welcome to Glide chat where we give you the rundown of all things service now let's talk about the now right [Music] now hey everybody Welcome to a special edition of Glide chat I'm Brett Carl VP of solutions and alliances at glidefast Consulting today we're at knowledge 24 wrapping everything up and I'm here with Jessica wine and Ryan Smith from own company how are you both doing today right awesome home stretch and knowledge awesome perfect yeah a lot of stuff going on this week it's great working with you we just want to get to know uh your organization a little bit um if you could just give me the background what is own company why are you here what service do you provide I'm gonna let Ryan tell the story because I think it's good coming from him in terms of why he joined own so I've been in the service now space for about 10 years but there's a thing called the shared responsibility model and basically what that means is the SAS provider like service now is responsible the for effectively the example we use is like if you're renting a house from someone service now is a landlord okay they make sure that the foundation's not cracked the roof doesn't leak and that's the responsibility to do a great job at it the data that goes in the platform or the everything that goes inside of the house is customer responsibility so customer leaves the windows unlock the door open and someone comes in and takes everything that's that falls on the respons posibility to the customer so that's actually a huge education piece that we've spent like the last few years kind of educating the ecosystem of but I think once people find out that you know who's responsible for what see the product moves fast so um the driver really is our customers asking us to move into the space service now is becoming obviously already is a critical component of uh the Enterprise but it's is becoming more and more critical and so um there's no one doing what we're doing so we wanted to take advantage of like kind of being the first mover I if we are doing our job right we will have uh others enter the space uh but all that will do is validate you know the need to make sure that you have uh resilience with your data that's great um going back to to own and the products that you have talk to me a little bit about what you can offer the customers for the service now ecosystem well where are you targeting what problem are you solving um we know that with service now they have uh backup from their data centers yep you know that that fits a lot of uh requirements for customers but what are you able to add in addition how are you able to augment that for the service now ecosystem absolutely where I'll start is I think there tends to be kind of a misconception in terms of um the responsibility that that the cloud provider has the SAS provider has and what the customer has right so when we think about what service now is doing to protect our data they are um they're backing up data really the use cases to protect customers in the event that they're inflicting some sort of service Interruption right so you they have redundancy they're responsible for uptime availability if service now uh if there's a service now outage these backups can be used right when when we're failing over to redundant data centers um as a courtesy to customers service now allows uh allows you to raise a high ticket in the event that you have some sort of uh data incident and uh they recommend doing this as a last resort but they do allow customers to use the backups that they've taken for for their purposes of supporting their High availability architecture and um allowing you to do to restore with one of those backups so think of it as like a complete roll back right and the reason they caution against doing this and why it is a last resort is because it will create more data loss you'll lose things that you wanted to keep um and and I just say in general if you if you think about the practicality of it a lot of your customers are highly invested in the platform right there are many lines of business that depend on service now and data incidents tend to be confined and contained to one certain area so if you have a customer that's running CSM they have their technology workflows and maybe they have HR and HR has an integration error that corrupts tens of thousands of Records try coordinating a full roll back with your peers right across the business so it's not really meant to be a solution to be used for day-to-day things that happen like that and this is this is true of every SAS provider we're obviously doing this in other markets and and SAS backup is a very it's a mature competitive market in other places we're we're kind of first we're happy about that for now and but fully expect others to come in where we come in is we're actually allowing customers that have uh you know they want an insurance policy they want peace of mind I want to sleep better at night knowing I have this important business critical process that I'm running on the platform and if something happens to it I can get part of that back all of that back whatever I want I get to pick and choose exactly what I want back and then further to that when you talked about like areas of focus uh there are in highly regulated Industries there are many um compliance reasons that dictate that you have to have backup and in most cases it is a third- party independent backup you need to be able to demonstrate that you can restore from that there are a plethora of uh operational resilience uh requirements that are kind of coming down the pipe right now and this is going to be a conversation that you're going to have with your customers all the time and and we're having every day so that's what that's backup I can talk through some other things sure no that that's great and I know it's it's very important in that space to have that redundancy to have that reliability and it almost seems as if you know service now has met the requirement of we will back up your data um but you've taken this a step further into more of a devops play or to more of a repeatable u long-term solution for uh the the ins and outs right yeah so yeah service now actually their 14-day retention they have most SAS platforms have nothing so they're kind of going above the responsibility model the shared responsibility model says that the customer is actually responsible for the data that goes in the platform not service now so um service now is on the the better end of that in my opinion so it's so we kind of fill the Gap from day 15 to 99 years obviously most people don't find out they lose data a lot of times it's human era you don't realize that till three four weeks a months later and that that that has gone forever so so your data retention is in perpetuity the end of time if if people so choose um where's that data kept where are you um putting that data customers obviously want to make sure that things are getting back up properly so what sort of security constraints are is own utilizing yeah I mean given that like this is all that we do when you think about any sort of security requirement around um highly sensitive data P pii Phi we have every credential that you could possibly think of um