worldwide companies are focused on delivering great customer and employee experiences and behind every great experience is a great workflow as enterprises continue on their digital transformation journeys there's a tremendous need to adapt and implement tools that will help connect their distributed departments according to idc enterprises should continue to look for ways to embed more practical ai into their operations which will not only help them drive better efficiencies across the enterprise but also meet the ever increasing needs of their end customers hello and welcome to this audio webcast titled transforming at the speed of change with a one workflow platform strategy brought to you by servicenow idc and idg my name is tom schmidt digital content director at idg's strategic marketing services and i'll be the host of today's webcast joining me is martin barclay product marketing director for the now platform at servicenow martin leads product marketing and sales enablement for now platform process automation products and he's been at servicenow since 2015 where he's also led product marketing for the servicenow store isv ecosystem and developer program hello martin hey tom great to be here also joining me is patrick beauchemin patrick is an architect in the i.t transformations practice at servicenow previously he was the servicenow platform owner and leader for a large health insurance company welcome patrick thanks tom great to be here and from idc we're joined by steven elliott program vice president for management software and devops at idc steven advises senior i.t business and investment executives globally in the creation of strategies and operational tactics that drive the execution of digital transformation and business growth hello steven hi tom great to be here before we get started a couple of housekeeping items you can find lots more information and assets from the sponsor of today's topic in the resources section of your player so stephen you're going to kick things off by telling us what idc is seeing in the market with respect to accelerating transformation and what successful teams are doing to optimize outcomes then we're going to hear from martin and patrick about some exciting developments at servicenow and they're also going to be sharing some demos with it so stephen over to you great thank you tom yeah it's great to be here you know obviously we're in just tremendous situation with cobia 19 and and the it economics situation and we've talked to a lot of enterprise i.t organizations around what they're doing with regards to platform adoption and what you'll see here during this next 10 or 15 minutes is really an in-depth point of view around a lot of the the customer examples and practices that we've seen as customers development executives platform owners cios and infrastructure and ops teams really think about this notion of platform integration and obviously kobit 19 has brought tremendous cost opportunities containment cost reduction as well as the need to balance growth with your platforms so what we're going to talk about are how executives have really thought through and are thinking through this this idea of platform consolidation how they're thinking about the role of platform standardization and the types of practices and dynamics that they're implementing to drive the business outcomes so as we dig into this you can really look at the opportunities to drive a lot of outcomes in terms of complexity rate of change of scale a lot of executives have gone through this idea of thinking about modernization with with traditional and modern application architectures and of course we found that 93 of organizations are already in utilizing multi-cloud tremendous complexity tremendous pressure unicode 19 and tremendous opportunities for development executives and their teams to think about how they can utilize platforms how they can think about the notion of standardization and what that means in terms of business outcomes we do know historically that standardization is one of the fastest ways to increase return on investment we also know that during the past two economic recessions we have seen it leadership teams really take advantage of working with their business partners to improve the customer experience to drive more product innovation and to really think through how they can automate dynamic workflows and processes and drive tool and platform integration that can accelerate business outcomes in addition we have seen executives consider this idea of rising complexity but also dealing with how they can drive and reduce costs and create business partnerships trusted business partnerships by taking advantage of the economic environment we're in a lot of these executives think through the value of their platform with regards to driving and containing operating expense reducing operating expense and specifically doing more with less with their existing staff and driving time to market we do know that executive conversations we've had around this also transcend the organizational and skills requirements that they have it gives them an opportunity to drive the organizational models that they might have been pushing forward they also are able to drive more trusted business partnerships by having impactful conversations that are defined around the business outcomes they're expected that are defined around how they can help business stakeholders achieve the objectives while they're under duress and of course drive more of the strategy so there's no doubt that the development executives platform owners are really in the poll position they have tremendous leadership opportunities to drive not only the business outcomes but also to really think about how does consolidation how does standardization on particular platforms enable