Syncing with ServiceNow

Syncing with ServiceNow: 3 ways to supercharge HR digital transformation

July 06, 2023 Andy Whiteside Season 1 Episode 19
Syncing with ServiceNow: 3 ways to supercharge HR digital transformation
Syncing with ServiceNow
More Info
Syncing with ServiceNow
Syncing with ServiceNow: 3 ways to supercharge HR digital transformation
Jul 06, 2023 Season 1 Episode 19
Andy Whiteside

Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges.

As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation, whether for our CEOs, boards, or investors.

In a survey by Fortune and Deloitte, 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce.

I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined ServiceNow: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too. 

HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation.

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Kristin McDonald
Co-host: Becky Whiten

Show Notes Transcript

Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges.

As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation, whether for our CEOs, boards, or investors.

In a survey by Fortune and Deloitte, 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce.

I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined ServiceNow: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too. 

HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation.

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Kristin McDonald
Co-host: Becky Whiten


00:00:02.110 --> 00:00:15.710
Andy Whiteside: Hi! Everyone welcome to Episode 19 of sinking with service. Now I'm your host, Andy White. So I've got the the integra service now, crew or chunk of it, anyway, with me today and today is, what's July fifth. One day after a Fourth of July, 2,023.

00:00:16.010 --> 00:00:22.880
Andy Whiteside: So excited to have this group and excited because this is gonna sound crazy to say I'm excited to talk about Hr.

00:00:25.980 --> 00:00:28.579
Andy Whiteside: I say it that way on purpose, because

00:00:28.600 --> 00:00:41.719
Andy Whiteside: to many people, including myself, Hr. Is not exciting. However. now we have a chance to talk about systems that improve workflows between employees and employers and make. Hr.

00:00:42.000 --> 00:00:59.550
Andy Whiteside: well, I'll just say exciting and and that's function and adds integration with other technologies. And well, that's we're gonna talk about today. So quick round of introductions Fred Reynolds, who runs our modern apps practice, which big chunk of that is service. Now is your Fred? How was your Fourth of July.

00:01:02.750 --> 00:01:07.459
Andy Whiteside: -oh! I saw I saw the switching microphones a second ago.

00:01:07.710 --> 00:01:11.220
Andy Whiteside: and now he's got this interesting look on his face.

00:01:12.130 --> 00:01:16.329
Fred Reynolds: I'm back. Sorry it. Soon as it started, I lost everything. I'm back.

00:01:16.690 --> 00:01:25.059
Andy Whiteside: That's not a yeah, that that's not a podcast pro move right there. But it's very confident move. Just didn't play on payoff.

00:01:26.320 --> 00:01:30.370
Andy Whiteside: All right. So I know you went to and you almost killed your daughter. What does that mean?

00:01:30.430 --> 00:01:42.880
Fred Reynolds: Oh, yeah. So you asked me how my fourth went, because I missed every bit of it so very Boeing move. But yes, I switched things. Oh, Fort Sl, I was great, so celebrated my son's seventeenth birthday, had a bunch of his boys over to

00:01:42.940 --> 00:01:55.369
Fred Reynolds: couple of briskets, which devoured those about 300 feet out of the meat, was going about an hour. They just killed it. So yeah, we had a great time. And then on the fourth kind of took it more easy just to family, and

00:01:55.460 --> 00:01:58.089
Fred Reynolds: just kind of hung out a little cooking out. That was it.

00:01:58.230 --> 00:02:09.740
Andy Whiteside: Very low key, but lots of tubing. I've slowly learned the lesson, and you know me from back in the day that if you have the the least, nicest in the least, biggest house, then you don't have to host for stuff like this.

00:02:09.910 --> 00:02:13.109
Andy Whiteside: And now you gotta do is go help clean up a little bit, and you're off the hook.

00:02:13.520 --> 00:02:38.220
Fred Reynolds: I mean, there's some logic in that. I'm really starting to believe that I will share this story, though. So I just turned 50, and I decided it was a good idea, because of my son's birthday, to get on the 2 with my daughter and my son, and go to been as well with my wife driving the boat. So I am still for today. After several days later, caught some big air and yeah, fill in that pain. But it was a lot of fun. I don't think I've ever laughed that much in a

00:02:38.350 --> 00:02:59.530
Fred Reynolds: yeah 30 min period. So I fell off 4 times by laughing so hard I just couldn't hang on. So it's a lot of fun. Is this a single tube with everybody on it, or 3 separate, too? This was a 3 center. Sit down that you can pull or turn it around and get on your knees, and then we have a 4 person like cockpit. So we did them all. I just. I wanted to try all the tubes, because usually I'm driving the boat and trying to kill them. And so I said, Hey.

