hi everybody we are going to be starting this webinar in just a few moments we're going to give folks about one more minute to join uh to make sure that uh there's enough folks on uh while we are waiting let us know in the chat where you're joining from we'd love to see uh who's joined I am based out of Vancouver Canada um let me know uh if anybody else is from Canada from the states elsewhere I see another Canadian Madison Wisconsin St Louis wow Poland wonderful Kansas Vegas we're going to be in Vegas soon for knowledge German W dialing in excellent Detroit Brazil wow congrat thank you for dialing in from Brazil that far away another German another Canadian all right we're going to give folks about uh 30 more seconds to join Amsterdam one of our speakers uh here Mo is from Amsterdam as well great to see that o ah somebody knows Mo San Diego the birthplace of service now all right I think we're going to get started um let's see I think we can uh see your screen so my name is mik sisan I am on the product marketing team for service now impact um I just want to go over a couple of C hous housekeeping items first so uh this presentation may contain forward-looking statements that reflect the current beliefs of service now and are based on current information available these forward-looking statements should not be relied upon in making purchasing decisions uh today's session is also part of live on service now which is a curated event series that connects you with service now experts and peers that can help you deploy your products and Achieve value faster uh we hope you join us again at another webinar or one of our 360 exchanges you can see the schedule by scanning this QR code or using the link in the chat uh before we begin a few quick notes uh would' love you to ask questions we will Reserve time at the end of the presentation for Q&A uh please do use the Q&A feature within Zoom to ask questions throughout the session uh this session will be recorded and shared on the service now Community afterwards uh feel free to head over to that impact product Hub on the community anytime to engage with experts ask questions see the latest Innovations and look for other upcoming events uh lastly look out for a survey following the session we'd love to hear your thoughts on it so as mentioned my name is mik cisin and I've also got my colleagues Mo fagar and Matt Hong on the call Mo and Matt before we bring you back on later I'll let you both quickly introduce yourselves on maybe Mo first yeah pleasure to to meet you all my name is mofa gear I'm a technical consultant at service now impact for the field of expertise in AI been at service now for two years and a pleasure to deliver this and and walk you through generative AI today as well with that and it back to Matt hey everyone uh great to be here today my name is Matt Hong I am a outbound product manager on impact and I work specifically on demos and a lot of pre-sales content really excited to walk you through a demo of what we've got cooking with the Washington release but with that I'll pass it back to M thanks Matt so before we get started we're going to do a poll um I'd love to ask those of you on the call how do you track the value you're getting for your organization out of your service now implementation um how many of you use formal metrics and dashboards how many of you just go with a gut feeling how many of you use manually generated reports or are there of you that don't have a good tracking mechanism in place for uh the value that you're getting just going to leave this poll open for a little while to see what folks uh have so I'm seeing let's see in the lead right now I'm not sure you guys can see this but in the lead right now is we do not have good tracking mechanisms in place just barely ahead of formal metrics and dashboard in a close second all right we'll give it a 10 more seconds here let's see gut feeling is actually last right now which is good only eight people use a gut feeling good all right we're going to end the poll here so you'll see the results U so you saw here we don't have a good tracking mechanism in place as the number one answer fortunately many of you do have form metrics and dashboards in second place here and then other others do have manually generated reports as well uh oh maybe I didn't share the results here okay stop sharing close the Perfect all right well if you found that full question challenging you've come to the right webinar because impact is a value acceleration solution and it's built right on the now platform itself um its whole purpose is to get you more value faster from your service now investment uh we will get into more detail later but as a brief summary impact gives you proactive insights prescriptive guidance tailored training and Aid driven recommendations and it includes both tech support and platform health tools and before I get into what's new for Washington DC I want to call out that service now impact is already being used by thousands of service now customers U so everyone we talk to from seu exec to service now platform owners and admins they've all been embracing how impact can amplify their expertise and accelerate their results and as we collaborate with you our customers we keep on collecting and adding more insights and best practices to the product so here's what we're going to cover today in today's webinar first I'll do a brief overview of what's new in this Washington DC release for impact then Mo will come on partway through and do a deeper dive on the AI focused accelerators and impact then Matt will come on and do a demo of the latest features and then we'll close off with a time for Q&A so um let's get started for Washington DC and what's new um in this release we've added even more ways to accelerate your business value and make your team more efficient um first you'll find new AI focused accelerators that help