hello my name is Ben arenberger I am a digital solution consultant here at service now that's aligned directly to our itam products and in this video we will be going over Enterprise Asset Management how it might be helpful for your organization and what that actually looks like on the service now platform so because service now is a platform what we're able to do is really offer you that comprehensive Asset Management solution for managing all of your different types of assets within one single platform so with service now you can really you know inefficiently manage and oversee your different software Hardware Cloud resources and then for the sake of today's conversation your Enterprise assets and with that uh what we're doing is actually being able to cater specifically to your Enterprise assets such as you know office equipment vehicles and honestly any other physical assets that you have within your organization so what this means is that organizations can really dig down and track those assets to maintain those maintenance schedules uh you know and streamline asset related workflows to to Really ensure that optimization so what is enterprise Asset Management so in a nutshell Enterprise asset management is really being able to have that oversight into all of your uh business critical assets so essentially from that plan uh phase of those assets going through being able to actually acquire them to deploying them out in the field and then through being able to operate maintain and retire those assets as well and with that what you're able to find is that you're going to be able to answer these three questions throughout those assets life cycle right you know what are what Enterprise assets do you actually own uh can you streamline those Enterprise asset processes as well as are you maximizing the usable asset life cycle and mitigating the risk so what we're finding is that there's a few key business challenges that e is posing and that's that there's a lack of asset visibility lack of inventory planning uh there's that exposure uh and risk involved as well as that inability to really scale your current processes and so as a result of some of these key business challenges surrounding e what we're finding is that there's a trend in where asset management is going in the future um you know for from a survey we found that you know expansion Beyond it assets is going to be a very large priority for organizations across all business sizes uh across the entire world often times when organizations are going through their digital transformation process Enterprise assents aren't necessarily the first thing that comes to mind but that is now beginning to change and when you think about it it starts to make more sense and that's because there's a lot of monetary value that is is getting held in our Enterprise assets so we found that $88 trillion in physical assets are on the books with around 800 average hours of downtime per year meaning that when your Enterprise assets go down it's leaving a a high Financial strain on the organization as well as finding that 86% of fraud involves your company's assets so at the end of the day there's a lot of financial value to the organization that goes through your Enterprise assets so we'll now take a look at some of the product capabilities and out-of-the-box workflows that come with service now's Enterprise Asset Management so when looking at the workflows that service now's Enterprise Asset Management has built out we have the ability to have workflows in place for planning and acquisition inventory and Warehouse information requesting and deployment of assets asset maintenance and asset end of life workflows as well but I do encourage you to pause the video to look through some of the different options that we have here within these different workflows so before we go and take a look at what e looks like in the surfice now platform I just wanted to mention and point out that e isn't limited to any business in any sort of Industry we have workflows that are adaptable to all different types of assets so again I please encourage you to to pause and look through these and see if they apply to your organization so the first areas that we're going to be taking a look at within the service now platform applies to the Enterprise asset life cycle management and so when we're talking about this from a business perspective 88% of organizations are actually getting that insight into their entire endtoend Enterprise Asset Management visibility across their organization and so what service now has done is given outof the-box workflows to be able to have that strategic asset planning uh be able to understand financial information tied to those assets as well as compliance picture of all of your different Enterprise assets uh to really drive that asset utilization reducing that capex spend as well as less time spent on auditing so let's hop over into our service now instance to see what this looks like so when talking about the life cycle of your Enterprise assets asss the first thing that we're going to walk through is what assets you actually have within your organization and the outof boox workflows that you can apply to them within Enterprise Asset Management so if you are a current service now customer this view may be familiar to you um this is the employee service center where along the top we have that tab that's dedicated to Enterprise Asset Management so when opening up that tab first thing that we're going to see is that we do have access to our Enterprise asset catalog which is uh composed of all of those different uh asset categories alongside with that we have some quick links for managing the process around things like your stock ordering or asset onboarding loaner request uh among many others so by opening the Enterprise asset life cycle link here we're met with a catalog of supporting resources for us to be able to go out and request that in action to take place