all right I enough f up to you thank you thanks thanks Nat and hey everyone good morning good afternoon good evening from wherever you're joining I'm abav Shaker and I'm a product manager at itm and today in this session we look uh look forward to sharing with you uh the details around what is success dashboard and how success dashboard could help you measure and improve the value from itsm implementation at your organization so looking forward for an engaging discussions Q&A and feedback from your side so a quick uh safe har notice here we would be looking at few of the features and capabilities that might come up in future so we would like you not to make any purchasing decisions based on that on based on them so let's Jump Right In so before I start off our session I wanted to ask you all a quick question and how familiar are you with the concept or the solution which is uh success dashboard um have do you know about it are you using it or just uh know the know bit about it and you are here to learn more so this would help us also to Deep dive and understand where you are at in your journey of success dashboard adoption at your organization so we see the votes coming in and it looks like most of you are somewhat familiar with the concept so that's and in this session I hope you would take back take away learnings from what you what what are the capabilities and how it can benefit you so we'll give uh 10 seconds more to see if he can uh get some more words and end perfect so in today's session I hope whoever um of you voted for that you're somewhat familiar with it and you're here to learn more about it you take back on what we have been doing with this particular uh capability and how you can leverage it at your organization and if you're not familiar with it it it would be a a session where we start from the scratch explaining where we started off this particular project and how you can again leverage at uh leverage them the this solution at your organization so with this let's right jump uh let's Jump Right In so the first thing that I wanted to talk about is uh what are we solving for with success dashboard so during a few of our C customer conversations what we found out that currently customers like you are having difficulties in understanding what's the value from service now implementation and specifically what are the contributors to this overall value that you uh that the overall value from service now implementation and in this particular context specifically the itm implementation that you've carried out now one of the reasons that we got to know from our customers was that they wanted to uh to know about the value so that they can understand how to maximize the potential uh or the maximize the benefits from the implementations that you just carried out so that's where the leadership wanted to understand and uh understand and gauge value of whatever you have implemented at your organization now on the other hand we also had process owners who are the I would say the stakeholders who take care of all the processes defined at your organization and while they wanted to understand what's the value from the implementations that that they worked very hard on implementing they also wanted to understand how can they defend and uh defend the number that they seeing defend the value that they seeing on the dashboards or any kind of dashboards that they're using and for that they wanted an capability where they would like to drill down to the transaction level details so that uh this information would help them take right decision on how to improve the value on it so to help our customers with these challenges we came up with something which we term as success dashboard and success dashboard is supposed to be that One-Stop shop for you to gauge the value from service now implementation and while you understand the value from it you also get those actionable insights to continually improve now when we talk about the solution itself let's talk about what are the sent features or the Salient attributes that we kept in mind while uh coming up with this solution so one of the things that we heard during a research was that uh uh service now being a leaders in the itm space we uh our customers wanted us to prescribe those metrics that U those indicators that they should be looking at to track the value from the implementation now that gives two benefits to all our customers a service now is defining those metrics B all of the customers are being uh or all of the customers are judging and gauging their performance on the basis of the same indicators now why are solution is prescriptive one thing we did keep in mind while designing this is to uh keep in mind that many of our customers would have U business related uh customization at your end so we've get a we have kept our solution framework configurable as well so so that you can associate the business metric or the value contributors depending upon the customization and depending upon the processes that you have at your organization now the other aspect that we uh were very particular about that success Dash which should always have is transparency and defensibility now we would uh we wanted our customers to not just see numbers on the dashboard but rather infer it and defend it with anyone they presenting this number to and how we are doing it is through ability to drill ability for you to drill down to the transaction retails so while you have a bird's eye view on what the overall value looks like you would also be able to get into the transactional details on what is rolling up to that over AR value now when we talk about success um there are multiple I would say lens that we would uh uh gauge and understand and measure the success from right so on success dashboard you would be able to uh understand and measure success across the products and capabilities that you've implemented that's the first kind of metrics that we have which is the value metrics the next piece that we have or next uh thing that we help you out with is um we help you understand