WEBVTT NOTE This file was generated by Descript 00:01:32.056 --> 00:01:33.168 CJ: All right, we're recording. 00:01:34.238 --> 00:01:34.948 Duke: Pretty smooth. 00:01:34.998 --> 00:01:36.868 I think that went pretty smooth, right? 00:01:38.908 --> 00:01:39.458 CJ: I think so. 00:01:39.618 --> 00:01:40.078 I think so. 00:01:40.138 --> 00:01:40.498 I mean, we 00:01:40.698 --> 00:01:41.948 Duke: A hundred ish episodes. 00:01:42.068 --> 00:01:43.878 I'm glad we finally got that right. 00:01:46.988 --> 00:01:49.718 Damien: We have a saying in the UK smooth as a baby's bum. 00:01:49.808 --> 00:01:52.958 I'm not sure how appropriate that resonates with you fellows in the US. 00:01:53.858 --> 00:01:56.128 CJ: I've, I've heard it before and I would agree on this. 00:01:56.958 --> 00:01:57.298 Duke: Yeah. 00:01:58.528 --> 00:01:59.048 All right. 00:01:59.098 --> 00:02:01.928 Well, I think we blew the surprise, but Corey, why don't you tell 00:02:01.928 --> 00:02:03.628 everybody, , what we're doing today? 00:02:03.888 --> 00:02:04.938 CJ: Oh man, duke. 00:02:04.938 --> 00:02:08.478 So today we have a very special guest. 00:02:08.548 --> 00:02:10.888 , we have Damien Davis with us from ServiceNow. 00:02:11.508 --> 00:02:12.288 Damien, welcome 00:02:12.926 --> 00:02:13.556 Damien: thanks guys. 00:02:13.556 --> 00:02:14.216 Thanks Corey. 00:02:14.276 --> 00:02:14.906 Thanks, Rob. 00:02:15.411 --> 00:02:16.541 Duke: So good to have you here, man. 00:02:17.071 --> 00:02:20.401 , so you're a pretty big name in the ServiceNow community, but for those 00:02:20.401 --> 00:02:24.901 who don't know who you are, why don't you give just a really short intro? 00:02:24.901 --> 00:02:26.281 , Damien: yeah, well, I am actually short. 00:02:26.281 --> 00:02:29.431 I'm five six, a hundred sixty eight centimeters, so yeah. 00:02:29.431 --> 00:02:31.621 I'm Damien Davis and I, and I'm the short guy. 00:02:34.046 --> 00:02:36.326 CJ: And that's the way we start, CJ in the Duke. 00:02:37.086 --> 00:02:37.376 Damien: Yeah, 00:02:38.646 --> 00:02:43.066 , Duke: so I've been dying to have you on, , the show, , you always seem 00:02:43.066 --> 00:02:48.706 to be in the epicenter of the new and groundbreaking stuff at ServiceNow yet. 00:02:49.286 --> 00:02:52.106 I'm still not exactly sure what you do there. 00:02:52.521 --> 00:02:53.841 Damien: Neither is my boss. 00:02:54.761 --> 00:02:55.151 , um, 00:02:55.681 --> 00:02:55.801 CJ: Yeah. 00:02:56.826 --> 00:03:01.146 , Damien: so I work in ServiceNow, as you know, I've been at the company for. 00:03:01.341 --> 00:03:02.291 Quite some time. 00:03:02.651 --> 00:03:06.571 , in my role today, , I am in product management for 00:03:06.571 --> 00:03:08.491 ServiceNow's ITSM business unit. 00:03:09.011 --> 00:03:13.391 So being in the product organization, gives me a fortunate position to be at the 00:03:13.391 --> 00:03:17.264 forefront and center of all the latest and greatest innovations, all the shiny toys. 00:03:17.636 --> 00:03:18.016 Duke: Nice. 00:03:18.016 --> 00:03:21.686 I'm glad to hear that there is still , innovations and shiny toys 00:03:21.686 --> 00:03:25.105 when we're dealing with , right, which was the of processes and, 00:03:25.105 --> 00:03:30.404 uh, it's a decades old, it's almost half a century old, the discipline. 00:03:30.415 --> 00:03:34.963 in the last couple of years, what's been your favorite innovations? 00:03:35.364 --> 00:03:37.574 , Damien: obviously I'm a huge tech geek, right? 00:03:37.744 --> 00:03:38.864 I love innovation. 00:03:38.894 --> 00:03:40.674 I love technology at home. 00:03:40.674 --> 00:03:43.484 I embrace it my whole house here in the UK. 00:03:43.714 --> 00:03:47.794 I'm using smart lighting, smart heating, you know, using voice assistance. 00:03:48.194 --> 00:03:51.444 So in the workplace, like you say, when you're looking at a robust. 00:03:52.254 --> 00:03:58.154 An old school set of processes like ITSM, you know, running off the core of ITIL 00:03:58.154 --> 00:04:02.594 processes for help desk organizations, incident, problem and change. 00:04:03.124 --> 00:04:06.324 It can become very effective for a business, but it doesn't become 00:04:06.334 --> 00:04:08.414 very exciting from time to time. 00:04:08.414 --> 00:04:13.214 So my job in the last few years has been incorporating some of the latest 00:04:13.214 --> 00:04:18.314 and greatest AI technologies like virtual agent chatbots, like machine 00:04:18.324 --> 00:04:19.844 learning, predictive intelligence. 00:04:20.604 --> 00:04:24.234 And more recently, Gen AI, how can we adopt those 00:04:24.254 --> 00:04:26.664 technologies into ITSM use cases? 00:04:27.004 --> 00:04:28.164 And it's been pretty exciting. 00:04:28.409 --> 00:04:31.789 CJ: you said you're a bit of a techie and so you came on the right show. 00:04:31.789 --> 00:04:34.519 I love to hear all about the smart automation, the smart 00:04:34.519 --> 00:04:35.389 home that you built, right? 00:04:35.389 --> 00:04:37.119 Like, cause I got the same thing, smart lighting. 00:04:37.119 --> 00:04:39.709 I've I'm using service now to control a few things here, 00:04:39.929 --> 00:04:42.096 including my echo be, to keep the. 00:04:42.426 --> 00:04:46.016 House at the right temperature, depending on what time it is and that sort of thing. 00:04:46.296 --> 00:04:46.526 Yeah. 00:04:46.786 --> 00:04:50.936 And, and I won't brag about having my Tesla connected to service now either, but 00:04:51.091 --> 00:04:51.651 Damien: Nice. 00:04:53.742 --> 00:04:58.766 CJ: so tell me, how do you, you know, as a techie, and as Duke just mentioned 00:04:58.776 --> 00:05:03.386 about ITSM, and how, it's a long running practice that's been, evolving over time. 00:05:03.616 --> 00:05:04.806 Tell me how you mesh the two. 00:05:05.064 --> 00:05:06.424 Damien: How I mesh the two. 00:05:06.598 --> 00:05:09.988 it kind of happens organically, , in my role, , the way that we're 00:05:09.988 --> 00:05:14.278 structured in service now in my business unit is we have. 00:05:14.402 --> 00:05:17.078 what you might think of as traditional product managers, they 00:05:17.078 --> 00:05:21.318 are managing products and within ServiceNow's portfolio of ITSM, 00:05:21.434 --> 00:05:22.998 think about incident as a product. 00:05:23.008 --> 00:05:26.718 For example, we have a product manager whose day to day job from 00:05:26.718 --> 00:05:29.018 the moment they wake up to the moment they go to bed is thinking 00:05:29.018 --> 00:05:33.048 about how can we make that incident module better similarly for change. 00:05:33.068 --> 00:05:36.838 And you may or may not know that there's nearly 40, 4 0 00:05:36.838 --> 00:05:39.018 products within the ITSM suite. 