View Recording: ServiceNow in 2025: Driving Innovation and Efficiency in the Modern Enterprise

0:0:12.528 –> 0:0:16.888 Bryan Schrippe Alright. Well, good morning everybody. 0:0:18.608 –> 0:0:20.608 Bryan Schrippe Welcome to today’s webinar. 0:0:24.948 –> 0:0:26.148 Bryan Schrippe Give everybody a minute. 0:0:29.88 –> 0:0:31.128 Bryan Schrippe Think we’ll have a few more people joining. 0:0:31.568 –> 0:0:33.968 Bryan Schrippe We’ll probably only just give it a minute before I go. 0:0:37.68 –> 0:0:39.28 Bryan Schrippe Hope everybody’s staying warm wherever you are. 0:0:39.28 –> 0:0:42.148 Bryan Schrippe I know it’s -10° here so. 0:0:45.218 –> 0:0:47.418 Bryan Schrippe Alright, let’s get started. 0:0:48.378 –> 0:0:49.978 Bryan Schrippe Alright. Well, good morning everybody. 0:0:50.58 –> 0:0:51.898 Bryan Schrippe Welcome to today’s webinar. 0:0:52.418 –> 0:1:0.538 Bryan Schrippe It’s about driving efficiency in the modern enterprise now, before we begin, let me take a moment to introduce myself and what we’re going to be covering today. 0:1:0.618 –> 0:1:2.338 Bryan Schrippe So my name is Brian Trippy. 0:1:2.378 –> 0:1:6.58 Bryan Schrippe I’m the lead technical architect of the ServiceNow practice here at concurrency. 0:1:6.378 –> 0:1:13.258 Bryan Schrippe I’ve got over 2 decades in ITSM and IT operations space with a focus and expertise on implementation automation and process design. 0:1:14.388 –> 0:1:30.308 Bryan Schrippe So today’s webinar focuses on tools and strategies and best practices that you can enable to streamline operations, improve efficiency and position your org for success in 2025. Whether you’re a seasoned ServiceNow user exploring the platform for the first time or. 0:1:32.208 –> 0:1:37.208 Bryan Schrippe Our goal is to equip you with basically actionable insights that are going to drive real results. 0:1:37.528 –> 0:1:42.328 Bryan Schrippe So now we understand that every single organization’s a little bit unique. 0:1:43.598 –> 0:1:56.358 Bryan Schrippe With Dylan set of challenges and priorities, that’s why today’s session’s designed to be both informative and practical, covering a whole bunch of different topics that you can adapt to your specific needs. Now, by the end of this session. 0:1:56.358 –> 0:2:6.38 Bryan Schrippe What I’m hoping is you’ll have a clear understanding of what how ServiceNow can drive efficiency and innovation in your organization and how to start implementing these strategies effective. 0:2:6.398 –> 0:2:8.718 Bryan Schrippe So thank you for taking the time to join us. 0:2:9.488 –> 0:2:10.328 Bryan Schrippe And yeah, let’s get started. 0:2:13.468 –> 0:2:31.188 Bryan Schrippe OK, now before we dive into the details, let me take a moment to provide some context for today’s webinar. Orgs today are facing a growing set of challenges, increased complexity and operations, rising customer expectations, tighter budgets and a rapid evolving tech landscape. 0:2:31.188 –> 0:2:39.588 Bryan Schrippe So to address these challenges, people are turning to platforms like this now to help streamline workflows, enhance efficiency and improve decision making. 0:2:40.798 –> 0:2:41.838 Bryan Schrippe But why service now? 0:2:41.998 –> 0:2:59.598 Bryan Schrippe So ServiceNow stands out because it offers an integrated platform that connects people, processes, technology across York. Whether you’re managing it, incident, streamlining HR processes, or automating customer service work flows, ServiceNow can give you all the tools to do it efficiently and effectively. 0:3:1.168 –> 0:3:1.808 Bryan Schrippe What’s in it for you? 0:3:2.368 –> 0:3:9.408 Bryan Schrippe So let’s talk about what we aim to accomplish today. By the end of this session, you’ll understand the tools and strategies available. 0:3:9.918 –> 0:3:12.358 Bryan Schrippe ServiceNow to drive operational efficiency. 0:3:12.698 –> 0:3:19.378 Bryan Schrippe Learn practical best practices that you can start implementing immediately to get the most out of your investment in ServiceNow. 0:3:20.918 –> 0:3:25.278 Bryan Schrippe Be equipped with a road map for preparing your org for the demands of 2025 and beyond. 0:3:26.878 –> 0:3:39.278 Bryan Schrippe Now, whether you’re a technician or professional focused on implementation or a business leader driving strategic initiatives or just an end user looking to provide an improved day-to-day productivity. 0:3:40.28 –> 0:3:41.68 Bryan Schrippe This webinar. 0:3:41.68 –> 0:3:42.188 Bryan Schrippe Kind of has something for everybody. 0:3:43.798 –> 0:3:44.478 Bryan Schrippe But I’d like you. 0:3:44.478 –> 0:3:47.158 Bryan Schrippe I’d like to encourage anybody on the session to think about. 0:3:48.878 –> 0:3:55.118 Bryan Schrippe Just not just this as a presentation, but as an opportunity to reflect on your own org’s journey. 0:3:55.198 –> 0:3:57.478 Bryan Schrippe So consider these questions as we proceed. 0:3:58.118 –> 0:4:0.918 Bryan Schrippe Are you fully leveraging the tools that you already have? 0:4:2.678 –> 0:4:9.318 Bryan Schrippe What are the biggest pain points in your processes and current workflows and how can the strategies we discussed today? 0:4:9.588 –> 0:4:11.508 Bryan Schrippe Help you tackle some of those challenges. 0:4:13.158 –> 0:4:19.478 Bryan Schrippe By keeping these questions in mind, you’ll be able to align the insights from today’s session with your own unique needs and goals. 0:4:21.238 –> 0:4:22.758 Bryan Schrippe So why does 2025 matter? 0:4:24.438 –> 0:4:30.118 Bryan Schrippe So looking ahead, you know the pressure to innovate and deliver faster is only going to increase, right? 0:4:31.758 –> 0:4:33.38 Bryan Schrippe Is digital transformations accelerate? 0:4:34.278 –> 0:4:39.318 Bryan Schrippe Orgs must provide efficiency, agility and be able to scale just to stay competitive. 0:4:40.878 –> 0:4:44.918 Bryan Schrippe This makes today’s discussion not just relevant, but kind of virgin. 0:4:46.558 –> 0:5:0.878 Bryan Schrippe Now together we’ll explore how servicenow’s tools and strategies can empower your work to meet the demands head on. And in a moment, we’ll walk you through the agenda for today’s webinar. Each section’s kind of been designed to give you both a high level understanding of. 0:5:0.918 –> 0:5:4.398 Bryan Schrippe Key concepts and actionable steps that you can kind of. 0:5:4.868 –> 0:5:5.788 Bryan Schrippe Take immediately. 0:5:6.28 –> 0:5:8.188 Bryan Schrippe So let’s take a look at the agenda. 0:5:8.468 –> 0:5:10.228 Bryan Schrippe And look at what we’re covering. 0:5:12.958 –> 0:5:19.38 Bryan Schrippe So we’ll start by discussing the trends shaping enterprise efficiency. 0:5:19.718 –> 0:5:29.278 Bryan Schrippe What challenges are driving the need for streamlined operations and how ServiceNow is positioned to help organizations adapt? 0:5:31.228 –> 0:5:39.668 Bryan Schrippe Second, we’ll talk about understanding and optimizing your licensing. A lot of organizations underutilized the licenses they already own. 0:5:41.238 –> 0:5:53.318 Bryan Schrippe Or purchase new modules without realizing the potential of their existing entitlements, and in this section we’ll explore the strategies for maximizing your ROI through licensing optimization. 0:5:55.268 –> 0:5:59.388 Bryan Schrippe Next, we’ll dive into Servicenow’s AI driven assistant, now assist. 0:6:0.958 –> 0:6:9.198 Bryan Schrippe We’ll explore how predictive intelligence can automate workflows, resolve incidents faster, and even integrate with other AI models for advanced functionality. 0:6:10.878 –> 0:6:11.638 Bryan Schrippe Now another thing. 0:6:11.638 –> 0:6:20.78 Bryan Schrippe Orgs are starting to play around with is something called playbooks. Now playbooks are pre built workflows designed to simplify extremely complex processes. 0:6:20.758 –> 0:6:24.558 Bryan Schrippe We’ll show you how Playbooks ensure consistency, reduce resolution times. 0:6:25.308 –> 0:6:30.868 Bryan Schrippe And improve compliance across it, HR, customer service and various other functions in ServiceNow. 0:6:32.888 –> 0:6:47.808 Bryan Schrippe Now designer experiences are something that are kind of new at service now and in this section, we’ll look at the tools that empower you to create tailored workflows, automate repetitive tasks, and scale your operations with relatively minimal effort. 