good morning and good afternoon everyone thanks for joining us today for a special fruition partners and ServiceNow webinar entitled platform analytics for the entire enterprise today's webinar is scheduled for 45 minutes but we hope it feels more like 15 minutes since the content we're expecting the content to be that good I do want to point out that the webinar is being recorded so if you have to jump off early for any reason you'll be able to watch the recording of the webinar which will be available on our website sometime next week we're very excited to be doing a joint webinar with ServiceNow today we have two amazing presenters lined up Chris Myers from for wish' partners at berry Brooks from ServiceNow both have an abundance of experience when it comes to ServiceNow and more importantly performance analytics so Chris if I could just get you to say real quick hide in the audience hi everybody I'm Chris Myers and I will be presenting our methodologies and how to turn on incident management trial version thanks and then Barry if I could just get you to do the same then I'm very Brooks from ServiceNow I'm going to be running you through a little bit of the methodology and then also a live demo awesome thanks guys so again this webinar is only 45 minutes today and we have a lot to cover including a live demo so we may not have time for a dedicated Q&A at the end however we still encourage you to ask questions as they come to mind whether via the go-to meeting panel or the Twitter hashtag up on the screen there will definitely be sure to Bob with you personally after the webinar also worth noting that we have two poll questions today polls will be launched on the slides that have the poll icon in the bottom right corner so be on the lookout for those the results will be shared in real-time so here's a quick look at today's agenda just so you have an idea of what we plan to cover today the highlight is certainly Mary's live demo so you'll definitely want to stick around for that and as you can see it looks like we actually have our first poll question right out of the gate so I'm going to go ahead and launch that to everybody right now so our first poll question is are you currently on service now is eureka release and the available options for response are yet to know and I don't know so we'll give everybody about 10 more seconds to vote and that will share the results in pass it off the barrier so we'll close the poll in five four three two one so poll is closed and we will share the results so again the question was are you currently on service now is eureka release 35% said yes 59% said no and 6% said I don't know so I'll leave that up on the screen just for a second and it's worth noting that 85% of attendees voted so pretty significant results so I appreciate everybody participating I'm going to go ahead and hide those results and then pass it off to Barry to kick things off so Barry I'm going to make you presenter very good thanks Mike thanks very so again either it Brooks the different service now for six years now at this point and really you know part of my role is as a specialist is around kind of getting my hands wrapped around some of the new products one of them is performance analytics and really when we picked up performance analytics you know going out about a year now now we kind of thought this was going to be some kind of you know addition to recording we thought it was going to be some type of reporting on steroids and it really isn't it's a very different type of solution you ask very different questions of it and you get very different types of answers and so when we think about you know what is reporting reporting for us is taking all of that that day stage of that ins't problem change data and getting some meaningful reports out of it you know these are all the operational reports that you guys are getting today it's very bottom up and then taking all of that those reports and then really getting some more analysis from that so it's continuing to move to the right you'll hear me talk about that you know whenever I'm an athlete folks are challenging folks about what types of things are trying to get out of performance analytics I'm only thing let's move it to the right so you're asking different types of questions you know performance analytics is very much problem to top down you know it relies no on B there's a base reporting that you have inside of ServiceNow which is good because all of that data is available to you inside of the instance so whether you're just running an interesting problem and change or you're running you know some other type of custom app all of that data is available and for me one of the analogies that really makes it stick is this one I'm a car guy so everything is kind of car related in my world but when you're driving from point A to point B you know you use your dashboard to help you get there the dashboard tells you all that stuff you need how much fuel I have and you know what's my where my rpms doing will gear am I in you know what if I come around the corner and realize I'm stuck in a traffic yet whole lot that I can do there of course if I have some type of GPS and sat-nav now that's where I'm gonna get some maybe some additional routes that's very much the same way in your organization when we talk about reporting bursts and with it so those are those operational reports or what you use every day that's all that stuff that's on the dashboard you know it's you know this is this is my poker records and these are my accolades and this is what's gonna breach in the next you know 24 hours so I use all that to help me get from point A to point B and then of course there's that end of the Montt reports that you're generating that's you know there's not a whole lot you can do with that data you're done right can't effect any type of change if you're in a traffic jam you're you're going to be in there but what PA can do is it can provide you with some leading indicators that can allow you to make changes so to allow you to adjust things before the end of the month so before we get stuck in that traffic jam and there's some major differentiators between these types of solutions they're kind of listed out here you know operational stuff or in real-time again it's very bottom up it's all the stuff that you use day in and day out if you go down to the very bottom you talked about PA that's more of the