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

[Operator Instructions]

Hello, everyone. Good morning, and thank you for joining us for today's webinar on 3 steps to simplify your cloud transformation. My name is Heather Archambault, Director of Product Marketing here at ServiceNow. Just before we start, just wanted to share our quick disclosure. This presentation may contain forward-looking statements that reflect the current beliefs of ServiceNow and are based on current information available. These forward-looking statements should not be relied upon in making purchasing decisions. So for today, what are we going to be talking about? At high level, we'll be talking briefly about navigating the shift to cloud, 3 steps to cloud-enabled digital transformation and a deep dive into the scale cloud processes which you will learn a lot more about in a little bit. Please feel free to submit any questions into the Q&A panel at any time. We will have Q&A later in this webinar. I also welcome you to chat in our -- in the attendee chat. We're happy to make this as interactive as possible. I know we're coming from all sorts of places. So if you'd like to simply kick off by just saying where you're calling in from and what do you do in your current role. And just before we start, I'd like to introduce you to our ServiceNow team for today. As already said, my name is Heather Archambault, I'm a Director here for Product Marketing at ServiceNow, leading our cloud solutions within product marketing, and I'll pass it off to Max.

Thanks, Heather. High team. My name is Max Aronin. I lead our cloud solutions for ITOM and technology workflow products. Excited to be here to share how you can accelerate cloud transformation. Theo, over to you.

Okay. Thanks, Max. Good morning, Heather. Good morning, Max. Good morning, everybody on the phone. My name is Theo Simmons. I've been with ServiceNow and just celebrated my 6 year and my part is our technology workflows, go-to-market solutions.

Excellent. Well, thank you, Max, and Theo, for joining me today. I'm pretty sure we're going to have a great conversation around cloud. So without further ado, let's get started. So just to kick it off something like here, I would love to know what is your favorite thing to do in the summer, everyone here in the audience? Is it, a, vacation, maybe we have something great plan, b, the beach. You like to go to beach trip, c, sporting events, d, cookouts, or e, I just don't like the summer.

I think most folks are going to say the beach. What do you think Heather?

I would have to say, it's a hard one so it's really the beach or maybe it's a beach vacation.

I'm going with Beach. I'm a beach guy. Cook on the Beach. Love the beach. [Voting]

All right. With that -- all right, it looks like everyone is looking forward to vacation. I hope, everyone here has something great planned. I can tell you. I don't. I should get on that catch up with the audience here. All right. Perfect. And let me just -- one second everyone. Great. All right. Well, with that, let's kick it off. All right. So I hope this is not new to a lot of folks on the call, but cloud adoption has accelerated over the past couple of years. A lot of organizations are shifting to what we call a cloud-first mindset. And it's very apparent among enterprises. According to analyst firms such as Gartner, a shift in cloud investments is outpacing traditional and on-prem. In fact -- sorry about that, Gartner predicts that cloud native platforms will serve as a foundation for more than 95% of new digital initiatives by 2025. However, adopting a multi-cloud strategy across multiple public cloud providers with no standard operating model often results in a fragmented operating environment. So let's briefly double-click into that. When it comes to our customers here at ServiceNow, we constantly see 1 overarching problem. There's just so much complexity in interconnectedness that is preventing organizations from delivering at speed while managing their cost. To top that off, most organizations have complex outdated technologies that underpin thousands of unconnected processes within the cross departments. Some of the major challenges that we're hearing is they have escalating cloud costs from lack of visibility. They have increased risk business. A lot of that, it has to do with the growing reliance of on-prem cloud and cloud native. There's also the misalignment between Dev, Sec, and Ops. And this can primarily be due to poor strategic visibility into the various cloud initiatives. This all makes optimal digitization in an ever-changing world feel overwhelming. The difficulty of renewing and connecting processes across teams and technologies shouldn't stand in the way of creating better business outcomes improving employee experiences while also transforming customer experiences. Organizations should be able to innovate rapidly and continuously all while showing incredible resilience. So as an example, and I'd also like to hear from you in the audience. With many legacy processes, businesses are finding themselves stuck with disjointed technologies, which are creating those people, data and process silos, which constrained the business' ability to innovate, adopt and scale. Does this make sense to you? Like is this something that you experience having many different point solutions, all doing separate things but not connected, creating that poor visibility. While many organizations are adopting that multi-cloud strategy across multiple public cloud providers with no standard operating model across those cloud service providers, organizations end up with a fragmented operating model. Sorry about that but don't worry. ServiceNow is a platform for cloud transformation. Max and Theo are going to walk through this extensively. It is a game changer because it rises above that tech chaos, which we just saw that often plagues organizations. We have a year back when it comes to governance, compliance and security, plus ServiceNow seamlessly integrates all your data no matter the function. We simplify and automate complex cloud processes with cloud workflows, enabling customers to deliver a unified operational model and remove that complexity caused by multiple cloud environments. Customers can have a single pane of glass to manage both business and operational aspects of cloud resources through the Now Platform. So before I hand the baton over to Max, I just want to set stage a little bit and really understand like where is your organization on their cloud journey? Is it a, pretty early on, let's say, less than 20% in the cloud? Is it b, mid 20% to 50% in the cloud, maybe c, mature 50% to 80% in the cloud or d, you're ahead of the curve, your cloud first, you have that mindset, you're about 80% to 100% in the cloud.

