sounds good so we're going to get started here while everyone is trickling in by all means feel free to participate here in the chat in the Q&A uh but I'd like to welcome everyone to today's session on how in4 uses service now impact to accelerate value um again let us know in the chat where you're from I encourage everyone to participate but let's get started I just want to go over a couple housekeeping items first uh we have our Safe Harbor of course so again these statements should not be relied upon in making purchasing decisions and today's session is part of the live on service now a curated event series to connect you with service now experts and peers that can help you deploy products and Achieve value faster we hope you join us again at another webinar or 360 exchanges you can see the schedule by scanning the QR code or using the link in the chat before we begin a few quick notes we again to encourage you to ask questions uh we will Reserve time at the end of the presentation for Q&A so please use the Q&A feature within zoom and ask questions throughout the session uh this session will be recorded and shared on the service now Community afterwards feel free to head over to the impact product Hub on the community at any time to engage with experts ask questions see the latest Innovation and look for other upcoming events uh and lastly look out for a survey following this session we'd love to hear your thoughts so just some quick introductions my name is Pablo Riva carasco I am the customer success manager on the impact Squad and thus the primary point and contact for in4 on all Impact related items um Dan would you like to introduce yourself sure hi Dan Turner here um working for infor and based in Fort wor Texas um I am the platform owner for service now for all of INF for excellent thanks Dan and then Ugo would you like to introduce yourself sure hey everyone um my name is Hugo I'm a product manager for impacts and I'm based in Berkeley California thanks for joining thanks and before we get started I'd love to ask those of you on the call how do you track the value receiving from service now uh you should get a poll that pops up please feel free and uh throw throw some answers on there couple couple gut feelings here some formal metrics and dashboards nice some generator ports okay oh excellent it does sound like because the majority of us uh we don't have a good tracking mechanism in place at the moment um and that being the case I'd like to introduce Ugo to start introducing us to impact service now and how that could um that could introduce us on how we can start tracking the value of service now is going awesome thanks Pablo um just before jumping into my product tour I'd love to give you a very quick overview of why we built impacts um impacts is service now's value acceleration solution and what we mean by value is that we're helping you adopt your service not capabilities quicker we're helping you keep your platform healthy therefore allowing you to release Innovation to your users we're giving you access to experts such as the Apex Squad and finally we're helping you track the value that you're receiving from your service my investment and these are things that I'll touch on during my demo so you can see here that I'm logged in as Emily Gutierrez that's a platform owner for Oro company when she logs into impact every morning she gets a quick glimpse into everything that she's working on as it relates to service now she can see all of her Key activities she can see her objectives and metrics the ones that matter to her she can see how she's using her impact features she gets a quick glimpse into her c not capabilities which on she's adopted which once she's in the process of implementing she gets a quick Glimpse also into her platform health and finally she can start a conversation with her impact Squad her Squad is her designated team of service now experts um both Technical and strategic advisers so the the customer success manager is a person who will keep Emily on track throughout her service now Journey the support account manager will take care of her support tickets and escalations the platform architect is her technical advisor it's her technical Guru it's the most knowledgeable person on the service now platform and finally the success architect is uh Emily strategic advisor helping her divine define her vision for service now pick the right metrics that she should track Etc there are really four big categories of features that impact customers get access to expertise platform health value management and prodct adoption today I'm going to focus on expertise value management and adoption starting with a feature called the capabilities map this is a feature that allows impa customers to get a single pain of glass into their entire service now ecosystem they easily see all the capabilities that they've implemented or that they're entitled to they can click on all of them to Lear more and if they realize that adoption for one of these capabilities is lower than they were expecting then they can leverage expertise on demand provided by impact one way that they can leverage expertise is has something called accelerators accelerators or fixed cope Services engagements with a very specific outcome in mind um we have strategic accelerators things like um help me set up a set of Excellence or help me build the right to not governance model but we also have very technical accelerators um things like helping you jump start your upgrade or helping you tune up your usage of a specific capability so we have three catalogs of accelerators we have about 70 accelerators today and we're adding anything from 10 to 15 every quarter so this is one of the ways in which impact will help you drive proc adoption once you've completed an accelerator or you've worked with your impact Squad to increase usage hopefully you should start to see um some value that you're receiving from your service n investment so here I'd like to move on to what we call the value journey and impact it all starts with something called the value blueprint this is an exercise on which you work