thank you for joining we'll get started shortly we have a couple minutes for everybody to get in we'll probably start a minute after the the hour again just letting everybody get in and get settled as we uh as we get settled as ourselves if you want to take a moment drop in chat where you're calling from that would be great and kind of take the poll of where everybody's calling from we kind of use that as ideas to where maybe we can do some of these events live or even do some workshops um around those locations um some of the iners workshops we got somebody up in your area Rich up in New York let's see where is that I don't Q&A is not loading for me did we not get questions going again yeah it's there huh I don't know what's going on Rich's screen today that's fun all right well you ready to go ahead and kick this off and we can get started and as people continue to join we can catch them that afterwards definitely alrighty so thank you everybody for hopping in today again uh we're excited to be here for our second session of or uncorking itam Excellence again I'm rich cheek uh located in the New York area I specialize in our asset products here on the service now platform coming to you at the background as a practitioner it's some ass management for University uh after that I went to a few different partners where I helped to implement the platform and now I'm here helping our customers realize the value of asset management on our platform and Michelle is with us as well hi everyone Michelle Campos I'm an itm solution consultant very similar to what Rich does in helping customers understand the value of asset management and why it's so important to do it on a platform such as service now I also came from a customer I've been a practitioner for a long time managing uh both software and Hardware asset analysts um for a bank so this topic today is really near and dear to my heart looking forward to the discussion so U Rich if you want to go ahead and move on to the next slide yeah so again hello that's us uh but you know today we're just going to go over real quick you know we're we're hosting this webinar series Hopey um hopefully to drive engagement in the community to get folks adopting the platform taking advantage of things they might not have thought of before and thinking creatively around Asset Management here uh you know today we're going to be focusing in on oh is this the out no uh we're going to be focusing in on actually regulations throughout the service now platform so uh how we can start to utilize service now as a means to um defend our companies when the Auditors come knocking when The Regulators come knocking and uh using the data in the platform to help ensure that compliance so you know as we're diving through here um drop your questions in the chat we're going to be happy to jump in and answer them uh again this is kind of that registration code please sign up again we're doing this the last Tuesday of every month right Michelle uh yeah it's kind of Shifting yeah yeah knowledge kind of threw us off a little bit uh with this but believe we've landed on those dates and uh yeah with that said let's kind of get rolling here and you know tackle the bear in the room so with that I'll hand it over to Michelle Yeah we actually first we're supposed to drink wine that's the whole I missed that whole point of the the series uh I was about to miss it too so all right you want to talk about yours first and then I can go second definitely yeah so um you know to kind of just keep with the theme of the webinar series we stole this from our colleagues who do this and and drink some beer so uh you know managing assets is it's fancy and we drink wine because that's a good excuse but anyway I live in the Long Island area of New York a couple weeks back I was uh taking my daughter home from New Hampshire and we took the fairies across from the Eastern end where was a bunch of wineries along the way so I stopped in at a a local favorite uh palmano Winery and uh asked them they recommend for a bottle of red so I have a a Cabernet Fran here from 2021 I haven't tried it yet but uh I think last time we were instructed to sniff swirl and sip so swirl and that's a it's a good bottle of wine I guess something I would definitely see myself drinking with a an Italian dinner I think so with that said Michelle what are you drinking today yeah so uh I kind of stayed with the theme last time we asked some of our customers you know what some suggestions and Tim said made a suggestion it's a fiesta Winery H and he said a sweet wine sweet red and so I found this it's called home sweet home from Fiesta wineries which is kind of in the Hill Country um I am not a huge red drinker so this will be my my first experience with red in a very long time um I tend to kind of go with the white line but let's go ahead and try this out real quick I put mine in a baby sippy cup because I make a mess I'm liable to like spill this all over my floor all over my white uh my white rug so white wine would not be fun to try and get out of a white rug um it is good I would say it's probably one of the best W red wines I've tried U definitely a lot sweeter not as strong um so with that said I do want to go ahead and start a poll real quick and get some suggestions on what some wine that you would suggest us kind of trying out so if you could take a few minutes and give us some options um we're always looking for a different wine uh there was another wine that I tried and I'm trying to remember the the name of it that um somebody suggested somebody else suggested and I tried it in the evening time with my husband and H we actually went through the whole bottle pretty quickly yeah suggestions the best part about this I should probably take your lead to there Michelle I uh have a new carpet in my office and red wine would not look so great on it so I should get those fancy sipp my wall well I just don't want to be that person that's trying to get red wine out of carpet it's from my understanding it's probably not very fun so it's already bad enough that I have to deal with dogs in my carpet so I have a black dog with white carpet never makes it fun yeah and AR Roomba won't do so well with with wine I don't think no no I don't think so all right so we got to I'm going to give it maybe another 10 seconds we got a few few that have um added some different wine so we appreciate that and I'm gonna go ahead and end the poll and we'll take those suggestions for next time thank you guys um so let's kind of get in go ahead there you go let's kind of get in real quick and um into the of everything right so the reason we're here today and