okay so we we'll start the webinar um because we've got a few few housekeeping things before we get going into the topic so welcome everybody um today we're going to be focusing on the value journey and outcome performance reviews as well in drilling down a little bit into data and Data Insights and and like I say just just to really understand the value journey within impact to so welcome um I'm sure you guys are all familiar with this um this is our Safe Harbor so whatever we show maybe there's a forward-looking statement but we cannot guarantee um that we'll achieve all our plans so today's session is part of the live on service now an interactive event series that connects you to service now experts and peers so that you can deploy your products and Achieve value faster um you can see the schedule by scanning the QR code on the right hand side okay so some housekeeping so we're going to save about 15 minutes at the end of the webinar um for Q&A but as we go through if you've got questions if I can ask you to please use the the Q&A rather than the chat button um and we've got Gary in the background um and Trisha who will will answer um questions as we go through and then questions and answers that we can't answer we'll leave to the end um and then we can do a bit of a Q&A so like I say please use the Q&A um button rather than the chat button for any questions uh the presentation's going to be recorded and it will be then shared on the service now Community um and after the event you're going to be prompted to fill out a short survey so again you know we're we're really Keen to improve the the the customer webinar experience so please fill out the survey and and thank you for your feedback okay so thank you for joining us today um myself and Giles are both uh value strategists and we are in customer success and we've also got Gary mury um joining who's um within the impact inbound product management team so our webinar flow today um first of all we really want to kind of like just anchor on why um why we embark on the impact value journey and once we've looked at that we're then going to drill down into the outcome performance review and how data Insight can help you improve operational performance then before we go into a demo in Impact of the outcome performance review experience we want to bring it to life so we're going to go through a customer case study um a customer within financial services and then Gary's going to uh demo impact and the outcome performance review experience then we're going to drill down a little bit further because impacts um made a lot of improvements over the last few Quarters on data collection and really simplifying that experience so we want to share some of those new capabilities with you um again there's going to be a demo by Giles um around how to get started on the impact data collection apps um and and again this this experience has been really simplified for you okay so we're going to start on on why why do we embark on the impact value Journey so service now has conducted custom customer research and that research has highlighted you know a number of major themes but one of the main themes was was value so the First theme you as the customer you want to know what value you're getting from your in investment at service now you also want to accelerate value faster and you want to know how service now can help you the second theme you want to know what good looks like you want advisory and best practices as well as recommendations that can help you on your adoption curve and you also want to know how can service how can service now help you get there so what is a value Journey well a value Journey has four steps and that puts structure in place to help you realize as well as accelerate time to Value so the first step is about business obje Ive alignment you know how do you as the customer define success what are your strategic imperatives and what are your business objectives then we look at challenges the Second Step you know what challenges are getting in the way of you achieving your objectives where are you in that journey and what hurdles are you facing and then the next step step three is around service now capabilities that will help you achieve your objectives and outcomes so what are the recommendations the implementation sequence and how can service how can service now help to support you in these next steps and that could be with training workshops accelerators content and the last step is um value value of outcomes enablement so aligned to your business objectives which outc comes are enabled and how much value have you unlocked by assessing and prioritizing outcomes decision makers can enhance their ability to make decisions improve um operational performance as well as help you optimize your allocation of resources so this structure think of this structure to help you execute strategically by making informed business decisions aligned to your business priorities so then we're going to look at the impact value Journey so we think about the impact value journey in three phases in the first phase um and I was just going to say Trish do you want to just send the poll for the impact value Journey um that would be great thank you oh thank you so in the first phase we're aligning um objectives and operational outcomes that underpin those objectives and the success metrics to your strategic imperatives think about the value blueprint as the starting point that acts as the foundation from which you can determine your critical capabilities build your road map and eval evaluate your implementation to ensure your journey is focused on managing towards value realization the next phase is the monitoring phase now this is a quarterly ongoing Cadence and this is what we're going to be focusing on today um this is around outcome performance reviews so are we trending in the right direction um align to the outcome and that could be an example like improving your change cycle times are we driving uh cases or incidents down and