0:6:49.428 –> 0:6:54.988 Bryan Schrippe Now, as we approach 2025, you know adopting new tools and strategies are going to be critical. 0:6:55.188 –> 0:7:3.788 Bryan Schrippe So preparing and going through that is going to give you actionable steps to ensure a smooth transition and give you some measurable success. 0:7:4.508 –> 0:7:6.388 Bryan Schrippe Finally, we’ll open it for some Q&A. 0:7:7.188 –> 0:7:13.628 Bryan Schrippe This is your chance to ask about any specific challenges you’re facing, or explore areas of interest in greater depth. 0:7:14.518 –> 0:7:19.238 Bryan Schrippe Now each section of this webinar is designed to be insightful, so feel free to take notes. 0:7:20.188 –> 0:7:25.268 Bryan Schrippe And remember that we’ll be sharing additional resources after the webinar to help you implement some of these strategies. 0:7:26.838 –> 0:7:28.878 Bryan Schrippe So let’s take a look at our first section. 0:7:28.998 –> 0:7:32.198 Bryan Schrippe What the efficiency landscape is kinda looking like in 2025. 0:7:36.128 –> 0:7:47.208 Bryan Schrippe So as critical context as to why tools like ServiceNow are so essential today, you know the business environment is kind of evolving rapidly. And three kind of key areas, right? 0:7:47.568 –> 0:7:52.208 Bryan Schrippe So we have a growing reliance on AI driven automation, right? 0:7:52.768 –> 0:7:58.288 Bryan Schrippe AI isn’t just an innovative concept, it’s become a necessity for orgs looking to stay competitive. 0:7:58.768 –> 0:8:5.168 Bryan Schrippe Businesses are increasingly leveraging AI to predict and prevent operational issues before they occur. 0:8:6.698 –> 0:8:12.978 Bryan Schrippe Automate repetitive time consuming tasks, freeing up internal resources for more strategic work. 0:8:14.518 –> 0:8:18.278 Bryan Schrippe Enhance decision making with data-driven insights. 0:8:19.998 –> 0:8:21.878 Bryan Schrippe Let’s take an example. 0:8:21.878 –> 0:8:30.798 Bryan Schrippe AI can analyze historical patterns to predict when IT systems are likely to experience failures automatically scheduled preventative maintenance. 0:8:32.438 –> 0:8:35.878 Bryan Schrippe This kind of minimizes downtime and ensures that whatever service. 0:8:36.228 –> 0:8:39.548 Bryan Schrippe Service is being delivered, it’s delivered successfully. 0:8:41.348 –> 0:8:48.708 Bryan Schrippe Another trend we’re seeing is demand for seamless workflows and more user centric design concepts. 0:8:50.278 –> 0:8:56.78 Bryan Schrippe So today’s workforce kind of expects intuitive tools that make their job easier, not harder. 0:8:56.798 –> 0:8:58.518 Bryan Schrippe So user centric designs. 0:8:58.518 –> 0:9:6.838 Bryan Schrippe That kind of integrate seamlessly across departments and systems, eliminate bottlenecks and manual hand offs of information. 0:9:8.518 –> 0:9:10.678 Bryan Schrippe By real time visibility into tasks projects. 0:9:11.68 –> 0:9:11.828 Bryan Schrippe And processes. 0:9:13.478 –> 0:9:17.318 Bryan Schrippe A great example of this is utilizing ServiceNow Playbooks. 0:9:17.318 –> 0:9:32.518 Bryan Schrippe These work flows guide teams through complex step by step processes, ensuring that those processes are followed consistently and generating audit trails and compliance while improving the end user experience. 0:9:34.198 –> 0:9:40.518 Bryan Schrippe Another focus is on and this is kind of a big one for this. This year is scalability and cost reduction. 0:9:40.788 –> 0:9:44.148 Bryan Schrippe So doing a lot more with less and saving on costs. 0:9:45.718 –> 0:10:7.278 Bryan Schrippe Organizations are under constant pressure to do more with less. You know, this means adopting tools that scale your effortlessly as your business kind of grows. You know, consolidation of redundant systems and bringing those systems into a centralized solution again to reduce operational costs, you know and deliver more. 0:10:7.278 –> 0:10:9.958 Bryan Schrippe ROI through either increased efficiency. 0:10:10.308 –> 0:10:14.508 Bryan Schrippe Automation reducing errors, saving time. 0:10:16.358 –> 0:10:28.838 Bryan Schrippe ServiceNow is a platform is designed to not only grow with your organization, ensuring that you can handle, you know, increased workloads without the need for extensive reconfigurations or even additional investment. 0:10:30.748 –> 0:10:32.228 Bryan Schrippe So again, we’ll come back. 0:10:32.228 –> 0:10:53.268 Bryan Schrippe Why? Why kind of service? Now you know all of these trends kind of under score the importance of a platform like ServiceNow. You know, with tools like analysis playbooks and designer experiences like automation engine and platform and Playbook designer, you know service not only helps to adapt these Tre. 0:10:53.268 –> 0:10:54.748 Bryan Schrippe But thrive in them. 0:10:55.598 –> 0:10:58.398 Bryan Schrippe Now assist using AI to predict and resolve issues. 0:10:58.758 –> 0:10:59.998 Bryan Schrippe Playbooks to standardize. 0:11:0.388 –> 0:11:10.68 Bryan Schrippe Workflows for consistency and compliance. Designer experiences empower your teams to create custom workflows without needing extensive technical skill. 0:11:11.778 –> 0:11:16.418 Bryan Schrippe As we move forward, think about how these trends are impacting your organization. 0:11:17.958 –> 0:11:21.398 Bryan Schrippe Are you leveraging AI at all to effectively reduce manual workloads? 0:11:23.198 –> 0:11:28.518 Bryan Schrippe Do automated workflows integrate seamlessly across different teams and systems? 0:11:30.118 –> 0:11:32.278 Bryan Schrippe Are your tools scalable and cost efficient? 0:11:34.988 –> 0:11:43.228 Bryan Schrippe Answering some of these questions, you’ll gain a bit of clarity on where service now can make the biggest impact for your individual organization. 0:11:47.708 –> 0:11:48.308 Bryan Schrippe Alright. 0:11:50.68 –> 0:11:50.628 Bryan Schrippe There we go. 0:11:52.198 –> 0:12:9.398 Bryan Schrippe Now let’s drive into something critical, but in it’s always overlooked and it’s something that we’ve seen in the past year that has really, really started to gain a lot of traction, you know, with budget constraints, licensing optimization is a critical overlooked area. 0:12:11.78 –> 0:12:19.318 Bryan Schrippe When organizations invest in platforms like ServiceNow, it’s it’s not a cheap product and there’s often a focus. 0:12:19.788 –> 0:12:20.868 Bryan Schrippe On what’s new. 0:12:20.868 –> 0:12:22.108 Bryan Schrippe What new modules? 0:12:22.108 –> 0:12:31.628 Bryan Schrippe New features or new integrations can we deploy, but equally as important is taking advantage of the tools and entitlements that you already own. 0:12:33.538 –> 0:12:42.498 Bryan Schrippe So here are some key reasons why licensing optimizations should be a priority for any org, right? 0:12:43.258 –> 0:12:54.258 Bryan Schrippe A lot of orgs we were seeing were have been doing a lot of over purchasing, you know, many orgs end up buying more features or more modules that duplicate capabilities that they already have. 0:12:54.618 –> 0:13:2.898 Bryan Schrippe For example, you have may have access to performance analytics, but it’s not activated because maybe the team wasn’t aware of what it could do or its potential. 0:13:4.818 –> 0:13:10.458 Bryan Schrippe Your licensing investment should translate into some sort of measurable value, right? 0:13:10.938 –> 0:13:29.698 Bryan Schrippe If certain entitlements are underutilized, you’re essentially leaving money on the table. Features like virtual agent or predictive intelligence can drive significant efficiency gains, but only if they’re deployed effectively. You know a lot of things that we were seeing last year. 0:13:29.768 –> 0:13:33.88 Bryan Schrippe There were a lot of misaligned deployments, right? 0:13:33.158 –> 0:13:52.238 Bryan Schrippe And misaligned deployments can cause compliance issues, which can be costly. For example, deploying modules or features that are outside the scope of your licensing agreement might result in unexpected audit findings from ServiceNow and costly penalties from additional licensing that you’re not entitled to. 0:13:54.548 –> 0:13:59.108 Bryan Schrippe But let’s take a look at some of the most common mistakes that we see, right. 