he we got Canada Canada's in the house that's another country notched up thanks very much awesome so guys we're gonna we're going to dive in because I think we've got a really exciting hour of conversation here um so before we do that I do have to just make a start on some housekeeping notes and someone's very politely pointed out that I already called out that Montreal is in fact in Canada as well thank you I'm a Brit ignorant to some of that part of the world all right so here's the housekeeping first piece the boring part some of this presentation may contain forward-looking statements that reflect our current beliefs of service now but they but remember you should be making your purchasing decisions based on things that are out there um and not rely on anything that's a forward-looking statement and areas of roadmap that we may be talking about in this session so today's session is part of the live on service now it's a curated event series that connects service now experts and peers and it can help you deploy your products and Achieve value faster so we hope you join us again at other webinar sessions or in the 360 exchanges and you can see a schedule by scanning that QR code and using a link that's appearing now in the chat awesome so a few quick notes as well before we di in so this session is very much for you and about sharing you know one of the things I love about service now is that we're a community and so we can have these open transparent conversations and learn from each other so encourage you to ask questions we'll reserve some time at the end of presentation for Q&A uh the Q&A feature within Zoom gives you an opp opportunity to ask questions throughout this session um we're recording so it will be shared on the service now Community afterwards similarly feel free to head over to the impact product Hub on the community at any time to engage with our experts ask questions you can see the latest Innovations and you can also see there the upand cominging events uh lastly at the end of the session please look out for the survey because we love to hear your thoughts and feedback so I want to introduce who's who's here today so um I'm going to quickly do an intro on myself then I'll pass to Matt and then we've got one of our wonderful customers Peter from eleg who will do an intro and explain a bit about what eleg is and does my name is Andrew bills I'm part of our customer outcomes a Mia leadership team I've been with service now a little over five years um prior to that worked in the world of digital transformation as part of the sap ecosystem so customer outcomes is the part of service now that exists to make our customers wildly successful on everything they do with the platform and we also exist to work with our wonderful ecosystem of Partners to help activate them and give them the knowledge and information they need so I'm hosting this session we're going to have a bit of a product tour that Matt's going to take us through uh and then we're going to have go into a fair bit of detail with Peter around the journey that his organization has been on with the service now platform and how they're really driving value and delivering on the business outcomes that are important to eleg so Matt if you'd like to give a short intro yes thanks Andrew hey everyone I'm Matt Hong I am a product manager on impact I've been with service now for little over four months now um but learning lots and really excited to be here and excited to walk you all today through a quick demo of service now impact as well as why we built this I'll pass it off to Peter Peter if you'd like to hello good afternoon good morning everybody my name is Peter Drake I'm the director of Enterprise service management at London Stock Exchange group The London Stock Exchange group operates globally uh we are financial markets infrastructure organization we provide uh a range of services to our clients across the trade life cycle from the service now perspective our team runs service now the group we operate on lots of different products our job is to um Drive the digital Enterprise or digitization of Enterprise services within our organization and be at the heart of the digital transformation that we're driving within our organization as well fantastic thanks Peter now when we were preparing this session for Peter to give a short introduction on what eleg is and and the things that they do actually what he recommended is we've got a short video so it's a one minute uh I rather enjoy it and I think it gives a good summary of all of the different areas and types of business around the globe that eleg is involved in so let's run that in the world of Finance names can be a bit misleading take ours for instance pronounced Elsa AKA London Stock Exchange group sure we're in London but we're also here here and here in fact we do business in 190 countries we're practically everywhere except here well not yet anyway we're proud to be one of the world's biggest most International stock exchanges connecting Capital with ideas for centuries but that's just part of what we do today we connect the news information insights and systems to create possibility across the markets partnering with almost every major Financial firm in the world you see others do some of what we do but not everything we do instead of eleg we could have called ourselves the London and practically every other place in the world stocks spons currency data analytics indices risk management clearing exchange multid class group but that's a little wordy Al sec awesome I wonder if that URL is still available I have a feeling it might be um but look I think that's the perfect segue into really what we want to be focusing on in this particular webinar okay and it's all around acceleration of time to value and realizing business outcomes so I wanted to get started on a bit of a poll right we know that you can't change what you don't measure okay and so being able to look at items of value value for the business really that's at the heart of how we make sure that our customers um