all welcome everybody good morning good afternoon good evening and you are on our webinar today which is fear not citizen development and we have a lineup of some interesting speakers for you today and hope that you'll find this webinar to be really insightful and informative so um without further Ado I'll go ahead and get rolling here um of course we have to have our usual Safe Harbor slide about forward-looking statements if there are any statements made during this webinar they are not guarantees of future functionalities or capabilities in the platform and this is our agenda where we'll be going today so we'll introduce all of our speakers we'll go over an understanding of Citizen development we'll talk about supporting citizen developers and creating that community of collaboration at your organization we'll review some leading practices as you pilot and scale your citizen development program and then we'll discuss a use case of one of our customers who has created an an excellent citizen development program at their organization and of course we always have time for questions at the end and we'll provide you with some additional resources so you can feel free to take notes during the presentation but we will provide a copy of the presentation to all of the attendees and it will include the resources that we refer to during the the presentation here okay so let's get started with some introductions here my name is bre Koke I am a senior market manager in the community and my role here at service now has been buried in the almost 15 years I've been here so I spent about 10 years out in the field as an engagement manager and deploying projects with our customers so um don't let the marketing um in my title scare you away I actually been out there and and felt some of your pain out there um Paige do you want to go ahead and introduce yourself and let us know what you're all about yep um so hi everyone I am paig stuffy I'm a product success manager here at service now specifically in the Creator workflow space which is your app building um your citizen Dev programs uh mostly I speak to customers uh about about those things um and a lot of these practices that we talk about today are things that that we've gotten out of those conversations with customers so they're truly leading practices that are in practice um but prior to joining service now about two years ago I was actually a customer for years and years so I've been around the service now ecosystem for about 12 years now uh so I've not only talked to customers about doing this but I've actually done it myself so uh hopefully I can provide some insight into you know the pains and uh best practices that that that I've learned and gleamed over the years and I'm sure you will and our other speaker is Vance Morgan do you want to take a moment to introduce yourself Vance absolutely uh morning everyone my name is Vance Morgan I am in p of Florida uh I am a principal portfolio manager in our creator workflow space um somewhere to paig on the leading practice team so I'm responsible for uh documenting all the leading practices that Paige and her peers uh discover out in the field implementation insights and any sort of documentation uh to really Drive product adoption um I've been on this team for about two and a half years before this I was with uh ey as a partner doing service now implementations for two and a half years prior to that I was a customer at Cox Automotive um on the platform team and then before that I was a fulfiller actually closing requests and incidents on the service now platform so kind of come full circle and and seen it from a number of different Vantage points yeah what a great um background to bring into this and I know Cox Automotive also has some great success stories yeah they had it going on for sure so to try to keep this a little bit interactive we have a couple of polls sprinkled throughout the um presentation today so our first poll is do you have a citizen developer program um you know maybe you don't and you have no plans maybe you don't and you do have plans um yes but you're looking to come here and figure out some ways that you can improve that or yes you have it and it's going pretty well and you're just looking for some extra tips and tricks so right now it looks like the majority of folks are looking to set one up um which is um exactly the audience that we were hoping to get here to get you all excited about this and um give you the tools and best practices that you need to do this properly the first time and um let's see we're coming along here we'll let the pole go for a few more moments but it looks like Far and Away most everybody's number two no but looking to set one up all right so let's go ahead and close out the poll then and we'll move into our presentation um so one of the things that you know I think we first need to determine is you know how do you define citizen development so why don't you go ahead and drop in the chat what your definition of citizen development is and we can talk about some of those responses as they're coming in I I'm really curious to see um what everyone defines citizen development as yeah as we get through the slide you'll see that that what we have found is that it seems to be different everywhere um every company has a slightly different definition and maybe you don't call it citizen development you may call it delegated development or distributed development um but basically anything outside of the service now centralized core Dev team just let's take now yep see what we have coming in here um doesn't look like we have anybody putting in a definition of all right here's distributed development capability for simple configuration to take the pressure off the core platform team business users maintaining their own business area processes AP Dev build delegated to nontraditional developers or create their own workflows people with training skill sets who can build Solutions uh clients take on managing their