thank you welcome everyone and thanks for joining operex slayer with us today we have a great agenda so let's get uh to it uh before we get started we ask that you not make purchase decisions based on any forward-looking statements all right so let's get to the agenda uh first we're going to cover uh why app dev and automation speed are key for you to be able to compete and survive in today's rapidly changing environment then we'll cover the business outcomes uh that you're trying to drive with your automation agenda and how integration hub and flow designer make those happen and third we'll cover some common use cases and a specific customer example to give you a feel for what this is all about then we'll switch over and we'll show you how to use something we call clustering analytics to run a customized analysis of your production data that enables you to identify your highest roi automation opportunities and we'll finish up with some no code automation demos all right so talking about speed and agility it's a new world and our definition of digital transformation is that every organization must become a modern software development factory in order to compete and in some cases it's a matter of survival so today we'll walk through our servicenow advantage for customers who leverage app engine and integration hub for no code process automation on the now platform organizations are constantly navigating and responding to an ever-changing business environment they pursue business strategies based on known variables in terms of their industry the economy the market and their competitors and most have adopted transformation initiatives on some level to set themselves up so that they can execute their business at a higher level of speed and flexibility to differentiate themselves and drive the market to their competitive advantage the recent pandemic has served as an eye-opening reality chat for just how fast businesses can actually respond in real time to change and to be able to pivot to new processes to new business models and automate existing processes to drive down opex to compete and to survive this faster execution requires more automation delivered in the form of software applications so new app and automation creation has become the leverage point that organizations rely upon to improve how they get work done but while just about every organization has been pursuing digital transformation at some level most are experiencing the same challenges in not being able to build the apps and automation they need fast enough in the past successful new app deployments were measured in months and years today and moving forward an app needs to go from idea to production in days to be deemed a success so accelerating app dev and automating processes has now become the key business differentiator bottom line businesses need more apps and automation to be to successful application and automation delivery we need two things first we need to expand the pool of people who can build apps and automations and renew the complexity in how those apps are built at servicenow we accomplish both of those with app engine and integration hub first if we can simplify the technology we can lower the barrier to entry enabling more people to build their own apps so instead of relying on a single source of development within traditional app dev teams in it with opt-ins in an integration hope we can expand that developer resource pool to include business and operation analysts admins fulfillers support engineers and other roles inside and outside of it stands to reason that a person in it service delivery struggling with a mundane manual process is probably in a great position to share that experience and help automate that process app engine and integration have no and low code development empowers those stakeholders that are most familiar with the business problems the processes and end user work preferences to create higher quality experiences than the apps they build so simpler technology means less code which means more builders resulting in improved scalability let's make new ideas and new app development more widely available next we move to a faster active model with modern tooling by reducing or outright removing the dependency on code we can push all the technical complexity back behind the curtain and focus on solving business problems using new and innovative capabilities such as natural language understanding drag and drop interfaces and pre-built blocks of code that can be snapped together like integration hub spokes we can go from an abstract idea to a concrete automation prototype inside of an hour and with little to no code there are less errors shorter testing cycles not to mention faster and easier upgrades resulting from radically reduced amounts of custom script with more people building less code complexity now we have the opportunity to scale application delivery and create real speed and velocity in the automation pipeline all right let's take a look at your automation agenda what are you trying to accomplish first i'm trying to eliminate repetitive manual work that will unlock fulfiller and other service delivery personnel productivity free them up for higher value projects that drive that agility i just talked about second automation has a simultaneous benefit which is the main topic of today's webinar reducing operational expense on repetitive manual requests and incident management tests by request deflection and automating actions on the back end in external apps and systems that we'll get into opex savings also result from the net effect of automation increasing staff capacity that meets increasing demand without hiring more people and third delivering even better automated self-service experiences with faster time to resolution which improves employee satisfaction and their productivity automation also means that you can measure the end-to-end process and optimize it over time with now intelligence including predictive analytics all right so let's see how