hey welcome to service sharp this is a podcast all about service now we will be talking strategy architecture technology just everything service now we are not affiliated with service now the opinions expressed our own we are just a couple of people that are very passionate about the platform so hope you'll join us for every episode and without further ado here we go [Music] welcome back this is Jason Gibson with Sarah sharp we have Brent Peters and Randy Haas with us today and we are talking a little bit about working from home which is something that is if I'm obviously on left of our mind so how are you guys been doing working at home we've got everybody I think it now working from home it's been fun and interesting some different challenges some different challenges I've used to working from home or work in remote because the consulting work over the years and also you have some periodic days at the last company we were all hot as well where we were able to do remote work the difference has been with the majority of everybody else working from home that's been an adjustment usually it was one or two people at home towards three people at the office so when there was legwork that needed to be done you had that option now it's it's a you know people are adjusting their communication and having some you know some fun doing that yeah it's been interesting you know it's I'm used to from home and I've worked from home for 15 years plus of my life and I never had a problem with it I you know but it is a little different because my wife is also working from home and my kids are out of school so I have I have my you know seven-year-old daughter jumping on my lap and you know and I'm having to share my office with my wife because very much a different dynamic but but you know I think one of the most important things that I did is I set aside an additional work area so it happens to be the kitchen and it happens to be the kitchen table but you know I've got monitor and docking station and everything hooked up there to have just kind of like a separate working area and that seemed to work you guys kind of doing the same thing or how how is it going with you guys there I'm I just have a normal workstation setup that I usually use for all my jobs and so I've just been using it and I I found that I don't turn the light on are you often which I should but from home I've worked from home in the past but this like Randy said this is different because of the it seems like everybody I work with remotely is now working remote too and so scheduling meetings and you know getting people that have never used virtual media software understanding how to do it is always fun yeah that has been really interesting you know we joke about all of the all of the different you know things that we go through when were when we're in our teams meetings or in meetings in general and and the whole oh can you hear me and the whole you know being muted and there really accentuated because a lot of people haven't really been working in those environments much I mean I do it all the time too I do it too so don't get me wrong it's not like it's just other people but it seems like it has been accentuated because of because of that because we only would have the we have these people who not norm do not normally work in that environment are you guys doing your meetings with the video am i my permanent job we have a stand up every morning and they there are eight of us on the phone call or on the the team meeting and two of them use webcams everybody else has decided to turn theirs off you know so I don't I turn mine on once because we were in a meeting in and they asked us to turn them on which was kind of weird and I blurred my because he and teams you can blur out your your your background so I did I did that and blurred out my background so all I could see is my silhouette anyway and that was that it's really cool I mean seriously it's really cool it was a feature that I haven't used before but I really didn't want them seeing me so but word of advice just a word of advice put clothes on before you go to meeting something I never thought I'd hear anybody have to say Yeah right I want to say my morning routine is not that much different I do still get up get ready I put on clothes the clothes I would wear to work I put those on granite we can wear jeans to work so that's a lot more comfortable so I do that and then I get up to breakfast come in log in and start working you know and that's that's the trick and that's the trick when I always work from home before is you've got to keep a routine you got to get up gotta get a shower get dressed don't you're not just rolling over throwing your lap off on your bed right you're you're intentionally getting up getting dressed getting ready getting coffee going or going and getting a coffee from the local drive-in because you can't go actually in anywhere but just kind of giving that normal routine and then come in and actually there's something there's something to your brain where it makes you where you're awake and ready to go but that makes that well awake yeah I stayed in bed and tried to work all day from bed I wouldn't wake up all that yeah I think it's definitely definitely you don't want to just try to stay in bed work but there is something you know studies have shown that you know what you wear and everything influences how professional that you act and so I think it is important to dress like you know get up and dress like you're going to work for the most part right and have a routine I found yeah I mean if you do the same kind of routine you do at work so you have breakfast you go into work you have lunch at a certain time at work have lunch when you're working remotely at the same time follow the same kind of routine you it'll be easier when we do get to go back to work and for your own sanity get up and walk around get along