[Music] okay why don't we get started I know there's lots of people still joining um welcome everyone uh welcome to the implementing ESG best practice guidance and Lessons Learned From the field webinar my name is Jeremiah brener I'm the principal product success manager for ESG at service now and I'm joined by my colleague uh today Freedom devid who's the principal business process consultant from customer outcome for risk and ESG products uh quickly before we get into the webinar content itself just want to post the safe harbard notice in case uh any discussions around road map um or future-looking uh items to be delivered are are brought up uh so just want to cover that off um and today here's our agenda and in addition to this I just want to mention for any Q&A please use the Q&A function within the webinar uh myself and freedom will do our best to respond to those questions uh in real time Andor uh toward the end of the session um and if there's things we can't get to we'll be sure to uh post those questions as part of our uh wrapup with the recording and uh PowerPoint that we'll put into the community and other service now location so our agenda today is a quick welcome and introduction for myself and freedom uh then we're going to talk about why our organizations uh um why are they focused on ESG today uh especially with what's going on in the regulatory Market in different parts of the world uh then we're going to look at an overview of ESG the product uh the service now solution to help organizations meet those challenges uh and then we're going to talk about Lessons Learned so we'll contextualize some of the various things that we've seen um throughout our implementation uh support with different customers and partners uh in specific areas within the ESG module and specific components to the foundation of setting up a successful ESG program uh and then towards the end we'll answer any other questions that remain uh and then do a wrap up so from now uh till the end of this agenda it should take us roughly just slightly over an hour uh so I appreciate everyone's time and um interaction during this session as well um just before we get into introductions there will be three polls uh so you'll see a poll come up shortly I appreciate your ability to engage on that so that we can um you know track some of those responses and see uh where the percentages Li so as I mentioned my name is Jer Meer brener I am a principal product success manager I've been with uh service now for over two years uh I'm based out of Austin Texas um and I've spent most of my career uh of about 15 years uh within the ESG it and project management space and where those sort of um thematics overlap um and uh have have primarily been focused since I've been at service now on ESG um getting a postale support for our customers and our partners Freedom thank you chair much am hello good morning everyone I am freedom devid I am a principal business process consultant here at service now I've been at service now for over two years and I have about 10 years uh of experience in management consulting as well as IT consulting and uh uh prior to my role at service now as a management consulting and also working in the ESG world I'm based in Atlanta Georgia so I'm happy to be with everyone today and excited to share some of our learnings through our ESG management implementations thanks Freedom so we'll have our first poll that Freedom's going to launch here uh related to your organization or your company's maturity level on ESG obviously you know it's up to your subjectivity on where you see this currently uh related to your approach of uh engaging in the ESG Market or the ESG industry and we're just going to do a quick PLL to see where people are currently believe they're sitting so if you can just take a few seconds to uh respond to that that would be great so it looks like where we're coming in right now uh most folks are sort of sitting at the developing and intermediate level which is great we've got a few Advanced um participants as well uh and then there's a few folks uh sitting on the other end of the Spectrum which minimal interaction um uh or maturity with ESG and then some not applicable or not sure so totally fair but it looks like the majority right now are intermediate so that's and to be fair that's where the developing intermediate is where I would say most organizations um are are at from what our interactions are today so I'll end the poll um share the results here just so everybody can get a sense of what I was referring to and go from there okay so Freedom's going to talk to us about why organizations are increasingly focused on ESG and the space that's evolving uh both from a reporting and data collection uh component for their business and for their shareholders so freedom thanks Jeremiah so as many of you know ESG is a hot topic for investors corporate leaders and the public especially so in light of the the last few years right social unrest worsening effects of climate change and increased cyber attacks in ransomware right so hand in hand with the growing ESG challenges there are lots of ESG mainly climate related regulations globally and while many geographies are ahead of the US History does show us that the US compliance landscape is influenced by what's happening in Europe h a recent development in the United States on March of this year is that the US SEC Securities and Exchange Commission adopted def final rules that will require public companies to include extensive climate related information in their registration statements and periodic reports with all these developments in the ESG World businesses are struggling to get their arms around ESG for example one thing we commonly see is data comes from all over the organization and sometimes there's no one owner of ESG in the company while at the same time there are new requirements that are demanding more rigor in ESG reporting so service now created ESG management or ESG for short in order to help our customers get their arms around ESG so together with some of our existing service now products for example integrated risk management or Hardware Asset Management ESG can be a powerful tool to help you manage your data collection tracking and governance of your ESG data your your ESG initiatives goals and risk and controls so over the next hour we'll give you a quick overview of the ESG application and some key considerations when implementing ESG and before we dive into the application let's have another quick poll I'm going to go and launch so you should see another poll so what are your primary why are you primarily interested in the sgm application what is it that uh you or your organization or your customers um are particularly focused on at the moment and it can be a variety of things I'm sure so uh we'll give it a few seconds here a lot of the Focus right now is on Regulatory Compliance and risk management you thing a few answers still coming in here okay so I'm going to if it's any last submissions I'm going to end the poll last call okay and you can see here sort of uh where some of this uh spread is the Regulatory Compliance and risk management which is very common from what we hear from customers uh especially in parts of the world where regulations are already taking effect um you know and especially in emia um which is very regulated for ESG related uh reporting and track and data management and tracking so thank you that thank you for that participation um we go on to the next section here I'm going to talk briefly about the ESG uh application to provide some contextual framework around uh when we get into the Lessons Learned for those that aren't familiar with the application uh or have seen under the hood of it so ESG um as a standalone application basically allows organizations to support materiality assessments internal reviews goal setting um apply that across the different areas of the business to create metric definitions metrics and Metric data which feed into the application to create you know know uh for approvals for validation um and that can be automated or manual which then gets turned into disclosures uh for reporting uh whether those are voluntary or uh regulated um and so helping you to set your goals targets align that with the business get the right uh stakeholders across the business to provide that information uh through your metric data and then turn that