platform owners take advantage of the latest AI capabilities and service now and align them to the business objectives that your SE Suite Executives care about uh there are also a number of other new accelerators that help you implement and adopt your service Now Products faster on top of that both admins and platform owners can take advantage of improvements to instance Observer which is our platform Health monitoring tool and then finally we've added new ways to view information about service now subscriptions and training that platform owners will appreciate um first before we bring Mo on let's talk about that impact accelerator catalog and specifically the AI focused accelerators um if you don't know what they are accelerators are fixed scope offerings that give you access to the right experts like Mo at the right time to get you the outcomes you need um as service now continues to add new capabilities that help put AI to work for people we've created New Impact accelerators that help platform owners do this even faster so for example jumpstart your generative AI shows you how our geni features can boost efficiency and improve user experience um with it you'll get a temporary instance where you'll see an applied demo of now assist and also get recommendations on leading practices on how to take advantage of the service now generative AI controller U jump start your task intelligence is another one and it's all about how to infuse machine learning into customer case management which is going to make customer and agent experiences way better um so if you're a platform owner you'll get an overview of what's possible with task intelligence including a demo of how it works on a temporary instance and again best practices on how to get started with it and then to round things off we've also got accelerators to jump sort your predictive intelligence and natural language understanding capabilities for predictive intelligence or Pi you'll get an overview of four Pi Frameworks with an applied demo of clustering plus examples of use cases and a fation overview uh with jump start your natural language understanding you learn about features like planning building sizing training and more and all this is done so you can increase the adoption of your virtual agent tool by laying the groundwork for healthy Foundation um so the customers that we've spoken to are excited about these accelerators because they can now easily get a preview of geni features in action that are tailored to their business with that I'm going to pass it over to my colleague Mo for a more detailed look at the AI accelerators that are available as part of service now impact Mo I'll let you take it away thank you mik and with that let's uh I'll share my screen and we can go ahead and take a look at these AI accelerators and how we can support you go ahead and first uh accelerate your adoption with these AI capabilities to start realizing the imperativeness as as we've seen with AI and the advantages that we can start realizing enhancing efficiency productivity and overall the experience of your users that is definitely um an area to start looking at Ai and geni and how that can come into play so with that our team uh first briefly about myself I'm I'm a technical consultant so our team supports creation of these accelerators and also then delivery so all about accelerating um time to Value there so our team is the technicals accelerator at scale team and as M noted we go ahead and create these fix scope offerings that can support you go ahead accelerate your time to Value there in a particular product of Interest so that's usually focused in three areas it's either a jump start let's say you're interested in a particular product generative AI predictive intelligence AI search and we can support you take with a temporary instance there that's essentially a copy of one of your instances whereby you can see the product come to life in a in a clone of your or a copy of your environment there through this temporary instance that's exactly how we can accelerate the time to value and actually show you the value it can bring in in your organization there so that's the jump start tuneups is if you're interested already have a particular product would like that product to be enhanced there that's where we can come into play look into your assess your particular product currently look into where or provide you with tailored recommendations to enhance that and and align with service now best practices or leading practices there and finally we have expert connects which is essentially an ask Ting style of offering there have any specific technical questions that's is the accelerator that can support you there in terms of asking those questions and getting those clarified so in the AI space we have over 13 accelerators um as we can see here and there are many more to come even um in this year and the the next year there today we have a comprehensive package to support your virtual agent experience just all the way from jump starting it if you're still new just even the nlu there and laying out the foundation for intent recognition for your virtual agent which provides you the ability to have a more conversation like experience in the VA all the way to multilingual um support if you're a multinational organization or or even have um users based in using different languages it's a very good idea to start looking into that and then likewise with our tuneup Suite currently using the VA would like to enhance that that's where the suite can come into play likewise these ones that are marked in um the aster there in bold those are the ones that we have released in Washington whereby can support you in predictive intelligence task intelligence or even generative AI which will delve into further we have areas again in the search throughout um service now whether it's AI search or tune up your AI search or even