with your impact Squad in which you define your strategic objectives for service now you map them to operational outcomes and success metrics that you will track throughout your en ire impact Journey you can work on the value blueprint with your squad but you're also able to selfs serve a lot of this experience so let's say you purchase itm impact will then recommend objectives outcomes and metrics that are most relevant to your company and your level of maturity once you've completed your value blueprints impactful that help you track and measure progress every cor we'll show you how you're improving some of the metrics that you define in your value blueprints you can see every quarter what sort of improvements you're good you're getting um with impact and if we're able to define the revenue and cost drivers behind those metrics then we're also able to calculate a return on your service not Investments by products by point in time by business objective Etc so this is kind of the entire flow that you would go through with impact you would start off by defining your objectives your outcomes and metrics and then you would work with your impact Squad and with accelerators to increase adoption of not the final category that did not cover today is back from Health we have a lot of impact features in that category I'm not going to cover that today but if you'd like to learn more I recommend that you go on demo now and we have a bunch of impact demos that you can consume on demand all right Pao back to you thank you so much gole and of course this is where we hand it over to Dan Dan uh we'd love to hear from you on exactly how inf4 is using service now impact to accelerate the value sure thank you for your time po Pablo and Hugo thanks for that uh demo Hugo I will give you a shout out for the capabilities map uh as somebody who used to have to do this in O PowerPoint and update it and figure out where all the products fit together having that in uh built directly in impact has been a big win for us so if you haven't seen that for everybody else please take take a look at it all right so uh let's talk about how we got here and where we came from so we are a 10 plus year customer of service Nows uh sorry and I guess I should say in for we're the largest um enterprise software company you've never heard of um the uh you know we we play in a million different spaces uh but let's let's focus on uh how we got to service now uh 2013 we were really good as a cloud organization of support calls and says hey we have a problem you're like okay thanks we'll check it out hang up the phone work really hard on it call them back and go hey we fixed it they're like where have you been for the last hour and a half well we were working on it well you know needed needed to understand hey how do we do Incident Management uh change management was using one of our our own applications that we had um upgraded or customized to the point that it was no longer upgradeable uh as time passes we we we continue to expand service now in our Cloud operations organization uh everybody says we'll do cmdb later well of course you have to do cmdb first you have to have something to build on but we really took our cmdb to the next level we had another business unit came in and say you guys have been so successful with incident and change and and iton Our IT service management we want some service now too okay so they got their own service now uh again as time progresses over the years we've added more and more Integrations within our organization and our infrastructure and uh in 2021 we said hey let's stop having two service Nows and let's integrate and consolidate everything into one uh organization and moved into it so we're this is now a platform that's available for everybody at service down at in for go ahead po so what was our challenge here we wanted to implement CSM we wanted web sorry we wanted to you know up our game in support uh we had an in-house tool remember we're a software company that you know was invented before these iPhones were invented uh we were um pretty set in our ways and we said we need to modernize our support experience we need we wanted to come after a best-in class best in feature set and best in process uh solution uh that could we could do several different things and and maintain or gain a lot of items out of including knowledge we had over a million knowledge-based articles plus a document repository with another 1.4 million documents in it and we want we really had um a challenge where our agents weren't able to be as efficient as they wanted to be I picked this this picture for this presentation very specifically we didn't want a forklift a forklift uh approach to this we didn't want to lift and shift into another product and keep those same challenges we wanted to really uh modernize uh transform and consider not just the tooling but how we did everything so why service now well we were already a service now customer had already implemented it it was in a major business unit in the company but we still went out and did an exhaustive search we went through several competitors one came back and went oh how many articles sorry we can't help you but landed on service now customer service management and really looking for some key features Omni Channel support we have a million different ways people want to get support from us Knowledge Management talked about how many articles we had already uh we support hundreds of products or well you know product lines and then hundreds of products under that with multiple modules versions multiple methods to sell the software whether it's Cloud on premise custom hosted partner hosted uh etc etc um search was challenging everybody his challenges with search so we really wanted to understand and take the best advantage of searching so that we can get as much deflection as possible so customers could feel satisfied that they didn't have to wait for an agent to call them or an agent to get in touch with an agent who could find the information already in the platform or in the tooling uh as well as we want to be able to uh interact with all of our