into a report uh that you can put out to your uh internal or external stakeholders and as I was mentioning just through a different lens uh there are different uh stakeholders throughout the business that freedom touched on as well you know we've got it looking at through a different uh perspective supply chain uh procurement folks customer service they all have their sort of part of the real estate of ESG data and so um esm application allows you to create a common space for all of those data points and perspective to be captured uh in align with your strategic goals and targets as well just to quickly mention ESG um has a uh broader application with the two other products from service now so the integrated risk management module and strategic portfolio management so it allows you to create your goals and targets collect your ESG data help you manage your risk associated with all of that data that's being captured tracked and coated and then and what are the projects how are we actually managing um as an organization to achieve our goals and targets so if we want to reduce carbon 10% for air travel how are we doing that what are the initiatives who's responsible and that's where uh SPM would come into play to help you um assign some of that project management Powerhouse behind the uh goals and targets that you've set um and then so preparing for an implementation um where we've created now um just to to help contextualize where the next few minutes will go um we will talk talk very high level around what we've seen as what you think would be table Stakes but maybe are things to remind uh implementers about um around resources and change management and then we'll get more specific into product related uh items as well okay so here we go first off service now as probably seen with other products or modules provides a lot of resources so that our customers and our partners um are able to uh self-service and pick up on best practices directly from the organization um and it's no different with ESG that the ESG space is constantly evolving the product is constantly evolving and as such we provide um updated resources for through webinars through product documentation through our service now ESG Community um and now learning where we have training courses and certification courses to allow you your end users your implementers to get the most upto-date and insightful information on how to be successful uh in setting up planning for setting up and rolling out ESG so I just want to highlight that especially um the ESG success pack which is something that allows you to take a full checklist to St from a project perspective uh with all of your stakeholders Community how are we what are we thinking about how to roll this out have we thought about who needs to be involved uh from a people process and Technology perspective it also gives you those lenses of you know getting ready configuring optimizing for your users or your use cases and then what else can we do what else can we do with the power of the platforms from service now with some of our potentially existing service now products that have an ESG component uh in terms of data um and preparation for implementation is critical so I'll let uh I'll let Freedom um talk about this from in the field and working with some of our customers and partners all right so Jeremiah mentioned key resources from service now that can help make your implementation successful so in this slide we emphasize what you can do to prepare for a successful implementation within your organization and there are plenty of things things to do to prepare for implementation right so what we're doing here is we're highlighting common pitfalls we've seen and implementation that are directly controllable by your organization so we'll start with a very first one jop left involving stakeholders early uh we common commonly see business stakeholders who are going to be the Super users of the software not be involved in the sales process and demos and this can cause a lot of issues such as not getting Buy in early from these super users these super users not understanding the solution and having unrealistic expectations for the product and the timeline uh that their organization bought since they are the ones who will use the solution and provide the requirements make sure to involve them even in these early sales decisions and and vetting of the product right so pull in representatives from groups who will use the software early include also the platform team if for example you already have service now implemented in your organization and generally the IT team who will own the solution from a tech standpoint so those who govern things like configuration and customization of your application um so summarize you know have your stakeholders provide who who will be providing the requirements understand what the organization is buying and why uh including understanding what they are getting with a software and the scope of the implementation package if they are purchasing implementation uh the next one is starting with a goal in mind this seems like project management 101 but it's so critical that it Bears mentioning so when you're you're starting with a goal in mind be clear on your priorities for your current implementation phase and what your priorities are not right so this is important because throughout the implementation you'll get a lot of requirements from multiple users if we don't keep our goals for the current face in mind it's very easy to spend time on work that does not align with your goals so to keep your resources aligned to the value you want for your current phase you need to keep your priority stop of mind so your leader should know your project members your business users and your third party party Partners if you have them uh another thing to mention is uh service now does a crawl walk run fly maturity model right for most of our implementations and one thing to keep in mind here is if you want to if you want to fly but you're currently in the crawl phase that takes more more time and resources right so you can't expect to grow from crawl to fly with minimal effort uh also it's very easy to blur the lines on what is MVP versus what are interesting and exciting features that you can bring online and while I love the excitement of adopting these these um all these capabilities uh you also want to make sure to balance that right because um these interesting and and exciting features can undermine the viability and schedule of your go live right so uh again keep your goals in mind uh sequence your activities right you want to make sure you activate the core first before you can leap into in in into Innovation and then finally when you're starting with a goal in mind you you want to check in at the start of your implementation right are there changes to your use case from the time you secure your product to the point you do your implementation so we reconfirm your use cases deliverables Etc and make sure uh it still aligns with your stakeholders this is especially important for megas skew buyers and what I mean by that is if you're in organization that bought ESG management as part of uh you know a large buy of multiple applications their the buyer's um uh goals may not align with the goals of those who will actually implement the ESG management application so definitely check in uh and of course it's also important where ESG regulations are are very quickly changed in especially in EU and apad third one take training there is training available at are now learning for our ESG application take it before implementation right the more familiar the users are with the solution before they start defining their requirements the better and more specific requirements uh will be so you're got to you're going to have to train anyway right so do it when it can also benefit your requirements Gathering and so that you can eliminate any surprises in the uh early in the process then who's going to who's supposed to take the training right uh ensure that your super users and those who will give requirements during the workshops as well as your hands on keyboard developers take the recommended service now training so that they are familiar with what comes out of the box and are better equipped to provide requirements and one thing um that I I wish people took advantage of more is that um in uh with ESG Management training there's