[Music] hi everyone welcome to Glide fast on air I'm Lauren Jankowski the marketing specialist here at glide paths and I'll be moderating today's webinar how servicenow training increases user adoption glide path style I'm excited to introduce to you today your your presenter Alex Darby the director of training here at Glide fast before we get started I'd like to give you some background information on Glide fast consulting we are a consulting firm that is dedicated exclusively to ServiceNow and as an elite ServiceNow partner our expert team of developers and architects have worked on both sides of the table on the customer side and the consulting side our company was founded by ServiceNow architects and we're proud to have a team of over a hundred experienced consultants an average CSAT score of a nine point six and many more accolades as you can see here will be monitoring the Q&A throughout today's session so please send in any questions as they arise and we'll do our best to answer them as another perk of attending today's webinar we'll be giving away a $50 Visa gift card we'll announce the winner for that of that at the end so make sure you stay on now I'd like to hand things over to our director of training Alex Darby so I'm Alex Darby director of training for Glide fast our agenda today will be to cover what Glide fast offers from a training perspective how do we do that differently what were the results of that this recent implementation of a methodology that we've come up with and then how much do you save by investing in trainings so we offer two different kinds of training mostly but we're open to any ideas about how you'd like to train on really anything ServiceNow related we have empowerment training which usually is at the beginning of an implementation then we have adoption training which is really training the people who ServiceNow was bought for the process users and the end users more towards go live of your implementation now there are a lot of ServiceNow partners and also ServiceNow general who offer these but how do we do it differently what's the glide math glide fast methodology that makes this different right and then that really is methodology I've been focusing on for about the last quarter I've had a little bit of time to focus my not being able to go anywhere and then what were the results of that how are students reacting to this new methodology and then what do we save right what is the ROI on arch investment training is more money plain and simple but then how does that save us money in the end don't be afraid to invest the money to save the money later and then of course we'll do a Q&A session at the end and discuss the winner of the big money they'll also figure out what's wrong with my little sad friend over here I'm hoping that he's not already bored with my presentation it's just a first slide buddy all right so empowerment training this is at the beginning of the training and at any point in the ServiceNow life life cycle this is for your administrators your process owners your key stakeholders to be able to learn ServiceNow out-of-the-box we prefer to call that the base installation and what we do is guide you through both the free and paid trainings that are available from the amazing ServiceNow training and certification organizations or taco we drive user adoption by training your process owners your administrators and a process owner is someone who comes up with the incident management process or someone who owns the change management process or problem management process or a configuration manager for the CMDB and we really want them to understand how ServiceNow work so we can work with them together to drive the end user or the process user to adopt ServiceNow willingly and happily rather than the organization happen to force people to use them and then also along that path we really want to identify any administrators that it could become developers in your organization and define what your roadmap is for ServiceNow and what we can do to train to achieve that roadmap which can be saving on partner fees hopefully none of my imagined management is on but one of our goals is to actually allow you to do ServiceNow in-house through training and then reach out to glide fast consulting or our sister company fair code and do have us do the heavy lifting have us do the integrations so how do we approach this we usually do an overview write anybody who wants to come within your organization one to two hours seminar style like this overview of ServiceNow and then we focus on the platform what the ServiceNow do baseline without any applications on it how do you build a table how do you create a field what's a business rule what's the CMDB and that can be fundamental level approach or all the way to advance again depending on your roadmap and what resources you want to use internally then through your requirements and the implementation we decide what applications are going to use do you need to H our application do you need customer service management do you need discovery item products and then we teach you the fundamentals of those either ourselves or we enlist the help of the ServiceNow training department which has been around for years excellent training coming out of them which is really the basis for all of our important Powerman training and that's always implementation specific so out of these three levels of training we also want to identify your resources one of the most important things in a ServiceNow implementation is who's the admin who's the process owner right that could become an application administrator who's the business user the Fred Lodi dream right who's the business owner who can then develop and ServiceNow who are your process owners overall who are the management who are going to consume reports right the management's probably the one who made the executive decision on to buy ServiceNow how do they interact with ServiceNow to get their proof of value to see the number of incidents created the resolution time reduced and then of course your audience's