faster business outcomes now as we move forward we're seeing tremendous opportunities as these platforms look at automating workflows now across every business discipline every business function there are workflows and traditionally very fragmented very manual very expensive whether you're talking about close of quarter for a finance team whether you're talking about onboarding of new employees talking about improving customer service and customer experience maybe reducing customer return of course development teams are really focused on deployment frequency and product innovation we're seeing infrastructure and operations teams deal with rising complexity of multi-cloud and of course audit and legal teams that really traverse all these different business functions for compliance for security and for legal entitlements and capabilities and all these functions are based on workflows so as we've seen platforms propagate inside of the technology architectures we've seen the opportunity to really optimize these workflows through automation through integration and to really have tremendous conversations between the line of business stakeholders as well as the different technical teams that can enable these new products that can enable etc accelerated workflows in a more automated fashion one of the things that we've seen executives talk about an unexpected byproduct is a more secure service delivery because these are agreed upon automated workflows because i team business are working more closely together they are recognizing that one of the the byproduct outcomes is a more secure service a more secure enterprise so we're seeing just tremendous opportunities to really drive the collaboration between line of business and between the technology teams now how do you do this we've seen a number of it and business teams come together to really drive a trusted partnership there's a couple ways to do this first and foremost as you think about the platform that you're talking about the platform point of view there's the opportunity to drive standardization to drive more automation and more rigor around the processes both technology and business that you can drive on the platform now in addition i team business leaders and their teams need to come together to discuss what what are the dynamic impactful workflows that matter where the integration points that occur maybe between the technology and the business side what are the opportunities for citizen developers or business stakeholders who might not be technically astute to be able to develop an application or service on top of a low code no code platform model and of course one recent executive conversation he said to us you know i have a couple different platforms i expect the roi from each individual platform to be high but just as important i expect because of the integrations across platforms that that roi and each individual platform is going to help each other platform with a network effect to drive further accelerated automation and productivity enhancements to their existing staff now we've also heard from a number of development platform owners talk about the customer centric viewpoint and this is really recognizing who should be involved in the use of these platforms what are the expected business or technology outcomes and metrics they should be judged by and then the level of adoption you know this doesn't happen overnight it's really a journey with the selected platform and the vendor as well as the i.t and business stakeholders and teams that will utilize the platform now this drives a lot of conversations around common interfaces the need to have really crisp business value articulation through metrics engaging the success of projects on the platform and of course recognizing well who is the customer is it an internal i.t stakeholder is it maybe a trading partner is it someone externally so really understanding what that customer values and what their experience is going to be and then finally we're in an application world and these platforms are really driving tremendous opportunities around the creation of net new applications on these platforms to drive business apps or analytic models to drive more automated capabilities and insights as well as modern organizational structures whether that's devops whether it's looking at agile and the notion of continuous improvement and of course tying this all together with business ecosystems so that not only can a platform drive roi on its own but by integrating with other adjacent platforms it drives a bigger business ecosystem with better business opportunities now as we move forward here successful teams are using common platform practices and these are things we've heard from different interviews and different guidance around companies that have selected certain platforms so first starting at the top the stakeholders really identifying who are the stakeholders what's their adoption across business and i t what's the project or use case that you really want to drive an automated work stream around drive an integrated end view and to really drive certain specified business and or technical outcomes this of course drives a lot of resource orchestration and cross-platform integrations that we just discussed it also facilitates a number of interactions between it and the business stakeholders it gives it an opportunity to develop customer feedback loops mechanisms where they can drive continuous improvement of the product innovation that you're driving off the platform on top of that of course it's an ecosystem right no one platform stands on its own but even more importantly not only can the platform deliver value working in concert with others it drives even more value and that's the network effect that we just discussed and the opportunity for customer engagement