how of how each of your processes that you have defined at your organization functioning and we are helping you do that by helping you measure uh measure these day-to-day uh functions by providing you out of the box metrics on operational success now finally while you are uh evaluating and measuring success internally we also wanted to provide you an outside end lens as in how your performance how are you performing in comparison to your peers by leveraging the out the box benchmarking capability that we have now we would be looking at how all how are we or how sucess dashboard helps you understand value from all these three facets and in this session today we'll cover all these three pieces um Nat um let me know if there's any questions on Q&A or chat uh else we can jump right in on a big demo for what such a St for us you can go ahead I don't see any question question and not in the chat either so all of you in here thank you so much for making time and before we jump into the demo if you have any questions please use the Q&A and uh we'll be happy to monitor them you can also drop your question in the chat but if you use the Q&A it really helps us to be able to do FAQs afterwards okay no questions so go ahead abav perfect um so uh first and foremost thing that I wanted to talk about is how how do you get success dash for for you on your instance so success dashboard is available as a store application that you can download and install now once you've installed it um you would see a new menu that you would be uh that would be available for you to leverage which is specifically around success dashboard once you navigate to it the so the first thing that you would notice is that there are multiple types of metrics that you would start seeing uh when you land up in suus dashboard now the first uh kind of information that we are sharing of the first kind of kpi that we uh we have on success dashboard is what measures value and quality of services uh which is specifically from the products and capabilities that you might have implemented from ipsm the second set of metrics that we have on sucess dashboard is all those operational day-to-day metrics that matters the most to you around itsm workflows like incident uh problem change request and other itm processes that you would like to uh measure and evaluate day over day so that you are uh to evaluate the performance of the processes defined at your organization and the final set of kpis are uh where we are trying to provide you an outside in perspective like I was mentioning where you would be able to leverage benchmarking uh benchmarking capability where you would be able to understand how your performance is in comparison to your peers in different and that two you would be able to understand how well you're doing in comparison to your industry uh peers versus region Regional peers and so on and so forth so let's Deep dive into the value metrics part and U let's talk about what do we have here on uh what we have here for you all so when you land in success dashboard specifically the value metrics part you would see that we have two categories of metrics or kpis that we um that we have with the base system the first set of metrics is what we are terming or categorizing it as performance overview now performance overview has all those kpis that helps you understand or helps you um has all those kpis that helps you understand how well it um itm capabilities and products are helping your improve the productivity of your agents or is helping reduce the impact on the employees who would be using these capabilities so um those are the set of KS that you for we'll find on performance overview now the second category is service quality and service quality uh I bucket or the category has all those metrics that helps you understand how well your service organization performing and providing those services to your employees so I'll uh start off with performance over overview so the first metric and the kpi that we have here is salol percentage so what is cell Sol percentage let me just uh talk about that a bit so cell Sol percentage is anytime an end user was able to resolve their needs without engaging with an inent that's what we are calling cell now you would be able to get or understand how is this metric calculated on the dashboard itself you do not need to leave the context of or the the space of success dashbo you would be able to understand what what all are the value contributors what does cell Sol in U sell Sol internally considers while it comes up with 16 16.91% now let's say for this particular customer the sales all percentage is 16.91% I would have an option to go into the details and see what is it that is contributing to uh the 16% odd sales H rate at my organization and that's where you would be able to see U that uh we have a breakup of what all are the value contributors that RS up to the overarching cell Sol rate now we start off so if you uh if you look at the kpi we have laid it out in a hierarchical way where you start off with the 50 ,000 ft view into the value and then start drilling down into each of the contributors now if we just uh double down on Cell Sol there are multiple product capabilities and I would say engagement Channel through which we help our end users uh achieve self resolution we have virtual agent as one of the key capabilities that helps in sell Sol uh in improving cell Sol we have knowledge attitude as well then there are there are search in uh I would say search engine search capability uh which is AI search that helps in again deflecting the calls from the agents queue and help end user resolve their needs by looking at what summarized output is given to them finally we have automated resolutions uh where we have we are considering all those automated resolution Frameworks that helps the end user resolve the needs without engaging with an agent now I'll touch upon how are we calculating it calul calculating each one of them on a very high level but before we go into it N I see there are a few Q&A should we go