all right my name is Mika Sisonin i am on the product marketing team for Service Now Impact also on the call today I have my colleagues Matt and Karen from the Impact product management team as well as Derek No from Avalera which is one of our very valued impact customers uh we have a lot packed in today's session so to keep things rolling I'm going to let them introduce themselves later when they come on but uh as we begin I just want to go over a couple housekeeping items first uh this presentation may contain forward-looking statements that should not be relied on for purchasing decisions and today's session is also part of live on service now which is a curated event series that connects 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 in this series or one of our 360 exchanges you can see the schedule by scanning this QR code or using the link that I think we'll share in the chat um also before we begin a few more notes we would love you to ask questions we will reserve time at the end of the presentation for Q&A so please use that Q&A feature within Zoom to ask questions throughout the session uh this session will be recorded and shared on the service now community afterwards feel free to head over to that community where you will find the impact product hub that's where you can engage with experts ask questions see the latest innovations and look for other upcoming events and then finally look out for a survey following the question we would love to hear your thoughts uh before we get into the main content um I'd love to ask those of you on the call how do you track the value you're getting from Service Now i think we're going to bring up a poll thank you Adrian um so how many of you use formal metrics and dashboards to track value uh how many of you just go by gut feeling to track value uh how many use manually generated reports and then how many don't have a good tracking mechanism in place love to see the results here leave this up for a few moments it is tied headto-head between a couple that I'll let you know in a minute all right good good results in seen a few replies still come in so I'll leave it up a couple seconds longer there's one that's leading i'm gonna let you know what that one is uh oh all right we're going to end the poll even though I see a couple more popping in here all right so I'm not sure you can see this but um we don't have good uh tracking mechanisms in place has led the pack just by head a little bit uh formal metrics and dashboards did come in second good um manually generated reports came in third and fortunately gut feeling came in last so interest oh pardon me uh I will share the results i didn't realize I was not sharing there we go all right if you found that poll question hard to answer you've come to the right place uh we are going to be talking about impact which is all about achieving and measuring the value you get from Service now here's what we're going to cover today number one I will give you a brief refresher on what impact is if you don't know what it is and and how it helps you put AI agents to work then Karen is going to talk to Derek about how Avalera is using impact to maximize the value they get from Service Now next I will do a brief overview of what's new in the Oklahoma release for impact and then after that Matt will do a demo of the latest features and finally we will close off with time for Q&A so just like I said a moment ago impact is all about helping you get more value faster out of your Service Now investment whether it's putting AI or other innovations to work it's what we call a customer success product that's powered by both AI and human expertise and here's what it does in very brief number one it helps you deploy and adopt capabilities like AI agents faster helping define your visions for Service Now and track your ROI then it helps you keep things running smoothly with 247 tech support to help you minimize downtime and maximize productivity number three it makes sure your platform performs at its peak and gives your team time to innovate and help your organization grow and then finally gives you help from Service Now experts increases your team's expertise and helps them use best practices just in brief these are some of the results we've seen so uh from impact so far forester did a study for us and they found that Impact customers are getting more value from the Service Now platform often 20% or more and Impact is also making it faster for them to deploy new Service Now applications and on top of that our customers are using impact to improve their platform health and governance like the ones that you see here and improve platform innovation and upgrade faster so before Karen talks to Derek what I want to do is show you four ways impact can help you put AI to work faster first Impact can help you set the foundation by helping you check if prerequisites for AI agents are ready if not you're going to get expert guidance and help to set them up next it's going to help you optimize the performance of your platform before you put AI agents to work it's going to make sure your platform is healthy and ready with platform health tools and expert guidance on best practices then it's going to also support you as you test and implement AI agents impact will help you see AI agents in action using a copy of your own data in a temporary instance and see how to enable and configure the capabilities that drive the most value for you and you're going to get expert coaching along the way and finally it'll help you measure value and make sure you're driving the business results you need it's going to do that by helping you refine your strategic vision align capabilities you deploy to the outcomes you want and then promote your success to stakeholders all right now that we've done that brief intro to impact it's finally time to hear from one of our customers uh as I mentioned before Derek Noir is director of corporate solutions at Avalera and Karen Herrarius is from our impact product management team and she'll be taking the next few minutes um to talk to Derek about how they are using impact at a Avala derek it's so great to have you on thank you for joining us i will let Karen take it away awesome thank you so much Neat Ma and thank you Derek for joining us today to share a little bit about your journey with impact so let's get started why don't you tell me a little bit about your company Avalara and your role within the company yeah absolutely so great thanks for having me everyone so my name is Derek No i'm the director of corporate solutions and basically the Service Now platform owner here at Avala aera is the biggest technology company that you guys have never heard of um basically if you ever bought anything you've called our stuff so um we do uh