all right well let's go ahead and get rolling I want to thank everyone for joining us today um where we're going to talk about how you can unlock Facilities Management on service now uh for those that joined earlier uh allow us to reemphasize the amazingness that you have two Brads hosting this webinar I'm Bradford Blair um I'm an outbound product manager uh with a focus on Asset Management products and then I've got my esteemed colleague Brad Sullivan Brad anything you want to add to that other than y the best first ever yeah thanks I'm Brad suvin I help lead our uh workplace Service delivery solution consultant team here in uh in North America so happy to be on and and working with the other Brad here talking to all of you let's do it quick notice of the Safe Harbor we will talk about some road map themes later on in the presentation Safe Harbor applies to that here's our agenda uh we're hoping that you will walk away with the following uh over the next 60 minutes or so we're going to talk about the problem statement why are we focusing on how to unlock Facilities Management on service now there are reasons for that uh we're then going to look at the proposed solution that we offer on the now platform we'll then spend some time on the benefits of it and then we're going to get into a demo Brad's got a demo queued up and we're going to get right into the tool and see a flavor of what can be done as we proceed talking through the slides feel free to post any questions related to Facilities Management in the Q&A icon you should see in your Zoom client um a widget for Q&A uh please post it there um that way we can reference it and whoever isn't speaking um they'll either answer it written right then we've also set aside some time at the end to go over them so uh no no verbal Q&A per se but uh feel free to post any and all questions there and with that I'm going to go ahead and kick off one of two polls we just want to have an opportunity while we've got everyone here to get some of your uh insights on what you're doing uh when it comes to Facilities Management so here is the first question we're just wanting to gauge how familiar All of You Are with Facilities Management uh we suspect some of you are pretty familiar with it but let's put that to the test right now the response rate is I'm GNA be honest it could be a lot better there's a lot of you on here you're all Stellar people let's see if we can get that response areed up a little bit now there we go there we go all right now we're now we're getting your Stellar oh yeah yes we are above 80% and if all those fails apply the 8020 rule um this is a great uh example uh smattering let me go ahead and stop it there um I'm going to go ahead and share the results and as you can see and as we anticipated but it's nice to see it uh we've got people in all of the four granted there's a lot of flavors that maybe don't fall in these four buckets but everyone is in a different spot which is great I'm really excited about that Brad any anything you want to take away from that before we get into the content no I think you nailed it it's perfect uh that's what we expected um you know just to kind of you know as service now we know there's lots of people in different Journeys different parts of of the businesses within our customer base so it's great that we've uh we've got a sampling from All Parts here yeah all right one more poll later but we'll save that for later let me go ahead and move through the slides here sorry I should have extended through to start problem statement let's take a step back and talk about why we're all here facilities management is the convergence of activities required to maintain buildings that is if you could summarize it in a sentence that's one way to do it um this is often made made up of three Key activities first managing the real estate life cycle so that actual real estate portfolio you need to manage it uh managing the asset life cycle by that we mean the assets that are within the real estate and then of course performing service Management on the assets and then of course uh the real estate um experience itself and when you have those three Key activities you'll notice in the middle of this vend diagram is the intersection of the tasks and workflows to bring them together that is what facilities management is all about is bringing these three uh distinct yet interconnected activities together in the service of the facility with that definition we can look at some of challenges that make up this problem uh problem statement and that essentially moving the maintenance ratio from reactive to proactive results in direct benefits to the bottom line and these statistics here are showing the potential benefits of increasingly becoming more proactive in uh those three activities that we were mentioning earlier so if you're more proactive in uh maintaining the assets maintaining the real estate and then servicing them accordingly um there's an opportunity to see uh some Topline reduction in that facility's management spend so these are some of the challenges uh that um are increasingly showing themselves in Facilities Management as we proceed here uh in the years ahead this leads to um not only challenges but with challenges there are of course opportunities um to execute on those uh I'll point out a couple in particular um Rising maintenance costs so this is very um I I find this one is quite acute to what we've been speaking about so far is that as we increasingly have these more complex real estate portfolios and these more increasingly complex assets whether they're connected um by that I mean an Internet of Things type device or still if they're perhaps more old school and not connected uh they're increasingly complex and necessitate um maintenance and so as those costs rise There's an opportunity for us to meet that challenge with more um proactive preventative maintenance um another technology challenge uh that I find quite acute in this um environment is visibility into asset data um this is where the solution we'll speak to here shortly uh offered by service now I think is a key value proposition in that we're taking all of that asset data that may or most likely does reside in disperate systems and bringing it onto the now platform and using that bread and butter um now data model cmdb driven to give you that visibility um so that as your maintenance costs rise you know what assets are impacted and what facility they reside and then knowing do I have uh the equipment parts Personnel necessary to address that need Brad anything you want to add to this just before I I move on to the next slide no I think this is good and then you know of course the you know the broad concept is is how are are the assets and how are facilities changing right how has you know the post-pandemic world changed what we are doing from a Facilities Management perspective as