0:13:59.108 –> 0:14:1.868 Bryan Schrippe So deploying outside the agreement, right? 0:14:1.868 –> 0:14:5.508 Bryan Schrippe So this happens kind of in the world of shadow it, right? 0:14:5.828 –> 0:14:9.508 Bryan Schrippe So people that may have access at an administrative capacity and. 0:14:11.48 –> 0:14:15.328 Bryan Schrippe Teams start to implement features without checking to see if they’re covered under specific licensing agreement. 0:14:15.328 –> 0:14:23.128 Bryan Schrippe You know it’s important to align whatever deployment you’re doing to the entitlements that you’re allotted from ServiceNow to avoid compliance risks. 0:14:25.478 –> 0:14:28.638 Bryan Schrippe Overlooking unutilized modules, this was a big one last year. 0:14:29.38 –> 0:14:33.758 Bryan Schrippe It’s easy to overlook features that you already own, especially in large organizations. 0:14:33.758 –> 0:14:45.718 Bryan Schrippe For example, a client reaches recently purchased a third party chatbot solution, only to realize that their ServiceNow license already included virtual agents so they could have just leveraged that without spending the additional funds. 0:14:47.928 –> 0:14:55.848 Bryan Schrippe So let’s discuss how you can proactively manage your licensing to ensure maximum value, right? 0:14:57.798 –> 0:15:3.798 Bryan Schrippe Make it a practice to review your licensing agreement at least quarterly, right? 0:15:3.798 –> 0:15:14.518 Bryan Schrippe A lot of teams are looking for added benefit and looking for features and modules that you may have and you’re paying for, but not necessarily use it. 0:15:16.88 –> 0:15:26.888 Bryan Schrippe Leverage tools like ServiceNow subscription management so the subscription management dashboard inside of ServiceNow provides a basic overarching view of your entitlements. 0:15:27.238 –> 0:15:35.38 Bryan Schrippe And how they’re being utilized, it’ll help you identify unused and underutilized features, ensuring you’re not overpaying. 0:15:36.838 –> 0:15:45.78 Bryan Schrippe Map your licensing to what your business objectives are, so align your licensing with organizational goals. 0:15:45.118 –> 0:15:47.558 Bryan Schrippe For instance, if you’re improving customer support. 0:15:49.128 –> 0:15:59.608 Bryan Schrippe Is one of your priorities. Ensure you’re leveraging features like customer service management and things like virtual agent to their fullest potential to maximize the ROI from a customer service perspective. 0:16:1.988 –> 0:16:12.508 Bryan Schrippe So here’s a few questions to consider when you’re thinking about licensing optimization your org. Are you fully aware of what’s included in your ServiceNow licensing? 0:16:13.468 –> 0:16:16.948 Bryan Schrippe How often are you reviewing and analyzing those entitlements? 0:16:18.488 –> 0:16:30.888 Bryan Schrippe Are there features that you’re paying for and haven’t deployed? You know we recently had a customer that went through their licensing and determined that they could reduce licensing in some areas. 0:16:32.238 –> 0:16:40.678 Bryan Schrippe Saving hundreds of thousands of dollars on the renewal by removing those additional licenses and saving those costs over the next contract. 0:16:43.38 –> 0:16:52.598 Bryan Schrippe By addressing some of these questions, you’ll ensure your org’s not only compliant, but maximizing the value of its investment inside of ServiceNow. 0:16:56.978 –> 0:17:5.778 Bryan Schrippe All right, so now we’re going to turn our focus to kind of one of the most transformative tools inside of service now assist. 0:17:5.778 –> 0:17:10.98 Bryan Schrippe And it’s not only now assist, it’s the underlying architecture that ServiceNow is using. 0:17:12.118 –> 0:17:19.798 Bryan Schrippe Integrate now assist into its own large language model, but also gives you the capability to integrate into other LL apps. 0:17:21.198 –> 0:17:30.838 Bryan Schrippe Now AI has is revolutionising how org’s approach efficiency right from automating repetitive tasks to offering actual insights. 0:17:32.408 –> 0:17:37.488 Bryan Schrippe AI powered tools like now assist have become essential for teams looking to streamline their operations. 0:17:39.588 –> 0:17:42.228 Bryan Schrippe So how does analysis work now? 0:17:42.228 –> 0:17:47.188 Bryan Schrippe Assist is kind of designed to help teams work smarter, not harder. 0:17:47.188 –> 0:17:49.148 Bryan Schrippe Here’s how it accomplishes that. 0:17:50.688 –> 0:18:0.568 Bryan Schrippe Leverages tools like predictive incident resolution. You know it looks at historical data in your instance and leverages machine learning and analysis. 0:18:0.568 –> 0:18:5.768 Bryan Schrippe Can predict root causes of incidents or suggest resolution steps. 0:18:6.368 –> 0:18:9.168 Bryan Schrippe For example, let’s say an e-mail server goes down. 0:18:10.338 –> 0:18:15.658 Bryan Schrippe Now assist might recommend checking specific logs or restarting services. 0:18:17.208 –> 0:18:20.48 Bryan Schrippe Or linking you to a relevant knowledge article. 0:18:22.318 –> 0:18:33.398 Bryan Schrippe What about looking at your tasks and how they’re prioritized? Incident tasks can be automatically categorized based on their severity, impact, urgency. 0:18:34.928 –> 0:18:36.848 Bryan Schrippe This ensures critical issues are addressed first. 0:18:38.568 –> 0:18:41.8 Bryan Schrippe Reducing downtime and improving service delivery. 0:18:43.758 –> 0:18:48.78 Bryan Schrippe It also allows you to integrate with external large language models. 0:18:49.688 –> 0:18:53.768 Bryan Schrippe Now, while ServiceNow now assist is built on servicenow’s AI capabilities. 0:18:55.488 –> 0:19:9.248 Bryan Schrippe Its potential is amplified when it’s integrated with external large language models or even internal Azure based llms like open AI ChatGPT or other domain specific internal AI tools. 0:19:11.78 –> 0:19:27.438 Bryan Schrippe Right. And I I hear everybody talk about data safety and you know not giving your data to these large llms. So taking your due diligence and making sure that they’re internal to your org is essential in taking steps like this to make sure you not only maintain data. 0:19:27.438 –> 0:19:35.918 Bryan Schrippe Sovereignty within your own org, but also leverage the capabilities that these AI solutions are giving you to host these solutions internally. 0:19:37.438 –> 0:19:38.878 Bryan Schrippe But what is this integration? 0:19:38.878 –> 0:19:52.598 Bryan Schrippe Enable right so it can enable enhanced knowledge contests text so analysis can pass along internal contextual information to a larger large language model to generate more detailed solutions. 0:19:53.38 –> 0:20:1.478 Bryan Schrippe Maybe an A greater explanation or recommendation, or maybe look for complex specialized issues so. 0:20:3.38 –> 0:20:4.238 Bryan Schrippe Let’s take a for instance. 0:20:4.798 –> 0:20:6.958 Bryan Schrippe Let’s take a financial organization. 0:20:8.68 –> 0:20:14.468 Bryan Schrippe Maybe you’re doing some issue resolving and the LLM could analyze. 0:20:14.468 –> 0:20:20.708 Bryan Schrippe Maybe a regulation or suggest a compliance solution during a particular incident resolution? 0:20:22.208 –> 0:20:22.528 Bryan Schrippe What else? 0:20:24.248 –> 0:20:25.208 Bryan Schrippe Maybe dynamic learning? 0:20:26.848 –> 0:20:38.608 Bryan Schrippe By combining structured data of ServiceNow with the broader capabilities of what larger language models can offer, teams can get access to constantly evolving repository. 0:20:38.918 –> 0:20:40.278 Bryan Schrippe Stories of insights of insights. 0:20:41.928 –> 0:20:53.328 Bryan Schrippe These integrations bring a deeper layer of intelligence to ServiceNow, allowing orgs to tackle challenges that extend beyond standard operational workflows. 0:20:55.138 –> 0:21:2.778 Bryan Schrippe And I think one of the largest things that are coming out, especially in 25 is agentic AI, right? 0:21:4.328 –> 0:21:12.568 Bryan Schrippe So not only just taking in information and offering a more standardized chat based experience that’s more human like and natural. 0:21:14.248 –> 0:21:23.768 Bryan Schrippe But creating a system that’s capable of not only just assisting but autonomously taking action, right? So. 0:21:24.118 –> 0:21:30.958 Bryan Schrippe When coupled with now assist, Agentic AI can handle entire work flows with a little human intervention. 