welcome again everybody uh to accelerate your time to value with service now targeted service offerings my name is Mick Brickner uh before we jump in I'm going to put up our Safe Harbor notice here so you should know this presentation may contain forward-looking statements that reflect the current beliefs of service now and are based on current information uh these forward-looking statements should not be relied upon in making purchasing decisions and today's session is part of live on service now a curated event series to connect you with service now experts and peers that can help you deploy your products and Achieve value faster we hope you join us again at another webinar or Meetup you can see the schedule by scanning the QR code on the right or using the link in the chat and I'll just pause for a second for anybody who might be scanning that code but the links in the chat too okay and then just a couple quick housekeeping items uh we save time at the end of the session today for Q&A um ample time hopefully so please use that Q&A button at the bottom of your screen along the way uh know that the presentation will be recorded and shared on the service now Community as well and after the event you'll be prompted to fill out a short survey thank you in advance for your feedback we really appreciate that and take it seriously um so please be honest uh with your feedback and um let's go ahead and get started so thanks again for joining us my name is Mick Brickner I'm a service owner in our customer outcomes function within service now and as I said in the chat I'm based in Milwaukee Wisconsin where it's kind of a cloudy day and I'm um fighting through the remnants of a cold that seems to to just not want to go away but um I'm feeling energized with the webinar so that's all good and joining me is Anna Anna go ahead and introduce yourself yeah thank you mck and thanks everybody for joining so my name is Anna Alam also a service owner here at at service now part of the same team H as Mick so yes quickly our our team is definitely working cross functional so we working closely with our s our product team our leading practices our marketing team our delivery team and so everything you're going to see here today is uh input from multiple part and functions and teams for from our H company here so thanks for joining this session thanks Anna so Anna and I today uh we're going to discuss the different service offering uh types and categories um that that are offered by expert services so our agenda covers those offering types we will stop and focus on some specific examples within each of those categories or types and then as I mentioned we'll leave time for Q&A at the end um so feel free to ask your questions along the way and then we'll Circle back to answer as many as we have time for at the end so the key objective for you today to really understand how service now expert Services can help you implement and enhance service now Solutions with our service offerings so we'd like you to walk away with a better understanding of that uh at the very least along with some specific examples and really Food For Thought around uh what expert Services can provide and with that when we talk about our service offerings we really break them down into three main categories there's implementation Services advisory services and then optimization and Remediation Services we'll look at each of these categories as well as some specific services and examples that we offer within each of those categories but first we have a poll question our first poll question so before joining this webinar did you know that service now offers service offerings lot of yeses some knows couple unsur okay it's about what I expected I suppose um for those of you answered no or I wasn't sure this will be a great opportunity for you to learn more about expert services and our service offerings and for those of you who answered yes um some of what we're showing today are newer offerings which you may have not heard about um which would be of benefit to you and and we'll go into some level of detail that that maybe you haven't um received or or heard about with some of the specific examples so there's definitely still a lot of value here for um those who've U worked maybe with expert Services before or at least knew about our service offerings so now I will kick it over to Anna to talk about our first category implementation Services great thank you Nick Nick um yeah so as you all probably can imagine the most common service that our customers are looking for and what our exper services teams spend most of their time delivering is some form of an implementation service so this is how you as a customer will get to Value by enabling and deploying the service now Solution on the platform and the different type of profiles like customer profiles uh for these type of services are of course net new customers they're buying our license for the first time and know they need to to implement the solution uh but we do a lot of implementation Services also for existing customers there might be customers that are exping on the platform they implemented itm and now they're moving to hrsd or CSM or it might be a customers they just want to expand a current uh product that they implemented to maybe move it to the full Enterprise or Advance some of implement some of those more advanced products within that product can you move to the next slide yep there you go all right so sorry so one flavor of an implementation service that we offer is implementation design so as you can see here it's not the full implementation um but what our team do they really focus on understanding what is your as a customer desired outcomes and then design a solution using all the platform capabilities uh following all the leading practices to enable that and there are multiple reason why our customers are interesting in like a design service only so one reason could be that it's um as you start the journey you might have unclear requirements and scope and of practical reasons it's very hard to estimate and kind of scope a full implementation so that's why they start with it with the design understanding more what is the required to then configure what is the effort and investment level for the next phase H another other reason why customer work with us for the implementation design is that is that they haven't really to turn yet what the preferred motion is to implement and configure the solution um some of you might be working with partners and you want to engage the partner to configure the solution or maybe you have