hello everyone thank you for joining this uh live um service now live event for Samsung SDS zero touch Mobility if you're on this call you recognize that fragmented tools and manual processes um can't always scale to the growth required by a remote and hybrid World in Mobility management and proper Mobility management across the Enterprise is more important than ever before today's exciting call we'll be speaking about Samsung SDS zero touch Mobility which ERS zero touch Enterprise Mobility through hyper Automation and brings visibility to the entire mobile device life cycle from procurement to disposal this will be an exciting discussion with um folks from both the service now and Samsung SDS side on how this mobile device management solution provides insights unlocks efficiency and empowers your team for greater productivity and return on investment want to flash this here as well want to make it clear that this presentation may contain forward looking statements so please review the Safe Harbor notice and heat it as well this live event is part of a series of Live Events and we encourage you to join us at Future webinars and 360 exchanges you can see the QR code here as well and scan that sign up for as many as you'd like we're always happy to see familiar faces and these will be posted on our uh Community page as well um as recordings for you to watch at any time and we are just around the corner from knowledge 2024 you know what keeping items on today's call uh we will have time for Q&A so please um actively use the Q&A button at the bottom try and keep all of your Q&A specific questions there to make it easier for us to answer them at the end um but feel free to use the chat as well for anything else that strikes uh strikes you throughout the presentation like I said this will be recorded and shared on our community and after the event you'll be prompted for quick survey um please give us some feedback it always helps us make these better and bigger as I said the live events are part of our commitment to help our customers deploy and Achieve value um across the Buu particularly today we want to do a better understanding of how service now ham and Samsung SDS are working together and you can get some firsthand input from the team on the call today so without further Ado um you know I'm Michael kilio I'm the senior outbound product manager for it asset management and my focus is on Hardware Asset Management where I spend my time um speaking with customers using the product and documenting their uh their outcomes um in the first couple months or years and then put that feedback back into the product I'm really excited to introduce today um our panelists Eric fton and David kinlow um Eric why don't you give a quick introduction for yourself before passing it over to David yeah hi thanks Michael um so good morning good afternoon good evening everyone my name is Eric farington I am senior director of product uh for Asset Management here at service now uh I own our our products that revolve around uh physical assets and goods so our Hardware Asset Management focused on technology and also our Enterprise asset focused on those Enterprise Goods uh as well awesome Eric David um tell us a little more back yourself and hi I'm Dave Kimo I head up the solution business division sales side so I head up most B2B sales teams for uh Samsung SDS and the Americas our focus is on service now zero touch Mobility uh along with standard Enterprise Mobility Hardware software and services focused in general Enterprise health care and fed sled fantastic it is an absolute treat to have you both on the call today um discussing this new solution and so thank you for taking the time all right today not too much complexity to today's session because we got a lot to talk about and we have the right people to do it we're going to start talking about Hardware Asset Management um you know this is a service now product and uh Eric ferrington will be walking you through some of that then we'll pivot to the Samsung SDS solution and of course we'll leave time for Q&A at the end so make sure you keep those questions coming and we'll be tracking them throughout all right so um I'm going to pass it over to Eric to help us set the stage here um want to discuss what is surface now Hardware asset management and what's so unique about the now platform yeah thanks Michael all right so um you know when we begin to talk about Hardware asset management and what we want to be able to solve forward with for our customers uh in in terms of a practice and what we do with our our products Partnerships and solutions um we really want to be able to embrace uh our end to end asset life cycle that we're we're dealing with it's we we put a focus scope on on being able to maintain visibility accuracy and auditability of our asset records from the time that we plan to acquire them um until the end of life and we want to help customers answer those simple questions that they're struggling with day-to-day what do I own um where you know who's who where where is this object within my business uh what's it doing what's it performing is it performing end user functions is it helping Finance run some of their systems how is it helping uh and what's it connected to within my business and and ultimately um what stage of its life cycle is it at is it early in where we're U managing offline assets that are in in inventory where we're focused on uh those that are deployed and how they're performing in the active environment or how are we planning for that uh end of life cycle or maybe