8: Syncing With Service Now: Technology excellence: The key to business transformation

Feb 21, 2022

Transformation. Everyone’s tossing that word around these days to the point it almost seems meaningless. Yet, it’s not. According to the 2021 EY CEO Imperative Study, nearly two-thirds of CEOs believe technology and digital transformation will have the greatest impact on the future success of their enterprises.

In fact, 68% of these CEOs plan to make big-time technology investments throughout 2022. In particular, the study uncovered that increasing the use of artificial intelligence (AI) was one of the top three priorities for C-level executives seeking to propel organizational growth, followed closely by disruptive innovation.

It’s no coincidence that innovation is also a top priority because technology fuels it today. Yet, too often, technology hampers innovation. Too many organizations believe they need to settle for things working as they are, including archaic, legacy systems and a patchwork of processes. But trying to muddle through these resources is time-consuming and inefficient, robbing the organization of the time and means needed to drive innovation.

Host: Andy Whiteside
Co-host: Moin Kahn


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Andy Whiteside: Everyone and welcome to episode eight of sinking with service now got a got a good topic for you guys today and got some new people mo and Khan has joined us moment is the cto at Z INTEGRA.

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Andy Whiteside: And moment is responsible for well all things cto and, to be frank, a lot of CIO so you get to do both external customer facing in internal it with a specific focus on.

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Andy Whiteside: technologies that we think a lot about and that are going to drive our business and our customers businesses forward and man that’s where service now fits shang the morning how’s it going.

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Moin Khan: Good and thanks Andy for the warm welcome and we’re really excited.

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Moin Khan: To to wear both hats CIO and cto and i’m excited to see how we can, what does integrate is known for making difference to see how I can contribute to making difference.

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Andy Whiteside: yeah so it’s it’s probably three hats right it’s CIO cto and podcaster.

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Andy Whiteside: um well yeah podcaster mo and before we go into the actual blog and i’m gonna go ahead and share my screen on that one but with you to see what what is it about service, now that excites you.

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Andy Whiteside: A company itself and what they’re doing.

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Moin Khan: Service now has always been very close to my heart, especially because of the transformation that they have been doing to business, a lot of time, I come from.

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Moin Khan: Back in all these were people leaving job and we have it team running behind them collecting their laptop their access card their keyboard mouse.

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Moin Khan: All those things it used to be a painful process until service now came into picture, making everything so transformational where you are not running behind putting up and putting a role behind things but.

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Moin Khan: You have a process.

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Moin Khan: and digital transformation behind everything so it’s a click of a button when a person resigns or when come person comes on board how HR and it and business all these three.

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Moin Khan: Things collaborate that used to be always if you look at me 20 years ago, how things were a nightmare trying to have HR talk to business or.

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Moin Khan: Business talk to it, there was a huge gap, and this is where service now comes in filling those gaps on making these three or four different organization talk to each other.

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Andy Whiteside: I love what you said there and I love how it’s going to tie into what we’re going to talk about here in a second, and that is.

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Andy Whiteside: Every company is in some form of digital transformation they’re either transforming from pen and paper to digital.

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Andy Whiteside: or they’re transforming from version one of their digital transformation to version two which hopefully means more sass and more cloud.

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Andy Whiteside: And more things that they’re not responsible for maintaining every day, but every company’s in some form of digital transformation.

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Andy Whiteside: What I love that I think you said about service now is they are part of that digital transformation, but, most importantly, they are the user.

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Andy Whiteside: Integration user interface user experience of digital transformation and if if a company’s lucky and i’ll use the word lucky there.

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Andy Whiteside: They are moving from whatever their legacy was to a world of SAS based digital transformation.

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Andy Whiteside: That, and I can be very wrong here, but in in the least the short term midterm maybe long term that’s it, I mean.

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Andy Whiteside: At that point, digital transformation is going to be what you know what service now or their chosen strategic products do and they’re along for the ride, and that heavy heavy heavy lifting of transforming.

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Andy Whiteside: digitally for the customer and the user interface to that just became somebody else’s problem, and you, Mr customer just just go forward to choosing the best products to use, and you know devops and iterative development and those things become somebody else’s problem.

