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

Welcome, and thank you for joining us for today's event. Before we get started, we have a few housekeeping tips that will help make your experience more enjoyable. First, today's session is being recorded, and you are currently in a listen-only mode. [operator instructions] At the end of today's session, there will be a question-and-answer period. [operator instructions] Finally, thanks again for joining us. We hope you enjoy today's webinar. Now let's get started.

All right. Good morning, good afternoon, good evening from wherever in the world you're joining us from. I am Phillip Godwin, and I'm going to be your host for today. I am the Technology Services Solutions Director in ServiceNow Industry Solutions organization. And in my role, I need to understand your requirements and represent those back to our sales organizations and our product organization and to make sure they're considering you as they're developing product and as the they get to speak your language, as they're selling. My background before ServiceNow, I was in the managed services industry for -- in various capacities for about 25 years. So I hope that puts me in a good position to represent you well within ServiceNow. Joining me today is David Post. David is from Core BTS, one of ServiceNow's customers. David, would you like to introduce yourself?

Well, thanks, Phil. Hi. Good morning, everyone or evening, afternoon. David Post here. I'm part of Core BTS. I'm our ServiceNow Technical Architect on staff. My focus here with Core BTS is to ensure that as a company, we're getting the most out of ServiceNow's product to leverage a lot of the noted cranes that can really fill out the platform and let it work for us. I have a background in everything from network engineering and security to application development and services space, as I said for many years. Worked in finance, health care and also in the consulting industry, serving some global clients that are major customers of ServiceNow. I've come back to the managed services space because I really wanted to be able to serve clients more directly and help our company do what it does best. And a lot of that gets funneled through ServiceNow. Back to you, Phil.

Thanks, David. Okay. We've got a pretty simple agenda today. We're going to start out with a poll question. We want to take advantage of this opportunity to better understand you. So we're going to ask you a few questions to make sure we see where you're coming from. Then I'm going to talk to you for a while about how we believe ServiceNow can help you differentiate how ServiceNow can make you stand out in what is a crowded market. And we'll do another poll question. And then David will talk to us about how Core BTS is using ServiceNow to improve their customers' experience. And then we'll do Q&A. And as the housekeeping tip video said, please use the Q&A window, enter your questions during the call while we're presenting, and we will hopefully have some time at the end to answer those. We have a colleague, Ryan Palomar, our industry Architect, who may be answering some of the questions directly to you during the call, and then we'll try to answer some wide at the end. All right. Let's get into it. So we'll start with first ball question, what tool do you use for your customer service management today? ServiceNow CSM, ServiceNow ITSM, Salesforce, Zendesk, Pega or other. And if you use more than 1, then choose whichever one is revolt. We're going to give it a few minutes here while people put their answers in. David, how many of these do you have experiencing?

Well, so I worked mostly in ServiceNow. It's where I've been for the last several years. I worked with a few platforms that aren't listed here. But as far as a customer-focused one, Salesforce and ServiceNow have been 2 of the leaders that I have experience in. And they both have a different twist on how they accomplish everything having been in both in more of a technical role. There's just personal experience, I've actually found a greater level of satisfaction through -- I don't want to get too preachy off the start, but a lot of the automation that we deliver through the ServiceNow platform. As you get into a lot of the reporting that we do out of the CSM module customer service management, I find that, that helps us sell more robust stories about what our clients are experiencing and how we're serving them. Salesforce also does other things.

