the intelligent platform you know is stepping things up introducing the Washington DC release creating faster smarter and simpler experiences with generative AI we're putting AI to work with now assist for it operations management AI Ops up your productivity with easier on the- job training to understand and repair issues instantly and keep everyone up and running we're speeding up the lead to cash cycle with sales and Order management configure price and quote more quickly and convert orders seamlessly driving Revenue up and bringing costs down or upping your game with a unified workflow Studio experience that connects every team and process so you'll build even faster and better so get fired up this is the Washington DC release 150 plus Innovations built into one intelligent platform to put AI to work for people that's why the world works with service now please welcome senior developer Advocates service now Lauren McManaman and Chuck [Music] [Applause] tamasi yes Welcome to the Washington DC release event who's excited to be here yeah I love to hear the energy we are excited to be here in Washington DC and more excited to Showcase to all of you everything that Washington DC has to offer what a great crowd hey Lauren I was just uh backstage a few minutes ago and I did some quick counting Washington DC is my 30th release that I've got that's since a release called Summer 2008 and there have just been so many things that have been added to the platform that make life easier for us all it's gone from an itsm Focus to an everything Focus it's just the this trend of innovation is awesome and that is a trend that we are continuing with the Washington DC release I we could not have picked a better Community to reflect Innovation than DC herself whether it's addressing things like refunds from the government shutdown or helping our country and the world through the covid-19 pandemic your community has consistently risen to every occasion and we could not be more prouder of all the developers and contributors in this room yes please give yourself a round of applause it's an amazing Community you're an amazing community and it is amazing release Washington DC names on both wonderful stuff and to help show off some of that wonderful stuff tell us more about it please welcome Mark wo [Music] all right hi everyone and welcome to Washington DC um we did cross the river we are in Maryland what Maryland am I in the right place yes technically yes okay I'm in the right place okay I always love looking forward to these events it's so awesome to be out here in the community and be able to see the reactions that people have to the amazing Innovation that's coming and I just love the ecosystem that has been built over the years around our community of bringing people together to share best practices to network and ultimately to further your careers so we were in Vancouver last year for the previous release and of course later this year we're going to xanadoo woo we're going to xanadoo Mongolia okay no no I didn't approve those travel requests yet yes I don't know about yet I didn't prove those travel requests a and you guys are you know not you're lucky to be here because we were thinking about this new AI capability and creating AI versions of Lauren and Chuck to come and represent here boo boo but of course there's no way we could replace Lauren and Chuck so thank you for being here and helping us host today thank you so I'm really excited here to be here today to introduce just a handful of the 150 different innovations that are coming out of this the Washington DC release and some of these not surprisingly are targeted towards developers and so with Lauren and Chuck on stage is want to pose the question what should developers be most excited about what's top of mind for you two I mean I'll cut in here first as part of the marketing organization we talk about low code a lot so I will be the first to talk about Pro code today at this release event not only are we addressing this brand new SDK that service now is released in the Washington DC release but it is the first step for an entire Journey that proc coders now have access to on the service now platform it allows for a very easy transfer of all the skills that you've spent honing from years of development utilizing tools that are industry standards such as Microsoft Visual Studio that is by far what I am most excited for at the moment awesome Chuck yes I'm here for those that like doing user experience stuff we made some additions to UI Builder to give you a new stage a new uib stage for True wizzywig environment we've got configurable column layouts that make it easier to do your page layouts very quickly and my favorite keyboard shortcuts all right yeah Round of Applause for those capabilities thanks for those examples now we all in the technology world that we all live in can't go a day without somebody talking about AI whether i' be generative ai ai consumer or business world and it's the same at service now and for the last number of years seven eight years we've been thinking about how do we build all of our AI capabilities Into the Now platform and so with generative Ai and now assist we're taking the same approach and this is not a bolt-on like some others this is really embedded and grounded in our platform and so um this is all about automating work and as we're going to show you in just a few minutes we have a lot of new capabilities that are designed to help make you and all the work that you're doing faster smarter and simpler is this part where we get the demos demos demos Dem demos demos demos hold on hold on before we before we get to the demos Chuck uh I want to cover two other highlights that really show the power of our platform so the first of those is the common Services data model which is an example of us drinking our own champagne and using our own data or own data model if you will and so this is our best practices framework for deploying the cmdb and what it does is it helps create a number of new Solutions very quickly combining and reusing the data and capabilities that are