up next we have Gus pastori the director of creator workflows for us public sector at service now Gus hey everybody um my name is Gus pastory I've been with service now for about four and a half years I uh I spent the lon share of my time here at service now teaching and working with our customers um on how to leverage a consistent platform across differentiated systems but more than anything how to use a collection of tools to build applications fast and one of the things that Mr Holzman set up here that stuck with me that I'll hit on is we can deliver software fast but our users aren't ready to consume using consistency at the engagement layer and flexibility at what we refer to as the later you have the ability to deliver solutions that pipe data across a multitude of systems while leveraging consistent familiar user experiences um that allow you to a deliver faster but B allow your consumers to actually consume that software without needing to be retaught and retrained all the time most of the time when I talk to my customers um I really like to start out with asking them how they feel about service now how do they rationalize service now what do they know about it it's pretty consistent and that most of my customers come back to me and they say hey service now is a ticketing system so the first thing I like to do is to not dispel that myth but to realign the thought around that specifically so service now was created by this gentleman up here on screen Fred luy way back in 2004 under the notion that most if not all organ ganizations regardless of Industry segment or vertical fail to Route work effectively across the Enterprise he built the platform with three very key pillars in mind those are the key pillars that have maintained and sustained us as an organization and our customers inside the dod within the federal government and within the Private Industry those three key pillars are first and foremost a standardized set of developer tools secondly a standardized way in which we can model data and third the ability to map out the organization and to deliver the right experiences to the right people and put it in the right place at the right time vure Capital told Fred they said hey Fred that sounds great but that's a little bit of a pie in the sky thing we need we need a use case so Fred thought and thought and he called back on his background of paragon systems and what stuck out to him is that there is this kind of global uh understood standard of iil just this massive binder that we could digitize using those same set of tools so we did that and we brought to Market what everyone now knows as itsm or ticketing within the it domain now the important thing to note here is if I take the provision of service from someone who can do something to someone who needs something away from it and I pointed at the business what do I have I have a service management platform that allows me to put the right information in front of the right person at the right time so they can take an informed action as service now and our customers started to leverage these tools and started to understand that if I'm delivering servic around a laptop or network access or this is broken or this needs to happen really what I'm doing is I'm kind of drawing the picture of what's analogous to the greater problem across the entirety of the Enterprise so our customers started to use those tools and to deliver service into the mission areas into the business units into the Departments where they required the same level of workflow automation but more than anything auditability and reporting over time service now recognizes these patterns we productize it whether you're consuming something out of the box from service now like hrsd from Human Resources uh customer service it you name it all of these tool tools have been built and delivered with the same set of tools that I educate and espouse that my customers leverage to build outcomes within their mission so from a topographical standpoint how should you think about this how should you look at this service now provides you options and consistency on how you engage your end users those options can be accomplished whether it's from a mobile interface whether it's from um a web interface on a tablet whatever it is service now is a system that is configurable versus the past of systems configuration when I build a workflow and I promote it into a service or a catalog item and I most of my consumers consume it through a central service portal if I then expose those Services whether it be as a requestor or as a fulfiller I am giving individuals the ability to consume that through a mobile experience service now has already thought through a lot of these things be below that we have the system of intelligence the ability to take workflow Define parameters and apply logic so you can track work as it moves and traverses across the Enterprise but one of the things that I find most compelling is that this action layer the action layer is just the ability to prescribe or Define what happens when something needs to happen I think we complicate what service now really is service now is just a collection of if thin statements some sometimes you buy them sometimes you build you build them those if then statements are if this happens then this happens if this user is prompted to put in this information then it's collected and it's driven down the to these collection of individuals who can fill fulfill upon that request service now is a big system there's a big platform a lot like a lot of the other Cloud providers it gives you a lot of different options on how you solve a problem the thing that I'm starting to learn about my customers is they have this kind of backlog of transformation that they seek to actually accomplish but one of the things that constantly gets in their way of accomplishing that is some of those systems the heartbeat of the Enterprise are difficult to actually transform and move away from so how does service now play in a world in which these systems are the heartbeat of the Enterprise we'll talk about that in just a second something I want to bring to everyone's attention in this middle layer is where you see the buzzword or the moniker of AI I want to try to simplify what artificial intelligence or generative AI on the service now platform actually