WEBVTT NOTE This file was generated by Descript 00:01:42.284 --> 00:01:43.144 CJ: All right, there we go. 00:01:45.454 --> 00:01:47.164 Duke: Alright, 00:01:49.624 --> 00:01:50.884 Corey, what are we talking about today? 00:01:51.634 --> 00:01:52.444 CJ: man Duke today. 00:01:52.444 --> 00:01:54.404 We got some extra special guests here. 00:01:54.434 --> 00:01:56.244 We got the vivid charts gang. 00:01:56.594 --> 00:01:58.614 We're going to talk about man. 00:01:58.614 --> 00:01:59.734 It keeps showing up, dude. 00:01:59.774 --> 00:02:01.134 Like just knocking on the door. 00:02:01.274 --> 00:02:02.064 Like, what are we going to do? 00:02:02.074 --> 00:02:02.714 We let them in. 00:02:02.724 --> 00:02:03.494 They're good folks. 00:02:03.979 --> 00:02:04.499 Duke: That's right. 00:02:06.419 --> 00:02:10.229 So as everybody knows, , there's the platform analytics experience. 00:02:10.659 --> 00:02:12.029 It's more than a workspace. 00:02:12.029 --> 00:02:12.749 It's an experience. 00:02:13.089 --> 00:02:16.879 , platform analytics workspace is going to be the new normal 00:02:17.289 --> 00:02:18.359 and sooner than you think, too. 00:02:18.359 --> 00:02:23.189 It's coming in 2025 and there is, , expectation that we should 00:02:23.199 --> 00:02:25.069 all start migrating to it. 00:02:25.289 --> 00:02:27.769 I've been really focusing on it. 00:02:28.039 --> 00:02:31.919 This tool for the past week or two, I really love it. 00:02:32.239 --> 00:02:36.789 Everything is going to be a okay, but we still can't discount the 00:02:36.789 --> 00:02:40.599 amount of work and preparation that we're all going to need to do in 00:02:40.609 --> 00:02:42.629 order to get onto this new normal. 00:02:42.699 --> 00:02:48.309 So I thought it would be nice to invite the team that has, in my estimation, spent 00:02:48.409 --> 00:02:52.049 the most amount of time trying to figure out , Really what is it going to take? 00:02:52.049 --> 00:02:56.299 So I've invited VividCharts and Rob, Mitch, if you could just maybe give a 00:02:56.299 --> 00:02:58.129 quick introduction of who VividCharts is. 00:02:58.469 --> 00:03:01.089 And then we'll jump right into your very special service offer. 00:03:02.159 --> 00:03:02.459 Mitch: Yeah. 00:03:02.459 --> 00:03:03.979 Thanks for having us on guys. 00:03:04.079 --> 00:03:05.019 Uh, appreciate it. 00:03:05.019 --> 00:03:06.949 I always love everything you guys put out. 00:03:06.949 --> 00:03:08.949 This is Mitch here at vivid charts. 00:03:09.439 --> 00:03:12.699 , the co founder with Rob and I'm the CEO. 00:03:12.699 --> 00:03:16.369 I focus more on the product and development side, , but really 00:03:16.369 --> 00:03:18.089 help anywhere and everywhere. 00:03:18.089 --> 00:03:20.979 And vivid charts, just a quick company background. 00:03:20.979 --> 00:03:24.979 We started in 2018, , really to help customers. 00:03:25.254 --> 00:03:29.634 Do everything they need in platform when it comes to taking advantage of your data. 00:03:30.094 --> 00:03:33.334 So this is the, this is what we've been grinding on since then. 00:03:33.444 --> 00:03:36.784 All the data, all the reporting all in platform. 00:03:36.784 --> 00:03:41.664 So anything that touches that is right in our wheelhouse, platform analytics, 00:03:42.154 --> 00:03:44.174 especially as a, in the wheelhouse. 00:03:44.194 --> 00:03:48.154 I'm sure we'll talk more about that later, but yeah, thanks again for having us on. 00:03:48.164 --> 00:03:49.614 And I'll let Rob give a background. 00:03:50.256 --> 00:03:53.416 Robert: Hey, appreciate,, the opportunity to come back on the show here. 00:03:53.426 --> 00:03:55.686 Rob Walsh, one of the founders of vivid charts. 00:03:55.696 --> 00:03:58.836 And I focus on our sales and go to market efforts as well as 00:03:59.236 --> 00:04:01.116 managing our current customers. 00:04:01.146 --> 00:04:06.666 And like Mitch said, we focus on reporting solutions directly out of service now. 00:04:06.676 --> 00:04:11.086 So trying to tap into that rich resource we all have in our instances, the 00:04:11.086 --> 00:04:14.596 data translating that into insights, but more importantly, Thank you. 00:04:14.861 --> 00:04:17.841 Duke, as you always talk about great outcomes that we 00:04:17.841 --> 00:04:19.221 can get from our reporting. 00:04:19.231 --> 00:04:23.621 So, you know, the upcoming transition for customers from out of the box reports 00:04:23.621 --> 00:04:27.941 and dashboards and performance analytics to the platform analytics experience 00:04:28.341 --> 00:04:30.041 is top of mind for our customers. 00:04:30.041 --> 00:04:33.581 So we're helping them through this transition and excited to share more 00:04:33.591 --> 00:04:35.621 about how on, uh, on the show today. 00:04:36.276 --> 00:04:39.526 Duke: Actually, before we jump into the platform analytics experience, , can you 00:04:39.526 --> 00:04:44.256 maybe give one or two examples of your core use cases where this is data that 00:04:44.256 --> 00:04:47.806 traditionally goes out of the ServiceNow platform, but because of your using 00:04:47.806 --> 00:04:50.186 VividCharts, you can keep the data in? 00:04:51.321 --> 00:04:53.671 Mitch: Yeah, without a doubt, though, we really like to think 00:04:53.671 --> 00:04:58.801 about reporting from a purpose standpoint and it could be tactical, 00:04:59.271 --> 00:05:01.701 it could be operational strategic. 00:05:02.131 --> 00:05:04.491 , , there's several different purposes and all of those come 00:05:04.491 --> 00:05:06.681 with different audiences as well. 00:05:07.211 --> 00:05:10.911 , so when customers have us, , to supplement out of the box reporting 00:05:10.911 --> 00:05:14.101 and performance analytics, , you really have the full suite. 00:05:14.151 --> 00:05:17.951 We focus more on that strategic and operational. 00:05:18.496 --> 00:05:20.226 Purpose type of report. 00:05:20.226 --> 00:05:24.016 So it's usually something that's happening at a regular cadence. 00:05:24.026 --> 00:05:27.186 You know what it is, you know who it's going to. 00:05:27.186 --> 00:05:30.656 And oftentimes that's leadership or stakeholders or customers. 00:05:31.156 --> 00:05:34.836 And so there's a quality expectation that comes with that 00:05:34.836 --> 00:05:36.576 from a presentation standpoint. 00:05:37.116 --> 00:05:41.176 , and along with that , sometimes , the data you need to present, it's tough 00:05:41.196 --> 00:05:43.406 to get to directly from a table. 00:05:43.911 --> 00:05:48.261 , so some examples of that, project management, just the SPM space in 00:05:48.261 --> 00:05:52.291 general, very important, , reports that come out of there and they 00:05:52.291 --> 00:05:53.921 go really high up the chain. 