trending data so that's you know how are we doing mock over month is there a cycle in between you know is there a cycle from a second to the third week and then of course you have all of that monthly reporting whether you do it inside of you know some other type of tool or a bi tool the thing with the BI tools and that type of report is when you dump that data out you know it's one it's old you lose the link back to the records and also it tends to be very cumbersome you know it's a it's a big box solution you have a dedicated team that normally tends to wrong I was out military said IT is normally at the bottom of the list when it comes to getting new reports in the BI functions and when I think about you know the two main types of reports this this really is what makes sense for me it's bleeding versus lagging and so a lagging indicator is all the stuff that we build every day that's the that's the what's going on you know right now I want to see how did well did we do at the end of the month you know but there's no way to again to effect any of the changes you know for those gauges the role that's the 30-day reports where the leading reports allow you to still effect some type of change so an example that we use and this is a real world example you know so if we come in and drop in performance analytics as a POV environment you know we look at things a lot of times what you'll see is if you take one of your long SLA look at a priority three or a five or something you know maybe 72 hours if you look at on average all of those incidents or tickets that have reached they all kind of look the same you'll end up with a signature the signature many things like you know they don't get touched for the first 12 hours or they get misrouted more than you know two or three times and so what you can do is then take that put it into performance analytics to create a leading indicator so now think about a dashboard we still have the operation stuff show me myself right now my ticket Q but also on the right-hand side what if you could will get a leading indicator it says show me all of the records that match maybe the signature because again it gives you an opportunity to to then affect some of the changes for those records before they get before they reach out there are some major differences between the two you know one is very easy to measure one is very hard to control and the other is just absolutely vice versa so PA for us is exactly in the in the business management pack the B in fact for us is that it's a place where you know we've organized these in such a way so that you know when we're building tool sets and we're building functional pieces and use cases you know they fit together solidly in PA sits right into that business management back but also but also it's used for you know for every part of the tool itself so again regardless of whether you have into this problem or you're running change or you're running some new custom application every single bit of that is available to you inside of our network you know it looks very different so you'll have a tendency to drop in PA and just kind of start building new types of operational reports you really have an opportunity to think about well what is it that we want to use PA for we're trying to answer some types of questions and so you want to have a you're going to have a little different view of it so here we have more reporting based gauges on the left and more performance analytics on the right you know they tend to look very very different also who uses them is different so again think about reporting as if a month more operational think about performance analytics from the top down and of course there's going to be overlap in between the two but for the most part you know you're trying to answer questions with PA for us everything is it's nicely into the service model if you've been a customer for a while you're starting to see this this is these are the five pillars for the service model and while you you certainly don't have to have a service model to to provide a service you absolutely have to have one when you want to start to measure it and so from service now you're going to start to see how our product aligns with each of these five pillars but the last two what we're going to talk about today and what you're going to see when you think about service assurance and Service Analytics those are both squarely in reporting in analytics at this point I'm going to switch over and I want to show you a little bit of the product here and this is one of the one of the instances of service offices my instance obviously this is the PA version and so what we have is first off is you have the same rule in permission sets that the entire solution already has so you use the same ACL your groups and you have two separate domains and they have access to only certain types of data that works the same way in this solution as well they also have the capability to have different dashboards and different navigator bars so if you want to have things like infinite problem change it's going to think that CIO or an executive level dashboard you can do all that you can also have tabs across the top you guys have capabilities to configure every bit of this so if you have the rights to it if you have certain roles of course we added another eight or ten roles to it you can then come in and tweak these great new tabs these are just visualizations though for the gauges so inside of ServiceNow you're familiar with gauges it's a different type of reporter a widget or a scrolling box so these all work the exact same way you can mix and match these you can hedge reporting gauges on top of these you can put PA on a tree or other dashboard but these visualizations are what you control and they all come from the indicators so a very very basic indicator is the number of new or open interest you're seeing these basic indicators at the top of the screen this is a this is a breakdown or a list view of it where you're just seeing the indicators and then the raw data underneath it this is configurable by view it's all interactive so if I move my mouse and I hover over it I could see what the gauge what the values were for a specific time and frame by select into it it opens up the gauge for me it also do things like showed me the last seven or eight different you know time slices and maybe I want that to be here at the end of every month