are unlocking the full value of the platform so there's a bit of a poll that should have just popped up on the screen I can see you guys already diving into which is perfect so it's a question on how do you actually um track the value that you're receiving from service now um it's about one of them is you know do you have formal metrics and dashboards I know that's something that more and more organizations are taking the time and effort to stand up do you do it based on gutfield not a very popular answer yet so far uh third is manually generated reports that certainly started my career many moons ago that was very very familiar to me and the fourth is currently not having good Tech you know good good um uh mechanisms for tracking in place so I can see looking at the poll results that you know a significant proportion are answering actually that you don't feel com comfortable that tracking of tracking mechanisms are in place um that's something that probably not too surprising to us right so if I think back to you know as well the customers I'm speaking to day in day out value management has always been I suppose a top 10 it organization priority but it you know historically has sat down there at number seven or eight and that's something that slowly has over the last particularly two or three years bubbled up that it's become almost a number one priority you're buying and investing in platforms based on the outcomes that they can deliver for you as organizations and so the importance of being able to demonstrate that value so that you can get further investment so that you can prove that your team are delivering on that value is absolutely critical so in a moment I'm going to hand you over to Matt and he's going to give a product tour of the impact digital experience so we talk when we talk about about the solution of how we're helping get customers to success and delivering faster Roi Matt will go into a bit of detail on the significant investment we've put into that and how we're driving that with now more than 2,000 of our service now customers globally and following that we're going to go into a bit of a fireside chat with Peter because he's been on that Journey with us now for quite some time so Matt I'm going to pass it to you to unpack what is in the product experience of service now impact thanks so much Andrew uh if you don't mind going to the next slide yes so from the poll thank you all for for participating it looks like a good number of you don't have good tracking mechanisms in place today so it's actually my pleasure to introduce you to service now impact this is a value acceleration Solution that's designed to maximize your investment with service now our solution is built directly on the now platform and it combines predictive software with human and genuity to keep your platform healthy and most importantly speed your time to Value what we do is we offer personalized insights recommendations value tracking industry benchmarking best practices content learning and premium technical support all centralized in one uh beautiful experience built and continuously iterated for you so like Andrew mentioned we're going to hear from Peter at London Stock Exchange about his team has been using and benefiting from Impact but I'm going to give give a quick primer of what impact is so I'm going to transition to a demo right now go ahe and share my screen and we're going to see how Jackie a platform owner for a fictitious company called scale now leverages service now impact so here I'm logged in in in Jag's instance and she starts her day at the homepage this is a single pane of glass for personalized value acceleration at the very top of the page right here under Key activities she reviews all the key deliverables tasks and activities that need her immediate attention the impact homepage also includes personalized recommendations for Jackie right here including training as well as accelerators and tools to amplify her expertise and the team's expertise on um the service now platform what we're doing here is we're leveraging AI to help provide future guidance so all the activity that Jackie performs on the impact portal will train the personalization engine to further refine future recommendations for Jackie here scrolling down further she reviews the business objectives and initiatives that support her value journey and this is what we mean by objectives and initiatives that are important for Jackie's company including one that we see here for increasing employee productivity which I'm sure is a popular one this will be a big goal for for company that will require all Hands-On deck and includes an array of service now products it's not just one it's itsm HR Sam and more that are powering this initiative scrolling down Jackie can also review her impact consumption the entitlements that she gets as being an impact customer so aside from this digital experience impact also includes valuable resources like advisory sessions which are these expert-led workshops where Jackie can ask service now technical experts on best practices to achieve their goals accelerators which are fix scope offerings to help accelerate the service now Journey these are things like design reviews maturity assessments a certification exam um trainings as well as learning credits this can help Jackie receive tailored guidance skills and expertise at the right time and it looks like she has quite a few credits handful of them that she could be used for certifications and courses to not only upskill her but also her team on the service now platform scrolling back up on the homepage and on the right hand side here Jackie also gets a quick snapshot into the status of all of her recommended service now capabilities that will accelerate her company's path to Value this is across all the products that her company has purchased and she can see what stage from implementation in use not in use that they are in platform health is also top of mind for Jackie with a healthy platform she can push Innovation to her users with confidence and