all right welcome everyone we're so glad you're here we've got a great group this morning more people are joining but while they're doing that I'm going to go ahead and get started u my name is Teresa law I'm the director for product manage Mar product marketing at service now for the risk products and I'm joined today with utar John utar you want to introduce yourself hi everyone with ker I'm part of product management team at service now works as a senior manager responsible for a portfolio of applications in risk and we have a jam-packed time for you today um we want to make sure that everybody gets their questions answered um but ukart has got a lot to say so um we're going to kick this off and you know the reason we're here is because we've got new risk applications and updates on the service now store and we're very excited about it and we want to share them with you we're doing that across lost several different of our what's new webinars um hopefully you were already able to attend our business continuity webinar that we presented last week um today we're doing our risk management webinar please join us later this week for thirdparty risk management we've been doing some amazing things with this and this is our this is our new evolved thirdparty risk management product so really great interesting things there we continue into next week as we're going to show continuous authorization and monitoring so if you're using nist RMF this is the product for you we follow that up with our compliance and audit management again lots of great things happening in that and then we end it the following week so we're taking you all the way through February with privacy laws and radar first we even have one later than that around continu continuous compliance case management and Regulatory change so lots and lots and lots of stuff happening um really quick before I turn it over to to UT I want to tell you that this is being recorded um there are lot of slides that have a lot of words on them you can find the deck in the community post so don't think that you have to uh read everything as K is telling you about this um we're going to walk through a few slides there is a Q&A button please use that we will make sure that we get to as many questions as possible um and a chat where we you know share your ideas and your thoughts and I think with that unless I have forgotten something I am going to turn it over to you goodar thanks chesa and thank you everyone for your time today morning afternoon evening depending on the part of the world you are in and wish you a very happy new year so this is a this is a time of the year I really look forward for for all the hard work my engineers and other team members to and all the feedback you guys provide in terms of improving the product is something we can give back we can showcase yeah we are listening and so so whatever I'm going to talk about you will see is a lot of things that we have spoken to you and your teams in your respective organization those have been Incorporated so a word of thanks to everyone who contributed towards this release so this is your equally as your baby as it's ours so I really want to appreciate all of your feedback and willingness to be open and helping us improve this product across in this release our Focus was broadly across three buckets or three major clusters the first one was user experience so this is something it is very near and dear to us we we keep hearing from a lot of you okay there are let's say some feedback from your users or your usage of the application and we want to continuously improve user experience is a journey we are continuously looking to make improvements into this so I'm going to talk about some of the improvements we have made in this release which is going to help you drastically improve your AR experience or the advanced risk assessment experience so we have taken initiatives such as Autos saving the responses having making sure that you now have a vertically aligned UI to use the Clutter on the metric definition record you now have an option to render your choices as horizontal drop down and you get into a details of each and every one of them right when we go into the demos I don't want to bore you on the slides but show you the live stuff so that you have visibility do what's there and some of you may have already experienced this as well so the second Focus was making sure we can actually improve the efficiency of the second line and couple of areas where we really felt there's a need for let's say tools and capabilities that could drive second line efficiency the first one is reporting so a lot of times when we were speaking to our friends in the second line function they talked about how a lot of time is being spent in creating reports that are being sent to Senior Management and leadership in Microsoft Word and they wanted help from the tool to say okay can I define the template fun and then maybe refresh it on a recurrent basis if need be because nobody wants to do repeated manual jobs these days right this is the era of geni we we we all want to do smart stuff so so that's where we want to make sure that we can actually showcase those across to you the second thing we have also focused on is while the first line is ging control and when I was speaking to some of our customers yesterday they did talk about how in their respective organization they are pushing more and more to the first line but when does when that that change happen the role of the second line is changing so the second line is actually helping the first line get gu provide guidance provide coaching which means your review and feedback is becoming more informal in nature so so that's something we are really looking forward to learn or maybe help our customers manage across the scale the Third thir thing is also strengthening our core data model so there was some feedback around how do we do object based risk assessment and can we scale it across to support multiple objects or maybe have multiple active Rams on it so we have taken that feedback into account in this release you also have provided capabilities to create net new risk and controls during our csas and enabling somebody like a risk admins to bulk reassign ongoing assessment and again there are many more which I want to get into the specifics of it so so so one of the key things in the AR ux improvements if you can go to the next slide T sir okay so so one of the key