all right um we are going to be starting shortly um my name is mik sisin I am on the product marketing team for service now impact so as we begin I just want to go over a couple housekeeping items first um this presentation may be uh may contain forward-looking statements that reflect the current beliefs of service now now and are based on current information available these forward-looking statements should not be relied upon in making purchasing decisions um today's session is also a part of the live on service now series which is a curated event series that connects you with service now experts and peers that can help you deploy your products and Achieve value faster uh we do hope you join us again at another webinar or one of our 360 exchanges you can see the schedule by scanning this QR code or using the link that I think we'll share in the chat um also before we begin a few more notes uh we'd love for you to ask questions we will Reserve time at the end for the presentation for Q&A please use that Q&A feature that you see in Zoom to ask questions throughout the session um also the session will be recorded and shared on the service now Community afterwards so feel free to head over to the community where you find the impact product Hub where you can engage with experts ask questions see the latest Innovations and look for other upcoming events and then finally look out for a survey after this session would love to hear your thoughts so as an introduction as I mentioned my name is mik sisin I've also got my colleague Matt Hong on the call uh Matt we're going to bring you back on later but uh if you want to just do a quick intro now that'd be great yeah thanks M hey everyone my name is Matt Hong I a senior outbound product manager for service now impact and I'll be walking you through a quick demo of the new features that we have for the May release great thanks Matt um so before we get into the main content um I'd love to ask those of you on the call how do you track value you're getting from service now we're going to throw a poll up into Zoom um as it comes up the answers that would like you to choose from our formal metrics and dashboards so how do you track the value you're getting from service now uh second gut feeling third manually generated reports or fourth we don't have a good track mechanism in place so as you respond I'd love to see the uh responses here so we'll give a few moments see um is there a way to see the results as they come in perfect I'm seeing some of those now so results are still coming in I'm seeing Oh there's quite a few folks with formal metrics and dashboards that's um very good nobody has responded gut feeling excellent got a few manually generated reports uh I know you guys can't see this yet I don't think but we're just going to give another moment and there are a few people here who don't have good tracking mechanisms in place so I'm going to close the poll um I think we can share the results here I think the the lead was uh formal metrics and dashboards and then in second place was we don't have good tracking mechanisms in place and fortunately there is nobody uh measuring the value from service now with Gut Feeling Anymore great so um if you did find that poll question challenging You' come to the right webinar because impact product we're going to talk about today is a value acceleration solution and it's built right on the na platform itself and its whole purpose is to get you more value faster and help you actually track that value uh from your service now investment by combining predictive software and human Ingenuity uh it does that by providing you with a personalized experience so that you feel empowered to accelerate your results with service now and to that end when you or your stakeholders do use impact you'll see a personalized view of objectives and metrics tied directly to your role whether you're a member of the SE Suite or a platform owner or admin it does that by bringing together the power of Aid driven insights with human Le expertise as I mentioned and that's all centered around you and your business value so its approach hones in on the four main focus areas that you see here value man management product adoption platform Health uh and expertise on demand uh and because impact's main purpose is all about value and we put value at the Forefront impact will help you identify what your objectives are so you can apply tangible metrics to them so you can calculate the results you're getting from service now it's got value management capabilities like value blueprint and the business Valley dashboard that are going to help you define your vision for service now and track your Roi and then with the product adoption features in it we want you to have full visibility and T adopting service now so features in Impact like the capabilities map product adoption roadmap and its AI powered recommendations are in Impact to help you make sure that you're using your service now licenses and entitlements to the fullest and also adopting your products quickly and then with the platform health and support features and impact you're going to get full access to view the health of your platform and recommendations to optimize its health so it's got tools like instance Observer and Health Scan in it and access to Technical and developer Sport and with those you're going to be able to monitor diagnose and improve the performance of your platform and then finally with expertise on demand you're going to get expert help when you need it including designated members of our impact Squad as well as predefined engagements with experts through a catalog of accelerators you're also going to be able to increase your own Ben strength with access to On Demand training and before I get into the what's new uh release for what's new for uh q224 release I want to call out that impact is already being used by thousands of service now customers everybody we talk to from SE Suite Executives to service now platform owners and admins um like you may be they've all been embracing how impact can amplify their expertise and accelerate their results and that's why as we collaborate with you we keep on collecting your feedback and adding more insights and best practices to the product so here's what we're going to cover today we're we're GNA first do a brief overview of what's new in the release then Matt is going to come on and do a demo of the features that I've mentioned and then finally we're going to close off with time for Q&A so again please do think of your questions and add them to the Q&A feature in Zoom so in the Q2 store lease for 2024 we have added more ways you can accelerate adoption to make your team more efficient so first you're going to find a number of new accelerators that help platform owners take advantage of the latest capabilities and service now and align them to the business objectives that your SE Suite Executives care about on top of that both platform owners and admins will appreciate the new impact digest email that they're going to get each month that provides personalized insights on how to drive service down option and then there's a new health assessment dashboard that gives platform owners deeper insights and actions for improving platform health and performance and our new value at a click capability is designed to make it faster than ever for platform owners to set up