hello everyone and welcome to wpm Academy I'm Deborah McGrath principal product marketing engineer with service now and host of our SPM Academy webinars today we're thrilled to be joined by two of our top collaborative Work Management experts Lilian Yang who is a senior principal inbound product manager and Irene V senior outbound product manager let me first point out our Safe Harbor notice that while most of what we'll be discussing and showing you our features that are available now this presentation May contain forward-looking statements reflecting the current beliefs of serel and all are based on current information available however actual results May different materially and should not be relied upon in making purchasing decisions so as we look at our agenda I can tell you that we're in for a treat as Irene and Lillian will be discussing why we created collaborative Work Management or cwm Lilian will then show us a demo including several new great capabilities and they'll also discuss typical use cases of cwm and how to go about implem to get started and then we'll wrap up as usual with some helpful resources and upcoming events and now I'd like to welcome Lilian and Irene so Irene why did we build collaborative Work Management thanks Deborah so let's set the scene for how we view the world of work um in cwm we know that service now offers these amazing domain specific tools across the Enterprise that really fit these great use cases that are really common but we also know that the reality is that teams are still using other tools for cross functional collaboration such as to-do list spreadsheets and notebooks and they're jumping to these tools because what they're looking for is something really lightweight and flexible that they have a lot of control over but then the result is that under the surface you have this array of disconnected tools that don't talk to each other and that don't connect to the now platform when this happens a cple challenges arise the first is that we see silos being created between teams and a frustrating employee experience where they have to jump between several tools to complete their work teams are often required to use complex or inflexible tools that serve as speed bumps as opposed to Catalyst to Innovation and with many different applications Shadow it starts to manifest itself in costly redundancies increased administrative burden and exposure to security risk and then finally managers are unable to see their team's workload and then in turn team members don't see how their work relates to the larger goals and strategy of the organization causing additional disengagement given the pace of change across all Industries it's critical for teams to be able to centralize on a single tool and collaborate effectively and in real time and so this is where cwm comes in simply put cwm is a central hub for knowledge workers to plan visualize and collaborate on work with their team teams and so we're going to get into the demo which I'm sure everyone's excited to see in a second but just before we do that I just want to touch on a couple of notes about why we think that service now cwm is the best tool for your teams that are working on the service now platform the first reason is that it keeps all of your work in a single solution this helps reduce tool switching that swivel chair experience that takes work out of its context and also waste time in this frankly just confusing and hard to keep track of teams can also adapt cwm to how they work rather than the other way around they have at their fingertips the power to configure cwm to fit their workflows and their unique needs again without having to go to an administrator to do that work and finally cwm leverages your existing network of connected data to improve visibility in decision-making so this lets you do things like pull on your existing teams your existing stories tasks rather than having to rebuild that in a different system and make sure things are up to date and create all this redundant work you're able to just pull on everything that's there and have the most accurate and upto-date information and so all of this means increased employee satisfaction improved productivity and faster value delivery and with that I'll hand it over to Lillian to give us a demo and see how it works in action thank you Irene I'm super excited to share a demo of CW with you today so we're in the collaborative Work Management workspace as Aaron today and I'm going to show just one application of how you can use cwm but it can be used broadly across any initiative where you're meeing lightweight planning needs so Ain today he has a personal space where he can plan his own tasks uh documents to do this he's also part of a couple of shared spaces so you can see here his pmo org is organizing some documents he's part of of um a social media marketing team he's part of a cloud migration um initiative so it can be your spaces can be centered around your teams or the work you're doing and today Ain has been tasked to plan the company's hackathon so he'll go ahead and create a space to plan the hackathon so he's going to call this hackathon 2024 and within this space he can start inviting some team members to help him collaborate so he's going to invite arid Abby and maybe we'll also invite a group here so we're going to invite our itm engineering to help now within the space Ain is able to create either a board to organize tasks or a doc to organize documentation he wants to start planning some tasks around the hackathon so we're going to go ahead and create that board and we'll call this hackathon planning and now that that board is created we'll go ahead and start adding tasks um so we'll maybe Define some themes and challenges for our hackathon we can um look a conference room and we'll create a marketing buyer um and one thing to note is that within that space Aon can create as many boards or docks as he's needed um to um plan this work so if he needs another board um to uh plan Logistics of that conference room he can quickly spin up another board for that um and the and then we can also plan different types of tasks so say we want to uh plan um defects or we want to create some custom ones so I may want to create some events related