Our response to the slowdown here. Let's take a look at the results. ServiceNow, ITSM, clear winners. So that gives us a good perspective on where you're coming from. It actually helps me better understand [indiscernible] expected. So thank you for your responses. All right. Let's get into it. Two big challenges that I think most MSPs face. One, competitive differentiation in going out and getting new business and then client retention. Are you able to retain the clients you have today. So how do you differentiate? How do you stand out in a market where a lot of the providers are aligned means services are alike? The questions and complaints in the speech bubble here are include things that pretty much, I think every MSP has heard it some point in their history. I mean why did you not already know about this problem? Why do you ask me the same question every time I call. I've been a customer for 3 years why do I have to go through so many options and talk to so many people before I finally get to the person who can actually help me do something about my issue. These are all, in my mind, indicative of a poor customer experience. I believe the way that you differentiate and you stand out from your competitors is to focus on providing an exceptional experience for your customers. A few quotes to consider, the last best experience that anyone has anywhere becomes the minimum expectation for the experience that they want everywhere. And that's a mouthful. I had to think about that in a few minutes, but essentially, what is saying is each time a customer has an excellent customer experience, the bar is raised, they expect more. You put that together with the second one, business-to-business companies have an average customer experience score of less than 50%, far lower than business to consumer companies. So many of your business company customer's expectations are being set in their consumer lines. And they have that excellent customer experience in their consumer life they're expecting that in their business life as well. And you need to be prepared to meet those expectations. And then lastly, 95% of MSP customers have switched MSPs when I'm happy with the service they receive and only 5% switched on price. So I think your customer experiences will truly determine how competitive you are. So we're going to talk about 3 things that you need to consider to provide a customer experience that's going to help you stand out, be customer-focused, be proactive and be innovative. And ServiceNow can help you be successful in each one of these, and we're going to talk about each one. First, be customer focused. How do you, as an MSP do that? First, you got to simplify your service. Now I say you treat the consumers of your service as customers instead of users. But what does this mean? How easy is it for your business customers to get the support from where they need it, when they -- do you proactively notify them if there's an issue that might impact their service? Do you keep them notified of progress through the resolution of the order fulfillment process. It's really about relationship versus treating it as an IT transaction. And then second, streamlining your service. How many steps do your customers have to go through to get to the person who can address their problem or fulfill their request. Do they have to leave the systems where they work every day to access your services or to get status update on their incident request? Are your service and support and operations team all kept informed of customer detail in progress throughout the resolution process. I'm going to talk for a few minutes about how ServiceNow can help with this. But before I move on, let me step back a minute and make sure that you understand what you're seeing on these slides. On many of the solutions side, you're going to see a list of features and business outcomes on the left and then ServiceNow screen grab that illustrates the solution on the right. And then underneath that, a listing of some of the products and capabilities that enable that solution to get an idea of what underpins the solution. Last year, ServiceNow introduced a product we call Technology Provider Service Management, TPSM. And TPSM is built with a service provider in mind. And our road map for the product is really based on your industry requirements, and you're going to see some of that today. I think customer-focused providers make it easy for their customers to access and use their services, right? And we all know this is table stakes these days. The first step in providing customers with a modern digital experience is to provide compelling and intelligent self-service solutions. And with TPSM, you can do that. You can give customers a richer, more productive self-service experience. And your customer is going to be able to access your services through multiple channels. You can offer an intelligent natural language to virtual agent and the self-service capabilities, they're part of our platform. So kicking off automated workflows from self-service it doesn't involve a lot of extra work and a lot of integration. It's seemless. It's part of the platform. One of the features that doesn't get that visibility is engagement message. Engagement messenger allows you to easily integrate your self-service into your customers' existing portal where that's a requirement. So with a good self-service solution, you not only improve the customers' experience, you also lower your cost to serve, which is definitely a Let's talk about a barrier for good customer experience. Customers want fast response. And many companies have invested heavily, especially during COVID in that upfront engagement layer in an effort to meet that need. And as we just talked about, providing that good upfront experience to see, but you can't ignore what comes next. Resolving customers' issues and fulfilling their request, it usually involves multiple teams, you get customer service and operations and engineering and field service and all these teams may use different tool set, different systems. And a lot of times, they're not well integrated. And the result then is manual effort and off between teams and limited visibility to the customer and to the status of the request. The resolution is slow and efficient and it results in more customer experience is not only for your customers, you get core experiences for your employees as well, which is extremely important in our industry. One particular problem area is integrating between your and your customers' tool and systems. Some providers avoid this problem of integration altogether. They require their customers to submit, manage, requests and problems to a portal. But that's not the digital experience that's going to ultimately delight your customers. The customer has yet another system from another vendor that they've got to use and they're tracking the issue, a request if they were tracking the issue or the request in their own systems, then they've got to continually check and share updates between the vendor system provider system in their system. And that's costly and it [indiscernible] Other providers do integrate to their customers' systems. And in my experience, that upfront integration is very time-consuming and it's costly. It delays your revenue, and it certainly delays your profit with that customer. So what if you could connect your ServiceNow instance with your customers through a quick and easy subscription process and have a connected ecosystem. So you're managing and seeing problems throughout the service life cycle. Well, you can't. You can do that with the service bridge capability that is part of the TPSM product. We developed this capability at the request of one of our large customer. And their view was more and more of their customers were using ServiceNow, and they were spending way too much time and money in integrating their instances together. And they came to us and said, there's got to be an easier way. And we agreed, and we developed a solution for them that eventually became what we have today in service bride. What the service bridge do for you as a provider with Service bridge with some minor configuration work, you can publish a catalog of services that your customers who also have ServiceNow and subscribe to in their instance. What kind of services will maybe a new or update offering that you want to show up in your customer service catalog, maybe the ability for you to send proactive notification from your instance to theirs that they can act upon. Maybe the ability for you to them for them to assign incidents or problems or changes to you in your incident. Once they subscribe, then the work related to that service can pass between the 2 entities. You work in your instance, they work in theirs. A simple example, they submit a request to you from their catalog, that request is sent over service bridge from their instance to your -- they see the status. They see updates. They see the notes that you allow them to see. We certainly want to see all how the sausage is made, but what you allow them to see. And then they can respond and collaborate with the fulfiller from their instance. Think of the possibility that this introduces in automating workflows between your environment and the customers' environment and we'll talk some more about those in a bit. With TPSM and our platform, you can bring your teams and then your service ecosystem together to provide those good customer experiences and scale and do it profitably. Let's take a look at the big picture. You can provide customers with a modern digital experience and then with 1 platform, 1 architecture and 1 data model, you can unite your teams and your systems and your data in the what we call 1 system of action. I know as an MSP, you've got point solutions that you've invested in and invested heavily in some of them. And we're not proposing a rip and replace, right? What we're proposing is that you need an integrated control center that can drive workflow across all those systems and drive automation across all those systems and your team and your customers. And with that unified workflow it brings together customer offerings, catalogs, CMDB processes and then ServiceNow will help you drive that service life cycle automation across all of your teams, customer service, technical support, cloud and IT operations, engineering, field services, everybody has full visibility to the progress of the request and then the handoffs are automated to drive much faster resolution time. Not only can you provide that full visibility to your teams across the service life cycle, but you can also give your customers as service transparency that they demand. With our service aware CMDB, you can quickly correlate how an incident or any other issue impact a customer. so the teams can take immediate action and to notify customers right away, sometimes even before the customer notices. And then when you add in service bridge that we just talked about, the provider can connect seamlessly with their customers and with their partners as well and automate workflows across the ecosystem. So you get that full visibility that we talked about across the service life cycle. The result is, again, much greater automation and efficiency and great customer experiences -- or -- and also employee experience experiences for your partners and again, a lower cost to serve. Okay. Let's talk about the second pillar, be proactive. In order to be proactive, you first need to be aware of who bought what and at what service level. I know you have that at some level you'd have to be in business, right? But what I'm talking about is the ability to systematically access that information in real time. so that you can automatically communicate to the right people and respond to the issues appropriately. We just talked about communication. MSP customers want service transparency and to deliver a good customer experience, you have to keep your customers well informed when there's an issue. And then good customer experiences also require that you're proactive in resolution. So that means detecting issues in real time and then being able to quickly determine and take the correct action. How well defined are your service offering? Do you know what devices and applications, systems, networks and other things in the environment are critical in the health of an offering. Do you know who's impacted when that service is not available. Can you systematically access that data in real time. TPSM provides the ability to define your services offerings and record related customer information as well as to link those offerings to the configuration items that affect that service. We call that a service-aware install base. It's core to the ability to proactively respond because it enables you to identify impact in real time when there's an issue. Let's look a little deeper at how that happens. And one of the recent features of PPSM is called proactive service experience workflow, and that's a mouthful. The magic of this capability is that it brings customer service and the operations used together when an events detected impacting one or more configuration items in the CMDB, CPSM can automatically open a major incident and then use the service installed base to identify all the impacted customers and then automatically open cases for each one of those customers, saving your teams the effort. That can then trigger notification to the account teams to the customer contact anybody that's required. You can also preconfigure an escalation decision table so that when certain events happen or thresholds are met, then there's automatic escalation. And then once the incidents resolved, if it's configured, if you want this to happen, you won't in all cases, TPSM can auto close all the individual customer cases that were opened. I think the benefits of the solution are pretty clear. Huge time and cost savings for your service and your operations team and a greatly improved customer experience. All right. Last pillar, and you're done with me, innovation. During my time in the industry, I have to say lack of innovation is one of the most consistent customer complaint that I've heard, especially as you get