how can service now make recommendations based on those Trends we see to ensure you're improving your operational performance as well as uh achieving your outcomes and your objectives now I always think of this uh phase as the action layer so the last phase is measure so this is value reporting and this is typically done annually and this is where we measure what did you you achieve now measuring could be monetized value but it also can be in hours so how much how many hours did you save for the F for the fulfiller for example so these three phases that help you achieve the value from your investment as well as accelerating time to Value okay so now we've covered the outcome performance uh sorry the value Journey we're just going to drill down a little bit more into the the outcome performance review and importantly how can data Insight help you improve operational performance um and again Trish can you just send the poll please on outcome performance reviews thank you so the outcome performance review um is an expert is expert Le if you're a guided customer with your CSM and if you're a total or Advanced customer customer with your essay and your squad now this gives you the opportunity to review your operational outcome performance against your agreed Target improvements and helps you uncover not only where you are on your journey but also can you create ongoing value or perhaps even reclaim value So based Based on data Insight service now can connect impact deliverables or the adoption of new service now capabilities this is a structured approach for Value creation value in my view should never be a surprise at the end of the year so think of this quarterly Cadence enabling you to sense and respond Based on data signals so that you can continuously Drive operational improvements aligned to each outcome now at the end of the outcome performance review your squad will close out with recommendation and initiatives so you and update your initiatives road map as well as your product adoption road map so the outcome performance review is very much the action layer Based on data signals okay so I'm now going to go before we do the um demo within impact I just want to um bring that demo to life with a with a case study so we're going to be focusing on a customer in financial services um and before we jump into value it's really important to align on your key priorities so the customers key priorities so in this case study it's a customer within financial services and their initial strategic imperative is to expand technology whilst reducing costs and their business objective to achieve this is to automate course services now not only do they want to expand technology whilst reducing costs they also want to deliver extraordinary employee experience as well as resiliency and they plan to do this by operationalizing ways to improve process as well as Workforce Effectiveness so what we need to do is we need to align on how service now platform can support you so so in this in this case study we're going to be focusing on service management and we've aligned two business objectives within itsm so the first business objective is around cost um and this is around optimizing it Service delivery so think about optimizing it Service delivery it creates efficiencies so it enables it to direct time towards higher value activities and this this is a line to your strategic imperative of expanding technology whilst reducing cost the second objective is focused on growth and this is focusing on increasing employee productivity so the less disruption for an end user that increases their productivity and that enables time to be given back to the end user meaning they can focus on their core functions so this is very much again grounded in the customers strategic imperative of delivering extraordinary employee experience and resiliency so then we need to think about the roadmap and actually how we going to measure improvements so again here we've joined up the customer strategic imperatives to the um itsm objectives so we can see here um the the the the the first row is increase employee productivity and we're going to do that by reducing disruption from incidents so this outcome examines the value of reducing incidents thus returning productivity capability capacity back to end users so this is tightly coupled with Incident Management um and the measure is the reduction of incident closed and the customer wants to reduce incident volume by 20 5% now in the in the outcome performance review in quarter 2 we'll see that the customer has actually managed to reduce incident volume by 18% we then have increased request availability for um end users um this outcome examines the value of fulfilling more requests to an end user and again this is coupled with the capability of service request management and this time we want to measure an increase of service requests closed and again in this case study the customer wants to increase service requests by 20% and we can see here in Q2 the customers actually manag to increase service request volume by 72% and lastly um around expanding technology whilst reducing costs again the the the business objective is optimizing it uh Service delivery and we're going to do this by increasing request automation so again this outcome is aligned to the capability of service request management and we're going to measure this by increasing the percentage of service requests that are automated um and again the customer here wants to increase the the the number of service requests by 30% that's their goal um and in quarter 2 the trend has been increased service requests that are automated to 33% okay so now that we've set out if you like a a strategic road map of what you're trying to achieve um around your strategic imperatives and business objectives how we're going to measure that with the outcome we're now going to go and have a look um at Gary presenting um and bringing to life um a demo of impact and outcome performance reviews homepage there is a value