WEBVTT NOTE This file was generated by Descript 00:00:48.410 --> 00:00:48.670 CJ: All right. 00:00:48.690 --> 00:00:50.440 Do this for something new. 00:00:50.740 --> 00:00:53.500 Tell me, what are we talking about today? 00:00:53.620 --> 00:00:54.370 Duke: I get to pick. 00:00:54.840 --> 00:00:56.180 CJ: Yeah, man, you get to pick. 00:00:56.180 --> 00:00:58.280 This is your time to shine. 00:00:58.600 --> 00:00:59.120 Duke: All right. 00:00:59.170 --> 00:01:03.029 So, I have been dying to bring this to the ServiceNow 00:01:03.039 --> 00:01:04.669 community for quite a long time. 00:01:04.699 --> 00:01:09.219 I have been working with a company that is just absolutely. 00:01:09.219 --> 00:01:14.131 revolutionizing, service management and asset management and automation 00:01:14.301 --> 00:01:20.175 when it comes to, mobility and telecom and, uh, the company's name is SACON. 00:01:20.435 --> 00:01:27.055 And I am so pleased that we have Michelle Wheeler from SACON to join us today 00:01:27.065 --> 00:01:29.891 and talk about mobility and service. 00:01:29.891 --> 00:01:30.921 Now it's going to be so awesome. 00:01:31.200 --> 00:01:32.420 CJ: I can't wait. 00:01:32.640 --> 00:01:36.700 Michelle, I've heard so many good things about SACON and I am so looking forward 00:01:36.700 --> 00:01:39.656 to just talk about, SACON a little bit more in depth and get to know, um, 00:01:39.756 --> 00:01:41.116 what you guys do more as a service. 00:01:41.506 --> 00:01:41.866 Michele: Great. 00:01:41.956 --> 00:01:43.036 Thank you so much. 00:01:43.036 --> 00:01:47.676 It's a pleasure, , to be on this famous or infamous, uh, podcast. 00:01:47.676 --> 00:01:47.886 So 00:01:48.006 --> 00:01:49.366 CJ: It's been both. 00:01:51.226 --> 00:01:51.886 Duke: Good point. 00:01:51.926 --> 00:01:52.476 Good point. 00:01:52.496 --> 00:01:52.696 Yeah. 00:01:53.436 --> 00:01:54.286 Why not both? 00:01:54.286 --> 00:01:54.576 Right? 00:01:57.031 --> 00:01:58.541 CJ: Definitely been both before. 00:01:59.321 --> 00:01:59.501 Michele: Thanks 00:01:59.903 --> 00:02:03.623 . Yeah, I can first tell you a little bit about my role here at 00:02:04.643 --> 00:02:05.963 SACON, which is a private company. 00:02:06.043 --> 00:02:07.763 We've been in business for around 20 years. 00:02:08.218 --> 00:02:13.118 , I'm vice president of our products and solutions for our device practice. 00:02:13.558 --> 00:02:18.091 So, as you alluded to, Rob, we have two, , distinct practices at SACON. 00:02:18.101 --> 00:02:22.301 One is for telecom management, which, , provides products and 00:02:22.301 --> 00:02:26.431 solutions and services to help enterprise manage everything telecom. 00:02:26.716 --> 00:02:29.916 , and network management within their environment, including, , network 00:02:29.946 --> 00:02:34.046 inventory and then on the device side, which is where I live and breathe, 00:02:34.326 --> 00:02:39.546 it's all about helping enterprises manage their enterprise mobility. 00:02:39.546 --> 00:02:45.076 And I think that's what we'll dig into today, the challenges of managing and 00:02:45.076 --> 00:02:48.706 really a handle on your enterprise mobility within the enterprise and really 00:02:48.706 --> 00:02:51.366 how that relates back to service now. 00:02:51.568 --> 00:02:54.508 Duke: And it's going to be such a treat because every time I look at 00:02:54.508 --> 00:02:57.728 ServiceNow's demo data and it's like, Hey, let's order an iPhone five. 00:02:58.738 --> 00:03:02.488 And everybody's like, yeah, we're doing mobility management, baby. 00:03:02.543 --> 00:03:02.993 Michele: Right. 00:03:03.973 --> 00:03:07.473 I think it's a really interesting place to start and this is a perfect place for me 00:03:07.473 --> 00:03:11.583 to get on my soapbox a little bit because when I'm doing client presentations, 00:03:11.583 --> 00:03:15.943 I can't stay there too long, but so this is a perfect opportunity for me. 00:03:16.403 --> 00:03:18.773 But it's just so interesting. 00:03:18.783 --> 00:03:24.273 If you look at the evolution of the end user device, and probably 00:03:24.283 --> 00:03:27.430 as early 5, 10 years ago, right? 00:03:27.500 --> 00:03:30.080 Mobile devices, smartphones, tablets. 00:03:30.458 --> 00:03:31.828 some other device types as well. 00:03:31.828 --> 00:03:35.368 If you look at how they were leveraged and the enterprise, they 00:03:35.368 --> 00:03:37.585 were always a nice to have, right? 00:03:37.615 --> 00:03:39.145 You would check your email. 00:03:39.145 --> 00:03:43.695 Maybe you would be able to, I don't know, submit an expense report or whatever. 00:03:43.695 --> 00:03:44.065 Right? 00:03:44.390 --> 00:03:49.270 But there has been a significant and massive shift within the enterprise 00:03:49.290 --> 00:03:54.170 where these devices are now literally critical to running their business. 00:03:54.810 --> 00:03:59.003 And, if you think about, what would happen to an enterprise, right? 00:03:59.043 --> 00:04:02.983 If all of their devices stopped working, I got to tell you 00:04:02.983 --> 00:04:04.243 that the lights would go off. 00:04:04.613 --> 00:04:06.813 So that's how critical these devices are. 00:04:06.823 --> 00:04:09.713 And it's across all industries, right? 00:04:10.033 --> 00:04:15.007 And some of them are Very strategic right in the health care industry now. 00:04:15.007 --> 00:04:19.557 This is how doctors and nurses right are leveraging the apps 00:04:19.557 --> 00:04:23.247 on their tablets and smartphones to provide health care services. 00:04:23.642 --> 00:04:28.215 If you think about, , e commerce, and, all of the delivery mechanisms, 00:04:28.225 --> 00:04:32.105 they're all carrying a device with them to scan packages, right? 00:04:32.125 --> 00:04:32.495 Or, 00:04:32.495 --> 00:04:33.675 Duke: it's not just a phone, right? 00:04:33.675 --> 00:04:36.715 It's like point of sale systems and in healthcare, they'll have 00:04:36.715 --> 00:04:40.065 like, just a connected device on a cart or a trolley or something. 00:04:40.065 --> 00:04:42.475 And it's just, it's not a phone, right? 00:04:42.525 --> 00:04:43.115 Or a tablet. 00:04:43.115 --> 00:04:43.775 It's just a thing. 00:04:44.255 --> 00:04:47.898 Michele: yeah, the airline industry, they don't think about that, the pilots have 00:04:47.898 --> 00:04:52.015 a tablet, obviously the flight attendants are carrying around, some sort of 00:04:52.058 --> 00:04:54.448 ruggedized, smartphone, things like that. 00:04:54.572 --> 00:04:55.822 It's literally everywhere. 