ServiceNow, Inc. (NOW) Earnings Call Transcript & Summary

By automating high-volume tickets with Automation Engine, we're excited to have you here today to share the brand-new product, Automation Engine, that was announced in San Diego and the new RPA capabilities. Before we get started, just a quick note. Please don't make any purchase decisions based on any forward-looking statements. My name is Martin Barclay. I'm in the Creator Workflows Product Marketing team specializing in Automation Engine. And Prasad is with me here today, a subject matter expert on the Product Management team on the RPA side at ServiceNow. So we're going to go through a pretty simple agenda today. First, we want to talk about why automation is a business imperative for everyone and every organization. Then, we're going to give you an overview of Automation Engine, which is the new product that we announced in San Diego. We're going to go into some detail about the new RPA capabilities. Then, we're going to really drill into what this means for you as an ITSM customer, with specific use cases and solutions that we have to those use cases that really drive the value of automation. And then we'll end up with a demo of the RPA capability so you can see it in action. So with that, automation is a business imperative for every organization. The reason for that is that it really enables organizations to allocate and focus more and more of their resources on human innovation, which is really required to compete and win in today's environment of constant change and disruption. So it's really about human innovation that drives that agility, the speed, the resilience that's needed to succeed in today's environment. And we see this coming out in multiple different studies from Gartner. This particular 1 from Dane that shows that organizations that automate, that are out-automating their competition are leading their markets. Their market leaders are driving more revenue, more predictable supply chains, more predictable demand from their customers. And so it's really a competitive advantage, and something that is really needed in today's environment. But we also see, more specifically around ITSM, that there's sort of 3 major issues that are more urgent now than ever, especially in the environment of the distributed workforce, the hybrid workplace. There's more and more demand being placed on IT service organizations to, number one, cut costs; number two, really drive productivity and efficiency; and three, really deliver excellent experiences every time to employees, again, that are highly reliant on IT services when they're working from home or wherever they're asked in this new hybrid environment. And so automation is really the way that you can achieve these goals, right? Automation is all about these 3 things: Reducing costs, increasing productivity and really delivering that 24/7 self-service excellent experience every time. So what it does, if you look at some of the use cases, and we'll get into this in a little more detail, but it really transforms IT service performance, right? If you look at some of the top tickets that come in every day in volume and at scale into the help desk. Things like software requests, access to different systems with different roles, things as sort of common and mundane as resetting passwords, troubleshooting incidents based on system loss. Things like this, automating these processes really drives that productivity and those excellent experiences so that the IT teams can focus on higher value work, more strategic work that really drives that innovation. But it's not easy, right? So automating at scale isn't easy. There are a number of reasons for this. First of all, most organizations have a broad range of legacy or even modern systems that were originally built as stand-alone solutions for a particular domain like finance or HR. And so because they were designed that way, they really stand by themselves and the process owners within those domains who will automate it and integrate it within their piece of the problem within their department. So what you're left with now is you have these islands or pockets of automation in the different departments or silos across the enterprise. And so that makes it difficult to really drive cross enterprise process automation and cross enterprise digital workflows. That results in employees having to do a lot of manual work. Replicating things between these different systems, copy-pasting data, swivel chairing between different screens, et cetera. And then the knock-on effect of that in order to try to solve these problems is that we've seen sort of the centralized, specialized centers of excellence, right. Automation centers of excellence, integration centers of excellence. They're specialized, but they're not specializing in ServiceNow workflows that's servicing our teams. And so as a ServiceNow platform owner or a process owner or service delivery owner, you're reliant on these centers of excellence, so you have to essentially get in line and put your requirements into the backlog for your ServiceNow automation needs and that causes delays, slows innovation, not what you want. So this problem is solvable, right, with the right technology. However, a fragmented