even refreshing those assets to make sure that um number one we're maximizing the investment that our businesses made in those assets um with maximized usage but we also have Clarity and understanding that it's performing as expected and it's still within our business next slide please so the way we do this is service now operates as as a singular platform meaning we have a single data model a single architecture uh that runs across all of our product areas and we want to make sure that when we're defining uh our asset records our object records and and the models that they roll up to that we're standardizing that across our platform that means that there's not multiple areas to store assets uh within the solution and and by doing so it allows us to concentrate and become very very prescriptive and proactive to help customers on their Asset Management Journeys to be able to then drive prescriptive workflows around common activities how do I uh request source and uh and obtain new assets how do I replenish my inventory stock how do I U manage temporary use or loan or assets how do I deploy those assets service them and then recup reclaim them um and then by doing those standardized activities we have a clean and accurate um cmdb or Asset Management database and it also allows to start extrapolating new values and and optimizations back to our business whether it's are we fulfilling more orders from our existing stock and we're maximizing what we have on the shelf or are we um doing proactive comparisons around maybe I have two types of network routers that are performing similar activity can I look at the total cost of operating those two objects and then be able to align and select one that maybe isn't operating at a at a higher margin for a constant repair that I can really optimize my business on what technology is bringing benefit to my users and to my systems next slide please so we we really want to be able to put the focus on for our customers of leveraging that single platform uh we want to be prescriptive but we know that organizations may have conditional needs so we uh still allow the opportunity to configure through a low code framework we allow the flexibility for uh our Partnerships and our Integrations to be able to continue to enrich that view But ultimately we're going back to that mission statement of do we know what we have do we know what we're doing and also can we prove it and by doing that and having that Clarity of accuracy of our data it allows us to drive into several activities whether it's optimizing our business operations reducing cost reducing risk uh or just making sure that we're delivering a positive customer experience when we're dealing in say our end user devices or critical business systems that we depend on to run our business and that run on those technology assets next slide please so it's it's that where I really want to be able to hand over to to Dave here and this is this is a great opportunity we had to to partner um with Samsung SDS in really creating this this mature total asset solution to help customers maximize the value out of their mobility and this was a critical partnership that you know we at service now looked at and said this is this is not something this is not a journey that we want to be able to drive to our customers alone we need expertise we need mind share we need the power of a leader in this industry um with Samsung to be able to align to our platform to help Drive these Solutions forward so Dave I'm going to pass off to you and I'd love for us to dive into a little bit of this uh zero touch Mobility Journey thanks Eric I really appreciate it um you've been a fantastic partner in this journey of bringing uh Enterprise Mobility life cycle management to the service now platform and a you know a much higher level uh than you know ever before so we really appreciate this partnership you know to that point we appreciate the Awards this year uh the Samsung zero touch Mobility product uh one built on service now solution of the year uh for 2024 uh and we've also won for the America's transformation partner of the year so thank you again for your partnership next slide please so what we were trying to address with zero touch Mobility is the fragmentation and complexity uh of enterprise Mobility management you know it's almost like digital transformation for God about mobile and most companies are still treating mobile devices like their blackberries in 2005 in fact I would say that the infrastructure that's managing your current devices is almost identical to what was uh managing blackberries in the early you know zeros um you know as opposed to a blackbery Enterprise server you've got an emm but it's probably the same group that's running it uh you got your standard support help desk that has probably been the same for the past number of years and then you've got Telecom which is normally handled either by an internal Telecom Group that's been doing it forever or an external vendor like a telecom expense management provider none of that has changed or innovated in 20 years uh so that has led to a very large issue in digital transformation which is that mobile devices are treated like phon that do email uh they're kind of an afterthought uh and we're really not taking advantage of the fact that they're not phones that do email anymore they're supercomputers in your pocket where the phone part is just another application uh and we believe the reason for that is because of this Legacy infrastructure that's supporting these sorts of devices the support burden is