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Moin Khan: yeah and and if you just put.

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Moin Khan: out behind all these things, think about where this can go tell.

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Andy Whiteside: Well, that that takes us to our blog really and we are in the category at service now if you go there blog side of it management.

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Andy Whiteside: What I love about this topic of it management is it management so because of platforms as a service like service now is turning into.

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Andy Whiteside: Really business management, because what’s good for the goose is good for the gander if you know that term.

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Andy Whiteside: what’s good, for it is likely, good for the business and, to be frank, it is probably too large, of a part, but a large part of business, these days, so if you’re getting better at how you manage and implement that you’re probably getting better how you run your business.

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Moin Khan: I agree, and a lot of time and if you again, if you are a rewind a few years back.

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Moin Khan: It was always considered as a cost and business was always considered someone who is making bringing money and.

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Moin Khan: that’s one place where it was always a big struggle to make these to talk and that’s that’s the thing with digital transformation has been changing now it is not looked upon as a cost, but it is looked upon more on driver to business yeah so.

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Andy Whiteside: moment, let me say, like this exactly what you just said kind of but or what you said, let me just paraphrase or change out the way you said it when things are good businesses should be looking to it and technology, not it.

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Andy Whiteside: Will technology, information technology right so that’s what we are to the business.

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Andy Whiteside: We should be looking to us to continue to drive forward and get.

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Andy Whiteside: competitive advantages what’s even hotter about this sexier about this, the reality of this is when things get bad when there’s a pandemic when there’s a.

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Andy Whiteside: downturn in the economy that’s, it is also the place the business looks do to get better it’s it’s a win, win.

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Moin Khan: hundred percent.

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Andy Whiteside: Alright, so let’s jump into the block here i’ll hit a couple things paragraph to it well, so let me tell you the blog is technology excellence, the key key to business transformation by David David flesh from February 14 2022 this is available on the service now blog site.

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Andy Whiteside: I am in the introductory section here and I want to use numbers, it says in fact 68% of the CEOs CEOs and cios CEOs plan to make big time technology investments through 2022.

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Andy Whiteside: In particular, the study of uncovering that increasing the use of artificial intelligence was one of the top three priorities of sea levels and artificial intelligence enabled by technology.

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Andy Whiteside: CEOs get it, these days, they’re not our they’re not our enemy anymore, they are our biggest champions it used to be that they saw us, as you said, a call Center and now they see us as what’s going to make their business better.

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Andy Whiteside: And the next paragraph that says no, no coincidence that this is happening because it’s just the way of the world it’s the way of our future workers it’s the way of competitive advantage.

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Andy Whiteside: You know, digital transformation evolution, which should never stop is is how we how we get better as a business so next section of this says transformation requires excellence and it’s got a couple of bullets here.

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Andy Whiteside: First bullet is automating and optimizing service operations, you know how does, how do you see that as a way to help the business transform with excellence.

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Moin Khan: So any on, so this is one thing that like I.

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Moin Khan: mentioned earlier, this was one place where.

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Moin Khan: There was too much of human interaction that was involved, and every time when there is a human interaction it comes with some level of error.

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Moin Khan: You call it.

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Moin Khan: it’s just the nature of nature of a person that when a person is dealing with these things and I will give you an example of.

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Moin Khan: One of our healthcare customers, so when when they when they have when they have doctors or interns when they complete their graduation, there was a huge process, and this was four month long process of going in interviewing and finding a hand picking every hospital will go to these.

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Moin Khan: This medical colleges and go and handpick candidates, they felt were good now they will bring on board these interns had to lend the.

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Moin Khan: onboarding cycle, which was always frustrating part for both from the business side and also for the candidate itself, these are young doctors who are coming out of academics and getting into a world where they have to wait wait for a month to to get that access to get.

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Moin Khan: and get enabled into.

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Moin Khan: The mode of going and serving patients, so that was a That was a difficult task which automating and optimizing your service operations like it says.

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Moin Khan: Service now came in and they they changed the way these things were done, especially when we talk about the onboarding process, so this became, which was a month long process.

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Moin Khan: That became so seamless that it can be done in two days or three days to bring a intern and enable them to go and do the work that they were not able to do earlier for for about 3035 days waiting for getting access and other stuff.