other business units that supported customers whether casually or tangent generally uh so again we wanted to align with what we had already and make and move forward so CSM was our uh customer service management for service now was our go forward solution okay the next challenge is how do we implement it well we didn't have any in-house knowledge on CSM um we' taken some now learning courses but I wasn't I wasn't going to commit to implementing a product that you know we taking a class on so we go find a partner and we didn't really want a cookie cutter implementation we wanted uh you know we thought our business was pretty unique and thought let's get a small partner that can be a a uh have their own uh you know custom implementation with us in mind designed for us um that didn't work out the partner really didn't understand our business when we talked about uh you know they gave us examples of how do we uh implement this they Ed the example of we're going to sell a washing machine and a dryer well we don't sell hardware and there was some challenges to that and ultimately we didn't know how to work with a partner either remember we had developed this software ourselves implemented ourselves and not had really had not really implemented any other software in the support space with a partner so let's go get one of the big boys you know they're going to have a Playbook um which was that a good thing or a bad thing right did did they they could follow uh we did extensive Discovery with them and we were making some progress but again we're this presentations about how do we accelerate value and really we were just trying to get value out of this uh implementation um so we needed to make some exponential progress the we weren't mov moving the needle as fast as we needed to so there's a decision point right we were months into this large scale implementation with thousands of users potentially uh thousands of customers uh potentially customer users and had no real Targets in sight we continued to be in an MVP esque type implementation and what feature sets did we have to have to go live um and then uh multiple layers around that and how do we get live and said we need to think about what where are we going and how are we getting there so we wanted some advice from knowledgeable experts people we trusted people who had worked with us who knew service now also and that was the impact Squad so we've been a customer an impact customer for two years at this point and they had already worked with us uh John sha is on the phone with us today he's our solution architect uh Pablo is our customer success manager uh we have several other people on the impact Squad we've been working together already we worked on governance and strategy we worked on platform health and really had helped build us our you know design our Center of innovation and Excellence so we knew them and they knew our business and we went to them and said let's talk talk about how do we make this Pro how do we accelerate value how do we get value and get this across the finish line so we put together a game plan the impact squad's recommendation was let's bring this in house and we agreed that's where we want to do things uh and at this point we've been doing this long enough that we knew that most of the technology around CSM and we knew about uh the our business processes we understood through both those both those prior implementers what the Core Business processes around CSM were but there were still some technology deep technical things that we may not have known about so we use service now as expert services to help us with those deeper uh technical challenges like knowledge and uh search okay so uh Hugo talked a little bit about accelerators and advisory session and the components of impact but let's talk a little more details about what we used and how we got here so right off the bat we wanted to sit down with the CSM team at service now and understand what are some of these implementation strategies you know what are the featur set how to use major Incident Management what is some uh deflection processes we can talk about and the Imp Squad was put able to put together advisory sessions with both product knowledgeable product owners at service now with the own their own team we have a business solutions architect on the team again these folks all knew us and knew what we were looking for and knew how our business Ran So really were our trusted advisors um we talked about an advisory sessions um case management and case types and our one of the implementation Partners had done some cons considerable um configuration on that and maybe some customization again our we want to stay in the box and if you're new to service now or considering service now I'd encourage you to stay in the box wherever possible to uh Knowledge Management sorry stick there for just another I'm g go through a few more few more of those final thanks uh Knowledge Management super complex again we we've have 450 some odd thousand and knowledge based articles that we move forward but if when you have multiple products like we do that was a huge challenge for us and how do we architect our knowledge and ultimately our product structure too to fit within the CSM infrastructure and be be understandable for our staff and customers to be able to navigate through how we support products um some of the other things we talked about with them and took advisory sessions on Outsource customer service Integrations I had 75 to 100 Integrations already in the service now platform and this was adding even more uh best practices around reporting uh we rolled out a customer portal worked with an advisory session on customer uh portal branding and customer notifications we had some really specific requirements on how we wanted to notify customers and the look and not only just look and feel but what the situations were we wanted to notify them so the uh I think Hugo's term was predefine scoped Services engagement uh accelerated so it's a package of deliverables that uh and people that service now delivers to us so we went through uh all these on the screen