marketing manager with servicenow and i'll be hosting the webinar today and joining me are two of our best and brightest solution consultants michael heffgen who is an itbm advisory solution consultant and jeremy khan a senior digital solution consultant for itbm and mike and jeremy are both it business management subject matter so it's almost like just get a couple more i want to introduce what we're talking about um so together they're going to be discussing and demo and demonstrating demand management as a single front door and that single source of truth for any kind of demand coming in at the beginning of the project life cycle and then following the demo we'll provide you with a list of demand management resources in fact i'll post them in the chat window um in the meantime and we'll also talk about them at the end and then we'll wrap up with a few minutes for q a okay mike i'm going to turn it over to you now yeah sorry about that deborah i got all excited i saw something in the chat like clicked in the wrong place and it advanced the slide no problem no welcome everyone i'm mike hopkins so here i'm one of your co-presenters along with jeremy i'm going to give a quick little overview first about it business management and then we'll you know specifically how it relates to into demand management then jeremy will actually show you a demonstration of it so i t business management a lot of what we do is help you do planning and it really doesn't have to be planning for the i.t department although that's where we're very good at it we can also do planning for the enterprise as well we give you a place in servicenow to put the organizational strategies you can have corporate strategies you can break down those corporate strategies into business unit strategies you can have goals and capabilities and we can connect the work you're doing to those strategies and that's what we we're part of what we call alignment and that alignment of that work that work could be a portfolio of work it could be a product you're making you're making available to the customers it can be a service you're providing uh it could be just internal to your own organization you're providing something that maybe the finance department needs uh in the way of their software that they work with could be an application whatever that work might be we give you a place to align that work to the strategy you want to make sure what you're working on is something that's going to provide some value to the company and want to give you that capability to do that execution once you figure out what you're going to work on servicenow is one of the few as a matter of fact i as far as i know we're the only one that gives you the capability to do waterfall project management agile project management scaled agile framework as well as a hybrid of both project and agile you know waterfall and agile together so we can give you different kinds of execution models now part of that includes of course the capacity planning typically resource planning and where the demand management comes in here demands could be coming from ideas and ideas can be converted into demands and they can be put directly into the execution mode if you may need to fast track something because you know maybe market changes you need to make some quick adjustments so you can create a project directly and get it started you don't have to go through a big process but that kind of gives you ideas can come from employees it can come from your customers idea managers demand managers a lot of different places those ideas can come from so this is kind of the big picture now if we drill down a little bit further uh we get to you know essentially the project life cycle and for today's discussion we're going to stick to the the left hand side of this from demands to the left for this discussion so what we're going to do is talk about the capability having intake so you can actually have intake or ideas innovation whatever you might want to call it and those ideas can come from lots of different places we just have a few listed here it could come from sales opportunities maybe you've got connections to maybe something like salesforce you've got some new products and services you want to do could be your customers requests matter of fact those of you who have learned about this session through the servicenow community also on the servicenow community is an idea site we use the same innovation portal that you as a customer can use in your organization but we make it customer facing you our customers can provide us ideas on what you would like to see in the next release of the product or some feature changes and of course you can get information from your own employees so lots of different ways you can get intake into the innovation portal and that's your first gate process you can actually use that method to figure out hey we have all these different ideas you can assign the ideas to your subject matter experts in your organization and actually ask them to say hey is this something worth investing more time and money and should we you know pencil out you know the business case for that particular idea if and if that idea gets approved it can become a demand so you can see here we've got that connection to between these two demands and the projects so and then if you build out the demand this is where you say okay that looked like a good idea but we need some more details we want to know how much money it's going to cost how many people is it going to take how long will it take us to get this accomplished but even more importantly how is it aligned to the strategies and the goals of the organization you always want to make sure that the work you're you're planning is something that's going to be beneficial to the company now this diagram is just an example you don't have to follow this per se exactly like this you could have some ideas that are so good that you just take them and go directly to a project you could skip the demand step or maybe someone uh you know planning strategy you can basically have a demand directly related to the strategy you don't need to go through ideas so there's a lot of different ways to do it this is showing one example as you probably know if you're here servicenow is highly configurable and powerful in that way you can configure the system and the workflow to work the way you as a company does things so that is kind of a quick overview and jeremy's going to take you through the innovation management portal and talk about a little bit about demands so with that i'm going to hand it over to jeremy awesome thanks mike um so i'm going to go ahead and share my screen here okay i'm just making sure that everyone can see