00:05:54.311 --> 00:05:55.621 So we do a lot with that. 00:05:55.621 --> 00:06:00.461 And, , specifically anytime you need to take one template and apply it 00:06:00.471 --> 00:06:03.341 to hundreds or thousands of records. 00:06:03.981 --> 00:06:05.601 , we do really, really well with that. 00:06:05.601 --> 00:06:07.911 We called that scaled report generation. 00:06:08.431 --> 00:06:12.841 And , we see that applied in the IT area as well, the ITSM. 00:06:13.212 --> 00:06:17.518 And , we really went a lot to with managed service providers who are, 00:06:17.618 --> 00:06:23.124 contractually obligated to, produce these oftentimes 30 to 50 slide decks 00:06:23.134 --> 00:06:24.944 for every one of their customers. 00:06:25.429 --> 00:06:26.879 Every month or a quarter. 00:06:27.309 --> 00:06:31.429 , historically that's taken a lot of manpower to manually brute force it. 00:06:31.627 --> 00:06:34.177 And with vivid charts, it's just happening automatically. 00:06:34.177 --> 00:06:37.105 They sent, their template up and those decks are ready to 00:06:37.115 --> 00:06:38.355 go whenever they need them. 00:06:38.737 --> 00:06:40.027 CJ: As somebody who. 00:06:40.027 --> 00:06:43.917 Values, , the recurring, , nature of reporting, the visibility 00:06:44.147 --> 00:06:46.137 into what's going on, but is. 00:06:46.427 --> 00:06:53.311 , severely, under talented when it comes to making anything look pretty when it 00:06:53.311 --> 00:06:57.611 comes to reporting, 1 of the things that I love about, vivid charts , is 00:06:57.611 --> 00:07:00.321 how it can take the service now data. 00:07:00.331 --> 00:07:04.141 That is very relevant to the day to day and actually, transform it into 00:07:04.141 --> 00:07:07.601 something that you can elevate up the chain without necessarily having 00:07:07.601 --> 00:07:10.701 to be , that PowerPoint guru, right? 00:07:10.751 --> 00:07:13.001 , and also without having to leave the system, right? 00:07:13.381 --> 00:07:17.704 , those are the things for somebody like me, who I'm often in front of a 00:07:17.754 --> 00:07:21.264 executive level stakeholder, trying to convey the value of the platform 00:07:21.604 --> 00:07:26.214 and, trying to take that data and drop it in Excel, which I'm not good 00:07:26.214 --> 00:07:29.774 at and then dropped in and take that to PowerPoint, which I'm also not good at. 00:07:29.964 --> 00:07:30.574 You see what I mean? 00:07:30.614 --> 00:07:33.954 Like now we're two levels away , from my strong suit, which is service now. 00:07:33.954 --> 00:07:37.574 And I think, with vivid charts, like it really does keep you a lot 00:07:37.574 --> 00:07:39.344 closer to your specialty, right? 00:07:39.344 --> 00:07:41.474 Where your area of strength, which is the platform. 00:07:42.404 --> 00:07:42.694 Mitch: Yeah. 00:07:43.094 --> 00:07:48.294 When you said the PowerPoint guru, my mind immediately went to, well, that's just 00:07:48.294 --> 00:07:52.964 one part of it and you expanded on it, but yeah, we always talk about the three 00:07:52.964 --> 00:07:58.164 Ds of operational reporting, it's the data, the design, and then the delivery. 00:07:58.164 --> 00:08:03.264 So in the example you laid out, , you're doing the data portion in Excel, the 00:08:03.264 --> 00:08:07.834 design portion in PowerPoint, and then you're probably delivering it, , in a 00:08:07.834 --> 00:08:12.334 very old school fashion, probably just email or a hard file of some sort. 00:08:12.334 --> 00:08:13.314 So very applicable. 00:08:14.414 --> 00:08:16.564 . Duke: So you've got this , fantastic platform. 00:08:16.724 --> 00:08:20.194 , I'm not being paid to say that I actually worked for vivid charts , for a time. 00:08:20.464 --> 00:08:28.934 , But now you are structuring a new service for ServiceNow customers and it's new 00:08:28.934 --> 00:08:33.064 and it's very timely and I'd love for you guys to tell us a little bit about that. 00:08:34.159 --> 00:08:38.899 Mitch: Yeah, it's very interesting because You know about VividCharts well enough. 00:08:38.989 --> 00:08:42.779 We are not going to be impacted by this migration. 00:08:42.789 --> 00:08:46.659 Like, we don't rely on ServiceNow's reporting, , or anything like that. 00:08:46.659 --> 00:08:50.599 And that is a conclusion people jump to when they ask, why are 00:08:50.599 --> 00:08:52.499 you getting involved in this? 00:08:53.089 --> 00:08:56.876 What does matter to VividCharts is the reputation of in platform 00:08:56.876 --> 00:08:58.366 reporting in ServiceNow. 00:08:58.456 --> 00:09:00.686 We need that to have a strong reputation. 00:09:01.106 --> 00:09:05.516 Because we're under that umbrella and what, we have slight concern 00:09:05.526 --> 00:09:08.246 about, but I think people are managing it well and we're helping 00:09:08.246 --> 00:09:10.192 them however they need us to is. 00:09:10.486 --> 00:09:15.446 It reminds me a little bit of ServiceNow picked up a lot of steam when Remedy 00:09:15.456 --> 00:09:20.326 forced its customers to migrate from their legacy system to their new system. 00:09:20.326 --> 00:09:22.956 And it was essentially a re implementation. 00:09:23.536 --> 00:09:27.906 , I don't want this migration to be even a small portion like that. 00:09:28.216 --> 00:09:30.636 And I don't think it will be because ServiceNow is a 00:09:30.636 --> 00:09:32.286 great migration tool for it. 00:09:32.452 --> 00:09:37.402 And we're trying to help with all of those other pieces, the cleanup, The strategy, 00:09:37.772 --> 00:09:41.709 the communication, which I think is the biggest portion and then the training on 00:09:41.709 --> 00:09:45.828 the backside of it so that these people's reputation when it comes to platform 00:09:45.828 --> 00:09:48.845 reporting doesn't drop even a little bit. 00:09:48.845 --> 00:09:50.445 It actually takes a step forward. 00:09:50.445 --> 00:09:54.715 So that really is our motivation is we want to make sure there's always going 00:09:54.715 --> 00:09:58.928 to be a good reputation around the end platform reporting with ServiceNow. 00:09:59.628 --> 00:10:02.308 , Robert: part of the relationship we have with our customers. 00:10:02.748 --> 00:10:06.148 Is we're looking at reporting across the whole platform and their 00:10:06.148 --> 00:10:08.228 reporting strategy holistically. 00:10:08.238 --> 00:10:11.492 So VividCharts is one piece to that puzzle, but the nature of 00:10:11.492 --> 00:10:14.652 our conversations look at the platform holistically and how 00:10:14.652 --> 00:10:16.092 reporting is being managed. 