thank you for the partnership uh koft and all the work that you do with us here in the federal Arena my name is sha orani I'm joined by my partner in crime Matt Barrett we're going to be your hosts today uh we're part of the federal team here at service now in support of our customer and Industry workflows um and we particularly support our our DOD customers um I just wanted to invite you all to be really interactive today we have the opportunity for you to submit questions or enter some things in the chat so I'll try to monitor it and um certainly pepper it in as I can but uh we'll we'll leave some time at the end of the the session today so um let's jump in um really to to describe the area of focus that customer and Industry workflows brings to the platform um I want to elaborate you you guys probably already are familiar with service now as a platform of automation uh with digital workflows that are intended for it purposes or maybe even employee purposes but today we're going to focus on how service Nows delivering CX Solutions outside of your four four walls and into audiences that need services and support So taking workflow automation into a broader ecosystem and accommodating a variety of different external audiences so our Focus um is how how Federal and do agencies are delivering a mission to Broad stakeholders um that they serve so every every Department every agency exists to deliver some kind of service or deliver on something whether that's to Citizens other government agencies foreign governments industry we at service now are supporting this Arena by applying digital workflows to ask agencies what is it that you're providing and to who and how is it being requested and tracked to resolution so in our experience this Service delivery can feel very disconnected it's you know having a little bit of uh lag and bringing together these different parties and these diverse stakeholders so our Focus today is going to be on the need for Automation in these digital Transformations and to bring the experience that we're all used to in our personal lives to the government so who are we accommodating um in the VOD our focus is about connecting War Fighters and their families perhaps it's other government agencies maybe it's Academia and students um maybe you're working on programs and projects with the defense industrial base or you just your broad industrial base managing your supply chain um or even partnership with research Labs these are all groups that are outside of your four walls that need service and support So across the federal landscape there is an opportunity to modernize government Service delivery we see that with initiatives like the executive order for for improved customer experience and the struggle um is really not being able to orchestrate through disparate processes and Technologies ultimately there is this black hole as you can see of spreadsheets and manual processes and share points and back and forth emails um and really the problem lies with Personnel having to shift between different systems to communicate um tasks and handle requests so these customers are are completely Running Blind they don't have updates on where their requests are they don't know the status and they're just overall with a bad experience and it causes their resolution times to reach days and weeks so what we're doing as service now and specifically customer workflows is we're intelligently automating this work and taking that you know jumbled black hole and digitizing that experience from the beginning when it starts at the front door of an agency with several different engagement options whether that's through self-service or calling or portal and taking that work across um the front and and middle and back offices to handle requests and to solve these issues much faster so saving hours of manual work um with full visibility to everything brings the resolution down to hours and days the platform is pre-built with AI powered workflows so all of this is easily configurable for The Unique missions that we see in our federal ecosystem and uh really AI is just infused across all the experiences every agent and customer touch Point um and it's it's really surfacing insight and improving the experiences throughout all these processes that we're discussing so customer and Industry workflows is proud to be um you know one of the first and only uh government Centric Solutions we're applying our heritage of Service delivery with a a more government Centric way of how business is being done so changing how work gets done and um making sure our customers have growth within their agencies and reducing costs one of my uh favorite examples of um of connecting a customer experience with was with the Army in in support of their army housing and bringing their average resolution time for maintenance requests and home repair uh for service members and their families from 27 days to four days so really thriving in this public sector Arena um I'm going to hand things over to mat Barrett today we're going to see uh a few different Focus areas for different customers and the you know highlighting these different uh external audiences so over the Matt thanks sha good morning good afternoon folks uh Matt Barrett I'm a senior advisory solution consultant here at service now uh supporting our customer and workflows group uh with the federal government specifically with the dod I know we have a lot of Civilian agencies here as well so we're going to try and keep this um broadly applicable to everybody on the call uh we're going to focus in on three key areas as we uh unpack a lot of these end to-end capabilities that customer workflows has within the service now platform uh first we're going to look at providing uh self-service capabilities um from the point of view of looking at this you know through a fictitious agency right let's pretend uh that we're working for a federal agency that provides services to Industry as well as to other federal agencies and the mission of our fictitious agency is to you know strengthen the resilience of security of infrastructure and provide security services to both public constituents and the defense industrial base um and the agency's aims here are going to be to facilitate seamless collaboration between various government agencies private sector partner private sector partners and and critical industry so with that in mind we're going to kind of Step through three scenarios here the first is taking our fictitious agency services and extending them outward uh beyond our four walls so that people can request services from us and