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The Tokyo release of ServiceNow introduces Admin Center. Cory and I breakdown our wishlist for this brilliant feature, which has the promise of being the NEXT BIG THING for ServiceNow admins and customers.
Authentic, Authoritative, Unapologetic ServiceNow commentary by Cory "CJ" Wesley and Robert "The Duke" Fedoruk
[00:00:00] Duke: All right, Corey, what are we talking about today?
[00:00:02] CJ: All right, duke, , today we're talking about admin center and what we can do to make it better, right.
[00:00:08] Duke: Yeah. So here's the setup folks in Tokyo, they have this new thing called admin center. We're gonna have a link of description below for a video that I did on it for my Tokyo tour series. , and essentially, , admin center is this new idea where . How would you describe it?
Corey? Like I think about it in terms of facilities management. If you go into a building behind the scenes, all the information is flowing into one room where all the facilities management people are and they have their to-do lists and their tasks, but they also have all these meters engages that, tell them, is everything normal or is stuff not normal?
So I like an admin center to be the admin interface. In which all other admin interfaces roll up to.
[00:00:56] CJ: I like that too. Duke. , it kind of brings to mind the airplane pilot too, right.
Where the plane is just basically a huge dashboards of knobs and widgets and gauges and reporting features that they're keeping Overwatch on to ensure that everything's in the right area and the right kind of optimum kind of range until they get to the Destin.
[00:01:18] Duke: Overwatch. I love that. Like it is my job to react to outta the ordinary.
[00:01:23] CJ: Right.
[00:01:24] Duke: the other thing I like about this idea of like an interface, that rolls up all of the other admin interfaces. Data or most important pieces of information, is that not all admins know exactly what the platform can offer that way.
Right. You take somebody who's fresh outta CSA and say, great, you're the new admin for this company? Like, do they know about security center? Do they know about, you know, which plugins can be upgraded? Do they know about, upgrade center?
[00:01:53] CJ: No
[00:01:53] Duke: about instant scan. So if you take all the things that the system can present an admin and roll, 'em up to one spot.
I think they've got a powerful tool to naturally and passively drive the education of the admin ecosystem.
[00:02:11] CJ: Man, you know, that's a good, point, right? Like new people come into the ecosystem, all the. And no, one's going to know everything about everything. And so some of us old crusty guys, right? Like we have an advantage because we've been learning this thing for years and years and years. So incremental knowledge builds upon existing knowledge, but when your existing knowledge is like super small, right?
Like that, all of that incremental knowledge that's coming at, you has to feel like a fire. So, how do you, onboard someone as efficiently as possible? So they can get up to speed and watch out for the things, that they need to watch out for without necessarily knowing what those things are.
[00:02:51] Duke: Okay. what we're gonna do with this episode is we're gonna just brainstorm a bunch of the things that we would love to see. In the next version of admin center. And what we would love for you to do is in the comments, cuz we're gonna post this on LinkedIn, , in the comments please. , note which ones you like or stuff that you thought we missed and what we hope is that the team that manages this, we'll see it and save them a ton of, , energy in finding people to advise on this product.
This is a once in a lifetime opportunity, everybody to. A feature like a big, huge bang for all of us.
[00:03:31] CJ: Yeah. And smashed that like button brother. always wanted to say that
[00:03:40] Duke: One thing I would love on admin center is some.
visibility as to who has the admin role. and if you could squeeze it in, I'd be satisfied with just account. Like you have 20 people who have admin rights, and you could just eyeball that and, and see if you get the warm fuzzies or not, probably not then, but then being able to drill into it and say like, here's all the individuals that have it.
And the last time they logged in,
[00:04:05] CJ: Yes. And, and importantly, the last time they logged in, right. Because I want to know if I have folks who have the role who don't use it because in those cases, let me go ahead and, and remove those folks from the, from the roster, right. Because one they're not contributing and that's, you know, that's another discussion, but two, that means they have the rights and they don't need them.
Right. And that's an, uh, that's a security, um, risk.