own development work uh enabling people who are not formally trained yeah so I mean pretty similar definitions but slight a little slightly different so thanks everybody for participating in that um and as you can see there's you know potentially as many definitions as there are people on the webinar um which is why I'm going to turn it over to Paige and she's going to walk us through understanding citizen development all righty so um you know as we've kind of already found out there is a base citizen or distributed development definition that everyone kind of seems to gravitate towards which is someone not in the centralized Dev team doing development work um but we're going to dive a little bit more into kind of um what we call Dimensions so we've taken those those ideas those Concepts and we've broken them into Dimensions to try and create different buckets of developers um so as you can see here we've got four dimensions we start with the organization where they sit so are they in it or are they in the line of business or in a department outside of it um next we're looking at their focus and their experience what kind of things do they do on a daily basis if they're in it are they actually a developer just not a service now developer if they're out in a department are they a business analyst or a process owner then next we look at their training and certification so what kind of training do they have formal or otherwise um what kind of certifications do they have do they have their CSA their CAD um or do they just have some some basic training and then lastly we really look at platform access so how trusted are they um all all of these Dimensions kind of lead into the last one but how much permission do we give them within the platform do we give them broad permissions or is it very highly controlled so as you can see in this image we kind of have sorry we had our Pro devs on the right sorry on the left and our true citizen developers on the right but we take all of those dimensions and we break those down into kind of three categories these may vary a little bit and you'll even see in future slide in a future slide how we talk about kind of an area between two categories um so if you want to go to the next slide we'll look at those categories so first we have our core developers that's you probably all already know what that is those are your true service now developers they have all the access to the platform they are certified they they know what they're doing then you have what we're calling our line of business developers um these are typically outside of it they um work in a line of business or a department they skilled technologists they may have certifications and they kind of have a level of access to the platform that's somewhere in the middle so maybe they have higher level of access in a subr or a single subpro instance and they don't have it in other instances or they have access to like Studio versus app engine studio and then lastly we have our citizen developers so these are your business analysts um they probably have some service now training but it's probably pretty specific to how to build apps in something like AAS and they have very controlled access and you'll see that what we find as kind of The Sweet Spot for where service now is today is pretty much everything on the left your line of business developers and then kind of getting into your High Lev citizen developers so something that lives between those two categories um we're not really to the point yet where we could say that our platform is truly enabled for True citizen developers but we are hoping that we will get there in future releases um this point targeting xanado do which I don't know if we did a safe harbor but Safe Harbor there are some cool things coming in Washington store to and zanado do for citizen developers so yeah hopefully hopefully that that gets us further towards the left on that so now that we've kind of talked about the types of developers we really need to talk about the types of development that can be distributed so what you'll see here is a list of different types of development over the years that we've been asked about um you know how do we distribute the creation of knowledge articles some of these items aren't really development they're typically something that you give permissions to do in production they're not really considered development you're not making code changes or flow changes and promoting them up your pipeline um and obviously this is not an exhaustive list by any means but we're really focused on maximizing value from you know where that lines at so service catalog and custom applications those are the tools that that service now has to best um position your citizen developers and enable them and now we're going to take time for a little bit of a poll here give page break um what do you think your biggest hurdle will be to getting a citizen developer program going at your organization would it be getting management support finding the right people determining what to have the citizen developers work on or creating your governance for the citizen development program so it looks like governance and who to be citizen developers are kind of our top categories here um I going to say I I would predict governance is is probably going to win this I thought maybe getting management support would be the the more difficult one because sometimes I feel like managers are like really afraid of Citizen development um I I will be very openly honest with you uh it's not generally managers that we see the problem not problem with but see the hesitation with it's actually typically your Dev teams um your your Architects they're they're concerned about the platform which goes back to governance yep understandable and I was say the the governance probably ties in to uh obtaining that that manager support so kind of hand in hand Yep they're definitely pieces of governance that that require require the manager support as well