right here at the homepage she gets a quick snapshot into monitoring her instance health so she can see key metrics crack Trends over time as well as see how she compares to peers of the same industry same size and using the same type of service now products one thing that we mentioned is that impact is all about giving you the right content and recommendations at the right time in your journey and here Jackie also is able to receive the right product content at the right time this is designed through a machine learning algorithm that where she receives personalized content recommendations enabling her to adopt service now products even quicker now we mentioned that impact is a combination of not only just this digital experience but also support and of course if she has any needs any support has any questions she can initiate a conversation with her impact Squad to quickly receive the support that she needs the impact Squad is a group of Technical and success experts from service now that will guide her through her service now journey and from here she can easily initiate a conversation is if she has a question lastly on the homepage that I want to call out here is at the top right which we call impact foundations and this is what makes impact such an exciting value proposition for our clients we've analyzed thousands of customer engagements which enabled us to create a step-by-step operating system that helps customers deliver maximum value in the shortest time possible with impact foundations Jackie knows where her company is in the value Journey you can see that she's currently in progress in building up a value blueprint knows exactly what she needs to do in order to set herself up for success and for faster time to Value so now that she has a good sense of what service now impact can offer it's time to get to work so first what she's going to head to is the capabilities map to see all of the service now products that her company owns and the implementation status of all of it for the first time ever she has a clear view into all of her service now entitlements she can clearly see what has been adopted currently being implemented not yet adopted needs extra validation and that's all broken up by the products on the left hand side here she can also edit and manage the capabilities map here on her own where she can see each one of these capabilities and even drill down to get more information about what this capability actually is now itsm we know is a very important product for lots of our customers and so if Jackie wants to edit and manage this capability map on her own she can so for example if change management she knows that's actually in use she can quickly change it right here her company as you can see owns a good deal of service now products across different functions from Creator workflows technology workflows and she knows itsm is going to be a big part of her initiative but there's still a lot of unknowns for her such such as what metrics should she use to measure her success and that's where the value blueprint comes in you can see from Val from Impact foundations this was the step that she was at but what value blueprints are are there are tried and tested methodology um that is defined by us to help you understand track and measure what you want to achieve so in this self-service experience she can select products that she owns so for example itm here and the value blueprint will then generate a list of recommended business objectives operational outcomes and success metrics that are tied to the product here we can handpick any of these recommendations to track so for example maybe reducing disruption from incidents we can go ahead and select that and start tracking our progress on that so let's say let's fast forward a little bit it's been a few months team has been hard at work so how can we actually track their progress well that's an outcomes performance through impact Jackie can easily see the kpis for their business objectives she has a single view into all the metrics that she is currently measuring and we can see that these are split up by the business objectives for her team let's take a look at increasing employee productivity that was one that we were looking at earlier which we can see here and we see two outcomes here reducing disruption by duration and volume she can quickly review how what their goal number is how they're fairing in this current quarter and if she wants to dig in deeper you can also see how they are trending over time more about this outcome as well as the definition of the success metric as well so everyone is on the same page as to what they're trying to achieve here but we can see that this requires lots of different products you can see itsm and itom are both involved in this outcome but what if Jackie wanted to see how one specific product like itsm was performing and that's where business value comes in with business value Jackie can dive into a value report for a product that she owns like in this case itm and now she can see with her company's investment in itsm the company has been able to generate over $8 million in value across these three business objectives that we see on the right hand side here from here if we break it down to the increased employee productivity objective can see exactly how this business value is calculated the inputs and assumptions and see the actual business value that comes from this one outcome so Jackie and the team they pat themselves on the back ready to share Kudos with the rest of the team for the great work towards this objective now that was just a quick sneak peek into how Jackie and platform owners of the world's top companies are leveraging service now impact today to accelerate their time to Value as well as increase their overall Roi from their investment in service now but to hear from a real customer I'm really excited to turn this back to Andrew and Peter with that thank you so much for your time today awesome thank you thank you Matt and Matt just before we move off of this there was a question that