00:02:59.630 --> 00:03:10.010
Andy Whiteside: so we'll get off on this and get off this topic in just a second. But I I grew up to been barefoot and ski and all that stuff. Now we mostly wake surf.

00:03:10.130 --> 00:03:16.250
Andy Whiteside: and I still like taking the kids to been, except I count the gallons of gas. I'm burning while I'm pulling them.

00:03:16.310 --> 00:03:19.249
Andy Whiteside: and again. I'd rather you somebody else's boat.

00:03:19.630 --> 00:03:22.790
Fred Reynolds: It is a very costly sport, that's for sure.

00:03:23.050 --> 00:03:44.540
Andy Whiteside: Ran out of gas one time last summer, not even realizing alright. Well, we've got the the the Sisters on starting with Kristen, Mcdonald Chris has been with us a while and then part of this podcast. Series. and her sister Becky written on as well. Hopefully I said that that last name I think I did. I pronounce Becky's last name white to the eye is a long eye.

00:03:44.690 --> 00:03:48.650
Kristin McDonald: which, as Andy White side, I should get it. Yeah.

00:03:48.990 --> 00:03:58.410
Becky Whiten: I think if it was 2 t's it would be whitten right there you go.

00:03:59.650 --> 00:04:02.050
Fred Reynolds: So which for what? That sounds?

00:04:02.110 --> 00:04:03.160
Becky Whiten: Jason?

00:04:03.180 --> 00:04:12.300
Fred Reynolds: Yeah. Oh, okay. Cowboys tied in. Then you guys look back. He's a football fan. I like, he knows all the cowboys. Yeah.

00:04:12.930 --> 00:04:23.010
Andy Whiteside: all right. So Kristen, this is your chance. Becky got to say something funny about you last time, and then we're gonna do this this time, and then we're done. Tell us

00:04:23.330 --> 00:04:43.269
Kristin McDonald: your best, Becky story, like, I don't want to have to check the box on the podcast posting that says it was explicit material, so don't go that. So this is a family legend. So I get to tell him my sister now. So my sister here was the Texas High School, Rudio cutting champion.

00:04:43.620 --> 00:05:10.509
Kristin McDonald: and we went to Colorado one year for the championships, and they were interviewing individuals there, and of course they interviewed Becky, and she had a horse. He was down. They were interviewing the veterinarian there. And oh, man! That Texas accent came out. She was real worried about her mayor, and oh, my goodness! And she will never live that down.

00:05:10.510 --> 00:05:24.260
Kristin McDonald: and I'm a and there, but on this call I think it's old enough for me to say this, this is pre- Youtube, pre, digital. So that doesn't exist in the Vhs tape somewhere, maybe.

00:05:24.690 --> 00:05:33.979
Kristin McDonald: Oh, there you go right there handy. So can you convert that to digital and share it with us? Or is it already converted from?

00:05:34.310 --> 00:05:41.649
Andy Whiteside: If you were something in Texas revolving result regarding a rodeo. Does that mean you were the best in the world?

00:05:42.400 --> 00:05:45.139
Becky Whiten: I was the best in Texas.

00:05:48.780 --> 00:05:55.139
Becky Whiten: I think it's funny. When you go to Texas. You got these flag polls, but it's not American bikes the big Texas flag everywhere.

00:05:55.440 --> 00:06:02.759
Kristin McDonald:  we are proud of our Texas. You should be. It's a great place, great people, and

00:06:02.810 --> 00:06:04.920
Andy Whiteside: a lot of good things to do.

00:06:05.480 --> 00:06:07.150
Fred Reynolds: It is good food.

00:06:07.320 --> 00:06:10.029
Becky Whiten: And as Crystal was mentioned that

00:06:10.050 --> 00:06:35.309
Becky Whiten: we would go, it was in Pedlo at the national finals, and every time A. T. The TV would be on, it ran like in a constantly I think the whole town thought it was hilarious the way I talked, and so they kept playing it over and over and over every time I go into the room, or and wherever I'm turn on the TV, it'd be on.

00:06:35.540 --> 00:06:36.790
Fred Reynolds: That's hilarious.