right well it looks like the uh responses have slacked off here so we'll go ahead and close out the poll but as you said governance wins the day um so that's not surprising um so we'll move on to our next topic that Paige is also going to talk about which is how to support citizen developers and how to actually create that community of collaboration um because as she mentioned you know sometimes the developers and admins are the most resistant because it's their platform and they want to make sure nothing goes wrong yeah in all fairness they've they've probably had things go wrong um and they're typically the ones that have to fix it so so it's understandable again 100% I was a platform owner I was a developer there were always some fears um so the first thing is really uh keeping in mind that this is a team sport so on that topic um your citizen developer shouldn't really work in a silo um you know we have brought out a lot of locco tools and they they promote and allow you to do faster delivery of applications across all types of De developers so for your pro Developers and your core team and your citizen developers um and well that's great and that opens up more opportunity and allows to take you know allows you to pass off some of your backlog hopefully to some of your citizen developers versus your court team um as individuals it also allows your citizen developers and your pro developers or your core team to work together in collaborative teams and I feel like that's a really important message is and we'll talk through a couple of ways that you can do this but really enabling your citizen developers to have those open lines of communications with your core team um and kind of what this will look like if you want to go ahead and click so it brings up the next kind of what this looks like is um as an example maybe your citizen developer builds a basic app they build the tables they build um the basic flow but they hit a point where it's too complex for them so allowing them the ability and the avenue to pass that Dev development work on to um to your pro or you know core team for that complex logic required Integrations you know you may have to outline what that threshold is but just just allowing that open communication is really really important to um yeah to making the whole thing work so now we'll get a little bit into training the citizen developers which I saw a few comments about this and as you go as we go through this you'll that I'm not going to give you concrete um they should do this type of training and there's a reason for that and we'll get into it um but the first thing is that that the training should be tailored and you want to make sure that it's consumable you have to keep in mind that these developers it's not their full-time job so sending them off for you know a three-day CAD course probably not going to work out okay unless they're actually professional developers in it and that's what they want to do um but your your line of business developers that might not be something that they're able to do um we do have some training out there on now learning that's pretty pretty bite-sized and tailored but it may not work for your specific environment so you really want to make sure that if you're sending them to do that training that they're getting training on systems that you use um next is that you want to make sure that it's company specific so you're going to have your own policies your own procedures your own development Pipeline and they need to know what that is and it needs to be accessible to them um so they should know what their next steps are uh next we want the appropriate level of detail so the right detail at the right time you don't want to overwhelm them again this is their part-time job right um and on that that same kind of thought process take out any unneeded jargon so again remember these may not always be developers uh so it's important not to necessarily developer speak at them um next you may find that it needs to be product specific and so again this is why we can't always give you a you know a pre-made training path uh because your delegated distributed developers maybe they're not building custom apps maybe they're an admin in hrsd and so in that case they need HR um sorry hrsd training uh or maybe they are building custom apps and you want them to take the cat training or they're using AES and you want them to take the AES training so it really depends on what they're doing in the system and then lastly uh whatever training material you have or that you provide make sure that you're giving them the right version um like now learning as soon as we flip over to General availability for Washington all of the content will slowly flip over to Washington you probably aren't on Washington yet so you may not want to provide them the Washington training you may want to provide them your version specific training um and then lastly now learning you know have to to go back now learning and the developer program those are two really G great places to start um for training I will tell you that a lot of the developer program training is being moved over to now learning so you may not find it there anymore if you expect it um but those two places are are really the place to start for training that we provide so in addition to enabling your citizen developers with training we have to empower them as well so most successful programs they kind of have one or more of these things in place they probably have all of these in place in some form or fashion um the first is a community of practice this is a place for collaboration and you can use whatever tools you have this does not have to be a heavy lift so if your company uses teams or slack you can just create a channel and bring all of your citizen or distributed developers in there and give them a place to communicate you'll probably find initially that it's a lot of your core team or Pro developers answering questions but as time goes on and your citizen