00:10:16.092 --> 00:10:21.472 So we know very well the way a certain customer is managing reporting access. 00:10:21.817 --> 00:10:26.987 How they clean up their reports over time, how they train their internal user base 00:10:26.987 --> 00:10:31.417 on how to use the reporting tool sets of the platform, vivid charts included. 00:10:31.687 --> 00:10:35.457 Those are a part of our cadence and conversation with our customers. 00:10:35.467 --> 00:10:39.527 So it's very natural for us to, bring information to the table on this 00:10:39.567 --> 00:10:43.297 upcoming migration and be a part of that conversation and dialogue on 00:10:43.297 --> 00:10:47.127 how they're going to move forward in a positive way with their user base. 00:10:47.137 --> 00:10:48.417 So they can take advantage. 00:10:48.957 --> 00:10:53.597 Of the new functionality without some of the headaches that could come if 00:10:53.597 --> 00:10:55.287 you're not on top of it going in. 00:10:56.562 --> 00:10:56.812 CJ: yes. 00:10:56.812 --> 00:10:59.252 And so what I'm hearing is that for vivid charts. 00:10:59.252 --> 00:11:00.782 This is more than reporting. 00:11:00.782 --> 00:11:05.642 This is vivid charts as your trusted advisor on reporting and data presentation 00:11:05.652 --> 00:11:10.602 in the service now environment and how we can help you, , get from the, 00:11:10.632 --> 00:11:14.122 legacy to the new, without having to endure all of those struggles 00:11:14.122 --> 00:11:17.492 that typically, , you encounter with any of these types of migrations. 00:11:18.287 --> 00:11:19.017 Robert: Definitely. 00:11:19.047 --> 00:11:21.937 And any change is also an opportunity, right? 00:11:22.093 --> 00:11:26.333 You have this migration, it has to happen, but there are some things that, You 00:11:26.333 --> 00:11:29.843 know, hypothetical can gets kicked down the road from when it comes to reporting 00:11:29.843 --> 00:11:34.153 where think about the massive volume of reports that get built in any service. 00:11:34.183 --> 00:11:39.393 Now, customer instance, how many of those get audited on a consistent basis? 00:11:39.800 --> 00:11:44.390 are you looking at which reports are actually being used on a consistent basis? 00:11:44.600 --> 00:11:49.480 What percentage of your user population is actively building reports on the platform 00:11:49.760 --> 00:11:51.900 even after you've trained them to do so? 00:11:51.900 --> 00:11:51.920 So. 00:11:52.945 --> 00:11:57.585 Where we started coming at this, CJ, like you said, it's from that advisor and 00:11:57.585 --> 00:12:02.025 strategy perspective, where this change is something you need to be prepared 00:12:02.025 --> 00:12:06.055 for, but it's also an opportunity to look at assessing your current reporting 00:12:06.055 --> 00:12:10.815 environment and your reporting user base, starting to clean up some of the things 00:12:10.815 --> 00:12:14.465 that might be long overdue, so you're not migrating things that just aren't 00:12:14.465 --> 00:12:19.288 actually being used, they're outdated, it's time to retire or, just flush them 00:12:19.288 --> 00:12:23.828 from the instance, And then for your user base, when they come over into the new 00:12:23.838 --> 00:12:28.498 platform, they need to have, training on how to use the new interface, your report. 00:12:28.498 --> 00:12:31.868 Consumers need to understand the new place they're supposed to go to get 00:12:31.868 --> 00:12:35.462 to, the reports , they're used to and relying on to make decisions for. 00:12:35.462 --> 00:12:39.443 So it definitely ties into the strategy that we're building with our customers 00:12:39.463 --> 00:12:43.283 and taking advantage of the changes and opportunity for that kind of stuff. 00:12:43.283 --> 00:12:43.593 A 00:12:44.123 --> 00:12:47.253 CJ: Yeah, you know that for me, it ties into a lot of what I've been 00:12:47.513 --> 00:12:51.513 seeing this year and , what I've been talking about with my clients it's 00:12:51.523 --> 00:12:55.683 all about making the system easier to use for the folks who use it. 00:12:55.853 --> 00:12:58.253 . And I think often there's a legacy I. 00:12:58.303 --> 00:12:58.503 T. 00:12:58.503 --> 00:13:02.660 mentality that goes into when we're designing interfaces and deploying code 00:13:02.660 --> 00:13:04.500 and setting up, processes, et cetera. 00:13:04.500 --> 00:13:04.770 Right. 00:13:04.970 --> 00:13:06.320 Like we say, all right, now we're done. 00:13:06.320 --> 00:13:06.920 Here you go. 00:13:06.930 --> 00:13:10.570 We give, whatever we give them, which often looks like something that I. 00:13:10.600 --> 00:13:10.930 T. 00:13:11.000 --> 00:13:12.440 would be very familiar with. 00:13:12.440 --> 00:13:15.370 But we often we forget that, our audience isn't always I. 00:13:15.370 --> 00:13:15.720 T. 00:13:16.080 --> 00:13:21.080 . And folks don't know what the native next step is when they get dropped at a page. 00:13:21.207 --> 00:13:25.132 And it sounds like what you're doing is setting them up for This is how you 00:13:25.152 --> 00:13:28.712 actually use the system when you get here, this is what you're going to do next. 00:13:29.042 --> 00:13:33.235 These are the places you want to look for action items that are relevant to you. 00:13:33.235 --> 00:13:37.728 And this is how you want to visualize the system and put it to work and those sorts 00:13:37.728 --> 00:13:42.878 of things, which I think are always really key for a migration to be successful, 00:13:43.028 --> 00:13:45.192 but also more often than not missing. 00:13:45.275 --> 00:13:55.610 Yeah. 00:13:55.610 --> 00:14:07.435 I've. 00:14:07.465 --> 00:14:07.885 Robert: here. 00:14:08.355 --> 00:14:12.928 So that user experience, if you don't have the education and start to communicate, 00:14:12.938 --> 00:14:16.278 here's why ServiceNow is doing it and here's all the benefits we're going to 00:14:16.278 --> 00:14:21.798 reap, as an organization or individually, if you don't have that, you might see that 00:14:21.798 --> 00:14:26.688 user experience impact within the users building reports today that have already 00:14:26.688 --> 00:14:28.328 gotten used to the current tool sets. 00:14:28.637 --> 00:14:31.617 Duke: I wonder if we could zoom out for a second and sell me the service, 00:14:31.897 --> 00:14:37.277 if you could talk about how much it costs, , what is going to be delivered, 00:14:37.317 --> 00:14:39.257 time to ROI, that kind of thing. 