[00:04:28] Duke: it's a huge security risk. I don't think people fully appreciate that the huge security risks come from open doors that you assume won't be used.
[00:04:37] CJ: Right.
[00:04:38] Duke: So just tell yourself a little story in your head. You have somebody who comes and does your implementation.
You're happy with them. The implementation ends. You don't crack down on that admin rights. That person has a massive bitter poisonous breakup with their employer.
[00:04:55] CJ: Yeah. Yep.
[00:04:56] Duke: Now you got this angry person that's got admin rights to some of the instances of your customer.
[00:05:02] CJ: and they have no reason, right? No reason whatsoever. Not to. I mean, there's lots of moral reasons why they shouldn't, but there's no connection. They haven't been using the system. They haven't put a ton of work into it. They're not feeling like, oh my God, I don't wanna break this.
They're thinking I forgot. I still got access to that thing.
[00:05:19] Duke: Yep. And you know, if this doesn't ruin your sleep, then listen to Tim Woodruff and listen to how bad the worker proxy problem is in service. Now, right now, there are people that just give their account information out to other people so that they can do the work for.
[00:05:36] CJ: Oh, my.
[00:05:36] Duke: So for every single admin who's like ID and has an admin account, you have to, now you must assume that anybody else in the entire world can have that person's login info.
[00:05:48] CJ: Yeah, man. And so that, that's a whole nother episode we could do on like security and how to access the ServiceNow, instances. And when, when you should do multi multifactor or when you should do like IP access control, But we can get on a rabbit hole there
[00:06:03] Duke: So some other things in there is like, not only like the count of admin roles and last time logged, but a couple other things that might be handy in there is, uh, logging usages of security, admin
[00:06:15] CJ: Absolutely.
[00:06:16] Duke: and recent impersonations.
[00:06:19] CJ: Yeah, because you want to know too, if an admin is utilizing. How they're utilizing the credentials to a certain degree. Right? I mean, impersonation is, is part of the gig. but if you're always impersonating the CEO, one could wonder like, why, why you're doing that
[00:06:33] Duke: Yep. One. Good.
[00:06:36] CJ: And so next we've got update sets, completed, update sets that aren't local. And we could E even expand that to more, things. But absolutely like the, when you're thinking about any update sets that you have that are off platform. So if you're in the production instance and you've got.
Updates that that are in dev or tests that are being completed. And therefore one would assume being migrated upwards, , in the instance chain, . Let me give some, um, some early access to that, right? Like gimme a little sneak little tasty, right.
[00:07:06] Duke: Yeah. And as the teams get bigger and bigger, it's hard to like really be on top of all of that. So at some point you're gonna have to develop a holistic, . We generally do about five update sets a week. But then once that number jumps up to 10, it's just like, that is not normal.
[00:07:22] CJ: Right,
[00:07:23] Duke: I just use my human pattern, finding thing to just let my guts, do the think.
[00:07:27] CJ: No, no. And that's, absolutely right. I mean, there's so much to be said about pattern finding, but you want to know, like when you're seeing that spike, because you need to be prepared and in production too, if you're, um, used to doing, updates that are about five updates, says. big, why, whatever you wanna call it.
Right. And then all of a sudden you gotta do 10. You might have to do more communication within user community. There might be more conflicts that might happen with existing code, There might be a, a cause there to do exist, more extensive testing, before you move to production. So there are all of these things that start to ping when you see something that's out of the ordinary like that, but it starts with seeing the thing that's out of the.
[00:08:04] Duke: Another thing too, you know, how I always rant about accelerators. Um,
[00:08:09] CJ: man. I can ran it by accelerators too.
[00:08:11] Duke: I'm gonna try not to right now, I'm gonna try so hard. Hmm
[00:08:16] CJ: stay focused.
[00:08:18] Duke: but imagine if before those, those accelerator nightmares happened. Imagine if you had an admin center where the admins were looking at it every day and they said you got, you know, three update sets coming to prod. And one of them has 2000 updates. that would put a different spin on just, just deploy our accelerators, just deploy our best practice module because thousands are scarier than hundreds.