00:05:39.638 --> 00:05:41.008 Now, my role. 00:05:41.323 --> 00:05:44.723 Is almost like an extended layer of those product managers. 00:05:44.773 --> 00:05:49.253 I'm in what we call the outbound arm of product management and in the outbound 00:05:49.263 --> 00:05:51.689 layer, my job is effectively twofold. 00:05:52.239 --> 00:05:57.409 One it's to represent those product managers with any engagements I have with. 00:05:57.719 --> 00:06:00.839 Customers, partners, ServiceNow sales resources. 00:06:01.429 --> 00:06:05.969 And secondly, it's more importantly, it's to act as voice of the customer. 00:06:06.499 --> 00:06:10.109 As you guys have both seen, you know, I spent a lot of time on LinkedIn, going 00:06:10.109 --> 00:06:14.409 to ServiceNow events, traveling around the world, loving the sound of my own 00:06:14.409 --> 00:06:20.389 voice, talking to customers, but most important in replacement to talking is 00:06:20.389 --> 00:06:25.509 listening and gathering feedback that I can turn into actionable insights that 00:06:25.519 --> 00:06:27.309 helps us drive the product roadmap. 00:06:27.654 --> 00:06:31.031 CJ: I love that, the emphasis on listening, because from where I've 00:06:31.031 --> 00:06:35.294 sitting right, like one of the primary jobs of a folks like us, is to build 00:06:35.304 --> 00:06:37.894 those relationships and you can't build those relationships unless 00:06:37.894 --> 00:06:40.981 you're listening to folks like you're trying to understand them, and, and 00:06:40.981 --> 00:06:44.281 it sounds like there's a lot of focus on that and what you do day to day. 00:06:45.281 --> 00:06:46.111 Damien: Absolutely. 00:06:46.131 --> 00:06:49.811 You know, one of my favorite elements of the role that gives me a lot of job 00:06:49.811 --> 00:06:55.481 satisfaction is meeting with ServiceNow customers, hearing about the use cases 00:06:55.531 --> 00:06:58.851 that they're driving within their own organizations, you know, whether I'm 00:06:58.851 --> 00:07:02.281 talking, yeah, whether it's someone in a, bank or a financial services 00:07:02.281 --> 00:07:06.528 industry, or maybe, more recently, I've had the privilege of going and 00:07:06.528 --> 00:07:11.048 visiting the Aston Martin Formula One team and looking at how I know, right. 00:07:11.208 --> 00:07:15.468 And looking at how they plan to use ServiceNow to literally 00:07:15.468 --> 00:07:16.958 make the car go faster. 00:07:17.406 --> 00:07:18.206 CJ: that's awesome. 00:07:20.139 --> 00:07:23.559 I'm just going to repeat that back just to make sure I heard it right. 00:07:23.859 --> 00:07:27.179 Are you saying that Ashton Martin is using service now to make the cargo faster? 00:07:27.824 --> 00:07:32.764 Damien: So Aston Martin's Formula One team at late last year, they announced a strong 00:07:32.764 --> 00:07:36.794 strategic partnership with ServiceNow as our innovation technology partner. 00:07:37.174 --> 00:07:38.844 Now there's a long road ahead of us. 00:07:38.844 --> 00:07:41.394 You know, we're in the early days of implementation here. 00:07:41.394 --> 00:07:41.714 Right. 00:07:42.014 --> 00:07:45.458 And, I can't really talk about the detailed specifics because, there's 00:07:45.498 --> 00:07:47.968 commercial confidentiality, but net net. 00:07:48.363 --> 00:07:53.633 Aston Martin Formula One team is going to be using ServiceNow to drive innovation, 00:07:53.633 --> 00:07:55.523 to drive operational efficiencies. 00:07:55.743 --> 00:07:59.743 And ultimately those efficiencies are , what can make the difference 00:07:59.773 --> 00:08:04.059 between that car, fractions of second, whether you're a Formula One fan or not, 00:08:04.069 --> 00:08:05.549 if you watch those cars on the track. 00:08:05.859 --> 00:08:09.583 You watch them overqualifying, the fastest car may do a lap 00:08:09.603 --> 00:08:11.463 in one minute, 30 seconds. 00:08:11.473 --> 00:08:15.683 The slowest car may do it in one minute, 30 and a half seconds, and you got 20 00:08:15.713 --> 00:08:21.279 cars on the grid, so those marginal gains are what really drives the difference 00:08:21.439 --> 00:08:23.459 between winners and losers in Formula One. 00:08:23.859 --> 00:08:27.049 And think about all the data that can be captured in service. 00:08:27.049 --> 00:08:30.029 Now, think about things like tire temperatures, you know, 00:08:30.269 --> 00:08:32.169 heartbeat ratios for the drivers. 00:08:32.199 --> 00:08:33.639 There's just so much data. 00:08:34.044 --> 00:08:39.474 That could be channeled into ServiceNow through all of the analytics capabilities. 00:08:39.784 --> 00:08:42.864 And, I'm just really excited about what the future can hold. 00:08:43.181 --> 00:08:43.641 CJ: Wow. 00:08:43.848 --> 00:08:46.628 Duke: I feel like it's my first day on surface now again, 00:08:47.298 --> 00:08:47.858 CJ: Right. 00:08:48.758 --> 00:08:50.698 Duke: and it's just like, wait a minute. 00:08:51.008 --> 00:08:54.178 This can do way more than, I till, , it 00:08:54.288 --> 00:08:54.448 Damien: Yeah. 00:08:54.448 --> 00:08:55.748 So it's not just a ticketing tool. 00:08:55.788 --> 00:08:58.118 Let's, let's just get, let's just break that stigma. 00:08:58.138 --> 00:08:59.738 It's not just a ticketing tool. 00:09:00.278 --> 00:09:00.788 CJ: Yes. 00:09:01.438 --> 00:09:01.628 Duke: right? 00:09:01.628 --> 00:09:06.258 I mean, we've been saying it for almost two decades now, but, I don't know. 00:09:06.258 --> 00:09:06.578 But 00:09:06.618 --> 00:09:07.638 Damien: It's funny you say that Rob. 00:09:08.078 --> 00:09:12.298 ServiceNow, ServiceNow is two decades old this June, 20 years old in June. 00:09:13.083 --> 00:09:14.613 Duke: Yeah, which is crazy. 00:09:14.839 --> 00:09:16.009 it's been such a journey now. 00:09:16.139 --> 00:09:17.659 I never like marked the date. 00:09:17.789 --> 00:09:20.819 And so I'm always guessing like how many, how many years do I have now? 00:09:21.319 --> 00:09:21.439 A 00:09:21.529 --> 00:09:22.619 Damien: Well, I'm a newbie. 00:09:22.659 --> 00:09:25.929 I I've only been with the company for 13 of those 20 years 00:09:28.504 --> 00:09:31.614 CJ: Just almost 75 percent of the, of the lifetime. 00:09:33.053 --> 00:09:34.133 Duke: what employee number are you? 00:09:34.476 --> 00:09:36.986 Damien: badge number or of the remaining employees. 00:09:38.226 --> 00:09:39.626 Duke: No, I'm just like, in what order? 00:09:39.626 --> 00:09:40.766 Which, which number were you? 00:09:41.019 --> 00:09:45.489 Damien: well, my badge number is, is yeah, my badge number is 6 8 8. 00:09:45.499 --> 00:09:49.389 So that means since service now was born in 2004. 00:09:49.784 --> 00:09:53.594 I would have likely been the 688th person to walk through a door out 00:09:53.634 --> 00:09:59.411 of full time employees, contractors, technical people, part time interns, etc. 00:09:59.781 --> 00:10:03.751 But at the time I joined the company, I remember that our workforce 00:10:03.771 --> 00:10:06.211 globally was around 350 people. 