session so we're going to get started with a couple of housekeeping items first if you don't mind first off uh Safe Harbor just want to make sure that everybody's aware that this presentation may contain forward-looking statements and reflect the current beliefs of service now and are based on information that's available today uh statements are relied upon and making you know just keep in mind these statements should not be relied upon when making purchasing decisions Etc we go on to the next slide today's session is part of the live service now live on service now a curated series to reconnect you with service now uh experts and peers that you deploy products with to achieve value faster across the globe uh representative by the audience that we have today we hope you join us for other webinars uh around three or 360 exchanges as they occur you can see the schedules and by scanning the QR code attached in or using the link attached in the chat so please feel free to go ahead and do that before we begin today just a couple of quick notes we'd love to encourage questions as you're as you're listening to today's webinar you can reserve that time at the end of the presentation we'll ask all of those questions or we'll hold up those questions and we can ask those there within the zoom chat questions you can use the Q&A section for that this session will be recorded for the entire Community to enjoy afterwards feel free to head over to the impact product Hub at any time to engage with experts and ask questions on the latest Innovations from Impact and look for upcoming sessions as well lastly uh please do look forward to a survey following the session we just want to hear your thoughts how you thought today went what value you got out of it as you uh are on your Learning Journey all right I'd like to move forward with introductions first of all it's my pleasure to introduce jery muchler from New York City Health and hospitals he is the director of IT service management and proudly owns the platform at service now primarily I'm joined also by Clarice Kennedy senior customer success manager for service now she's my partner in crime we serve on a couple of accounts together and we are part of an impact Squad myself I am a senior success architect with service now and my job is to help you identify opportunities around your strategy and making sure we're aligned to the value within your organization so that we can make sure that we're delivering on your business outcomes at the end of the day Matt Hong from senior outbound product manager he is going to provide us some impact updates as well so we're going to kick off with a poll question we have a good number number of folks out there um so please go ahead and look in the chat for the poll all right and I can I can take over from here a and thanks so much for introducing us here hey everyone Matt Hong on the outbound product management team for impact um some of you should see the poll question uh pop up on Zoom at asking how do we how do you currently track value that you're receiving from your service now Investments we have formal metrics and dashboards gut feeling manually generated reports as well as we don't have good tracking mechanisms in place just looking at some of the results here it looks like it's about 5050 uh split between formal metrics and dashboards which is fantastic as well as we don't have good tracking mechanisms in place so little split there um we have a few folks who do have manually generated ports and currently right now no one based on gut feeling which is really great but yeah okay but looks like a majority of you do have formal metrics and dashboards in place which is fantastic so thanks so much for responding to the poll uh it is my pleasure to first introduce you all to service now impact today um what is it Well Service not impact is a value acceleration solution designed to Maxim imize your investment with service now um it's built directly on the now platform and what we do is we combine predictive software with human Ingenuity to keep your platform healthy and speed up your time to Value we offer personalized insights recommendations value tracking industry benchmarking best practices content learning and Technical Support all centralized in one portal built and continuously iterated for you so today we're going to here from Jeremy and New York City Health and hospitals about how his team is using benefiting from service not impact but before we dive in we want to give a quick primer of what impact is as well as a quick product demo so I'm going to take over the screen here and walk us all through a quick demo all right so we're going to be looking at impact Through The Eyes Of Emily who is a platform owner and her job is very similar to a platform owners out there she wants to unlock the full potential of service now for her company in this case a company called Eagle Ventures so Emily starts her day at the homepage this is a single pane of glass for her personalized value acceleration at the top of the page right here she can review Key activities and deliverables that need her immediate attention the impact homepage includes personalized recommendations for Emily things what she should do next that are best for her as well as the oran organization impact leverages AI to provide this future guidance and recommendations so all the activity that she does within the platform it's going to further refine future recommendations for Emily on what to do next scrolling down further she reviews the business objectives and initiatives that support her value journey and here she sees one on increasing employee productivity which is a big priority for the CIO this year it's a big goal that will require every all hands on deck and we can see that there's actually a few service now products that are helping Emily achieve this goal such as itsm HR Sam and more that all roll up into this objective next down below Emily reviews her impact entitlement so aside from managing her value journey and having this digital experience impact also includes valuable resources like advisory sessions these are expert-led workshops where Emily can ask service now technical experts on best practice to achieve their goals and accelerators which are fixed scope offerings to help accelerate the service now Journey these include things like design reviews or maturity assessments scrolling back up on the right hand side here she can get a quick snapshot into the status of all of her recommended capabilities that will accelerate her company's path to value now this is across all the products that she has purchased