don't just really want to incorporate is is when it's warm and nice and beautiful like it's West today and gonna be tomorrow you know I've got a card table I'm gonna I think tomorrow I'm going to set it up you know outside right outside you know on my back patio you know get some of the outside exposure to get out of that I haven't left the house in four days kind of feeling you know a little tip if you have meetings with anyone else don't do it outside the birds okay along with all this I've noticed that having service now mean a remote service has made things a lot easier for us for me and all the two hundred and some-odd other people in our IT department just i they've had issues connecting to everything else but the people I do have not had an issue getting the service now because they're like it's just like I'm Network yeah yeah I've been absolutely the same same experience it goes down or this is downer that's down and I'm not even concerned about it and it's not bothering me a bit I see that I see that the panic and in the incidents going and all the stuff but it's not affecting me because we don't work in that environment I work within service now the stability and anybody that you've heard of had any problems of service now at all because I haven't heard of anybody I haven't boosted well no because the workload would be still be the same well you know yeah I mean but you would might have more people accessing your remotely I don't know it's like the same as if you're doing it right yeah it doesn't matter about servers now the way it's set up for a lot of companies some companies actually require you to gentleman froth indication but that's your company's you don't have to have a VPN up or you don't have to have a VDI that works or anything like that you just have to happen in some sort of device so that eliminates some of the problems that some of these other solutions have been having as far as being overwhelmed right yeah our VPN got overwhelmed the first couple days so a lot of that stuff didn't work so you couldn't use Skype and stuff like that people were having to go do office comm to be able to get to stuff so but ServiceNow you don't have to do that so it worked perfectly for and hey all our users will need to start using the collaboration tools that are in ServiceNow more I've started using those more now that we've been working remotely I can see their presence when I'm when I'm working on something I can ping them you know inside the they know a lot of people don't use that but I've been doing that because it seems like it's been an easy way for me to collaborate about something specific I've been using teams for pretty much everything else but if I'm working on something and I want somebody to look at something I see they're up there I hit them on that and it seems to be working pretty well have you guys tried to do any more of that or we stayed with teams and Skype and we've been using more of teens and and Skype and stuff like that most of our are my fellow employees use teams but when it comes to tickets we have already been doing collaborate and the chat and all that in there so they've have been using it more over the last couple of weeks but they were using it already so I've just kind of gotten them that way so that they could Yunos collaborate on their tickets yeah good job that's awesome I love to hear that I don't think that's use near enough because it's a great it's a great tool and people don't even a lot of people don't even know about it they they just don't pay any attention to it right no what what we like is that it documents the conversations between the technicians all that and the tickets when they do it related to a ticket so they don't have to say okay why email Joe Blow and asking this question waiting for him to return an answer and so on it just always goes back and forth so I can't say everybody in the department uses it but they use it a lot more than they used to so we're using more of those where work collaboration stuff and we're doing a lot more teams meetings I don't have the in person meetings anymore which I miss I don't know if you guys have been missing it but I miss ya personal interactions um but you know it's a given the pic right we're doing this we're sacrificing Pro we've done in here yeah but see I live with six other or five other people so I interact with them quite often yeah definitely have plenty of distractions with that how is that going be keeping focused it's see I'm not like you I don't have younger children mine are all adults so it's easier because I go he's on the phone I'm leaving him alone so it's been fine it's easier for me to maintain its my puppies that bug me the most definitely my problem like my children i they're wonderful and amazing but they do want attention and so I'm able to ignore what's going on usually for the most part you know because I'm really prepared a good kid but earlier today my son got like three or four pieces of ham was running through the house with you know a few pieces of ham dogs to Australian Shepherds chasing him he's ten by the way and my daughter screaming the entire time it's like okay and it is right at that time I'm on a call at the Gibson house it is never a dull moment and I promise you that they understand so and I think I don't know why but I just if I let them know hey I call you quiet it down they actually do more than I would have expected going into this you know I but I've had been really honest and explained I'm working this is you know got work to get accomplished I have people to talk to and and they need to hear me not screaming in the background and they've been really good about about keeping it down for the most part and leaving alone for the most part my daughter does like to climb up on my lap and watch me work sometimes but I can't with that you know they can you know yeah see I I've gotten it where I I mean