to the last few years of that contract, right? How do you meet year-over-year price reduction commitment, increase efficiency as required and deliver innovation for your customer all at the same time and still make money. Well, a couple of things, you need to decrease your time to market. That's kind of obvious. You've got a relatively short time before other providers copy your services, mimic your great idea. Definitely has happened to me in my career. But you have to get new services out the door more quickly, and you have to simplify that own bolting process. And we know finding a way to innovate in this market is really difficult. And we believe that the service bridge capability that we've been talking about really provides new opportunity for innovation. And as you extend workflow into your customer and your partner environment. First, launching decreasing time to market, a big challenge for service providers during this time with services and service ecosystems in our multisource, multi-cloud world can be very complex. It involves a lot of vendors, a lot of sometimes manual effort to get things between systems. It can be slow, it can be expensive and it can be air-prone, one of the TPSM capabilities we haven't talked about yet is an add-on to TPSM are order management for technology providers. The order management solution adds a catalog data mode that allows an offering to be easily defined and built based on its component. You can define and then bundle an order from a customer that can be broken down then into it component part. And then the order fulfillment for each of those can be orchestrated and automated across all the various support team system as required. But the important part for me is that the components are still being managed as part of the whole. So there's continuing order management visibility and customer communication that can be based on the overall order status. They're not getting piecemeal updates from a different team. And then if there are problems with any of the fulfillment of any of the individual components, we can automatically manage the handling and the communication of that issue. And then as the orders fulfilled and the components automatically get added to the CMDB so they can be monitored and supported in the day-to-day process. That's launching the new got onboarding. We've already talked about the time and cost of integrating with new customers, it take month even with a well-defined integration solution, you're taking at least a month to get that in place. Think about service bridge in this context. It's game changing in that a provider and literally connect service and support experiences with their customers and partners in less than hour. Less than an hour you can begin delivering value to your customer, in less than an hour you can be in a position to begin realizing review that customer. So again, more opportunities to deliver services in innovative ways. And then finally, one final feature, TPSM that will accelerate your ability to deliver innovation to your customers, remote catalog. This again, is delivered using service bridge, but think of it from a perspective of presenting new and updated services to your existing customers in their own service catalog. So they're seeing your services, your offerings in the same catalog that they use for their own internal equipment. Think about the power of being able to present new services to your customers that they can subscribe to immediately. And if there's an update to the service or the update -- EFA goes out to all the subscribed customers, there's no more customer, a customer catalog integration and update. Again, not only you're providing an improved seamless customer experience, but in a way that's going to reduce your cost and increase your revenue. To kind of sum it up, we talked about all of these in one way or another. This solution allows you to grow your business, it allows you to be more profitable. It allows you -- it helps you retain your customers. Increasing time to market, helping you differentiate, automating and optimizing and letting you save money that you can then invest in strategic higher-margin services, we can help you develop those services and present them to your customers and onboard those customers more quickly. And then ultimately, we help you deliver that consumer-like digital experience, which your -- your customers are looking for and is going to delight them so you retain your customers. So that is it for me. Thank you for the time. I think now we're going to move over to the next poll. Of the following, which is your biggest customer experienced challenge, service and support and operations engineering team silos, poor customer communications during a service-impacting event, costly and time-consuming integration with customer tools, systems, lack of automation, multiple internal tools and systems that are poorly or not integrated. The thing about those and pick the one that you think is the biggest challenge for you in customer service. I'll ask you again, what do you think the biggest challenge for you has been and not necessarily Core BTS, but in your career with us now, what have you dealt with us the most?

I think it's wild. I could speak to each of these bullet points for an hour each and how I've seen it and link through enterprises that experience each of these types of issues and how we tackle them with ServiceNow. Probably the most poignant one is the lack of automation. Because a lack of automation, it results in just manual efforts and a lack of consistency through implementation. When we have repeatable processes that we deliver to our end users, whether they're internal or their clients from an external business-to-business type relationship, the lack consistency that can occur when we're doing everything manually. The speed at which we don't deliver those services and the tribal knowledge that has to be developed and maintained in order to accomplish that stuff, whether it's through a knowledge article walking people through it or it's just something that you gained through training or some over-the-shoulder consulting while trying to accomplish it, that lack of automation just drags the entire process down, not only for the internal teams, but for the end users and their experience with it. I think it's something as simple as a password reset. And I'm not talking active directory or your domain services, but companies that host multiple applications that are supposed to be integrated or maybe they're stand-alone passwords, if I need to password reset to my EHR application, then I just sit there waiting for the help desk to figure out who do they talk to, to get that password reset for that disconnected app, and it just drives the experience down. A lot of the automation that we realized through the ServiceNow platform and its service aware status with some of the pieces you spoke to earlier and the ability to just automate that pass reset after validating the user's identity, life changing for everyone involved, more simple to implement and better experience for the end user.