integration hub and flow designer fit into this automation equation so with virtual agent you can deflect 50 of incidents and requests with front-end automation powered by out-of-the-box conversations and natural language understanding providing answers to common questions opening incidents making requests and more you can advance this front-end automation to end-to-end automation by triggering custom back-end workflows that orchestrate and automate actions in external systems and you build these back-end workflow automations in flow designer and integration and more of your key members can do this quickly with no code this drives the outcomes that i talked about earlier namely the limiting opex delivering fafsa requests and incident resolution so let's take a look a little more closely at flow designer and integration hub so it's all about no code it's all about triggers and actions it's all about slaying the opex that you're faced with with having your team spend time on mundane repetitive manual tasks up to 80 percent of service requests incidents and calls to the help desk can be completely automated with no code with the combination of virtual agent flow designer and integration of spokes clustering analytics which patrick will get into later we've seen results at a customer with 14 000 employees and 350 fulfillers showed that end-to-end automation applied to their highest volume incidence requests and calls will drive annual op-ex savings of 1.4 million dollars so this is substantial integration hub spokes take the complexity out of integrations and automations enable more people to build them natively on the now platform they already know and that it runs on let's take a look at a couple of key highlights in both flow designer and integration hub in the paris release that are relevant to this use case of it service request automation so in flow designer the first main thing in main enhancement we have is run with role so this allows you to create a user-initiated flow that runs with its own roles and not the roles of the user so that only authorized users can execute the flow which provides another layer of security for sensitive use cases and secondly we now support service catalog multi-road variable sets will actually learn the multi-world variable sets and turn it into an array that you can use inside your flow in integration hub the key new enhancement is the connection management dashboard we're very excited about this this is about taking that experience of setting up credentials and authentication from being ours and extremely painful to three or four clicks we also add support for multiple active connections and so now spokes can be configured against multiple instances of a particular system so if you have six jira environments that's not a problem and we publish new spokes every month in the servicenow store the third thursday to be exact so you don't have to wait for our twice annual major releases we've got more automations coming every month there's currently 90 spokes in the store in august we added 10 new ones and eight updates to existing spokes including workday hr and automation anywhere and in mid-september we anticipate publishing 12 new spokes and 10 updates including microsoft excel sap arriba and sap erp which will bring the total to over 100 spokes in the store and it's not just about spoke volume on average a spoke has about 20 integration actions and so these are functionally rich automations all right let's take a look at some of the common use cases we're seeing at a broad set of our customers to give you an idea of what customers are doing what spokes are involved in the business outcomes that these automations are driving so we package integration hub into different uh different packages that um include different spokes and so what i've shown here are the bespoke packages that are really relevant to it service request automation and i've highlighted the spokes that really power the use cases that i'll talk about you can see the latest spokes by package at the url shown and this is updated monthly as new spokes are added and please note we also have a standard package for devops automation however this package is not super relevant to the use cases we're talking about today but we are seeing heavy adoption of the jira spoke in the standard package for example all right so let's take a look at some of the top use cases we're seeing at a broad range of customers today there are many more this is just a sample to get your ideas going around how to realize the benefits of process automation as broadly as possible for your iq service desk so password reset client software distribution uh resetting vdi uh in particular citrix sessions and automating system access requests to any number of different applications are among the top use cases in terms of requests and incident volume that we're seeing from clustering analytics running on customer instances microsoft teams creation automation is also an interesting use case that saves an unbelievable amount of time and i'll share a customer story on that but first let's take a look at password reset so according to gartner between 20 and 30 percent of all i.t tickets are for password reset alone most of the time these involve active directory azure active directory or sso platforms like octa and one login or other credential stores these external credential stores are where integration hub spokes come in and they're part of the end-to-end password reset solution that comes out of the box with itsm you can see how quickly calls and tickets into the service desk can add up in terms of objects for a ten thousand person org that's gonna add up to 300k a year in cost not even counting the cost of lost productivity on the requester side all of this cost can be automated away with servicenow password reset and send automation so here's a simplified view of the workflow automation for password reset the user is notified where they are in slack that their password's about to expire this would also