on the platforms so that business stakeholders can get a real handle on driving this it architecture that essentially is going to become a key piece of the business architecture as customer engagement and customer feedback loops are engaged and driven off these platforms business stakeholders can more quickly drive better decision making can adjust their services and products faster and of course it becomes the core foundation for enabling these capabilities so what are some key best practices now when we look at recommendations and we're working with platform owners and development executives we've come up with a simple set of recommendations and best practices for platform owners collaborate with the business stakeholders to define the use cases and really have a clear articulation of what are the business metrics that you want to drive particularly in the environment we're in whether it's cost containment cost reduction faster time to market more product innovation customer experience improvement and ps score there's a number of technology or business metrics that you really want to have clearly defined so you can go on this journey the second point for platform owners measure and over communicate early successes across peer groups off the platform to really engage with different teams communicate the journey communicate the successes of products and projects that are being driven off the platform and let people know what the best practices are and how they can further drive value from the platform third bullet for citizen developers educate them on how the platform can assist in solving critical business challenges this is a great emerging tremendous opportunity for business stakeholders to take advantage of a platform write different applications in a risk controlled governed process and really enable faster time to decision making better decision making and more informed decision making based on all the data sets that they have that they can take advantage of for development executives certainly they should become educated on how platforms play a role in new application delivery you know utilizing citizen developers utilizing business stakeholders who want to take advantage of all the data pools and all the technology that platforms enable through analytics through automation through integration identify business stakeholders and collaborate to identify potential processes to automate and again we don't want to work in silos right this is this is now it's time to collaborate and really drive trusted partnerships and have really impactful conversations so identify what the use cases are identify really key workflows and processes that you can automate to drive productivity enhancements and then finally empower citizen developers by working with platform owners to provide governance guard rails you know governance security compliance all key enterprise scenarios that we we all have to deal with and it's really important that now more than ever development teams i know teams they really have an understanding of how you can take advantage of citizen development how you can take advantage of platforms and and have embedded governance capabilities so that business risks are reduced with that i want to thank you in my contact information and i want to hand it back over to tom thanks steven great observations so martin tell us about the latest developments at servicenow we may be living in unusual times but that hasn't stopped servicenow from helping enterprises work smarter and faster hi tom for sure we're living in unusual times at an increasing rate of change and servicenow has been front and center in helping organizations respond quickly and effectively to this change with speed and agility at scale powered by digital workflows so today i'll explain how the now platform the one workflow platform that it runs on is empowering our customers to drive the desired outcomes that steven covered in his talk which just to quickly recap are number one to accelerate digital transformation to drive speed to market number two reduce cost complexity and drive standardization all to drive agility and third to create a partnership for success between i.t and lines of business by using common platform practices to be able to do this at scale so let's take a look at today's agenda we'll start with accelerating digital transformation and why the speed of digital transformation which is driven by digital workflows is so critical in today's environment and moving forward then we'll talk about why a one workflow platform strategy for it and line of business workflow app dev accelerates digital workflow creation and creates a natural partnership between i.t and lines of business and we'll share a straightforward playbook to make that happen and finally we'll finish up by sharing some demos of how fast anyone no low or pro code can build high impact digital workflows across lines of business with now platform app engine and integration hook so let's talk about the importance of accelerating digital transformation in being able to both drive change and respond to change so we're living in the era of the digital enterprise and digital disruption that has completely transformed industries but even the most successful organizations even those who have led disruption and continue to invest in transformation were hit hard by the recent pandemic will there be other business disruptors whether those are macro environmental competitive or others of course so how can you protect your business well the takeaway for businesses is that the modern digital enterprise has to have a change mindset we need to be able to drive change that we initiate but just as importantly we need to be ready to respond to change that is forced on us the key to success is moving from slow unstructured