a whole uh you know we've got buildings that that have different occupancy levels than they did before and so that's that's massively changing our approach to facilities do I have to clean them as often as I do um how do I run the systems in the most efficient way do I understand when people people coming in you know starting to tie That Into You know the broader other parts the Space Management components and those sort of things but our facilities management has changed uh because our real estate utilization has has changed as well right so when we look at that challenge and opportunity you know that's obviously a Big Driver as well totally and thank you for the call out ifm that acronym stands for integrated Facilities Management solution so I always try to type out the acronym so thank you for catching that um that's what it stands for these are more data points related to what we've been discussing and what we're trying to do here especially uh with this bottom quote from Gartner is made clear that this is something that is being seen within the analyst environment too now that Gartner quote it is talking about e which stands for Enterprise Asset Management um which is a component that makes up Facilities Management so acknowledge that they're not talking explicitly about facilities management but Facilities Management without Enterprise asset management is only going to go so far um as we've laid out here further and we'll make out here in the uh the solution that we're going to talk about shortly and what we're seeing here is that real estate continues to change assets continue to change and how they're made up and what they do uh there's a uh significant replace upgrade phase that we're noticing in the market um so that just gives some context to some of the things we're talking about and another visual what we've been speaking to uh there's all kinds of things going on in the support of a facility um e so whether it's technology management uh whether it's of you know all these other things that need to be integrated with the management of that facility um right now we find that with a lot of environments uh the process is nonlinear and there's a lot of silos and part of that's unavoidable I mean there's always going to be nuances that need to be addressed what we're curious about and what we're going to explore with our proposed solution is how we can layer a unified Solution on that so that we're bringing um a level of consistency that allows for the people charged with a providing a delightful facilities management experience the data they need and that within the various uh components that make that up the end users are getting what they expect um and it's suited to their needs all right so let's jump into the proposed solution here um I'll kick off this slide and then Brad I definitely want to get your take on it and then I think there's two slides that you're going to speak to um so this is service now's approach to facilities management and you'll remember those three Key activities that I talked about well here's what we're doing to address those on a platform powered by gen and various other capabilities so at the bottom we've got the building in the facilities and managing the real estate life cycle for those uh We've of course got the assets that comprise those and managing the life cycle of those assets we'll get a little I will spend some time later on here talking about the unique consider considerations of an asset life cycle as opposed to a building facility life cycle and then of course the servicing so how can we serve both of those levels of the pyramid that you're looking at here and way that's as proactive as possible Brad anything you want to add to that yep no I well yeah I'll just add a couple of points and and you touched on it right I I wanted to you talk about this and we talk about the solution right it is directly aligned with what Brad was going over earlier around those kind of three bullets or those three bubbles uh that we saw you know a lot of people don't necessarily think of service now historically in this context but I think it's important to understand how we've evolved as a company uh and how we've been going about this for the last couple of years right the idea at that bottom and you look at those three right we have to have a building right whether we bought it whether we lease it whether we uh constructed it from scratch right and what are the things that go into that right there service now part of our solution is around those elements whether again whether I'm building it and and doing a project around the construction of it whether I'm leasing that building uh and then I need to manage those those lease contracts uh then I have the building I have to put things into it right I need things that operate it uh make it run you know do all the heating and cooling allow us to actually use the building inclusive of people right and we're not necessarily talking about the Space Management component but that is part of the solution uh that have to have people in that building if there's not people in the building or things that are going on in the building like we talked about maybe that that facility is no longer of of use or we're going to repurpose it or or get out of those leases right but we have to start putting things in and using it and then we have to service we have to make sure it works right do we have a good service management component to our facilities whether that's the maintenance component the preventive maintenance components whether that's part of the employee experience right as we talk about the concepts of uh of making our facilities places that employees want to be in making them part of our culture centers making them uh a place where we can go to do the specific types of work that we need to do uh we want the facilities to support that and if things are broken or things are not working or things are not supporting our employees that just makes them that much less likely to want to go in and and removes the or reduces the value of our facilities as a whole so that top part about servicing uh is of of utmost criticality if you've got something that you know is always broken uh and you can't use as employee again what does that mean for my employee experience so taking that approach uh that service now does very well applying it to all of the core fundamentals around the facilities management that's really where our strategy is aligned absolutely and Brad while you're on a roll here I'm going to go ahead and allow you to speak a little bit to the workplace Service delivery component of this um I see questions in the Q&A keep them coming in I'm going to see if I can answer a few right now but Brad give us some of your insights on uh workplace service Del yeah so absolutely so as we look at the solution we've got different applications for different parts of