all right we're going to go ahead and get started uh thank you everybody for joining uh this week's Digital Services Forum session uh today's August 28th and tonight today's topic is talking about value stream uh so right now it's it's a fairly new subject for for us here at service now uh although we know it's been around for a while in business architecture so those of you who have a business architecture background you might be familiar with this uh what I'm going to do is show you how uh service Nows leveraging value streams to best align our capabilities to our customers vision and strategy uh so we'll go ahead and get started and I'm here uh with my colleague Charles Bartley who's going to be monitoring the chat so if there's any questions uh you can uh go ahead and put them in the in the chat and then we'll address them as we go uh we'll leave a few minutes at the end for Q&A so that uh folks can can ask the questions and then we also uh through the Forum you can ask questions on the Forum itself and we'll get back to you uh as soon as possible so again thank you very much and let's go on we'll move forward so welcome to new members uh you know those who are new to The Forum welcome go ahead and put if you want your name uh and your title in the uh chat when you get a chance if you want to do that um but yeah we're really happy to have you looking forward to working with you and um hopefully you'll get a lot out of these SS so thank you for being a member so what are we about just a quick overview uh really want to be the leader in digital transformation thought leadership is really the goal here so we bring subjects to uh our members that are most relevant to them we leave these sessions very interactive we like to hear from our members um you know live as much as possible and and interact with each other as well uh that's how we all learn together as we go through these transformation that we're all going through uh we do have papers and uh we have a demo instance as well in some of the sessions you'll see we'll do demos of certain products and capabilities uh we do Host this as the Enterprise architect team so uh this is run by the service now EA team uh internally and we do bi-weekly sessions uh we do web meetings we we also do uh other special events but you'll find all that information in the Forum all right so today's agenda is really about the value stream I'm the speaker today uh but I do want to call out a couple key contributors uh first uh Peter Rellis who really brought this whole concept to us uh he his his work at GE and you know using lean and working on business architecture has really helped bring some of this these Concepts to service now and how we're addressing our customer strategy so I want to thank BR uh Peter and then Bruce frck is our manager so he manages the Enterprise architect team in the East who's been you know a Pioneer to help drive this across the service now organization so I do want to call them them out two as two key players in this all right so let's go forward so let's start out what is a value stream so right now uh when we look at it uh there's a number of different definitions out there but basically business activities happen across the Enterprise right so from a digital perspective you have customers and employees and you have activities that need to happen in order to deliver products and services to them so what we're doing is with a value stream we're breaking that up into pieces and allowing us to focus specific uh products and services uh to the business value that they that they drive so that's really the goal here and there are some key ones there are a whole bunch of these uh but I wanted to focus on these seven right here because they probably are most relevant to the customers that service now uh is dealing with and what we'll do is go through uh an example so the the agenda will be just a highle overview uh we'll go through an example of vision and strategy and then I'll go into detect to correct the top one uh and show you some detail as to how we uh do the mapping how we look at these activities Within These value streams and how we align service now capabilities to those okay so here's an example Vision align so we always start with this we want to understand where our customer is going uh with their digital transformation in their strategy so we always start out with a corporate strategic theme you know where are they going as a company and then from there depending on the Persona the C- level Persona in this case it's a CIO so these these uh imperatives are really aligned to it but it does not have to limit itself to that we would be there are values streams that are outside of it that we also address of course because service now being an Enterprise platform you know we're we're significantly uh expanding outside of it um most of our customers don't even realize that yet so so uh it's something that we're very passionate about definitely communicating and there are value streams that we work on as well here but this is an example of one where we have the CIO strategic imperatives so we start with this uh and then the key really is then what are we how do we best align the value streams to those imperatives so right now we're T this is a different view of that previous slide it's a simpler view but basically making sure that these value streams are aligned to the imperatives and I'll go into what they are individually uh so that it'll make sense as to how these imperatives align but like for instance with you know detect a correct if you want to modernize your platforms if you're trying to be you know if you're trying to get more uh resiliency in your in your environment you're detect to correct is really where uh you're going to start because you want to detect a problem and correct it and there are multiple things that have to happen in between in order to deliver that so where to service now best align and that's where we're trying to get to here but you can see we cross multiple value streams when it with we look at a customer strategic imperatives from strategy to portfolio acquisition to disposal which is really all about Asset Management strategy to portfolio being about portfolio management and uh demand management looking at uh how you're delivering products ideation to product you know an idea going from an idea to a product that's all about strategy to portfolio risk remed remediation all about risk right detecting problems detecting risks uh being able to apply the the policies uh and the uh risk profile of a customer across the Enterprise and being able to apply that uh request of fulfillment it's all about how uh users and customers requests products to uh to you and and so that's what that's all about so these are some of the key ones as