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Andy Whiteside: So Samoan you’re saying two things getting the human being out of the way.

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Andy Whiteside: So that they’re not the bottleneck and slowing things down and you’re also.

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Andy Whiteside: Probably saying that the human being, probably has other stuff they should be doing instead of you know, these tasks.

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Moin Khan: that’s correct.

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Moin Khan: yeah.

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Andy Whiteside: i’m going to make a statement to you i’m a big fan of the statements.

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Andy Whiteside: automating efficient processes is awesome it should be done automating inefficient process is, in other words broken processes that’s something that i’m not a huge fan of let’s get the let’s get the process, you know define Nice and well and then let’s automate the heck out of it.

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Moin Khan: totally agree, and especially if it is.

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Moin Khan: rinse and repeat so anything rinse and repeat where you are doing things over and over that to the point of.

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Moin Khan: Removing human because it brings that factor of if i’m doing this thing over and over again chances are that I will do mistake, so, if I can remove that component and those are those things that has been.

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Moin Khan: That needs to be repeated over and over again that can be automated to to provide this service excellence that we are talking about in the in the world of digital transformation.

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Andy Whiteside: So the next one, here we hit on briefly earlier and then that’s the you know moving to platform as a service moving to SAS as a service moving to is as a service.

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Andy Whiteside: Out there desktop as a service we do a ton of that accelerating innovation software innovation, how do you see that, being part of the the excellence requirement here discussion.

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Andy Whiteside: Of.

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Moin Khan: SP know Andy this SAS has transformed the way vc the whole.

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Moin Khan: Innovation part at one point, if you if you take.

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Moin Khan: The days when we we both coming from infrastructure background we know windows 10 windows seven when they came out.

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Moin Khan: how long it takes for an organization to implement or upgrade those operating system from windows 10 windows seven to windows 10 or when Microsoft releasing windows 10 every six months.

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Moin Khan: Taking that time to go and upgrade those things, was a tedious task now with the SAS and especially if we talk about.

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Moin Khan: Service now the way they release their product beat Paris release cubic or the new release that is going to be out in a few days here.

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Moin Khan: San Diego release all those things is now.

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Moin Khan: Now, the task of service provider, where you go and upgrade those product and then you sit in your business don’t have to worry about.

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Moin Khan: pausing everything and relying on it to upgrade everything they can just it can focus on doing things that they do best on being proactive and doing.

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Moin Khan: More effective tasks, then going and doing these upgrades that technology providers are doing and that’s what these a SAS based company have done on bringing the software innovation to the to the data products and whatnot.

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Andy Whiteside: give an example, my first real it job not well, I was almost support desk for a while, but my my first job I was in charge of some servers and infrastructure and stuff.

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Andy Whiteside: company had a headquarters headquarters was four stories called the basement was the entire it so easily one fourth of the employees at HQ were in it, and probably a third of those were responsible for.

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Andy Whiteside: Building and maintaining systems, you move to platform as a service and other things as a service, all of a sudden, a third of that goes away or, better, yet that third can go do things like leverage the technology to help business initiatives, not just be the custodian of those solutions.

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Moin Khan: I totally agree.

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Andy Whiteside: I love that word actually used it with somebody yesterday and my former unix administrator really mentor mine.

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Andy Whiteside: He he he that’s how he introduced himself he’s the custodian and what he meant was he’s the custodian of the system, then it’s it’s not all that different than being the custodians of the you know the the building or whatever.

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Andy Whiteside: it’s it’s very similar thing, and you know if you can make that somebody else’s responsibility, I bet there’s operational efficiencies and cost savings number three in here is transforming security operations what what is this talking about as far as service now and it management improvements.

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Moin Khan: So talks about.

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Moin Khan: responding effectively to mitigate which engine security risk, and this is, this is a no brainer.

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Moin Khan: Especially with.

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Moin Khan: With increasing attack that is surfacing on a daily basis, think about the time that our Organization has to spend on securing and putting a more formal around.

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Moin Khan: The solution that they’re providing continue continuously trying to defend and protect themselves that’s the part that has transformed now why.