means for us generative AI is purpose built people first we can do a handful of things right now on our platform the handful of things that we can do ticket deflection case summarization knowledge article generation or build applications I can speak applications into existence and if I know my business process then I can be an active participant and collaborator in how we transform the Enterprise as someone who's a domain expert in the mission that I support for us those four couple of things look we're not going outside the box we can only apply generative AI to the data that's stored in the tables in the system that you own so service now is not going to take your your workflows we not going to take your data we're not going to send it back to some llm that sits back at home the way that we're doing things is to secure our customers data and our generative AI strategy is just another flavor of the AI strategy that we've already deployed if you're using uh performance analytics if you're using um other AI tools on the service now platform that same security protocol that same trust that you have and our ability to deliver secure experiences around your data is going to Extended self into generative AI on the service now platform I've hit a couple of buzzwords but a uh a couple months ago I was approached by a couple people at service now and they asked me to uh lead up kind of this new practice this New Concept within public sector and this New Concept was to apply the system of action the consistency of Engagement across a bunch of different Erp systems now I am not going to sit in front of you as a paid uh mercenary of service now and say that Oracle or sap or workday or otherwise are not going to cut it anymore we know and I know specifically that it's not for me to say that you should do something somewhere it's an organizational and it's a business decision but those organizational and business decisions are actually conflicting with each other right now you live and you breathe through some of these Legacy systems but those Legacy systems are difficult to configure those Legacy systems are different are difficult to accomplish the backlog within you probably work within a bunch of different Erp systems and have to swivel from one system to another and in the absence of your backlog being accomplished you actually develop your own processes that are not auditable they're not reportable and they're not automated you start to engage in spreadsheet driven processes you engage in email driven processes I myself I have a multitud of different systems that I have to work through every single day and sometimes service now gives me a new system then I have to learn that system and all I want and this is what we're doing as a company but all I want is the ability to go to one place to find the things that I need to do the things that I'm asked to do for my job so that I can spend more time working and less time getting work done and I do believe that there's a difference these systems that you've started to collect and the difficulty of maintaining and sustaining is soaking up a ton of your budget and it's taking it away from True transformation within the organization again it doesn't remove the importance of these Erp systems not in the slightest but what we're actually saying when we talk about modernizing these Erp systems is how you leverage a service now platform stripe it across a multitude of different systems and from there leverage your action define the process that need to take place and then tunnel or integrate deeply natively into the table or a hierarchical structure of that Erp system itself I'll stop for a second because the notion of Erp modernization is uh something that was new to me and as I was learning about why I should go down this road the first question that I ask myself is why would somebody do this on service now if if they've spent all this money on sap sap has a business transformation platform btp Oracle has Apex why would somebody think about service now for that and it goes back to what the previous speaker said you have to constantly train users on new systems and new software when new systems and new software are delivered unto you that makes it difficult for you to consume the transformation that it is fever fever ly trying to deliver on for me what I came to realize is most of our users already know where to go to request an IT ticket a good portion of our users already work within the system as a fulfiller doing work on behalf of others within the mission what we're talking about is leveraging service now as a role-based platform to deliver the right experiences to the right people without having to constantly train them on New systems now we're not going to do some crazy stuff on the service now platform there is a place that it starts and a place that it stops most of our customers they Define that for themselves some of them come to us they ask us to participate and collaborate in that conversation but one thing that I know is absolutely true if we do what we've always done we will get what we've always got I am not marginalizing or taking away from the importance of systems like Oracle or sap not even close actually what I'm advocating for is more of this Northstar concept sap specifically um has talked about this notion of delivering clean Core architecture clean Core architecture is it's a pipe dream it's a long way away and a lot of our customers are starting to think about how do they go in that direction this is what we envision this is what we envision with our industry partners and let me first say I work for service now I know it inside and out I do not know sap and Oracle inside and now we depend on our industry Partners to straddle straddle the boat and the dock one foot in each place and to help our customers actually decide what belongs where we are not suggesting that the most Mission critical uh processes the things that sap is built or Oracle is built and depends on highly performant things things for real functional power users we're not saying bring that into service now not in the slightest we're talking about the things that are smaller the things that are more agile the things that require um more of a distant user to constantly engage with and immerse themselves in we're suggesting that they spend their time in a