00:14:39.680 --> 00:14:44.600 Mitch: so our platform analytics, migration readiness audit, we won't do any 00:14:44.600 --> 00:14:49.840 work around the migration without doing that first, because it's helping you get 00:14:49.840 --> 00:14:51.980 an understanding of where you are today. 00:14:52.345 --> 00:14:56.240 it's tech enabled, but it's flat rate for existing customers, 00:14:56.240 --> 00:15:00.440 it's less, but new customers, I think it's right around 9, 000. 00:15:00.830 --> 00:15:02.270 And what that will come with is. 00:15:02.373 --> 00:15:04.443 We install this audit tool. 00:15:04.637 --> 00:15:06.837 we'll first run it in your sub production. 00:15:07.257 --> 00:15:11.127 If there's any tweaks you want to make that are specific to your implementation, 00:15:11.497 --> 00:15:13.017 we can do that within the tool. 00:15:13.507 --> 00:15:14.607 We get it to production. 00:15:14.607 --> 00:15:16.907 We run it with your admin team directly there. 00:15:17.447 --> 00:15:22.007 We get the results back and then we put together a presentation that we walk 00:15:22.017 --> 00:15:25.927 through with you that lets you know where you're at, good, the bad, the ugly. 00:15:26.070 --> 00:15:28.880 it's usually in between, , for customers somewhere. 00:15:29.950 --> 00:15:33.250 , and we lay out a plan for them, what to focus on next, whether that's 00:15:33.250 --> 00:15:36.497 with or without us, we say, okay, based on what we're seeing, here 00:15:36.497 --> 00:15:40.180 are the steps I would take, to start getting ready for this for you. 00:15:40.180 --> 00:15:43.730 I think it's going to be, , you could probably migrate within a two month. 00:15:44.425 --> 00:15:48.085 Window for this customer over here based on your strategy. 00:15:48.085 --> 00:15:51.855 It might be more of a five month window So you need to plan accordingly for that 00:15:52.365 --> 00:15:56.535 and once you go through that the great part about it is Typically the first 00:15:56.535 --> 00:16:01.255 thing we recommend is get after the data cleanup and this is a great tool that will 00:16:01.255 --> 00:16:05.760 be left behind with you for Perpetuity where as you're doing the cleanup, 00:16:05.860 --> 00:16:09.585 you can rerun that audit see where you stand and And do that every month. 00:16:09.585 --> 00:16:12.715 And then once you do the migration, you'll have a lot less things 00:16:12.715 --> 00:16:14.005 that are making its way over. 00:16:14.345 --> 00:16:18.155 So it is both, some quantitative, , data points that we capture 00:16:18.155 --> 00:16:21.505 through this audit, but also a lot of qualitative pieces as well. 00:16:21.788 --> 00:16:24.751 Duke: Are we allowed to talk about things that. 00:16:24.790 --> 00:16:28.580 Might cause friction between where a customer's at right now and 00:16:28.960 --> 00:16:31.933 where they want to be with, the platform analytics experience. 00:16:32.401 --> 00:16:35.021 , Mitch: I think the biggest friction point will just be the 00:16:35.021 --> 00:16:36.681 communication, the training. 00:16:36.786 --> 00:16:38.753 And the cleanup outside of that. 00:16:38.763 --> 00:16:41.933 I think, you know, once the band aids ripped off and people get in there 00:16:41.943 --> 00:16:45.660 and understand how to use it, I'm sure there'll be some friction points, but 00:16:45.760 --> 00:16:47.880 , it's a great experience in my opinion. 00:16:48.290 --> 00:16:52.820 But I'd love to hear from you guys if there are specific ones, I'm not 00:16:52.820 --> 00:16:56.860 paid by service now, so I'm truly loving what they're doing here. 00:16:57.060 --> 00:16:58.330 I'd love to hear what you guys have. 00:16:58.330 --> 00:16:59.440 I'm, allowed to talk about it. 00:16:59.958 --> 00:17:03.508 , Duke: so far everything that I've tried to do on it, it's just been a 00:17:03.508 --> 00:17:05.648 matter of, well, how do I do it here? 00:17:05.918 --> 00:17:09.453 And most of the time, once I got used to it, it was a lot better. 00:17:09.572 --> 00:17:10.572 let me think of an example. 00:17:10.913 --> 00:17:14.993 adding multiple data sources to a, data visualization is easy peasy. 00:17:14.993 --> 00:17:17.673 Now it's just, it's so, so good. 00:17:17.673 --> 00:17:17.973 Yeah. 00:17:18.215 --> 00:17:18.855 CJ: Yeah. 00:17:19.625 --> 00:17:20.605 Like really easy. 00:17:20.990 --> 00:17:21.390 Duke: yeah. 00:17:21.820 --> 00:17:24.297 Filters look ridiculously easy. 00:17:24.297 --> 00:17:25.817 now this is where I haven't gone too deep. 00:17:25.827 --> 00:17:28.203 Cause I've had easy conditions for filters, right? 00:17:28.203 --> 00:17:31.573 Get me the groups, but only groups that are active and 00:17:31.573 --> 00:17:33.823 have the type of agile team. 00:17:34.173 --> 00:17:37.908 But At least as PA matured, it can get some really, really, 00:17:37.908 --> 00:17:39.558 really goofy, complex filters. 00:17:39.558 --> 00:17:41.781 And I just don't know where those gaps are yet. 00:17:41.825 --> 00:17:43.371 Cause have I gone deep enough? 00:17:43.758 --> 00:17:47.158 Mitch: That's dark side of any reporting and analytics platform 00:17:47.158 --> 00:17:48.998 is by nature, it's broad. 00:17:49.148 --> 00:17:52.368 So by nature, there's going to be some broad applications 00:17:52.798 --> 00:17:54.228 applied to that platform. 00:17:54.228 --> 00:17:56.784 So there's going to be gaps that, people probably won't 00:17:56.874 --> 00:17:58.974 recognize until a year from now. 00:17:59.051 --> 00:18:03.208 however major or minor they are, that's up to the person experiencing them. 00:18:03.561 --> 00:18:05.491 Duke: Well maybe we can just continue the conversation and 00:18:05.491 --> 00:18:07.241 about stuff we like having used it. 00:18:07.611 --> 00:18:08.261 Mitch: let's do it. 00:18:08.991 --> 00:18:12.195 Duke: I'll tell you another thing that I love is Remember, it was 00:18:12.195 --> 00:18:14.855 like, Oh, you can build a report or you can build an indicator in PA. 00:18:15.555 --> 00:18:18.975 And when you added them to the dashboard, you got completely different 00:18:19.015 --> 00:18:21.196 interfaces on what you were doing. 00:18:21.415 --> 00:18:26.035 And before I got deep down into platform analytics, they told me, 00:18:26.255 --> 00:18:29.421 Oh, that's the same now, whether you're building a report or you're 00:18:29.421 --> 00:18:33.441 building a PA indicator visualization, it's all just the same interface. 00:18:33.451 --> 00:18:34.891 And I was like, what, how can that be? 00:18:35.051 --> 00:18:35.881 But it works. 00:18:35.891 --> 00:18:35.911 Yeah. 00:18:36.515 --> 00:18:38.105 Mitch: Yes, that is a good one. 00:18:38.470 --> 00:18:42.724 I think the biggest thing I've been saying this since before I had gray 00:18:42.724 --> 00:18:47.750 hair, having to go to three different places to do things that feel connected. 