they understand if my doors closed I'm on a meeting or something so they kind of leave me alone but I've found that you know even at work you're not always behind your desk so there are times that I get up and have to walk around or I go outside and sit with let the dogs run around or whatever just to take a 5-10 minute break to get away because you kind of have to get away every so often yeah much the same way minded really pretty good about me of course I have an office at home so you know my doors shut they don't they not guess where they bothered her and I think of course they're getting stir-crazy a little bit and so sometimes they get after each other and that can be a little bit distracting but for the most part they really good about the whole thing my next youngest likes to come in and wants to watch me work and Mike you know since I do a lot of you know it's IT where it's a lot of sitting in front of the computer and and clicking buttons so I'm sure it looks incredibly boring to her and I'm looking at budget text that makes no sense to me but right yeah I can tell you the hardest part about being working from home right now is we're in the middle well now at the very end of implementing safe agile or the safe module and it actually goes live Monday and getting everybody coordinated getting everybody to understand how this whole agile thing is going to work for them 300 people know what they're doing has been a nightmare so it'd be nice to be able to do face to face training and all that kind of stuff so this is made a little bit of a challenge but we've kind of got past it and well I will not be talking anybody this weekend so oh yeah how would about it you're done you're yeah put in for candy I'm done yeah we asked those we definitely have those times where we else where we feel like we need to disconnect them I actually like this weekend we're going to disconnect a little as well because it's just and I don't know if you guys have felt this way it's hard to stop working okay so just like when I was self-employed I was working all the time and now I feel like I can feel I'm doing the same getting into some of those things patterns well yes but I from working from home for years now every so often or there for a while I did it like every week once a week I'd stay home and work I got to where I was working past the normal time and longer and all that and started earlier and everything I got in the routine after that thinking okay I'm gonna burn myself out I need to start it at the same time and end at the same time as if I was in the office because it can burn you out there are times in the office that you're like right in the middle of something and you got to finish it so you work 15 20 minutes half an hour or whatever to finish it but you kind of have I mean I found that I have to follow those hours still or I'm gonna get out so much that I don't want to go back to work yeah I was working on a solar wind integration and as I'm doing it and as I'm working on the the script it just kind of get involved in it and without those hey you need you've got to get up and go get picked up your kids from you know from school or without any of those kind of things and I'm already home it's just it I looked up and it was 7:30 and I've been working to 6 yeah and so I just got a wee you have to watch that because I think that it really could be a detriment in all of it in the end right and I it's amazing yeah setting timers that kind of stuff watching the time and all but it's amazing you know my full-time job I'm used to going working there and then leaving and then come home and do consulting stuff after hours and all but I get it's it's just this working remote is just so much different for the full-time job that it's kind of I don't know it's the same things I do as a consultant but it just is weird that the way that we're doing it for full time stuff yeah and I work for myself so I've been having problem for the last year and a half to go and spend time with the family and make sure that I'm not just sitting in here all the time without interacting and sometimes I do a good job of it and sometimes like I think you could do a lot better job of it's definitely something to watch out for I think yeah yeah you gotta send your boundaries mm-hmm grant right he's probably spent a tremendous amount of hours because he's got this long for safe coming up and but it's a it's okay so we're gonna work a lot now let's kind of take it easy to follow him and not push like you did that if you're doing it go live I get it we're 24/7 if you have to make sure you get that met goal but then make sure and take the time with generally the next week and make sure to spend that appropriately and it it doesn't the balance doesn't have to be in one day the balance though have to be there yeah and along with that safe stuff is full-time jobs health care so you also have to deal with all the stuff that they're changing and putting out for this stuff so we've been I mean some of us have been volunteered to go help with the the mobile or the drive-through testing centers and in taking equipment to people that are working from home now that have never worked from home so they don't have equipment there and something like that I am NOT because I'm I'm quite a ways away from the work our building but you know people have been doing things that are not IT related specifically but yeah so you know getting halls of some of those people were kind of hard but you know there's a lot of things that are different and uncertain but we just kind of have to go with the flow and stuff so it's been a challenge on that kind of stuff a lot of fast changing priorities right now little scarce anything oh yes yep and it's strange because it's this has moved so fast and I think that it's still gonna continue to move this kind of keep it and I don't know about you guys but I think that it's gonna