Journey wiet she can uh take a look at this and understand how sorry I'm just putting it back to the start apologies hello everyone I'm Gary Morty and part of impact product management team at service now I'm excited to walk you through a demo of outcomes performance review and aspect of impact value Journey which Nicola just covered this activity can be conducted either by your CSM or your essay or B it gives you an opportunity to understand how your outcomes are performing in comparison to your agreed Target improvements and adjust to create more value or reclaim value I've loged into impact digital portal as Emily gutterz Emily is a platform owner for financial services company in our case study once Emily logs in she's presented with this homepage and within this homepage there is a value Journey vet she can uh take a look at this um and understand how the business objectives and outcomes her and her team are tracking is doing this gives her a quick snapshot she can also go to Value Journey objectives and outcomes to look at all the business objectives and outcomes her under her company's tracking her company has invested in itsm and their vision is to deliver extraordinary employee experience and resiliency as well as expand technology while reducing costs when they were onboarded into impact Emily has collaborated with her impact sport to align on business objectives and outcomes that are provided as part ofct of impact it Maps well to their Vision Maps well to optimize it Service delivery and increase employee productivity they're tracking three of these outcomes one increase request automation under optimized it Service delivery then increase request availability for end users and reduce disruption from incidence volume under in increased employee productivity by setting up these objectives and outcomes Emily and her team have established a strong starting point to focus on specific areas of service now platform the objective increasing employee productivity is a top priority one of the most important aspects to have ongoing conversations with scad as well as monitor performance and get guidance is providing data for metrics that contributes towards these outcomes previously Emily and her team had to manually provide this data from their instance to squads now there is a collection of impact value management data collection apps which Emily and her team can download from service now store Emily and her team have downloaded the data collection app to gather data that help them monitor outcomes and receive guidance from Impact Sports to accelerate value this not only provides them the data from their instance which is visible in a dashboard uh within their instance but it also automatically transfers the data into their impact account Emily and her Squad have been engaging on an ongoing quarterly touch points she can view all her quarterly reviews under outcomes performance here she has access to previous quarterly reviews the most recent review was published on in Q2 of 2024 so when she's having a conversation with the squad they observe that the increase request automation outcome under optimized it Service delivery see seems to be performing well in the current quarter they see that there is an increase in 33.34% versus the goal of increase by 30% this is measured by percent of request automator now they look at the next outcome under increased employee productivity here the increase request availability for end users measured by number of request flows seems to be trending well as well actually extremely well in the current quarter it is increased by 72.1 3% compared to the goal that was set to improve it by 20% the next outcome that Emily and her team is tracking which is reduced disruption from incidence volume seems to be not doing that rate their goal is to reduce it by 25% but in the current quarter Emily and her team have reduced it by 18.5% this is measured by number of incidents closed they can examine the trends more closely by clicking and reviewing the details in the fly outs the first fly out gives a summary of outcomes under a particular objective uh it gives description and many other details they can also go to the next fly out to understand historic Trends and also the quarter over quarter Improvement now Emily and her Squad agree to review this outcoming data so they go to initiatives and accelerators initiatives road map to analyze why incident volumes have only been reduced by 18% and how they can reduce it further to meet their 25% goal during this discussion they consider how the updates to Incident Management and the implementation of problem management could have contributed to the 18% reduction in incident disruptions the primary goal of problem management is to prevent incidents from occurring and if they do occur to prevent them from recurring this proactive approach marks a significant shift from merely reacting to incidents what could Emily do to further improve the outcome performance Emily and her team are currently having an advisory session to reimagine the user experience with service portter the squad's recommendation is to focus on knowledge and have an expert connect with it as this will improve case deflection and provide extraordinary employee experience squads provide expert Le outcome performance reviews they will create recommendations for Emily which he has access to by going to Activity Center all recommendations here Emily notices that there is there are few quite a few new recommendations one being expert connect for Knowledge Management which they discussed Emily can now accept this recommendation or reject by clicking on that card and then going to the fly out within which um she can either start a conversation to get have that expert connect or reject it by either clicking the thumbs up or thumbs down this way during outcomes performance review impact sads will help with observation and provide recommendations for continuous and ongoing Improvement unlocking more value from service now products and with