we'll look at that from the point of view of somebody at another agency coming to us for support as well as somebody from industry coming to us support um we'll then expand into how do we connect the value chain here to you know beyond just doing research and resolving requests actually uh sending people out as part of that process to resolve uh an underlying issue right so that'll touch upon field service management and and connecting that as part of your overall business process and then we'll tie that back to some of our procurement capabilities around curent operations supplier life cycle management source to pay so to unpack this first area here we're going to look at uh agency service this our fictitious agency providing services to uh another agency we're going to look at that from the point of view of adita um she's a an analyst uh let's say at you know the department of Open Space Management perhaps right she's coming to us because she is a request uh we're also going to look at how Lisa another customer working in industry can come to us uh with a request and then we'll we'll toggle over to John John's going to be our agency's support uh rep he's going to help field these incoming requests from both Anita and Lisa and using the the customer service management and public sector Digital Services solution to fulfill upon those requests so that's kind of the setting the stage for what we're about to see uh let's let's hop right in so I mentioned we're going to start off by looking at this from the point of view of Anita you know she's an analyst working for the Department of Open Space Management let's say and she's coming to our fictitious agency's uh service portal this is our front door to opening up our services uh to all our different types of customers that sha day had mentioned so there's a lot of self-service capability that Anita can take advantage of uh right here so for instance we have a global search capability uh which you can kind of search for uh anything of Interest so being part of the open space Management Group maybe she's got an you know an inquiry around geographic information services and what is GIS and how do we use that maybe in an agricultural setting um and these are knowledge content articles and so that Global search is going to cut across all the different types of self-service content that our agency has developed curated and published whether that's Knowledge Management articles or learning videos um community events topics threads discussions blogs anything like that that's all going to be become available to Anita through that Global search capability and in this case she's chosen to click into a Knowledge Management article which will give her some information and we actually incorporate feedback mechanisms here so your customers as they're reading this content uh can review can rate and that all comes back into a feedback loop to your knowledge contents authors for continuous Improvement and maybe incorporating suggestions and things like that so that's one area where a needa can start to get support you know another is the community forum and the community for is almost like a Reddit type place where uh our fictitious agency here can provide uh topics of conversation that we want all of our different customers to be able to collaborate on so this is really a place where we can start having customers receiving support from other expert customers and they can do that by asking questions or reviewing the Forum list here and this is a safe Modera Forum um where we can make sure that only appropriate content is placed in here and is relevant and useful and helpful uh we incorporate elements of gamification into the community to help Inspire and encourage user collaboration so people can earn points for doing things like contributing articles and responding to posts and up voting and liking things and so on and so forth um there's also the opportunity for our fictitious agency to surface events that they may be hosting uh or participating in so for instance we see a security uh awareness and posture Symposium that they're either going to be hosting or attending um you know and saying hey come visit us at this at this event If This Were an in-person event right um somebody could come here respond maybe we've got a certain room capacity of like 60 or 70 people and so as we go ahead and our customers you know accept this event we'll keep track of that automatically decrement the remaining seats to make sure you don't go over capacity uh it's just another great way of fostering collaboration communication and extending Outreach of your agency out to your customer base um maybe another example of a capability our fictitious agency offers is around security training right um and being able to publish training uh collateral and courses um where folks can come to us and say hey I'm really interested in getting certified as an industrial security uh oversight certification you know what does it look like to sign up and register for this program down here uh what account am I coming in for uh maybe I require some special accommodations because I'm forward deployed or maybe because I've got a disability and that can obviously be incorporated into this registration process so that we can make those accommodations uh as we go through and process this request and get this individual onboarded and enrolled into our particular training program that they're signing up for um another area of self-service capability uh is going to be called our our virtual agent this is our live chatbot experience where we can now connect digital workflows and selfservice in a conversational interface uh so it understands natural language processing and your a your customers can come here and get help on a wide variety of topics you know maybe something as simple as hey what are your what are your support hours in case I need to come in or or phone um phone in you know what what kind of support can I expect what days of the week what what hours in the day Etc um we can also incorporate elements of live chat so your customer this agent customer support group can now engage in you know a synchronous two-way communication back and forth with your customers deflecting maybe calls coming into the call center or emails coming in that then have to be you know ingested and tracked right um so a whole load of capability here conversationally to help drive that user experience um but back to Anita you know she's this Analyst at our uh Department of Open Space Management you know she wants to request a service so she's going to click on the browse