already in the products that you have so the csdm lets you and and lets us rapidly deploy Solutions like asset total cost of ownership or software exposure assessment I mean we got to talk about workflow automation it's not only our wheelhouse it's my personal favorite workflow automation so Lauren we got you covered we're going to dig into a few capabilities in a few minutes here on stage well the these people are very keen they want a concrete example so I'm glad you ask is we do have a great example which is our partnership with Visa so with the Washington release we are releasing a new disputes management solution in partnership with visa and it's great to partner with Visa but as sort of an example of our workflow and automation capabilities this has out of the-box playbooks and decision tables and subflows that leverage the Visa spokes connecting into the Visa systems and so both it's super cool from a platform perspective and this is a great way that we are helping those highly regulated Industries like Banking and Financial Services and with technology like this Visa alone helps prevent $30 billion in fraud every year okay Chuck what's next these people came here to see demos what do you say we give them demos all right let's see what they let's give the people what they want absolutely there's no point in burying the lead any further let's give a big round of applause for both Chuck tamasi and mark abramowitz thank you so much and wait Chuck think fast that's why we do Live Events ladies and gentlemen so that we can add in a few stunts every once in a while as well so Journey with me as we talk about the upcoming demos that we have presented for you covered in this Washington DC release obviously we have over 150 awesome things to talk about we won't get to all of them today but we will be going deep onto three in particular first to kick things off I could not think of a better person to showcase the now assist for itom Welcome to the stage [Music] [Applause] [Music] [Applause] Theo all right hello everyone this is exciting I am visiting from the west coast of the United States today and this is a bit of a homecoming for me I was born I was raised in Southeastern Virginia I went to the George Mason University I cut my early career go George Mason Mason Nation I cut my started my career out here in the DC Metro area but that was say 10 or 12 years ago probably at this point and so much in Ai and ml has changed in the last 10 years it's even it's hard to even smise and and just what has changed in the last three months alone there's been so much Innovation across the market and within service now now good news we're going to talk about today is now assist for itom is in the store and available today backwards compatible Vancouver but it's all in Washington so let's see a demonstration of that at work today shall we okay excellent here we are service operations workspace if they're not familiar that is the world of bringing itsm and itom together I can see all in this one place as an operator all the critical billing services or critical Services here including ebilling now as I go into the express list now if you don't know the express list brings in events from all across the Enterprise from all kinds of different services and makes sense of them reduces the noise and allows me as the operator to focus on the things that are important now I can look at the impact of services and share the I can create my own configuration and share that with anybody in the organization now I can see here that the ebilling services when I want focus on I can narrow that down and look at all these alerts that have come in now all these alerts are going to be generated by machines or they're going to gener you're going to generate a ton of noise and often that noise really doesn't mean anything to me or anybody that's new in career so with now assist for itom I can summarize what that message means and then more importantly I can actually do a quick analysis and actually looking at this I can see that the VMware prod backups haven't been operating properly so now I can start to do some root CA analysis and try to figure out why that is and because it's service operations and itsm and itom together I can see there's a change that went through my cicd pipeline last night that's probably the root cause again I AI n ML and service operations itsm and itom together has identified this now what's more most impactful I actually take action I can go and look at my playbook automation that came from my automation hub using now it says for Creator to help me create this Powershell script actually I can go back run a command push the update and change into the VMware environment it will return a message saying everything is done services are back up it's pretty neat let's see it one more time with the different service in this case we're going to look at content streaming now same thing lots of alerts lots of things coming in lots of noise being suppressed grouped appropriately again it's this machine learning this esoteric message I have no idea really what it means without figuring it out but now assists for itom I could quickly do a summarization and it'll give me an analysis what is available tell me what actions I need to take to help solve this problem so okay see that I need to go back and revert a change so with a few clicks I can go back into the service operations Playbook and run a Playbook that's going to revert to the last change that went through my Pipeline with that I'll run the automation Playbook it goes out to my environment solve the issue I'm my own hero with now assist for itama be able to figure out analyze and accelerate my journey everything's back up and that is now assist for iton now I would uh my best friend Kush is about to come out I would love to introduce he give you all kinds of new Innovations so give big round Applause for Kush thank [Applause] you [Music] hey everyone I went to school Maryland College Park so this place always brings back F memories to me so very excited woohoo go UPS so very excited to like have the launch event in