And I think anybody would take a second. Look at that and say, wait a minute, what are you changing?
[00:08:49] CJ: Man, can I get a button too? That I can click that says, tell me what it does. like, right. Like, I mean, because in that situation, you get this thing comes through and it's got 2000, 3000 updates in it and you're like, oh my God, what the hell? The first thing you want to know is what the heck does all of this do?
Right. And I would love to just be able to click that button and then it sends out like a task to the update set owner. What the heck does all of this do? Right. And now , you know, and
[00:09:19] Duke: Make it interactive too. Right.
[00:09:20] CJ: Right. because that's a conversation right there. That is not a accept this, site unseen.
That is a conversation we're in the meeting room. This is probably at least an hour of time on both of our ends. And we're gonna have to break this down and why I need 3000 of your updates.
[00:09:35] Duke: Yep.
[00:09:36] CJ: So
[00:09:36] Duke: It also shows stuff that's outta control. Like maybe somebody accidentally ran a script that updated configuration files that just, you know what I mean? But,
[00:09:43] CJ: Yeah.
[00:09:44] Duke: but the key is it's just. Establish some kind of baseline where I can see a blip in the pattern.
[00:09:50] CJ: Yeah, I would love to see the scope too,
[00:09:51] Duke: this day to day to day?
Right? How would I do this today?
[00:09:55] CJ: No, I was gonna say what also I'd like to see is the application scope. Right. Like, because I wanna know what apps we're updating too, with this, with these updates ads, this might be incident management.
That's cool. Might be it BM. Maybe I need somebody else to look at it. Right. Might need to communicate differently depending on that thing, because that's typically business stakeholders versus like it stakeholders. Right. And they maybe they're a little more resistant to change or a little more resistance to resistant to, change without enough notification.
Right? the application scope, I think comes in handy too.
[00:10:28] Duke: Or just some kind of. I don't know. There's, there's a good solution for this right now, but service now is in the right spot to be able to determine it, but some kind of abstraction that tells me the closest thing of interest. Gosh, how do I describe this? Like, imagine I've got an update set where it's like, the update set is on, incident and change and. Like it rolls up to those three things, which could be plausible, but it could also be like, hold on a second.
[00:10:55] CJ: right,
[00:10:56] Duke: how are you doing changes to problem and change? When you told me you were only gonna do incident stuff
[00:11:01] CJ: right.
[00:11:02] Duke: and we all know service now needs as much visibility as possible into the drift on your like effectively, everything you do is invisible on it until it annoys you.
[00:11:15] CJ: drift, man. That is, that's a good point, right? as your instance ages, everyone needs to be, , way on the lookout for, um, drift. And so, you know, being able to spot that easily, I think, and proactively is a huge use case.
[00:11:28] Duke: the next topics, I'm not sure how deep we could go on them, but it's just take all the other admin interfaces we know and roll them up. Even if it's just a account to the admin interface. So let's talk about all the other, admin type interfaces ATF, right.
[00:11:44] CJ: right.
[00:11:44] Duke: And what will we do with that?
[00:11:46] CJ: Man. So ATF that one's a tricky one. I wanna see the, um, the, things that are being rhyme. I wanna see the results. I wanna see the pass fail. Really. That's what I wanna do. I wanna see pass, fail. That's what I wanna see.
[00:11:58] Duke: this one takes some thinking, cuz it's just ATF can present a lot of things, but essentially it could be some kind of visualization that has the suites, I guess every all ATF rolls up to a suite. Right.
[00:12:09] CJ: Yep.
[00:12:10] Duke: so it's not just like I tested ATF on the whole instance I have. I tested the problem suite or the change suite or the, and so it might be some combination of an ATF suite hasn't run in a long time.
Therefore, how do you know? Or it has been run recently, but had bad results.
[00:12:30] CJ: Man. I wonder if you could even tie this together with the update set stuff that we just mentioned, right. And ensuring that the ATF suites, , have run against, , the update sets before they leave the development or before they leave test instance.
