thank you everyone appreciate you taking the time to join today's webinar welcome um you know today we're talking about hardware asset management excited um new product coming out in the paris release um so as you join the webinar you will be muted and your camera should be off um as this is a zoom webinar we appreciate you staying muted through the session uh just to prevent any background noise um so yeah so i'm ryan with taylor product marketing with it asset management and i will be your host for today so we have a couple speakers with us today eric farrington director of product management in our itam business unit eric leads our hardware asset management product team and is responsible for bringing this offering to market and he spent a lifetime in this space yvette matthews is vice president of services at one of our top partners its so thanks for joining guys um yvette also has a very deep wealth of experience in this area um in a vet an its team is a partner you can definitely lean on um to get you to those business outcomes so we're lucky to have both of them and uh yeah thank you again for both of you for for joining us today um this is our safe harbor notice letting you know that you know what is discussed today is forward-looking and subject to change our hardware asset management product is currently available in early access however it's generally available in our paris release which is expected for september so right around the corner so we have a lot to get to today a ton to cover um you know but we'll do our best to get to all of it for you so um you know first we'll hear from a vet on the need for hard asset management the need for a program and the challenges that um customers can have and why a program with proper governance and processes is so foundational to the business and then we'll hear from eric who will give you a preview on our hardware asset management product and why doing the full life cycle of it on a single platform is a no-brainer you know having all your your asset tasks records workflows centrally located in one data model the same place you plan request fulfill operate service and retire i t right all on on the now platform and then i'm looking forward to hearing any stories eric and yvette have um to maybe share from their past lives on clients they've seen with let's say you know sub-optimal programs um you know what that meant for the business and how putting the right capabilities in place you know really turned those clients around so and then hopefully at the time we we did um save some time uh for q a um but you know and we'll try to get to as many of the questions as we can we have 60 minutes but we also want to be respectful of your time so without further ado i'll turn it over to a vet yvette take us away thanks ryan i am yvette matthews vice president of services at its a little bit about its before we get started we're a 30 year old company who have been focused on asset management from our initial work on the altirs platform if you guys are familiar with that to our specialization in i.t asset management on the servicenow platform today we're focused on customer outcomes and we want to provide an unmatched customer experience for every one of our clients i run a practitioner-led team meaning we have asset managers that we've brought in from industry that help us focus on our clients we have more than 50 years combining experience in developing asset programs and solving it asset management related challenges our implement implementation methodology is pretty um pretty simple we focus not just on asset but on ensuring that your underlying cmdd is also healthy we begin our projects by focusing on helping our clients build out their programs and developing or improving on existing processes to support any sort of future work on the tool we build applications as well i have a team of folks that build some amazing applications that help us populate our cmdb which in turn will help us augment our asset data and we focus exclusively on servicenow so in order to provide the best possible outcomes for our customers on the platform we've chosen to only work on one particular platform and our platform of choice is of course servicenow all right ryan let's get to the fun content of why every company needs hardware asset management so most organizations typically spend about 45 of their it budget on hardware that seems like a huge investment if you think about it that's a large chunk of change to be spent on things that could get lost go missing or break um one of the things that we like to discuss about spend is um remember it's not just end user compute when i talk to my clients a lot of times they're focused either on the data center or end user compute and they've forgotten all of the other it assets that exist in their organization from storage and backup to networking equipment to our latest entrant which is the internet of things you're going to find that internet of things as it becomes more prevalent your organization is going to be something that you're going to want to have a handle on remember that every it asset that we own has risk associated with it not just spend so every piece of hardware is an entry point into your organization's um infrastructure so ensuring that we understand what we own so we can manage it in understanding that it's secured is going to be critical to moving forward with any hardware asset management program that you're trying to put in place hey ryan can can we take a look at um the next slide so our estimated it spend as we said is about 45 and it varies by um our industry that we're talking about with the average being um 33.28 percent of it budget as a percent of revenue organizations are choosing to invest in it itam really does have a responsibility to manage that investment prudently when we talk about managing assets we're also talking about managing all those inherent risks associated with them as well when we think about our i.t assets we have to think about all the rules and regulations depending on which country you're in what region you're in etc that are impacted by our choices that we make around iit assets if we're talking about our medical devices we want to ensure that the data we're collecting and storing as part of our asset repository is data that's not governed under hipaa and if it is that we're putting the appropriate securities and safeties in place to ensure that data doesn't go anywhere it shouldn't so if you think about what your current it spend is um i'm just curious and you can either put it in the q a if you have questions or we could talk about it outside of this venue of what your estimated i.t spend is and where do you see your organization spending the majority of its money is it on your data centers or is it on your end user compute environment or is it somewhere completely different so let's talk about what it asset management actually is asset management is a set of practices involving the physical financial and contractual information that support a full i.t asset life cycle so from the time that we request a device to the time that we retire a device it needs to be managed in some fashion so we can only manage what we know we own so one of the first things that i find as a challenge to my customers is knowing what we bought without having good i.t process in place i may not know what hardware has been brought into my organization if i think about it if you don't have a good procurement process in place your end users could go on to amazon