through it yes that's absolutely a very good moment uh to uh to answer some of those questions a few of them have come in um so let's um let's start so the the easy one without the licensing requirement so success dashboard is available for your itm pro subscription um so that's an easy one uh the first one as well is is Success dashboard available out of the box are there requirement needed to use this IE specific version of service now or patch version perfect so um uh so ipsm value metrics that you're seeing is and the operational metrics is available with ASM Pro benchmarks as a capability is available for all our customers because we want you to have an outside in lens on your uh performance now when we talk about uh the uh version the version that you're looking at right now is compatible to Vancouver Washington as well as zanadu so you can if you are on any of the three versions you would get the U get the exact thing that you're looking right now in this demo instance and um when we talk about van Washington zanadu it's uh uh I would say compatible with all the patch versions there's no patch related uh specific requirements there okay good um so are there uh are the dashboard interactive where you can drill down into the charts to obtain details yeah I'll uh cover that as part of my demo Donna so I hope that would answer your question oops hang on what is the difference between success dashboard versus performance analytics currently only admin can have access to Performance analytics does success dashboard require admin capability to to access only so success dashboard comes with its own roles and I would say Persona so we looked at two personas U which is leadership leaders and process owners so we have uh two roles that we have provided and it does not require admin admin go for you to access the information that you're looking at though there's one difference that I would call about uh between a Leader's view versus a process owner's view when they come into the dashboard and uh uh one thing that I would like to uh talk about which is the first part of the question which is what's the difference between success ly versus performance analytics performance analytics I would say is the base of uh it which is the pl uh it's the the uh the platform on which we based our our dashboard The Experience uh that you're getting around how to infer a particular in uh uh indicator the insights that are getting added uh that we would see in the later parts of the demos is something that is built in on top of uh I would say the sexus national framework um um so there's a there's a question in the chat um if so I think right now I think it refers to the success dashboard does it have industry Benchmark uh so the industry Benchmark I would say I would say that they are in um in the Benchmark where you can Benchmark with your peers per industry um so you yes that's right n so um you would be able to go into the section and look at and I would cover that part as well and uh let me know uh if you have any follow-ups once we reach to the Benchmark section during a demo yeah perfect uh why don't we just uh you go into the demo and then we'll take some more questions later perfect thank you so um moving on to our next part of the demo one of the things that we talked about during uh when I was walking you through the attributes of a solution one of the things that we talked about is it's prescriptive yet configurable and secondly the kpi hierarchy that I was talking about so one of the things that we are trying to help our customers do is while they have all the um they start off from a bird's eye view they should be able to go till the transaction level details now when we talk about transaction level details we want wanted to focus on capability based success reporting or capability based value U reporting so when we talk about self Sol specifically what are those capabilities that helps you achieve it so the first one that we would uh quickly talk about is self so using virtual agent now there are two ways that we providing out of the box that you can leverage to understand what's the value from virtual agent conversation as a product and people that you would have uh you might be using so the first part is uh how many times has your end user engaged with an virtual agent and then create an incident or had an agent interaction in next 24 hours is what we are considering as uh s all using virtual agent um this this is one way that you would be able to understand how well the uh how well virtual agend implementation helping your end users the second uh now let's say I wanted to understand specifically between HR and itsm virtual agent implementation what's Thea downl so I see that overall cell all using virtual agent as a capability is 384 but all of it and all of it is from the itm virtual agent you would be able to click on it go to the next uh level of the details for this particular uh kpi and you would also be able to see what all are those transactions that is rolling up to it so this is how you would be able to start off from a sell Sol percentage with 16.91% that we was looking at then just Deep dive into each of those capabilities and go till the transaction details now one of the things that I would quickly like to touch upon here is um is that the leaders the Persona which is the it leaders that we were talking about are the HR leaders would not be able to see the record level information but they would be able to see the distribution so this is where uh the difference between the two Persona that we were talking about comes into picture so the transaction level details is only available for the process owners uh and we have a role as specific for the process owners and we would get into discussing on how you would be able to leverage our our the box admin experience to provide those roles at your organization so I hope this answers one of the questions on how do we whether the uh graphs and charts are interactive how you would be able to drill down to the transaction details as well the the second