Washington DC at service now we want to empower you to do digital transformation for your Enterprises and for that we give you amazing automation tools so you can go back and digitize all those Legacy processes and break down those silers so that work is just flowing and we not only give you the tools but in this release we'll start giving you the insights and the opportunities so that you could do more and get the maximum value from the service now platform so let's look at two demos to see this in action any analytics fans in the house woohoo so one of the key feedbacks you have given us is like hey analytics is disjointed I have to create multiple different dashboards for multiple different data sources and then I have to stitch it all together to make sense and get insights and it's very very hard so we worked on it we not only Built a unified platform analytics experience but we also made it intuitive and seamless let me show it to you so here I go and type platform analytics and in analytics Center this is the one place stop where you can go and ask questions about your data you can go and see all the dashboards you have ever created in this one place stop you can go look at the data visualizations everything shows up here from this exact same place you can even create new visualizations now the cool thing is is these visualizations will be data agnostic you could create Vis visualization here where data coming from performance analytics metric base or ux analytics let's take an example here I have built my personal dashboard I have couple of widgets where data is coming from table data couple of widgets showing data from kpis which are coming from performance analytics and I have this map where the data is coming from user experience analytics it let me tell the story which I want to tell with data and not only that the platform is always trying to find insights for you so if you go to the insights panel this is another cool functionality which we are adding it finds the right insight for you so here it's figuring out that one of the kpis which I have created is going to miss the target that's not good let's take a look I can go to that page and it exactly figures out what kpi it is I can go and drill down more into that data and do the exploration or if you're like me I'll again hit the insights button and it exactly finds me where the problem is you see the slope number of open incident should go down but on Feb 27th there is a deviation happening so it exactly figured out where the deviation is in that slope and now as a kpi owner I can go back and figure out what happened on that day and go fix it so that I don't miss the kpi now you all must be thinking like okay all these are cool features but now are you going to ask me to migrate all my dashboards and all my visualizations to this new experience now this is the second set of feedback you all have mentioned us that like hey like we want to use the Innovations from platform but we don't want to pay the cost of migration migration is costly migration is risky so we build the migration for you so let's take a look at that so I can go to the migration Center and here you can learn everything about platform analytics you can discover all the new features which we are adding in this release and future releases you can go look at the frequently asked questions you can take it for a spin try it with couple of dashboards or if you're like me hit the start moving Button as soon as I do that it's automatically transferring all my dashboards visualizations everything which I have created for a number of years into this new experience but again you are in control you can go and hit compare for any of the scenario we have built this amazing diff experience where you can look at that exact same dashboard in the new experience and in the old experience and if everything looks great and you like it it's only one click of a button you activate and it's done now this is super amazing because all the hard work you have done over the last many years bring it to platform analytics and start getting the insights but service now is a system of action we want to convert those insights into actions into automations so that work is just flowing now let's take a look at that let's go to workflow Studio here I want to create a new flow now this time in the trigger I want to use analytics as a trigger so let's go let's type proactive analytics and right there it is now I can go select any trigger I can select if a Target is missed if a threshold is breach and I create a really simple flow it could be send an email if this happens or I can create a complex flow with it let's go back to workflow Studio another big feedback you all gave us was like hey your automation tools are super cool but again they are very disjointed to build an end to- end automation I have to go to many different places and again it's quite a journey for me so again we heard you we built workflow Studio a single place where all your automation tools and analytics shows up here I can open any Playbook and Visually see it and to end if you're more of a Canan kind of a person you can see it in a board View and see all the swim lanes and the tasks you can build flows without writing a single line of code and you can have all your complex business rules added to decision table and build automation on top of that so right here in workflow Studio you see your playbooks your flows your subflows actions data streams and decision table all in one place not only this we are giving you analytics on top of this so I can go and look at a particular Playbook and see how many executions per month for that Playbook Drive insights from that and again refine it to take it further we also know that when you are building automations you need Integrations you have to go to the store figure out what integration is available so we bought those Integrations right here here in workflow studio so you can look at all the available Spokes and use it and build automation so let's build something cool let's build that exact same scenario which I talked about with