00:18:48.120 --> 00:18:50.143 You know, if you're creating a report, go here. 00:18:50.143 --> 00:18:52.043 but by the way, you've got to do that first. 00:18:52.073 --> 00:18:54.983 And then if you want to put them on a dashboard, go somewhere else. 00:18:55.113 --> 00:18:57.003 You want to deal with PA, go over here. 00:18:58.113 --> 00:19:01.193 They've been needing to consolidate this for a long time and I think 00:19:01.193 --> 00:19:02.923 they've done it in a very great way. 00:19:02.923 --> 00:19:03.243 So. 00:19:03.277 --> 00:19:08.392 For me, if I'm a reporting owner at one of these large enterprises, just 00:19:08.402 --> 00:19:14.332 think about how much simpler that makes explaining how to use the capabilities 00:19:14.732 --> 00:19:16.512 to a new user, to the platform. 00:19:16.512 --> 00:19:19.370 I think that is by far the thing I love the most. 00:19:19.757 --> 00:19:22.857 Duke: I'll tell you what to remember that whole idea of you got to 00:19:22.857 --> 00:19:26.237 create the report first before you can add it to the dashboard. 00:19:27.287 --> 00:19:32.647 and that means you could have discord between who the dashboard 00:19:32.647 --> 00:19:34.617 is for and who the reports are for. 00:19:34.827 --> 00:19:36.617 So it like looks great for you, Mr. 00:19:36.617 --> 00:19:39.687 Admin and you push it to prod, everything should be fine. 00:19:39.687 --> 00:19:42.327 But then the stakeholders go to use it and you get the, like, you 00:19:42.337 --> 00:19:43.907 don't have permissions to view this. 00:19:44.497 --> 00:19:46.197 But the dashboard says that you do. 00:19:46.207 --> 00:19:48.587 Yes, dashboard says you can look at the dashboard, but the 00:19:48.587 --> 00:19:50.147 dashboard isn't the report, is it? 00:19:50.491 --> 00:19:50.871 Mitch: Right? 00:19:51.104 --> 00:19:52.924 Duke: Now you're like, trying to reconcile. 00:19:52.924 --> 00:19:56.042 So you're, for every single report on your dashboard, And people put 00:19:56.042 --> 00:19:57.772 a lot of stuff on their dashboard. 00:19:58.232 --> 00:20:03.396 You're like auditing the report versus the dashboard security, which is to me, 00:20:03.476 --> 00:20:05.346 that alone should be worth the migration. 00:20:05.677 --> 00:20:08.337 Robert: Well, one thing we've heard a lot of positive feedback on, 00:20:08.337 --> 00:20:12.397 and , we saw this early on as well as the ability to certify, , data 00:20:12.447 --> 00:20:14.787 visualizations and certified dashboards. 00:20:15.297 --> 00:20:18.817 , we have people going to different places to get what they think 00:20:18.817 --> 00:20:22.507 is the same information or, answer that they're looking for. 00:20:22.947 --> 00:20:25.617 But there's no way to tell which one is the source of truth, 00:20:25.637 --> 00:20:27.017 which one is the standard. 00:20:27.017 --> 00:20:32.027 So that's a small, I guess, seemingly small one, but really powerful one 00:20:32.027 --> 00:20:37.407 for customers and more admin teams and centralized reporting teams to have a 00:20:37.407 --> 00:20:44.028 standard that they can put in place that's visible and provide more of a, hard fisted 00:20:44.028 --> 00:20:48.612 source of truth stamp of approval on some of these, visualizations and dashboards. 00:20:48.937 --> 00:20:50.897 Duke: Oh yeah, for sure. 00:20:50.897 --> 00:20:54.227 And I loved how they made it so you had to have a certain role to do it. 00:20:54.477 --> 00:20:55.867 I think it's like report admin. 00:20:56.282 --> 00:20:59.055 And then report admin can, certify a dashboard. 00:20:59.055 --> 00:21:02.582 And it's, it's so simple yet so profound, I don't know if you guys 00:21:02.582 --> 00:21:06.092 remember homepages, they came before dashboards, but everybody could 00:21:06.092 --> 00:21:07.682 just make a copy and edit their own. 00:21:07.682 --> 00:21:09.642 You never, know what people were using. 00:21:09.642 --> 00:21:13.562 And so you'd make something more authoritative, more robust, but somebody 00:21:13.562 --> 00:21:15.648 could still be using one from the time. 00:21:15.993 --> 00:21:18.503 Gilgamesh traded pelts for beer in the markets of Uruk. 00:21:18.657 --> 00:21:21.527 you just couldn't tell what they were using, and now you can just say, like, 00:21:21.527 --> 00:21:25.985 make what you want, but when we're talking about Insolent SLA performance. 00:21:25.995 --> 00:21:28.775 This is the authoritative report or dashboard or 00:21:28.775 --> 00:21:29.765 whatever you want to call it. 00:21:29.975 --> 00:21:31.305 Do they call them dashboards? 00:21:31.365 --> 00:21:32.655 I'm never quite sure now. 00:21:34.895 --> 00:21:35.255 Okay. 00:21:35.775 --> 00:21:36.135 CJ: That's good. 00:21:36.230 --> 00:21:36.250 Mitch: is. 00:21:36.490 --> 00:21:40.573 That is another thing that, There will be a few terminology hurdles 00:21:40.613 --> 00:21:41.813 people will have to get over. 00:21:42.043 --> 00:21:46.357 One thing ServiceNow has published, a glossary that explains all of these 00:21:46.357 --> 00:21:50.237 different terms, which was really helpful for me when I first dug into it. 00:21:50.612 --> 00:21:51.632 Duke: Where did you find that? 00:21:51.860 --> 00:21:55.460 Mitch: I could send you the link, they have a page, I forget where, it's kind of 00:21:55.515 --> 00:21:56.605 Duke: Is it on the community? 00:21:57.010 --> 00:21:59.560 Mitch: Yeah, I think it's on the community and it's sort of just a catch 00:21:59.560 --> 00:22:01.390 all for a bunch of different resources. 00:22:01.390 --> 00:22:02.653 It's a link hub. 00:22:02.834 --> 00:22:04.594 Duke: I know exactly what you're talking about.. 00:22:04.984 --> 00:22:06.264 I love that they're doing that. 00:22:06.334 --> 00:22:07.544 I wish there was a, 00:22:07.587 --> 00:22:10.457 an artifact, something that did that for the entire platform. 00:22:10.531 --> 00:22:11.769 CJ: um, 00:22:11.817 --> 00:22:12.417 Duke: know what I mean? 00:22:12.467 --> 00:22:17.537 Like ServiceNow people only telling all the advice on this version 00:22:17.547 --> 00:22:22.177 of whatever you're on and just a clearing house of true guidance 00:22:22.427 --> 00:22:24.057 for whatever app you're using. 