a bench of developer internally and want to utilize those resources but still see the value and working with service not experts that are experts on the products to do the design and the key output from an implementation design service is that documented design so the uses stories um and the technical design but also a high level kind of proposal plan to then execute on that uh so all our implementation Design Services as you can imagine would require that second phase would would which would be to execute on on that design thanks Anna uh question for you for implementation design we know that AI is a Hot Topic these days and so is service Nows gen now assist Solutions are those included in the scope of imple mation design good question and a very hot topic out there yes so our implementation design service include scope for now assist cyst which is the geni scope so our team would most likely advise you as a customer to include that scope as part of imp implementation uh but we also need to remember that you would need to have the required license entitlements we don't want to design a service that you can't actually exit execute on H you might have heard about our new skus that are out there that the Pro Plus skew that include that now assist product and so that would be required for you then to be able to execute and and implement the Gen pieces however I would say if a customer does not yet have the required license entitlements our team as part of this service like an implementation design can still have working sessions with you on the topic of geni to talk about uh what are the prerequisites and what are the critical components that you should design for to be able to um be successful when you later on might embark on on that gen Journey we know that a lot of our customers want to go to implement the Gen geni capabilities even if it is not ASAP but in the near future sure thanks so this uh customers will walk away with like a solution design but what if they need that design implemented what are their options there yeah no so let's move to the next slide because the goal there is talk about the full implementation perfect so yeah so very often we work at our customers throughout the entire life cycle so we do the design we execute we we support you guys in the testing we are there doing post go live uh and these type of like endtoend implementation Services uh we usually refer to those as tailored implementation because we know uh every customer is different what are the different ways Anna of Contracting these different implementation service offerings yeah sure let's talk about that so our tailor implementation service are as you can imagine sold with a timing material as s aw however we know there are a lot of companies out there and in different segments and federal for example uh that would prefer more fixed price service offerings and that can also be easily contracted through SKS uh so there a therefore we are constantly looking at what are the different ways ways that we can Define services that we also can create fixed fee and and risc use so today our implementation design service that we just talked about on the previous side that one can be purchased through a fixed fees skew uh and again we know that is not one siiz fits all so we have defined that service to be flexible and the different hearings of of that skill uh and our goal is to have flexible skew services for the full implementation this year as well um so both provide that flexibility uh but also allow for a Contracting mechanism that are is not as painful as a tailored as aw can be sure so we talked about both of these implementation Services pretty broadly what are the areas where we offer either of these Services yeah and another good questions and let's move to the next slide instead of me just listing uh I like illustration and visuals so this is a high level view of our platform and the different um workflows and within each workflow we have a different product so for example under the technology workflow we have itm we have item item SE up risk um PPM and in summary we deliver and offer implementation implementation Services as you can imagine for all our workflows and for all our products all right back to you mck thanks Anna so I'll I'll transition away from implementation services and talk about our next category advisory Services which are typically for existing customers so a little different from implementation uh or at least some of those use cases existing customers who've completed implementations are maybe struggling to get the full value out of that implementation or maybe it was a successful implementation and now you're deciding where to go next so advisory services will typically include some type of assessment um they'll start with an assessment that can be manual where a consultant goes in and does like a manual inspection uh assessment analysis or it can be automated using scripts or something like our health scan tool A lot of times it's a combination of both um so it's not just one or the other and out of that assessment you get specific recommendations um based on the findings of the assessment and aligned with our leading practices so typically that's what you'll walk away with with one of our advisory services and a recent example um is our process of capability assessment really good example one of these offerings and I'll let Anna talk about this one all right yeah so over the years our expert Services teams they have delivered a ton of different Assessment Services across all workflow but I would say we do it most frequently um within the technology workflow um so uh in this past year uh we formalized this offering as as Mick mentioned um it is a process and capability uh assessment service um and the Key activities that our team delivers here is um an assessment and we look at both processes and the configured Solutions we know that how our customers um have implemented their Solutions is mainly driven by what the processes look like so therefore including that process assessment is is defitely critical secondly the team would analyze all the findings from the assessment process and Technology focused and provide recommendations and next step like a road map um uh and our after this kind of the first two step this is where our traditional advisor service would end so we assist and we analyze provide recommendation and road map however with this specific service offering we added scope uh and effort around designing and building uh um out some of the prioriti scope so our team in in this service would work with the