I think based on experience, can we go with B, it's my favorite part of these webinar is guessing, trying to figure out what people are at.

I think I think B as well. Not to be the same, but I think it's a good guess.

Be like me that's fine.

Max, what do you think?

I don't know, I'm going to go with, a, just to mix things up a little bit. Then we have a lot of folks with some of the earlier phases, but it will be interest to see where we are. [Voting]

All right. Well, it looks like we have about half the attendees that have responded. So let's see what they said. All right. Wow, look at that. That's actually a good spread. So it looks like about 40% that responded, you're in the mature phase. So you're probably up and running. And I think regardless of where you are on the journey, there is something in this webinar for you. And with that in mind, let me hand it over to Max.

Thanks, Heather, and this was a fantastic overview of the maturity [indiscernible] in the call. And first thing we want to start off with is a quick introduction of our cloud solutions. And in simple terms, it's really grounded in Fred Luddy, who is our founder in his vision to create workflows that help people. And he has a fantastic story. He tells about a lady that was trying to enter in some data into the computer, struggling with that, and he automated that and how much joy he got from helping this lady to actually automate that data entry process. And so with that context, when we think about the cloud environment, complexity, what ServiceNow Cloud Solutions help is simplify and automate complex cloud processes with cloud workflows on a single platform. And I want to unpack that just a little bit. What we talk about customers in various maturity stages, like we saw on this call, we often see that organizations are now trying to accelerate cloud adoption. And this is where the processes become very important for doing that, a large enterprise organizations. And when we talk about processes, they become very complex. Now a lot of our customers already know us as a platform for process automation for IT services. In fact, we had a long history, starting with ITSM, ITOM, ITAM, and so on and so forth. And now they're realizing that in order for them to scale cloud, they need to scale those processes across the organization to make cloud accessible, really simple, but also with enough controls there to make sure they get compliance, they get audit, they don't have outages. They don't have security breaches. So all those are really process challenges, and this is where we commit. ServiceNow helps to simplify and automate this. Now how do we do that? Well, it's specifically, we're targeting certain teams that we're seeing are really starting to work together to solve these cloud adoption challenges. And primarily, we see 3 areas of focus across our customers. The first one is what we call plan app modernization. This is where we're seeing enterprise architecture teams coming closely together with the asset manager teams. And this is really starting to focus not on cloud migration, which, as we saw on this call, most of you probably already past that point. But it's really that app modernization. That's to say, what's next? What's after we migrated the cloud workflows how do we now modernize applications? How do we actually retire those legacy applications, they're still running and are costing us money. They're creating some security concerns, let's sunset those. And as we're modernizing applications to this modern architecture, how do we track those programs that are happening across the organization in a very distributed way. Second is the scale cloud processes pillar. This is where we're seeing the cloud enablement teams, sometimes call it cloud center of excellence teams or cloud platform teams working together with the service management team. Because what the cloud enablement team is looking for is a way to automate those processes, but also tap into ServiceNow as system of record where we have visibility of all services that we can now start doing things like change incident management, but also automate that request and access management together with cost controls because a lot of our customers do such a great job of automating cloud self-service the cost becomes a concern. This is the importance of proactive cost controls. And the third area is really where we're seeing cloud operations and cloud security teams working together to update their operational processes for these cloud environments because we know it's a hybrid architecture. We know it's a very distributed environment where all teams have different processes, being able to bring those processes together and adopt some of those emerging operational practices, such as Site Reliability Engineering or adopt Open Telemetry standards. Now while we always talk about resilience, security is so important, and this is where I'm covering those vulnerabilities quickly and most importantly, taking actions on them to keep things resilient and secure. Now the most important is what's at the bottom of the slide. We see that our customers all have multi-cloud environments. It's to say that they usually have a primary cloud, but they also have other clouds in pockets. And every cloud provider that we're working closely with their partner with us, they have cloud adoption framework, which defines the processes for adopting their cloud. And what we're doing with each of the cloud providers is