Oh you Patrick stone Mike I'd like to thank you all for attending this webinar about what is now performance analytics something we're very excited about here at fruition because we've had a long relationship with the technology as we were 42 under our partnership with those fine folks so we are looking forward to explaining a little bit about about fruition how we came to select mirror 42 is a business intelligence partner 440 net for ServiceNow and how we're going to be continuing our relationship with technology under the umbrella of ServiceNow which we're very excited about so a little bit about who's going to be talking to you today I will very very quickly clear off the line unless you talk to people that know some stuff I am the vice-president business development for fruition I'm also one of two founders of the company we've been in business for about 10 years and in that time I've worked with a lot of technology partners and especially during the last five or six we've been seeking technology that pairs up with ServiceNow natively which of which mere 42 ended up being an ideal fit for that then we're going to talk to Mike the Poulos Mike was part of the evaluation team that looked at the mirror 42 technology couple years ago he's our consulting practice lead he's also the lead architect for our service management accelerator implementations of ServiceNow which is something that the performance analytics technology fits well into Chris Myers is our implementations lead and our leads our focus for the performance analytics technology under ServiceNow he's going to give you a demonstration that gives you a broad sense of the capabilities understand why fruition selected the technology to begin with and some of the deeper dive capabilities that the tool has so we're going to look at the background of the relationship a little bit and fruition we're going to take an overview with Mike and we're going to look at the scorecards and dashboards and how this helps you from a business perspective take the operational data that accumulates in ServiceNow and make sure tech decisions based on it and then Chris is going to go through a technical demo of the technology including what you see there so whose fruition we are a cloud service management company we've been in business for 10 years most of that as IT Service Management consultants for the last five or six we have been dedicated to ServiceNow as a technology partner in the ITSM space that is led to 350 plus ServiceNow implementations 70 plus platform as-a-service implementations on top of ServiceNow that's you know various combinations of ITSM and service management outside of I see using the ServiceNow platform we've also focused very heavily on the kind of next steps or next phases of ServiceNow activity for our customers that includes integrations we've got a hundred plus list of integrations that are at various levels of packaging and cohesiveness that we can reuse from one customer to another we've worked with a number of channel partners in is DS of which mirror 42 was one before they got acquired by ServiceNow and we have a number of technicians whose job it is to make sure that this technology integrates a seamless way and maintain the the connectors that we spilled for service now as ServiceNow continues to release two to three releases per year a little bit more about us and who we are now we are now over 200 people ServiceNow has really fueled our growth over the course of the last five years we debuted on the Inc 5000 list at number four 80 this year which is kind of crazy but we're very very excited about that we've been able to take our service management focus and our ability to blend technologies together to service a number of really blue chip customers as they use ServiceNow as the backbone of a cloud service management strategy the service lines are comprehensive so we go from the process consulting arena which is you know Mike Poulos and his team and what they do in the original roots of the company through specialized implementation and integration methodology that allows us to tell our customers you know the best ways to things in ServiceNow based on our shared experience having solved a bunch of challenges for you know our 350 plus implementation customers we also as I said explore a platform as a service development for the customers that are mature enough to reach beyond incident problem change ppm etc and we provide end-to-end managed services and support from not only the ITSM components of ServiceNow but also our integrations and any ad hoc application development that our customers request all this is part of a fruition cloud bundle this is the kind of complicated logo slide but you can see that what we're piecess is that ServiceNow is the best kind of ERP for IT platform that underlies integrations with other strategic technologies within our customers organizations you can see down there in the corner that business intelligence has been a focus of ours in terms of making the operational data from ServiceNow strategic that mirror 42 logo down there now is fully supported by a ServiceNow it's performance analytics that technology has been more deeply integrated into the ServiceNow toolset than it even was before and it already was as Mira 42 it was very dedicated to the ServiceNow platform so we're looking forward to making performance analytics part of our ServiceNow delivery including other advanced ServiceNow concepts such as ppm GRC and ServiceNow discovery I think I'm going to hand over to Mike to pull us now and he can tell us a little bit more about the technology and the way that our customers see benefit from using excellent that thank you thank you Patrick and hello everyone I make sure I get my slide up here alright thanks appreciate everyone joining what I'd like to do is take just a few minutes to talk a bit of a high-level about kind of this you know what performance analytics is what the core structure of it is and get some context