customers can choose whether they want to store their data in AWS or if they want to store their data in Azure we may expand some of those options at some point um and with the AWS option you could even bring your own storage as well but typically we're managing the storage you can bring your own encryption keys or we can manage those for you so there's a lot of options you know certain things for certain industries are more important than others but um suffice it to say we're we're able to kind of Meet the the customers requirements and to that end um also transact on the AWS and Azure Marketplace which gives customers an additional benefit of being able to draw down on any spend commitments that they've made with their their cloud provider that's interesting so if they have a spend commitment on the AWS or on the address side they' be able to capitalize on that yeah one for one so you know if they're spending 100k with us um then they would be able to draw down on their spend commitment with uh AWS unless there's sometimes there's even incentives that allow to allow that to count for even more um but it's they they draw down 100k with AWS like Ryan said a big part of our strategy is um working with and through partners and um AWS and and Azure are certainly strategic before we get into our partnership and what we've done and what we're doing together for our plans um let's go a little bit into Industries with glide fast you know we are hyper focused on going to Market on specific industry Solutions and different Industries uh as far as experience expertise and capabilities what is own doing from the industry space What are you targeting what are you where you headed yeah so I think obviously anything highly regulated so financial services and hls we also play a lot with uh technology providers as well that's kind of been emerging as we've moved into the service now Market um but again we kind of like cross all Industries those those would be the top compliance is a huge driver uh retention is a huge driver as well but in other areas of our business you know we're we're kind of we're crossing the the full spectrum that's awesome that's great I really appreciate it uh let's dig into our relationship and how Ryan touched on it briefly um with what you saw in Glide fast and how um your path started with own and how we' we bridge the gap but uh what sort of things have you seen as any sort of benefits um to the relationship between Glide fast and own how do we work together from your perspective do you want to start sure so I mean the culture was a big I mean the passion you guys have for the space um you know the culture Mike Lombardo and GL Fest has created over the past what has been eight years now we want to we want to be a part of that you know I mean we felt really lucky and very blessed to to be just to enter the ecosystem with with a partner with you know your stature and also to have you guys see us as an important solution coming into the ecosystem right to fill a really important Gap and um so with that in mind that was kind of the initial started the partnership and we went to Market together and started um you know going doing doing things like we're doing at knowledge I think this year was one of my favorite knowledges because we kicked it off with a philanthropy event for the charity for the poker tournament you know I just I think you guys have a lot of soul You Know You're A Soulful company it's you know you you want to you want to do great things in the ecosystem but I think uh the poker tournament we did on Monday to raise money for the Jo and juy Foundation you know which is if people don't know about that basically helps families who are going through cancer treatment and help pay for expenses when they're staying in hotels and and all that and with with Mike's Journey that he's having with cancer and remission it's just it's great to work with a partner who sees the bigger picture you know so that's obviously a a huge draw for us but also just the opportunity to have Glide fast help customers who are on boarding own and you know we have a different philosophy in the surface now ecosystem as far as we when you know some instances are so massive you would you wouldn't try and back up an entire instance right and so Glide fast is helping us kind of go in there and scope the environment and say hey where does this data live that you couldn't live without and do some of that implementations as we move forward yeah I mean i' I'd like just double down on what he said like it's um and this is it's like somewhat formal and in a setting like this but um I just I think we look at each other like like family we are very culturally aligned and that's kind of why this worked out from out of the gates um kind of similar philosophy on the ways that we we go to market but when you kind of take that a step further and you look at the art the possible you know even with with with your leadership Brett and your vision around Partners especially in your new role um there's just an opportunity for you guys you guys are always thinking about a way to level up how you're working with your customers and so now with a more formalized approach in terms of how you work with us and how you work with other technology Partners you're able to create offerings and bring expertise to the customer um they trust you they're going to look to you anyway you're going to have to have that type interaction and so I think um it's just a really smart move it's a natural progression and you know customers can look to you to say you know what needs to be backed up there's no one that knows their environment better than you potentially you can help them manage that and you can help them think about the bigger picture to make sure that when it comes down to an audit that like it's not they're not getting coming back with findings that hey I I got I have more work that I need to do which in turn could potentially put off other Project work uh that they had previously prioritized right so um I think the partnership has been awesome there's fun stories around how it's started and yeah absolutely and I I think the the culture fit I think is spoton in terms of how Glide fast is a Work Hard Play Hard type organization we want to help our customers that's we're customer first driven for that org and we fully believe that own is that and that same um to your point Jess as far as the solution driving you know we look to leverage own from Disaster Recovery um from any sort of a an assessment for almost like a health check of how is your data being backed up how is it being managed um are you in a position to be successful if you ran into any data Integrity issues and by glad fast being that sole source service now partner um and having that expertise with our over 600 employees definitely it's a good fit it's a good relationship and partnership um going forward so so thank you for that and and for touching on that yeah and I think you know the Ryan brought it up earlier we we recently changed our name from own backup to own we did that because we do much more than um just backup in other markets there's things that we do that service now already covers like SAS security posture management