to my hackathon or I want to um add some checkpoints so I can quickly add those as new item types and then U making sure that they're enabled now I can start adding those types of items so here I may create an event for our um kickoff party for that hackathon and I'll change this to the event type or I may want to have an award ceremony and you'll see that these tasks come with some out of the box columns that you would expect such as assign to States or end date but if I have the need for a custom column um I can quickly add those custom columns and we support a large range of different types but um let me demonstrate a few that might be helpful so I may use a label type column when I have a need for a column that has um multiple labels so I'm going to start assigning teams to this work so we'll call um we'll need to pull in our HR team our facilities operations and also maybe our marketing team and we can Define some custom col colors for each team add that as a column we'll also add a people type column called approver because I would like some approvers for these tasks and I'll use a custom filter for this approver field so only people who are in the department HR will be able to approve these tasks and I'd also like to reference other tasks in service now so uh I know some of these are dependent on some incidents we have open right now so I'm going to add a related incidents table here and let's go ahead and start using these columns we just created I'm going to move them up front so I can see them easily and then I can start adding which team is going to do each piece of work so for the themes and challenges I will assign this to our HRM marketing team for the conference team uh conference room our operations and Facilities will be helping out with that and marketing flyer the marketing team will be responsible for I can also add a approvers and once again they're filtered to that HR column I chose earlier so that I know the approvers of these paths are only um the people in the HR team I'll also tag some related incidents um that may block our work so I can quickly um tag incidents I can reference any table and service now so if I have related risks project tasks I can quickly create a custom column to add that reference in now taking this view of this data I can also flip it into different views depending on the workflow I want support so I can see things in a timeline if I want to see from a bird ey view what's happening this week and move things across the timeline I can also take these tasks and see in a comom mode and start moving work across Lanes I can Define the lane I want including across custom columns I've created and one really cool feature of our boards is the ability for end users to create automations if I want to create simple automation so that my team saves time um doing manual updates I might create an automation such as when the state of the field changes to complete then update that priority to moderate so we'll see that in action so let me go ahead and turn on our priority field and based on that I'm going to change this task to complete and you'll see that the priority automatically updates to uh to moderate another type of automation may be to help my team be informed of upcoming changes or when things are due so I may set a notification where when the start date arrives send a notification to the assign two of that task so that they know that they should start working on it or when the end date 3 days before it arrives pleas send an email email to that approver so that they can start looking at that work and making sure everything's done right so you can send an email to specific people to custom columns to everyone in that space so it's really flexible for you to make sure that everyone is informed of changes to the product uh to your project all the custom columns and automations that you create are localized only to this board so you're not affecting the custom Columns of another space you're working on such as your social medium uh marketing space where you may have different needs and we can also connect this work to straty planning workspace so if I'm um my hacka planning is related to a goal I can quickly tie it to a goal that my team is working on such as employ well-being and growth and we'll be able to see that all these tasks drive towards a strategic outcome and if I want to see this as a planning item I can attach it to my lens structure which right now I'm using my organization lens so I'll add my department HR and jumping into our strategic planning workspace and going into our HR portfolio for 2024 you'll be able to see cwm boards as a planning item along with your demands your projects and epics so that you can prioritize them and also see them in a road map with other items that you're working on now coming back into our collaborative Work Management workspace we also have the ability to create Docs so that you can action on your work directly within that workspace so say Aon wants to work on the task of defining themes and challenges instead of jumping into a different tool you can directly create that document right here now our docs is a rich teex stock where team members can collaborate on so I'll populate some content here you'll see that Erin is able to quickly put in hackathon themes and challenges and the nice thing is he can tag them team members so we can mention AR and ask him to please add your ideas here and we can reference other records so we can reference any record in service now cwm task project task incidents so I'm going to go ahead and reference that marketing flyer so that Ain knows to update the flyer with our themes and you'll see here Aaron is able to collaborate with his team members create documents and all of this is available right now um as of our May release but I'd like to also explore what's coming in August as part of August release we're introducing the concept of my work so my work actually brings together all the tasks that you're assigned to across cwm so if you have 10 spaces and people are assigning you tasks across each one you'll be able to see a Consolidated view of everything you're assigned as well as brings in anything you're assigned to across SPM so project tasks risks issues all of your Rak items