[Music] oh hello my name is rick wright and i'm the vice president of customer outcomes at servicenow before joining servicenow in 2018 i spent 20 years in management consulting at kpmg delivering digital transformation programs across the middle and back office today i am honored to lead the team that delivers success and expert services at servicenow helping our customers achieve exceptional business outcomes with the servicenow platform and i am looking forward to spending some time today with you to discuss how servicenow customer success can help you drive success and value across your digital transformation journey so how do we at servicenow define customer success we use eight straightforward words prescriptive guidance to achieve your desired business outcomes simple straightforward and powerful our focus is helping you quickly understand what great looks like and then developing a plan we can execute together with confidence to drive your business imperatives and help you realize your desired business outcomes since the start of servicenow we have had the great fortune of working side by side with thousands of organizations on their successful transformations through this experience we've gathered insights on what works and what doesn't work when transforming with servicenow we've harnessed these insights and developed a highly repeatable proven approach to successful digital transformations we call it the now value methodology now value methodology is our foundation of prescriptive guidance bringing great vision and execution together into one now value identifies leading practices tools processes and capabilities that accelerate value when leveraging servicenow through the four value phases of the methodology envision value create value validate success and champion success will help guide your digital transformation from start to finish to support your successful transformation with servicenow we have built our customer success programs following the now value methodology our success program offers two forms of guidance our success on demand content and tools to guide your decisions throughout your entire journey and our success services providing an additional level of expertise and guidance to help you achieve exceptional outcomes and accelerate time to value now let's look at each of these areas in more detail our success on-demand resources offer anytime anywhere digital access to leading practices training communities and easily accessible answers to your questions we recently redesigned our customer success center to curate the best content across all phases of the now value methodology making it easier for you to find and use the resources you need we have also added new tools like now learning our online catalog of great training content to build the skills and knowledge your team needs to ensure enduring success and now create our step-by-step leading practice platform for implementing our servicenow products i encourage you to visit the customer success center to experience how our on-demand resources can be leveraged across your transformation program our success services recognize that each of our customers digital transformation programs look slightly different and some of our customers want to partner with servicenow experts to solve their transformation challenges or discover how to take advantage of new opportunities in leveraging the now platform our flexible tailorable success services includes advisory services our elevated product support services and our world-class training programs along with expert services for implementation so let's look at a customer success advisory services in more detail i'd like to introduce you to our success architects platform architects and support account managers who'll work in partnership to provide expert advice on your digital transformation journey developing and executing the right digital vision strategy and success plan is a key challenge that all of our customers face our success architects are experienced digital transformation advisors driving success and accelerating value through strategy and road mapping implementation planning design reviews program governance value management and more helping you identify the right technical solutions for your business is also a critical part of a successful transformation our platform architects have deep platform experience and work closely with our customers enterprise architects to translate business outcomes and digital requirements into architectural blueprints and technical plans focusing on enduring success and optimum platform performance over time and acting as your single point of contact for maintaining a strong platform that's ready for growth our support account manager optimizes platform health including proactively managing issues coordinating upgrades and monitoring overall platform performance one of our customers expressed the value of these roles as follows often you need to make key decisions in your program and when you know the success team has your back and dares to challenge you providing you with honest feedback that proves to be very invaluable i think that captures the essence of our success team very well our success team is prepared to provide expert guidance across seven areas of focus that have proven to be essential in achieving long-term success and value creation using now value is the foundation we have built success plays templates tools and more to help our customers execute against each of these areas for example our experts can start the beginning of your project helping you think through your transformation program including roadmap and use cases where servicenow can best be leveraged we can help you put in place and drive the right technical and program governance models to effectively manage key decisions throughout the project and ensure long-term success and we come full circle as well when you started your journey you developed a business case and committed to certain business objectives once you're in production and driving adoption our success architects can help you measure and exploit the value that has been achieved through the program validating the original business case i'm actually reminded of a customer where we had a success architect orchestrate a program to assess the value of the servicenow project to the customer's business by working closely with servicenow's value management experts we help the customer identify tens of millions of dollars of costs that were taken out of the business and they also uncovered new opportunities for additional cost reductions in the future this value management work helped to accelerate this company's transformation program and drove new value toward the customer's true business imperatives i hope this overview provided a good idea of the guidance our team can provide but what's the next step how do you take advantage of all these customer success programs in your digital transformation i invite you to explore the customer success capabilities and our customer success packages to learn more about how we can support you in achieving your desired business outcomes leveraging the servicenow platform your account team including your services executive can help you explore our service offerings in more detail and see which options may be the right fit for your organization while i address training and certification a number of times in this discussion today i can't emphasize enough that building the right servicenow skills and knowledge within your team is essential to achieving long-term enduring transformation success