0:21:32.528 –> 0:21:35.8 Bryan Schrippe So what does that kind of look like in practice? 0:21:36.768 –> 0:21:40.888 Bryan Schrippe So what if we had proactive incident management, right? 0:21:41.848 –> 0:21:45.8 Bryan Schrippe Let’s say an anomaly is detected in your IT system. 0:21:46.608 –> 0:21:50.848 Bryan Schrippe Log entic AI can autonomously maybe do a few things. 0:21:51.128 –> 0:21:52.768 Bryan Schrippe Open a ticket, ServiceNow. 0:21:53.918 –> 0:22:4.758 Bryan Schrippe Run predefined diagnostic scripts, maybe on the server, apply resolutions start such as maybe restarting a service or rolling back a change. 0:22:7.8 –> 0:22:9.208 Bryan Schrippe Agentic AI doesn’t just follow. 0:22:9.528 –> 0:22:11.808 Bryan Schrippe You know predefined rules, it adapts. 0:22:12.48 –> 0:22:18.408 Bryan Schrippe For example, maybe during a major outage it could dynamically allocate resources based on team availability. 0:22:19.678 –> 0:22:21.838 Bryan Schrippe And the severity of the particular incident? 0:22:23.648 –> 0:22:25.488 Bryan Schrippe What about decision making at scale? 0:22:27.48 –> 0:22:40.408 Bryan Schrippe In multi step processes like change management, agentic AI can evaluate different variables such as risk level, stakeholder approvals, the service that ACI is operating against or being changed against. 0:22:42.128 –> 0:22:43.88 Bryan Schrippe To make informed decisions. 0:22:45.938 –> 0:22:52.98 Bryan Schrippe So here’s why now assist combined with integrations and agentic AI is a game changer, right? 0:22:52.618 –> 0:23:0.978 Bryan Schrippe We’re always trying to claw back time. Like how long does it take us to do things? So agentic AI analysis helps with that. 0:23:1.18 –> 0:23:7.578 Bryan Schrippe You know, predictive insights, automated workflows can drastically reduce the time, spending and resolving incidents. 0:23:9.758 –> 0:23:19.318 Bryan Schrippe Again reducing manual effort by automating repetitive tasks, teams can focus on strategic priorities instead of routine troubleshooting. 0:23:22.18 –> 0:23:31.778 Bryan Schrippe And integrating into large language models, enable AI to provide more rich, more accurate insights tailored to specific situations. 0:23:33.198 –> 0:23:40.438 Bryan Schrippe As your organization’s grows, AI can scale with you. You know managing increased workloads without additional overhead. 0:23:42.818 –> 0:23:49.418 Bryan Schrippe So now that we’ve discussed analysis and AI use cases and benefits, consider these questions. 0:23:50.958 –> 0:23:55.678 Bryan Schrippe Are your team spending too much time on tasks and troubleshooting that’s repetitive? 0:23:57.398 –> 0:24:1.118 Bryan Schrippe Could predictive AI reduce your down time and operations? 0:24:1.918 –> 0:24:9.158 Bryan Schrippe How might integrations with advanced tools like G ChatGPT or Gemini enhance your workflows? 0:24:10.668 –> 0:24:16.548 Bryan Schrippe Thinking through some of these will help you kind of identify where analysis can have the greatest impact on your org. 0:24:21.978 –> 0:24:26.938 Bryan Schrippe All right. So let’s move on to something a little bit more practical, right. 0:24:27.258 –> 0:24:33.618 Bryan Schrippe Oftentimes in organizations, we’re always trying to streamline processes. 0:24:33.618 –> 0:24:38.458 Bryan Schrippe Streamline operations, make sure that we’re doing things in a specific order. 0:24:39.998 –> 0:24:44.518 Bryan Schrippe Now Playbooks is probably one of the most practical tools in service now for streamlining. 0:24:44.518 –> 0:24:51.118 Bryan Schrippe You know your operational and process efficiency playbooks act as like a visual step by step. 0:24:51.508 –> 0:24:55.228 Bryan Schrippe Guide that ensures consistency across your organization’s workflows. 0:24:56.798 –> 0:25:0.958 Bryan Schrippe They’re particularly valuable for teams managing complex or repeatable processes. 0:25:0.958 –> 0:25:5.78 Bryan Schrippe They break down the process into manageable stages. 0:25:5.198 –> 0:25:8.918 Bryan Schrippe Track progress and give you audit and compliance at every step. 0:25:10.828 –> 0:25:29.988 Bryan Schrippe Now Playbooks are essentially pre configured workflows embedded into your embedded into ServiceNow. Work items that allow your teams to follow structured processes every stage of a process is clearly defined ensuring consistency and minimizing errors. 0:25:31.988 –> 0:25:34.348 Bryan Schrippe You can track the progress in real time, right? 0:25:34.348 –> 0:25:38.588 Bryan Schrippe Playbooks provide full visibility into where a task stands. 0:25:39.68 –> 0:25:40.868 Bryan Schrippe What’s completed? What’s pending? 0:25:42.398 –> 0:25:43.358 Bryan Schrippe And it ensures accountability. 0:25:44.958 –> 0:25:54.478 Bryan Schrippe Tasks or assigned specific to specific individuals or groups with clear due dates and expectations, and that can drive forward efficiency. 0:25:56.158 –> 0:25:58.598 Bryan Schrippe So what are some key benefits of playbooks? 0:26:0.108 –> 0:26:1.748 Bryan Schrippe Here’s why Playbooks are so effective. 0:26:2.388 –> 0:26:4.68 Bryan Schrippe Standardization, right? 0:26:4.828 –> 0:26:6.548 Bryan Schrippe Standardizing your workflows. 0:26:7.28 –> 0:26:11.948 Bryan Schrippe Playbooks ensure that no critical step in your organ missed, right? 0:26:11.948 –> 0:26:14.748 Bryan Schrippe For example, an IT incident resolution. 0:26:14.828 –> 0:26:18.788 Bryan Schrippe Every incident kind of follows the same sequence from. 0:26:20.628 –> 0:26:22.268 Bryan Schrippe Oh, I just did. 0:26:22.268 –> 0:26:23.908 Bryan Schrippe I just moved that. Yes, I did. 0:26:27.158 –> 0:26:27.798 Bryan Schrippe And what? 0:26:27.798 –> 0:26:29.398 Bryan Schrippe That what it’ll allow you to do. 0:26:29.678 –> 0:26:33.158 Bryan Schrippe Is it ensures accountability, right? 0:26:33.318 –> 0:26:48.158 Bryan Schrippe So making sure that when they’re working through that particular incident, it allows you to see exactly where in that incident people are being impacted and where things are being taken care of. 0:26:48.158 –> 0:26:50.398 Bryan Schrippe It also allows for faster resolutions. 0:26:51.958 –> 0:26:57.318 Bryan Schrippe With a clear road map, you know for click completing tasks, teams can resolve issues faster. 0:26:57.748 –> 0:27:7.668 Bryan Schrippe Right. Playbooks eliminate kind of the ambiguousness of you know, a ticket. So there’s no need for a lot of back and forth to get to the next step. 0:27:9.278 –> 0:27:11.38 Bryan Schrippe It also improves compliance, right? 0:27:11.438 –> 0:27:22.758 Bryan Schrippe A lot of industries require strict adherence to specific processes, especially in finance, healthcare, legal, IT security, especially playbooks. 0:27:22.758 –> 0:27:26.478 Bryan Schrippe Enforce that compliance by embedding required actions. 0:27:26.828 –> 0:27:30.868 Bryan Schrippe His approvals documentation directly into those workflows. 0:27:32.438 –> 0:27:35.518 Bryan Schrippe So what are some use cases for playbooks? 0:27:35.918 –> 0:27:41.438 Bryan Schrippe Right. One as you can see on the screen right here incident resolution, right? 0:27:41.878 –> 0:27:45.558 Bryan Schrippe Imagine an incident involving a critical application outage, right? 0:27:45.558 –> 0:27:56.998 Bryan Schrippe The playbook can guide your team through logging the incident, triaging it based on impact and priority, signing the appropriate resolver group, tackling those resolute. 0:27:57.268 –> 0:28:0.988 Bryan Schrippe Resolution steps in, including diagnostics or fixes. 0:28:2.508 –> 0:28:5.468 Bryan Schrippe Having them confirmed that closure with the end user. 0:28:7.908 –> 0:28:14.508 Bryan Schrippe Again, making it consistent, it ensures every incident is handled the same. 0:28:16.78 –> 0:28:18.598 Bryan Schrippe It reduces the likelihood of errors or delays. 0:28:20.908 –> 0:28:21.508 Bryan Schrippe Another big one. 0:28:23.78 –> 0:28:24.558 Bryan Schrippe Hour onboarding. How often? 0:28:26.158 –> 0:28:29.918 Bryan Schrippe Are HR teams managing multiple onboarding tasks simultaneously? 0:28:31.718 –> 0:28:36.518 Bryan Schrippe An HR onboarding playbook can set up new IT equipment for the new hire. 0:28:38.268 –> 0:28:42.468 Bryan Schrippe Make sure they take their training or go through compliance objectives. 