Syncing with ServiceNow

Syncing with ServiceNow: A Magic Quadrant Leader in ITSM Platforms for ninth year in a row

November 21, 2022 Andy Whiteside Season 1 Episode 10
Syncing with ServiceNow: A Magic Quadrant Leader in ITSM Platforms for ninth year in a row
Syncing with ServiceNow
More Info
Syncing with ServiceNow
Syncing with ServiceNow: A Magic Quadrant Leader in ITSM Platforms for ninth year in a row
Nov 21, 2022 Season 1 Episode 10
Andy Whiteside

ServiceNow is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms: Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5).

We believe these recognitions validate our strategy and direction as we continue to invest in making ServiceNow an enduring platform for a fast-changing world.

Host: Andy Whiteside
Co-host: Fred Reynolds

Show Notes Transcript

ServiceNow is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms: Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5).

We believe these recognitions validate our strategy and direction as we continue to invest in making ServiceNow an enduring platform for a fast-changing world.

Host: Andy Whiteside
Co-host: Fred Reynolds


00:00:01.930 --> 00:00:11.610
Andy Whiteside: Hello, everyone! Welcome to episode. Ten of syncing with service Now, today is a November, twenty first two thousand and twenty-two of your host, Andy White Side. Fred Reynolds is with me. Fred's been on board.

00:00:11.620 --> 00:00:41.550
Andy Whiteside: I don't know four weeks at this point. A director of our modern apps practice, which is all about service now at the moment, and we'll always be focused on service now. But lots of other things can show up in the mix. Fred. How's it going? Good, Andy? How you doing today? Good. I know you uh left one of our meetings a while ago and joined in my phone and went to A. Went to meeting with my my sales team in your area. Had that go? What did? What did they talk about? What was their pros and cons of what we're doing with our service now. Practice? Oh, no, I think they're very excited about it. I guess what they're looking for.

00:00:41.560 --> 00:00:59.529
Fred Reynolds: What's the next events that are going on. So I think they're looking forward to trying to get a couple of local events where service now is here, and we can bring our uh service as a partner and some customers along, and uh, think they're very excited about it. They're excited about the possibilities, and and how service now fits into uh the digital transformation efforts.

00:00:59.540 --> 00:01:03.129
Andy Whiteside: Did they did they get? Why, it's important that we

00:01:03.290 --> 00:01:06.950
Andy Whiteside: bring service now in and start integrating it with our

00:01:06.980 --> 00:01:08.580
Andy Whiteside: existing

00:01:08.590 --> 00:01:32.860
Fred Reynolds: vendors and workflows which we're going to talk about here in a few minutes. I do. I think the I think the end of the tape I was at. I actually was sitting with a couple of sales people. We got some current activities going on, so they absolutely see the importance in it. They see the momentum Um and I had a very lively meeting at the end of last week, where I think we're already there, and we're and we're kind of talking about the challenges that these kind of these

00:01:32.870 --> 00:01:38.830
Fred Reynolds: really the customers are facing right. Everybody is facing right now in the world, so they certainly get it. Um!

00:01:39.780 --> 00:02:07.919
Fred Reynolds: Did you guys get a chance to talk about what we're doing uh by building our own instances that are going to make it more cost-effective and applicable for customers of all sizes. You know we did in a couple of different meetings today. Not just a lunch in the Us. And I think that's going to be the biggest thing that we're going to be able to offer is our own Um, our own domain separated. Instance where we can help out some of the small to medium businesses and and get them moving faster right. Our ability to be able to take what we've done for within integral

00:02:07.930 --> 00:02:18.379
Fred Reynolds: um and and and creating the of that duplicate that, and then out of the box, provide that for someone in a very short period of time for them to start benefiting from. You know, Standard. I tail practices,

00:02:18.510 --> 00:02:38.099
Andy Whiteside: so I know you have um some background in this, and, like you just said small to medium. But you were an enterprise customer, and you guys considered on boarding another um platforms or another managed service. Providers instance to make your world quicker to adopt. At what point does it become logical