vendor landscape complicates things and it introduces friction, right? So you're -- you're now having to buy your process automation from vendor 1, your RPA from vendor 2, your integration from vendor 3 and so on, and so it complicates things and really creates friction and blocking across the enterprise when you try to really deliver those end-to-end digital workflows across departments. So that's where the Now platform and automation as we come to, right? We deliver all of the automation capabilities in the single platform for hyperautomation. So it's all been built into the Now platform, and it really drives the ability for organizations to automate its scale and really deliver those end-to-end digital workflows across the organization. So if we kind of now switch gears a little bit and go into a little more detail on Automation Engine, right? So Automation Engine was one of the major innovations that we announced in San Diego. It's basically an evolution of Integration Hub into a broader solution that now adds RPA Hub together with Integration Hub in a new product called Automation Engine. And it's really -- it's purpose built for ServiceNow developers, for ServiceNow use cases, for ServiceNow teams. It's a native experience. It gives you the ability to connect any system to ServiceNow workflows. With Integration Hub, we've always been able to connect modern API-based systems. RPA Hub now gives us the ability to connect any system with the UI. So mainframes, green terminal minicomputers, dot net apps, virtualized apps, all of those systems that were out of reach before can now be integrated and get that valuable data in and out of ServiceNow workflows. And because it's a native experience, it really drives the fastest time to value. So it's your most complete, cost-effective and straightforward solution for your automation and integration needs. So if we take a look at kind of what that means, right, from a system perspective, we're really giving you the ability to now integrate and automate any ServiceNow workflow with all of the systems that you see on the right-hand side. And you'll notice that it's not just kind of the logos that you would expect, things like Active Directory and Jira, but now we've also got the legacy systems at the bottom and documents, right? So we're going to have the ability to -- with AI intelligently extract data that's locked in paper or electronic documents like PDFs and really integrate those into end-to-end workflows, and so that's really what's new. Now I alluded to this earlier, but I just want to reiterate, right? So we've always had the ability with integration of the Connect ServiceNow workflows to Modern Systems, so you see that on the top with the green checkmark. But what we haven't been able to do until Automation Engine in San Diego is bring in the data from those legacy systems, and importantly, automate manual, repetitive actions that are associated with a particular workflow. Things like copy-pasting data from one application to another on a Windows desktop, filling in a web form or literally manually copying data from one system to another. That can now be automated. And so that's where RPA hub comes in, right? So we now have a complete end-to-end automation and integration solution that can really drive much higher value because we now have the modern, the legacy and the manual repetitive UI actions that we can automate and integrate. So if we take a look at what this looks like from an ITSM lens, right? It's really quite simple. So today, a lot of organizations are still fielding these common high-volume, high-cost, productivity-draining tickets manually, right, with people. And so you've got your Level 1 and Level 2 support agents that are manually performing actions in all of these external systems, creating users in active directory, resetting somebody's password, installing software from SCCM, they're copy-pasting data and swivel chairing from multiple systems. What automation engine brings to the table is it completely frees up those employees. Automation Engine, together with Flow Designer, does the work for you. So you are now driving that productivity, you're driving that efficiency because there's no errors. Robots don't make mistakes. And you can really then free up those resources for those strategic projects that drive the CIO's agenda. So you can do this by triggering workflow that has Integration Hub and now RPA Hub actions built into those workflows and flow designer directly from Virtual Agent and Service Catalog. So you've completely bypassed the Help Desk. There's also the scenario where there's some tickets that come in that can be -- they need to be triaged manually by Level 1, Level 2 support people. But then you can trigger automation directly from ServiceNow to then go and complete those tasks. So there's both types of scenarios where it can be completely automated or where automation can help speed things up as part of a human interaction. And so just to reiterate, right. So Automation Engine, as I said before, the most complete, cost-effective and straightforward dilution for ServiceNow integration and automation needs. What that means is that it's going to be the easiest for you and your teams to use because it's built