sales tax uh computations so buying things online you go to happy hour they give you a toast machine you just call Avaler's product which computes the sales tax on your purchase so we are um we are about 5,500 people strong we're a global company we have offices in the United States in India and Brazil and a couple smaller offices within Europe uh we do sales tax all over the world so if there is a purchase to be made odds are um we are behind it so that is really really cool so yeah so that's Karen that's about me and a little bit about the about the company this crazy orange company that I get to wear all the time so I know yeah that's great i I remember when we you and I first started talking and and hearing about that and then I went out to dinner and I actually used one of those toast machines so there we go yep it's great so Derek why don't you tell the audience here some of the applications that you're using from Service Now okay so Karen we are a big believer in Service Now so uh keep me honest here i have a bunch so we'll go through it so we have ITSM HRSD uh workplace service deliveries security operations we have GRC uh software asset management we have a little bit of it a little bit of HAM uh Gez that's a whole lot so I think that's enough how about that yeah I know there I I remember you telling me all about those so yeah um tell me when you guys started using Impact and you know how that's been helping you along with your Service Now journey well Karen I gotta tell you so and Mika thank you for putting up that poll at the beginning because that uh gave me a heart attack every time uh like my law my leader would come over and go "Hey what kind of value are we getting out of impact?" Right or not impact but the platform so I would you know I was pre-impact I would dread this question because I'd have to run a bunch of manual reports and get a bunch of charts and you know trying to figure out what our ticket throughput was and all that kind of stuff and it was a huge like I don't know like stressor for me when I got that when I got that now I think it was at knowledge maybe three four years ago they launched impact and I said oh my goodness this is exactly what I need okay I need these executive dashboards I need these metrics I need these performance metrics that I could just go to the impact web page and like and see it and then just and share it with my executives so that I was a huge believer from day one um so we've now been impact customers for about twoish years now and so like I am uh that stress as a platform owner as an a champion of the platform is now gone for me so I'm pretty excited that you guys have helped me with that so that's great what are some of the the key capabilities of impact that you're leveraging that are that are the most helpful to you you mentioned um you know value and and being able to share the value so um just curious if you could share with the audience some of your Absolutely yeah so I'm a big I I'm I'm a super big advocate for all those value stuff okay so I know for people on the call they're like well how do I get that set up it takes a little bit okay you have to bring your executives together to agree upon the metrics the KPIs that sort of thing but once you get it set up then it's it's it's on autopilot so um that's one of the huge things and then everyone also believes in the data too so you know like they say "Oh you're you're saving $800,000 in ITSM alone." Like you know yes we are okay that's what we agreed upon all that kind of thing so so that's that that's the one big thing I'm a huge fan of the second big thing is taking advantage of all the accelerators that you guys offer okay and you guys are turning out new accelerators seemingly every month every two months so uh the accelerators are you know 30 minute hour hour and a half sort of sessions that I set up for my team for the target people on my team who are implementing things and whether it's like jump start your virtual agent or jump start your upgrade or do a health check that sort of thing um I'm able to connect with Service Now experts my team is able to grill them about how we're supposed to set things up and all that and like and check our performance and things like that so um I schedule those accelerators like as many as I can do as soon as one is done I'm already on to the next one so I'm eating them like like gum it seems so also um all of and that is also the accelerator also helped us uh launch now for ITSM so I'm sure you got a question you want to ask me about that to go into that but I know you guys just went live with now assist so we did um it sounds like the accelerators were beneficial to get you up and going on that absolutely yep so we just launched now assist for ITSM that includes virtual agent and the ECP uh portal uh results uh last week maybe two weeks ago so actually it was last week so we are brand new on it so virtual agent and ECP genius search results and the backend ITSM case summarization content creation for our fulfillers so yeah pretty awesome that's fantastic and then I know Derek when we spoke before um you started out with a pretty small team and I think you're still pretty lean and mean so I if you could just share a little bit about your team you have a service now products you know tell us about your team and then you know how impact is really enabling that as well sure well you know I rled off a bunch of modules okay and when I first got here it was me and three other people okay like that is insane so luckily you know I've been able to get a bunch of headcounts so it's it's me and 14 other people right now that are maintaining all these sort all of these modules from a business as usual perspective new implementations we're going to be implementing employee document management pretty soon we're going to do a portal overhaul as well amongst all other stuff so but it's been very very important to use those accelerators and also uh my customer success manager Katchcha um which you I get through impact and she gets she partners with me to help me um maximize my my relatively small team for according to the size of the implementation that we have so um also I mean people are probably wondering well how the hell are you guys doing that with all these people you know we use impact to leverage out of the box uh functionality and also the workflows that service now is is optimized for and luckily at Avala we are very uh comfortable in adjusting our workflows so we can adapt to the out of the box functionality so so that's also very helpful so yeah and you and Katia work pretty closely handinand looking at your capabilities map and planning your implement presentations y um and I know we're going to get into some more um functionality as we move um in platform so