I would say the Avenue or the second capability that helps in uh pro pro uh in improving cell Sal or aiding cell so is knowledge articles so this follows a similar kind of logic that we just talked about for virtual agent which is anytime an in user read an article and didn't create a ticket uh when I say ticket it could be an incident for an it uh KB or it could be an U HR case for an HR KB but if I as an end user read an article then create a ticket in uh next 24 hours and also didn't interact with an agent uh for my issues in those 24 hours that's what we are considering as cell all using knowledge now with cell all using virtual agents cell all using knowledge and cell all using Q&A which follows the same logic of considering whether I engaged with the these capabilities and didn't create a ticket you would be provided with uh or the base system has the instrumentation that would help collect the data and um then we use that those out of the box instrumentation to uh to represent the data on the dashbo now let's quickly take a look at automated resolution uh so automated resolution is our is a kpi that helps you track any kind of a workflow based efficiencies at your organization so this could be through incident Auto resolution that is part of uh uh that's a virtual agent capability or requests fulfilled automatically by leveraging flow workflows for the execution so I'll quickly touch upon requests fulfilled automatically so these are any RMS or requested it requested items that were created and closed for catalog items that are marked fully automated in your organization and for this again um uh you um we have instrumented based on the automation level of the catalog items and the requested items start being through so that was a quick preview on what does cell Sal uh means now one of the things that I would like to touch upon is why I'm tracking or while I'm uh measuring the cell Sol percentage for my organization on the same unified view you would also be able to see what's your performance in comparison to The Benchmark SC in uh which is the service now customers who are using success dashboard and are tracking the same metric you would also be able to set targets to to the metrics right over from here uh on the dashboard or from the right hand side panel to to track your performance on the basis of your internal guidance additionally for each of our metric we have insights which is the contextual insights um when I say contextual in context to the metrics that you're looking at and these insights could be either a benchmark insights like you're seeing here or it could be automation opportunity where we are leveraging automation Discovery as a capability to help you understand how many automation opportunities are available for you to improve sell Sal or call deflection percentage with that let me uh quickly jump into the next metric which is call deflection so call deflection is any time that an end user was able to create a ticket by themselves without needing to call the tier one agent this is what we call call deflection and again to understand what does this metric mean you would be able to just flip this card over and understand more about it you can go into the details on like you were showing on the right hand side panel as well now again like cell Sol percentage or the the previous metric that we looked at call deflection also cuts across the different capabilities different engagement channels that helps you achieve uh uh achieve this particular uh value or outcome which is helping your end user create the ticket by themsel so either if it is a ticket creation from catalog submission or it's a ticket creation through virtual agent all of those can be tracked over here under Co defection there's another section which is self soled deflection that's that's part of call deflection and uh uh let me explain what do we mean by it so anytime an end user was able to resolve their needs end to end by themselves that would also implicitly also reduce the call volume or the call that was being placed to the ti1 agent for the creation of the ticket that would have been to solved by that so this is where the sell Sol deflections from virtual agent from knowledge article the uh now assist uh AI search be it now assist or the AI traditional um capabilities how are they helping you uh deflect that call from the T One agent SK so this is how we uh you would be able to track what's the call deflection rate at your organization the final metric that I wanted to touch upon is productivity moments per user now these are all um uh those metrics which will help you understand how other capabilities are helping you and improving improving the productivity of the agents all is reducing the impact on the end user now if we talk about one such example recent uh we uh last year we went live with our nasis capability now nasis summarization helps our agents or helps the agent at your organization uh CRI the issues quicker resolve the issues quicker so it's improving the productivity from an agent side so productivity in fulfillment has uh the metrics around incident summarization using now assis resolution note generation using now assis and even the chat uh summarization when someone is handling an incoming chat so this is where uh you would be able to track all those micro moments of productivity gains at your organization between the between agents and the requesters now one of the things that uh we did for for productivity moments per use per per user is that we are also benchmarking it from our I would say FB uh time frame so that you would be able to understand how others are performing on the same metrix as well so for each of the metrics you would be able to see the benchmarking score right over here from the inside family now one of the things when we presented this as I would say a solution for our customers one of the things that uh was asked to us is can we can we show them what's the time saved what's the dollar value saved because of leveraging these capabilities so on success dashboard specifically