00:22:25.177 --> 00:22:28.577 Versus trying to like deconstruct it from docs and now learning and the 00:22:28.577 --> 00:22:32.153 occasional YouTube channel is just they lay it out So clearly for the 00:22:32.323 --> 00:22:34.423 platform analytics experience and by the way we'll have a link in the 00:22:34.423 --> 00:22:38.387 description below if you haven't heard or seen that it's super super useful 00:22:38.765 --> 00:22:40.235 you can definitely check that out. 00:22:40.695 --> 00:22:44.268 Mitch: think the glossary is especially important in a case like this where 00:22:44.401 --> 00:22:48.781 you have a deeply ingrained set of capabilities that is going away for 00:22:48.905 --> 00:22:53.641 a similar set of capabilities, but you're changing the terms and then at 00:22:53.641 --> 00:22:56.943 times having some conflicting acronyms. 00:22:57.040 --> 00:22:58.520 I think it was really important. 00:22:59.080 --> 00:23:01.890 Robert: and here's where I go as we start to pull this thread of what are 00:23:01.890 --> 00:23:06.270 the things we love that feel a lot easier in this new experience, right? 00:23:06.510 --> 00:23:10.090 Putting multiple data sources on a single chart, the ability to certify a 00:23:10.090 --> 00:23:13.820 dashboard, the one place to do it all. 00:23:14.190 --> 00:23:19.850 All of those are really positives of the new experience, but They're also, 00:23:19.950 --> 00:23:25.100 showing what wasn't so easy in the previous reporting tool set and maybe 00:23:25.120 --> 00:23:30.117 areas where you lost users that wanted to build reports on the road, this is 00:23:30.117 --> 00:23:34.702 where we come back to the audit and we start to say, data should inform 00:23:34.702 --> 00:23:37.962 your strategy around this because the change is an opportunity, right? 00:23:38.332 --> 00:23:41.842 It's an opportunity to clean up your existing environment, clean out the 00:23:41.842 --> 00:23:46.899 things that aren't being used, but also an opportunity to go back to your user 00:23:46.899 --> 00:23:52.289 base who might have had pain points around reporting for some of these areas and 00:23:52.409 --> 00:23:54.269 say, Hey, we have this new experience. 00:23:54.319 --> 00:23:58.279 You can build reports in a much more effective way on the platform now. 00:23:58.829 --> 00:23:59.299 And. 00:23:59.362 --> 00:24:02.932 with the audit that Mitch mentioned, that app that installs and gives 00:24:02.932 --> 00:24:06.352 you the data points to inform the strategy, you're getting things 00:24:06.382 --> 00:24:09.622 like how many reports do you have versus how many you thought you had. 00:24:09.622 --> 00:24:14.062 You're getting how many reports haven't been run in the last 6 12 months. 00:24:14.062 --> 00:24:18.967 You're getting , how many reports are run consistently, but are slow performing, 00:24:19.267 --> 00:24:22.864 but you're also getting data around how many users in your environment 00:24:22.904 --> 00:24:27.824 have the ability and roles to build reports, but haven't built a single 00:24:27.844 --> 00:24:32.661 report, So those are users that you might've lost due to some of these pain 00:24:32.661 --> 00:24:34.491 points of the disconnected experience. 00:24:35.296 --> 00:24:38.542 You know that factors in back to CJ's point, the overall experience 00:24:38.542 --> 00:24:40.142 of users on the platform. 00:24:40.472 --> 00:24:43.092 This could be a big driver and improver of that. 00:24:43.322 --> 00:24:47.102 And if you have the data on, who hasn't built reports in a while or 00:24:47.132 --> 00:24:51.382 built something and then never went back, that can inform your training 00:24:51.392 --> 00:24:54.632 and change management strategy for the upcoming migration and the 00:24:54.632 --> 00:24:56.542 introduction of the new experience. 00:24:56.872 --> 00:24:59.316 Duke: I didn't even think about it that way, who do you tell 00:24:59.316 --> 00:25:00.756 about this at your organization? 00:25:01.351 --> 00:25:05.286 Robert: Who do you tell and like, what percentage of those users out there no, 00:25:05.286 --> 00:25:07.156 this is coming probably very little. 00:25:07.156 --> 00:25:10.196 I mean, we talked with admin teams that have awareness, but don't 00:25:10.196 --> 00:25:11.716 really even know the details. 00:25:11.916 --> 00:25:18.216 Your general user base absolutely is not aware and they will see benefits, but it's 00:25:18.226 --> 00:25:22.906 on, you know You as the platform team or the ServiceNow team to communicate those 00:25:22.926 --> 00:25:27.403 benefits And maybe that could improve, pain points they've previously had on 00:25:27.403 --> 00:25:29.953 the platform Um again, a big opportunity. 00:25:29.993 --> 00:25:33.173 And that's where the data is in your instance that can inform this. 00:25:33.173 --> 00:25:34.553 And that's why we built the app. 00:25:34.553 --> 00:25:36.773 And that's why we run it. 00:25:36.883 --> 00:25:40.393 We give you our assessment, our recommendations, but we also 00:25:40.393 --> 00:25:42.123 give you that app going forward. 00:25:42.123 --> 00:25:45.973 So you can continue to run it and see, you know, when you've introduced the 00:25:45.973 --> 00:25:50.786 new experience, have the numbers changed at all, Did it impact, you know, did 00:25:50.786 --> 00:25:53.016 it raise the number of report creators? 00:25:53.165 --> 00:25:55.925 against the number that could create reports. 00:25:56.135 --> 00:25:58.925 So it also allows you to measure the impact after you've 00:25:58.925 --> 00:26:00.275 introduced the new tool set. 00:26:00.796 --> 00:26:04.751 Duke: I wonder if you guys are able to share any of, the surprising 00:26:04.761 --> 00:26:08.387 insights you gleaned from services that you've executed so far. 00:26:08.666 --> 00:26:10.156 Mitch: Yeah, let me pull them up. 00:26:10.206 --> 00:26:11.416 it's actually kind of fun. 00:26:11.596 --> 00:26:11.896 Okay. 00:26:11.896 --> 00:26:14.046 I'll use this one as an example. 00:26:14.476 --> 00:26:19.582 One of the fun things we like to do to highlight the feel versus real is 00:26:19.582 --> 00:26:24.176 before we even get into the environment, we do a, pre audit questionnaire that 00:26:24.176 --> 00:26:28.696 we have the customer fill out and we have them take some guesses on things. 00:26:29.098 --> 00:26:32.128 So for example, we asked number of unique reports. 00:26:32.519 --> 00:26:37.069 they were off by, I don't know, 800, 800%. 00:26:37.069 --> 00:26:38.559 Yeah. 00:26:39.319 --> 00:26:40.099 Uh, so 00:26:40.109 --> 00:26:40.329 CJ: Wow. 00:26:40.969 --> 00:26:43.789 Mitch: there were a lot more reports in that environment than they thought 00:26:43.789 --> 00:26:49.907 that they were, the number of users who have created at least one report 00:26:49.917 --> 00:26:52.167 in your environment in the past year. 00:26:52.881 --> 00:26:54.711 They're off by 200%. 