extremely high uh because of there's so many siloed systems that are involved in the Enterprise Mobility ecosystem that the amount of swivel chairing in the the amount of manual effort that's required in order to handle endtoend life cycle management you it just it makes it so that people are still running around with their hair on fire just trying to keep email working so anything above that is going to be a bit of a challenge uh so we've got really complicated support and one of the reasons for that is we it's one of the only asset classes in the world where we have decoupled the tools that can fix an issue from the people that are trying to fix it and by that I mean level one help desk almost never has access to tools like the Enterprise Mobility management platforms that handle security and and policy enforcement on the devices nor do they ever have access to the the Telecom systems normally what would happen is if you call up with a lost or stolen or broken or really any issue with your mobile device if it's not something that simply like turn it off and turn it back on again it's a ticket that goes to somebody that has to then swivel chair it into a different system so the odds of having first call resolution on mobile currently are very low uh I would also say that for whatever reason you know mobile is considered this outlier so it's managed outside of service now it's one of the only assets that you've got a huge amount of that's strategic but it's being managed in an external system it's in a telecom expense management system or an msp's control it's not inside of your cmdb in fact I'd say like 75% of service down customers don't have a single mobile device in their cmdb or inside ham uh so we would like to change that because really that's counter to service now customer strategies and and it really leads to the not effective inventory handling and and just really lack of visibility and not being able to take advantage of the now platform's flexibility uh and and capability next slide [Music] please because ultimately these mobile devices really should be the culmination of all the technology that's available now like I said they're not phones that do email you know these are supercomputers in your pocket and Samsung's new devices even have ai on board and they're connected to 5G highspeed networks they've got the ability to have augmented reality and virtual reality there are sensors that they can hook up to to get feeds for other Telemetry information and there's really good security all of that should lead to the fact that these devices are supposed to be a window to the cloud and yet there really aren't you know more than likely on your phone right now you've got uh Pim so uh you know email calendar contacts and probably a couple of SAS Solutions but you really don't have Cloud access you don't have access to real company data or all company data to allow you to do your job at the highest level and that's because of security and support issues but really what we want to do is make this that window to the cloud where you've got access to all the information you possibly can and that you can really be a mobile first company because that's where things are going genz are coming into the marketplace now and they have gone their entire educational careers utilizing mobile devices and applications that are tuned to mobile interface so simple easy to use uh and this is where you you've got to be prepared to go so next slide please and we've had customers actually do this you if you look at Samsung's customer Walmart where they gave away uh over a million devices to store associates in the United States uh you know this was for a couple of different reasons one of them was devices of benefit uh because retail employees you know getting a nice phone to be able to use outside of work for their own personal needs is it's a nice perk but on top of that it allowed them to really expand what they were doing from a digital perspective in the store you know before there was 10 maybe uh barcode scanning computers in the store so 10 of their employees could be out there picking and doing inventory now that every uh user has a device in their hands when they're in the store everybody can be a picker everybody can be doing inventory everybody can be doing so much more uh because they've got access to technology uh but it didn't come without its issues the deployment was very complicated the support is very complicated you can imagine a million devices even if you've got a 5% break rate that's a lot of devices a year so having some sort of Automation and some sort of centralized control of that uh life cycle management is absolutely key to success uh but there starting to see great success and benefits from going mobile first uh it's just the infrastructure needs to needs to be there to support it next slide please I mentioned gen Z coming into the uh into the uh the workforce you know Talis who's a large french-based defense contractor but they're Global uh was starting to see that new employees coming in were actually having lower productivity than Legacy employees and normally it's the other way around young people come into the organization they haven't been beaten down by the man yet so they're much more uh you know uh productive but they were seeing that that wasn't the case so they did uh some research and they figured out that the younger people that were coming into their their organization they had never used or very seldomly used windows or or Mac OS they hadn't used a full computer operating system they had