0:28:44.228 –> 0:28:45.628 Bryan Schrippe Everybody’s favorite thing. 0:28:46.278 –> 0:28:48.78 Bryan Schrippe Enrolling employee in benefits. 0:28:49.678 –> 0:29:0.838 Bryan Schrippe Every single task is assigned to the specific team that is relevant to that individual, so it ensures smooth onboarding for that particular employee. 0:29:2.948 –> 0:29:6.908 Bryan Schrippe Another big one we’ve been seeing is customer service workflows, right? 0:29:6.948 –> 0:29:13.428 Bryan Schrippe And customer service resolving complex issues requires coordination across multiple different departments. 0:29:13.868 –> 0:29:20.188 Bryan Schrippe A playbook can guide agents through escalation processes, ensuring seamless handoffs and faster resolutions. 0:29:22.628 –> 0:29:27.708 Bryan Schrippe So since we discussed Playbooks, consider these particular thoughts. 0:29:29.278 –> 0:29:32.78 Bryan Schrippe Are your workflows standardized across teams? 0:29:33.758 –> 0:29:35.958 Bryan Schrippe Do processes vary depending on who’s involved? 0:29:37.948 –> 0:29:40.68 Bryan Schrippe How much time is spent resolving issues? 0:29:41.638 –> 0:29:44.118 Bryan Schrippe To unclear task assignments or missing steps. 0:29:45.878 –> 0:29:50.238 Bryan Schrippe To visibility into workflow progressing, prove accountability, reduce delays. 0:29:51.878 –> 0:29:53.278 Bryan Schrippe The answer is yes to any of these. 0:29:55.108 –> 0:29:59.588 Bryan Schrippe Playbooks could really make a significant impact in your operations. 0:30:1.118 –> 0:30:2.78 Bryan Schrippe So think about giving them a try. 0:30:5.868 –> 0:30:16.868 Bryan Schrippe All right, now that we’ve explored playbooks, let’s take a look at how you can go a step deeper by creating custom workflows with servicenow’s designer experiences. 0:30:18.438 –> 0:30:28.398 Bryan Schrippe Their designer tools that provide the ability to automate and scale workflows tailored to your organization’s specific needs, all without requiring deep technical expertise. 0:30:30.438 –> 0:30:47.398 Bryan Schrippe So let’s break down some of the key tools within the designer experience for ServiceNow. One is flow designer flow designers and no code tool that allows you to automate repetitive tasks create seamless workflows. 0:30:48.238 –> 0:30:54.678 Bryan Schrippe It’s got integrations into depending on your licensing 178 different external tools. 0:30:55.558 –> 0:30:59.878 Bryan Schrippe And with this drag and drop interface you can define triggers actions. 0:31:0.748 –> 0:31:4.988 Bryan Schrippe And conditions that execute automatically when specific events occur. 0:31:5.988 –> 0:31:12.708 Bryan Schrippe For example, you could automate the IT approval process for change requests that’s existing out of box. 0:31:12.828 –> 0:31:15.548 Bryan Schrippe But what if you need to modify it or change it? 0:31:17.28 –> 0:31:28.668 Bryan Schrippe Being able to have somebody that’s maybe not as technically adept go into that flow and make changes without having to be a deep technical developer or. 0:31:30.358 –> 0:31:30.518 Bryan Schrippe Deep. 0:31:31.108 –> 0:31:33.188 Bryan Schrippe Person as far as the process is concerned. 0:31:34.758 –> 0:31:38.478 Bryan Schrippe All being able to make just strategic changes to that workflow is extremely efficient. 0:31:42.508 –> 0:31:43.108 Bryan Schrippe What about? 0:31:44.678 –> 0:31:45.678 Bryan Schrippe Other different processes. 0:31:45.678 –> 0:31:49.958 Bryan Schrippe What if you wanted to create a brand new specific process for a specific? 0:31:49.958 –> 0:31:50.878 Bryan Schrippe Maybe service? 0:31:51.798 –> 0:31:55.478 Bryan Schrippe There’s also another designer suite called process automation designer. 0:31:57.388 –> 0:32:1.828 Bryan Schrippe Now this tool’s ideal for managing complex multi department workflows. 0:32:2.708 –> 0:32:9.868 Bryan Schrippe It provides a visual representation of the entire process, like what you’re seeing on the screen with this automated fishing playbook. 0:32:11.978 –> 0:32:15.98 Bryan Schrippe Showing how tasks and flows go between teams. 0:32:16.868 –> 0:32:23.708 Bryan Schrippe Imagine a scenario where major upgrade requires input from finance or procurement and IT teams. 0:32:23.708 –> 0:32:29.588 Bryan Schrippe You know, process automation designer ensures that every department knows what their responsibilities are. 0:32:29.868 –> 0:32:40.748 Bryan Schrippe What the timeline is and it reduces delays and confusion and that saves us time and gives us back that time to do other things and finally playbook designer. 0:32:41.918 –> 0:32:43.118 Bryan Schrippe Like what we just saw before? 0:32:43.798 –> 0:32:46.318 Bryan Schrippe Playbook designers if you want to create custom playbooks. 0:32:47.28 –> 0:32:51.68 Bryan Schrippe Like the ones we discussed earlier, playbooks design is your go to tool. 0:32:51.468 –> 0:32:55.28 Bryan Schrippe It allows you to define every single stage of a workflow. 0:32:56.718 –> 0:32:59.798 Bryan Schrippe And then customize the tasks, conditions and transitions involved. 0:33:0.358 –> 0:33:5.38 Bryan Schrippe For instance, you could design your HR playbook for the employee offboarding. 0:33:6.828 –> 0:33:15.748 Bryan Schrippe Maybe that includes tasks like revoking access to systems, collecting company property and progressing or processing final payments for the last paycheck. 0:33:17.678 –> 0:33:19.438 Bryan Schrippe So what are some key benefits? 0:33:19.438 –> 0:33:23.398 Bryan Schrippe Why are? Why are some of these tools so powerful? They’re scalable. 0:33:24.908 –> 0:33:34.28 Bryan Schrippe They allow you to design and build workflows that grow with your org as your processes evolve, your teams expand. 0:33:34.378 –> 0:33:35.898 Bryan Schrippe These tools can adapt. 0:33:37.128 –> 0:33:40.168 Bryan Schrippe Without requiring major overhauls. 0:33:41.688 –> 0:33:43.408 Bryan Schrippe They can be deployed rapidly. 0:33:44.168 –> 0:33:52.208 Bryan Schrippe These tools require little to no coding if you’re using the default actions. Of course, you can get deeply complex with all of these tools. 0:33:53.778 –> 0:33:56.898 Bryan Schrippe But they can be developed with little to no code. 0:33:58.538 –> 0:34:0.818 Bryan Schrippe You can build and deploy them quickly, right? 0:34:0.818 –> 0:34:4.738 Bryan Schrippe That means faster time to value for various initiatives in your org. 0:34:6.448 –> 0:34:9.88 Bryan Schrippe And they allows for customization, right? 0:34:9.568 –> 0:34:17.448 Bryan Schrippe So again, every org is unique designer experience and allow you to tailor those workflows for your specific requirements and goals. 0:34:19.48 –> 0:34:23.568 Bryan Schrippe Whether it’s automating simple approval processes or coordinating a complex project. 0:34:25.138 –> 0:34:29.258 Bryan Schrippe These designer experiences put the power into your hands. 0:34:31.48 –> 0:34:37.488 Bryan Schrippe All right, so here’s a few examples of how orgs are using designer experiences, right? 0:34:39.58 –> 0:34:45.818 Bryan Schrippe Manipulating change management approvals for the new change model arena, right? 0:34:46.458 –> 0:35:0.98 Bryan Schrippe So a common challenge for a lot of orgs is ensuring that you know change management and changes are reviewed and approved by the right people and making them dynamic, maybe based on service department. 0:35:0.568 –> 0:35:14.528 Bryan Schrippe Or criticality now with flow designer you can automate that process by setting up triggers for maybe that specific change model, different notifications tracking approvals and ensuring that documents are provided for specific decisions. 0:35:16.398 –> 0:35:18.958 Bryan Schrippe You know your HR, onboarding and offboarding request. 0:35:19.78 –> 0:35:21.198 Bryan Schrippe These are major ones, right? 0:35:21.358 –> 0:35:27.438 Bryan Schrippe Making sure that these integrate with those third party systems in order to properly process onboarding requests. 0:35:27.438 –> 0:35:41.278 Bryan Schrippe Offboarding requests, making sure that they stage gated according to specific stages within that particular onboarding and offboarding process. You know, with flow designer, employees can submit requests and managers can approve them. 0:35:41.398 –> 0:35:44.758 Bryan Schrippe HR can track and lead balances all in one streamline workflow. 