this Facilities Management Journey right so what are the things that you need when we talk about workplace Service delivery uh we've got that workplace experience I just talked about that what is my experience from an employee perspective we're going to show a little bit of this I something is broken I need something I have a request from the facilities how do I create this bidirectional interaction with my employees to improve my overall experience uh and make my facilities uh the type of place that everybody wants or and it's and it's being the most uh efficient and productive uh for my my Workforce uh the workplace management component uh a lot of that falls into here the Space Management the indoor mapping that you're seeing there in the pictures uh the mobile experiences around doing things like wayfinding whether I'm an employee and I just need to find my way around the office whether I want to use the map to report that something is is broken or there's an issue uh whether it's my technicians who need to find their way to where that location is and then uh fulfill the work in a mobile uh uh experience right to be able to do that at the point of issue had to come back to their desk and type that back into a uh into a system they can do all of that at the point of of issue uh at their fingertips all of the other parts around uh what we talked about the the lease uh of of buildings uh started tying in all of that Space Management component and then another part of it uh equally important uh but sometimes thought of differently is the health and safety right how do I provide a safe environment whether it's things like workplace injuries uh that happen in the own office and do all of the reporting and and governmental standards that happen around that whether it's just doing physical security uh these types of things around the health and safety of my employees in the office becomes bigger and bigger uh to the point where this is being legislated globally in in many different ways but very specific requirements around the health and safety and so a comprehensive solution around that component so we go to the next one yeah just cck here yep I think it's oh you pick up here yeah exactly so I'll speak to this a little bit and then G to tag team back here with Brad um on some more in-depth uh feature slides but when we talk about asset life cycle management which is very much in service of what Brad was just speaking to um the facilities management solutioning on the now platform offers multiple out of thebox workflows to uh address the functionality for every asset like life cycle stage so you can see right here what we've done is is our our product offering um within the facilities management solution uh from basically planning to retiring of the assets and parts we have various features and workflows to address common use cases um should there be unique considerations for uh your or organizational needs which there always are as always all of our workflows can be configured as needed in a low to no code format um but that said you can see the ones that we found through um our due diligence both internally and then working with um design Partners Etc we've got a lot of out of thebox workflows that I think it's pretty safe to say you're going to be ubiquitous regardless of Industry um that the facility uh is servicing um I'm going to speak to some of these here in a second so uh if you're looking for more info on all of these please by all means head over to service now docs um and that's something that you can look into but I'm going to talk about some of these more here in a second let's talk about those solution benefits a little bit and Brad is going to go ahead and talk about a few related to um workplace service yep so you know what we're showing here is just a couple of Concepts around the employee experience right we're showing this from these screenshots in the mobile we'll show some of this in the live demo as well all of this is avail able in the the portal or the desktop browser type uh interaction as well but when I look at the employee experience what are the things that I need uh and how do I interact with my workplace right case management work order management something is broken I want to report that issue in the workplace I need something right this may be tied to my data activity I I need catering brought in or I want the room set up in a certain way or I have different requirements for my team meeting uh as I come into the office what are the things that I need and I want to request or again identify that something is is broken or or in need of repair I'll be able to provide that experience to the end user U make reservations find Space whether it's a conference room training room parking space Locker any number of different type space interactions uh can I reserve those again that little bit uh not what necessarily what we're talking about today but I'm also tying that into the facilities management component so maybe I'm booking a space uh and it's part of that reservation I need Services brought in to support that reservation so can I tie those experiences together and so I don't have to jump between multiple systems to get the things I need to support my day-to-day activity in the in the workplace the mapping component uh you know how do I use the maps whether I want to find the type of space whether I want to navigate around whether I want to report an issue on that map pull that map up and say Here's Where the problem is and it pre-fills in all of that information for my facilities team the back end like we talked about using the technicians being able to navigate and wayf find to where the issue is uh tying in visitor management uh so again I I have visors visitors coming in uh what is the visitor experience as well as the experience I employee have for registering those guests what are the services activities that potentially tie into my facilities team to support that interaction um maybe we need something set up again to support uh a group of visitors coming in we have badging requests any number of things that come into my facilities that have to be done to support the overall visitor experience and then we tie that into the overall service now uh portal and employ experience uh service now's strategy is around a single uh pane of glass if you will a one start shop for people to go in whether they have it needs or HR needs or workplace needs legal needs where's that one place they can go to find what they need and not have to jump back and forth between different systems so uh the facilities management the workplace Services all tied into that same strategy of using that unified portal for employees to go to to interact all right and then the next one now I think we're going to kind of jump into what is the back end right so you've got that front end what is that employee experience how do they