00:10:06.581 --> 00:10:11.891 And of those 350, I'm the 138th longest serving in terms 00:10:11.891 --> 00:10:13.221 of who's still there today. 00:10:13.424 --> 00:10:13.974 CJ: Wow. 00:10:14.153 --> 00:10:22.597 Duke: and how big, how big are we now? 00:10:26.944 --> 00:10:27.084 Damien: an OG. 00:10:27.084 --> 00:10:32.324 I think , there are some OGs that I have a huge, tremendous amount of respect for. 00:10:32.594 --> 00:10:35.744 People like Eric Schroeder, Wally Marks, who were literally 00:10:35.744 --> 00:10:38.074 there with Fred building those. 00:10:38.234 --> 00:10:42.248 Initial concepts, you know, I joined the gravy trainer a couple of years later, 00:10:42.408 --> 00:10:45.848 but, I, you know, I've certainly like to feel I've contributed along the way. 00:10:46.084 --> 00:10:48.721 Duke: could you tell us any stories where you saw something and you're 00:10:48.721 --> 00:10:50.591 like, that's not going to work? 00:10:50.648 --> 00:10:52.188 but it really caught fire. 00:10:52.388 --> 00:10:59.148 Damien: Um, well, um, there, there is a few, I guess I have to be cautious. 00:10:59.188 --> 00:11:01.278 This is going out in the public domain, 00:11:01.338 --> 00:11:04.018 Duke: I didn't yeah, I didn't want to, like, say it the opposite way. 00:11:04.018 --> 00:11:05.698 Like, what did everybody think was going to happen? 00:11:05.698 --> 00:11:06.668 And it turned out not 00:11:07.593 --> 00:11:09.203 Damien: when I joined, yeah. 00:11:09.203 --> 00:11:12.876 When I joined, you may remember you guys obviously from the, being 00:11:12.876 --> 00:11:16.336 in the ecosystem for so long, our release names were not always named 00:11:16.336 --> 00:11:18.366 after cities in alphabetical order. 00:11:18.746 --> 00:11:21.826 You know, when I tuned, we were on a release that was literally called June 00:11:21.826 --> 00:11:24.706 2011 and they were named after seasons. 00:11:24.986 --> 00:11:30.206 You know, we have fall, winter, June, and, Early in 2012, we were about to launch 00:11:30.206 --> 00:11:35.396 a whole series of releases that were named after cities in alphabetical order. 00:11:35.696 --> 00:11:38.216 And you guys both, you know, pop quiz, what was the first 00:11:38.216 --> 00:11:39.956 release named after letter A, 00:11:41.177 --> 00:11:42.644 Duke: Did 00:11:42.734 --> 00:11:43.419 Damien: a bonus point. 00:11:43.689 --> 00:11:46.419 Now you remember it was Aspen, but did you know it was 00:11:46.424 --> 00:11:48.489 actually gonna be called Athens 00:11:48.939 --> 00:11:49.729 CJ: No, didn't know 00:12:11.761 --> 00:12:15.311 Damien: our releases, you know, based on stability and quality. 00:12:15.841 --> 00:12:18.141 And we're going to name them off the major cities. 00:12:18.491 --> 00:12:22.421 And he said, hang on a minute, we've got Athens as the target city. 00:12:22.451 --> 00:12:25.671 Now at that time, the Greek economy was going through a little 00:12:25.671 --> 00:12:27.121 bit of turmoil, shall we say? 00:12:27.291 --> 00:12:29.101 You can Google your history for that time. 00:12:29.461 --> 00:12:32.821 And Fred was not happy about the idea of naming. 00:12:33.126 --> 00:12:37.676 Our first major release after a city that was about to tank the European economy. 00:12:37.676 --> 00:12:41.956 So about four weeks before go live, it was renamed to Aspen and the rest is history. 00:12:44.316 --> 00:12:46.511 CJ: Well, you know, I think I, I agree with, , Fred on this one. 00:12:46.511 --> 00:12:50.661 I can very much remember, that time in history and I think, switching to Aspen, 00:12:50.821 --> 00:12:52.621 , from Athens was probably a good call. 00:12:53.589 --> 00:12:54.819 Duke: But you still haven't answered the question. 00:12:58.864 --> 00:12:59.404 CJ: I love it. 00:12:59.464 --> 00:13:02.824 , so Damien, tell me a little bit about how you got to where 00:13:02.824 --> 00:13:04.354 you are now in ServiceNow. 00:13:04.434 --> 00:13:07.748 having been there for 13 years, you, you've got a story to tell there, right? 00:13:07.883 --> 00:13:09.833 Damien: Yeah, look, a lot of it's been luck. 00:13:09.883 --> 00:13:11.223 Right place at the right time. 00:13:11.273 --> 00:13:15.633 You know, I like to think I've worked hard, but I've been given a lot of 00:13:15.663 --> 00:13:17.983 good fortune and a lot of opportunity. 00:13:18.253 --> 00:13:21.603 That I seized by the horns, you know, I grabbed that opportunity and I made the 00:13:21.613 --> 00:13:25.763 most of it, but I want to recognize that there are many people out there that 00:13:25.763 --> 00:13:29.973 work equally hard and perhaps haven't had the same luck or opportunities I've had. 00:13:29.973 --> 00:13:32.866 So keeping my feet on the ground, hungry, but humble. 00:13:33.216 --> 00:13:36.546 You know, I joined ServiceNow as a junior individual contributor 00:13:36.576 --> 00:13:38.106 in the support organization. 00:13:38.296 --> 00:13:42.576 today we have a huge global customer and technical support organization that's 00:13:42.836 --> 00:13:44.626 complemented by our impact offering. 00:13:44.763 --> 00:13:47.776 back in the day, when I joined, I think our support organization 00:13:47.776 --> 00:13:49.819 was 25 people globally. 00:13:50.136 --> 00:13:53.919 We had a few in our London office in Richmond, which I joined and 00:13:53.919 --> 00:13:55.409 a few in the San Diego office. 00:13:55.409 --> 00:13:58.859 And, you know, over the years we added more support centers and now 00:13:58.869 --> 00:14:00.979 have a 24 by seven global model. 00:14:01.709 --> 00:14:04.969 And back in the day, when I joined the support organization, I remember 00:14:04.969 --> 00:14:08.993 three months into my role, brand new to the company, still cutting my teeth. 00:14:09.043 --> 00:14:12.628 And my then manager said, Damien, I would like you to go and build 00:14:12.628 --> 00:14:14.178 us a major incident process. 00:14:14.848 --> 00:14:18.708 So I looked behind me over my shoulder just to make sure that he was actually 00:14:18.708 --> 00:14:23.708 speaking to me and he said, yeah, look, we're getting hit really hard in support. 00:14:23.708 --> 00:14:25.818 We're getting a lot of P ones, a lot of outages. 00:14:26.178 --> 00:14:29.088 Our data centers then weren't as stable as they are now. 00:14:29.918 --> 00:14:31.718 Today's service now is very proud of our. 00:14:32.273 --> 00:14:36.093 Availability and uptime back then, let's just say that there was a few ups and 00:14:36.093 --> 00:14:37.793 downs with the network reliability. 