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

Hello, and welcome, everybody, to today's webinar. We will be looking into some amazing innovations and new capabilities for the ServiceNow telecommunication release. My name is Jurie Roux. I am the Product Marketing Manager for Telecommunications here at ServiceNow, and I am excited and also delighted to be your host today. Welcome to any existing clients. Welcome to new potential clients. Welcome to our partners here at ServiceNow. We have a full-packed agenda that we're looking forward to take you through today. So let's kick it off. And I'm going to struggle with my very big legal word here, but let's see if I can do it in the first go. Our obligatory safe harbor notice or forward-looking statements can be seen here, and we appreciate you adhering to this regarding the content you're about to see today. Let me take this opportunity to introduce our main speaker, and the product expert, Romit Ghose. Romit, can you please give us an intro yourself and your role here at ServiceNow.

Absolutely. Thank you, Jurie. My name is Romit Ghose. I'm Director of Product for our Telecom, Media, Technology and Utilities industries. And in this role, it is our focus on the telecom, media and utilities industries to build out products and features specifically tailored to these industries. I look forward to walking you through what we have upcoming in our new release.

Thank you, Romit. And yes, of course, we are very excited to share with our attendees and customers today the amazing work that you and the wider product team has delivered in the Utah release. So over to our agenda today. Lots of exciting things we want to cover. Just a reminder, there is a Q&A option, a feature. Please take any other questions that you have, please type them out there. We will cover those at the end of the session, and I will remind you later on again, but please go ahead and make use of that capability. Before we dive into the Utah release, for the different capabilities, I thought it would be helpful to take you through an overview of ServiceNow and the telecommunication portfolio that we are offering. But before we do that, let's kick off with a quick poll question. And that should come up on the screen right now. So first poll question we're going to cover for today is, "Which part of the service lifecycle do you think ServiceNow supports?" There's a couple of options that you can pick from: planning and building, scheduling, delivering, supporting, assurance of services. Which one do you think it is? Or is it maybe all of the above? Maybe it's a trick question. And just a reminder as well, there is link to some assets that you can download that you can go and read afterwards and go through. And also a reminder about the survey that you can fill out. So let's give the poll another couple of seconds, and then we will look at the results. Okay. Let me get that up on the screen. Here we go. There's you go, there's the results. No surprise there, I think, from our side. Romit, what do you think?

I agree, and it's heartening to know that our customer base knows and appreciates that we operate in every phase of the operations lifecycle.

Absolutely. Okay. So I'm going to hand it over to you, Romit, if you can please take us through the product portfolio and how we help communication service providers from an end-to-end perspective.

Fantastic. All right. So yes, so all of you did -- most of you did answer the whole question correctly. ServiceNow does have telecommunications-specific offerings in every phase of the operations lifecycle, starting from the plan and build phase, which involves setting up your network inventory, the ability to create complex equipment configuration templates and then use them in design and assigned processes when new orders come in or when you're rolling out a part of the network, let's say, to a new geography or a new line of business. Plan and build sits adjacent to our Field Service Management offering. In order to roll aspects of the network out or in order to provide services, field techs often need to be dispatched to do the job on the ground. And that inextricable linkage exists with Telecom Network Inventory as well as Field Service Management. Order Management. Our Order Management offering, for those of you who are familiar with it, it is a catalog-driven Order Management offering, which enables the creation and management of orders end-to-end, from capture right through the fulfillment. It involves looking up the product catalog as well as the underlying task-based workflow in order to decompose the order and orchestrate it as it goes through its fulfillment journey. Once fulfilled, the details of the service provision are then written into our product inventory table as well as into the CMDB. This now serves as that single source of truth in order to carry out service management activities, or what we also refer to as Day 2-plus operations, which kick in after an order is provisioned. The right-hand side of this arc refers to the Service Management and the Service Operation Management offerings that we have, namely Telecom Service Management as well as Telecom Service Operations Management. With Telecom Service Operations Management, you can listen to your network, connect your network monitoring systems into TSOM and accept alarms and events as they arise in the network. TSOM will then enable you to correlate these events across the board in a cross-domain fashion and identify the primary alerts which are affecting the trouble at hand. From that point, you can crawl your way up to identify what services are affected and also determine the affected customer's list, create the incidents in telecom service management and use it as a centralized cockpit in order to issue troubleshoot. Customers can be kept informed through the same singular workflow in order for them to be proactively updated with any updates regarding the trouble at hand. Change requests can also be similarly handled through the Telecom Service Management workflows. Now keep in mind that one key value differentiator that ServiceNow brings to market is the existence of all of these processes on a singular data model on the Now platform. So key capabilities of tool sets that the Now Platform brings are available across the board. And data is extensible and transparent throughout the processes, regardless of the department within the organization that is using them. Jurie, over to you.