came through from Jay which was around what you've been sharing here is this the same as impact guided um so I'll take a swing at it if you want to build on that as well so Jay just for you and the audience so so impact as a product comes in if you like three flavors we call them guided Advanced and total now what Matt shared with you is the digital experience but there's also a lot of services Consulting premium support and success that comes as part of it and that's the piece I guess that flexes more up and down with the different packages so what you've seen here the vast proportion of this yes is included in guided but when you start to think about the coverage of the squad that that Mt introduced earlier on that might be something that comes you know in a higher level of coverage with the advanced and total packages but the principle of staying laser focused on value building a value Journey being able to make data driven decisions based on the value it would deliver back to the business that's at the heart of impact and you know this this this digital experience available with all all three of the packages which includes guided Matt anything else to add there on that one no yeah I think uh you you covered it well um the digital experience is available for all tiers um kind of where it flexes like Andrew mentioned is more in the support the team um the number of accelerators and advisory sessions that you can consume at one time but this digital experience um every impact customer has pretty much the same um experience here there's a few nuances such as stakeholder groups for our total customers and advanced customers that may have a little bit more complex implementations uh there are ways that we can help separate the data there but this homepage for the most part as well as a lot of these these areas underneath the the Navigator all all the same across the three tiers very good thank you Matt and thanks for that thanks for that walk through so let me let me steal the screen back hopefully as seamlessly as possible so so just a recap then like and and I think this is important because we've deliberately put a lot into impact as a product and solution um that's because you know we operate in a super competitive SAS market so we want you to pick our platform not just for the out comes it can deliver for your business but actually through service now impact you more likely to be successful in a shorter space of time to deliver on those outcomes to realize the promise of the platform uh and in a very cost effective way and that's how we bundled a lot of these capabilities so as we as we move to talk to to Peter and the journey he's been on just bear in mind principally there's there's there's sort of Three core outcomes that we look to drive with impact one is is help our customers build out a strong technical foundation so make sure the platform is current and healthy uh and that's right through to look at considering data as well um and meaning that it can be ready to scale you know and with the topic of gen that's now coming through thick and fast and where we're seeing it's really important for organizations to consider being early movers to really adopt that and take the benefit from it having a platform that's strong and healthy and scalable is is absolutely critical the second there in the middle is self-sufficiency so our North Star is to make our customer teams as self-sufficient as possible we know that customer teams that have the right skills and knowledge and expertise inhouse they will do more on the platform and faster and so that's important for us as well we're not just doing this um with a view that it can unlock productivity actually it's a very effective way for the organization to unlock that productivity in the shortest time so we want to make you self-sufficient and be in control and the third that Matt's sort of very neatly taken you through is about governing everything back to Value you know for sure you've got multiple stakeholders within the business you'll be working with Partners you know you're going to be working with service now through this and maybe other engagements so just staying laser focused on the activities that deliver the most value is really important and that's where all of these capabilities that are bundled into impact from the training and coaching from access to exper from anywhere in the globe um in terms of looking at specifically the technical health and then finally premium support faster service levels it takes a village to be successful um but we're bringing that in a very targeted way that makes the journey actually very very straightforward so don't just take my word for it this is the this is the reason I know that you've all joined this uh this webinar today is for this fireside chat here and this is you know where Peter has led a team on a journey with service now for some quite some time um and we're going to go through and just have a series of questions if there's other questions you guys think of that you want to ask Peter or ask to mat or myself please drop them in the Q&A um this is your session but we'll um we'll dive in Peter if that's good with you sounds good Andre awesome so kicking it off then if you can sort of give a bit of a flavor on one of the key digital transformation priorities that your company is driving and then how service now on the platform fits into that please yeah absolutely so um back in 2021 we uh acquired another large company so that was really a trigger point for our most recent stage of our journey um last year was very much about migrating two complex instances of service now with lots lots of different products onto a new platform getting that work completed that was a big Focus for us last year as well as driving yens proed ization across the organization as I said at the start we're not satisfied as a platform team just to be there to to provide a secure stable performance compliant platform we believe it's our job to be at the heart of driving digital transformation within our organization and