usually a lab instance that you have access to so you know use that lab instance in the training you have a few days where it's active and there's a mechanism to request extension so you can use that to play around and be more familiar with your application and then if you can install ESG in a non-production instance so that you C your super users can start playing around with it as well and while taking training think about what needs to change in your process so that you can use the application out of the box right because as you're taking training you will get a preview of your future saate processes so you have the opportunity to start conceptualizing how you will align your data and processes to the Future state which brings us to our fourth point on this slide ready your data and processes right you'll have to change your processes with this new technology and you will need data to load into the system so you want to gather your current site documentation together clean them up if possible so that you and your implementation team are armed with an understanding of your Baseline and what will need to change in that Baseline clean up your current state data remove duplicates achieve consistency Etc the point here is you don't want to take bad data into your new system and then finally on this point typically your implementers will give you an information request and questionnaire before your implementation workshops so make sure to pay attention to these because it helps guide you on uh on on requirements that you will be coming up during the implementation and the last two points I won't belabor these too much but project Readiness and starting change management right there's a lot of guidance on Project Readiness and change management in in in our Industries so the point is this uh implementing a ES M application is not just a change to your technology it's a change to your processes it's a change to the way of doing work it's a it's a big adjustment for everybody so make sure you establish rigorous project management as well as change management on uh on your implementation all right so Jeremiah I think you're next on this one yeah yeah and just to to pick thanks Freedom so just just to pick up on Freedom's comment I mean one thing we we see in some cases is that the change management component [Music] um it needs to be as fome I would say as what's being planned for the techn technological uh shift so when you're moving off uh spreadsheets or you're moving off an existing Point solution that does ESG data collection or reporting and moving into service now you know how is that going to be packaged and um prepared for the end users which in many cases dedicated ESG teams in organizations are small groups and so they are very pressed for time um and then they also will need to train their end users who submit data uh or own ESG data throughout the organization so you know applying sort of the best practice change management approach when you're also looking at the technological side and getting resources to support that is very critical to get not only just um a successful technological launch but a successful adoption um because we can have the greatest product in the world um but if folks aren't bought in haven't done training don't understand how to use the tool you know there's a loss in value and a loss in adoption so that's something to uh to take seriously and obviously when you're thinking about technological change you know if you're moving from um a change over the next few months or you you have a longer strategy some of it's Tech Centric and then as you take longer time to to do that for a business transformation perspective six months to a year you know there's different approaches that and different stages that need to be in applied to involve those stakeholders from it business users end users Etc so that they're all aligned and on the same page and and lastly the last point we'll make about this before we get to product specific is um and and we talked about a little bit earlier is all of the leaders and buus within your business potentially look at ESG through different lenses they have different concerns different priorities and different ways of doing things um from data collection uh the types of data the technology they're using uh depending on the organizations it structure and how data is saved so as you're bringing this group of individuals to the table to participate on an ESG procurement uh discussion or implementation discussion you know it's good to have sort of that multi-length thinking and wear different hats to say hey what are your use cases and how is the product going to meet those use cases because someone who's a CFO will have completely different use cases and some um in a majority of ways to what CMO might have so you need to make sure that those are all mapped accordingly based on um business and business leader and then this is the last bit here um Freedom you want to wrap this up and then we'll go into the product sure so you've taken your training right your initial stakeholders are defined you've got your project and change Readiness started now comes Gathering your requirements so here are some key items you want to keep in mind when you're Gathering your requirements in general so the very first is using the story structure so think about your requirements from a story perspective right who needs what requirement and very importantly why this helps priori prioritize the requirements and help developers understand what is needed the second prioritizing requirement goes back to what we mentioned earlier right keeping the goals in mind so prioritize your requirements based on the goals established in the early part of the implementation right what are your musthaves versus nice to haves for your current phase and the third is uh rethink your data Define what data you want to capture in the future State and why and also what data you don't need right you may not want to collect the same data that you've put been collecting previously but then at the same time you may now have the capability to collect data collect important data that you that you were not collecting before so definitely you need to rethink your data and then next is defining process changes adopting new technology means rethinking your current processes so Define process changes to support the future State and if you want automation you want repeatable logical processes right keep exceptions to a minimum and even even exceptions should go through a repeatable logical exception process and then finally leveraging your developers right um so we commonly see during the requirements Gathering the developers not getting involved mostly the business users providing requirements so this is sometimes a missed opportunity in implementations so leverage your developers as you gather your requirements uh one way you can leverage your developers is to have them identify potential High configuration requirements early and often so that you can prepare to make those hard decisions right if our requirement needs significant configuration or customization is the business need enough to justify the technical debt your organization will take on and when these high configuration requirements I are identified you want to work with your developer on Alternatives and communicate these potential alternatives to the business users as well as the consequences if business users adopt these high configuration requests the point is Tech and business users need to work together to identify both process and Technical adaptations so that you can minimize technical debt while at the same time uh being able to use the application for your use case uh and one thing uh is we want to Define what configurations and customizations or excuse me defining what configurations and customizations your organization will take on requires balance you do want minimal technical Deb but some configurations and customizations may be needed uh so start with why you need them and if the business case does justify a customization Ure that you have good governance around implementing and maintaining these configurations and then another way you can leverage your developers is pull them into meetings where process decisions are being made that affect technology requirements this is so that your developers can advise earlier on what is possible with the technology rather than