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Moin Khan: Trying to avoid all the whining are waiting all the attack and and then the skill shortage that is there to defend these things so leaving these transformation our security operations into a provider.

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Moin Khan: Who can better do the job on defending and securing their infrastructure and again, leaving leaving businesses to run business.

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Andy Whiteside: I love what you just said there too, I was on the stage in front of about 5000 people one time.

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Andy Whiteside: And I said to them, you need to get out of the IT business, you need to get into the running your business business, and I must have saw 4850 people nodding their head when I said that.

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Andy Whiteside: that’s the key right get people running their business and not doing these things, including watching the back door, and you know guarding against risk and, by the way, there’s.

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Andy Whiteside: No security things here that you, Mr company will never see that service now Mr platform as a service is seeing from multiple angles, they got your back and you didn’t know you were in trouble.

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Andy Whiteside: Alright, the last one, and probably the most important one, I tell this story real quick and I don’t think i’ve ever told it to this audience before but.

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Andy Whiteside: You know, there was the 90s, when it was run by it guys like you and I, and we spent a lot of money somewhere along the way CEOs realized they had to put CFO is in charge of it, because if they didn’t we’re going to spend every dollar, the company made on cool it stuff.

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Andy Whiteside: In that call Center model when it was looked at as a call Center here is talking about reducing cost and risk and help us understand how service now is helping to solve that challenge for it and business management.

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Moin Khan: So i’m On the same note sandy I come from my first job.

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Moin Khan: With Citigroup.

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Moin Khan: Where when I started I started to ask question on what do you use for operations and what do you do to manage your infrastructure, they said Oh, we have.

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Moin Khan: We have we have a few options, but we have no tools like what do you, what do you mean you have no tools.

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Moin Khan: We have no tools and and then they clarified this to be, we have no no tools into production that we are using.

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Moin Khan: Every person comes in, they come up with their own software that they feel they are comfortable with they buy those software to your point of CFO managing it the it owners go in there by software like.

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Moin Khan: For for system they are buying a monitoring tool, they are buying operations tools, all those things and then that then that tools never gets deployed because, by the time.

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Moin Khan: The low end or operational cycle, where you go and buy the product purchase now it goes to procurement it comes in, by the time this product is.

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Moin Khan: ready to be rolled out either the person has left or he has lost interest and that product is is acquired but it’s never been deployed.

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Moin Khan: And and that’s where I feel that the service now is changing those things where you can go and buy those software definitely now you don’t have to wait for.

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Moin Khan: For a third party to come and implement those software, for you service now is implementing those it is a SAS based product, so you can quickly go in.

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Moin Khan: Roll those products into your production from zero to zero to 30 days now, instead of reading for number of.

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Moin Khan: months trying to implement those things now you have access to complete portfolio and it’s just a licensing key that is turning on and off.

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Moin Khan: And now, this has from the costuming perspective, it has bought lot of cost saving on top of that, it has given you flexibility to turn on and off things as you need.

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Andy Whiteside: Sorry mo and I saw me i’m in a hotel lobby so i’m trying not to be disruptive in terms of the background noise that’s um.

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Andy Whiteside: that’s a win, win right all of a sudden it and the business gets what they need and the bean counters the guys watching us all of a sudden they’ve got a great way to to.

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Andy Whiteside: operationally create a financial model that makes sense that if if we get X, we know we’re paying why and they’re able to help to hold us accountable for producing based on what we’re spending.

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Moin Khan: yeah On the same note any at one point.

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Moin Khan: When when people are coming in, or leaving it used to be the custodian of watching out for those assets, the devices, anyone who starts to get keyboard monitor docking station laptop that X number of.

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Moin Khan: assets that employee gets when they start now when they leave when they are coming in that are many things throughout the life of this employee, they are ordering beat software asset beat hardware asset.

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Moin Khan: All those things are being watched by it, but the thing about organization with 80,000 users, how do you manage those things and that’s where I feel that.

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Moin Khan: service, now it is Tom or your item your asset management all those things come into play, where you have a technology.

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Moin Khan: watching out for those things and not a human who’s sitting there and watching if all those assets be software hardware all those things, has been returned to the pool or not.