portfolio about how do we make sure that uh we manage the service now portfolio here at infor as best as possible possible we worked through upgrades uh we wanted to look at our security we we'd had an internal only instance for years and now we're going to expose that to everybody and you know all our customers wanted to ensure that cmdb AI search was we did a ton of work at AI search with the impact Squad and the product uh accelerators and then expert connects we wanted to do some real specific Zoom Integrations we wanted to do some real specific Federated search so through the expert connect offering we've got resources from service now to give us some real specific technical advice and strategy around how to do those uh Integrations and then I just I label here bring it back in the box we went through a number of the customizations that the large partner had done and said is that is that the right decision was that the best way to do that can we bring it back in the box and in several cases we did okay big big value for us was training um I apologize I looked I wanted to be able to say hey how many hundreds of hours of on demand training we've taken but as an as an impact customer we have access to On Demand training uh this a enabled everybody on our staff including some of the end users or some of our power users to go in take an on demand course uh from now learning at no cost uh private classes we took uh all of our technical teams and ran them through a private class that we were able to pay for with impact credits so as part of the IMPACT Program there's a set number of credits that are available for uh private classes and and customized training we had service now build us uh as part of the impact offering for training uh and user training training so we didn't have to go through we worked with the content creators and they created the training for us and we were able to distribute that uh to all of our end users as we looked at this new platform or the new application on the platform so with that advice in hand uh from the impact Squad we transitioned our vendor implementation to our internal team we had expanded our internal team we had brought on additional staff internally from another project and we able to really take full advantage of the impact team's advice and Direction and some planning and some strategy we had our internal project manager uh kind of refactored some of our goals around delivery and brought all those inhouse but again still had the uh Professional Services armor service now their expert Services organization available to us to do some of the deeper technology challenges that we were working with um and those were really primary on Knowledge Management AI search um by bringing this inhouse and we'll talk I'll talk about it later in the presentation really delivers us and drives long-term value and that all the people that implemented this are still here they didn't go hey thank you very much good luck at the end of the implementation and walk away so results met our revised timelines we've got a highquality implementation for staff and customers and aligned our customer service operations so we took a a somewhat disparate group of product support organization aligned that in the CSM application uh went live we were really uh challenged with having a true goli time um that was achievable reset those timeline targets and met those targets based on our our changed implementation model moving forward so some of the conclusions after you know going through this partner vetting is key and you should always consider yourself as one of those Partners um finding the right Partners was hard and I put in here especially since we hadn't implemented uh anything with a partner in that business unit or in service now since we had implemented service now originally eight years prior nine years prior uh trusted advisors you know whether those are teams internal to your organization or in our case we didn't have that internal so we used our impact Squad impact Squad again knew our business had been working with us uh for quite some time had been uh driving a lot of strategy discussions with us and really knew what we wanted to do knew about our business knew that we didn't sell washers and dryers that we sold software and we're really trusted advisers that that I could that we could depend on and use their advice so how what what did that impact squad's impact on it again just kind of recap we brought in house gave us more long-term value in that we now know how the implementation was done we didn't have to read the knowledge transfer documents uh you know I'm I've been around a while so we used to talk about the weight test right when the implementor handed you a big enough book you go this feels heavy enough I'm sure they did a good job uh yeah it's us we're doing it we did it um we used the IMPACT program to help us Strate strategize uh a lot of the tasks and features and functionality that we wanted to implement for our customers uh and for our internal staff uh again expert Services was fantastic when we got into some deep weeds of uh Knowledge Management and especially AI search uh we were uh expertly advised on how to do that and some things we did hand off to them and they did build pieces of this for us uh where we didn't have the Deep technical knowledge to do that uh as a group with our project manager and the impact Squad and expert services and my implementation team reges we set some realistic timelines and met them uh we were we we set a really hard goal we pushed to the goal uh we made sacrifices made changes but ultimately kept those timelines and met them uh and then we continue uh to see to use impact to say okay what if that was the MVP what's our next level how do we integrate telephony to this how do we roll out uh now assist in some of these newer features that are AA aailable in um CSM as well as not just CSM but how do we align CSM with the rest of the platform use here at info and since the go live um we started our go live in late November with one product in basically a six or seven customers uh to all of our products in late