or they could go to best buy they could go anywhere and start procuring their own hardware there's a lot of risk with that are they appropriately secured how do we don't join it to the domain a lot of these things that we're talking about are things that seem like common sense except if we don't have processes end users do the thing that they think is the right thing to do in order to continue to be able to work i don't ever think people are being malicious when i talk to my clients i think they're trying to get their job done the best way they know how so are we buying only what we need again this has to do with having the right processes in place knowing how many of what type of device do we have how many we should have having an appropriate safety stock all of the inventory functionalities that we use need to fall under i.t asset management as the gateway into the it organization are we using what we purchased one of the big sticking points is having equipment that's sitting around that isn't being used i bet if i ask any one of you in the in the attendees list if you have unused i.t assets that maybe are sitting in a desk drawer or someone has stored in a closet for later use they've got them squirreled away in a desk somewhere you're gonna say yep that happens and it happens not because people are purposefully trying to waste money or spend money on things that we don't need or get new items it's really usually about process they don't understand that they could easily request a new item so they keep them on the off chance that somebody in their organization or in their department might need that type of asset last but not least can we prove what we bought that's our compliance piece that we talk about when we're talking about disposing of assets i want to be able to prove how i got rid of that asset how it left my organization and to ensure that when it did leave my organization it was done properly and not just tossed into the recycle bin we want to ensure that we have documentation around our certificates of disposal we want to make sure that we've sent them off to probably a green facility so we're not polluting landfills i have lots of stories about people who maybe didn't do the right thing when it came to disposal and it came back to to haunt them later so i like to ensure that when i'm working with my clients one of the key things we talk about isn't just managing well we can see it it's managing the data and understanding where it went when it left so ryan let's take a look at the next slide um when we're talking about tracking hardware if we don't use an integrated system if we're using spreadsheets if we have different teams who are focusing on just their area with no integrated program what you're going to find is at some point you're going to start losing your assets think about it this way your end user wants an asset they're going to request it using whatever request mechanism you have if it's servicenow that's great it's a front end to getting to our hardware data if they're using a walk-up to some service desk person and saying hey i need a computer or standing at the asset manager's doorway of their cubicle saying my stuff's broke i need a new one we're already introducing some inherent risk to the process there's going to be no visibility into our requests that we're getting it's a lot of manual effort and i know all of the asset managers on the call really don't want to spend a lot of time doing a lot of manual effort we want to make this as automated as possible and as easy for the end users to use as they can anytime we have these manual processes everything becomes significantly slower if we don't have any sort of self-service that means every single request has to be touched by someone before we can do something with it if we don't have an integrated tool how's the help desk supposed to see what the person already has maybe they already have two or three pcs that they keep asking for replacements on and if that's the case that's going to be problematic uh in the future how do we know what we need to refresh how do we know how to get that that equipment back um when we get to the procurement piece if we're not integrating our procurement in with our asset functionality on the same platform what you're going to see is pos getting cut no one validating that what we ordered is what we received that's going to cause some problems later on with invoicing and may cause problems with our warranties if the serial numbers of what we ordered don't match the serial numbers of what showed up as you can see you're going to have a lot of frustrated people because it's going to be a slow painful process putting everything in the right context and putting them on the same platform is going to be able to allow us to have better visibility and better security around our assets so that being said next slide please ryan having disconnected tools and manual processes increase our cost and risk i know i've said cost and risk a lot because sometimes we like to think of asset management as just a financial function but ultimately we're also part of helping security secure the items that we own and enabling us to be able to feel confident when we're speaking with executive leadership that we know what we have we know that it has the appropriate uh security measures associated with it we know who's using it we know how they're using it if we can get rid of all the disconnected spreadsheets or separate third-party tools etc we're going to have a better outcome for our our end users and for our organization by building out processes that are automated now remember i said process it's not it has to be written down or it's not a process it's just an idea that's going to eliminate a lot of those touch points where we end up making mistakes or keying something in incorrectly so ryan i think you've got a question for our team or our panel our participants at this point yeah thanks a bit um so yeah we do have a poll um i guess uh katerine are you able to see the poll i don't have the poll ability to push the pull from my panel here but the question is um you know how are you managing hardware assets today are you using servicenow it asset management are using a third party tool maybe a homegrown tool maybe you're not sure it's not your primary domain and but you're interested or you know of course spreadsheets right don't tell anyone um and so yeah just curious wanted to get a feel for the audience there so um yeah so i guess uh yvette what would you expect kind of the mix of answers to be uh from from this audience here any any guesses on what we may see i'm going to guess we're going to see some people quite a few of them using the servicenow itsm asset management but i'm also going to see some people who are currently using spreadsheets i see that a lot my customers mostly because they're managed by groups who maybe aren't interacting as much with the servicenow platform or they haven't spent the time to build it out and those spreadsheets are something that they're currently using today gotcha yeah and i guess at the end of the day spreadsheets are better than nothing right so that the the need there's a known need for some type of hardware asset management and you got to start somewhere and so you know if you don't have a better option that's certainly right you get you got a baby steps but as we know spreadsheets are manual and with how much it changes you know every minute every hour there's new hardware deployed purchased retired it's it's tough to