and welcome to your service now onboarding uh my name is AJ I'm a customer success manager here at service now and I'll be guiding you through your onboarding journey today as you may know our mission at service now is to make the world work better for everyone you couldn't be more excited to work with you and transform the way your organization works and today we'll be talking all about how you can access all the resources tools and Community to successfully launch service now at your organization we appreciate your time and interest in today's session and before we get started we have a few disclaimers to keep our legal team happy a recording of this event will be available later on demand on the community please throughout this call do not disclose personal information during the call as it will be recorded and shared following this session we may reach out to collect some feedback and if you'd like to opt out please directly message the hosts and panelists in this chat so now that that's out the way moving on to the first poll question for of you in this chat please how did you hear about this webinar you let us know we' love to find out more about how you guys have heard about this webinar um and it'd be great to see some feedback on this so there should be a poll coming out for you guys through the zoom please keep us posted perfect perfect so we can see some people have heard it from our community and service now.com and the account Executives as well which is great and the leadership which is fantastic great excellent great to see that you guys have heard about the webinar from a bunch of different sources this is awesome so continuing on And discussing the agenda today so today I'm here to help you get onboarded with service now this is the introductory webinar that is part of a series targeted specifically for new customers we'll provide a listing of other webinars on more in-depth topics that will become available throughout the year I'll introduce you to all our resources at a high level and how to access and consume these resources today should feel like service now 101 and at the close of our meeting I'll provide you with recommendations for your next step on your service now Journey with a high level of understanding of the plethora of resources we have available we are confident you'll be off to a great start before we dive into our assets like to take a moment to briefly describe service now's platform your organization has probably purchased some but not all of the products listed on this slide and with the now platform you break down silos and seamlessly connect people systems and processes with enterprise-wide digital workflows we're not just for IT service management we have a full Suite of products to help you manage and run your business for example Asset Management security operations HR Service delivery and more now because the now platform runs on our Global Cloud infrastructure you you get the reliability security and scalability you need to expand your digital footprint now let's take a minute to do another poll here and the question is how long have you been a service now customer so let's see how everyone how long everyone's been with service now so I can see some people three months to a year some people less than three months and also some more than a year as well which is fantastic so we've got a bunch of different ranges here and it's good to understand more about how much your experience is and we're hoping that by the end of this presentation that all of you will have much more confidence uh with the service and our resources so fantastic thank you for getting engaged with that we appreciate it so why is this onboarding so important well we spoke to hundreds of customers and found three major themes among new platform users first you told us that you didn't know where to find all the great assets that service now has available or when to use them we're going to demystify that for you today second secondly you want you want somewhere to ask how to or how do I questions so today we'll show you how you can engage with the community to find those answers thirdly you want us to provide more prescriptive guidance we'll take you to the resources that explain leading practices and you can apply that to your organization let's get started the resources we have here's a list of all the resources that we're going to be going over today we know it can be a bit overwhelming and when you are learning about and configuring a new product it is it is is overwhelming at times and this is completely normal so to support your service now Journey we've created these resources here on the slide today we'll walk through each of these assets and that will support your success and will explain why and when you would use each resource also all the resources presented here at your fingertips and we will provide links we'll provide a pdf version of the presentation to all attendees with all the links mentioned before we move on another quick poll question how comfortable do you feel navigating service resources so just got over here so again how how comfortable do you feel navigating service now resources let's take a look at everyone in the chat in your comfortability I have no idea where to go yes completely understand we've all been there at some point great there's a couple people who are confident to find the content as well which is awesome to see fantastic can find what I need if I dig around great so we have a good wide range of different people who know about the resources and may not know exactly where to go just yet again this is the goal of today's webinar to give you all that confidence to know where to go so first up is now support and what we want to do is as a net new customer you probably want to know how to get help if something goes wrong excuse me now support essentially what we want to do it the now support portal is your One-Stop shop to submit cases and get technical support you can also find answers to to common issues by yourself using our support knowledge base in addition you get access to a status dashboard of your instances and the ability to manage your support accounts and notifications your first step will be to have your administrator set up company users with specific roles and your role determines whether you can create cases or schedule changes and which notifications you'll receive next you want to explore the help center our knowledge base in the support knowledge base you'll find FAQs such as how to get started with and use now support how to harden your instance and make it secure or how to request and install plugins so let's take a quick tour of the now support page and go over its major features the landing page of now support shows your dashboard and what you need to know at a glance about your account so open changes open cases pending