I want to have things like the scores and the changes this is a different type of visualization around a time series so right off the bat you're seeing we have the capability to do all of the trending that we just didn't have the capability for with reports you know with reporting you could say show me all of the maybe the incident break them down like category and stack them by something else but it was really whatever you identified in the time series was now this data this is goes back to as much data as you haven't added search now you can also overlay multiple gauges on top of each other so just fitness one visualization we have open incidents I said I also want to see the number of openness and it's not updated in the last 30 days and maybe my current staff member view something else here that's all interaction so I take this data off like attendance resource I drill down into this shows me exactly what that was for the day if I click down into it now I get the detail for this and these all look the same so once you see one of these you know how to use every other gauge and widget and visualization inside of the tool from here you get information like what is the base number so here we have 495 and it shows change for a specific date I could again use my mouse and find out what the date was for a different date range I also have access to a ton of different aggregate so just by building one indicator that says give me the number open incidence for example and captures that data every single night now the tool can build those out for me give me different aggregate you know I like a 30-day report it's kind of what we're used to inside of IT but a much more useful report is the seven-day report you know this is a moving average there's a lots of things that could certainly have happened at the beginning there's a month where a seven days is is real what's going on right now you know if you have a 72 hour or escalation period a certain day moving average is great because it shows you you know what medicine you're going to be taking in the next couple of days you also have access to they'll change this so right now I've said in that primary gauge show me a month's worth of data and that's what's displayed here but I could always go back and say will show me everything that that I've collected so far you could pick up specific date range in here you can also change the visualization so right now this is a line chart but I certainly could say I'd rather have it as an area then maybe I want to add some other date or add some other some other content to it so I could say I'd like to have a target for this I'd like to have a threshold you know a target is pretty self-explanatory but a threshold is interesting because you could say well even though I have a target I want to make sure that none of these KPIs go out of the threshold the thresholds maybe could be 25% above or below that target and then you can set up a rule that says hey anytime you go outside of that threshold or you go with it 5% of breaching it or a new high or a new low any of those things you know start to do some some proactive notifications so that instead of always having to have the dashboards open you know I can have maybe just two or three that I look at it every day and then the rest just send me a notification if they start to go out of whack so thresholds are interesting trend lines confidence bands trend line is it's very very nice especially when you have a ton of data competitive tart to see the actual trend boost some of the cycles the confidence bands are interesting too because the alpha that's the Six Sigma approach that's the UCL and you see oh so this is how well is my process doing we we had a lack here with it you know what this example is kind of all over the board also things you can do are add the labels labels don't make a lot of sense for this one but comments maybe do so it's nice to be able to identify key right in here you know as the data coming in events that happened or or process changes you know anything that that's going to you know impact engage and I want to have notification I want people to be able to see hey this is so we had a spike here because this is then passed which has something else change down here at the bottom you can see all the different components that have come into the thing if I select the breakdown tab at the top now I start to get additional capability to do things like drill down into the data so I'll break it down for us is any data source that you have anything else that's on the record so these are the very common ones that you would normally see but you could have other things you could have dynamic breakdown so for example let's say you knew you have a ton of assignment groups and you don't want to break down by assignment group if you want to take the assignment groups and kind of doubt walk back to the data and find a business unit or a coffin or a geographic location maybe that makes more sense for you you those all could be break down and there's no limit to the number of those that you can ask so at this point I'm looking at the priority and I could of course pick I only want a specific priority to see but I'm still interacting so I could look at this data and look in it more like a scorecard view but again I could go back to you like columns and total view of this thing and so I'm just visualizing I'm just changing it all on the fly this by the way could be the visualization you put on the homepage so just by having this one indicator number of open incidents you could see I could have a dozen different types of visualizations for it based on who wants to see the data what are they using it for and other things and then finally and this is one of the again another the big differentiators that you can still go always back to the data so with other types of tools you know and there's hundreds of them out there whether you go from a big bi tool down to a smaller reporting tool you know those tools you export the data out of the service now and you don't put it into their product you use their visualizations you know but you lose the access to drill back to the ticket and with this we sit on top of the platform that's always been the benefits of service now single platform single source of record so I can always go say what is that data where are these records that that are making up this gauge that I'm looking at okay so