the business making decisions in a silo presenting the approved solution to developers and expecting your developer not to push back all right um and then we're going to as Jeremiah mentioned we're going to go into the specifics of the application and our key considerations there okay so there's different components to esm um thanks Freedom as well and um yeah definitely having the right folks to the table uh from if you're service now customer bringing your SN uh platform folks who can advise you and engage you as a business user or as a representative of th of those users on what's possible what's high config what's you know a process driven uh change that you want to implement in hgm that you're not doing today and moving into esm is a great time uh it's like moving houses great time to get rid of the Clutter pack up things that are important to you and start fresh and that's that's the same approach with moving into hgm with your data and your processes and um maybe even the people that engage uh in that process um so enrolls uh within esm module there are predefined roles uh that can be assigned to different users um and set up as groups uh to allow those users to have different flexibility usage and controls within the module I'm not going through all the uh the checklist items here but typically the roles are administrator program manager reporting disclosure manager the metrics manager uh ESG data owner and if you're using um an ESG risk management component then you've got an ESG risk manager and each of these roles uh you can see on the product docs if you'd like um have access to different tables different uh permission levels and are able to do different things essentially within the product and so as you're planning for an implementation and looking at the stakeholder list from your customer or your internal users you know defining who needs what access based on the roles and what personas line up with each of those individuals is is a really important exercise to have uh and Freedom's going to talk about some of the learnings we've seen um over the last few years of implementations on this topic right so Jeremiah mentioned um aligning your people with these outof box roles so here's a typical process of how you would do that the very first is identifying your key personas right in your process so some common ones will be of course your technical administrator your business owners who own the application from a business perspective your data providers who could be different from the business owners as well as approvers and Leadership right so as you're defining these common personas also identify if they differ for certain entities for example um your data providers for specific locations could be uh for a specific country could be different for another country and and then after you've identified your key personas map them against out ofthe boox rules which Jeremiah mentioned earlier and the third is if there are key personas who work in the app application are not covered by outof thebox roles think about what kind of access they need and before you start creating custom roles or custom ACLS for these key personas think about if these access gaps are covered by other solutions for example it maybe the business need could be covered by security groups filters or reports so try to avoid custom roles because it seems simple to create those but the back end to secure all the different tables and form access is fairly arduous and uh it's just going to bite you more and more every time you uh you upgrade and and uh the application grows and new tables are added all right so that's on user groups and roles now that you've mapped your rules let's talk about ESG M specific objects and the typical implementation sequence for these so ideally you start with your materiality assessment which is done outside of the application um from your M materiality assessment you identify your material topics and load them into ESG you can load your Frameworks as Authority documents and citations we have some Frameworks that and citations that come out of the box such as SAS bgri unsdg and and more are coming uh every almost every upgrade you then establish your goals and subg goals or load goals that are already underway in your organization and map them to your material topics you can then map your more specific targets under goals and then establish your Entity framework we go more a little bit we'll go a little bit more into entities and a few more slides establish your metric definitions which are essentially your your templates for what data you want to collect uh and then you start collecting data with your metrics and finally once you've collected your data you generally you generate your disclosures whether these are reports or Word documents so so ESG is designed to help you manage your ESG program from end to end but depending on your use case not all of these features uh are necessary right so we have seen customers sometimes just for their face one for example just focus on the da data collection piece and their their goals and targets are tackled on a next phase right uh so it's it's a fairly flexible application and you can kind of pick and choose which ones you you are you implement for your specific base okay thanks freom so yeah so now we're going to talk material topics uh goals and Targets in sort of the hierarchy that we were discussing so material topics typically organizations will do materiality assessment um sometimes leveraging third parties to say where where's the biggest risk or impact from our business from an ESG perspective um and you know to start that off you'll classify those topics as is this an environmental risk such as climate and energy is it a social risk uh or M social topics such as Community involvement how important is it to the business and how important is us is it to our stakeholders and you've defined who those stakeholders are so you have a good sampling from there within the product you can classify all these as specific items get them approved and then you also have access to a heat map to say okay right now our material topic lists are pretty high uh from a concern or risk perspective and you know importance to the business on economic impacts and business principles so there's a lot showing up in this right top right quadrant where some other things um you know on the Community side supply chain it's a little less um a it's a little less uh important to our stakeholders but it's fairly important to our business so it gives you a sense of visualization of how all these topics uh pan out which then ties into how you want to set some of your goals um now you don't have to have material topics to set goals if you haven't done a materiality assessment or if that's something that you're planning to do down the line goals can be related to anything within your ESG program uh pre-existing or that have n to be defined with the team um and basically saying of the eses and G what are we trying to do with this program right so how does this align to our strategy as a company as a business as a ESG group or department or Council um you know and here you'll see some examples of accelerate decarbonization um and with some sub goals net zero Supply supply chain with ghd emissions Etc right and so the goals give you sort of the Northstar that you want to work towards uh which then help also set targets right so underneath your goals uh you can set targets uh related to specific components of the ESG bucket um you can figure out what state they're in who's the owner start date end dates Etc and how you're going to be relating those targets is also going to be re tied to your metric data um and so all of that gets compiled if you're uh for instance an ESG program manager Persona um and you want to see a dashboard this is one of the outof the-box dashboards that you would see where you're getting an overview of your material topics you're getting quick actions for if you need to create a goal or a Target um you're seeing some top level goal summary that's uh you know been approved or created or what state they're in uh and Target by each goal that you've assigned if you have disclosures in play so you're working on something for sby you're working on something for gri uh and you know you have you know scks of 10 that need to be done um tracking those um and then what's outstanding and then you've ultimately got