the reason we're here today is really to talk about regulations um talk about how we service now can help within um Comm you know within environments that are highly regulatory um I went out I did some searching I put together this slide really quickly on different areas that Asset Management can fall within a Regulatory Compliance stance right so these are some of those um some of those uh people you know some of those departments that are that are pushing the Regulatory Compliance some of them are the actual compliance themselves but really defining you know what we need to do around assets to make sure that you're compliant with those regulatory um stamps if you want to go ahead and move on Rich so when we talk about regulatory findings I'm gonna stay kind of high level on this and I'm going to move through it kind of quickly because I'm assume that most of the people here are here because of the fact that they're having to meet these compliance um so that you might be more of an expert than we are but I want to talk about it in reference to some of the customers that we're talking to on a daily basis as well as my practitioner experience coming from a bank right so um when you're talking about regulatory findings a lot of it is really just gaps in processes or gaps in in inventory in this case right gaps in how you're you're maintaining the inventory or maintaining the data that resides on that inventory when we're talking about asset management and a finding can be anything that a a a regulatory body has gone out and sign and found a risk or a gap in that compliance so if you look at the cause it's if it if not identified the board is going ultimately they're going to notify the board the board has to take actions on whatever that risk or that uh Gap was identified and then we have to make a commitment at you know say we as if I'm still in the my practitioner days but you know as a as a a body that is in you know if you're talking about financial or if you're talking about Hippa or talking about anybody that has um this sensitive data we need to make sure that ultimately we're doing everything we can to re remediate any risk that has been identified and put processes in place to make sure that those risks don't continue to pop up so when we're going to if you want to skip to the next one rich so where we're going to talk about more in depth is how service now can help you meet those right so um when you are talking about Asset Management as a whole you're talking about process and procedure right and that's going to be something that that our customers ultimately need to Define and what what they need to meet um on their end right but where the tool is going to come in and help is we're going to help with making sure that you're maintaining the inventory that the inventory is live and accurate we're going to help you with workflows you'll see as we go through a demonstration later today how a workflow can help you show that you're meeting compliance and is an auditable record for you if you need evidence of showing how you got from point A to point B um so we're going to be able to put that information together um a lot of times you'll hear Asset Management spans across a lot of different different um departments within an uh a company and so what you'll see here is we're not just looking at asset management but there's vulnerability Associated to that so is there you know do you have vulnerability Management in the tool to make it even better and more mature within the stance are you mediate you know do you have risk associated with it are you identifying where you have gaps in your risk so asset management is a piece of this puzzle um but as you grow and build out your asset management you'll see that it starts flowing into other different departments and ultimately um the more you have built out on the platform the better visibility you have across the Enterprise if you want to move on for some reason my throat is decided to dry up on me now and I'm gonna use that as an excuse to drink a sip of wine so to continue continue on with that theme right when we were talking about Asset Management we talk about the ham and Sam and the staff reclaiming a lot of times that can go really financially heavy but it's also inventory heavy you want to make sure that you have the full inventory but how are you getting that inventory and you don't the last thing you want to do is do manual Imports right and every now and then you might need to do one when you're buying stuff but things that are on the network you might want to use itom Discovery or you know use service graph connectors through itom to bring those um those assets in automatically tracking incidences has an asset gone has the asset been broken was it you know ran over by a car and how is that Associated and lines up with the life cycle of the of the actual asset talked about vulnerability management SPM talking about uh you know technology portfolio management identifying end of life things and taking those and moving those to a um to a project get off of those ass to get off the old asset and get the new asset in place so that uh work can continue on and of course risk right so identifying risk around any of those assets those applications that you're talking about and how to mitigate that risk um is this is kind of that in toin technology for Asset Management when we talk about it go ahead and then key components what makes Su a successful regulatory audit right so um again going with the theme that I'm talking about it's not just Asset Management you're not just living in that siloed little box of an asset manager it was funny whenever I was hired about 10 years ago to do asset management I was asked if I wanted to live in the dungeon to do asset management because that's where they saw it right they before it used to be just a financial a very small Financial component that you know rolled up to maybe an Financial um assistant of some sort right and it was just all financially focused um as I've seen it grow over time and I'm sure Rich you've seen too it's it's become a lot more security focused there's still that Financial aspect there will always be that piece but really you know how are you able to secure your environment if you don't know what assets reside in them right that's that's kind of my take on it what are you seeing Rich what's I was gonna say it's funny that you say in the dungeon because uh when I was working for the University our office very well felt like a dungeon it was in the basement uh surrounded by Stacks and stacks of computers and monitors but yeah the the the idea around the security piece of an