00:02:38.110 --> 00:02:41.159
Andy Whiteside: as you go down the stack to think that maybe you just

00:02:41.170 --> 00:03:08.849
Fred Reynolds: tag on the work somebody else is already done. You know it's a great question, and because the thing is, I think it's depending on where your biggest challenges are. If for the way I was using it strictly in the itsm space and a managed service space right? I really needed to try to partner with someone who kind of lived and breathed what I did from a day to day basis. That's why I was looking for an opportunity to to work with some way to White label it to replicate what they did if they did it. Well, I wanted to replicate that too fast. Forward me.

00:03:08.860 --> 00:03:22.170
Fred Reynolds: But I think that's the beauty of where service now has come along for the last several years, right as we get into this article. The reason why they are where they are, because they've continued to make these investments, so that out of the box, right, you're already getting eighty percent there. So

00:03:22.180 --> 00:03:49.580
Fred Reynolds: and before I was looking for someone to help me get eighty there quickly out of the box. I did. I wasn't able to get there as quickly, so I had to create a lot, but that's what we want to do with our instance. Amy is to be able to already have it There have a lot of the base configurations done. Then all we really need to do is work with our customers to understand what separates them, what makes them different, what workflows, what business cases they have, this different from the standard, and then we can start working on those one by one to make port flow better for them.

00:03:49.590 --> 00:03:50.400
Andy Whiteside: Um!

00:03:51.050 --> 00:03:57.499
Andy Whiteside: That's that's certainly the goal, and we'll see who it applies to, and who had done, apply to you. But nonetheless, whether it's

00:03:57.510 --> 00:04:27.500
Andy Whiteside: bring in that to market, and we're bringing our our partners that we already work with on the digital workspace side. Uh, it seems like a no brainer. We'll. We'll know in a couple of years how it worked out. But I don't know how it could possibly fail. The um the blog for the day we're doing It's a magic quadrant leader in its him. It service management platforms for the ninth year in a row, and I mean, I guess maybe at some point this uh discussion will talk about it as soon and more like, What's all the other stuff that service now is uh addressing in their platforms

00:04:27.510 --> 00:04:55.599
Andy Whiteside: our platform platforms I'll i'll use plural there in this articles by uh matt shimm via mirrors that are pronounced the last name you want to get at it. No, you're good I am uh, that's from November Eighth of two thousand and twenty-two. So the the visual that you start off with which grab my attention for two reasons. One is because service now is in the upper right hand corner. I don't want to say quadrant hell! It's in the corner of the gardener.

00:04:55.610 --> 00:05:07.979
Andy Whiteside: Yeah, so it's like a way out front, and then I look down in the bottom left hand corner of the upper right hand Quadrant and I see the guys from Avanti which we're an avanti partner. We've never really did much on the its side of their business.

00:05:07.990 --> 00:05:18.369
Andy Whiteside: Um, but certainly um! We. We have them as a partner, and I literally just talk to someone today about it, and I was like Look, I mean, I get it. But the people we're going with service now is

00:05:18.380 --> 00:05:39.909
Andy Whiteside: I mean, they're so far ahead of everybody else that I would be fighting the current. I'd be fighting the the wind. I'd be kicking up, you know, fifty yards. Fill gold into the win if I were to uh do anything other than service now, and it kind of comes down here to what um what they're saying around, Why, it matters here. So it's um, I think. Bill Mcdermott, the uh Ceo, and founder of service now talks about being,

00:05:39.920 --> 00:05:53.220
Andy Whiteside: you know, humbled and proud to be this in this spot for nine years in a row with their service. Now itsm product. What? What's the background in that? How did this happen? Do you know the story about how service now was founded.