around what the tool looks like at a high level as well as some of the things that vision partners is doing with it and then we'll go ahead and hand go in as you hand over to Chris to do an actual demo of the product and its core performance analytics is metrics and dashboards and reporting capabilities over and above that will enhance the Autobots ServiceNow reporting functions some of the the core examples of that would be things like advanced trending reports you can do training over time with percentages and other other dimensions that we we can't do with the stock auto box service not reporting also includes some features let such as trend indicators so we can very easily see for any given metric or KPI which way is it trending and by the way is that is that the proper way that it should be trending so you can get a very easy view of are we improving in our operations or are we declining in our operations and where is that occurring another nice feature set is a single source for multiple dashboards and Chris will show this in more detail but on a single screen you can get to all of the relevant information and to understand your operations and understand where we're improving where we are potentially declining it and may need to take some action another really nice feature is what's called value indicators value indicators are essentially an index of a number of kpi's so if you were to think about for example the stock market and you look at the various indexes such as the Dow or the S&P it's really driving an overall value statement from the individual indicators of the company that make up that companies that make up that particular index this is the same concept but this is done for the operational processes that we run in our everyday life so for example we could put together a number of indicators such as how quickly we're resolving incidents how often we're doing that within SLA even Rowling's and customer satisfaction scores we can combine all of these factors into a single index to say that for a given process such as incident management we're really improving overall how we're doing it or you know hopefully not but but potentially we're declining meaning to take a look at some some various actions another real benefit of performance analytics is the the amounted number and more importantly the type of the prepackaged reports that are included within the tenant product performance analytics in and of itself has a number of the very core and key meaningful metrics and fruition partners has even augmented this with our own custom metrics over and above that set with really a keen eye and focusing on the important stuff making sure we're staying away from you know metrics for metrics sake but really drilling in on the most important factors for our operations and then lastly but certainly not least is its completely integrated within ServiceNow so we're not having to step out into some other reporting tool going to separate places to find reports we can go to our one-stop shop within ServiceNow and view all of this important data right there seamlessly integrated just another area that we're clicking within that application so there's three components to performance analytics there's the scorecards dashboards and messages scorecards are the individual metrics or KPIs that we're going to measure so average time to resolve mean time to repair incidents caused from problems the individual KPIs that were measuring well look at those a little more detail in a second those roll up into dashboards you know not unlike you know dashboards that were all used to but again some of the nice features is if you look at kind of the middle graphic here you can see the tabs across the top and we can very easily pull in all over relevant information in one place to take a look at how we were doing within a given process area or a given function and there's numerous ways to display it as you can see we have certain trend lines we have gauges we have the individual scorecards down below that we can take a look at and the lastly our messages messages are very simply a way to communicate about the metrics and about what the the scorecard is I should say are telling us so we can compile it Marquardt our favourites for cards we can make commentary not unlike live feed and service now and have kind of ongoing conversation about the scorecards and about what these scorecards are telling us so they look a little deeper within the scorecards this is a subset of the scorecards that are included within the performance analytics product we can see on the left that the name or the definition of the actual metrics such as percentage of incidents closed by first assigned group we get a miniature chart that shows our trending over time the actual values we can see that fifty one and a half percent of incidents were closed by the first assigned group and then we see where it's headed we have that an increase of 4.8% since the last reporting period so this is our list view of the individual scorecards and we can look at it this way or ultimately we'll probably roll many of these up into the dashboards but before we get there a little bit more on scorecards if I was to click into any one of the scorecards that you see here we get some additional data so you can see we have a more detailed trend actually see the you know the dates here and get a little more information than we could from the summarized review on the last screen and we can also see some additional information such as value indication and the target or a target level that we want to be at in the differential and personal showing this all and more detail than the actual product also included with the scorecards is this detail tab that you see here this defines really what the scorecard is and what it means so we have the name and then more importantly we have a description and the description will explain how the scorecard works what it's really measuring and the other nice feature that you can