we should get started now uh well just welcome everyone um today we're going to get an overview of all the different ways uh that you can get your data onto the now platform for use and workflows um there's different methods depending on the data source but today's webinar will mostly focus on API enabled Integrations through our integration Hub solution which is a component of automation engine like the other capabilities that will also be discussed and I'm joined by uh two other speakers and we'll save introductions for our respective sections okay uh so before we dive into today's presentation i' just like to take a moment to address our Safe Harbor statement uh you'll see it on the screen now if you'd like more details on potential forward looking statements you can review them in the risk factors in our financial reports so a little about myself uh I joined service now as a product marketing manager a little over a year ago and I'm really focused on our Automation and integration strategy here at service now I'm currently located in the Nations Capital where it is way too hot and humid for someone who's originally from Northern California everyone would always say it's the winner on the East Coast but I actually think it's the the summer that's the tougher part so just a little overview of what we're going to talk about today uh today's focused on a few different sections so we'll just start with why integration is essential to workflows and how service now has you covered um then we'll get more into functionality so how to approach Integrations with modern service now capabilities we'll finish by talking about how you can achieve value quickly with expert Services when you uh Implement so we've all been there right where we can't get the data we need to complete a task so for example your company and agent might need to see data in Oracle or workday or HubSpot to resolve concern and when they can't access that data easily or they operate with all all the data needed uh takes a long time for them to find the data they have to copy paste this just waste time it's not the best way to work um so let's just establish a fact um integration is fundamental to workflows right 100% of workflows need integration to work today we're talking about the integration components of automation engine but first I'll just give a brief overview of what automation engine is uh in a nutshell complete set of integration and automation capabilities on the now platform um so there's six different components to automation engine integration Hub so to integrate data from Modern API enabled systems RPA Hub to integrate data and automate actions and Legacy systems where uh apis aren't available or to automate mundane tasks like copying and pasting process mining to mine external process and task data so you can see all your processes together regardless of where the data lives stream connects for Apachi kovka to ingest Apachi kovka data to and from the now platform AI powered document intelligence uh to extract data from documents and integrate them into service now workflows and then lastly automation Center to manage it all right automation Center has complete endtoend visibility over all your automations it's vendor agnostic and allows you to look at automation operational Health but then also just the like business value getting right the Roa the ROI on all these automations so talking about these different integration capabilities of automation engine I think the way I just frame it is you have data that comes from different sources um but we've got you covered right regardless of where that data is coming from for the majority of use cases integration Hub is the way to go um a lot of different software as API enabled uh integration so that's what integration is for integration Hub is for for legacy systems where API aren't available so think old or custombuilt software you can use robotic process automation through RPA Hub to get your data on the platform for Apachi kofka data uh which is used by 70% of the Fortune 500 you can use stream connect to ingest data to and from the now platform and then lastly for data that lives in documents so think like amount owed and invoice um you can extract it into your workflows using AI powered document intelligence so just to sum up this slide there's different sources of data right and you need them in different ways in your workflows and we have different solutions for all those different data types so let's just look at a simple use case of integration with it to illustrate why integration is important in many use cases catalog requests require integration with other applications so for example Windows or Mac desktop software requires integration with Microsoft endpoint manage or Jam system access requires integration with modern system like active directory workday OCTA and so on and and so on um without automation it support staff must handles just to flood of incoming uh tickets and perform manual actions like copying and pasting data across those different applications so that sort of work is just it's timec consuming it's boring it's prone to errors and it's just takes longer and it's higher cost so the goal is to automate as many of those requests as possible so let's just show how we fix it with integration Hub um in the workflow the IT staff is just no longer burdened by a backlog of tickets due to Integrated Systems a workflow is triggered automatically and the data is called via apis to exactly where it needs to go in the workflow so all those systems that were in that jumbled ball on the previous slide are now orderly and connected with the workflow so they can all talk to one another but most importantly what this does is it resolves the process faster and at lower cost for you so I'm going to let Robert uh get into the functionality of integration Hub on on subsequent slides but I think this is an important visual to show um up top you have those outof the-box workflows in service now uh that are technical they're structured but they need the data in those systems below to actually work and integration Hub is native uh in the now platform and connects those systems below seamlessly uh to your service now workflows there's no need for any thirdparty integration solution or to write long lines of code for just one connection we have over 200 plus uh connections out of the box and we have uh spoke generator which allows you to create custom Connections in a low code environment so this just is a visualization of how integration Hub fits into the workflows and the different systems that it connects to so let's get back to that poll question um if you answered 1.35 billion transactions uh you were correct integration Hub has over 1 35 billion transactions a month