interface how does that start to feed into the back end right so whether that's what we call our workplace Central that workplace or workspace excuse me for uh my facilities technicians my space managers to go in these are the how I do my work from setting up my maintenance schedules to working the cases that come in to understanding the analytics around what's happening how do I do the work that I need see the leases that I have um all of the information from a backend administrative perspective how do I start to see that in one place uh do the Space Management move management I'm moving the people in and out I'm I'm redefining my space and how that's being used understanding my occupancy and my utilization metrics uh that tie into my facilities uh we talked about the maintenance and the lease as well right so this is that one place where uh the backend my admins my teams they come in they do the work that's specific to them uh and then feed all of that up into my analytics to help me make more intelligent decisions and of course all of this being tied into the AI components how does AI start to drive uh insights in analytics uh so I don't have to necessarily dashboard everything there's so many sources of data in the facilities World whether they're our ticketing systems whether our sensor systems our building automation systems uh those are providing us lots of information a lot of times the challenge is how do I understand and analyze the information that's being presented to me so can I can I pull that together from different sources right through service Nows integration framework you're going to be able to pull data from different sources put that together in the one place to analyze it and then leverage the AI to do a lot of the analysis for you um just kind of we'll kind of do through here right we talked about maintenance can I create prevented maintenance schedules prevented maintenance schedules are you know I think fairly straightforward in the industry I need to do maintenance uh on these things at this time uh and how do I track that is starting to be done we'll show a little bit of this as we go through the the live demo next right case management works workspace experience I need that experience from the front end what is the employee experience how do they interface with the technician so not only the employee experience the technician experience do I have a seamless back and forth maybe this starts to tie into external vendors same with the preventive maintenance component how do I tie this into third parties can I easily send this off to other depart or I'm sorry to other vendors uh how do I interface with them lots of different ways to do that uh from the service now portal into their system whether they're coming into service now in a Vendor Portal to do that whether I have a dispatch component right I have a field team that is going to go out and uh do the work or a vendor that's going to do out do the work but I have a uh a dispatch team that is taking in customer support cases uh and dispatching the maintenance out to those teams right that's all tied into to depending on the use case you have and you may have multiple different use cases whether you have you know a certain capability that and and a process that you're using for your corporate facilities and a different one you're using for your remote retail field sites those are very different animals but we have the solution uh for both and then we set it up accordingly uh to make the best use of that yeah uh Agent app again whether that's the uh this is for those technicians they need to be able to come in do the work at the point of issue we'll show this in detail in the demo yeah exactly so exactly so please uh we're going to show a good amount of this in the demo so um we want to make sure we save time for that so uh in addition to that um let's talk about some of the asset features and functions that will be performed in service of what Brad was speaking to just now so this is an example of an out of boox workflow um that that comes when when you you know invests in the facilities management solution and so what it shows is that it IT addresses multiple uh personas within this facility's management experience so the moment an end user identifies the need for an asset and uh vocalizes that need um often through you know the service portal um or perhaps otherwise as well um that will allow uh the person in charge of asset management regardless of what their title is uh to check inventory and then determine do they have existing um inventory that they can pick or transfer from or if not go ahead and initiate that procurement so that they receive the asset that need is met and oh by the way every step of the way that's been done it's been documented uh with data on the now platform so when we're talking about AC chir to install workflows assets and service of these facilities that's something that is uh very well thought out of on the now platform and fundamental to what we do this is one example of the Enterprise asset work space which comprises the facilities management solution and so what we're looking at here is specifically the procurement module and this is something you can think of as a central hub for your procurement life cycle and you service now is all in on The workpace View and providing these increasingly uh visualized driven data environments so that you can look at things with key metrics relating to your vendors sourcing requests and Order statuses so however your organization handles procurement for your facilities uh you can address that in this procurement module and then have a way to report on it not only for you and your team but for who your stakeholders are um that need to be informed accordingly asset total cost of ownership this is a really cool feature I'm speaking personally I think this is a feature that it I'm real excited to see how customers continue to use this and especially as we you know work more with facilities uh use cases what we're showing here is if you look at that second screenshot down there you obviously see three bars uh that make up that gra uh in the middle that solid blue bar that is The Benchmark cost for an agac made by a specific manufacturer and so out of the box that Benchmark is calculated at a percentage based on the uh Purchase cost I I don't remember the exact percentage off the top of my head but the point is you can configure it so you can choose to stick with that Benchmark cost or you can choose to amend it based on your own internal due diligence of what an appropriate Benchmark cost is so what that's telling us is hey we think that is a fair Benchmark to assess uh how much these assets should cost from an ownership perspective um on the left side of that blue bar is one type of model of HVAC made by this manufacturer and what you can see right there is and I recognize some of the