gone their entire formative you know educational career utilizing smartphones and tablets and applications that were designed for that sort of environment there were that sort of interface so they were simple easy to use and when they were coming into the work Force where they were given you know a a big notebook computer and told to log in multiple systems that had complicated Legacy interfaces you know told to go and find a printer uh or figure out what a scanner is they they started to to go uh you know to to retreat a little bit you know in fact hp's got this uh term that they uh they coined uh called what is it uh technology um discrimination so you've got younger people coming into the the workforce who've never used you know a big copier or they've never used a you know a printer that's an industrial old Legacy printer and and they're finding it very daunting to deal with these Legacy products because they're not the simpl to use optimized interface uh so you know Talis was forced to go mobile first in order to allow their new employees to have access to the tools that they knew how to use to be productive and you can imagine that's a huge shift so how you get there how you you manage this thing that you know it went from a mobile device which is an afterthought it's kind of like a Blackberry but an overgrown one to oh my God this is our mission critical endpoint and they have to do that very quickly so you know being able to shift into that centralized automated uh you know highly efficient support model and inventory model was key uh and and that again wasn't an easy transition next slide please please because really where we're going is not only mobile first but you know Mobile in a way that we've never seen before if you look at you know manufacturers like Boeing or Ford or GM or any of these companies they're starting to go to what we call the augmented worker where it's not just one mobile device it's multiple mobile devices or it's a mobile device and accessories like augmented reality headsets uh and wearable devices to allow them to really uh you know streamline efficiency in production you know for example one of the plane manufacturers is using uh Samsung wearables devices and augmented reality so when they're assembling the landing gear uh you know for large commercial airliners they're using the watch and augmented reality to figure out exactly when the right amount of tension is put onto one of the nuts that's uh that that's there so that they can ensure that the installation's been done successful y it's taken the installation of that uh you know part of the plane from days to one day um so really there's a huge savings but you can imagine that supporting multiple accessories you know is something that you you really have to plan and do properly and service now is that Central control tower that can really streamline that sort of support and and life cycle management so next slide so what we we did was we mapped the entire life cycle of a mobile device you know from Cradle to grave so from The Ordering of the device through the enrolling of it into the management platform and the enrollment platform deploying it to the end user and then dealing with the life cycle of that device so you know the inevitabilities of lost and broken and stolen devices the uh you know warranty uh extended warranty Care Plus Apple Care kind of policy claims and then uh you know things like spare Pool Management Advanced exchange all the way to the devices Reclamation so bringing that device back for whatever reason somebody's leaving the company I need to get their device back I need to wipe it you know I then need to either send it for recycle or buyback or refurbishment and reuse so all of these tasks that you see here you can see that they affect different parts of the organization so they are very very siloed uh so you've got it operations HR Security Finance and procurement and all of these people have to be involved in order for this to to actually happen so you can imagine that streamlining this sort of workflow is very difficult because there's multiple different systems involved multiple different players uh and you all of these tasks that you see here these aren't all of the tasks these are just the ones that we could identify that require at least four swivel chairs currently so you can imagine trying to do that in the context of a more multinational you know larger Enterprise becom extremely difficult next slide please and to kind of nail that home you know this is again not the entire Enterprise Mobility ecosystem this is what I could fit on a slide uh and it's it's very busy but you can see that there's you know hundreds of oems that are making mobile hardware and there's multiple form factors and there's multiple os's you know to say that Android is One OS is actually kind of a fallacy because Samsung's version of Android is different from Google's is different from HTC's is different from honey Wells uh so there's multiple osses that need to be supported and you have to know which one it is in order to support it properly there are hundreds now of Enterprise Mobility management platforms used to be called MDM uh there used to be like four now they're coming out of the woodwork especially in the midmarket uh because it is kind of a commodity now and customers can have you know three or four of these platforms managing different asset classes you might have you know nox manage our our product managing your Samsung stuff you might have VMware managing your uh your other Android devices or your MacBooks and