hello and thank you for joining our previously recorded automation webinar make workflow on the ServiceNow platform with integration hub and flow designer this presentation contains forward-looking statements so safe harbor does apply let's start by talking about experiences your experiences specifically with technology because at the end of the day your experience and how much you like the tool that you're using is decided by the workflow each of these applications on the screen is its own unique workflow each one of these are a specific function that make up the overall workflow of you going on a trip crazy concept today I know but back in the day we used to be able to book flights and go places and see people and we had these four apps that would help us handle each of those different unique aspects that make up going on a trip we could book a flight find a place to stay get around and stay connected while we're there well each of these actions each of these tools has maybe 30 steps that make them take place so there are these purpose-built technology to make those steps happen but also going across these four apps there's data that we may want to share for instance credit card information so that it's easier to check out easier to share and validate our identities so how are we able to do that we'll all these apps are built on a platform your smart phone your smart phone is able to download these apps connect them to others basically help you manage your life so that you can allow work to flow across these four specific use cases and create a great experience if we had to pull out another phone or log into another screen to do each of these different things and it didn't share any data that would be a rough experience and this is exactly what ServiceNow does within an organization ServiceNow is the workflow behind the applications within a business that make great experiences possible were built on a single data model which makes us easy to integrate with and then we're built on an enterprise-grade workflow engine that to connect to all of these different tools within each department and create cross departmental workflows and a lot of work to flow not just within one department or one tool but across all of the technology of an organization so I could take advantage of something like actual enterprise wide service management and provide people excellent experiences and get rid of those manual unreported inaudible handoffs and email and phone calls and meetings we've come to expect these experiences and our personal lives but I think it's time that we started to expect them in our work lives as well and so this is the platform that's powering this and integration hub is the latest well one of the latest innovations on top of this platform that helps us sort of realize that dream and realize that vision so if you look at this screen down across the bottom we have all your different departments and the different tools that those departments use ensure things like IT customer service these are often areas of the business owned by ServiceNow but there's many that we don't for instance within HR and marketing and Finance they have their own specific tools that they need to use to get their own specific work done and so what we've done is our goal again is to be sort of this workflow of workloads or this platform of platforms and we're unique in the market in that at our core is this workflow engine and it's all built on this single platform this single data model what's great about that is it makes us very very easy to integrate with so since the very beginning ServiceNow is this great great integration platform we have soap and rest and ODBC and JDBC connections you can use and it makes it easy to pull these different systems of record pull data into a workflow but now with integration hub we've prepackaged integrations with all these different tools in these different point solutions out there so that you don't even have to be a developer to start to automate workflows you can use the pre created integrations to these major vendors and then connect these workflows together and again route work cross departmentally now we have lots of out of box work clothes for this you know workflows for IT work clothes for employees use cases like HR use cases for customers but our platform is extensible so anything you want to build if there's a if you want to use it to make to book parking spots in your in your parking lots you can do that we have customers doing that if you wanted to have and replace the book that sits on your front receptionist desk where people sign in and just instead have them sign into a tablet that's service now and route and automate work that way you could do that so take this integration in this workflow engine and extend it out for all sorts of different use cases ultimately the goal of this is to give the users a great experience they don't care if it needs to go to three departments to get done they just want to put in a request and see it get provisioning completed so by automating work we are giving a better user experience and so here's an example of sort of a before and after you know service now we're known for things like change management alright so in the old days before service now someone needs to create a change they manually go into their ticketing tool whatever it may be and they fill out a change record and then you know sometimes if they've integrated it with the with the tool they might have some CMDB going on you know there's those always been a lot of different seeing devtools out there CMDB being just the database of your infrastructure showing you what services you have what servers what you know networking here all that good stuff and then they could manually kind of check the change record they entered against that infrastructure and try and time it out with a maintenance window and then trying to gather approvals trying to gather information what is the risk of this change what is the impact going to be is it going to be against a part of the infrastructure that supports customers what kind of level of priority should we get it this typically involves a lot of phone calls and a lot of emails and then remain ually remediating things so actually getting the work done getting gathering the approvals but also completing the work closing out the change request validating that it all went smoothly it involves a lot of manual remediation and again a lot of meetings phone calls a lot of emails