prints a bit smaller uh what that's showing is is that the various costs uh related to maintenance related to servicing related to procurement that add up and clearly show that that asset is above the Benchmark cost and then if you look on the right hand side you will see the other model uh that shows while it's perhaps closer to the Benchmark cost than we would like it's clearly less from a total cost perspective uh compared to its uh shall we say competitor model um on the left-and side this data allows us to really look for opportunities if we go back to the challenges slides that we were talking about earlier what are ways that we can first and foremost ensure that we're we're servicing our facilities correctly and we're providing a great experience that's Paramount are there ways that we can do that in the most cost efficient way possible if both of these hvacs are providing a great experience for the end user then perhaps we need to seriously consider standardizing for the HVAC on the right um that's just one example of the total cause of ownership feature whole lot more to discuss about that I encourage you go to Docs uh would love to hear your thoughts on it more as well uh feel free to add more questions to the Q&A I'm going to talk a little bit about road map themes and then we're gonna stop with the slides and get into a demo so Safe Harbor replies and these are this is obviously very high level um there's a lot of nuance below these but what are some of the themes that we're discussing um the two that stick out to me well I should say three and then I'll allow Brad to provide any of his thoughts as well uh if you go to the upper right you'll see the modernize uh I know we've gotten a couple questions about mainenance plans and maintenance schedules so we're looking at ways that we could potentially leverage uh geni uh to plan maintenance across asset models uh so going back to the slide I was just talking about for total cost of ownership identifying the most cost-effective models and service of our facilities what's a way that we can really enhance that um both from a usability and Effectiveness perspective with Gen so that we can get more proactive in what we're trying to do and if we get more proactive we think we have some opportunities uh to reduce the bottom line for our facilities management staying with geni uh I invite you to look in the bottom left for Next Generation employee experience so again using gen what are some ways that we can perhaps create a great workplace experience with those intelligent recommendations and then that interactive workplace assistance so if you think back to that acquir to install workflow what are some ways that we can further enhance that for the end user uh to make it even more easy for them to uh submit the need for whatever uh be it an asset or a servicing facility and do it in a way that's efficient and effective as possible another one that I'll highlight and then I'll allow Brad to add some insights is uh smart building Integrations and insights uh while this isn't perhaps tied to geni um I always like to find Opportunities to talk about I said it before the bread and butter of service now and this is exactly that what are ways that we can bring all this data that's increasingly coming from everywhere even for our buildings and our facilities and Ensure sure that it's working on the now platform and so that when we task our technicians to do things within our facilities they're working with the most accurate and most reliable data possible um this is fundamental to all these things we're talking about and the ability to ingest all that on the now platform um is just something that we we continue to keep our eye on um as smart buildings continue to become the normal Brad anything you want to add to that no sorry I was trying to answer some questions here but I think that's great you know the the the big driving theme that you talked about was how do we continue to expand the the experience for both the employees and the backend agents uh how do we be able to pull in more data and analyze data how do we start to get data from other uh other systems and how do we add that Ai and I think you covered all of those uh I just just reinforced that uh and then I I know there's a question in there around the overall reporting and analytics capabilities at a broad sense that is something we as a platform continue to invest in what does uh our performance uh analytics and our platform analytics capabilities do from that uh and as well how do we continue to drive AI into all of the analytics across the platform not just in the facilities management capability right all right well Brad uh when you're ready feel free to grab control of the screen and get us out of these slides let's check it out absolutely the product all right yep uh just do a quick T all right so we'll spend about 10 minutes or so I want to leave time for for Q&A or make sure we get to everybody's questions uh and some wrap up here but what I'm going to start with is what does that employee experience start to look like so I'm going to bring up and we're going to at my mobile phone here um I'll give that just a quick second make sure it all comes up so you're looking here at at the service now mobile app this is where employees can come in they're looking again what is it I need from the business whether it's it HR workplace Etc that single place where everybody can go in of course this is all available on uh uh in the portal and the web page as well we're going to show up from mobile here for purposes of this demonstration but what are the things that are being driven to me uh from a event perspective what is happening in the office today uh or next week what are the things that are happening I could come in here and let's just say we're going know we're going to kind of look at this from a maintenance perspective or facility maintenance I've gone ahead and pre-typed this but I'm looking I some issue with maintenance there's a catalog item to submit a maintenance request maybe I'm not entirely sure this is a maintenance request so I just want to submit a general request I'm going to click on that there and it's going to bring me to that form here um and it's going to ask me the questions what can we help you with where is this issue at uh is this on a specific asset that that you know is it something that is mine uh that belongs to me is it something that's just in the office in general and any additional details um I'm going to kind of skip this I'm not going to fill this out this is available here uh but what if we could make this even easier right what if I had the idea of uh QR codes in all of my spaces I'm going to kill the app and I'm going to open up and I just walk by there's an issue in the room or in the in the restroom or the break room or in my conference room and I scan the QR code and the QR code