and uh Windows devices you might have J running your Apple product all of these are doing very similar things but they're siloed systems so that's uh you know an inventory that's scattered and not centralized there are a ton of mobile security softwares that have to be deployed and their veracity has to be maintained uh the posture has to be maintained there are hundreds of managed Services providers if not thousands globally and there's over 400 Wireless carriers and if you think about it every one of these logos that you see here has at least one Cal that you have to go into to manage their their their stuff uh in fact Samsung's got nine at least so you can imagine trying to do that life cycle in the context of a more sophisticated larger company becomes extremely hard if not impossible to do in an efficient and automated fashion at least that used to be the case uh Samsung and service now got together to try and solve this next slide please and we believe we have so zero touch Mobility for service now is a scoped application that's downloaded from the service now app store it's embedded with Hardware asset management or ham as Eric uh presented earlier and it has all of the workflows that you just saw pre canned so we've pre-done them uh up to about 75 or 80% dness the 20% is the customization that you can do yourselves or we can help you with to adapt it specifically to your company and your environment U so these workflows they download from the service now app store and they augment your service now instance that means that there's no data sovereignty issues or privacy issues or security issues because it's your data it's in your database we don't own that data nor do we see it we have no external systems besides those that you already operate that we interface with and we never get to see that data it's all yours even certificate signing is being done from within the service now platform so really this augments it's you know think of service now as our operating system and we're an application that installs on top of it so we take years out of the development cycle for you in order to add Mobility devices into your uh your service now instance and manage them in the most efficient way possible you know the watchword for what we did was hyper automation we wanted to automate these uh workflows to the point where no human intervention was required and on a lot of these workflows we've managed to make that happen you know the rest of them there's as little manual intervention as either legally or humanly possible so if you look at the Integrations that we have to do in order to automate these workflows because you can do these workflows or you can author these workflows but in order to automate them we have to have access to all the external systems and vendors that are involved in them in order to ensure that when somebody hits the button inside a service now everything is done through API as opposed to swivel chair and manual effort so everything on the left hand side of your screen in the light blue are systems so Enterprise Mobility management and UniFi IED uh endpoint management uh platforms uh like nox Suite uh Microsoft InTune uh workspace one Jam sodi Mobi control and IBM MZ 360 enrollment platforms so these are the platforms that force your corporate owned devices to enroll themselves in an emm like nox mobile enrollment Apple business manager and Google Zero touch because yes we are OEM agnostic this works with any device uh analytics platform so we've inte ated with for example Samsung nox asset intelligence and what that can allow us to do is to download an application through the emm onto the device and then get diagnostic information brought back on a regular basis so I can see things like application performance or network performance or more importantly battery performance so about 40% of the reason why mobile devices across every OEM are returned for repair globally is actually battery related and batter is a really weird thing because it can masquerade as a lot of other problems uh it can cause the radio not to work properly so you can think that oh it's connectivity issue or it can cause the processor not to work properly so you think it's an application issue so a battery can cause you to go down like 10 or 12 rabbit holes that eventually you get to the point where you're like I I don't know what's the matter with this thing we just have to replace it in this situation I would have seen that the battery was dying before it even became an issue and this is something that happens it's consumable across all OEM so I could then through the service now workflow trigger a replacement or send a replacement battery depending on the type of device before it became an issue so I can start getting preventative and proactive so in that situation I could take away on average 40% of a customer's downtime just through the use of Technology that's available now but that hasn't been you know as we say the the 3A aggregated analyzed and actioned that's what the service now platform allows us to do with the zero touch Mobility application so we've also started integrating geni so we've got a partnership with Watson we're also working with service now on their geni platform in order to have generative AI for Omni Channel interfacing so self service is great but you have to force somebody to actually go to a portal and use it so if they can go to a portal or call a help desk you have a 50-50 shot but if we could have this embedded in say a Microsoft teams where somebody could go into a Mobility Channel and type