0:35:46.538 –> 0:36:2.818 Bryan Schrippe You know what about multi department collaboration projects that require input from multiple departments can become bottlenecked by, you know, sending 50 emails between different departments and all of the things being tracked by e-mail. 0:36:3.458 –> 0:36:10.498 Bryan Schrippe You know that miscommunication or not having clear responsibilities can derail that. 0:36:11.378 –> 0:36:13.218 Bryan Schrippe You know cross departmental integration. 0:36:14.938 –> 0:36:16.138 Bryan Schrippe Process automation can. 0:36:16.608 –> 0:36:22.408 Bryan Schrippe Help streamline that task to make sure every test is assigned, tracked and completed in the right sequence. 0:36:25.268 –> 0:36:31.788 Bryan Schrippe So now that we’ve discussed kind of designer experiences, I want you to think about these questions in your head. 0:36:32.668 –> 0:36:36.148 Bryan Schrippe Are there repetitive tasks in your that can be automated? 0:36:36.908 –> 0:36:42.788 Bryan Schrippe How much times do your teams spend in courting multi step multi department workflows? 0:36:45.38 –> 0:36:49.518 Bryan Schrippe Are you currently able to customize workflows to address unique challenges in your business? 0:36:51.58 –> 0:36:56.138 Bryan Schrippe Now, if these questions resonate with you, designer experiences could be a game changer for your org. 0:36:59.248 –> 0:37:8.448 Bryan Schrippe All right, so now that we’ve explored tools and strategies available in ServiceNow, let’s discuss how you can position your org for success as we approach 2025. 0:37:10.18 –> 0:37:19.938 Bryan Schrippe Now preparing for the future isn’t just about deploying new technologies. It’s about adopting them strategically to ensure that you’re delivering measurable results, right? 0:37:20.538 –> 0:37:26.178 Bryan Schrippe So to maximize the impact of your ServiceNow implementation, consider these key strategies, right? 0:37:26.858 –> 0:37:30.418 Bryan Schrippe Train your teams on new tools and tools that you’re entitled to. 0:37:31.688 –> 0:37:36.8 Bryan Schrippe So no matter how powerful your tools are, they’re only effective if your teams know how to use them. 0:37:36.408 –> 0:37:51.688 Bryan Schrippe So invest in training programs or use the training modules that are available to you in service now, or you as a purchaser of the ServiceNow platform, whether they’re professionals, HR staff, customer service individuals, get them trained up. 0:37:53.288 –> 0:37:55.368 Bryan Schrippe Start small but think big. 0:37:56.798 –> 0:38:1.878 Bryan Schrippe Start with smaller high impact deployments that address immediate pain points, right? 0:38:2.198 –> 0:38:22.658 Bryan Schrippe For example, ITSM workflows to manage incidents and changes can provide quick wins or thinking about the top 10 requests in your org that can be thoroughly automated and reduce that downtime over a large swath of your organization. Scale gradually. Once you’ve established a successful baseline, expand other areas. 0:38:23.498 –> 0:38:26.258 Bryan Schrippe Then you can start thinking about other modules like ITON or HR. 0:38:26.808 –> 0:38:27.168 Bryan Schrippe Or CSM. 0:38:27.168 –> 0:38:31.968 Bryan Schrippe Or even SEC OPS take an iterative approach. 0:38:33.538 –> 0:38:35.898 Bryan Schrippe Get user feedback pilot groups. 0:38:36.338 –> 0:38:44.58 Bryan Schrippe Refine those processes and ensure that you’re able to deploy these with relatively good adoption numbers. 0:38:45.848 –> 0:38:48.288 Bryan Schrippe Always leverage phased implementations. 0:38:48.568 –> 0:38:50.368 Bryan Schrippe Don’t try to do everything at once. 0:38:50.888 –> 0:39:3.328 Bryan Schrippe A lot of a lot of companies that we’ve seen this past year try to do a lot of things all at the same time and doing that, you never, ever do everything great the first time. 0:39:5.558 –> 0:39:11.758 Bryan Schrippe So in the example that’s in the screen to my right and I’m gonna blow this up in a little bit. You know, there’s different phases, right? 0:39:11.758 –> 0:39:16.478 Bryan Schrippe So in this example it’s ITSM and ITON. 0:39:16.478 –> 0:39:20.518 Bryan Schrippe But what if it’s ITSM or HR, or ITSM or CSM? 0:39:20.758 –> 0:39:29.518 Bryan Schrippe Or CSM and HR the multitude of different ways that you can implement and integrate is fast, but the foundations are still the same. 0:39:31.668 –> 0:39:38.388 Bryan Schrippe So like if you’re deploying ITSM, you know start with your core workflows like. 0:39:40.378 –> 0:39:47.578 Bryan Schrippe IT service management and then do your portal and then request and then change management. Then problem management. Maybe you wanna throw in major incident management. 0:39:49.798 –> 0:39:56.438 Bryan Schrippe Then maybe phase two would be HR or CSM after you’ve had a good run rate with ITSM. 0:39:57.968 –> 0:40:7.408 Bryan Schrippe Then maybe you wanna add in after that advanced capabilities like Performance Analytics, virtual agent predictive intelligence to further enhance your efficiency. 0:40:8.978 –> 0:40:13.498 Bryan Schrippe And then maybe you wanna involve SIM in your process and do continual improvement management to? 0:40:16.178 –> 0:40:18.258 Bryan Schrippe Get and reiterate on those processes over time. 0:40:20.678 –> 0:40:28.758 Bryan Schrippe So to ensure your efforts are delivering tangible value, track these key metrics right time saved through automation. 0:40:29.78 –> 0:40:33.718 Bryan Schrippe Track how long these processes are taking you in a manual fashion now. 0:40:35.258 –> 0:40:40.938 Bryan Schrippe Versus how much time it would take to automate them, and then how much time you’ll benefit. 0:40:42.578 –> 0:40:49.858 Bryan Schrippe Doing those automations and the savings that it generates you and then benchmark the that against an average salary number for your org. 0:40:52.398 –> 0:40:54.918 Bryan Schrippe Reduce your operational costs, right? 0:40:55.518 –> 0:41:3.718 Bryan Schrippe Look for areas of opportunity to reduce downtime with fewer errors through automation or how you’re allocating resources. 0:41:5.538 –> 0:41:16.58 Bryan Schrippe Look at user satisfaction and how things are being adopted. You know a lot of times we ran into a lot of deployments where they didn’t do enough marketing, enough piloting enough user feedback. 0:41:17.898 –> 0:41:20.418 Bryan Schrippe And their adoption rates tanked as a result. 0:41:22.788 –> 0:41:36.788 Bryan Schrippe We want to make sure that your implementation is effective and also user friendly. Having users be able to find things monitoring all of these metrics, you’re going to validate your progress, but uncover opportunities for what you can do to improve. 0:41:38.608 –> 0:41:43.808 Bryan Schrippe Now as you think about your own organization’s road map, consider these questions. 0:41:44.688 –> 0:41:49.448 Bryan Schrippe Which areas of your business would benefit from immediate ServiceNow deployments? 0:41:50.288 –> 0:41:54.408 Bryan Schrippe Right. Do your teams have the training and support they need to adopt the tools effectively? 0:41:56.368 –> 0:41:59.288 Bryan Schrippe How do you manage success of your implementations now? 0:42:1.478 –> 0:42:8.118 Bryan Schrippe Answering some of these questions will help you create a road map that aligns to your orgs goals and sets you up for long term success. 0:42:10.998 –> 0:42:15.398 Bryan Schrippe So what I wanted to do is blow up the implementation road map that you saw before. 0:42:15.998 –> 0:42:24.598 Bryan Schrippe Now this is a step by step guide about how ServiceNow wants you to adopt something like ITSM and ITOM now. 0:42:26.138 –> 0:42:34.378 Bryan Schrippe It ensures incremental delivery and it starts with like your foundational capabilities and evolves to advanced data-driven operations. 0:42:35.368 –> 0:42:41.8 Bryan Schrippe And the approach is tailored to your orgs of maturity, and it balances immediate wins and long term goals. 0:42:42.578 –> 0:42:44.578 Bryan Schrippe So what do they say to do right? 0:42:44.578 –> 0:42:49.338 Bryan Schrippe They say before you start, do a prep phase right before diving into an implementation. 0:42:49.338 –> 0:42:51.138 Bryan Schrippe It’s essential to lay the groundwork. 