service now is very much at the heart of doing that this year is again extending that Journey looking at where we can make transformative differences by deploying gen capabilities on service now to transform our colleague experience to transform the digiti ation of the Enterprise services and start connecting them up across Global Business Service models within the organization and service now plays a critical part in doing that yeah that's brilliant and and on that journey I mean you've been on that Journey for for some time you know with with us and obviously impact has been a part of that but equally you've been doing things separate to that if you had to sort of call out where impact and this team that you're working with has really unlocked value where would you where would you sort of focus on yeah sure it's probably worth saying so we started our C on new platform team back at the end of 2021 um impact wasn't around then so we originally G engaged with what your former service was we had a customer success manager then our impact Journey started in January last year um I'd say the the thing that's the impact has really helped us with there a couple of things one is around um those accelerators to to outcomes reducing that time to Value there have been a number of key initiatives that we worked on this year that being able to pull in the right smes from service now very quick rounds of conversations to get us to a plan to get to the support we need to deliver once things have been really critical um it's also that you know the reach through particularly through our custom success Architects you can go all the way through the service now organization to help out get some very specific answers to some very complex challenging issues we might come across has been super valuable there's also the technical Ober observability capabilities that come with the platform helping us drive and improve our over platform Health integrating platform monitoring into our own itm instance helps us improve our response rates the work we've also done on strategy and how we're we're architecting where we want technical capability aligned with business outcomes and then the last part I'd also say is around the assessment so that value blueprint we've done a couple of times there's we've also through impact done an assessment about the maturity of our own Coe which capabilities we have where do we want to get to all of that stuff has been really really valuable and helping us strive to be the best partner we can to can be in the digital transformation Drive in our company yeah that's Fant I mean that's fantastic feedback I think just for the folks on in the webinar and I know we've got some some some customers that maybe haven't started on the impact Journey one of the terms you used was accelerators so just for folks to understand they are like pre-s scoped prepackaged pieces of work so there are things that we know every customer needs to do once twice a year um a varying degrees of complexity often it requires a preprod and a clone of the instance so that's all part of what impact can provide we clone your instance spin up the pre pod simulate what it is the activity that needs doing could be an upgrade as a very straightforward one we've got accelerators going right down into AI search and geni but they're there to mean that we are being as prescriptive in the shortest time possible on the things that will get you as an organization to success um so I think it's just a really important point because that's a really key part of this we move you know you talked about how we had a legacy CS service if you like prior to impact we moved away from that because what we saw was two things one you need it takes a village so you need a broader Squad to really be able to drive full full success across a transformation and the second was just the labor Arbitrage model wasn't really what customers were looking for you want our skin in the game to be there as partners on your side through the the more difficult parts of the transformation and the more straightforward and that we can then lean in as and when needed with that so it gives that ability um so look we've managed to make it halfway through without talking about AI specifically you know I know every organization this is something they want to be considered but also know that it's important to move early on so specifically around AI Peter how are you thinking about AI for eleg with the platform and maybe where you need support with impact from that yeah sure great question Andrew so we're doing a couple of things actually we had a meeting yesterday your offices in London so uh we're looking specifically at AI capabilities for itm and AI capabilities hrsm um just where impact helps us is is formulating those conversations much more quickly um to give you an example if you think about the the number of countries that we operated in which was described in in that advert which is 19 we are regulated in in so many Global jurisdictions so typically for an organization like ours introducing new technologies have to go through a level of internal governance technology governance to ensure we're managing the risks not doing anything to undermine the resilience which is critical to our organization but with the impact accelerated we use the AI search we turned on on the portal we're able to deliver that from inception to production within two weeks um just from the support we got the ability to answer questions so that really really helpful for us as we move on our gen geni Journey again those same concerns around what does it mean for for our our resilience and our stability helps us have the right level of expertise from service now to get answers very very quickly that means that we can speed up that time of value and ultimately means you know when we've got when we're trying to work out what value cases we want to put together we're working with the impact team to put together that business value assessment at the moment but we're going to put through to that business case all