analytics but this time we'll use the power of generative AI to do that so let's give it a flow name let's give it a prompt here the prompt is like Hey whenever a proactive analytics trigger is breach for a security vulnerability send an email to that platform architect now I'm going to give this prom to now assist and now assist behind the scenes is going to use the power of generative Ai and flow to create this automation end to end let's take a look and just like that that automation is created I didn't lift a finger everything is right there it understood my intent it understood the trigger it came up with the right conditions and everything is looking great so I'm going to press done it also recommending me what are the next steps I can go and update the record now or I can send an email I want to send an email to that platform architect so let's click that let's drag and drop that data pill and as soon as I do that the email address the table the subject everything is autop populated everything looks good I'm going to hit activate now next time when it happens that email is automatically going to go and the automation is going to run behind the scenes I'm very excited to see what you all will be doing with the marriage of performance analytics ux analytics bringing insights to you and converting those insights with workflow automation into NN automation so super excited to see how you take it to the next [Applause] level now I would like to invite Kathy to show you more Innovations on top of our platform thank [Applause] [Music] you hello it's great to be here with you all today you guys are a great audience and for me I don't have a personal connection to DC so I'm just going to do probably what you want I'm going to jump into the demo does that sound all right all right so I'm very excited to introduce sales and Order management because it helps organizations to sell fulfill orders and provide customer service all on one platform and I'm going to take you through a brief customer Journey today uh we're going to show a how a salesperson can walk uh a customer through handling an opportunity a quote and then an order and then transition to customer service who can do some postale changes for that customer so we're starting here with opportunity management this is new on the service now platform and it helps salespeople to manage the full opportunity life cycle from prospecting to closing so as a salesperson uh if I have a customer who's closing an order with me I can come out here to my can band View and there's different sales Cycles you can Define and I can just filter down on those and when I find the right one I've been negotiating now we're just going to move it over here into the closed one column and it updates the status for me so uh completing the opportunity life cycle that you can manage now within service now so it's also really important for salespeople to provide great service to their customers so here from the account list as a customer contacts me I can click in and I can answer so many of their questions if they have questions about their install base I have access to their full install basee and can access that to help them understand what they have and then sold products this is a view of all of the products and services that customers purchase from your organization and so again I can answer their questions and provide a great level of service what I want to do now is I have this customer who's interested in getting a new a new quote for a security system and so from here from the account record I can simply initiate a new quote and fill in some information to get it started a description and an expiration date and then as we uh add line items it starts the quote process so one of the things we've enhanced in this release is pricing we've had pricing before but we've enhanced it so that now you have account-based pricing so you can set negotiated prices across your customers we've also added in this release pricing extensions because we know you have external systems that you use to manage your pricing it's complicated and we want you to be able to leverage that and pull that into service now so that's part of the Washington DC release as well so the next step is really to start configuring this quote so the catalog which we've had for a little while but we've enhanced it again so that you can browse through a hierarchy here or you can search using terms or keywords or codes to be able to locate items in large cataloges more quickly so that's really important for salespeople to be efficient now that I've located this bundle that I want to provide a quote on I pull it up and this configurator UI is also brand new we've heard loud and clear from you that you need an easier order and quote configuration experience so now that these options are presented to me I can walk my customer through picking a monitoring plan rules enforc you know I can only pick one you'll see the price over here changed as I keep adding things to the quote so cameras and sensors things like that setting my quantities all of that's detailed here so I can communicate it to the customer so when I'm after I validated I can add uh that bundle into the quote and it expands all the line items so that I can see the details here so now I'm doing kind of a final step I mean we're obviously fast forwarding through this process but I can validate the quantities and the prices discounts you can configure in the system so I can explain what all the markdowns would be and then hopefully the customer at some point agrees to move forward with this quote and it becomes an order so now by marking it complete this button shows up here and this is where the power of the platform really comes through because we've seen opportunities the quote and now just by clicking a button I can automatically create the order from the quote I don't have to do a manual copy paste of data I don't you don't have to integrate systems for your company it's all on the service now platform and with final review and then submission we move from the order capture stage into order fulfillment