well um so when I go to this this is one thing that I create uh when I do my value stream alignment so now we're starting to get into where are the value streams that best align to the customers's Strategic imperatives right so and this is a little bit subjective because uh multiple there might be multiple value streams as you can see here per imperative uh and what we do uh and again this is based on looking at where we see the most alignment and then we look at it uh vertically uh so then you once you see vertically you see in this example detect a correct really does cross all of these which is something we see a lot in especially in an IT CIO specific our vision is that you see many times customers struggle with that part they're doing it but they have manual processes in between they may be detecting a problem and correcting it but it's taking a lot longer it's very inefficient so service now really addresses that through our itom capabilities uh and others but that their detector correct primarily focuses on so again just trying to make that alignment here and really taking the discussion away from the specific product right because we we're finding that you know because service now is such a strategic platform for many of our customers when we go in and talk about an individual product without the right context it's very difficult for our customers to understand how it plays in the overall strategy so and and that is hard for executives as well as they're trying to make make a decision okay how do I best align this technology to where we're going and why does it matter to me so the whole goal of this is really to elevate the discussion to say look you know you detect a correct is going to address multiple it's going to have multiple challenges multiple uh capabilities that have to be addressed so let's talk about you know how we address detector correct and then we talk about the capabilities that need to to deliver it and some of those might be from service now and some of might not be because you know of course the the mobile Enterprise you might already have technology so there might be integration that we need to look at as well so those those are starting these these Deep dive discussions with our customers really getting into the details uh in these subsequent slides but you'll see here these are the main ones and within these uh you know we have the stages so there are stages within the value stream uh each one has its own unique stages and then there are certain outcomes that are expected uh when you deliver to those stages so this is what this is showing and we have these for each one of the value streams that we address and this is how we start to uh align our capabilities to the value streams and to the customer strategic Vision so you can see here you know as we look at these we start to pull out the outcomes and and we go back and align those outcomes to the imperatives that the customer asking for and ensure that we're addressing and that's how we align uh the vision and strategy and the customers outcomes to what we're trying to do with the value streams and with our our capabilities that align to it so you can see here with detector correct which is one of the main ones and I'll go into a detail of that one because I'm going to take one of these value streams detect a correct and we'll go into detail uh as to how we would actually um assess uh where the the road map needs to go based on that uh and and what are the outcomes but these are the key ones that we talked about here and again we have prescriptive guidance on each one of these as well so depending on what Persona as I mentioned would be determining which which value stream but in this case the customer is using multiple value streams so now with detector correct uh I I'll just go into a little bit more detail about it um it's all about detecting and correcting incidents resolving problems uh reducing downtime uh and continual Improvement so if you think about that higher level it's not just about cmdb and itom and Discovery this covers much more than that so when we talk to our customers and say you want you really want to try to detect a problem and correct it in the most efficient way leveraging gen leveraging automation to in order to streamline that process and make it more efficient and also make it more effective so that's the goal of this is to take these what I would call stages right these are stages and then within them there are activities in stages and each one of those activities has a specific outcome that service now can align to so so that's how we address this so detect a correct is one we'll go into detail about you can see here there's a number of activities under each stage and this is where we begin to start to align service now capabilities uh to the to the value streams we create a uh a one-page summary uh as part of the the the workshops that we do so we'll actually look at what what projects What description of the projects the benefits of what we're trying to do who you know who are the people we're working with and what are the solutions that we think are most aligned to detect or correct in their situation now remember some customers cers already have capability so this isn't about all net new it's about looking at what you're already delivering and if you're delivering it with the most value today and then what are the incremental gaps or needs in order to truly address detect a correct and the benefits and outcomes so that's where we start with what you currently have and then we'll work to to define the the um where we have gaps in that in that uh in those capabilities and so this is a detailed summary of the activities inside of each Act each stage and this is where we start to look at as I mentioned how service now capabilities start to align in each stage when we look at this this is the starting point of where I would then take as an architect working with the customer to say you know service now you know specific functionalities like AI Ops uh cmdb capabilities Advanced um Discovery uh you know um various areas of gen that might be able to help some of this all is going to be in play and we're going to go through and actually identify show you on a subsequent slide where service now capabilities would align to these but this is the these are the activities that we see end to end from detect to correct and so this is a Hol a holistic view of what customers are really trying to do and then we're best aligning to that based on uh where our capabilities uh address it and then this is uh a another view so we start to look at as it's based on those uh stages again but now what what do you have now what's next and what's last and this is where we begin to through the workshops and through starting to do the