in the chat I've lost my device and they'll come back and forth and have a natural language conversation with you all the while triggering things inside of ztm and service now but just doing it in a natural language chat interface we believe we're going to be able to offset far more to selfservice than before because it's far more approachable especially for younger uh Generations where chat is pretty much the predominant means of communication it's something that's very uh you know comforting almost and they don't you don't have to call a help desk and talk to a a technician so everything on that side is is systems that we've apied into on the other side are Frameworks for vendor connectivity that we've developed and we have a number of those vendors integrated already so you've got your vars and msps and that's for The Ordering of devices or accessories or services like Advanced exchange or spare pool management or brake fix we have the carriers so uh you know AT&T Verizon mobile and we're not focused on expense so I'm not bringing in the invoice information I'm just focused on macd so move activate change deactivate I want to be able to say if there's a stolen device I want to trigger the emm to wipe that device immediately get that audit log back into service now and then tell Verizon to kill the SIM card immediately so I take away security issues and everything happens within minutes or seconds if as opposed to days or weeks so integration with the logistics provider FedEx USPS UBS DHL the reason for those Integrations is we want to have a very Amazon like experience where if somebody says I've got a broken device we can generate a shipping label and email it to them make it really easy and take away all that manual effort uh and make it as easy as a consumer interface which is what people really want uh and we can also track that shipment to get context I can see where that device is in shipment and therefore trigger certain commands like wiping the device and uh deactivating the SIM card based on the context that the end user has given up control of that device and handed it to a FedEx uh driver you these are the logistics guys uh we've got a framework for devices of service which is starting to become very popular especially in Europe but it's starting to become big uh you know Daz allows us to do things like leasing or renting of devices where all services all software is included along with the hardware and there's a much easier like unlimited break unlimited uh you know upgrade unlimited uh you know takeback of device with very little uh commitment on the customer side so Gaz is starting to become very important we have Integrations with the temp providers so Telecom expense management so where a customer has a legacy temp provider we can come in with our service now hyper automation solution and play nicely with those vendors so that we can all do our jobs properly and then buy back wipe and recycle or ecycle Pro uh providers integrating with that in order to ensure that you know that is a delightful experience as opposed to what it is now sending the device back getting the certificate of Data Destruction or of device destruction getting the ESG information like carbon offset and water offset and just really taking advantage of the getting money back for a device that we've paid for in order to help pay for the next version that's going out into the field but also taking advantage of ESG and and other data that can come from those vendors that right now probably isn't being utilized so I think we have a couple of questions Michael did you want us to take them now or later we we have a couple hand raisers in the chat and encourage folks who might have a question to populate them in the Q&A um but while people are doing that David we can we can uh keep rolling all right sounds good so this is the basic structure of the solution um you know and we're going to be growing it we've got you know a full development team that's going to 247 follow the undevelopment so our road map is really building out especially on the reverse Logistics side where it's extremely difficult also in global sourcing so allowing our customers to be able to have a central control tower to purchase any mobile device from any vendor globally but manage it centrally and have that Central visibility and you can see here that the the market opportunity for this solution is is insane uh and I think this is actually low at this point because this was a couple of years ago the Tam on this about a billion business smartphones you know if we include iot we include notebook uh we include uh even display that we're looking at adding into this platform that Tam goes into the multi-billions so it's absolutely enormous and the ROI on this is you know normally on average around 400 100% even if you've got a customer scrutinizing the ROI and really beating you down the ROI has never been below 200% so the ROI on this is insane uh and it really does address an issue that customers have if you if you if you're a customer right now watching this when I was going through that mobia strip the order deploy enroll manage while it's out in the field one of those areas I'm pretty sure gave you heartburn uh and of those areas can justify the ROI it's not the entire thing so we can help you with that we can come up with a business value assessment uh that is a you know a strategic engagement that's no charge where we can look at how you're doing things now and then map them to how we could do things better utilizing service now and ztm and show you what the