as fast as it came it's gonna go it may be a few months before that happens I think but I think you're right like but yeah I also think that we're gonna see some permanent changes to the way we work and do business out of this I mean you get my schools are done physically here in Oklahoma for this year so my kids will be finishing out their school year starting next week as virtual students well you're not gonna put the genie back in the bottle so to speak as far as that goes you know so some of this is you think it's going to be interesting to see what goes back to the way it was and what changes you know we've got resistant to any sort of work-from-home policy up until this point that are now being forced to and so I think we're gonna see a big change a lot more use of zoom and a lot more use of tools like ServiceNow to manage things in a decentralized manner and creative resilient you know mobile workforce obviously there's some things that cannot be done remote but there's a lot of things that people have said are essential and can't be done unless you're in the office that are now being done right it's amazing you know my thing is this and the weird thing for me is that or what I told Michelle I said listen you're gonna find that people are and there are some people that they're going to find out that those jobs are actually more efficient when working from home they're gonna find that they can save money by not having large facilities they can they're gonna find out a lot of potential here for kind of a mobile workforce and I think you're right I think it's going to change the fabric of how work is done but that's gonna thing about it for me is service now is on the forefront of it and has been all along and so you know if you are a developer or an admin and ServiceNow your job picking could be more important right you could put a lot more remote work in the service now because it's already remote well the original intention for building it was for it to be a platform to do work not a platform for tickets you know and so I think we'll see more of that now platform mentality being touted and we're gonna start seeing more people building custom workflows custom custom applications and things to replace things that we've all a sudden found out aren't as agile as we thought they were or as resilient or whatever as we thought they were right yep yeah we've done several things in the past that have been you know stuff that was paperwork and everything so we automated that stuff and now they can do that kind of things remotely luckily we had already done that stuff but I can see that this is also gonna go hey you know we have this one process that we found this not working because we have to work remotely now can we automate it somehow yeah or put it on we act like it's a it's the year 2020 instead of the year 1920 because we understand that he would understand working from home better because we are familiar with it we have done it we understand what it takes to do it that we have the technology to do it and we have the capabilities to do it and we can build a custom accent service now to do it we've got all that understanding they don't have and we have done a very poor job showing that that can be done better this way and the one thing that this is this has done it is forced them to take a look at it and say and ask that question you know wow I'm really better and it is it better is it more cause because a lot of people think that if you're going to be a home you're not you're not working right you're just you're just saying you're working you're on vacation or you're not going to be productive but when the numbers come out from this I think they're going to be super super surprised it is not the case and that people are as productive or more productive working from home well I think that you'll have a little bit of a mixed bag in some respect you're definitely gonna have some people that take advantage probably of this but my conjecture on that is that those same people are taking advantage of this work yes you know the people that work at work are going to be working at home people that just kind of wander around and hang out at the coffee pot are going to be you know watching Netflix and moving their Mouse every so often so that Skype shows that they're still online today or just a debate on that but with a person that had an oscillating fan and they had a to like tear toy sticks on either side of it and then the mouse in between so that when the fan oscillated it would move the mouse one way and they wouldn't turn back the other way it move the mouse anywhere when you need to show that you're still active for your work computer somewhere but where I think we're better than that yeah yeah I think you'll find that formers are gonna be performers at home I know that you know personally when I'm not physically in presence I've still a higher urgency to have deliverables that I that I can bring to the table then when I'm you know you know a traditional office there's only three well I find that I don't get distracted as much because people don't just walk up and start talking to you so I do get more done at all I find when you do remote work is that managers have a tendency to micromanage you're gonna have to examine how they do business and yes yeah those are the ones that tend to also be super resistant to working from home there's a real opportunity to increase your productivity by letting your people do what they do best rather than interfering and what they do yes yep so yeah I mean I've had a micromanager once in the past and yeah she would have never let anybody work from home but it's been more productive over the years that we've been doing it that my my job yeah there are people that don't do work but you know that's the same as the office like we said right yeah i mean i i know as from manager perspective when i have let people