things that aren't reportable so what service now is done is hey let's just use our api's let's pull in all the risk and change information automatically from say your DevOps pipeline so we can automatically make and log the change and automatically start to gather approvals we have a built-in CMDB so rather than manually going and checking ten different monitoring tools let's validate in the CMDB is this a part of customer supporting infrastructure who owns it is it currently experiencing a service issue and then let's automatically pull users into change advisory board meeting so the ability to automatically send out calendar invites and to connect people together to send notifications through the platform you have our mobile app so you can immediately ping that person straight to their phone and say hey do you approve this change do you want to hop on this conference bridge and discuss it in the cab meeting in 15 minutes things like that and then ultimately automating the the provisioning automating the completion of the change request whether it be something simple or more complex like hey let's go ahead and you know suspend this instance of this virtual machine because it we got a alert that it might have malware installed on it use cases like that could be done through integration hub where we automatically bring it down and automatically create a change request for you that that work was done there's lots of opportunity for automation just within this one workflow and this is one of the piles and piles of workflows that run through service now and that come out of the box so I do this it me it's pretty clear but there are some different areas of automation that maybe you haven't thought of so for instance I think most importantly is the user experience both for the back-end and front-end user if you're a customer of your organization and it takes seven days to get the product that you ordered versus two days it's a much better user experience or even if it's immediate if you're an employee and you need to update your last name it with HR because you just got married and it takes three weeks as opposed to a single day it's a very different user experience and that's really lies with Meishan and the ability to do cross departmental workflows so it should come as no surprise that companies that automate tend to be more efficient because when things happen instantaneously and quickly there's that obvious benefit but there's also the benefit of reportability and auditability the more we run through a solution like a service now the more data we have resting on this platform the more machine learning we can apply to it the more insights and reports we can gather from it I have a number of customers that the way they run their audits is they give their auditor a you a username and a login to their ServiceNow instance and they say go to town talk to us when you're done and after a day they can pass many of their audits so there's a lot of processes and a lot of value just from the sheer act of getting this getting these workflows stood up and then automating them both for the customer and for the risk of your business as a whole and these are just some of them more obvious ones we see simplified process in these highly automated companies we see improved productivity because people aren't waiting on work to get done increased job satisfaction because people aren't sitting and waiting for this person to call that person in this email to be sent they're able to focus on their job and instead of all the administrative work and that just results in more time for creativity more time to focus on the actual work that they do so why do we do this all right so if you're familiar with service now you probably know again our api's are open we have all these ways to integrate data so what is it about integration hub that goes beyond that well this really does fill in this picture with the rest of these connections there's so many different types of technology out there that we need to connect to and if we want to be the platform of platforms we need to make it really seamless and easy to do that so pulling in this date has always been pretty easy but what about pushing out in sort of a code less less complex way against each of these different these different technologies that's where integration hub starts to come into play service now this is a big change for a company ServiceNow now owns the content we are creating the content and the ability to connect to all these different sources whereas before it you wanted to create automated steps against another system usually you'd have to build it using one of our partners and the problem with that is that it was a custom coding effort every time and our customers got various levels of quality this lets service now standardize that quality ensure a great experience and then we maintain these we push out updates a new integration hub content on a monthly basis so every month that goes by we have more connections to more technology tools out there we're constantly making it better so it's this ability to do this now code lessly instead of you having to sit down and do a custom coding effort and it does more than just pull data into the system it's now letting us tell other systems to perform actions tell workday to do this for the HR process tell Salesforce to do that and what does it look like so it's all built on flow designer if you're not familiar with flow designer it's made up of three main components and you'll see this in the demo the first thing that you do is you identify alright we're we're putting together a new workflow let's get the subject matter expert on that workflow to work on this with us again they don't have to necessarily be a developer if you want to write scripts you can but you often don't have to and they define a trigger so this is step one and every flow designer flow what is gonna trigger this thing what are the conditions that are going to launch this workflow new hire is on-boarded through the catalog a new email with this you know the subject header comes in an incident that is categorized this way comes in that can trigger this workflow which will then perform actions those actions these are where the integration hub steps come in the action could be tell Salesforce to do XY and Z it could be tell ad to add this user to this user group it could be pull this information from workday so that we can get them their assets in their onboarding or workflow and