asset has has changed quite a bit I think just in the technology landscape from the physical security of the device who can get to it right social engineering seems to be one of the leading causes of of breaches so you know just taking overview of that holistic R risk of what an asset is from you know what's the cost if it goes down to what's the cost if uh there you know a security breach on it but uh you know just that that accurate inventory of everything the the level of detail and granularity that's expected of folks responsible for those assets has only just been growing and growing over the last handful of years right yeah and I think it's important to kind of emphasize the the idea of bringing all of these other department in together when you are looking at standing up an asset management program or you're looking to mature it or ultimately redesign it right because asset management will will grow over time it's not a oneand done kind of thing but having these stakeholders at the table and helping you to define the process is only going to help you get to the next level if you chake it and you move you go with that Silo of I live in the dungeon and nobody likes me kind of mentality you'll you'll never grow you'll never get to the next level so um within the bank we actually had a committee that came together it was a security committee to evaluate security things that were going on in the environment outside of our environment in the world and asset management lived in that space right so we had a seat at the table we came and we talked about things that were going into of life and to support we talked about projects that were ultimately designed to re replace those items uh we had that feed at the table and it was really important because um whenever I need did my security team to help me deliver a message they stood behind me because they understood what was going on in my environment and they had that that buyin up front so just keep that in mind um it's always good to have a committee and and talking to that committee on a regular basis okay so you want to go to the next one I think this is the last slide and then we'll start getting into the specifics around software and hardware and how we can really design it towards a um a regulatory stance specifically but these are some of the exe examples that that we're able to find out there avoiding regulatory findings right those fines that are penalties that have been been um set upon you based on those gaps and processes that are broken or or missing um I have an example of one specifically that that um touched me near and de to my heart as I was an asset manager reducing costs you know uh how are you making sure that you're improving productivity streamlining remediate remediation process workflows all all of these kind of go hand inand and they're going to help Drive savings as well as keeping you in business keeping those lights on making sure that you're you're able to continue doing business as usual because of being able to satisfy any findings or getting ahead of any findings before they even found right so let's go ahead and move to the next point I think that last point no I think that last point is the like the driver that a lot of companies are working towards right stopping the problems before they occur um the bleeding yeah exactly or or like before it starts put on knee pads and elbow pads or something before you fall right but uh you know I think like internal audit teams right maybe you aren't subject to you uh some of the strict Financial regulations but you do have your own internal audits because you manage a large you know cost of assets right it's a it's an expensive proposition for your business there's no reason that we can't draw parallels to that as well you know so just as we're looking through the lens of all of these regulations it's not necessarily one specific one we're talking towards but just that idea of of knowing what you have using what you own and and mitigating the risk against it you know across all these different areas of the platform 100% can't say it any better so yeah hopping into a specific regulation and what that might look like and and branching out from there right we're GNA kind of kick off with this uh FF regulation and I think Michelle is cringing as I say those letters because it may have haunted her in a past life but yeah yeah for sure and so as rich said you know we we don't want to really drill into a specific one but I'm using this one as an example only because um I did get Shivers when he brought this up right this is something that I'm familiar with it's something that I've done it's something that I'm having conversations with all you know our customers on a daily basis in the financial industry uh but this is just an example and what you'll notice is whether it's ISO whether it's socks whether it's ffic you know all the different compon all the different regulatory um Define you know I can't I'm lost lost my words I think I've had too much wine already but when you're looking to meet these regulatory requirements a lot of them will you'll see a lot of overlap right so being able to identify that they kind of look the look and feel the same so we're going to use this as an example just so that way we can show you how it ties into that the you know the overall dance within the pl excuse me the platform so if you today I'm going to take Hardware so we're g to flip it around a little bit rich is going to take software I'm G to take hardware and I'm going to stay focus on the asset end of life and we're going to talk through that portion of it um if you've look if you looked the very top portion it talks about process and procedures there you definitely want to make sure you have Define process and procedures a lot of times I'll talk to customers and they'll say that there's gaps or they're they're weak right that they have weight they want to strengthen those processes and procedures and I always tell them look at some of the outof boox workflows that we have within service now because those can be processes and procedures you adopt instead of going out and red finding them right no we need to rewrite the book if you have them at your hands and ultimately can use them the other thing I want to talk about assets and and talk about processes and procedures and and I might show this in the demonstration is the way that we manage our processes and procedures is we Define those as knowledge articles and we ultimately had those stored within our knowledge bank and employee Ser in the employee service center employees could go and identify what that process was so for example