keep up from with manual processes so thanks for publishing the polls here um so are we is the audience able to see the polls yes i believe excellent great so yeah so it looks like the majority of you are using itsm asset management which is great news so in eric farrington who's also with us today we'll go into why that's great to have that base core asset management in place that hardware asset management can can certainly build on for those advanced features that are certainly needed um but you know across the board you know kind of a mixed results third-party tools certainly not sure you know spreadsheets you know event any anything jump out here from the results this is pretty much what i was expecting to see i love the fact they're using the itsm asset management tool because that means they're going to have the data that they need to to start using new hardware asset management and the same goes with spreadsheets if we're using a spreadsheet at least it's probably organized it might not be organized exactly the same way that we would organize it inside of servicenow but it's a great starting point for us to be able to start using servicenow in order to capture all of the hardware asset asset data that we're looking for excellent all right so um yeah so up next uh eric farrington do you want to take us away yeah hey ryan can you hear me yes all right thank you uh thanks for bringing us in here and uh good morning good afternoon good evening to our friends around the globe uh tremendously uh excited uh day here is as uh uh we're gonna dig in and talk about some hardware ass management or ham um specifically the new product that is launching in our paris release this q3 um and just really again a long time coming to see uh the product improvement but we're glad it's here it's the start of some great new features that are coming out of the road map um and excited to talk about them today so you know first before we we get into the ham specific let's let's talk a little bit about in in an event thank you for joining us had some great messages coming in you know when we talk about its management specifically hardware there is a strong underpinning dependency for data accuracy right and and when we talk about not being able to display um cost savings or display proper risk assessments it's really coming back to am i accurate and can i prove it so when we look at servicenow and how asset management operates today we really leverage that that single platform you know this this massive platform of transactional and work management that we can align our asset workflows to really be able to drive um predictive outcomes bring in automated updates bring in some of the new normalization feature sets to really strengthen that underpinning accuracy and dependency that we're going to get from our asset records so that we can propel the value into our businesses for things like strategic planning what am i what's my life cycle outlook look like what's re-future refresh look like how do i know what's truly deployed how do i know that um we have serviceable uh quantities in our data centers and our infrastructure and our end user compute environments for even support staff all of these things are possible as valued outcomes coming back from that core accuracy let's jump to the next slide you know you know one of the core pieces here that when we drive for just as servicenow as a whole um you know this this new normal that we we've all been forced to uh embrace right we need insights to our operation particularly because our workforces have been displaced we also want to make sure that we're driving those efficient uh workflows as we're transitioning maybe back to back to the office staying in that work from home motion it does not change that underlying dependency that our businesses need smarter ways to workflow need better ways to deliver that accuracy around our asset data next slide so when when we look at um you know we say here behind every great experience is a great workflow we see the asset data being core to those experiences whether it's our it workflows our employee workflows our customer workflows the uh app integrations that they're pushing and pulling data in and out of service now we want to be that that connective tissue that that um integrated process for driving action through your business but within that often so many times the what in the equation is our asset record you know what's the user requesting what is broken what do we need to uh perform what uh server is that application running on right so having that data quality that accuracy allows um to be a pivotal role on the now platform for being able to reach out and connect through these digital workflows to deliver that best in class out of the box product for our customers we can have such powerful capabilities such as machine learning such as predictive analytics but at its core needs to be that dependable asset record and that allows us to also drive efficiencies into our workforce to be able to know that when we go service a ticket that the asset's going to be where we're looking for it next slide please okay so when we look at the servicenow being this central system for the i.t record we know that finance has their erp we know that it needs that central system of record and servicenow is that connected platform okay we want to have have our asset coverage when we talk about the its management group we're talking about any asset anywhere software hardware on-prem hybrid clouds being able to know what we have available and how we're consuming these it assets allow us to develop an optimized approach for being able to uh develop and and maintain visibility to those risk items or even be able to apply cost savings or cost optimization into these environments so when we run at itam where we're planning service and operating i.t this centralized asset governance and visibility connected with that cmdb data in one platform one architecture one data model allows us to drive value to the business and then these features that we're beginning to focus on within ham allow us to uh drive up our maturity level of that internal asset practice next slide please so let's talk about ham what's in it what's there what are we getting in paris what what's coming what's it mean for that core asset module that we saw in our poll 58 they're utilizing that core asset management today we designed hardware asset management to be a lift to bring in brand new functionality to bring in mature prescriptive automated workflows and outcomes on top of that core asset module we want to leverage those asset records those model records those stockroom records everything you're using today we need we want to be able to bring new processes automation guided workflow into enhance and protect the data quality and the efficient work management that our workforce counts on so when we look at features and i'm going to walk through some of these features but we talk about what's coming in in hardware asset management in paris hardware model normalization being able to bring in a content library and tie our discovered or imported or manually created models to a standard be able to link those two manufacturer life cycle dates for tactical and strategic planning for risk awareness of when i'm gonna hit end of extended support and i need to enter into an extended support contract okay being able to drive prescriptive flows to our customers our customers are saying i need a standard practice that i can deliver critical life cycle