[00:12:45] Duke: Mm. Yeah. I dunno how they'd link that, but again, their
[00:12:49] CJ: Me either but, but, but when we're talking about what we would desire, not what, what we would build , we'll leave that to the experts over at, uh, at service now. But I mean, I would love to see that is that, you know, this code got, built and it was also run through our test suite and it passed or, or NFL.
[00:13:08] Duke: And, and I don't wanna drown in information here. I want it to tell me , Only when I should worry, I don't check my tire gauges every day, but when my dummy light comes on my car that says your tire pressure's low. Right. Then I do something about it. So it's gotta be some kind of artifice where you should probably check on these suites because they haven't been running forever
[00:13:27] CJ: Right.
[00:13:27] Duke: or they Haven been run recently, but they have this many bad things about them.
I don't know. Again, we're just talking about stuff. We want surface.
[00:13:36] CJ: Yeah.
[00:13:37] Duke: other ones are out there. Corey
[00:13:38] CJ: no, man, I, cause I think that's clear too, right? you need to know when to take action. And I think this has to be action oriented. you know, from there duke, I mean, what about instance scan, Is that, is that something that we wanna see bubble up as well?
[00:13:49] Duke: absolutely. Man. Instant scan is, one of those features that I desperately want to blow up.
[00:13:56] CJ: Yeah.
[00:13:56] Duke: And blow up in popularity, cuz I feel like this can solve so many problems. Like I always have a piece of paper at an organization whenever I do architecture work. I'm like here, take this piece of paper, hand it off to every other dev that comes after me.
And it's just a set of standards, don't push anything to prod with an open log statement in it.
[00:14:13] CJ: Right.
[00:14:13] Duke: so what if I said it, but I can't enforce it, but things like instant scan can enforce your standards.
[00:14:20] CJ: So like hiring instant security, right. you got a couple of bouncers with you at all times.
[00:14:24] Duke: Yeah. RO robot bouncers the best kind.
[00:14:27] CJ: Yes. You don't have to pay 'em or feed 'em , you have these balancers, right. And they're always running. And so you surface those scans when they run and, and the results, or you surface the results when they're, when the results are atypical, when, when you're seeing the things that should not happen. Right. And then you can do something about it and idea, right. Again, it's. it's going to be an experienced administrator a lot of times, but it won't always be an experienced administrator, right?
Like sometimes your admin's going to quit and your junior guy finds himself inheriting an entire instance and your business doesn't quite get the value of service now, like blast for me. But sometimes it happens. And so you got this junior guy looking at these knobs and widgets, and the last thing you want them to do is to drown in information.
right. You really want them running around wood, a wrench chasing down the red levels and not necessarily banging on things that are in the green.
[00:15:22] Duke: That's right. So it's just surfacing the kind of emergency information or the things you should be concerned about. But again, I would love it to be, even if it was just a number you have this many scan results. Okay. or this many scan results per category.
[00:15:38] CJ: Yeah. I mean, that encourages curiosity
[00:15:40] Duke: Yeah, exactly. I can encourage curiosity exactly.
Because how many customers like product owner level people, right? The people who sign the checks, the people who are asking, what do I do next on service? Now, how many of those people, can run instant scan or know about instant scan? But if their admin was like, oh, we gotta take care of all this stuff.
Cuz the scanner says it's bad. How would they have known that before?
[00:16:04] CJ: Yes, no way.
[00:16:05] Duke: Admin center, man, like, cuz we got instant scanner. Right. And it's just like, okay, flip a coin if people know about it and go to it. But if you put enough useful stuff on this admin center, everybody's gonna go there and by extension passively, learn about all the extra cool stuff. that dead horse. One more time.
[00:16:24] CJ: we should absolutely kick it because, I think this lends itself to more than just the admin experience too. Right. And that's for another show. But, I do think that if you're end users, aren't utilized in dashboards as their front page for the work that needs to be done in their, purview, then you're probably do something wrong there.
And we can talk about that in another show, duke, but, what do we have next here? Upgrade center results. It looks like, what do you think about those?