partnerships, we are working them to simplify those processes so that our customers can use ServiceNow platform to automate this cloud adoption framework processes and get to the cloud-native capabilities that are so impactful for their business. So with those 3 areas of focus, our cloud solutions really bring together the platform and capabilities for those teams. So starting off with that enterprise architecture and asset management teams. We have tremendous products around application portfolio management, which identifies essentially the entire application portfolio in the organization helps to modernize that for the cloud architecture. Using hardware software asset management capabilities that now identifies, for example, legacy risk of hard and software that helps customers retire those applications and manage those cloud programs using strategic portfolio management. Under the scale cloud processes pillar, we call as our foundational pillar because most customers start with Cloud Discover, where they got to have the visibility of cloud assets. That is the #1 pillar. And then next, they want to accelerate their cloud with self-service and compliance, while at the same time, we have ITAM cloud cost management, which helps to build in proactive cost control as part of the self-service workflows. And then under the operational pillar, we have ITOM AIOps, as a lot of you know, brings together all the signals from across the enterprise helps to normalize, correlate and suppress the noise, prevent the outages. We had our cloud observability capability, which now helps to look at the application layer and all at the same time, manage that security and risk for vulnerabilities in the cloud. Now the most important thing here is, this is where the platform comes in, where our platform provides tremendous capabilities, but a couple I really want to highlight that's super important for this cloud solutions area. The first one is that single and reasonable data model. Now what that means is we have a CMDB, but on top of CMDB, we have something called the Common Services Data Model. Now what that model does is it helps everyone across the enterprise speak the same language about their cloud services and we connect the infrastructure and application layer to the business layer how the company now runs the cloud to deliver that business-first mindset. The second area of highlight is that process automation. So while we have some out-of-the-box capabilities, our platform is very simple. It helps you configure and tailor those workflows to the needs of your enterprise. And the third most important area is the fact that Gen AI is a game changer for the industry because of the platform, GenAI has built it. So any of our cloud solutions that customers use they get the power of Gen AI built in, they can leverage that to amplify that automation. I want to share just a few examples of customers that are having successes with our cloud solutions and what their journey looked like. Starting off with Fannie Mae who's been a customer for us for quite some time, and one of the things they realized after they actually moved to cloud over 90% maturity, but what they figured out is it's not just moved to the cloud, it's a retirement problem that was so difficult. They still had legacy opportunities running. And it was taking them 18 months to retire an application because of how many stakeholders were involved in the process. Using the ServiceNow platform, they automated that process down to 4 weeks to sunset an application and to accelerate their cloud adoption statistics. The second example I'll use is the DNB Bank. They've been a long longtime customer, and this is where they really use that foundational pillar. They use the cloud discovery, they automated the cloud access process and together with cloud cost management. Together, that created that foundational process for them as a financially regulated institution, what they have to do is to have capital reserves on hand and being able to articulate the risk and actually reduce the risk of that cloud self-service, they're able to identify over $100 million opportunity to reduce their capital reserve so that they can put those assets to investment use. And the third example as I want to share is Amadeus. They are a travel company that you're probably aware of, that you book your travel, and they're very vast in terms of their assets in the cloud over 1.6 million Kubernetes are running. They're using ServiceNow as the foundation for visibility of the entire state and driving that resilience operational resiliency with demand management, AIOps and observability. So what's important to note here is we have core 2,000 customers using ServiceNow for cloud, and this is where our cloud solutions are taking the learnings of those customers and are helping others to accelerate their cloud transformation terms. So with that, let me take just a few minutes to show you what that actually looks like from a product perspective. So this is how you can see how we can become a cloud-first business with cloud solutions from ServiceNow. What we're going to take you through is a quick demo, but highlights how the entire organization here.

Max, sorry to interrupt, but we're only seeing you are ON24 screen. Can we switch to the slides?

How about now?

We're still seeing that Elite Studio Tab, is there way to just switch over to your full screen so that we could see the presentation you plan on sharing. Here we go.