Services which takes us to a catalog of items that she's allowed to rec request from our fictitious agency these are services our fictitious agency is publishing out to uh other agencies for them to take advantage of here and so if she were to expand this list of categories she sees that there's agency Services she's eligible to receive one of those is a GIS service request so she can pop in here and she's going to be presented a very easy and intuitive form to fill out that's specific to the type of request she's submitting um so it's going to automatically know who she is is uh the Ser the agency that she's requesting this from um you know because this is a you know a mapping topology Imaging type request she's going to have to select you know what you know location do we want to have this Imaging from what specific service are we requesting maybe there's different types of services that are differentiated so we want to pick the right one here uh and then maybe you know even getting down more granular what directorate is she requesting this from within our our agency's organization and so maybe this is needs Imaging for an open space study just going to go ahead submit that case and now that's going to enter into that digital workflow that shot a was talking about and make sure that this case gets routed to the right team or right individual in our agency to review and process um I'm gonna switch hats for just a minute because we kind of looked at this from the point of view of you know a uh a customer at another government agency right so we have that you know agency to agency type servicing capability built right in here um or we can go in and Define our service offerings and make them available to other agencies for them to come in and request but we can also do this for folks outside of government um maybe in Industry right so I'm going to toggle my hat off we're going to take a look at this other customer Julie Julie's in Industry she's working for an organization um and she wants to request services from from us as well so she's going to have similar capabilities um around that Global search using knowledge content asking the community that virtual agent but she's going to have different Services made available to her and that's because service now is a very role-based system so depending upon who you are and what level of permission you have that's going to guide and determine the things you're allowed to see and do or in this case request so as this other customer comes in and she goes to their service catalog they're not they're not going to have that kind of agency servicing category it's just not applicable to who they are that their type of persona right so we'll tailor this experience to them and that includes even you know what type of knowledge articles we're making available and what forums in the community they're able to access and what conversations the the the virtual agent is able to service them with um so what we'll do for this example here is uh Lisa is you know working in a field Security office at this uh at this company and one of Services she can request support from from again from us from our petitious agency is around you know helping us manage suspicious activities so she's going to come in here and it's going to be similar to what we saw before but again this is a tailored form intake experience all of these intake experiences that you are seeing are are low code configurable so it's clicks not code to construct these forms uh and the dropdowns that go behind them and the business rules of uh What fields are editable and read only and those sorts of things so she's going to choose a security related issue you know she's working for Stark Industries she's going to say is this related to a location and if so she can you know key in you know where exactly this this took place um was it related to a Personnel was it related to a facility so she'll choose facility and then she'll get more granular right what type of threat was this exactly was it a breach um was Observe surveillance something to that effect and then she can go in and no provide a description here um and then come down and provide a bit more information so when did this occur she can say it occurred last night if she wants to provide additional information around details she can do that and if there's other people that are going to be party to this perhaps maybe uh somebody was a witness to it or something like that they can come in and provide additional information about who else can be involved in this investigation that's going to need to unfold and so when she comes in and fills that all out she'll go ahead and hit submit and very similar to that GIS request this is now going to create a new type of request it's going to enter into a digital workflow it's going to get routed to probably a different user or a different team for them to investigate and that's all driven through business rules that are low code configurable as well as AI which can make uh determinations based on observations of work in of similar types of requests as say who we exactly is the best person or the best team to wrote this request to for processing um again you know we're going to get this same similar type of confirmation screen so back to that lack of visibility shade was alluding to in her opening remarks uh we're going to have visibility to see what our unique uh case request number is you know if it's been assigned yet and this actually acts as a two-way audit Trail for messaging um so as we message back and forth that's going to contribute to this audit Trail and then people in our agency who we're going to see in just a minute can see these messages now have this two-way collaboration going on this case which persists as part of a an immutable audit Trail history um for us to be able to reference in the future if we need to hey Matt yes just pause for a second there's a question in the chat that I think um is relevant and I know we'll actually touch on it a little bit later but uh apologies if I mispronounce this name uh Demetrius uh Demetrius can you share more about the types of fields that are editable and where this is done um so I assume you're asking about these types of fields that we're seeing here um so this is called a catalog item it's configurable in our catalog designer tool um and you basically give it a name you say this is what it's called you provide additional information and then you can visually drag and drop the different types of fields that you want to have presented on this form and so those can range from um drop down reference