who's your process and your end-users so how do we achieve all this right how do we do this empowerment we work with service now of course service now one of the 2019 top IT training companies of last year on the watch list for training industry magazine and then you can't argue with these statistics right 315 plus different courses and certifications on now learning which is their one-stop-shop for all learning and service now most of those probably 250 to 275 or free and online and available we just help you guide through that process based on your needs from the implementation this is amazing right nine point four out of ten average customer CSAT rating for all classes taught by an instructor for ServiceNow forever ever since the organization existed which is in its eighth or ninth year or tenth year and how long it's been around and a friend of mine named Andy Howe who's part of that organization he likes to say if you get a nine if you get a nine out of ten on a CSAT rating as a as a instructor for service now he pretty down the average a nine out of ten so simply amazing organization and instructor-led classes coming in out of there and then their knowledge right 36,000 classes taught in 2019 alone 36,000 excuse me students thought in 2019 alone so we piggyback on that and we add to it here at Glide fast consulting so that's empowerment right that's at the beginning of the implementation and then in the adoption right during the actual go live or right before the go live we trained that end users which she should require very little training now end users somebody who's consuming the service or who's ordering the product through sir they should Shopping design through their service portal which is one of the things that glide fast consulting has experience in is actually experts in the service portal that should relatively be very little training right maybe you have a complicated process that you have to you know explain a little bit or one of our examples that we've done is for example you're trying to get cash assistance through for Cove aid right Cove it is affected you in some way and we have a state-run app and you have to explain to the end-user how to fill out a form process users are the main goal here right they're the biggest user base and service now that needs the most training like you're gonna have more end-users of course but your process users on how you do things these are the folks who need to be explained how to work an incident how to work a problem how to get through the change management process and then how does a manager a consumer report how does a manager see the investment they made in ServiceNow pay out through their interaction with ServiceNow this is available hourly or you can buy a package and this is user adoption this is literally training the process users that's the person that you need to focus on the most with adoption and teach that end-user a process user how to use what was built throughout the implementation and we do that a couple different ways we can do instructor-led which is virtual or on-site at some point in the future right recorded trainings they tend to be our most popular option right now because you have them forever so you record the trainings and they're available forever plus we happen to have an amazing call that voice man Kyle Goldstein who does a great job of recording these so they come out really professionally as well as Diana and myself having been guided tours right this is the basically pop-up windows that come in ServiceNow that allow you to train in the instance so literally training while they're going through and doing their job or maybe in a test environment or a dev environment a qrc is a quick reference card something for the process user to have at their desk to actively engage with ServiceNow right at the moment in time when they're doing their job any elearning platform that you have we can design in and then changing change enablement right if you need help throughout the assists throughout the implementation of your project in order for users to adopt overall we offer that as well now what are the reasons we go about this right managers and IT departments they often rush to get the greatest and latest software which quite honestly is ServiceNow right now but they don't consider the need to train end-users so right when you get to go live you start realizing wait a second nobody knows how to use what we built we need training immediately so we can handle that right we can handle the moment in time oh my gosh what do we do for cut about training we can definitely do that but what we want to do is set up a strategy you know talk with you at first where you have a scaleable end-user training strategy that's built on assessing the end user needs and end user in this case also would mean process use you know whoever's consuming or working the service set up some training goals do you want to test these folks is this just something that they need a document on or is it a video based solution that will work the training delivery methods so what we just mentioned do we want to have this instructor lead do we want to do train-the-trainer do we want to do video recorded or just the guided tours whatever it is we want we decide that at the beginning then we create the training program and then we focus on making it scalable needs to grow with your use of ServiceNow and the tendency for ServiceNow is that you start off small and then it grows within your organization as it is a true enterprise solution so you have to have a training program that supports that growth whether that's you know more training offering live trainings with instructors or recordings that change over time based on your needs with ServiceNow training what do we what's the point what are we trying to do with this adoption training we want to identify the purpose of the software what are we doing what is this is incident management okay I'm here for incident management tasks the users will complete with the software how it differs from the previous version right what are