hello everyone and Welcome to our webinar my name is Maria Goldberg and I am a product lead in impact and today we will talk about how impact can help Drive product adoption before we start a few housekeeping slides so this webinar is part of a monthly webinar series across array of impact topics such as platform Health product adoption and value that are hosted on a monthly B basis if you check the QR code that you see on your screen or visit the impact Community you will be able to see the full catalog of upcoming events you can also find any of our prayor webinars that were recorded including this specific one and posted to the impact Community page before we proceed please notice that forward looking statements might be shared in this webinar however most of the session is actually going to be a live demo of functionality that already is available to our impact customers during this session you will have an opportunity to ask questions please use the Q&A button at the bottom of your screen send them as I speak it's fine I will do a pause after every section of the webinar and I will take try to take as many questions as possible again as time allows perfect now um for those of you who are familiar with service now impact in a nutshell impact is a unique service now product we launched over two and a half years ago with one objective in mind getting our customers to Value as quickly as possible we do this by combining AI powered insights and human expertise through the combination of artificial and human intelligence impact benefits customers in four ways first by driving product adoption which is the topic of this specific webinar many of you work with organiz within organizations that invest in significant amount of money in service now technology we therefore want to make sure that you are adopting everything you are entitled to by optimizing platform health is a second part of impact you can't really realize Innovation to end users without healthy platform so impact helps providing you insights and actions to improve platform performance another part of impact is articulating and accelerating value using Louis Carol's quote from Ellis and Wonderland if you don't know where you want to go then it doesn't really matter which part you take which path you take so have having a well defined strategic Vision objectives and outcomes as well as an ability to track progress along the way is a key to success and this is also part of impact and then giving you access to the right expertise at the right time which is Again part and helping to all the mentioned below one and two and three parts of impact are also helpful as part of what impact is offering as previously mentioned impact is a unique product because it is a combination of digital experience a product in a traditional sense with an OnDemand access to the best service now experts which we call the squad the squad works with impact customers on various topics from strategy to technical guidance and as you will see in the demo all the steps in the customer journey together with impact are accompanied by a squad input and support as mentioned before this webinar specifically is dedicated to driving product adoption so driving product adoption with an help with our accelerators which is another part of impact is what we are going to cover today now Imagine This you're getting closer to the end of your day which is actually true right for the people in Europe hello the end of the day is coming you're just about to log out of your computer and to go home and rest and then you are getting a message on your phone with a pretty exhaustive list of products grocery products that you need to go go and buy in the supermarket well you have to do what you have to do so you are going to the supermarket instead of going home and resting and you are spending the next hour buying all the products in the list it takes you some time but you are spot on you purchased everything and you're coming home you're tired but you take everything and you put in your refrigerator great you've done what is expected that's great a week later and this is something that happens to me all the time it would be interesting to know if you can relate to that I opened the refrigerator or you would open a refrigerator to find that a pretty big portion of the products that were purchased the week before were not really used and are very close to their expiration date and what is even more annoying is that some of the products are actually started to go spoiled now this is not fun wouldn't it be amazing if we had a refriger refrigerator a smart refrigerator and hopefully that will happen pretty soon a smart refrigerator that would keep track of everything that we purchased will tell us when something is about to get closer to the expiration right and when I'm thinking about it even maybe provide us some recipes with the products that are about to expire so that there will be zero waste that would have been amazing right now well building such a refrigerator is a bit outside of the scope of this webinar I would be happy to show you some of the functionality within impact that can help you with your service now products to make sure that nothing that you have purchased goes into waist now a quick question uh let me just figure out how I do the post how many of you are familiar with the um products that your company has if you are a service now customer and if you're not a service now customer use the same example from any of the other platforms that you guys are owning so how many of you are fully aware of the service now products that your company has subscribed to uh perfect I see some results coming in and from what I see majority is only partially aware of the products and some are not even aware of the products at all well good news we also have some folks on the call who are fully aware of everything which is great 26% so far 66 however and this is a consistent reply I'm getting every time I'm talking to most of the customers is that we are only partially aware of the products that we purchased as part of the service now uh contract perfect I see the results are still changing and actually they're changing towards the side of 67% are partially aware of the products and around 23 fully aware and 10% are not aware of all okay let me ask you another question then I'm experimenting with the polls so I hope you can see the results okay those are the results 67% partially aware of the products 22 are fully aware and 11 are not aware at all so let me ask another question then to what extent you are familiar with the service now applications available to your company as part of those product that are purchased so for example if