jump start your AI Journey as me noted if you interested in terms um of your SE Suite or platform owners there are spefic specific strategic objectives Mission drivers that you have there how can we support you there look at what service now capabilities can can address those and also build a journey or a road map for you to go ahead and look into those AI capabilities Implement and start realizing the value accelerating the time to Value throughout all the AI capabilities essentially we have um within service now there with that let's take a look um delve deeper into generative AI so now generative a is an imperative for many organizations and has been a huge transformation there just uh taking an example from a report recently the future of work by McKenzie 60% of our day-to-day job will be changed or transformed as a result of geni in the next decade so how can we already start looking into that and supporting you with that so we have released this fix scope offering a jump start your generative AI but if you have any interest um in terms of the geni space there let's say it's just um you're trying to plan whether these capabilities make sense or the value there that's where you can just request this accelerator we'll go ahead and take a clone or a copy of one of your instances there which is through the temporary instance and then with that we can enable all these um capabilities and bring to gen geni uh to life essentially in one of your environments there I provide you with that instance for your testing as well for a period of 30 days so within service now we have released a wide Suite of geni capabilities I'll be going into some of those in a second this if you're interested in gaining a further understanding of what is generative AI within the service now context and how you can make use of it and also see a demo of those capabilities an applied demo in one of your environments highly recommend you to go ahead and request um this accelerator or reach out to your impact CSM customer success manager they will be able to support you with that um accelerator as well are raising it this is essentially the flow that we have whereby we provision an instance we activate all the required plugins as part of the setup then within the coaching session is this is where we guide you in terms of the capabilities what we have out of the box available that now syst and how you can make use of it and also taking into account your priorities which gen use cases make sense um in in your context and your objectives there so that's the coaching session and after that the coaching session you will get implementation guides Key Resources what are the best practices regarding gen how you can set it up and also any questions you might have you will have access to a technical consultant like myself or anyone of our team there to support you with the questions uh that you might have for the next 30-day post engagement as well so I can support you even if you're looking to take that to production you have any cues um or any questions that those can be addressed within those um 30-day follow-up periods and taking it more broader in terms of how or what does generative AI mean in the service now context and what capabilities we already have available today before that are there any questions we can see there's four in the Q&A make should we take any questions now or uh let's leave the questions till the end uh yeah please do enter your questions into the uh into the Q&A we'll make sure there's time at the end for those perfect so that's and here the strategy of of service now we have two terms of the generative AI space have either a general purpose um strategy as well as domain specific strategy there so what the what do these two mean in terms of the general purpose strategy so we know service now is a platform of platforms essentially where by you can integrate and orchestrate into any third party systems or external systems you might have and exactly the strategy we allow you also to leverage within this um generative AI space as well whereby you can bring in any third party models as your open AI open AI or Google bard or Gemini more recently that's you can bring that into the service uh now platform and start building out use cases as well and that's within the general purpose large language model space but we have also worked with the leading um geni organizations their Nvidia and hugging face to build domain specific large language models what that means is rather than having to build a one large language model that is able to do it all we are building large language models fine-tuned for specific use cases so these are smaller more accurate and faster large language models that can be infused directly to our platform and start achieving use cases there so to give you an example with Nvidia we have worked um within video there to build a large language and fine tune a large language model that can go ahead and provide summarization for end users in the portal or virtual agent and likewise if and it's through with hugging face we've built one of the world's strongest large or terms of accuracy there strongest performing large language models for text to code that's St coder and it's there's also a second version of that that we released in February star coder 2 so these Innovations we go ahead and go fine tune those and build those out Infuse them into the current workflows and the platform that you leverage so so as a result these are fine-tuned and trained on service now data so you see better accuracy and also it's all within our data centers the Nvidia gpus that are processing uh these specific requests Sol within our data center and the security and governance aspect of it is also to maintained as is so then when we're looking at our vision towards this um generative AI we will be leveraging generative AI in every workflow that we have in service