the same and what's different use the already known knowledge by the process user of the previous system to help you with service now and then common problems common problems are huge being able to tell someone hey watch out for this and then they watch out for it is much better than them saying I can't figure this out and opening a support ticket or emailing somebody within the project and then security issues right what is confidential about customers what is confidential about patience depending on what kind of organization about students if you're in the education industry and then we combine all these different styles here hands-on instruction hands-on classroom style seminar style like this CBT training which is hands-on labs whether that's empowerment or adoption we call those our practical exercises and it's literally people going in and simulating their job within their own instance and then basing the training off of that and of course self-paced training if that is an option giving a book to do labs in or what have you so all of these combined are offered in the possible solution that we come up with with you based on the adi methodology right we analyze what is needed by the process user we design what is needed after evaluation with you so this orange is you this is the customer or the client that we're constantly working with to make sure we have the right information and that we're implementing the best possible solution but then that's not the end right we continue with this cycle of constantly analyzing anything that's changed designing training for it developing it implementing it and then delivering it all right so that's what we do now how do we do it a little bit differently than others right what's the glide fast method for doing this all of this is about driving user adoption everything you learn as a ServiceNow admin or as a developer should be how do my make the users adopt this the easiest way whether that's an end user which should be almost no training you know they're consuming the service it should be like an Amazon or Walmart or whatever kind of experience where you go in and get what you want based on no training or your process user where you need to actually understand how change management works in order to be able to do change management within your organization so we focus on students becoming trainers we expect students to leave whatever class we're delivering whether that's empowerment or adoption to then train everybody they meet they should have the knowledge to be able to explain whatever their job is process user developer administrator rest integration expert whatever it is to somebody else really simply and basically and maybe even become trainers themselves they train the trainer option at their own organization and this is all about two things right do-it-yourself which is really what we try to focus on or D IGF do a glide fast decide if you need if you used is something you want to do in-house or if this is something you want to resource how we're here for both very fruit partners take that approach where we want you to do it yourself but we also want you to do with us and you make that decision we work with you to see what works best for you cognitive load is a huge thing for me I believe that the seven or eight hour day straight of training is really hard to retain information from now ServiceNow is huge so they have to offer trainings as many as possible to get there thirty six thousand students through in a year we don't have the same number of students so we can take our time a little bit so we offer half-day trainings if you do a private class with us which is four hours a day and then you have the rest of your day to catch up on your work so we really try to spread out the training as much as possible of course this isn't possible when we're delivering like a public class for ServiceNow so we really try to space that out and give you as much time to do the class as possible within the day and we focus on training our mentorship becoming a partnership with you right you're not our student after you come out of the class you're our partner and we work together to have communication that we are always in contact once a student with live fast always a student and we do this based on the Kirkpatrick training method which I'll go over here shortly so these are our main key focuses that we try a glide fast interaction when you're in a glide fast class we make mistakes together we design things we do things on the fly let's say a John will have a question or Jane will have a question we'll try to do and answer that question together and solve their real-world example right in class without any previous knowledge I'll guide you through will make mistakes we'll figure them out sometimes we won't and then I'll get back to you later and say hey this was the solution for it making mistakes is the best way to learn because it stays in your brain questions I asked you a ton of questions in class you asked me a ton of questions in class so therefore we have a constant discussion which is very important especially in a virtual environment you have to constantly engage otherwise the learning is diminished right if it's just me dictating to you like right now then there is not a lot that happens and we always use real-world examples we have the excellent ones that have come up with my service now when they design the curriculum but then we also add real-world examples that could have even been you know experienced the week before so we have the ServiceNow product right that go of the content from them and then constantly updating and putting more information on top of our classes communication as soon as you're signed up to be a student with with slide faster we email you as soon as we find out right what do you need to know that's it very simple question if you're in a scripting class what do you need to know for your real-world job for scripting let me know what it is and I'll do our best to put it in during the class and then we communicate after so once a student would fly