you have itsm what does it really mean what are all the applications within the itm that are available to you okay I see a similar Trend even more steep towards partially aware okay great perfect let me share the results so 70% of you are only partially aware of the applications 24 which is great uh are fully aware of the applications and 6% are not aware at all let me then show you some of the pretty cool tools that impact has to offer that can help you get closer to I'm fully aware of the applications my company has purchased as well as how to help get better adoption of those products with the in your company so I'll grab the screen and I will start sharing so give me one second I'll change the uh the screens me one tin SEC and I will open the impact portal okay I hope I'm sharing the right screen perfect let me open the landing page of impact portal and we'll start our demo so as I mentioned impact is two folds it is a digital experience as well as a human Le Squad experience where everything every step along the way is being supported by your squad you have self-service capabilities but everything is being overseen and supported by the squad that is assigned to the impact customers so let's start the first thing that I ask is how many of you are aware of all the products that your company has purchased or subscribe to as part of the service now uh contract so the first thing that I can show you is is the basic easiest way of seeing what are all those products right a starting point if you are navigating in Impact to the product adoption section under subscriptions if I click on subscriptions you will see a page that shows you all the products that you are subscribed to as part of your service now contract everything from all the instances if you have one instance or many instances you will see everything in one view you will see the uh amount that was purchased the start the end dates the name of the product if there are any secondary meters that are part of the contract you will see them as well now if you click on any of those products you will get a breakdown by application you will see a full list of applications that comprise this product those are the applications that you are entitled to use now you can further on click on any of those applications to get an explanation of what it is because some might seem obvious whereas others might be totally unclear so instead of going to an external system such as product documentation or communities or anywhere else we bring to you the description of this product of this application so it would be easier for you to understand what exactly this application is and then we also provide curated resources to actually help you start adopting those products those could be released notes trainings uh now create content and so forth so this is the first part I'll take a second um for questions because this is the first though relatively basic but a first functionality that I want you to be aware of within impact okay I'll take a look at the questions and see if we have any uh a question is are the included capability breakdown provided to organizations that don't subscribe to impact so this is explicitly an impact product that we are showing and making available to impact customers the benefit of this experience is that it brings all the products from all across the instances that you would have however within the product itself within sorry within the platform itself you have a functionality called subscription itions subscription management it gives you a view of subscriptions specific to that instance so if you go to your subscription subscriptions management module within admin Center on the platform you would see a specific to that instance list of subscriptions and from there you would be able to do activities such as allocations so that was a question from Louise perfect great uh I don't see um how can we access this impact portal so impact portal is available to impact customers uh impact customers will open impact portal by typing impact. service nowc and this is where the portal would be accessible to them they would have access to everything that I'm sharing and demoing great I don't see any more questions so I'll move on and please bring those questions on it makes the webinar much more interesting perfect so now that we know what are all the products that are available to me what are the applications that are available to me I'll show you the next tool that I would want you to start using or to be aware of at least it's called capabilities Maps so what is capabilities Maps it is the list of the applications you are entitled to that you have seen previously in your subscription management but with a different flavor to it it shows you all the applications with the status usage status this allows you to easily see how well you're leveraging everything that you have purchased from the top of the screen you can easily see that this customer has 55 applications and it's a demo environment usually for many customers the numbers are much bigger so much more difficult to track so having such an overview is usually very helpful you can see that while 15 applications are in use 17 are not in use why are they not in use would be something that I would want to understand as a platform owner for example is it because I was not aware of them is it because I really don't have a need in them which is also an option or is it because I don't know how to start using them as I mentioned before all the activities within impact are supported by a squad experts that are working with the customers assigned to each of the customers and support from through or every step within the impact so one of the things that they would be doing while you are working with the capability map is reviewing your objectives and goals now you might want to join you would want to join a webinar that is happening I think either next months on or the months after about value and how to define value and articulate and measure why am I mentioning it because this is part of the process our impact customers are usually doing they would Define the objectives and outcomes that they would want to achieve after they Define the objectives and the outcomes the squad knowing what is that the customers want to achieve would be able to recommend applications that would support those objectives and goals so as you can see here change management continual Improvement management Incident Management and a few other applications were explicitly recommended to this specific customer that I'm demoing to me Emily gutier because they are supporting the goal that I want to achieve now I can this is also a self-service tool in a way that I can go and