00:04:55.822 --> 00:04:59.402 And point of sale devices have become really, popular as well. 00:04:59.907 --> 00:05:00.247 Duke: Hmm. 00:05:00.438 --> 00:05:02.882 Michele: So that's the evolution of the device. 00:05:03.318 --> 00:05:09.718 What happens pretty much organically is that when these devices become imperative 00:05:09.758 --> 00:05:15.808 and so important to running businesses, that means that the enterprise then pays 00:05:15.808 --> 00:05:18.568 a lot more attention to these devices. 00:05:18.568 --> 00:05:24.798 And there is a absolute need to be able to have a solution and a product to be able 00:05:24.798 --> 00:05:27.188 to manage everything about the device. 00:05:27.692 --> 00:05:28.302 And. 00:05:28.388 --> 00:05:33.188 That leads into the 2nd, topic, which is device life cycle. 00:05:33.198 --> 00:05:34.748 What is device life cycle? 00:05:35.123 --> 00:05:39.563 So if you think about any given device type, , it goes through 00:05:39.613 --> 00:05:42.623 different phases of its device life. 00:05:43.033 --> 00:05:48.823 I like to talk about it and in terms of pre life, active life and post life 00:05:49.363 --> 00:05:54.233 and the pre life is really just about starting even at the manufacturer. 00:05:54.633 --> 00:05:57.953 it's being, developed, It's being manufactured. 00:05:58.173 --> 00:06:01.533 It's usually sent to some sort of VAR value added reseller. 00:06:01.743 --> 00:06:06.123 It might be put in some sort of stock inventory for a particular enterprise. 00:06:06.543 --> 00:06:12.203 Then it gets put into a box or even before that it might be staged or kitted 00:06:12.323 --> 00:06:16.443 with accessories, or you're installing different applications on those devices. 00:06:16.823 --> 00:06:20.163 And then it's going off into some truck, Or plane to be delivered. 00:06:20.653 --> 00:06:24.333 Then what's really interesting is that all of a sudden, this device becomes active. 00:06:24.333 --> 00:06:25.053 It lights up. 00:06:25.063 --> 00:06:26.553 It's in the hands of the employee. 00:06:26.843 --> 00:06:31.820 And now there's a whole other series of, data, And, , interfaces and vendors and 00:06:31.860 --> 00:06:35.610 carriers and things that you have to start tracking now, because now it's being used. 00:06:35.620 --> 00:06:40.077 So now there's, apps being used, data being generated, costs being 00:06:40.087 --> 00:06:43.267 incurred, And so there's that whole active life part of it. 00:06:43.497 --> 00:06:46.743 And a big piece of that is, What happens when it breaks? 00:06:46.743 --> 00:06:48.073 how do you get it replaced? 00:06:48.353 --> 00:06:50.113 advanced exchange is what they call it. 00:06:50.393 --> 00:06:53.103 And then, of course, there's the post life, which is, what happens 00:06:53.123 --> 00:06:57.423 to the devices when they're returned or when the employee is off boarded. 00:06:57.423 --> 00:07:02.410 And as, you know, enterprises are really looking closer at and 00:07:02.410 --> 00:07:06.950 finding sustainability and the environmental impact of these devices. 00:07:07.062 --> 00:07:10.008 even more important are putting a lot more stress on it. 00:07:10.008 --> 00:07:14.558 So that end of life for that post life is, is becoming even more and more important 00:07:14.578 --> 00:07:16.728 about where did these devices go? 00:07:16.888 --> 00:07:19.028 Where's the data that's on these devices? 00:07:19.038 --> 00:07:20.368 How do you wipe that data? 00:07:20.708 --> 00:07:22.328 So that it becomes clean. 00:07:22.678 --> 00:07:25.078 . And then where does that piece of hardware go? 00:07:25.078 --> 00:07:26.128 Is it remarketed? 00:07:26.428 --> 00:07:27.658 Is it recycled? 00:07:27.698 --> 00:07:30.785 And depending on your industry, is it even, destroyed? 00:07:31.175 --> 00:07:34.985 Duke: I want to break in here for a quick moment, because that's 1 of the things 00:07:34.985 --> 00:07:40.785 that really shocked me when I started working with you guys is not only the fact 00:07:40.795 --> 00:07:46.195 that there is this tremendous, gold mine of data that should be in your system, 00:07:46.305 --> 00:07:51.505 but isn't, but also that there are so many more workflows to control, like, I think. 00:07:51.870 --> 00:07:54.950 A lot of my industry might look at something like mobility management. 00:07:54.950 --> 00:07:56.680 It's just like, Oh yeah, that's like ordering a phone. 00:07:56.680 --> 00:07:57.040 Right. 00:07:57.460 --> 00:08:01.537 And that's kind of the only, window they have into the room. 00:08:01.687 --> 00:08:05.213 But I wonder if you could talk to us about some of the other industry 00:08:05.213 --> 00:08:10.387 standard workflows that are part of managing all your mobile devices. 00:08:10.937 --> 00:08:14.777 Like what's the big capital M managing what flows are part of that? 00:08:15.135 --> 00:08:16.515 Michele: Yeah, I definitely will. 00:08:16.585 --> 00:08:20.638 And I'm just going to finish capping off that life cycle conversation, 00:08:20.638 --> 00:08:22.445 if you don't mind, because again, 00:08:22.445 --> 00:08:24.805 going back to the evolution of the device. 00:08:24.815 --> 00:08:25.455 And that is. 00:08:25.605 --> 00:08:27.795 That's also been a shift in the industry. 00:08:27.805 --> 00:08:28.325 Whereas. 00:08:28.810 --> 00:08:32.780 When devices weren't as strategic and critical, Enterprises were probably 00:08:32.780 --> 00:08:35.210 just okay with tracking the active life. 00:08:35.230 --> 00:08:36.260 Once it was turned on. 00:08:36.300 --> 00:08:37.510 Oh, it's an active device. 00:08:37.550 --> 00:08:41.140 Maybe it has MDM on it and they go on their merry way. 00:08:41.510 --> 00:08:42.640 That is different now. 00:08:42.670 --> 00:08:47.680 These enterprises want to micromanage Every movement of that life cycle 00:08:47.690 --> 00:08:51.390 from the time that device is born to the time it's retired, and 00:08:51.390 --> 00:08:52.840 there really is a demand for it. 00:08:52.860 --> 00:08:55.530 But to your point, it is extremely challenging. 00:08:55.530 --> 00:08:58.360 So I wanted to set that scene before talking about some of the 00:08:58.370 --> 00:09:02.390 challenges because hopefully I've illustrated in that device life cycle. 00:09:02.430 --> 00:09:06.830 To your point, there's so many moving parts and you're right. 00:09:06.920 --> 00:09:08.400 It's not just 1 workflow. 00:09:08.710 --> 00:09:11.530 The easy 1 obviously is to use and very important. 00:09:11.640 --> 00:09:13.430 Obviously is order a new device. 00:09:14.010 --> 00:09:18.990 But there's a whole library of transactions and workflows that make 00:09:19.000 --> 00:09:21.490 up managing the device lifecycle. 