fast we always try to communicate with you to see what your needs are for training our different mediums of teaching we build requirements in class plain and simple we'll come up with a requirement and we'll try to repeat it in class building it together so we're not just doing hands-on labs by ourselves so we have the class participation as well as the hands-on labs which are huge that's on-the-job training whether that's practical exercises from a custom training standpoint or that could be in the empowerment training sessions which are before you know you start implementing things like that but you're in a ServiceNow instance and you're learning step by step and then we're also building requirements where you're using your brain to get through the requirement with the trainer leading the class and then of course making mistakes on the fly whenever you build things live you're gonna make mistakes and you learn from those mistakes I can't stress how important that is demonstrations you know sometimes there's something pretty complex like in the scripting class last week I demonstrated a UI page and how to call that from glide modal and that was more of a demonstration purpose right but still pretty cool we showed it there were a lot of participation because it's pretty advanced and then a narrative we try to make requirements that build on themselves that tell us story throughout the whole process of the class that narrative helps to attach the content the subject that we're talking about to your brain better because you're listening as a story is told so those things right there are really key for me over the experience I've had with training over the years to really help you retain information better Plus is just a more enjoyable class experience and I really believe in the cycle of training the cycle and capability of training not a class is done and you're no longer a student you come to a class you're always a student you can always ask me questions and then I will always do my best to answer them because it's a mutually beneficial situation as will demonstrate here shortly so not only when you buy service now are you getting the service now work better together at workflow philosophy as well you also provide a promotion system within your organization to where you can take a process user an end user and they can learn service now over time and it's actually career growth within ServiceNow itself so anyway the glide fest methodology is based on core Patrick method because Kirkpatrick method excuse me and that is these four pieces right so reaction piece of Kirkpatrick states that you should have immediate reaction to your training service now takes care of this we take care of this by sending out surveys to either our custom training clients or ServiceNow empowerment training that we do to get their immediate response so that's handled all the time and everybody does that that's a partner or service now then we continue on with the learning option here where we're really in about two weeks or so we try to followup with you and say well what changed about your feelings toward ServiceNow do you feel more confident that this learning actually make you happier with your participation and service now and then what changed about your behavior right what change that made you more efficient and really kind of one personal goal of mine is to make sure that you can do more with less time at work so you can spend more time enjoying the rest of your life and then results results is the hardest part this is the training that we are when we're the training piece when we're evaluating the cost savings right what did your investment in training actually give you as an ROI alright so this is the glide fast methodology communication is key we talk to you as a student before the class and then gather bait very simply ask one question what is it that you want to learn in relationship to the content right if you're in a discovery class what do you wanna learn about discovery if you're in a scripting class what do you wanna learn about scripting and then we do our best to demonstrate that during the class so the other students benefit from it right chances are if you have a question that some other students gonna have a question to because you're both doing similar things at the same time in your ServiceNow lifecycle so we take all that anything we can't answer anything we can't do before and during class which does happen sometimes things are pretty complicated we have to research these things and then after so we're in a constant cycle of communicating with you before during and after the implementation or before during after the class over implementation whatever it is so we're constantly in communication with you for two reasons to help you all with questions that you may have but then we gain experience the more questions that we answer so this focus has really been the key part of our shift in methodology just this quarter alone so here's an example of this right I have a student in a class this was a student from a large telco client they asked how do I do a report where I can just get incidents that were created on weekdays it's a pretty simple question but it was something that I had trouble figuring out right I couldn't figure it out off the top of my head so the first top first stop that I go to is of course the Glide fast YouTube channels they have a ton of information by experts people far smarter than I am that work at Glide fast that's always where I go because if there's a video on it you know we're done here's your video this is how you do it thank you very much and we move out on a better day I couldn't find anything there so we went to the ServiceNow product documentation and then of course to the developer site and then to the community and so on and so forth so I started to find out some information about it and it turned out that I thought I was going to have to build a scripted solution and any time you get to a scripted solution you want to rethink things and it turns out at the end is a very simple