00:14:38.393 --> 00:14:42.273 So our support organizations getting totally bombarded with these P ones 00:14:42.333 --> 00:14:47.189 and major incidents, but we didn't have any major incident process or tooling. 00:14:47.240 --> 00:14:51.779 so I partnered with our development teams, and, between us, we built what's 00:14:51.779 --> 00:14:54.729 called the mass outage tool, the MOT. 00:14:55.099 --> 00:14:59.149 And that later went on to evolve and become what is today known as 00:14:59.149 --> 00:15:03.473 the major incident workbench, and it, became part of the core product. 00:15:03.513 --> 00:15:05.633 It was a customization that we use then. 00:15:06.343 --> 00:15:10.203 , so I did a couple of years in support, and then I hired some major incident 00:15:10.243 --> 00:15:13.813 managers and subsequently found myself in a management role, , managing people. 00:15:14.033 --> 00:15:15.343 That was new and interesting. 00:15:15.743 --> 00:15:16.293 , and. 00:15:16.673 --> 00:15:20.933 After a few years in support, the opportunity came up to move out of 00:15:20.933 --> 00:15:22.933 support into the product organization. 00:15:23.513 --> 00:15:28.093 And I took that opportunity and I guess the rest has been, the best 00:15:28.103 --> 00:15:29.973 five, six years of my entire career. 00:15:30.178 --> 00:15:30.528 CJ: Nice. 00:15:30.998 --> 00:15:33.801 So I'm like, I'm in, I'm an it, guy, by trade, I guess. 00:15:34.081 --> 00:15:37.271 I don't know what I call myself now, but I definitely started in the I. 00:15:37.321 --> 00:15:37.531 T. 00:15:37.531 --> 00:15:39.681 org, doing support and that sort of thing. 00:15:39.681 --> 00:15:43.781 And, now I, guess I don't know if I, maybe I am product or maybe 00:15:43.781 --> 00:15:45.961 I'm, you know, cause I don't know what you call a consultant, right? 00:15:45.961 --> 00:15:47.651 I feel like I wear like every hat. 00:15:47.926 --> 00:15:50.666 That is where like in every project. 00:15:50.666 --> 00:15:50.946 Right. 00:15:51.146 --> 00:15:54.996 But also having started from that, support side, Of, looking at things 00:15:54.996 --> 00:15:56.236 like, okay, something's broken. 00:15:56.236 --> 00:15:59.503 We got to fix it to now, there are problems that we can see that 00:15:59.503 --> 00:16:02.398 are, longer term and like, how do we build solutions for those? 00:16:02.691 --> 00:16:05.841 it's just great to hear someone else come from that world. 00:16:05.944 --> 00:16:08.914 and get to the level where you are now and know that like 00:16:08.914 --> 00:16:09.944 you're helping guide the ship. 00:16:10.008 --> 00:16:12.558 because, you know, I think, support folks are some of the 00:16:12.578 --> 00:16:15.378 least listened to an organization, but some of the most important. 00:16:16.203 --> 00:16:16.873 Damien: Absolutely. 00:16:16.873 --> 00:16:19.566 And when I talk to customers now, today I'm very fortunate. 00:16:19.586 --> 00:16:23.196 I've been elevated to a senior leadership role within the product organization. 00:16:23.591 --> 00:16:27.571 And I get paraded in by our sales organization to go and talk to 00:16:27.571 --> 00:16:29.031 customers as, Hey, this is Damien. 00:16:29.031 --> 00:16:30.641 He's the head guy in product. 00:16:30.758 --> 00:16:34.148 but when they hear about my background in support, I think it 00:16:34.148 --> 00:16:36.458 makes that engagement more authentic. 00:16:36.798 --> 00:16:39.998 You know, if I'm talking to a platform owner or an IT director 00:16:40.468 --> 00:16:44.118 and I explain my background working in support, I've walked the walk. 00:16:44.398 --> 00:16:45.978 I've worked with help desk systems. 00:16:45.978 --> 00:16:48.338 I've worked with ticketing tools that just don't work. 00:16:48.368 --> 00:16:52.643 And Cobbled together on shoestrings, and I can feel their pain. 00:16:53.003 --> 00:16:56.623 And then when I explain how we can solve those problems with our single 00:16:56.623 --> 00:17:01.469 platform, single data model, their eyes just light up and they believe me. 00:17:01.779 --> 00:17:05.629 And sometimes I've been accused or I don't know if accusation is the 00:17:05.629 --> 00:17:08.309 right word, but people say, Hey, Damien, you're really good in sales. 00:17:08.309 --> 00:17:09.929 And I'm like, but I'm not in sales. 00:17:09.929 --> 00:17:13.189 I'm just evangelizing the capabilities in the product. 00:17:14.008 --> 00:17:14.488 CJ: Yes. 00:17:14.608 --> 00:17:15.218 Oh my God. 00:17:15.218 --> 00:17:15.448 Right. 00:17:15.448 --> 00:17:17.421 Like same, definitely some synergy there. 00:17:17.501 --> 00:17:20.571 I love that because I feel the same way I get dropped in a situation. 00:17:20.581 --> 00:17:20.851 Right. 00:17:20.861 --> 00:17:23.844 And it's I'm just talking the book, this thing is great. 00:17:23.844 --> 00:17:27.551 I'm just telling people how it was great and how I've seen it evolve and 00:17:27.551 --> 00:17:30.911 how it can help and you're selling, I'm not, I'm not really, I mean, 00:17:30.941 --> 00:17:32.431 you can really do all of this stuff. 00:17:32.791 --> 00:17:33.151 Um, 00:17:33.281 --> 00:17:37.641 Duke: funny, like, I've always been captivated by that social dynamic, right? 00:17:37.641 --> 00:17:42.551 If you, if you cross passion with expertise and a good tool, 00:17:42.801 --> 00:17:44.201 then it's just like, Oh, you. 00:17:44.321 --> 00:17:47.121 Must be in sales by the way you talk, but then if you look at 00:17:47.121 --> 00:17:51.531 like any of those really big, long sales processes, it's like, none 00:17:51.531 --> 00:17:53.231 of that is in there half the time. 00:17:53.726 --> 00:17:54.236 Damien: you're right. 00:17:54.316 --> 00:17:58.986 And passion, passion and enthusiasm are probably two of my middle names, right? 00:17:59.196 --> 00:18:01.076 And clearly, yeah. 00:18:01.126 --> 00:18:04.056 And clearly I work with the best tool, the best product, the best platform. 00:18:04.336 --> 00:18:05.286 Expertise? 00:18:05.986 --> 00:18:07.536 I'm not too sure about expertise. 00:18:07.556 --> 00:18:08.966 Like I say, I think I got lucky. 00:18:10.251 --> 00:18:12.461 Duke: well, I mean, when I talk about expertise, I'm talking 00:18:12.461 --> 00:18:17.241 about , you have been the person who would be a user of ServiceNow. 00:18:17.629 --> 00:18:18.119 Damien: Yeah. 00:18:18.484 --> 00:18:22.354 Duke: You have been the person whose life would have been easier with 00:18:22.374 --> 00:18:23.584 whatever you're rolling out that 00:18:24.329 --> 00:18:24.689 Damien: Yeah. 00:18:24.689 --> 00:18:26.199 And to be fair, I have. 00:18:26.534 --> 00:18:29.934 Being a user, you know, service now has a program called now on now. 00:18:30.331 --> 00:18:34.921 our CIO, our chief digital information officer, Chris Betty is the champion 00:18:34.951 --> 00:18:40.391 and owner of our now on now program that we showcase to service now customers 00:18:40.451 --> 00:18:45.081 at our events, our executive briefings, how we're using the platform internally. 