of that kind of wrapped in together to make sure that we've got got the support that we need to help us get the highest probability of getting outome we want to internally yeah so and so to be make sure that you are deliberate in the choices you take on where to move on on AI and chaii and where less so and is there much demand for that coming from the business or is this something that you know you and your team are sort of trying to get on the front foot of ahead of that yeah so um very much so our partners so in in terms of when I say Partners I mean I'm partnering business function so um we run the Enterprise service management platform but the business function of itm is very much driving that the business people function is also very much driving that the corporate services function where we also have seven different functions within their digitized on app Engine with their own workflo and service now everybody's asking those questions um you know with with with the rise of chat GPT and other large language models everybody's aware of it now so everybody's asking the question about how they're taking it forwards we're looking at some very specific use cases again through the impact team we're able to look at some other anonymized use cases of other large Financial organizations that's been really helpful to be able to share that type of information in a in a kind of a closed community and we've honed in on the cases that we think are going to be really valuable to us we're now working with the impact team to work out those business value assessments put the business cases together again we can use that data on on Livin uh impact itself just to track the the goals that we're setting and the outcomes of the metrics and measurements Associated that outcomes we start to impl yeah it's perfect and I think that's what we're seeing right across the board is it's really important before you move to have some very practical use cases and then be able to measure the value as you take go on that Journey um if it's not seeing the ROI you know the classic Silicon Valley fail fast move on and I think that's where our squads have been leaning in you know great to hear that that's happening already with with eleg with many of our customers to have those very practical use cases and I think the platform our platform you know absolutely lends itself to that so I also just very briefly Andrew I think something that's really nice for me is that we've got very close proximity of our teams right the squad is always in our office often I I glance up and I'll see half a squad in in our office sitting next to my team when I didn't realize they're coming in that kind of proximity in relationship we built over the last 14 16 months has been super important and a real enabler to our success awesome yeah no thank you that shout out on the squad as well so thinking about one of the other outcomes that's important for organizations to be successful platform health I know that's a concern that many of our customers have a lot of conversations I'm having you know with other cios is all around you know conscious that we've got tons of custom code in our environment we're really nervous about whether we're going to be ready to scale how would you see that the squ squad and the capabilities and imp impact has helped Elsa be ready for that journey and to keep customization low yeah very much so so um our platform Architects sit on our technical the platform Architects part of the squad for impact sit on our technical design Authority uh we also do offline reviews with them for any particularly complex we're very blessed within El said to have some really gifted technical service now Minds ourselves but it's always great to be able to lean back into into the the broader Minds in service now to get SM on some specific things equally been really helpful we've embedded um the ATF uh test generator and health scans as part of our cicd pipeline so we're using the Health Scan capability to scan code as we're passing it through the development cycle that's also been critical for us having a good level of confidence in in the technical sustainability of the Cod that're producing um so there again impact has really helped us get to those outcomes much faster than than figuring them out yeah that's perfect and that that faster Roi is a you know is a central kpi when we think about the establishment of how the platform can make you successful we measure the success of impact exactly in that way how is this actually making sure that you do things quicker better um and and to more close alignment with your business partners okay next question and folks you know who are listening feel free to drop any other questions in the Q&A I particularly like difficult questions so if you can think of any feel free to feel free to challenge um so look I I opened talking about the importance of our you know service now as a community of customers sharing ideas I think in the spirit of transparency you've said lots of great things about impact but equally we launched impact two years ago you know and you've been on that Journey for for much of that time with us it's constantly evolving it's constantly improving we're constantly getting closer alignment with platform owners and platform teams so you know in the spirit of this partnership where would be areas that you'd be looking for us to evolve further with with impact and again thinking about the journey that El is going to be on for the next 12 18 months yeah thanks good question i' preface it by saying this you know as a customer I've seen the impact of service offering and product evolve significantly great example the value scans right when that started out that was all done off to if you look at the way that the IDE has developed all the capabilities that going into there the capability map not too long ago that was all done up all that's it's fantastic to see all these things coming through I think the one thing we talked about previously you know a couple of times it's just about the scalability of