report operator which is called trend right if you do created trend Monday you get all of the whatever record you want created on that day for Mondays then for Tuesday so it end up being a super simple solution we to really satisfy the student and I learned as much from going down the wrong path as I did from actually finding the answer and we'll see how this is reflected later to improve trainings in the future so we have a methodology of communication where we're talking after doing and before which then that is all functioning and building on itself giving us more experience and then we have our training cycle where we are a ServiceNow authorized training partner so ServiceNow gives us content and authorizes us as trainers on whatever topic it is that is needed whether it's you know from their environment or something that we can do internally we learn from them and then we use their content and deliver that content weekly you know what every two three weeks whatever it is per forgiving subject and as we're doing that we really build our experience because we're interacting with sixteen you know five to sixteen different students every class which then gives us more information to put new content on top which is our real-world examples the demonstrations that we do in class say you're getting the taking advantage of the decade long experience of the ServiceNow training department and then also the very much real-time real-world experience of glide fast where we're training changing the training every week based on this communication cycle that happens over here on the left hand side so as this is going over here we're learning more and more which is really contributing more experience and more content to our delivery which then builds back on to the next student who comes up and says well how do I do this maybe we already know that because of this cycle of training we're really taking during before after delivery content experience improving all of that all of the time every time that we answer a student question or a student reaches out and goes hey Alex thank you for the help this would be cool that I learned in your class which is absolutely what happened was one of our discovery classes we were able to do an SCCM integration in a discovery class because a student just offered up information because they were so thankful about what they've learned so we really are this infinite cycle of training that we try to focus on using the glide fast methodology a couple of other things that we try to do that we achieve and do is we avoid using complicated words and jargons right we just try to explain things in as simple words as possible so if you understand something simply you can do it more complicated right if you understand the bones and how the process is built or when to script in the client side window script server-side if you understand the basics right and you understand those fully based on really simple explanations and you can do complicated things like UI pages and things like that we use lots of diagrams examples case studies moving powerpoints which sometimes cause computers to fail and so on for readers to easily understand also practical situations we try to simulate the job within the class and make mistakes let employees learn from their mistakes so we can do these things really well we want to be dynamic adjust rapidly to changing business conditions collaborative bringing together resources both internal and external to share insights solve problems so all of us one ecosystem constantly building on each other and then we're connected across time zones across organization silos but the point here is to always be connected because you can't be dynamic and adjust to changes if you aren't connected to other people who are experiencing those changes so we're kind of the Depot for information as this all sites that starts to cycle on itself so what ended up happening with that example you know zoom room chat we got two real-world examples that one which was fantastic for ServiceNow fundamentals this way to query on weekdays which may come up for other people and then also a way more complicated answer to how do you dot walk on records and a list collector Glide fast guide guide list filled excuse me you can't but we're able to figure out how to query those better for a report using a dynamic filter and then a quick little cheat which is using messages instead of a property to change a value from the client side so all of this generator from one question it really shows how that forever cycle starts to work alright so all that was this quarter and we got some results in right of how this has been going surveys from ServiceNow they do surveys on every class that we teach for them and then direct emails which I think are the best could you literally or engaging with the person one-on-one the surveys rate the instructor the content the environment and then also you get comments from students which are by far the best part because it's literally a student telling you this was good or this was bad and we change things every week based on the comments that comes in as the service service now ServiceNow management reads every survey that comes in and ensures a high level of qualification for the ATP's the authorized training partners like we are you have to maintain at least a 9.2 average overall and we do a little bit better than that so over the last quarter here is the average nine point four four for instructor CSAT rating over the previous 12 months you know I was doing pretty decent job nine point six nine I would hang my hat on that but over the last quarter over six classes now a nine point nine overall CSAT rating using this infinite methodology of glide fast to improve training much more real-world examples placed in and just really impressive results coming back in from the students not only has the instructor rating gone up for me but also the environment which is a saint's it's just the zoom room but because the class is so well-regarded people actually think the environments better overall with