improvements we heard from a lot of customers was around uh the auto save right so so the number of clicks that are typically needed to actually complete an ar ar task that has been assigned to you so what we did as part of this release is we actually made sure and if you can go one more click just to kind of bring that broad bucket up so we looked at how can we reduce the number of clicks that are needed right that are made typically when you complete an assessment and one of the key Insight was a lot of clicks are needed because you are doing manual saves so what if we could autosave the responses that the user is providing now this also impacts your risky scores because now you have realtime visib ability to understand if my Rate Financial impact is high how does it roll up to my overall impact or My overall inherent risk is score so that was something that was missing earlier we have looked to significantly improve this in this release by introducing an auto safe capability there the second major feedback we got from a lot of customers was they felt like the scrw was really long that they have to make within a particular section and we looked at various possibilities to say okay can we minimize the top header can we reduce the section header space that we have or maybe even support the rendering of choices maybe in a horizontal layout or drop down options and stuff like it so that's a second broad category of enhancements you will see that we have made in erra and the third thing is minor UI improvements so for example another feedback we heard from lot of you is if we have let's say three or four unanswered questions it's very difficult to figure out okay where these unanswered questions are so what the system does is it automatically Scrolls you to that place where the first unanswered question is so that you you automatically have the context and can quickly get to that question or factor where you need to provide a response so so things like that have been taken into account along with it we are also enabling collaboration capability in uh things like Risk event and issues where we f multiple people could be working on it and a lot of times the conversations that were happening between people were completely offline or out of the system which means you don't have a system of Records so that's why we using the sidebar capability that has been developed in the platform to enable collaboration in the product itself and I'll showcase that across to you as well when we get into the details so so with this and the last thing I want to talk about is also something around the vertical UI experiment that we are making in the metric definition so maybe just one click there and that would should pop up so so so one of the things that we also heard from our customers is when you have this workspace UI the number of tabs that you have on a particular record like an issue or a risk statement are way too many right and sometime they are feeling lost so we are doing an experiment with metrics definition record and the objective is if that experiment is successful if the feedback is good we're going to actually roll it across to other areas as well now without this further Ado I would actually want to go into the system and showcase some of these capabilities across before I go into the second bucket sounds great go ahead and grab the screen and you can everyone always excited about actually seeing it live absolutely I I mean always believe I me seeing things in system is so much more context than the PowerPoint slides and uh if you can confirm if you can see my screen now I can and actually people are asking if it's going to be recorded this is recorded and it is going to be available on the YouTube and I will put that link in our chat because I know we also have other meetings that are happening oh yeah absolutely absolutely so so let me go into one of the AR assessments that we have and let's say I go into Acme India and I pick up one of the risk assessments that I'm supposed to do uh let's pick up maybe this one here uh maybe misuse of Authority or offering bribe as an example now the first thing that you would notice as soon as you kick off the assessment is where in the previe in the past we used to open up two breadcrumbs on the top right so now we have merged this into one bread because this is a feedback that we got from a lot of customers saying okay that two tabs especially if you're are using this in context of a tab based workspace it kind of leads to too many tabs for each assessment and it kind of impacts your overall experience now the next thing you would notice is on the section header you we now have also given a side panel for you to view the risk details and therefore you may not need that much of screen space on the top so you now have an option to collapse this and actually use that screen space to perform an assessment now within each of these assessments let's say if I'm talking about drop- down choices so you can clear you can see that you can have horizontal rendering of the drop down choices you can have vertical rendering of the drop down choices you can also do like a drop down so so for example let's say something like this where you have five more choices you can actually drew a drop down of these choices as well so now you have absolute control depending on the number of choices you have how do you want to render it is it vertical is it horizontal or is it in a drop down kind of a control and the good news is this can change even for existing ramps right so so it's totally up to you in terms of how you want to do this the next thing is a minor commment if you notice on the top when you go scroll down we are actually optimizing the scen space so all this is a lot of attention to details to understand okay what are the potential areas where we can optimize screen space reduce the scw that you make on the screen and also on the group Factor level you now have a capability to actually provide additional justification this is again a feedback we got that a lot of times when we do factor-based assessment for group factors we don't want to provide individual Factor level comments but rather have the comments over overall at a group Factor level so again like I said all of this is the feedback we collected from you in terms of improving this AR experience that you see getting released in f24 so so really thankful again for all the willingness and and providing candidate feedback