Is it better?

Yes. Thank you.

Thank you for letting me know. All right. So what we're going to take you through is an executive level demo of how we envision that you can use ServiceNow to help you move to become cloud first business. And what we see usually is a number of persons involved within that transformation. So we'll go through the plan, scale and operate pillar to show you what that looks like in the ServiceNow platform. So we'll start off with the Chief Technology Officer who is often charged with that application modernization or rationalization effort. So there, we can use our application portfolio management, enterprise architectural workspace to actually identify all those applications to rationalize and modernize for their cloud transformation journey. Now when they're doing that, they're looking at not only specific to any one particular business unit, they can look at it across all the business units. This is where our strategic portfolio management brings in road mapping capability plugging into tools like Jira or Max project so that teams can continue using those tools, but the CTO gets that entire overview in a single pane of glass. Next, we see enterprise architects often working with the CTO to now identify specific capabilities that are going to be rationalized and modernized. In this example, you see that we can identify potential software that's out of compliance. Here you see a SQL Server 2016 is actually of compliance because it's beyond its life cycle limit. So this would be a good target to now shift to, let's say, using Azure SQL Server for the next release. Now next question becomes, how much is it going to cost? And this is where our cloud cost estimated capability comes in, where it looks at the current run rate of software and estimate how much of a cost to run that software on the selected cloud. Here, we see that the actual projected cost savings on Azure is $320,000. And so that's maybe a good one to now move too. Once the move happens, this is where a scale cloud pillar comes in because the next question becomes, well, what are all those assets across the organization that are in the cloud? And this is where our Cloud Discovery comes in. It's able to discover assets across all the clouds and provide that single view into that. From that, it's not only a technical resources, but for example, we discover all the accounts, subscriptions and projects across the 3 different clouds so that you can actually build the foundation for ownership at the station, which becomes so important for some of those audits that require you to show who is the owner of those cloud resources. Next, our Cloud Accelerated product actually helps those teams to take action on those resources. We provide that service awareness with mapping to be able to now identify potential resources that may be under used that can be shut down or retire. Our cloud teams now work with the Discovery team to now enable not only Discovery, but the self-service. So that now as the cloud teams come on board and the resources, it's a very simple self-service using the interface they're already used to. They're all using ServiceNow to order services within their organization, now that you can extend that to offer cloud services on demand. And because when you do such a great job [indiscernible] to self service, the cost becomes a problem. So this is where you can build in proactive cost controls into self-service workflow, so you can now provide budgeting guidance and workflows to, for example, prevent somebody to get more access to the cloud if they're running past their budget. Next, we're going to switch over to the operates pillar. This is where our cloud operations teams are running their cloud services. We need to make sure that they are running smoothly and resiliently. Our AIOps capability to take signals in from multiple monitoring tools within cloud environments to really suppress the noise to make sure you identify the most important incidents and put them out before it impacts user issues. We use service mapping as a way to now provide that up and downstream dependency view so that you know who has impacted, which customers and which downstream teams. And with our cloud observability, we extend that even further to the application layer. We're now using open telemetry. You can actually click down to the specific line of code that may be causing the degradation for example, a millisecond response delay in a mobile app that's concerned. And the teams can now collaborate with Site Reliability Engineering teams to troubleshoot and solve that issue to get to prevent the issues from impacting users. Last, but not least, is the vulnerability of risk. Where vulnerabilities are so important across enterprises. There's multiple tools such as Qualys, Rapid7 monitoring, those vulnerabilities, we pick it up, we pick up those vulnerabilities, and we help teams to work together using the vulnerability management workspace between vulnerability manager and cloud operations teams to have a single dashboard so they can track the remediation of those vulnerabilities within a due date. That reduces the time to remedies remediations, which could prevent a huge breach or a very costly impact to the business. And last, this is where the risk management comes in where most organizations have some kind of risk management compliance framework, whether it's a SOC or NIC or so on. Our Risk360 workspace looks at the entire organization's risk assessment policies and maps them to the cloud-specific policies that we be adhered to, make it easy to connect that, to the data and CMDB to make sure that we can be compliant with the next part. So this is a quick overview how the ServiceNow platform helps you plan, scale and operate this cloud services on a single platform. So with that, I would love to hear from the audience what resonated the most from the overview. Is it what's more important for your organization? Is it planning about modernization? Are you looking at really scaling those cloud processes? Or is it really the resilience and security of this cloud services need to operate? Or maybe it's not. So if you can go on to Poll and select all the relevant aspects of the cloud solutions, we would love to see a reaction here. [Voting]

It's always good to see you do the demonstration that story. I'm going to guess the operate. I'm just guessing. I think all of 3 are right, obviously, I really think operate and scale B and C.