an average and then the courseware of course we add a couple of things to it but the courseware is being perceived as better so not only are the instructor scores better but everything across the board has rated in by service now training and then overall these are the five things that instructor is rated on I don't want to go through each one of them but this one right here is the one that I really want to point out participants were encouraged to take part in class discussions 10 out of 10 from 42 students across six different classes virtually that is a really tough thing to do is to keep someone engaged virtually it's a lot of talking a lot of questions being asked of each other a lot of real-world examples a lot of mistakes being made all of those things in combination result in class discussions and if you're discussing something you're retaining it a little bit better a lot bit better I'll admit than just listening so in addition to that tons of great comments the instructor did a great job by giving a lot of demos one of the best trainers I've had in 20 years and I'm only 23 years old so I thought using the chat for discussion question was a bit disruptive so good with the bed right because this was a bit disruptive we've have you know this what was explained to the student was you can come off a mute and they just had missed the beginning part of class where I explained that so I explained that more throughout the class you know adjust immediately to the comments coming in from a student could not have asked for more excellent stuff instructor gave us real-world scenarios as much as possible you'll see real world throughout these comments as they come back in very lively and engaging and keeps the class interesting that's also very key so the comments coming back in are just great after this implementation of this new methodology direct emails from students right in this case the student was able to interpret the error ServiceNow shoots at them that's a focus of the class what is an air especially with the icon classes that's really what you do is you managed errors right and wrong answers again this was another suggestion this person I asked a lot of open-ended questions right I think they're the best kind of questions because you're really using your brain to think of the answer and not having the answer provided for you but what it happens when you provide answers like ABC to a question you have a slide on it everyone gets to participate right because you have three there and even if you guess wrong you mark it wrong it doesn't matter it's a mistake and we move on you get the right answer and you remember it better for months without a resolution this student had came to the class and had gone for months trying to solve a problem they came to class with that problem emailed me about it we did a 30-minute demonstration on it walk through it together they understood how to fix it and then went and fixed it understandable and approachable simple easy jargon that's what we try to do make it as simple as possible to explain complex things within ServiceNow this one was probably one of our biggest success stories of the quarter got our CMDB you all know how hard it is to put a CMDB on its feet some of the latest stats i've heard that 80% of ServiceNow instances have a CMDB that could use a little bit of a health check they got it on their feet they were able to integrate with incident problem and change and now they are going live with the ITB m suite in July and are confident in their success it really positive feedback on the team seem to be loving the new work and service now that's adoption that is what you're aiming for all right so that's kind of the success story that's happened over the last quarter and now we have our savings and benefits employee happiness employee retention ploys that work smarter adopt easier so again we'll use service now who's quoting Gartner here 80% of projects that have a 1.5 percent investment of the total budget and training succeed six times this one right here is the one that I really focus on six times more support is required for untrained users then trained users six times more support 25% of performance degrades after four years without ongoing training why train in the first place you know why train at all increased profitability consistent quality customer satisfaction employee development which leads to employee retention if you do not and develop your employees you do not retain them $1,500 and I these are all based on research I did so I have I have the list of websites and things for anybody who needs them if they'd like to investigate further $1,500 on training per employee you can see an average of twenty four twenty four percent more profit employee development makes median revenue double per employee more than double per employee than companies that don't invest in their employees development new employees are 42 percent more likely to stay when receiving the training they need to do their job properly 75 to 80 percent of managers believe effective training is critical to project success and I love this quote if you believe the training is expensive is because you do not know what ignorant costs companies that have the loyalty of their employees invest heavily in permanent training programs and promotion systems when you get service now think of it as a new promotion system within your organization and that person who's going to be promoted combined with the glide fest methodology of training puts them on a success to earn more money in their position and become happier with a relatively interesting piece of software there are a lot of big fans out there of service now and become part of that community really makes people happy employees who do not feel they can achieve their career goals at their organization are 12 well twelve times more likely to leave increased job satisfaction morale among employees employee motivation efficiencies in process a capacity to adopt a new technologies and methods eighty-four percent of employees and best performing