Drive the technology asset lifecycle with AI powered workflows

Hey, good morning, everyone. Welcome to our session, "Drive Technology Asset Lifecycle with AI-Powered Workflows." My name is Piyush Patel, I'm one of the technical product marketing manager at ServiceNow, and happy to be here in front of you. So to kick this off, today, we want to cover how you can use GenAI-powered Now Assist technology to automate your traditional hardware and software request process, and then how you can optimize all of your technology costs on a single platform. So you probably have seen enough slides already this week. So let's dive into the demo. So in this case, we're logging in as a Ken. Ken is an employee, and he needs a hardware, you know, his laptop is broken, so he needs a laptop replacement. So he starts the conversation in a virtual agent that's just been powered by Now Assist. And so the Now Assist is giving him a prompt back, "Hey, hi Ken, I'm AI-powered virtual agent, and I can answer question, fulfill request, and generally point you in the right direction. I'm still learning, so I might make mistakes sometimes. Check my answer for accuracy, but how can I help you?" Ken is here to say, "I need a laptop replacement." So he types, he enters that in, and submits that to forum. So the Now Assist is thinking, and what it has done is return a identified catalog item to say, "This is a replacement laptop you're looking for." You know, before I go any further, now he's just trying to understand the intent of these conversations. Say, "Where are your locations? You know, are you in Americas, EMEAs?" Ken is a remote employee. So he's gonna say, well first, he's gonna say, "This looks like a good, exactly a request I'm looking for. Let me go ahead and start it." And then it's asking about the locations. You know, what part of the region are you? Ken is definitely a remote employee. He's gonna enter that in, and go ahead and submit that. So what Now Assist is doing is based on that input, prefilled a information for his laptop replacement, which includes remote laptop in working conditions. But Ken is seeing something here, says, "You know, I wanna let my team know that my laptop is broken and it's not in the working conditions." So it's gonna go ahead and make the change and enter, "You know, my laptop is not working conditions, so I'm gonna need a shipment box to return something back," and then goes ahead and submits that. So what Now Assist has done is based on all the information after confirming information is all correct, he's gonna go ahead and submit this request. And here's the automation at work, right? So within just few clicks and answers, question answers, there is a requested item created already, and routed to, you know, appropriate approver for can hardware. So we just saw that's kind of a hardware use case, when somebody gets to request new hardware. Let's switch and see, you know, kind of software side of things. So another employee, Joe, he has a similar request, but it's for software. Joe just joined a marketing team, and he's looking for Adobe software. So he starts the virtual conversation with Now Assist, and then he's gonna say, "I need an Adobe software." He submits that just like the guided process before. The beautiful thing here is because the Adobe Creative Cloud is already in the catalog item, not only it created a request, it approved it, and it also send the activations or installation instructions to Joe all in the one click. So you just saw, you just learn like how a traditional hardware-software request can be. You know, employee can enhance their productivity and experience through this experience. Now let's talk about switch gears, and look at Anna, who's a VP of asset management. And she knows she sees hundreds of requests like this on a daily basis, and she has the same IT overspending challenges that some of you might be experiencing. So she's looking for that single workspace to kind of optimize all of our IT assets and find ways to save cost. So she starts with this asset executive workspace, which combines the data for hardware, software, and cloud, all in one single space. The total spend of report shows how much she's spending, how much her company's spending across hardware, software, and cloud. So starting with the software here, you know, it's the, you know, what's my publisher, the type of license, how much is it costing me? And then the potential saving from the investment I already made, which we'll talk next. And then on the hardware, kind of similar type of data, but one thing here that she has access to is she has ability to identify any kind of non-standard hardware devices, you know, and kind of ask why are we onboarding this hardware manufacturers or model that are outside of our vendor approval or vendor management process? And then on the cloud side, it's the, you know, on top of that, like her CIO has asked her to manage cloud costs. So this is where she could find the cloud spending details by, you know, who's using it, the assignment group, the provider, the owners, and things like that. However, Anna really wants to focus on the potential saving piece. She's got the understanding like how much we're spending, what my trend is, what my history over the last six months, but like is there an option, is there an opportunity for us to save money here? So she starts with the potential saving, and just like the before, the data, you know, we start with software, and based on some of the usage activity, this list here is list of applications that have a low usage by publisher that qualify for reclamations. Meaning from here, she can initiate reclamation workflow directly from here to say we want to delink or, you know, detach some of these software licenses from user subscriptions because the activity is so low, because the usage is so low. On the cloud side side of it, you know, it's an opportunity to resize, you know, company's cloud resources based on, again, the usage, you know, looking at cloud instances that are going from medium to micro, from large to medium. And these are all based on, again, activity that we're seeing on the cloud. Not only ServiceNow recommendations, but we're also looking at provider recommendations, and kind of highlighting that you have a lot of the cloud resources that are not being consumed like you want it to. So an opportunity to downsize some of these consumptions. Now if you see the pattern here, everything kind of starts with and one of the area is the procurement area that her team constantly gets challenged, is around what contracts, what software subscriptions coming up for renewal. And they're always in a reactive mode, like most companies, you know, departments are. And so what she wants to do is focus on, you know, what area, what contracts are coming up for renewal that I need to kind of get ahead with it this time, and for a change maybe true down instead of true up. So we're looking at different type of contracts, you know, maintenance, software, NDA, lease, could be warranty, all sort of contracts can be tracked here. But you know, what she wants to do is she's really wanna focus on that Microsoft SQL contract coming up for renewal that's gonna cost around 4 1/2 million dollars and provide the status of that contract to her CIO. And then finally, kind of going back under some of the risk side, she wants to kind of focus on what software assets applications they might have in their environment that can be a potential risk to our organization due to either is being unsupported, or you know, not under maintenance and things like that. So this is where she could drill into the list of software or even hardware that are no longer under warranty, that are no longer supported, that are end of life, and share that report to the risk manager, the IT risk department to say, "You know, we have incidents of software evidence that are being used that's no longer supported." And then, you know, from here, she can work with her enterprise architect team or application portfolio team or even vendor management to kind of plan out, where do we wanna go from here? Do we want to discontinue this, find an alternate solutions, upgrade, or move this application if it's on-premise to cloud? So it's all kind of a planning phase, right? So to kind of recap these demo, slash, presentations, what we just learned is how you can gain full asset visibility on a ServiceNow platform, single platform for hardware, software, cloud asset, how you can achieve faster asset fulfillment time through Now Assist, and then enhancing that executive experience where Anna, you know, bringing Anna into the asset management conversations. And the beautiful thing about all this is you have all these different personas from different departments kind of working on a single platform, you know, and leveraging the item data to do their functions. And that's the power of the ServiceNow platform. All right, so with that, that's really kind of my demo presentation, but if you want to learn more about IT asset management, software asset management, or hardware asset management, we have a booth right behind you in Zone 3 here. And you know, happy to chat more about some of the work I've shown or have a deeper dive conversation. All right, so thank you everyone for joining this session. Yeah.