0:42:53.368 –> 0:42:56.128 Bryan Schrippe Understand how your operations will transform. 0:42:57.698 –> 0:42:59.218 Bryan Schrippe Define your desired outcomes. 0:43:1.108 –> 0:43:6.148 Bryan Schrippe Plan the next steps with your implementer or your solution partner, whether that be. 0:43:7.658 –> 0:43:7.698 Bryan Schrippe Us. 0:43:8.288 –> 0:43:8.888 Bryan Schrippe Or someone else. 0:43:11.18 –> 0:43:16.178 Bryan Schrippe Commit to a healthy CMDB, I cannot tell you how important this is. 0:43:16.818 –> 0:43:26.738 Bryan Schrippe Data quality and your CMDB is one of the most successful things for not only I, Tom, not only ITSM, but things like HRCSM. 0:43:26.738 –> 0:43:30.98 Bryan Schrippe It’s the underpinning for your entire organization. 0:43:30.778 –> 0:43:33.418 Bryan Schrippe I can’t tell you how many. How many. 0:43:35.178 –> 0:43:38.418 Bryan Schrippe Projects we did last year to do only have to do. 0:43:38.808 –> 0:43:42.568 Bryan Schrippe New CMDB data cleanup because it wasn’t thought of in the first place. 0:43:43.218 –> 0:43:44.778 Bryan Schrippe And look into Cstm as well. 0:43:46.208 –> 0:43:48.128 Bryan Schrippe But this foundation phase that you see. 0:43:49.688 –> 0:43:52.808 Bryan Schrippe It starts small and then build your core right. 0:43:53.288 –> 0:43:57.288 Bryan Schrippe Think about things and as far as you know, incident management like. 0:43:58.968 –> 0:44:1.168 Bryan Schrippe Build incident management. Major incident management. 0:44:1.368 –> 0:44:3.488 Bryan Schrippe Think about things like knowledge and change. 0:44:3.808 –> 0:44:5.248 Bryan Schrippe Build out your service catalog. 0:44:5.248 –> 0:44:6.248 Bryan Schrippe Request management. 0:44:7.928 –> 0:44:15.848 Bryan Schrippe You know, if you’re doing ITOM, start things with things like discovery, looking at your entire infrastructure, bringing those C is into your CMDB. 0:44:16.458 –> 0:44:19.538 Bryan Schrippe And start populating a strong CMDB for further use. 0:44:21.748 –> 0:44:26.748 Bryan Schrippe You know your foundation is all about stabilizing your environment and reducing chaos. 0:44:27.268 –> 0:44:42.148 Bryan Schrippe You know, with things like incident management, knowledge management, you’re you should already be once you deploy the foundational phase, you should already be improving resolution times and reducing strain on your IT teams. If you’re doing everything incrementally. 0:44:44.558 –> 0:44:54.638 Bryan Schrippe Next is the crawl phase. The crawl phase introduces capabilities that help manage root cause, reduce manual workarounds, and extend functionality to mobile devices. 0:44:54.638 –> 0:44:57.358 Bryan Schrippe Right. Bringing in things like problem management. 0:44:58.38 –> 0:45:1.758 Bryan Schrippe Maybe you have a walk up experience that you’d like to implement. 0:45:3.328 –> 0:45:11.328 Bryan Schrippe Giving your end users and agents the capabilities to not only interface but also do resolution and resolve things from mobile. 0:45:13.618 –> 0:45:21.178 Bryan Schrippe Doing things like tag governance and service mapping. If you’re thinking about aligning your CIS to services in your organization. 0:45:24.38 –> 0:45:24.358 Bryan Schrippe Hope. 0:45:26.308 –> 0:45:28.108 Bryan Schrippe Oops, sorry. 0:45:29.648 –> 0:45:31.168 Bryan Schrippe I just went to the wrong thing. 0:45:33.678 –> 0:45:38.78 Bryan Schrippe So the crawl phase builds on your foundation. 0:45:38.318 –> 0:45:51.838 Bryan Schrippe It tries to reduce the recurring volume of incidents and allows you to start leveraging workflows and be more dynamic with mobile friendly initiatives while improving satisfaction and efficiency. 0:45:53.728 –> 0:45:55.968 Bryan Schrippe Let me get to the walk phase, right. 0:45:56.288 –> 0:45:59.48 Bryan Schrippe I think everybody’s heard of the crawl, walk, run, fly. 0:46:0.608 –> 0:46:6.528 Bryan Schrippe Now in the walk phase, orgs start leveraging advanced automation and predictive capabilities, right? 0:46:6.528 –> 0:46:12.48 Bryan Schrippe Maybe here’s where here is where we start growing things like. 0:46:13.768 –> 0:46:14.768 Bryan Schrippe Your now agent, right? 0:46:14.768 –> 0:46:23.288 Bryan Schrippe Virtual agent? Or maybe we want to start deploying other think capabilities like interactive. 0:46:23.598 –> 0:46:24.758 Bryan Schrippe Of interfaces you know. 0:46:26.328 –> 0:46:28.328 Bryan Schrippe Things that enhance your end user experience. 0:46:28.408 –> 0:46:42.488 Bryan Schrippe Maybe more portal capabilities giving end users more automated capability. Maybe you want to start venturing into service portfolio management, you know gain full visibility into the life cycle of all of your services. 0:46:43.288 –> 0:46:50.888 Bryan Schrippe Maybe now’s the time where we wanting to deploy performance analytics to analyze trends and processes. 0:46:52.968 –> 0:46:59.248 Bryan Schrippe This is where the walk phase really is, where automation starts to make an impact, right? 0:46:59.608 –> 0:47:6.248 Bryan Schrippe You know things like virtual agent and really diving into automation and workflow and process design. 0:47:7.808 –> 0:47:16.408 Bryan Schrippe And deploying things like performance analytics gives you the insights to really continuously improve and start really running that SIM org. 0:47:17.488 –> 0:47:21.8 Bryan Schrippe Then we get into things like your run phase now. 0:47:21.998 –> 0:47:33.278 Bryan Schrippe This focuses on operations in integrating, you know, advanced things for that particular module. In this instance, ITOM, right? 0:47:33.518 –> 0:47:37.718 Bryan Schrippe So maybe you want to integrate things like event management or. 0:47:39.288 –> 0:47:47.8 Bryan Schrippe Cloud migration, assessment and governance. You know, looking at your cloud estate, looking at the budgeting, looking at efficiencies, where can you save money? 0:47:47.8 –> 0:47:48.168 Bryan Schrippe Where can you save costs? 0:47:50.738 –> 0:47:58.18 Bryan Schrippe Now we want to start looking at our layering in your management and success dashboards, right? 0:47:58.18 –> 0:48:2.58 Bryan Schrippe By now, we should have enough actionable information to be able to start really making some. 0:48:3.608 –> 0:48:5.288 Bryan Schrippe Decisions on where our org is going. 0:48:6.958 –> 0:48:9.278 Bryan Schrippe This phase is all about scaling intelligently. 0:48:10.398 –> 0:48:21.198 Bryan Schrippe By focusing on reliability and like things like cloud governance, you know in the realm of I, Tom, you’re trying to reduce risk, improve uptime. 0:48:22.768 –> 0:48:26.8 Bryan Schrippe And again make your operations achieve a lot more. 0:48:28.68 –> 0:48:30.108 Bryan Schrippe Now here’s where a lot of orders want to go. 0:48:30.108 –> 0:48:31.868 Bryan Schrippe And that’s your fly phase. 0:48:33.408 –> 0:48:42.288 Bryan Schrippe So in the fly phase, organizations are fully embracing, you know, data and AI and automated workflows. 0:48:43.968 –> 0:48:57.968 Bryan Schrippe You know, they’re trying to do things like workforce optimization, where you’re trying to look into it workloads and how to optimize across your IT resource stack, really diving into process optimization and how to squeeze those extra few percent out of your process. 0:48:59.558 –> 0:49:5.718 Bryan Schrippe Doing benchmarks, looking at how your org is benchmarked against other orgs that are doing something similar. 0:49:7.518 –> 0:49:10.638 Bryan Schrippe You know, this is the ultimate phase of maturity and AI. 0:49:11.658 –> 0:49:20.898 Bryan Schrippe You know, benchmarking allows you to optimize your processes, but also kind of stay competitive by continually comparing how you’re performing against your peers. 0:49:23.618 –> 0:49:27.738 Bryan Schrippe Now, how do we track progress through each of these phases so. 0:49:29.758 –> 0:49:33.918 Bryan Schrippe We and ServiceNow recommend measuring it by time savings in your efficiency improvements. 0:49:33.918 –> 0:49:40.558 Bryan Schrippe You know how many of your incidents are in resolve within a particular SLA user satisfaction, right? 0:49:40.558 –> 0:49:45.38 Bryan Schrippe How satisfied are users by doing csats over a wide swath of your org? 0:49:46.238 –> 0:49:50.158 Bryan Schrippe How much can you quantify the reduction in manual effort in your operational costs? 