from service now scrolling back up a little bit more platform health is also top of mine for owners like Emily with a healthy platform she can push Innovation to her users with confidence and right here from the homepage she can monitor her instance Health right here see those key metrics track Trends across all the instances that she currently manages for Eagle Ventures if she needs any support or has any questions she can initiate a conversation with her impact Squad to quickly receive the support that she needs here she has access to the entire impact Squad consisting of the technical and success experts that will guide her through her service now Journey these include support account managers platform Architects success Architects and customer success managers who each play a vital role in Emily's service now Journey lastly on the very top right Emily can review the impact Foundation section this is what makes impact such an exciting value proposition for our clients we've analyzed thousands of customer engagements which enabled us to create this step-by-step operating system that helps customers deliver maximum value in the shortest time possible with impact foundations right here Emily knows where her company is the value journey and so she has a good sense as to where she is but now it's time to get to work so she's first going to head over to the capabilities map to see the service now products that her company owns for the first time ever Emily has a clear view into all of her service now entitlements you can specifically see right here what has been adopted what is not in use what is currently being implemented and more as well as having it broken up by specific products on the left hand side here this will help her identify new capabilities that will further support the cio's vision she can edit and manage this capabilities map on her own right here so for example if she knows that advanced work assignment it's actually in the implementation phase she can change it right here and if she's not sure of what one of these are for example Knowledge Management she can click in and get a quick overview as to what it is as well as a link to the relevant product documentation so we can see that our company owns a lot of different service Now Products across Creator technology workflows she even has another instance that has customer workflows in it as well but she knows that itsm is going to be a big Focus for her in the next year but there's still a lot of unknowns for her for example what metrics should she use to measure her success with itsm and that's where value blueprints come in so value blueprints are a tried and tested methodology to understand track and measure what customers want to achieve in the self-service experience Emily can select the service now products that she owns so for example let say itsm here and impact will then recommend business objectives like increasing employee productivity operational outcomes and success metrics tied directly to these products from here she can handpick any of these recommendations she'd like to track for example maybe optimizing incident content channels and now Emily and her team know exactly what outcomes they are working towards to improve with the help of service now so let's fast forward a bit it's been a few months team has been hard at work let's check in and see how they can track their progress first Emily navigates to platform Health we know that technical debt our clients time to Value prevents them from delivering Innovation and realizing value from their investment in service now with impact it is now Emily's platform Health Command Center where she has a One-Stop shop into critical metrics for maintaining a healthy platform from here she can quickly diagnose her platform Health across these five key categories that we continuously scan for and so she can see also how her scans Trend over time get key takeaways and highlights areas to focus on Focus her attention on and any notes directly from her Squad she can also review peer Benchmark data that shows how well her instances are fairing against peers in her industry she can compare based on size AG of customer industry and more this Baseline helps leaders around the company understand how similar companies in the industry are performing so things overall are looking really good scores are stable which is a great job but next Emily wants to get a sense of how those outcomes that she set up in the the value blueprint are measuring how they're doing through impact Emily can easily see their kpis for their business objectives all in one place here she has the single view of all the metrics she's measuring split up by those business objectives at the top here so let's take a look at increasing employee productivity here we see two outcomes that they're currently tracking for reducing disruption by duration as well as by volume you can see what products are involved in each one of these as well as digging into deeper to see the overall trend of how they are tracking this on this metric over time now what if Emily wanted to see how specific product like itsm was performing well that's where business value comes in Emily can dive in a value report for the products that she owns so for example itsm here and here what we can see is that from their investment in itsm Emily's company has generated over $6 million of value across these three business objectives that we see on right here from here we can break it down by initiative to see exactly how those business value calculations are being created so Emily Pats herself on the back is ready to share the Kudos with the rest of the team for the great work towards this objective so this was just a quick sneak peek in how Emily and platform owners around the world are leveraging service now impact today to accelerate their time to value and increase the overall Roi from their investment in service now so with that thank you thank you so much for the time today um I'd love to turn it over to Jeremy New York City Health and hospitals to really get a sense of his story and his experience with iack so Jeremy take it away good morning everyone so just high level overview um you know with our journey with service now we would have been one of the companies that would have answered that you know our the success of our platform is measured by our gut feeling because you it was fine we didn't have any outages it was available but there was also that feeling that we weren't doing enough with it um we're also going to be hammering on you need the executive sponsorship because that's going to be a big uh proponent