00:26:55.181 --> 00:27:00.441 So things like that, probably the most important one is the percent 00:27:00.511 --> 00:27:02.251 of reports that are actually used. 00:27:02.271 --> 00:27:05.951 We're seeing, it's like, if you have 40, 000 reports in your 00:27:05.951 --> 00:27:10.881 environment, it's likely that only 12, 000 of those have been viewed 00:27:10.891 --> 00:27:13.301 even once in the past 12 months. 00:27:13.541 --> 00:27:17.264 So it really goes to show that we as a community really haven't built the 00:27:17.264 --> 00:27:21.738 data hygiene practices that are needed to keep this from spiraling because 00:27:21.868 --> 00:27:24.048 it's very important with the migration. 00:27:24.368 --> 00:27:28.258 Because every one of those things you migrate, you're going to want to 00:27:28.258 --> 00:27:32.281 validate them on the backend to make sure they do what you want them to do 00:27:32.281 --> 00:27:34.738 before you go give that back to the user. 00:27:34.985 --> 00:27:39.305 And it's really not an exercise that should be all that painful to keep on 00:27:39.305 --> 00:27:43.535 top of, but along with that, every one of those reports that doesn't get used that's 00:27:43.535 --> 00:27:48.745 sitting in there, forget about instance performance and clogging up because I 00:27:48.745 --> 00:27:50.155 don't even think that's a big issue. 00:27:50.705 --> 00:27:53.755 If you talk about the user experience, they're trying to find 00:27:53.755 --> 00:27:55.345 a needle in a haystack at that 00:27:55.475 --> 00:27:55.925 Duke: Right. 00:27:55.935 --> 00:27:56.425 No kidding. 00:27:56.478 --> 00:28:00.158 the all part of the reporting list, I've never understood that. 00:28:00.665 --> 00:28:02.691 I wish they had, some kind of experience. 00:28:02.828 --> 00:28:05.738 like, at the airport, they have those hotel bathrooms that's like, press 00:28:05.738 --> 00:28:07.518 the happy face, press the sad face. 00:28:07.768 --> 00:28:10.448 And I wish there was something that would just be like a big button 00:28:10.448 --> 00:28:12.468 that said, I was just curious. 00:28:13.103 --> 00:28:15.943 it doesn't surprise me at all that the vast majority of reports 00:28:15.943 --> 00:28:19.903 that are in your system are things that were only ever used once, but 00:28:19.903 --> 00:28:21.543 they were critical in that moment. 00:28:21.543 --> 00:28:26.633 It was just satisfy a curiosity, hmm, I wonder if, and then never use it again. 00:28:26.663 --> 00:28:30.727 Because not every report is some sacrosanct thing that we add to our 00:28:30.727 --> 00:28:32.067 religious ceremonies every week. 00:28:32.087 --> 00:28:32.757 You know what I mean? 00:28:33.430 --> 00:28:34.700 so I wish it was just a big thing. 00:28:34.700 --> 00:28:35.770 Like, hey, I was just curious. 00:28:35.770 --> 00:28:38.210 And it's just like, whoop, it just hides it from, you know, people. 00:28:38.540 --> 00:28:41.420 You know, maybe, maybe there's someplace you can actually get to it, but just 00:28:42.090 --> 00:28:43.470 in the meantime, just put it away. 00:28:43.770 --> 00:28:48.160 Mitch: Yeah, it's interesting because in our legacy platform, we had this 00:28:48.230 --> 00:28:53.040 concept called quick charts where you could go do that exploration real quick. 00:28:53.100 --> 00:28:57.690 And if you don't migrate it somewhere else in 7 days, it would get deleted. 00:28:57.800 --> 00:29:01.300 and I feel like we need to figure out a way to apply that to. 00:29:01.357 --> 00:29:04.947 The platform analytics workspace, but it really comes down to just 00:29:04.947 --> 00:29:09.633 the practices, even if it's setting a one hour meeting every month. 00:29:09.633 --> 00:29:14.177 just to go run the audit again and say, okay, can we retire these things 00:29:14.367 --> 00:29:16.287 so that this doesn't happen again? 00:29:16.533 --> 00:29:19.220 I think that's something almost nobody's doing if we're being 00:29:19.230 --> 00:29:23.717 honest and Reporting's often an afterthought until it isn't. 00:29:25.392 --> 00:29:27.132 CJ: And I got, I got to say though, right? 00:29:27.132 --> 00:29:32.142 Like reporting should probably be where you start on, you know what I mean? 00:29:32.142 --> 00:29:34.242 I'm like any practice, any process, 00:29:34.532 --> 00:29:34.792 right? 00:29:34.792 --> 00:29:36.232 Like when you, yeah. 00:29:36.232 --> 00:29:40.132 I mean, because how do you know how to design the process? 00:29:40.162 --> 00:29:44.086 If you don't know what you want to measure out of the process. 00:29:44.487 --> 00:29:48.117 Right, like, you start with what you're looking for, and then you build a 00:29:48.117 --> 00:29:52.417 process, that allows you to capture those data points and, you know, aggregate 00:29:52.417 --> 00:29:55.207 them, you know, to turn the data into information that you can consume. 00:29:55.447 --> 00:29:57.007 And that's what reporting does. 00:29:57.997 --> 00:30:02.940 Duke: It's, it's such a North star and gatekeeping utility for feature 00:30:02.940 --> 00:30:07.090 spam requests that you get as your service now, admin, builder, architect, 00:30:07.090 --> 00:30:10.700 whatever, Because if you knew what outcomes you're pursuing at the start, 00:30:10.740 --> 00:30:15.290 and you've got your solution up and running to pursue those outcomes. 00:30:15.565 --> 00:30:18.418 The validated outcomes that, leadership wants. 00:30:18.788 --> 00:30:21.218 Then when somebody says, Hey, can I get this thing? 00:30:21.375 --> 00:30:21.805 sure. 00:30:22.005 --> 00:30:24.575 How does that thing get us closer to these outcomes? 00:30:24.765 --> 00:30:25.585 Oh, it doesn't. 00:30:26.895 --> 00:30:27.745 Maybe it goes on. 00:30:27.845 --> 00:30:28.935 I think we'll think about it. 00:30:28.935 --> 00:30:29.335 Pile. 00:30:29.895 --> 00:30:30.295 Mitch: Yep, 00:30:30.785 --> 00:30:34.595 CJ: And this is probably going to be a, uh, thing that not going to resonate 00:30:34.595 --> 00:30:37.285 with everyone because not everyone is reaching this level of maturity. 00:30:37.285 --> 00:30:37.615 Right? 00:30:37.855 --> 00:30:41.795 But I feel like, a lot of folks who have been on the service now platform now have 00:30:41.795 --> 00:30:43.625 been there for a long time should be. 00:30:43.825 --> 00:30:49.752 Either reaching or reaching for a level of maturity where, we're thinking 00:30:49.762 --> 00:30:53.352 about things a lot more from the process perspective and how we can 00:30:53.362 --> 00:30:56.972 use the outcomes of those prospects to go back into that continuous 00:30:56.972 --> 00:31:01.392 improvement loop and actually see the results of that rather than. 00:31:01.460 --> 00:31:06.223 I need to go in and just create a one off report that's going to, sit and clog 00:31:06.233 --> 00:31:08.243 up this system for the next 10 years. 