work if the user was locked out they could proactively request a reset link in virtual age and slack the va conversation triggers the out of the box password reset workflow and as your ad sub flow and sends a reset link to the user where they can go to enter a new password patrick will demonstrate the actual user experience and automation in just a bit requests for new microsoft teams have exploded since the force changed to everyone working from home or otherwise remotely since covet hit in march before a request was entered in the service portal it could take days to complete now the end-to-end process including approvals and team formation can be automated and resolved in minutes this is what it looks like again a requested virtual agent opens a service catalog request item that triggers the back-end automation using azure ae teams graph api spokes and team spokes stakeholders get immediate approval requests on their mobile they swipe right to approve when the rest of it is taken care of right away by integration up again patrick will demo the actual user experience and under the hood back-end automation but first i want to talk about a specific customer american university who put this automation into production in march of this year so american university has uh the office of ic they served 4500 faculty and staff and over 13 000 students and they built this solution to automate requests from the faculty and staff so they could keep education going when proven 19 hit they fully automated 150 requests in the first month alone they reduced mean time to resolution from 29 hours to 8 minutes and they saved a full person week in the first month alone freeing up a full-time employee to focus on higher value more strategic work they fulfilled requests near instantaneously enabling work to continue uninterrupted and remote locations not only that but they also automated other routine system access requests to various applications of their faculty and staff use saving another 18 hours of opex a month and achieved 100 return on investment on their integration hub purchase in less than six months for access to one of those systems called star res in the meantime the resolution went from two days and eight hours to under five minutes it's a pretty awesome boost in the service experience so with that i want to pass it over to patrick who will give you the rundown on clustering analytics and how to identify your biggest object saving automation opportunities and then you'll demo no code automation for system access password reset and microsoft teams patrick it's all yours thanks mark so clustering analytics and no code automation demos i'm patrick boshman i'm one of the solutions architects here at servicenow looking forward to speaking with you today so at servicenow we designed a tool using our productive predictive intelligence capabilities to analyze your consumption on the servicenow platform and build a use case for automation within your environment that's also a lot of it leaders um and the problems are all the same i need to automate more whether that's a support activity routine service requests incidents like we're talking about today i need proactive customer care i need to shift from reacting to outages to predicting them i need to remediate security incidents or really any kind of incidents quicker and i need to reduce overall resolution time and increase nps i need to deliver the best support experience for my internal and external customers and the last one to go is servicenow is a magnificent tool in my environment i need to maximize the investment that i've already made to get additional value out of servicenow so the solution is to leverage the clustering solution to understand the automation uh capabilities within your environment it's going to work to identify automation use cases and va conversations that can deflect work within the environment it provides insights that are going to allow you to look for ways to improve service and deliver service at a higher level within your environment it's going to provide recommendations to reduce the volume of incidents in requests and cases requests in cases that cause manual effort within your environment and the last thing and probably the most impactful thing that's going to do it's going to produce a business case for investing in automation and automating things within your environment based off of the data within your environment so productive predictive analytics is uh the success process right the first thing we're going to do is we're going to clone one of your production instances down to sub craft intelligence on any table that produces work within your environment the common tables include incidents requests uh if you're using event management an icon and then any of your security and risk type work tables as well then we're going to analyze those results to identify automation candidates and we're going to create create remediation recommendations so you can automate those requests within your environment we're then going to extrapolate the results to understand what the total annual volume of that work is we'll take a blended labor rate within your environment to calculate a potential cost savings based off of the volume and duration and then last step is going to be providing that business case for you to share with your leadership on where you can use servicenow to automate work within this environment so i want to share with you a little bit of the output of uh of one of these clustering exercises that we've we've branded our customers um and we're gonna see the same things really across the board and some of the stuff we're talking about today right the password recess in the world the application access of the world processing events from things like aws all of those system generated events so we're going to understand what the source is is it event or is it a non-event in that game is it machine driven or is it something that my users are either requesting or putting manually in terms