the value metric piece which is performance overview you would be able to see what's the overall cost that is saved across these value outcomes which is sell Sol called deflection productivity Ms and structurs competed now on the right hand side panel there would be supplementary data around cost savings that you would that would help you understand the breakdown of it how each of the U the personas uh are benefiting from these capabilities and you would also be able to go to the again the granular level details as in which transactions are um aiding and contributing to this overall value so let's say over here um this this particular customer has an overall uh savings from sales so as 6,5 $ 650k now I as a customer would like to know what's the breakup of it so if you see here the breakup for on a transaction basis is provided and you would then be able to see for each of the indicators what are the transactions contributing to it and on the right hand side panel so let's say for self so using knowledge uh I have a saving of [Music] $110,000 now how uh how have we arrived at this number so it's the 5,000 odd transactions which is leading to this overall value of 110k which is um across the different personal groups of requestor and the Agents so we uh you would be able to understand What's the total Car saved across these transactions between these two personas and then look at the overall rolled up value between let's say over here amongst $13,000 $552,000 is for request of saving versus tier one agent saving is 61k so this is how you would be able to uh you have supplementary data on the contextual rightand side panel to understand and infer the data that you're looking at be it cost cost be it count you would be able to infer it in a better so with this I'll take a quick pause and see if there's any questions Matthew there's quite a few actually um so I think you covered some of them already uh so but let's so Barat is asking uh can we configure or add more deflections to more deflection to metric and Does it include actionable notifications so B uh you would be able to add more deflection metrics so let's say one of the things that uh for one of the customers they said the knowledge articles are U there is knowledge article than this community post that they're leveraging so can we add a metric for uh cell using knowledge you and also add the community posts so the thing is you would be able to add metrics let me start so you would not be able to add metrics at this level but you would be able to add metrics at uh the contributing indicator level which is the same level as itm issues sell Sol using knowledge and I'll quickly take you through on how you would be able to do it from our out of box admin con the second part of it which is the uh the actionable notification uh do you mean have we included actionable notification as part of our deflection metric uh Naf I guess parat hased yeah yeah so thank you so enough yeah I think I think the response was yes can you have actable notifications yeah so you would be able to add uh those metrics as well right now all of the Box we haven't added AC notification P but that could be something that uh if if that's uh metric that you would like to track you would be able to add it as contributing indicator question uh how cost saving are calculated from Carolina okay car now so um cost for cost savings we have U I would say based our calculation Loosely on uh total economic impact study that Forest did it and we have three parameters that we generally use so we looked at the transactions that were aiding in self so call deflection and the different metrics so we use the number of transactions that is attributed to each of this kpi we have per transaction Time Savings attribution that is available in the system and along with that we have purpose on our group salaries that early salaries that we've uh again seeded and using these three information is how the uh the calculation happens with the PN so if you look at uh the right hand side panel you would be able to uh if you come from bottoms up it's the number of transaction uh it's the total Save which is transactions into the per transaction time saving for the personas and then uh what's the so this is the rollup from a transaction perspective and then we you would be able to see the breakup for each of the personas depending upon what's their all salaries um and the total are saved I hope that answers the question uh another question uh where do we where do you adjust or configure the cost model cost per each at Etc to derive the cost saving I think you've kind of touched on this is there a place where you can adjust that yeah yeah I I'll come to that yeah yes we we will be looking at it in a any other questions n that we should take before moving on uh let's uh let's move on and we'll try we'll try to oh there's one more um how can success dashboard bring value to change management is it even applicable um so right now we do not have any metrics around change on the value metric side uh but we would be going through Pro uh the operational success where we have change related metrics that we are uh providing out of the box for you to track and if there's uh if there's any suggestion from your side whoever ask this question if there's any kind of a metric that you were looking for please feel free to add to our chat so that we can definitely start our evaluation and validation process around it so with this I'll move on to the next section uh which is the metrics that we have around service quality which helps you understand the quality of services offered to your end users by the service desk so metrics around customer satisfaction score meantime to resolve breached SLA first assignment resolution and reopen tickets now one of the things that I would like to touch upon is that for uh metrics on service quality you would have again two types of insights one is The Benchmark and the other is process optimization or process mining related insights on what are the process bottlenecks that if removed