which is over 14 billion a year so it's a proven solution and it has over 4,000 paying customers so to sum up this first section discussing just what we had in mind right towards our approach um towards Automation and integration Solutions it's native and embedded in the now platform giving your service now teams the ability to leverage existing skills and resources they have they're already familiar in this environment uh we have a strong focus on fast time to Value want you to get started quickly so we have Solutions and templates that are ready out of the box and then compared two alternative ways of integrating to service now uh we have the lowest total cost of ownership and that's really because service now handles maintenance support and upgrade so single platform fast on value and lower total cost of ownership is really our integration strategy here and now I'm going to pass it on to Robert to talk more about these capabilities hey will thank you uh my name is Robert barklay I'm a solution consultant focusing here on uh automation engine at service now I've been here for over a year I'm located out of Maryland and I'm really honored to speak with you all today next slide please all right so let's talk low code integration for service now through integrationhub so as will has stated integration Hub delivers that fastest time to Value we have over 180 spokes which are growing and they allow our customers to rapidly start automating on their service now instances both internally and externally you're able to integrate like an expert because we have uh training on the platform and that includes over 4,000 pre-built actions to begin integrating right out of the box for your service now use cases and our low code no code platform through flow designer which integration Hub extends along with pre-built templates and complete solutions for common use cases out of the box makes it very simple so you don't have to be a rockstar JavaScript developer to begin automating and iterating on service now with integration Hub you can connect to any system rapidly um and I mentioned this term Spokes and a Spoke is just a way for you to connect to any sort of application or thirdparty API and it's a scoped application that lives on your service now instance and then you're able to connect to very popular uh products such as OCTA Salesforce Microsoft Azure sap and many many more like I said we have over 1080 plus and we are adding more with new releases um and spokes allow you to quickly address your key use cases we have pre-built um flow actions for multiple workflows for example if you install the Microsoft app aure spoke you have like uh password management and user management many of the common use cases come out of the box and then if they don't meet your needs you can extend and design and build custom spokes uh if there's an API that we don't have a spoke for you can build that custom spoke and we've even added uh a Spoke generator which uses uh the open API specification to rapidly build and develop spokes on service now and I want to bring your attention to the bottom of the slide here components of a spoke so we take some action inputs we connect to that rest API and then we get some action outputs um and so that just basically is the broad overview of how you would connect to these third-party apis and systems so I do want to outline some expectations when it comes to integration Hub and flow designer and so what you can expect is these quick start out the box recipes for addressing some core API functionality for your external systems and some common use cases that we pre-built on for our service now customers and you can reference those spoke actions and subflows to build on custom Spokes and develop new spoke actions within the scope of that spokes so think of a modular system where if you develop a maybe a series of steps and logical actions to connect to an API and then automate on your service now instance you can then use it in other flows and other automations um so kind of a plug-and-play approach what not to expect is a turnkey plug-and-play integration system that addresses every single customer integration need um right out of the box we like to say we get customers 80% of the way there but obviously no system is perfect for every single customer and every single vertical so while we have those outof thebox actions those out of thebox spokes you will have to do some development and customization but using flow designer um it makes it very simple and easy to do relative to uh doing it as a software um effort with a software team to develop your own scripts and automations through service now um and yeah and this how we approach our integration um philosophy with integration Hub uh you have a service now developer he might go to the service now store he would maybe install Microsoft Azure Salesforce or OCTA and then they can also use that spoke generator to create custom spokes a lot of our customers are connecting to API that we don't have spokes for but it's very simple and easy to create that custom spoke to connect to that API and then they're going to want to configure that spoke um so although they have those out of thebox actions they can add new actions custom actions and although we say the flow designer is a low code no code tool and it is we like to also say it's proc code so many of our customers have very sophisticated development needs and then they can go ahead and develop those sophisticated custom spokes for their service now instance so I want to talk a little bit about the spoke generator it speeds up your development and shortens that time to value for our customers it allows you to build spokes fast with no code required so you can access a guided experience through flow designer for for building a brand new spoke you're going to Leverage The Open API specifications to automatically create and generate new actions and that open API specification is going going to be some yaml or Json code which is a human readable format for uh data delivery and this is going to reduce the risk and manual uh steps that are required from doing a scripted approach and it's going to rapidly enable your developers of all skill levels to build better Integrations for the service now platform and your organization overall so let's talk a little bit more about open API the open API specification is a specification language for HTTP apis and like I mentioned it's typically written in yaml or Jason and that defines a structure and syntax in a way that it's not dependent on any of the programming languages that the API is created in it's programming language agnostic and today uh most API providers support this specification and they will have that yaml or Json code available or you will be