analysis when we look at at this slide and we start to address these these activities what are the capabilities now that you either you already own or don't own yet or have say you own them and they're partially deployed or not deployed those are things we can start to call out here and say okay this this starts to roll out your road map so essentially that's what we're trying to get to is instead of talking to each individual product in its ability how does it address the phase that we're in and the the stage that we're in and then what phase and and in what um timeline are you going to deliver it and so that's what we're looking at here what what's first what's next and what's last hey Jason we got a request can you turn off the uh real time subtitles because people can't read the slides it's taken up too much screen oh sure thank you is that better much okay great uh so let's see so let me uh I'll get rid of that as well so any any questions again feel free to jump in the chat uh but but again this is uh where we begin the the discussion of the alignment in the in the technology road maps uh that we're creating for our customers and then this is a simpler version but it it starts to talk more about uh how in what areas so you know again what are the individual functions within the workflows and when do when do they come in for detect to correct and this would vary based on again what customer already has what do they what do they have deployed and how are they deploying it but we work together with them to Define that here's an example of an architecture for detected correct so you can see primarily it itom cmdb itsm but you can see in the color coding where you see event management so these different monitoring sources and then you're touching event cmdb and you're alerting aggregating and then doing service mapping to understand where the dependencies of your business applications are and ultimately Incident Management is and escalation ultimately change management but you can see where you're touching various capabilities and workflows when it comes to detect to correct and we Define these with our customers and under understand what those sources are how you're doing this today and then we call out where uh where there are gaps in the in the solution here's what we look at with when we're looking at uh outcomes and results for delivery so this is typically what we see uh in the first first few months you know we're we're trying to Define uh the critical service incidents the problems uh in understanding where the value stream and where the capabilities are uh but we go into details about the outcomes and the results per each phase uh and this is helping uh Define the road map in further detail so that we know where where are the milestones and outcomes for each one of these uh and that and that helps us Define you know where we're ultimately going to go and how how best we're going to deliver it and here's a different example so you can see at the left the programs uh which we call those are the value streams and each one has capability as well as workflows that align to it and so you'll see now we start to phase it in by by timeline and then the outcomes to the far right and again this brings it all together so all of the different uh value streams we're talking about we bring it all together into a single View and then we work with our customers to determine what is the priority of these right so so again it's all about prioritization and timing and ultimately what our customers can deliver at what phase but that's what determines where these lines end up in the in the capability road map and then here's a different view more more on the workflow so you can see by value stream we're looking at which capabilities and workflows go into which phase it's just a different view of the previous slide a little bit easier to view but more focused on the outcomes to the right so and then we try to color code this a little bit do you own some of this in this in this example the customer had these these functions already um and then they they anything in green uh is new cap ability and then anything in the blue color is either an upgrade or a um a new enhancement that is needed okay so what's a recipe for Success all about training and building the team uh we work with our customers to help at least Define what we're trying to do with the value streams what it means to them we do have some initial sessions uh and then we'll break it out into value stream and have different um work streams for those to actually go through them in detail and then we bring it all together in the end all about continual Improvement all about elevating the discussion away from products and more on the the holistic view of what we're really trying to accomplish with a customer together and uh we've seen a lot of value with this with other customers uh We've we've um it's again a fairly new concept here at service now but we're definitely um seeing the the benefit because of the fact that our our platform is an Enterprise wide platform that can touch multiple areas of a digital transformation even outside of it these kinds of discussions and alignments are very important for our customers so they can get a bigger picture of what we're really trying to do so so again that's that's the end of the piece for Value stream um what I do want to say is that the EA team uh we we do this as part of our uh deliverables um it's part of what we call the lean uh the leap process so what we call Vision alignment um within that we talk more about value streams and what it means for our customers but you can see all these different areas will deliver uh results and outputs depending on where you are in your transformation and then this is a vision to blueprint engagement that we typically go through and we have prescriptive guidance on what we do with our value stream workshops as I mentioned uh going through each each one doing the alignment and bringing it all together into a technology and strategic road map for our customers and then uh so we really want to work with you um uh I would say if you have any questions uh you know engage your account executive you can also uh you can get information from uh the Digital Services Forum we will post all the content here there uh for you to see and uh in leverage and then you can also put your questions in the Forum itself and we'll get back to um uh when you can so leave it open now for questions I know that was uh a quick overview you and uh we can delve into some different areas as needed so um do we have any questions Charles in the yeah we've got one uh Liliana do you w to come off mute and ask your question sure I was just curious on one of the previous slides where um you had build the team is if specifics and