00:09:21.910 --> 00:09:24.930 and I've ticked off some of them, but I'll just, I'll give you some more examples. 00:09:24.930 --> 00:09:25.500 A workflow. 00:09:26.015 --> 00:09:31.638 To upgrade your device, replace it, If it's been, broken, suspend your line. 00:09:31.648 --> 00:09:36.485 If it's a connected device with the carrier and, and it's been lost 00:09:36.485 --> 00:09:40.488 or stolen and you want to get it suspended because of, security, 00:09:40.591 --> 00:09:42.394 Duke: variables 00:09:42.618 --> 00:09:47.368 Michele: it's been suspended, um, there's disconnect, , transfer liability, 00:09:47.518 --> 00:09:52.541 ports , and the list goes on, but those are all workflows that must be managed 00:09:52.561 --> 00:09:54.411 within the enterprise for those devices. 00:09:54.779 --> 00:09:57.149 CJ: I remember when I was in, um, enterprise it. 00:09:57.826 --> 00:10:01.676 and this is, I don't call it 10 years ago, uh, and we were 00:10:01.676 --> 00:10:03.466 managing like a fleet of device. 00:10:03.466 --> 00:10:03.616 Right. 00:10:03.616 --> 00:10:07.586 And honestly, that, that became like one of the biggest things that we did, 00:10:07.586 --> 00:10:12.036 because it was in that time period , where smartphones were really coming of age. 00:10:12.046 --> 00:10:12.266 Right. 00:10:12.266 --> 00:10:15.596 And you could start to do so much more with the phone than you could 00:10:15.596 --> 00:10:18.426 before, because everything prior to that was really just a BlackBerry. 00:10:18.786 --> 00:10:21.376 BlackBerrys were great, but They were just email devices, right? 00:10:21.376 --> 00:10:23.816 But then iPhone came around and everyone wants an iPhone. 00:10:23.826 --> 00:10:26.286 They got apps and so on and so forth. 00:10:26.286 --> 00:10:28.036 And they're not all everyone's got an iPhone. 00:10:28.686 --> 00:10:30.716 And then there's the iPads, right? 00:10:30.716 --> 00:10:33.919 And then those come out and the company that I work for is very 00:10:33.919 --> 00:10:35.829 much a white collar executive heavy. 00:10:36.099 --> 00:10:37.779 And so everybody wanted the new tech. 00:10:37.789 --> 00:10:40.409 And so the struggle we always had. 00:10:40.704 --> 00:10:44.124 Was managing a lot of those workflows that you just mentioned, not just 00:10:44.194 --> 00:10:47.284 like, you know, the onboarding and then, waiting for it to come back. 00:10:47.294 --> 00:10:52.064 But what happens if one of these things gets lost or what happens if someone's 00:10:52.064 --> 00:10:54.174 traveling and it stops working? 00:10:54.174 --> 00:10:56.424 How do we like shut that thing off? 00:10:56.424 --> 00:10:57.834 How do we get a new one out there? 00:10:57.834 --> 00:10:59.174 How do we even track it? 00:10:59.404 --> 00:11:00.874 You know, a whole lot of those things, right? 00:11:00.874 --> 00:11:03.384 That it seems like SACON is really solved. 00:11:03.399 --> 00:11:06.753 That, back in my day, you know, we were doing manually. 00:11:07.083 --> 00:11:09.473 And so, you know, I hear it. 00:11:09.983 --> 00:11:12.293 Duke: That manually part though is huge. 00:11:12.343 --> 00:11:15.203 And this is another thing that's like why I say kind of just one of those apps. 00:11:15.249 --> 00:11:17.209 I stopped got to be involved in this. 00:11:17.288 --> 00:11:20.468 Because, Michelle, tell us like how bad it is out there. 00:11:20.568 --> 00:11:23.808 Like when we say it's manual stuff, like all that stuff we just talked 00:11:23.808 --> 00:11:25.758 about for ten whole minutes, right? 00:11:27.358 --> 00:11:28.598 It's all manual. 00:11:28.758 --> 00:11:30.478 And tell us how bad it is though. 00:11:30.628 --> 00:11:30.898 Michele: I will. 00:11:30.928 --> 00:11:31.218 I will. 00:11:31.218 --> 00:11:34.298 But by the way, like the devices have gotten cooler, and more exciting. 00:11:34.308 --> 00:11:39.138 But if you look at how they're managed, right, it's still manual, Corey. 00:11:39.148 --> 00:11:42.318 So, um, kind of a newsflash and you're right. 00:11:42.348 --> 00:11:47.488 I mean, these enterprises find themselves in a lot of pain, So if you would 00:11:47.488 --> 00:11:52.148 ever do this kind of inside look right within the inner workings of an 00:11:52.158 --> 00:11:56.618 enterprise, what you would find is a lot of frustration and a lot of chaos. 00:11:57.093 --> 00:11:59.113 And a lot of decentralization. 00:11:59.223 --> 00:12:01.923 So, remember all those different device types. 00:12:01.943 --> 00:12:04.133 They each have their own device life cycle. 00:12:04.333 --> 00:12:09.713 They each have their own set of vendors, contracts, service providers, carriers. 00:12:09.763 --> 00:12:11.253 And I'm just going to pause at carriers. 00:12:11.653 --> 00:12:15.073 Because think about any device that's connected, which simply means it's 00:12:15.133 --> 00:12:17.813 connected to a carrier service, right? 00:12:18.738 --> 00:12:25.138 each carrier, has its own portal, its own set of data, its own regulations. 00:12:25.398 --> 00:12:30.118 And if you're talking about a global client now, just imagine how many 00:12:30.268 --> 00:12:34.138 interfaces or integrations you would need to do to pull in all of this 00:12:34.138 --> 00:12:35.828 information about all of your devices. 00:12:36.384 --> 00:12:39.444 So take a, enterprise that might be in 40 countries. 00:12:39.654 --> 00:12:44.034 Now you're looking at, you know, 40 to 50 carriers, That's providing 00:12:44.034 --> 00:12:47.414 services to these different devices in your organization. 00:12:47.574 --> 00:12:49.164 How do you get all that data? 00:12:49.164 --> 00:12:51.664 And then how do you get all that data into a single place? 00:12:51.964 --> 00:12:53.124 And they basically can't. 00:12:53.154 --> 00:12:57.144 So what they find themselves in is this very decentralized environment where 00:12:57.144 --> 00:13:02.254 they have many different departments or groups or by country that's trying 00:13:02.254 --> 00:13:03.974 to manage all of this manually. 00:13:03.994 --> 00:13:05.354 They're getting in spreadsheets. 00:13:05.354 --> 00:13:06.224 They have their own. 00:13:06.314 --> 00:13:09.263 processes and tools and things like that. 00:13:09.513 --> 00:13:11.663 And so when these clients are coming to us, they're like, 00:13:11.663 --> 00:13:13.803 basically, like, help us, right? 00:13:13.803 --> 00:13:17.863 Because they absolutely in order to be able to manage 00:13:17.903 --> 00:13:19.973 enterprise mobility effectively. 