business processes to digital workflows digital workflows connect people data and enterprise systems and applications while orchestrating actions like requests tasks approvals and application and platform specific actions so you can define completely new processes or easily change existing ones digital workflows enable us to create the right experiences we need for a better way to work or in disruptive situations a better way to respond digital workflows deliver organizational speed and agility but what's a digital workflow you ask well a servicenow digital workflow is a business process built into an application with a great web mobile and conversational experience it's digital process automation in an app and because they're digital they can be analyzed that lets you find hidden risk and automate and optimize your processes they drive execution velocity and of course digital transformation finding digital workflow opportunities is absolutely easy i'm going to ask everyone watching to think about do you have a business critical process that a line of business leader really cares about that is currently a routed around an email for status updates and b tracked in a spreadsheet that's a digital workflow opportunity every servicenow workflow it customer and employee is built on the now platform app engine and integration hub are the products that allow our customers and partners to build digital workflows for anything else they want on the same exact platform one platform one architecture one data model however for most enterprises the technology landscape looks something like this work is siloed within departmental systems of record that don't talk to each other these silos contribute to work being unstructured processes are tracked in paper and spreadsheets and routered around an email and this disjointed way of working has a negative impact on productivity user experience and risk and the ability to change on a dime to respond to force change is impacted negatively thankfully there's a better way to make workflow the now platform transforms these unstructured processes into digital workflows which offer complete visibility into the end-to-end process we call the now platform the platform of platforms because we allow work to flow naturally across these silos the way it's supposed to and when workflows naturally great experiences follow so let's take a closer look at why we call it the platform of platforms the now platform excel is a digitizing work that flows throughout a company across functions on top of our platform we offer best-in-class out-of-the-box sas workflows that it runs on as well as employee and customer workflows that orchestrate work across the enterprise these were all developed organically 100 native to our platform and we offer app engine and integration hub for customers to build workflows that transform any business process and all of your existing omni-channel experiences have out-of-the-box integrations in the service now like collaboration and productivity tools like slack and zoom so you can deliver those great experiences through the interfaces that they love now let's look at how the now platform powers a natural partnership between i.t and lines of business and fast forwards digital workflow creation as stephen talked about how do we make that it line of business partnership happen well we do that by enabling it developers to work together with citizen developers on a single platform one platform for i t and line of business stripes organizational velocity reduces cost and complexity and facilitates that natural partnership to execute business strategy together let's take a look at how this works it enables all developers know low and pro code and it and process architects and analysts in lines of business aka citizen developers to collaborate and innovate on one workflow platform with one data model and one architecture all under it governance the business can innovate on their own powered by but not dependent on it and workflow app dev is fast because the now platform is the only platform purpose built for digital workflows it has workflow constructs at its core like tasks requests incidents cases slas approvals as well as pre-built integrations to connect across collaborative messaging and departmental systems of the record so 40 60 80 percent of it's already done before you even start and citizen developers who on the front lines of how business processes actually work in their department can digitize and automate those processes with clicks not code at the same time it pro code developers can build powerful apps and reusable components that can be consumed as building blocks by any other developer and every workflow app is powered by embedded modern user experiences like native conversational bots native mobile and modern web with drag and drop tools analytics to measure and optimize workflows machine learning to provide relevant insights and automate decisions and artificial intelligence like natural language understanding that understands plain human language so everyone can leverage these in the workflow apps they create and not just the experts in those domains let's take a look at how fast the city of los angeles was able to digitally transform the cobin 19 drive-through testing process fast with app engine so this is all about responding to change with a new digital workflow when mayor garcetti wanted to get a testing site deployed fast his team initially thought that a consumer event tool was their best option but after seeing the value in an end-to-end experience that provides visibility and better management they realize that starting the service now and iterating was much smarter so with cask as a partner we work closely with the city to launch an mvp for a tight deadline it took only 48 hours for the city of