changes instance health and news first we suggest you learn how to use now support and you can do that by navigating to The Help Center here you'll find three key knowledge articles to help you understand the now support portal and services next your admin should click on manage accounts to set up who can go cases and who receives important emails about your instances in the instances tab there is a dashboard showing the health of your instances and lastly check out the trust Center this is because it provides guidance and security for your instances that your admin and security team will certainly want to review as you are just getting started with the platform and if all else fails you can ask Cody on now virtual agent at the lower right hand corner of this window going back and looking at now the next resource which is now Community one of the questions you may be asking is how can I get connected to other people using service now and the answer is quite simple join our community so from its Inception the service now Community has been a dynamic and collaborative place for anyone in the service now ecosystem it's where you can ask how do I questions and get answers Community is full of content to help provide the content text for using our products Beyond step-by-step instructions for example you might find code Snippets or lessons learned from other users a developer may post Lessons Learned on how we implemented X or a service now product manager May provide additional product info in an article or video you can also connect with other users in the forums or by joining a service now User Group snug or service now special interest group as well it's also where we list all our live on service now events and meet up where you can take a deep dive and talk with your peers we recognize our frequent contributors as MVPs and Rising Stars which highlights their expertise and enhances their credibility now let's take a quick tour of the now Community if you need product information product hubs are organized by product Topic in the drop down at the top of the homepage discussions connected to discussions by organized roles blogs are visible posts from a variety of experts who choose to share their knowledge groups is where you can find out Ser find our service now user groups snugs and special interest groups as well events has links to our live on service now events demo Center and how to register for the knowledge conference resources is where you can always find the information you need to get started such as Community welcome guide and frequently asked questions there's also an idea portal in here and that's the place to submit your suggestions to request enhancements to the community now on to the next resource which is now learning while all the resources we've shown so far very helpful you may be wondering how can I learn more and feel ready to tackle my service now implementation I want to make sure I'm doing things right service now's training and certification platform now learning provides many courses to help you understand configure and use the platform most roles can benefit from training in now learning administrators developers platform owners end users and process owners just to mention a few training is the key to laying the foundation for a successful implementation and to realize long-term value in the platform when you invest in training for your team you enable your organization to reap the benefits of service now and to configure it properly to avoid challenges with upgrades training is not just something you do at the beginning of your journey but throughout your maturity on the platform let's highlight a few of the key benefits of service Nows training and certification pram programs with our Technical Training you can skill up your Technical and business team members to implement manage and grow the platform you can also support your employees career development through our industry recognized certifications such as our certified Master architect program we also offer custom Training where we develop a program to prepare your process and end users through Hands-On training using company's service now instance if you need to expand your internal resources to support service now consider our Rise Up program it includes coaching training networking and hands-on experience to help early career and established employees skill up to work in the platform lastly you can enable or organizational change management using our expertise to lay the foundation of success for your training investment with our flexible consult Consulting offering if your organization has purchased learning credits you'll need to designate a training administer to manage them more information about learning credits it can be found in the link provided in the zoom chat now let's take a quick look at now learning so you can view our role based certification paths under career Journeys here you can also search a topic such as itm asset management or platform analytics and then refine the learning content results using filters such as content type role product knowledge level that's appropriate to you when you have completed courses you'll be able to show off your achievements with badges on social media if you need support on now learning please access the help centor here so if we wanted to look for a course for example on atsm we could hit the search button and if we wanted to filter by perhaps on on demand and look at a beginner level course we could do that through the now learning portal we can also select the language as English and then hone in on which course we'd like to focus on please keep in mind there's on demand courses available in our learning and also some instructor Le courses so please make sure you choose which is best for you now that you know how to get technical help it's about it's about you may want to know where to find our product documentation the official technical product documentation site at service now is known as docs. servicenow.com or product docs information on this sites is most applicable for developers administrators excuse me okay so information on this site is most applicable for developers administrators and Architects because it's mostly technical in nature however process owners and platform owners can gain insight as well as well as learn about product functionality and interconnectivity you can search for specific information on products applications or features watch a video tutorial or read about whole sections of the platform at a time if you need to frequently refer to specific information and share this information you can also export PDF books we are continuously upgrading product documents as new releases and features become available and we keep documentation available for up to two prior releases that includes store and mobile releases as well let's take