couple of minutes past the hour so we'll kick off um today we're going to talk about implementation and roll out strategies for IT service management really how to get service now done and um my name is Chris Shakespeare I'm part of our success at scale team and I'm supported by colleagues from around the company um which are going to work with me on today's webinar get back going just uh the usual Safe Harbor notice if uh you've been to these webinars before you should recognize it and really we may as part of today's discussion make forward looking statements um that's what we believe may happen in the product please do not make um purchase recommendations on that uh until obviously uh release points so just to make sure that we're we're all there so what are we going to cover today well I want to make sure that there's a clear understanding of what itm is and it comes in a range of different flavors and we'll just talk about those we want to look at some of the best practices and resources available going to help you really maximize the value of itsm into your your organization and how to build your own Journey uh to do that and what resources are going to help you um for that we're going to do that today by really breaking into three main sections so I'm going to spend probably the first 15 minutes or so just looking at itm as a whole what it is what some of the key things that we see many customers uh doing to get started off then we're going to split out into breakout rooms where myself and my colleagues will really be there to facilitate discussions and give you guidance as part of that that's around 30 minutes and then we're going to join back together um to look at some of the findings from that and next steps from there just to make your W that due to some uh Zoom issues we're going to have to jump to a different Zoom for a breakout but once we're in that Zoom we will stay in there till completion uh and we'll put that in the chat so that's uh available for you so what is itm and what's it made out of well obviously it's built on the the service now platform and uses many of those core components which are available for a range of applications that you see there such as things like reporting knowledge Etc and obviously you know service now's history is it started with itm but it's grown out massively from there and given where we are today is that we're also augmenting all those capabilities with machine learning and gen so things like virtual agent now assist um come in to support those so itm itself breaks down into really three main areas so itm standard which is what you get first off it's up for first tier and really gets you the ability to modernize your it service management environment so it's providing all those core iil like processes that um get used by many of our customers such as instant problem change along with uh other capabilities to really enhance things like the employee experience such as the request management where we also recommend using things like the employee Center for that and also agent experience so things like service operations workspace itm professional brings in a lot of capability around things like virtual agent predictive intelligent task intelligence as it is nowadays along with more advanced reporting capabilities and some of my favorites such as continual um service improvement um capabilities as well so a lot there if you're interested in the now assist that's a itm professional plus package so it's on top of uh your itm professional and really rounding out the picture is itm Enterprise which is process Mining and Workforce optimization but those are also uh available as separate SKS as well so if you're really interested in Workforce optimizer ation then you can do that as a standalone skew as well as part of itm [Music] Enterprise one of the things we see quite across the range of customers that we work with is you know so I've got all this great stuff I've got this wonderful toolbox but what do I do with it how can I move forwards with it and you know some of that is Express with I want to get rid of whatever Legacy system I've got and that's an obvious uh sort of starting point but really we always recommend that think about it more in the set of business objectives yes replacing the Legacy system you could think about that way but we'd say what is it what's really driving your business is it you want to provide a better experience for employees so you want to improve the seat you've got certain metrics such as meantime to resolution you want to um reduce or is it cost what what is it that's driving your business so have a handful of those a small number but provide that true north for when you're building out service now in your organization and as you go through the deployment of service now always think back to those and say is the action that I'm doing how is it supporting those and is that the most value out of the time that I have available having those set out right at the start is really going to help as you proceed forwards I mentioned earlier that we see a lot of commonality in the way that our customers proceed for us at least to get that modern experience U within itm and we see that through a range of the capabilities with in service now and I'm going to talk specifically about nine of those so we see service operations workspace you know providing that agent with the most upto-date experience and that um information available to them right at the point of consumption as one of the the key components having a great foundational data Within your cmdb recognizing that cmdb is one of these things that lives and continues to mature and develop over time and obviously instant management you know most of our customers adopt in HSM instant management is the first thing that they deploy and it's obviously a Cornerstone to many a service desk going along with that change management uh along with problem management Knowledge Management really providing both that governance and insight um into what's happening and knowledge to share those learning experiences both with your agents and your employees then finally that modern uh sort experience for um the end users so the service catalog request management so providing a service catalog for those many common requests trying to automate as much as possible through request management and wrapping that into employee Center which provides that modern user experience which also allows you later on to surface things like the sort of the the now assist for virtual agent capabilities or Branch further on into maybe uh HR Service delivery as well so that feels quite a lot um but that is the sort of core that we see many of our customers starting with we've got a lot of resources that we use to support that and provide to you as you go through that journey and I'm going to touch on a number of these but really want this to be the the talking point within the the breakout rooms because you want to understand your journey what your blockers are and you know use the the colleagues that will be supporting the breakout rooms to dig into these so what what do we have out there and there's quite a lot and I know that the the team will make this presentation available as later on but firstly impact impact is about value realization every customer has impact base for them but then there's three tiers beyond that uh guided Advanced and total which you can then build from uh so almost you know having that AO powered with human centered support at but guided all the way to having dedicated teams of the total now create there's a lot of resources there which are going to provide you or your chosen implementation um partner or expert Services the guidance to follow leading practices um in the implementation now learning um free and paid for courses that are going to give you the breadth of service now as a platform now support provides that help so if there's a happens to be a problem with the instance um then that's the team at the back end we going to make sure that that gets resolved quickly product documentation or docs as it gets shortened to um lots of in-depth materials and if none of those five things answer your questions then is a very large community that where you can ask the questions or if you're really getting deep into the technicalities there is the developer portal as well and finally uh knowledge that's our yearly conference that's very much um customer-driven but there's also Regional events that happen across the globe and recommend trying to get to those so that's quite a lot of information in a short space of time but what we want to do now is use the breakout rooms to unpick some of that and really understand where you are in your Journeys um what blockers what resources you found would help or didn't help or you believe the answer's out there you just haven't been able to find it and what we want to do is spend about 30 minutes into these respective rooms really looking at these Journeys and then come back together as a group um look at what we found is there any common traits and after we come back together we also got a poll as well because this is the first of what we believe will be many sessions and we want to be guided by you in terms of what you believe should be the topics we should be digging into so we have um the the small group sessions here so it's within the chat um the breakouts are not going to be recorded to be honest it's probably one of those things that you need to be there to to make sense of it anyway um so please jump across into there we will stay in that Zoom session for the the rest of this so this will now close and I will jump into there and we'll we'll uh have a chat so see you on the other side