on areas of improvement here now let's say I provided the responses and if you see the system is automatically saving it's Computing the score and let's say the score is not yet computed but when I move to the control assessment there's an error and automatically the system did scroll to the top saying hey this is the factor that you actually did not respond so so now it's easy for me to actually go to that factor quickly provide the response and now I can see the risk score is getting automatically computed to high right so that's roughly four or five clicks list that you typically make just to get there so so I do my iner current assessment I move to my control assessment I can do my control assessment so I can see there are multiple controls that are there I can do a control assessment here I can move to the residual assessment and in this case the residual is autoc computed so I don't have to do anything and I move to my risk response now again a feedback from a lot of customers was the risk response workflow ends up creating a new risk response plan of action every time we trigger a new assment but a lot of times you need to perform an assessment more frequently while your plan of action may still be valid so so we thought it's important actually we decouple the two things one is capturing what your feedback is to say either you're accepting avoiding mitigating or transferring this risk and then only if needed you end up creating a net new task so this is a change that we are making in this release and you will see this is the risk response as a focus a area for us will be there in the next release as well where you can even relate to the existing open task so that you don't have to create net new uh risk response task as you perform these assessments more frequently so so that's a that's like a baby step that we are making in that direction in this release towards that eventual goal of ability to use your risk response plan across so now let's say I've have done the risk assessment and I want to submit it across now one thing you would notice is very minor feedback again people were using earlier submit for approval but approvals are Dynamic so customers and users said it's kind of confusing to say submit for approval when you don't have approval or so that's why we ramed it to approval and made sure that the approval workflow is going to tell you that okay is the system is going to go for approval or are there no approvals that are needed at all so again very very minor changes that we have made but all of this is basically feedback and whatever inputs we have received from all of you and I mean at least the number of clicks are significantly reduced now from what it was earlier so so we end that experiment and felt like 70% of the clicks are now minimized in comparison to the last time so so that's a step in that direction there we've got a few questions here um we've got a couple in the chat make sure you use the Q&A so we can actually capture them after the fact but um what we've got here is what if there isn't impact financially or regulatory do you have to make a selection or will it allow me to not answer that section yeah you can so you can have optional factors absolutely so that supports the AR model do supports optional factors uh in my case all of the factors were mandatory that's why it's all expecting a response but if you make the factor optional you're not expected to respond to that factor mandatory so the next question is kind of combo question can we have can we create multiple response tasks based on the new workflow um that's the first question yeah so so when you say multiple response toop I'm assuming it's of the same type so this is an enhan yeah that's that's the other that's the other part of the question the next question is multiple tasks of one type yeah with that logic usually as is usually the case for mitigation as you mitigate with different tasks absolutely absolutely and like I said in the upcoming August 24 release we are making a significant investment into our risk response capability and that use case will be addressed then so in this release we could not scope this in but it's going to be addressed where your mitigation task will become like a mitigation plan of action and you can have your child task or subtypes defined saying okay these are the the sequence of activities we need to perform in order to actually completely close those risk mitigation plans so just to confirm the action is so an action can be selected but a workflow for approval or mitigation assignment isn't required optional or select task that is correct that is correct yes okay okay a dynamic so one of the things we did in couple of releases back is we made the complete AR approvals Dynamic so that way is your all you're filtering the noise to say okay maybe risk which are outside the appetite or maybe risk which are Beyond a certain threshold in your organization of certain categories as an example of perform by certain individuals only those needs to review and approve so so that's again a feedback we receive and it could be even multi level in nature to say level one level two level three and so on and so forth awesome okay that's all the questions for now you want me to grab the screen back to go back to the slides or no yeah I want to go into show two more things ah you have more to show us absolutely absolutely so one of the other things I want to display is something like a collaboration Hub so this is this is something we are evaluating across the platform so let's say I'm I'm a I'm a second line risk operational risk manager now I come into this risk events which is owned by somebody like maybe Karen zombo or somebody who's owning this risk event and have some questions that I want to ask right around this risk a lot of times what was required is you need to take this ID pasted into teams or slack and then have this conversation with somebody right or maybe I'm working on something like an in like an issue or a risk event and I want inputs from others so you need to tag people then but then tag would send a mail people would lose track of that email so so one of the feedback we got is we want the collaboration to be built in into the system so now on the issues and the risk event uh Records you will have this action called discuss and what this does is as soon as you click on this action it would initiate a chat conversation right so so let's say here I have a chat