developers get more qu comfortable they will also start asking answering questions um so not only are you giving them a place to ask questions you're giving them an Avenue to help one another next is probably my favorite and that's office hours um so this should typically be like an open form u a zoom call something along those lines it should be Moder moderated by your uh pro team or your your core team you'll want to have a Cadence for this maybe it's once a week maybe it's a couple times a week and make sure everyone's aware of it um and it's a really good idea to go ahead and record these and then um you know index them as a a resource after the call so that other people can refer back to them the reason why this is one of my favorites is because it really helps to manage your core Dev team's time um my personal history we found that once we started a citizen de program we were getting pinged a lot on teams and if one of us didn't answer they move on to the next developer and next thing you know there's five of us all trying to answer the same question not realizing that all five of us were asked the same question so we started office hours and we started pushing people to go to office hours you have a question that's where you go um so it helped free up some of our time and stop you know the distractions throughout the day it helped a lot um next is a knowledge base so those indexes that you just created in your office hours that's where they should go um one of the reasons we really recommend this is because there is a lot of information out on the doc site and that is a great resource when you're building things but it may not always be the best resource um it is definitely not curated in any way shape or form they will have access to everything and that may not be specific to your environment um so it's a good idea to have that it's also a really good idea to put those company specific policies and procedures in that knowledge space so they can access it uh some examples of that might be your cloning procedure so how what do they need to do Post clone or how do they ask for things to be promoted upwards uh what kind of testing requirements do you have things of that nature and then lastly we have automation um this is not typically the thing people start with but um you know you want to automate what you can you want to help remove that complexity from your citizen developers and from your cordev team so you may consider automating things like testing code moves um code or instant scan granting citizen developer roles either post approval so theyve put in an application they want to create an app go ahead and Grant those automatically which we actually have some plugins to help do that or perhaps post clone so you've cloned down how do you regant those roles maybe you don't want to put like a clone preserver on those tables um so those are things some things that you can look at automating that that take the work off of those developers again Citizen and core developers all right and then I am going to go ahead and pass it over to Vance to talk a little bit about leading practices for piloting and scaling your citizen development program yep thank you Paige um so yeah now that Paige gave us a great summary of who citizen devel who citizen developers may be in your organization and what citizen development might look like uh we're going to dive into how you can pilot and scale um this within your organization so what we've done is tried to boil down some common themes uh from customers that have been successful in setting up their successful uh setting setting up their citizen development programs um and there are three foundational elements that we've identified uh the first is adopting a low code application platform uh just to make sure that your developers are in uh a protected environment not only protecting the platform and the data uh but protecting them and other developers that are also building um another thing that we've seen is that our customers embrace the journey uh you need to understand this is a multi-year multiphase initiative that you're going to have to start small you're going to have to Market your wins um and just know that um you just kind of need to look at the long term and and be in it for the long run um and tying into that they Market their successes so the best way to advertise this is to um communicate your wins across the company and just really show the value and and the accelerated time to production uh that citizen development brings to the organization and on top of those foundational elements we've got some key decisions uh and a lot of them yall already highlighted earlier as concerns um those are selecting The Right Use cases and developers because again you don't want to open up your platform to just anybody um and not all use cases are right for citizen development um you want to enable and empower the citizen developer Paige did a great job talking about the community of collaboration uh providing them with resources training office hours whatever they need to set them up for Success um and actually be successful in building these apps and then finally the uh technical guard rails and the processes that go around that governance is at the top of Mind of just about every platform owner there's a ton of risk involved D with opening up you know allowing low code developers on your platform so you want to make sure that everything's in line to protect the platform but also uh kind of support Innovation from these uh developers so next all right so when you when it comes to focusing the program uh we want to identify the correct use cases now not all use cases are fit for service now not all use cases are fit for citizen development um our citizen developers we've seen a lot of uh a lot of success stories are flow-based workflow flow based workflows simple task management you know request fulfillment through a service catalog um Excel driven processes or things that maybe live in shared