now takes me specifically to the app again and now here's that space now I can interact with that space as well I see the picture of the space I understand it we can tie this into the reservation management I could uh Reserve this space but if I click up here at the top you can see I could submit a request and now I'm just going to submit that request you can see it brings me to that same form we just had right that same thing but what it's done is it's pre-populated the location I don't have to go down and pick what the location is the QR code immediately lets me know what that case is and then it might when where those assets are it might have that list of assets that are pertinent or in that room so if I want to pick something in there I could pick that but we could just say hey uh something is broken right maybe it's the projector Etc and or or the video conferencing equipment maybe just the room is too hot one are the things that that might uh require facilities work in here and um I'm going to go ahead and submit that so now in just a couple of clicks scanning the QR code I've reported that case we've created that experience now uh so where I'm at as the employee I can go ahead and submit that issue uh and move on with my day I haven't burdened the employee with asking a bunch of questions about what the asset is what are the details about it uh you can simply just say hey here's what the problem is you can ask more uh questions all of those forms are configurable those who understand or or work with service now every day know how easily you can configure these forms uh but the idea is how do we make an easy experience for somebody because this is a lot of times our front end for our maintenance uh uh component so how do I start to bring that in U make that very easy to report now I'm going to jump over now what happens with that case right now I'm going to kind of jump over we'll drop this off so it's not that's distracting now I'm into the agent app right I'm going to go ahead and refresh this because we just opened up a new case uh but I came in I'm in the service now Agent app and now here's my overview as the agent right I can see the work that's been assigned to me uh this is uh all the different work that has has has come in uh here's some group work right the unassigned work and here right there on the left that's that case that we just opened we said something is broken here's that space so now I can see because that case was automatically assigned to my group uh and through the audio assignment rules based on where that case was opened up what type of case any details about that that can help assign it to the appropriate team uh maybe we assigned it all the way down to the individual but in this case we've assigned it just to that team and now the team can look and see what their group work is and they can see all of the unassigned work I can simply open that up and now I'm going to go ahead and pick it I'm going to sign it to me uh because I'm in the area I can now go ahead and work this case it's now been assigned to me I can see the information about it I'm going to come back into my workview because I want to see something very specific but now it's it would be in my in my work and here we go we're looking at all of the different things maybe at the same token I have prevented maintenance so that something is broken case was open to me uh I opened it I assigned it to me I walked by it was an easy fix I'm done uh but the next case I see I also have now a plan maintenance case it's in the same place the case is created this is my work whether it was corrective whether it's preventive it was sent to me uh I'm looking at this preventive maintenance C case for this h back system that's been set up and I have all the information the location the asset details are all in here what maintenance plan record it's been assigned to all of that detail is here for me that is all generated by the uh maintenance schedule and then presented to me as a technician with how I start to to uh format this I can edit this uh I can also click up here on our little map icon and now I'm bringing up that map and I can see on the map where this particular asset lives uh and where this issue was opened up I'm going to come in here I'm going to get directions and we're going to pick a spot just something simple over here and now I have those turn BYT uh directions uh taking me through the office I can go between buildings up and down floors through campuses uh into the basement out into the parking lot Etc wherever I need to go from a mapping perspective I can also have a multiple routes if I need uh Ada type routes that don't take me up and downstairs uh or you know through the front up up they take me to the wheelchair ramp Etc whatever I need from marking the different routes I can have that there and just to bring up some additional information we can have things like checklists so here's the checklists I have for this particular asset this is driven by what that maintenance schedule was what template has been provided here's all the checklist items I need to go through I can Mark these off one by one as I'm doing this maintenance uh if I even want to see any attachments I don't if I don't have any attachments maybe I have the manual set in here we'll see that in another place but all the different information is available for me here I can take a picture of it add additional attachments into the case I can do all of the Fulfillment here in this case uh as I come through uh and and as I make the updates maybe I'm sharing that back with uh the person who opened the case so they understand what's going on how it's been moving or maybe I'm even uh assigning this out to a third party right so I know that question has come up but this has been assign to my team maybe I need to reassign this case out to a vendor uh and it's going to sign them out and through various different mechanisms that vendor can now pick this case up a couple different options that that exist there whether we just let them know and they work out of their system whether we build an integration into their system or whether we have a Vendor Portal where they come in and actually do this and interact with service now all of those options exist for interaction with our vendors who may or may not be doing the work uh and then because it's service now I could tie in potential child cases you can see here I have child cases and child tasks maybe there's an IT element we talked about the idea and the proliferation of iot into uh our building automation devices maybe there's an element that belongs to the network team that's why this isn't working there's a problem with the network connection I need a child case or a child task that I rout off to my it team this could be very easily done and because it's all on the same platform very easily no integration required the IT team