a value blueprint for some of our most popular service now products and that means they can then share the value reports uh impact generates with their C suite and finally we've harnessed the power of generative AI directly inside impact so platform owners and admins can get an automatically generated summary of results from across multiple service Now sources when they search to help them quickly find the answers they need um now we're going to take a quick look into each feature before Matt provides a demo first let's talk about the impact accelerator catalog and specifically the new AI Readiness assessment accelerator so if you haven't heard of them before inside impact accelerators are fixed scope engagement that give you access to the right experts at the right time to get the outcomes you need and as you probably have heard service now continues to release new Ai and geni capabilities with every release but if you're trying to adopt AI at scale inside your organization that can be a daunting task so this new accelerator is meant to give you insight into how these new AI capabilities from service now actually align to your business objectives you'll get an overview of the service now ai architecture landscape then you'll also get an orientation on select AI capabilities and then finally you'll get an assessment of your organization's Readiness with service now to adopt those capabilities that's going to set you up so you can actually adopt those new Innovations faster and potentially even use your existing products more effectively that's not the only accelerator we've added in this Q2 release um here's a taste of what else you've now got access to as well um so underneath the architecture category of accelerators we've got the csdm or common service data model assessment for application Services we've also got two brand new ux accelerators one is focused on ux design for employee Center and another one is focused on a ux review of an existing employee Center implementation um underneath the strategy category we've got the center of excellence and Innovation design maturity assessment for your coei and underneath the technical category we've got a jump search accelerator to help you migrate your platform analytics and two tuneup accelerators one is for reviewing and assessing your current Hardware Asset Management implementation and another one does the same thing for software Asset Management uh for more information on these and all Impact accelerators you can go to our product documentation site at docs. servicenow.com a really quick way of getting there is just search Google for service now impact accelerators and you should be able to find them quickly um if you're a platform owner or admin this next new feature that we've added to impact is going to be super helpful what it is is a monthly email that impact will automatically send you with the digest of personalized insights and you'll see a demo of this uh when Matt does his demo you're going to get a snapshot of your activity with an impact but more importantly it's going to give you an overview of your progress in your service now Journey uh it's going to include sections that highlight platform Health as well as tips on next steps to take impr uh to take to improve adoption of service now capabilities speaking of platform Health the next new feature I want to highlight is our new health assessment dashboard we designed to simplify and demystify the process of managing your platform Health since we know that platform health is so critical to the experience of your users and your ability to adopt future Innovations from service now this dashboard is going to give you a way to view overall health scores based on five key metrics but it also goes Deeper by giving you actions you can take based on those insights that you and your team can start to work on right away next uh value is at the hard impact and in this Q2 release would made setting up your valy blueprint even easier for some of the most popular service Now Products including it service management it operations management and HR Service delivery um if you haven't heard of it before a Valley Blueprint with an impact is a a plan that aligns business objectives to your strategic vision for service now uh when you build a value blueprint you choose metrics that align to your business objectives so you can then track and report on your success and if you're not sure where to start or if you think you're not mature enough in your service now journey to even build one this new value at a click capability is designed just for you it's going to help you autop populate a value blueprint with both operational metrics and business value metrics so you can immediately begin tracking the value you're getting from service now and sharing that progress with your leadership so the last new feature I'll mentioned before Matt comes in for the demo is our new generative AI powered search capability right within impact um if you're familiar with how uh gen AI content summarization works you can probably guess what this does but the cool part is that we've been able to bring it right inside impact so when you use this gen powered search feature right within impact it's going to review content from multiple service Now sources and create an AI generated summary for you so if you're a platform owner or admin you can now get a summary of the answers you need much faster so with that said now it's finally time for Matt to do his demo of all this new stuff that I've gone over so Matt I will turn it over to you great all right thank you so much Ma for walking us through that hey everybody um just again I'm Matt Hong product manager on impact and today I'm going to walk through some of our many updates and enhancements we've delivered in May so first we've rolled out a new health assessment dashboard how we access it is through platform Health diagnose here and what you'll be able to do with this new feature is gain insights on your overall platform Health in one single place to understand how your service now instance is performing so instead of having to rely on platform Architects to sift through scan data customers like yourself can now easily understand your platform Health on your own so here it looks very similar to Health Scan but this is much more powerful more in depth with much more insights available first this is an autogenerator report that provides detailed insights and recommended next best actions ultimately contributing to reducing technical debt at the top here we see those uh Health assessment findings that are broken up across five key categories for manageability performance security upgradeability and user experience if we're unsure what some of these categories actually mean well there's no problem we can quickly hover over the info icon provided here to read up on what exactly findings fall under this specific section the Topline numbers that you see here represent findings which are defined as areas of improvement or anomalies within your instance that require attention you'll see that the findings are broken into three categories based on their level of urgency from act recommend and discuss when we click into one of these sections the associated findings will pop up where we can sift through and address on every finding we'll see a short description the associated Health Scan definition tied to it