00:06:36.810 --> 00:06:55.999
Fred Reynolds: It's pretty Youtube viral. Yeah. I know we gotta get to Hr, but that really reminds me of every time the North Korean State Fair it comes around here. They always interview the people that come from the Brothers Woods back door to tell them about how great the fair is, and it's so like they have their teeth, and it's like North Carolina. I think, Baron, the best. Come here, and it's like

00:06:56.290 --> 00:07:01.259
Kristin McDonald: she had all her teeth.

00:07:01.760 --> 00:07:11.090
Fred Reynolds: We can get kicked by court horse right, you complaining to interview your relatives every time. I think I was interviewed once, for sure.

00:07:13.080 --> 00:07:16.239
Andy Whiteside: hopefully, a tornado it never comes through. Then they'll definitely find all of you

00:07:16.290 --> 00:07:18.599
Kristin McDonald: my my family, for sure.

00:07:19.160 --> 00:07:26.260
Becky Whiten: As as Fred mentioned today, we're covering as well. I mentioned Hr. As a topic. Let me share my screen here.

00:07:26.690 --> 00:07:51.109
Andy Whiteside: Alright, so the title is is from Paul Davis Davey, sorry of March twenty-first of this year. I I was gonna highlight. I am gonna highlight that one of the reason why we're doing this, my my daughter, who was going into hr, at least she think she is. she's in school, and I I I talked to her about, you know, coming up, being part of a consulting world where they help solve through software and technologies and platforms.

00:07:51.110 --> 00:08:02.000
Hr. Related need. So I exposed her to the service. Now, Hr. Workflows and modules, and I mean. She lit up instantly and thought it was a thought. It was great, very valuable, and very useful. And so now she's kind of hidden.

00:08:02.000 --> 00:08:12.569
Kristin McDonald: heading down that path the the title. This was 3 ways to super charge. Andy. Yeah, the printers. Oh, oh, well, wrong screen. Sorry.

00:08:13.440 --> 00:08:16.830
Fred Reynolds: We could probably integrate those to service now, if you want.

00:08:16.910 --> 00:08:23.170
Andy Whiteside: I did that last week. Oh, there you go. My screens are now that this new system my screens are backwards

00:08:23.460 --> 00:08:42.980
Andy Whiteside: all right 3 ways to supercharge Hr, digital transformation. So that's couple of things right? A digital transformation. All that's happening. It's happening in every line of the business, including Hr. And then this is a way to use the platform to supercharge it. So, Fred, why, why did you pick this particular goal?

00:08:43.490 --> 00:08:54.019
Fred Reynolds: Well, one, because we have. Beck is part of the team. we have a several opportunities. We're starting to talk with our customer based on Hr. And I will tell you it is something you know, that that

00:08:54.140 --> 00:09:13.820
Fred Reynolds: as I look more more into it and get really excited about it, because Hr, as I've always typically looked at is begin, you know you're in the on boarding aspect. Just part of service now brought a different light to on boarding, to my opinion. So on board, and I'm used to going to fill out the documents that people need for Hr. But when you think about Hr. It together, you think about, how can you? Really? It's a super. But how can you really

00:09:13.820 --> 00:09:26.549
Fred Reynolds: automate? Created very efficient ways of creating workflows between what it needs to do to feel someone on boarding from a technical standpoint, and then your Hr. System that has a typical forms and documentation. And then

00:09:26.550 --> 00:09:39.760
Fred Reynolds: and then the next thing of that is like your your, your employee, improvement and development. So how you do that right, how you drive that and and the back end of service. I don't want to get into the whole article yet, but it's like we're seeing that across our customer base.

00:09:39.840 --> 00:09:48.940
Fred Reynolds: and and and that how to expand on that. Oh, absolutely

00:09:49.210 --> 00:09:52.430
Andy Whiteside: all the way from the onboarding to the off boarding and everything in between.

00:09:52.530 --> 00:10:21.109
Fred Reynolds: They do it. A lot of it is so siloed these days, and it's the way it has been. But I think this is absolutely easy way to bring them together. Some people, I think it made it attempts of having niche, you know, Hr systems and it and doing them separately where they kind of email or say, this is what we need. But that's or just turn around a school with. So you can always do in service desk tickets to fulfill the onboarding activities anything that would Hr. But really this Tyson that they together very seamlessly, I have to stop. And I like that. Fred just created a new verb, called it. And

00:10:22.990 --> 00:10:46.119
Becky Whiten: and the emails you can't always track, you know, when when it was sent, when it should be completed and following up and so forth. So it really helps all of that. So, Becky. Sounds like you've got some experience in this. Tell us, without naming names. one of your in consulting gigs where you brought it and Hr. Together through the service now platform

00:10:47.160 --> 00:11:15.549
Becky Whiten: so several times, but one very large government entity we did this The Hr. Department was very cautious of the security and service now to great links at the Security and the Hrsd module and really separated that data even from an admin into the instance. So it is

00:11:15.620 --> 00:11:22.989
Becky Whiten: very secure. As far as the data goes, you can integrate the data with other known

00:11:23.160 --> 00:11:29.430
Becky Whiten: systems that are out there today that large companies might be already utilizing.

