thanks for joining us today I'm Deborah McGrath principal product marketing engineer with service now and SPM Academy host we're so excited about the topic we'll be discussing and demonstrating today using strategic portfolio management to manage your generative AI strategy but before we get started I'd like to point out our Safe Harbor notice While most of what we'll be discussing and showing you are features that are currently available this presentation may contain forward-looking statements that reflect the current beliefs of service now all based on current information available actual results May differ materially and should not be relied upon in making purchasing decisions and now I'd like to introduce from Amsterdam sad Dar who's an advisory solution consultant with service now sad has many years and deep experience with strategic portfolio management we're really thrilled to have him join us today to talk about how you can use SPM to manage and drive successful outcomes with your generative AI strategy welcome sanad thanks for the warm welcome Deborah now some of you might know me already but I'm sure what most of you don't know about me is that when I was really really young I wanted to become well your friendly neighborhood Spider-Man well that was obviously not possible so instead I became the next best thing which was your friendly neighborhood SPM evangelist uh and I have been in uh in this domain for many years and by the way I am uh quite active on LinkedIn I write a lot of blogs over there uh well that was me and Deborah we are here to talk about a topic which everyone is really talking about these days isn't it you mean Spider-Man yes of course you know and it also seems like all we hear about lately is generative AI right whether that's new features from now or capabilities from third parties that our customers would like to integrate into their technology landscape am I right yes indeed and uh around mid of 2023 uh GNA put out a bold statement it advised every organizations to come up with their gen strategy before it is too late and I had been doing you know this similar webinars and presenting this topic in other forums as well and you know what I've been noticing Deborah is the percentage of audience who are saying that now they know what the corporate strategy on AI and generative AI is is in fact gradually increasing and based on what we are hearing from customers like the audience today and analysts 2023 was the year of experimentation and 2024 is when companies are putting AI to production everyone is looking beyond the Gen AI hype and technology and Business Leaders like you have a critical role to play here now with service now and our framework we will make you the first mover and we will ensure that you can execute your strategy gen strategy and bring it to life and today we will not just share the framework with you we will also show you a demo of our solution that exists today which will help you to execute your AI strategy today and also manage the technology governance as well sunk deep with so much gen coming at them so fast in so many different forms and from so many different parts of the business how can customers be successful great question Deborah so let's talk about this AI strategy so what should be considered when creating one because that's essentially step one and it actually turns out that creating that gen strategy is it's not really that hard because organizations had been creating their business strategy their technology strategy for many many years right so and here are a few simple things to consider so the first one is to start with a vision which is in line with your overall Enterprise vision and your AI vision is not on an island it should should be heavily influenced by your business and is also influenced by the Learning of the experimentations which your AI teams are already doing today the second one is to Define clear objectives so what kind of business outcomes to you expect to deliver with AI and these should be clearly identified and measured so that you are on the right track is again quite important to not forget your Enterprise Architects and because they are critical in your J Journey For example they will choose the right AI technology uh which large language models for example you would want to invest on decisions such as build versus by strategy for AI and they will also guide the organization to avoid risks and Technology debt include everyone in your organization in this journey collect ideas for use case which were previously unknown and also educate your whole Workforce so that they can reap the benefits and use AI in a confident and responsible way and if you really think about uh this particular piece this is actually key in removing many organizational roadblocks and finally execution this is also key so that uh the right AI use cases are identified across the whole value stream and write work is prioritized and then build and deployed when you look at all of these building blocks of your AI strategy you will realize that you really need to involve the whole Enterprise Machinery to execute your AI strategy properly and the lack of Enterprise agility is the biggest Block in achieving this outcome so Deborah I believe we do have a framework so what's our framework for Enterprise agility and how do we enable organizations to take their strategic priorities and execute them well sad you know I'm glad you asked that question because I'm guessing that most everyone in our audience is passionate about how having a solid SPM approach helps the organization be successful with all kinds of major Endeavors and not only is managing gen really no different in a lot of ways it's also incredibly important so if you look at it the SPM framework powered by the service sound platform enables the Gen I Journey you just described sunad deep the same way it enables other transformation Journeys with seamless endtoend visibility and shared Insight across different teams and it enables this with three key factors the ability to strategize align to that strategy and to quickly deliver outcomes in fact success all begins with your business strategy right everyone in the organization needs to understand where where the business is heading what it's trying to achieve and how it's going to fund those efforts and you need to continuously focus on the right work to achieve the right results you must also align all your work to goals like geni in order to achieve them and to maximize your outcomes and you need to be able to respond quickly and decisively when changes are needed and change of course happens all the time like the incredible amount of change we're seeing with um gen and the demands to implement it and finally you need to be able to deliver fast using any work methodology waterfall agile or hybrid so you can increase the amount of work delivered that's aligned to that strategy this means having a single place to capture and evaluate your gen goals associating strategic goals to all types of work and demands coming in for that and then importantly real-time tracking of progress against your generative AI goals thank you Deborah so for our audience today uh we want you to take this to your leadership and to your AI Center of Excellence or whichever team is doing AI so internalize this framework dream about this framework and evangelize this framework so that you are setting them up for success and