of incident we're then going to see the cluster size so this is actually the number of times this incident or request got put into the environment and then the duration is how long it takes to resolve this and typically these are resolved manually and obviously the short description we're then going to propose remediation recommendations and these are going to be around um using the servicenow capability that you may or may not already have to either create a virtual agent conversation this virtual agent conversation may say here's the link to the password reset but by doing that we've uh diverted that work from the service desk back to the person putting in that work into the environment and then we're going to tell you which supporting tools you need to have within your environment to satisfy that use case we're also going to assign a level of effort to it using the kind of a red yellow and a green the green is going to be your very quick win something that you can accomplish with a matter of weeks uh and then obviously red is going to be those longer term automation so you want to take the biggest swings that you talent automation within your environment first the last slide i want to apply i want to share with you on this is actually a business case that we've provided back to a customer around automation so the first was if we automate these things within your environment we're going to be able to save you 125 000 to 368 hours that you can save manually on manual effort and give that back to your fulfillers to work on complex problems within your organization and that time return um that's 5.1 to 10.3 million dollars in potential savings over the last five years and then we shared with this this leadership team the top five uh incident types in the top five requested item types for automation within your environment and once again those are going to be all around application access uh user rights management within the environment password reset type of activity um i think the most impactful you know conversation that this led to is the roi over a five year period so um we're talking about a 300 to 600 percent return on investment um a lot of years perked up at that point and then with a very very short payback period for um really any it projects which was 7.6 to 12.3 months so now i'm going to transfer into the demonstration environment so we can show you some some real world use cases on how you can actually create automation within your environment so just hold on here for just a moment so for our first demo we are going to onboard tomorrow to our organization we're going to select a user role in this user role we'll place tom in the correct groups as well as give him access to microsoft teams so he can collaborate with his group as well as place him on the correct distribution list for email so tom is going to be an individual contributor in group one and we'll go ahead and order his onboarding now now keep in mind this onboarding could also be part of a larger onboarding process fronted front ended by servicenow's hr service delivery application now let's take a look at tom's profile in azure active directory we'll notice that his profile has been created as well as group membership has been assigned we'll notice that tom is in group one and email distribution group one as part of his job role now let's open up our onboard user flow to see how it was created so this flow you'll notice has been triggered from the service catalog when we trigger a flow from the service catalog we then have access to all the variables that the user put in on the form on the service catalog item you'll notice that first name last name and job role now all become reusable data pills as part of the data pill picker the next thing that we're going to do is we're going to look up the job role records in a table in servicenow cmdb the reason for this is because this role table has additional attributes about the role for example the group membership and the email distribution lists that the user should be a part of we may extend this even further to automatically deploy software to the user's workstation or maybe create them a vdi environment we're then creating the user in azure active directory using our out of the box azure ad spoke in the create user action so his display name is always going to be first named last the user id is going to be first name dot last name at the domain we then create an email address and provide other information this is where we may provide additional attributes either from the service portal catalog item or the employee onboarding application we are then looking up the user records against the security groups in emails under the user role table we will then iterate through the list of groups that the user should be assigned to and add the user to our office 365 group by the id of the group this is a sub flow as it's a reusable piece of work that could be used for other processes the first thing that we need to do is we need to look up the group id by the group name when we look up that group id the spoke returns the group id of the group that the user should go in and then in step two we're taking that group id and we're adding the user to the group by the group id with our other input the user id at this point the workflow has completed and tom has successfully been onboarded so tom's been around for about 45 days or so now and he's working away in slack and then suddenly he gets a message tom your password will expire in 15 days please click the link below to reset your password thanks password reminder bot so at this point tom's pretty excited at his last job he would literally call the service desk every 90 days because he would always forget to change his password he clicks the link and he's brought to the servicenow password reset screen so he provides his old password and a new password slayerrocks123 it's change password oh does it meet password requirements let's add a hashtag at the end request in progress passwords change successfully