00:11:29.430 --> 00:11:55.319
Becky Whiten: but yet it also brings and ties things together. So as an end user, you can, you know, or a manager, you can easily onboard a new employee. And those workflows trigger and those tests go out to the It area, create their tasks. things can kick off at the same time or at different times. Once one thing is completed.

00:11:55.740 --> 00:12:17.469
Becky Whiten: and also, if there are things that the employee or or user needs to sign the Hrsd has the ability to be able to sign documents and that be stored into the instance as well. So there's a lot of innovation that service now has put into the Hrsd.

00:12:17.660 --> 00:12:28.410
Andy Whiteside: I don't really think about that. But just document signing and tracking of those documents without human manual placement and things. I guess that's that's a no brainer fit here.

00:12:28.600 --> 00:12:30.090
Fred Reynolds: Yes, exactly.

00:12:30.410 --> 00:12:36.170
Andy Whiteside: Kristen. Any specific Hr related implementations. You've seen that you would comment about

00:12:37.480 --> 00:12:41.070
Kristin McDonald: so. I've I've seen a few

00:12:41.170 --> 00:13:00.279
Kristin McDonald: implementations. And and I really would emphasize the employee experience on those implementations. You know, service now does have a mobile app for onboarding, for new users, and I actually spent 10 years working for a a pre employment screening provider. We built applicant tracking systems and to have

00:13:00.280 --> 00:13:16.810
Kristin McDonald: a mobile app on your local phone where you can track the progress of your application. You can sign anything that needs to be done. You can complete any tasks assigned to you. That's a really big deal, and that really streamlines the process of bringing on a new employee. And

00:13:16.810 --> 00:13:36.460
Kristin McDonald: really the experience for a new employee is so significant because it's their first impression of your company, right? So in order to be able to streamline that and really make it a nice seamless process for them. It really is important. I was gonna comment on that. So, Fred, how many chances do you get to make a first impression

00:13:36.630 --> 00:13:44.800
Andy Whiteside: 1 one. So you know, do you want them to be fedexing documents back and forth? Or do you want it to be a seamless.

00:13:45.080 --> 00:13:51.260
Andy Whiteside: you know? Forward thinking digital trains dig digitally transformed process that's user friendly and secure.

00:13:53.050 --> 00:13:56.649
Fred Reynolds: You know what it also provides a level of consistency. When you

00:13:56.700 --> 00:14:20.519
Fred Reynolds: put in a system like this. You have a way you delivered every single time people see that as well. So you have one time to have a first impression. When that first impression goes with that sequence of tasks as Becky was mentioned. Anytime, you go between a company or even doing business between companies. There's always different interactions signing Nda's or doing forms and stuff. And any way you can streamline that to where you send it out, or you hit a button. And it reminds to people that this still hasn't been done.

00:14:20.550 --> 00:14:34.909
Fred Reynolds: You got 2 days to do that, and it's multiple people to have to sign it. It. Just it takes your worry away, and you can focus your time on other things. So that's another big reason why this makes it more efficient because it takes you from doing the mundane task and does the automation for you and tracking.

00:14:35.360 --> 00:14:40.450
Kristin McDonald: But I I kind of want to jump into the blog. But the same time as this group of question. I mean, what?

00:14:40.800 --> 00:14:45.859
Andy Whiteside: What's taken so long for it? And Hr. To come together? Why hasn't it happened sooner?

00:14:46.770 --> 00:14:53.460
Kristin McDonald: It's because they haven't had a single platform until now. Service now is that single platform that can handle those?

00:14:54.410 --> 00:15:21.030
Fred Reynolds: Yeah, I agree with you, Chris. It takes a platform to do both, and then it has to be proven. So now you're starting to see the uptick in this, because you have companies that have gone only, and service has lots of great use cases of big companies using Hr in with the implementation and all the other different modules that it really takes people seeing success in one area before they feel like they'll jump forward and do it. Everybody says they want to be on the leading edge and be part of visual transformation. But

00:15:21.040 --> 00:15:30.389
Fred Reynolds: they're really waiting to see if it's going to be successful before they jump in. And I think that's why I think we're on the break. If everybody wanted to implement this and move forward with it.