00:13:20.313 --> 00:13:25.143 And obviously effectively in service now, you have to be able to centralize 00:13:25.143 --> 00:13:29.553 this data and to do it on your own is, basically simply impossible. 00:13:29.938 --> 00:13:29.998 Duke: Silence. 00:13:30.063 --> 00:13:30.363 CJ: Yeah. 00:13:30.363 --> 00:13:35.053 So you just described the company that I used to work in when I said enterprise 00:13:35.213 --> 00:13:37.033 IP, we're a multinational company, right? 00:13:37.033 --> 00:13:38.733 We had offices across the world. 00:13:38.763 --> 00:13:40.996 And, as you know, once you start going. 00:13:41.074 --> 00:13:41.844 outside the U. 00:13:41.844 --> 00:13:42.154 S. 00:13:42.464 --> 00:13:45.354 The number of carriers, , really multiplies. 00:13:45.394 --> 00:13:51.354 And so we had a person who was responsible for telecom and basically the Americas 00:13:51.354 --> 00:13:54.064 rice and from Canada down all the way down to the tip of South America. 00:13:54.314 --> 00:13:56.074 That was pretty easy to do, right? 00:13:56.074 --> 00:14:00.604 Because America has like, I don't know, for the big or whatever is really easy 00:14:00.604 --> 00:14:02.794 to standardize on 1 or 2 of those. 00:14:02.828 --> 00:14:05.598 Canada has 1 that you can standardize so on and so forth. 00:14:05.598 --> 00:14:05.808 Right? 00:14:05.978 --> 00:14:07.884 Then you can go over to like, a Mia. 00:14:07.884 --> 00:14:08.064 Yeah. 00:14:08.124 --> 00:14:08.374 Right. 00:14:08.374 --> 00:14:13.064 And each one of those like little places that would be a state in America is a 00:14:13.074 --> 00:14:17.778 country, And it's really prevalent to go back and forth across country lines. 00:14:18.088 --> 00:14:21.238 In the course of a day and switch carriers back and forth. 00:14:21.238 --> 00:14:22.178 And so not only. 00:14:22.363 --> 00:14:24.983 We were managing the carriers, we were managing the carriers according 00:14:24.983 --> 00:14:27.303 to roaming rates as well, right? 00:14:27.303 --> 00:14:30.093 Because you want it to be on the carrier that had the right amount 00:14:30.093 --> 00:14:34.233 of coverage in the right spot with the least amount of roaming charges. 00:14:34.319 --> 00:14:37.519 and, and, you know, and we would see that you multiply that across however 00:14:37.519 --> 00:14:39.709 many countries there are in the world. 00:14:40.339 --> 00:14:44.293 And yes, we did have an entire team that was doing this. 00:14:44.593 --> 00:14:45.533 It was manual. 00:14:45.533 --> 00:14:47.023 They were using spreadsheets. 00:14:47.363 --> 00:14:51.323 , each country or each region did have their own processes, and they 00:14:51.323 --> 00:14:53.623 did collaborate vaguely and barely. 00:14:53.813 --> 00:14:54.083 Right. 00:14:54.083 --> 00:14:55.753 And it was always a challenge. 00:14:55.763 --> 00:14:59.263 So everything you said, I can completely and totally validate 00:14:59.443 --> 00:15:01.013 was the state of enterprise. 00:15:01.043 --> 00:15:01.193 I. 00:15:01.193 --> 00:15:01.403 T. 00:15:01.403 --> 00:15:02.603 The last time I was in it. 00:15:03.043 --> 00:15:03.453 Michele: Right? 00:15:04.223 --> 00:15:08.253 Duke: just imagine the pain, like, There's more and more of these devices coming out. 00:15:08.283 --> 00:15:11.493 We're buying more and more of them, their assets, are they not? 00:15:11.683 --> 00:15:12.303 CJ: Yep. 00:15:12.953 --> 00:15:15.808 Duke: And, it's not just the black rectangle sitting in my pocket. 00:15:15.868 --> 00:15:18.898 It's the service line that's part of that as well, right? 00:15:18.898 --> 00:15:19.428 They're both assets. 00:15:20.193 --> 00:15:20.253 Silence. 00:15:20.516 --> 00:15:20.796 Michele: That's right. 00:15:20.956 --> 00:15:26.033 And actually, I'm going to tell you why that carrier information that we get in. 00:15:26.073 --> 00:15:29.403 Actually is so important to the asset, because 1 might immediately 00:15:29.403 --> 00:15:31.163 think of, oh, it's the service. 00:15:31.183 --> 00:15:34.493 There's a plan and the enterprise is getting charged for it. 00:15:34.783 --> 00:15:38.333 By the way, that's a big piece of our product and solution and service. 00:15:38.383 --> 00:15:42.603 But it's also really important being able to create and maintain 00:15:42.643 --> 00:15:44.163 accurate asset information. 00:15:44.713 --> 00:15:47.343 So maybe this will blow your mind a little bit, because I think lots 00:15:47.343 --> 00:15:49.173 of people think, oh, it's a laptop. 00:15:49.183 --> 00:15:50.373 Oh, it's a smartphone. 00:15:50.743 --> 00:15:55.183 And there might be 1 source that makes up an accurate asset record 00:15:55.183 --> 00:16:00.013 inside the surface now inside the, but I'm here to tell you that it's not. 00:16:00.523 --> 00:16:03.493 It's actually a representation. 00:16:03.818 --> 00:16:09.138 Of multiple data sources that make up an accurate device asset or service line 00:16:09.178 --> 00:16:11.638 asset, and I'll give you some examples. 00:16:11.868 --> 00:16:15.598 1 of the key data sources, ? Is HR information or people information? 00:16:15.598 --> 00:16:16.688 Why is that important? 00:16:16.804 --> 00:16:22.004 Because typically all of these devices, Are assigned to someone most 00:16:22.004 --> 00:16:23.674 likely an end user and an employee. 00:16:23.944 --> 00:16:27.134 And it's really important to have that association for many things. 00:16:27.514 --> 00:16:28.764 End user experience. 00:16:29.177 --> 00:16:31.944 Employee satisfaction help desk calls. 00:16:32.481 --> 00:16:37.791 but also from a auditing perspective, how many active devices do you have out there? 00:16:37.848 --> 00:16:40.568 active lines associated to an active user. 00:16:40.808 --> 00:16:42.848 So that connection is really important. 00:16:42.858 --> 00:16:47.268 So that's 1 data source that we pull in to our SACON device platform to start 00:16:47.278 --> 00:16:49.388 reconciling the device information. 00:16:49.568 --> 00:16:55.218 We also pull in daily, through API integration feeds from the MDM and 00:16:55.218 --> 00:17:00.673 UEM, um, Clients that are installed on those devices, and that brings into our 00:17:00.673 --> 00:17:06.069 platform really valuable information about device attributes, The status of 00:17:06.069 --> 00:17:10.543 the device, confirming the number, the serial number, things like that, but 00:17:10.543 --> 00:17:15.123 also from a security and the compliance perspective, enterprises really want 00:17:15.123 --> 00:17:17.563 to know, are all my devices protected? 