[00:16:49] Duke: it's the one thing you can guarantee beyond people's mind, at least once a year, sometimes twice. I, I work with a lot of older clients and they're just not, they're not using it cause not in the habit using it.
[00:17:01] CJ: Right.
[00:17:02] Duke: And they're just doing it the old fashioned way, like let's test for a few weeks and check our guts and then just go and the more, the bigger the instances get the harder it is for that gut feeling to work.
Right. And so I think upgrade center, I mean, upgrade center on its own needs some more, um, abstraction, right? Getting you to. things are bad. Why and where it needs to surface that better to a non-computer scientist. if you know what I mean,
[00:17:29] CJ: Yeah.
[00:17:29] Duke: but even so if upgrade center exists and is awesome on its own, then the most important bits should roll up the admin center.
[00:17:37] CJ: I, I like that, right. Because I like the, I like the out of the box upgrade center monitor and, that dashboard, which puts all of this information. right in front of your face, right at your fingertips. Right. I really, really love that. That is so much better than what we had to do way back in the, in the good old days, you know, and we always talk about the good old days, mostly because of the Wiki.
Wiki was awesome. Um but, you know, surfacing that information up to the admin center too, right? At least the key parts of it, where, so you don't have to go hunting for it and you can start your day with a cup of coffee in one place, examining things. I think it's a great idea. if for no other reason then it, it sets the stage for what you should be thinking about, you know, as you kind of, move on with your day.
So yeah, let's figure out like, um, the, the most, um, you know, what , I'll tell you what, what I'd like to see just like in front of my face at all times the freaking version,
[00:18:30] Duke: Oh yes.
[00:18:33] CJ: The version that
[00:18:34] Duke: it. Like going into like stats.do and just to get the
[00:18:40] CJ: just tell me what family I am and what patch level. Put it on the admin center.
Leave it there at all times.
[00:18:48] Duke: Nobody can dispute the value of this. This is like the easiest win
[00:18:52] CJ: Right, right. I, I know it sounds simple, but man, I just, sometimes I don't know. it all starts to look the same. I got, you know, however many clients you have with however many different versions you're dealing with, plus your own instances and those versions, right? Like there's a lot to keep in your head, like just knowing.
[00:19:11] Duke: how many days you have left before you're outta compliance.
[00:19:15] CJ: Ooh. I love that. I love that. because that, that's your planning right there. That starts your planning cycle, in 62 days you're gonna be out of compliance freak. That means I got 45 days, right. To get the instance upgraded.
[00:19:28] Duke: Yeah. Yeah, no kidding. Yep.
[00:19:31] CJ: You know, that is man, that, that one right there, dude, that's the thing like, I want that thing.
[00:19:37] Duke: yours is better, man. This I, this is why I love admin center. I don't think I've been as, as excited for a feature in a long time, because not only the less experienced service now, admins who don't know about all these admin capabilities now have it presented to them day to day, without them having to be assigned a task to do something right. It's just, they have their to-do list, but they also have all this information, teaching them about their own instance.
Okay. But also for people like you and me
[00:20:05] CJ: Yeah.
[00:20:06] Duke: it's like, what do you do on day one? When you landed a customer who just needs help with stuff, it's like, oh, start asking around and figuring out how the figuring out the lay of the land by asking people. But you could just go there. It can almost be like a Palm reading service, right.
[00:20:20] CJ: Yeah,
[00:20:21] Duke: Give me five, $500. And I will look at your admin center and tell you like where we can start getting value or hardening your instance or improving your everyday life.
[00:20:33] CJ: Man, I can, I'm already envisioning packages that I can put together around this. Right? Like
[00:20:38] Duke: episode is brought to you. It
[00:20:44] CJ: I mean, think about it. You start, , packaging this thing up with a few other proactive things you, that you can jump in and run and all of a sudden, right. You've got a pretty comprehensive health check that you can do for a. And, you know, at least give them a, a printout of where they are and, and, and start to give them some basic, you know, where you wanna be advice right before you even do anything in depth.
So,
[00:21:05] Duke: one.