Thank you, Romit, for taking us through a very quick high-level overview of the telco portfolio. And if you think about looking into the future of the 5G stand-alone, which is not so future anymore, we are really now starting to see that coming to real rollouts, which is super exciting. But really important there is the ability to manage that end-to-end service lifecycle in a seamless manner and also very important to do that in an agile manner. Very exciting times. So delivering exceptional customer experience is a key success criteria for any business. And doing so efficiently to reduce cost is also important, especially if you consider the climate that we are in today. Next on our agenda, we have the Telecom Service Management product. Romit, can you please take us through the TSM features in the Utah release and to see how these features further enhance better customer experiences?

Absolutely. So in Telecom Service Management, the first feature that we will talk about today is the 360-degree customer view that we are offering with our Utah release. This view essentially entails understanding a quick bird's-eye view of the business that you're serving. It includes the key contacts associated with an account, it shows you that any cases or any kind of health metrics associated with the services you offer at this account, any SLA achievement or underachievement metrics that may require your attention at any given point in time. Agents and order fulfillers, as an example, customer service agents, network operators can dive into the screen to look up any open tasks and take action on them as well. Any related major incidents in cases or even knowledge articles that are relevant for this account will also show up using the agent assist feature on the right, which provides a contextual search, which is relevant for this specific account. Any further details around the addresses associated with the account or any kind of contact information that we have been updated recently will also bubble up to the top. When answering questions for customers in terms of inquiries or complaints, the customer 360-view serves as that one-stop shop in order to create that experience holistically. Our next feature that we'll talk about today is our enhanced product catalog experience. The product catalog experience as we offer it within ServiceNow is an end-to-end product service as well as resource catalog. The product catalog manager now has been offered their own dedicated workspace, which shows them various product offerings and specifications in various stages of the lifecycle. From there, the product catalog managers can dive into the PSR catalog and view it in a graphical format. There are legends and filters available in order to focus and hone in on specific aspects of the catalog. Relationships between catalog specifications are also clearly outlined in this graphical view. Upon clicking on an individual specification, you will then be transported into those individual specification characteristics, which you can update, and product catalog managers can effect change on an ongoing basis as a result of this. Let's now talk about another key feature using the product catalog, which is around the horizontal catalog -- the horizontal relationships of catalogs. So within a catalog, you will notice that there are the capabilities to show horizontal relationships. And when we say horizontal relationships, we mean the modeling of inclusive as well as exclusive-related item relationships. So often, we will notice that our customers' product catalogs have specifications which are either related to each other, can often be bundled together and are often offered in a tandem fashion with a specification that the customer takes. Now this becomes really key in order to be managed often using APIs, and we have extended support for related item management through APIs in this release. We have also included the ability to bring up related items when creating a new order or even a change in a disconnect order for [indiscernible] use cases and to be able to identify what the related items that may now feature as a result of the change that is being carried out. Agents are now able to review and consciously take a decision on whether to include the related items or not if they are optional to be included. We also now support inflight revisions as far as related items are concerned. If inflight changes were to come in and related items were to be relevant for that context, they would show up as well now for [ new orders ] onwards. Jurie, over to you.