which is already open with able tutor so so that's why you see that able tutor is already there but if you go to any other the risk events as an example and if you want to initiate a new chat saying okay I I want to discuss with maybe Karen zombo as an example and I can say hey needs to check on the entries does not look right you can initiate a conversation and now at this point of time what will happen is Karen I impos it as Karen here Karen would get a notification in this here uh in the in the conversation box and this can also be integrated with team so that if you're not online you can actually see this and Karen will have the context so if you see the record context is already given so that Karen can click on it quickly open up the record context and can respond to it now this is a possibility helps us reduces the amount of two and fr that was happening which means you can now get things resolved faster you have collaboration built in into service now and reduce the amount of let's say two and fr in the workflow that was happening earlier right so it's a very important let's say capability to reduce the cultural challenges between the first and the second line and make sure we can work together as a team on this more proactively so that's a second major change I wanted to Showcase and again this something though we have enabled on issues and risk events it could be enabled for other workflows as well if there's a need for and you can let us know okay what are the other irm workflows where you want something like this to be enabled in the future releases the last thing from a user experience perspective I want to demonstrate is this idea of a vertical tab based navigation right so so like I said one of the feedback we received from a lot of our customers is if I go into an issue or a risk statement or a control objective kind of a record page I have these tabs on the top and they're all let's say horizontally or tabs aligned so I have to search for information a lot so so one of the experiment and then the amount of screen space you have to actually provide inputs to the fields is significantly reduced so you're looking to see okay how can we better scale it across so for example in metrics one of the ideas we are trying is can we actually have something like this where you have all your relationships that are there right vertically aligned so let's say I'm creating a k around Employee Engagement index and I can provide all the details around here to say what's the frequency on which this metric is going to be collected who the data owners are and stuff like it so now once you do it you would observe that the other relationships that are there those will also appear into the side navigation here right so and you can group things for example all the entities relationship like entity typee and entities can be grouped into one you can have maybe the relationships with thisis two controls into another and this is something you have complete control over so you can Define how you want to logically group the stuff without writing any code so it's completely configurable again an experiment we are trying to make with metrics but if we get good feedback we can we can look to scale it across multiple other record Pages as well so so those were some of the changes we we are making in terms of improving your experience within the risk workspace and all the connected workf flows and risk and people are very excited I have lots of questions for you so back to the collaboration feature um does this apply only to risk events or are you thinking of creating collaboration on a risk assessment yes so so as of today we have enabled into risk events and issues so those are the two workflows that we have automatically enable we're looking to hear from customers to say okay whether it's risk assessment whether it's control testing or control assessment what are the other use cases you feel we should enable this collaboration feature on so you're always actively listening and based on the feedback we hear we will prioritize the other use cases but these are the two areas where we heard from a lot of customers there are multiple stakeholders involved there's the need to let's say have a lot of conversations and that's why you see this getting enabled into those two workflows by default right now in the first release there is a there's a comment about integrated into BCM module so it looks like it's not just risk that people are looking at to integrate it across all of our different applications and this is all documented in our documentation so you can read all about the collaboration feature in the service now docs um so next question can emails be triggered based on this start discussion or discuss users are not not habit Habit habituated to chat it's not usually don't usually chat on service now it's not a habit no absolutely that's a great feedback and and that's something that the tool does so so that's where I said it can be integrated with teams as well so that even if people are not on let's say service now instance they will get the same notification on Microsoft teams because again just a trend that I have been hearing from a lot of customers is they are trying to to get away from emails where they feel it's not really ESG friendly and people move all these email over spam right so so people are trying to get away from email in a lot of organizations but the tool does offer that as well so so if you want to enable those emails you can but generally I've seen that works really well if you have teams integration and you can get that notification and team and then respond to it into service now as well great perfect so next question then um the initial or annual risk assessment on risk statements or entities the organization ofly performs annual risk Assessments in a very collaborative Workshop format so this sounds like it is the kind of tool that they would need to be able to do that more effectively absolutely absolutely so so that's why we said we want to hear from you so this is an absolute valid use case for me to go back to my team and see how we can enable this into risk assessment in the next release as well so I'll take that feedback and absolutely valid yeah can you um show risk identification workflow and explain how risk identification and the Rams relate and for which personas okay so so so we are not going to cover risk identification maybe Tera we can take up an action item to Showcase