00:15:31.220 --> 00:15:43.890
Andy Whiteside: So Becky, I'm probably gonna target you for most of these breakouts is 3 3 ways to super charge it. First, one is integrate Hr and digital technology teams. We might have been talking to that a little bit. But what is this part of the document, the the blog talking about.

00:15:44.340 --> 00:16:01.350
Becky Whiten: So we did talk a little bit about this. So this is basically, you know, allowing the partnership between the hr, and the more it type task to be able to talk to each other before you've seen a lot of the silos, you know. Hr.

00:16:01.380 --> 00:16:13.579
Becky Whiten: you know, needs to on board someone. And then they have to go email, you know, 4 different teams. And then, you know, somebody might need to get an email account created before they can get their

00:16:13.590 --> 00:16:33.329
Becky Whiten: laptop delivered or their desktop setup, or you know, facilities. And so for so all of these different things that they've had to do as you asked me previously I had to implement this for a very large governance client, and was amazed that they were tracking

00:16:33.440 --> 00:16:42.910
Becky Whiten: in an excel spreadsheet on a sharepoint where they were at in the process for thousands of people.

00:16:42.930 --> 00:17:10.009
Becky Whiten: and it was amazing to be able to implement service now for them, and really reduce down and allow different managers also the access to be able to see where those employees were at in the process

00:17:10.089 --> 00:17:33.559
Becky Whiten: that was for them at the time, at the time. That was the best that they could do at the time to be able to manage it. for that. Many people question question for you, and I want you to respond. And I want Kristen to respond. You think that's because it was driving the digital part of that conversation, and that's all they knew how to do. And now we're in a world where Hr. Is now driving the conversation because there's a platform that they can

00:17:33.940 --> 00:17:35.969
Andy Whiteside: they can consume and understand.

00:17:37.170 --> 00:18:02.170
Becky Whiten: I think, that it's both, I think. Hr. Or Itr kind of works in their own little world. our own big world. And then it kind of has their space. And most of the time they have, you know, ways for their tickets to they get entered or come at them. where, as service now can ingest emails as well. If somebody is used to doing that, we can take it in so many different ways.

00:18:02.300 --> 00:18:11.450
Becky Whiten: as well. But you know now that we have the platform to be able to do it all in an onboarding

00:18:11.580 --> 00:18:30.479
Becky Whiten: request. It kind of handles all those different tasks that are needed, but I do feel like they were really both felt like their tool that they were utilizing was good for them and really did not see where it meshed together.

00:18:30.670 --> 00:18:39.129
Andy Whiteside: Certainly there's software that does this, but maybe it doesn't do it in a way where it all comes together. Is that what is that? What we're moving away from

00:18:40.250 --> 00:19:00.120
Kristin McDonald: the silos? Exactly. We're moving away from silos and the consolidation. And with that consolidation you get the power of being able to share data and records and workflows and and everything across departments and across users. One of the really nice features of Hr. And I know Becky mentioned the security piece.

00:19:00.120 --> 00:19:14.419
Kristin McDonald: but you can share only what you need to share with it. They don't need to see all of the users, you know, personally identifiable information. And any information coming back from their background checks or anything like that.

00:19:14.420 --> 00:19:31.830
Kristin McDonald: The only thing it needs to see is okay. Who's this user? What am I getting them? Where am I sending it? Right? So you can share that piece of data with it, and Hrs can still see all of the things that they need to see in order to perform their function, and we haven't had a platform that can do all of that

00:19:31.830 --> 00:20:01.139
Fred Reynolds: up until now. So yeah, and nothing. I think the Platform is doing to help the employees. Right? You think about the employees side of Hrs. That catalog that you get when you go to service desk is usually been focused on. I need a new laptop. So I need this. Now. You incorporate more of the Hr. Folks. I help or request for services. You may want that services could be something on on a legal side, or something that goes back out to Hr. Those requests can flow that way. And one more thing about Silo just want to make this point. It just hit me kind of see it back in some tops we've done around workplace.

00:20:01.140 --> 00:20:28.940
Fred Reynolds: but you know real estate is always been a separate siloed organization as well, it and Hr. And honestly on board, and you can actually automate all of that with a platform like service. Now, because if you have workplace and you have locations of where they could sit in office spaces, all of that can be automated. So I just want to say, the back to the platform discussion. That's what a platform like service now to do is help those siloed environments and create a workflow that goes across all organizations, and keeps people from understand that no one where to go to the request.