Okay. Thank you. It looks like our responses have slowed down here. Let's see. Well, it looks like everybody agrees with you, lack of automation. And I would say from my experience, that's been a big issue as well. So we're not going to take any more time with this. I want to give David, the rest of the time with and hopefully, we have some time for Q&A. Let me -- David, he's introduced himself, but let me say, I really appreciate him agreeing to speak today and to talk to us about how Core BTS is using ServiceNow to better their customer experience. With that, I'll turn it over to David.

And I did introduce myself earlier, but what I didn't speak to is who we are as Core BTS. Core BTS is a managed services provider and so much more. It's strengthening our name BTS, business, technology solutions. We speak to a bevy of different facets of technology and supporting other companies. We're going to get into that in another slide, but at a high level. Award-winning technology consulting firm. Yes, we focus heavily on the Microsoft services space, both for your on-prem and Azure type solutions. And we are partnered up with Cisco as well as one of their diamond partners, implementing solutions and providing resources for our clients nationwide. We're focused on the North America segments and not have -- have not branched out into Europe or EMEA at the start that's EMEA to Europe at this time. We do want to get into some of those service offerings so you get a better idea of what Core BTS is doing. Do you ever had on-premises applications that leadership is pushed to moving to the cloud, that is a costly process. Not only that, but if your team isn't equipped with the knowledge about what those offerings are, whether it's AWS Azure, Google Cloud, for those who use it it's in more costly and your time to live is longer. That's one of the spaces where Core BTS steps in because we are experts in the Azure space. One of the first companies, if not the first in North America, to receive a series of Azure-type certifications based on implementation and security. So helping your company's move from on-prem type solutions to healthy implementations in the cloud is 1 of our greatest offerings. Looking over at data center and modern networking, that's the other half of our business. Everything from connecting your resources from wherever they are to wherever they need to be, that's the other half from my expert staff. We do serve in the managed services space, and that's a day-to-day piece. But so much of this work is project oriented, whether you have a new site that's spinning up or your infrastructure is out of date, and you need to revise it in order to recognize the benefits of new technology that's available to you and realize some cost savings as well. That's where my infrastructure business unit steps in by helping you to design solutions for your company that makes sense, not only financially, but also from a security and technology perspective and understand how that's going to work. I've got a couple of -- and I shouldn't say this because a few of them might be on the call, but geniuses is in the networking space who far outpaces me from a security perspective even back in my heyday. Third on that list is our modern app and data analytics. So yes, we're helping me with your infrastructure. We're helping you with your Windows and Microsoft based solutions in Azure and on-prem but there's more than that because we also help to develop the applications that your company might need. Oftentimes, the enterprise application may not be the best fit or you have a legacy application that your company hosts and it needs revitalization, needs refreshing and needs to make use of what technology has available to you today. That's where John and our application development business unit step in to help either revitalize and reimagine your applications or to help with the design and creation of those applications that meet your businesses needs. The team is really coming at this from all angles, and they've impressed me during my tenure at Core BTS. Looking down at the second row of the modern workplace. This is something we've all been experiencing for the last couple of years, helping your employees be connected to your business no matter where they happen to be working. I know as we've moved to more of a hybrid type scenario over here, Core BTS with some people in office and others scattered about. My office deserve based predominantly in Pennsylvania and up in Michigan, I'm down here in North Carolina. So I'm not going into the office. But their implementations help me to stay connected with both my team and enterprise as a whole through connected applications, integrations and events. We're not going to get too far off topic, but they've really done a fantastic job of creating this experience where I can work at home and still feel connected to the other people at Core BTS, which is something that's a great challenge for so many of our companies moving into this post-COVID world. Security is something we could speak on for hours at end, and I don't want to bore you because it's something that's so pertinent for everyone. But we do have a team of specialists working in the Microsoft space, the infrastructure space, application development space, all to ensure that whatever we are producing with and for you as a company is done in the to best practices and is a secure implementation that meets all standards. And the last piece is where I probably spend a lot of my time and a lot of what we're all here for today is the managed services. When we get past project-oriented work, there's the maintenance and upkeep of all of our clients' environments. The managed services team and our clients often interact through ServiceNow. And this is where we are beginning to realize so many of the benefits of the platform as we feed those services and responsiveness and proactiveness to our clients on a daily basis. We're going to dig into that some more. When it came to adopting ServiceNow as our platform, we moved from Autotask to ServiceNow back in 2018. And we built a lot of the things that you all answered to in that last survey, a lack of automation, the silos, the lack of interconnectedness across the board, how do we tell our clients a story about what we're doing for them. ServiceNow with some of the licensing that we purchased and some of the things that Phil has already spoken to are helping us to actually realize those wins and to tell the stories to our clients to