00:18:45.866 --> 00:18:47.386 to solve business problems. 00:18:47.766 --> 00:18:53.136 Now I was doing that while in the support organization long before now on 00:18:53.136 --> 00:18:55.576 now became, you know, a named program. 00:18:55.956 --> 00:18:59.896 Our support leadership team would say to customers, you should speak to Damien 00:18:59.896 --> 00:19:03.966 and I would go and demonstrate to them how we were using things like that mass 00:19:03.966 --> 00:19:06.066 outage tool to run major incidents. 00:19:06.526 --> 00:19:09.833 And, part of that probably contributed to it becoming part of 00:19:11.203 --> 00:19:13.789 CJ: so I will push back a bit when you say, expertise. 00:19:13.789 --> 00:19:14.419 Maybe not. 00:19:14.678 --> 00:19:16.948 it sounds you demonstrated that a lot, even if you don't 00:19:16.948 --> 00:19:17.898 want to take credit for it. 00:19:18.068 --> 00:19:21.608 But, I think 1 of the things too, that I want to talk or an additional angle 00:19:21.608 --> 00:19:25.014 I want to talk about, you know, from the support angle going to, where you 00:19:25.014 --> 00:19:26.434 are now in product management, right? 00:19:26.444 --> 00:19:29.074 Service now has a, program rise up, And next gen. 00:19:29.104 --> 00:19:29.724 Damien: Oh, yeah, 00:19:29.991 --> 00:19:32.851 CJ: encouraging a lot of folks who started out like you and me, right? 00:19:32.851 --> 00:19:36.851 Like in the support org, or maybe it's something that's not even support for 00:19:36.861 --> 00:19:42.421 like it, but in coming into the ecosystem and trying to end up in places like where 00:19:42.421 --> 00:19:44.441 you are or where I am over to Duke is. 00:19:44.751 --> 00:19:48.501 Talk about a little bit about how you see like your career, 00:19:48.596 --> 00:19:50.368 being an example for those folks. 00:19:51.378 --> 00:19:51.848 Damien: I will. 00:19:51.888 --> 00:19:55.018 But it's interesting you mentioned Rise Up, Corey, because if I go to 00:19:55.018 --> 00:19:58.338 the ServiceNow website and click on the Rise Up link, there's a tall, 00:19:58.338 --> 00:19:59.978 handsome dude right in the middle. 00:20:01.978 --> 00:20:05.818 So, you know, when we talk about hungry but humble, like, Hey, 00:20:05.828 --> 00:20:07.528 look, who's the face of Rise Up? 00:20:07.538 --> 00:20:08.268 It's Corey. 00:20:08.798 --> 00:20:09.148 And 00:20:09.823 --> 00:20:34.723 CJ: very much. 00:20:34.803 --> 00:20:35.603 Damien: that's why you're. 00:20:36.018 --> 00:20:37.238 An ambassador for rise up. 00:20:37.258 --> 00:20:39.448 That's why I'm an ambassador for rise up. 00:20:39.848 --> 00:20:44.018 And I'll gladly talk about my own career journey, but what a program and what an 00:20:44.018 --> 00:20:48.328 opportunity for anyone listening to this show, if they're not already involved in 00:20:48.328 --> 00:20:53.158 the ecosystem, there's just a whole wealth of opportunities for them to get involved. 00:20:54.128 --> 00:20:58.898 Duke: This is a great opportunity to ask you, A question for our audience. 00:20:58.946 --> 00:21:02.324 what advice would you give for the people who have maybe got their 00:21:02.324 --> 00:21:07.324 CSA or they're on the journey and they're still in the grind phase? 00:21:07.374 --> 00:21:08.714 , the opportunities aren't coming. 00:21:08.944 --> 00:21:11.034 What would you say to them? 00:21:11.088 --> 00:21:12.798 where would you have them focus their efforts? 00:21:12.798 --> 00:21:13.758 What would you have them do? 00:21:14.528 --> 00:21:14.868 Damien: Yeah. 00:21:14.878 --> 00:21:15.548 Well, okay. 00:21:15.578 --> 00:21:16.318 Thanks for asking. 00:21:16.348 --> 00:21:17.148 And my. 00:21:17.308 --> 00:21:19.628 Guidance might be different to anyone else's. 00:21:19.628 --> 00:21:24.008 I'm going to speak from personal experience, and for me, it's all about 00:21:24.028 --> 00:21:29.018 building a network, having champions, um, having opportunities that can 00:21:29.018 --> 00:21:34.074 open doors, I've spent the last few years really focused on building 00:21:34.074 --> 00:21:39.948 my network, building relationships, building connections, and that has. 00:21:40.248 --> 00:21:44.228 Presented opportunities for me to be invited to speaking events, et cetera. 00:21:44.428 --> 00:21:49.148 If someone's building out their career, if you've got more people in your 00:21:49.178 --> 00:21:53.588 backyard, right, in your network, then one of those opportunities is 00:21:53.618 --> 00:21:55.228 hopefully going to present itself. 00:21:55.608 --> 00:21:56.588 And by that, I mean. 00:21:56.888 --> 00:22:00.998 Within ServiceNow as an organization that is clearly growing rapidly with a 00:22:00.998 --> 00:22:07.028 whole load of job opportunities, but also within that thriving partner ecosystem, 00:22:07.618 --> 00:22:11.561 Rob, I know you personally, people are always asking you, sending you resumes. 00:22:11.561 --> 00:22:12.651 How can I get this role? 00:22:12.651 --> 00:22:13.681 How can I get this role? 00:22:13.891 --> 00:22:17.641 So you've probably got a very, very strong opinion on this as well, right? 00:22:17.891 --> 00:22:18.621 It's like, yes. 00:22:18.961 --> 00:22:20.181 I've got my accreditation. 00:22:20.181 --> 00:22:23.591 I'm going to the resources like product documentation. 00:22:23.601 --> 00:22:28.671 Now create now learning, getting that knowledge, but how can you apply that 00:22:28.671 --> 00:22:32.001 practically, you know, download a personal developer instance, right? 00:22:32.351 --> 00:22:34.251 And get that PDI up and running. 00:22:34.551 --> 00:22:37.861 You can't beat hands on experience of playing. 00:22:38.206 --> 00:22:42.206 With the product and becoming more experienced with it, but then by 00:22:42.216 --> 00:22:46.589 networking, attending ServiceNow events, being part of the community, building 00:22:46.589 --> 00:22:50.749 a reputation of, contributing to those articles and answering some of those 00:22:50.769 --> 00:22:54.529 questions, it's just going to increase your opportunities and your chances 00:22:54.759 --> 00:22:56.929 when you do need that next career move. 00:22:57.484 --> 00:23:00.761 Duke: I would love to double click on this a little bit if we can. 00:23:01.101 --> 00:23:04.821 Cause I did a lot of networking in my youth, right? 00:23:04.821 --> 00:23:06.601 Let's call it my, my 20 to 00:23:07.036 --> 00:23:09.026 Damien: Oh, no, no, so you misunderstood me. 00:23:09.026 --> 00:23:10.196 I'm not talking about partying. 