able to request it and then easily integrate it into your flow designer to develop your custom spoke so I'm just going to play a short video and let you view Integrations to external systems are a critical part of every service nowor flow many customers are still scripting Integrations because it's always been a core capability of the platform or they have a partner that does it for them so they've always done it this way and because of a perceived high cost of an integration Hub subscription and transactions scripting is seen as a way to avoid these costs however times have changed with the rise of low code which has simplified and democratized not only app development but also integration development integration Hub is the modern low code way to integrate service now workflows with anything it's how service now integrates our own packaged workflows like itsm and CSM let's look at seven ways that integration Hub outperforms Legacy scripted Integrations modern versus Legacy integration Hub comes with over 200 out of the box spokes for everything else there's action designer and the new spoke generator for rapidly creating customs fokes with no code with Vancouver integration Hub is on its 11th service now Family release and has been ready for prime time for quite some time so while it's new relative to scripted Integrations it's a proven solution that now processes over a billion transactions a month for service now customers total cost of ownership integration total cost of ownership is much more than just shipping the initial lease there is also significant maintenance enhancement upgrade and support costs technical debt that adds up over time for example with Integrations to five core systems of Records such as CRM or Erp total cost of ownership of an integration Hub subscription is at least 80% less than scripting even with out of the-box boat customization and high transaction usage centralized governance Administration and security these are critical issues for every Enterprise architecture and integration team with integration Hub these teams can centrally administer and govern all aspects of service now Integrations in one place in one standard framework blow designer the integration Hub connections dashboard enables admins to manage all connections through a single interface action designer has nearly a dozen types of integration action steps that provide a structured framework with templates for creating and testing reusable integration actions blow reporting provides detailed execution Stacks with all data elements for easy troubleshoot related flows show all flows that an action is used in so you can easily track down everywhere an integration action is used integration Hub inherits flow designer security capabilities such as role-based access content filtering rules and restricted caller access to prevent unauthorized usage integration Hub usage dashboard provides centralized monitoring and analytics for a complete view of your integration landscape in one place scripted Integrations can result in cost overruns and project delays integration Hub standardized framework minimizes these risks by making development cost and implementation time more predictable scripted Integrations can also introduce support issues when integration developers move on to other roles or leave an organization because they're all built differently with no standard way to troubleshoot integration Hub provides complete transparency into all Integrations for all developers which means no gaps in support integration platform integration Hub provides integration services that accelerate delivery of robust Integrations that solve for a broad range of use cases here are a few examples no need for scripted rest apis with low and no code vent driven Integrations Dynamic input simplifies integration with systems with customized or changing schemas retrieve and manipulate data from external systems on demand without having to import or store configure granular retry conditions and strategies with no code data stream actions enable users to process large numbers of records and payloads today's Enterprise has a broad range of system and data integration requirements Beyond web services integration Hub delivers low and no code integration with numerous apis protocols and data formats integration speak it can easily take six months to develop test and deploy to production a scripted integration for a core system of record like CRM or Erp integration Hub compresses this down to one to two months even allowing for customization to out ofthe boox BS developer productiv integration Hub actions and spokes are discoverable and reusable in service now lowco tools which increases developer productivity developer accessibility integration Hub is accessible to service now developers of all skill levels it developers and low code admins can build custom Integrations and publish as no code building blocks for reuse by business developers and spoke generator enables any developer to rapidly create a custom spoke with no code with integration Hub you can reduce integration total cost of ownership centralize and strengthen integration governance Administration and security increase developer productivity integrate faster and make Integrations accessible in a governed way to all service now Developers if you Outsource Integrations to a partner ask them if they're using integration Hub to learn more check out the blog series on the service now Community oh awesome thank you will uh so just a few takeaways that I'd like everyone from this webinar to leave with is we can reduce that uh integration total cost of owners Ship by 80% or more by rapidly reducing your time to Value to get up those Integrations up and running and uh bringing in that extra productivity for moving away from the Legacy integration approaches and we also centralize that integration Administration and governance within flow designer to make it easy for people who are may not be integration development experts to do it the right way when they start integrating the service now platform along with increased integration security as our flow designer is not a bolt-on but a core feature of the platform we also increase that developer productivity and accessibility which comes back to that reduced time to value with a modern and fluid UI and lots of robust training for new developers on the platform to rapidly connect to those external apis and begin automating internally and externally on service now so now that we've talked about integration Hub let's talk about RPA robotic process automation on service now using RPA Hub so robotic process automation it's a form of business process automation where we create a bot or maybe a digital worker that can be deployed as a substitute