I would say, given the...

Based on what we saw previously.

Yes, since most of the folks are in the mature, the mature part of the journey -- Yes, I would have to -- I would probably say, C.

All right. I'm going to go a little bit against the great year. I'm going to go with the B as the scaling processes even for the mature organizations. I think we always see our processes is a big problem. So you're going to see if our audience feels the same way here. All right. Let's look at the results. Wow.

Look at that.

That's a little bit unexpected. You guys operate is first and with app modernization coming in second with the cloud process third, that is quite unexpected. So this is -- must be because we do have quite mature audience here, but this is fantastic to see.

It's -- I feel it's a good distribution though. So like -- it's -- I think that's good. Like there's something -- again, there's something for everyone. And I also, before we hand it over to Theo [Operator Instructions].

All right. Well, thank you, everyone. I'm going to pass it over to Theo to dig in a little bit more on some of the additional solutions. Go ahead, Theo.

Awesome. Thanks. So based on this response I think it's kind of a proposal that we'll dive in and start talking about we're going to talk about what's scaling the cloud means and how that can help everybody on the call today, what successes we've had, and we'll do a demonstration. And we'll talk about -- we'll really click into how those things work and maybe even show a little bit of the analysis, which just came out a couple of weeks ago. So all of this, these personas in new organizations and the discovery folks who are charged to have running in the public cloud, multi-cloud strategy, private cloud strategy, they need to be able to see as Max laid out, what is in that cloud, what's happening and a lot of the time, as you kind of going into that maturity cycle that we talked about earlier, the devs and the folks are spinning up instances that may not sit there for very long, 24 hours, 48 hours, 80 hours, maybe just a couple of hours. Well, ServiceNow is going to discover those things not just by doing, hey, let me run a scheduled discovery across this at x hours every day at 2:00. But we're going to take the events that are being driven inside of those public cloud providers, AWS, GCP, Oracle, Azure. They're going to create events when new resources and stacks are spun up. We're going to ingest those things, and we're going to use the service mapping and pattern matching, we'll talk a bit about how that impacts your day-to-day that they operate, which was popular here. How those come in and do that resource discovery, but more importantly, talk about the account discovery and show what that looks like and how that benefits everything being here in ServiceNow. We have over 90-plus service accounts in just one of our public cloud providers. So clearly, we have a huge need. And then second, we're going to talk about how we can accelerate that, all that growth. You cannot hire, train enough cloud architects to make your journey to get where you want to get business-wise and support all the needs of the business without using some kind of catalog of request. And now those catalog requests going to change constantly. So cloud services catalog can dynamically understand what those offers are going to be and put them in front of the right people with the right controls, the right tags and take action, spend them up quickly and then drive those events into that visibility that we just saw. And then lastly, you're going to need to employ good FinOps actions. So understanding what is the spend on those service accounts, what is being discovered within the service accounts, what they're using them for and give you some actions that you can take to reduce the cost, rightsize your costs, rightsize the services. Now your public cloud providers probably provide you some of that information, where cloud cost management ServiceNow is going to do is provide you the context around all those things. And then automated because that's what we do really well. We automate the workflow. And so we can show -- and we'll show you what that looks like in a bit. Now I talked about how we discover the different things we're going to look at here in just a minute. We're going to look at the service accounts, what those services accounts are doing what association -- what are they associated to in the business, what unit, what teams are using them what environments, what regions, what availability zones? And then are they staying up-to-date on your GRC IRM processes? Super important as you grow to the cloud, all kinds of new vectors and challenges all kinds of new regulatory commitments that you have to stand up for. We're going to help you manage that with your accounts and match those to the subscriptions that by the way, you're paying for. You have this huge spend commitment with these public cloud providers would help you spend it correctly, properly and keep your governance intact. And then we're also going to keep track on your cloud resources, what you're using? What are you not using and then provide that information back to the people inside of the organization, the need to make the decisions. Sounds fair, does that sound good, Heather? Let's make Max, let's make a demo. All right. Here we go -- way, let's get with it. So I mentioned cloud discovery. So here, we're looking at the cloud operations workspace. This would be the day-to-day workspace where your discovery managers, your [indiscernible] folks, people charge with seeing what they need to see in terms of cloud. You can see we can have an understanding of what the cloud discovery areas. I mentioned, we can schedule those discoveries through ServiceNow mid-server in your clouds, public clouds. Now we can see multiple clouds, bring all that information in, and then we can dive in to see what is the configuration by region? What are the cloud accounts that are taking the most things? We can actually see those events that we talked about. So as your Devs are using the tools, they love using on the back end outside of ServiceNow, which is where we want them to be, where they like to be. We'll talk a bit more about that