we are talking about some of the dashboards we looked at some of those that are in here and we can be just a couple of examples I think are interesting to you so here is one where we're looking at basic indicators open into the open instance maybe by category may be my first call resolution no limit to the number of stuff that you can build out in here I want to show you one of these so here's a an example of a top-down approach that it came from a customer and the customer said to us you know we want to we want to try we have an initiative where we want to reduce the number of backlog by 50% before a major release of a new application so in this case they had a tool as the tool is kind of like an SAT it was a very very large tool and when they released the new version their call volumes would always go through the roof and they would they would end up getting buried so they said we want to we want to clean out the backlog at least by half within a certain time how many people would we need to do that so again a very top-down approach it's an initiative that performance analytics can then handle and so I took their formulas and I put them into my demo and this is what we're seeing so right off the bat in the upper left hand corner we're looking at the number of IT staff that we have I have 25 folks in my in my demo and then down below what we're saying is how many records on average each group closes per day so this is my seven-day sort of moving average of what the through put it is so you can see these are the different teams on the groups and then I go and I went out to Google and I just looked for a formula that made sense so you can add formulas into these indicators it's very very simple to do in this case I look at the details everything in the bottom here is the formula and everything that's a hyperlink is just a base indicator so again I'm going after that open incident indicator if you look at this formula just give me the number of open incident weighed it with the 7 day moving average and then divide it by that Average closed engines per staff again with that same weighted average and it gives me a score in this case the score is around 30 bodies and then I take a really complex formula and I subtract those two out on that gift 4.6 yes but this organization of course didn't hire folks and they were a hundred acts this number but what they were able to do is to move some of these people around temporarily to help them reduce some of the ticket load so not only does it show how many folks we would need to move but it also shows where exactly we would put those folks it's in the bottom right hand corner so this is a real example it's a perfect use of performance analytics and drop it right into the tool now this isn't something they're going to look at every single day it doesn't make sense it's not what it's for but what they will do is is take this formula and then tweak it for next time because they'll go through this upgrade process and they'll look at the volumes and they'll say you know what we did really well here we really didn't need this many folks from this group who we probably should have not touched those people at all and then they'll build a new model and so they can iterate through what makes sense for their environment so this is a just again a a great example of that and one other one that I would show you is this so this is do some business or value sometimes customers ask me for things around production costs or for or for quality so in in this organization they had a handful of apps and these apps were were very very expensive to run they also were very very large revenue generating apps for them so when these apps go down it causes obviously a tremendous amount of pain so what they wanted to do was to put a value for those outages and so they're able to say what does that application generate per hour in revenue and they then were able to take the data inside of ServiceNow that says we're doing change requests we took this system down planned or unplanned for eight minutes here and we did 20 minutes here at 30 minutes here some of these were emergency changes sometimes they had unscheduled outages but you're able to take that data and then and then collect it put it into this type of gauge or this type of report so again another great use of performance analytics a very again top-down approach to getting these so we've talked about methodology we've talked about some of the dashboards I've shown you some of the visualizations and I want to show you this last component maybe two here but let's talk about this this is the indicator itself so this is the number of new incidents this is one that we look at a bunch here this is how the indicator looks inside of ServiceNow an excuse got some data around when you collect it what is the direction right so do we want this number to be higher to be lower and that's good for color coding things like what is the unit of measurement is that the numbers in an hour to the date what's the aggregate is in the account what breakdowns are associated to this and then what you have this you notice here you have an indicator source so we have taken the indicators and separated them from the indicator sources because I don't necessarily know what each of your organization's how you capture things like new records you use the out of the box fields do you use different fields what about when you resolve ticket so what we've done is separate these out so that you can then change the indicator source one and have it update everything else that's inside of the tool so here is the source and this is how you go after the data in most bi tools when you're building indicators you're doing it via sequel the service now you're doing it via the condition builder so your ServiceNow customers that are out there you've been using the condition builder since you've had ServiceNow it's how you build all of the reports all of the the list views all of the query everything works like this and it's the exact same thing with PA so in this case I'm saying how do I go after my new rec well when everything that's opened on today but again this is all of these are all of the data fields that exist or for example the incident table so I could do things like opened on today you probably want to have and maybe opened on yesterday for example and then maybe one has things like and make sure maybe you use the resolved field