demand tasks and your stories you'll be able to filter which ones you're um interested in right so that you can change the filters you'll be able to set a date range of what tasks range so this month this week or tasks you're assigned today and also see a quick overview of high priority items so what's overdo what's open What's um super critical right and um clicking into each of these modules you'll able to filter that so clicking into overdue I can see quickly all my overdue items open up the record to see more details and start actioning upon that work so instead of you know having to click into each project to see your work you can see across all my projects these are my tasks and also see the source of that project right so I can see that this task right here is related to a project I'm working on around bill pay so we're super excited to bring you this new feature in August and that is our the end of our demo thank you we've actually got a bunch of questions in the chat we had a couple questions around kind of actually the fields and sort of the back end um so one there's kind of two related ones one are these actually creating fields on a table kind of asking about the acl's and then the related one I think it was a question around um you know is it related to the task the normal task table so the cwm test um is not on the task table there are plans to potentially bring in some of the work in the task table into cwm but that's TBD how this works right now is the out of the box columns are on its own table then as you add custom um columns we're adding it to a table called CD cwm custom task table and we combine that into a single view here so that you can see both your out of the boox columns as well as your custom columns awesome and then related question what licensing is required for team members so can answer that it's either an SPM license or which includes cwm or there's a standalone cwm license and then um the second part of that was do custom task types and custom columns count towards the custom table and custom entitlements and those do not count so to uh provide further detail on that um the custom columns um they are limited to um 100 per space so you do um per space you would have 100 custom columns which should be um sufficient for most does this replace demand management project management or agile 2.0 what Persona are you targeting as the primary user of this tool it does not replace demand management or project management that those are both part of SPM and agile 2.0 this is something that we're looking at as kind of an alternative to Agile 2.0 in the future right now the kind of guidance is to continue to use agile 2.0 but we are definitely building out agile capabilities Within cwm and so the primary Persona that we're targeting uh it's a very broad answer our kind of answer is really any knowledge worker on the service now platform we think can have a use case for cwm because it is so uh lightweight and flexible and customizable we do see this as a tool for the work that really everybody in an organization does everyone has tasks everyone's collaborating with each other they need to work on but we are going to be building out more tools for more targeted personas like agile team members um but more sitting kind of at the team member level if you're someone like a project manager um or program manager uh you're probably going be working more in SPM yeah and I'd like to add for pro uh for the main difference that I see between um cwm and project is um this is more lightweight whereas for project if you're doing more formal um waterfall projects where you're dependent on dependencies Milestones baselines or you're doing uh financials and resourcing that's where I recommend uh using project um they can certainly be used in conjunction for each other but when you need that you know status report financial reporting definitely go into project demand should certainly be um managed within the demand workspace and you know all of these are different planning items that roll up into the same root map right so you may have a demand that converts into a cwm board or a demand that converts into a project but you'll be able to track them all in one view in our prioritization and our road map right there are more questions in the chat but I think we'll go ahead and get to the last couple of slides where we'll talk on use cases and implementations and I think that that might answer some of the questions as well so yeah as we said I think a lot of people are wondering that are familiar with SPM how this works with SPM and as we mentioned um cwm is included in the SPM license but it's also available as a standalone license so if you have other team members who don't use SPM if you have other stakeholders who want visibility into work in cwm can have their Standalone license for that comparing it to kind of the other tools that you might be using to track your work project workspace and the planning workspace how does cwm fit in where should you be doing what type of work so with project workspace this is um more for your structured planning where you might be tracking resources and financials if you need either of those things tracked that should live within uh project workspace this is going to be best for like that very structured Ed work planning workspace is more for a higher level prioritization of Road mapping of all of your planning item types so projects demands epics as we mentioned now also cwm boards and if you're tracking goals those will also be in planning workspace and then cwm is for that lightweight flexible task tracking this is where you're not as concern as concerned with structure and kind of conforming to other things where you want to give your end users a lot of flexibility I kind of think of this as like you know this is where you really are just trying to get stuff done we don't want a lot of processes we don't want red tape you're just giving someone a tool that they need to track their work so I think operational work came up and some of the questions this could be good for operational work where it's just sort of day-to-day stuff that's going on just needs to kind of get done and this is a tool for um teams to do that without slowing them down uh and then again