the squad it's important as a customer when we're investing in Impact we want to keep digitizing new parts of our organization which ultimately means going to be investing in new service Now Products we want to make sure we've got the ability to scale that team to support all of that activity and not be constrained to have to make some difficult choices about only deploying the team to one area or another I know that model's already is always evolving and I know that it's already kind of evolved from how it was a couple years ago I think that's that's the one thing that we've asked is kept in mind as the product does evolve is if customers want to buy more of service now and do much more how do we make sure we've got that that team grows in accordance with those customer needs yeah perfect so making sure that it's scaling as you scale and grow and your and flexing similarly as your needs change yeah I hear you loud and clear there um I think you know your your part of our impact advisory Council I know those are all things that we are looking at and part of a road map actually for this year we'll have some some more information on that so thank you for that Peter Well I asked and you delivered uh from in the in the uh in the webinar chat um there's a question that's come through how is impact compatible with activities delivered by the partner now Peter I know you work very closely with a partner as well as the impact Squad so um I'll give you a couple of seconds to think about exactly how that's working let me just give the sort of the broader context and answer to that question first though which is we see this as very complimentary so we see trip party models as as the answer we know you know we are a big part of why we as customer outcomes exist is to activate our ecosystem of partners that ecosystem is growing our partners are investing more in their maturity of services and capability and I think as what we've seen is as long as we get a clear governance model in place right through from a strategy and portfolio down into the technical and program actually there's a really nice Synergy that you that that you get which is you know we are very much there to help make the internal team self-sufficient on the responsibilities for any core internal team and then working very closely with Partners bringing more industry expertise from an advisory perspective and maybe bringing more managed service capability uh and doing that in a way that's super coste effective with which is what many of the partners do that actually works and something that we see is very effective across many customers Peter I don't know what your thoughts are around that one yeah so so within our context we within our Coe and our esm platform our value streaming product team aligned so when it comes to impact um the ownership and the governance around the the activities that we choose to undertake is covered by our core Coe team which are LTE FTE but we have uh three significant partners that we use across our entire platform in different spaces and when we choose to to pick up a particular initiative with with impact we'll then engage our partner we drop it into that value stream and they'll work on activities to help us deliver it we may do some pieces ourself we may ask them to do it entirely for us it's entirely compatible I think the most important thing that we've learned is you've got all this value and impact you've got to build in the anticipation within your delivery pipeline of how you're going to use it because otherwise it's sat there all this great capability but you've got to set yourselves up to think well how many of these initiatives or capabilities can we draw down on this quarter in the next and how are we going to build that into our road map to make sure that your it's it's a core of what you're doing and you don't run out of time having not used everything that you could have done the year to get the maximum value we could yeah yeah that makes a lot of sense and you know I know for many customers using impact as this Gateway into direct access to the product Engineers you know that's something again unique to service now as the software vendor and those insights you know you can often catch some of the unknown unknowns which you know a partner just in the in the in the role that they play Within that Tri party model and it wouldn't be able to otherwise so I I think it it's a very effective model with the tri party piece and every impact engagement that we stand up we take a lot of care to establish that governance and to make sure partners are included and how we set up and onboard a customer with impact okay one more question so when Matt did that product walk through uh and I say you know I say this again in the context if you've been on this journey with us as we've been evolving the digital experience for some time are there po particular features that your team sort of used day in day out and maybe there's others that are being used you know less frequently but still you know could could be of benefit anything you want to specifically call out yeah so I'd say a couple of things uh and I'll talk about things most recent for us and I'd also add this that there are different Dynamics to my team so different parts of my team are using different ways which is also great so my architecture team are using differently from our software development team who are using it differently maybe from um our customer engagement delivery team that manages all the digitization activties that we've got particularly the value Boo the one thing that always stuck with me when I started in my role is how can I answer these two questions for our organization what is the value of service now to to eleg and how do I prove it and those value boou been really important for us particularly post our migration onto a new platform for us to understand where are the value opportunities what we doing well what could we do more of I think that's really important because that helps Drive the road map helps us helps the business understand