[00:21:05] CJ: yeah, go for it.
[00:21:07] Duke: we have that mutual client that we've just been talking to about like the whole catalog overhaul, and they have this many items, but how many other, which, what are their top 20. Right. And, but imagine if you just had a page on the admin center that talks about stale important things, I wanna talk about the CMDB and stale CIS and all that stuff.
Like, just keep that in its own management interface, but Here's the suite of catalog items that haven't been run in 90 days.
[00:21:34] CJ: I like.
[00:21:35] Duke: Here's all the reports that haven't been run in 30 days, 90 days. Here's all the dashboards that nobody has pulled up in. You know what I mean?
[00:21:43] CJ: Yes, I do.
[00:21:46] Duke: and you
[00:21:46] CJ: I do.
[00:21:47] Duke: And when somebody tells you, like, fix this, you just cross reference it, but it's like, nobody, nobody uses it. or let's, let's close it and get outta the way let's retire. Some of this configuration we have.
[00:21:58] CJ: I mean, it is the why. Right? Like it's the why to every, ask that you get from a client, right? Like, Hey, can you look at improving this functionality? Great. I sure can. But you realize no, one's used this in 180 days, right?
[00:22:11] Duke: Yeah.
[00:22:12] CJ: and they're like, what? That's our most important catalog item.
Say , that's debatable. and so that, there creates a conversation point. Right. And as a consultant, conversation points are key, absolutely key to determining where you can add value the most, right? Like if you're just coming in and you're and the client saying, Hey, we've identified these five things that we need to make our instance better.
And you say, okay, you are not a consult. Let's make that clear, if they say , these are the things you wanna do. And we say, okay, then you're doing your job wrong. Right. Our job is not to say, okay, our job is to say why until we can say, okay, sorry, ran over.
[00:22:54] Duke: No, that's okay. Uh, we got, time for a couple more.
[00:22:59] CJ: So the, the one that I, I think for me, duke is, email processing stats, right? So we've got all of our good inbound, email actions. Right. And I know a lot of folks are switching to flow designer for some of those as well. so emails come in and then, you know, there's like 10, 15, 18 of these inbound actions, right.
that run against an email. and eventually you hit one and then it does some kind of weird, um, funky scripting that you put in place to do a thing. Right. Well, what happens if that email comes through and it doesn't hit any of those things? To me, that's something I want to know about. because it could just be somebody reaching out for help.
And if it is, I want to know that, right. Because that needs to be appropriately prioritized. It could be spam. That's fine too. But it could be something else, right? Like, whatever it is, if it didn't hit any of my 15 inbound email actions and five flows that I've built as well. Right. If it didn't hit any of those things, I wanna know about it because I, I wanna figure out why it didn't hit any of those things.
And I wanna know what I'm. So that's what I wanna see. I wanna see emails that come in through the queue, make it all the way through all the processing and don't hit a thing.
[00:24:06] Duke: Yeah. I mean, I could literally have used. At one company, I worked with who, for mistake, for severe mistakes, they had done, they had basically let out their company@servicenow.com address, And their external customers and vendors thought, this is how you communicate with that company.
[00:24:24] CJ: Oh,
[00:24:24] Duke: So we had stuff that was ripping through the email and not creating tasks, but it was stuff like.
Hey, I wanna book some services and I'm talking like 1999, I'm talking like $20,000 worth of services of revenue. and it's invisible. It's gone cuz they thought they were contacting the right PR people. And it's just
[00:24:43] CJ: Yep.
[00:24:44] Duke: at least I was doing it manually. I was spending, three to four hours a day.
Looking at this thing, cause it was worth it.
[00:24:51] CJ: Right, right. right.
[00:24:55] Duke: earn your salary for the company in five days. Just like you lost revenue, lost revenue, lost revenue, somebody contact this person right away. Um, but anyways, I just think, oh, what if a simple interface could just say, here's the ones that slipped through and then eyeball them from there versus here's your entire, CIS email log,
[00:25:13] CJ: just makes it so much easier. Right.