now let's take a brief look at the flow that facilitates changing passwords and resetting passwords in your environments out of the box in the paris release servicenow password resets facilitates resetting passwords in an azure ad in a traditional on-premise active directory environment it can also be used to change the servicenow password too if you're using local servicenow authentication the password reset application gives you an easily extensible framework that you can build a flow like this one to really reset any password within your environment even if that application isn't integrated with active directory additionally password reset supports multi-factor authentication whether that's qa verification sms verification through twilio or authentication through google authenticator to provide for multi-factor authentication to validate the identity of the person requesting the password change or reset at this point things are going really well for tom yeah in fact he got a call from his manager that he's being promoted formerly tom was an individual contributor in group one he found out today he is being promoted to be the senior vice president of i.t now typically the user role change process requires a user's access to be removed and then a new set of active directory user groups exchange distribution groups maybe new applications need to be applied to that user's profile while this isn't a tricky job for a service desk agent or an access identity management person to do it does become rather time consuming and monotonous luckily servicenow and integration hub provide out-of-the-box folks to do some of these common user role change type activities now if we look at azure active directory at tom's profile in the groups he belongs to they should have changed yes rather than being in group one and being a member of email distribution one now that tom is the senior vice president of it he has access to all the groups as well as all the distribution lists now let's take a look at the user role change flow much like the user onboarding flow it's service catalog driven and contains reusable subflows within the master workflow you'll see this subflow will remove the user from the office 365 group by id first it's going to look up the group id then it's going to look up the user's user id and then it's going to remove that user from the group if we go back into the user role change master flow the next step in the process will be to add the user ids to the office 365 group by id since we had already created this reusable subflow as part of the onboarding process we simply had to consume it in the user role change flow now let's add another step in this process by sending an email to hr to let them know that the user role change has been completed we simply add an action and we'll look for email send email hr at company the subject is user has successfully changed roles and we could add a body to the email there so now we've changed our user role change process to include an email to hr after the role change process has been completed now that tom's role has successfully been changed to the senior vice president of it he'll need to create a microsoft team so his users can collaborate together he'll use the virtual agent to complete this request you would like a microsoft team what is the name of the team you'd like created times who should be a part of this team the virtual agent is smart enough to use intelligence to come up with logical members of tom's team he'll pick jamie in sales you'd like to add another member maybe bob in marketing and luke skywalker for good measure no what is the initial message you would like to post to the team team we will use this spot to collaborate across work streams now the virtual agent is putting in a service request to have the microsoft team created if we open up the service request we can see the status of the request in real time you'll notice that the request is approved and provisioning of the microsoft team has already started now let's take a look at microsoft teams will notice that tom's team has been created with jamie sales bob and marketing luke skywalker and tom himself lastly let's take a look at the flow we'll notice that it is a service catalog triggered flow but instead of using the traditional service catalog we use the now virtual agent to create the catalog item then we're pulling in the catalog items from the variables we're iterating through the list of users that should be in a team if the user isn't a manager we'll go ahead and ask for approval and then we'll bounce into our create ms team subflow as well as add each member of the team to the office 365 group so they can become a member of the microsoft team we will then update the requested item record and close out the request this concludes the demo portion of today's presentation with that i'll hand it back over to martin for closing remarks and to facilitate q a thanks everyone [Music] all right [Music] there's a okay great thank you thanks patrick awesome job um so yeah real quick just just wanted to recap with um with two takeaways um you know real simple uh first off you know you can you can really drive substantial and meaningful uh optic savings with uh no code automations using integration hub and flow designer again extending that front-end automation that you may already have with virtual agent uh to trigger those back end uh workflow automations um so you know a tremendous opportunity here to really deliver on that that kpi or that metric that um you know we're hearing from a broad range of cios and secondly you know to really um ask your account exec about the clustering analytics solution that patrick uh talked about uh this will give you a customized uh lead out on what your you know your biggest uh roi reduction opportunities are in terms of your your specific uh request incident and service desk call data i also encourage you to check out um in the resources uh the itsm automation webinar series uh it's a bit of a deeper dive and