la to launch this app from concept to production that's the kind of agility servicenow delivers allowing organizations to change reinvent or launch newly automated processes nearly on demand and 50 000 citizens were tested in less than three weeks and it was easily expanded to 25 locations throughout la county so they were able to do this at scale so let's take a look at how this actually works in practice and how you can make it happen at your organization today the cio's mission is to power digital transformation in every department at their organization and every cio is wanting to align with the business and create business value it already runs on the now platform for itsm itom it asset management and it business management workflows so they know it well most have at a minimum already extended these out of the box it workflows with app engine to meet additional use cases so it knows the now platform from sas to pass oftentimes the now platform owner in it will initiate a conversation with the line of business peer around an important core business process that that leader is complaining about that are still again routed around an email and tracked in spreadsheets and are slow clunky error prone and that their end users just don't like using the platform owner will then suggest that it create a custom now platform workflow to transform that process because they understand the benefits and outcomes they've already seen in it with servicenow and know that they can replicate that success in line of business processes across the organization once that first line of business core process has been transformed into a digital workflow with app engine word starts getting around and inbound demand starts building and over time i t can scale that digital workflow update out to citizen developers in lines of business and increase dev capacity without hiring more developers all under it governance so the business can innovate on their own powered by and in partnership with it all on one workflow platform so follow this playbook to make what we just talked about happen at your organization it changes the game for it and business alignment and partnership step one get some quick big wins find a business critical process that is manage an email and spreadsheets or paper and use app engine to build a digital workflow then another that will start the inbound flood of demand from the business and it really changes the relationship from push to pull that first application will generate demand incoming to i t step number two to meet that demand it will need to build a center of excellence or coe the coe will scale the value from one app to five to ten or more it doesn't have to be a big team i've seen teams that range in size from two to five sometimes bigger but typically organizations don't want the coe to grow forever before long you want to create even more scale and you don't want to build out that coe even more you need to enable the business and that's step number three empower those citizen developers those process architects and analysts in those departments to build their own workflow apps on app engine this way the coe stays focused on two things enablement providing best practices providing the tools and the reusable components and integrations for citizen developers in the line of business and number two continuing to build the highest business value and most complex applications at that point you're ready for anything because you have speed and agility at scale all right so now patrick is going to take you through three demos that utilize flow designer which is part of app engine and integration hub to create digital workflows fast with no code we'll start with a routine everyday it service request that we see at many of our customers managers requesting microsoft teams to maintain productivity while working remotely we'll see and patrick will show how a sales manager at veracity corp the name of the company makes the requested virtual agent and then how flow designer and integration hub automate the back end for instantaneous completion and no manual intervention required using azure active directory and microsoft teams integration hub spokes patrick it's all yours thanks martin so for our first demo we'll open up the virtual agent so susie sales manager can request her new team show me everything okay perfect i would like to request a new microsoft team northeast sales team oh who should be a part of my team i want jamie and sales would you like to add another team member yes i would you know what we'll go ahead and add bob and marketing as well so he can help collaborate nope hello northeast sales team this is where we'll collaborate as a team oh perfect so the virtual agent has now created my request and now i can check the status of that request by clicking on the request number oh wow it looks like my request is already completed perfect so now we'll go into azure active directory as well as microsoft teams to see the end result so a new group has been created in my azure active directory for the northeast sales team and you can see that jamie and sales bob and marketing and susie sales manager the requester have all been added to that group if we open up microsoft teams we can see that a new team has been created for the northeast sales team in the hello world message is hello northeast sales team this will be where we collaborate as a team wow that's great now let's take a look at the flow where we used our out of the box azure ad and microsoft teams folks to create this business process so you can see our flow trigger is a service catalog item so the virtual agent actually created a service now catalog request the first thing that we do when we use a service catalog trigger is we pull our variables in from the service catalog you'll notice that the