00:17:17.613 --> 00:17:19.363 Do they all have the client running on them? 00:17:19.513 --> 00:17:21.263 When was the last time that they logged in? 00:17:21.303 --> 00:17:22.443 So that's really important. 00:17:22.843 --> 00:17:23.323 And then. 00:17:23.793 --> 00:17:24.343 Yeah, sorry, 00:17:24.553 --> 00:17:27.613 Duke: Sorry, like, but how are they doing that in service 00:17:27.633 --> 00:17:29.223 now, right now, without SACON? 00:17:30.043 --> 00:17:31.773 Michele: they're not right. 00:17:31.773 --> 00:17:33.263 and that is the problem. 00:17:33.283 --> 00:17:37.373 And when we're talking to enterprises that have invested in service now, 00:17:37.623 --> 00:17:41.433 and I think, you know, really expected service now to, you know, maybe 00:17:41.433 --> 00:17:45.883 magically be able to do it day 2, they wake up and find themselves with a 00:17:45.893 --> 00:17:47.623 big challenge on their hand because. 00:17:48.288 --> 00:17:52.628 When they want to centralize their assets, they are definitely thinking 00:17:52.628 --> 00:17:56.978 it's going to include enterprise mobility mobility devices, but it's 00:17:57.058 --> 00:18:01.728 extremely complicated to get accurate asset information in there without a 00:18:01.728 --> 00:18:07.218 platform like that goes out and discovers and ingest all of these different data 00:18:07.218 --> 00:18:09.788 sources that we bring into our system. 00:18:10.108 --> 00:18:14.818 Take those data sources, reconcile them, find dispute, find discrepancies, 00:18:14.868 --> 00:18:20.478 close those gaps and then provide service now with real accurate. 00:18:20.928 --> 00:18:24.664 And a real source of truth for their, asset information about mobility devices. 00:18:25.204 --> 00:18:29.004 CJ: can I tell you how cool it is and how cool you have to, you know, I'm 00:18:29.004 --> 00:18:33.014 sure you all feel when someone asks, how do you do that without your product? 00:18:33.644 --> 00:18:36.344 And the answer to that is you don't 00:18:38.699 --> 00:18:42.839 Duke: I was sat down and like, thought about like, put a serious amount of 00:18:42.839 --> 00:18:44.659 thought into what it would be like. 00:18:44.984 --> 00:18:46.701 What would I do to just say like, screw it. 00:18:46.701 --> 00:18:47.531 I'm going to do myself. 00:18:47.688 --> 00:18:52.328 it's just, it's like the biggest ServiceNow thing I have ever seen. 00:18:52.984 --> 00:18:55.714 To do this on your own would be the biggest, let's just like break it 00:18:55.714 --> 00:18:57.264 down just a couple of ways, right? 00:18:57.354 --> 00:19:01.624 It's just, okay, so SACON goes and they integrate with all the carriers 00:19:01.624 --> 00:19:03.174 and all the service providers, right? 00:19:03.274 --> 00:19:06.284 So dozens, hundreds of bidirectional integrations, 00:19:06.471 --> 00:19:07.251 Michele: Yeah, I mean, 00:19:07.731 --> 00:19:08.431 Duke: crazy. 00:19:08.641 --> 00:19:11.081 Michele: yeah, it depends on the enterprise, but yeah, but you're talking 00:19:11.081 --> 00:19:17.194 about, a smaller enterprise, Might have five, 10, 000 devices, But then you're 00:19:17.194 --> 00:19:21.494 talking also about the enterprises that have a hundred thousand devices or more. 00:19:21.914 --> 00:19:27.721 And each one of those, has all the different workflows that have, 00:19:27.784 --> 00:19:30.931 hundreds of different, service providers and carriers that you need 00:19:30.931 --> 00:19:32.581 to connect with to get the data. 00:19:33.261 --> 00:19:34.221 So it's vast. 00:19:35.621 --> 00:19:39.381 Duke: getting, getting everything onto a unified data model on top of that, right? 00:19:39.381 --> 00:19:42.271 Because it's not like everybody, all these people track it the same way. 00:19:43.531 --> 00:19:45.211 it's mind boggling, mind boggling. 00:19:45.578 --> 00:19:48.878 CJ: What I love about it, though, is that it accentuates all the benefits 00:19:48.878 --> 00:19:53.508 of a ServiceNow platform, that common model that ServiceNow has, being 00:19:53.508 --> 00:19:55.678 able to pull in all this data, right? 00:19:55.718 --> 00:19:58.818 Across all these different types of, , use cases. 00:20:00.218 --> 00:20:04.938 Organizing it as Michelle, like you said, the amdb, which I've never heard 00:20:04.938 --> 00:20:06.518 it referred to that way, but I love it. 00:20:06.518 --> 00:20:08.688 I'm going to probably use that going forward, right? 00:20:08.688 --> 00:20:10.018 Like the asset management database. 00:20:10.038 --> 00:20:13.748 and, you know, I haven't normalized in that across not just one country, right? 00:20:13.748 --> 00:20:18.394 Normalize that across higher operation, and then attacking workflows on that, 00:20:18.584 --> 00:20:21.178 you know, having the integrations, as you mentioned, Robert, like 00:20:21.178 --> 00:20:24.913 underlying all of that and driving the state models and the, um. 00:20:25.093 --> 00:20:29.313 Um, and keeping the data up to date, like all of that is what service 00:20:29.343 --> 00:20:31.923 now was born and bred for, right? 00:20:32.033 --> 00:20:34.873 Duke: the, the, the, the customer experience too. 00:20:34.873 --> 00:20:35.193 Right? 00:20:35.216 --> 00:20:37.616 when we think about mobility, we just think about that 00:20:37.896 --> 00:20:40.636 one catalog item from 1912. 00:20:42.981 --> 00:20:46.981 You know, do you want your iPhone five and coal powered or wood pellet powered? 00:20:49.891 --> 00:20:52.921 And it's just like, it's just like the one device, but then you have, 00:20:52.931 --> 00:20:57.921 you think about all those services, Michelle mentioned and mind screw here. 00:20:58.231 --> 00:21:01.631 Like how would you even contend with a product catalog that size? 00:21:02.551 --> 00:21:05.161 Like when they're putting out new phones every quarter and it's just. 00:21:05.686 --> 00:21:07.096 CJ: yeah, that's a good question, right? 00:21:07.096 --> 00:21:09.026 Like, how would you keep up, right? 00:21:09.026 --> 00:21:11.026 Because everything is BYOB now. 00:21:11.199 --> 00:21:14.439 And there are so many different types of phones out there. 00:21:14.629 --> 00:21:20.039 How would you support a one plus phone and an Apple iPhone and a pixel and a 00:21:20.099 --> 00:21:23.559 Samsung and a LG LG is gone now, right? 00:21:23.559 --> 00:21:25.789 Like, so how do you support a legacy LG phone? 00:21:26.009 --> 00:21:26.269 Right. 00:21:26.269 --> 00:21:29.669 Like, you know, you've got all of these, these different possibilities, right? 00:21:29.669 --> 00:21:29.909 Like it. 00:21:29.909 --> 00:21:29.979 But. 00:21:30.294 --> 00:21:32.264 Michele: I mean, one of them has like a different policy and 00:21:32.274 --> 00:21:33.974 eligibility rules and things 00:21:34.044 --> 00:21:35.434 Duke: Oh, eligibility. 