use the description for is to put in what I call action statements so when we when we package up or develop metrics you know for ourselves or one of our clients but we like to do is include a number of action statements with them so we don't only have the scorecard of the measurement but then we also have you know four or five bullet points or sentences or potentially even paragraphs that talk about if this metric is not doing well what are some of the things that we need to look at what are some of the actions that we can take to improve it on some of the metrics that's fairly obvious but on other metrics it's not necessarily obvious and it's nice to have a kind of a one book of actions that we can take to improve this metric or address it if it's the claim and then also for the the really data hungry we can see the actual formula behind this four card all these curds also have breakdowns so if we were to look at you know such as for card here is open incidents or incidents resolved by first line whatever the scorecard is we can quickly drill in and get into this data and see it go by group business serviced by state or priority however we want to slice that we can go ahead and break it down into those individual areas so here for example I can see open instance buying group I can easily flip that over and do instance by business service as well dashboards are in the collection again of our sport cards it's kind of our one-stop shop before looking at our data and we'll see some more examples of this but there are a number of nice ways you can summarize the data and easily see trending and pull the data together to see how our operations are handling lastly is messages i mentioned force is kind of similar to wide feed within ServiceNow but it's within messages that I can comment on a metric I could comment if the scorecard is valuable to me or not I could comment on a declining scorecard and kind of a call to action to talk about what we would want to do with it and Chris will show you a little bit more here last thing before I hand off to Chris to do the demo is talk a little bit about how we use this and how we've been able to provide value through this this product actually plays wonderfully and with some of the other value add services that we have one of which is called five title five till I tell is a rapid assessment and roadmap offering and we have where we will come into your organization understand why you're operating and most importantly we will deliver back a roadmap of improvements to follow over the next year two to three years but part of that offering is that we're very goal centric with it so coming we understand your goals we understand your pain points and then in addition to a roadmap of improvements we actually deliver matic a set of customized scorecards and KPIs and metrics that tie back to your goals and actual develop into dashboards so you can go to a dashboard for each goal that you have and very easily see how you're progressing towards that goal and how you're improving performance analytics really helps with that and it helps enable that allows us to visualize that data and visualize your progress towards those goals in a very easy format we've also mat everything that you're seeing here and about to see to our service management accelerator so that we can with the data model that we kind of put into the service management accelerator which is our pre-configured instance and implementation methodology we can very easily see take benefit of the data bottle up you have built into there so you can really focus on the core of your operations with that I will go ahead and hand over to Chris so that he can get into the actual demo okay thanks Mike for passing in my way before I go do the demo I'm going to talk about you know a little bit about how it integrates with your ServiceNow instance and how else you can put information into your mere 42 instance for the time being granted this is an ever-evolving process with ServiceNow acquiring their 42 but then for the time being the way that the data will be collected from your ServiceNow instance and put into your main 42 is through a wizard that will run off your desktop Windows or PC or Mac up machine so when you when you become a client and you you will receive XML files those XML files would put their wizard and it's a quick to injury step process that you go through to to collect your data takes about five to ten minutes depending on how much data you have could take a little bit longer also depending on if you want to grab historical data that kind of thing it's a simple walk through it starts with it you're just created a quick API for that and it runs like I said within five minutes if you if you do a quick one day scan and it could be a couple hours before we're talking about historical data there's other ways to also put data into your servers down in Linux you can you can upload an excel sheet so if you have them here for two instance and you have a need to import Excel sheets you can do that as well and then there's also the ability to manually add scores into the indicator or score crumbs okay I will not be showing with that I'll run a brief you know quick quick quick see on how to enter scores manually but we will not be going over the wizard today okay so for the demo I'm going to start in our for wishin instance you do what it looks like when it's hooked up into ServiceNow and we will go through you know what what the scorecards look like what I what can I do inside the service now how is it integrated and then we'll kind of jump over to the mayor 42 instance and show you kind of the other side and then I will finish up a little quick way of how to add scores into an indicator that way when you get a mere 42 demo instance where you want to go plan the demo and since you can see how those scores work okay so just like Mike showed on his slides when you log into service now you're able to actually integrate the ServiceNow performance analytics