same questions that the virtual agent asked cz's sales manager are now available to us as data pills inside of the data pill picker on the right what was the team name what team members should be a part of the team and the initial message for creation the next thing that we're going to do is we're going to look up the user records we're going to look up the unique servicenow identifier for each user that was asked to be a part of that team and what we'll do later on in the workflow is iterate through that list of user ids and add them to the microsoft team we have some flow logic in here if the user isn't a manager then ask for an approval susie is a manager so this approval step gets bypassed the next thing that we're going to do is we're going to hop in to this create ms teams subflow the reason that this is a subflow is so that this piece of work could be reused think about a project manager who's initiating a project in servicenow project and portfolio management they may want to initiate a microsoft teams team and a group for their project at project initiation so now this create msteam subflow is a reusable workflow for other teams to consume the first thing that happens is the creation of the office 365 group so this spoke action allows us to create a group in office 365 where we input the team name and then some additional information too who is the team requested by next thing that we're going to do is we're going to go into azure id and we're going to look up susie sales manager by name so we can automatically add her to the group when it gets created so what we're doing is we're taking the group id that got created from action one create office 365 group and we're putting it inside of the group id and then we're also providing susie's user id next thing that we're going to do is we're going to use the microsoft teamspoke to actually create that team in ms teams notice all the options available to you when you create the team the last thing that we're going to do is we're going to post that initial message to chat so we're going to take our team id from the previous step output we're going to take the general channel id from the previous steps output we're going to create a title for the message called hello world and then our initial input message so now that the subflow has ran and completed we're going to go back into the main flow and you'll notice that there's a there's a for loop in here and this is where we iterate through those user records and what we're doing here is we're launching into another subflow that looks up those user ids in azure ada and adds them to the group and that's what makes the team members part of the office 365 group as well as the ms teams group the last thing we're going to do is update the requested item record and close complete the work thanks patrick in the next demo we'll show a cross-platform digital workflow during a support call a veracity customer expresses interest in a new product the customer service agent creates a new opportunity in microsoft dynamics crm directly from their servicenow customer service management workspace and the sales rep on the customer account gets notified in teams right away for speedy follow-up take it away patrick thanks martin so now we'll take a look at the customer service portal we have a customer service agent who's working with amy chen at advances super computing on a customer service case during the course of the conversation amy mentions that she would like pricing on the new managed services offering veracity corp is offering so the user can simply open up the advanced supercomputing account create a new interaction record it's a sales request she's either on the phone or over chat with this customer let's just pick chat open for amy customer would like pricing on new managed services offering as soon as she saves this interaction with the customer a flow is triggered and that flow is actually going to create a request in microsoft dynamics as an opportunity record for the sales team and the sales team will also be notified through ms teams so we'll notice that the record has automatically been updated by the digital workflow dynamics opportunity the opportunity number has been created sending an update to the account team through microsoft teams they will get an email as well closing the interaction record so now the customer service agent's work is done the sales team has been notified and she can move on with the customer's current request at hand now let's pivot over to the point of view of the sales team and see the experience that they have in microsoft teams new opportunity created opportunity created for advances supercomputing and a link has been provided to the opportunity in microsoft dynamics when the sales team clicks that link they're redirected to the opportunity in microsoft dynamics you can see opportunity from customer service customer like pricing on new managed services offering so everyone gets to work where they want to work now let's hop into flow designer and see how this flow was created so interaction created where sales request is true our trigger is a record being created in servicenow the interaction record that the customer service agent created and sales request is true so that was the check box on the interaction record page to notify the sales team we're then using our create opportunity spoke so you can see create opportunity opportunity from customer service from my interaction records short description so that was the would like pricing on the managed services offering my parent account is the interaction records account name the currency the u.s dollar and then any sort of price list that we're using in microsoft dynamics we're then updating that interaction record so action update record the record is our interaction record