against one or multiple of our of our different Enterprise assets so that's that's onboarding a new asset if it's ordering new stock if it's moving assets reclaiming uh refreshing all of these processes are the workflows that take place uh and can be applied to our assets this first one we'll take a look at is the reclaim asset form which is where you're able to go about reclaiming an individual asset from a user or reclaiming their asset asss if this is an employee separation so as someone that cares about maintaining my organization's assets I can make that distinction about who is making this request whether it is from HR or if it's an asset manager like myself so when going about requesting assets back from our employee Abraham in this use case if this was a a oneoff request for a specific asset I'd be able to indicate what assets I need back from Abraham or in this case if Abraham is a departing employee by checking that employee separation box what we're doing is we're able to pull all of the different assets that are tied to Abraham's user record to be able to populate within this asset form so that we are reclaiming all of those Enterprise assets that Abraham has in his possession we can also fill in other information here to be able to Define when we need to get these assets back when we reclaim them uh as well as the method for how these assets will be returned whether that he'll be shipping those assets back to us or dropping them off in person the next thing that we'll be taking a look at is what the process is like for onboarding a new asset into our environment so heading back to the Enterprise asset life cycle catalog we can open up the asset onboarding catalog item to show how we can be bringing in new Enterprise assets into your service now environment by filling in the assets location and the asset model assuming that this isn't a new model of asset we're able to put in this request to be able to onboard a new asset into our service to instance after filling out all the relevant information for this new asset we can go ahead head and submit this request for it to be processed on the back end before we look at how we're actually going to go about onboarding this asset you'll notice that the person making this request will be able to check the progress as the asset goes through its onboarding process we'll now change views to see what it looks like to onboard this asset so when opening up the asset operations tab within the Enterprise asset workspace we're going to see all of our assets that are currently waiting to be onboarded into our environment when we open up the request that we just submitted we'll see some basic detail about the asset itself like its approval status uh and who the asset is requested for when shifting over to the requested items tab we're going to see that we have that requested items number and then moving over to the asset tasks tab we'll find that there is an Enterprise asset onboarding task waiting for us to complete to start this onboarding task we'll first assign this to us and then we'll pop over to the Playbook view before walking through the step by step in this Playbook we're first going to be prompted to first of all start our work and therefore start the timer for recording the time for our work this is used to ensure that we we are keeping track of how long it takes to fully on board this asset but with that if this is an a paid employee uh by the hour we're able to take that information and tie it back to an expense line which you can tie back to the asset itself and what that means is that we can actually use that information to calculate towards the total cost of ownership of this asset throughout its entire life cycle now the Playbook view is the view that will help us walk through the steps needed to tie in all of the different information about this asset that we need for things like the responsible parties maintenance warranties or service contracts even things like Asset Risk scoring and depreciation calculations so for the sake of this demonstration I'm just going to be going through marking all of these as complete just to Showcase what it looks like when we are actually going forward to close this task now that we've gotten confirmation that we're officially onboarded this asset into our system we can toggle over to the time worked tab to see that we were automatically associating the amount of time worked to this record since we've officially onboarded this asset and this record is marked as close complete let's head back to the employee portal so we can see what the Enterprise asset catalog looks like when going about requesting an Enterprise asset on the service catalog eam is giving you that ability to bring in nearly any type of asset so no matter how big or small whether that's a piece of equipment worth maybe a million dollars or something that a nut and bolt might be costing pennies uh you can achieve all of those within the service catalog and service now we're also giving you that ability to create those prise asset topics that makes it easier on the requesting experience for those end users depending on the types of assets that they are looking for so now that we've gotten a little bit of insight into our Enterprise assets life cycle we're not going to shift the conversation into inventory and so what we found is that 71% of supply chain leaders are expecting to revise their inventory policies and strategies uh not only this year but going into the future and so what service now has done is we've given that ability to have that increased stock room efficiency to be able to have service enhancements for those different stock rooms for your employees to be able to get their assets request and Reserve assets as well as really being able to drive that loss prevention which is such a big spend for organizations nowadays and at the end of this what we're going to find is that we're going to be able to optimize those stock levels