of course it can call sub flows so you can nest these so from one trigger you could perform three actions and then call five or six other workflows if you want to do and so once the subject-matter sets this up we of course recommend a process analyst somebody who understands all the workflows across the business ensure that it's efficient make sure that it makes sense and then we applied that to the actual business processes of the organization so while we give you a lot of this out of the box we give you lots of templatized workflows for you to play with ultimately this needs to be your work this needs to be your workflow so they're all designed to be torn apart rebuilt to match your specific processes and here's what it looks like this is what you're about to see in the demo basically we're gonna finish talking about sort of the technology here we'll go through a use case or two and then we'll start demonstrating so here's that flow designer engine if you've never seen it before this is what it looks like it's pretty straightforward there's a trigger so when this happens then perform these actions pretty simple it's a very drag-and-drop editor so it's pretty straightforward to work with and then from there you can start to use integration though so instead of actions like this where it might be update this record or send an approval typical ServiceNow things now you could connect to other services so right from these action steps you could call slack or HipChat or teams or tell DocuSign to pull down an envelope and start to run a transaction like getting somebody's NDA signed and so it just becomes another action in the flow and then as we said you can get pretty crazy and get pre creative with these by nesting other workflows so once these actions are done let's go ahead and call another existing workflow such as restart that server or add the user to this user group things like that and then this is what those prepackaged actions look like so integration hub think of that word hub and think of each of these integrations as spokes so ServiceNow is very much a hub and spoke model our workflows are the central their quarterbacking these processes and then these integrations we call them spokes so we have a spoke for DocuSign that includes all of these different DocuSign actions we have a spoke for Jenkins that gives you a bunch of out-of-the-box Jenkins actions a Spock a spoke for JIRA so these spokes are what connects the technology together and its service now that is the central platform that runs the work makes it audible makes it reportable ensures that it gets done and communicates that back to the user and then here's some examples of popular use cases again there's so many we could talk through that it would take up this whole webinar for me to try and list them all but just as some ideas to kind of get your brains thinking about this I mean from the IT and HR world there's all kinds of employee workflows and IT workflows from asset management doing procurement activities with finance getting assets provision procured cutting purchase orders that kind of stuff to user onboarding getting them all of their IT assets and into their IT systems on day one think of client software requests we have a spoke for SCCM so a new user comes on or somebody requests software to be installed on their laptop and ServiceNow tells SCCM hey SCCM we got the approval go install that on the laptop and it does it automatically to infrastructure cloud automation tracking you know what are we consuming in the cloud and do we need to make changes against it do we want to restart a server every so often do we have a security threat so there's a lot of security use cases around this if malware is detected and Splunk says hey I think there's malware installed on the server Service knows workflow could go ahead and immediately pause that machine or bring it down until somebody can investigate and decide if it should be white and reimaged all the way to business automation so connecting to ERP systems connecting a robotic process engineering that sort of thing connecting to Big Data all these different point tools out there that are great tools for getting specific work done but ServiceNow can now pull that together into a central workflow so getting a customer onboarding getting a new partner organization on-boarded communicating with your partners and your customers we have a lot of organizations that whenever there's an outage against some of their infrastructure they see it in the CMDB and then they use workflow to automatically notify their customers of what's going on and keep them up to date proactively so switching to a more proactive service management again a ton of use cases we can give you this is just a sample so let's talk through use case this is a great use case we found for service now this integration hub I was a hospital kintel even name that was struggling with whenever their doctors were working with their patients it should really be focused on the doctor and the patient having a good quality communication good conversation but in this particular hospital situation they were using citrus Citrix and they were having Citrix hangs all the time as in their session would hang up and a thin client wouldn't work and they would have to call into the IT Help Desk and wait 15 minutes until they could get it you know refreshed it's a simple repetitive process but that that being forced to pick up the phone and call the help desk every time made the doctor and the patient just have to sit there and these doctors need to get through as many patients as possible to be efficient and to spend their time focused on the patient and not these annoying IT issues integration hub was able to automate this process so if they had a Citrix hang they would be able to simply go to their mobile phone and say it's hanging it's too slow whatever clear my session and restart it service now did this completely automated so that they saved 9000 hours annually just in this one Hospital network by refreshing these Citrix hangs so in your own organization think about areas where you have a repetitive process that could be time-consuming or a bad user experience for your employees or your customers and there's usually a great place to start for integration hub and then again there's tons and tons of examples of these but integration hub covers a huge range of use cases it's a single license agreement for integration hub you just purchase access to it like any