for uh humans in a routine error prone and high volume volume manual process think about maybe there's a legacy app or a spreadsheet or an old school interface it does not have an API for us to connect to but we have some outline steps of what needs to be done for example entering in some data clicking uh through a user interface or anything like that uh some other common use cases are accounts receivable accounts payable and on and off boarding um and we break that down into two categories unattended robots and attended robots so for an unattended robot it would uh run on a virtual machine or a server uh we give it a series of instructions it's a set of um steps that we have fully outlined ahead of time and we can trigger it by an event or a schedule uh it can be run 247 and we have some examples here uh like I mentioned accounts receivable accounts payable and on and off boarding um attended robots are suitable for automations where we have to have a human involved in the process this this might be a call center environment it would run on the client's machine and it would use a series of in uh series of instructions in a bot process and we trigger it through a user action um it would run in real time and support the user in the execution of their work so we remove some of that manual work from a user so that they could move on to higher value activities and we have some examples here like I mentioned a CTI within a call center environment now ideally we want to use integration Hub to connect through an API but in the cases where that's not an option this is when we would use robotic process Automation and just like integration Hub it delivers the fastest time to Value so you can rapidly automate your common bot patterns both for attended and unattended robots we have over 3500 out of the box components from connectors templates and solutions we have computer vision to help understand some of the UI featur Fe that we might have to interact with and a rules engine and we have our RPA Design Studio which makes it very easy to drag and drop and create those RPA robots for your organization to handle those old leg those Legacy processes that lack API connection access and so the key thing here is that we're reducing that manual and error prone work uh when humans are faced with uh boring repetitive task ask often that results in human error and it's people just rather do more high value activities and so let's take some of that work off their plate and automate that process so we connect to any Legacy system through service now uh we can automate things like data uh entry or other UI actions with our robots we'll centrally manage those digital workers within the service now instance and even call them from flow designers so if you're if you're automating internally or externally with uh apis and processes on your service now instance uh you can always involve the data that's coming from those robots for example and like I mentioned um over thousands of outof the-box components uh from templates uh connectors OCR and that rules engine so key capabilities are that centralized orchestration and what many organizations do that have tried to automate uh the RPA process they might have a large series of scripts throughout the organization causing duplicative work no visibility into it that's not the case with RPA Hub we have full visibility into all of our RPA efforts across the organization like I mentioned over 1300 plus ready to use components that native computer vision which may not be accessible for people who are building their own RPA scripts and then we can get desktop desktops and desktops through um our virtual machines or our servers or running it on a client desktop and here at the bottom of the slide I have a few of the outof the-box ways to connect and build out those rpas for a robust automation approach to your legacy systems so now that we've covered RPA let's talk about stream connect for Pachi kovka stream connect is a near realtime way to consume and send events using aache Kafka on your service now platform uh it has a very high adoption rate 80% of Fortune 100 companies are using Apache Kafka and uh our customers want to adopt it through because of its scalability its availability and durability and that real-time processing of events on the Apache Kafka platform and we can involve our our automation from uh flow designer and integration hub through uh stream connect as well so we get that full unique intelligent platform and we get that high throughput for our data streams which connects to our workflow Automation and fits well within our framework of digitally Connecting People processes and systems on service now and at the end of the day it's a seamless event driven connectivity um with stream connect and it's a way for organizations to rapidly scale their real-time processing of events through Apache CFA so when when we talk about that simplify and scale approach we can develop our data ingestions um with a native experience within flow designer like I mentioned flow designer being that one start shop for all your automations whether it's RPA or stream connect you can then involve that data because you're going to need to do something with you're going to need to automate it we can transform and insert events data into service now tables because we know that the data might not be in the format we wanted to when we put it into service now we can easily do that with the uh Kafka message flow trigger and we can produce data on Kafka topics using a flow action uh Kafka producer step that again we're accessing in flow designer which is like I mentioned your one start shop for that automation uh process on service now so bottom line is the stream connect makes it faster and easier to maximize your streaming Investments and insights you get better value from your data with our on platform analytics and full integration with all of your data sources we improve cost Effectiveness and scalability we have a set rate and an outof the-box connector stream connect is an efficient way for you to connect your kofka data to workflows so you don't need to build out robust it infrast structure to get near realtime streaming using Apache Kafka and we can act at the speed of digital business we can trigger automated actions and workflows based on those incoming messages in your event architecture because at the end of the day if we have that streaming we need to do something with it whether it's an Insight or whether it's an action that might be an external system that's involved or internally on your service now instance both are options allowing your organization to scale rapidly and responsibly using service now so here's a couple of the use cases that we've seen with stream connect from