remember gen is not about doing some interesting content creation uh or doing some very technology driven projects in silos because it has the potential to transform your business and you cannot afford to do this in silos you will need to involve your whole organization Machinery like your Enterprise Architects your leadership your product teams delivery teams and you need to ensure that all of them are working in sync to use jna to meet your business outcomes now as Deborah said so what we really enable with this framework is the value and outcome uh delivery to your customers and this can be Pilots to begin with that's not a problem and this is actually a value stream if you focus on the top right corner of the screen uh and this is a framework where we start with uh your strategy plan build and then you know deploying it into operations and like every great thing it starts with well a strategy and the kind of which we just talked about your chief of AI along with other leadership from business it and Enterprise Architects would formulate this uh and for example what kind of outcomes would you want to enable with your jna strategy and this whole strategic planning exercise uh will start driving a lot of uh use cases um which you would want to score for example and what we are also hearing from a lot of people Mo leads and portfolio leads uh this is where they can actually help the AI Center of Excellence teams to collect these use cases and score them properly and scoring helps them to prioritize the use cases keeping in mind the what kind of resources and skill sets are needed what kind of budget has been set aside and ultimately enabling the AI teams and the delivery organization to come up with the delivery road map and then execute the use cases starting with a pilot and collecting the feedback from your customer base and looping that feedback back into the planning process and your delivery teams can like Deborah said can choose how they want to deliver agile scaled agile hybrid waterfall doesn't really matter and when you're ready to scale this model the most important bit is to focus on and start thinking about value realization so that you can feed this back into the strategic planning exercise so that you can pivot directly and again don't forget to share this with and across your organization I'm pretty sure many of them would really really appreciate this now let's move on and see how do we really enable this framewor with service now strategy portfolio management it all starts at the corporate level and what you are seeing on the screen is where organization and the executives are tracking some of the key outcomes on how well are they running their business and where those gaps really are so essentially these are the objectives and the key results now in this case the TCB Global the executives noted is that two of the objectives are in red one of them is related to how they bring their Innovation to their customers and the second one is uh how their employee potential is currently leveraged and they're not doing a good job in this case as you can see and during that board meeting the chief of AI suggests that we can effectively leverage AI to bring these objectives back on track so what do they do they go ahead and create a new objective something like accelerate AI Investments across business to meet this business outcome and with this new objective and some related details it starts a chain of events so let's look through that now the first event is creating a new initiative maybe it's a strategic program in this case it is the AI transformation journey and aligning this with the Strategic priority optimize business through Ai and also calculating some high level Financial numbers such as what would it take to execute this transformation program Plan cost what kind of benefits would it bring in which is essentially the plan benefits and these benefits can be in terms of growth productivity gains entering a new market for example and in this specific example well you can see you know it's all related to gen So the plan benefits is you know way much more than what the plan cost really is and the next step is to start breaking down the top level objectives into more granular objectives and key results now this is a key exercise which will enable you and your teams to measure your outcomes properly and now you can share this with the rest of the organization and when your people are aware of what you are trying to achieve these okrs will now start driving a lot of use cases use cases which will typically come from your users right so now that the news and the details of the AI program everyone in the organization is super excited it drives a lot of innovative ideas which your employees now want to bring forward they want to experiment with AI and submit AI use cases which they believe will help the program to achieve the outcomes and this is where uh you know like I was saying uh the AIC is actually reach out to the pmos uh to really find out you know like how they can collect all of these ideas and use cases uh from their employees and their teams and the easiest way to enable your teams is to give them a very easy way to submit these use cases like you are seeing over here and we recommend using the employee Center portal to do so essentially the service now portal so make the process of submitting these use cases fun and informative uh and if you share relevant information and guide the users to create the perfect use case they will put in the relevant details and the form that you're seeing on the screen is you know completely customizable to your specific need uh depending on what kind of information you would want to collect from your user base now let's take a step back now not every gen AI related idea would necessarily become a valid use case so this is where experimentation and collaborative work during the early stages become super important your teams can use our collaborative Work Management capability to do some pre-work and that's exactly what you're seeing on the screen and this is a brand new SPM capability which we'll introduce in the next upcoming releas so stay stay tuned this is super exciting and you can use collaborative Work Management to plan and execute work such as hackathons and training sessions on gen to make your Workforce aware of the technology potential also important is the is to manage those experimentation to develop out of the possible and document those learning as well and here is a team which is doing experimentation on Aid driven sentiment analysis for example for their set of products and all of these work is done in collaboration with your business teams and not in it silos now let's go back to the use cases now that the use cases are continuously coming in we can help you to quickly score these use SK es which is the step before the prioritization and the important Point here is not every use case are equal and Hance the importance of scoring and one of the Frameworks such as value versus feasibility is also recommended for AI use cases by analysts and this calculates a score based on a number of parameters such as you know does this use case require access to sensitive data uh is this architecture wise feasible if the organization has the right skills and so on and so forth which helps you to ultimately give you the business value versus the feasibility score now let's look how we can prioritize these use