to open it up for questions in the chat please share any questions that you might have in the chat at this time feel free to add questions using the Q&A function as well doesn't look like we have any questions or answers yet please feel free to share any you have great seems like everybody understands where we're at with now community and now support while all the resources we have shown so far are very helpful you may be wondering how can I learn more and feel ready to T tackle my service now implementation you want to make sure that you're doing things correctly service now's training and certification program now learning provides many courses to help you understand configure and use the platform most roles can benefit from training in now learning everyone from administrators developers platform owners and users and process owners just to mention some training is the key to laying the foundation for a successful implementation and to realize long-term value in the platform when you invest in training for your team you enable your organization to reap the benefits of service now and to configure it properly to avoid challenges with upgrades training is not something you just do at the beginning of your journey but all along as you become more mature on the platform let's highlight a few key benefits of service now's training and certifications programs with our Technical Training you can skill up your Technical and business team members to implement manage and grow your platform you can also support your employes career development through industry recognized certification such as our certified Master architect program we offer custom Training where we develop a program to prepare your process and end users through Hands-On training using your company's service now instance if you need to expand your internal resources to support service now consider our Rise Up program it includes coaching training networking and hands-on experience to help early and establish employees skill up to work in the platform lastly you can enable organizational change management by using our expertise to lay the foundation of success for your training investment with our flexible Consulting offering if your organization has purchased learning credits you will need to designate a training administrator to manage them more information about learning credits can be found in the link provided in the chat let's take a quick tour of now learning you can view our role base certification paths here under career Journeys you can search for topics such as itsm here asset management or performance analytics and then once you've searched for those items you can refin the learning content by selecting content type role product or expertise knowledge level appropriate to you once you've selected your once you've completed your selected courses you'll be able to show off your achievements with badges on social media if you need any support on now learning please access the help center for example we could search for service now system admin fundamentals oops so as you see here when I type in fundamentals it'll provide a list of different courses of fundamentals but if I wanted to search for system admin mentals I would see a curated list here I would be able to select if I would like to take an instructor Le course or perhaps an on demand course you'll see here that we can filter for different levels of expertise different roles payment type product category knowledge base and so forth while we're on our service now learning page I'd like to take a moment and pause and see if anybody has questions about our now learning and I think I saw one in the chat here see that somebody has finished the service now Administration fundamentals course and would like to practice taking the CSA exam we recommend that you have about 6 months in the platform using service now before tackling the CSA and your the materials that your instructor provides you in the administration's fundamentals course is our North Star in terms of studying for the exam at this time I don't believe that we have study guides or test reviews available but we will be working on that um shortly great now that you know how to get the technical help you may want to know more about where to find our product documentation the technical product documentation site at service now is known as docs. servicenow.com or product docs the information on this site is most applicable for developers administrators and Architects because it's mostly technical in nature however process owners and platform owners can gain insight as well as learn about product F functionality and interconnectivity you can search for specific information on products applications or features watch a video tutorial or read about whole sections of the platform at a time if you need to frequently refer to specific information and share this information you can ALS also export PDF books we are continuously updating product docs as new releases and features become available we keep documentation available for up to two prior releases this includes store and mobile releases as well let's take a quick tour of docs to show you how easy it is to browse our documentation at a glance you will quickly see the most relevant and useful information you can utilize the search box can help you find exactly what you're looking for and you can even use the filter button to filter by specific release release in release notes and upgrades you can find out what's Chang and you can prepare by exploring your resources for the Target version of your upgrade you can get ready for an upgrade with step-by-step instructions regarding up upgrading the instance provided to you in store release info you will find quarterly store releases for the product that has been released pardon me in store release info you will find quarterly store releases for products that are released some features are only available at the store so you'll want to become familiar with with it in featured content the section to the right you will find recommendations to support your instance maturity highlighted articles with key information with the latest product notes we also provide p a PDF Library where you can download books you'd like to refer to frequently lastly if you scroll down to explore products this is the section where you'll be able to look for information about our products by product category you can find them by our major product lines such as itsm you'll also be able to find asset management and all of our products if you'd like to view all of our products you