of your success and then at the end we'll also sort of share some of the outcomes that we've had you know our our big wins our little wins we can go to the next slide so quick about New York City Health and hospitals where the largest Municipal Healthcare Services the nation 11 hospitals Trauma Centers Neighborhood Health Centers and so on we provide Healthcare to New York City and it's a great honor to work for a company that's doing something like that because it you really get to impact people on a day-to-day basis we can go to the next one so our history before we went on our impact Journey we went live with the Jakarta version in 2018 huge success a very smooth go live uh my team quickly just started doing little minor quality of life fixes you know couple categorizations here working on catalog items to expand our service catalog nothing big we were doing yearly upgrades those were relatively smooth as well we didn't have any major issues and then really the only other big thing we did was rolling out you know the demand and project management two years later but really over those five years we didn't do a lot and as part of our platform and some changes at our company our CIO came in and said you know look all the Gartner Reports say look at all this cool stuff that you can do a service now we were looking at our spend and we felt there was a a disconnect there was some frustration among the different areas of leadership because there was a lot of interpersonal issues and just different teams not willing to work together our plat form owner at the time didn't want to talk to the sales team or the stakeholders the stakeholders wanted to do new stuff but we couldn't get any traction and really at the core we didn't know how to really progress any new ideas now we can go to the next slide so our executive leadership spoke with our sales team we were introduced to impact and when they came in they said well one of the first things you guys need is your executive governance if you don't have a central place for leadership to discuss what you're doing no one's going to know so we were able to bring in our platform owner at you know the time and our major Executives our stakeholders get them all to sit down and give them a voice and one of the first big wins we had was our CIO who wanted us to start this journey said I'm going first to answer questions on what we're trying to accomplish with the platform so that way everyone can see it's important to take part and you're going to have a say as part of that we also had some formal demand governance established because we were doing things a little you know fast and loose in certain parts and now we have a road map which is one of the you know it's it's comforting to know this is what we're trying to accomplish over the next couple of years and then there was certain areas where we weren't sure who was in charge of some of the products that we wanted to roll out we were able to use our executive government to say okay this person is in charge of this area this person's in charge of this they get the final say but everyone gets a voice to say this is what we need from the solution and next slide please so as Jeremy alluded to CIO led the way with the initiative research actually shows that visible and active sponsorship is critical success factor and it really drives change related to the initiative that you're trying to serve from prai they actually indicate that 79% of projects with extremely effective sponsors meet or exceed their comparison of 27% with ineffective sponsors so in Jeremy CIO there's a lot of things that really make her the idea candidate for that sponsor communication skills awareness around of all the levels to communicate mentioned the ineffectiveness of different groups uh just setting the tone to help Drive the initiative and effort within every individual across the organization is key creating engagement through their enthusiasm it really drives a lot of that they're engaged they're involved they're visible and supportive most important I think they're approachable I know that Jeremy has no problem going to his CIO and saying hey we're having this Challenge and I need help in this area and and ultimately having her hear him out which is awesome they set a clear uh vision and strategy for the organization as a whole and they partner well with your service now team to make sure that that vision and strategy is executed most importantly they remove remove barriers that are achieved along the way or are encountered along the way and they hold others accountable to making sure that they're accountable to delivering success overall next slide yeah like I said we are going to hammer this point home uh if you ever have the ability to I would also like to shout out the adopting a platform owner's mindset course that service now offers on now learning I actually had the privilege of taking it twice I took a public class as our company guinea pig and it was such a positive experience that we had our entire coei join and we did a private class so everyone involved in our processes was able to sort of come in and it gives you a good overview on how the different levels of government should work how and it gives you an ideal version of if the teams were working together this is this is what it would look like so with our senior leadership we have you know clear communication we know what the vision is and we know where we're trying to get to what is our desired end goal everyone that comes to the table knows you know what their roles are what their responsibilities are there's no question on you know who to talk to if you need a certain process improved or if you want to start utilizing some functionality that right now might just be you know a little niche but other groups will have interest one of the big ones for us though is empowering the resources to really execute the these business objectives before when the development teams weren't able to really work hand inand with our stakeholders that's part of what led to our stagnation we weren't able to see that this is what they were trying to accomplish and help them accomplish that we just wanted to keep things as business as usual the quarterly impact review is great because not only do you see your process but it holds you accountable like you know the impact Squad here is to is uh their aim is to be fair and show this is what you're doing well this is where you need Improvement and also give you ways to do the improvements removing the roadblocks uh we've gotten a lot of initiatives off the ground with the help of our impact squad one of our big