one of the things that we are doing with impact is moving it into the platform and so Derek I know you've been a um one of our partners in our innovation lab testing things and would love to hear just about your experience and why you're excited for impact to to move to the store app in platform yeah absolutely so Karen thank you for getting me involved with this early adopter thing i love doing all early adopter stuff with you so um uh but you know when I first heard about moving impact in platform I was like okay I guess you know it was kind of very not exciting to me but guess what uh I was wrong okay because believe it or not like moving it actually in the instance makes it easy to and it makes it hard for me to ignore okay today with me having to log into the impact website and like be intentional about going to it like it's very easy to put on the back burner and ignore but now that I'm in the instance I'm like well I might as well check my impact dash you know let me just click on that left menu and be right there and start doing some stuff so so moving it in into the instance is a is a great thing plus all the other cool things that we're seeing you know part of this early adopter thing is about tighter integration with the platform itself so like being able to identify things within your health health check and then and then dump them to an SPM sort of record and get it assigned out for action so that is really cool and I I I'm probably going to misquote you but like I I know we talked about impact being like a item of record now it's an item of action and so you're absolutely doing that with getting that data right in the platform so those are the really cool things that I'm that I'm looking forward to and in addition to all the other cool stuff that's coming out like the automatic code checking they're going to be doing so you know I got a small team we got to make sure that our update sets are set so you know we have some standards but you know let's run it through your tool as well and get a third set of eyes on it so that's super cool for me as well yeah and and I know that we're going to be extending the product adoption roadmap functionality to you as well and there will be other uh capabilities off that that will help you guys plan uh and execute your implementations more yeah so yeah and so Kotch has helped me you know we meet every two weeks to go through what my 18-month road map is going to be how Service Now can support me all that kind of stuff what capabilities we have turned on you know like I have this like you know things are on these are off these are what we're going to do never going to do and just you know it gives me that sort of like map of the Service Now ecosystem which I can like easily like throw up to my boss and go "Hey here's what we're going to be doing in the next 18 months these are capabilities we're not going to adopt right now." And it's been super helpful so very very helpful for me that's great well Derek thank you so much for taking some time and sharing with us today any last tips or tricks or anything you want to close us out with well so first off like I've mentioned Katchcha three times now so both Katcha and I are presenting at Knowledge so for you guys if you guys are coming there please uh search Avalera in the knowledge catalog and come listen to both Kotch and I talk a little bit more about this in depth about all the cool things we have deployed and how we used impact to realize some really killer ROI here and that has been allowed me to really ramp up my staff because we've been able to show the value of the automations all that stuff within the platform so go out and register it' be awesome and I'm going to hang out and uh till the end so people want to ask some questions a little bit about that that's great and also you know this to me this platform takes a village so connect with me on LinkedIn if you ask any questions i'm happy to meet with you to talk about how we've done this uh we've gone incredibly fast that's the nature of both the ability as a service now and the the the quality of my team and also the agility within Avala so uh hopefully you guys can learn a couple things from from us so excellent karen is there anything else no I think that's it thank you so much Derek uh greatly appreciate you and I'm going to turn it back over to Ma where he's going to go into more detail about the Yokohama release which is our um first move of the store app in platform all right I'm excited all right see you thanks all right thank you Karen and thanks especially to you Derek for talking to us today and sharing your expertise we do really value the time you spent with us today and I think you said you might hang around for the Q&A at the end as well um so if there is any questions uh anybody has for Derek so in the um segment that uh Dererick and Karen did uh they hinted at a couple things that are coming up today so it was really cool intro to the stuff that I'll be showing in a moment here so what is new in this release for impact um the big news as Derek hinted at is that we have launched a brand new impact store application that you can use right inside your Service Now instance uh we've also added two fantastic new features that are available in that new store application which are the SPM integration and the proactive code check feature both of which Darren als sorry Dererick also mentioned which sounds like they're already providing value for them and on top of that we'll continue to make enhancements to our instance monitoring tool called instance observer as well as add a number of new accelerators focused on AI agents and adoption and then finally we'll talk about a new add-on that's available called configuration assist that gives you hands-on help to activate impact recommendations so first um let's talk about that brand new store application we released um as Derek mentioned what it means is that when you install the store application on your instance you're going to be able to access insights and recommendations from impact and features like the capabilities map and accelerators right where you work i loved what Dererick said about hey it's right in your face it's hard to forget instead of having to log into a separate instance kind of intentionally it's right there reminding you that you can actually take action right in your own instance uh so what that means is you'll be able to streamline your work and act on those recommendations faster and to help you get familiar with the new store application we've created a walkthrough of it that takes you through the features in a guided tour um so one of the great things about that new store application is how we've integrated it with strategic portfolio management um so if you're a platform owner using