Thank you, Romit, for a great introduction and overview of the TSM Utah features that you guys have delivered or the team has delivered. When customers place orders for new services, they expect a simple and seamless order experience by automating the order management that they can accelerate revenue growth and they can reduce costs at the same time. Next in our agenda, we're going to dive into the Order Management for Telecommunications. Romit, if you can take us through the OMT as part of the Utah release, that would be awesome.

Absolutely. So the Order Management for Telecommunications is seeing a bunch of great enhancements coming in with Utah. The first one being order prioritization and routing. Oftentimes, it is important to prioritize your incoming orders based on some key characteristics or based on some key attributes of the order itself. With Utah, our customers can now use product data, customer data or even the service type that is in question in order to prioritize an order. There are priority tables that can be maintained and adjusted based on individual attributes of either the customer or the financial value of the order or any other kind of order prioritization rules that can be flexibly controlled and set up in order for incoming orders to be prioritized. We also support the revision of these order priorities based on any updates to these characteristics or attributes as the order progresses through its fulfillment journey. Should any errors occur or should there be any kind of updates to any of these attributes, the order priority will update itself. We also have the ability to allocate and assign tasks that are originating from this order based on priority. So you can sequence them based on the incoming priority. APIs as well now support the management of order priority should it be coming in from an external source.

Romit, sorry, just a quick question. The order prioritization feature, is it flexible enough to take any account customer attributes?

Absolutely. So attributes that are associated with the customer, for example. A common use case we run into is if this customer is a platinum customer or a premium customer, let's prioritize their order higher than other customers, as an example. So that attribute in regards to the customer category or the industry the customer is from are great examples that you can use in order to prioritize the incoming order. All right. The next feature we will talk about is the enhanced Service Order Management capabilities. So Service Order Management is a key capability that we have had since the inception of the order management offering for TMT. We have gone ahead now and enhanced our Service Order Management to infuse the TMForum-aligned TMF641 Service Management API with some key capabilities. The key -- the most important aspect is the support of inflight changes on incoming service orders. So if you require to use the TMF641 Open API that we ship with order management, it will now start honoring inflight changes as well. The scope of these inflight changes that can be managed using the TMF641 API is around the ability to revise order line items; the ability to cancel the entire service order, if required; the ability to cancel individual order line items. You could also add a new order line item as an inflight change. And you can also revise the order line item quantity if the inflight change requires that. Now keep in mind, the core rules of inflight change management still apply to these incoming changes, the ability to set up a point of no return in the order management workflow and the need to honor that point of no return is key to using inflight changes, whether it is used via manual updates to the order or using API methods. All right. So the next feature we will talk about is Technical Service Qualification. So technical service qualification is a well-understood construct in the industry. TMF as well supports the definition of an open API when it comes to TSQ, or Technical Service Qualification. It's a TMF645 Open API. Technical Service Qualification serves as a preordering step in order to determine the feasibility or confirm the availability of a service before actually placing the orders so that customer expectations can be managed appropriately. In order management, we have infused the capability of using the TMF645 API in order to receive a CFS-based TSQ request. So what this means is if an external system before placing an order requires to determine whether this service would be available or not, the ServiceNow TMF645 API is able to receive a request for determining the availability on the CFS, or the Customer-Facing Service. Based on the availability of the PSR catalog within ServiceNow, we can then decompose that down to the individual [ idiosyncrasies ] and query the external inventory systems, as the case may be, in order to determine the actual availability of the service. Once that information is received back by the TMF645 as an inbound, we then can send an outbound request from the TMF645 as an update to the invoking external system to determine -- to identify whether or not that system -- that service is available before it can be ordered.

So integration can happen with external inventory systems?