do you say anything where the results field maybe is not empty for example and then there's your pet shop and you can go out here and you can say show me what records this wood has matched I didn't open any records yesterday but this could show you them could also select any way and go right to those records what's great and you're building this out so these are four processors these are for your regular folks that are building the report if I own internet management or I own some other custom profits I know what my data fields are so it's very easy for me to come in irritation this is basically how it will work I want this thing to run daily maybe it runs a weekly or maybe it's an Ender the fonts report so this is the indicator source so again using the condition builder for all of these it's the same platform it's the same logic that you are already using inside of the solution you can have automated indicators you can have formula indicators I talked about that formula indicator just allows you to take other indicators and mash them up so for example average age of open incidence or staff required for that 50% backlog these are all examples you guys can create these you guys can can pull down examples from other sources like share like community site you can also pull them directly down from the from the KPI library so if you want to go out to the KPI library you find a couple that look interesting bring those over as far as the metadata goes start that process okay we've talked about some of the indicators they show you one final thing and then I'll turn it back over to Chris talking about some of the methodology let's look at it configuring the dashboards so again these are changes just like everything else is inside of the solution so if you want to mix and match or you want to create new things you can do that if you have rights to that you can open these up so for example I have this open incident as a widget and you notice it has three or four different types of indicators that are all showing at the same time so you can mix and match I could put problem information change you know a very common one is show me the critical incident and overlay that with the number of emergency changes that failed within the 36 hour window you know those are cool those are two very different types of reports you could put them together on one visual so for me I said this is a time series you know the time series just means I'm picking some date times life but I could course pick different scores or lists or breakdowns or different visualizations for each of these types this of course gives me access to things like areas and snaps and other staff charts not only can I pick the indicator but I could also say this is the specific story town I want to see from that indicator I can do things like change the colors I can pick a certain date time series so if I wanted to pick an aggregate I wanted to say show me only the time series that matches the seven-day for example I could do that and you could also then take other again indicators and drop them on the same box but right now I have these three but I could say give me a new one this one maybe is something from problem management so I could go out a list they give me everything maybe the number of active projects I want to see any of the data that you have and then I could say I want that to be a line chart I maybe want to change the color I could add that to it and that's it you would update this one now we would be on our dashboard or my dashboard not only that one but also maybe the number of active projects my number of active projects is actually very small so if I was to pull some of these off notice that the accesses are all changing based on whatever data I had inside of the solution so we've talked about the methodology for service now our thoughts behind PA vs. reporting talk about some of the main differentiators we've also looked at the UI itself talking about dashboards talked about the indicators who talked about creating some of those I've given you some some real-world examples on to get you thinking about what types of information we would put inside the PA and then we've closed that out with some of the configuration itself so we talked about adding new types of indicators with the sources we also talked about putting those indicators out onto the dashboard at this point I'm going to switch the con back to Christmas fruition great thanks very all right so we're going to talk about how do we implement performance management or performance analytics very did a little bit of demo with the tool and how to you know do do certain things but how do how do you identify what you want to put into PA and when does it make sense to measure performance management when we do implementations the first thing we always do is identify the processes the activities and the domains of what needs to be managed right so we're going to say you know we want to look at into their management trends change management trends open and close percentages SLA is that kind of thing we need to identify that in the beginning so that we could make sure we know what data we need to collect the second thing is we need to articulate the goals that we've met why are we identifying these processes as processes we want to implement PA on this allows you to determine whether you want to track costs of your service desk and how they're doing or your changes or or the efficiency of your actual staff so those are some common things that we talk about when we talk about number two with the goals to be met define the metrics and indicators that measures if goals are being met right so that's going back to the KPI library what KPIs do we need to measure to make sure that you know we accomplished number two and make sure those goals are there the fourth is to collect the data for the indicators so we run those data collections we also determine how frequently we want those data to be collected so we can see our trends we can see our thresholds we can see our our targets and talked about over time how we how we meet number two and go from there and then we determine if we've met our goals by the data collection and take improvement action so that leads us into number five so we look at the data we determine you know where do we go from here so this is the recommended implementation path that we use here for sure and ServiceNow to to best use