that triggered this entire flow and we're updating the work notes dynamics opportunity with that dynamics opportunity id that we get from microsoft dynamics once it creates the opportunity in dynamics has been created sending an update to the account team through microsoft teams they will get an email as well closing the interaction record and then we're making the interaction record close complete now we'll post a message to teams so we have a web hook url for our northeast sales team microsoft team title is new opportunity created we're then sending in the account name as well as an encoded url that actually provides a hyperlink to the dynamics opportunity back to you and finally given the growth that veracity corp is experiencing from all of these new deals we'll show a servicenow hiring workflow where the sales manager extends an offer letter to a new team member for e-signature using docusign over you patrick thanks martin for the last demo i'll show you a flow inside of flow designer using the docusign spoke that can be used to send a new candidate a job offer letter so we'll go ahead and open up that flow in flow designer and see what it looks like first you'll notice the trigger this is typically a service catalog driven type of request in that the hiring manager would go onto the service catalog and fill out a form about the information for the potential employee that they want to extend a job offer to this flow as well as the sub flows could also be used as part of servicenow's enterprise onboarding and transitions application if we look at our get catalog variables action we can see all of the catalog variables that become accessible to us in the workflow things like what is the candidate's name what is the candidate's email what hiring manager will they report to what is the date of their joining the company as well as their salary information all common information found within a job offer letter we'll now look for this workflow and see how we can automate the creation of this job offer letter to our potential candidate the first thing that we're going to do is interact with the docusign api to pull in information about the offer template letter as well as the document id we are then going to advance into a subflow to get and set the field data so the same data that we are pulling in from the service catalog or the hiring manager we're then passing in to the document id once the offer letter gets generated inside of docusign we are then passing that letter to the hr manager for final approval of the job offer letter after everyone is approved we then pull in the recipient's email address and name and we create an envelope in docusign to go ahead and send the candidate the offer letter we then send the envelope to the candidate the servicenow docusign spoke is a bi-directional integration that utilizes a web hook we then wait for the kid to sign off decline or void out the offer letter once we receive a response from docusign we then attach the document to the servicenow record we then update the employee start date on the onboarding record and anxiously await our employee joining the organization back to you thanks patrick for more information on how to use app engine flow designer and integration hub to transform at the speed of change on one workflow platform please check out these sessions that are part of the knowledge 2020 digital experience at knowledge.servicenow.com thank you now i'll turn it back over to tom to close things out thanks martin well that's about all the time we have for today's webcast i want to give a big thanks to our speakers steven elliott of idc and martin barclay and patrick boschman from servicenow for sharing their expertise and insights with us and thanks especially to you our listeners for tuning in please be sure to check out the resources section on your console for links to some valuable servicenow resources also if you have a question or comment about this webcast again just type it into the q a box in your console and press the submit button we'll get back to you with an answer within a few days for surface now idc and idg i'm tom schmidt so let's check out the queue and uh yeah we have some questions here so let's start with um stephen let's start with a question about uh the out-of-the-box integrations yeah so there's a couple of places um where you can get complete information on a list of all the spokes uh the first one is the servicenow store so if you go to uh store.servicenow.com and click on the integrations tab at the top you'll see all the different integrations for service now from partners from embedded integrations and then if you want to dig into specifically the spokes you can filter on the left hand side in the categories and just click on integration hub and you'll see all the spokes there i think there's over 80 of them now and we're we're gonna release i believe about another dozen new spokes uh this thursday as part of the monthly release on store so that's the first place is the servicenow store um the second place is um the doc site so docs.servicenow.com you can search on immigration hub spokes and um also find a complete listing there um and and within the docs site they're also listed by package so you can see which which spokes are in which package uh let's see um patrick maybe this one uh would be good for you how does my app dev team get started um building these automations on the now platform yeah that's that's a great question um i think you know some of the the automations and if you're you know automations or integration some come as out of the box workflows um you know the up i recommend is probably get your app dev team comfortable with the uh the service dev studio which is a component of the now platform app creation tool um and really it's just a matter of um getting