if they're disposing of an asset they were able to go in and type A search word of dispose and then they can see what that process is they can see ultimately what they need to do to in order to you know maybe dispose of an asset um but that's one way of doing it and then when we talk about technology asset inventory hardware and software we're going to kind of table that for next week or for next week for next month not next week but for next month we're going to talk about how we can automate that and we'll give you some more details on that here in the near future yeah so actually if I could just jump in real quick uh we did have a question in the chat from Steve about how do we know you have everything in your cmdb that session is going to be extremely helpful in uh in coming up with the ideas around how we're discovering all of our assets hardware and software across there I think to dive in as well there there may be some other areas of the platform that can help but um I think this is where the whole idea around Enterprise architecture starts to come into play and looking at how you're capturing your whole footprint and then ensuring those types of Integrations are brought into a tool like service now so we could tell that we have the solutions to do it on the platform with something like APM and application portfolio management for that and all of our different CB Health pieces so happy to keep diving into this a little bit more towards the end of the call today but I did just want to address it before we got too far along and that I believe the next webinar series very timely is going to help address you know answer a lot of those questions yeah this is a question that we saw and a topic that we saw come up a couple times on our suggestions whenever uh last last month right and so um this is definitely be a session so it was kind of part A to the part B so our next session will be kind of talking about inventory and how to automate that good good talk okay you want to go to the next session sure our next slide yep okay so different workflows we have different workflows depending on you know what you're looking to do this is just an example of what a work work flow it looks like and I'm going to go kind of run through one it's not going to be the donation it's going to be a disposal workflow but again just keeping in mind any workflows that we have out there that are out of the box workflows are something that you can audit against and I'll show you how we can pull up the flow around those assets and if you were needing to give evidence out to your um regulatory you know to your auditor right you can ultimately export that information and show that and we'll we'll show that in the demonstration go to the next one yep and then next up so this okay yeah the surprise we're gonna escape from that stop the share for a moment Michelle is gonna steal the screen and uh take it away sh real quick can you confirm you can see my yep okay um also just real quick this is the fs guidelines that was talking about so I'll just kind of throw this in the chat just for anybody that's um interested in kind of looking that up um this goes into a lot more depth I just had it kind of at a summary but we are going to take a look at addressing it end of life so with software asset manage or excuse me with Hardware asset management and software Asset Management you get the What's called the content service it's made up of an in-house research team along with a Content Library the research team is going out and identifying when Publishers and manufacturers have identified their you know Hardware or software as being end of life into support and of extended support and then once they've identified that they upload it to the Content Library the content library then feeds it into your instance on a weekly basis there's no manual import or export you're not having to go out and identify this information on your own um and then we provide it to you in a report format so this is one way to ultim view that if I wanted to go into a spe specific life cycle I could do that so I'm going to go ahead and drill into end of support just to show you kind of what this report looks like if I wanted to export all of this information I can do that into a report but we're going to take this a step further I'm going to go into something that I'm looking for that I that should be already out of our environment so we're going to take a look at these two think think pads and we're going to identify ultimately what assets are reside as to that end of support so you can see here we have a couple that have been disposed of but we have a couple that are pending disposal so those are ready to go it looks like they're at my Santa Monica Warehouse so we're going to work with that um but we're also going to go ahead and take a look at our think pads and see where they're at in their life cycle so again I have it looks like three that are pending disposal I have some that are retired so one that's just one level of being able to see ultimately what's in your environment and is it end of life and to support looking at where it's at is it being used or is it you know sitting on a shelf somewhere that you can ultimately retire it but this is one way of being able to identify that that end of life and to support if you come and ultimately want to go to the table and do a more detailed report you can also do that so let's get this so if I go to the table View and just in case somebody out there wasn't aware if you T if you type do list in all caps outside of after the the table name it'll automatically open up a new tab for you so no need to yep it's got to be capitalized it goes to a new tab yeah something something I recently learned so should have known it a long time ago a couple of those quick ones you could do form that will bring up a blank form or config and that'll bring you to you have to have your admin hat on for that one uh but that'll bring you to your table configuration so uh I'll take my old software service now developer hat off and we can keep going here I love it so the the beauty of having rich on this call is he's been in the platform holistically so I've been really focused on asset and the practitioner side of it of asset management whereas he's been an implement and really been all around the platform so I love having him on and kind of talking about some of the the cheat sheets things that we can do yeah one of the reasons I love that the ham solution so much is I guess I cut my teeth developing on the service now platform in like 20134 to build a lot of those things and service now loves to hear from customers about