would improve the performance of these metrics and uh for that we are using the um the capability the I would say service now needed capability of process mining to generate those insights and surface it out here in the context of the metric that you're looking at one of the other things that um uh that you would be able to do is uh you would be able to evaluate or measure or track your performance period over period we monthly quarterly yearly depending upon what's the review cycle that you're using at your organization now what we looked at in success dashwood uh uh the part of this particular experience is the different value metrics how different product capabilities helping is helping improve the productiv of your agents and employees now the second aspect that I would like to touch upon is how could you measure or how are we in you to measure the the performance of the different processes that you defined around itm workflows so with uh zanadu as we are moving to our next experience dashboards uh what we have done as we have Consolidated all these metrics and uh dashboards into one single single view for you to leverage or to understand how different processes are working and how what are the different insights from each of this uh these processes that you can leverage and improve on the performance of the individual metrics now out of the box we have provided data visualization metrics and dashboard for incident major incident change request um even uh and password reset walkup experience on call problem as well on these dashboards you will be able to see the insights as well around uh if there's any analytics related uh insights The Benchmark insights for any of the Benchmark kpi on this dashboard will be available here as well so the the data visualization uh that is available with the dashboard the dash uh uh with the out of the box uh I would say the solution all of this is recorded and is available on the documentation site for you to see what is it that we have provided you with the base system with this next experience dashboards for itm workflows finally um U talking about the Benchmark aspect this is where you would be able to see all the metrics be at process metrics be at uh the value metrics that we looked in first uh part of the demo all of it what's your performance in comparison to your peers so when we talk about performance comparison we talk about from two fronts one is what's the average Benchmark score across the PE group your PE group and also what's the top performer benchmark scores for that particular PE group so for each of the metrics you would see a benchmark score and the top performance scores and along on with where is your performance like you would also be able to go into the details of the metric itself and see what's the cohort that you belong to and how has the performance been U when compared your performance been in comparison to The Benchmark as well as top performance now um when we talk about peers there are I would touch upon uh something which we refer as cohorts so cohorts is where you would be able to compare your performance on the basis of Industry segment that you belong to so for example this particular customer is manufacturing industry of a size between 10,000 to 50,000 and in the a region so I would be able to compare my performance with on how are other manufacturing industry doing how is uh how our organization of this 10,000 to 50,000 size St also the region along with it we also have another cohort which is called similar companies which is your industry size along with the same kind uh similar size of company so you would be able to understand how similar companies to your uh are performing and then evaluate your performance and take an action from this Insight on what are those metrics that you uh should be looking at improving by leveraging continual Improvement management now what are these uh types of metrics that we have on benchmarking as of today we have metrics for IT service management we have um metrics for it operations management we have metrics for seops we have strategic portfolio management and along with it the two that you see over here success dashboard which is the value metric and the conversational interface which is the virtual agent capabilities from service now now we had one question which was around can we have a comparative analysis of success metrics that we were looking at earlier and uh look at it um uh in comparison to a to a particular industry that you belong to so you would be a uh you should be able to okay let me just refresh this it's taking time so let me just explain how would you be able to leverage it so you should be able to choose success dashboard uh from here and you will see all the metrics under success dashb that we are uh benchmarking along with it choosing the specific uh industry that you belong to or you can choose similar companies as well so that was a quick demo on the capabilities that are available to you with success dashboard that helps you understand the value and continuously improve on it now before we jump into the next SE next section which is around uh how do you get started with all these three um Nat are there any questions that we can take quickly yes there's quite a few actually so um so will you so there was one question around troubleshooting where we're not able to bring data back so for customer data back so for customer satisfaction we do survey uh but it says we don't have data to compare with so what would be how would you troubleshoot that okay so uh so one of the things that we are doing for the out of the box metrics is that we are using our out of the box survey so for each of the Met uh I would say the kpis that you see for onsuccess dashboard uh you would be able to go and update the PA indicator according to your um I would say and add add the condition based on your survey that you are floating at your organization so that would be the way that you could um resolve this issue or if you are already if you already have a performance analytics indicator you