your materiality uh material topics heat map at the bottom here and ultimately just to summarize so you're looking at goals your data collection projects and programs related to those goals uh the risks to achieving those goals disclosure requests and then uh material topics and their impact so that's just contextualizing what you would see in products um out of the box related to those sort of foundational components of the module and Freedom's going to talk about um some things that we've seen and learned um over the last two years of implementation great so as Jeremiah mentioned um he described how you can leverage these material topics goals and Targets in the ESG app application so I'll talk about some key considerations when you're bringing in these data into the application so the first one is hierarchy right uh material topics for material topics goals and targets there is a hierarchy in the application specifically ESG classification first which is your environmental social and then governance and then your material topics then your goals then your targets ideally you use this hierarchy when you bring your data in now not everyone uses the words environmental social or governance so these ESG classifications are configurable so that they can align with the terminology and number of terms that your organization uses for example it could be you know caring for our planet rather than environmental or supporting our communities rather than in Social and then uh targets allow you to try uh are are related to metric definitions and metrics which are your individual data points so this helps you to automatically track completion based on these metrics uh it's a neat feature to consider so think about how you want to map your metrics to targets as you're moving your targets into the esm application and then goals are related to various objects right such just material topics framework citations entities Etc the idea is that you can use these hierarchies to organize your data within the application however in the real world we know that these data are not always tied to goals right you may be tracking something because a customer has requested it but it may not really be material to your organization um or for some other reason right so although you have the capability to tie things together in the hierarchy they don't always have to be tied together all right so next we're gonna go ahead yeah thanks J so so next we're going to be talking about metrics metric definitions entities and data units which are the next level of the foundational elements of the ESG so um right now how you Source metrics from within the service now platform third party tools Etc um there's a couple ways to do this so we can pull data from existing uh products potentially if you're using uh different es um service now products that have ESG data that you're trying to pull into a metric definition uh as well as external systems so thirdparty system Integrations which we'll we'll talk about in the list View later um all obviously you can create that to be automated data collection which will flow into hgm I think the goal of anyone um doing data collection is to automate it as much as possible um whether that's today or you know with AI heavily being invested in by service now you know what that would look like from a prompt um and response perspective as well there's manual data entry so this is where data owners have the opportunity in a spreadsheet like view which will show within the UI to say you know I'm responsible for this facility's um you know utility bills uh for the last year and they can manually if they don't get um automated bills and things are mailed or whatever and they don't want to use OCR they can manually enter that data for each month or each year whatever the the definition is within the metric um into the system so you've got different ways of doing this and it's really up to you to sort of pick your menu of choices of how much effort do you want to put into automation versus the manual data entry and the load between those two uh components uh a typical flow uh which is you know standard I would say is um when you're coming from the ESG reporting manager um they're launching metric data collection tth so this is how they collect the metric data from the data owners and at that point hopefully the data owners are trained they know why they're being asked to do something they understand the emails they understand how to to submit the data uh that goes out you'll see here the data provider U there's a few things that they need to do manually and then there's a few things coming from the system that are automated that will populate the metric data and pull from you know any apis or spokes for third parties that then goes back up to the ESG metrics or ESG program manager to say hey we've got a whole list of data submitted from across the business or for third parties from suppliers you know whoever your St stakeholders are does this data make sense doesn't look good based on trending based on what we've seen in the past um does something look out of whack and then they can ultimately approve or reject that data and send it back uh to the data submitter from there if you're focused on ghd for instance uh you can run carbon Accounting in other calculations to uh you know using emission factors or whatever you're looking to do uh to create your um ESG footprint and uh portfolio and then ultimately turn that into your disclosure report that would go to the reporting manager if you had that Persona and then ultimately probably go to some kind of creative agency to get that published or included in a 10K or um you know some compliance level report uh framework um something else within the tool then not I'm not sure the familiarity is around calculated metric definitions so there is a Formula Builder within uh service now DGM um application out of the box where you basically can create your own formulas for um for your metrics so basically you know in this example they're looking at total employees by gender which they know they want to capture that identify as female divided by the number of total employees to get that calculation fairly straightforward but you can build fairly complex formulas in here to get you uh you know spend based data to get you with an emission factor to get you the equivalent carbon um you know whatever the flavor is that you need for scope one scope two scope three uh on the E side of things you know the formula Builder can do that uh as well you're going to get visibility within the pl the product to see the dashboards right so in the top left you're going to see uh depending on your persona and you know if you're an EG ESU program manager or someone who has systemit data you know how many metric how many task do I have open right now this person has 45 so that means I have 45 things I need to complete related to this cycle of data submission um and then you can also break it down by different locations um and if you happen to take advantage of the sustainable it component uh addin for ESG that works with ham Hardware Asset Management um you can then create sustainable it dashboards around procurement tracking of resources and Disposal um for your ESG asset um your it asset and uh last section here I think is um when you're looking at the metrics and Metric definitions we've talked about okay there's automated and there's manual ways of collecting data now you've you know basically put that into the the product um you know you can do rollups you can do emission conversion you can do uh ad hoc or periodic metrics that will just run on this on the cycle that you need them to run and then you can go in and do a 360 view uh to visualize any data dependencies uh and how they might interact with some of your goals and targets so in the bottom left here you'll see okay there's three metric definition uh associated with this there's this many citations how many controls if you're looking at risk right so there's 284 controls Ty to six goals it gives you sort of that full pie chart view of how these um are all connected and then something to segue into the next topic when you're created a metric uh when you're when you're collecting metrics metric data task um ultimately need to be tied to some kind of an entity right to say how are what are we doing with this data and what entities are we applying them to and so uh just as an