into your instance this requirement role so there's security around it or you can expose it however you see fit in your organization it's an update set that we install so I've installed our update set here and with that updates that we installed three modules in an application obviously the scorecards dashboards and messages is what we've gone over in our slides so I'm not gonna waste too much time on the definition and kind of show you more along the lines of the features and how that kind of plays into inside ServiceNow so within service now you have the scorecards you can click into and they will appear inside your iframe and you could look at everything just like you were able to like Mike showed on his slide Nick so we're able to look at details breakdowns any of the messages that are part of this of the chart and then we can switch charts just like in inside our mere 42 instance one nice feature of this is we can actually save and print straight from the screen if you click save as PDF that will allow you to save this this scorecard in to you on to your computer as a PDF and you can print straight from here in case you need to take that along with you to a meeting or away from your computer also there's a search capability so I'm going to open open incidents so we can see we can search for an opening and if I click on that you'll see that it's the search tool will find my open incidence indicator and if I click on this I've now brought open our indicator yet again now the one thing I want to kind of highlight here is smart lips this is the integration to the data within within your tool so if I click on this open incidence link you'll see that it opened up a new window where I now can see all the open incidents in the to it so just to kind of take the scorecard on one step further if you set up your smart links inside the tool and you integrate you can then also see the data behind the scorecard all right some things about an indicator so I'm going to go actually back tour from mere 42 instants so we can see the admin side of the mere 42 indicators so I'm going to find my same indicator that I found inside my instance open instance we're going to open that one up and we can see the nuts in the bolts of the of the indicator okay and as I open this you'll see this is the admin view we're able to put descriptions put tags on that so tags for the messages work just like hashtags and Twitter and social media where you're able to identify keyword searches that kind of thing where people can actually they don't know the name of the indicator they can create new tags for that and these hashtags will also appear in your messages you can identify contributors if you have a certain person that has contributed to that indicator you want it to show up on their scorecard or create a scorecard strictly for them you would assign an indicator one of these really need unique things as we can assign targets so that's kind of how we can see visually what the target we want to hit and on the scorecards you'll see the targets then show up as these green lines so you see some you know how well you're doing for those targets okay so I'm going to go back into my scorecard so foremost the score cards you'll have scores and you see this is all the data collected so you'll be able to see what the data is collected you know over the period of time if you have a score card that is a trend report so the number of clothes changes causing new incidents you'll actually have to really what's called a formula and the formulas are very easy within mere 42 you simply browse for an indicator so you browse for based indicator so close changes closing the incidents open incidents that kind of thing something that's going to return data for you to do a formula and as you select it they'll appear here in the formula and you can test the formula using basic math and once that formula is this set you save it and then you can double click into your indicator and when your formula returns something returns correctly you will see a graph so there's a bunch of different ways to create indicators rather than simply just give me all the open incidents cumulative closed incidents you can do these these trending reports out using formulas of those baseline indicators just to kind of go over the messages and it might touch over this you can see this is kind of like a Facebook Twitter feed where you can put the hashtag and write about that and it will save so if I say hey there and post it it will then show up here you can do the same thing inside ServiceNow okay so to kind of go over the dashboard I guess piece of this so the dashboards and ServiceNow can give you a one-stop shop of all your basic reporting the nice thing that mere forty two types of that next level is the ability to tab and the be able the ability to save to save those tabs and print off of those tabs or email those tabs to your to somebody else this is useful as you know if you need to put up a sheet for a cab or cab meeting or you know a problem manager meeting you set up these tabs and you can set up as many dashboard as you want so for each four ones we've set up here is most of the disciplines but basically you create your indicators and you'll put these indicators and trend charts on the dashboards and then put them in the tower organize them into tabs that you can have one place for all the data you need for your discipline is like I said you can save your to your computer prints or email to take with you if you need to take it off the system the messages so the messages inside the service now are no different than what you just saw me do with it with the scorecard as soon as they load you can post about anything do you see here is the available indicator tags that I talked about so if you wanted to talk about change management you would simply click on that and it will put it into your post and this is a good way for technicians to talk about things for your users to post questions for technicians that