what they wish they could solve for on the platform so it was folks that were in my seat that were screaming from mountains that they want to be able to audit a location because they have a ton of stock rooms that they need to go check out that you know ultimately it gets delivered in a in a more sustainable scalable Way by service now so uh yeah I love all that kind of stuff though it's true we do love to hear it so um our you know our product team has regular meetings with us right our the itams that are kind of hitting the ground running that are Forefront in in the customers um conversations and so they'll reach out to us to understand ideas but then they also leverage that idea portal so I'm not sure who's familiar with it maybe Rich if you want to drop that in the in the chat if you can find the link but anybody can go out there and identify ideas so if there's like a workflow that you're kind of thinking of that maybe isn't out of the box definitely take time and go through and and drop that into the idea portal because that's something that they look at on a regular basis and kind of prioritize depending on how many requests that are coming in and where it is with in the road map and I will say it is tricky to find that link because Googling service now idea portal brings you to our product with an idea portal so I will get the I'll get the link out in the chat here shortly I mean to put you on the spot yeah oh no it's all good all right so we've identified that we do have some stock that's we do have some items that are in stock pending disposal but they are end of life right so they they went end of life or they're going end of life as of um July 26 2024 uh we can see that it's a publisher end of life so that is whenever it comes through from service now or publisher that's saying that it's published out there and it's um identified out in you know through the the Publishers portal or their website um you do have the ability to come in here and identify your own life cycles so if for some reason a manufacturer hasn't identified a life cycle you can come in here and create one yourself or maybe you want to be a little more strenuous and making sure that your assets don't go end of life and so you want to you know set this for six months or a year in advance you can do that as well and they will also come out on that report so whenever you're looking at things I don't know if I have any specifically in here I don't but um if it was uh internal that's how it would show as internal oh yeah right here publisher internal so we went ahead and identified them ourselves so now let's run over over to a disposal order um for sake of time I've gone ahead and created one but if we were wanting to start one from new we would come into the disposal order click the stock room identify the location of where the disposal is going to be picked up from assign it to someone and identify who our vendor is again just for sake of time I've gone through and typed in all of that information I've also picked my asset so you can see here I have those blue noos I have an apple MacBook that was already identified as pending disposal at this location so I'm going to go ahead and dispose of all of these assets at one time for anyone that's not familiar with a a workflow a workflow is really trying to make sure that the the work flows from Individual to individual or from group to group if there's multiple groups working on it it also gives you the ability for anybody to pick up that workflow and know where it stopped so in this case we can see that this workflow has been started but it's at that point of verifying the asset so if Casey that it's assigned to went on leave maybe a medical leave for an extended amount of time if Sam came in here and needed to work on this ultimately they could so we're going to walk through the disposal workflow really quickly even though this would take months on in we're going to kind of go through this lightning speed but you can see again these planned assets I want to go ahead and verify that they are the planned asset this can be done multiple ways um the probably the easiest way for somebody that's out in the field to verify that a asset is ready to leave especially if it's like sitting on a shelf or sitting in a box or in a pallet is to use the mobile app to scan these asset the mobile app can be installed on an Android or iOS device and it can be scanned you use the camera on that device to scan in the barcode and serial number um but in this case I'm not going to jump into my mobile app just going to go ahead and verify these and I'm going to come back into the details and I'm going to go ahead and close this ass this task now it's going to automatically open up the next task and maybe this task could be roted to somebody in the warehouse maybe this these would be different in this case we're going to keep moving on with Casey working on it she's going to schedule a pickup we're going to go ahead and say iron Mountain's picking it up we're going to say Iron Mountain picking it up today the vendor ID we'll just do a number real quick and Mike Smith is going to be the pickup all of these details can be ultimately entered if you want to I highly recommend entering as much details as you can it always helps save you in the end when you have them we're going to go ahead and close this task next one is going to be selecting the assets so again keeping in mind I'm doing this within seconds and minutes usually usually these are happening over multiple days if not weeks at a time so now we just need to make sure that the Mike Smith showed up to pick up these assets we ultimately want to ensure that these are the assets that are leaving so again it's going to have you verify the assets if there was a discrepancy between the planned assets and the the assets ready to leave you would get a notification that is going to prevent you from moving forward without ultimately remediating that that so making sure that your check and balances are in place so we're going to go ahead and show these as depart what you'll also notice is as we're doing that these states and substates are automatically updating so I don't have to go into each one of these with every transition that it's moving to go in and update so before it was in stock pending disposal now it's in transit is the the technician that came on site from from Iron Mountain ultimately has these Assets Now is ready to to lease so we're going to go ahead and close this task we're going to move we got two more workflows or two more tasks that are going to be associated with this this one is a confirmation from a vendor so if you