00:05:53.590 --> 00:06:23.350
Fred Reynolds: You know I I know a little bit of this story right. There was just a development of heart, one to create a a platform that allowed for um, just a regular people to be able to get in the program because it is a program at heart, as it developed it. Um! How it became focused on it, as you know, I I I to look at that and see the real reason why. But other when the company start off. That's where they focused on right how to make that business easy, how to make it So it's easy to um to to provide the foundation for that and automate it. Automate those business processes.

00:06:23.360 --> 00:06:52.530
Fred Reynolds: Um! I just think it's It's been the reason why I looked at this article like that. Andy was like to your point when you first see that visual service now is not even close to others in this area, right there, way out front. They've been way out for for the last nine years. It's the being recognized in that area. But to your comment earlier, this is where service now is in this area, and they're certainly in and across the portfolio what they have in in the magic Court just as high in some areas. But The point is, this is kind of the foundational piece

00:06:52.540 --> 00:07:11.850
Fred Reynolds: where I think um, as we've told Andy and Z integr right, we're starting with that internally. Um with that in other modules Ipsm and Csm. But it's how you build all of that right. It's the basis of building off of that to make sure that you start making internally very efficient um, and and and satisfy your operational needs.

00:07:11.860 --> 00:07:30.459
Andy Whiteside: Um, I know a little bit of a service now, story and and like if if Bill Durham was seeing right here in my office right now like that could happen. But if he was um there's a podcast list to called how I built this with um on Pr. And at the end they always ask, Well, are you good, or are you lucky? Are you good?

00:07:30.470 --> 00:08:00.459
Andy Whiteside: And I think in their case it's a little bit of both. It's like it is in probably everybody's case. Um! And just like with integr to some degree Uh, we have a good idea of what we want to do, and we are also lucky because we timed it right. And what I mean by that is, we're born born at a time when things had transitioned to as a cloud as a service, people looking to outsource things, and I think service now showed up at a time where this itsm and this governance around it, till all hit at the same time. And they were. They were born in the cloud

00:08:00.700 --> 00:08:13.910
Andy Whiteside: and the ability to take off and run faster than than others could that had that were born, you know, in software born inside a data center and a client server architecture. Um it it some of it's just good luck, good timing,

00:08:13.920 --> 00:08:29.109
Fred Reynolds: and taking advantage of the opportunity, and I agree with you on the timing. But I think the thing is it wasn't lucky as the fact that they built this on the Itel framework, I mean. They built this on standards. They built this on what people needed to do from the industry Standard, right? And you really can't go wrong with that when you're saying, this is what's best and

00:08:29.120 --> 00:08:48.940
Fred Reynolds: breasting class best practices for operating the business in this way. So I don't think that was lucky by any means. I think that was purposeful how they built that. And I think that's why they are where they are. Um! In this space they built it on best practices. They built it on standards that are proven. Um. And now they've created a platform to make it easy for people to adopt and apply them

00:08:48.950 --> 00:08:50.299
Fred Reynolds: um in a standard way.

00:08:50.490 --> 00:09:04.409
Andy Whiteside: I'm gonna go back to your platform comment just a second. But um, oh, Crab, I lost my train. Thought so. So. Service now. Oh, here's what it was it so? So it is a set of industry standards for running an it department,

00:09:04.830 --> 00:09:06.290
Andy Whiteside: are there?

00:09:06.300 --> 00:09:35.619
Andy Whiteside: Well, i'm just gonna to answer the question for ourselves. Um! What what I love about that concept, and what makes it so interesting is that every department and organization should have some set of standards. They run by. It just so happens that it was so out of control that they had to come up with a set of standards. But whether it's the Hr. Department or the marketing department, or I. I don't know the the sales group, or whatever they Everybody needs a set of standards. This combination of the timing of it, standards showing up and and uh born in the cloud showing up, and

00:09:35.630 --> 00:09:49.859
Andy Whiteside: then putting all that together, and being smart enough to to to at least apply this to the it department is is awesome. How that worked out at the same time, service now is limitless in terms of departments where this type of approach can apply. Would you agree