that new store application like Derek mentioned you can actually convert impact recommendations and insights directly into SPM items and then activate those recommendations faster by assigning work items to the right portfolio and track their execution status to help improve accountability and then another new feature that you can access in the store application which Derek also hinted at is the proactive code check feature so what it does is automatically review your code against best practices to make sure you don't add things like technical debt and you don't um you know fix things before they go live so it scans your code in subproduction environments so that helps you identify and fix any issues before they go live and I think Matt will show a demo of that in a moment and then as I mentioned a couple of slides ago we also keep on adding new features to instance observer in this case a root cause correlation capability so if you haven't heard of it before instance observer is part of impact you get it with your impact license and it's an instance monitoring solution that you help uh that helps you track platform performance and availability in near real time uh it helps you spot issues before they affect users and makes helps you make decisions based on data about your Service Now platform and applications and for the Okama release we've automated correlation analysis to reduce the time you need to take to review data manually to identify root causes so that means you're going to be able to save time and increase productivity by pinpointing those underlying problems faster and as always we've always uh added even more accelerators in this release um accelerators as Derek mentioned are um what we call fixed scope engagements available as part of impact that give you access to the right expertise as you need and it sounds like Derek is is uh taking advantage of those consistently um with the Yokohama release we've added these new accelerators that help you implement and adopt AI and now assist faster including jumpstart accelerators for now assist skill kit now assist for CSM and now assist for virtual agent on top of those AI focused accelerators you can also get these five new adoption focused accelerators as part of impact including jump starts for employee management knowledge management resource management and legacy workflow migration as well as one focused on user experience fundamentals i mentioned that we've created a new service that you can add on to impact which is the configuration assist add-on so a lot of customers have told us they would love hands-on help activating the recommendations they get from impact so that's why we created configuration assist uh when you buy it you are going to get help from Service Now experts to deploy unused capabilities and act on impact accelerator and platform health findings um you'll be able to align a technical consultant or a business process consultant to a specific product area that you have and choose the engagement length and coverage that's best for your organization all right with that said now it's finally time for Matt to do his demo of all the new stuff in Yokohama matt I will let you take it away all right thank you so much thanks so much Ma hey everyone thank you so much for joining uh my name is Matt Hong i'm a product manager at Service Now and I've been working at On Impact since 2023 today I'm really excited to show you our enhancements in Yokohama specifically the impact store application so first let me set the stage a little bit emily is a platform owner uh for a fictitious company named Cababrio Corporation the seuite at Cababrio Corp have tasked her with improving the value in their Service Now investments in particular her CIO is interested in how they could get started on using AI in their Service Now workflows so she navigates to impact store application to get started impact is now a workspace that is built into the now platform that contains the tools and dashboards to accelerate Cababrio Service Now journey from the homepage here Emily can initiate a conversation with her impact squad a group of Service Now experts who who will help her receive maximum value from her Service Now investment first Emily is going to check the topline goals she hopes to achieve with Service Now based on the product that her company owns Impact will automatically suggest common business objectives like increasing employee productivity impact will also create outcomes and success metrics directly tied to these objectives we see here and help track them using live usage data from the products this will be Emily's northstar as she continues along her Service Now journey right here in Impact Emily gets a glimpse into the metrics that will require her immediate attention when she selects one of these outcomes she can track the performance over time and also see what Service Now capabilities are directly influencing this outcome including ones that she doesn't have access to she notices that analysis for ITSM is a capability that could help her improve this specific metric that she's tracking but she's currently not using it so she's going to click in to learn more about it which takes her to the capabilities map the capabilities map shows the Service Now products and capabilities that her company has purchased at the top she immediately sees a comprehensive overview of the adoption status for all the capabilities that her organization owns in this view it's really clear for her to see which ones are used by her organization and which ones have not been leveraged quite yet additionally her impact squad can also recommend capabilities for her to examine that will improve the objectives that she cares about scrolling down below Emily sees a list of all the Service Now capabilities she can use broken up by the workflow as well as the product here she sees that analysis for ITSM is recommended by her squad so looking for direction on what to prioritize and how to move forward Emily then navigates to the product adoption road map her impact squad works with her directly to customtailor this road map aligned to the outcomes that she has defined here she receives a clear step-by-step road map for the sequence of implementation including the adoption status of each one of these capabilities this guided path empowers Emily to move forward confidently knowing that the plan is tailored to her organization's unique needs and objectives to enable Jedai for their company so with this plan in place Emily and her team get to work on implementing the foundational capabilities that we see here on phase one and in phase two but before pushing any changes to production Ellie wants to make sure she's not adding additional technical debt to her platform she uses Proactive Code Check