can select view all products I'd like to take a moment now to pause and see if there are any questions regarding our product doc site this is quite a popular site that if you are administrator or anybody who frequently Works in our platform um I think that you'll be using often feel free free to use the Q&A feature if you have any questions excellent looks like everybody knows how to use our product doc site now that you have set up your support processes and re researched your products and connected with other customers and taken training I think you're ready to start considering how to implement service now based on our experience with thousand of customers we've developed now create now create is our implementation methodology it creates step-by-step delivery guidance and thousands of leading practice assets based on our customers outcomes team's real world field experience with customers since 2006 now create provides comprehensive coverage across all aspects of your deployment saving you the time and cost of developing such material while providing prescriptive guidance which helps you ramp up to service Now quickly what's included well first there's our tread and true implementation methology with our secret sauce for successful deployments second are success pets these are like mini project plans for every product to get you started with project and resource planning success packs include leading PR practice assets kpi guidance processing and operating models as well as Workshop presentations starter stories and architecture blueprints you can search for these document types independently as well because your service now Journey doesn't stop at go live we've included leading practices around upgrades and enhancements so you can continue to build on your success let's take take a quick tour of now create in now create you'll find your go-to collateral and leading practice guidance to run your implementation when you get to the landing page you'll find these three tiles you can start by taking the brief training to learn about our methology then you can dig into the content and search by asset or success pack you can search for a sucess pack for the product that you are deploying for example HR or cmdb in the success pack is a highlevel project plan from start to finish here you will find downloadable templates and presentations that you can tailor to your organization that can save you time from Reinventing the wheel whether or not you use our mythology you are sure to find some helpful content here I'll take take a moment to pause does anybody have questions about our now create site see here is there a dedicated space where we can find service now case studies and byproduct implementation um I believe one of my colleagues is answering that question um now in the chat but you are just ahead of me by a bit and we will be going on to review servicenow.com where you might be finding where you will might be able to find um those answers we hope by providing you with the information about our resources has been helpful but there's La one last website we'd like to mention while you may have already visited our servicenow.com site during the sales cycle what you may not realize is it houses all of the information you may need after purchase as well it helps to connect you to other resources like all the ones we discussed today as an ex existing customer you'll be want to be aware of a few key sections let's take a quick tour of servicenow.com first there are product specific pages that provide resources by product as well as entitlements by product second there are customer stories on here that will enable you to search for stories by product and Industry that can help you see how other customers have used service now to achieve their desired outcomes lastly learn how service now drinks their own Champagne by visiting now on now where we surface how we use our own platform to achieve digital Transformations and our business objectives one last PLL question now that we've reviewed all of our assets and resources how comfortable do you feel navigating our service now assets do you think that this has supported you and your ability to at least find the right website to find the resources that you need this is great I see a lot of improvement we we don't have any I have no ideas where to go we have a lot of people you know pretty confident in that if you can you are able to dig around you can find what you need and a few people that are really confident so we have at least one person who has joined that group I'm glad to see that this has been helpful to you awesome if you feel that you need support ACC accessing and leveraging these assets we reviewed today we have one more product impact that might be of interest to you impact is a bundle of products and services that helps customers get the most out of their service now investment impact provides premium technical support to reduce your risk in your instance and to give you more control over your platform impact provides a the support of a diverse team of Technical and strategic experts to help you amplify and augment your team's expertise personalized loan and coaching is a key feature of impact access to curated content for all personas in your organization and unlimited on demand training with your impact package impact offers three levels of support if you'd like to learn more about impact please reach out to your account executive you might be thinking what's next well after a review of the assets that will help you as a customer you're probably wondering what you should do don't worry we have you covered this slide is a guide to the activities you should complete to get ramped up your first course of action is to set up your service now account and get the rest of your team to do the same once your service now accounts are set up join the now community and start connecting with your peers and don't forget to register for training because knowledge of the platform is part of your foundation for success please use this guide as an onboarding checklist as you get started with service now well thank you everybody for joining us today um we really appreciate your time and we're confident that you are now prepared to make the world of work work at your organization and if you have any questions please post them in the community um and any questions that we haven't answered here we can answer in the community um as well well thank you br for posting the Brazil snug um we appreciate your time and hope that you have a wonderful day thank you thanks thanks so bye-bye