fields to U you know fields that are defaulted automatically we can have Fields like dates radio buttons controls multiple select boxes uh long form text short form text um Fields can be calculated automatically Fields can be dynamically hidden uh or shown based on previous drop down values so that's all kind of part of that catalog Builder experience and that's where you would go and set something like this up but again it's it's really low code and uh you also can tell it you know who this is applicable for what type of individual um do we want to have this exposed to right similar to how we didn't see the agency servicing here for this user that's because the um in the catalog item Builder that's where you control the security for what type of persona you want to make this available too aome thank you um if that didn't answer your question feel free to ask a followup um but to keep things moving I'm going to switch gears now so we sent two different requests into our agency um from two different personas let's go take a look and pick those up so I'm going to switch hats now and go to our fictitious agency's customer service team um somebody named John who's going to be working on these types of cases and the first thing John sees in his workspace is a configurable dashboard uh this is also low code configurable so John's chosen to drag and drop certain pieces of information on his home home screen things that are going to help him go through his day-to-day like how many cases do I have assigned to me right now that are high priority um we use service level agreements to control and indicate how long we think it should take to get a particular request resolved um and so those service level agreements you know as cases age and encroach on that date uh you know we might want to know are we at risk of breaching any slas uh have we or do we have any cases that are you know kind of due today that's something that this will surface or do we have any cases that haven't been touched in a while those indicate items becoming stale um do we have anything that's not assigned maybe sitting in a work basket for a team where uh nobody's actually gone in and taken ownership right so all again that's all configurable um and then down below you know he's got a list of his cases he's got a list of cases his team is working on and then some performance information so these are where you can Surface kpis either for your individual rep um or for your team or for your entire organization so you know here we're ING customer satisfaction um tracking how many cases are coming in versus cases that are getting closed uh and as the system gets more data in here it's it'll start populating things around you know adherence to slas or cases that or closed and then have to be reopened but again that's uh very visual clicks to drag the right piece of uh chart here that that are interesting to you what I'm going to do now is uh come over here and click on my lists and now when I go down to my agency category I can see all the cases that are coming in from the agencies that I'm providing a service to and so here we see um one from this uh from uh from Anita rather who just sent this in and so this is where I can see the request that's come in from Anita um you can see it's an agency type request we can see what exact product she selected that she wants uh to have us provide uh support for um and we've got some other information so uh again this is an agency to Agency use case and you know she's coming in from that department of Open Space Management so I've got a full agency dashboard here at my fingertips to help me understand all the different activities that we're providing a service to this agency with how many cases do we have any work orders who's our POC um who are all the different folks who are requesting services from that agency what services are offered um to them and this is going to give me that 360 degree view so I can help service the agency uh a little bit better back over here on my case details uh I've got the ability to come in and you know augment andr some content here so I can say you know maybe this is a government procedures related um type request and we can save it and then we're ready you know if this makes sense if this if this request makes sense to us um we can submit the request forward uh submit her application for this data um and that's probably going to go to somebody else in the organization right but to keep it simple today I'm just going to ass sign it back to myself and now we can start looking at it and working on it and processing her request um we can say like okay I'm ready to start my work I'm ready to go fetch this information and that's going to update all the timers that are automatically ticking behind the scenes here so we know how long we're spending working on different pieces of data and that's important because it'll feed back into our process optimization where we can start to uncover bottlenecks in our operations um you know once we're done though once we once we get this collateral pulled back and we want to provide it to her um we can come down and indicate you know who's resolving the case um what the resolution was so we can say uh we provided that service and the resolution notes your request have been fulfilled and again this will Circle back to her um inside of her portal once we propose this solution back to her so she'll get notified she can go back into her portal she can look at the request and make sure the way in which we serviced it is uh acceptable to her and she can accept it or she can come back and say actually this isn't quite what I was looking for can you make some changes um and so this is great because this is a really terrific way of keeping track of all these types of pieces of requests are coming in um but you know in this example there wasn't a lot of guided workflow you know presumably I swivel chaired to get the Imaging she wanted I came back to my case and I updated it um and that's totally fine but there's another great capability of uh service now which is called a Playbook which really is a visual workflow to help step me through this at a much granular level and keep me inside the tool here so that I don't have to swivel chair and to show that what I'm going to do is toggle over to that other case that Julie submitted Around The observed Breakin so that's going to come down here into a whole different category probably going to a different team uh for them to review because it's a different different type of request coming in um I've still got all my details here I can see the security