00:23:11.621 --> 00:23:13.131 Duke: No, I was not that exciting. 00:23:13.141 --> 00:23:13.991 I really wasn't. 00:23:14.158 --> 00:23:19.998 and so from 20 to 30, I did work and I maintain connections, but I didn't pay 00:23:20.028 --> 00:23:25.104 mindful attention to what networking is and how do you do it, until knowledge. 00:23:25.124 --> 00:23:26.344 11, were you at knowledge? 00:23:26.344 --> 00:23:27.144 11, that 00:23:27.329 --> 00:23:27.789 Damien: In Frankfurt, 00:23:27.814 --> 00:23:28.044 Duke: before. 00:23:28.979 --> 00:23:29.649 Oh, sorry. 00:23:29.669 --> 00:23:29.949 No. 00:23:29.949 --> 00:23:33.029 In, uh, in, oh, gosh, where was Knowledge 11? 00:23:33.029 --> 00:23:33.329 Corey? 00:23:33.329 --> 00:23:33.939 San Diego? 00:23:34.084 --> 00:23:34.164 CJ: Norley's. 00:23:34.184 --> 00:23:34.844 Is that the one? 00:23:35.749 --> 00:23:36.989 Damien: New Orleans was 2012, 00:23:38.269 --> 00:23:39.509 Duke: So was it San Diego? 00:23:39.949 --> 00:23:43.559 Damien: San Diego was 2010, Knowledge 11 was in Frankfurt because that year 00:23:43.559 --> 00:23:47.669 in 11 they had that big volcano in Iceland that stopped all air traffic. 00:23:48.009 --> 00:23:51.219 So what Fred did, they held the event in Knowledge in Frankfurt in 00:23:51.229 --> 00:23:55.759 Europe, but in 2012, it was in New Orleans, in 2013, it was at the Aria. 00:23:55.809 --> 00:23:57.029 I'll stop, I'll stop. 00:23:57.279 --> 00:23:57.619 Duke: sorry. 00:23:57.619 --> 00:23:59.329 You got hella bad. 00:23:59.521 --> 00:24:01.671 CJ: Yeah, I went back to what it was, um, at the beginning. 00:24:01.671 --> 00:24:08.811 Yeah, 00:24:09.116 --> 00:24:10.586 Damien: gonna have to make a bit of a soundbite. 00:24:10.626 --> 00:24:12.376 I've reached black position, I've reached black position. 00:24:12.376 --> 00:24:12.926 Is that better? 00:24:13.486 --> 00:24:13.976 Duke: No. 00:24:15.036 --> 00:24:15.136 Damien: Oh, 00:24:19.046 --> 00:24:21.206 testing, testing, testing, one, 00:24:21.296 --> 00:24:22.186 Duke: like a Dalek, man. 00:24:22.806 --> 00:24:23.276 Damien: Really? 00:24:23.486 --> 00:24:24.016 Really? 00:24:24.276 --> 00:24:24.856 Duke: Yeah, I know. 00:24:24.856 --> 00:24:28.196 It's really, it's like 00:24:28.876 --> 00:24:29.266 Damien: Oh no. 00:24:29.576 --> 00:24:30.246 Oh no. 00:24:30.246 --> 00:24:30.876 Duke: like a Dalek. 00:24:31.593 --> 00:24:33.023 Say something very angrily. 00:24:36.053 --> 00:24:38.243 Damien: You're not using that as a soundbite. 00:24:41.048 --> 00:24:43.758 I just MacBook Pro microphone, is that better? 00:24:44.347 --> 00:24:45.977 Duke: no distortion and it'll do. 00:24:46.166 --> 00:24:46.596 CJ: Yeah. 00:24:46.663 --> 00:24:47.563 Damien: Yeah, sure. 00:24:47.913 --> 00:24:50.563 You can get closer to it if that's better. 00:24:50.776 --> 00:24:50.966 Duke: Right. 00:24:50.966 --> 00:24:51.446 There's good. 00:24:51.614 --> 00:24:54.794 the short technical issue there, folks, we may have edited that out, or we may 00:24:54.794 --> 00:24:56.484 have kept it in for the, for the laughs. 00:24:56.684 --> 00:24:59.204 So what we were talking about was double clicking on what do we 00:24:59.204 --> 00:25:01.214 mean when we say do networking? 00:25:01.824 --> 00:25:02.234 Damien: Yeah. 00:25:02.381 --> 00:25:04.571 Wait, you started, you said about knowledge and then we were 00:25:04.571 --> 00:25:07.001 arguing over which year it was and which, which venue it was 00:25:07.141 --> 00:25:11.071 Duke: Yeah, no, I think there must have been a European knowledge and a 00:25:11.127 --> 00:25:14.437 North American knowledge because this was definitely in California, right? 00:25:14.657 --> 00:25:16.667 Damien: It was probably San Diego around that 00:25:16.877 --> 00:25:17.737 Duke: it was in a tent. 00:25:17.737 --> 00:25:17.897 Okay. 00:25:18.207 --> 00:25:18.847 It was in a tent. 00:25:20.417 --> 00:25:21.287 A big top tent. 00:25:21.297 --> 00:25:23.167 It was a very big tent, but it was still a tent 00:25:23.297 --> 00:25:24.527 CJ: Sounds like a music fest. 00:25:25.317 --> 00:25:26.247 Duke: Yeah, yeah. 00:25:26.427 --> 00:25:27.767 Like, a little smaller. 00:25:28.024 --> 00:25:31.644 Go to the lunch room, which was like a room in the conference 00:25:31.644 --> 00:25:33.544 center , you could see all four walls. 00:25:33.634 --> 00:25:34.094 It was crazy. 00:25:34.189 --> 00:25:36.689 Damien: Knowledge was a much smaller event back then, right? 00:25:36.814 --> 00:25:37.684 Duke: Yeah, oh yeah. 00:25:37.854 --> 00:25:40.754 No, I mean even the distance between 11 and 12. 00:25:40.754 --> 00:25:42.094 It was like, at 00:25:42.299 --> 00:25:42.929 Damien: Oh yeah. 00:25:43.074 --> 00:25:45.904 Duke: in the lunch room, it was the same size as the entire 11. 00:25:46.994 --> 00:25:47.424 Uh, 00:25:47.549 --> 00:25:51.929 Damien: when Frank Slootman came in ready to, to basically IPO ServiceNow. 00:25:51.929 --> 00:25:56.509 And, and bearing in mind ServiceNow was only the, well, it was the first company 00:25:56.509 --> 00:25:58.779 to IPO after Facebook just for context. 00:25:58.789 --> 00:26:00.009 So it was pretty big. 00:26:00.589 --> 00:26:04.199 The company was going through this period of hyper growth and not, 00:26:04.309 --> 00:26:08.749 yeah, knowledge doubled in size, you know, by, by 2013, the first one 00:26:08.749 --> 00:26:12.499 in Vegas at the ARIA, there were 4, 000 people at that knowledge event. 00:26:13.079 --> 00:26:14.509 CJ: that was my first one. 00:26:15.269 --> 00:26:15.589 Damien: Yeah. 00:26:15.589 --> 00:26:16.339 And mine too. 00:26:16.339 --> 00:26:18.619 And do you remember the now guys, you know, the big giant M& M's? 00:26:18.749 --> 00:26:19.329 CJ: Yes, 00:26:21.029 --> 00:26:22.629 Damien: But more importantly, let's pivot back. 00:26:22.629 --> 00:26:25.839 We're talking about networking and being able to go to those events 00:26:25.859 --> 00:26:28.719 means you have the opportunity to mingle with other attendees, right? 00:26:28.794 --> 00:26:29.994 Uh 00:26:30.669 --> 00:26:34.619 . , CJ: and not only just other attendees, it's important to understand, the profile 00:26:34.629 --> 00:26:39.559 of an attendee, , this is some people who show up to knowledge care about and 00:26:39.559 --> 00:26:42.369 have this passion for the platform, right? 00:26:42.369 --> 00:26:48.072 This deep , And it resonates from them, like it's, like walking into a room 00:26:48.072 --> 00:26:52.102 with it, where everybody else thinks the same way that you do from the 00:26:52.102 --> 00:26:53.682 perspective of, we love this thing. 