to track any potential technical debt before it gets shipped to production so everything looks good and she's ready to deploy all of her latest updates let's fast forward a little bit in time emily has finished implementing all those foundational capabilities in that road map and now she's ready to implement now assist at the top of the page here she notices a few recommended next steps first her squad has recommended for her to use instance observer realtime platform health observability tool that Mika mentioned earlier that she also gains access to as an impact customer but since she doesn't want to work on this right now she can convert it into a work item in strategic portfolio management to work on later on the next recommendation down below Emily's impact squad recommends a jump start accelerator this is a fixed scope engagement delivered by service net experts that will help Cababrio Corp adopt now assist emily clicks in to learn more about this specific accelerator when she clicks in she can understand exactly what she's going to receive as she takes it she'll have coaching sessions the squad will work with her and create a copy of her instance and shared use cases and best practices on getting started with Genai once she completes the accelerator Emily will have the inspiration and knowhow to start using Genai independently so it's now been three months since her team has deployed now for ITSM and she receives an automated alert from her email inbox about some potential performance issues on her platform this alert came directly from instance observer which Emily goes to check out here Emily can head into alerts to take a look at the new root cause correlation alerts her team has generated reports to help determine the root cause of certain performance issues emily clicks into the first report in this list and as she opens up this page she gets up to speed on what the root cause correlation engine has identified as potential issues here she can see there are several nodes within her instance that are facing high processing times with root cause correlation it will help identify where the problems may have arisen from to help Emily pinpoint exactly where to look to find a solution this engine will also identify the longest running sessions for Emily down below she can also see a list view of the longest running sessions that are causing issues for instances she now has a great starting point in place to where the performance issues may be coming from and can ask her team to start exploring these specific areas so going back to the impact homepage this is a quick overview of how the impact store application as well as some of our new features and functionality that's coming out to the instance observer are helping customers like Emily to maximize the power of the service now platform so thanks so much for the time on this demo Mika and I'll turn it back to you all right thank you so much Matt just going to make sure I'm sharing the right screen here all right i think I'm sharing screen one does it say key takeaways is perfect i think it does all right before we end with time for Q&A let's recap key takeaways from today's session uh first the big news today was the release of the impact store application which makes impact available right inside of your instance and includes that SPM integration that we talked about as well as the proactive code check feature second as in every release we've added lots of new accelerators including ones focused on adopting AI agents as well as other solutions and you can find them all on our Service Now documentation site and finally as Matt just showed we've added a root cause correlation to our instance monitoring tool and we've also created a new add-on called configuration assist that you can purchase to get hands-on help implementing recommendations from impact all right we are going to take a look at the um questions that have come in i'm going to start one with start with a great one uh from our Q&A column i I know there's questions also in the chat we'll get to those after the Q&A section here very simple question how do you become an impact customer um number one talk to your account representative at Service now impact is um is a uh a service pardon me it's a SAS skew so what it means is you buy it just like you would buy any other license like IT service management or um CSM or HRSD and that's you pay for it uh via an annual contract or three-year contract depending on what you get and uh it's provided to you just like any other software license so you you provide uh you would talk to your account representative to buy it um let's see what would be next question I see here is what would be the top three impact offerings to take advantage of if you've been live for only a few months maybe I'll quickly mention this and maybe Derek this one would be a great one for you to answer as well my my instinct is that uh capabilities map is a great one to look at to see what you've got and what you're maybe not using and also accelerators um ones that are relevant to the products that you're using derek I would love your um comments on this what what would be the top three impact things that you people with impact guided should take advantage of if you've only been live for a few months yeah for sure uh number one is you need to turn on the success the success dashboards okay so HRSD ITSM success dashboards that's going to allow starting to get a baseline number for your things so I don't know if that's impact related ma but you need to turn them on so but the next thing uh the next thing is that you need to sit down with your CSM and your stakeholders to identify what um what you care about okay like is it meantime to resolution is it incident deflection all that kind of stuff you have to have those conversations you have to have agreements on things such as you know what's a what's an FTE hour for for you okay so we're a global company we have high cost low cost so we had to kind of debate about how much saving an hour of time works for us so have those conversations that conversation took about six weeks to do with all my stakeholders in ITSM and HR so uh so get after that now then you can start seeing um the the um impacts impact uh dashboards and the the value metrics being associated with that the third is get after those accelerators so there's probably about a hundred of them out there pick the ones that are good for you talk with your CSM get those things scheduled okay um and then finally finally is to fill out the capabilities map i this is an easy thing to put off push off especially in the technical side because there's a ton of integrations you want to say yes or no of but it'll give you a good idea as to like what you have and what you're interested in having