related issue uh but you'll notice I don't have that kind of agency View and that's because this isn't really for an agency right this is for a business this for an individual so as an agent here I'm getting presented with a contextually relevant experience I'm not seeing things that don't make sense but what does make sense is I may want to drill into the requestor Julie a little bit more and understand you know who she is and that lets me at a click of a button here get her customer information so I can see her demographics her contacts she's working for Stark Industries um I can see all the cases that she's sent in any chat interaction that she may have had either with the virtual agent or a live chat with with a live agent that's going to be surfaced here along with that full transcript um any phone calls we may have had with Julie but this is just going to give me that 360 degree longitudinal view of everything we've done with this customer to help me service this request but I mentioned earlier that there's a you know concept of a a visual workflow and so that's the the idea here behind a Playbook and so this is my business process that I'm going to follow as part of unpacking this threat that got reported to us right so we can see it's broken down into things called stages where we've got an intake stage triage stage or research stage all the way down through closure and then within each stage we've got different steps and depending upon the step that's going to drive the experience that I see some of these steps can be performed by me some of these steps are going to be assigned to other people so we can get work happening in parallel uh some of these steps are going to be completely automated altoe and so one of the first things here is it's saying okay you know if there's any other people that were involved you can go ahead and add them to this list right here and if not then we can come down and verify you know what was the primary address of this this incident so we can go ahead and save that and then when we're done with that we'll move it on to triage which is going to kick this down to the next step and while that's advancing I'm just going to come in here and update the location for that and so the workflow really is just you know driven by the system it's going to automatically say okay we've now completed all the intake tasks let's come down to the trio stage and then you know there's a step here around um verifying the complaint so there's a couple Fields where I can come in enrich this case with some additional content that I may have received uh from the customer um and you'll notice this email step here that was an example of an automated step right I didn't you didn't see me click into that the system did that automatically so this is really where we try to cut down on the routine mundane tasks by incorporating automation into your business process and only asking people to do things that they truly need to do um so as we move down into the re research stage you know there's an activity here around uh getting a report required from the location manager so this is where that two-way collaboration on the portal that you saw a little while ago comes into play um presumably they can send us some information here we'll go ahead paste that in review that market is complete and then we can inform the facility uh about you know some verification steps that we're going to take now one of those verification steps may be to dispatch somebody to that location to perform an inspection and this is really just a generic capability of incorporating elements of field service dispatch is part of a a fulfillment of a broader activity here um we see this a lot in Facilities Management shade had mentioned the US Army um they're reporting issues with with uh military housing and barracks and other uh issues that crop up facility wise fence to fence and some of those require a technician to go out and perform a repair um it could be aircraft maintenance right it could be anything um in this example here you know we're keeping it around facilities security so what I'm going to do is choose the facility security template and that's going to help inform the system what type of individual do we want to send out to perform this investigation what type of skills do they have um what type of equipment do they have uh do they need rather and we're going to go ahead and Mark that is ready for dispatch and that's going to be the first step in kicking off the process of getting a person to a place to do something um we're going to hop into that next but before we do I just want to kind of recap a little bit of what we what we just saw because it was pretty powerful right it was servicing a wide variety of constituents on a single platform um in this case we were servicing somebody from industry we're also servicing somebody from another agency and how the experiences for both the customers and your agents is tailored to that type of persona um you know sh had mentioned already about providing services to war Fighters and families uh the Army example comes to mind for that type of capability but the Brilliance of this is It's happening on one platform in one system so the second area we're going to hop into is um this dispatch concept here so I'm going to introduce two new personas right what we're going to do is try and get somebody out to that location to perform in an investigation or an inspection so the two people that we need to look at for this story is a g named Lisa she's going to be our dispatcher she's in charge of making sure that all of our uh field people get to the places that they need to be on schedule and then we're going to look at Teddy he's the person who's actually going to get in his car and drive and go perform that visit so with that let me hop over to uh first Lisa and So Lisa spends her day in this dispatcher workspace which I'm just going to refresh really quickly here and the dispatcher workspace is her One-Stop shop for having full visibility into all of her uh staff whether they're technicians or in this case field security officers and understanding what activities and what um meetings and appointments do they have and then making sure that all the new appointments that come in are getting assigned appropriately now this is supposed to be fully automated we have a very sophisticated Auto dispatching capability where um human intervention is not normally required we we use that concept of a template that I talked about earlier to understand what type of a individual do we need uh to perform this activity what type of