00:09:49.870 --> 00:10:15.800
Fred Reynolds: agree? And I think that's that's what setting it the part right. Now, right, This is not so much your it focused system anymore, right? It may be where it almost started is maybe where the focus was. Initially, clearly, we're seeing how companies are struggling to keep up with the pace of the changing world of everything that's coming at the end. They're relying on it to help solve some of these things no more. It is your service request, or your tickets, even for what you need. Internally it's just affecting you any more. It affects

00:10:15.810 --> 00:10:42.639
Fred Reynolds: sometimes multiple organization. It affects your customer base right? Your customers themselves. So I think that's what we're starting to see is that you know the the basis of some of the standards that put in place for for how we manage service requests in this change, how we manage our the flow of the work we're doing, how that's really plan across all the organizations how it's applying across siloed and dispersed systems, and how that affects our customers, our ability to move quickly.

00:10:43.290 --> 00:11:05.329
Andy Whiteside: So I think I got ahead of us on the workflow conversation. But we'll we'll come back to that one. Um, This A platform approach which is really what we've been talking about here. So yeah, okay, You got cloud, which is no such thing. There's clouds. There's I as clouds there's Sas apps, which we had forever, whether we realized it was cloud or not. And then there's this thing that's someone in the middle, which is a kind of a platform cloud

00:11:05.340 --> 00:11:24.609
Andy Whiteside: uh, and that's where service now has mostly shown its merits, is as a platform that's extremely extensible into all different directions. How would you describe service now as a platform, and then tie in some of the things that they brought into the article here in this first section. So so as a platform. I think that's interesting, right? Because I think before

00:11:24.950 --> 00:11:54.880
Fred Reynolds: before looking at this as a platform, I think I was in a world of the way I use is, I was always looking at applications. I was like. It's always looking at products. Right? Um. It was always interesting, because I always consider myself. I'm the platform person for where where I lived, and where I breathing where I worked. But you know the platform was a combination of a lot of different applications and tools that i'd use. But service now came right. I saw the idea of a platform here and There's others that have developed into this concept as well. You creating a platform to build upon. It's the same thing. They have built a platform and a foundation in which we can build

00:11:54.890 --> 00:12:04.560
Fred Reynolds: a lot of different applications. Use cases on top of that, but having a common, a a common data model, right? A common way to do it. A standard for that.

00:12:04.820 --> 00:12:16.039
Andy Whiteside: Yeah. And and then it's also extensible. And um! That's what allows it to play so many roles in different. I mean the very last paragraph. And this one talks about artificial intelligence and machine learning. That's

00:12:16.050 --> 00:12:45.920
Fred Reynolds: that's so huge. Right? I mean, that's that's what it That's the advancement of where they're going. So they look at how it stays in that magic card, and so far away right uh for a head. And and i'm gonna tell you Ai was something ten years ago you thought about. Oh, That sounds cool, Right? How will we get there? We got a lot of other uh products that are trying to do Ai right, or businesses that try to apply the Ai, and and honestly within the core. What service now has they have it built in Now for your Ai, for your machine learning for your robotic administration um automation with that. And when you put those things together you have certain

00:12:45.930 --> 00:12:58.390
Fred Reynolds: now working behind the scenes to help you in in whatever area you want to focus on. Maybe it's. Meantime resolution. Uh, maybe it's speeding up the processes. Maybe it's looking for certain things right. I mean, Obviously, you have to apply

00:12:58.400 --> 00:13:06.450
Fred Reynolds: some of what you need it to look for, but the capabilities that are natively once you feed it, what you're looking for and configure it. It's constantly working for you behind the scenes.