that across with the participant who's interested in that and we can set up a one onone session for him yeah so we actually have that in our chat so we will actually follow up with you um okay few more um you said s you said sidebar is connected through Ms teams is the record context provided through this Ms teams notification like shown in the sidebar so users can click to navigate to the targeted record absolutely that is correct that's correct so the same message so let me share this again that you're getting here you would actually get in into Ms teams as well and that's where you can open up the record directly by clicking this link now one other thing while we are here I forgot to mention is let's say this is a conversation which you want to post as a system of Records into your activity log all you need to do is say post to activity stream and whatever conversation you have is actually now available into the activity stream as well so so this is a major uh let's say feedback we also heard from customers to say okay a lot of time these conversations were happening in teams but we didn't have a system of record or you have to download the file attach it so it's not very logical if you want to go back and say okay why we did certain things right in that fashion so that's also something you can actually easily do just by clicking that post to activities stream there perfect um let me think here wow um I think that's it for these questions I know you've got a lot more to show oh absolutely let let's keep moving yeah yeah so so those are the first set of ux focused enhancements that we wanted to make now I'm going to switch gears and help our second line friends to actually improve their day-to-day life so there are two major initiatives like I said that we have focused on in this release the first first one is ability to create reports in Microsoft Word using service now data right so so one of the feedback that we heard is okay by service now dashboards are great A lot of times you need to add additional context you need to actually share this reports with people who are not going to be logging into service now to track this across and therefore it's important even to regulators and therefore I should be able to use the service not data that I have into Microsoft Word directly and once I create a report I don't want to let's say go into this job of every quarter spending hours recreating the same report but with the different data so that was a challenge that was given to us now for those of you who have seen our ESG application may have seen this tool or this utility that we have which can integrate with Office 365 right and could have a plugin into your word so let me show you how this works right so so what I'm going to do is go into my word application let's say I'm looking to create a new word document so I'm going to create a new word document and uh I I mean there are there's a KB article that needs to be followed that kind of tell you how do you set up this across so that you this add in appears you can do this locally or you can do this at your system by wi or organization wide level but once you do it a local admin called service now reporting will appear now once this ad once this plugin is enabled you'll see two links one is called as an insert link and the other one is called as a manage link the insert link is primarily used to insert new uh reports visualization or data points for service now while manage links is used to refresh the existing data points that are there now let's say I'm creating a net new report and typically you have a page header so you can insert a cover page into this so use any of these Microsoft features that you want to so let's say I start with this so this is my cover page that I have created and maybe from so I will create an introduction paragraph so I'm going to do some Microsoft Word typing to talk about what the context of the report is going to be but from the next section onwards I want to have sections for risk events I want to have sections for risk and and metrics now let's say within the risk event section that I have I want to have bring in some of the data points from service now so what I can do is click on this link called insert link and what it will do is connect you to your own service now instance you can do an authorization check now in this case because I've already logged in into my service now instance it's not doing that authorization check here but it will make sure you have valid credentials and you have access to that information that you're looking to uh get from service now into Microsoft Word and on the top there are three tabs the first tab is the data tab the second tab is the table Tab and the third tab is the chart tab so I'll come to the data tab later but let me first talk about what is this table tab so table is basically a list view in service now so these are the uh this is your typical list of things that you have so for example let's say your risk register is a classic example and or maybe or risk events by closed risk events by Basel category as an example so any of these reports that you have created as list reports uh in service now can actually be used to get the data so for example if you see close risk events by CA I I can import the data click on this ad and automatically this data is pulled from service now right similarly I can have more reports here so so in this time let's say I'm looking for something around risk register that I have right so I can click on this ad and it's going to import the entire risk register that you have within service now into Microsoft Word right so so this means it can span across multiple pages and all the data all the columns that you have there will be brought here so you can see all this information is now whatever we have conf configured as a risk register report again the tables or the reporting items that you see are configurable so even if you create your own net new reports in service now those are available as well so very very powerful helping you actually automate your reporting similarly you could also use charting so for example let's say there's a chart that I've created and let's say I want to pull in the highrisk entities as an example so I can pull up this chart into my report here so if you see all this is there and now on top of it I can also use Microsoft Word capabilities to modify the layout so maybe I want to modify the colors or maybe I want