improve that and balance sheet that the organization is spending from a financial point of view as well as reducing inventory shrinkage so when opening the Enterprise asset management application and service now the first place that you'll land is the Enterprise asset overview and within this space you're going to be able to find things like important actions that you can take to be able to fill in different missing manufacturing information or Benchmark costs we also have these quick links that are going to provide information like asset requests that are open um different refresh requests recalls um and different other workflows that are applied to the Enterprise asset management process another thing that you can do within here is if you have multiple different locations or stock rooms you can filter this view down to look at specific locations or different types of assets that you're looking to see so the next area that we're going to be taking a look at is our Enterprise Model Management View and similar to what we saw Within the uh overview we're going to have those important actions as well as other information about our different models so things like Enterprise models that are going to be due for end of life um consumable models that are due for end of life and then as we look towards the bottom here we have our Enterprise model risk heat map which is going to be measuring our different Assets in our estate by the impact that it has on the organization as well as the likelihood that it is to fail the next thing that we're going to take a look at is all of our different models that we have within our environment so what we'll see is the display name for the model the manufacturer um what's the actual name of the asset uh short description U model number if there's a model category for it as well um as well as the class and um other model category as well as classification um and then model type and this is where you can uh decide with uh whether something is a user assembled or a simple asset or a pre-assembled um as well as if this ties back to a catalog item um as well as the useful life and when it was last updated you can also edit all of these different columns so you can really customize this view to what you really need to see so maybe you didn't want to necessarily see one thing or you wanted to add in another piece of information in here you could easily do that at your fingertips another thing to point out here here is that service now's Enterprise Asset Management tool is industry agnostic so whether your organization is in the construction industry you're looking to solve for your facility assets medical industry industrial assets retail it really doesn't matter what industry you're in we giving you that ability to go through create all those custom assets within here to be able to manage and track them throughout their life cycle one thing to know note is that we are in that Enterprise Model Management view um but what we'll do is we'll switch over to the Enterprise asset estate view so that we can actually get a look at what are the physical assets that we currently have in our environment um and within this view we're going to find things like hey what are those asset warranties that are going to be expiring those asset requests those refresh requests s similar things to what we found in the Model Management view um but we also are going to see that we do have that Asset Risk heat map view as well and and you'll see that the numbers on here have changed a little bit and with that because we're looking at the individual assets on that asset level not necessarily just the model level and again we're looking at this from an impact and likelihood that it's going to fail and what we can do is actually drill down into this View and so all this data is living and breathing Within These dashboards so that we can go in and see hey what are those assets that we need to keep a closer look at right so understanding that some assets are going to be higher higher risk to the organization and are like more likely to fail let's make sure that we keep an eye on these and we understand that we need to pay a closer attention to that when opening this example of this specific asset for a hydraulic punching machine we're going to find that we can associate all different types of information to the individual asset record itself for this we know that it's assigned to to me we know that it's at the SC campus um and we can keep track of all that information within there again like what we saw with our Enterprise Model Management view we do have that ability to track all different types of assets whether that's construction medical retail all of the above so now the view that we're looking at is the asset indoor map view and this is where you can get that ability to really drill in on the location of your assets in a more visual manner So currently we're in that SC Campus View if there was multiple buildings for that campus we would be able to drill into the specific building and then we can even get as granular as the floor that we're looking at So within this view we're taking a look at the first floor for building one and what we'll find is that within this view we can pull up at any given time where our assets are within our building so for example within this room here what we'll find is that they there a list of the specific assets that are living in that location so we know that there's an HVAC system couple different uh splits uh and these assets are tied to that specific location for the room and the room number and the type of asset that it is so the next view that we're going to take a look at is our asset analytics tab within here and within the asset analytics tab there's two different subtabs within here first of that being the overview tab this is where you're going to be able to understand just some highlevel analytics over your different Assets in by you know model category by life