00:20:28.970 --> 00:20:58.080
Becky Whiten: and one more thing too sorry, maybe, but As Kristen was mentioned about the security. So not only for onboarding, but let's say that there's a request about benefits. You could have your team of benefits, and they only receive the cases around the benefits. So when they log in, they don't see all the onboarding pieces or any of the other tasks that are out there. depending upon how you want

00:20:58.080 --> 00:21:09.730
Becky Whiten: which are set up, it can easily set up to where your benefits Coordinator only sees the benefits Port nation, or the benefits queue that or things that are related to them.

00:21:09.890 --> 00:21:22.319
Becky Whiten: So that really helps as well on the security piece. So I think it's a no brainer. The technical benefits of this. Is there a chance to save money to for you? We're breaking down these separate software silos

00:21:22.890 --> 00:21:39.150
Becky Whiten: most definitely. all of the email and all of the time. And when when task gets completed, then the other tasks can kick off, or multiple tasks can happen at the same time. That time is money, and when you're turning or getting

00:21:39.150 --> 00:21:57.080
Becky Whiten: people on boarded quicker, faster, efficiently than that is a savings. And we can do Sla's against those tasks or against the overall request as well, and see how well that you're doing in those areas as well as be able to see if

00:21:57.080 --> 00:22:10.929
Becky Whiten: you know that a lot more people are coming on. Maybe maybe a new representative needs to be added in to help with the workload, so you can help look at that and look to see where your areas are needed.

00:22:11.020 --> 00:22:32.890
Andy Whiteside: So I was, I was gonna move us on to the next section, but, as Becky was saying, started thinking about artificial intelligence. Now that we have all this stuff into a single platform, and the promise for 1020% improvement efficiency is artificial intelligence going forward? I guess at the bottom it actually does say it. AI, how does that change and been a change this scenario and benefit it.

00:22:36.690 --> 00:22:59.589
Becky Whiten: Well, there's a virtual chat as well, and there are also ways that you can ask questions onto the portal as well, and it can recommend different things based upon what? keywords for things that you've asked it, and that is available as well.

00:22:59.590 --> 00:23:23.019
Fred Reynolds: Andy, because you think it a I think there's a couple of ways that people think about it. One way I think about it. The Hr. For a company to utilize AI to understand what questions and concerns employees have. So if you put some of the right, utilize the virtual agent and and getting people to respond or ask questions to it. You could use AI to kind of really understand what are what is on the top of most employees, mind and use AI in that way to help you improve

00:23:23.020 --> 00:23:27.110
Fred Reynolds: employee csat in that area, or employees that sorry?

00:23:27.760 --> 00:23:33.559
Andy Whiteside: I mean, you may not get it right, but your statistics around getting it right? Go up?

00:23:33.590 --> 00:23:34.660
Fred Reynolds: Absolutely.

00:23:34.780 --> 00:23:42.399
Andy Whiteside: Yeah. Okay, all right, Becky. So the next section of this article, this blog is invest in the right technology. What are they trying to cover here?

00:23:44.690 --> 00:23:46.360
Becky Whiten: So

00:23:46.370 --> 00:23:57.919
Becky Whiten: before it's service now, we could easily had, or had a request way to be able to onboard. investing into the Hrsd is truly

00:23:58.290 --> 00:24:06.710
Becky Whiten: better now. because it brings on all of the security all of these different things. It's grown it

00:24:06.710 --> 00:24:31.180
Becky Whiten: it now can do so many more functions than what we used to be able to do just in the regular request. So a lot of these things we tried to help customers. when they first came on to service now, and we utilize the request way to be able to do it, which still could be done, but the Hrsd provide so much more

00:24:31.240 --> 00:24:44.440
Becky Whiten: then you can just get from just a regular workflow. So here I think it is investing, making sure you choose the right technology for your particular company.

00:24:46.430 --> 00:25:08.989
Andy Whiteside: Kristen, what do you think the benefits are? You have all these people using this service now platform and the Hr. Sd. As Becky caught it. Service delivery. And you and Fred have a background where you guys would take the platform and extend it and do things with it. How how much benefit is there? And all these other companies using the platform and adding functionality to it, bringing that back to the community.

00:25:09.330 --> 00:25:32.469
Kristin McDonald: There's so much benefit there. I'm I'm gonna say, a line. I say a lot because it's so true. service now has an army of developers building. On this platform they come out with 2 releases a year. They are constantly building, constantly improving. They're taking feedback from their customers and seeing what their customers and partners are building on top of the platform, and they're incorporating those things into the outbox.