who sees what data classification we don't you know we're not going to bring those things to Market um but one area where we really saw uh a need uh is around the ability to uh seed production data into sub production environments to help with um testing or creating training data sets and while doing that obfuscating that data so uh We've also brought to Market a solution called accelerate and so you can build out the perfect kind of test or training data set that can complement uh you know the Clone down process right because there that tends to uh require a lot of orchestration um obviously can wipe out some work and it's it's necessary but in the meantime so that you can move faster we can all develop faster move on to the next thing allowing customers to get the data that they need into those environment is another thing that we can do and and that's great you've got more than one product yeah so own his his backup at seed in accelerate you know sa safe harbor what what's the future look like any sort of a teaser for anything sure you know we've we've done a a corporate name change so you can go further than back up so what's on the horizon can you can there be a podcast in 2024 without AI right so um yeah so if you think about what we're doing we're allowing customers to snapshot their data every single day maybe more frequently if you need it and there are pretty powerful insights that you can gain from historical data so yes Safe Harbor but the longer term vision is how can I take the data from my backups and feed my uh my large language models and and um you know gain insights out of that data right and kind of mash up cold storage with the the live data that that's on the platform it's kind of the art of the possible right so um that that's where we're going with that we're not trying to build our own um kind of AI Solutions or anything like that we just want to give customers an easy way to feed those models and and activate that data activate that data yeah that's that's great yeah um going back Ryan touched a little bit on it give give me a uh knowledge 2024 recap um what sort of connections did you make uh how have you able to lean in with with your uh booth and all of your employees that were here and make an impact to customers any sort of sessions that you had and and and end with you know our epic party that you know we had and collaborated on last night if you just dive in that a little bit yeah so what Ryan said I think uh it was absolutely incredible to just see uh all of the love and support and um you know generosity that the service now Community brought on Monday night um we did a charity poker tournament private poker tournament and whether folks were playing in it or not there's just awesome energy and we raised $122,000 for the Joe andrewy Foundation um we've we've done these things before um and in other markets and um you know I'm I'm really appreciative of uh Rich Klein who ran our Solutions engineering um practice at own he's I think he stayed on he's leaving he's retiring he actually stayed on just to help us with this like um because I don't know poker and uh so is awesome uh so I I hope that that becomes like a tradition as we as we move forward and it gets bigger and CU everyone had such a good time fun stuff like that um in this room here we did the financial services compliance Round Table uh today and yesterday that was just I thought went outstanding um we had Jeff deiro who's the deputy sizzo at service now and um Alison Moy was a part of that as well from the security and risk department and just you know there's new laws like with Dora coming out in the UK and am Mia that's you know going to be affecting really worldwide compliances around what people do with their data and the financial services so just trying to get ahead of that and get you know customers in the room who are going to be dealing with that talk about how that affects your business and how we can help and um and then of course the party at Jew last night you know not having Mike was there in spirit so that was great yeah and um that's the third year in a row I think right third year in a row that was big though yeah I know we had over 2400 people sign up for it so we had quite the turnout yes a great time get a lot of feedback today about how great of a part it was it was pretty crazy to like look around last year was big but it was just pretty crazy to look around last night and just see how many people were there I mean I don't know how you guys feel about it but I I I could definitely tell that there were more people uh in attendance this year at the conference just amazing energy the space is like is is super special we I was for us um a lot of a lot of people that were here we had about 50 people from from own a lot of that for them it was their first time coming and you know everyone has the same thing to say is like this space is just full of amazing people who are so nice conversations are so productive and you know I started in the space two years ago and and like couldn't be happier that that I made the move it's the right place to be I don't know if you've been hearing this but I've been hearing it a ton and I agree 100% that this has probably been the most frictionless knowledge I've ever been a part of and 20,000 plus people so it wasn't like it was less people it was more people than ever and just I felt like it went smoother than ever granted it's Thursday night I think we're all tired ramping down but looking back here in the last three or four days like that's it's been really just really nice really pleasure what about for you guys yeah um say we had a ton of Booth traffic met a lot of new customers talked to existing customers um and really just focus on what we do best solving those challenges um identifying pain points and going towards a solution-based offering going towards solving problems instead of saying well tell me what you need as opposed to getting to the root cause of what it is is we're trying just to help people and help organizations at the end of the day um and leveraging service now at the core of that so for knowledge for this year we sent 102 people so it was our biggest as well our biggest um push that we've had for knowledge and um unfortunately Mike couldn't be here and and we missed him but he's been full contact and to make sure I feel I feel the love for Mike yeah and vice versa was so cool in The Kino did you see that yeah that was great yeah you great shout out from uh Nick yeah now that was awesome no definitely definitely a missing piece of energy but your whole team just brought it and held it down and you know I'm assuming you had a super productive week we've been camped out uh all together so it's been good a lot of customer meetings a lot of partner meetings lot of service now meetings it's been great yeah absolutely so let's do it again next year yeah yeah y all right so thank you both for joining usk youan thanks for good talking with you Jess talking with you and this has been own company with glide fast and thank you everybody thank you do you have a topic in mind that you'd like to discuss reach out to us at glidefast ccom And subscribe to our podcast for new episodes thanks for listening