into the Now platform. It's the same experience. It's a familiar, very small learning curve that your teams need to be able to do. It broadens the accessibility to no-code, low-code and pro-code developers. And importantly, it gives you the control, so you now have the ability to drive your own ServiceNow automation agenda and you don't have to rely on those centralized, specialized but not in ServiceNow centers of excellence. We also give you a much lower total cost of ownership. If you -- we've done some internal studies where we use general purpose iPaaS for integration. And we've seen that with Integration Hub, because it's a low-code solution with pre-built spokes and solutions and templates, that it really drives dramatically lower total cost of ownership and not only in terms of build-versus-buy but maintenance and enhancements and upgrades. Our robots are also significantly lower cost than the general purpose vendors. So that's kind of the value proposition for automation engine in a nutshell. I want to go quickly in the Integration Hub. The Integration Hub has been around for about 3 years. It's done extremely well in the market. Our customers love it. They've adopted it very, very significantly, and it continues to drive value. And then I'm going to throw it over to Prasad to get into RPA Hub, which is the new thing. So Integration Hub, right, I talked about those spokes. These are packaged integrations that are good to go, they're plug-and-play. We build them, we maintain them. We certify them for new releases, so all of that work is taken off your plate. We currently have about 175 of them for all the major IT systems at record. Thousands of actions can be automated, and as I said, it's embedded in that same familiar experience. Flow Designer, Virtual Agent Designer can call flows directly and Integration Hub actions directly. And then, of course, you can incorporate those flows into end-to-end process automation and process automation designer. We also shipped flow templates, which are pre-built automations for common use cases and common integration patterns. We have over 100 flow templates now in about 7 or 8 different categories that also really accelerate that time to value. And then lastly, and we'll talk about this after Prasad has covered RPA, but we have out-of-the-box packaged integration solutions for top use cases. Password resets, system access, desktop software requests and Citrix virtual apps and desktops request for provisioning, and session resets. So those are literally good to go out of the box. It's just a configuration exercise with no development needed, massively speeding your time to value. Just wanted to give you a quick picture of the spokes that we talk about, 175. If you look primarily on the left side, but it really kind of crosses the whole -- the whole slide, and you can see all of the spokes that we've made available, that we built for ITSM. Okta, Active Directory, 1 Log In, Jira, jamf, on and on, right? And so most of your use cases, you can use these folks to build those automations very quickly and connect them directly to virtually in the Service catalog. So with that, I think it's time for me to hand it over to Prasad who's going to walk you through the new RPA Hub. Prasad?

Thank you, Martin. RPA robots are software programs that mimic human actions on a desktop to automate a business process that can involve highly repetitive tasks. So these robots can interact with any legacy system or customer applications that can be accessed through, for example, web browsers, remote desktops, Windows-based applications, all the way to old legacy applications such as mainframes and many more. So there are 2 ways in which RPA can operate. One is the Unattended Mode where the RPA robot runs autonomously for any process that is completely rule-driven, and these robots can run 24/7 without requiring any human action. For example, think of a simple process where the data needs to be extracted. For example, from an Excel sheet, row by row and then uploaded onto an AR/AP system. So this is a perfect example for how a swivel chair process would look like, and Unattended Robot can perform such a task all day long without getting tired. And the other mode is the Attended Mode, where the robot puts humans in the loop and takes input from them whenever it is needed. And if you look at some of the basic differences, an Unattended Robot can run on any VM or even a bare metal server, whereas the Attended Robot will run on the machine on which the user is working on. An Unattended Robot can be triggered through a schedule or an event, whereas the Attended Robot is normally triggered by a user action. So now that we understand what RPA is, it's time to look at the benefits of RPA. So the primary benefit of RPA is that it is completely agnostic to the business process, and hence, it can work really well with any existing business, IT or support process. So by automating this highly repetitive tasks without any errors, we can get faster turnaround times. And these robots can run 24/7, freeing humans for higher order that they truly aspire for. And the business can also see significant improvement in productivity, security and also can maintain very high quality standards. In