organizations so these are the top organizations across the world if you ask eighty four of a hundred people there are they getting the training needed they say yes that's a huge statistic and then we have this survey conducted by PwC about Millennials third on the list of things that Millennials want is a good buck an excellent training and development program in glog fast can assist with that from the ServiceNow perspective they also like to make a little bit of money and then really career progression is also learning it's on-the-job learning and how they do that now let's get down to brass tacks what actually happened to glide fast this quarter we had a student made a $2,400 investment they expect to make $2,500 a month on Discovery when they get the work say is a little bit of betting in the future for them if you multiply that over the year and do our program benefits divided by cost a one thousand two hundred and fifty percent return on investment seven thousand dollar investment from a student they saved $30,000 so their return on investment was four hundred and twenty eight these are both single students though right so a very small sort of microcosm there of the environment this was our biggest success story of the quarter as far as training investment this is an organization a company a client of ours in the health care and education industry they invested thirty thousand dollars in training three different classes five to ten different people in each class this was more at the beginning of the year before our friend Kovac started there's a size actually there I got to see someplace different which is really cool and it was tough to put a figure on but they spent that on that thirty thousand dollar investment they saved anywhere from 150 to 200 thousand dollars alone considering any rework and lack of productivity would have happened if they tried to figure it out on their own that's at minimum at minimum a five hundred percent return on investment maximum 667 percent return on investment from an organization a hundred and fifty to two hundred thousand dollars in savings plus they're the same folks that are standing up the CMDB that have the really happy employees and ServiceNow training they're gonna retain those employees so we want to drive adoption harness the power of ServiceNow with the expertise of Glide fast consulting both from an empowerment perspective as well as from an adoption perspective we are a service now authorized trainer we want to make users happy to work better together through training so we can take the empowerment and the adoption together and have your study cats here use the power of our authorized training partner relationship with the ServiceNow training team and glide fast together to turn your study cats I guess that's what we can call them into ServiceNow Wizards which means they have to grow out long beards which I did have I know everyone's disappointed that I don't have it anymore I just had to trim it up for summer times get hot you're not in there alright so what we're focusing on is what we call Taz and you can always reach out to us at training at Glide fast comm this is where we take ServiceNow which is a platform as-a-service combined together again where your ServiceNow authorized training partners so in conjunction with ServiceNow we really want to be glad fast Consulting who delivers training as a service all right thank you all very much you can always reach out to training at Clyde fast comm but for now let's do a little bit of Q&A ewwww awesome great job Alex thank you sorry about the technical problems there guys no worries it happens if anyone has any questions just use the Q&A section but it does look like a couple people have asked some questions we'll start off with the first one how much additional does the glide fast methodology cost it does not cost anything additional right now it is a mutually it will always be a mutually beneficial situation right so the one thing I realized about training you know I have I want to be the best those everybody I wanna have the best training department that's out there but you can't really focus on the training apartment being the best yet to focus on the students being the best so when you take that away and you focus on the student and then the way to do that is to always be in contact we help the student by giving them more information but we get that information from the student which then builds back in so this is no additional cost it's whatever it is you pay for the training awesome here's another question um is it true Alex that you wrote the discovery service cow textbook that is partially true I did help write it there's a lot of that was one of the oldest classes that ServiceNow wrote so I used to work for ServiceNow I was a trainer for them for a couple years and then they somehow let me be a curriculum developer multiple great managers over here it was pretty great but is actually Doug Schultz II started it things when Pinchot took over and then I wrote it for about three years and now my buddy Steve cron writes it so it's more of a group effort but I would say of the three of them that I'm the smartest just kidding guys all right well that looks like that's it for the Q&A so we'd like to move on and announce the winner of our $50 Visa gift card and it looks like the winner is Ashanti Lewis congratulations we're gonna email you that prize to whichever email you sign up for this webinar on so congrats Ashanti but don't worry if you didn't win today don't be discouraged every honor webinar you attend for both Glide fast and our sister company fair code counts as an entry into our on-air grand prize giveaway of a mirror workout a $1,500 value we're actually going to be selecting the winner of that the end of this month so very soon thank you to everyone for attending today's webinar and we hope you enjoyed it please feel free to reach out to training at Glide fast comm if you have any questions for Alex and make sure you check out our website to view all the upcoming on-air series thanks everyone [Music]