processes like stock orders like my asset requests like my disposal and i need the flexibility to understand what this standard i'm starting from is but also the flexibility to be able to say you know what i might need to be able to configure that last 10 percent add my approvals um at a conditional task maybe we're shredding hard drives on site and i want to drop a task in i think easy way to do that we also don't want to account for what's there and drive automation into those itsm process tickets that we're using every day okay we're going to bring in some mobile features for uh audit accuracy and also talk about a new dashboard but again i want to emphasize here hardware asset management is a lift a brand new capability it's a lift in automation on top of what you have today and we want to be able to drive our customers to a higher degree of hardware asset management maturity uh by a quick activation through these features next slide please ryan okay so again uh what our our call to action here is when we look at that asset life cycle we need to be able to solve for that data dependency that process efficiency all the way around that wheel so from the time that we are planning to request an asset all the way through its end of life we want to have connected process we want to have automated actions and we want to have those updates so that our workforce can continue to service the customer um and they don't need to worry about updating multiple records in a database which is time consuming tedious and also opens us up to that risk of error next slide please so we're leveraging you know key features within the servicenow platform we align up front to that service catalog that uh service portal giving our users that one-stop shop that when they say i want or i need hardware or we can map those catalog items to that product catalog items we can map that to the service catalog for requests now our customers can come in place those requests in a central place they can also check their statuses and one thing to call out here we added from the mobile application right we want to be able to have that employee view into what assets they're assigned to so now i can see on that end user mobile app i can see my locker i can see hardware and consumables that are assigned to my profile and i have the ability to raise an incident so this is about connecting the employee to the experience of assets that are in front of them without having to go through that burden of waiting on hold with the service desk my computer falls off my desk cracks the screen i dump my coffee on it i should be able to go into my mobile app identify that asset that's assigned to me raise a ticket in just a couple of swipe actions next next slide please but when that request comes in we want that central workflow to connect our process and drive us forward so we want to focus on these single pane of glass views these repeatable activities that when we have our supply chain teams our procurement teams our inventory managers they can view these sourcing requests and say i see a request in from a user they're looking for a macbook pro how many do i have available in stock can i consume that stock utilize what's already in place today or do i have that way also to step out and create a purchase order by net new next slide please as we continue to move forward things that we continue to bring into the product are how do we leverage that mobile app that mobile experience to reduce manual input and conversely reduce the manual error so previously on the platform we've had the manual type in for our receiving process okay in the orlando release we brought in the mobile agent app i can scan a batch of assets buy their barcode and receive those against a purchase order again we want to connect these enhanced experiences to streamline the input and the update to maintain our asset record accuracy next slide please so we also want to develop and when we look at hardware as management let's bring this brand new dashboard in front let's create a command center for our hardware asset managers we want to be able to leverage our advanced reporting engine at performance analytics let's bring that in too and let's give guided guided reports that aren't just footprint reports on my outside of states you know we can only see so many reports of how many assets do i have in status x we want to be able to drive in action-driven reports because as an asset manager i want to look at this screen and manage my day-to-day so i want visibility into open transfer orders i want visibility into how many assets are coming up for end of warranty i want to look and see how many open disposal orders do i have that are pending that final disposal documentation easily accessing within a few clicks something that's running late something that hasn't been delivered on time i can contact that vendor and i have all the reference information in front of me okay so we want to continue to drive all this underpinning data from our records and surface them into these new views like the ham dashboard next slide please okay so i touched briefly earlier on normalization but i'm going to dig in a little more detail here we want to manage and we want to have a clean representation of our model estates so our hardware now normalization connects that content library to um the the your servicenow instance you receive weekly updates from our content service team and what our engine does is it takes your values that you have discovered entered uh imported uh or manually entered for manufacture for model name for model number and we're synchronizing that to our standard catalog values we're doing a couple things as well we're once we fully normalize that record we're bringing all of that manufacturer lifecycle data in such as end of sale end of support and of extended support end of life we talked about that weekly uh feed that you're going to receive those updates so that as they continue to get published as new products are coming out our content team will aggressively push that content down to your instance so that you have a clear representation of what truly is this model and a product detail layer and at a model detail layer one other piece we bring in and this is really historically plagued anyone who's operated as cmdb is that we know that classification has historically been highly arbitrary i get a list of classes i get a list of model categories and when i do that first import i need to relate which ones are computers which ones are load balancers um and but there's no guidance maybe i got it wrong maybe maybe i've nested a bunch of computers under ip device because well they have ip addresses we're bringing in value what we call device type and device type we've aligned to the global standard the united nations standard product and service code unspsc this is a database of about two hundred thousand lined items everything from livestock and seeds to i t equipment okay so that when a manufacturer creates that new product and that new model they code it to this global standard we are bringing that very same global standard into your servicenow instance now you have a brand new a brand new attribute and an effective way to report on how many load balancers do i have how many ip routers do i have how many notebook or tablets do i have and that's based on what this object was designed to be not how we contextually loaded it into our cmdb we are not going to alter any design or the way you've loaded information we're gonna bring you a net new