details on the finding for example where exactly they found this so in this case for this one they found this script on lines 1433 and 52 of codebase how often it occurs what category falls under the rating for it the level of severity as well as what products are involved with this finding it's really giving us a 360 view into all of our platform Health findings but that's not all we can also view the next best action to remediate this finding so if we click here we'll immediately get linked to a knowledge article on the best practice as well as how we can resolve this so these next best are actually curated by an internal team of product success experts who are dedicated to helping you achieve achieve a healthy platform so heading back to the health assessment dashboard let's go ahead and go back to the summary view can also review that top level grade across those five categories art Health score through here and to go even more granular we can view our findings broken up by specific product so for example example if we know that our team has recently implemented some new uh API and integration tools we notice that there have been a lot more performance findings that have come up so s similarly if we click directly in here we'll get a list of all of our platform findings available for that category as well as that product lastly if we want a full list of all of our platform findings we can switch to the list View at the top right and of course we can filter this to suit our needs so let's say we want to see only new findings um related to user experience and performance when we click apply we'll only see those findings that fit that criteria can then take this list and start improving user experience and performance of our platform so that was a quick overview of what health assessment dashboard will allow you to do which will allow you to increase visibility and track capabilities for customers who are eager to improve their platform health next we have made significant updates to Value Journey first for guided customers who have not created a value blueprint we're reducing the effort needed to track and improve business value with autogenerated value blueprints for itsm itom and hrsd the business objectives and outcomes generated are a subset of curated outcomes provided by service now experts and the value Excellence team now platform owners have a great starting point on which areas of the service now platform to focus their time on when we click onto a specific objective we notice one of the operational outcomes that we have linked directly onto it reducing disruption from incidents we can then start implementing new capabilities to improve this outcome now with the May release instead of having to reach out to your CSM for guidance you can see how our outcomes are performing in this brand new page right here Trend data will automatically populate a month after your go life and previously that would take months or quarters before data would appear and often require involvement with your CSM but now we have a self-service access to our progress and from this view we get a the ability to actually look at the trend for this specific outcome for producing disruption from incidents and we can see that it looks like the average time to close request has been going up over time scrolling down we can also compare ourselves to peers in our industry and we notice here that we're actually above average um but that's not good enough what can we actually do to improve our outcomes so just below that what you'll notice is recommendations contextual recommendations that have been cated just for us about this outcome impact as well as your squad will provide recommendations like knowledge articles trainings as well as accelerators on the next best steps to specifically improve this outcome let's click on one that we see here which is about jump starting virtual agent and from here on the fly out we get insight as to why this accelerator was recommended as well as details on what exactly encompasses this accelerator so it looks good we know that virtual agent will be pivotal for us to improve this outcome and on the left hand side here as I scroll up you can understand the implementation status for every capability that will directly help reduce incident disruption if we click into one of these for example request management we can see just like in capabilities map a review of what this capability is and a list of resources for us to get started and on this list what we can see is virtual agent is not in use so now in this new page we have a 360 view into this outcome from Trends peer comparisons related capabilities and recommendations on what to do next to improve it all in one place and so we now know that the next best step for us to reduce disruptions is to implement virtual agent so what we can go ahead is we click on here we can start an initiative to get that started so next like mik mentioned we also have provided geni powered search within the impact portal so let's say we're interested in figuring out more about accelerators so if we type in what is an accelerator into the search bar at the top right here we'll see a result that is generated by now assist providing me with an AI generated summary as well as the knowledge article that is pulling this content together so now with an impact you can simplify your search experience with these Genai search cards to help surface relevant content up front finally in the May release you can now also receive personalized insights through the impact digest these will be delivered directly to your email that provide a snapshot into your personal service now journey in the impact digest you can learn about new features you can start taking advantage of as well as review Topline metrics at a glance like platform Health product adoption outcome performance as well as the status of your accelerators and for example if something specifically grabs our attention like let's say platform health for example we can directly click in here and be taken to the right page within the impact portal so now that was just a handful of our enhancements for the May 2024 store release but with that I want to thank you so much for your time today and I'll turn it back to mik great thanks thanks Matt my video is uh not working but uh that's okay I'm going to just go with audio here let me share my screen all right so um before we end with time for Q&A let's recap the key takeaways from today's session so first um as in every release we have lots of new accelerators so not only our AI Readiness accelerator but also several new ones focused on things like csdm user experience Center excellence and Innovation platform analytics and uh ham and Sam then we've also made it easier to act on platform Health insights with our health assessment dashboard as well as get insights on value with our value at a click feature and then finally there are even more ways to access recommendations including reviewing our monthly impact digest email or using our new geni powered search to find answers so thank you so much for joining us today and thanks also to my co-hosts uh Matt and also for Hugo uh for answering a lot of these questions and and Matt specifically for his great demo today it's been my pleasure to share these new details about impact with you I hope you all have a wonderful day take care thanks everyone