[Music] we've been at community for about two years now and brought in the servicenow platform we convinced our cio that this is the best thing that we need to do for our organization to put structure in place so we met with servicenow asked nick who is the best partner that they have because we wanted to make sure we had the right person helping us with this implementation because it was going to be a big implementation and nick recommended cross views we met with samson felt like that was a good fit and from there we worked with samson develop our roadmap [Music] if it was able to bring visibility to our teams to understand itel and structure coming into the organization what we found out is they didn't have a lot of best practices the ticketing tool that they had in place was not being utilized to its capabilities and really didn't have all the features that are needed to ensure that we have a successful ticketing solution for our organization and so this was really an opportunity to take our team really our services team and see the benefits of having a true structure in place and what it's going to bring to our organization and so they're very excited about this new product [Music] it was a very fast-paced experience but i can tell to folks is make sure you do your pre-work and your homework go to the training make sure you clearly understand uh the expectations for your next it's a five-week engagement so you're expected to do meetings and deliverables and stay on target for that the good thing about it it gives you the big visibility for the big picture of itsm and what it offers as i mentioned we didn't have a very good ticketing system they only use change and they use change for everything incidents change requests they didn't vary they didn't have a very robust change management solution and so you know this is just really to get us off the ground and take a look at change incidents the knowledge base the cmdb the uh the catalog came in and asked you know what were your applications what are they they had no clue they'd have the visibility there and it's just really going to allow us to give us the structure we need for this organization and deliver the best customer service that we can the other benefit for the smart launch is the capabilities of getting your hands on it immediately if you've ever done agile you know it's a release approach so you're breaking up in chunks of bringing your product online and so this was at our team's hands uh after the five weeks so that they understood how it works get a better understanding of the tool and then continue to develop our roadmap our prioritization of the work that's needed so we can successfully implement the solution again it's the opportunity to get the product at your fingertips quickly it gives you the visibility to look at all the modules and have a clear understanding of how each of them work how you want to align your teams to support each one of those recommend out of the box functionality makes it easier don't change the system change your change your processes to support it it makes life easier [Music] the biggest benefit is automation and structure and consistency of doing processes you're not all over the place of onboarding that's one of our biggest things right now is onboarding it's one of the big reasons why we're looking at implementing service now is because we are bringing on over 400 people into our organization in one month it will be over 125 that were onboarding and today the inconsistency of onboarding not always getting their access right not only having their applications that they should have it just wasn't fair and with this it gives us the structure that we need it streamlines our process and again just ensures our consistency and customer satisfaction across the board [Music] we've been working with mark and sampson for over a year to help us build our roadmap for servicenow they've been tremendous help in determining the best solutions for our organization they've been patient with us they've done many demonstrations with us detailed conversations to ensure that we have a good plan in place honestly just just uh their patience with us in in helping us come up with that roadmap it wasn't easy we're taking a big big approach in this uh implementing the itsm module the itbm module for our project management portfolio management implementing financials and the discovery it's a big implementation for us but it's one that we need to help streamline our processes i mentioned that we did not have best practices in our organization this will get us there they've done it step by step with us and of course they're going to help us with our future initiatives and come up with how we can continue with increasing and improving our servicenow implementation [Music] you