mailboxes or everybody's you know emailing one particular um you know shared mailbox managing the work from there um and repeatable processes these are things that we've seen uh be converted into custom apps and and promoted to produ quickly like I said not everything is a good fa a good use case for um these citizen developers or app engine Studio there are some things that you're going to have to rely on your core team for um you know integrating with other systems across Enterprise working in the global scope or anything that touches um you know that global data um complex business logic you know you don't want you don't want your citizen developers writing client scripts business rules fix scripts um any custom user interfaces uh and just any of the complex logic that goes into the platform keep that with your core teams um and make sure that you're just setting your citizen developers up for Success uh by picking those kind of simple fast time to Value use cases and we'll talk about recruiting the right citizen developers so um not everyone is fit to be a citizen developer um as you recruit across your organization you want to make sure you're identifying the right candidates and we've kind of bucketed two sort of skill sets the aptitude and the attitude um and we'll drill into what this looks like so we want to make sure that the candidates have uh you know moderate technical skills they're familiar working with u you know the back end of systems they understand somewhat application development and and just have that technical press about them um we also want them to understand the company the process and the existing applications that are in use um if they're not in a technical department maybe they are um just a technical mind in within the line of business uh maybe they're creating personal apps like Paige said working out of Excel or kind of figuring out ways to automate things on their own uh those are definitely some of the characteristics that we look for um in terms of the skill set uh we'll move to the attitude now because as skilled as they may be if they're not willing to collaborate with your it team and play by the rules it might not be a good fit so we want to make sure um that they're willing to cooperate and partner with your it team um they understand that the Val they understand the value that automation can deliver um and when it's appropriate and what you know identifying those use cases in the previous slide they've got an interest in app development um and like I said they support the existing policies and standards they're going to play by the rules and you know they're not going to go try and break things and wreak havoc and and cause technical debt AC Ross the platform okay so governance uh this was brought up as a a key concern for most people to no surprise to us um you know every platform owner is concerned with mitigating risks um in the development deployment process um supporting their developers protecting the platform protecting developers um all of that and it's totally understandable so with our app engine product we have baked in governance capabilities into the application process uh so what we did is we defined an application life cycle every application should have a life cycle from intake to retirement and intake being idea retirement being Sunset and so with app engine we have embedded these this governance throughout the app uh I guess the application workflow uh starting with an intake form that your citizen developers you know set up a catalog item they request basically are requesting access to your um low code app development instance uh you know based on the credentials certification skill use case your team would basically screen and vet uh and provision that access into app engine Studio they would build an a protected scoped environment um you know where it's a little bit limited uh in terms of configuration and capabilities there's not the scripting uh but it's very power powerful in terms of spinning up apps quickly for those simp simple processes the validation phase this is where your core team and that collaboration peer review comes in so you can um you know we suggest peer review and collaboration we also suggest ATF our automated testing framework and instance scan um automation is a huge part of the governance piece and and our customers see a ton of value in that because if you can automate the testing and the deployment from App engine Studio you're just increasing that time to production um and once they're in production you've got to maintain it so we have our app engine management center it's that little report dashboard screenshot in the middle uh that gives our app engine admins uh full visibility into all the apps in production and the pipeline intake requests deployment requests um you can see basically everything regarding your custom app apps and citizen development from this centralized dashboard um and then it comes you know when it comes to retirement um app engine Studio has the built-in workflows where as processes are no longer um you know required or no longer necessary they can be offboard um appropriately so the governance is totally baked in and um it's it's a major major um value ad for our app engine and all right so for the foundational elements um we kind of talked about this earlier but it really just comes down to adopting that low code platform we see obviously app engine Studio on the now platform but we see cust customers with um two three even more than that you don't want too many before it gets overwhelming um but you have to buy in on the technology and make sure that uh the developers are in an environment that enables and empowers them but also protects the rest of the platform like I said earlier embrace the journey um it's a marathon not a Sprint Market your wins along the way um and you know as as your citizen development program grows you have you know they become evangelizers themselves um and the office hours that Paige mentioned