customer and agree on what is the most valuable area that we could tackle to Kickstart the new value Journey So based on the assessment what are what are the low hanging fruits is maybe could be something that hey this is an area that you're really struggling and you need to fix it or it could be something that hey this is an opportunity this is some capabilities you haven't implemented yet let's start the journey and Implement that but it's it's a little uh it it help us uh deliver even more value as part of this service offering not just telling you what's working and not's working but also actually helping you there yeah nice it's like advisory plus it is cool Hanna How would how would a customer know if they need this type of service yeah often becomes obvious to the customers because they have some pain points so the the customer might experience High support costs definitely pain points you're spending too much on your supporting the service now platform or it might be challenges when it comes to every upgrade so becoming cumbersome it's it's a lot of issues that needs to be fixed and that is often due to an over customized solution another indication might be that the customer struggles to adapt new um and more advanced product capabilities that our product team is launching so you're not able to take advantage of all that Intelligence on the platform and third it could be that a customer they might have designed an uh configured their solution many years ago uh we have customers have been like 10 15 years on on the platform and at that time um the platform didn't have all the capabilities so they had to um customize some areas that might not be be out of the box or another scenario is also we see that as customers are evolving that your business are evolving your processes um might change and your business drivers might change and the solution that you have in place maybe is not meeting your current need okay good stuff let me go to another example of an advisory service this one's near and dear to my heart it's called service catalog unified it's an example of a product specific offering that we have that focuses on service catalog and the related tools capabilities processes like all of our advisory Services it starts with an assessment an analysis of your service catalog your request management processes maturity and posture um and we actually go in and look at the different catalog items and workflows that you've implemented not just on your service now instance but even on other platforms and tools that might be in your environment with the the goal of helping you rationalize consolidate categorize those catalog items bring them all on to the service now platform so you have a One-Stop shop uh for self-service and request Management on your service now instance and so you you get that guidance and coaching and then to enable you to to act and carry forward those recommendations we include some coaching sessions specifically some process workshops and then platform demos and we'll actually tailor those platform demos based on the results of the assessment so we'll hit all the main capabilities and features like catalog Builder flow designer employee Center Etc but if we find in the assessment that maybe catalog Builder is really going to be the Catalyst that you need to expedite uh your rationalization consolidation efforts around service catalog then we'll spend extra time there so that you're trained up and enabled to use that tool to carry out the rest of the recommendations this one's a 7-week engagement and you again you walk away with those findings and recommendations based on leading practices and this is an example of a fully packaged fixed scope fixed fee service so what you see is what you get with this one but it's very easily transacted for that reason as well right and we can you speak a little bit to what is the customer profile like who are the customer that would see value from this yeah good question um typically we see two kind of standard profiles the first would be a customer who's who's done the service catalog implementation they have their service catalog and workflows in their service now instance but maybe user adoption is low or feedback is not positive from your users and customers or maybe uh it's taking a lot of Maintenance and upkeep to keep that service catalog healthy this service and the type of assessment and enablement that we do would would help that customer likewise maybe you haven't implemented service catalog on service now but you're thinking about it it's on your road map um you may or may not have other catalog items and workflows on other tools again the assess the assessment will look at your other tools as well um this service would bring value to a customer in that situation and then I would just say um we touched on gen earlier but having a solid service catalog is critical to get the full value out of a gen solution so if you're considering going down that path this offering would give you a really good idea of kind of your service catalog maturity um and and um if you're ready if your service catalog is ready for Gen basically great all right that that's it for advisory our third and final category optimization and Remediation Services which are similar to advisory Services um they're for existing customers but those who need more than just advise advisory Services they need help kickstarting a remediation effort um or a value realization Journey they might need that Hands-On keyboard uh in addition to the expertise from our service now Consultants so like advisory Services these typically start with an assessment here we're identifying Improvement opportunities to help you remediate identify areas where you could optimize and then we'll Define a backlog of stories that you take with you um to implement um to remediate and optimize and then as I mentioned you also get that remediation time so x amount of hours it differs by offering um where the consultant from service now is there in your instance helping you implement like a prioritized subset of those stories um so you you'll work with the consultant to pick which stories make the most sense to kind of Kickstart the whole thing and then once the engagement is over you you have the rest of the stories kind of bundled up for you to take Along on your journey so probably our Flagship example of one of these Services is called cmdb Amplified it's another product specific offering that focuses on the cmdb and the related tools capabilities processes um this one starts with an in-depth assessment that includes activating