[Music] [Applause] [Music] okay hi everybody my name is caitlin frank and welcome to this week's friday fast 15. this is our weekly segment where we spend 15 quick minutes diving into the topic of the week with a subject matter expert so this week we have ashley haglin she's a product owner for our manage now offering hi ashley hello um thanks for joining us this week so uh let's dive right in first question for you um tell us a little bit about manage now why did we create the offering originally yeah so it was really designed around the care and feeding of your servicenow instance so the ongoing maintenance is just as much a part of servicenow's success as the implementation itself so we wanted a way to easily help our customers maintain and expand upon the platform over time okay so but how does it work yeah so it helps companies budget for work throughout the year so at the beginning of the year you know you set aside a specific budget you might not know everything you need to do throughout the year at that point but then as you need assistance or projects come up you can engage with our team through manage now to quickly help you complete that work okay so it's almost like a more formal way of earmarking or budgeting um for your it needs over the year absolutely so does that mean you can get going on projects faster yeah so that really depends on what your contract or your legal review process looks like but you could easily save one to two weeks by having these funds already available the way we scope our projects that doesn't change whether you're using manage now or other methods but you have a streamlined approval process here to access the funds that you've already dealt with all the approval processes on your side for so this is especially key when you just need some guidance or help with smaller tasks even you can get that work approved and turned around in days okay very cool um but speaking of approvals how does how does the approval process work and who's all involved yeah so we set up a number of users with access to our portal there are generally a few process owners some cases you might have it processes and customer customer support processes but there's always the dedicated platform owner that really owns your service servicenow instance or your overall process there might be small administrative tasks or questions and we do have automatic approvals for those but for larger requests or project work depending on the effort you'll go through a standard qualification or scoping process so we can provide an estimate of you know how long will the work take and what are the outcomes that you're going to get and then we have a few different approval options you can have a single approval you could have a tier 2 approval we also have the ability to set up delegates as well for approvers oh very cool um so that that's approvals that's great um what what are some things that teams might spend their manage now funds on so right now some of our featured demands in the portal include upgrade assistance so orlando was just released so getting on to the latest platform version of the platform we have a pa starter pack so if not all customers own the full pa package but there is a complimentary version available to everyone so kind of getting familiar with the power of that tool and looking at your incident trending reports um we have an agent workspace starter pack that kind of gets you the new more modern interface set up for your workers or your agents to help them manage their work we also have all of our smart launch offerings in there as well some of our more popular ones right now just with everything going on is hardware and asset hardware asset and software asset management okay so outside of the sort of quick fix bid offerings can you submit a demand for any other kind of project absolutely anything within the servicenow platform that you need you can submit a request for and we can help you whether it's from an administrative perspective an advisory perspective a technical perspective um some of the more common things that we see is enhancing and further further automating your existing processes whether it's change management or building out catalog items right now with everything going on we've been building out a lot of catalog items specific to items of getting people headsets faster more peripherals access to things like go to a meeting to manage their work remotely um we also get a lot of requests where you just have some questions and need some guidance within the platform you know make sure you're following the best practice standards or where they just need suggestions on how to best utilize the platform to manage some of their internal or even customer facing processes uh but also integration work that's been huge lately helping our customers integrate with other systems to truly centralize their data and their processes on the platform wow so really the sky's the limit you can just put in an idea that you have and somebody will address it and follow up and get it going absolutely help you guide you down the right path excellent um well hey i know that um shutterfly is actually a customer of ours they use our manage now offering there's actually a video released recently of their cio michael robinson um chatting with our ceo chris howard um but in that video he said michael said that they like to use our resources via manage now to supplement their own internal service now team because they're still working on building out their team um going forward but it enables them to um to sort of get some of those projects done you know while they're still building the team so is that is that a common use case yeah absolutely we have developers at all levels with specialties accross the board so many of our customers will use it to get facts fast access to you know whatever skill set they need in that moment without having to go through the whole process of recruiting and vetting and hiring someone full-time to their staff okay wow that's great so can manage now only be used for projects related to servicenow or are there other things we can get done through it so no you can use manage now funds for both servicenow and microsoft services so in addition to our service now team we have a microsoft consulting team as well and a lot of our customers need assistance with microsoft office 365 intune sccm and even training so with everybody being remote right now you know how do you use microsoft teams how do you use onedrive and different features like that so we even have a new feature demand highlighting our microsoft office 365 crash course workshop wow okay so it sounds like manage now is really kind of a one-stop shop for enabling a remote workforce or any kind of workforce but especially right now you know the focus is on um how to keep your business going and working and and you know improving your workflows um in this new normal that we're in so is there anything else you think we should know about manage now um with these days we've seen a lot of companies start to really ramp up their digital transformation and manage now is just a great segue in access to all of our very knowledgeable consultants in these different areas and really there to help support our customers in in all kind of realms of that so okay we look forward to looking at them excellent yes too so um well thank you so much ashley this has been great um i'm super excited to dig in and learn a little bit more about manage now after we hang up here um but with that have a great weekend and we'll talk to you soon same to you thanks all right thanks