[Music] hi my name is Tom Sobchak I'm a product manager here at fortune partners this particular example really shows how ServiceNow is a great tool for service relationship management outside of IT this particular customer needed a way to manage thousands of research requests to track them to assign them and also to report on them they were previously using email to do this an example of this particular kind of request that they would ask for would be something like a price of a stock over a certain time period at the core we have ServiceNow and on top of that we're leveraging several applications or in built-in objects those are email SLA workflow and reporting so the request management system is built upon the task table and essentially there's two inputs into the request management system there's email and these are inbound emails and there's also a way to get to the request management system through the request module so users can request work research work and send it through the Service Catalog there are two ways to initiate a research request one is through email and that's inbound email or through the service catalog where someone can submit a request for research once that request is processed it is sent out notifications through email that begins the chain of custody for each of the requests the neat thing here about the email is that this is an extension of what comes out of box for the email so we have a couple different editions here with these emails you can do attachments and you can also use custom HTML for formatting so we customized that and the other thing that this does that's unique is that it syncs with the ticket so any information that's put in the email whether it's an attachment HTML that always is synced back to the database with the request so you've had the chain of custody of all the events that happen with the email and the request once the request is in flight Nestle A's and workflows are triggered all of that is tracked inside of the database the customer had a need for assigning these tickets to the different research groups so what we did was we took a out-of-box module called visual scheduler and customized that what the visual schedule allows for is distributed teams individual schedules exceptions to schedules and a visual drag-and-drop interface the unique thing about the visual scheduler is that it's essentially a drag-and-drop Gantt chart so you might have several users on your team and you have a particular request several requests that you need to assign this visual scheduler shows you the person's time available so these spots here are available time for person a this would be for person B and C so you can see here throughout the day they have available spots to do work so if you've got a piece of a request that requires multiple hours of work let's say 20 hours worth of work you might want to fill in four hours here four hours here six hours here and then going into the next probably ten hours or eight hours so just dragging this over automatically populates and then put sets their schedule for that particular research so as you can see with this researchers request management system we've used both out of box objects and built custom objects on top of those out of box objects to help leverage the platform you can see here that you can really use ServiceNow for a service relationship management type application that's outside of IT that's very effective for more information on how four-ish and partners can help you elevate service management to the cloud visit our website or give us a call