Absolutely. We support that construct of integrating with any, in fact, multiple external inventory systems it provides. All right. The next feature we're going to talk about today is the tremendous enhancement that we've introduced in terms of the order processing performance. So the order creation process, especially when orders are coming in, in a bulk fashion. Let's say there's a new product that has been launched and there's tremendous interest in the market, and there's a whole flurry of new orders that might be received by our order management offering. In order to be able to handle them in an integrated fashion, and this is specifically relevant for scenarios where ServiceNow's Order Management is integrated with, let's say, a third-party CPQ system, which is pushing an order, or a third-party portal, which is accepting the orders and then pushing them to ServiceNow. Regardless of the source, when an API call is made into ServiceNow to push orders into ServiceNow, they can now be pushed in an asynchronous fashion. So there's mode indicator on the API for creation of orders in ServiceNow. And that mode when set to asynchronous ensures that the order creation process does not wait for the entire order to be completely created before the next order in queue can be processed. This is particularly beneficial when multiple orders are coming in, and a staging area is used in order to stage the orders inside of ServiceNow and then initiate the order flow or the creation flow without holding up the incoming API's request. Over to you, Jurie.

Thank you, Romit, for taking us through all the features that we are delivering in the Utah release. And yes, all this can be extremely complex and needs to do -- there's so many touch points in the wider ecosystem for the performance journey, and it's really exciting to see how the automotive workflows and the industry standards help drive that kind of seamless customer experience in the communication industry. It's so critical for next generation. When you think about that customized/personalized services that we are looking forward to, I'm super excited personally just how we are able to personalize that radio interface and how far technology has come from the 1G, 2G, 3G, 4G, and now we're moving into a year where customized is very exciting. And super excited to see what innovations are going to come out of that space in the next couple of years. I've been waiting for this for a long time. So accurate, trusted inventory is such a critical part to automate resource and service lifecycles. Next, we have the Telecom Network Inventory product. And Romit, if you can take us through the features for Utah and TNI, that would be awesome.

Absolutely. So the Telecom Network Inventory offering has been available since our previous releases. We have now enhanced our Telecom Network Inventory data model to expand the scope of the type of CI classes, or resource types, if you will, that can be included within the scope of using TNI. What this means is until such time that we had included these additional classes, the TNI functionalities, whether it's the ability to create new templates, of course, setting up complex equipment or the ability to use those templates in a design and assigned process which enables you to set up the circuit or design the circuit from point A to point B while being able to compute the most optimal path in that circuit. All of these cool new functionalities were available to a fixed set of CI class types, whether it's a telco equipment or the equipment holder, the site, as an example, the network interface, we have now expanded the scope of their usage. So classes that have always existed within the ServiceNow CMDB classes such as IP router and IP switch and other classes that are contained, let's say, within the network gear class in the CMDB are now included within the purview of Telecom Network Inventory. So when it comes to being able to create new templates and use those templates in design and assigned processes, now the scope of equipment and resources that you can use in order to use the -- for these features and functions is now expanded. It's also important to note that we are constantly infusing the Telecom Network Inventory offering with additional APIs. So the ability to be able to populate the CMDB, which is a common question we often get, is something we have our eyes on. And we're making a great deal of investment in that space as well in order to come up with TMF APIs to ingest resource inventory as well as service inventory into the CMDB for it to be then used in -- as Telecom Network Inventory function -- features and functions. Another key aspect that I wanted to point out with Telecom Network Inventory is the linkage of Telecom Network Inventory with change management. So oftentimes when new portions of a network are created or updated or changed using these templates that you create within TNI or using design and assigned capabilities of TNI that directly ties in and utilizes our change management capabilities. So all the traceability and handling of core change management capabilities, which have been best-in-class in ServiceNow for years now are available to the TNI offering as well. So as the changes are occurring, change requests and change management capabilities are triggered at the end of the workflow when the actual change is being carried out on the network. Jurie, over to you.

Yes. So just a quick question on this. So what is -- they have resource data in other external systems.