manage any of the statuses to a different status so for example I see that um an application contract management is currently not in use but I know that I am planning to start using it so I'll change the status to planning this way either my leadership or even myself myself I would have a clear up to- dat View at any given moment of all the applications their status and what is my planning forward okay again when I click on any of the applications I would get a description I would get uh resources that were curated for me and then if relevant in this case there are no notes but if relevant my squad or I can also add some of the notes not for myself for example in this um capability what are the things that I want to concentrate on now one of the things that I see here is that virtual agent is something that I start using but as Emily Gutierrez I also realized that um I don't really know how to get the most out of my virtual agent now one of the cool things that impact allows is accelerators now before I move into the accelerators I want to give a few minutes for questions about the capability map the recap it brings all the applications that are part of my subscriptions and then my squad will work with me based on my objectives and recommend applications that are relevant for me I I can get resources that will help me with the adoption of those applications I can manage the different statuses keeping the status of all the applications up to date and many of our customers what they're doing instead of managing decks and presentations of all the applications and where they're going with them they started since we released this uh functionality to just take print screens of this and put into the uh deex so instead of managing a different Source they're just taking those print screens and putting in the deck and I've actually heard for quite a few customers then in the in the presentations to the leaders instead of having decks they're just going to the stool and showing the status using the live tool within impact which is even better because even in the meeting they can go and update any of the statuses if needed okay so I'll take the questions now how are those applications determined as recommended so as I mentioned the recommendations are coming from the squad the squad understands your business because they are working with you they meet with you on a regular basis and they understand what is it that you are trying to achieve as a result of that they would know which of the applications are recommended sorry which of those applications are useful and of most value to you and based on that they will recommend it for you are the product adoption dashboards scoped to show only products our organization is entitled to great question no as part of the capability map we actually allow to bring in all applications not just the applications you are entitled to they are in most part hidden I'll show you in a second how to access the Hidden View of the capability Maps because if we were to bring everything to the main view of the capability map it will be a lot we have over a thousand of applications so if we were to show everything licensed applications as well as not licensed that would be a mental load and would not be very helpful so we are by default showing only the applications that you're licensed to however you as well as your squad if you show interest in a specific application that you are not yet licensed but maybe planning in the future they can bring in for example this Apper application service operations workspace itm is an application that is currently not available to Emily guer is as you can see it is gray out and it says unavailable the reason we are showing it here because this application was unhidden from a bulk of other applications that are kind of behind the scenes in this view I'll show you in a second how you can access all those applications that are hidden so in this specific use case to get to show this application on this view what either the squad or the customer Emily has done they went to the upper part of this uh capability map and they checked show hidden yes so basically I now bringing in all applications that are hidden now this is a demo environment and so it only shows one in a normal capability map and you can go and check it with your capability map if you're an impact customer you will see a huge long list of all the applications you are not licensed to and potentially some of the applications that either you or your squad did decide to hide because you are not interested in seeing it in your main view so in this specific use case employee Center is hidden let's say I am interested in this application to be part of my main capability map I can check it and click on unhide the moment I do that I will go back to my non-hidden view and I will see that the application um employee Center is now visible as part of my main capability map and if at any at any sorry at any point I decide that I am actually not interested in seeing some of the applications let's say this employee Center flow designer mobile reporting I decide to hit them to hide them sorry I will click on hide and they will be removed from the main view this way both the squad and you as customers users have control of what to display in your capability map so you have have a full control of deciding what to display what to hide what to bring whether those are unentitled capabilities non-licensed one or licensed okay I'll see if there are any more questions I see the Tor mentioned that I cannot access impact service now uh please see that it is service- now.com and not just just service now as one word that will solve your uh problem is there a plan to associate plugins yes definitely it is on our road map to start getting more granular with the capabilities that we are showing one of the things that we want to start showing is the plugins that are associated to a specific applic as well as the features the key features associated with the applications so definitely on our road map and we are working towards that okay perfect K I will need your help there are a lot of questions so um if you can send me a few to answer I will take them also at the end of the webinar so out of the looking at the time I'll move to the next functionality the next one is so again just recapping so we have this list of capabilities that we curated our Squad reviewed with us recommended the applications myself as Emily Gutierrez or the squad added some notes recommending specific areas and now let's assume I want to start using virtual agent but I don't really know where to start I would go into the accelerate catalog and let me show you what accelerator catalog is