00:13:06.460 --> 00:13:20.100
Andy Whiteside: Yeah. And you mentioned the data Lake the other day. We were talking about some of the stuff and having a massive data lake from another platform that you had to another thirty terabytes or something. Get into the system. And you know, having

00:13:20.110 --> 00:13:34.679
Fred Reynolds: a data lake with a platform that sits beside it. They didn't has this integration. And then being able to go in mind that data leg for legacy, historical stuff, and new items that are coming into it. Um! It takes a platform,

00:13:34.690 --> 00:14:03.369
Fred Reynolds: and it takes a platform to make this point to It takes a platform to optimize what you're doing. It takes it. It. Optimization means you got to look across things, and you have to find a more efficient way to do that and to optimize that. And how do you? Faster with that? And I think that's the biggest part of service now applying over the last couple of years. Just that what they've done with Ai, and there's a there's a and it may be in here a little bit later, but active agent, right, and the the premise of active agent has an Ai engine behind it. So it's actually looking knowledge. Articles just looking at previous cases is looking at things

00:14:03.380 --> 00:14:21.719
Fred Reynolds: that puts it in front of you a lot quicker if you've seen something very similar to this case, something that even somebody can resolve on the own. They present that ahead of it. So I mean that's light years ahead of where we were, because it's really optimized and and and making making you get to like, I said. A meantime resolution a lot faster in this space,

00:14:21.730 --> 00:14:33.330
Andy Whiteside: and and to the point where it's probably putting data into It's looking at data in such a way that you don't even know to ask the question yet. But when you ask it, it's gonna know where to start looking.

00:14:33.750 --> 00:14:44.430
Andy Whiteside: That's correct. So let's talk about this part where we talk about business workflow automation, which is probably the quickest benefit you get out of implementing itsm solutions in this case service now,

00:14:44.440 --> 00:14:59.570
Andy Whiteside: and that's when you have the ability to empower the business to be better at what they do, either through automation or through um uh notifications and approvals. Um helping understand your background here, as it relates to workflow automation and some of the things you guys did.

00:14:59.590 --> 00:15:28.959
Fred Reynolds: Well, I think this is the part of where it's interesting where I said it goes from like an it centralized it. Central platform, a platform. It's kind of really built. It's basically it. Its it's amazing how much you have to look into the business you have to look at, how it's being used. You have to look at the processes of being there. It's easy to go and automate things that are repetitive things that you do over and over again Right? I think there's a little example here would get to, because i'm excited to talk a little bit more about some of these these plugins and things that we're working on to Andy to make things simple,

00:15:28.970 --> 00:15:47.900
Fred Reynolds: but it's really about. You know. How do we go in there? And and how do we take something that people are doing? Repetitively right, and and use the automation engine behind this to to make this So it's being done for them. It takes away their time from having to spend the time doing that, and they just really get to the mindset as a business to think about. How can we get service to how to do this workforce In a way.

00:15:47.950 --> 00:15:48.960
Andy Whiteside: Yeah,

00:15:49.080 --> 00:16:00.720
Andy Whiteside: if you can take uh things that are efficient, and could be automated out of the hands of people who have to stop what they're doing every day and and make it happen, either through some type of user request or through some type of

00:16:00.730 --> 00:16:29.930
Fred Reynolds: uh analytics that spawns the automation to kick in. Well in a good process, and it's going to have lots of steps that you follow, and it's a sync in a in a sequence right to make sure it's done correctly. You dot the eyes, and you cross the teas, and notifications are part of that approval as a part of that doing the works part of that document what's done right? And I think that's where this puts a wrapper around that to walk it all the way through, and automated it in such a way, so that you take the human touch away, and you get as much done as you can from

00:16:29.940 --> 00:16:31.789
Fred Reynolds: behind the scenes in the tool itself.

00:16:32.170 --> 00:16:47.140
So the one that's called out here is one that's near and dear to our heart as integral, and that's one of the reasons why we're even getting into this it as soon space. And that's how you take a product like Citrix, Central Virtual at Citrix Virtual App and desktop or citrix. Now, daz, he has a service pieces,

00:16:47.150 --> 00:17:09.249
Andy Whiteside: uh which, by the way, the desk is going to have more integration because it's cloud-based service now is cloud base. You take Apis that can push and pull. Next thing you know, you got some two things that can easily work together. But um help us understand we're in a virtual at virtual desktop world, we can use it as to to save seconds at a time which added up counts as hours, if not days, in the course of a year.