needed to attach any kind of Excel document or email saying that they ultimately picked up the assets you can do that I'm going to go ahead and close this and we're going to just attach the confirmation to the last one so in most cases confirmation once the vendor leaves your site usually can take anywhere from 30 to 90 days to actually get that back before this would be sticky notes or email reminders or calendars that you put on your your outlook to remember to get this certificate of disposal and then ultimately on you know on your to-do list right but in this case there's reminders that are going to be out there there's going to there's reports that are going to be um showing you that you need to make sure you get this disposal documentation bet so we're going to go ahead and receive this the certificate of disposal we're going to attach that certificate real quick and then we're going to upload it here we're going to save this we're going to show that these assets have now been disposed of so again the state changed to retire disposed of and we're going to close this task now all tasks have been have been completed and if I was to go back into this last task if I go to one of these assets just going to pick a random one and I scroll down what you'll notice here is there's a disposal portion of the asset table this disposal is now Associated it to that disposal number that we just closed out it shows me who the vendor is that picked it up any disposal order number that you want to associate it to it also shows me when it was disposed of and a retirement date so now it's all been closed out then I could always if I was to come into the asset instead of going through so in this case we went through the disposal workflow but if I was to come in reverse and come in through the asset I can very easily get to the workflow and get to my certificate of disposal so I can see all six assets that were disposed of and the certificate of disposal that would be tied to them so the chain of custody is has been completed right so you have ultimately made sure that you secured your assets um and that they've ultimately followed a specific workflow to uh be disposed of keep in mind the workflow that I showed you these four five tasks can ultimately be designed how you if you have a process that's working today and you don't need us to define a process for you you can tweak this by going into flow designer and I'm going to show you real quick what flow designer looks like flow designer is our um kind of our Automation and creating the workflows as they go through I'm going to look up this one specifically we are going to find it I should have probably favored it real quick but see I think I have the specific name this okay helps when you look at the right right name to narrow it down so this is our disposal flow this is exactly what we just walked through this was a flow that again was out of the box I didn't have to go in there and build this this is coming to you out of the box with h hamro but It ultimately defined how tasks are being done if something is completed what moves to the next stage ultimately but if we wanted to come in here and actually see the one that I just executed maybe I need to show evidence to a to an auditor I can come into the executed so I kind of did that fast I come over to this three dots I go to execution and it's going to show me all the items that have been executed around this asset workflow and then if I was to come in and find the one that I specifically worked on which I think is this one um I can see here all the specific tasks that happened I can see everything completed um but I can come into this current record and now it's going to give me that certificate of disposal along with the disposal information it's going to show me all of my assets that were disposed of and all of the tasks that were taken this is a very clean way of providing this information to the auditor if they need to see what process you've done showing that it matches up with your internal processes that you published and what assets are associated with that process you can come in here and ultimately export this information um to PDF or XML and then there's your evidence that you can give to your auditor so this is just one way of being able to take end of life into support items that you found through a report identify those ones that need to be removed out of your environment go through a disposal workflow process and then have evidence that you can show on a you know on a regular basis or as needed that ultimately it went through this specific workflow this is what happened and um and provide that to the auditor and as I said earlier when you when we go and you're talking about you know having policies and procedures um publish out there again what I used um as a practitioner was knowledge articles so here I would have my Hardware asset disposal policy it's published out there where anybody can go in and see it um so I'm meeting that regulatory environment I'm meeting that specific about policy standards and procedures I'm meeting that and I have it here where anybody can go in and see it and then I could print this out for the auditor as well to show that my workflow met this policy um so kind of tying all the ends together no I lot I gave a lot out there I just wanted to kind of take it past just end of life into support because identifying end of life into support is not that holistic if you if you went in here to end of life and to support they're going to tell you exactly what you need to do and it's not just identifying it but it's taking measures to get off of those it's making sure that you're mitigating the risk so how are we doing that now we're getting those envir those assets out of our environment we're ultimately making sure that they are um disposed properly and then we have a tracking and auditable record of how it got out of our environment along with the certificate so that's just one way of being able to do that BR were there any questions out there uh no I there was a question about the recording of this and the deck going out which yes we send them out as follow-ups after the webinar series just got to get them up to YouTube but uh uh I think just all of these regulations the process is more important than the point in time data almost right if we're using a spreadsheet to track these they're not going to it's hard to stand on our legs and say we followed our procedure our process that you approved right what next it becomes emails right so you're usually in that case you're trying to dig through your emails to say Hey you know I gave Finance these records back on