accelerator catalog is a fixed scope offering that will allow me to work with my squad and get a specific predefined engagement around a specific subject there are three types of accelerators architecture related strategy related and Technical so we were talking about virtual agent and me as a customer I'm interested to see how impact can help me with my virtual agent adoption I'm typing in Virtual agent and what I will see is all the accelerators that are related to Virtual agent because I'm just starting with the virtual agent I would probably be interested in one that is jump start your virtual agent let me click it and well it is also recommended for me great I would see the details for that specific accelery I will see that this engagement will take 30 days during that 30 days I will get gain insights into the benefits of using virtual agent I will understand how to work with it how what are the necessary steps to start working with that I will get reports and I'll get into the technicalities of starting working with that that's great I'm definitely interested I will click on get started and once I click the get started button my quod will get a notification and they will initiate an engagement with me where I would be guided through this accelerator so when you have time I highly recommend you if you're an impact customer going into the accelerator catalog and exploring the different um accelerators that are available to you we also have a recommended tab that will show you all the accelerators that are recommended specifically for you okay so definitely take um benefit of this great uh functionality of great um what is a better word feature within impact because uh it is great and you would be guided step by step through any of the uh processes that you want to achieve by using the accelerators and there are many of them there are around 70 accelerators on different topics from strategy to architecture and Technical as I mentioned and we are going towards 100 by the end of the year okay so now that I know my applications and I also know how specifically start using some of them let me show you another cool tool that will get everything together bind everything together this is called Product adoption road map so after knowing what are all my applications and what they are because I read the description the documentation the uh content that is associated to those applications now it's time to actually plan my implementation my adoption sequence this is a tool to use it's called Product adoption road map the product adoption road map is something that your squad would create for you based on your objectives so again your squad knows what is it that you are trying to achieve and they will create a sequenced order in which you would want to implement your applications so this specific one was created for Emily Gutierrez because she's interested in because they are her company is entitled to itm product so an IT product adoption road map was created for her and all the applications that are of value to her and her organization are organized in a foundation CRA walk run order we can see that Incident Management virtual agent Knowledge Management are part of phase of basic phase of the foundations other applications are part of pro walk and run now not as you know an application is not necessarily implemented in one phase for example Knowledge Management takes way more than just one turn on of a plugin it has a lot of functionality it has a lot of features so where do I start this is also something that the squad would be working with you and helping in this specific case within the notes the s would recommended to start with article templates whereas in Phase C the same application the recommendation is to look at knowledge blocks so you can use the same application in several phases the features will be different the emphasis on implementation might be different but you can use the same application in several phases okay this tool while created initially by your squad can be edited and used as a full self service by you by customers so me as Emily Gutierrez a customer platform owner I will click on edit road map and I will get into the editing mode once I'm within the editing mode I can modify anything I want I can change the titles I can change the description I can change the order of the applications or add any application I would want for example let me add AI search you're all familiar probably with the SL bucket experience so AI search let me add it to the top and you will see that AI shows in here here I can add phases if I want to I can remove phases if I want to basically I can adjust the initially suggested product adoption road map by my squad to any of my needs we also allow to create as many product adoption road maps as required so you're not limited to one you can create one for itsm and another one for CSM or you can create one for a specific business objective and another one for another business objective or you can use a product adoption road map for a specific quarter by quarter plan any way you would want to use it you can okay so now that I have my Pro okay I'll take a stop I'll take a pause for a second and take a look at the questions Maria most most of the questions are around uh the login they're not able to access the link or some people are able to access it but uh their usual ID password doesn't work I see okay so if you're impact customers you will be able to access the link and let me um just post the um impact link into the chat so that everyone would have access okay just to make sure that we have the right link okay and then if you have a challenge accessing even though you are an impact customer please open an incident or talk to your squad representative so that they will help you with the login to the impact portal if you're in Impact customer you definitely should have access to the impact portal it's the basics okay what are the different levels of impact um I'm assuming the question is around the pack packages that we are selling so we have three basic packages guided Advanced and total and from the May release we by the way guided Advanced and total are kind of similar to The Standard enter Pro and Enterprise that we have for other products such as itm HR so guided Advanced and total and then in may we also released add-on skes so you can be a guided customer and buy specific add-ons such as specific access to accelerators or specific access to some of the features that you might not be necessarily entitled as part of your basic uh package what does it mean being an impact customer is exactly what I mentioned it means being entitled to one of the packages either guided Advanced or total okay