00:31:08.493 --> 00:31:08.773 Right? 00:31:08.773 --> 00:31:13.578 And it's like, so how do we get folks to start, taking that next level of thought. 00:31:13.835 --> 00:31:16.795 We've got this platform analytics experience, right? 00:31:16.795 --> 00:31:21.415 And you've got, we've got the trusted reporting partners here and vivid charts. 00:31:21.445 --> 00:31:24.925 How do we get them to take , that next leap in thought that. 00:31:25.380 --> 00:31:30.923 Reporting is something that can drive all of your processes and therefore, drive 00:31:30.933 --> 00:31:34.763 the execution of your business goals and create so much more value for you. 00:31:34.763 --> 00:31:37.423 Like I said, is it is a multiplying force, right? 00:31:37.433 --> 00:31:40.193 Versus something that you do as an afterthought to figure 00:31:40.193 --> 00:31:41.203 out why things are broken. 00:31:41.333 --> 00:31:41.363 Okay. 00:31:41.811 --> 00:31:45.021 Robert: 100 percent CJ and from a reporting standpoint, like 00:31:45.081 --> 00:31:47.721 Duke mentioned, you have some reports that are point in time. 00:31:47.721 --> 00:31:48.501 They're ad hoc. 00:31:48.501 --> 00:31:49.631 I need to know this now. 00:31:49.631 --> 00:31:51.871 I build it and I never need to look at it again. 00:31:52.305 --> 00:31:56.605 Then you've got your real time, These are the dashboards that live more in 00:31:56.635 --> 00:31:58.560 the interfaces that you're working in. 00:31:58.820 --> 00:31:59.960 What do I work on next? 00:31:59.990 --> 00:32:02.550 What's come on into the queue in the last five minutes? 00:32:02.550 --> 00:32:04.310 You need to see that in real time. 00:32:05.140 --> 00:32:10.036 What you're starting to dig into is more of those periodic reports, The weekly, 00:32:10.046 --> 00:32:12.576 the monthly, the quarterly look back. 00:32:12.836 --> 00:32:15.856 And that's where you do have to have a lot of that thought put in up front 00:32:15.856 --> 00:32:17.816 of what questions do we want answered? 00:32:18.256 --> 00:32:19.756 looking back at the last month. 00:32:19.786 --> 00:32:22.756 Did we get the outcomes we set out at the start? 00:32:22.786 --> 00:32:24.656 That's the maturity you want to have. 00:32:25.116 --> 00:32:29.206 And you have to have a cadence behind it where you're looking back at a defined 00:32:29.206 --> 00:32:33.526 set of goals and outcomes and letting the data tell you if you achieve them or not. 00:32:34.125 --> 00:32:38.048 we see definitely in the service now customer base a heavy lean on 00:32:38.048 --> 00:32:40.018 the ad hoc in the real time, right? 00:32:40.058 --> 00:32:42.098 That's pretty well served in the platform. 00:32:42.498 --> 00:32:45.598 But there's periodic style reports where you're looking back and 00:32:45.608 --> 00:32:47.978 trying to measure against outcomes. 00:32:48.318 --> 00:32:52.308 Those typically happen in a meeting format where you're discussing it as a group. 00:32:52.808 --> 00:32:56.368 And that's where our product actually really fits well 00:32:56.648 --> 00:32:58.138 for those periodic cadences. 00:32:58.138 --> 00:33:01.218 You're presenting, you're discussing and you're looking back. 00:33:01.268 --> 00:33:03.738 Did we get the outcomes we set out at the start? 00:33:04.104 --> 00:33:05.974 CJ: That's it right there for me. 00:33:06.478 --> 00:33:09.851 It's the next level, where a lot of folks really need to go where, where 00:33:09.851 --> 00:33:13.841 they want to go, where their business is taking them and, and that they're 00:33:14.081 --> 00:33:18.001 often don't have the trusted partners, To help them contextualize it, right? 00:33:18.001 --> 00:33:20.781 They're just trying to kind of floundering around, trying to find it on their own. 00:33:20.851 --> 00:33:22.599 And I'm going 00:33:22.686 --> 00:33:27.026 Mitch: And I can confidently say we are the only ServiceNow partner 00:33:27.026 --> 00:33:29.680 who has lived in this for years. 00:33:29.820 --> 00:33:33.780 some people might do it here and there and we love teaming up with them, but this 00:33:33.780 --> 00:33:36.590 is like a very natural language for us. 00:33:37.157 --> 00:33:39.387 Duke: All right, that's about 40 minutes of record. 00:33:39.387 --> 00:33:42.834 So, platform analytics experience is coming, folks. 00:33:42.844 --> 00:33:44.054 It is awesome. 00:33:44.444 --> 00:33:48.624 But do take this opportunity to really put your best foot forward 00:33:48.644 --> 00:33:50.104 on this incredible new tool. 00:33:50.354 --> 00:33:51.284 ServiceNow has given us. 00:33:51.294 --> 00:33:54.524 Please check out VividCharts new offering. 00:33:54.524 --> 00:33:57.584 We're going to have a link in the description below, so you can check 00:33:57.594 --> 00:33:59.624 that out and reach out to them. 00:33:59.874 --> 00:34:03.774 When you want to get your reports ready to rock for the new experience. 00:34:04.194 --> 00:34:05.454 Any final words, gentlemen? 00:34:05.922 --> 00:34:08.322 Mitch: thank you all so much for having us as always. 00:34:08.322 --> 00:34:09.712 Appreciate what you guys do. 00:34:09.712 --> 00:34:10.876 And, yeah, we're here to help. 00:34:10.876 --> 00:34:14.826 we know there's a lot you could be doing with the data you've got, especially 00:34:14.866 --> 00:34:18.686 this migration being a great opportunity to get your own house in order. 00:34:18.686 --> 00:34:22.459 And it's never been more important because you're probably pushing 00:34:22.459 --> 00:34:26.269 to get to gen AI, or you're being pushed from the top down to do it. 00:34:26.669 --> 00:34:31.134 And you might have the hunch that you're not ready for, uh, X, Y, and Z reasons, 00:34:31.644 --> 00:34:33.874 and data is typically a big part of it. 00:34:33.884 --> 00:34:37.984 So, it is a very important time in the ServiceNow landscape to get 00:34:37.994 --> 00:34:41.744 tight on your data and your reporting and your reporting on your data. 00:34:42.081 --> 00:34:42.371 That was meta. 00:34:45.547 --> 00:34:48.897 Duke: All right, guys, thanks for coming and we will see everybody on the next one. 00:34:49.567 --> 00:34:50.987 Robert: Duke CJ, you're the best. 00:34:50.987 --> 00:34:51.997 Thanks for having us on. 00:34:52.137 --> 00:34:52.537 Duke: Thank you. 00:34:53.942 --> 00:34:54.502 CJ: you guys. 00:34:54.532 --> 00:34:54.922 Uh, 00:34:55.277 --> 00:34:55.557 Duke: All right.