to use a different chart type and the good thing about it is this let's say the changes that you're making in terms of the visual presentation is consistent across or persisted so that when even in the future when you're refreshing the data you don't have to again apply these kind of visual changes onto your charts similarly if you want to do color coding into Fields like this you can so if you see I can color code and all these formatting options that you have done is persistent so that only the data is getting refreshed now youve done this now next time around I don't have to even create this report I can go into this manage links and let's say I will show it will is showing me that these are the data points that you're getting in from service now and you can just click select those data points and say refresh so now let's say q1 I created this report next quarter when I come in I just need to perform that single click and all of my data is refreshed from service now right so so I'm sure this is going to save hours and hours of efforts for our second line friends in creating and managing these reports across that to multiple stakeholders within the organization we're getting more questions on us so I think people are interested um well okay so couple of different questions this looks like it overlaps a little bit with our collaboration um so how would the report be edited removing certain columns and word table editing things like that and then can it be modified before importing into word for example omitting columns yeah so so whatever we do in service now see what the system is doing is these are the columns you have configured into service now instance and that is what you are getting here so if you want to modify these columns or maybe have additional columns or filter the data so all that can be done in service now and create and saved as a report and then that report can be pulled into Microsoft Word here so that is the objective so you have your reports defined into service now but now you want to reuse the these reports Into Your Word document to create it so so that's the overall objective behind providing this kind of a capability here okay so all right we're getting a bunch of different questions from places um so does the report work with both MS PowerPoint and word so so in the first release we are only supporting word and that to you should be using Office 365 but in the future releases we are looking to scale it across Excel and PowerPoint as well on on that's on the radar but in the first release it's only supporting Microsoft Word as of today so by default All The Columns of a table come into the report is that correct that that is correct that is good yes okay um an admin question um do we have documentation for admins on the prerequisite set up before we can enable this report report feature yes yes yes we have a KB article we also created a video that we're going to share on the community which which talks about from an admin perspective as well as from a user perspective how can you use this feature so so there are both if you follow video V you can use the video if you follow stepwise instruction you can follow the KB article as well so so we have all the documentations defined for various personas here to use this and then I'm not sure if this applies to actually this portion or the previous portion but will something similar be built for Google Docs yeah so so as of today we are prioritizing Microsoft Office 365 uh we haven't priday Google dogs or other tools right now but we'll take that as feedback to see if we can maybe scale it across other platforms as well okay that's all for now I know we'll have more keep the questions coming this is wonderful you guys are are asking some really really good questions no absolutely this is this is great I mean I love always responding to all these questions and just helping people out right understanding the capabilities here so so that's great validation so the last thing I want to show is also the data so let's say there are use cases where we heard from customers to say Okay I want to get a single data point or maybe I have my own template that I have defined I want to get in data from three or four different tables so so I want to get individual data points like could be a risk description that you're looking to get so what I can do is I can actually go into a particular service mod table as well so for example let's say I go into risk table maybe control table so whatever that table is or maybe citation even right so so I can say okay this is the control number let's say control 1 03 and I'm looking to get the control description as an example right and now it should paste here so if you see the system has copied the control or have a reference to whatever your control description was into service now and got you here so that way if you're looking to create like an ad hoc report which says something like this control description right and control name here so you can so so now instead of control description I can put in control name here as an example right so so this is helping you create those ad hoc report templates that are specifically in there and and you don't want to create it into service now but do want to have use cases for inline creation of reports in Microsoft Word as well so this is third tab that you see and and now let's say if you want to validate the data point you have this open link and which is going to open up your service now instance right uh so so that ways you can actually select this and say okay open this data point across and it will exactly show you that data point into service law So So for anybody in the Senior Management layer and stuff like it that is looking to validate this information they have absolute transparency and they can get to that further details around this information if needed into Sol this now as well so that's a first set of features in terms of reducing the amount of data or effort the second line spent in creating report the second new thing that I want to talk about is also a review and feedback workflow so this is our net application which is democra democratizing our review and feedback workflow now one of the feed one of the let's say insights we had from our customers was it takes a lot of time just reviewing and challenging everything the first line is doing and now if the second line is reviewing and challenging everything first line feels they don't really