now whether looking at it at the technology workflows and the space of it there how we can Empower agents there to have um a higher deflection rate by through sell solve for users as well or fostter root cause analysis or even if we're trying to summarize an incident after the PO incident summarization and find what exactly is has happened here or likewise for end users I want to understand how I can go ahead and present um employee requests if they are automated resolutions that I can present them rather than having to open an incident or call the help TK I can use geni to go ahead and and address that use case as well and likewise presenting end users with selfsolve capabilities like summarizations to knowledge articles just steps so they don't have to reach out or or open a specific incident or case there and likewise on the developers and creators as well that is also a huge space there is now we can Empower and a or developers there to directly go ahead from text to code or to an application or to a whole workflow as well that's the ability then significant enhancement of developer productivity but likewise the speed you can take your applications um to production can be increased as as a result there this essentially when we're looking at um generally where service now is is going with geni it's every specific workflow will go ahead and and leverage um gen and empower the end user or the person that is leveraging it to go ahead and work faster there or do more of it less we see that also within um the specific uh if we look at our our demos here as well in a second we'll be able to see the power of this as well but before that huge benefit of generative AI in the service now context is I can go ahead and all the what you traditionally do with a large language uh model you need to go ahead and first let's say you're currently using an llm you would like to integrate that into service now and start building use cases you'll need to integrate that and then there in terms of the AI um space there you need to correct the model drift test the large language model you need to vectorize all your data meaning if you have incidents records different types of um data there images videos those will need to be vectorized in order for the llm to be able to pick those up I need to customize and build all those gen actions and I have the technical Deb Associated to it and also it's outside the platform so the data security and governance piece of it but the advantage here the huge transformation we're bringing about is end users or even admins there can essentially with clicks of a few clicks there activate all these gen capabilities have them already infused into their current workflows if I'm trying to get an incident summary essentially I just click on the activate skill button and I have that already for my agents there to start working on that and we see here even a code from a log Tech um a platform owner there Logitech manufacturer being able to start using these capabilities in under an hour that's the huge Advantage um that we see also within the platform now to see all of these capabilities and just give you a quick highlights of how these generative AI capabilities can support you and to transform your current user experience productivity and and efficiency in your organizations so here if I look at the previous process if I want to ask any other end user there if I go into a portal and would like to get any support there I just can go in a portal and ask a question for example I would like to recover uh some emails there how can I recover those deleted um emails so I can just go in and ask that question and accordingly I'll get some results there as we can see here and here these are Links of results and if I want any specific answer I can just click on that knowledge article which I see is relevant I have to read the knowledge article to get the answer there for my request so as a result as a user I also can tend to just reach out to support if it's a critical issue I'll reach out to the Service Des to help me get that um fixed quicker rather than self-solving and likewise that's the same experience that we see in the virtual agent if I am within the VA currently as a user just um first I have to enter what I'm looking for how can I recover deleted emails and then accordingly the virtual agent will present me with um a response let's say this is the second click that I have to take into account in order to get to my answer then I'm presented with that knowledge article and if I am interested to read more about the knowledge article I'd have to to click on that go to the knowledge article read about it and then I can come back to the VA to get um a response there but rather now with generative AI the three clicks that I have just taken and it plus the time to read that knowledge article to get my answer can be just reduced to getting a summary so if I ask the same question with rather a geni enabled um in the portal there how can I recover deleted emails we see I already get here a summary that is generated by nowy by default defa deleted emails are moved to the folder and can be recovered from the dumpster so I know exactly what I need to do so the time to read all that knowledge article and the steps there are essentially reduced to a mere just um seconds here and the end user can selfsolve there so that's the huge productivity up gain that we see and moreover that's the same in the virtual agent again if I ask how can I recover deleted emails where previously it took me three clicks and the time to read that knowledge article to find my answer now I can just enter that in the VA and accordingly in a second there I can get the answer is generated by now assist this is the specific um response there and I can already rate that as well as part of um the feedback mechanism for geni to improve as well so that's huge productivity uptake that I