now generally there's a different fulfillment team and what we've heard from them is they need easier way to manage complex order fulfillment and so all of these tasks here these are generated by a subflow within flow designer right and now you can get a visual view a Gant chart view showing you over time all those tasks and most importantly if things are at risk of being delayed so that people in order fulfillment can take action to keep the order on track all right so that's the order timeline view so the next step I want to fast forward forward again a couple weeks go by and that same customer calls for a problem with a camera they call your customer service team and so customer service helps them with the problem and at the end of the call they say hey I want to add a couple more cameras to an order I placed several weeks back well now I can come to the same sold products list that I showed you a minute ago that the salesperson was looking at and you find the right uh order and now these are new buttons up here that allow you to do postale commercial change modify suspend Services disconnect and so what I want to do here is do a modification on an existing order this is the same catalog that came up just a couple minutes ago so whether you're doing an order a quote post sale all the same catalog all I need to do is change the quantity and updating it creates a brand new order it's a change order and you can see here that just this one line item within the bundle was updated right so submitting this order again starts the fulfillment process for that one order line that's been updated so that was a lot in a short period but this is a kind of the 50,000 foot view of what's in sales and Order management and it helps organizations to do all this on the service now platform selling fulfilling and providing great customer service so that your organization can optimize lead to cash and increase Revenue so that's it for me and that's okay you can applaud thank you I'd like to bring Lauren back up on stage for the next [Applause] segment woo that's what we're talking about wow thank you so much Kathy thank you Kush and thank you Theo let's give one more big round of applause for all those demos today thank you very much now ladies and gentlemen it's my pride and privilege to Pivot today's conversation a little bit away from software and to reflect again the innovation of the Washington DC Community please welcome to the stage Allan Andreas and Kena tolver for this lovely panel [Applause] conversation thank you welcome thank you so much welcome to the big stage Kena and Allan how are y'all doing today I'm excited how y'all doing woo well thank you so much for joining me here today you two have some very storied and amazing careers that we will be talking about slightly later but first I got to ask you what did you think about Washington DC for so far software-wise I'll Kena I'll kick things off with you sure so I am an itsm product manager so currently I'm working on an amazing project where we are transform Transforming Our IT service desk to use the virtual chat agent so I'm super excited about some of the new features like integrating it with Microsoft teams I feel like this is going to enhance our self-service capabilities we're going to be able to communicate effectively more with our customers live agents will be able to you know get those reduction in tickets closed out and I just think that teams is such a tool that we use here in the public sector within the government and I know that teams will definitely enhance our interactions with our um end users I'm also super excited about the large language modeling Discovery topics I think that that's going to really enhance us being able to discover topics more faster um we're of course we're using the Vancouver Vancouver version right now but I feel like you know we'll be able to discover topics you don't be able to have to require to be utilizing utterances and intents and I think that that is going to be an amazing feature for the new release as well we have to chalk up that teams integration on our side well internally might be really fun to have Alan got any particular favorites yeah so there's a couple that I'd like to point out especially for the DC area uh the new imp platform support for KAC and pivar digital signing is a huge thing I think uh for a lot of the federal agencies and things out there that are using those uh previously you had to kind of there was a few options out there but one of the main ones was working with Doc you sign and so with that you had to actually have an executable installed on the client on the on the the laptop and as you know that's probably not going to fly then you had to install a browser plugin as well on top of that and so now using Adobe Acrobat Reader which most application or most uh computers will have installed already uh you'll be able to leverage that right within the platform so super excited about that the other is the uh the software developer kit as you know it's really the last few re releases have been kind of low code Focus this one really swings the pendulum back toward Wards the pro code side of the house and the benefit here is that for people that grew up coding with the platform and kind of like you mentioned earlier it gives someone a pathway to say okay I've learned some of the basics now let's Branch out and move into a bigger uh opportunity here using thirdparty libraries and things like that so that's just a few features I'm excited about very exciting now pivoting a little bit obviously we've talked a lot about AI today and I'd love to get your thoughts and feelings about how AI is not only progressing throughout the industry but also how it's transforming service now as a platform as well I'll keep on with you Alan okay yeah so with AI you know that increases accessibility to the platform and with that coming you know the need for governance and so that's a big topic here where I see service now has been a part of those discussions even with the European Union and things like that with the new AI act that just kind of passed