that thank you for the time today okay so that's the demo um with within impact around outcome performance reviews um what I want to do now because data clearly is is a key part of of a successful outcome performance review so we're just going to drill down into the data because data collection has been simplified um we have a number of ways of collecting data um and that it's a layer of accuracy As you move from the left to the right so we we have service now Telemetry data and we call this low Fidelity data because it it's um unvalidated data that's literally taken from the customer's instance your instance and it's pushed into impact then in the middle we have what we call medium Fidelity data and this is the uh impact data collection apps and the reason this is medium uh Fidelity data is because um you're able to configure so if you think about that you may want to within your business process rather than looking at incidents closed you may measure um incident time to resolution so you have the ability to to configure aligned to your your business processes and your requirements so that's medium Fidelity data and then lastly we have high fidelity data and that's manually provided by the customers so it's it's it's customer um customer validated data okay so we're going to focus on um impact impact data collection apps now impact data collection apps are leveraged through the service now performance analytics and that really provides a scalable solution for managing the the process of collecting data um the apps are installed on your instance so on the customer instance and each app is preconfigured um so it can capture all the data based on the impact value blueprint standard definitions so in our scenario earlier we were using the itsm um value blueprint but we also have products um for well itm itom HR Sam CSM SPM ham as well as seops so we have a number of apps for these products and impact is is releasing more apps shortly for other products now you don't need to be licensed if you haven't got um performance analytics that's fine you can still use the data collection app but if you haven't got a premium license you can only go back historically 180 days if you've got a premium license for performance analytics when you go back in time you can go back to get a baseline over a year two years Etc so that's the only difference um with having a premium to to not having it but using the data collection app so one of the really exciting things that that uh impact has launched recently is when you've installed the data collection app and set it up on your instance the data is now um automatically updated into impact so the data from your instance uh monthly will be updated into impact and this will be um automatically loaded into impact on the 21st day of the first month of that new quarter so if you remember outcome performance reviews are run quarterly so the data is updated for each qu quarter so we're in quarter 3 July is the first month um and July the 2 first there will be an upda in impact of the previous quarter quarter two okay so now I'm going to um share a demo from Giles um and this is really to introduce you to the data collection apps and so you can get started and getting your self set up so that we can collect the data hello my name is j Southerland I'm a value strategist here at service now and today I'm going to provide a demonstration of the impact value management data collection apps I'll be taking you through through three key steps in the process that is uh an overview of had to request and install the data collection apps I'll then be taking you how through how to configure the data collection jobs and finally an overview of the data collection dashboard okay let's start by heading over to the service now store and requesting the apps so let's start by searching on impact and as we scroll down you'll see within the Innovation lab there are currently n uh currently eight data collection apps available and these are based on each of the products So today we're going to work with the itsm product if I click on that all that needs to be done is that the uh the app is requested here that'll go through to service now for approval and as soon as it's approved you'll receive uh an email and uh asking you to install the plugin on your instance while we're here though there's one of thing to note in terms of from the service now store and within the specific um application you will find a link to supporting links and documentation and that's where you find the detailed instructions for installation and configuration so if I just click on that quickly here's the document so it's a detailed document in terms of step by step how to install and configure and uh everything that I go through today uh and more is contained here within the document and I'll just reiterate that these are specific to the application that you're downloading so the hrsd may have some specific setup uh that's required versus what we need to do uh within uh itsm so make sure you get the the download the the instructions as part of the process okay now we'll head over to the instance so as soon as you've got your email asking you to install the app head on over to the plugins module Within your instance and again search on impact now you'll see this hasn't it hasn't actually appeared the apps um that's because by default this is the available for you because I've uh installed these applications already they they're appearing appearing under the uh installed section so let's just check um we've got itsm there I can see that the version that we've got installed here is up to date but just quickly uh if this wasn't installed you just got to click on the over here in the quick actions there would be an install button and you wait for 15 to 20 minutes and the app will be installed on your instance as soon as the application's installed you can head over to the data collection jobs so data collector job roll up on the name impact and you'll see that there are data collection jobs for