can see as an end user just being able to sell solve now and we have seen already a reduction in incident volume with um the C early adopter customers of more than 18% for incidents as a result of this capability here the now assist in AI search but likewise I can also apply this for agents throughout the agent um experience there as well if I would like to get or no longer do I have to read long histories of um cases to get up to speed to an an incident but rather I can just click on a summarize button and I can go ahead and get that um specific summary there and get up to speed to that incident so time it takes again for an agent and the productivity there drastically reduced as we can see here what is the issue and I know exactly what are the key actions that were taken and I can move forward with my activity there but likewise also resolution notes something we typically see with um customers and um with agents there they working on many incidents and cases so they just tend to enter resolve done but now if we can increase the the quality of that resolution note few the agents that are working on any incidents that come in again I can rely on the past Sim U incidents that are similar and the agent can just copy that resolution note so that's the significance or or enhancing that the quality of that resolution note can bring a lot of value there so if I'm agent currently I just Chang that um to the state resolved I can already just um see that the following field has been filled using the now assist capability and here we see the the resolution note already being generated there so a significant again in uptake in in productivity for an agent plus the quality of these resolution notes are increased as as a result of using gen here it's not only for end user but also for the agent and as we saw even for developers there are capabilities that can significantly transform your productivity experience and and efficiency see any organizations here just uh bringing it all together here within um service now context I mentioned we are releasing capabilities in all workflows there so we see here in terms of our road map in quarter one with Washington we released um gen topics for virtual agents the analysist admin experience which brings all these capabilities together for an admin to set it up in minutes as we saw there and also with um multi- turn convers so in the VA how can we make these conversations more natural and even if a user would like to ask follow-up questions how can that we bring that about as well and likewise with creation of knowledge articles or even generating responses for agents there and even personalized conversations understanding who the user is and then having personalized um conversations or geni but that essentially personalized to a specific user those areas you will see in in service now all areas essentially in the the platform will be leveraging um Jenny either but that thank you very much and we'll take um questions either in chats or towards the end of the session great thank you everyone yeah we will take uh questions at the end of the session to make sure that we can have a nice compact recording for those who want to watch this um as a recording but um thank you so much Mo I I'm just always amazed at how quickly gen has been um sort of uh integrated into the service now experience even me as a service now employee when we use our now mobile app we get such great answers because of that um that virtual agent assistance and now assist feature uh where we don't have to scroll through like four or five different articles to figure out the answer it's just there right in front of us in the uh the summary exactly um so anyway these that was just the AI focused accelerators that were that Mo was showing you and how they can improve your life with the the Gen and other AI features in service now as part of service now impact we have also added a number of other accelerators um like these ones focused on your cmdb strategic portfolio management platform analytics customer service management project portfolio management and we keep on adding more of these accelerators later and the goal is really to get you up to speed and using and adopting these features faster um and making sure that you've got your platform set up so that you can take advantage of them quickly um so before I turn it over to Matt for the Dem our other presenter let me just cover a few more new things in Impact that I think Matt might also touch on a couple of these um the first one is related to our instance Health monitoring solution called instance Observer which helps you track the health of all your service now instances in one place uh for Washington DC we've added a new accelerator called intro to instance Observer which will give you an expert primer on how to use it to monitor your platform Health if you've never actually used instance Observer before uh We've also added a new feature to it called database growth summary which gives you an overview of critical database metrics like total instance size and growth largest tables and fastest growing tables so you can optimize its performance next we've added a new place to view all your service now subscriptions in in one single easy easy to View Place uh that makes life easier for you if you're a platform owner because you'll see a comprehensive list of your entitlements across all your instances you'll see the start and then dates for contracts and what applications you're entitled to use and you'll be able to click a link to go directly into each instance to see specific allocations and manage them and then the last New Impact feature I'll mention before I turn it over to Matt is the new training insights we've added this feature will help you get the most out of your training plan because you'll be able to see the training data right inside impact so you can make sure you're taking full