really you know shows you how to effectively prioritize and roll out an automation program at your organization so with that um i see we've got a few questions so uh patrick let's uh let's see what we can uh what we can do here i'll lead them out and we'll see who can answer them so the first one we have is um for the password reset are you able to show how people are able to reset if they forgot the password um yeah go ahead yeah so we probably gonna be able to show it live tonight there's a couple experiences there that we offer help um one of which would be at the windows lock screen right um we can actually allow the user to reset their password um there the other kind of experience for your users which this only really works if you're if your customer's still able to either authenticate into servicenow or you have a publicly accessible page you can there is a there's actually a password reset screen that we can provide writing service now um not so relevant included signs um i did this at the former organization i used to work for before i came over to servicenow we did have password um you know reset uh sort of uh portals if you will just deployed um throughout the various floors and different service desks at our organization um and then there are some other creative ways that you can you can do this uh with sms and techniques as well but they aren't so much out of the box i hope that helps yeah so you know bottom line is yeah we can absolutely support the lockout scenario or the expired password scenario um thanks patrick um next question password reset does it work with octa as well um so i'll take a crack at just maybe the beginning and patrick you can you can maybe complete the answer but um we do have an off the spoke that has a password reset function or action in it um and so you can use that spoke to kind of extend our out of the box password reset um uh to to you know reset off to passwords so short answer is yes patrick any any other comments on that no i i think you hit the mail on the head there right password reset um out of the box supports azure ada local service now but it's highly extensible right and it's just a framework you could easily consume that octaspo um the same way that in the demo we were consuming the azure av stove for and password recently consumed the ad scope um you can basically switch out those activities and you could add resetting the octa password um into that process cool all right uh here's here's a challenging one at least for me maybe not for you patrick so uh is it possible to use immigration hub and spokes with on-prem servicenow platform so i am not a hundred percent sure that i have talked to a customer and i believe that you can use integration hub with an on-trend service now platform um on-premise does you know obviously um i'm guessing throughout if you're you're working an on-prem environment there are certain challenges around mandating an onsen service now environment so if you don't mind i'm actually going to take your specific answer back to the uh your questions after the product team and i'll uh obviously answer via email if there are any actual technical limitations to it sounds sounds good uh we will be sure to follow up on that um all right next one when you say that you have a hundred spokes in the store they purchased on a one-off basis or of all of them available with an integration app subscription yeah great question so i did cover briefly the packages uh so spokes are are grouped into packages there's a starter package which is actually free uh for everyone so you can go into production with um you know slack with teams with um with twilio with zoom um you know that's what that's a free starter package and then from there we kind of group it into devops which is the standard uh productivity and identity which is the professional package and then the enterprise package at the top end which is uh you're kind of your core systems of record things like sap dynamics crm workday hr oracle financials et cetera et cetera docusign is another key one in the enterprise package uh adobe as well and um the the uh standard professional and enterprise packages do require a separate subscription so hopefully that answers that one uh let's see is there anything i can do with workflow orchestration that i cannot do with flow designer and integration great question again patrick i'll take a crack at it and you know correct me or complete the answer as needed so since um since roughly madrid uh we we've just made tremendous investment in integration hub and flow designer to really you know uh bring them to an enterprise great solution um and the the answer is that we've effectively you know uh surpassed uh the legacy orchestration and flow designer you know as of new york i'd say um or at least kind of you know evened it out and and obviously delivered a lot more but but delivered all of that legacy functionality in new york and then since then uh in orlando and then in paris uh you know in two weeks or whatever when it when it releases to market launch i think we'll be well beyond that so i would say that you know there might be if you look really really if you dug really really deep uh and you know you might be able to find a corner case or two that you could do with work with the legacy workflow orchestration but but effectively and for all intents and purposes we've gone well beyond that in terms of the capabilities that we're now delivering and flow designer integration help patrick anything to add to that no i think that was great um the only thing i might add is at this point right um it makes a lot of sense for especially net new workflows to begin developing them on integration hub and flow designer you know for the reasons you just outlined mark yeah that's great actually i'm glad you brought that up so let me let me just that that caused me to think of something else um you know a best practice that we recommend to to you know orchestration customers that have in production is to not rewrite