other ServiceNow app and then you can apply it to as many workflows as you'd like so over on the left hand side here we have examples this is actual data ID again I can't tell you the customer but this is customer data that shows all of the different processes that they are automating and they calculated out how much money they were saving annually automating 60 IT processes 65,000 requests a year they ultimately were saving over two million dollars in operating costs and this is a relatively new solution out in the market so these are really really really fast returns on investments and they're like I said we're gonna have some forward-looking stuff so this is wrapping up the PowerPoint now we're about to hop over to the demonstration and this is a sample a taste of all the spokes that are released if you want to learn more about them go to the ServiceNow store store dot ServiceNow comm and you can review all of the spokes that we've released through our store again we release them on a monthly basis and so for each of these spokes you serve these technologies there's tons of actions you can take against them so if you want to learn again if you want to learn more about one of these integrations like DocuSign or salesforce whatever it might be feel free to go to the store and take a look and then we're looking we're releasing these all the time so there are more on our roadmap for later in the year please reach out to your ServiceNow accounting if you have questions about what's coming out we're always happy to share but again with that caveat that if it's forward-looking we reserve the right to root to change the release date and so this is my last slide and I'll hop it over to the demonstration after this basically I wanted you to understand integration hub and flow designer hello designers the workflow engine ServiceNow integration extends it outside of ServiceNow so think about areas of your business that could brought into ServiceNow to automate this step number two this then becomes the single hub for your developers who are doing more advanced workflows to you're generalists who are doing no code analytics and reusing these integrations so they can automate business workflows and then step 3 releasing new ones all the time so over time your investment just becomes that much more valuable oh and there is a free starter pack that comes with service now again talk to your account team about getting that all of our recent customers from about a year so ago who have you know renewed or or I have a new service now contract will be entitled to that and with that I want to hop it over to the demo so I'm gonna stop sharing my screen and pass it at this time to Patrick Beauchemin so Patrick alright so I'm gonna walk you through a scenario today using Susie who's uh who's a sales manager at an organization and what she's gonna do she's gonna go ahead and request a Microsoft team for her new sales team that she just took on um now as you can see these are all Service Catalog items right that are from ending with our Service Catalog we sort of use this instance to showcase different types of automations so we check out this Microsoft team's request we can see that Susan's brought her pretty easy to use user interface right this is the name of the team who should be part of the team and what is the initial message to the team so Susie's gonna pretend she didn't see this at all didn't know there's a catalog item and I'm gonna actually show you this demo through our virtual agent technology so hi I'm your virtual agent let me know how I can help you today what is your issue a Request or I can click this button show me any everything Susy is looking for a Microsoft team's request since she puts on team's requests and then the virtual agent begins asking the same questions that appear in the Service Catalog item what is the name of the team you'd like it created by Matt southeast sales team so who should be a part of that team so I'm add myself Patrick would you like to add another team member yes go ahead add Bob in marketing and one more will do Jamie in the sales organization nope we're all set what is the initial message that you'd like to post the team hello southeast team welcome to our spot for collaboration so you can see the conversational interface right Susie I've opened a request on your behalf please click the link below to track the status of your request is there anything else I can help you with no that was great thank you for using the support chat so I'll go ahead and open up this service request so all that was there just to show you that there's multiple ways to make a service request inside of ServiceNow so this one actually happened to be fulfilled through the virtual agent now Susie opens up this status of her request right and she's instantly delighted because it looks like her request has already been completed so if she opens up that team's request she can see all the variables and that her that now her request is closed complete so let's take a look about at how that was constructed so we're gonna go ahead and take a look inside of the flow designer and we'll run through the logs of this team creation really quick and well that opens up I'll show you the end result make that a little bit bigger so we can say that now we have a southeast sales team inside of Microsoft teams the hello world message hello southeast sales team welcome to our spot for client collaboration and Bob and marketing and Jamie sales are now part of the team if we go into Azure Active Directory for teams creation is actually a two-step process for most organizations that are using Azure Active Directory traditional on-premise Active Directory both of which we have native adament of the boxes folks for so the person that happened is the southeast sales team active record you've got created and then we established the Microsoft team after that so let me go into the actual workflow and show you how we accomplish this piece of work so you can see it's a catalog item request we happen to request our catalog item through the ServiceNow virtual agent Suzy could have absolutely just used the standard service request as well now anytime you use a trigger a catalog item request you're given the option to pull in your catalog variables so what we did is we took all about actually you know what I'm going to show you this I'm here because I think it's a little bit easier to talk through rather than showing me the logs so we pulled in our catalog