can also register it back to uh the success dashboard so you have two options either updating the out of the box metric or if if you already have a PA indicator registering it back to success dashboard so very good thank you another good question is around Persona there are four Persona and user agent manager and executive who are the success dashboard targeted uh targeted audience uh persona for the success that board for cost saving um we are specifically targeting the agents which is your fulfiller and the employee which is the requester but let's say if you have um few of the metrics that you add and you uh feel that there's more Persona involved you would be able to add it from uh just let me show that so this is the Persona group this is where you would be able to Tye back any Persona uh that you have at your organization and add the details around What's the total hours worked in an year what's the annual salary and it automatically create their salary so there was another question from Marcus around this so you would be able to change this uh the Persona level details around salaries and ours work and Define the personas from here and we will talk about how you would be able to change the time savings attribution for the indicator that we look that so another one on The Benchmark I think it's a very frequently Asked question is is the data mask when we opt into Benchmark so let's talk about the anonymized data that's a good question so yeah any data that you're collecting for Benchmark it's always anonymized it's always aggregated and the data collection or the transfer happens through a secured rest API calls so when you are looking at benchmarking information or when other customers are looking at benchmarking information they don't know who are they being compared to and we have another U mechanism by which we restrict on identifying on or let's say guessing who all are they compared to by putting in a restriction on minimum participation for each kpi where we want at least 20 customers information before that particular uh data is benchmarked so these are the I would say three ways that we are anonymizing and uh helping keep your data secured from uh one last question for this time around uh is Success dashboard available in PDI so the personal developer instance I would think so but yeah so PDI is any subpro instance I guess if yes no no no not it's not subpro these are the instances that developers use um and they are in the cloud so they're not in our data center so that one I I would tend to yes I would say uh I would can we get back on that yeah we'll get thank you let's do that let's uh let's get back on that one so the next part that I wanted to touch upon is uh the admin console for Success dashboard so you would be able to uh configure you would be able to explore what are the products and capabilities that ties back to the experience that you just looked at so service now Benchmark itm success dashboard indicators as well as HR and then configure each of this flavor that we just looked at earlier so if you go into success dashboard you would be able to uh uh set it up for either it and HR and then look at whether are you all set to start using this product now you would be able to uh provide the roles the one that you I was talking about so um we have two non-licensable Ro which we are providing for just this dashb which is Success dashb read which is for your leadership and details read which is for your process owners so the additional capabilities that details read gets is to go to the required level information that we looking at and you would be able to select the information the role that you would like to assign and choose the the right folks and provide the roles right from there now there are uh we talked about knowledge deflection which was sell Sol using knowledge virtual agion deflection and catalog item fulfillment or automated resolution using fully automated requested items now we have provided out of the box instrumentation for it which you can review and depending upon whether you would like update it you uh you would have the provision to do that from there so for example for knowledge deflection uh we talked about three aspects a user reading an article and not uh not creating an incident in next 24 hours so what are those knowledge articles that you should look at considering what are the are there any specific kinds of incidents that you should be looking at so all or would you like to change the 24hour window and reduce it maybe so all those configuration changes could be done here for those uh this instrumentation so you would be able to add conditions so let's say I don't want any system related uh uh System created incidents sorry so uh you would be able to add those information here you will be able to check how many records also are of this updated condition so that you always have the right information before you make this uh change the second one is what are the knowledge bases that you should consider for it versus HR so you can add your the categories that are available at yourn and update this uh uh instrumentation the same applies for virtual agent deflection and catalog item fulfillment level where you would be able to see U the data the current level of in uh I would say current number of catalog items that are fully automated and then you go into it and update it if you're using process mining you would be able to map the process mining project so that it comes up as an insights for the indicators that you were looking at in service quality and you would be able to understand more about this configuration on what do you customize how do you customize on the right hand side p the final thing that I wanted to touch upon on sucess dashboard uh uh I would say the configuration is how would you be able to understand what are the kpis that are available all those kpis from the base system that is available for you to uh to use to uh see and then customize so these are the set of all the metrics on success dashboard and then you would be able to uh