how often are those road maps updated by the squad so they are updated quarterly usually and based on the discussion that you are having with a customer uh sorry with a customer they're based on the discussion the squad is having with the customer so in some cases the road web doesn't require an update orderly but if the priorities change or if there was an additional purchase of a product a road map would get updated along with that as I mentioned it is also a soul service tool that allows you to be to get it updated at any given moment so you can open the impact portal log into it and in a second you would be able to change it as much as you want so quarterly the uh Squad would be platform Architects are updating but you can also do it on a more uh often basis okay all my capabilities are listed as needs validation do I need to do something for it to filter to what I have um so this is an interesting uh situation we get the data of what is in use versus what is not in use based on the definitions of usage that we are managing in the system now uh not all the applications would have a definition of usage for those that are having a definition of usage we would be able to get the information from the instance and define whether an application is in usage versus not in usage sorry in use versus not in use currently the subset of applications that has the ability to Define Auto automatically the inuse status is limited to a subset of applications as you might have heard impact is also moving into the instance and once we move into the instance we would be able to get even more of those definitions and then we'll show a bigger and broader list of applications where we can show and determine your usage status okay let's see what other questions we have this is connected to the how usage is determine so for the application that have definition of usage there is a Formula that defines what is considered usage for example for incidents it would be a number of incidents Beyond a specific threshold just making an example for another application it would be a different formula that defines usage one of the things that we are and this is a great question because I'm being asked the same question a lot uh to address this question one of the feature that we are planning for the near future is to not only show what is in use and what is not in use but also how much in use it is so once you will have a fly out so sorry once you will open a fly out and you will see the description you will will also see a progress months by months progress for a specific usage so for example for Incident Management we will be able to show the number of incidents created my months by months um so this way you would not only see whether you are using an application or not using an application but also how much you are using it okay perfect let's see other questions okay great so let's um get back to our demo and get to the last part so and we are almost at time so the last part is um an interesting one uh actually before that just to mention something small There is almost nothing it's an interesting one to show if I open uh my activity center and go into all recommendations I would be able to see all different recommendations that are curated um and recommended for me those are AI generated ones and will help me with anything that I would want to achieve either because the squad is a well either because because you set up your specific objectives or because we know that customers that are similar to you have consumed that and it was beneficial for them so it might be trainings accelerators uh and other different um recommendations so you might want to take a look at the recommendations in the recommendations page now getting back to product adoption area now that you know the sequence of the different um of the different um applications and how you want to start adopting them let's assume half a year later you have a pretty big meeting with your uh leadership and the leadership wants to see whether the decisions that you made whether the order of implementation and the applications that you decided to implement were indeed the right decisions and whether you have managed to re realize the value that you were expected to realize to do that you would open your value Journey uh Tab and you will go to a business value section within the business value section you would see the different business reports that are created for you I'm mainly interested in this specific use case in itm because I was working on the itm products and I would be able to see that the value realized is 6.24 million now I'm assuming that's not enough to just show a number you would want to see how this number was calculated so it was calculated for this specific Year sorry for the past specific year compared to a year before that I can click on view and it will show me a breakdown of the different objectives that I set up for myself as part of the definition of my value as value I can see that I had the uh objective of enable business velocity increase employee productivity and decommission Legacy system costs I can see that increased employee productivity provided me with 2.14 million while the expectation was 236k again if I want to get more information about it I can click it and it will give me the breakdown of the outcomes that I was tracking I can see the different outcomes for example reduce disruption from incidents and I can see that the average time to close a request got produced and as a result I managed to get more value than I even expected in my pre-sales motion so this is a nice tool it's not a nice it's a great tool to have when you are coming to a meeting with your lead ership because as you probably all know that just saying Hey I want to implement this functionality is not enough you need to also provide the business justification and then after you have finished the adoption or the implementation you also need to show that really your decisions that you made were the right ones and that you actually managed to realize value that you promised so this kind of ties the entire circle from understanding what what are all the capabilities all the product that you have purchased as part of your service now contract understanding what are all the applications that are part of your contract and what exactly is that you are recommended to use out of everything that you have what what is the areas you would rather put your efforts in what where is that you would want to uh concentrate your effort on and then what is the order in which I should do the adoption of those applications and then how can I actually show that whatever the decisions that I made were indeed Justified so this concludes