recently uh that is big on really making sure that you have a governance structure kind of stood up and I see service now kind of leading the way uh there the other piece is uh with the ability to listen to the community so service now is huge on the feedback give us you know what we're looking for as kind of kush mentioned during his presentation they're actively listening to the community and saying tell us more about that and so with service now where I see this thing kind of going is the AI around continuous Improvement so now you have generative AI which is generating text to code text to flow things like that now I see things going to continuous Improvement so we've had a version one or a first iterance or pass on that code now service now can review that again and actually say hey we've actually noticed that there's a way to tighten this code up or do something a little bit differently so I see a continuous Improvement initiative uh with AI leading the way and really starting to do that from a platform Health perspective as well so love to see that continuous governments or excuse me not government that's L here continuous governance is always a fantastic thing Kena what are your overall thoughts and feelings I'm super excited about the use of AI especially for developers I manage a lot of development teams currently right now and I think that AI is going to really enhance our development efforts we're going to be able to develop a lot faster developers are going to be able to leverage the things that they learned before the use of AI but we're also going to be able to save a lot of money with our customers so I'm extremely excited about the use of AI you know I like Lauren like um Alan had mentioned comment to code text to code there are just so many new features that I think are going to be super amazing for us to be utilizing um I'm so excited about being able to leverage AI not just for developers but for live agents for the end users to be able to leverage self-service capabilities um being able to connect with knowledge articles at a faster pace through the use of things like the virtual chat agent so I really think that it's not just going to benefit developers but it's going to benefit everyone that's going to be interacting with AI through the use of these amazing capabilities that are coming out fantastic now again I kind of teased a little bit earlier that we're going to speaking a lot about your careers and your stories as well these two are these two are absolute stars of our service now community and so I just wanted to start I'll start with you Kena how have you seen service now kind of enhance and improve your career and your kind of your your overall story first of all the service now Community has been amazing especially during the pandemic I started to actually use service now um I got introduced to service now in my current role uh I was pretty much KN didn't know anything about service now so I was extremely new to the platform but my manager came to me and he said hey we have this project where we're moving Our IT service desk from remedy to service now would you like to lead the project and I'm like hey I was hired to work as a Drupal project manager but hey I'll jump in and work on service now so I I would say you utilizing the online community has just really helped me jump start my career in this ecosystem I've been able to meet so many amazing people I've been able to leverage my knowledge a lot faster through my relationships through the content that's been been that's always been produced on a regular basis and I've been able to also show other people that they can do exactly what I have done by having zero knowledge so I think the service now has really helped me to get exposure to other projects like SE Ops GRC case management applications and I would just say that I just feel like I'm constantly learning so I'm excited about it always be students the platform that's my mot too Alan what about you I I have heard as we were prepping for this conversation y'all have kind of been to ships passing in the sea of your careers have overlapped a little bit to my surprise yeah so for me you know I was in the Marine Corps for eight years Seer five Seer five easy easy all right uh yeah but I was in the Marine Corps for eight years and I did Administration in in there so you know I was everybody's best friend I kind of helped control the pay a bit so they were always trying to hang out and and all of that uh but anyway so when I got out you really do that transition you you evaluate how can I segue from military to trans to civilian what can we do here what what's the opportunities and so for me I got out and I started as an administrative assistant and moved into being an executive assistant and one of those days you know after getting the person's Drive cleaning and bringing it to their office they said hey can you bring me you know some coffees to this big meeting we were going to have and I'm walking down the hallway and I've got these two coffees and I go you know what this isn't my jam this is not what I'm supposed to be doing here and so I did everyone once in did you end up delivering the coffees I made the coffees made the coffe I delivered the coffees but then I turned around and I actually kind of just left out of there so anyway fast forward as most of us fell luckily into the platform just happen to be had an organization that was using service now and then I started asking questions about hey why is this field this way what what could you do it this way that way and so they ended up saying hey you sound like you want to know a lot more about the platform won't you become an administrator and I kind of got lucky with that path there fast forward a few years uh I started to hear about the certified Master architect program from the expert programs with service now and so for me it was like the dream to get there so you start to plan out your path of how you're going to get there step one two three all of that and you start to try to put those Wheels into motion yourself and so for a lot of us you know we