benefits would be U so we're we're happy to to engage in that so with that um I wanted to take you through a demo thanks for that overview and I'll stop sharing and and let you share your screen uh when you're ready sounds good can you see my screen yes so this is the interface of ZT uh it really allows us to uh you know have a native experience inside of service now so being service now users you're probably very familiar with this sort of interface we've tried to keep it very simple but as a service now scoped application you're able to not even utilize my UI you could take this UI and slice it and dice it and put it into your existing self-service portals or whatever interface you wanted or just take my workflows that are automated and insert them into your current workflows where you've got manual Steps either way it doesn't break my application and we're happy to support you in any way possible so from here we can you know handle the enrollment and unenrollment of devices BYOD device enrollment so we can take something that's normally quite paper based and manual and make it very quick and easy even guiding the end user through the enrollment physically of the device into the uh the emm and getting them access to corporate data the reporting of the device lost and stolen reass assignment of the device so uh retail customers have a very high turnover rate so having a device in everybody's hand is great but if somebody leaves the company which happens quite often I need to be able to efficiently uh hand that to the new employee that's coming in you know before some of our retail clients were sending the device back to an MSP so let's say 25 bucks in shipping and then having the MSP reflash the device another 20 bucks and then ship it back so you know $70 in uh in shipping and manual effort we can take that down to being in store with the click of a button in five and a half minutes and the long pull in that tent is the device resetting itself so the level of automation that we're able to get to is extremely high now you can see here from a carrier perspective I can order SIM cards I can order devices from the carrier I can suspend or deactivate that line I can reactivate the line I can change service plans and features all of that can be done through here but also as part of a workflow you know somebody could go in and hit the button saying I'm going to be roaming say what time you know date and time they're going to be roaming and then we can go into the system and just put the roaming package in place for the right amount of time and take it off automatically at the end and if they need to extend it they can go into the portal and do it themselves no need to call Help Desk you know we've got a nice catalog like experience where you can go in and you can order you know any device of Samsung Apple you name it uh but it's a nice I use this a lot but Amazon like experience where you go and you can see everything you want about the device you can order on behalf of yourself or somebody else you can also do things like having gates in the workflow that wasn't possible before so things like I want to be able to have the end user when they're ordering the device sign my telecom usage policy every company has that and normally it's some PDF that you have to print out and sign and then scan and send and it's something that nobody does or it takes forever you have to chase people down in this situation we could have it so that it spawns a doc you sign you go in and sign the agreement it attaches to the workflow and it won't allow you to order until you do it but when you do order that's then routed to HR uh who has that on file from that point forward you know these little niggly things that you know are are pains can really add up from a time and uh you know just frustration perspective especially for newer employees who are coming in younger employees giving them a form and telling them to sign it and scan it and email it that's a whole Adventure on itself you know it should be something that's just automated uh and part of the workflow so that's what we do here now I'll give you an example of the inherent automation of the solution into uh the different systems so you can see here that I've got my device and I've actually it's it's live so it's it's a real device it's sitting here it's on you know a uh the T-Mobile network I believe it's enrolled in an emm it's a standard Samsung device you know like no wires uh this is real uh you know and one thing I asked my customers one of the greatest questions is what would you do if your device was lost or stolen right now and very few customers have good you know response to that you know most of them say well I call help desk and like well you've lost your phone do you know what your help desk number is it's probably in your phone like oh yeah know I don't know what my phone number is um I don't know what the procedure is and even if they did call Help Desk you know as I said before help desk doesn't have access to any of these systems so you know say I'm an executive with the company I've lost my phone in an Uber or I've lo you left it at a restaurant or I don't know where it is um I've got corporate data on this even though it is uh encrypted you know it doesn't mean it's perfect and it's safe uh and I need to you know address this issue quickly but right now it would be a ticket to a team and if it's one o'clock in the morning on a Friday and I figured this out that might not be fixed until Monday in which case the device is going to be out of batteries I'm never going to be