00:25:32.470 --> 00:25:57.470
Kristin McDonald: So you don't have to spend your developer hours maintaining these things or building these custom tool sets. You've got service now, taking on that technical debt so they can actually build those things out for you. They maintain those things for you? So when you're investing in service now, you're not just investing in the features and functionality they have. Now that you're investing in that ongoing maintenance and upkeep and improvement

00:25:57.470 --> 00:26:01.120
Kristin McDonald: that that continual improvement that comes from service now.

00:26:01.430 --> 00:26:26.380
Kristin McDonald: Yeah. And I guess the good thing there, because you're doing on their platform. They can see what you're doing, and then they can take the best of that and put it into the products absolutely. And they also have customer and partner focus groups where they can actually get feedback directly from their customers and partners and ask questions and see exactly how they're using it. So not just look at what's been built. But ask, why was that built? And how is that being built? I'd actually set in on a few of this focus groups.

00:26:26.510 --> 00:26:54.709
Kristin McDonald: and they really want to understand what's being done and why it's being done, so that when they incorporate it into the platform. They're doing it the right way. That's going to benefit the majority of their customers. Yeah, do you think that's one of the reasons why they did all this so in Java? Or do you think that was just the fortunate? A fortunate thing that all kind of worked out? I I think that was a fortunate thing. I think that was a Fred's letting Fred lettuce development platform of choice or language of choice. And it just it's worked out very well for them. Yeah.

00:26:54.710 --> 00:27:01.300
Andy Whiteside: hey, Fred? Humming Fred Reynolds, how many of How many integrations you think you guys did that showed up in the product later?

00:27:02.450 --> 00:27:08.680
Fred Reynolds: Oh, then we had 20 plus integrations, I believe, from what we had done right? I I think my take on this

00:27:08.680 --> 00:27:33.099
Fred Reynolds: right technologies kind of goes on the integration part. So first of all, I think we have a lot to discuss with custom around choosing the right technology where we even present service. Now, for the first time, or looking at it to get something else. You see, a lot of people invested in a particular niche product. Hr. Is one of those. There's lots of products out there. Security is another one that has that. The funny thing about service now is that it can do all of those because of the because of the investments they've made in these areas. Now, Hr.

00:27:33.100 --> 00:27:58.099
Fred Reynolds: in this particulars, I can pick any of them right? There's base things that come out of the box for that. That helps you get 90% there. But again, if they just in pass in service now as a base solution and platform integration with some of those niche solutions, if they don't want to move away them originally, can help them achieve some of the Roi in these areas, too. And that's part of what it's talking to here. Right? Technology really drives that Roi. And it does have some stats in the Andy. Maybe you can hit on that as far as increase Roi

00:27:58.100 --> 00:28:19.110
Fred Reynolds: by using service. Now, because I absolutely, these are stunning, you know, 254% and savings. I believe that when you think about the time people spend with the seed and typing things, regurgitating the same information of a platform that can actually tie things together. That's why I think choosing the right technology helps is that you have to have a vision to start with as you end goal, where you're trying to go. And that's

00:28:19.150 --> 00:28:35.369
Fred Reynolds: definitely clear with digital transformation. Where am I trying to go from? From where I'm starting? And this is a journey we just met with. A customer has over 900 applications, and they're like we need help of sitting out of roadmap. And how to get these down. And what can we move to service now is a platform that helps for that.

00:28:35.490 --> 00:28:55.829
Andy Whiteside: I think there's couple in one the the the platform, the word platform. We should have a drinking game, or put a dollar on a joy every time it just comes up over and over again. And that is the key thing. I think we did a podcast. On that And then the other is, you just said a customer is looking for help with this application portfolio scroll that they have.

00:28:55.830 --> 00:29:07.789
Andy Whiteside: And what I love about the service now, side of the business for us is we're not trying to convince people that this technology is going to make their life better. They already see it. They just want to help getting it done.

00:29:09.030 --> 00:29:15.019
Andy Whiteside: Hi, Final topic here. Becky, create a single view. What are they trying to say here?

00:29:15.250 --> 00:29:44.070
Becky Whiten: So this is really talking about more of a dashboard being able to see where everything is at, how many records are out there for Hr. you know, as a manager or as an Hr representative. How many tickets do I have where my sla is at, or something fix into you know, run out of time onto it. So what do I need to work on next? I really get that single view to be able to see it. And you would be surprised at

00:29:44.190 --> 00:29:54.000
Becky Whiten: how many people have said, oh, well, we emailed, or we sent this over to it or to wherever and it's just in the black hole.