kind of thing now obviously since ServiceNow now has acquired mere 42 this is going to kind of bleed into social IT we do not know how yet that is down the road but I'm sure that it will be a flavor of this to the way with ServiceNow Brandon the last thing I want to show here and I know I'm bruising over this so obviously there'll be time for questions at the end I want to show you know how do we add it how do we add scores if we want to add to baseline indicators so I'm gonna go to close changes and find our close changes let's say I just want to create an indicator and I want to just add its course manually I don't have this I don't want this indicator to be integrated with ServiceNow see here it's slowly you also notice here on the right side while that's loading if you see a Sigma on the right side you will notice that that that's a indicator that is a formula if the indicator is not a formula you will see a scores like which is you will batma see here in a second if I can pull up this close changes indicator okay that's not cooperating let's try another one let's try open you so I'm having a problem with my internet access right now but the main the point is is you can manually add scores and adding numbers just like you will in an excel sheet there goes I finally have lost my internet connection I apologize the point is is that you can go on the mere 42 website and there's a demo sites you can try everything that you've just seen here - the data collection to a ServiceNow instance those of you that will become mere 42 customers you will you will notice that the update set will have an immigration it's an easy integration where you'll just simply add a code to a field and install an update set so the integration is very quick very seamless but I'm going to pass this back to to our host and he will be fielding questions from a remainder yeah thanks for that Chris this is Mike Henderson by the way with communications here over at fruition apologies for the internet outage here but I believe we were pretty Chris is pretty close to wrapping things up anyway so if you have any specific questions or follow-ups for Chris I'm sure you'd be more than happy to to accommodate Ian and help you out and do a quick kind of demo you and actually I'm just going to go ahead and switch back to my screen just so we can close this out actually it looks like everybody's again back a lot of time today so that is a good thing so in the meantime while I'm changing back to my screen I would appreciate it if or you know what appreciate it folks would send in some questions if you have any you mean one second here yeah thanks everybody for your patience so yeah here we go so here's a closeout slide so as I was saying earlier if you have any questions you know specific to the mere 42 technology or you know performance analytics with ServiceNow give us a holler if you can either send my Patrick or Chris a personal note or send us an email to TPP at for wishing partners that comm so I do want to say thanks again though to Patrick Chris and Mike for sharing their knowledge today but a special thanks to everybody out there today who joined in and participated so again once appreciated just so you know a recording and PDF of today's deck will be shared probably next week either Tuesday or Wednesday we have we have a long weekend holiday weekend which is something we're celebrating so enjoy that but look for a follow-up alas from us with you know recording PDF a little summary of what the presentation was about and then also our next webinar hi Mike yep sorry that's interrupt but I do see some questions coming in here I didn't not sure if you were going to go back and address them yep thanks for the heads up let's jump in take a look appreciate the heads up so yeah we do have a few questions thanks guys for actively participating so Mike in and Chris who are still with us on the fruition side I'm going to go ahead and read these out loud for you but also for the rest of the audience so you can hear what others are asking so one question and Mike and Chris feel free either of you to volunteer to take this what do i is the current ServiceNow customer set up the performance analytics module in our instance so I'm assuming that we're I guess where you set up the performance analytics module is so credible cuz it when you would you decide to install mere 42 in ServiceNow in the future it's going to be a plug in for the time being you receive an update set from the performance analytics team you will install that update set and you will receive a set of install struck instructions with a what's called a customer secret code when you installed it up they said it's going to actually put a module in your system security application where you put the Damier 42 instance URL and your your secret code and once you submitted that the integration will then take place and allow you to see your your scorecards and dashboards and messages inside that application that you've installed so it's very easy it's a four to five step process takes less than 10 minutes and it right now it's very seamless I'm sure one service now and the PA team have it I have a chance to kind of decide how they want to make this a ServiceNow product it even more seamless oh yeah Wow thanks again for the question if you still be some more details again feel free to follow up with Chris individually or Mike or any of us the good thing about those who webinar is it actually records and keeps track of all the incoming questions so we'll actually be sure to follow up with each of you individually after this too just to make sure your question was answered you know to its fullest so next question coming in regarding cost so is there an additional cost to obtain this or does it come with ServiceNow and you just kind of add it as a plug in either Micro Chris and and if we don't have an answer that right now that's fine we'll follow up with you separately and this question is coming from Ken so thank you