fact, the instant for RPA estimates using the RPI technology, it has the potential to deliver an immediate savings of 25% to 40% in labor cost alone. In addition, McKinsey Digital has found that automating business processes with RPA can result in ROI 30% to 200% in this first year. So with that knowledge, let's look at the main components of ServiceNow RPA. So the primary benefit of RPA is that it is agnostic to the business process, and hence, it works really well with any existing business, IT or support process across different industry verticals. So by automating highly repetitive tasks without any others, we can get faster turnaround times. Now, the robot can run 24/7, freeing humans for higher order tasks that they truly aspire for. And the business can see improvement in productivity, security and also, at the same time, maintain very high quality standards. So here on the right, you can see RPA in action. And based on a survey by the Institute for RPA, it has been estimated that RPA technology has the potential to deliver an immediate savings of 25% to 40% in labor costs. In addition, McKinsey Digital has found that automating business processes with RPA can result in an ROI between 30% to 200% in first year alone. So with that knowledge, let's look at the main components in ServiceNow RPA. So the first major component is the RPA Design Studio. This is a low-code IDE where developers can build automations or instruction set for robots simply by dragging and dropping the required components and connecting them together. Once the automation has been built, the developers can test it locally and then publish it on to the ServiceNow instance for further orchestration. The studio that we have has over 1,300 out-of-the-box components to simplify the design of RPA robots. And it also has native computer vision capabilities that offers secure and robust object detection, especially when you have to work with UI elements on Citrix applications. The Desktop-in-Desktop board, which is a very important features, this improves productivity and it also reduces the total cost of ownership, especially for attended automation. And it also supports automation of legacy applications such as mainframes, AS 400, for example, as well as VDI in a Citrix environment. Let's look at the second major component of our ServiceNow RPA. So this is the RPA Hub. RPA Hub, which resides on a ServiceNow instance, is a command and control center for administration of all the different kinds of RPA robots. Using RPA Hub, we can build, administer and monitor the RPA robots. We can start with the bot process. We can build a bot process by configuring, for example, the automation package, configure the credentials at the parameters and also provide the schedule and trigger mechanisms. We will cover what a bot process is in the next slide. On RPA Hub, we can also administer the robots by configuring the machines on which these robots run as per the bot process. And these robots are the third major components that run on Windows machines, whether V or bare metal servers. And we can also monitor the RPA robot activity by looking at the execution details and also get alerts. And, like Martin alluded to in the past, since all of these major elements are part of a single platform, you get complete visibility into the process jobs, utilization and all the queues. And it reduces the technical debt and most of the risk that you have when you use multiple vendors for all of these different elements. So let's cover what RPA bot process is. So the RPA bot process, it's a combination of various configuration items related to standard business process. And it would be helpful to use a small analogy of how a standard business process is defined, and how that translates to our bot process. So on the left, we have a standard operating procedure for any process. This would have a step-by-step set of instructions on how to perform a specific task in a process. And this on bot process would transfer to an automation package, and this automation package is what you build using the RPA Design Studio. And then we have the business application, and these applications are necessary for execution of our business process. For example, you may have Excel, you may have from Chrome browser, you may have a lot of extensions on the browser when you're using the business process. And on the bot process side, you have the RPA Hub, on which you mentioned which application your digital worker has to touch during the execution of the specific automation package. Next, we have the actual staff that work on the standard operating procedure. So they are the employees of the company who work on specific user machines. And on the RPA Hub side, this translates to one or more robots which execute the automation package on specific machines. And then we have the credentials that the staff use to access the machines or the application-specific potentials. And on the RPA hub side, these credentials are configured under the credential set table so the robot can securely and successfully log into those Windows machines and then access the business applications using the credentials that we configure. And then we have the shift times in any standard business process. These are the