my screen okay okay so just hopping in into our servicenow environment i'm currently logged into the system and the first thing that i'm seeing here is my service portal my front facing service portal now mike showed earlier in the diagram that there are multitude of ways that we're able to facilitate that sort of demand and take that project intake process and one of the ways that we facilitate that is through our service portal now we can see that in the middle section here we have the opportunity to create a new demand now this would generate a demand record to be able to kick off and bypass that ideation process so again mike mentioned that we're able to create ad hoc demands without having to go through the standardized idea process however within the demand form itself you'll also be able to see a lot of different details based on the form configuration itself you can capture a lot of different levels of information you can specify a name type of request that we're specifically drilling into the specific business area or strategic alignment that we have for the specific demand so going back to what mike mentioned earlier we have that strategic alignment for the strategies and the goals that this demand relates to we can also see within the demand form itself other levels of information are captured like a t-shirt size scoring a estimated cost and expected financial benefit but really what the demand is there for is to justify the business case to establish a business case for what is to come after the demand is promoted into a project or an enhancement or some other entity type and we can see here that again this these forms that we're seeing on the request and later on in the back end system are highly configurable we can modify the workflow to fit the needs of your business now alternatively to the demand form we're also able to navigate to something more tailored a portal dedicated to innovation this is our innovation management portal also known as our idea portal dedicated to the facilitation of ideas and we can see here that upon entering the portal we can see other ideas within the organization that have been built out by other members other users within the enterprise um i can see and score based on whether or not i believe as an individual this idea is a valid idea or not i can provide feedback understand and understand what the idea is going through in terms of its overall life cycle phase for all of the ideas within the portal view i'm also able to drill down further and understand where the ideas are so i can filter out for the specific ideas that i want to look for now if i were to create an idea from the portal view as an end user i can contribute to the business through the the innovation portal i'm able to go ahead and create an idea let's just call it a sample idea for for the webinar and we'll just say that the category here is a process improvement initiative and we'll leave the description blank for the sake of the argument and we'll simply create the idea from there now we can see that the form that we were looking at earlier the idea form is relatively simple and that's because we keep ideation relatively simple out of the box we don't want to over complicate things because it's an initial idea but ideas can be as complicated or as complex as you make it again the forms are highly configurable you can add in more fields to the form as your organization requires but we keep things relatively simple out of the box and upon submitting that initial idea i'm greeted with a receipt like view that provides me with some context as the end user who submitted that idea i can garner some understanding of what this idea entails who has gone ahead and voted on that initial idea any comments that have been applied what category that we're um we're focusing on with this specific idea subscribe as i quickly unsubscribe and also open the idea in the platform which is what we'll be able to do in that section here now i'm going to switch gears here and now that all the initial intake has been done so before before we jump into the next view here what we've covered so far is really the intake process there's a multitude of ways that you're able to intake an idea a demand it can be through an external system like a crm system another sales system you can do it through a service portal like we saw previously but really all the ideas and the demands that are ingested into the system ultimately end up in the same location and we can see here through the lens of paul martin our project manager for today and he's going to be acting paul is going to be acting as our project manager who manages the idea pipeline now the first thing that i see here is my demand manager dashboard within dashboards and servicenow we have the flexibility to be able to manage our custom and dynamic reports that we can see here on the screen here so i can create reports such as newly submitted ideas the number of demands out there within the business i'm also able to see other dynamic reporting such as demand submitted not action by state the overall demand intake trend there's a lot of flexible reporting within our reporting engine within the servicenow platform but more specifically around the ideas and the demands we're also able to apply a platform feature called visual task boards to the overall idea pipeline so taking a look at the overall ideas within our pipeline through the perspective of a kanban or a visual task board and this is a platform feature meaning we can apply it to multiple concepts multiple tables within servicenow in this specific scenario however we've embedded a visual task board for the idea pipeline within our demand manager dashboard and we're able to manage the idea pipeline through the simplified kanban view and be able to visualize all the different records and ideas based on multiple swim lanes and if i may interject a little here jeremy there's also available to you as our customers on the servicenow store there is an idea dashboard that you can use but you have to have performance analytics available to you but it makes use of the out-of-the-box attributes for ideas and it gives you a lot of information to manage the ideas uh overall in addition to what jeremy's showing you it's another dashboard available specifically to ideas yep thanks for that mike and within the the idea record that we're looking at here we can also see that the idea record differs from what we saw previously with that more simplified initial view and this is because within the the idea itself when we're converting that idea and creating a branch task from the initial idea we want to go ahead and prioritize make sure that we're creating the appropriate task based on