advantage of all available training options you'll see things like learning credits you've consumed when they expire training history what's been completed and what's in progress details on vouchers and certifications and which users are linked to your organization's account now it's finally time for Matt to do his demo of all this new stuff Matt I'll let you take it away all right thanks so much M hello everyone uh once again I'm Matt Hong product manager on impact and it's great to meet with you all today um like M said we have been sharing some of the newest features in the impact digital experience so I'm really excited excited to actually show them in action for you all today so let's go ahead and get started first thing if you have logged in to the impact portal you may have noticed that we have updated our header navigation up here for customers to consume impact better we've re-evaluated our existing header navigation and made naming and organization changes for greater Clarity here from the left hand side here it starts with activity this is where you can interact with your squad track recommendations access your conversations and tasks next we have initiatives and accelerators they have moved in together Under One Roof here this way all of your squad Le engagements are in one place the next three headers that we have here are key categories to help you track measure and improve your service now Journey from platform Health this is where you can track the health of your instances from Health Scan instance Observer and Technical Support value Journey this is where you can measure your Roi and operational metrics with value blueprints outcome performance and business value product adoption this is where you can track the implementation status of your service now entitlements through the capabilities map and our new subscriptions page we'll get to that in a second and lastly we have our benefits and usage tab this includes a list of all it is that you're entitled as an impact customer this is where you can find a list of all benefits your consumption report training insights as well as additional resources so while we're still on the homepage here you may have also noticed that we've made some changes to recommendations first personal and Company recommendations have moved up towards the top underneath your tasks right here next we have also included a new section right here where you'll receive personalized content recommendations from now create these are generated through a machine learning algorithm and this content will help you through your adoption Journey servicing the right content for you at the right time so as we're talking about product adoption one great way to accelerate adoption is through ART accelerators which are those fixed scope off offing led by service now experts in the Washington release we've released many new accelerators including one on jump starting generative AI in your instances that Mo had that incredible walkthrough of so how can we actually kick that accelerator off well first we head into the accelerator catalog right here under initiatives and let's go ahead and search for that title and once we click in in this fly out we can get more information about this Hands-On um coaching session walking through key capabilities features top use cases for leveraging Gen AI in the now platform and if we wanted to go ahead and get started we would quickly set up the initiative right here in addition to accelerators training is a vital part of impact since it helps provide the valuable skills needed to successful implementations and management of the service now platform that's why we're excited to share our new training insights page on this new page this will allow C customers like yourself to understand and fully leveraged training credits regardless of whether you're a platform owner or an executive at the top you'll get a simplified view on the overall count of learning credits as well as what has been allocated for what activities platform owners can also see a running list of their expiring credits within the next 3 to six months sorted by the expiration date with this information they can act and ensure that the credits are used before they expire so what exactly can these credits be used for well first off they can be used for trainings such as instructor Le or OnDemand courses that focus on a specific subject platform owners can now see the status of all the trainings whether they're completed in progress as well as the ones completed and seeing the breakdown of what type of training it was credits can also be used for custom trainings which can be included as user trainings or change enablement services that are designed to your organization specific needs and last but not least credits can also be used for vouchers which are used to earn certifications on certain products and capabilities platform owners here as they gaze onto this uh dashboard can quickly look into the status of organization of certifications in their organization as well as organized by that type of certification and at the very bottom here we've included links to helpful resources to help you get started on your training Journey these include guide articles links to now learning and more and we hope with this new page customers like yourself now have a comprehensive solution to effortlessly visualize their service now training efforts which presents again a real-time view of key metrics and indicators here can Now understand the team's learning progress their skill capabilities as well as help manage your learning credits more efficiently in Washington we've also included this new tab that M touched on which was on subscription management now you can easily visualize all your subscriptions and the cap abilities Associated to each this Consolidated view right here allows you to see all subscriptions across all of your instances and you