work remote in the past i knew in advance which people were going to be productive and which weren't because it would be the same people that I struggled with at the office exactly so if you can't trust your workforce as a remote workforce I'm just gonna be blunt that's a management issue that's not a people issue I I don't know what made me think of this but years ago at the same company I was in charge of a the asset and seemed to be stuff and one of the software's that we had monitored what people used so it would monitor the active II X's that were up and mainly what that was for was hey you know you have access loaded and you haven't used it months so we're taking their way and we're gonna put that license somewhere else you know that's what it was supposed to be but some of the reports I used to run just for fun was okay who's playing solitaire and there was a guy there that would place all his hair for eight hours straight and the software was cool because it would only do it if it was active so if you had solid her open and minimized it would not count it if you're actively using it yeah but you know that guy's not working at home no and the thing is it's we can be productive no matter where we're at and the idea is if we're not being productive if they're not being productive then maybe they don't need to have that job yeah and you say it that way but that's that's real yeah and I think that there's two things to examine it's not necessarily I wouldn't necessarily go and this is the other company that I that I run talking here but I wouldn't necessarily immediately go to is it the employees fault I think that like I said as a manager you have a burden - am i clear about what my expectations are do my people know what they need to get done do they have deliverables that need to be turned in when this is all over because if you haven't set that out then you have no right to expect them to meet your expectations you're absolutely right you are absolutely right there is a responsibility for the leadership as well so it is twofold surely but I just think that more often I see there is the people that are working from home that end up just that giving everybody else a bad name that is that bothers made quite a bit and so if it isn't a you know leadership issue if the leader is doing what they're supposed to do and they're just not what work then you know a decision has to be made right right well that person probably doesn't work at work and they that decision should be made for them overall if you have a high performer that performs well at the office that all of a sudden you don't think they're performing well at home you know then you need to do an investigation and figure out you know what is it you know because I mean there might be someone that is just really really needs the social interaction the social pressure in order to perform and in that case you need to figure out okay with remote tools well with teams with service now with slack there are ways to increase your interaction even if you're not physically in the same office and you need to you know even so you need to examine some of those things before you make your decisions on people but exactly if they weren't a high performer to begin with then you should have been coaching them long before you send some home to work yeah yep and I see and I see that the fact that you know working from home can be difficult for people especially in the time right now what kids are at home and stuff to that effect or not and I've got an email and and a leader actually says okay my recommendation from you is start early to work late if you have kids you have to do stuff during the day with that's okay but start early and work late and just make sure and get your stuff done and I think that's what any leader should expect that you yes you balance that to get your work done but I don't but I but I think you have a responsibility as well for your family so if you do have to break away to do stuff I get it I think this situation is an extraordinary situation where some home scenario is not going to involve the entire family being on lockdown like it is yeah and so right now people need to be flexible with those things because there's going to be situations that people just have no control over that distracts them and take up some of their time but yeah general in a in a normal work from home environment you're responsible for figuring out how to segment things out in order to keep in your goals right yeah and I had a manager before this last manager of my before the current manager that when you work from home you let him know what you're planning on doing that day and then you let him know what you did that day and that motivated me a little bit better than just you know okay I'm I work on this stuff today so even though I don't email my manager anymore and say I'm I did this today I do have a checklist of here's what I plan on getting done today and I check it off so it's it's makes me feel better okay I did do where get stuff done today and here's what I did plus I can turn around so here's what I did if they ever asked but well the thing is but you are a high performer you are the one you are the employee that everybody wants you know how to go to work and get it done oh come on you you have always been a higher performer than anybody else that I've known you haven't worked with me for 30 years now I go and you've gotten cranky you gotta yeah so so basically they you saying you you know since I've left you've gotten lazy somehow I doubt it no I haven't gotten lazy I just gotten crankier I feel I feel a little bit like Arab oh the court grins walk Griswald of Kersal yes that's what I've been feeling like a lot lately I don't know if you've ever seen the vacation one where he's on his way to the to the to the M to the park to the you know Disney World kind of thing he's like yeah we're gonna have