example of entities and then I'll hand it over to Freedom entities could be people places objects things that need to be monitored in order to manage your risks uh and track any kind of controls and compliance so this is a very highlevel simple example uh of an type and example entity so the type is region country Department supplier utilities The Entity themselves then become underneath that type North America Central America Asia Etc and then obviously that parent level you can go child level uh entities and you know break it down by um you know in this case which they've sort of done here country uh Department supplier utilities and you could go down to building you know business unit Etc so these are the ways that we tie sort of metric data back to what are what are we so we can say what are we measuring this against where is this coming from which allows you then to track your progress and uh goals and targets and then I'm gonna hand this over to freedom to to pick this up here all right so let's talk about some key considerations when you're setting up your metric definitions during implementation the very first is matching your metric definition type to the collection method uh we mentioned three types of metric definitions you've got your automated versus manual versus calculated automated is typically used to capture data from service now tables and leverage it to and it is leveraged for some pre-built Integrations as well manual is what you use to collect data directly from users or groups of users and it has an approval workflow out of the box and then calculated Jeremiah mentioned a lot of uh examples for how you use calculated metric definitions but essentially it's used to leverage other metrics and Metric definition data into whatever calculation you need and then the second is modeling calculations in the application early this is so that you can test early if the way you've structured your metrics and your metric definitions as well as entities will work with the calculations you have in mind and then third one is using service now platform reporting capability not just your metric definitions right so for example instead of using a calculated metric definition to calculate percentage there are actually reports that can help you uh calculate that without necessarily using metric definitions and then the first the fourth one there is using content accelerators and Integrations right make your life easier use content accelerators because some of these have predefined metric definitions right and you want to leverage uh pre-existing data Integrations from from our partners uh even if you end up not using your metric definitions immediately from from the content accelerators you can load them as inactive so that you have a library of metric definitions that you can you can reference and then uh one of the common configurations we've seen is a way for new metric definitions to be accepted into the ESG application so currently there's no metric definition approval workflow to accept new metric definitions and we know that every organization has different ways of managing new metric definitions they want to keep track of so if you have an approval process you want to adopt then make sure you have your specific requirements around this and then the last one is you want to consider implications of structuring metric definitions against your entities right so some license counts some some ESG management license [Music] um count your active metric definitions so think about how you structure these so that you abide by uh your license um licenses that you bought or that you buy the appropriate number of licenses and then um as we heard right metric definitions have to go hand inand with entities so entities are another very important compon component of your implementation there's lots of content in this slide so I'll pick a few to expand on uh in the interest of time so first is understanding your organizational needs in the context of ESG management right um so in ESG entities are very important to for defining what you will pair against your metric definitions so before create creating entity structures it's crucial to thoroughly understand the specific ESG goals and Reporting needs of your organization this includes knowing what data is most relevant how it will be collected and who will be responsible for managing it so think about what objects you collect ESG data against or report ESG data against could be locations departments meters dumpsters third party companies Etc and another item I wanted to hi highlight is is using hierarchy in relationships when you're setting up these entities so you want to define a clear hierarchy in relationship between the different entities right this could include relationships between various departments locations and other organizational units that impact ESG reporting so this is so that you can ensure that data rolls up correctly and that reports generated provide an accurate picture of the organization CG performance Now setting up hierarchies is especially important for locations since the application uses this location hierarchy to map emission factors to the appropriate locations so even if you don't do the hierarchy for any of your other entities at least do it for your locations and then the final thing I want uh well another one I wanted to highlight on this slide is integration with other systems right uh consider how the ESG entity structures will integrate with other systems in use such as HR finance and operations Management Systems effective integration ensures seamless data flow and reduces the need for manual data entry right so when we talk about Integrations in this case we talk about using some of your common service now tables like locations companies departments so use entity types and entity filters over oneof entities so that you can uh use automate create you can automate creation of entities based on certain criteria so if you're already an irm application user then you you know how important these entity filters are and also keep in mind as The Entity are shared with integrated risk management application so if you want to take advantage of that integration and track your risks and controls for your ESG entities uh you want to uh try to as much as possible use these same or common entities across these different applications and then finally regular reviews and updates right ESG priorities and regulations can evolve so you want to regularly review and update the NTI structure as needed so that you can ensure ongoing compliance and relevance in your ESG reporting efforts then finally units um uh in the interest of time I'm not going to go into this too much because it can get a little technical um we included units in this section because you define your units in the metric definition and these are just some key considerations when you're using units in the application some of these may seem fairly obvious but uh if you miss them it can be painful to backtrack right um so we'll we'll leave this slide for you to keep in your back pocket as you're implementing but I'm not going to go into this these are hopefully fairly self-explanatory just to save on time okay yeah thanks freedom um so I mentioned the UI dashboard that's very um spreadsheet like uh earlier on and so this is where you would see um you know an example of data entry based on different entity uh locations or however this is defined by the user um and you'll be submitting data in the spread spreadsheet style uh if you're doing some of the data entry and you'll see on the right side here you'll see okay what's the entity when did it start what's the end day what's the due date um there's also instructions that you can add at the bottom in the dialogue box and then you can include links um or uh attachments that are related to the metric data that's been submitted so if you had a PDF uh or if there was some report that you wanted to leverage to support what's been submitted um you can add that as well um and and data obviously is the main heart of of this whole exercise right and so we talked about uh you know automated manual and calculated metric definitions through bulk data Imports that's another option to bring large data set into the product um you can use an import template craft it with the data that you may have been capturing or your customers or or users may have been capturing in a spreadsheet