the initial idea so we can see here that the idea form itself captures information such as the priority the urgency any business applications that this may be tied to but we're also able to see if we scroll down further here there's also a business case and an idea description any risk information a lot of information that would be captured in a typical demand in a typical project because we don't know what this idea may be converted into if we go ahead and select the convert the create task ui action here we can see that we're able to convert this idea into a branch entity type we can convert it into a demand a project a customer project if you're working in an agile environment you can convert it into an epic a story or even a scaled agile component so we have flexibility in terms of what we convert this idea into later down the line because an idea serves the purpose of being flexible making sure that we're we're appropriately marking this task for conversion later down the line and we can see that if we go back into our overview here and drill into the newly submitted ideas report we can see the initial idea that we created the sample idea for the webinar we can drill into that initial idea record and we're exposing that same similar record that we saw earlier and we see a lot of the fields that we were able to understand some information from such as the assignee any collaborators and the impact state or priority analysis and really what we're doing here is providing the context for the overall task that we want to create and we can do so in the conversion here and we saw prior previously there's a drop down menu in which we can convert an idea into a demand into a project into multiple different entity types but for the purposes of this demonstration we'll just say that we want to convert this initial idea into a demand and i'll go ahead and drill into that demand that we've gone ahead and created and now that i'm looking at the demand record here so i can see that i've created a demand from the initial idea that we were looking at prior to this and that linkage has been formed because everything in the platform is relational we have everything sitting on top of our common service data model we we have the ability to maintain relationships between the records that we're creating here and within the form itself just to highlight a couple of fields to the form we can see the out-of-the-box workflow for this specific demand it captures a submission a screening qualification an approval and a completion stage and we can see that this workflow of course it can be modified but this workflow follows a multi-step process to conversion into the project either a project an enhancement or defect and this categorization is dictated by the category that you select is this a strategic or an operational demand if it's strategic well then the type can be an enhancement it can be an epic or story or it could be a safe conversion or maybe there's no conversion for the specific demand or maybe this demand is something more operational we can also categorize as such so this would be converted into a change a defect or again maybe this has no conversion or no pathway to follow for this specific demand because what happens oftentimes for many of our customers is that they have these demands that typically die in flight so you you're working on the things that matter most to the organizations and applying the appropriate conversions to those that don't necessarily have value to the organization now just highlighting a couple of more fields to perform here earlier mike was mentioning how we're able to align strategies and goals to the work that we're doing and we can we can expose that within the demand form itself we can see strategies as well as goals that we can apply to the actual demand record so if i unlock the strategy section here and drill down further and take a look for some of the strat strategic objectives within the business for example maybe we can apply a grow the business strategic initiative to this demand similarly we can also apply goals we can apply as many strategies and goals to the specific demand record itself but really what we're doing within the demand the man stage uh within our overall process is building and establishing a business case we're making sure that we're this demand is built out before we convert it into an enhancement or project request because we want to provide that context so those projects or those enhancements don't die in flight and we can see here that the demand spans a lot of information if i scroll to the bottom here we're also able to roll up demands into hierarchy such as portfolios and programs and we can see other information as well as the priority the business the department that we're rolling up to the business unit very standard fields to the forum as part of a overall demand evaluation process and on the topic of evaluation we also want to grant users with the ability of evaluating this demand being able to assess the demand for its overall validity and we can loop in stakeholder involvement we can see here that stakeholders is also a field that we're able to apply to the demand form itself and they're able to come into this demand form and evaluate the demand based on risk based on value urgency even a t-shirt size or an overall scoring we're also able to loop in an external assessment so if we want to go ahead and send our users our key stakeholders an assessment we're also able to do that as well and coming to the bottom section here within the related list section we have we the information spans a laundry list of critical information such as your requirements your your raid your redac your risks issues dishes decisions actions and change requests there's resource plans cost plans benefit plans there's a lot of information that really aligns to the strategic initiatives of the business making sure that this demand is valid before we promote it into again the project or the enhancement request but as we continue with this overall demand evaluation process and we we submit this we we reach that screening phase we qualify it well now we want to go ahead and understand well how does this demand compare to other demands within the business often many customers will be faced with a many demands within their current environment so how do we prioritize all the demands out there within the business and we can do so with we can do this prioritization within another module within the servicenow platform called the demand workbench and we can see here that this demand workbench offers you a singular single pane of glass to be able to evaluate demands within your environment based on risk and value the assessment