times when the staff would log on to work on a specific business process. And on the RPA Hub, this information is saved under the Schedules table. And these schedules are passed to the robots and then they are triggered, and then they execute the automation package. And finally, we have the work items. So these are the items that the staff pick and then they apply the standard operating procedure, and the same details are available in Work Queue. And these Work Queues hold the work items on which the robot needs to work on, and then they apply the process that we defined in the automation package. So this is how a standard working day of an employee would translate into various features of RPA Hub. So next, let's look at the RPA Hub components. So while designing the robots on the RPA Design Studio, we can use several RPA Hub components. Let's cover a couple of them on this slide. So the Flow Designer components can be used to invoke any flow or subflow from the Flow Designer. The Credentials component can be used to retrieve or update credentials on the RPA Hub. The shared parameters can be used to retrieve or set global variables on the RPA Hub process. So with that, let's cover the high-level architecture of ServiceNow RPA. So we have the customer environment. This customer environment has 3 different components, either you are running an Unattended Robot or an Attended Robot. So these Unattended Robots are installed on a Windows VM or a bare metal server. The Attended Robots are installed on the same Windows machine the user is working on. And then we have the RPA Design Studio, where the developers can work on a Windows machine to build automations and also publish those automation packages onto the ServiceNow instance. So now, coming to the ServiceNow instance on the right. So this is where you store all the packages that you upload from the Design Studio. So all these packages are stored on the platform and they provide complete source control and then roll back functionalities as well. On the RPA Hub, we can define the robots. We can specify the machines on which these robots have to run. We can build the whole bot process. We can also create cues on which we can add or remove all the different kinds of work items. We can define the schedules as well as the different types of parameters. And then we have the RPA Plugins, so these are the building blocks that you can use to create automation. And the plugin files are actually delivered via a CDN app to all the 3 components on the customer environment. So if we -- so let's look at the RPA Hub Spoke, especially if you have to involve the RPA robots from the Flow Designer. So we can use RPA Hub Spoke. This spoke enables all ServiceNow developers to expand the power and value of ServiceNow workflows with RPA actions and they help you connect to legacy systems, and they help you enhance human work with digital workers all in a single platform. So this RPA Hub Spoke is bundled with RPA Hub, so you don't have to have a separate product to have this feature. So this is a summary of all the core capabilities of ServiceNow RPA. The main advantage that we would like to reinforce is that you have the centralized orchestration, so we leverage a single platform. And another thing is we have more than 1,300 ready-to-use components. These help you reduce the time to build and realize the value for any RPA initiative. And the version that we launched last week at San Diego, so we have complete feature parity with all other pure-play RPA providers. The native computer vision capability helps you securely detect any UI elements. And this feature is very important when you're automating Citrix-based applications. And then we have a lot of connectors. Here, you can see Chrome and I.E. connectors. We have Microsoft Office connectors. Using these connectors, you have an abstraction layer on top of the basic elements, and that would result in faster time to build these robots. And also the robots will be very stable. They won't break because we have the player of extraction. So now that we have covered what ServiceNow RPA is, let's look at the product road map. So last week, we made all these RPA capabilities generally available as part of the San Diego release. So for Tokyo release, we are working on the document processing capability that Martin alluded to in the -- earlier. So using the DocIntel Integration, we can automate any process that involves complex documents, reading and understanding. And we are also working on a recorder that further simplifies the RPA bot designing process. The Web RPA Builder feature allows citizen developers to design robots using a web interface instead of using a Windows-based RPA Design Studio. So with that, I will hand it over back to Martin to cover the ITSM use cases that customers are currently automating.