put it into the template and bring it into uh the esgn module uh you can do um use integration Hub uh with I think there's about 200 plus and growing uh connectors that will help connect the system and bring that into ESG and we also have a number of plugins that I'll talk about in the second um and third party apps that support that exercise obviously if you're familiar with service now you know AI is very top of mind and that's no exception when it comes to ESG um the inbound product team in engineering is looking at aggressively how to include AI into uh the road mapap in a fairly short order which will help with document intelligence reading uh you know key components of that documentation um maybe recreating a report um with a few caveats so that there's not a lot of manual sort of rework um that's all sort of in process and and development at the moment um and then you have package content and so with es sgm you do have access to the content accelerator which I think there's a module slide I'll show in a second um that is maintained content by service now uh and that aligns with uh on you know growing Frameworks and standards so we've got sustainable it.org we've got Gris stb dsrd um those are all right now in product um that come with 6,300 citations and 2800 predefined metric definitions um so that you don't have to go and create that metric definition it's already out of the box you just have to assign it what's the metric data you're trying to capture for that and from who and then put that in motion um and then we have emission Factor content packs as well that can be uh supplied um and this will continue to grow within the products through the content accelerator style uh application uh where different uh organizations that provide emission factors will be refreshed and available for customers to use at their discretion uh and then lastly we've got um partner-based solutions from the service now store that will help with any sort of manner of data collection data review for internal or suppliers um that you can also add in on to esm as well this is a quick view of the content accelerator pack so if you installed this uh with your version of ESG the latest version from uh March um you're going to see you know esrs or csrd some of the Frameworks that I mentioned here all you have to do is activate them uh update them with whatever year you're looking to report against with the latest framework with the latest um reporting from those organizations and then apply them with the preset metric definitions to your program um and then quickly on Metric data Integrations these are ones that we work with closely sort of on a a more consistent basis Arcadia uh so they actually are one of our thirdparty uh partners that provides um basically automated utility data aggregation and feeding it into ESG so if you've got PDF bills um for different tenants metering bills all that kind of thing their products uh will do OCR read through those uh data points pick out what it needs to pick out from your meters and from your bills and all centralize that into ESG based on your metric definition and we've done that with a few customers now um who fairly I think found value out of that experience Watershed uh plugin as well workday where you're looking at HR data you know Dei compensation Etc and then sap uh concur specifically around travel data uh for scope three emissions um so quickly on the data upload process because this is a topic that has come up quite frequently for let's say more of the intermediates to Advanced customers that have been doing ESG data collection for a while yeah so as Jeremiah mentioned this can be fairly technical so even though I'll go through this this is likely more appropriate for you to keep in mind when you're actually doing your historical data upload all right so there um some some quick points here first you want to Define your data to import and when you're we doing that that um you want to make sure that you're capturing just the data that you want in your future state right uh you want to make sure that your data is clean right um remove even the things like Extra Spaces there at the end of names Etc uh ensure that you have the minimum columns available and I've I've defined that in the in the slide uh you want to make sure that your your state is completed because the expectation is that the data that you're loading has already gone through the approval processes outside of service now because it's historical data right and then after You' you've defined your data cleaned up your data you want to then import your data into the instance very importantly you want to put metrics in place in your instance uh to receive the historical data that you're going to import and ensure that you are in the GRC metrics application scope otherwise you'll not be able to import to the metric data table and then uh there are a few more details there that I'm not going to go into the third item is checking expected outcomes so you want to make sure that once you've done steps one and two that past data shows up in the estg workspace certain autop populated fields are um are have been autop populated with uh based on the historical data that you uploaded and aggregations and calculations using data from past dates work after appropriate scheduled jobs run so so um everything that we've been talking about is more or less process preparation planning then doing leading to data collection data entry user setup roles all that for many organizations that we work with the ultimate goal here besides the dashboards and just keeping a finger on the pulse of their ESG program uh is around reporting and so again those reporting uh outputs could be for internal purposes they could be part of an annual uh ese sustainability report they could be a part of regulatory reporting everything that especially in today's let's say more shifting toward regulatory um you know thematic for reporting the key things that go into your report uh data is getting to the point where it's it's probably going to be almost I could see it happening in in the next few years that they're going to be looking for stocks compliant auditable data for ESG so creating a report is great but how accurate is that data can it be audited can an auditor come in and go right back from start to finish of where that data was submitted approved reviewed uh sourced everything so the G is a very big component of ESG right now I would say and that's where service now is great uh for the ESC module in terms of how the tracking the timestamps and you know exactly uh giving options for um Auditors to go in and see where you know all this data has been um corelated but ultimately what you want to do assuming your data is good assuming everything's gone through the right processes with legal and um you know risk teams at your organization ultimately it's the reporting side right and so service now leverages the power of Office 365 to create those reports uh so we have a plugin with Office 365 that allows users to pull live data from ESG into the product uh into the word doc um and this word doc then gives you all the functionality and all the capabilities that office uh comes with and so you know you can manipulate charts manipulate feel and look people can come in and you know contribute their qualitative uh narrative discussion submissions with each of the data points and and as let's assume data needed to be refreshed or updated you can refresh the data in the plug-in which will then update the charts uh with whatever is the latest in the product and from there I mean you're you're you can set up processes within your organization to say level one review happens today goes to SharePoint sorry goes to one drive um we're moving on to the next group of uh reviewers and then they go into one drive to do that um and once that's through the cycle most in most cases when we worked with customers whatever they've created in word or you know some non-pdf version of the the report that then goes to a creative agency that will you know uh beautify it and and make it look a little more engaging add videos and things like that so this is really the the almost last step before go to that creative agency um to make sure that you've hit all the marks with your if you're doing a sby report all your s data is in there it's formatted with the way that you want it and you may have pulled data from