Yes. So that is the aspect that we have a very keen interest in solving for our customers. There are TMF APIs for ingesting resource inventory. And this data then goes through the CMDBs' IRE capabilities, which is the instance reconciliation capabilities in order to ensure that there are no duplications being created because when we speak of resource records and equipment records coming in from external systems, it's really important to keep that data normalized and it's really important to ensure that the relationships are also being brought in, in order to truly set up the network topology inside of the CMDB. So all the core capabilities of data ingestion when it comes to CMDB are honored when these TMF APIs in order that ingest resource inventory are used. We also have other capabilities such as Service Graph Connectors that are available for purpose-built systems. If there are discovery systems out there, several of them have already built Service Graph Connectors to populate the CMDB and ServiceNow. And others are in progress at this time. Over to you, Jurie. Oh, it's the AT&T announcement, of course. So we are extremely excited to announce a global telco solution offering in close partnership with AT&T in order to help CSPs manage their 5G networks as well as their fiber networks. AT&T has been engaging with us at ServiceNow in a design partnership in order to really put our minds together to bring ServiceNow's best-in-class tools, platform and capabilities in a handshake mode with AT&T's years and years of best-in-class network management experience in order to offer key capabilities within telecom network inventory. So we invite you to come and take a look and a deep dive into Telecom Network Inventory as the product grows from strength to strength and incorporates within it best-in-class capabilities around network management.

Thank you, Romit, for the overview of the TNI product and what we're delivering in the Utah release. We are nearing the end of our webinar. We've covered the products, but we have a couple of things that we still want to go over. Before we close this up and take some questions, integration within the vendor ecosystem can be extremely complex. As we know, with long development, implementation cycles, complex and costly. And the maintenance of these integrations [indiscernible] are also costly to maintain. And we don't need to educate this audience and the Communication Service Providers the amount of integration that they are dealing with [ annually ] in order to make the services work for the end customer. At ServiceNow, we continue to make industry alignment a key pillar of our telecommunications strategy. We are committed to our customers that we are embedding industry standard team to our architecture to further accelerate time to value and reduce integration costs for our customers, along with growing out-of-box integration for BSS and OSS partners. And Romit, we have a question in the chat here, which I thought maybe you could cover that right, yes. For service and order management, is ServiceNow adopting an industry standard with LSO-like MEF standards?

That's a great question. So yes, we are absolutely aligned with MEF standards. In fact, we're 1 of the 6 technology vendors that sits on the Technology Advisory Board of MEF. So what this means is we not only inform new guidelines and standards that MEF is defining, we're also among the early adopters of the guidelines as they come out from MEF. One example in this front that we invite you to go check out on the ServiceNow store website in the Innovation Lab section of the website, you will find a MEF accelerator that we have delivered. This is basically a Sonata API example, where it's called the LSO accelerator, which you can take a look at. Very commonly used between -- in scenarios where wholesalers and retailers are interacting to pass orders between each other. So that's a showcase of the Sonata API that you can take a look at. And as we introduce more capabilities, we have other APIs that we look at as well for MEF that MEF defines.

Okay. And any further questions, please feel free to make use of the Q&A capability. Okay. Next, let's go over and let's do our last poll question for the day. It should come up on the screen right now. And the question is, what capability from ServiceNow telecom products is your favorite? I certainly have my favorite. Just based on my experience working in telecommunication operators and then working on the vendor side, I know the things that I struggled with as an engineer building systems within the operator and as part of a vendor to innovate products. So I certainly have my personal favorite and, of course, in our operations people and so forth. And just another reminder to download those assets, if you like, and also to complete the survey at the end. We will greatly appreciate that. A couple more seconds. And let's see what the result is. Interesting. Okay. What do you think, Romit? Is that a good selection so far?

Well, let's see.

There we go. Okay. So the winner is single platform for end-to-end service delivery. Interesting. So I would respond to that, that yes, because it simplifies a lot of the kind of operational things as a operator, so yes, it's a good one for having #1. Oh, it's actually aligned with alignment with industry standards. Of course, they go hand in hand.

We have a tie.

We have a tie.

But I like the distribution. I mean it's great to see that all of the areas that we're focusing on have a great amount of appeal across our customer base. That's great to know.