can see the quantity purchased the contract start and end dates as well as more information if you click into a specific product so for example if I click into customer service management can get a list of all the capabilities that are included with this product and even drill in more to get more information about each of these capabilities so while we're here let's keep the adoption train going with our redesigned capabilities map this new view allows users to view the capabilities of their products all in one place you can easily understand what products your organization is entitled to and how you are leveraging these products today and you now have full control into organizing and visualizing this map in a way that makes most sense for you at the top right here you'll get a bird's eye view into the overall adoption status of all of your service now capabilities these are broken up by the implementation status you can see from not in use planning implementing and in use your service now Squad members can also highlight certain capabilities that they recommend and believe are vital to the success of the product down on the Le hand side here we can look at a list of all the products that are enabled in your instance so for example let's take a look at itsm from the summary bar up top we see that there are about two capabilities that are in use few that are in implementing planning a lot that are not in use some that need visibility here we can see that there are some that have stars attached to them which means that is recommended by the squad and if we wanted to learn more about this application let's say change management you can click in and in the fly out we find relevant resources that will help provide guidance on how to improve or get started on the implementation for this application so now you have full access and control over your capability Maps so let's say for example agent workspace for itsm we know that that is currently in planning so we can easily switch the status right here we see another one right here that needs validation cost management and let's say that this one is not as relevant for my team right now so what we can do is we can click the checkbox next to it and let's go ahead and hide it from the capabilities map if we decide to implement it later down the road we can always unhide it but for now that gives me a cleaner and more focused view into the current capabilities map so now customers in the release can be true owners of the capability map instead of spending valuable time with your squad updating the statuses of each individual capability can now use your share time on much more valuable discussions next I wanted to walk us through some of our enhancements to platform Health every impact customer now receives this monthly scorecard that is automatically published allowing you to immediately access your results on your platform health so let's take a look at what's included in these scorecards at the top right here platform owners can review their overall instance Health across these five key categories from manageability performance security upgradeability and user experience down below the health scam will create key takeaways observations areas to focus on that could lead to massive improvements across these five categories your squad can also add notes and personal updates right here scrolling down further we can see how our scores across these five categories Trend over time it looks like security this one has been going dropping down over the last three months so this could be an area of focus for us and not only can you compare your scores against yourself over time you can also compare with peers impact customers can further refine and filter their competitive cohort to better understand how their health scores compare to their peers can further filter these based on multiple Dimensions such such as you know size of the company age of the customer what industry they're in number of products monthly transactions and more finally I wanted to touch on instance Observer which we enabled for guided customers in the last release this gives you access to real-time instance Telemetry with the Washington release guided customers can see a snapshot of their instance performance directly inside impact and can launch into instance Observer directly from there for more details now this is just a handful of the many enhancements we've made to impact for Washington but with that I would like to thank you so much for your time today and I'll pass it back to M thank you all right thank you so much Matt um yeah as you see we are always adding more and more uh kind of details and things that you can do within impact so if you haven't logged in recently please log in um if you use service now and have impact and you'll see many many ways you can add value to your uh service now implementation so before we end with time for Q&A let's recap the key takeaways from today's session uh first we have lots of new accelerators within it service now impact not only the ones focused on AI that Mo talked about but also several new ones focused on things like cmdb SPM platform analytics and customer service management then we've added new ways to view insights on subscriptions and entitlements as well as training to make sure you're taking full advantage of them and then finally we've add added a new intro for instant zver accelerator if you've not used it before you you need a primer on how to use it as well as a quick way to view database growth uh within your instance Observer so thank you so much for joining us today and thanks also to my co-presenters Mo and Matt for the great information they provided today it has been our pleasure to share these new details about impact with you I hope you have a wonderful day and please check out our other Washington DC release webinars if you got a chance thank you very much and take care