cycle State understanding things like your life cycle overviews but when we're taking a look at asset total cost of ownership this is where often times we're finding that customers are getting a lot of value out of right we're finding that you can set specific total cost of ownership benchmarks for your different assets so that you can understand what assets are going to be approaching that total cost of ownership right when we're understanding what our specific assets are that are uh reaching that total cost of ownership we can understand those different Benchmark C costs by category understanding hey how much uh over a monthly basis are we expensing uh from our our asset estate right and within here we can drill into one of these assets and what we can understand is that for specific this freight liner we can understand hey how how many useful life uh in months is that is it going to be what's that total cost of ownership as of current what's that Benchmark cost and on the individual asset level what we can understand is that we're going to be able to pull in multiple different pieces of information right we can understand things like the failure risk we can understand different attributes around the asset um but when it comes to actually understanding different things around the monetary value we do have that that Financial tab in there as well so there is an area within here where we're allowing you to show how you actually acquired this whether it was a purchase a lease a rental a loan however you actually acquired that asset I would give you that ability as well as we have these out of De out of the boox depreciation calculations that are there for you to be able to help understand how much your assets have actually depreciated over time so whether this was a double declining balance of 4 years or a straight line of 10 years we're giving you those out ofox calculations as well as being able to track all the other information uh around the end of life right when you're actually going about disposing of these assets so as we scroll back up to the top here what we're going to do is open up this child assets Tab and what this is actually here for is for you to be able to track those sub components right when we're talking about a freight liner there's a an engine there's tires there's mult multiple different parts that need to be tracked as well as the contracts that are tied to those right so whether this is a lease contract or a maintenance contract we can try that track that at the asset level as well as how much money are we are putting into this asset so when we're looking at this from a total cost of ownership perspective there's lots of reasons that we need to put money into it whether it's repair labor maintenance purchasing spare parts the purchase of the actual uh machine to begin with right there's a lot of different reasons uh that we are putting money into a an equipment piece of equipment or a machine um and being able to track all of that in one area is crucial along with that we're able to track the total cost of ownership along the side here in a more visual manner right so kind of like what we're looking at with the expense lines but pulled together in a graphical uh formation for you to be able to uh get a quick GL Glimpse at at any given time so also along the side here we have the asset hierarchy which is just another way to visualize your different child assets that are tied to a larger asset as a whole so additionally we have our asset life cycle events so from an auditing perspective you have that visibility into the purchase orders uh whether these assets are moving around uh if it's put out on loan the work orders opened against it if there's incidents or recalls uh or any asset life cycle that it's experiencing throughout its its entire lifespan it's going to be tracked within the individual asset record itself so if we were to pop this open we can see actually all the different work orders that have happened throughout the life cycle of this asset I will get more into the work orders in the work management section of this demo but before I do so I wanted to go back and take a look in the asset analytics tab we have these outof the-box comparative reports that you can create so when we're talking about things like a freight liner for example um we can have that compared to a different version or a different model so as we pop open this freight liner comparative report what we're going to go to is viewing this from a visual Manner and within that what we'll see as this loads up is The Benchmark cost in the middle of the asset and then the two different uh models of freight liner that we have right when we're talking about all the different pieces of data that goes into that right where we're talking about contracts maintenance labor all of these pieces add up to the total cost of that ownership for the asset so being able to have an out-of-the-box report for this makes it really easy to understand and make business justifications another thing I do want to point out is that all of the data that's getting fed into this view is all updated in real time so as you add things to your records themselves that will update and reflect within this report so now that we understand and can get that visibility into our assets life cycle information along with what we actually have in our inventory we're now going to shift that conversation into how do we maintain these assets and so what we found is 65% of Enterprise asset managers said that their main pain point is around optimizing their maintenance plans uh and with that becomes you know being able to reduce those disrup ruptions or or unplanned downtimes and with service now what we've done is created a solution for you to be able to manage those preventative maintenance plans uh also driving that workflow automation behind things like you know your work for work order initiations repairs recalls as well as being able to have