this date and or you know I disposed of it through this email through this vendor it it becomes very hard sometimes people use SharePoint right to store some of this information and that's okay uh but it's not great right it's not going to get you to the next level of asset management it's not going to get your your business to the next level of growing if you're not making sure that you have a holistic inventory yeah so yeah yeah so we at the University I mean we got a phone call at our help desk one day somebody had found a printer at a landfill in Michigan with our asset tag on it and like yeah luckily it wasn't an auditor calling us saying why is your why is this in a landfill right like what so but we used it as a thought exercise to go out and try to find what happened to it right because it was a good a good exercise to go and try to track that down and luckily we were able to find the piece of paper stuffed in someone's desk with the the certificate of disposal from the vendor we went through with that asset tag but you know it's very tricky sometimes to to track that down without it all recorded in one place so in that instance you know it wasn't an auditor we got lucky we found anyway but it really opened our eyes to saying we have to nail this down a little bit better yeah yeah and to give an example of an otter right there was a uh a a really large bank I won't say names but a really large bank that was penalized for 60 I think it was $60 million they were penalized because of servers that had ended up I don't think that was atanto I think they ended up in the wrong hands and there was no documentation showing they couldn't produce any documentation showing that ultimately it had been wiped and secured and then ultimately disposed of properly um so they had a huge fine not only a huge fine but reputation right now their reputation's out there customers don't feel comfortable using their the bank um so there's a lot going on around it whenever you and then all the resources that go into that right so it's not just Asset Management you got legal now you got your in most cases your SE levels are involved in it especially if it goes to that kind of level right it's a it's a mad scramble so the the point of this is get ahead of it before it happens again stop the bleeding before you even get there right put those knee pads on and and those elb PS I'm gon to steal that one from E Yeah my daughter is always asking for them before she goes on her scooter so just I don't know what we did in my day you know I'm gonna be that person I just bled out everywhere so all right I'm gonna turn it over I think Rich you're it's we're going to move on to Software all right I got it all right so just again to address an idea of where this can help stand up to regulations and audits we saw let me just jump back a slide here you know that final bullet that we were going to tackle here was Shadow it you know mitigating risks against things we don't know about so to the the question earlier this may not answer it exactly but it kind of plays to that theme about full visibility uh you know across your technology Enterprise because ultimately if somebody works for your organiz organization they're going out and buying something or utilizing a piece of software it's the organization's responsibility to know about it so we do have some solutions for that on the service now platform uh specifically around Shadow it and tracking that software spend that we don't know about so we do have software spend detection and it's a means to consume all the financial data at your organization so those general ledger accounts maybe people going out and purchasing things on PE cards bringing them into the service now platform again utilizing that content service so what Michelle was talking about earlier in terms of end of life end of support there's a Content service that is used to normalize those financial transactions so it takes the you know those purchase order strings and and looks for keywords and differenti to bring in that this is a piece of software indeed where you could then go take action on it right you may be discovering spend that is out there so you know why is f you know why is um marketing going out and buying their own Dropbox subscriptions to store their data they should be using the company's you know one drive subscriptions or whatever that might be or even looking at overlapping software so again that same idea of um using software that's not within the processes or approved by the organization you could really help to detect on this and then just um diving into the platform here quickly to show what that might look like so again there's there's a module here for software spend detection it's got some functionality built into it but essentially it's it's an Interactive dashboard where you could come to make sense of that information so this is this at this point um my fictional company we have already either integrated with a third-party tool that stores that inte um financial information totally possible to integrate anything into the service now platform we point the data in the right place or uh we do give you some easy templates to import so you could come in here uh download a template just like importing data anywhere else in the service now platform align your columns to your other systems and bring that data into the platform you know from there we have a few different views we get so we can see all the different Publishers that are being recognized by that content service against the purchases and the products underneath them as we start to dig in a little further where we could start to see things that are unmanaged right so in service now's uh eyes here anything that's unmanaged is something that we're not tracking entitlements for so if you um are familiar I think we spoke about at the last webinar series an entitlement is a a a record that gets entered into service now to tell us what you've purchased as an organization so as an example an entitlement might be 50 licenses for Microsoft project that aligns to the software models so anything that you're seeing here is unmanaged with this checkbox are things that you know it or whoever is doing your software Asset Management practice is not uh tracking to you get to see the costs associated with them along with all the data that makes it up so I think the most common way that I hear about um folks wanting to ATT track towards this is cost centers you know who's out actually go out and buying it so you could go in and group this by your cost centers so you could track down those folks who are you know always on the naughty list and and