00:17:09.300 --> 00:17:39.190
Fred Reynolds: Well, i'll tell you I'll tell you that one example that it's kind of using here is is more of this session reset, right? But, Andy, I know you're a citrix expert, so i'm sure you could think of a thousand things that um that you could probably automate through here. But in here, we could say it from here would would be in this citrix uh virtual app. That's doing this right. This can apply to any um used case that you're already touching a system or an endpoint that you have control over that endpoint that you can automate to say, Hey, This is a password reset. This is the session reset.

00:17:39.200 --> 00:18:09.190
Fred Reynolds: This is a restart. This is some task that needs to be performed, and sometimes those tasks perform by a human being to get that done, or sometimes it's a task that, hey? Once somebody approves that, then it can go, and you can automate that. So I think it's really neat here with this. Here is a use case. You're using um this adapter between Citrix and Service now to automate a task that they had in their hands, and it says it saved them, you know. Hours um down to thirty seconds from hours of times thousand hours at home, and i'll give you a great example. We as integrra we've he's over.

00:18:09.200 --> 00:18:25.470
Andy Whiteside: We used to reboot them once a week. Now we reboot them every night. Our non persistent ones, because things happen. Applications get sideways. Some goofball, you know, goes to the wrong website, or um, you know, opens fifty browser tabs and brings a machine to a crawl, and they can't figure out why they can't connect to it.

00:18:25.480 --> 00:18:40.739
Andy Whiteside: Um! But I would prefer that we rebooted them once a week like we used to, and then, if you got in a situation where yours was home, you go into your your service desk. You go in your service portal and just hit a button in thirty seconds later you got a new one. You get to um. You know It's an example of what?

00:18:40.750 --> 00:18:52.990
Andy Whiteside: How you would apply this type of technologies for session resets, which is what's talking about here with the guys from nobod help which just happens to be down the street from us. Um, but certainly just one example. I went through a

00:18:53.000 --> 00:19:06.669
Andy Whiteside: podcast this morning on the citric side. There must have been seven or eight new integrations that Citrix has brought forward. All of them have been there the whole time. Um! It's just a matter of having someone developed the the integrations in this case. They're actually just adding it to their

00:19:06.680 --> 00:19:35.800
Fred Reynolds: their their solution. So, and the great thing about what you just said, We We talked about one use case about reset, but Then you said that, hey? You may have a uh, what do you call it? A a a frozen desktop, or one that you can access right um. Go back up to our last conversation about Rpa. Right automation. So, Rpa: some synthetic monitoring around that you have that you can make the ability behind. It seems to go and check and see if it's hung. If it is hung. You can take care of that without even a user experience in that at that point right? So you do those restarts. You see it hung. You can continue to fix that. So

00:19:35.810 --> 00:19:40.040
the the loop just continues on and on until you make sure everything is working the way it should.

00:19:41.180 --> 00:19:55.769
Andy Whiteside: So the next section here talks about service desk. I don't even understand what service desk is. I I think at this point I understand customer service, module management, module workflow. I think I understand it as well. What service desk and what are they trying to cover here.

00:19:55.780 --> 00:20:25.759
Fred Reynolds: So in service desk. I think it's. Talk about the the your users right um taking care of the things internally to get the things resolved right. That's why I was talking about the mobile app right? Extending that to your uh employees right to be able to do your request. So a service that's being your over service desk. So we have one within the integrity that takes our phone calls. I'm: Having a problem, My Pc: I'm: having a problem, My phone. How do those is this? Get logged? How do you get updates on those? So this is the whole experience around your service desk. Um, who gets those tickets right so a little bit down there at all

00:20:25.770 --> 00:20:37.820
Fred Reynolds: about workforce optimization. So within service. Now you have the ability to put your workforce and their their skills of what they're trained to do. Who's proficient in that service now to do the automatic routing to get you to the right person.