Thanks, Prasad, that's awesome. Really impressive new capabilities. What I want to do is just quickly walk you through some of the canonical use cases that we see from all of the data across our install base as to the top use cases, the way that you can get to value very, very quickly by automating the highest volume tickets that we see again across our customer base. So the 4 that we're going to talk about are Password Reset, Account Unlocks; Access Management; Software Requests and Citrix Virtual Apps and Desktop Requests. Those are the top -- the most common incidents and requests that we see coming in based on clustering analytics and predictive intelligence data from hundreds of different customers. And so you've got all these requests coming in, right? They drain your productivity, they slow things down. It's not a good employee experience on both ends, whether you're on support or whether you're the requester. So you can completely speed things up, deliver fast 24/7 self-service resolution with these out-of-box solutions. So the first one I want to talk about in some more detail is software request, right? So I need Visio, I need Microsoft project, I need Cantega, like whatever it is, right? These are massively high volume of requests. TD Bank, which is a very, very large financial services organization based out of Toronto, Canada. They have over 100,000 employees. They have about 30 million customers globally. They spoke at getting out of work last October, this super high impact use case that you're looking at here. They consolidated 5 legacy request portals into one on ServiceNow. It was called the Workspace Request Modernization Project and, to quote the project leader, Dave Rottman, one of the big wins was integrating ServiceNow with Active Directory because they were able to do was they were able to automate over 10,000 requests per month for system access and completely take that off the plate of IT support. Not only that, but they accelerated the resolution, right? What used to take days can now be done in seconds, and so they have delighted employees. The second piece of it was integration with Microsoft SCC Average System Center. They were getting 20,000 these requests a month for the software that I talked about, the desktop software. They completely automated that with the integration and are now delivering that software in a matter of minutes instead of up to 2 weeks, so just tremendous benefits here. And these solutions are available out of the box. It's just a configuration. Configure and implement, no development required, no integration required. And we've recently enhanced our client software distribution solution with 2.0, which very critically brings in support for jamf. And now you can automate software -- desktop software request not only on Windows devices, but now in MAC and iOS, and so that's huge. That's available now in the store. We've also modernized the SCCM spoke to bring it into endpoint manager. We've done some technical enhancements, to it to make it more performance. and we've broadened the range of Windows endpoints that we can support. So super high-impact solution that you should definitely look into. The second solution I want to talk about our use case is access management. So TD Bank, right, with Active Directory. Any request to get access to an application normally has to go through Active Directory or Optum. And so we've built this solution with catalog items and flows and subflows that enable you to literally stand this up on your Service Portal and your Virtual Agent in a matter of days and really, again, offload that work to Automation Engine. You can even tie in the solution into higher-level processes like employee onboarding and offboarding. And the last one I want to talk about is just an amazing solution that we've seen now in production at Novant Health. They run a Citrix environment that provides secure access to critical business applications like Epic for patient records. And a very common incident is the Citrix sessions will get stuck or they will hang, and this happens as a result of many different environmental factors. Things like networking issues, VPN issues, forgotten password, 2-factor authentication, et cetera. We've actually built a solution now where we integrated virtual agent with a specific Citrix topic that integrates with the Citrix ITSM connector application. And so you've now got this end-to-end connectivity between virtual agents. You see the topic on your screen, and it's -- with AI, we know what sessions that person has running, and we can give them the option of resetting one session or all of their sessions. And so this is just an incredible productivity gain for the doctors and the health care workers because instead of calling the help desk and waiting for up to 15 minutes on average for the session to be triaged and potentially bringing in both ServiceNow Help Desk or the Citrix admin, these issues can be resolved within 30 seconds. And what that means is that the patient that is waiting for that critical care is now going to get that care in 30 seconds and not 15 minutes. And so it's just a tremendous value, and you can see the volume. They're getting like 100 incidents a day, and they're preventing half of those with the Virtual Agent solution. So think about the productivity that drives for IT support. Prasad is going to take it from here, and I'll just kind of segue in. I talked about access management with Active Directory and Okta with APIs and with spokes from Integration Hub. This is a great example of how RPA Hub extends the value of that same scenario into those systems where APIs aren't available. So Prasad, all yours.