00:26:53.922 --> 00:26:57.612 ? And so you might be at home and feel weird talking to people about service 00:26:57.632 --> 00:26:58.952 now, because they've never heard of it. 00:26:59.202 --> 00:27:02.832 And then you walk into knowledge and everybody's like, man, don't you get it? 00:27:04.017 --> 00:27:04.457 Damien: huh. 00:27:05.117 --> 00:27:08.207 I've explained to my family, I've tried to explain what knowledge is 00:27:08.207 --> 00:27:13.717 like and I've said it's like Comic Con without the fancy dress and instead of 00:27:13.737 --> 00:27:17.347 talking about, superheroes or cosplay, we're just talking about ServiceNow. 00:27:17.597 --> 00:27:21.107 But every single person in that event is passionate, almost as 00:27:21.157 --> 00:27:22.557 Duke: They're all the superheroes, right? 00:27:23.047 --> 00:27:23.357 Damien: right? 00:27:23.387 --> 00:27:24.287 Yeah, absolutely. 00:27:24.752 --> 00:27:29.952 Duke: but on top of just being in the presence, like, you really have to 00:27:30.112 --> 00:27:34.312 go out of your way and talk to people like it's going to happen naturally. 00:27:34.322 --> 00:27:36.716 But I think it's just in the trenches. 00:27:37.126 --> 00:27:38.586 What does it mean to build a network? 00:27:38.736 --> 00:27:38.946 Right? 00:27:38.976 --> 00:27:39.936 It means 00:27:40.229 --> 00:27:40.875 CJ: mean, you 00:27:41.056 --> 00:27:44.286 Duke: getting to a point with somebody that you can reach out and contact them 00:27:44.286 --> 00:27:46.406 whenever or getting them to remember you. 00:27:47.076 --> 00:27:49.946 And at knowledge 11, actually the keynote speaker, that was, 00:27:50.166 --> 00:27:50.866 that was the thing, right? 00:27:50.866 --> 00:27:54.236 It was so small, the keynote speaker had nothing to do with service. 00:27:54.236 --> 00:27:55.796 Now it's just some motivational speaker guy, 00:27:55.846 --> 00:27:56.492 CJ: discussion going 00:27:56.726 --> 00:27:57.146 Damien: yeah, 00:27:57.626 --> 00:27:58.446 Duke: which was awesome. 00:27:58.941 --> 00:28:02.961 But , he told the story about how introverts are like better network. 00:28:03.041 --> 00:28:06.064 I considered myself a shy, introvert at the time. 00:28:06.164 --> 00:28:06.414 Right. 00:28:06.414 --> 00:28:10.154 But he said, introverts build better networks because they 00:28:10.184 --> 00:28:11.774 put the focus on somebody else. 00:28:12.074 --> 00:28:16.794 So when they meet somebody, they're like at, so that they don't have to be 00:28:16.844 --> 00:28:19.174 the center of attention and talk a lot. 00:28:19.194 --> 00:28:20.914 They will ask the questions of. 00:28:21.229 --> 00:28:23.379 The other person and the other person remembers that like, oh, 00:28:23.379 --> 00:28:24.379 this person makes me feel good. 00:28:24.449 --> 00:28:26.559 I talked a lot and you know what I mean? 00:28:26.569 --> 00:28:28.999 And so they have, they store all the potential energy of that. 00:28:29.739 --> 00:28:30.069 Damien: that's right. 00:28:30.259 --> 00:28:31.989 And I think that those events are great. 00:28:32.039 --> 00:28:35.629 Those conferences, seminars, local meetups, you know, like developer meets 00:28:35.629 --> 00:28:39.319 and that they're always a good opportunity to meet like minded professionals, 00:28:39.719 --> 00:28:43.469 but if you were asked some advice, I'd say like, look at what events 00:28:43.469 --> 00:28:44.979 are taking place in your local area. 00:28:44.979 --> 00:28:48.179 You know, you don't have to travel the world to find an event. 00:28:48.649 --> 00:28:49.979 , and then when you attend. 00:28:50.494 --> 00:28:53.674 Try and find out who is going to align with your networking goals 00:28:53.674 --> 00:28:55.334 , bring business cards, et cetera. 00:28:55.694 --> 00:28:58.414 And when I talk about a networking goal, , it's crucial 00:28:58.434 --> 00:28:59.874 to have that clear goal in mind. 00:29:00.304 --> 00:29:03.084 , if you're attending one of these events and you're looking to build your network, 00:29:03.304 --> 00:29:04.894 are you looking to advance your career? 00:29:05.124 --> 00:29:07.394 Are you looking for your next industry opportunity? 00:29:07.394 --> 00:29:08.684 Are you trying to find a mentor? 00:29:08.964 --> 00:29:12.854 So I think having a definition of your personal objectives, that actually 00:29:12.864 --> 00:29:15.174 helps target the right connections. 00:29:15.664 --> 00:29:17.754 and tailor your approach to each interaction. 00:29:18.069 --> 00:29:18.099 Duke: Okay. 00:29:20.079 --> 00:29:22.599 CJ: Yeah, I think that's incredibly important as well. 00:29:22.899 --> 00:29:26.469 ? Because it's great to have a wide ranging network. 00:29:26.609 --> 00:29:29.076 ? But not every, person in your network is going to be useful 00:29:29.096 --> 00:29:30.766 for every stage of your career. 00:29:30.826 --> 00:29:34.752 ? And, um, And, and while a network, , and ultimately , like it all, it always 00:29:34.752 --> 00:29:37.952 feels like a little, like sometimes a little, you know, yucky talking 00:29:37.952 --> 00:29:41.722 about a network like this, but I mean, realistically, , folks are there to 00:29:41.722 --> 00:29:43.552 one, , hopefully you, you get to know 00:29:43.687 --> 00:29:43.877 Damien: You're 00:29:43.962 --> 00:29:45.132 CJ: and you, and you're right. 00:29:45.132 --> 00:29:46.302 And you're better off for that. 00:29:46.302 --> 00:29:47.162 But then also, right. 00:29:47.162 --> 00:29:50.432 It's someone to call on when you're in need, like career wise, 00:29:50.432 --> 00:29:51.662 if you need a mentor, right. 00:29:51.662 --> 00:29:54.852 Or if you're looking to take that next step, are there any opportunities 00:29:54.852 --> 00:29:57.462 or, can you help me figure out how to go about all of that? 00:29:57.732 --> 00:29:58.202 And. 00:29:59.477 --> 00:30:04.587 Duke: Yeah, especially in this ecosystem, Corey, like asking people for help in a, 00:30:04.587 --> 00:30:07.457 in an ecosystem as passionate as ours, 00:30:07.597 --> 00:30:08.477 CJ: yeah. 00:30:08.677 --> 00:30:10.357 Duke: it's just, don't be shy about that. 00:30:11.587 --> 00:30:15.627 Damien: and don't overlook the importance of your existing connections, and by that 00:30:15.667 --> 00:30:19.517 I mean family, colleagues, classmates, acquaintances from your neighborhood. 00:30:19.847 --> 00:30:24.477 Because if you can catch up, and, just share general networking discussions 00:30:24.477 --> 00:30:28.177 about your career, about mental health, which we can talk about later, 00:30:28.227 --> 00:30:29.717 , maintaining those relationships. 00:30:30.152 --> 00:30:32.722 can sometimes lead to unexpected opportunities. 00:30:33.062 --> 00:30:36.992 You know, I live in a very small village in, in rural England, about two hours 00:30:36.992 --> 00:30:38.512 west of London in the countryside. 00:30:38.882 --> 00:30:42.732 But within my village, there are at least three people that are either ServiceNow 00:30:42.732 --> 00:30:44.682 employees or working in the ecosystem. 