can work out of theirs and as they update in say itsm uh the notes would get updated here I can track that at the broader level of the uh maintenance work order rapper okay so now we've kind of gone through that experience the we we've gotten the case we've opened it we've we've worked it as a technician how do I now start to understand the broader maintenance components of um of my backend what does my maintenance start to look like so we're in here in our workspace this is the new uh the newer uh uh service now workspace uh but this one starts to show me different informations about my assets and my facilities maintenance I'm in here looking at my work management component I can see any number of different factors here uh the work that has been opened all of my maintenance plans U details about how the work orders are progressing what state or what priority they've been in how they've been assigned to the different groups what does their workload start to look like what are Trends and Analysis around the work how as a manager can I do this or if this was just you know this could be uh unique to me as an individual and it's just going to show me my work that's been assigned to me as an individual or me as the team or again looking at it at a broader facilities component but I'm going to jump in here to a to a maintenance plan you can see all of the different maintenance plans we have set up we can have as many as we want we're going to go ahead and look at one very specifically I I've already set this up but the idea is I need to create a maintenance plan on things right and so we've created the filter what are the maintenance plans that we're going to do maybe I'm doing it on on my hvacs in this case uh but I want to split it up I want to do uh HVAC maintenance on half the building uh on one schedule and the other half on another schedule just so all of them aren't coming due at the same time how do I start to Brak break that up uh I can create multiple different plans I can see what the schedule is for purpos of demonstration we we made a weekly one but I can set up what that trigger is whether I want to open this up uh based on a duration based on a meter uh based on a condition right this is where we start to tie potentially into that building automation stuff those details can trigger when these maintenance schedules are going to come out maybe it's based on a certain number of hours or if it exceeds a threshold a temperature threshold a sensor is telling us it's going to open up a case on that uh we can set up different things the time when we're going to do it when it's open how much advanced notice do we want to give our technician what templates are we going to assign to it so as the uh the case gets created we're going to apply a template so we know it's going to get it assigned to this group this is the checklist this is the manual we want to provide all of that information is prepopulated into the case based on the template and you can have all the different templates you want what is the details of the case when that technician gets it all that information is is in they're consistent uh they all know what is to expect and they have the same information based on the type of work that that schedule is creating we can see in he all of our records these are the the the six uh assets that are part of this schedule we know when it was last run when it's next going to be run and what are the work orders right now we're actually starting to come in here and and create these work orders uh and as like come in I can see the details of that particular work order we looked at a work order on the mobile side same thing from the desktop side I can see the information about it those tasks those part requirements as I start to fulfill this maybe I need to start consuming Parts they're coming out of stock rooms uh I'm Auto replenishing those parts as I start to use them up uh and again tie in that mapping capability to see exactly where that that asset is um as I come back in now the last part how do I look at the specific asset so we've talked about the maintenance right we've done the maintenance we've tie that into the preventive maintenance scheduler and by the way that preventive maintenance scheduler as you onboard these assets uh I can start to immediately add those into my prevented maintenance schedule so when I onboard the asset it can go right into the uh prevented maintenance schedule required for that asset so I don't have to do a lot of work to go readjust my preventive maintenance schedule I just simply say any new assets that are of this that meet those filter conditions go ahead and bring them in next time that runs that asset is now included in that maintenance schedule but when I want to look at you know another example of dashboarding by the asset specifically right I'm looking at my asset estate here what are all of the different details about it uh and and I won't go into into all of the details but I want to start to understand what assets are up for refreshment uh do can I know what assets are coming due end of warranty end of life can I forecast that out based on the cost uh and start to say hey I'm going to need budget for these particular assets next year uh and it's going to cost me about this much money and I need budget to start replacing some of these that are coming end of life can I start to make repair versus replace decisions based on how much we've uh you know what our total cost of ownership of those assets has been but I want to come in here and look at specific assets uh and I'm going to see here we've got uh this HVAC in here system in here now I'm start to look at the details of the asset itself here's that manual that's associated to it again I can bring in the map where does it actually sit in in my portfolio all of the details about that asset when did I buy it and this is full life cycle from the time I bought it to the time I dispose of it what is the information about it uh down to the failure risks uh TI this into my overall risk management components of uh you know specifically to these to these uh assets uh financial data depreciation Etc all of this I can start to understand about my asset and report and make decisions on uh if I want to understand my warranty contracts on it that can be all in here the maintenance plan records that this is assigned to any knowledge and of course the history of work orders so that's the full detail of the asset that I'm now starting to track and tie into the overall portfolio and and estate of of assets that I have so with that I'll kind of wrap it up here uh from a demo perspective uh but if you have any questions pop in the chat with that I'm going to stop sharing and and hand it back to you Brad there thank you so much Brad uh there are a few questions in the chat so let me go ahead and pull up the slid so while I'm doing that feel free to