Yes. Thank you, Martin. Let's look at 3 example ITSM use cases for RPA. The first one that we'll cover is the automation of application access management. There are many workers that involve legacy on-prem software that don't have the relevant APIs. Otherwise, we would have used Integration Hub. So take the example of Oracle EBS. Azure, we have a new hire who has joined the Business Operations team that uses Oracle EBS. So the first step in the current process is that the supervisor would file an IT request for the creation of a new user account, and then asking for replication of all the roles from an existing user. After this, the IT admin has to manually check all the assigned roles for an existing user and then apply them one by one to the new users, and this is a very time-consuming process. Using RPA, we can eliminate this third step entirely. And we have the demo that will showcase this in action. The next use case that we will cover is the automation of application performance monitoring and reporting. So this is an example where the users would manually check any specific applications. So for example, take a Fax util. It's a tool that is used to check the status of fax machines, send and receive fax. And normally, the user would not have access to these through APIs, so they'll have to manually look at this interface every 15 minutes. And then if they find that a fax machine is down or some message was not sent or received, for example, then they raised an IT incident. And then the IT staff will run the diagnostics and see if there are any specific issues while they address the incidents. So using RPA, we can completely eliminate step 1 and 2. Here, the application that we use is the RightFax application. This use case is something that one of our partners has already built and they have had tremendous savings, time savings by using this automation. What would happen if you are also able to automate the third step, which is automation of troubleshooting sequences and also some diagnostics? And that is where we go to the next use case. So this is the automation of a rule-based troubleshooting sequences. There are many incidents and there are some categories of IT incidents that have rule-based troubleshooting sequence, and those are very good candidates for using RPA. So take the example of IT support incidents that ServiceNow receives. These are related to platform performance. For example, some instances are not running fast, for example. On the IT incident, you'll also find the list of users who are getting affected and if there are any specific time periods during which other performance issue happens. So when that happens, the performance team from IT, they manually log in to the SN Citrix space over and then they connect to VPN, and then that would allow them to hop on to a customer instance. Only specific users can do that. And then they would have to correlate that with the system logs from the server nodes in the datacenter that are running these instances. And once they correlate, they'll be able to find some specific loss during those -- between those specific time stamps, and then they can follow up with the customer based on these findings or to see if they have done anything different, and that would help the IT identify the root cause. So using RPA, you are able to completely eliminate step 2 and 3. And the applications that are involved here, obviously, Citrix because the application that allows you to connect to VPN, all of that, is behind Citrix. And then we also use some specific Chrome extensions as well as Unix Terminals. Unix Terminal is where you have used a lot of EUI apart from some other common sequences. So all of these are very good use cases for RPA because there is a lot of manual and repetitive tasks that are involved here, and using RPA, this will definitely save a lot of time and effort. I would also like to call out an adjacent product, which is very relevant to the hyper-automation journey for an IT organization. So Automation Discoveries is the product that allows IT leaders to identify opportunities that can be automated by our ServiceNow applications. We have seen Virtual Agent earlier. We have Auto Routing, Agent Assist. So all of these adjacent products -- and then we also have the Documents that is coming in future. So when of all of these products working together, it will accelerate your hyper-automation journey. Using this Automation Discovery product, you can reduce the mean time that it takes to resolve any IT incident. And also remember that this product is available through ITSM Pro. So now that we understand the capabilities of ServiceNow RPA, let's look at RPA in action for the application access management use case that we looked before. [Presentation]

Thanks, Prasad. That was an awesome demo, really great demonstration of the power of RPA and how it can bring new use cases and solve those new use cases, deliver even more value. Just want to do a quick wrap-up on next steps. So number one, right, we talked about 3 or 4 of the most common use cases that we've seen from across our customer base with software requests, access management, et cetera. But we encourage you to use the Automation Discovery to really look at your own data and really identify your top opportunities. It's likely that you'll see some of those same use cases, but you're going to have your own. And they can -- any of those incidents and requests that involve third-party systems, that's where Automation Engine comes in. Second, if you do verify that some of your top opportunities are the ones that we covered, take a look at these packaged integration solutions because it's going to get you to value much, much quicker than any alternative. And third, for your own specific or unique use cases, that's where you can use RPA Hub, the RPA Design Studio, Flow Templates and Spokes and really build a solution for your own particular use cases. And again, it's low-code. It's all on the Now platform. It's a familiar experience, so you can do that much faster and at lower cost without a dependency on an external COE. You can drive your own Automation Engine.

[Operator Instructions] And with that, Prasad, I'll hand the call over to you to respond to any questions we may have.