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Moin Khan: So this is the automation and transformation that we are talking about not having human watch out for those things, but having a tool or product or a system that has transformed the whole operations for for asset management.

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Moin Khan: and think about the cost saving that is bringing in where you’re not losing.

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Moin Khan: losing all those asset, and especially in today’s world when we are talking about.

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Moin Khan: living in a pandemic world where people are working from everywhere now you are shipping or those devices to different places, how do you keep track of all those assets that is they’re.

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Moin Khan: Leaving your four walls now going and staying in other people’s home, how do you keep track of all these assets that is floating around at at people’s home well, while they are working and when they leave, how do we keep track of all those things and that’s where.

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Moin Khan: I tam or I Tom for service now brings their transformation.

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Andy Whiteside: So it’s always good to call me especially when the blogs do what they they quote.

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Andy Whiteside: Unquote nearly two thirds of CEOs believe technology and digital transformation, will have the greatest impact on the future success of their enterprises.

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Andy Whiteside: kind of says it all right, the CEOs now see it and digital transformation, as the way to get to where they want to go.

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Andy Whiteside: and be prepared for what happens next I don’t even know where they want to go, but they know if they’re digitally trance.

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Andy Whiteside: transformed and transforming that whatever the next thing is acquiring new new banks acquiring new hospitals opening new College campuses.

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Andy Whiteside: That all can be done enabled by having the right digital transformation and in our world digital workspace ready to go along with that, the next section, the article.

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Andy Whiteside: three objectives that inspire excellence The first one is build a modern connected foundation and reinvest in it, I think that goes right along the line with digital transformation and digital workspace.

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Moin Khan: That is right and it.

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Moin Khan: It hits the nail and then head by just using these three words of.

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Moin Khan: of having dessert excellence into place where you are caught saving security and.

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Moin Khan: and flexibility, so these three things are key in today’s world and, when we talk about three objective building up more than connected foundation and brynn invest.

00:24:03.780 –> 00:24:17.040
Moin Khan: People First by creating the best experience and that’s that’s, the most important pillar in in running a business and then Driving innovation through better technology, so these three are.

00:24:17.280 –> 00:24:19.320
Moin Khan: key to the success for for.

00:24:19.380 –> 00:24:21.030
Moin Khan: Any organization or any business.

00:24:22.170 –> 00:24:28.290
Andy Whiteside: Oh i’m going to call some out here the example given here is Accenture and their 620 4000 employees.

00:24:28.890 –> 00:24:39.420
Andy Whiteside: I remember back when Accenture Accenture just started and the guys that got behind all that and funded it and made it happen big players like Microsoft was highly involved they needed a good partners, they created their own.

00:24:40.590 –> 00:24:52.560
Andy Whiteside: 600,000 employees well is integrity, much less than 600,000 employees, but we’re actually implementing service now to for all the same reasons, I get frustrated, as I am talking to people when they tell me that.

00:24:52.980 –> 00:24:59.130
Andy Whiteside: Service now is only for the biggest of the big if you work with the right partners it doesn’t have to be just for big companies.

00:25:00.960 –> 00:25:02.190
Moin Khan: I totally agree and.

00:25:03.570 –> 00:25:11.010
Moin Khan: transformation starts from it doesn’t does not have to be a certain size, it can be.

00:25:12.120 –> 00:25:17.520
Moin Khan: five people company, and you can still transform and you can still run a state of art.

00:25:18.780 –> 00:25:26.670
Moin Khan: Innovation and same thing can then be replicated back to the other businesses, once you understand.

00:25:28.020 –> 00:25:31.050
Moin Khan: How these things they fit into a grand scheme.

00:25:34.230 –> 00:25:39.690
Andy Whiteside: mo in the next thing is put people first, I know that sounds like that’s a trivial and something that should be obvious, but.

00:25:41.130 –> 00:25:46.320
Andy Whiteside: Historically it’s not right it I i’ve had multiple multiple multiple assessments.

00:25:46.770 –> 00:25:51.990
Andy Whiteside: Where I go into the team i’m working with and I asked them what their users, think about the solution and.