fun no matter what yes so that's that's kind of that's kind of what I've been lately and I don't know why I just yeah hitting me in my old age anyway but so what we're saying is working from home can be great but again another little bit of information that I like to make sure that do you do is when you get up and get dressed and get out and get around and go to your team or slacker wherever you're doing your communication with the rest of your team and say good morning I know that when we're in the office we can do it in person but I found that people don't do that as much on online and I don't know why but I think that it might be better I think if everybody just said hey good morning and got to everybody then it would be you know a lot better off but yeah I will say the stand up that we have every morning even though we're all sitting down on microphones on teams it is you know nice to go okay that's what I'm starting do the stand up and talk to everybody see how people are doing because there's people I work with that live alone so you know interacting with them and getting them morale or keeping their you know interaction going it helps them and it also helps me and I I agree with that but I think you know one of the things you need to do is also make sure that your communication is with the entire team when things need to be communicated because I think that you know when you work from home and you maybe message to one or two people you forget that there may be three other people that need to know that information that normally would find it out because they were sitting in the meeting with you or sitting in the queues next to you or something like that right and overheard and go hey wait right right and so you know you need to make sure that you're distributing information and communicating decisions and stuff like that out and not assuming that everybody knows everything which is where something like ServiceNow where teams comes in really handy because you know everything's in one spot you know everything's you can organize a lot better yep yeah absolutely and go eh one thing that I'd have to do here but I wanted to let everybody know we are not a serviceman al fun bird podcast but we do have a sponsor so can we just a minute and let it air it word from them and we'll be right back this podcast was made with anchor anchor is the easiest way to create and publish a podcast it's free creation tools with it allow you to record and edit your podcast right from your phone or computer helps you distribute your podcast it's super simple to publish to Spotify Apple podcast Google Play any of the major ones you can make money from your podcast there's no minimum listenership so they make it super easy to monetize it's really everything you need to make a podcast in one place so why don't you go out and download the free anchor app or go to anchor FM and get started ok we're back we are having fun working from home trying to keep our kids from jumping on our heads while we're trying to work and I don't know if anybody I guess we talked about this earlier about the school being out for the year so this is something we're gonna have to deal with throughout the rest of the year at least the rest of what the V the school year and hopefully things will get back to normal this summer and we'll be able to you know kind of get them into their summer classes and summer school things like that but meanwhile we're trying to work from home and ServiceNow gives a lot of that ability so what would you say your absolute favorite thing about ServiceNow is as far as working remotely well the easiest thing is the fact that no matter where you are or what kind of internet connection you have you can still get to the service so when our service desk is assigning out tickets because our end users are having problems at home or they're not connecting or whatever we can get through it no matter what service other services down so our our instant management and request management has been you know just busy this week and last week but it's held up and it's been really easy for all of our employees to get to what my favorite thing about it is the same as what it is just in general though it's the fact that you have all of your information if you're using it right you have all of your information in one application and so everything is you know cross-reference and stuff so that you don't waste time trying to figure out okay so I'm so using this are they doing that if they're referring to this because if you've got your assets and you've got your you know configurations so that then you can figure out quickly what the impact of something is and or how many people might be affected like say you know the VPN goes down or one one particular segment of the VPN if you have a huge company that goes down will you automatically know who all is on that segment if you've got it set up you know configure it right and so you can you can immediately put resources to where they need to be rather than fumbling around trying to figure out who's affected or who's impacted or having to send out an email saying if you can't read my email let me know it is crazy that we ever lived in that environment where it was so you know and and people still love having everything on Prem but we're in an environment with lots of stuff we do is an hourish cloud-based and I was extremely happy with a couple things I was extremely happy with how fast it was to take the entire Service Desk for one of our customers we took that entire Service Desk and they are now working remotely now it took a lot of work but they're all working remotely but a lot of are you that it only took a lot of work because they had to get get laptops for people who did part of the Service Desk it was date was service outside didn't take the long down is the getting them yeah like he said laptops phone numbers all that kind of stuff