00:21:37.254 --> 00:21:38.544 Like a whole other can of worms. 00:21:38.644 --> 00:21:39.634 Michele: That's your favorite topic. 00:21:39.634 --> 00:21:39.714 I 00:21:39.834 --> 00:21:40.244 Duke: Yeah. 00:21:40.814 --> 00:21:41.314 Michele: I liked it. 00:21:41.324 --> 00:21:41.864 You're right. 00:21:41.864 --> 00:21:45.094 it's a, it's a service that I can tell you that enterprise is 00:21:45.104 --> 00:21:47.164 gladly outsourced to us, right. 00:21:47.454 --> 00:21:49.369 About managing the product catalog. 00:21:49.609 --> 00:21:52.479 Um, a lot of the product catalog is built from their current 00:21:52.479 --> 00:21:55.759 contracts that they have with the carriers and the service providers. 00:21:56.069 --> 00:22:01.159 And to your point, we build a very diverse product catalog for them that can contain 00:22:01.379 --> 00:22:05.299 all of these different device types, where they're coming from, what the price 00:22:05.319 --> 00:22:07.239 is, the features and things like that. 00:22:07.599 --> 00:22:11.179 And then we work with the clients to determine what the policies are. 00:22:11.464 --> 00:22:14.564 For retiring devices and then bringing a new ones. 00:22:14.774 --> 00:22:18.454 So we have some clients that, the day that, the iPhone 15 comes out, they 00:22:18.454 --> 00:22:20.024 want it to show up in their catalog. 00:22:20.168 --> 00:22:22.838 And that's the beauty of our, integration back to service. 00:22:22.838 --> 00:22:24.841 Now, it's a bit of a, marriage made in heaven. 00:22:24.841 --> 00:22:28.401 It's the best of both worlds because our scoped app, right. 00:22:28.401 --> 00:22:32.651 Our integration back to service now is nothing without the powerful 00:22:32.691 --> 00:22:35.221 engine of the SACON device platform. 00:22:35.551 --> 00:22:37.601 And they really work in conjunction together. 00:22:37.611 --> 00:22:40.141 So you can think about the SACON device platform. 00:22:40.386 --> 00:22:44.886 As working extremely hard on behalf of the enterprise, to create and manage this 00:22:44.896 --> 00:22:50.176 product catalog, , pull in all the data that you need and into our platform and 00:22:50.176 --> 00:22:56.429 then render, The really important data that's already cleansed and reconciled 00:22:56.729 --> 00:22:59.799 and that will fit into the service. 00:22:59.799 --> 00:23:02.059 Now, a data model, right? 00:23:02.394 --> 00:23:08.524 And, that enterprises once in service now for asset management, but then Rob, as 00:23:08.524 --> 00:23:13.068 you were mentioning, very important as well is the self service experience and 00:23:13.068 --> 00:23:17.278 having that accurate asset information, having the latest and greatest product 00:23:17.598 --> 00:23:22.158 catalog information about the latest devices or devices that have been retired. 00:23:22.468 --> 00:23:26.518 The eligibility rules, all of those different workflows from those library 00:23:26.518 --> 00:23:31.068 of transactions, having that all, in a nice, package with the bow on 00:23:31.068 --> 00:23:34.808 it and service now is exactly what these enterprises are looking for. 00:23:36.026 --> 00:23:39.156 CJ: there's exactly what these enterprises are looking for. 00:23:39.156 --> 00:23:41.946 I was actually going to say something else, but I want to, I want to key in 00:23:41.966 --> 00:23:43.876 on that last part of that statement. 00:23:43.876 --> 00:23:44.096 Right? 00:23:44.096 --> 00:23:49.019 Because, what enterprises are often hit with is the question, on whether 00:23:49.019 --> 00:23:51.359 or not they should build it or buy it. 00:23:51.516 --> 00:23:56.199 And I think what SACON answers here is that, If you want scale, 00:23:56.239 --> 00:24:00.429 well, say what SACON answers is what scale can do for you, right? 00:24:00.459 --> 00:24:05.259 And why sometimes it's worth it to buy the thing instead of trying to 00:24:05.259 --> 00:24:07.199 build the thing on your own, right? 00:24:07.349 --> 00:24:10.569 But because SACON has so many different customers, right? 00:24:11.169 --> 00:24:15.699 By the service to so many different enterprises, you guys are doing all the 00:24:15.699 --> 00:24:20.779 hard work, all the lead work of keeping everything up to date, managing all of the 00:24:20.779 --> 00:24:24.629 interactions with the phone makers and the carriers and all of those things, right? 00:24:24.629 --> 00:24:25.259 Like your. 00:24:25.281 --> 00:24:28.041 Putting your folks to use to do that part of it, right? 00:24:28.041 --> 00:24:31.551 And scaling because you have so many different customers so that me as an 00:24:31.551 --> 00:24:34.601 enterprise, like admin, if I come to you and say, Hey, yeah, why don't you 00:24:34.601 --> 00:24:38.921 say con is plug and play, Like I didn't have to build those integrations. 00:24:38.941 --> 00:24:42.951 I didn't have to determine like, what phones I'm willing to actually 00:24:42.981 --> 00:24:44.321 support any of that stuff, right? 00:24:44.321 --> 00:24:48.151 Like I've got a ready built database that you guys are just providing as a service. 00:24:48.381 --> 00:24:50.161 This is what the cloud is about, right? 00:24:50.161 --> 00:24:51.481 Like this is what as a service. 00:24:51.756 --> 00:24:52.026 Scenes. 00:24:52.026 --> 00:24:52.396 I love 00:24:53.606 --> 00:24:55.926 Michele: I mean, I gotta say, I like the enthusiasm. 00:24:56.106 --> 00:24:57.746 I mean, I think it's a no brainer. 00:24:57.816 --> 00:25:01.356 and I, you know, we have a lot of clients that agree with us and you're so right. 00:25:01.396 --> 00:25:02.686 I mean, it's basically. 00:25:03.076 --> 00:25:08.766 Choosing between out of the box API integration, out of the box workflows 00:25:08.776 --> 00:25:11.946 that, where you can automatically, you know, automate your ServiceNow 00:25:11.946 --> 00:25:17.443 workflows, out of the box, catalog items, out of the box product catalog, versus 00:25:17.713 --> 00:25:21.823 having to, you know, not just build all of that on your own in ServiceNow, 00:25:21.873 --> 00:25:25.873 but to your point, , then trying to somehow build those integrations to 00:25:25.873 --> 00:25:30.658 those, dozens and sometimes hundreds Of different, data sources, right? 00:25:30.658 --> 00:25:32.558 Or service providers, vendors, carriers. 00:25:33.508 --> 00:25:37.008 And also what I've learned too is, and you guys probably know, you know, 00:25:37.008 --> 00:25:40.508 better than me is that these service now developers are in high demand. 