attribute to report on and say regardless of how i'm managing my data this is what i truly actually have next slide please so this is a view just ryan you can build this one out but this is really a view of that that content service right the library sits down on the customers instance and you receive that weekly feed now if there is products or information that we don't have in our content service you have the opportunity to send that back to our content research team they validate and proof the update and they send it down now this might not necessarily be a uh that the product is missing but this may be that i have a discovery tool or an import and i had an alias for how this was reported um you know i have a long history of servicenow i was an early customer from 2009 to 2012. one of the issues i had when i was in charge of a cmdb was i had 10 different discovery tools creating records and i actually had 16 different values that represented hewlett-packard h space p h-p i needed this catalog of aliases or mappings and that's part of what's coming down the content service feed is all of those aliases that would bring me down to one standard value for hewlett packard that i have in my database next slide please again really excited about this functionality coming forward and ham and we want that to extend into the mobile functions as well so we we've seen fantastic pieces around normalization but here's a great way let's bring a mobile feature in to audit my active physical asset environment so i want to be able to open up my mobile device or even schedule it ahead on the platform and do a batch scan of the physical objects in any stock room or any location in my servicenow instance and i want a full line item reconciliation about what did i expect to find what did i find in that place and also get automatic updates if i found something and it listed a different stock room or a different location when i scan it and upload it i want it to automatically update to where i physically confirmed this scanning works offline and online it also allows me to have multiple people write into an audit record so if i'm doing something like a wall to audit of an office or preparing for a move i can have two three ten technicians scanning and writing to the same audit record to bring that data actually in next slide please okay so we want to again i touched on this one a little earlier so i'll move through it but it's not just about the mobile experiences for our agents it's also bringing that experience into the end user so this is the example of viewing that hardware that's assigned to me creating the incident ticket it's just that simple click a button add my detail it's sent into service now and the ticket is generated next slide please this is a great opportunity here of what we call better together of how we extend that value so when i touched on the life cycle data coming from normalization we know there's other areas of the business that want to be able to consume that in different views again we look at our model and our acid data being so central to driving other process areas in our technology portfolio which is part of apm they offer a top-down visual representation timeline based of my life cycle data coming from my hardware models they're linking this to these services those models are delivered that are delivering so now i can build a risk profile that if i'm running a server model and it's approaching its end of life next fiscal year i now have a view that gives me the visibility to be able to plan that if i want to maintain a healthy service i want to be able to spin up a refresh for those underlying objects so this is the dependency of the accurate data the visibility to strategically act and plan either to minimize downtime or reduce the risk of that aging hardware next slide please so one of the pieces that we really want to focus on here in ham is we said listen we we want that better way to workflow we want to be able to give prescriptive guidance to our customers we are bringing in what we call asset flows these are standard practice or leading practice workflows for a specific outcome in paris we are giving you pre-designed workflows for hardware asset disposal bulk stock order and standard hardware request now all of these tasks that we have built in is or what we have designed to say this will take the process from end to end so in my disposal this is the um planning of the assets it's the gathering of them it's the scheduling with the vendor coordinating the pickup verifying the pickup and then getting that disposal documentation all of those tasks pre-built for you we've also built in automation so that if the asset records related when you click complete the asset will automatically update we have removed any manual burden for manual update of your technical staff when you're completing tasks in this workflow so really what we're saying is did you do what the ticket told you to do and was the right asset related if yes we're going to take care of that asset the asset comes along for the ride now we put that this is a standard practice because we built this into our low code flow designer technology so that if you want to add additional tasking if you say yep i but i have a internal compliance need that i need to shred hard drives on site you can copy our flow add that task in through flow designer which is a drag and drop format and you have now optimized for that best practice by really only configuring one requirement so you're starting from a position of strength you still get all of the automated updates and you have the ability to configure to fit your needs we look at these flows as a great opportunity to lift maturity for our customers and every release coming forward we will be addressing more advanced workflows our opportunity for paris is let us improve the core life cycle which is why we put heavy emphasis on the inputs being a request in stock order and the outputs being disposal but you will see more advanced flows from us in the future next slide please okay asset automated updates here so we said great the workflows allow us to cap that front and back end but what about the overlap with these itsm tickets that we've had in our instances i have hardware ci records they're related to assets i i have you know it ripple effects of inaccuracy of updates being skipped maybe discovery's not finding everything so in paris we are bringing you asset tasks when you turn on ham asset tasks activate automatically behind the instant change and work order tickets we extend that same no more manual update to these tickets as well so when we go through deployment and swap or retirement scenarios the hardware ci the hardware asset your software allocations and your maintenance contracts will automatically update let's take a quick example on the screen this is an incident ticket for a broken laptop someone dropped it they got a replacement we already know the broken ci from when they called in what the resolver needs to do here is initiate their asset action as swap they name the new device going in the hands of the computer so they search and find it and then they click resolve when they do that we update the hardware the broken ci the broken asset we transfer the software to the new device and we also transfer that active date for the maintenance contract from the old device to the new all from them saying i did a swap here's the new device resolve this is going to free up tremendous time for our technicians to be able to focus on the customer