and keep track of the accuracy when it comes to these different assets and at the end of this what we'll find is that there's a quicker incident resolution uh you know extended useful life life for those assets as well as higher productivity so when managing the maintenance for your Enterprise assets we're going to make our way into the Work Management view within the Enterprise asset workspace and within this view this is where you're really going to be able to understand all the tasks and relevant information around the maintenance for your Enterprise assets like your part requirements for different orders or parts that need to be requested or maintenance plan all of this is tracked and managed in a highle perspective in this dashboard and so when ensuring that your Enterprise assets aren't experiencing any downtime it's all going to start with making sure that you have proactive preventative maintenance plans in place so within this tab what we'll see is a a list of all the different uh preventative maintenance or maintenance plans that we have created and so when popping open an example of what one of these Main maintenance plans actually looks like what we'll see is a few different key pieces of information right so along the top we you know currently in that details tab but we also have things like maintenance schedules planned maintenance records work orders work orders tasks that are all tied to this maintenance plan so in the targeted assets section what we're doing here is a making sure that we are associating the right maintenance plan to the correct assets as well as B what to do when this maintenance plan runs on a record that is already under maintenance and if that were to be the case we're given the option to either leave it alone cancel the existing or add to the existing maintenance plan record that's open and from the aspect of ensuring that we are targeting the correct assets we do give you that ability to build out filter conditions so these filter conditions can be based on asset type model number serial number Asset Risk score or really any detail that tied to an asset that you would like to apply this maintenance plan to so now when looking at when you want to apply this maintenance plan we have the section for maintenance schedules so that you can determine when uh and how you want to trigger this maintenance plan so in this example we know that this schedule is active we know that it's the trigger is based off a duration and that trigger is going monthly and so as we pop open this this maintenance schedule what we'll see is that there's a lot of good information that we can keep track of in tied to the schedule itself right so things like your work order templates maintenance plan records uh work orders but also information about the schedule right so we know that it's a monthly um conveyor motor inspection we also get the information tied to how we want to trigger this right so um currently it's set at at duration but we can change that to be uh a metered uh approach to trigger or it has to fit a certain condition or a script or a duration and meter right so giving you those options to be able to trigger these uh these inspections these maintenance plans how you see fit right and so when we're changing that trigger condition uh it's going to change how that view looks so now that we know when we want to trigger this maintenance plan we're giving you that ability to go in and create standard work order templates for whenever this asset is being worked on or is going through it in an inspection in this case and so by popping over to the work orders tab what we'll see is all the individual work orders for this asset type that have been created from the work order template itself so for example we can see here that this work order has been assigned for this specific uh conveyor motor and when we pop open the actual record what we'll find is that all the information needed to efficiently go about completing this work order is all within this area so we know that it's already been assigned and it is currently sitting at that low priority along with where that asset is actually located and within service now's Enterprise Asset Management along with the field service Management Solutions we have work orders are made up of work order tasks that the technician has to complete as well as the checklist items for the technician to to follow really ensuring that even if it is their first time servicing or inspecting that asset they have all the relevant information needed to successfully complete the work so in this case they'll need to make sure they check with security put on eye protection make sure nothing's caught in the conveyor and put their gloves and rubber shoes on we're also giving you the ability to tie any required part parts so that the technician knows what to bring with them when they are going to actually service that specific asset along with any relevant Parts knowledge about the assets that they actually servicing so as we can see for this specific model of conveyor there are two different knowledge articles that are tied directly into the record where you're able to attach things like product manual or visuals or even videos about the product so this has just been one example of how we support the mainten mainten practices that for this specific conveyor motor but when it comes to all of the different assets that your organization has we start to see that bigger picture of how important it really is to have a solution that can help you proactively keep track of those business critical assets alongside with the work orders and maintenance that help keep them up and running because these assets and the maintenance that they need can be a fairly difficult thing to manage and things like spreadsheets or maybe a legacy CMM tool utilizing these templates really helps Drive value for you to be able to not only create standardized work orders but also these checklist