details were available around those roles um to help organizations understand how they need to approach this value stream yes we do and and one of the things if you look at uh what I'll do is I'll show so this operating model uh governance and best practices is one of the components that comes together to deliver this and that is looking at your organization the roles you have around the platform uh and then what are the governance components and best practices and we try to align that and figure out where they Gap so that is a different engagement that can be done but it's it's something that we do as EAS I spent a lot of time on this uh actually helping customers Define their operating model you know especially as you scale outside of it it's something that we we spend a lot of time on and in this sense with value streams it's really important because you're needing to Pro provide the right roles uh and phasing those uh phasing that implementation appropriately um and if you're bringing in teams outside of your typical it team it's important to know how you want them to work you know what are the guard rails you want those teams to have do you want to delegate work to them as an example like if you're bringing in HR or customer service um usually some of our customers want their those teams want some level of autonomy to do work in the platform so that's where we start to talk about those roles thank you by that's awesome I look forward to that awesome Yep good any other questions there yeah there's another one around uh what do we ask our account executive if we want this type of Workshop to happen yeah I mean just I would reach out to them uh we do obviously you know we're a limited team so uh so what we do is we'll we'll work with you to prioritize uh how we how we do that um and and just get it on a calendar but that's how I would start is just work with your account rep and uh and let them know you're interested and then we can go ahead and prioritize it from there interested specifically in a value stream Workshop or a lean Workshop yep correct and you can see here when when I walk through the presentation you know we really touch all of these so when we start with you know we're starting with strategy and vision we're creating a transformation road map we're addressing the operating model but we're doing it now in a value stream framework which which makes sense versus it being just a typical single product framework which I think is where the difference is and as you go to your Executives to uh present this they don't care about the individual product in most cases right they they don't care about Discovery they they care about the you know the result so when we talk value streams with them they get that part okay I'm actually trying to strategy to portfolio or ideation to product you know we're trying to streamline that we need to do it faster we need to get better Roi we need to have the right resources so what do we need for that and so we're having that discussion and at the end we can then say these are the capabilities you need to address that value stream but we don't talk about the product first and then how it aligns to the value it's now here's what you're trying to do these are the six products you need some of them you already own and some of them you might need or some of them you might own and not have yet deployed but we'll look at that holistic View and then provide a solution I'll jump in with just one of the things that I really love about value stream based approach is you're looking at the end to end process set of processes so you really address waste and you can really address um not throwing a problem from one product team over the fence to another product team gamesmanship that sort of thing you're focusing on those business outcomes of the value stream po so this is just one of my most commonly used tools yeah agree this this is Rob speaking that's typically what people try they say I want to improve maybe inant management or monitoring but it's not about improving the separate parts of the value stream but that end to end like not just incident it's also seem to be dependencies as you mentioned monitoring Knowledge Management there are a lot of things connected to improve from detect to correct which is requires a lot of processes and components to be improved correct well it's about your Dev teams as much like tying them in with the world too like how do we know what you just deployed development team right how do we manage that uh is it being monitored it when it breaks how will you know like it's that end to end responsibility and it stop it helps address tribalism and it helps address well that's somebody else's problem and it's like no we're all not achieving our outcomes because we're not taking a holistic approach agreed and when we go through these you know we can actually walk through these bullets for each for each stage of the value stream and you there's Technologies there's people and processes on each one and some of them are being delivered by service now now but some aren't so you know then you did then you could start to look at this and say well we don't we're not really doing this very well or we're using this technology to close all these records incorrect but you know or we have a different set of we we have multiple you know multiple Technologies doing this or we're doing it manually um so those are the things we want to call out because the idea of this is to streamline it so the whole the whole outcome is to reduce the time it takes to detect to correct and and to do that in the most efficient way so you don't need extra people and extra processes you want to streamline the process make it more efficient and ultimately speed it up and when you look at this that's really the goal here and so when we talk about it like that you know when we start talking about these and I'll go back to this you know like that it becomes easier for the Layman and an executive who needs to make a decision like why are we why are we when you come to them with just one product it's like well what does that mean you know and so it this gives it meaning and context and I think that's where I think the value is for for us but also for our customers because we're we're able to then directly and decisively align our capabilities to where they're going and where their business is aligned and that's you know our goal is not to to to sell something that you don't need I mean the goal is to make sure we're aligning right where you're at in your transformation so that we can provide more value down the road so so any other questions Charles it looks like uh there's a question about is there a do-it-yourself road map that we could follow in partnership with our account reps if we have trained