have control so so we talk about risk culture having trust in the first line that they're managing risk but this works against that again cultural element so so a lot of customers of us were discussing on this idea to say okay can we make it optional to do these review and feedback and make it a bit more let's say non involved in the workflow so that you're not stopping the workflow ATR so so for example the easiest thing to think of is let's say I'm creating my report now generally a lot of times I send this report across to my manager for review now there are situations where my manager has other things on his plate and he cannot get back to me but that doesn't stop me from meeting the commitments I have made right so so a lot of times I am required to submit these reports even though my manager is not able to review them right but ideally speaking I want my managers to provide the feedback and tell me how I can do certain stuff better so similarly your second line third line want to make sure they can improve the overall risk culture within the organization without being an active participant in the first line workflows and can capture this feedback now one of the ways customers highlighted they were doing it is probably in the work notes but then it was all getting lost so for example let's say I review an rcsa and I provided a bunch of feedback that whether the feedback is being actioned or not is something I have no way to track in the system so you're looking to create a very simple workflow which can help you achieve those goals so what we did as part of this release is actually just that so so we have now a capability in the product which we call it as a review and feedback mechanism to actually provide this feedback across so what I'm going to do is impersonate as Andre tayor again and let's say Andrew Taylor is a second line user and he is reviewing one of this risk event around brand someware now on this risk event you would observe in the side panel there's a new tab called feedback now this requires a net new application which is available to all our irm professional customers which we call it as a review and feedback application once this application is installed you would see this uh new tab called feedback and all of the feedback that have been provided against this record is can be viewed here now if the feedback are still open those are displayed in this tab but if the feedback are closed those are displayed in this corresponding tab now let's say I'm reviewing this risk event and I see okay these details are fine but I don't think this is a personal risk event and maybe yeah uh the cause and the consequences are also incorrect so so I want somebody in the first line let's say Karen again who's the owner of this risk event to fix it so I can click on it and I say needs or details to be fixed on this record right and I say okay the cause consequences as well as maybe the category seems to be incorrect as an example and I send this feedback to Karen and I can assign a priority to it to say this is a critical feedback right so now at this point of time I can also go to individual line items and say okay maybe the cause that I have should be a different value as an example similarly maybe the category it cannot be personal an example right so I've captured all the feedback across and I can now send this to Karen now typically Karen would get a notification out in the system to say hey there's a feedback that have been that have been provided on the record that you're working on so you're responsible for responding to this feedback and let's assume Karen clicks on this email that has been given to her and uh which launches that workspace so let's see the view from Karen's perspective so Karen is let's say actively working on that risk event record and has clicked that email to go into that corresponding record Karen will immediately notice that there's a new feedback that has been given to her that is waiting for her actions so Karen can go into details of this feedback and she can see there are two individual line wi items feedback that has been provided so the first one is around the category fee and Karen can go and maybe yeah I agree maybe it is more around information security taken care right so I've remediated it let's say maybe something around cause is something I do not agree right for whatever reason I can reject it and now I have taken care of this feedback so I can send it back for my feedback or the the Challenger right to say okay I'm done with this uh can you please review right to say okay whether the feedback has been close to the satisfaction or not so at this point of time again the person who reported this feedback will again get a notification to say hey Karen has responded to your feedback and they have a choice to say okay do you agree do you disagree with the feedback uh with how the feedback has been dispositioned as an example do you want to maybe reopen this and I'll show you that too so if I go back into my risk workspace here and you can see again this feedback has been responded by Karen it's waiting for my closure so I can either close it or maybe I can say I want to initiate further actions on it right so so you can say maybe I'm closing it now but I want to capture it as a net new issue in the system so you can create a new issue or if there's an issue that is already open you can actually link link it to that so I can say Okay link it to issue as an example right so and this is the corresponding issue that I want to link it to right so both of these possibilities exist but let's say Karen is not satisfied or maybe she wants to First validate whether sorry Andrew is not satisfied and wants to validate whether Karen has really actioned on it or not so we have also created a change history report in this review and feedback workflow where user will get a system of all the change that have been done into the record when the feedback was raised and to the time the feedback was responded so you can exactly see what the old when the new value was and if needed you can also export this out into uh an Excel or a CSV or a PDF kind of a format or maybe email them to right so that's also something you can do apart from that if you want to initiate a conversation right similar to what we showed earlier right the site bar collaboration that is also available so you can click on this discuss option to actually open that collaboration across you can move it