00:20:37.830 --> 00:20:55.789
Fred Reynolds: So the service desk and tries you all those abilities um to be able to get to your to, whatever your incident is, whatever your issue is, whatever you're looking for. Maybe it's an order Um, giving that to the right person as quickly as possible. So service desk is what I the end user interacts with to

00:20:55.800 --> 00:20:57.919
Andy Whiteside: open tickets. Manage my tickets.

00:20:58.270 --> 00:21:00.719
Fred Reynolds: Um. Yes, that is correct.

00:21:00.820 --> 00:21:01.740

00:21:03.420 --> 00:21:20.740
Andy Whiteside: And I uh, I literally did that today where I had an open ticket. I clicked the link. The email came. I had clicked the link, and instead of calling or email and the guy that's working on my ticket, I just I just send him a message right there, and you know, Boom in there ready to go. He probably got a message notification instantly, and we you cut out the back and forth

00:21:21.160 --> 00:21:22.100
Fred Reynolds: indeed,

00:21:22.490 --> 00:21:37.439
Andy Whiteside: uh service operations. So it talks about businesses needing to be agile to remain competitive with. By the way, this all this stuff we do in it. If it's seen as anything other than enabling the business to be a better business, then you're looking at it the wrong way,

00:21:37.450 --> 00:21:46.480
Andy Whiteside: and then service operations is a no-brainer around. How we want to optimize what people are doing at any moment in time? Help us understand How service now does that.

00:21:48.720 --> 00:21:51.169
Fred Reynolds: Um: So

00:21:51.550 --> 00:22:15.410
Fred Reynolds: So basically service now is going to help you operate. I mean, sorry from from your operation standpoint, because the single platform is, has all your data in one place, and you can spread that across to multiple organizations that are working to solve some of your operational challenges. So I think that's the biggest thing that service now does for us. It gives you that platform where you don't have to repeat all of that data over and over again to certain areas that maybe work on that one example of that of how it can help with that.

00:22:15.420 --> 00:22:16.240
Andy Whiteside: No.

00:22:16.870 --> 00:22:21.720
Andy Whiteside: So And then we get down here to the bottom of the blog, and it really just talks about. You know what's

00:22:22.190 --> 00:22:41.509
Andy Whiteside: what's this platform has enabled uh I got predictive Ai as one example. I've got service operations workspace. As one example, you know, when we get our data in a place where it's consumable to a platform that really enables the Uh data driven business, which

00:22:41.520 --> 00:22:43.030
Andy Whiteside: I mean. Let's be honest.

00:22:43.280 --> 00:22:53.850
Andy Whiteside: Most companies, Aren't at this point, and getting this in place is step one to being able to you thirty years from now, ten years from now,

00:22:54.130 --> 00:22:58.189
Andy Whiteside: not be the case where we truly are driving the business through

00:22:58.370 --> 00:23:00.450
Andy Whiteside: data and not

00:23:02.130 --> 00:23:20.879
Fred Reynolds: not what most of us do, just making decisions along the way through the day, making the best we keep doing the best we can

00:23:20.890 --> 00:23:32.019
Fred Reynolds: a company that's not there. So Andy, What's open my eyes. You know I came from a big enterprise, and I was there for many years, as we know right. But what's up my eyes over the last couple of weeks as I've been here as integrated with some of the customers is

00:23:32.030 --> 00:24:00.700
Fred Reynolds: I mean, there's still customs out there with with large paper trails with processes that are really disparate, broken, and I should say broken. They have their process. So I shouldn't say it's a broken process, but it's a process not digitalized. It's not put into a system that can be repeated. Um! The processes that they have cannot be driven and be consistent because they're not part of that Itel framework. Um a lot of the things that service now has in the core of it, as it is to allow them to be successful very quickly with digitizing

00:24:00.710 --> 00:24:10.280
Fred Reynolds: what they're doing. Put in those processes to standard and repeatable. Um. This the standards and and the processes of which the platform allows you to do, and then to your point.