a quick tour of product docs to show you how easy it is to BR browse our documentation at a glance you can quickly see the most relevant and useful information or you can utilize the search and exactly what you're looking for and you can even use the filter button to filter by a specific release in release notes and upgrades you can find out what's changed you can prepare by exploring resources for a Target version of your upgrade you can get ready for an upgrade with a step-by-step guide on upgrading the instance provided to you in the featured content section on the right you'll find recommendations to support your instance maturity highlight articles with key information and the latest product news we also provide a PDF Library where you can download the books you'd like to refer to frequently lastly if you scroll down you will find the explore product section where you can find resources for our major product lines such as itm application portfolio management and it operations management you can also select which instance version you'd like to see the resources resources for and for all products you can click on the view all products button here on the right hand side now that you've set up your support process researched your products connected with other customers and taken training you're ready to think about how to implement service now based on experience with thousands of customers we developed our now create implementation methodology it offers step-by-step delivery guidance and thousands of leading practice assets based on our customer outcomes teams Real World experience with customers since 2006 now create provides comprehensive coverage across all aspects of your deployment saving you the time and the cost of developing such material while providing prescriptive guidance which helps you ramp up the service now more quickly what's included well first there is our tried andr implementation methodology with our secret source of successful deployments second our success packs that are like manyi project plans for every product to get you started with project and resource planning the success packs include leading practice assets kpi guidance process and operating models as well as Workshop presentations starter stories and architecture blueprints you can search for these document types independently too because your service now Journey doesn't stop at go live we've also included leading practices around upgrades and enhancements so you can continue to build on your success let's take a quick tour of now create now as well when you get to the landing page you'll find three key tiles here you can start by taking the brief training to learn about how down about our now create methodology then you can dig into the content and search by asset or success pack you can search for Success pack for the product that you're deploying for example HR Service delivery in the success pack at a high level is a project plan from start to finish here you'll find downloadable templates and presentations that you can tailor to your organization that save you from Reinventing the wheel whether or not you use this methodology you'll still find incredibly useful content service now.com so we hope that providing you with information about our resources has been helpful there is one last website we want to mention while you may have already visited our servicenow.com site during the sales cycle you may not have realized that it houses information you may need off the purchase and it helps connect you to the other resources we've discussed as an existing customer you'll want to be aware of a few few key sections and let's take a look at service now.com now so first there are specific pages that there are product specific pages that provide resources by product as well as entitlements by product so it may be helpful to review your entitlements if you're not exactly sure what you own or have access to scrolling to the bottom you'll be able to see some resources and one of those resources will be customer stories so customer stories by product and Industry that can help you see how customers have used a service now platform to achieve their desired outcomes so and lastly through the service now.com site you can learn how service now drinks their own champagne by visiting now on now where we surface how we use our platform to achieve digital Transformations and business objectives so now we are nearing the end of our presentation and it's time for one last poll question if I may how comfortable do you feel about navigating service our resources now of course we're hoping for great results here yeah so I can see some people are more confident which is fantastic yeah great so great to see people are understanding what resources we have available which is fantastic perfect yeah lot of mixed results in the beginning and it looks like everyone was a lot more confident which is fantastic and again you'll have the access to these resources so please do use them in the future as well great so if you feel that you need support accessing and leveraging the assets we need uh we reviewed today and another another product we offer is impact this might be of interest to you impact is a bundle of products and services that help customers get the most out of their service now investment premium technical support to reduce the risk in your instance to give you more control over your platform support from a diverse team of Technical and strategic experts to amplify and augment your own team's expertise personalized learning and coaching as well and access to curated content for all personas in your organization and unlimited ond demand training with your impact package impact itself offers three levels of support and if you'd like to learn more about impact please reach out to your account executive so what's next perhaps some of you are wondering after the overview of these assets that will help you as a new customer we know you may be wondering what do I do next well not to worry we have got you covered this slide is a guide to the activities that you should complete to get ramped up your first course of action is to set up your service now account and get the rest of your team to do the same once your service now accounts are set up join the now community and start connecting with your peers don't forget to register for training because knowledge of the platform is part of your foundation for Success please use this guide on screen as your onboarding checklist as you get started with service now and as we draw to the end we wanted to just touch on some service in our swag here which is we appreciate your attendance and participation following this meeting all new net new customers will be able to select a small gift either a tech utility bag or an insulated wine tumbler which is fantastic so moving on to questions and answers