those those automations right so you can actually bring those forward uh you can trigger those from flow designer and you don't have to rewrite them and we actually recommend that you don't rewrite them but as patrick said for for new automations we absolutely recommend um that you you use these new tools integration of the flow design all right um let's see um uh patrick this one's going to go to you so website errors and error details are emailed to the help desk group help desk opens a service now ticket for the web team how can we automate that workflow so so i think we can take the swivel chair right out of it right website errors out we email dsl to the health master have those area details um email to servicenow we can process that email right through integration hub and flow designer and we can create meaningful work for an engineer to look at or maybe a dev team to look at um using an integration problem or optimal designer flow i'll take that a step further is um maybe you have some sort of remediation in place right or you need to connect to another system maybe the development team merchandise for example so i think there's a lot of um you know without understanding the very specifics of the situation in oscar if you want to email me i'm certainly happy to talk it over with you um i think there's a lot of room for automation within that process cool yeah absolutely the email triggers are um are key to that all right um cool so next one uh this is definitely for you patrick what is the error handling within integration hub and flow designer is there a task created or some way to monitor when an integration or an automation fails yeah so there is absolutely built-in um error logging inside of integration however co-designer we don't have any out of the box workflows that create a ticket when an automation fails having done this in practice um rather than looking at that like kind of globally in terms of integration hub i would always recommend architecting um you know maybe even a failure subflow right so it's reusable but should a step fail hey why don't you create a ticket for the automation team another best practice there is does black box automation so if something fails um you know don't just have the service request get closed out incomplete right reassign that service request to a user so they can um you know obviously take care of the work manually and then work with the automation team to investigate the failure all right um this next one's for me our integration hub and flow design are separate skus but designed to be used together the answer to that is yes um they are separate skews so there's a couple of things here so flow designer is actually available to everyone the only time that you need to purchase a skewer to use floor designers if you're going to use a lot of custom tables or create a lot of custom tables in your automations in that case you would purchase the app engine sku so flow designer is you know when you need those custom tables is part of the app engine sku uh integration hub is its own uh set of skills as i talked about with the um the starter the standard the professional and the enterprise packages there's also a um password reset limited package if if all you need is password reset or you just want to start with password reset there's a dedicated package for that and then there's transaction add-on packs we've we've um we've set the pricing and the transaction level such that uh really to make it a non-issue for 95 of customers so um the transactions that you get are really high with with each package for example with the starter package you get a million transactions um and so it should be a non-issue for again most customers but there are add-on packs for for power users uh let's see uh anything else um is there any prescriptive guidance that you can provide on how to get started with automation that will be impactful to my organization and where do you see your customers starting first patrick i'll direct that one to you so i would say right if you can use your own data to do that analysis in clustering analytics and uh predictive intelligence is going to be the tool to help you do that analysis um i can speak for what we see from most of our uh customers right and the stuff we went on when it went across today it's going to be those low effort uh heavy hitting lots of ticket sort of requests and that's always going to be around exchange distribution list where i need access to this folder um i need my password reset so i think a lot of what we shared today are going to be where we recommend you get started to build that automation center of excellence in your organization all right great and then this is the last one we'll take does integration hud give you the ability to create custom spokes that want to automate something that servicenow doesn't provide out of the box patrick you want to take that one yeah yeah i'm guessing that came from maybe maybe an orchestration customer where we didn't provide a lot of out-of-the-box folks but you have the capabilities to run a powershell command run an ssh command or integrate with an address api we didn't take any of those capabilities away um if not we've actually made them significantly easier within integration hub you absolutely can so i always tell customers anything with a command line interface or an api interface we can automate within servicenow all right well i think that that wraps it up where we're coming up to the top of the hour as they say so just want to thank everybody uh for taking the time to spend with us here today we hope that we've provided some value some actionable insights and a way to start off or to kick off your automation projects uh feel free to reach out to either of us with any any more questions and make sure to check out the resources again that itsm automation webinar series is a bit of a deeper dive and offers some of that prescriptive guidance on how to get started so uh so thank you and have a great day everybody thanks everyone you