process Professionals in the org we do have the the documentation I know uh Bruce and Peter in the team are working on finalizing the the assets uh that would allow at least you to follow along uh with some of the best practices so yes we will have some guidance there but again I would work with your rep to uh to find out more and you know we do have a ton of as I mentioned reference architectures and customer examples where we've done this that can definitely get you started I I'll just put nothing proprietary to service now like this is business architecture and so uh I know John's presented in the past around the business architecture Guild and he's brought guests in if you want to go look back at some of those um resources they've got a lot of information on how to map value streams business capabilities processes Etc and we're taking a piece of all that it's it's a almost simplifying it I mean you know and and and aligning it directly to what we're trying to do so we are tailoring it a little bit but yes it's exactly built on that uh we've had a couple different sessions there and I know um I'm you know we do want to bring uh Peter and the team in as well hopefully sometime in October to actually go into deep dives into this uh you know so so they can actually go into real deep deep detail on a couple key customers uh that we went through so um hopefully we'll be able to have that session sometime in the fall but um you'll see a lot more on this uh because of the EA team is really focused on as I mentioned you know Bruce has been really a Pioneer here trying to drive this into the organization uh educating our sales teams educating uh our internal folks on the value of this with our customers and then actually doing the workshop so so we've had some good success there and of course Charles you've been involved a lot as well just having the background in business architecture uh so so definitely a lot of momentum there this is really good stuff when do you expect um EA to publish those docs uh I I actually I think they're getting close so there's um I I believe and again I don't want to commit to a time but uh by Q uh we should have the early Q4 and the Q3 Q4 we should have yeah we need about a month Jason probably about a month out okay yeah so I don't want to commit to that but I know that there are some uh some documents coming out that'll finalize this and make it customer presentable which again that's all and we do want to encourage our customers to leverage the documents uh you know and and use them because I think you know obviously the e team can help guide our customers but for us to to actually run workshops for all of them it's difficult we're a small team uh but definitely want to work with your AE work with your your account team and we'll definitely prioritize uh working this with you so thanks a lot yeah any other questions that's all from the Forum comments all right well let me go back to the end here uh just a quick reminder for everyone when I go back see we'll go through here so I do want to remind you uh to join the community I I think you all should be members but these are the that's the link so when you go in you can put your questions in there you can sign up for future SS as well uh all the content uh that we have will post there there will be a video as well um so uh once John gets back we'll work with him to to you know publish the Assets in there and then again we encourage you highly to put feedback in and uh we always improve we're always trying to improve the Forum improve our content so feel free to to put any comments in there you can also reach out to John and myself via email uh but again thank you for the time today uh really appreciate it and have a great rest of your day thanks this was great oh you're welcome thank you have a good day bye bye you too great job Jason and Charles thanks appreciate it hey Shane don't be a stranger to the Digital Services forum J Jason great job really appreciated this um very concise way to help people find what they need I really would like a copy of the PowerPoint I know you guys claim to post it but the only thing I can ever see in that blog is the YouTube video and is there a way to get the actual PowerPoint or a PDF of it yeah there is and I I'll work with with Bruce and Peter because I want to make sure we get you guys the right content and the publishable content uh most of the stuff all the stuff that I showed here is is presentable customer presentes nothing's proprietary so uh so that should be okay but again I'll work with them just to make sure I just want to make sure uh I publish the right information so but yes yeah any idea when when when this will actually be up uh the as soon as John gets back early next week we'll have the content from this particular presid presentation in PDF format and then I'll also have the video uh he'll do some editing to the video depending so um but that only takes a couple days so I expect it to be early next week well with the holiday maybe a little bit later but yeah not not too long we should have the content from this session out there uh next week to The Forum and look there's posts for every meeting that we have and if you drill into the past post you'll see the YouTube video there but below that you'll see a link and it'll have it to the PowerPoint directly and it requires a password to log in to get to that PDF so I don't have that password I think it's just the Dig logging into the digital service uh into the service now Community the site requires a password enter your password here so okay it was that the link that's here is it is that what you're trying to get into the The Forum link yeah you go there it takes you to that screen capture of all the different um recordings you guys have ever done and and then if you want the actual PDF um when you drill down on one of those trials and tribulations whatever there'll be a link that he's talking about but that one is locked down okay so I think all you've got to do is that login button that's in the upper right hand corner if you don't have a service now Community account you can create one just with your work add email address there's nothing that complex about it um and then once you you've logged in I think it lets you download them yeah I've had one for five years but it's not letting me in oh well okay we'll look into that yeah look so anyway that's why I'm taking a minute to ask you for the actual PDF yeah no worries if you wanna yeah you can post a comment in the Forum just I know you can do that and then that comes to me and John and Charles uh so we actually get a notice of it just to remind us and then we'll get you the we'll get you I can get you the Powerpoint directly okay thank you appreciate it have a great day all right thank you