ones is you know we wanted to roll out virtual agent for a couple of years we never knew where to start and we were able to utilize some of the resources we get through the IMPACT program to really give us that kickart all of our stakeholders who who are involved their engagement has gone through the roof you know we had our traditional itsm stakeholders that were pretty well involved but we've gotten a lot of other areas of our company coming to the table saying hey you know we're looking to replace XYZ function we heard you could help they get folded in they get to go through our executive demand governance and they're brought to the table and the work we're doing for those groups helps pave the way for the other groups as well because there's a lot of interplay between the different modules so the better data we have better everybody's life is going to be and then the Strategic decision making is key because that way it's not all on your platform owner to say yes or no and some you know with some projects they're big enough that you need that executive governance to come in and say look this is something we want to do as a company everyone is going to get on board yes we're going to fund this we're g you know we have our timeline in mind and it gets the wheels going it's not you just screaming into the void that hey we'd really like you to use this and you get that change enablement uh moving along on to the next slide please so some obvious benefits of impact which is what you'll see on the uh marketing material and when you talk to your sales team about this one of the biggest one is access to the on demand now learning catalog so you can send your developers to some self-paced training and it really gets the ball moving on things uh you know before where you might have to go through uh you know budgeting or you know getting the uh the funds okay to take classes they're available now so that only that'll help Shore up your existing functionality because maybe you've just been using it because you had you know a Professional Services partner come in help you with the roll out and you've just been doing business as usual but also as you have new modules and new function fun ality that you're exploring you have all the training right there to show you you know this is the ideal State and then you can start making those adjustments and then if you end up purchasing learning credits the impact Squad will also help you develop a plan on how to maximize that value so that way you don't just have like maybe one Superstar developer using all of your learning credits because you know that's they're they're willing to you could say okay this we should spend some in this area this area needs some help you're probably good in this spot based on your maturity the health scans that we saw during the demo are also great they give you a lot of peace of mind it gives you a couple metrics and the underlying causes of you know some different areas that could be paino you know security user experience the overall platform Health with that you can work with your uh solution architect figure out okay these are the areas that really need a lot of work and you get to see those scores improve month over month as long as you're putting the work in and it gives you that peace of mind that maybe the platform's working well but you're never certain that things are as well as they seem or do we have a issue that the next time we do an upgrade we might end up you know having a big mess on our hands and one of our big wins uh we went live with a product called nuo which is a rather large module and service now that's provided by a third party vendor and in working with our team we were able to run Health scans on the code before moving it up to production they were able to do uh instance assessments so that when that product went live and we basically doubled our transactions overnight you couldn't tell there was no blips on performance we didn't get any reports that you know even during the go live event itself that anybody was experiencing the system any differently other than the people who were using the new module and then our upgrade to Utah and also recently to Washington DC we didn't have any issues related to the upgrade after we went live you know maybe one or two small UI things that were fixed with a patch but there was nothing broken because we get all of that support and all of the help leading up to the go live that you're not just doing it on your own anymore next slide please so the accelerators I had touched on with virtual agent this is a huge win you no longer just have you know the docs page and even just the training to say oh okay this is what we need to do this gives you you know basically Professional Services or expert Services levels of Engagement with subject matter experts who know how the product is supposed to work how it's going to be configured so as part of that we identifi you know when we were doing our virtual agent accelerator we identified a few areas that because we were five years into our journey we just had never implemented AI search being a big one that it's might not come up as a this is key but it really is and you start to see okay this is how this fits in you need to spend the time as a business to get this up and running we expanded our knowledge base and we did a lot of background work just to get caught up to where we could finally start working on Virtual agent itself and we recently went live with our pilot program with virtual agent and it's been very well received you know it it works as users would expect we're getting a lot of good deflection from our service desk it's been a positive experience and a lot of that is because we always had that expert help and even if there's not an accelerator for a particular process you get access to subject matter experts on you know Case by basis is where you might know hey I have 90% of this figured out but we have a very specific issue that we're not sure how to tackle your impact Squad will get you in touch with somebody who can walk you through the issue give you some ideas and basically do everything except for actually put hands on keyboard and solve the problem for you the capabilities map uh in the last year and a half with impact that is really evolved in the developer portal one of the other big issues we had is there was a lot of product capability that it wasn't anything that we were being charged specifically for and not using but you know depending on what level of subscription you have there's a lot of features in the itsm suite or SPM and the impact Squad sits and goes over