not only improve their day-to-day experience as they interact with us. But when it comes to quarterly business reviews that we perform with our clients, our CSMs, customer success managers are equipped with the data, the graphs and the information necessary to really tell that story in a way that's digestible for the administration on the other end of the call. That first piece, time tracking, something I'm sure all of you had issues with at some point or another. As a managed services provider, we want to understand how much time on a week-to-week and quarter-to-quarter basis goes into maintaining 1 of our clients' environments. Not only is it helpful for the clients to understand how many hours of effort went into supporting them over the course of the year. But when it comes time to renewing contracts with our clients, it's important for leadership to understand how much labor went into that contract so that we can keep those contracts healthy. We do want to maintain a profitable stance with everything we're doing for a business. So as long as we are committing an appropriate amount of hours to a client, then we're in fantastic shape. When we recognize that we've brought outside of that, and we're now suddenly incurring far too many hours of efforts, that kind of data wasn't available to us prior to some of these time tracking integrations that we recognized through both the case records, which is an evolution of incidents for those of you who work in the ITSM space, case kind of evolves the incident record and allows integrations with both the customer accounts and the types of contracts and the entitlements that will go into making that work for your clients so that you can build all back to the right space and reports leadership about what's happening. The second one, proactive response. I shout out to Thomas Dar over at Core BTS for everything he's done for this. When we're monitoring our client environments, it's an absolute must. You need to be monitoring the critical and important resources in the environment you maintain. It's ineffective for us to go in perhaps get an e-mail and then have an engineer log a case for clients, bring some data over what have you, wildly inefficient, and we lose time and effectiveness across the board. Thanks to our integration with our monitoring platform and Tom Stars efforts when events occur in our clients' environments, they're evaluated for criticality and we're automatically seen to my solutions already. I'm going to -- sorry, I get so excited about some of this stuff. The third business challenge is onboarding. It's actually realized from when the client signs the contract and says, yes, let's do business, to the time when we actually get to start supporting them as a customer. That gap right there is lost revenue. And if it's too long, that can lead to frustrations for the clients. Lastly, on the stage, case escalation. It's tribal knowledge and training that gets us escalating cases to the right teams when the service desk or that Tier 1 support can't resolve things. What happens there when it's tribal knowledge is, does it get escalated to the long team? Do we include the wrong notes and wrong categorization? Do we miss out on data that is helpful for us to resolve things to the end user? And already spoken to some of it, so let's dive into the -- what we're doing from a technology perspective and then how we actually realize the results of this things to ServiceNow and some integrations. On this page, I want to draw your attention to the 2 gray boxes over on the left-hand side. These are some of the external integrations we've tied with ServiceNow to realize success. Now the top 1 is our call system, if any of your companies run a call center to receive those client phone calls, this is what we're doing here. What we found, and I'm willfully getting ahead of myself here is that because our call system is able to identify not only the company that is calling in, but the user who's calling in, we're finding success because no longer does someone call it and the call center is Olivia to who's on the other end of the line. I already know it's Amanda Rosso from company ABC. And I can say good afternoon, Amanda, because her phone number matched up with our call system, improving the customer experience, no longer just a stranger to the company that's providing her IT support. Logic monitor is the bottom left gray box. That's what's feeding our events into the event management system and helping us to get ahead of client events. Through the middle of that, you do see that yellow box service bridge within Asterix, we have leveraged a level of integration from our environment to our clients. And everything that Phil has spoken to you before, we're feeling already. The ability for our engineers to consistently work in our instance, while feeding that data off to our clients instances. So their administration is able to see what's going on, what is Core BTS doing about this because they always just reference their own incidents, their requests. While our team continues to work in the same space, and we're not having to log into multiple portals in order to provide work for our end users. Not only that, but the end users over the companies. They get to submit their requests through their portal and our engineers receive all of that data without doing anything. It's a better time to realize and the licensing them for our clients who no longer are licensing our engineers to be working in their environment. It's been a win-win across the board. So let's focus in on the blue section because that's what we're doing today while the green sections are everything we're growing to in the near future. Customer service management, and you see that we have agents in service bridge, logic monitor feeding data into the platform. and we get this through the service portal, where our end users are able to log in, log incidents and then submit requests. Chat, phone and e-mail are all avenues through which they're submitting data. A lot of the facets in ServiceNow that we've found to be highly successful already, RMB case and change pieces. Problems effective, especially for when we get recurring cases about the same incident, often fed through our monitoring integration. But we have the backbone of ServiceNow supporting the record producing and the maintenance for our clients, understanding what needs to be done, when it's done and providing change management for them. There are 3 little green boxes in there, and I'm not