or focus on their infrastructure or network environments to use their expertise to manage their estates and we're going to take care of all the background uh record updates the emphasis for the operational teams though is did you do what you say you did in the ticket and is the right object related if yes we will take on that manual update next slide please so i touched a little bit about this earlier but again we want to make sure that we're managing those outcomes through ham through all this automation from the prescriptive flows to the automated tasks to the normalization let's get that command center view into our asset managers we're putting heavy focus on model management procurement inventory management and end of life as being dedicated tabs on this dashboard with with specific reporting to go solve the issues of today in your asset estate so this is gonna this again is powered by our advanced reporting engine performance analytics and we want this to really drive our asset managers to be really those commanders of their asset estate so next slide please okay again want to revisit this when we look at ham when we look at what's coming in the lift of that brand new capability on top of what's in place today is automating and driving prescriptive process is automating and taking away that manual burden or risk of error from my ticketing that's in place today it's normalization to clean that model of state and give me road map visibility to life cycles that matter to my models it's categorization and reporting that we're getting in and now it's that actionable audit also coming from mobile so it really drives the plug in why do companies choose service now the power of the platform when we see this new highly accurate highly automated asset environment all things of value are possible whether we're optimizing cost strengthening policies reducing risk we really want this to be the motion that drives our maturity forward next slide please okay um so ryan one one piece to call out here again when we see you know we hear from customers we hear about this challenging the footprint changing we hear about cost cutting initiatives we hear about m a's going on we hear about um security initiatives we want all of these ham features to drive that higher level maturity and really put us in the driver's seat for being that information hub for our business i think we have another poll to come up here um and then i'd love to advance into that next piece sounds good so thank you very much eric um that was a great lot of good information i'm sure people will have you know questions and we'll certainly try to get to as many of those as we can um before i flash it looks like the poll is up so great thank you very much uh event anything to add on this slide in terms of um you know kind of events compelling events that you come across at your clients um in particular on the need for for hardware asset management yeah i see a lot of m a which is usually definitely unplanned but when we're in spreadsheets it makes a lot harder for us to gather that data when i'm working with clients really it's it's going to have a lot to do with auditing and sometimes with things like this whole workforce moving remote when we all went remote i noticed there was a huge impact on asset management and the fact that we probably should have done a better job simply because now everyone is at home and who knows what they took right yeah plenty of plenty of opportunity and business case i guess you could say for um for hardware asset management so yeah so we do have a poll up on on your screen hopefully you can see it um if you're in the web version it sounds like some of you are having trouble seeing the poll so apologies for that but um you know we saw some results last time so hopefully you should be able to see this one so eric and the vet um as maybe eric let's start with you um you know in terms of challenges you've come across talking to customers in your previous life or you know when you were building him what were some of the things that you saw that you know the need but behind hardware asset management what are you expecting a lot of the audience to share yeah i i love these responses i want to see where the percentages come out ryan because i would just say all of these but um you know efficiently being able to work through and so many organizations that are segmented we see server uh server groups working in different ways than network groups uh when they're doing things like common requests they're doing break fixes even end user devices so being able to have that standard practice and that alignment of what it takes to track our assets and and really keeping them up to date um is it's kind of like that that you know that burden that we never really escape um you know as if we have that dependable system of accuracy you know i often equate it it's like electricity or good wi-fi right we love it when we have it and we don't really appreciate it until it's gone so this is about what can we do for that day in day out sequencing to make our lives better and lift the value that we deliver back to our business absolutely so it looks like some of the poll results are in um yvette is this kind of what you're expecting as well it was um what i hear the most is how do i automate these day-to-day tasks so that it takes me less time and it's more efficient and more accurate and that's pretty much exactly what i was expecting from this full result is that's really seems to be where people struggle followed by my data is bad that's the next thing i hear or i don't the data that's in the cmdb in my assets they we don't have in synchronous uh processes so the data tends to get out of sync and then poof they don't really know what's going on with anything so don't fear what i was expecting here excellent well yeah the good news is this is right in our wheelhouse kind of what eric just walked us through in terms of automating tasks through that life cycle keeping those asset records accurate by automating them right taking the human uh error and um you know accidental entry accuracy out of the equation which which is good news so excellent well thanks for thanks everyone for participating in that poll very very insightful um so eric and yvette um you guys mind sharing uh i guess maybe eric let's talk about um lowe's do you want to share share those yeah you know what was a great success story right this is a company that's really dedicated towards maturing their their specifically their hardware asset management uh journey right so capabilities features they they were one of our design partners for a lot of these things coming across and then being able to say we want standard ways to operate we want to be able to arm our technicians with mobile capabilities um you know and but you know one of the things i'll call out is we talk so much about standard process you know standard process really fits that majority of the time scenario we always have conditional exceptions and i'll give you a great example for the majority of their brake fix repairs they get shipped back to essentially from the stores right but what we also encounter is that on an exception basis sometimes they need to be able to transfer inventory from store to store versus that central depot only the store so being able to condition maybe an override or a nice to have feature or that conditional task off your flow allows you to service those niche cases but also then have my standard operating for that 90 95 of the time when we're