0:49:51.488 –> 0:50:3.928 Bryan Schrippe You know, success isn’t just about deploying tools, it’s about achieving those measurable outcomes, and the road map includes clear metrics to kind of help you track and progress and demonstrate ROI at every stage. 0:50:5.478 –> 0:50:13.718 Bryan Schrippe Again, No2 organizations are going to follow the exact same path, but the foundation, crawl, walk, run, fly framework. 0:50:15.398 –> 0:50:18.198 Bryan Schrippe Ensures incremental progress and long term success. 0:50:18.548 –> 0:50:30.788 Bryan Schrippe Now it allows you to focus on the immediate value of each phase, but allow you to keep the angles in mind with scalability, automation and AI driven insights. 0:50:32.918 –> 0:50:35.998 Bryan Schrippe So what are the main points to remember for today’s session? 0:50:37.558 –> 0:50:38.798 Bryan Schrippe Leveraging AI and automation. 0:50:38.998 –> 0:50:44.998 Bryan Schrippe You know, tools like now assist can help transform your org to resolve incidents and automate repetitive tasks. 0:50:45.998 –> 0:50:48.558 Bryan Schrippe We can standardize workflows with playbooks. 0:50:48.678 –> 0:50:58.958 Bryan Schrippe Playbooks ensure your teams follow consistent, compliant workflows, reducing error errors and improving efficiency across all your different departments. 0:51:0.828 –> 0:51:2.788 Bryan Schrippe Designer experiences, right? 0:51:2.788 –> 0:51:9.428 Bryan Schrippe They provide no code. Low code tools like flow designer and process automation designer to create workflows tailored to your unique business needs. 0:51:12.678 –> 0:51:14.758 Bryan Schrippe Optimizing your licensing. 0:51:15.158 –> 0:51:16.118 Bryan Schrippe This is the big one. 0:51:16.238 –> 0:51:19.438 Bryan Schrippe Understanding and leveraging your existing entitlements. This is huge. 0:51:20.198 –> 0:51:22.38 Bryan Schrippe You can avoid over purchasing. 0:51:22.38 –> 0:51:30.878 Bryan Schrippe Reduce your compliance risks and maximize the value of your ServiceNow by just making sure you’re looking at your licensing and leveraging everything that you’re entitled to. 0:51:32.438 –> 0:51:33.958 Bryan Schrippe And deploying it as you see fit. 0:51:38.908 –> 0:51:39.348 Bryan Schrippe All right. 0:51:39.348 –> 0:51:41.948 Bryan Schrippe Now I’d like to open the floor for questions. 0:51:42.388 –> 0:51:50.68 Bryan Schrippe Feel free to use the chat box or raise your hand if you want, whether it’s about specific tools or best practices or challenges you’re facing. 0:51:51.598 –> 0:51:52.838 Bryan Schrippe While you type your questions. 0:51:51.678 –> 0:51:54.598 Amy Cousland Hey, Brian, I think I think Peggy had dropped it. 0:51:54.598 –> 0:51:56.158 Amy Cousland She did ask the question here. 0:51:55.958 –> 0:51:56.558 Bryan Schrippe Sure. 0:51:56.158 –> 0:51:57.78 Amy Cousland That was in the chat. 0:51:58.878 –> 0:51:59.478 Bryan Schrippe Yeah, go ahead. 0:52:1.38 –> 0:52:2.238 Bryan Schrippe Somebody want to say it to me. 0:52:2.238 –> 0:52:4.478 Bryan Schrippe I can’t see the chat at the moment. Thank you. 0:52:2.518 –> 0:52:3.918 Amy Cousland Sure, I’ll. I’ll read it to you. Sure. 0:52:3.918 –> 0:52:16.518 Amy Cousland Well, ServiceNow assist eventually be able to do a audit of person ServiceNow access versus roles etcetera to alert for unused licenses roles or duplicate licensing or access licensing by persons. 0:52:16.838 –> 0:52:21.918 Amy Cousland That would be a great help to all the periodic licensing evaluations we have to do currently. Just a thought. 0:52:22.568 –> 0:52:24.528 Bryan Schrippe Yep, so now assist. 0:52:26.158 –> 0:52:32.158 Bryan Schrippe Is moving it started an ITSM and now it’s broadly moving faster than I’ve ever seen it. 0:52:34.238 –> 0:52:44.318 Bryan Schrippe In this upcoming year now, it hasn’t moved into the licensing arena yet, but it’s constantly being trained on servicenow’s data. 0:52:44.318 –> 0:52:51.478 Bryan Schrippe So it’s only a matter of time before it proliferates every aspect of servicenow’s infrastructure. 0:52:53.308 –> 0:52:55.228 Bryan Schrippe I’m going to give you an 80%. 0:52:55.228 –> 0:53:2.708 Bryan Schrippe Yes, that it will eventually be able to notify or allow you to create either. 0:53:4.278 –> 0:53:10.598 Bryan Schrippe A flow or allow you to ask questions of your licensing infrastructure to make those determinations, yes. 0:53:16.128 –> 0:53:16.448 Amy Cousland OK. 0:53:16.448 –> 0:53:17.608 Amy Cousland That’s the only questions. 0:53:17.608 –> 0:53:18.568 Amy Cousland Any other questions? 0:53:30.448 –> 0:53:34.808 Bryan Schrippe Alright, so what’s our call to action? 0:53:36.358 –> 0:53:42.238 Bryan Schrippe We have a few things that we can do and hopefully you can choose us to help you with them. 0:53:43.18 –> 0:53:49.498 Bryan Schrippe The first step is kind of looking at your org and do something like a group envisioning session, right? 0:53:49.568 –> 0:53:51.808 Bryan Schrippe And here’s how you can structure some of those sections. 0:53:51.808 –> 0:53:57.128 Bryan Schrippe How we structure them, we look at your business cases of your org. 0:53:57.128 –> 0:54:1.528 Bryan Schrippe We discuss your pain points, how teams are experiencing. 0:54:3.98 –> 0:54:10.338 Bryan Schrippe The infrastructure in your implementation, how tools like analysis, playbook and designer experiences could address them. 0:54:11.218 –> 0:54:18.658 Bryan Schrippe We take a look at, you know, real world examples, how other orgs are doing and implementing solutions in your organization. 0:54:19.438 –> 0:54:26.718 Bryan Schrippe And we also do things like brainstorming pods, where we try to break out and do specific use case. 0:54:28.258 –> 0:54:48.338 Bryan Schrippe Decision making groups to try to find where we can pinpoint areas of opportunity within your org to do things like improve efficiency or develop existing tools that you already have access to, and the session is basically about aligning stakeholders to where the value is on ServiceNow. 0:54:48.968 –> 0:54:54.168 Bryan Schrippe And creating a road map that aligns to what you guys are trying to do from an organization perspective. 0:54:55.738 –> 0:55:2.658 Bryan Schrippe Or you have the opportunity to work with us and evaluate a scenario. You know, once you’ve outlined those potential use cases, maybe it’s time to evaluate. 0:55:3.618 –> 0:55:6.778 Bryan Schrippe Think of it like testing the waters of a specific. 0:55:8.658 –> 0:55:10.378 Bryan Schrippe Entitlement that you may have access to. 0:55:10.898 –> 0:55:13.698 Bryan Schrippe Maybe you have access to virtual agent but haven’t yet deployed it. 0:55:13.898 –> 0:55:15.18 Bryan Schrippe Maybe you want to do Apoc? 0:55:15.18 –> 0:55:18.178 Bryan Schrippe We can set up that POC for you. 0:55:18.448 –> 0:55:20.528 Bryan Schrippe And help work with you to go through all of those. 0:55:22.98 –> 0:55:25.538 Bryan Schrippe Or maybe you wanna do now assist or develop an LLM. Proof of concept. 0:55:25.538 –> 0:55:29.58 Bryan Schrippe We can help you with that as well, or do a road map envisioning session. 0:55:29.58 –> 0:55:30.18 Bryan Schrippe We can help with that. 0:55:33.208 –> 0:55:43.368 Bryan Schrippe Another thing building a pilot, doing those pilots in may be a more advanced fashion taking a real use case from your org. Building a pilot or even a process. 0:55:44.938 –> 0:55:48.458 Bryan Schrippe Or develop an entire implementation for a specific module that you guys are doing. 0:55:51.128 –> 0:55:59.48 Bryan Schrippe Now those are the things that I’d wanna go over today, you know, remember, start small, stay aligned and measure your impact. 0:56:1.58 –> 0:56:14.938 Bryan Schrippe I would like to thank you for joining us and remember to fill out the survey at the end if you want and sign up for our free 2 hour ServiceNow environment overview where we can take a look at your licensing. We can take a look at your. 0:56:14.938 –> 0:56:21.658 Bryan Schrippe Environment we can work through some of those pain points and have discussions on where you might be entitled and have opportunity to deploy. 0:56:22.488 –> 0:56:26.608 Bryan Schrippe Solutions across your organization and we look forward to speaking with you. 0:56:26.608 –> 0:56:28.448 Bryan Schrippe Thank you for taking the time today.