place like service now so let me stop and just ask if anybody has any questions or comments on what we talk about when we mean Erp modernization or more than anything the service now platform in general does anybody have anything okay all right let me go back real quick um the notion of building applications on the service now platform has anybody uh that is a consumer of service now heard about Creator workflows at all okay so Creator workflows in my opinion is the lifeblood of our company everything we sell has been built with the same set of tools that we Empower our customers to use to build it's still requires when you leverage a low and no code platform the ability to understand how applications should be built and how these tools can and should be used you still have to teach people when I uh was coming up in like starting my career I spent a lot of time in uh like modern infrastructure distributed storage fabric hyperon convergence and I watched the transformation that our customers had to make in order to adopt um the same happened with cloud in the past we built these structured organizations that were based off of skill sets we had a storage team a compute team a network team a virtualization team they all built their careers around this competency and that became difficult for application development to to work with and deliver uh transformation at a very high rate of speed so industry looked at what some of the public Cloud providers namely Google was doing and they built a scalable Appliance and that scalable Appliance actually forced customer to think differently about how their teams were structured the thing that I then noticed as I moved to another organization that was focused on application development was the the kind of the same thing is happening with building software these resources are really difficult to hire to uh to retain uh they cost they cost us a ton of money and when they build applications sometimes that intellectual property sticks with that individual and if they leave an organization does that IP always stay with the organization how do we support that how do we maintain that so I was then introduced to kind of the next evolution of software development leveraging low and no code platforms and I saw the exact same thing happening within software that I saw happen within infrastructure so to me it stood to reason that this is a really good way to spend my time so what we do at with Creator workflows is we give our customers the ability to deliver software meaningful software software that you as an organization decide to deliver on a platform like service now to accomplish these things really quickly I've got customers that have created a quote unquote citizen developer experience I am a firm believer that citizen development is a little bit of an industry term or a pipe dream I think the right way of thinking about this is referring to delegated development it inherently brings with it the connotation that the group administering the service or brokering the service is ultimately in control and that control couples itself to the concept and notion of governance on the service now platform and if you trust me to deliver the right services to the right people if I take that role base Access Control concept I turn it inside out and I point it at developer teams then you trust me to give the right developer tools to the right developer teams and the right applications at the right time without exposing them unnecessarily to things they shouldn't see we do the same thing in an experiential environment within service now but where citizen development becomes a real thing where citizen development becomes something that can be accomplished is when you in excuse me inject generative AI into that equation and from that concept if I have the ability as a business user to speak my outcomes into existence then I have the ability to participate and collaborate within the software development and delivery life cycle within my organization and as a platform owner as an executive I can then Depend and know that service now is a secure governance from the groundup platform and if I trust service now to deliver the right experiences to the right people in a production or experiential environment then I trust service now to do the exact same thing in a development environment and it's that that time is when citizen development can actually be accomplished so when you start thinking about how these power users the people who know their business processes inside and out when these people actually have the ability to say I need this and they can participate in that and you can deliver it more a little bit more quickly and faster then you actually have the ability to chip away at a backlog that might be years away and I have customers that tell me that every day I've got things that I want to do and my team and some of my partners are telling me I'm at the bottom of a thousand task list and it's going to be a year or two maybe more before they even get to it and so I have to develop my own processes and I have to work outside of these systems and I have to spend time manually entering data and that's where people get frustrated and you know I'm I'm not a um I'm not an expert on global politics or anything like that but it does stand to reason to me that we need to put at the Forefront the um productivity of the warf fighter productivity of the people in the mission supporting the war fighter so they can have what they need and spend less time working and more time getting work done so I covered a lot um I'm going to leave you just with this before I take off um service now is simple it's not as complex as people make it it's about connecting someone who does something to someone who can do something there's a lot of different ways to consume that service now is comprehensive we have an in-depth way of integrating service now to other systems but where this really starts to take off is when we start to look at the performance and the integration needs of connecting service now to thirdparty systems like Oracle sap workday or otherwise and that's where service now is going to start putting some focus and that focus is going to be delivering data models competency based off of best practice and understanding of Partners within the industry around sa workday or