00:25:52.320 –> 00:25:59.280
Andy Whiteside: And they give me the answer, and then I say well okay show me where you went and talked to them about it and documented what they said, and you did a discovery workshops on this.

00:25:59.640 –> 00:26:11.250
Andy Whiteside: And the truth is, they hadn’t it was just them, saying what they think the user thinks i’m going to go ask them so what’s what’s um what’s service now doing, to make sure that users perspective is front and Center.

00:26:13.650 –> 00:26:14.370
To the same.

00:26:15.420 –> 00:26:23.640
Moin Khan: same example i’ll give you my experience of any when back in my consulting days when I would go in talk to customers on.

00:26:25.650 –> 00:26:31.020
Moin Khan: Set citrix and other technology that they are using most of my assessment was around.

00:26:32.640 –> 00:26:39.390
Moin Khan: It would always start with the hey our users have bad experience what can we do to fix it.

00:26:40.560 –> 00:26:53.100
Moin Khan: This is, this is the top question that would come from you know in my in my 13 years of consulting experience this was one question that comes every time.

00:26:53.790 –> 00:27:15.030
Moin Khan: From the top managers hey my users have bad experience what can we do to fix it and that standard answer that I would get every time, when we talk to it, as these users are used to creating problem they would just call out things, there is no problem from our side and to your point.

00:27:16.080 –> 00:27:25.830
Moin Khan: that’s what this question was always as it did you talk to your end customer and understand what is the problem, why do I need to talk to them, they they are used to calling every day and complaining.

00:27:26.520 –> 00:27:39.720
Moin Khan: And, and it was always the first thing that you need to go and talk to your customer and understand what their experiences without just assuming that this user is used to calling things, and it is, it is never.

00:27:40.860 –> 00:27:41.730
Moin Khan: A thing when.

00:27:43.170 –> 00:27:57.390
Moin Khan: An end user understands how their experience was yesterday was today if there is a lot if there is a there is a performance, that is not as for what that person is used to that’s when it gets raised and.

00:27:58.950 –> 00:28:03.000
Moin Khan: tying it back to service Now this is where.

00:28:04.350 –> 00:28:05.580
Moin Khan: Service now has.

00:28:06.630 –> 00:28:18.930
Moin Khan: Added innovation on changing this experience, where you are constantly taking feedback from customer you’re constantly monitoring their experience and, and this is where.

00:28:20.460 –> 00:28:22.920
Moin Khan: I feel that service now is putting.

00:28:23.970 –> 00:28:35.700
Moin Khan: Customer your your people first, by taking that experience, be it by doing a survey beat by changing the way your service does respond to your ticket be.

00:28:37.200 –> 00:28:45.630
Moin Khan: Giving your end user up to date on what are the things that it is working on a lot of time there’s a communication gap, but.

00:28:46.050 –> 00:28:54.780
Moin Khan: end user, they call they don’t get response, they don’t understand who’s working on what if this thing is being addressed a simple acknowledgement on.

00:28:55.350 –> 00:29:08.790
Moin Khan: Our on our from the it side that they are working on, they are acknowledging and then giving them constant feedback on how things are done and now, if you take example of every organization, there is a feedback be.

00:29:09.900 –> 00:29:19.140
Moin Khan: beat a large organization like Microsoft citrix vmware Bank of America or any financial Institute, all of them every time you call them.

00:29:20.070 –> 00:29:38.130
Moin Khan: The first thing that agent does is, you will be getting a survey, right after this please make sure that you, you respond to the survey, so that is the constant feedback that that service now is collecting from the customer satisfaction or their experience.

00:29:39.360 –> 00:29:42.300
Andy Whiteside: So mo and if I were to say that in a world of.

00:29:43.620 –> 00:30:00.750
Andy Whiteside: Sad SAS and subscription and i’ll use netflix as an example, you don’t have a choice you’ve got to make sure you’re keeping people happy that they continue to adopt what you’re putting out there, because if you don’t they don’t really own anything anymore, they can just leave.

00:30:01.830 –> 00:30:03.060
Moin Khan: yeah correct.

00:30:06.600 –> 00:30:15.030
Andy Whiteside: Alright, so third and final one here and really important we’ve talked around a little bit drive innovation through better technology, I was on.