going to speak to the technology so much, but I want to speak to how virtual agents automatic work assignments and skills management all play in, we're going to circle back on that in one of the last slides. On the right-hand side, we do see strategic portfolio management. This is all about delivering the kind of data to the client administrators, the customer admins that lets them see what's going on with their accounts. We performed so much work on a week-to-week basis for our accounts. And it's important for them to be able to log in and see where are we, not only for them but for our customer service managers, they want to know where their accounts are when they go to book meetings and follow-up with their clients how healthy is this contract? What have we done for them recently? So that they can, at a glance, speak to whatever is happening from that account at any given time. Keep your customer service managers in the light, never let me blindsided by something that's happening. Integrations with field services management, we have teams deployed at some of our larger clients, which I didn't speak to our verticals, and I'll have to circle back to that after this slide. We have engineers deployed at some of our larger clients to better effectively field service agents. The integrations with work orders for field service management and the ability to integrate those team members and with ongoing projects and maintenance for the environment is crucial. So that it's not just an in-house silo, but you're actually tying in the customer service managers, the project team members, the field service team and the team that's doing the day-to-day work that needs to be aware of what's changing and going on in the environment, all on the same page. And if you're not familiar with IT operations management and the CMDB, it's my passion. So we could dive in on that later on, but a service aware, CMDB helps make all of this fly. And that is actually in my last slide, so we're going to come back to that because seem is life. So here's how we saw some of our problems because we did actually find a series of improvements by moving them to ServiceNow with customer service management. I'll by feeding the time works on the appropriate records, case change problems, tasks, all feeding to time guards to time sheets and into our time tracking application, which is a third-party solution. But that's an integration that we built up. By feeding all of this in from the actual time works on records into that, we no longer had to think how much time is being worked for accounts, how many cases, how many tickets did we work for an account. Already solved. Our e-bonding solution, we had engineers working in other clients ServiceNow environments prior to our e-bonding solution. By taking our engineers out of their environments and allowing them to work cases in our environments, we no longer lost that incidence record counts. We no longer lost the time works because it's again being recorded in our platform. And through that, we are able to build the metrics, not necessary, so we can understand where accounts are and whether they're healthy or not. I think all of that's representative on the right-hand side as well. the accuracy of time. Our clients are no longer left guessing -- do they really spend this much time working on things for us. We can actually recognize how much utilization our engineers have for its any given account or throughout the week and we're working in the same space, get rid of that swivel-chair activity. The productive incident response, this was so much out of our logic monitor integration by feeding of events in real time and understanding what's happening with our clients' environments by automatically creating cases, suggesting appropriate responses to events based on keywords and knowledge articles, and getting our engineers in front of whatever is happening. Now there's a piece of this that is part of the storytelling that we do for our clients and our customer service managers that I will get to again but it's about understanding the relationship between any given configuration item, this particular server and the overarching application service or business service that it supports. So if I have a web server that is part of my application and it goes down or it has an event where the web service stops running. Then I know that it's impacting this application service and my CSM doesn't have to know the technical background of it, but they're able to say that you had 26 events on a server that impacted the service over the last quarter. And our average response time to those incidents was less than 5 minutes to remediating the ongoing issue and getting our service back up and running. That's the kind of stuff that we've begun to realize through proactive incident response on integrating monitoring systems with ServiceNow's CSM functionality. On the right-hand side, you see the no misses because if we're monitoring the systems, we don't have to monitor our own e-mail inboxes. We don't have to monitor the logs themselves. We ship the right data over into the case. So our engineer sees what's happening for whom what the event was and the logs that go with it so that they can treat what's going on right then and there. Onboarding is always a problem because there's so much you don't know. You can't know what you don't know. By creating a series of service offerings in the catalog and buzzling them as an order guide, we're able to work with the clients through the data collection in a single stage where they feed us all of that data and then that can feed the events and activities that need to go into coalescing that data into the actual service readiness of the states. Whether it's defining a handful of offerings or services or servers that need to be monitored to defining the entitlements that the client has and identifying the administrators for the client's account. We're able to do all of that through a single portal interaction that while it can be self-date, there's nothing quite like the human touch. And we can step them through in order to collect that data and then that allows us to realize a time to live much more quickly than without the automation that's baked into that. And that allows a little point, reducing the manpower involved in onboarding I've already spoken to the consistency and accuracy that we realized through automation. This is the piece that I've fallen in love with because by having the same sets of data going to the right teams