not following process and and address issues there and all the different transactions against that uh you could break it down by department or location a few different ways to slice and dice that data so when we're talking the ideas you know software spend detection I think it's relatively straightforward here but it's extremely powerful to be able to stand up to an auditor and say no we're doing our due diligence we're consuming our finan financial transactions to see what's going on outside of uh Central it and it helps toine it helps Define gaps in your processes right by seeing this it helps you understand who those rule Breakers are it helps bring it back in it's not an easy button that says okay now I want to manage all this and you know this magic happens on on behalf of anybody but this starts having conversations it starts you start looking at your processes defining you know how you can secure them better but then you also start knowing who you need to go and talk to and start talk you know kind of do that hand slap of shame on you don't do this um this is the process you need to follow and then start bringing in it into management but like rich said this is showing that you're going above and beyond just managing what you know about but now I'm starting to manage things that you weren't aware of that people might be using PE cards and buying stuff that you're just just unaware of definitely good point and then just to kind of round us out today here I'm going to dive back into a slide because this last piece of functionality is at the bleeding edge of service now technology and it's kind of exciting I think so uh one of the biggest gaps today is is SAS activity so maybe folks aren't buying software on a PE card but they're accessing websites and functionality that uh you know you're not aware of so I think a lot of organizations have nailed down a pretty tight policy on installing software on devices so even if someone were to go out and purchase um Microsoft Project or any other software that might be out there maybe not that one but uh a piece of software and try to install it they're going to get flagged things are going to pop up bells and alarms are going to go off from your security teams organizations are getting a handle around SAS but you know a lot of places still have it relatively open so people go access any websites and software that they like out there so new to Washington DC is um a browser plugin that we support to go and do the discovery of SAS out at your organization it is a Better Together story between itom it operations management and itam so it runs um it's a the Dex plugin the digital experience plugin as part of our agent client collector our ACC so as we're going to keep throwing around acronyms we'll follow up with this after this call and we could talk more towards it but essentially it's a piece of our service now discovery that gets pushed out to your web browsers to track the different URLs that folks are accessing from there again it kind of goes through that Content Library and normalizes that data so it'll start to recognize uh what folks are doing on figma or monday.com it's going to flag whether or not it is managed so that same idea around we have entitlements and purchases of it how many folks are going out to access it and even to the point of uh Total Access time and last time used so it's just more extension of that functionality to say you know what are we unaware of that's out there at our organizations and I think that Segways pretty nicely into our final slide here and the idea of itom and item Better Together uh but at we we said earlier our next series uh at the end of the month is going to be around how itom helps enhance Asset Management on the service now platform so from the lens of discovering software discovering hardware and tracking what's up and operational in your environments uh but that's where we'll be going next with it yeah we're going to have a special guest so we have we're um we should have will from beers withth Engineers so kind of our counterpart on the ion side he's going to come in and we're going to really talk about you know how how is that inventory accurate how are you making sure kind of back to that question how are you making sure that you have your your whole inventory ID identified within the platform form so I'm really looking forward to that session and finally just one last teaser for knowledge for the folks that are going next week uh we're excited to see you there I will be out there somewhere on the Expo floor try to find me and say hello I still waiting for my official schedule but uh you know it's the biggest event of the we uh year in the service now ecosystem back out in Las Vegas again tons of breakout sessions I'll say when I was uh learning the service now platform going as a customer was the place where I learned the most whether it was how to develop on the service now platform in some of the pre-conference trainings or the different Labs that are offered throughout the week those are kind of my own personal favorite sessions we're just going around the Expo floor talking to our our partners our service now experts about the platform and getting all the excitement out there so uh looking forward to seeing everyone there if you're not already registered it's getting close but come talk to your service now teams I'm sure we'd love to get you out there yeah I'm gon take that week off [Laughter] I'm gonna take an extra nap or two because I'm just G to be so excit so exhausted for Rich because it's it is so much fun so exciting a lot of knowledge but a lot of work goes behind the scenes so keep that in mind when you see rich thank him for his time out there for sure I could recommend to everyone on this call wear comfortable shoes it doesn't matter who you are at the conference you will be walking quite a bit bring water and ChapStick it is a desert for folks that don't live in the desert uh so I I haven't looked at the weather I'm sure it's getting hot out there uh they're long days they're fun days take advantage of it uh and network meet a lot of cool people yeah the first time I went I took Fancy Shoes because I was worried somebody would look at me funny and then I think that they looked at me funny because I wore Fancy Shoes so just definitely uh take tennis shoes Flats uh you know enjoy the time otherwise you'll find yourself really early on in your in your hotel room not enjoying what you what you went there for awesome all right rich is that it I think that brings us to questions so yeah we could wrap up the recording here yeah give me just one second let me stop the recording