Very true. So my favorite is number two, end-to-end service and resource lifecycle management in this being on the operations side and building software that had so many touch points within other systems looking at the vertical to get things moving despite the challenge to manage those lifecycles. That's the one I do like. Okay. So if you wanted to learn more about what was covered today, if you have any more questions or would like to have a conversation or see a demonstration of any of our products, visit our App Store, engage via the telecommunication community, reach out to your local account representative to schedule some time for a discussion or for demonstration, and we will certainly make sure that we get experts like Romit, if need be, to take you through some of the capabilities that we have uncovered today. And of course, there's a lot more that was some already delivered with our products, and there's a lot more coming in the future products. Just a reminder, we are very excited to host our ServiceNow Knowledge Experience for 2023. It will be in Las Vegas from May 14 to 18. Besides the many other sessions across many industries that will be there during the week of May, there is telecom-focused sessions that you can look forward to in these sessions. You will hear first time from our product team the direction and what you can look forward to in our products and where we are heading. We have the very popular Live Labs that you can join to see some of the products in action. We have always amazing customer stories that are presented at these sessions, the challenges that they face and how they come up with solutions and better customer experiences, et cetera. These are really amazing sessions just to hear this first hand from existing customers. And then we have the Expo Zones where we have demos. We will have subject-matter experts in the demo zones that can take you through some of these capabilities. You can have an opportunity to ask questions about our products and how to operate these communication providers across the globe to solve some of the challenges that we are faced today in telecommunication. It's a real buzz. It's an amazing event. If you're interested, you can scan that QR code or download the slides, and there's a link in there for registrations, and we look forward to see you at this event. So this basically concludes our presentation. We're going to jump into a couple of questions that we will cover. And I think we might be able to finish a little bit early today, not running the full hour. So let's go over to Q&A.

Romit, one of the questions that we have here, does Order Management integrate with Telecommunication Network Inventory product?

It absolutely does. So incoming orders that require an update in TNI can definitely flow through. So tasks that are created in -- as part of the order orchestration journey can then be passed over on to TNI for building out, and designing and building out that part of the network has its required for fulfilling that order.

Thank you, Romit. And I'm just going -- the team is -- okay. Can we read this one out? Is Field Service Management a must-use or part of the ServiceNow telecom solution? Can it be used stand-alone with ServiceNow generic solution?

So I think that's a 2-part question. I interpret both the parts as being different. So each solution that you looked at can work independently. They don't require each other to work. Now having said that, because of the common data model associated with all of these offerings, their value is magnified 2x, 3x, 4x as you use many different offerings on the same stack in terms of managing the data model, et cetera. Having said that, Field Service Management can be used either stand-alone, without any of the telco offerings, or it can be used in tandem with the rest of the telco offerings. We also have the possibility of using a Field Service Management of the customer's choice that is not ServiceNow's Field Service Management. So there are various permutations and combinations in which these functionalities can be used.

And maybe just a follow-up question from that. If you have FSM and then you onboard another one of our products in a single platform, what's the benefits to the customer?

Absolutely. So in all likelihood, if you're already running FSM, Field Service Management, you already have the customer base identified, and that becomes a common thread with, let's say, TSM, which is our Service Management offering, or even Order Management for that matter. In addition to the common data model that exists behind the scenes, it also becomes a seamless opportunity to connect Service Management and Order Management to Field Service Management. Orders oftentimes require field techs to be dispatched in order for them to be completed and fulfilled. And there is a seamless journey that an order task takes in order to become a work order and get assigned to either a dispatcher or get assigned to a field technician who can then take it through to completion. Even in the Service Management realm where trouble tickets arise in the network, you can listen into the network by integrating with your network monitoring systems. The alerts can then be converted into incidents. And as the incident is being resolved, they can also give birth to work orders in Field Service Management for technicians to be dispatched to either go diagnose the problem or to actually go fix it. And all of these can be strung together in singular seamless workflows where, in this case, let's say, a field service technician has complete visibility into the network and bring up the CMDB views, can bring up the service map in order to truly see the holistic picture and also take a look at the notes coming in from the network operators, from the customer service agents so that they're all working on a single source of truth without losing information and having [ discovered ] general process across many systems.