address a couple of them real quick yeah so I'll I'll just start yep while you're doing that the jerem you had a question regarding employee Center and the ad aox components tie map data and the current Incident Management so what when we talked about that mapping uh mapping as a application is now available throughout the platform so uh we have indoor mapping that provides you the space hierarchy so those familiar with service now the idea is we had a location table uh indoor mapping provides a hierarchy structure space floor building Etc that is going to be available across the platform if you have uh let's say workplace Service delivery that uh that hierarchy is now available to all of your applications you can start using that it's just an extension of the location table you can start to leverage that now each of the individual products use itsm HR Etc they will take that indoor mapping they will adjust their road map and add components in to see their particular use cases on the map so if you want to start to see it assets or HR cases Etc the use of those will be driven by each of the their road maps but the hierarchy and the and the structure of the location data is now driven by the ability for indoor mapping to be available for all products um indoor mapping as well is available as a standalone uh for those uh products to consume as well and then Brett go ahead BR I I was going to go the next question if you want to jump yeah so we got two questions related to QR code so I was mentioning earlier that uh to my knowledge Enterprise asset management doesn't actually create QR codes but obviously you showed how it can ingest so maybe you can just give some more specificity on the origins of that and how that works in the future yeah so so what we showed there was a QR code the QR code is generated at the Space level so part of what I was just talking about that space hierarchy uh creating the space records that is an outof thebox functionality of the Space Management component uh and and the and the space record component to be able to generate a QR code uh that QR code is specific to that space so uh leveraging a QR code um you know for for different elements right those you can start to create different ones I know em you have the asset readers you know if you have barcodes right so really it's about hey are we looking at QR codes barcodes Etc what is the use case of that the one we showed today was specifically tied to uh interfacing with the space record itself awesome uh we did get a question uh for those of you that are interested in hearing more heck yeah uh depending on whether you're a prospect or partner I encourage you to reach out to either your partner manager at service now or uh if you're a prospect or customer your account executive and then they can get you hooked up with the correct Personnel may end up being Brad ey or may end up being one of our colleagues who some of them are at a conference right now so uh that would be my suggestion for that um let me go ahead and we're getting here at time here last thing I want to do is keep us over but I know we do have a few more questions go ahead Brad I was g i was G to take on the micro site question another question from J leverage micro sites for locations absolutely excellent question the answer is yes a lot of our customers are doing this the idea of building a micro site that is specific for a location happy to demo that for you but yes this is my office here's all of the ways I interface with whether it's the from the space persp ECT to make a res a reservation whether it's opening up a case just understanding what events are happening maner sites are a great way to direct your employees into the employee Center to specific um workplace and and Facilities uh requirements um the is it linked with FSM I'll probably I'll try to I'll just chug through these here BR a little bit uh sure is it linked with FSM absolutely it it can be yes so if you want the prevented maintenance schedule to create an FSM work order because it's going to be dispatched and you want to leverage the capabilities of FSM uh then yes right but what is what is the difference where do you bring in FSM uh versus you know kind of traditional maintenance the idea is what is the use case right FSM is great at the idea of I need to do dispatch I need to understand who's available at what time and get a technician out or a vendor out at that specific time so 100% yes could be tied into that story leverage it for for what FSM does uh the can we use GIS with FSM not try um I'm not sure I understand or know the answer to yeah maybe whoever asked that uh if you willing to provide some more specificity in a followup uh question uh written or uh reach out to your account or partner rep to to give us more specificity on that uh thank you for meeting us uh with with that additional info let me go ahead and Brad's gonna keep an eye on those questions here but I do want to take this opportunity to just get a feel for where everyone is on their facilities management Journey so let me go ahead and pull up one more poll here as we wrap up all right so just want to understand where people are um feel free to let us know we'd love to know no and by all means do not be shock there is no right or wrong answer good response rate it could be better and everyone on here is the best of the best I know it especially those of you that joined around the globe in the L AMS friendly time zones thank you um it is a global world that we live in so appreciate you all meeting us uh here uh we're getting close to time so I'm going to go ahead and end this poll but I'm going to share the results and uh you know Brad curious to get your take on this a lot of people are evaluating which definitely Falls in line with the problem statement and some of the things we were discussing earlier so we're certainly excited by that Brad anything you want to add no I I think it it m this is very common right as we talked about the world of facilities is changing has changed right uh and everybody's trying to figure out what next yeah exactly exactly well uh ladies and gentlemen we're just about at time here so I really want to thank you all for joining us and Brad thank you for that great demo and asking a lot of those or helping answer a lot of those Nuance questions um if you're interested for more info on Facilities Management as I've been saying uh please do reach out to whoever the appropriate uh contact is for you whether you're a partner or a prospect or customer and um it's very likely that you may end up on a call with Brad ey or like I said one of our colleagues that's um elsewhere right now but with that I want to bid you all do stay cool for those of you they're in the hotter parts of the world um and with that we'll go ahead and wrap it up for the day so uh thank you all very much and enjoy the rest of your day thank you all