March of 2024 so we are roughly six months out from our major go live uh we got 44,000 active users in the customer base uh with over three million page views we got 8,700 staff Now using the CSM workspace the CSM FSM configurable workspace which we had not rolled out workspace to anybody prior to that we were all using the platform classic view and 15 and a half million page views since then one of the things we I talked about early on was trying to keep it in the Box we had a pretty um out of the boox um deployment of service now already and based on some advice from the impact Squad we're able to go back undo some of the customizations that the vendor had implemented or recommended um we since upgraded since the up since the go live and had very minimal skips to go through uh configurations we had to go through and review and overall all customers and staff and I won't say more importantly but importantly our Executives have all been very satisfied very happy with the fact that a we did get across the Finish Line we are seeing value now and we will continue to improve and drive addition of value from here on out so with that I'll say the Q&A o and chat are both available for questions if there are some so Dan since we don't have any uh q&as right at the moment um want take a second if I could just to kind of reiterate a point that you made in the very beginning of the presentation around you know the strong desire for INF for not to do a lift and shift um you know when we reach that inflection point about you know kind of the the lagging progress and needing to get this across the Finish Line um you know one of the things that that we identified was despite the strong desire you know not to lift and shift every business has things that they do in the ways that they do them that are very tightly coupled to processes that exist in existing systems and and uh whatnot and anytime you transition to a new system um there's a tendency for all of us to say well we want to do it the way we're doing it right and um a lot of times that's not the most optimal way to approach it for the new system so one of the things that you know came about in that inflection moment was this realization that despite the strong desire not to do a lift and shift some lift and shift had crept into the project um and that reset that we did right um in in identifying those things and um challenges that were starting to creep up in the project as a result of some of that you know you mentioned knowledge was hard um knowledge was one of those areas where some of that had crept in right you guys had some really interesting constructs around the way you wanted to manage knowledge U relating to entitlements and things of that nature and so um you know my my comment here really is um take the opportunity in any net new migration from an existing system to a new one to um be cognizant that you have an opportunity to leverage the way the new system works to your benefit um which could potentially improve processes that you had from the past um but be careful guard against um picking up what you have and moving it into the new system because ultimately um you're not leveraging service now in the ways the best ways possible but also um you potentially risk um bringing problems over to the new system that could you know trickle into other parts of the solution that you haven't considered yet and we saw that a little bit with knowledge right um it affected the way search behaved and and things of that nature so um super important Point around try not to do a lift and shift if you have the opportunity not to and I'll speak you build on that John thanks that at the executive and the in the leadership level that was their stated goal we don't want to lift and shift we want to improve re uh what's the right word you know we want we don't want to do a lifting ship we want to materially change and improve these things again at the manager level but at the Grassroots level people tend to do things and want to do things the way they've always done it because change is hard so organizational change management is very important in these processes and understanding that there are other ways to do things right that's the way we've done it has worked in the past um you know technology is a fast moving space and we should you know evaluate and rationalize anything that we say well this is the way we've always done it that's always a red flag for me I go okay but is that the right way and and you have to have that at all levels you have to have that mindset at all levels and I guess the other comment I would make from your conversation was you know you talked about how the impact team um had intimate knowledge of of you guys as a customer um and that didn't just happen overnight right we built that trust with you guys in in work working in various initiatives um but during the course of the CSM implementation I think one of the things that was key was not only did we establish and build trust with you as a customer but we actually partnered with your partners that were doing the implementation work and we became um you know intimately familiar with the work that they were doing we participated in their requirements Gathering sessions and solution design activities and whatnot so we had this really broad awareness of what was going on and in that level of intimacy with you as a customer and the things that you're doing and the things that your partners are doing um that ultimately led us to where where we are right is that that trust uh that you guys had in us to advocate for you and to watch out for you guys as a customer and to make sure that you know not just your team but any partners that come to the table are are doing what's in the best interest of you as a customer I think that's a huge value um you know that that was realized as the CSM project went live and and helped us kind of get to where we were and not just with me and the platform team but with our business units here at in4 too right all right again John and I can vamp all day here we do sometimes but if anybody has any questions please feel free to put those