I think one of the key benefits from a simplification perspective is that you have a resource that's mapped to the service, that's mapped to the customer who's using that service. So they're all linked together.

100%. Yes.

Another question we have here is, does the network inventory work phase integrate through API to Zenoss and Infoblox tools? So this is a very specific product question.

Yes. So my assumption is you're referring to using the network inventory workspace on top of data that may be brought in from external sources. So as long as the CMDB is populated with the resource data, the network inventory workspace will be able to leverage it, utilize it, show it in the various reports, dashboards, processes, as the case may be. We do not require only certain systems to be available as sources of network inventory could come from anywhere as long as it adheres to the data model that the CMDB prescribes to, which is the CI class methodology of receiving the resource information and creating relationships among them.

So we have a Service Graph Connector next question here, Romit, and maybe give an update on the service graph. If you do not have ITOM license and only have a TNI, can you use a Service Graph Connector?

That's a great question. Service Graph Connectors are indeed licensed through our Telecom Service Operations Management, or TSOM, for short, offering. They are specifically built out to certain specific discovery offerings, network inventory offerings out there in the market. And they go through a rigorous vetting process and the entitlement for them is available only through Telecom Service Operations Management. TNI alone will not give you entitlement to Service Graph Connectors.

Another question. Is there an API TMF product catalog from another external system?

Absolutely. So we have TMF APIs in order to ingest product catalog from external systems. It's a common use case that we have implemented at many, many customers who are currently live. Oftentimes, the ask is to be able to integrate from enterprise product catalog, let's say, with a CBT system in order to pull that data in and create the rest of the SMBR, which is the [ CFS layer ] as well as the resource layer in ServiceNow. So it's a common ask, and it's a widely used API.

Another question. What is the most important ServiceNow module that you should implement first if you are going out of the box?

A great question, a loaded one. The answer is really, it depends. It depends on where your most imminent process bottleneck lies. If you follow the arc, the lifecycle of the arc, one would say that you go ahead and do plan and build and then proceed to do order management and then service management. But I think business priorities on the ground really vary. We have noticed that a lot of our customers will launch with Order Management and then move on to assure those services using Telecom Service Management. But we've also commonly seen that it is a mandate of the service delivery organization to roll out a certain service in a certain fashion and, therefore, it becomes imminent that they run their service management processes, which is the change and the trouble management along with the service delivery. So in that case, it becomes a TSM and OMT start. And then TNI comes along as well as the underlying network inventory management begins. So it really depends. We have seen variations across our customer base of which individual product is adopted first. We have also seen scenarios where customers will start with an offering and within a single business unit to launch for a line of product, but then multiple other business units within that CSP's organization will get interested. And that project will end up going live after a project that started even later. So it depends on business priorities, really.

All the biggest pain problem. Can we click on individual specifications and edit the characteristics related to a visual product catalog hierarchy? It's one of the features.

Yes, absolutely. So in the visual product catalog that we just took a look at, the graphical view, you can click on individual product specifications, service specification, resource specification. It will show you on the right-hand side the details of that product. There's resource and service spec. And then there's a pop-out button which lets you go into the detailed screen for that spec in order to edit characteristics. It's a common -- again, a common use case among product catalog managers to keep the characteristics up to date or to make changes to the characteristic on an ongoing basis and release a new version of the specification or offering.

Thank you, Romit. I think that's what we have for today. So thank you very much, everybody. And we will hopefully see you at the next webinar, which will be the Washington DC release in -- no, sorry, Vancouver release in September. We will do another webinar to go over the new capabilities that Romit and the wider team will deliver as part of that release. Thank you so much for your time. Greatly appreciate it, and have a great rest of your day.

Thank you.