cases the outcome of the scoring process will help you to prioritize the use case right so and you can do manual prioritization of course but I think the using the score uh sets the first draft of that prioritization and when you're done with the prioritization you would also want to road map these use cases and in the road map we put these use cases in Timeline we also visualize how are they aligned to your business objectives we identify dependencies among these use cases and then can quickly resolve the dependenc issues just I like I just did now and the beauty of these road maps is that we bubble up all kinds of work your projects your agile work your experimentation boards as well into one AI road map thereby helping you and your leadership to and teams to move away from siloed ways of working and when you are piloting these use cases uh you may also want to check uh you know how much of that work is actually complete uh and for us it's essentially the click of a or a toggle of a button so what we have seen so far is we created a strategic initiative we broke the top objective into more granular ones so that it helps you to Pivot and measure and to inspire innovation in the organization we enabled your teams to experiment and submit AI use cases then we scored those use cases we prioritized them we put them on the road map and we began the execution now coming back to the outcomes and that is where it all circles back into that you know that strategic layer one once again you will now see how the work is impacting your planned outcomes and this is a great way to show your leadership how Ai and generative AI is now helping them to achieve the business outcomes and so far what you have seen is how service now strategic portfolio management helps organizations to bring their gen strategy to life moving Silo experiments and connecting technology to business outcomes now here is the thing we don't stop here we actually take it a step further and we can help you to manage the technology itself so let's have a look on how we do this and this is where our application portfolio management comes in uh which helps Architects technology leaders and application owners to manage the application portfolio and the technology behind it and here is an example of an application uh attendance and payroll management system which has been tagged as you know it's utilizing Ai and not just this with our digital integration capability and the cmdb map we can now also show which a solution is it using as you can see here this attendance and payroll Management System is using aure open Ai and this is not just a pretty map Architects are able to store more detail information about the integration as you can see on the screen and more important what kind of information is this application passing over to the AI solution and as you can see here uh through the information objects data classification this particular application is passing some sensitive information which now becomes a trigger to the risk team to put in additional controls over this application and all of this is done automatically creating those risk and risk controls uh and we support this by actually integrating out of the box to our risk solution helping you to govern AI Solution on our platform and also think about utilizing our APM capability to properly guide your teams every time they need to onboard a new language model a new AI tool or when they want to integrate their applications and their products with an AI solution so a solution like this the application portfolio Management on service now is in fact the first step towards governing AI in your organization and doing this on scale so with service now SPM and APM we go beyond gen on the service now workflows we are able to help customers like you to deploy AI across your organization and do it the right way so you know strategize you align and then you execute and more important we help you to manage the technology and Link the technology and work to your business outcomes over to you Deborah thank you sanad that's so insightful how to capture prioritize and manage all those different gen use cases um before I even mention this we've got about five minutes left and I know we've got quite a bit more to talk about John Lim will be putting some links in the chat window um where you can watch this again sad deep I know you typically spend at least about an hour talking about this and we're condensing it one of the things I wanted to ask about is what's coming up specifically in SPM with geni I know there's a QR code here for our podcast as well but just a mention yes and in fact we have some very exciting stuffs planned with jna on strategic portfolio management itself and in fact in a few weeks time drum roll you will hear about now assist for SPM and the first iteration for that includes product feedback summarization and conversational demand creation and we have a lot of exciting stuffs in the road map for SPM with j and in fact you know uh John and me we had a couple of uh podcasts planned for that uh so scan the QR code listen to those when it has been published in fact the first one was published uh last week if I'm not wrong uh so go ahead and you know listen to those you will see tons of uh information over there thank you s I can't wait to listen thanks debah so now let me summarize you know like what we have seen so far so the first one the first takeaway is you know gen is a game changer and organizations are already experimenting and reaping the benefits and in fact this year is the year where many organizations will put AI in production the second one is to approach generative AI as a strategic initiative so technology is important of course right but so is alignment to strategy collaboration across teams and empowerment to maximizing value and the last bit is to think about strategic planning and that is essential for unlocking new levels of efficiency or innovation and you know customer centricity which is Promised by generative Ai and we firmly believe and I'm pretty sure many of you in the audience also do so is that SPM turbo charges generative AI execution at every stage at every department and every business units in your organization thank you sad for sharing that great demo show us how organizations can and should leverage svm to enable their businesses with the Gen strategy now we'd like to take a look at some upcoming events and resources our next SPM Academy webinar will be on Thursday June 27th on our enhanced Enterprise agile planning capabilities scan that QR code to register scan this QR code to register for our SPN financial management Workshop which will be on Tuesday May 28th the workshop is focused on financial management with SPM including planning funding and tracking please join us on Thursday June 20th to learn more about our new Resource Management capabilities in SPM by scanning this QR code to register for that this topic in particular is always a crowd Placer so I imagine a lot of people will join a reminder that you can find and register for any of these live on service now events at community. servicenow.com under events finally scan this QR code to access a central location for all service out generative AI resources thank you so much sanad deep many thanks to my co-producer John Lim and as always a huge thank you to our SPM Academy last Thursday's audience for joining us we'll see you at the next SPM Academy webinar