take action on it so one of the questions that we uh saw uh during our Q&A is can we add a contributing indicator so for any indicator this that is marked as primary so that is that two at level two you would be able to add a contributing indicator so let's say if you want to add a contributing indicator for actionable notification you would be able to do that from here now let's say there is an outof the Box U uh I would say the indicator that you want but you want to change the PA indicator that is collecting the data for it so you would be able to edit the indicator registry and here you would be able to edit which contributors should we be looking at or collecting the data from uh collecting the data from to roll it up on the dashboard similarly here itself if you look at it you would be able to see what's the time saving for each of this contributing indicator at a transaction level and you would also be able to edit and add Time Savings depending upon your need and this is where you would be able to understand what are the customization as well that is available to you the same kind of uh customization is also available on benchmarks where you would be able to uh uh update the metric as um that is available and update the conditions that is applicable for these metrics last but not least on operation success you would be able to map the dash WS that you are tracking the metrics that you want to track at your organization and Link it back to operational success so you would be able to review how many uh what all are the dashboards available to you and then you would also be able to see what is it that um service now provides as out of the box from a perspective of the different visualization on the dashboard so this way you are always up to date on things shipped from with the base system from uh service now end so that was a quick end to endend demo for what is success dashwood what do we mean by value metrics what is operational success and uh uh what how you can leverage Benchmark as well there's a [Music] question so this is a quick recap so while Nat unmutes you the these were the metrics that we looked at for uh from a value kpi perspective these are the out of the box uh itm workflows for which you have visualization and dashboards available and these are the kpi categories for which we are benchmarking as of today so just a quick question uh now I think we're good uh on question we're just about at time so let's uh go with the poll go to should we go to with the poll right y so which of the metrics that you just looked at made most sense to you and you see value in tracking it tracking them we love to hear from you this would help us understand if there's anything else that we should be looking at adding from our side help um and uh keep evolving our product for all right can we have a few more votes we're at 45% 50% few more votes sorry okay I'll just end the poll here show the results so one of the things that I just wanted to touch upon is that fee have a quarterly released Cadence where we keep adding kpis for uh all the capabilities that we um we are releasing so uh the the changes that you saw or the demo that you saw is across uh these three Rel releases which is February May and August and like we discussed all of these are Vancouver Washington and San compatible for you toage finally the reason we prescribe you to use success dashboard and operational success uh and most importantly uh is that we are providing you with the list of prescriptive and consistent kpis that uh that you would be evaluating and gaing the success of these capabilities at your end and because it's prescriptive and consistent we are able to Benchmark it across the products across the customer set all of this and as service now moves to next experience all the dashboards that he looked at is already built by us in the next experience and thus reducing any kind lowering any kind of maintenance on things like if you want to add a metric if you want to move to an enhance experience all of this is available out of the box so these were the things that we looked at today and uh just talk about it finally we would like to understand if this was something which you found sorry perfect if you um this is where if you want to have a one-on-one session with us go deeper into uh this uh this these concept Solutions we would reach back to you follow up with you and we will schedule some time back on your calendar so do let us know you'll have the opportunity to let us know as well in the followup survey at the end so if you would like to have a one-on-one session uh where we can discuss um the success dashboard operational dashboard and Benchmark but your organization we'd be happy to do so and before uh we pars would like to understand if you found this uh useful you see value in this and um whether you plan to adopt it in coming uh months and if you like the session today please uh come back to our community page on live on service now we have a lot of sessions coming up for not just for itm uh but for other sessions as well so uh feel free to go back there and check other sessions from uh other product line that you might be interested in so there's a quick questions from rat now how to get um how to get Benchmark loaded so you have to so you can only do that in production and you need to opt in and the data will be loaded at a certain time in the in the month so iav maybe you have more detail as to when the data is actually loaded H yeah so once you opt in um you should uh a run the historical data collection job so that you have the information for past six months and uh each month uh let's say when we are in July we between 15 to 20th of July we publish these scores for the last month so each month on 15th you should expect benchmark scores coming in for the last month in your instances perfect with this I thank you all for joining us today and provide um asking us some good questions hope you learned uh learned something about sexcess dashboard and you saw value in this discussions that we had thank you everyone