in the next 12 to 18 months so those are like the four things that I think that you could get started with very quickly great question yeah I I really want to um stress that that um Derek is using the guided plan which is there's also a total plan for um larger customers and has even more support in it but what you get in the guided plan already provides just so many resources to make sure that you get success that you can just get a ton of value out of that yeah one other thing Nico I'm going to tell you uh and this is like spoiler alert Vegas talk um impact is what you get in what you put you get out what you put in okay if you It's very easy to ignore even moving in instance me as a platform owner I can say I'll deal with that tomorrow but don't do it then you're not going to see the value from it yeah yeah great point um we have a simple question here maybe Adrian u can you share the link to the knowledge site um there was a question that said can you um provide link to the knowledge info please um maybe we can put that directly in the chat it might already been there apologies if I didn't see it uh next question super simple um what is a success plan so in our terminology there are two impact success plans one is guide impact guided and then what the other one that we talk about is impact total so those are the kind of two basic impact plans that that are available there you know one is less expensive one is more expensive and provide even more resources and if you need something in between we also have um what we just started releasing which are what what are called impact add-ons so if you want um uh we have a manage support add-on that will give you uh additional support um for technical support we've got a um platform governance add-on that gives you additional capabilities including a platform architect uh to provide guidance for you and then we have a strategic value add-on that provides you guidance from a success architect as well as additional uh strategic accelerators uh on top of that uh and then on top of that we also have what we just introduced today which is the configuration assist add-on which is an additional skew that you can purchase to get help um with activating those impact recommendations hands-on configuration help for that so again the two success plans are guided in total and then you can talk to your account representative about that uh in fact I think that answers the next question that was on here what are the SKUs for impact um so there the names are different so uh I saw the question said "Are they standard?" Um and plus uh but they're in in terms of impact it's guided and total plus there's the add-ons um you do not need the add-ons to get access to the AI capabilities you'll get access to the AI accelerators um through both guided as well as total plan success plans uh next question was can we see only see the capabilities map with impact yes the answer is yes once once you get Impact you will have access to uh what Matt was showing there which is exactly which licenses you're you're entitled to as well as what the status is of each one whether they've been implemented or adopted or not in use so that you can make sure you're getting the most value out of everything you're licensed for next question in the Q&A section is with the recommendations will a price quote also come along with it for licensing great question so like if there's a I mean most of the recommendations that impact provides are not about buying more stuff from service now although that could be an option i I in in most of the cases it's going to be about making sure you you're using what you've already paid for so for instance let's take ITSM for example let's say you've got you know ITSM pro uh but you haven't you know installed virtual agent yet or maybe you haven't um optimized it what you're going to get from Impact is basically free advice from um the the accelerators to say here's how you actually do the next step for optimizing or or adopting virtual agent so there typically will not be additional costs from the recommendations unless you know maybe if you if you've told your your impact squad member your customer success manager that you have you know additional needs for let's say security operations then sure they might recommend you buy sec ops but but in most cases the vast majority of cases it's going to be free advice for for adopting and imple implementing stuff that you've already paid for ma let me give a little bit of color to that so uh we have policy within in GRC and it's okay so I had uh impact come in do an evaluation of our policy and you know their recommendation was hey guess what your service mappings are garbage okay also your CMDB data associated for relative assets your engineering assets are garbage so go clean that up and then you're going to see better use out of the policy module and mapping to you know your controls so yep exactly like in fact we have a session that's coming up at knowledge where we have a great customer who was just had way too much um data in their database and had a database that was probably 10 times as large as it needed to be and our impact squad for no additional cost was able to say "Hey here's how you can actually clean up your database reduce its size by you know 70 to to 90% and actually improve performance with you know they didn't have to buy any additional licenses they just got additional advice and were able to implement that recommendation and improve the per performance of their platform." Um all right next question um currently our impact squad is the only ones able to see the new capabilities added will the customer be able to see those in platform now i believe so um so I think I I it's maybe Matt you can clarify if I'm missing something here but I think if you're an impact guided customer you should be able to access the capabilities map so as you're adding new capabilities to your um you know let's say you purchase a new license or you implement something you should see that update in your capabilities map live in your impact guided model so if that's what you're referring to you should actually be able to see your capabilities both in your existing impact um uh application which is off platform and also in the new platform version that we just released right now matt any anything I'm missing there no Mika I think you got it yeah so as you as you purchase new product it'll it will be reflected on on the capabilities matt great um all right next question will instance observer ever become part of the impact app instead of a separate user experience great question Matt or or I mean may maybe Derek you can uh add any color to this but instance observer is intentionally off the uh impact app because it is meant to be off instance and allow