the cmbb data foundations dashboard which they'll use as part of the assessment but it's also a critical tool for customer to use to just gauge the health of their cmdb data so it's something you can use once the engage the engagement is is long over you can always come back to this dashboard to kind of check on the health of your cmdb based on the assessment that's when they'll prioritize the remediation stories um and then you also get workshops and coaching as part of this that focus on our common service data model cmdb governance and related topics and then as mentioned you get that remediation time so in the case of cmdb Amplified you get 20 hours of remediation time with a service now consultant knocking off those stories that make the most sense to start with or they're like the lwh hanging fruit uh kind of remediation stories that um that you can Implement within that 20 hours this one is a seven-week engagement kind of like service catalog unified um you walk away with those prioritized stories some of those stories already remediated and implemented and as well as um the cmdb dashboard for you to use on an ongoing basis this one's also fully packed AG fixed scope fixed fee with a product code uh so very easily transacted as well all right and make I need to ask you why did we decide to create this service offering yeah this this one has an interesting story so many times we'll get feedback from customers or from account Executives for ideas for offerings um that will be helpful to to folks on service now this one came about a little bit differently so we actually saw a data suggesting that many of our customers were struggling with the health of their cmdb and if you know anything about cmdb it's a it's a complex topic and it's a complex process and uh a very large data set that that you kind of have to manage um and it requires a lot of care and feeding uh it's also a foundational piece so many other service now products and applications so we saw a need for a service to come in and help Kickstart remediation efforts around cmdb I'd also say this is another one to try and get right before embarking down the Gen path the cmbb and its data underpins so many service now products and capabilities that you you um definitely want to be in a good spot with your cmdb before going too far the gen all right that brings us to poll question number two also our final poll question of the day um So based on what you've heard today which services do you think can help you get to Value and we did include an other option so please feel free uh if you select other to put that category or type of off offering in the chat we'd love to hear your ideas there um if it's something outside of those main three looks like optimization remediation is in the lead All Above we like that yep nice little something for everybody here which is good so we'll end and share the result in a second here I'm not sure everybody will see it as you and me doing me all right cool thanks everybody for participating in that so as promised um we will we left some time for Q&A so you can use the Q&A function at the bottom of your window to ask questions if you want to ask a question privately please leave your question and contact info in the survey and we'll definitely follow up with you um if you want to ask a question that way not in the larger Forum then an and I will review that feedback and get back to you as soon as we can with an answer to your question yes so I'm looking here can cover some and we can divide Andover so what is service offering so anytime when we Define a scope and an outcome and kind of package it we call that a service offerings so we deliver services to our customers every day all day along which is customized to a customer's need uh but in some cases we defined um a specific again spec specific set of scope and activities and then we package that and that's what we all service offerings so where can I find pricing on the cdb Amplified offering uh so we are providing as part of this document uh link to our uh offering catalog I don't think it includes pricing uh but if you leave your name in the uh in the survey we will definitely connect with you and provide a detailed uh pricing uh on on any service that you're interested in and and also of course connect with your account team um and especially if you know your services sellers are on the account he or she would be able to provide more info to but happy to connect after this and and send you detail pricing what's the difference between this dashboard and the cmdb health dashboard H I don't think that there is a difference I can double check but I think it was um they're the same two names for the same dashboard okay so those are were the questions in the chat or in the Q&A let's see if we have anything in the chat do you see one one just came in through Q&A can I get a more detailed demo for the cmdb Amplified offering uh I'd go back to what Anna said you'll receive links to um more information about each of these offerings including offerings that we didn't include in um the presentation today we have several more we probably only covered about a third or so of them um but you'll get links to all of them and I would say if you need a more detailed demo or have specific questions again leave them in the survey and we can get back to you or you know reach out to your account exec who can put you in touch with a a Services exec and and help answer questions there all right I think we covered everything then let's go to key takeaways Nick sure all right all right okay last slide for today yes so the most important thing for us is that you as a customer get to Value and can effectively enable all the capabilities on the platform to to meet uh to deliver to your desired outcomes so because of that we we want to hear from you like we said uh we want to get input from you if if you have issues with your implementation you want to hear from you if you seek guidance if you have question on what what should we do next if you have concerns or question about your already implementation implementated Solutions um so if you are not familiar with a service account executive uh connect with your account executive hopefully you know who that is and he or she can put you in contact with your service account executive um and with that we want to thank everybody who joined today and just put a reminder out there to fill out the the survey and like we mentioned if you want to connect with us directly put put some notes in the survey too and we will reach out for sure thanks everybody thanks everybody