when we get into cloud service catalog. We can see those events happening in the new public cloud providers. They're kicking into ServiceNow. We're taking those events in and mapping them based on accounts, based on actions, based on IP based on our AI/ML use traffic patterns, and we're tying those into the service maps they're going to matter and add the context about why those different services are important. How that operates, how that looks is really important to your operators because whether they're SREs or whether they're traditional ITOM NOC operators, they're going to need to see in-service operations, what are the impact of services win? Inevitably, some things are going to go wrong. So based on traffic, we can see these are the impacted services I can see my service dashboard here is lit up red it means I need to dive in. If I went -- you could dive in, I can look at that service map, make some decisions. And then I can see the intelligence that the operators brought in all those different alerts made sense of them. And with our Gen AI solution, it's actually summarized this really complex esoteric messages that are coming from cloud providers and make sense of it and giving us an analysis of what actions to take. And you can see because our Devs use their own ADO pipeline last night, I can see this is tied into that business service. So I've discovered what events and things are happening in my cloud provider. I've used service mapping, pattern matching and account-based matching to tie that into the proper service maps. And then when things inevitably go wrong or changes indicated or drift, I can see the probable root cause. I can see the service map. I can even see the topology if I wanted to and see when the history of that changes. All of that comes because we're using the ServiceNow abilities to scale. And I mentioned a lot about -- I talked a lot about event-driven change. So how do you help scale to the employees who aren't cloud architects, use our cloud catalog. So here in our employee center, I can see storm employee has a number of status that he's charged with. I can see whatever resources he's charged with that he's requested when is the expiration, what I need to do. Now he spun those up automatically using his own cloud catalog. Now these are all the cloud requests that he has access to. As I mentioned, these are changing all the time. So your Devs and your CCRE or your digital transformation office is constantly adding new tags, new cloud postures and security measures. Well, those are dynamically going to show up in my cloud services catalog and be available to me storm on the right ones I need to see. Now what does it actually mean? It means you're going to obligate all the complexity -- just click in there we go, it's going to obligate all the complexity that the public cloud providers have within their dashboards and just give you the information that you need to make the request with the predefined blueprints and the Terraform request, all those really cool [indiscernible] are spinning up and it's going to apply the tags, it's going to apply to security posture. It's going to apply the tags and the security posture for everything you need to spin up those request. And as those are changing within your public cloud providers, cloud services catalog is going to make the updates on a schedule based and provide those different requests to the right folks based on where they sit, who they are, what their cost center and apply them also, most importantly, to the proper service account. And it's going to put those right into one unified portal. So everybody needs to see them, can see them when they need to see them. We mentioned a lot about providing cost and system of action, and that's what ServiceNow really does best. So we can see in our cloud cost management, here, I am, I need to understand what is the spend am I spending in the right places, and I can see that by the service account that it's tied to. So I can see that make sure that certain service accounts aren't spending too much, aren't spending too little, that they're actually following the guidance that we provided. And I can also show our forecast of what that spend is going to be. Now the power of ServiceNow is to take aggregate all this information that's underlying in that CSDM, it's underlying within the public cloud providers and bringing it together and provide context for your FinOps team, so they can take action. So right here in our recommendations I can actually, based on the use, based on what has spun up, based on whether it's being used or not. There's an algorithm that goes and looks at all that information provides the most important thing, the context of what that business service that cloud service that cloud account is doing or supposed to be doing and then give you recommendations. Those recommendations are most important based on the account -- the new prenegotiated contract that you have with your public cloud providers that you're spinning it up rightly -- correctly, excuse me using the reservation plans using what things being rightsized. Now I hear a lot of anecdotic stories from customers saying, "Well, so and so cloud provider, providing me a rightsized recommendation and I used it and actually broke a lot of things because we didn't have the context of what that business service meant and why it was important to us." All of that comes into play with service operations. So to kind of sum up everything we saw. We talked about how we can discover as the scale story. Talk about how you're discovering on a schedule, on an account base, on an event base, what's happening or public cloud providers, marrying that information, most importantly, with the business services that need to be tied to automatically. We've talked about scaling this out, these requests that the cloud catalog is going to need to the right people using cloud services catalog and a unified experience and our unified employee center portal. And then lastly, we talked about providing the proper guidance and actions and scheduling that cloud cost management provides because you've got to get that information, 2-year FinOps and your CIOs and CTOs. So with that, I will stop sharing and turn it back over.