00:30:45.042 --> 00:30:49.382 So, you know, we can grab a, have a coffee in our local village coffee shop. 00:30:49.692 --> 00:30:52.472 You know, a million miles away from the big smoke from the city, 00:30:52.712 --> 00:30:55.612 and yet we can have an engaging conversation about service now. 00:30:55.767 --> 00:30:56.907 CJ: That's that's great. 00:30:56.957 --> 00:30:59.837 I think I'm the only one in my village who knows what service now is. 00:31:03.102 --> 00:31:04.722 Duke: I'm dying to get to a village, man. 00:31:04.722 --> 00:31:05.942 I can't stand the city. 00:31:06.672 --> 00:31:07.392 Damien: guys are welcome. 00:31:07.482 --> 00:31:08.722 You can come and visit anytime. 00:31:09.582 --> 00:31:12.382 Duke: I went out to there a couple years back to visit James 00:31:12.382 --> 00:31:13.822 Neal and I was out in Reading. 00:31:14.442 --> 00:31:18.179 And, , man, a mind shift, the walkable city thing. 00:31:18.219 --> 00:31:19.319 I thought, I get it now. 00:31:20.942 --> 00:31:22.852 Damien: Yeah, so I live an hour west of James. 00:31:22.982 --> 00:31:26.052 Like I say, , my village has a population of 4, 000 people. 00:31:26.632 --> 00:31:28.006 CJ: Wow, that's tiny. 00:31:28.941 --> 00:31:29.301 Damien: Yeah, 00:31:29.636 --> 00:31:29.966 Duke: well, 00:31:30.121 --> 00:31:31.461 Damien: I think you guys call it quaint. 00:31:32.096 --> 00:31:32.586 CJ: Yeah, yeah. 00:31:32.586 --> 00:31:32.986 There we go. 00:31:32.986 --> 00:31:33.376 Quaint. 00:31:33.436 --> 00:31:34.356 Yeah, that's quaint. 00:31:34.406 --> 00:31:34.976 I like that. 00:31:36.306 --> 00:31:39.206 Duke: I grew up in a small town like that in Canada, but it was a a 00:31:39.206 --> 00:31:41.516 modern place by European standards. 00:31:41.516 --> 00:31:43.936 And so it was built for cars and just kind of, you know what I mean? 00:31:43.936 --> 00:31:46.926 There was, there's a tiny, tiny walkable downtown, but, 00:31:47.531 --> 00:31:49.851 Damien: Some of our buildings are from the 16th century. 00:31:49.871 --> 00:31:52.981 I mean, my village pub is older than the United States of America, right? 00:31:52.981 --> 00:31:54.081 Just for some context. 00:31:55.256 --> 00:31:58.426 Duke: I love how like the European conception of old versus the 00:31:58.426 --> 00:32:00.386 American conception of old is, is 00:32:00.566 --> 00:32:02.686 CJ: it just definitely puts a lot of things in context. 00:32:02.686 --> 00:32:02.996 Right. 00:32:03.156 --> 00:32:03.586 Duke: yeah. 00:32:03.586 --> 00:32:07.805 Um, 00:32:07.826 --> 00:32:11.442 CJ: is, we've talked a lot about, , the past of ServiceNow. 00:32:11.762 --> 00:32:15.342 What are you most excited about for ServiceNow's future? 00:32:15.614 --> 00:32:19.174 Damien: I'm going to be honest, guys , as a ServiceNow employee, I'm obviously 00:32:19.174 --> 00:32:20.864 excited about the stock price, right? 00:32:20.914 --> 00:32:25.824 Because I'm in Look, let's just be transparent about it, right? 00:32:26.041 --> 00:32:29.201 working at a service now has a lot of perks and a lot of benefits. 00:32:29.311 --> 00:32:34.521 I'm really proud to be part of a company that is very focused on employee well 00:32:34.521 --> 00:32:38.151 being, and there are a whole number of perks, not just financial, right? 00:32:38.531 --> 00:32:43.819 But, as an investor, as an employee, As a shareholder, watching that growth 00:32:43.819 --> 00:32:47.809 of that stock price and the success of the company, that is genuinely one of 00:32:47.809 --> 00:32:49.139 the things I'm excited about, right? 00:32:49.139 --> 00:32:50.329 I have to be completely honest. 00:32:50.959 --> 00:32:55.619 But also in relation to that is the impact that it has on people. 00:32:55.759 --> 00:32:57.479 last year, we launched ServiceNow. 00:32:57.479 --> 00:33:00.429 org, our venture into the non profit world. 00:33:00.839 --> 00:33:07.564 And I was personally Close to tears because back in Knowledge 22, I had the 00:33:07.564 --> 00:33:12.857 privilege and honor of meeting the CEO of a, a nonprofit based in South Africa. 00:33:13.477 --> 00:33:17.377 And they were literally using the ServiceNow platform to distribute food and 00:33:17.377 --> 00:33:19.957 supplies to starving children in Africa. 00:33:20.277 --> 00:33:24.687 And that story went on to become a case study for servicenow.org that 00:33:24.687 --> 00:33:28.137 was presented to the entire company at this year's ServiceNow kickoff. 00:33:28.592 --> 00:33:33.202 And, seeing how the platform can make a difference and impact to people 00:33:33.202 --> 00:33:35.442 like that is incredibly gratifying. 00:33:35.882 --> 00:33:40.672 And then, of course, combined with the usage of ChatGPT, GenAI, and 00:33:40.912 --> 00:33:44.722 leveraging large language models built on the ServiceNow platform. 00:33:45.167 --> 00:33:46.877 It's just a great place to be. 00:33:46.887 --> 00:33:49.787 So that's what I'm excited about for now and the future. 00:33:49.927 --> 00:33:50.247 I've 00:33:50.849 --> 00:33:54.199 , Duke: what a great place to leave off, , Damian, , we're at 36 minutes. 00:33:54.199 --> 00:33:55.969 We got to think about winding down here. 00:33:56.329 --> 00:33:57.549 , thank you again for being here. 00:33:57.549 --> 00:33:59.489 And , any last words of advice for audience? 00:33:59.570 --> 00:34:01.859 CJ: Transcription 00:34:02.261 --> 00:34:02.911 Damien: to all of you. 00:34:02.951 --> 00:34:06.757 If you're listening, it means you are obviously, you're into CJ and the Duke, 00:34:06.857 --> 00:34:10.797 which means you're into service now, which means you're invested in the company, 00:34:10.827 --> 00:34:16.507 in the platform, in the product, this ecosystem, it's thriving with technology. 00:34:16.567 --> 00:34:18.227 It's thriving with energy. 00:34:18.502 --> 00:34:22.472 But most importantly, it's about those connections and about the people and this 00:34:22.472 --> 00:34:24.422 network is the best network on the planet. 00:34:24.482 --> 00:34:25.672 So thank you to all of you. 00:34:26.034 --> 00:34:27.414 CJ: Man, like how do you even top that? 00:34:27.414 --> 00:34:27.994 That's amazing. 00:34:28.849 --> 00:34:30.729 Duke: like the best outro we've ever had. 00:34:31.819 --> 00:34:36.449 Damien: Do you, do you need me to try and make the sound of a mic dropping? 00:34:37.959 --> 00:34:39.049 Duke: We can add that in. 00:34:39.049 --> 00:34:39.584 We'll add it 00:34:39.799 --> 00:34:41.499 Damien: I I've really enjoyed chatting to you both. 00:34:42.034 --> 00:34:43.034 Duke: pleasure was ours, Damien. 00:34:43.034 --> 00:34:43.554 Thanks for coming. 00:34:43.874 --> 00:34:45.054 CJ: Absolutely loved it.