to touch on use cases a little bit more uh we always get asked you know what are the use cases we see for this and it's a little bit of a hard question to answer because we see so many use cases and they're so varied from organization to organization across Industries as well as across departments but a couple of things that come up frequently um that are good to think about one is just cross functional work where maybe these different departments use different tools traditionally and it's hard to get them to all centralize on one tool this can be a great platform to do that cross functional work things like policy reviews things like contract renewals one off ad hoc events that come up um are going to be great for cwm and then also for any work that is related to other work on the on the now platform especially because we can reference other work in docs and in columns also just to keep everything on one tool without having to switch so a couple examples are like it s process Improvement problem resolution um I saw a questioned about continual Improvement management so yes this could be a great way to track tasks related to that work for APM this could be tasks related to application onboarding or offboarding with app engine you can imagine this it's a really great place for citizen developers to start planning and brainstorming the apps they're building so again very broad use cases think of flexible work that just doesn't have a great home today or you're Maybe jumping to another tool where it would really be better to have this all within service now platform so lilin could you talk a little bit about like some of the specific use cases that we've heard from our customers yeah we've really seen cwm used across industry so in healthcare and Manufacturing it use cases are so wide uh and varied um so we've seen people move um building locations right uh using cwm and planning a move we've seen cwm used for um implementing applications and also for planning retail operations onboarding of new vendors um go a marketing team uses it our internal sales team uses it to plan organize their demos really a lot of work that's you traditionally tracked in spreadsheets or one note um your oneoff to-do list being now organized in cwm and then can you talk a little bit about the implementation so the implementation is super easy we've had customers set it up in a matter of minutes um that's because there's only really two required steps you install the cwm plugin and you assign the role and that's um the only required step to assign the role to the people you want to use cwm and because it's so configurable they end up configuring their own custom columns create their own spaces and they can decide who has editor or viewer access to their spaces we also have three optional steps so um you can set up an automatic workflow to Grant roles uh to users who request it you can set up the cwm and SB sbw connection as you saw earlier where you can enable cwm to be tied to a specific lens structure and you can also Define which tables can be mentioned in docs so you saw in our demo that we've enabled a a wide variety of different tables such such as incidents and uh and project tasks and all of this implementation it um we have a easy guide available in our community there's a step-by-step video and we've had lots of customers follow the guide and get started in a few minutes so feel free to scan that QR code to get started and then we'll take a look at our upcoming evinced resources uh but the first one we just want to encourage you all we have a a really fast demo like three minute demo on YouTube so if you want to share this with your team go ahead and grab this URL it'll give you the quick rundown of everything you need to know about cwm um and then I'll hand it back to Deborah to share some of the other um events coming up thanks Irene and Lillian what a great discussion and an excellent demo of that incredible flexibility of collaborative Work Management and we also appreciate that sneak peek at the new myor feature it's really easy to understand how it can enable planning collaborating across cross functional teams thanks also for that great Insight on how and when to use cwm I know that's evolving as well as how to get started I do want to point out that video that IR just shared it is a great video and it happens to be Irene again so definitely want to encourage you to take a look at that we do have some upcoming events in August our APM solution offering will be renamed to Enterprise architecture and our next SPM Academy webinar will be August 29th when we'll introduce service now Enterprise architecture with brand new and enhanced capabilities including Enterprise modeling and visualization Consolidated technology portfolio management enhanced digital integration management to help you better understand your organization's landscape and much more so do join us in August for that next our biannual SPM Vision series is coming up again on Thursday September 19th scan this QR code to register for the event where you'll hear discussions and demos from service now customers and Industry leaders as well as our service now team members including a keynote by our SPM Anda general manager yoa Boaz and a look at our SPM product roadmap presented by director of product management Karina Hatfield and the week before that on Thursday September 12th we'll present our biannual Enterprise architecture vision series formerly called APM Vision series it's a similar format as our SPM Vision series and this one will be pretty exciting as we'll hear from doron Orbach senior manager inbound product management about our plans as we expand our APM offering more fully into the Enterprise architecture space and of course you can register for any of our live on service now events at community. servicenow.com under events as well as check out our YouTube playlist to view this webinar again or access our prior last Thursday's SPM Academy webinars thank you again Irene and Lillian this isn't the last time you'll hear about collaborative Work Management we're really pretty excited about it thank you to my fantastic co-producer John Lim and much appreciation to you our SPM Academy audience for joining us see you on our next SPM Academy webinar