once everybody got their gear it was it was very seamless getting the phone systems moved as it was another thing and I'm we've we also again without changing the dynamic of thing I've started looking into alternatives to you know the vias systems and using something like 3c logic which is a native service now integration that seems extremely promising because it is cloud-based as well and it is one cloud platform talking to another cloud platform that integrates in service mount seamlessly and it is really you know so far everything I've looked at is it's a really good product and so I'm been looking into that as far as you know to help with those service desks that maybe want to stay mobile I will have to say we have voice over IP so is a lot easier to be able to transfer that stuff but those people do have to use the VPN that have those numbers but yeah yeah but I like I said I our IT department has been doing it for years so a lot of our IT department knew real quick what we were gonna have to do for the rest of the departments to be able to do it and they hopped on it pretty quickly but we've we have people working like granny said or Jason one of you said earlier we have people that said that they couldn't do their job remotely doing their job remotely now exactly yeah I think I think it's been pretty phenomenal how in so many different sectors we've been able to argue a dream I said I think it's extremely phenomenal how in so many different sectors we've been able to transfer to quickly switch from being you know in the office to to remote yep some of the places I've worked for the clients have worked we there was you know quite a bit of work like he said scrambling to get accounts provisioned and and laptops and more tablets or something like that ready to go but the technological backbone was you know was there yeah yep yeah we we had to scramble to get people access but to be able to remotely but it was pretty easy once they got all that going but we had an issue with we didn't have enough VDI a lot of that's yeah a lot of our customers are a lot of our users are already doing VD eyes so they just have dumb terminals on their computer on their desktop so it was just a new way to get to your VDI so that worked great but it was just coincidence I'll be on it yeah you are and we kind of are even though our executives don't always think we are but it just it just worked out that way because of executives that are no longer there made the right decisions upfront so yeah it was nice when you're in healthcare I mean that in that part is really important to understand healthcare has to be 24 hours and 7 days a week so that some of that is in the nature of being yes 24 top stop it's cheaper to buy a thin client that goes on your desktop and hosts the VDI so over you know 11,000 employees you get most of them on a VDI and a thin client it's a lot cheaper in the long run so that's kind of why they went that way but it just helps with remote so it's worked out great and having the portal out there on ServiceNow so when they did have issues and they could still get to it no matter what PC or phone or whatever they had that helped with getting them back up and running faster to because they could log their tickets I think that there's a lot of opportunity out there for companies to even make it faster to move in this in this type of environment because there's probably a lot of things that you could be doing in service now that you're still doing outside of ServiceNow where you wouldn't even need to provision VDI or a client or anything like that because the you know ServiceNow backbone would be handling it right in in some cases where we had done a custom apps for people they have actually emailed me to UM emailed me this week and said oh my gosh I didn't think this would be so nice but you automating our service made this so easy for us to be working for home now make you feel good right oh yes to know that you're making that kind of an impact on the organization and I then then they turn around site by the way can we change this that's always gonna happen for sure but the the fact that they they were it was beneficial to is important oh yeah I heard that was one of my couple of my favorite projects were were my favorite projects because they were so grateful for what we were doing I'm putting it in service now oh and one of these people was one of the things that you worked on when you worked with us yeah very cool so kind of to wrap up because I think we're we're running we're run or running a little over but I'm sure everybody being here yeah yeah never know we don't have an hour and a half one out there sorry everybody that was edited well and if anybody was you know listening to the one where my voice got all wonky yet for that one too but where we are a work in progress but we're here to help you we want you to give us feedback and even if it's while you sounded weird which is the feedback I got from somebody Oh any feedback is welcome and we really appreciate appreciate you listening and next time we'll we'll keep trying to figure out new and any cool stuff next week we got a real cool and come up so I've definitely spread the word it's gonna be a lot of fun and it is gonna be more on the technical side but they'll be building stuff in it for everybody yep and I will say that even though my company doesn't you know this isn't a podcast for my company we just sponsor if anybody out there needs assistance in technical issues still with remote work you know give me a shoot me a message we're offering some free help to get people up and running or to help them overcome some you know issues that they might have and also on the leadership strategy side if you need help motivating remote employees or figuring out what the proper policy is and things like that need to be just give us message yep thank you the next time it's been great [Music] you