skills do they need to have if they need equipment what type of equipment do they need and do they have that equipment um and of course also proximity right so what we're looking at here is our San Antonio technicians group so there's a concept of um territory alignment here between our field service operatives and the jobs in the area that they need to go to um so what we see here is this facility security request has come in again ideally and normally this would be automatically assigned out to the technician but I can come here and do this myself I can come down and drag this down to let's say teddy Taylor and this will put it on his to-do list and so now we see this new appointment got assigned and a couple things here so we see the coloration that's indicative of the status so purple means it's been assigned but not yet started to work and if I want a bit more information here I can switch to my hybrid View and look at where all the tasks are that we need to go to to complete and where my technicians are so we can understand um where everybody is because what we want to do is minimize windshield time this this little candle bar sticking out of the left of the appointment here represents the drive time based on where Teddy is now to where he needs to go so that's being calculated and then the candle bar coming out of the right is his return return trip home right so if we know he's going to be driving for a long time later in the afternoon to get back home uh that's not going to be good for him to have another uh appointment dropped onto his schedule so this is all about informing the uh the auto scheduler around who's available for what now Teddy is going to be able to access and be notified about this request through his mobile application um that's going to look something like this I'm G drag Teddy's mobile app over here uh we can see he's got two um assignments that he needs to complete um we're going to click into the facilities security activity that we just assigned him and as we I'm GNA slide this over here just a bit as Teddy starts interacting with this you'll notice in real time that Lisa's dashboard's going to be updating here so because Teddy hasn't accepted this yet uh this this is showing up as purple on her dashboard and Teddy's going to go ahead and accept that and then actually start his work so he's going to go on site um when he gets there he's going to say okay I'm starting and you'll notice that that reflects back here in Lisa's dashboard real time and she's getting a notice that says you know some tasks Teddy have been adjusted and so now Teddy's got his uh you know to-dos basically here on his mobile phone he's got the details of where he needs to go who he needs to meet um as well as you know some activities so we can message Lisa back and forth and if he needs to as part of his uh on-site inspection complete some sort of a questionnaire he can come here and you know hop in and do that now here's a real basic questionnaire uh just asking if the facility perimeter fencing is secure you can go ahead and say yes but you know you can Envision a uh much longer much more in-depth uh questionnaire perhaps that he has to fill out maybe he's got to do some safety checks take some readings uh maybe attach some documentation provide some collateral there and so that questionnaire part is really going to help him uh intake information which then gets you know synced back up to the sport order into the case so we have all this information harvested back in one central location another thing could do if he needed to would be to use some parts so he's got the ability to come in here and you know you could think of this almost applying maybe more to a maintenance use case where somebody's being dispatched to replace and repair an HVAC um or to perform maintenance on some sort of uh aircraft or something like that so Teddy could dip into his inventory and say I'm using this part and while I'm out here um or if he needs a part he can you know create a part request and what this will do is you know connect him to his uh stock room manager so he could come in and say uh I need to add a part in order to do this job and the particular part in question is uh you know a backup I need a backup camera now this is going to get sent over to his inventory manager who can facilitate the part transfer request and there's auditing to know when a part leaves a warehouse and when it arrives at another warehouse and when Teddy's receiv received it in his personal stock inventory here um but potentially you know there may be no parts uh in in stock and we have to go out uh and Source this right so what we'll do is you know submit this request now in the event that we actually have to go and Source it that's going to tie us into our procurement piece which is going to be our our last bit of demonstration that we're going to show but before we do that really just to recap here the field service management as you saw can run Standalone but it also works in cont in context and collaboration with case management a longer more in-depth uh operation like this big you know security investigation that we're doing so it can plug in strategically at the right point along that bigger workflow in addition to being just used uh atomically for getting people to where they need to go and that's a collaboration between you know the mobile app that the technician or the security officer has uh and then the dispatcher who manages all the exceptions to anything that couldn't be scheduled automatically for some reason now the last bit here is just to talk about the sourcing and procurement part so if that security camera that Teddy needs isn't in stock um the inventory manager can raise uh a procurement request or potentially a sourcing request meaning we need this part and we need to go Source it from a vender that we're not doing business with so to step through this uh we're going to look at a procurement officer named Warren and then we'll look at a supplier named Gracie who can actually collaborate with us a bit on it so to talk about from Warren's point of view Warren's going to be working in a different workspace he's going to be working in his source to pay workspace again still running on the service now platform and this is where he's got ability and visibility to work on all the different types of procurement operations that are being sent to him whether they're sourcing requests negotiation requests um approving and processing purchase requests for goods that are already sourced um but maybe we need to you know release a blanket in order to you know uh