performance analytics with within your organization pa can be used in a number of different ways where we think the most in fish efficient way and best way to do is to be able to follow these five steps and kind of go from there and it looks like we have a poll so much going to start the poll here in a second yep that will lead me into my next slide great thanks Chris so our second and last poll for today's webinar I just launched it the question is have you registered for the complimentary trial of performance analytics for incident management and we'll get that out there we'll give everybody about 10 seconds to vote here while you are voting the next thing we're going to go into is the trial version what you get what you don't get and how do you install it it'll be a quick one slide kind of visual visualization as well as some some background great thanks Chris so we'll close the poll in 3 2 1 so again the poll question was have you registered for the complimentary trial of performance analytics for management and 14% of you said yes 68% said no and 18% said I don't know and actually I just shared the results with everybody so you should see the pop up on your screen and we're noting that 70% of you voted so thank you to those folks for participation so I'm going to go ahead and hide those results and then pass it back to Chris and he'll close things off with this final slide all right so how do we install performance analytics from a trial version standpoint it's basically a plugin just like the any plug-in in the system you simply search for plugins and find performance analytics install the data collector as well as the performance analytics plugin takes all of ten five to ten minutes and you can you can use the trial version and allows you to have 180 days of incident data it is incident management only and it's specific to that also it gives you some out-of-box indicators to kind of play around with you know you're on the trial version if you look at the slide you'll see the trial next to performance analytics on the application as well as I get started kind of walkthrough of performance analytics and I recommend this for anybody that has incident management there is no harm in turning it on and allowing just the admins to use it you you can collect data from 180 days it's kind of see the value we have fruition kind of are going to start turning this on for all our clients that we have currently and then going forward just so you guys can see it if if that client wants it obviously but once you decide that you do want performance analytics then you will upgrade to the premium version and it would be I would you contact Barry or Arjun if you have any questions about what the premium version entails but it is available out there for free in the trial version basis for those that want to use it and kind of play around with it great thanks Chris and thanks to you Barry as well so this actually concludes the webinar for today and it looks like we ended a little early we still have a few minutes so I'm going to go ahead and filter through the question box and present as many questions as we can to Barry and Chris to get answers to those and again like I said at the beginning if we are unable to get to your question today we will definitely be sure to follow up with you personally after today's webinar so our first question is what is the add-on licensing fee for the performance analytics capability and Barry I think that sounds like a question for you the briefing MPA is a flat percentage of a CV so it's 20 per centum of the a CV and their licenses for the whole incident great thanks very and I Kris I think you touched on this but we did get a question from the audience from Rose Bateman thanks Rose for participating today she asks how long does the trial last I think you said 180 days or the trial the trial is there for as long as you want it but it will only collect out back historical data of 180 days so if you install it and bury correct me if I'm wrong you can have it for as long as you want it and the trial version of it but you can only collect 180 days worth of data great thanks Chris potentially another question for you buried the documentation indicates that all KPIs are focused on Service Desk are there any four projects there are the out-of-the-box implementation for what we call the QuickStart does not have any focus specifically for project but if you were to implement you know add an additional day on to the services you know pick and choose a couple of others that you want to add into it very easy to add those those also who will probably be available going forward and share or the community site so as you know as we start to build these out and we add more and more content all of that it will go out there so everybody could use it full truck great thanks and for the folks who are asking these questions if you know you still have follow-up questions contact us after the webinar for sure obviously our contact info is up on the screen so don't be hesitant to follow up so looks like we have time for just one more question the question is can I build dashboards on my HR app and other apps on the ServiceNow platform if yes can I personalize the dashboard so no IT people see the HR dashboard so a lot there Barry but I think this one's for for you again yes absolutely so you not only can you build dashboards or just the HR application but you can also have a no segregated dashboard so that just like the rest of the product none of your your IQ folks can see those those HR requests or HR dashboard perfect thank you so we'll end there I just want to say thanks to everybody for attending today's webinar and obviously the next two christenbury for sharing their knowledge and insight today with us as I said at the beginning of the webinar a recording and PDF of the deck will be shared with you sometime next week if a question does come to mind after today or you'd like another demo of performance analytics or you need help implementing the the free trial feel free to reach out to either fruition partners or bury both of our contact information is up on the screen so take that down if you can if you'd like and again like I said a couple times already if you did ask a question today and we didn't get to it we will definitely follow up with you afterwards so that is it I just want to say thanks again and we hope to see you guys at the next webinar bye