metrics that we were looking at earlier and we can see all the demands based on a simple query provided in the middle section here so we're looking at current state we're looking at qualified demands within our environment so all of the qualified demands within our environment we're able to understand how they stack in terms of risk value and size so for example if i'm looking at this specific demand the score applications for rationalization demand we can understand that it's relatively low risk but high value and high size so this may be a great candidate to go ahead and convert into a change or for example even a project so we can convert items into projects into changes into enhancements and but alternatively if we have something that's relatively high risk low value and high size we can go back into the demand record and understand whether or not this demand is valid for the business to take on where are the gaps in this demands process and evaluation that make it such high high risk and low value so we can go ahead and drill into that demand record and go ahead and re-prioritize the actual demand itself maybe it doesn't have any sort of key strategic initiative that it's aligned to maybe it doesn't have a specific goal well for this specific demand there's no justified business case so maybe we need to go ahead and evaluate it once again for its business case and validity but as it relates to the overall demand itself and the overall demand evaluation process this is a critical component in prioritizing all the demands that you have within the business as you continue on with your overall project life cycle jeremy i'm sorry to interrupt again just a quick time check we've got five minutes left yep okay all right awesome and this is sort of the last component that we wanted to highlight as it related to demand um and the last portion that we want to see here um assuming that we we just need a minute for this portion but um the the last section here is really around the roadmap planning and this is a new feature that's coming out that has come out in our servicenow store environment and this is a ui for high level planning so this would allow personas like portfolio managers business application managers this is our roadmap planning application and really what we're able to do here just to keep things short and sweet we're able to visualize projects epics demands on the timeline and be able to map out an overall road map you can create road maps by querying projects epics programs and any other planned tasks and you're able to create work items right on the work map on the roadmap and really drag and drop the roadmap items to really resequence the work as you'd like within this single pane of glass and with that in mind that concludes the demonstration for for the overall picture of demand intake all the way to the inception of project road mapping so i'll leave it back uh i'll kick it back to mike thank you jeremy and uh we'll go back to the slides and we'll let deborah kind of wind things up for us thank you michael and thanks jeremy for that great presentation and demo it was really um great looking at how we manage all types of both strategic and operational demands that roadmap planning that's a new feature that we're delivering with our quebec release and it's pretty exciting of course you can manage all different types of of roadmap items on that too any kind of plan task as a matter of fact so in our last few minutes i just wanted to point out our resource list i also posted these in the chat window so you can access the links there as well and it simply includes an overview of our servicenow demand management solution our demand management white paper and there are two videos on the benefits of server sound demand management as well as centralized demand management next slide michael sure thank you and just as a reminder we host it business management webinars on the last thursday of every month you can register for upcoming webinars and view on-demand recordings of our past webinars including this one in the it business management forum at community.servicenow.com or by copying this tiny url i can grab that in a second too and paste it into your browser and we encourage you please do subscribe to the servicenow itbm community and please register for our next webinar which is thursday march 25th which will be an itbm quebec release overview um and so we'll turn now i don't know if there are any additional questions we've got a couple more minutes but i'll just keep it open in case we have some additional questions mike um jeremy i don't know if you wanted to comment on anything yeah i saw one question well actually a few but one question was specific on what we were showing what version and jeremy if i'm not mistaken you were showing uh paris today but everything that he showed today with the exception of the roadmap capability is available on even older so if you have new york or orlando demand management is available to you some parts of the idea innovation portal you'll need at least orlando if i'm not mistaken so i think for the most part everything that we've shown is available to some of the older versions i do see another question how can you evaluate whether demands can be promoted while looking at in-flight projects as well and i'll take one step and i'll let you add on to it so certainly in our demand management um in the demand workbench you can look at um demands and um evaluate them based on a variety of criteria risk value um look at them by strategy and then simply either right click or drill into the demand form and promote it to whether it's a project or an enhancement depending on the type of of demand it is yeah and i would add on to that one of the diagrams that i showed early on was the life cycle and this particular webinar was focused on intake and demand management the next step is actually where you can compare some of your current demands to in-flight projects and that would be portfolio management so i personally would use portfolio management and scenario planning to take the next step okay here's what we're working on today the in-flight projects and what other things can we add to that with the constraints of how many people we have and how much money we have available and you can set some targets and you can kind of get a perspective on what you can or cannot do and you can create scenarios and compare them there awesome so we're right at the half hour and i'm not sure that there any more questions but i think that's about it for today and i'd really like to thank you mike and jeremy and thank everyone else for attending that's all the time we have so we hope to see you at our next webinar thanks everyone