you know getting getting started in the instance and starting to build your first digital workflows out there yeah and you know for anybody that's not aware um you know we have uh developer.servicenow.com there's um as patrick just mentioned there's access to a free developer instance you can access all of the spokes uh in in sub prod or developer environments so you can you can try out everything there's also learning paths so if you're an admin if you're a professional servicenow developer if you're a partner there's different learning paths as well so you know developer.service.com is is a great place to uh to get started as well um let's see can the you workflow designer tool integrate with sharepoint online lists slash libraries patrick i'll uh i'll throw that one to you yep so so we do have a sharepoint online uh spoke right so it there's a set of uh abilities that we give you within that spoke so if you if you check out docs.servicenow.com and look up sharepoint spoke um under the list of uh spoke actions that's going to tell you exactly what that spoke does but i believe um you can manage lists and folders so i think you should be set there nice okay uh let's see i think this one also may be for you patrick how can i use the virtual agent in an end-to-end solution not just opening a ticket or assigning it to another group but resolving it and closing it so i think yeah i think you just showed that but maybe you want to recap yeah go ahead yeah so i'll talk through it a little bit um yeah so that that was in the sense an end-to-end solution we leveraged the service catalog so to your point the virtual agent uh called up the service catalog it created the service request for the user and then what happened was slow designer took over in flow designer is what an integration hub is what did the work to provision the user accounts in addre provision the group access within azure active directory and place those users in a group at that point the flow closed out the ticket and you could use virtual agent or you could use slack or team or even email to notify your customer or your internal customer that the work had been completed cool so the example that you shared um you can you know take an action to close a ticket and then notify the requester right absolutely yeah cool all right all right let's see next uh okay um do we create workflows ourselves or do we request for it so i'll take a crack and then maybe patrick you can add on to this but yeah these are these these are um you know custom workflows that um that you would build yourself with app engine and integration hub [Music] one of the things that patrick shows was showed was the reusability aspect which is super important um you can package up anything you build uh you know as a as a reusable component as a sub flow as a spoke so that um you know other developers other admins other you know analysts whoever's you know building these flows can can discover and reuse um what what you build um in other use cases and so it's it's uh it's designed to be uh you know a scalable model where you don't have to reinvent the wheel and you don't duplicate effort um patrick would anything you want to add to that uh no no i think that was great i mean obviously we do have you know purpose-built workflows on the platform around incident problem change employee self-service etc and then what we do with app engine integration oven flow designer is let you either extend those workflows or build new rich business processes on the servicenow platform yeah that's a great point so yeah um you know we do obviously provide um out-of-the-box workflows for it employee and customer workflow uh you know use cases and then um the tools that we showed today are as patrick just said to either extend those or to create brand new ones um let's see uh i'm the servicenow platform owner and i want to get other departments using it how do i get that so you know it's really um it's really simple you you need to kind of have that conversation right you need to understand kind of what's going on in other parts of the business maybe you're you're you're part of a group or a get-together or some kind of you know way that you engage with um with business stakeholders right um and it's really just just kind of having that conversation and asking like hey you know do you have a is there some process that that's really frustrating for you or your team you know that that's either slow that's that's repetitive that um is error-prone that um you know requires multiple interfaces you know um that people are always asking what's the latest status um what's the next step so it's really just kind of probing uh you know having that that kind of conversation with uh with a leader in a line of business outside of it and then and then really um you know identifying that that process and bringing in uh you know like a process analyst type folks along with um either your development team or your own um you know admins your own kind of uh low code development team and really getting together and kind of defining it and um you know laying out what an mvp would look like um so that that's the way that we've seen it happen uh at many accounts is just through engagement and really um you know leaning in to that opportunity to really drive that transformation across the enterprise and looking for those uh those key you know workflow opportunities that i keep i.t can really take and run with as a way to get this thing started um i think that might be hold on can yeah i think i think that's it so um we're six minutes ahead of the hour um super thankful to everyone for uh attending today we hope that this has been informative and that you can take some of the learnings into your into your your daily work and thank you so much have a have a great rest your day