really limit our capabilities to what we do daytoday our impact our exposure to the platform is limited to what we do but for those of us that really want to Branch out there and do more you have to really get outside the box there and start to set own goals for yourself and so for me uh I ended up becoming a certified master architect just last year so big achievement there thank you very much while prepping for knowledge by the way I will add he was part of the curriculum that was taking in knowledge last year uh doing a presentation for that but we had our last week 19 was during the knowledge conference so it was either study or go to knowledge and I said yes we just did both right that was the slogan yes there you go so uh for me uh after that and I'm one of the few uh military veterans that are also CM so we're looking to get that branched out more let's get some more veterans in there uh but for that after that um I started working in public and private sector Consulting and things like that through my journey and that's where I ended up working as a lead architect for a consulting firm that uh did work with the Department of Treasury where Kika is at so luckily for me we actually had cross path uh previously um great project manager by the way uh and so for that uh that's you never know the community is so small but it's a lovely ecosystem and uh you never know who you're going to end up meeting or interacting with later so fantastic also again I want to acknowledge shout out to all of our troops and we extremely grateful for everything that you do for this country so thank you again for bringing attention to that community so thank you now I'm going to steal a bit from our service Now podcast one of my favorite questions that I like to ask any guests that come on this podcast are if you're in the crowd right and you're seeing these stories and you're feeling inspired and you're wanting to follow in Kena and Allen's footsteps what possible do advice do you have for those people that are starting their service now Journeys I'll start with you yeah and so it's really don't be afraid to put yourself out there a lot of us you know we have this impostor syndrome and I and I'll be honest being a CMA I almost feel like it gets a little bit worse because now you go into the room and they're like oh you're a CMA you you know everything and we none of us do and so if you think getting to CMA is going to get that all away and put that in the closet you're going to have to deal with that impostor syndrome is real so don't be afraid to be yourself and the big thing as I mentioned before is set goals little bit by little bit knock them out one at a time and grow and the other thing is if you're not involved with the service now Community the forums social media slack the developer advocacy team get involved you can be right here where we are today sometime next year or the year after that you never know but you have to put yourself out there and if you like to be creative with what you're doing maybe you're like well I'm not technical but I know I I can do some good design work with Photoshop or I love to do things with uh making videos then be a content creator about things you've learned about the platform and so that's some of the big things that I think for someone starting out is that you don't have to be a developer to get in absolutely not fantastic words of advice Kena I have saved the final word for you what type of advice do you have for the newbies in the audience that are excited to start their service now Journey so it is not a Sprint it's a marathon it's a good sound bite that's very true if you you do not have to learn everything all at one time because there's so much more to learn I learn something new every day on my job and I think sometimes those are those that are TR trying to transition into the ecosystem they're trying to be a specialize in everything and I think it's important to like figure out one or two things you want to specialize in initially and then make that your way to get into the job don't let job descriptions intimidate you because there's so much out there for you to learn but you're going to have to be a student of your career I think it's so important as you build your brand within this ecosystem is to create your own service now alra ego some people call themselves the mayor of service now I call myself the corporate Rabel of service now but I think it's important as you build your brand to build in public and bring your extra secret Souls what is your recipe that you're going to bring and add to the ecosystem and continue to build relationships and you'll have an Unstoppable career I love that the service now Alter Ego that's fantastic I cannot tell you how happy I am that I got to speak with you on stage today is my pleasure so please give a fantastic Round of Applause for both Kena and Allan and welcome back to the stage Chuck tamasi thank y'all so much fantastic thank you so much awesome boom boom Oh two great people great stories great advice I love it absolutely this isn't over yet there's more there's more content we invite you to get out your phones take a picture of the QR code that's there we've got you covered there's more content on Washington DC coming absolutely and not just more content we've got content of every single media type you can think of we've got recordings we've got upgrade kits and all of this is starting on March 20th here online as well as in the general service now community ecosystem that's right and the fun isn't over yet because we are only 47 days away from knowledge and that includes Creator con no not just Creator con the 10th Creator con so please join us in Las Vegas for that amazing party we've got special surprises already planned in store for youth so be sure to join Jo Us in Las Vegas for this road to knowledge consider this the start of the road to knowledge so stay tuned on the service now Community for all relevant news and bulletins make sure to sign up today would be good today is good we'll see you in Vegas May 7th through 9th wo thank you so much thanks everybody