able to get that um you know audit trail that says my data was taken off of it and I I'm gonna have data out there for days that's totally you know un ready for anybody to hack and I've got a live SIM card which can also be an issue especially if it's a physical SIM card because you know a lot of customers are like well I've got an unlimited plan I don't care they say well but how do you two- Factor authenticate into your VPN or how do you two-factor authenticate into your online banking is it a text message uh because a lot of times it is and in that situation if it's a physical SIM card I can remove that stick it into a new device far more easily than anything else so we need to address these issues very quickly you know so in this situation I can go into report lost or stolen or I can call a help desk who has access to this because we don't have to give them access to the emm they've got access to service now and a workflow inside of service now that has been given access to the emm but for specific commands that have been approved so there's no way for them to go in and mess up the fleet you know it's specific devices with specific functionality so you know I go in and say to the person okay what device is it you know what's the reason it's lost explanation or justification oops and I hadit submit so what's going to happen now is that service now is going to do a bunch of things so I want to make sure that this device is safe you know it's lost so it's not stolen so I want to try and recover the asset so in this situation I'm going to trigger a lock on this device and it's going to encrypt once it's encrypted I'm going to be able to then uh you know it'll be about 120 years before it's able so it's out now be 120 years on average to to hack this thing at the same time I've taken a location from the device and sent it back uh to the end user and sent them a Google Maps link that says here's where it is go try to find it so at 1:00 in the morning I have reported my device lost I have encrypted it located it and I'm going to go try and find it at the same time we're monitoring the battery life on this device and if it drops below say 25% I might send the wipe command anyways because having that wipe uh you know audit trail that says my data was off the device is worth more to me than the phone uh and all of that can happen without people being inv involved so with that uh I I've taken about eight swivel chairs in you know a day or two of response time away now if I find it I can come back in here and I can simply just say unlock um and it'll unlock itself and be available for uh for use now on the other side if I don't find it it's wiped and I've got that audit trail and I can come back in here and be taken through a workflow to replace that device and then get that user up and running as quickly as possible so that's the art of the possible with this you know it it is a uh a real automation tool and that's just one example if it was stolen we would automatically wipe the device get that audit Trail back inside of service now and then be able to say okay uh you know replace that device so it it's all about getting a device out to the end user as efficiently as possible and then keeping it out there for as long as possible in the most efficient way and then dealing with the inevitabil abilities in the most efficient way to keep that end user as productive as as possible either through preventative measures or through automations that take people out of the equation that can really slow down the response time to issues that are getting more and more uh Mission critical we've got uh is it the same for other mobiles such as Apple absolutely uh so think of us the orchestration layer whatever your emm is capable of triggering on the device we're capable of triggering so Apple uh Google you know so Google pixel uh ruggedized devices from Honeywell or zebra wearable devices you know all of them are the same thing because the solution itself enables me to trigger those commands in a uh you know through a management system that is managing that device we're not trying to replace workspace one or InTune we're just trying to make the triggering of commands from that system far more efficient and automated all right fantastic if for any more information any other questions or you're interested in learning about this further there are some QR codes on the screen as well um and and David is kind enough to provide his contact information here directly as well yeah and Michael by the way we've got three breakout sessions at knowledge coming up uh we're going to be talking about and going through the geni integration we're going to be talking about you know how you can prepare your company to go mobile first and we're also going to be talking about a specific uh customer of ours that is a large uh you know faith-based support organization that's got 75,000 workers in 108 countries and they're all their mobile device is their only device so how helping them through ztm and service now to manage that entire fleet in that huge expanse but with two people wow that sounds like you can't miss that one that fantastic and glad to see your you have so many opportunities to see David speak at knowledge and and there will be plenty of opportunities for to see Eric as well so um you know please get your tickets now and I hope to see everybody there with that we'll wrap it up um thank you so much gentlemen for joining this call and thank you to those um listening as well um we hope to see you soon and have a great rest of your day bye-bye thank you