previous reports into um into this word doc which becomes that Central repository and there are some key considerations and learnings that we've we've experienced with this uh with this plugin um integration setup so first off make sure that um if you're looking to do this with your customers or with uh your end users that you talk to your it teams or service now platforms a lot of times within it there's ownership over Office 365 and which plugins and how things can be saved with Office 365 you have the ability for remote storage so you can download upload download upload the report uh and control the versioning in a more ideal State that's why we've offered the option to syn with one drive so it's in real time um but depending on the organization they might not uh there might be permissions based issues around one drive we have also come up with ways to use SharePoint itself um to do that so just make sure that you know when you're doing your vetting that that's part of the discussion data synchronization um data changes all the time as we mentioned um if you have automated data tasks running um at certain Cycles monthly or uh weekly whatever the cycle may be it's good to say okay when is the cuto off or the data that we want to pull into this report uh so that the data automation or things that are running in the back ground doesn't get pulled in that doesn't you know it's not part of the scope uh so just keeping that in mind that if you're refreshing data from the product into Office 365 that you've completed that reporting cycle and there isn't anything running in the background that as your review goes for a month or two months might change the data in a way that you don't want it to uh Office 365 obviously allers a lot of collaboration features I mean that's the intent is folks to co- collaborate in the document and change and and manipulate the looking feel that document is needed talk about workflow automations a bit so just monitoring what's going in and how often things are running before you refresh the data set to to make sure you've captured exactly what you want to capture uh reporting and analytics um you know we talked about a little bit about the charts and the graphs and things like that um you know those can all be updated and edited based on what you need for colors and adding aliases if you don't want to showcase a certain um location name name or address name based on the metric definition name that you're using in the product that's all something that can be configured quite easily um as well training and support there are a lot of webinar content and some extras on now learning about setting up Office 365 the initial plug-in install with the Manifest that gets pulled into um the tool and and then support going forward so three things service now community webinars um and the extras of now learning and if you're having any issues you can always open a now support uh case ticket and someone from product enge will get involved and then the last two things change management has been a Common Thread through I think throughout this whole presentation as we said we assume for most organizations or implementers this is table Stakes but it is so core to getting folks who are used to doing things a certain way uh in a point solution or proprietary solution or you know we've always done it this way and it works if they're moving toward this kind of a feature with like with Office 365 what are their requirements what are the capabilities of the of the plug-in and then is there any disparity between those requirements and how much of that needs to be configured or versus out of the box if you have that honest and transparent conversation you're definitely going to be setting yourselves up for Success uh and managing um you you know any risks associated with uh timelines for reporting and people saying you know we need to get reports done ASAP um you know give yourself enough Runway to test this out with users to say yes this meets our requirements there's nuances here that we figured out and and now we're we're not up against the wall to try to crank out a report really quickly and then regular updates and maintenance I would say this is more so for the IT team you know Office 365 ESG constantly being updated and uh changed with new vers and so like any other product uh your it mode just need to manage that if something's getting uploaded into a new version of 365 um that there aren't any potential breakages with what's being provided by um esdm from service now so that is a lot of information that we've gone through in a very short window um and we've sort of just scratched the surface of some of the uh in product and uh third party sort of uh data collection integration and support and lessons learned that we've seen with different partners and customers um at the end of this we wanted to do another poll just to see so after this session and what you've seen today uh what do you see as primarily the benefits uh of the module and some of these Lessons Learned for your organization or your customers and I think there's multiple choice here so you're able to choose a bit more so we'll leave this open for maybe 15 seconds give folks the chance to uh to click in it looks like improved reporting capabilities is fairly High data accuracy time management of ESG data collection yeah improved reporting capabilities is still the highest uh with time management and data accuracy being sort of the second uh components to this in terms of benefits so I'll give everyone five more seconds I'll wrap this up okay so again what we've seen here based on what you and what you've experienced in the webinar enhanced reporting capabilities efficient time management of data collection and then enhanced data accuracy seem to be the core drivers uh of the benefits that you would want to realize with ESG followed by better stakeholder collaboration and then ultimately uh it technical efficiencies by having a platform based solution versus a point solution um that would do the same thing but you know is is a different set of use cases than a platform product okay so with that uh I'm not sure where we're at with time and if there's any questions left uh first off before we get into any questions wanted to very much thank you uh for taking the time to participate in this webinar today um there will be a poll after the survey uh just to assess you know was this a good use of your time is there anything you'd like to see in the future that kind of thing uh that's optional for you to fill out but if you do fill it out any of that helps us to tailor our webinars going forward and make them a more valuable experience for our guests and our customers uh so thank you very much for attending let me just see here uh I see some stuff popping up in the Q&A so thank you very much um great content I see we've answered a few questions yeah and I would also say if you're interested in things that you've seen here today or want to do a deep dive uh into with uh with with myself or someone from product team that represents this please do re reach out um you know post Ser Post in the survey uh or reach out to me directly especially around sustainable it because that is a fairly new uh you know six months or so uh a fairly new addin for ESG but we're getting a lot of interest and traction uh with cios and it teams around um Asset Management uh and ESG uh ghd tracking for those resources uh and the full life cycle of procurement use and then end of use so fairly new use case uh for us um but it looks like all the questions have been answered I'll give folks back a few minutes uh thank you Freedom anything you want to say before we wrap up no just thank you again for attending and uh let's continue this conversation right if you have more questions please feel free to reach out to Jeremiah um and myself as well yeah absolutely and you have the service now Community uh to post questions as well as well as the developer Community I'm not sure if folks know about that but if you have specific uh coding scripting you know uh configuration questions developer Community you post something you'll get a response from an engineer fairly quickly so that's something else if you you really want to dig in under the hood of of ESG as well so thank you very much again we look forward to uh seeing you in future sessions enjoy the rest of your day and uh have a great week thank you [Music]