currently currently there is extra cost of this how much and what it is you'll have to follow up with either for Wishon salesperson or a service nail salesperson but there is an additional cost currently for this we have a question coming from Rick Rick's asking when viewing chart or scorecard and can you quickly change parameters on the fly at the current moment the way it sits no so all this is SQL so when you when you when you set up your scorecards in your dashboards with your indicators you will have to actually use the wizard that you'll receive from PA or performance analytics team I'm sorry I'm using my mic my jargon there and you will have to actually adjust the SQL on the background is from what I've heard from the PA team that's probably gonna be a little more streamlined than before so you're not having to clear the database each time but for the time being you do have to write an SQL statement to create your baseline indicators now with that being said if you wanted to adjust a trend report with a formula you could do that on the fly so like I like the percentage of changes that were from an incident those you could adjust on the fly open incidents you would have to actually adjust SQL through the wizard scripts yeah we got a couple more coming in so again thanks everybody for for participating here so a question from Sergio and thanks for the question Sergio how do you pull in the information so I think that goes back to like that last integration slide you were talking about before you went to the demo so how to employ any information or don't you pull it in at all so basically there is a data collection piece that we did not show today simply because it takes too much time to - to do basically when you when you sign up for mere 42 or your performance analytics you'll receive a folder full of XML templates and a wizard to install those templates that you will then run a batch job to pull the data from ServiceNow and into your mere 42 instance that could take like I said five to three hours depending on you know if you want historical data or not three hours isn't just the ceiling it could it be even longer depending on how much data you're pulling but basically it's all done through a batch job once you set up your templates through the wizard that I heard some rumors we don't know if they're not confirmed nor do we know if they're true but that could be changing down the road they're giving a six day timeline before they even roll the Salva ServiceNow branding so I know they're the way the way you see it on the webinar today and the way we was that I'm talking about it for the next six days months that's how you would do it right thanks it looks like clients they had a follow-up question so if folks are interested in you know the mere 42 technology performance analytics that kind of technology they will need a separate mere 42 account as well yes so for the time being mere 42 as will have its own instance so you will when you sign up for mere 42 you get a mere 42 instance you'll have an account in your mere 42 instance and your ServiceNow instance again for the next six to eight months this is how they have it set up I we don't have any information as to how that will change but it's that you can as far as if you're asking do we need to hook up held up and all that that's that's pretty much all up in the air but yes you will need to have a a user name inside mere 42 to be able to see indicators inside ServiceNow and then yeah thanks again Kuan for the follow-up so we'll take one more question here for those questions that we didn't get to or we didn't answer fully we'll be sure to follow up with you separately so thanks again so one more question real quick from Gilbert Gilbert askin did I hear correctly that it can be configured so that non-enrolled service ID users can create reports if so is there a risk of the report slowing performance so the answer the second part of that question is there a risk of reports of slowing performance no because currently you are having you're pulling that data from the mere 42 instance not your own there is the possibility there's actually unless you put all of your end-users inside your mere 42 instance they cannot create indicators they can just view them or reports if you will so when I said that you can allow end users to view them it was just simply that application and module where they can click on them and and you know view the stats and and all those stuff behind it as far as you you know what data it comes from they are not able to edit they're not able to create that's all an admin function or a contributor function inside mere 42 so think of contributor that would equal your ISIL user inside ServiceNow and you cannot one thing it currently is it's very you have to have access to the wizard Eve and create an indicator because you have to write the SQL statement so right now it's at it's at a level of knowledge of SQL however with that being said that down the road 68 months timeline could be changing great thanks for it yeah again thanks everybody else so expect as I was saying earlier expect a follow-up lab sometime early next week with copy the decks and reporting and again any questions we'll follow up with you individually if we didn't get to it today but feel free to be proactive reach out to us send a note to an email address up on the screen and then again our next webinar scheduled for September 12 and it's entitled map your IP future with vitalize hill and just a little summary of what by still ISIL is it's pretty much we're basically going to cover the importance of you know create a roadmap to I guess prioritize and improve your service management investment so should be a very high value webinar actually like the post is going to be talking through that and you've heard a little bit from him today so you'll be in good company so thank you again and enjoy your Labor Day weekend everybody and we look forward to seeing at the next webinar take care nice thank you