00:25:40.548 --> 00:25:40.908 Right? 00:25:40.958 --> 00:25:41.558 And so. 00:25:42.171 --> 00:25:43.459 CJ: the 00:25:43.473 --> 00:25:48.909 Michele: And so what I have found is that clients are delighted, When they, see that 00:25:48.909 --> 00:25:53.479 there's a out of the box solution that can still be customized to their environment. 00:25:53.509 --> 00:25:54.379 Absolutely. 00:25:54.609 --> 00:25:58.449 But that SACON actually does the work on, on behalf of them. 00:25:58.846 --> 00:26:00.226 CJ: all of that, cause you're right. 00:26:00.266 --> 00:26:03.426 I mean, it is really hard to find a good, talented folks in the 00:26:03.426 --> 00:26:04.746 service dot ecosystem, right? 00:26:04.746 --> 00:26:08.496 Enough of them to build this especially right. 00:26:08.866 --> 00:26:13.546 Michele: I found is that they have their ServiceNow developers, , very experienced. 00:26:14.011 --> 00:26:16.831 But they have a long list of projects, right? 00:26:17.131 --> 00:26:19.701 And the fact that they don't have to put this on their long list of 00:26:19.701 --> 00:26:22.318 projects, Is a perk for the enterprise. 00:26:22.853 --> 00:26:23.153 CJ: yeah. 00:26:23.153 --> 00:26:25.733 And, and the fact that they don't have to inherit the maintenance of it too. 00:26:25.733 --> 00:26:27.811 Like we talked a lot about like you all building. 00:26:28.071 --> 00:26:30.471 At all, but you also maintain it over time, right? 00:26:30.471 --> 00:26:32.791 And, and look, if you're a techie, right? 00:26:32.791 --> 00:26:35.021 Like the last thing you want to do is actually maintain the 00:26:35.021 --> 00:26:36.021 stuff that you build, right? 00:26:36.121 --> 00:26:38.871 There's a whole problem with that in Google culture, right? 00:26:38.871 --> 00:26:41.931 Where folks build stuff and then, just to get the promotion and move away from, and 00:26:41.931 --> 00:26:44.501 that's why they closed so many, , shut down so many different products, right? 00:26:44.731 --> 00:26:46.271 It happens everywhere. 00:26:46.271 --> 00:26:49.131 everybody wants to chase the new and shiny and tech, right? 00:26:49.131 --> 00:26:50.741 So, you know, this. 00:26:50.741 --> 00:26:51.041 See. 00:26:51.261 --> 00:26:52.621 Michele: it really makes everyone happy. 00:26:52.631 --> 00:26:57.744 Meaning, I think the office of the CIO, when they see the scoped app in 00:26:57.794 --> 00:27:02.734 action, and really being able to bring in data that can centralize their IT 00:27:02.744 --> 00:27:07.674 assets, when it brings in data and automates the workflows to allow them 00:27:07.674 --> 00:27:12.701 to provide their employees one place a seamless experience to be able to, manage 00:27:12.731 --> 00:27:17.291 everything it, including enterprise mobility, they feel like they're making 00:27:17.291 --> 00:27:19.841 the most out of their significant service. 00:27:19.841 --> 00:27:24.398 Now, investment and on the business side, They can leverage our SACON 00:27:24.398 --> 00:27:27.218 device platform to be able to. 00:27:27.523 --> 00:27:33.129 See a very complete end to end picture, Of their ecosystem, right? 00:27:33.159 --> 00:27:36.613 Of their end to end enterprise mobility, And that's really 00:27:36.613 --> 00:27:37.683 important to them, right? 00:27:37.693 --> 00:27:41.903 To understand not just the asset part, but the expenses. 00:27:42.158 --> 00:27:42.658 CJ: Yes. 00:27:42.843 --> 00:27:43.053 Michele: right. 00:27:43.683 --> 00:27:46.936 And, and, and to be able to optimize, all of the services that 00:27:46.946 --> 00:27:49.886 they're getting from all of their carriers and service providers. 00:27:50.441 --> 00:27:51.941 CJ: And cyber security too, right? 00:27:51.941 --> 00:27:54.851 Like, I'm sure that's a big driver nowadays as well, because I 00:27:54.851 --> 00:27:58.341 remember, like I said, years ago, that that was 1 of the things that 00:27:58.341 --> 00:28:02.381 we were that would, metaphorically keep us up at night about, right? 00:28:02.381 --> 00:28:05.481 Let's say what happens if 1 of these folks who's the key to our, 00:28:05.481 --> 00:28:07.411 enterprise loses their phone, right? 00:28:07.411 --> 00:28:11.401 And this is before we had MDM and then even after, phones loss, if you 00:28:11.401 --> 00:28:15.611 get their Rolodex, so to speak, or their email box, you could do some 00:28:15.611 --> 00:28:19.091 serious damage to, to our business because it was largely a people 00:28:19.091 --> 00:28:21.381 business, Relationships hand to hand. 00:28:21.611 --> 00:28:24.951 And so that contact information was very valuable and. 00:28:25.241 --> 00:28:29.091 This ability, to manage that end to end, shut those things off, wipe them, 00:28:29.301 --> 00:28:33.181 know where they are, know how they relate to people, whether or not those people 00:28:33.181 --> 00:28:36.261 are still employed with you, whether they're, you know, off boarding with you 00:28:36.261 --> 00:28:38.441 anytime soon, all of those things, right. 00:28:38.441 --> 00:28:42.534 Being able to manage that without having to, build all of that out house. 00:28:42.534 --> 00:28:45.594 I think is a great selling point and driving feature. 00:28:45.694 --> 00:28:49.264 Michele: Yeah, what drives the enterprise when it comes to devices is obviously it 00:28:49.264 --> 00:28:52.434 enables their employees to work, right? 00:28:52.464 --> 00:28:57.934 That's what that devices do nowadays, but they care about employee experience. 00:28:57.964 --> 00:29:02.464 And to your point, they also care about security and data security 00:29:02.824 --> 00:29:05.758 and compliance, especially in the healthcare industry, right? 00:29:05.928 --> 00:29:09.708 So that's definitely in the top 5 priorities for them. 00:29:09.968 --> 00:29:14.478 And then I am seeing again, as I mentioned before, this trend of also sustainability, 00:29:14.518 --> 00:29:16.088 And the impact on the environment. 00:29:16.634 --> 00:29:17.534 CJ: Oh, I love that too. 00:29:17.714 --> 00:29:18.484 Absolutely. 00:29:18.734 --> 00:29:19.454 Absolutely. 00:29:19.674 --> 00:29:22.584 the 1 last thing I want to, touch on that I was thinking about as, with some of 00:29:22.594 --> 00:29:27.398 the points that you, mentioned is that in my opinion, SACON really replicates 00:29:27.888 --> 00:29:32.273 the ServiceNow business model, ? And the way the ServiceNow Has become 00:29:32.273 --> 00:29:36.353 successful and for the reasons that ServiceNow has become successful is why 00:29:36.353 --> 00:29:39.323 I see Saan being successful as well. 00:29:39.323 --> 00:29:39.473 Right? 