Thanks, Theo. That was awesome. And I hope everyone learned something new with the 2 demos that you saw today. So with that, I'd like to open it up to Q&A. [Operator Instructions]

All right. Let's see here what we have. All right. First question, I think Theo, this is to you. It looks like it's based on what you just showed. So with the scale solution, exactly what products are included in that. And I actually think Theo has -- sorry about that...

But one that's coming up. Most importantly, we showed ITOM cloud discovery, so that's the visibility product and solution. We've talked about cloud services catalog that sits within our employee center. And then lastly, we call the cloud cost management. That's under a cloud acceleration. These last 2 are under a cloud acceleration product. Where should we go? Where Should we go -- I can answer any of those where we want to start.

Yes, I will do that. Sorry, I just had -- was refreshing something for a second. Next question, is the cloud service catalog request form customizable?

Oh yes, absolutely. It uses the -- yes, absolutely. So It uses -- I'll use some [indiscernible] used the rhythm on the back end, essentially, to -- you can customize, add questions, make certain questions treat off, just like any other service to question in the platform.

Awesome. And next question, during the demo, you've been switching different workspaces. Can you provide a list of the work spaces that were used?

I'll run through them pretty quickly. There's the cloud operations workspace, which we started with. We showed then the service operations workspace under the ITOM view. So the folks you're going to predict to prevent major outages, and we showed that Gen AI happening under that alert and so the service mapping and happening within that service operations workspace. We showed the employee center. There's an employee sent Pro, there's an employee center. That's where we showed the cloud services catalog. And then lastly, we showed the cloud cost management work space, which is where your FinOps folks are going to be operating.

And we can also send out a list of this type of information as well. So you don't have to write it down. And next question, is there a catalog of the discoverable products that ServiceNow can identify with AWS as an example?

Yes, absolutely. So on our website in the doc side, there is a full list of public cloud provider, what we're going to discover within each of those public cloud providers there's -- you have to click down a couple of times to figure out which access -- what access you're going to need to give to see certain things. If you want to see certain elements of a Kubernetes box, for example, might need different permissions. It's always a remediation or back and forth effort about with your public provider, what access do I need to give, ServiceNow, for example, to get into the Kubernetes box and get into the different EC3, et cetera. And there's patterns for each of those public cloud providers that will bring that from inventory back into ServiceNow. And those are also on our doc side as well.

Great. Thank you. And did -- we have a couple more minutes if anyone has any other questions. If not, we can wrap it up. Is cloud services catalog included in ITSM Pro?

It is not. It is its own separate solution. It is part of the cloud acceleration SKU. It can also, I believe, be checked with your account team, but I think it might be it's also its own separate SKU if you're not interested in the full cloud acceleration SKU, which includes cloud cost management and the cloud service catalog. I personally think that's new for us, let's say, in the last couple of quarters. So that's -- it's been pretty interesting to see customers kind of adopt that.

Great. All right. Well, I think that's it for the questions. Everyone on the line, thank you so much for joining today. If you have an extra minute or 2, please -- there would be one -- please leave in the chat, there's anything you would like us to cover in our next webinar, some other topics you would like to deep dive in from what you saw today. Your feedback is everything to us.

I saw a question about AWS and supporting the tool. I don't think that they're -- I'll have to look that up. I don't know the answer off the top of my head.

Okay. And also to end with. So we have Knowledge 2024 coming in just a little under 2 weeks. If you are attending, please stop by the cloud expo session, we also have a number of cloud solution sessions that you can come and learn more about the plan, scale and operate pillars within our solutions, much more of a deep dive. There's a slew of information that we will be launching at knowledge. So looking forward to meeting you, if you're coming, stop by, say hi. We'll be there. Thank you.

Thank you, everybody. Have a great day.

Enjoy the rest of your day. Thank you.