just pushing that that workflow pushing that traffic making sure we get the automated accuracy and i think that what that really emphasizes to our customers is when you're thinking about our process yes we always have exceptions yes we always have conditions for what we need to plan to but what is that standard process what's that standard procedure we're trying to execute to get the dependable result and they're a shining case of that they've seen efficiencies in their uh field service workforce they've seen efficiencies in their uh infrastructure as well by adopting common process right and then by by contrast um this is a very recent example just a few weeks ago we saw in the media do you do you mind sharing a little bit of background about what the the story yeah yeah you know it's it's it's about every month or so the new article seemed to pop up around organizations that that just have the risk of not knowing what they have you know we saw this this sky betting article come across where this was um an employee within it that was really just uh selling out laptops and uh from ebay and a lot of these weren't even aged units they were direct orders um that they were buying out selling it on ebay getting direct payment through uh electronic payment um and the company because they didn't have that visibility into what process should look like what assets are coming in this was allowed to operate for almost a year um so again these are the gotcha stories that we all want to avoid and the way we do that is let's put a standard plan in place let's account for the exceptions of course but let's be able to understand do we know what we have and be able to have the ability to prove it as well right and and a lot of the times it's not blatant fraud like this extreme case no it's um you know just not knowing which you don't know what you don't know so i guess event any in you've worked with hundreds of clients maybe thousands i'm not sure but um you know in your career what what have you seen you know in terms of you know where it's been a pretty like eye-opening yes you guys need hardware asset management and you need it yesterday any any stories anonymous of course i do i do i have an anonymous story that comes top of mind when we talk about this is i had a client that really wasn't malicious they were trying to do the right thing and due to some changes in staffing some things fell through the cracks so when i was asking where all the hardware was they really couldn't give me a good answer so ultimately they took me on a journey through their facility to a locked room in which i discovered 600 laptops back floor ceilings so imagine all the broken screens there and it was simply because they didn't know what to do with them so they weren't hoarding them or trying to hide them and sell them in fact they were actually part of their corporate donation strategy except the person who did the donations had been um he was a leader in the organization and nobody backfilled his role and nobody took over the donation so they just kept acquiring these disposed items to the point where it became a problem because we then had to figure out what to do with them and better hardware asset management would not have just thrown them into a retired state with the assumption that someone took care of them we actually would have had a good process in place which is what we ended up building oh excellent yeah i mean 600 laptops that's just one use case right times say it's 2 000 bucks a laptop that's 1.2 million or so that's one use case so right there that's worth having a ham program in place uh eric any other stories come to mind yeah i would just say you know way too many uh ryan what i would call out is is it doesn't even have to be on the active environment either back when i was a customer we had just the simple activity of uh they had 16 uh unique um erp systems that this organization was going through massive m a and consolidation right so they were they bought all these businesses they need to align and get on global processing global platform and being able to stand up a centralized database and say this is our data standard and this is the information we want to report in allowed for the employees to really not see any difference on the bat on the front end of their order and fulfillment process while in the back end they were doing this scheduled migration and sun setting of systems the user was just coming to the portal they were submitting the request it went through the approval on the back end it was integrating out to the appropriate system so this is how they kept customers you know really consuming this service and really giving that seamless experience on the front end while on the back end there was a massive data migration and tool migration effort going on so we want to think about what are those engagement experiences with our employees and how do we begin to continue to build that dependency of their expectation you know we want these things to be simple we want them to be repeatable from a uh agent or a fulfiller perspective they need to be practical so that we can scale at speed and that's really what we're after right exactly yeah thank you both for for sharing those stories i'm sure we could be here all day talking about stories and then the need for him i know just real quickly in my consulting experience um you know working with companies who are looking to refresh their storage footprint you know after those that all those um you know storage arrays and things are end of life and of support and of extended support that the the support costs for those go up quite a bit um and so you know you're always looking to understand what is in the customer data center what you know from a backup storage perspective what's the anticipated end of life dates you know when are those support costs going to go up so just having that information like we have here in hardware asset management just that one use case on the retirement phase extremely valuable for customers to get in front of great roi in terms of you know understanding what's what's coming up on support avoid those uh support risks as well as you know risk to the business service itself that those um you know that hardware might be supporting that that you know when we talk about um you know know what your business is running on it's that hardware so making sure it's current up to date looking for those refresh opportunities um so i know we're winding down on time so i will try to get to q a here but just real quick um just to recap what would a vet and eric shared with us today you know ham's really required to run your digital business effectively very tough to to run you know business in this day and age um you know if you don't know what it's running on so having that visibility knowing um you know from automating that it life cycle on a single platform you you want to be doing it with that central cngb that central source of record you know you want to do hardware asset management the same place you're planning i t operating i t securing i t um you know servicing i t retiring i t all in that one place that single data model is is what makes the those workflows possible um and to get to get to outcomes this stuff isn't always easy right so you can have a great technology but you want to have the right program the right governance the right process the right leading practices we offer some prescriptive workflows out of the box and we'll continue to add those but partnering with a partner like its