the value that we're getting from our investments um and the other thing I think been really useful across is also the that capability road map having that there having the ability now to build our own road maps in the IDE and align all the work we were previously doing offline has been super valuable for us it's also um having it all in the platform aligns to one of the three platform principles that we have the first one is think of the customer the second one is use the platform and the third one is Contin to improve number two is challenge ourselves always to the platform no PowerPoint no Excel as much as we can do the platform and seeing that visually when we talk to our own internal customers seeing us using the tool adds that little bit extra for them to help understand that you know this is really the platform stri ization within the organization and helps us be transparent and prove where we are with data rather than giving our gut feeli to come back to your survey at the beginning of where we are perfect thank you for that and and if I think again something that I seen as a big evolution that we've taken as an organization from Legacy CS to impact that piece on the proactivity so actually something that through the business lens through the technical Health lens through the product lens all the things you described being able to get that into a cohesive plan which the success manager from the squad supports your team in driving we've seen that move things you know materially faster you know in in in the context of achieving those outcomes and delivering on the promise of of the platform and yeah and I think one of those great things Andrew about the vi is Bally when we talk to our business partners is not realizing they don't actually the realization they don't need to make more investment to get more value out they've already made the investment form of the licenses but what they not we not done is capitalized on using a capability that's going to help them transform part of the way that their business operate so I think that's also been really valuable for us yeah great uh there's another question that's come through I think this is probably one directed more at me so but i' very be very keen if you've got a point of view Peter so this is besides the level of software spend of a customer what would be the compelling event for a customer to be to qualify or be appropriate for the advanced and or total package um so Peter's team are being supported by our total package so with a dedicated Squad you know working closely with them I think principally from where I I see this is the big difference between guided which is which is essentially a digital first Le experience and advanced and total is is how much level of involvement you want from our consultants and Engineers to really help you move the dial so guided will inform you where to where to move and sort of nudge you in that direction with Advanced and total you'll be working with a squad who will be there to make you successful but to really execute on some of the findings you know as part of that extended team so you're right A good measure is the level of software spend just because inherently that means that you're invested more in the platform so it's across more of your business and and invariably more complex so you're likely to need more expertise but it's but there's also some Nuance in that as well that would be sort of my take I don't know Peter if you got anything any thoughts to build on that around you know how you know how this impact for the package you have is the right one for eleg yeah I think for us it's around what's the scale of change on the road map within the business in the time duration that you're looking to engage the Impact Services we're going through within through a significant amount of of digital transformation we've got even more to do therefore you know uh our decision was based on actually is the capabilities and the level of involvement we get relative to the size and scale of the programs that we're delivering around delivering all the operational efficiency and growth and customer experience gains is commensurate to the investment we end up making in in Impact yeah that's a that's a brilliant Point actually thank you for that right so that's going to conclude the the fireside chat here so look I think these types of sessions I think are really powerful for everybody um I talked at the top about you know the the partnership I mean Peter in particular thank you again for your partnership on this journey your time today I know it's super valuable but I think what you've shared and the experiences that you've had working more closely with us and the exciting Journey that AR El seg on I know I certainly learn something every time every time we speak and it is that community that I think is something that we want to nurture it's why these are are really important so Peter thank you for being a part of that and leading the way and your thought leadership and everything that you've done to help him form and evolve impact as well okay thank you so before we go there's a few things that I've been asked to um to cover off so we do usually host these webinars monthly we're going to take a break for one month in March but we're going to be back with two more webinars in April so you can register for those on the community then we've got a big event coming that I'm sure you're all hotly anticipating knowledge 24 which is in Vegas between May 7th and 9th uh if you want to hear more from myself and Peter we're both going to be there um and we're going to be talking about our experiences going even deeper into how we're using the platform and and impact is driving success lastly if you want to join the impact Community you can find this recording and up and cominging events you can ask follow on questions and you can engage in the community forum and that's something as well that you can access via that QR code so with that I say thank you very much for joining and um look forward to speaking to you on the next one