you to actually monitor multiple instances so if you had it within a single instance it would kind of defeat the purpose um so I'm not sure there is a roadmap plan to ever make it part of the impact um sorry part of the impact application especially now that we're bringing impact in instance um so I think having it off instance in a on a separately accessible domain is actually part of its its its feature so maybe Matt confirm if I answered that correctly yeah that's that's right so for example if if your production instance goes down or there's some issue with the subproduction instance if instance observer is running in that same instance um then you wouldn't be able to to check the performance you wouldn't be able to triage you wouldn't be able to set up alerts so like Mika said it's it's intentional that we we keep instance observer separate from from impact um and your apps yep all right last question I see in Q&A before we go to check the chat um I've heard rumblings of impact advance going away can you provide any information regarding that um great question so we have as of the Yokohama release simplified impact success plans so um impact guided and impact total are the main success plans available so for customers that have impact advance or were interested in it we have actually specifically created the add-ons that we um released also this year including the um platform guidance um strategic value manage support as well as configuration assist that help you actually create the personalized plan for impact that is exactly right for your organization so we had a lot of customers say I don't really need everything that's in Impact advance i need kind of a something in between impact advanced and guided so we created that add-on set to allow you to customize impact to exactly the needs of your organization um all right uh let me make sure I've covered everything in chat before we close i see one question that says how many of these functions are available with impact base so we are actually not uh impact base isn't really um I guess uh technically a thing uh base sort of capabilities are what are available to um customers that service now customers that have not paid for an impact success plan so base is um really what you get with bass is 12 uh pardon me 12-hour day five day a uh sorry 5 day a week technical support that's available via the success portal sorry the support portal um so that that is the main function that you get with if if you're not an paid impact customer i I believe there are also a couple of other features that you can access for free that aren't aren't really part of technically part of impact but you can access uh leading practices information obviously um that are is available for free as well and then I think there is an admin center as well that's part of your your application as well that you can access all right there's a question that says how do you get to the impact workspace so if you install I think that means if you install the impact store application I believe there is a workspaces drop-down in your instance menu and then you just choose impact as the workspace um you'll only see that once you've installed the impact store application matt and can you clarify if I answered that right yep that's correct so similar to you know if you have like asset workspace or SPM any other workspace you'll you'll be able to see it as a drop down at the top of your instance yep uh there was couple last questions or maybe one or two uh so uh will impact tell you if there is any I think it means technical debt um proactive code check I think will kind of tell you as you go if there is any any are there any if there's any kind of um errors or you know things that you can improve in the code that you're implementing i'm not sure it's going to do an actual uh holistic check of your entire set however there is a health assessment tool that will actually do more or less exactly that matt do you want to confirm how if and how health assessment would do kind of a check for technical debt definitely yeah so with health assessment dashboard what's uh what impact provides is we have a list of kind of best practices across five key key areas things from manageability user experience upgradability um and we're able to check your instances based on those best practices there areas that we see any sort of anomalies or for example um you know areas where you could be using you know a specific variable in your code a little bit differently we'll call those out and create a score you know a percentage out of a 100 um based on how you fit alongside our best practices and then we'll also provide you know ways to remediate and actually fix um fix those issues uh those anomalies that we call out so that feature is still slated to be released in the store application so it's not available quite yet um but it is available um in our portal experience which was you know kind of this before the store application how customers would would access impact uh functionality um so that's planning to be to be available proactive code check is is more so if you have um code that's written in a subproduction instance and before you want to push that into production doing a quick check and making sure that you're not adding any additional technical debt into your platform so it's really trying to be proactive in the sense that you're not you're not pushing additional technical debt because once it's in production oftentimes it's really hard to remove it it's very hard to to get rid of it so we're trying to put in a few more places in there where you can check check that before it becomes a much uh potentially a larger problem later okay Matt Mika let me jump in here one more one more thing um I did not give the health assessment enough credit during my talking with Karen that is another huge benefit for me and my team uh how impact is and for those of you who've been in this environment for you know over five years I used to have to pay for a health assessment i mean it was $30 to $50,000 for them to be able to tell me if I have old variables for things like that now it's free so if you're helping build a case to get impact don't sleep on that great point and Derek I see another point that you uh sounds like you responded around instance observer as well you're saying in the chat your team uh was seeing long transaction times over a minute and you were able to use instance observer to notice that you have six million records from whiz in your sec ops module and you're looking at ways to um to fix that yeah yeah that's that was a fun thing to find out on Friday so yeah but yeah without instance observer which is part of impact you would not have been able to figure that out probably quite as easily I'm I'm sure nope we'd be uh