and assigning to the right people at the right times allow us to see success much more quickly. And this last piece on the slide is all about advanced work assignment. When you get an incidence in and the service desk can't handle it appropriate categorization helps us to understand what kind of an issue this is. If you can link it to an application service even better. By understanding what kind of a case it is, the ServiceNow system can say, okay, for these types of cases, it goes to this team. And there are a couple of different ways you can handle skills within a team. But if you are assigning skills individually, then I can say, not only does this ticket need to go to this team, but these 2 people are on the seam are my aces when it comes to that scale. And the system is aware of how many cases are assigned to that user at this moment. So I can handle 5 cases, but I've only got 3 right now. and I have the right skill, have on the team. The system can automatically take that case and we can let the ServiceDesk individual escalate that case through UI action directly up to my team and the system will assign it to me when they say, "I can't solve this, hands off everything and it's in the right hands right away. Less time lost through escalations, less ticket reroutes and you're getting it into the right person's hands at the right time. So that all leads to greater customer success and as that higher level engineer, I'm able to provide feedback to the other team members about what I did to complete this as part of a -- there's a model we're not going to talk about today about, as part of the coaching module that helps our team members to understand what they didn't know about the solution beforehand and can feed both training opportunities and knowledge articles to grow us as a team and reinvest in our team members. But it wasn't all hunky dory from day 1 and there are a lot of things that we have recognized that we needed to be in front of, and they would have provided more success earlier on. There's something that we call -- ServiceNow refers to as case types in the case module to the customer service module. Case types are able to have their own workflows, SLAs, procedures, templated values across the board because not everything is a -- not everything is broken, I need help. Some of the cases we get in are actually requests for consultant services. Some of them are quarterly business reviews, where we have to allocate time to collect data and put together the story for the QBR. Not everything should work the same and it did for so long. So case types help us to allocate work to the appropriate teams to make sure that our metrics reflected appropriately, and we don't have things like a recurring health check on a system count towards efforts spent One of the great pieces about that were the individual SLAs for each of the different case types. The second thing was a weak CMDB. Not having an inventory of the assets in our clients' environment linked to the services they support kept us from telling great stories about our clients' environments. One of the biggest pieces was understanding what does the server do for our clients. It's not enough to just say that this server had an event 26x last quarter. We want to say, what did it impact? And understanding what it impacted helps us understand how critical it is for the clients. And the last piece because it's so much front-end development building out your mobile and portal environment is key to that great customer experience, landing on a drab portal page, not being able to navigate clearly or find the data you want right away, whether it's on your phone, through the app or on a web page it's less than the throw them. And we really want to wow our clients and make them feel like they are the right place to get set right now and that they can find it with ease. So really pouring in efforts to the portal and the mobile environment was key. That's us. I think -- yes, right at 27 minutes, not too bad.

Good job, David. Thank you very much we're kind of positioned, but I'm going to ask one of the questions live. And I think I'll go to this one. What about the journey? Where do I start? Do you have any recommendations based on when you're experiencing?

I saw that one. Where do I start? And I like this question. you start with goalposts, I think in terms of football. It's a series of first tons that gets you into the end zone. And you don't want your first like you don't need to go from the 25-yard line to the end zone in that first shot, but you want to understand where you're going and what those end solutions look like. So whether you're talking to a certified technology architect or you're talking to your customer representative from ServiceNow about what SERs now can do and talking out what the company's needs are they can help shape what it takes to get you from where you're starting to where you want to be so that you as a company can take off small chunks because you're not going to boil the ocean in one go. So understanding through conversations with your client rep or technology certified technology architect can help you understand what it's going to look like in the end, and you can build the road map to take pieces deploy ITSM, deploy CSM, build your service catalog, set up service bridge, begin to realize automation through ITOM, build out that CMDB make it holistic, set up automated work assignments set up more integration so that you can deliver messaging and information to everyone at the right time. And then finally, you get to that automated solution where everyone has what they need all the time. So yes, where do you start? By understanding where we want to wind up and taking it bit by bit.

All right. Thank you, David, again, for your answer and for the time you've taken a spin with us today. I think with that, I'm going to wrap it up. I appreciate all of the audience for attending and for taking it out with us. A couple of things, you'll get these slides. We'll put out a recording of the of the webinar. You can go to this URL, if you want to look at this webinar others on demand to get information. And lastly, a plug for knowledge. Knowledge is coming up May 14 through 18 in Las Vegas. And when you get the slides, you could click on the button there and get more info about registering if you're interested in speaking you can express that interest as well. So again, thanks to each of you for attending, and I hope you have a great day or a great evening at a.

Thank you all.