00:24:10.290 --> 00:24:38.199
Fred Reynolds: We can continue that out. I mean, you got to get the basis in there and then through automation, through integration is to continue this out right? It can. It can be used internally to start with to get it working. Then you can go beyond a different organizations. Then you can go beyond different tools. You can apply that automation into the end to to the end users to do work for them. So I mean It's just It's just a starting point, right? But I just I do know that like from using itsm and service now for the last ten years, and seeing how it's matured in that space

00:24:38.210 --> 00:24:50.439
Fred Reynolds: so many things that I know I still in the last podcast. So many things have been introduced in the last several years that they're being very in uh innovative and and trying to continue to help solve the the challenges that we face, you know, doing more being faster.

00:24:50.540 --> 00:24:57.820
Andy Whiteside: I think this last paragraph kind of says it all says: behind every business outcome is a process that drives experiences

00:24:57.830 --> 00:25:27.789
Andy Whiteside: as shown in the examples here. The now platform digitizes siloed process. We really Haven't talked about that. The idea that uh i'm making a decision. Someone else making decisions and nobody's available to try to tie that all together, and in the past it's been, you know. Maybe it's the Ceo of the company. Maybe it's the Ceo. Somebody seeing either train wrecks everywhere, or miracle touchdowns everywhere, having data That's part of a platform. Um! And those workflows, and to great to get great experiences, a great result. I kind of cut myself in the article

00:25:27.800 --> 00:25:45.969
Andy Whiteside: out of the article uh service. Now plans to continue and invest in solutions and platform to automate the processes help customers, companies reach their goals. Uh, to be frank, it's the only way we're gonna get there is by taking systems and using that data and the platform that understands that data

00:25:45.980 --> 00:25:55.279
Fred Reynolds: to kind of highlight where they're working where they're not working

00:25:55.420 --> 00:26:21.510
Fred Reynolds: with customers with our vendors talking through use cases because I don't think some people feel that their processes are so siloed, and they have such disparate systems right until you start walking from end to end. Then you start seeing in a meeting with five people that those five people lead the organization, and they all have different processes within that. However, they're using the same data or trying to use. We're trying to make a system work to do that for them. And service now can certainly do that.

00:26:21.520 --> 00:26:24.280
Andy Whiteside: Yeah. Up till now. Business has been run with,

00:26:24.550 --> 00:26:28.429
Andy Whiteside: you know, maybe a high-level. Look at the books, but mostly from the gut.

00:26:28.690 --> 00:26:31.680
Andy Whiteside: Yeah, this is how you get there to try to stop start fixing that.

00:26:32.860 --> 00:26:40.420
Andy Whiteside: And that's spoken as a business owner who doesn't have service now. Yeah, but it's coming uh internally for ourselves.

00:26:40.710 --> 00:26:45.130
Andy Whiteside: All right, Fred. Well, thanks, thanks for joining, and uh, what you got going on the rest of the week

00:26:45.490 --> 00:26:50.009
Fred Reynolds: uh Thanksgiving right around the corner. So going to be heading up to the North Carolina Mountains. And uh,

00:26:50.100 --> 00:27:00.460
Fred Reynolds: I think it's gonna be cool. It's in the twenties there at night. So hopefully. See a little bit of snow, and uh have some time with a family awesome.

00:27:00.750 --> 00:27:17.570
Andy Whiteside: Got a uh the Family Thanksgiving Day, which is always interesting fun worthwhile, but interesting. And then I got a football game college to log in to get to uh Friday.

00:27:17.580 --> 00:27:30.920
Andy Whiteside: Should I? Always uh, anyway, should be fun. It's family time. So since my kids go to one school. I went to another school. Um! There'd be a family tradition until i'm dead. At least, so got got a couple of games. Look forward to

00:27:31.400 --> 00:27:35.789
Fred Reynolds: all right. Well, I appreciate you joining, and we'll do it again two weeks.