[00:25:15] Duke: exactly. No, that's a good one.
[00:25:17] CJ: yeah. And like you said, there, there could be money attached to that. So absolutely a reason to do it.
[00:25:21] Duke: I got one that just came into my head. Well, actually didn't come into my head. I just remembered it. Somebody else suggested it, but, Your tickets at service now.
[00:25:29] CJ: Yes.
[00:25:30] Duke: So it's like, you go to some place on your service now, instance that tells you, you have two or three incidents, things that are related to these problems, blah, blah, blah.
[00:25:39] CJ: Yeah. What is there?
[00:25:41] Duke: Okay. But here's the killer part. Okay. Like, cuz that, that seems to me like it's pretty easy, a low hanging fruit.
Right. But how many times do you have to do these weird communication channels? Because you're a consultant. and your customer doesn't know anything. That's why they hired you. And, and they're like, Corey, how come it works this way? It's like, it's not supposed to work that way.
Call service now and tell them it's doing this weird thing.
[00:26:04] CJ: Right.
[00:26:05] Duke: Right. So it's just like one degree of separation they're telling service. Now service now comes back with some unintelligible response because They didn't understand the customer. Didn't understand to explain
[00:26:15] CJ: Yep.
[00:26:16] Duke: and then it's just like, but Corey, they're saying nothing's wrong.
Just God damnit, just let me talk to them. Um,
[00:26:23] CJ: yeah, so right. Like get me on the call, right? Like,
[00:26:25] Duke: can we please just cut the middle man out here?
[00:26:29] CJ: Can we get the WebEx, please? Let's do the WebEx. They're gonna, they, they want to do WebEx. Let's do WebEx
[00:26:35] Duke: So, but you you're an admin on their system. So if you had the access to the admin center, why couldn't you just add a comment to the open tickets on service now,
[00:26:44] CJ: Yes. Right.
[00:26:45] Duke: then it's just, we're we're communicating for real now or amplifying the value of the communication. I just
[00:26:52] CJ: God. I love that duke.
[00:26:55] Duke: that would add years to people's lives just in the reduced stress.
[00:26:59] CJ: man. Let me tell you, like, if you didn't have to give me access to your high portal and I could just jump right in to your instance and get on the ticket, right? That is yes. that one right there.
[00:27:15] Duke: I don't mind if they control it such that like maybe only a, a designated customer person can create the incident.
[00:27:20] CJ: Sure. That's fine.
[00:27:22] Duke: That's yeah. But man, when you could just say like, okay, listen customer, I will take care of this for you.
[00:27:29] CJ: So like, stand back, stand back. I got this
[00:27:34] Duke: Ah,
[00:27:37] CJ: let me tell you that right there. That's that's worth this waiting goal. That would be awesome because that is such a frustrating thing. I've got so many fricking high accounts now, man, from working with customers that I, no, I mean, hopefully I, and fingers crossed that they removed me at this point.
Right. But I don't, I'm not convinced that I'm removed from all of these instances. Oh, let's be, let's be clear. Right? I, I hope I
[00:28:00] Duke: me, it's a, it's a coin to, to me that the customers even know the administration aspect of that.
[00:28:08] CJ: right.
[00:28:08] Duke: say a fully 50% of the customers in my entire life. Don't know how that works. They figure it out at the time.
[00:28:16] CJ: Yep. Absolutely. Absolutely.
[00:28:18] Duke: all I got, man. You got anything else?
[00:28:20] CJ: No, no dude. That's all I got. I think we hit a, I think we hit a number of 'em man. I think that was pretty good.
[00:28:25] Duke: Okay. Remember, this is all of us together can benefit from this, right? Everybody of every seniority level, independent consultants, partners, customers. take this opportunity in the, in the, uh, LinkedIn posts is gonna be a please. Comment on those parts of these that you like the most, or the ones that we missed that are also super important.
And again, we'll hope and pray that the admin center team at ServiceNow sees it, and we have a chance to make this product ours and awesome. Please take the opportunity,
[00:28:57] CJ: love it.