Yes, sure. Thanks, Robin. Looks like we have a few questions on the Q&A., let me take them one by one. So the first question that we have is, RPA is known for being brittle and breaking when a UI changes. How does RPA Hub address this? Yes. So most of the times this happens because the RPA COE is not aware of the changes that are happening to the business applications. Sometimes when the applications are upgraded, get upgraded, you may see that the existing robots may have some specific elements that may not work with the new changes. So since ServiceNow RPA is deeply integrated with the Now platform, we have complete visibility into all those applications, their versions. So the RPA Hub dashboard will provide you with a way to identify and also those -- and also highlight those change requests that impact the business applications that are being used by the RPA robots. So this allows the RPA COE to assess the impact and update the applications so you would be more proactive instead of being reactive for any of these application changes. So that would help you keep the robots up and running and stable and be proactive. I hope that answers the question. So the next question that we have is, how does the price of automation engine compared to the cost of building and maintaining custom integrations? Yes, this is a very good question on the value model. So we have built a very comprehensive value model to understand the ROI for any automation initiative. In fact, you will be able to access the ROI model on the ServiceNow Value cloud portal. So in addition to savings in cost of building and maintaining the custom integrations, we also looked at a few other value drivers for any automation initiatives, and these include savings in form of the improvements in quality and efficiency and the productivity of the team as well as the improvement in the customer experience. So we quantified all of these, and we have seen a lot of -- I mean, for many of these initiatives, we have seen ROIs that can range anywhere from 50% to 200%, and this also aligns with some of the studies that were done by McKinsey and other institutes for RPA, where they say that the ROE can range anywhere from 20% to 200%. And it all depends on the type of process that you have, but we have seen a lot of improvement. So I recommend that you look at the Value Cloud portal. We have a very comprehensive ROI model that can help you understand exactly the ROI for your specific use case. Okay. And the next question we have is what capabilities does automation engines have for integrating data in documents such as paper forms or PDF? Yes. So in the presentation, we went over this briefly. So we are preparing to launch the Document Intelligence capability very shortly, and you can use this capability to automate many of the workflows that require processing scanned documents, and these scanned documents can come at different levels of complexity. Some of them are structured, some of them are unstructured, some of them are semi-structured. So we have built intelligence on top of OCR, and this requires leveraging a lot of machine learning to understand the objects and their relationships. So this will be launched very shortly. And within RPA hub, we have added that capability to use Flow Designer to send documents to DocIntel. And once the extraction has been made, you can use the extracted output and use that for further downstream processing within RPA. So all of that capability is available on a single platform. So the next question that we have is, we already have an RPA platform and an integration platform, IFAs. Why do I need Automation Engine? So this is a very good question because the main purpose that we -- that we had to deliver that -- is to make sure that the overall hyper-automation experience can be obtained on a single platform at scale and with just one data model, and Automation Engine is purpose-built further. So you can mitigate the complexity and the risk of integrating and operating with different products and vendors because there's a lot of technical debt and risk involved in working with multiple products from different vendors. So if you're using a single platform, your hyper-automation journey will be significantly accelerated, and that's the vision for the Automation Engine. The next question we have is, what Automation Engine sessions will be there in Knowledge '22? We have a lot of sessions planned which are focused on Automation Engine. We have at least 6 of them. One is Demystifying Hyper-automation, What Digital Leaders Need to Know to Get Started. Another session is titled Automate Everything, Lessons from Assurant. We'll go over some specific case studies. The third session is titled No API, No Problem, Connect Legacy Systems to ServiceNow with RPA Hub. Another session titled Transforming to Digital Workers with ServiceNow Intelligent Automation. And this is where we will go over some use cases and case studies from Orange, who is a partner that has built many of these RPA parts. Another session is it Unlock Data Trapped in Documents with Document Intelligence. So we'll go over some specific examples of these documents and how our DocIntel product can be used to extract information from them, and also how that can be used in conjunction with the RPA Hub to improve the straight-through processing first for any automated workflow. And then other slide -- another session is titled You Have Access Automation. This is from Snowflake, so we look at some specific case studies in their environment. The next question is, are there any other endpoint management systems planned for out-of-the-box support in CSD? So CSD 2.0 supports Microsoft Endpoint Configuration Manager and [indiscernible] for both Mac and Windows endpoints. Okay. So with that, I know we are running out of time, so we'll end the session. So thank you very much for attending the webinar and participating in the Q&A. We also have this on-demand, available on-demand. Please check out our on-demand portal that you see on the slide. And for those questions that we could not address now, we'll either come up with a block post or we'll address them on the community channel. And we look forward to seeing you all at the Knowledge '22 conference next month. Thank you.