manufacturing to finance to supply chain and Logistics to Telecom and government there is a wide range of demand for our stream connect product because of its near realtime streaming and the Apache kofka infrastructure that is built on and finally I want to re highlight this slide because automation engine can sometimes be confusing but at the end of the day it's just a full holistic Suite of automation approaches on service now uh from RPA Hub to those Legacy systems where we can connect to an API we can centrally manage all of our Bots and robotic processes to integration Hub which is everything else connecting and developing to apis and external systems to document intelligence which is you might say how do we get that physical data into my system we do that through document intelligence with OCR and inputting the documents putting it on your uh service now system and then you have access to it stream connect near realtime processing of events and then process mining to identify inefficiencies uh in external systems and then go ahead and Implement changes whatever you may need so you can rapidly iterate and become more efficient and then finally in the top of the wheel it says automation Center that is your single paint of glass for you to view all of your automation efforts your demands your requests and automations and progress and yes please reach out to us if you have any further questions or would like to see a demo of anything you've seen today all right um I'm want to give a quick intro of again a part of expert services along with service now Nella I've been um at service now for the last three years um I'm a senior manager and practice leader for the automation engine um solution delivery team at service now um I've been in different roles within service now in my um three-year tenure and uh more as a TC and now as a practice leader uh my team of experts helped deliver the implementations for automation engine Solutions on the service now platform utilizing all the RO robust capabilities that were discussed today by Robert um prior to working at service now I've been in the ecosystem for about 14 years um within various roles in delivery uh for many other customers uh implementing service now so I'm here to primarily talk about expert services so SL all right so what what do we do um and how do we drive successful implementations especially focused on Integrations next slide right successful implementation is a key for digital transformation um this is what we hear from customers when we start our journey with them with successful implementations one how do we FastTrack digital transformation and Innovation how do we modernize and enhance the employee and customer experience how do we increase the efficiency and lower operational costs how can we boost organizational performance and productivity and how can we scale to growth especially growing the business with all the service now Solutions and when we work on these successful in successful implementations our ultimate goal is to achieve faster time Dev value and minimize any risk now why expert services so first our focus is always on the right plan that is aligned to your vision and executed to take full advantage of now platform the right design fully leveraging leading practices and maximizing the use of out of the box capabilities and reducing technical debt and setting a foundation for Success the right team utilizing our best experts across all project phases and work streams to efficiently and effectively deliver on the vision and plan that you have established our expert team uh really comprises and has experience around thousands of customer engagements and deep insight into implementation strategies practices and processes on top of that uh they have Insight perspective on our technology our road map so you can get the most out of service now and future future proof your investment additionally immediate reach back to product and business unit meaning we have a direct relationship with our internal product uh leadership and organization to be able to tr issues and provide thought leadership for future capabilities we have access to the largest library of service now leading practice resources and also we aligned factus based expertise meaning we truly are U bringing the subject matter expert in each of the workflows that you can deliver on service now like it workflows employee workflows customer workflows we adapt to your requirement by offering the kinds of Engagement models that are either service now led codelivered with partner or even on an advisory basis all right with the service now implementation our primary focus is to establish an engagement that aligns with your key business goals and objectives our experience across 85,000 sorry 8,500 customer engagements uh using now crate methodology which is primarily a prescribed Playbook of activities that aligns with successful deliver of the engagement we deploy various roles across the implementations where we have engagement managers business process consultants and technical consultants solution Architects and additional program leadership roles that are highly seasoned with all the certifications that are needed for a successful implementation an experienced team is driving best practices for your successful implementation we emphasizing the need for having a healthy foundation and a platform which you can scale and extend effectively all right with respect to automation engine implementation for specifically what we do is we analyze existing processes review the need for quick automation opportunities with modern systems we design solutions that take advantage of the 180 plus preconfigured integration Hub spokes available and all the various service now Store applications that are built by service now and other Partners in the ecosystem with this approach customers benefit with future upgrade enhancements utilizing out of the box platform features this will allow for increased visibility into the integration patterns security and performance enable you to be the best position to achieve your potential business outcomes here are some of the things our customers are seeing about our implementations and their experience with how we have ultimately engage with them with our best team driving through successful implementations and all the benefits have discussed so far right what's next access information we have available on various sites and portals reach out to your account team to have a conversation with our experts for customer outcomes take complete advantage of service now platform and the automation engine cap capabilities all right well we'll close it with you well thank you everyone I think now would be a good time for us to get into some of the Q&A um I