all the various products that we have um that's be because I've installed these on this instance if you just installed the itsm data collection app you will just see the itsm historical data collection job and the itsm monthly collection job so let's go into each one of those first of all we'll go into the historical data collection job this is an OnDemand job so you really only need to go through this process once and this is going to collect all the historical data that is required for these metrics let me just change the application scope so that it's set to itsm that will allow me to make any necessary changes uh we're primarily interested in the collection parameters here as you can see the relative date here the relative start is set to six months ago so this job if I execute it now will collect data for the last six months uh that's the maximum entitlement as part of our free data collection apps if you have a premium license for performance analytics you'll be able to set that to 12 for a Year's data history or to 24 if you want two years Etc there there's some there would be no limit on the number of years you can go back okay so as soon as you've uh set the appropriate relative start uh you've just got to execute that job the job execution will take uh well really depending on the amount of data you've got within your instance of course it could could take um a few minutes it could take several hours if you're going back many months uh on a high volume instance Okay so we've done the historical data collection job now the only action left in terms of data collection is to trigger the monthly data collection so this is going to be run as an ongoing data collection job the historical job was a oneoff on demand that's been run now so all we have to do here again make sure we've got the right application SC set and then within the job parameters you can see at the moment it's inactive all we've got to do is click on the active uh radio button there what that will do is is that will enable the the rest of the section which says when's it being run so it's run on a monthly basis uh the first day of the month and at the moment the time is set to 12:30 in the morning we recommend that you just leave these defaults as they are uh however your system administrator for some reason may want to change the timing of that job to avoid other batch jobs or for um other various technical reasons let's assume that that's all uh as as as required again we've all in in this particular instance we've already run the the historical job so that all the data will have been uh collected up to the current date uh this job will now be set to run so we're in the middle of July at the moment this job will run on the 1st of August at 12:30 in the morning and it will collect the previous month's data so one the relative to one month ago so it'll collect uh the the previous months data that will be the July data next let's take a look at the dashboard so to see the data collection dashboards we go to the self-service dashboard section within the instance and because I've installed these and gone into these dashboards previously they're here within my recent folder you may have to search for it within the all section there let's go into itm and as a dashboard loads up I'll just explain there are two tabs with uh two views within the dashboard and that is a quarterly view so the metrics are broken up into time periods of quarters and there is a monthly View and each of the indicators is Brad down by month so what we're seeing here are the value blueprint metrics for itsm and quickly it's really important to note that what you're seeing on the screen here is that the the the values that are in the large font is the current count this month of when from when the data collection job has been run so if I run the the the the monthly job today these will be the the totals of the month so far so that may be of some interest but what we're really interested in is the previous month's data and that's in the smaller font here and the reason sorry I just clicked into that one if I come back uh the reason that's of interest that is a complet the previous completed month and that is the value that is is going to get picked up through our integration and transferred over to service now for inclusion in the outcome performance section within impact so for each of these each of these metrics it's the the previous month the June month values that are going to be transferred across so what's important is that as soon as you've run the jobs you want to do a bit of a validation to make sure that the metrics look as you've expected them and also any of the configuration that's required that's explained within the in the instructions that you followed those and that you're seeing the results that you would expect thank you for your time uh that concludes the demonstration thank you brilliant so now you've seen hopefully how easy it is to um to install the impact uh value data collection apps um I just want to recap before we go into Q&A um so today you know we we focused on the outcome performance review and how data signals can really be insightful to drive operational performance but also um around why why you've achieved that performance so observations for example you may have you know implemented problem management and that has a direct impact on reducing incident volume but importantly you know how can you achieve more value and how your squad or your CSM can make recommendations that can continue um and to ensure that that number one you can achieve your business objectives faster you can achieve greater um return on investment compared to your peers um gain um greater exec buying um and platform expansion you know sharing sharing um this valuable Insight you know with your execs can be incredibly powerful if you need to secure more more budget or get um approvals for for new road maps and also as I mentioned before the ability to focus your limited resources on priority um business initiatives okay