variables right so Microsoft teams requested item and team name and what team members should be part of the team and coronium issue what is the initial message for the team creation those are all the variables that we saw on the user interface requested item page and then what we're doing is we're actually looking up those user ideas against assist user table and so we can iterate against them when we actually go through in for loop and add each one of the users to the Microsoft team so we have this it's statement when it's a summer flow logic if the user isn't a manager plus so if the title does not contain manager go ahead and ask for an approval if they you know if they're not a manager but Sussie happens to be a manager she has manager in her title you could do this do the org chart as well this is just a pretty simple demonstration of the if-then logic go ahead and ask for an approval and we would send that approval typically to be users manager as you can see it's hard-coded in here to mr. manager alternately we could look up the user who made the requested item and send the approval to their manager all through these reasonable theta pills the next thing that we're doing is we're launching into our crate and the steam some flow so if you take a look at that some flow we're sending in some variables right who is the requester what is the initial message the team and what is the team name so those same catalogue variables that seems you provided that virtual agent so you're now mapping these variables in your sub flow inputs right and the first thing we're doing dimensions we have to create that office 365 group so we're going to use the same input team name as the display the odds live splitting for the office 365 group you could really do whatever standards you have in place within your environment we could enable this right here is a distribution list so if you're using exchange online right this could be a mail enabled distribution list as well so it's just as simple as checking that check box and we're giving this this functionality out of the box with this boat I'm doing a little bit of a money a quick script right here and what it does is it just pulls out the spaces if the user put in a team name in any spaces it's actually just pulling out those spaces and replacing it with an underbar so that's just a what office 365 expects and the description team requested by their requested by user so I'm just passing in a username there we're then assigning this office 365 group sub flow output to this group idea and that's going to allow us to use it again in the flow when we go and iterate through those records and add them add the users to the Active Directory group first thing I'm doing here is I'm actually looking up the user ID of the person who made the request so I can automatically add them to the teams and what I'm doing is I'm automatically adding Suzy sales manager the person who made the request to that group that I just created in the previous step and the next step here using our team spoke is create team so I'm passing in the group ID and then we get all of these options that are available to whoever configures this flow or maybe you have some enterprise guidelines around how you want to use the MS team service so all these become available to you as well through this boat and I'm passing in that same group I need to create the team can change my gift econ two content rating we want to make that strict and then I'm posting a message to the Microsoft team so I'm passing in to save so this is the team I do this team I became from Step five that's what you see at five right here so one of the outputs of the create team spoke action is to my date and then the channel ID it also provides the general channel ID so in are going to make a Microsoft team a general channel is created so I'm taking that general channel ID and I'm posting my initial hello world message to that general channel and then this is my initial message that Suzy passed Ann hello sales team welcome to our spot for collaboration so once this completes we hop back in to the main catalog whoa so now we're here right step four is completed and this is where we're gonna actually iterate through this list one of my favorite you know functions and flow designer is being able to do this right so it's a script list for loop so basically this is my editor my user records are my iterator so I'm gonna head go ahead and loop through that list of user records and I'm gonna add them to an office 365 group so this is another some flow it's very similar and what it's actually doing it's gonna run as many times as there are people in the user record and it's going to go ahead and populate those in the office 365 group now the reason I created this as a sub plug is this in itself is a reusable piece of work um you may get requests at your service desk to go ahead and you know add users from Active Directory group so you can simply your ad administrator or your help desk could simply consume this sub flow as a separate you know for a separate purpose right to add users to active record your so it's the standard service request you get same with the MS team sub blow I had a customer who said oh yeah every time you establish a project inside of ServiceNow project and portfolio management it would be great to create a team for it and make the team leader the person who the project manager for the project I said okay here you go well here's a create a mess team sub flow that would do just that in the way that kids consume that is just change the trigger so instead of trigger being a Service Catalog it would be trigger record created a new project in whatever sort of state you want the project to be in when you go ahead and create that Microsoft team or the last thing we're doing here it's just a little bit of housekeeping we're gonna go ahead and update the requested item record to close completely well it might be best practice to put a work note in there as well so whatever your processes ServiceNow you know process engine flow designer and the integration hog can conform to it so that does it for the the demo portion of today's session so just a review our virtual agent to create a Microsoft team we then asked a few basic inputs the same inputs that are on the service catalog record through the virtual agent and we create them Microsoft teams iterated through a list of users who should be part of that team and create a Microsoft team and as your office 365 group you