00:29:54.030 --> 00:29:55.629
Becky Whiten: We have no

00:29:55.690 --> 00:30:14.679
Becky Whiten: idea where it's at, how many tickets are out there, how long it's been other than you know, we sent it whatever day and so forth. But that is what we're really getting away from. We are really trying to show them one view, be able to look at it and see where things are at. You can see where the tickets, at

00:30:14.850 --> 00:30:37.800
Becky Whiten: how many more tests that it might have, how many more days. you know, estimation onto that particular request as well as the end user can see as well. So it really does help give that single pain view of overall. Not just one ticket, but all of my work, that I might have

00:30:37.910 --> 00:30:45.140
Kristin McDonald: Kristen. What's the most random combination of things you've ever seen on a dashboard in the service now world. Oh, my goodness!

00:30:46.790 --> 00:31:18.549
Kristin McDonald: Oh, gosh! We! It has to be that one that we built for the customers over at a Via We had oh, gosh! I think, 6 different tabs on that dashboard. Several different views we were combining, information from several different back end systems, pulling it in through integrations, displaying it on the portal. It was, oh, gosh! Everything from like call performance to gosh! I can never remember, but we we had all sorts of dashboards going on for the customers, and they were filterable, and and

00:31:18.550 --> 00:31:25.450
Kristin McDonald: you can filter by date and slice and dice and click through to get to the details. It was it was quite a dashboard. Yes, yeah.

00:31:25.770 --> 00:31:55.020
Andy Whiteside: Is it fair to say some of those were it items, and some of them were in user items. Oh, absolutely yes. So that one particular one was very customer-facing. But of course it was a technology company. So most of the views were pretty technical. But there were also some high level views as well, and even some that incorporated user billing data so that they could reconcile their their bills and things like that. So yeah, that particular dashboard is Chris, Tom. But it was very advanced. I mean, we had it for several years, but it actually had.

00:31:55.020 --> 00:32:18.839
Fred Reynolds: you know, robotics behind it. for a calculating user experience so very new to that time, so we had a lot of that as well. ticket counts. I mean, there's a portion of manage services they can understand tickets and and pie, charts and everything with it. The good thing about it. What? And even in this Hr space, right? You deliver, you're delivering a click down view top level as to where you are, and you keep clicking down and clicking on and clicking now to the data you want.

00:32:18.840 --> 00:32:30.669
Fred Reynolds: because we have such outside information for monitoring devices, all that. It was very complicated. It was very large, I mean terabytes, terabytes of data. We use to create those dashboards, and on the fly. So

00:32:31.230 --> 00:32:34.830
Fred Reynolds: oh, you got the data, you might as well use it right?

00:32:35.220 --> 00:32:41.470
Andy Whiteside: Alright, guys. Becky, one, take away from this podcast, reviewing this blog that you think someone should have

00:32:43.730 --> 00:32:46.660
Becky Whiten: Hrsd in service. Now.

00:32:46.730 --> 00:33:00.839
Kristin McDonald: I don't think it will disappoint Kristen you. Yeah, I I would just reiterate that end user experience. You only get one choice or one chance at a first impression. That's good.

00:33:01.160 --> 00:33:13.699
Fred Reynolds: good one. Take away. So one take away from me as I think that as as companies leading their companies to think about the employee experience, and with the dashboards that are not being created an employee center, they can really create a one-stop shop

00:33:13.700 --> 00:33:31.889
Fred Reynolds: where it could service their employees and their customers, and one system that ties it all together. So to me it's back to your platform. So everybody take a drink. I mean, this is a unifying platform to break down those silos, and I think the more and more people branch out between just us as a ticket. This system we just use that security of just Hr.

00:33:32.100 --> 00:33:34.690
Fred Reynolds: put 2 things together. You you explain your

00:33:34.900 --> 00:33:38.880
Fred Reynolds: your you know your value of it. What kind of platform is it?

00:33:39.430 --> 00:33:50.219
Andy Whiteside: It's a unifying platform, you know. My, take away this from this. Podcast what's that for all 4 of us don't put a G on the end of any ing words.

00:33:50.870 --> 00:34:02.820
Kristin McDonald: I thought I didn't have something funny. Guys. Thanks for the time, and we'll do it again next week and keep bringing this these good topics to talk about awesome.