acquire additional quantities um in this example here we're going to kind of look through the sourcing request step here which is going to be you know much longer workflow than we have time to really fully unpack today but here we can see that backup camera request for the field security officer that's come into procurement and here we're going to get into you know should be familiar right um but different view because now we're operating with the lens of a procurement office officer here and so again we're going to have this sourcing workflow which is going to guide us through um looking at the request uh saying what type of sourcing uh operation we want to perform getting bids back uh doing risk analysis on these new vendors Etc and so just to kind of Step through it at a really high level um the first step here is you know okay review the sourcing request we can see uh what it's for we can see the purchase lines here um it's for uh a camera and bracket right um so we can go ahead and kind of look that over we can update any information if we need to at this point and then when we say complete the digital workflow is going to automatically advance to The Next Step here which is to review those purchase lines and we can get into uh more information by clicking into any one of those hyperlinks as we need and then we'll drive down to the continue buttons below which again keeps us down the workflow here now this is a fairly inexpensive part I think it's $500 and you're only requesting one so it doesn't trigger any approval workflows but based upon the quantity and the amount of the of the buy request um and the individuals purchasing Authority that's going to drive the procurement approval hierarchy logic here which says okay uh anything up to $20,000 let's say for example I can approve but anything above 20,000 it's going to go up to somebody higher and if it's beyond 20,000 it's going to go up another level so on and so forth and so this is where that approval hierarchy can be displayed and um everybody in that chain of approvals are going to get notified and there's a lot of sophistication around do we want to do it in sequence do we want to do it in parallel does everybody need to approve or just one person right and so that's all low code configurable in terms of how you want that uh to to work out now we get to the point where you know we maybe based on the nature of this request we need to uh do something a little ad hoc right so this is a pretty structured workflow but we don't want it to be rigid we want there to be uh elements of dynamic management injected into this so if we need to you know create a case or create a request uh or ask a question or something we can go ahead and do that here and let's just say that the short description is you know is this vendor on our approved vendor list and go ahead and create that now coming back to our uh sourcing request here um that's just going to be one other one more activity that needs to get performed uh as part of this and again it's really about orchestrating work across people and teams that's what we're trying to achieve by this case management concept it's the overarching construct that organizes all the various activities that are going on whether it's an acquisition request sorcery request uh doing something like uh you know evaluating a threat that's come in from one of your external customers here it's all kind of the same concept and when we go ahead and hit continue here it's going to drive us down to the next step and if you know if we had another hour we could unpack this you know fully but I think what we want to do for today is kind of just talk about and introduce how procurement is a natural extension of all the other Mission services and how as part of our endtoend platform we can tie into that at the right moment in time um to help get the outcomes that your mission needs to deliver so as this continues to unfold eventually uh A supplier will be selected and then they will be onboarded into the organization we have a whole other digital workflow around just onboarding suppliers um getting them into your systems um giving them access and one of the ways in which we facilitate that is through a supplier portal so this is where your onboarded vendors or vendors who are in the process of onboarding can come into your organization again this is just another type of customer uh that had introduced at the top of the meeting um you know not just other agencies not just people in defense industrial base or constituents right um but a supplier is another type of customer outside your four walls and so this is a experience tune to them so one of the things that this supplier notices is that there's a couple tasks that we've assigned to them right and this could either be part of onboarding um you know as part of onboarding we need them to provide Bank documentation and sock reports and so we can see that we've assigned these tasks out to this vendor and that they're not yet complete right and so they can come in here and provide the documentation submit it Etc um but it's not just a way of you know us assigning to-dos out to our suppliers uh it's also a way for them to raise requests to us they've also got the virtual agent down below so they can Self Service on that channel if needed but they can raise requests to us maybe if like they need to update banking details for automatic payment um or if they need to enroll new user people come and go we want so and so to have access to the portal um how do we get them enrolled that you know it's something that can be done here maybe it's a question around an invoice or a payment that's you know gone a or something along those lines and so these are just further digital workflows that flow into that procurement operations workspace that we just saw so tying this back to you know here um the procurement workflow that we just saw kind of reminiscent of that messy middle that sh kicked things off with at the beginning you know we've got requests coming in maybe from vendors or from people who need to procure Goods or Source new suppliers um and those tend to get routed around the organization um you know spanning different silos different systems different groups right and that can you know lead to you know lengthy processing times and dissatisfaction and so what the procurement operations and the source to pce Suite you know does is it encapsulates this all into digital workflows from end to end uh from procure to pay right starting with sourcing that's kind of what we were just looking at um all the way to you know the next step would