you know who's been doing this for a long time is really the key to to help you you know get the most out of out of this ferrari make sure you're you're using in the best way possible and make sure that those workflows you know fit your business whatever industry and vertical that may be so here's some more information on its a website you can go there to to engage it in vet and her team itsdelivers.com nextsteps also they have a free giveaway i hear they're giving away a tesla no i'm just kidding but uh maybe it's a matchbox car but yeah there's a free giveaway there so make sure you go check that out um if you want to get started on your hand journey also as a reminder we had uh knowledge 2020 earlier this year great turnout um you know 3 600 of you from the itam space um you know joined us its partners was on as well if that did a session um so you know those sessions are still available today on demand knowledge.servicenow.com so definitely check those out if you want to do a quick replay in case you missed it we also have gorilla guides that cover it asset management overall so both software asset management and hardware asset management as well as your hybrid clouds so if you're just getting started on the journey you need a playbook want to understand how to build the business case try to figure out where to get started right start small don't boil the ocean manageable winds these are great resources for you um as well as we have other on-demand webinars available on the servicenow.com events website um just go to on-demand and and you'll see the on-demand webinars from the itam perspective um so i saw a number of questions coming in um in the chat as we were presenting um so eric maybe i'll just cherry-pick a few that i saw some themes so there's a few questions on the content library there are questions ranging from um you know is that the same library as sam is content service and extra charge um and then how the the model categories work so for example can i track monitors do you want to talk a little bit about that yeah so ryan let me i'm going to hit a couple of those right so number one um the content service team uh you know while we sit under the be the same business unit with sam we have our own content resources they do work within the same team but the ham and sam uh people curating that content they are directly working on their own particular content so that means that the formatting is consistent the delivery mechanism is consistent but we really have those specialists that can dig into uh rationalize and validate hardware models versus software models we do have our own dedicated resources that are updating and providing that weekly feed of new content down to our instances the second piece i will call out is that the ham product uh it is available in paris right so it as the paris release it is not backwards compatible so it is paris going forward um it is accessible via the servicenow store and it can be requested you can procure licensing that way through your account team um and that would include the normalization the flows the tasks the um inventory audit via mobile and the dashboards now the last piece i'll call about model categories and i also saw some questions on the unspsc i'm we're bringing that data through the content feed okay so you're going to get that back end library that we are rationalizing your model records to we are not overriding the data that you have input in from the standpoint of if i overwrite your model number or event or model name the next time you run your discovery or import you're going to create a duplicate record we want to be able to sync your existing content as you discover it as you import it to that standard value and now we would see our customers that when they really want to be able to say hey how many of that iphone 11x pro do i have in my estate they can be able to run the report on the normalized product or even down to the normalized manufactured part number awesome um and then yvette i saw some questions around you know how to get started in it asset management i saw some questions on you know what's the right size of the team to have say a ham admin um you know one two ten people and then also you know how to what's the best place to start in terms of going about cleaning a cmdb and maintaining that data accuracy i know that's a lot to cover but i guess what what would your advice be on folks getting started and sizing teams and things like that what i would suggest to anybody when they're getting started is to start looking at what people in the organization are doing so define what your initial outcome or your goal is for an asset management project and setting up a program then find out who's actually doing some of the asset work you're going to find that there are people in the organization who are probably already doing asset work and maybe leveraging some of that if they've got processes documented that's great i would then start focusing on getting your processes built out um either with a partner or with with servicenow with someone it's really easier to start with a template than it is to start from scratch when we're talking about asset management process because there's a lot of best practice that's already been worked through save you some time and effort when we're talking about size of team that's really dependent on how much effort you want to put into your asset management program so it's hard for me just to give an optimal number without having a little bit more detail ultimately what i'm going to suggest is to start figuring out where they want to end up and work backwards from there that's good advice i like that um eric i saw a few questions on hooking into existing erp systems from a procurement um perspective so i don't know if you want to share um that yeah yeah ryan i'll i'll call this out as we're as we're wrapping up here right um and i think that a lot of the q a we will get the questions offline so expect responses in the email but what i'll call out for that is is we do align with servicenow as a new integration hub so this is really a way to define integrations i know that in paris sap arriba is one that's coming online it's a great way for our partners to create integrations for erp systems scanning systems or even integrating disposal vendors being able to connect that portal for scheduling or even reporting right so being able to leverage that framework allows for that really lifts the burden of having to do the transformation mapping to the destination attributes but really if customers are interested in integrations get with your partners get with our servicenow outcomes team and and dig in a little bit towards what's coming online with integration hub it's a tremendous resource thank you excellent all right well i think i know we're already over time so thank you both uh for for joining us today to speak and share what's new on hardware asset management and the need for it i think um hopefully is valuable for all the whole audience here and if we did not get to your questions we will definitely try to reach out directly and answer them offline so thank you everyone for joining from the audience really appreciate you taking the time you should receive a um follow-up email in a couple days just with some links and the presentation will be there so you can have that if you want to share that with your colleagues internally and some of the resources we we talked about here today so thank you everyone for joining and have a great rest of your day