00:29:39.473 --> 00:29:44.213 Like ServiceNow gives you a platform to do work, and it provides a lot of 00:29:44.213 --> 00:29:48.713 the stuff to you out of the box that you otherwise have to build, yourself. 00:29:48.743 --> 00:29:50.903 And then it maintains those things as well. 00:29:50.973 --> 00:29:53.963 . It abstracts all of that hard work outta your hands. 00:29:54.288 --> 00:29:58.438 And just gives you the ability to engage with it and get the service 00:29:58.438 --> 00:30:02.128 right and not have to actually wonder how is working under the hood. 00:30:02.458 --> 00:30:04.998 Seikan feels almost exactly like that to me. 00:30:05.928 --> 00:30:06.408 Michele: That's a beautiful. 00:30:06.573 --> 00:30:07.073 Duke: Right. 00:30:07.133 --> 00:30:10.633 Like, isn't it everything that you imagined that you could put 00:30:10.643 --> 00:30:14.396 on service now, when you got service now, 10, 15 years ago. 00:30:14.686 --> 00:30:16.763 We didn't imagine all these mobile, workflows. 00:30:16.983 --> 00:30:20.269 But we imagined every other workflow and it would just, it would, it would 00:30:20.279 --> 00:30:22.309 be a great experience requesting it. 00:30:22.699 --> 00:30:24.249 It would automate a ton of stuff. 00:30:24.509 --> 00:30:27.349 And then we'd have all the data that we needed to make 00:30:27.349 --> 00:30:28.479 business decisions off of it. 00:30:28.479 --> 00:30:29.909 So it's like, that's what I love. 00:30:29.949 --> 00:30:30.249 Yeah. 00:30:30.349 --> 00:30:31.209 That's what I love about it. 00:30:31.209 --> 00:30:34.489 It's just, it's everything that ServiceNow should do. 00:30:34.519 --> 00:30:37.751 But the only complication here is that You've got to do it amongst 00:30:37.761 --> 00:30:41.371 dozens or hundreds of entities, and you've got to bring it back in 00:30:41.371 --> 00:30:43.061 some kind of unified data model. 00:30:43.861 --> 00:30:46.871 And I'm sorry, you just can't build that on your own. 00:30:47.139 --> 00:30:48.949 CJ: no, it goes back to the scale factor. 00:30:48.949 --> 00:30:49.309 Right 00:30:49.394 --> 00:30:51.704 Duke: just like, yeah, exactly. 00:30:51.714 --> 00:30:56.884 Why not get it from somebody who's been doing it already for like 20 years? 00:30:57.496 --> 00:30:59.436 CJ: now that I love this conversation, right? 00:30:59.436 --> 00:31:02.406 This conversation , there's so many jewels in it, right? 00:31:02.436 --> 00:31:05.536 Like if you're at home thinking about starting a company, right? 00:31:05.536 --> 00:31:09.066 Like starting a startup, there's so much here about like how. 00:31:09.536 --> 00:31:14.036 Product market fit scale, marketing, selling that back, you know, being 00:31:14.046 --> 00:31:15.436 useful, all of that stuff, right? 00:31:15.436 --> 00:31:18.726 Like you could just look, you could just listen to this conversation and 00:31:18.726 --> 00:31:22.566 find points about all of those things throughout the entire conversation. 00:31:22.566 --> 00:31:23.306 It's amazing. 00:31:23.798 --> 00:31:26.678 Duke: if you have a couple more minutes, Michelle, I wonder if you could tell us 00:31:26.678 --> 00:31:30.248 in a nutshell what a SACON implementation looks like for a net new customer. 00:31:33.088 --> 00:31:35.661 Michele: 1st of all, the audience probably has already figured out Is 00:31:35.661 --> 00:31:40.601 that the integration from service now back to our platform relies on, and it's 00:31:40.601 --> 00:31:42.761 dependent on the say, con device platform. 00:31:43.061 --> 00:31:46.441 So the implementation actually happens in parallel, right? 00:31:46.461 --> 00:31:48.791 So we're standing up that say, con device platform. 00:31:49.081 --> 00:31:53.121 On behalf of the enterprise, getting in all those data sources, building the, 00:31:53.178 --> 00:31:57.154 asset database, building the catalog, working with the client on all of those 00:31:57.154 --> 00:31:59.384 different requirements and business rules. 00:31:59.614 --> 00:32:02.351 And at the same time, we're installing the scoped application 00:32:02.351 --> 00:32:03.731 in their lower environment. 00:32:03.991 --> 00:32:05.861 We're getting it configured. 00:32:05.911 --> 00:32:08.954 We are customizing it according to, requirements. 00:32:09.424 --> 00:32:13.361 And, Because it's out of the box, And because the scoped app comes 00:32:13.671 --> 00:32:20.331 with, already built API integration workflows out of the box catalog items. 00:32:20.771 --> 00:32:23.281 They really don't have to start from scratch. 00:32:23.521 --> 00:32:27.801 And so our, our model and implementation strategy is to work with the 00:32:27.801 --> 00:32:30.371 client where , our SACON resources. 00:32:30.573 --> 00:32:35.933 do the install configuration of the scoped application and then package 00:32:35.933 --> 00:32:39.326 it and then work with their service now team to promote it to the higher 00:32:39.326 --> 00:32:40.916 environments and onto production. 00:32:41.274 --> 00:32:41.744 Duke: Awesome. 00:32:41.908 --> 00:32:43.788 we're kind of at our limit for recording time here. 00:32:43.788 --> 00:32:45.778 So I want to thank you for joining us, Michelle. 00:32:45.778 --> 00:32:46.588 Any last words? 00:32:46.989 --> 00:32:49.169 Michele: Well, 1st of all, it's been a real honor and pleasure. 00:32:49.179 --> 00:32:50.499 Thank you so much for having me. 00:32:50.519 --> 00:32:53.319 And I'll just say, I, think it was something that CJ 00:32:53.319 --> 00:32:55.709 had said about how SACON. 00:32:56.124 --> 00:32:57.404 Enable service now. 00:32:57.404 --> 00:33:00.614 And I really like, you know, sometimes you'll see a headline or tagline 00:33:00.634 --> 00:33:02.764 from us service now, plus SACON. 00:33:03.034 --> 00:33:07.221 I think what we do just, enables service now, and to me kind of makes 00:33:07.221 --> 00:33:08.861 their green just a little bit brighter. 00:33:09.098 --> 00:33:10.278 So thanks so much for having me. 00:33:11.098 --> 00:33:12.978 CJ: I love that they're green a little bit brighter. 00:33:12.978 --> 00:33:13.518 I love that. 00:33:14.408 --> 00:33:16.598 Duke: All right, folks, if you want to get in touch with Michelle at 00:33:16.598 --> 00:33:19.848 SACON, we are going to have links for that in the description below. 00:33:20.058 --> 00:33:21.418 Thank you so much for watching. 00:33:21.428 --> 00:33:24.238 We hope you're as excited as we are to introduce SACON to the 00:33:24.238 --> 00:33:27.118 ServiceNow ecosystem, and we will see you on the next one.