your community will grow before you know it and then the marketing success I don't need to beat that horse again um but you just want to make sure that people know the value that it's bringing how many apps are going live um you know and and what the platform can do and with that said we're going to look at a real life use case so ja is one of our customers that has had a ton of success piloting scaling um their citizen development program and they actually use citizen development as a service so their business functions can innovate as fast as they need to um and their citizen development program manager said that our citizen our service now Citizen development program provides our community of Citizen developers the framework to create their own new features and functionality uh so what does this look like they've saved more than 4600 hours of work through automating processes uh as part of their citizen development program they've increased the development capacity by three times 90% of the code reviews pass in first attempt going back to the automating of processes and kind of removing those bottlenecks and getting things to production um and they've onboarded 32 new citizen developers which is non-it developers across our organization um obviously it's not kind of a plug Inplay sort of thing uh they had to work to you had to put in some work to do that and in order to achieve these results they followed the five steps um they highlighted the outcomes that the business functions can realize they established citizen developer commitments they got buyin um from these developers to abide by the organizational policies and play by the rules they also enable the citizen developers so you don't want to hold them back too much you want to you want to allow them to try new things um and innovate on the platform uh without without giving them too much much Freedom um and jable did a great job at building a community of practice so making sure that the coure team Buys in supports um the citizen developers um and they're all working together towards one goal and none of this would mean anything if there were no metrics to measure the value so they defined some key metrics uh to measure success and really be able to track the value so that they could take it back U to their leaders and say Hey you know this is what we've done this is a return investment this is why you should continue to invest in work yeah and I coincidentally had jab as a customer when they first were onboarding to service now and you know lest you think that they were like light years ahead of every other customer when they started with service now they were just like everybody else you know they were trying to figure out the platform and how they were going to work on it and Port their processes and over and everything so you know I feel like it's a great success story of you know a company that started really from the ground up you know and built a strong program around their their service now platform um and I know um Afton that did a webinar a couple years ago and she talked about how all their code reviews have to go through their um change Advisory Board and at first there was a lot of resistance against that but as you see from the stats here you know 90% are passing in the first attempt so it shows that the value of doing that and that people knowing that they have to do it get right the first time 90% of the time so um thanks Paige and Vance for all that great information um we have one last poll here for you before we go to the Q&A and I encourage you if you have any questions to go into the Q&A function and ask them there and we will take those go through those so our last poll is you know like now that you've seen this presentation and gotten some information how do you feel about citizen development now are you feeling more confident about it um you want to try to move forward with it and you know or have you gotten any tips that have helped you those of you who already had a program running so we'll let this go for a little bit it looks like we're pretty much pretty even here across questions one through three um we are picking up a little bit on four but it looks like um we're kind of distributed across all of the answers here and it looks like responses have slowed down here so we'll go ahead and take the poll down a few of the resources that we have referred to um that we mentioned we haven't put a whole lot of things in here because as Paige said you know a lot of it depends on what applications and products you'll be working with as far as for instance what kind of training you want to go for and whatnot so we're really just driving you to some other live on service now events like this one where you can get more information the center of excellence U section and a more in-depth view of the ja best practice this profile and then additionally just informationally um we do have some other resources available to you um our expert Services team offers some service offerings around implementation design and services that you can engage them for and if you happen to be an impact customer there is a jump start your app engine accelerator so if you are going to use app engine for your citizen development you would potentially have this accelerator available to you to um help you get started with that and of course don't miss out on any of our other webinars we have a full schedule of webinars scheduled for this year our March webinar will be about how to set up your platform and be ready for upgrades um so you don't want to miss out on that one as well as many other um live on service now webinars that we have so thank you all very much for coming I hope you found this to be helpful and useful with the information that was provided again we will send out a copy of the presentation to all of you that attended and the recorded version will be available on our YouTube channel for viewing later so thank you again all for coming and have a great rest of your day