back into draft state which means I'm not satisfied with the responses that have been provided and therefore I want to move it back into the draft status and if let's say if there is feedback that somebody else has provided but I'm really interested in keeping track of it I can also follow it across to say Okay I want to follow it so maybe add myself to the watch list on this to keep track of all the changes that are happening right so that ways we are helping our customers keep track of all the feedback that the second line is providing right and but at the same time making sure that the first line is not looking at second line negatively and they have a very good working relationship now one of the last thing I want to showcase corresponding to this capability is also a dashboard so so when we actually spoke to our customers about it they said this is wonderful but we also need a dashboard to keep track of these feedbacks right at scale across the organization and this is a dashboard that is available to you out of the box to track okay what are the critical open feedbacks you have how many of them have been rejected if there are feedbacks that are not yet sent out so you can keep track and maybe send them across what are the areas where you're getting this feedback across if there are unaddressed feedbacks or what actions have been taken on those feedback like the further workflows that are getting triggered from it so this is a net new application that is aabl for and in in irm as part of our professional skew and the good thing is you can use this for any service now workflow so I'm going to quickly show you also the admin layer where you can go and enable this for any service now workflow as long as they on the next experience right so that's the only constraint so so I can go into something we call it as a uh review and feedback integration configuration so if you see out of the box we have the feedback configuration on the risk event record on the risk assessment control test as well as control but if I want to create new one let's say on the risk record itself all I need to do is say Okay I want to enable this for my risk record as well and so this is the table that I have and the workspace URL path is going to be risk SL risk this is Prim for the notification piece the default respondent for the feedback that I'm going to provide is the owner right as an example here so it could be anybody right that you select and the last thing I would mention is you also have a capability to say okay what workflows should be reviewed by what user groups so you can filter them down to say only if you're part of that User Group you will have this capability to review de so if you are looking to implement that fine grain access controls into your organization you can say okay maybe only this particular group of users can actually review this item which is your risk record in itself right so so yeah so that's the that's the second major uh area that we have looked to address as part of this release here so yeah so this is a near application that we have released that is fantastic we've only got about two minutes left if you want to just show the other two slides to kind of give people an idea of some of the the new capabilities we've got a quick poll to find out what what you guys liked about what you've seen today and then we'll wrap it up and all the questions that are in the chat that we didn't get to or in the Q&A that we didn't get to rather um we'll make sure we follow up with you after the fact yeah absolutely so so two other things I want to quickly summarizes we also for the object based assessment as part of this release we have enhancer data model to reuse risk assessment methodologies across multiple record types or objects as we call it so let's say something like compliance risk assessment can be used to assess a regulatory obligation or a citation it could be used to assess a control it could be used to assess even let's say policy exception as an example if need right so so you can actually select all the different record types within the single methodology to say this methodology applies to all these different record types along with it you can also have multiple active Rams on the same record context if you want to so that ways there's no limitation from a data model perspective when you use an object based risk assessment it has absolute you have absolute control over how you want to use that object based risk assessment couple of other things that I want to highlight is also improvements in bulk reassignment and approvals of AR task so so this is again a feedback we received where let's say if our senior leadership has 10 or 15 odd AR approvals that they need to review and approve they should have a bulk action to select all those approvals and approve them at once or maybe somebody like a risk admin want to bulk reassign these AR task you now have a focused capability for these risk admin administrators to bulk reassign these along with it support for risk and control Creation in the next experience so as you see out of the box we now support creating next new controls as part of your rcsa experience as well this was something which was missing in the next experience earlier was supported in the uh core UI but was not supported in the INX experience but as part of this release we are getting to the feature par there as well so we share these slides happy to have followup conversation with all of you around this but those were some of the key highlights that I want to I want to showcase I have put the link to the YouTube playlist in the chat for you to to share with your co-workers that didn't get a chance to see this live um there's also a link to register for our upcoming webinars so we like I said earlier we have a lot of them coming up the next couple of weeks we'd love to share those with you um go ahead and and make sure you not jot down those those URLs and thank you very much for being here we really appreciate your time we love your feedback and I want to thank utar very much for presenting um like I said lots of amazing enhancements and and again wonderful questions from you all so thanks a lot again for all of your feedback looking forward for all the one-on-one conversations in the future as well so happy to connect and respond to any further questions you have thank you very much have a wonderful day afternoon evening everybody and hope to see you next time thank you