templates these templates really help drive that need to maintain and service your assets the right way to really help adhere to things like safety protocols have all the right tools and parts needed and simply just lay out the correct way to properly ser in maintain that specific asset so you may be saying to yourself well yeah this is really awesome but we don't really want to have our technicians carry a laptop out into the field with them um to be able to get all this information well we actually do have the service now mobile application that can help support this so service now has two different mobile applications that we offer on both the Apple in Google Play stores and currently we are taking a dive into the now Agent app and the first thing that you'll notice here is that you have that ability to do audits of your inventory whether that's either a stock room or an entire location as we change views over to the Enterprise asset tab along the bottom here we get access to a handful of outof the-box workflows that through your mobile device's native capability with its with its camera enables you to create assets perform asset lookups do stock room or location Audits and even complete a disposal disposal workflow for when you're disposing of your assets so by using the camera that's built into your mobile device you're able to actually go through and scan these barcodes of the assets that you're looking to either create or receive from a PO one thing to note here is that the service mobile application does not necessarily need internet connection for you to be able to perform these tasks uh there's this thing called service now's mobile offline mode which enables you the ability to resync all of the data and tasks that have happened while the technician was offline when switching over to the my tasks view on the bottom left what we'll find is that we are able to see all of our different tasks as a technician that we need to attend to so for this example we need to inspect the brakes we know uh the work order that it's tied to um additionally we're finding that we can actually go ahead and start our work with that we are able to keep track with an automatic time counter or we can manually log our hours so that we can have an accurate log of time spent working on each task so now that we've started our work on this task we're going to be able to track a few different things throughout while we're working on this specific task and one of those is going to be the activity the parts that we need and the related activities the first thing you'll see is the sibling task related back to the work order but as well with that is the checklist so as we scroll down here what we have the ability to do is go through and use the checklist to keep track of the progress that we're making while we are doing the work so now that we've finished this task we can head back to the details tab where we can actually go forward and close out this task after hitting the close button in the bottom right we are automatically prompted to jot down some work notes related to the task we just finished and we can go ahead and submit where we see that green success bar meaning we have now finished this task so one of the most common misconceptions that we hear when introducing e to a customer or partner is well we already have a cmms system isn't that just what e is and the answer to that is no right so when we're talking about a cmms tool or computerized maintenance management system often times that's really just it right they're maintaining that uh that management system right when it when we're talking about maintenance and repair and actually going out and scheduling work and managing your work orders that's really what a cmms tool is doing whereas e is really focusing on not just the maintenance aspect of it but really understanding from an asset perspective how you go about planning acquiring installing operating all the way through the retirement of your assets right so looking at this from an endtoend perspective rather than a point Point solution approach so one of the things that makes e so unique is that it's built on the service now platform and what that means is that there's tons of out-of-the-box Integrations and applications on the service now store that can be easily integrated so that you can pull in all of that important data around your OT or your different assets out in your environment so one of the Integrations that we are seeing pretty often is with zebra motion works with their RFID systems and whether that's with the handheld scanners for zebra motion works or it's with the actual zebra motion workor server and their antennas and scanners we're actually picking up all that data and relaying that into your service now instance so that you can have all of that asset tracking location data right within your instance in real time so now that you know all about service Nows Enterprise Asset Management there's a few key steps that we like to recommend when you are looking at your Enterprise Asset Management strategy that first is going to be looking at an understanding your Enterprise asset life cycles business goals and the Strategic vision for what you you see your organization doing with your Enterprise assets next is going to be sitting down and identifying and targeting those upcoming implementations or refresh cycles that really will help determine the impact that this project could have and lastly is partner with our team of experts and partners uh to really go through and walk through the combined benefits of automating and optimizing on the now platform and with that if this video piqued your interest and you would like to learn more about Enterprise Asset Management feel free to follow that link to the service now website or reach out to your service now account team to learn more but with that I want to say thank you very much for watching today's video and have have a great rest of your day [Music]