Oracle and allowing you the opportunity to consume or to build your your own table structures your own data models your own hierarchical structure that will Empower users to work in a consistent system while that data tunnels down into the other systems without having to deal with the complexity and the interchang of that data so I I appreciate everybody giving me time uh to speak to you today uh I'll pause and just ask if there are any other questions um and if not I'll hang around in the back for a few minutes and and give you the opportunity to speak to me one-on-one if you'd like so does anybody have a question or a comment yes ma'am can you elaborate on that a little bit yeah um I'm in sales and in sales everything is a lot simpler than it actually is and I do recognize that um here's what I understand to be room so service now has a product and actually let me go back to this slide right here automation engine down here at the bottom so automation engine is effectively a collection of different things um th those things are this the first thing is what we call document intelligence so the ability to integrate and to go collect information off of unstructured PDF or like paper paper documentation you leverage um artificial intelligence that is trained to recogn ize characters data information on those forms within those PDFs and then to act extract that and then to pump that into table so it can become actionable so uh let's get away from fat fingering and making uh uh information entering mistakes the second component of that integration layer is robotics so everybody uses uipath everybody uses automation anywhere blue prism for us um RPA and I think for the industry RPA is kind of becoming table Stakes I'm seeing a lot of these RPA vendors say that they are now a workflow platform but um sprawling Bots introduce sprawling problems uh so what service now believes is that when you're automating workflows on the service now platform and you need to extend to A system that doesn't have an API or an integration layer maybe it's an external website to go out and verify information and Pull It in or maybe it's the the ability to go to a system that's really difficult to integrate with like a Mainframe or something like that we can go in and scrape that information and pull it over we can all apply a bot to a desktop and train that bot based off of um you know user requirements to be able to go from system to system copy information move it over all that runs in the background but for my uh for my perspective one of the more important things is what we call integration Hub so integrationhub is in effect a collection of what we call Spokes and spokes are pre-built connectors and apis that service now builds and supports in conjunction with our partners within this ecosystem um and we give you the ability to consume those apis and connection points many times over within an instance or multiple instances now the reason that I think that's important is because service now is giving you a baseline that Baseline is something that we know works with some of the other partners in the industry and they're over 200 of them um but it's not exhaustive but that Baseline is an important place to pull from and to start with the other thing I would say is uh governance is important here as well um there are a lot of platforms a lot of tools where you have to go and you build an integration you build an API you do it in one little section but there's no way to really Federate that across multiple different development teams so if I'm sitting at my desk and I'm building a workflow uh within service now and I have to build an integration or API that doesn't exist uh within the kind of prepackaged list of spokes I can do that and I can apply uh governance to it and I can Federate that and I can give other development teams the ability to consume so that's from a development standpoint now look everything is different everything has its own challenges all these different systems do I'm not um I'm not not recognizing that but at its most foundational level service now does help our customers take care a lot of that integration layer issue um but when you start to look at how not just moving data back and forth kind of like operating in a live environment between service now and a system like sap that's where it's really important not to just have a two-dimensional uh concept here where you're basically just telling service now here's here's the information push it over here this system recognizes service now and then it moves it over like that can kind of fall over and fall on its face a little bit and that's where the data model um aspect of this comes in so what we can do is is we can build kind of the the right hierarchical structure of how T how service now should be um arranged and with the right uh engagement the right type of prompts for people to put in or use or operate off of data and then we can leverage other types of integration uh components that we do with these bigger systems uh certain type of certain types of tables that allow us to effectively mirror connect directly into the table that exists within that other uh database that other Erp system so um you do have control on how this how this is accomplished what I'm suggesting is not that service now has everything figured out I'm suggesting that we'll give you a place to start from we'll give you a way to use that that starting point or that end point many times over without piling up on the backlog um but you have the ability to leverage tools those tools give you power to build the things that you need to build um and look there's you know architectural best practice on how to do these things just like any platform just like any any Cloud platform or anything that's out there there's a right way and a wrong way sometimes that right way is is best for you and it's a little bit different from how we do it but I'm a firm believer it's not my role or our role to tell you how to do things and why um it's your job to pick the best tool for the job and to execute so you know we have a bunch of different ways of integrating a bunch of different ways of marrying service now outside the box and that's that's you know kind of the way it works so thank you appreciate it thank you so much guys absolutely I hope everybody has a great day yeah