have been supplier qualification and then maybe there's some ESG and risk considerations we want to uh you know consider all the way to now getting that supplier onboarded which again is a digital workflow getting them contracted and then now we can start issuing requisitions converting those into purchase orders sending them to the vendors making sure that those goods get received um that they're you know the right quantity that they're of the right quality and then of course you know processing invoices and processing payments and so that's kind of the procure to pay life cycle snapshot uh in a in a in a 5sec explanation here um but you know kind of stepping back just to kind of put a bow on a lot of the things that we saw today because it was quite expansive you know it all is predicated and starts with the service now platform right all of our Solutions and applications run on our core platform which is that low code solution with one data model one architecture that has the intelligence and the AI and the automation built in as well as the integration into all your other thirdparty systems um a lot of folks are already using itsm on that platform and what we do is you know for the customer side of things we layer on top of that all these customer experiences um around the portals around the virtual agents and this is around tuning and offering capabilities out of your four walls to those all those different types of customers that we talked about um as well as providing you know your agents uh experiences and workspaces that are tuned to servicing those those customers um we also talked about field operations and how that can get plugged in and be used to send people out as part of a you know business process so we get people to the right place at the right time with the right skills and the right equipment uh we also talked a little bit about our source to pay right getting uh that supplier life cycle the Acquisitions and all the other procurement operations and then there's a third module in that stack around accounts payable which helps pay invoices and we do things like OCR content um do automatic po matching with your Erp system uh try to resolve uh issues when matching fails Etc and then on top of all those capabilities right those are our strategic applications right so we go to market with source to pay that was that most recent solution we were looking at there's the CSM for government solution where you can provide those outbound services to your other agencies or to your industries that you service or to your constituents and then field service management and this is how all on one single platform you know we're highly tuned and flexible enough to service all of these different types of personas uh on a single platform will turn things back over to you awesome real quick um another question from Demetrius um I think right around the time you were showing the supplier portal the question came up is this a pro option or standard and actually for everything in the source to pay Suite there's no there's no Pro or standard option in in this new area uh that we're in um so it's it's just a a single uh option hope that helps thank you Matt um excellent job so just to recap you know the conversation today obviously customer experience is something that is top of mind for a lot of agencies both in the dod and across whole government but who that accommodates is is going to be vastly diverse based on the agency so today you saw the example of an agency a fictious agency providing support report and services to another government agency you saw them take requests uh and work through security issues with the industrial base and you also saw that same agency be able to interact with their vendors and their suppliers um in the beginning we walked through a self-service uh mechanisms different mechanisms to to feel that modern experience that we're used to through virtual agent and and a common knowledge repository communities which like I said in the chat is like a Reddit uh and of course picking from a service catalog um you're able to leverage the platform and the automation that's inherently a part of it to orchestrate work you saw that through case management which was really the unit of work of how these requests and issues are coming in it's great for organizing work we saw that as Matt demonstrated the playbooks earlier and how we're routing requests throughout an agency and you can kind of see step byep uh where I'm at in a particular any given particular process and then lastly we want to make this whole experience feel seamless and easy all of this was Consolidated into a single platform single portal actually where all these external audiences had a place to go um you could use this same workflow area to get people to the right place with the field service and the smart scheduling and and dynamic uh dispatch um and you also saw us be able to raise requests for procurement needs through vendors deal with ongoing issues deal with invoices deal with all sorts of back and forth so um we hope today was was insightful um if there are any questions you know would love to um take uh thank you Vanessa for the good feedback um if there's any other questions please feel free to hang out with with Matt and I we'll be around for a little bit longer but uh you'll get this recording and the presentation and really looking forward to keeping the conversation going thank you all oh let's see we got another question in the chat identity management yeah so it it we handle it differently um there's no there's no one set way um typically we tie into identity management platform providers that you have whether that's OCTA or or somebody else we also have the ability to manage that uh centrally and natively within the platform so we've got some customers who are using four or five different authentication methods um into service now depending upon who the individual is who's authenticating uh sometimes it's CAC PIV uh sometimes it's you know straight up email sometimes there's multiactor involved um so there's no one single solution answer it's we have multiple different approaches based on you know what makes sense for your organization your agency it's a really good question Dean and just for those who didn't see how do you handle identity and access management for all the external parties um I think another note just to add is you know the platform is is specifically designed to play well with other Technologies and uh inherently able to to integrate with whatever uh other Solutions we need to to make this whole experience seamless great question