and say okay look here's some very you know useful powerful uh capabilities why aren't you using them do have plans do you have another product that is performing that and then you can go through and say okay you know for everything that we have access to it helps drive that road map where you can say okay we know that we need to do better with knowledge but maybe we already have an on call Scheduling function that we don't need to uh roll that out and then everyone from your company can go into the impact portal and say oh we do own this and it's not on the road map or it is on the road map in the future and it just gives that visibility to everyone that it doesn't feel like you're keeping secrets either on purpose or just because there's no easy way to let people know and one of the it's listed under obvious benefits you don't realize how important having a support account manager is until you have one know you service now supports great sometimes you'll have cases that sort of get stuck for one reason or another your Sam comes in and they're working in the background for you um making sure that you know there's nothing languishing because the right people aren't being involved and they also help you navigate the process better you know it's there's the obvious stuff of making sure you provide steps to reproduce issues or you know properly classifying it but they also say look if you come to support this is what they're looking for or in order to prioritize cases here's the options you have other than just calling up and saying hey this needs to be a P1 and it really makes the interaction with support a lot smoother and something we have bolded is once we started working with our support account manager our case count also went down almost 80% just because with their guidance on how to better navigate the process so we didn't end up having to open five or six cases when one would do and we also had our uh expert connect through impact we were able to get things moving along and then not be stuck waiting for case replies and next slide please now the unexpected positive impacts the neutral third party pointing out the areas of improvement could be huge and a lot of that is on every side of you know the table you have to keep an open mind because if you do what you've always done you're always going to you're going to get what you've always gotten sometimes you might know that we could be doing a certain process better and it's hard to communicate that nobody wants to hear that their baby's ugly but your impact Squad can come in and say look you know here's where you're doing things well here are some parts that are a little weaker and they'll bring in data and you know case studies that say look this is what you could do better and here's the outcomes you can expect with the access to the on demand training your process owners get a huge boost as well this they're no longer relying on you to bring to them features that you think they might like and instead they can go through and say oh you know I took the itsm training and we'd really like to start making better use of change models as an example and uh we've had 50 and growing of the on demand training courses completed this number is a little outdated um but you know every day we have our our process owners and our development staff going through training as time allows because it's just increasing our time to delivery the other thing I think Jeremy that you guys do really well is as you bring on new modules or you're thinking about bringing on new modules you guys leverage your on demand training to help educate those folks that are thinking about that process which helps you ultimately yeah we we have two products that we are self- deploying uh and our the teams who would be in charge of configuring and making day-to-day use of those products went through the training to learn how they're supposed to deploy the products and they've been going through it on their own we didn't have to bring in an expert Services team to help hold their hand you know on the basics they've been able to set up their project plan using some of the resources available and they've been executing and our development teams have had very little interaction because they haven't needed us to do the development piece they're aware the these are the capabilities we can configure and they've been doing it on their own and then also with a lot of the different process you go through you get to revisit some of the old business so sometimes these are things that when we went live in 2018 we just weren't ready to do and then you forget that they're there and similarly every time you go through a platform upgrade there's a long list of here's what's new and here's features that you should use especially during an upgrade you don't have time to do those sometimes and with our impact Squad continually challenged us saying hey look you're having this issue if you rolled out you know this functionality you could smooth this over and then you know you have your development team your stakeholders the process owners going oh yeah that sounds like a great fit and then we get it on the road map and we get it rolled out and then the last one it's sort of a double-edged sword having that proper governance is also an advertisement for what service now can do no longer are we just seen as oh you know you go to service now you enter your incident you and your changes we have people from the clinical side coming in saying hey we heard that you know for this group did this we have a similar use case that we'd love to talk to you about uh coming back from knowledge this year I had you know a big uh announcement that oh yeah by the way we're rolling out integrated risk management because our security team as part of Coe COI got word that hey this functionality is there our current tool isn't really working for us and it's coming up to end of life and we were able to you know sort of jump start their process of using the system and I said it's a double-edged sword because a little over a year ago our backlog was pretty small and we didn't have a lot of work coming in and we are at capacity at this point we're not you know we're not overworked but we we do have a good amount of work uh for the next 12 months plus our road map that we're working on and with the executive team sort of helping us figure out this is what's really important and then we can fill in the gaps as we go and next slide all right so that brings us to the end of the presentation as a whole I do see that we already have a question in there Clarice I'm gonna pass it over to you for questions