in the Q&A I guess say it's really your line po as our moderator here yes give it a minute but so far no questions on the chat or the Q&A Dan again awesome work by the way the results are fantastic it's been great partnering you uh partnering with you on on this journey uh I guess my question for you Dan is also going forward what are you most looking forward to working with impact in the future so as I as I think about how we expand the platform here at in um I'm having coincidentally a chat with multiple business units this afternoon and our CIO on how do we continue to expand the use of service now here at in um and with our parent company and you know that's where I go we talk about the value of the impact Squad and you know understanding hey we want to get the most out of what we're what we've already paid for right how do we get and leverage every function feature application that makes sense it has to make sense right uh to use here at infor right we've got some again some Legacy processes that you know would be a major change to move but with the impact Squad you know we kind of go through and look at that capabilities map look at that value blueprint and understand how we move forward where we're going to get the most bang for the buck and as renewals and our and our additional uh business units are interested in service now then how do we uh you know leverage and solve those business business problems as quickly as possible excuse me so Dan not to put you on the spot and if and if you're not prepared to answer this is completely fine but I was thinking about you know you shared some metrics around you know since the CSM go live um can you talk even generally around how the CSM implementation has improved your your sead or your response times or any of those things has has yeah yeah so there there were some numbers I can um don't have didn't did not seek and don't have approval to share uh but overall that's why I was pretty generic in my statement that you know staff and customers and Executives have all been very positive have given us a lot of positive feedback back about the way we work not only with the way the customer portal works but the way we work with customers now too so we are kind of going next level with this now that we've got some time in the new tool under our belt and now we go what's the next incremental uh improvements we can make with deflection virtual agent now assist and the additional features that we can roll out and now that we've built a Baseline since our go live pardon me um I know that you mentioned that um you know you now that the CSM implementation is done there's an emphasis on trying to continue to get value out of investment that you've made in the platform um how do you see as you look ahead over the next 12 to 18 months and the things that enforce planning to do with service now as a platform how do you see the impact team continuing to support those activities well sort of as I if I think about right what's the next major application or major feature you know is it is it rolling out itom is it more in um strategic portfolio management you know these other apps that we don't have a deep bench of experience on uh the impact Squad is is crucial is is pivotal in our ability to uh launch those without having again go find a partner go find more staff go find you know somebody hire somebody off the streets that's done this in the past uh between our platform level experience and our impact Squad with the deeper Pockets into each one of these technology areas you know we don't have to go hire three or four more people that have worked in uh PPM or you know itom and any of the other features that we might want to Implement um with if I look at also you know we've gotel we've got access to accelerators we've got access to training and to the squad themselves it really precludes us having to you know go out and find people to do these things uh so much faster ability to to Pivot and Implement by not having to go you know hire somebody new yeah that's awesome thanks for that Dan sure Dan I I have one more question on my end too can you comment on the ability for the impact Squad to not only do tactical work say these accelerators these fix ghost uh engagements and advisory sessions but the ability to shift to a more strategic conversations you also mentioned governance um coei can you again the ability to shift between a tactical partner and and a strategic partner within an impact can you comment on that as well sure um our Josh our success architect uh couldn't be couldn't join us today but uh you know we just had a sit down with with him after uh months of review on where do we want to go from a strategy in you know what's what's the next layer of things I rattled off several things we want to do in CSM we've got a handful of things for a couple other business units and understanding that value blueprint and then that value blueprint wrote you know drives solutions to outcomes which drives the road map all of which you know the impact Squad helps us helps us drive and deliver so we uh have our customer success organization has a number of initiatives that um Josh and the organization and most of these are not net new sales opportunities right that we're not uh impact Squad is not trying to sell me new features uh I've got an account manager for that and U but we we are looking at what's the strategy to solve these business objectives uh as we think about you know addition the next steps in CSM plus other applications and in the platform nice great well if there's no further questions from the audience uh sounds like we could wrap this up here um but before we go just want to let you all know that we have a couple things here number one again thank you so much for joining us today uh we host these webinars on a monthly basis so be sure to register for our next one I believe is common Spirit that's scheduled to be July 16th um and join us lastly join the impact Community you can find today's recording as well as upcoming events as questions engage with the impact Community forum and you can find those links here in the chat as well