guessing how about that so yep uh all right so we see the knowledge registration link there thank you so much then I see in chat next question is um how do I install impact on the existing instance and Derek already answered that it's literally just directly in the impact sorry in the service now store and I think your um impact squad will give you guidance and help um setting up there's a couple steps where I believe you need to add a uh connector matt uh Matt do you want to confirm what that um connector is that you need to add yeah so you'll need to set up a servicebridge integration um which essentially connects your um instance to to the delivery instance that's where you know the squad members do their work that's how they're able to push recommendations and you know how you're able to initiate accelerators uh so that will need to be set up we do have all of the steps laid out in our technical documentation um and if you're interested in getting started as well um as as part of the Yokohama release like as soon as possible um we're also willing to provide some engineering and technical support uh for folks who are hoping to to get started as soon as possible so um all that detailing should be should be in our technical docs as well and then I see one last question in the chat there was a couple more that showed up in Q&A we still have a few minutes so I'll do those as well um is proactive code check available in impact guided matt I think the answer is yes correct yep yep there's And I Yep so perfect you got all the stuff we've just talked about uh last couple questions in Q&A um how is impact guided provisioned and what I mean is who gets access to impact um Matt do you want to answer that question uh so in terms of who gets access to impact so um you can determine who who gets like admin view access uh for impact um and for for guided and and total all the other packages is pretty much uh the same i don't know if that's necessarily the question you're asking are you asking if there's like a limitation like do you only get five yeah exactly like I think that's the question is like you know if I'm the platform owner but I want to assign impact access to other team members can I do that and you know I'm I'm actually not too sure about that um I think uh I can definitely follow up with you Dorothy on that one um to figure out if there's if there's any limitations on on like licensing and and permissions for that all right a couple more questions have popped up here so will there be a way to request health scan exclusions for the new impact store app we currently have to route those through our platform architect Matt um I do not know the answer to that do you uh not not that I know of either Chris uh apologies for that but I can I can definitely forward this to our inbound team and see if they they have any um answers around this there anything in specific that you want to exclude um regarding healthc yeah you can just add another question if there's something you want to exclude specifically chris um while we're waiting for that if if um Chris is still on um I see one additional question from Cindy that it looks like Derek you want to answer so the the question from Cindy was "So if we only have one Service Now staff member for the entire company will impact still be beneficial?" Eric uh Cindy if that's you um good luck but uh that's awesome i actually when I started my talk it was just me and three others and it was super beneficial for me so even having a small team a team of one um you can still satisfy those executive requests for the value that you're getting out of the platform for me that used to take weeks to prepare so that is going to give you uh take that off your shoulders in addition like it's going to give you uh step-by-step guidance as to what you need to do to grow your platform and also things to do to make sure that it's you know as functioning as properly as it is so I still think that it's super valuable and because of the small size of my team I knew that was going to augment my team skill set very early as I as I ramped up great thank you for that answer Derek um all right i saw a clarification from Chris he said "We exclude things regularly with our squad um it's less less and less as they resolve findings but um often findings that we agree to accept the risk or relevant to us at all." So I think what Chris is saying Matt is that they're able to do that with the regular impact see the previous uh impact application just wanted to know if that was available on the store application so I'm guessing that they've been able to do that with their squad previously i don't think that should change in the store application but I would still probably recommend first check with the squad um Matt unless you suggest otherwise yeah I think I would check check with the squad and see what the limitations are in there um but yeah I think it's Chris it seems like you're asking more so if it's like being able to kind of dismiss certain findings that aren't aren't relevant and being able to kind of exclude that from the health scan check um yeah I would say that's yeah that's something that I'm not too sure if we're able to do on the store app um I think it'll probably be limited the same way as we have it right now but I think it's great feedback for our inbound team to be able to kind of self- select what things you want to check within Healthcan oh and I'm seeing chat pardon me I'm seeing a note here from Michael Scully thank you Michael uh health assessment does uh allow for exclusions via the platform architect as Chris has mentioned here and then proactive code check also may be able may be able to ignore but I think you'd probably need to confirm all right that was a lot of questions a lot of interest uh in the store application and um tons of questions for Derek as well i really appreciate everybody who asked questions i have um uh just thanks so much for uh to Derek for joining us uh and and answering and being available for the Q&A um before we close uh just a couple of quick reminders we do host these webinars regularly you can see a list of them here at this first QR code on the left uh number two you can go to the impact community and find today's recording as well as upcoming events and ask questions and engage with other impact customers so thank you so much for joining us and thanks also to Matt for his demo and especially to Derek as I mentioned for joining us for the wonderful conversation that he had with Karen and also staying on full length of the hour to answer questions for the Q&A uh with his expertise so it's been my pleasure to share these new details about impact with you i hope you all have a wonderful day take care see you at knowledge thanks Derek take care letter got spelled