00:30:15.480 –> 00:30:22.350
Andy Whiteside: I was on a strategic call this morning with a new customer of ours, what I like to call a partner partner for life, hopefully and.

00:30:23.010 –> 00:30:33.420
Andy Whiteside: You know the conversation was around how to get his people his developers, to use the virtual desktop in this case of their solution.

00:30:33.990 –> 00:30:39.870
Andy Whiteside: I was like look there’s there’s one option which is for something right that’s, the only way they can get to the content, they got to get to but better than that.

00:30:40.260 –> 00:30:48.240
Andy Whiteside: is to provide them a better experience through the technology so that they naturally gravitate towards.

00:30:48.900 –> 00:31:02.040
Andy Whiteside: using the technology, for example, in this case, if you gave them awesome virtual desktops that had the compiler and the check in check out tools built into it and they weren’t trying to check in and check out big code bases over vpn.

00:31:02.580 –> 00:31:08.880
Andy Whiteside: they’re going to just default to the virtual desktop because it’s going to make more sense to them and they may not even realize what happened to him.

00:31:10.710 –> 00:31:13.770
Andy Whiteside: your thoughts on drive innovation through just a better solution.

00:31:15.990 –> 00:31:17.460
Moin Khan: So one thing that.

00:31:18.630 –> 00:31:20.310
Moin Khan: everyone likes.

00:31:21.780 –> 00:31:25.860
Moin Khan: me, you know, and this is something that that always comes up is.

00:31:27.300 –> 00:31:29.280
Moin Khan: Self service and.

00:31:30.690 –> 00:31:33.390
Moin Khan: You use the example of netflix earlier.

00:31:34.470 –> 00:31:49.560
Moin Khan: The reason why netflix is popular today in the world of cable TV when you were you watching things that we was being presented to you now giving you this option of self service, where you can go and pick and choose.

00:31:51.900 –> 00:31:54.060
Moin Khan: And then that’s one thing.

00:31:55.560 –> 00:32:08.040
Moin Khan: On top of many other innovation that we are putting in front of our end customer to make technology better and and that’s where I feel that.

00:32:09.600 –> 00:32:28.260
Moin Khan: When we when we enable our business or when we enable our end customer to have them in control on things that that that can help them do the job better that drives innovation and that drives.

00:32:29.340 –> 00:32:41.100
Moin Khan: productivity and that’s where service now come helps by giving them the leading edge technology that gives them their workflow that gives them us.

00:32:42.000 –> 00:33:00.930
Moin Khan: That gives them self service, where many things, instead of deviating for others to provide now they are in control where they can go and do things on demand and that’s drives drives productivity and that’s one of the things that that makes a big difference for any business to run.

00:33:02.670 –> 00:33:17.340
Andy Whiteside: And mo in that becomes increasingly important, as the youngest workers in the workforce and the next generation that my kids are in college now my daughter sent me a screenshot of the spread.

00:33:18.030 –> 00:33:24.990
Andy Whiteside: The bell curve, if you will have her he contests that she took this week that she did well on but she showed us where she fit.

00:33:25.380 –> 00:33:31.110
Andy Whiteside: they’re not gonna they’re not going to wait around for the next class for the Professor to tell them they’re gonna want to see real time how’d I do.

00:33:31.680 –> 00:33:41.910
Andy Whiteside: that’s that’s powerful and that’s going to drive people to want to adopt the technology versus being told to you which our generation grew up being told you had to use it.

00:33:42.690 –> 00:33:42.960

00:33:44.070 –> 00:33:44.250
Andy Whiteside: yeah.

00:33:44.730 –> 00:33:57.600
Moin Khan: and think about it, any my my 10 year old daughter she she called me already seeing that I need to build a presentation and I have to present this.

00:33:58.620 –> 00:34:08.220
Moin Khan: And I like I learned a presentation, when I was when I started working and that to have the two years and now you’re in pure 10 year old.

00:34:09.360 –> 00:34:21.930
Moin Khan: Fifth sixth grade, and you are working on doing a presentation or building a web page or doing an excel, and these are the things that I feel if we This is where.

00:34:22.770 –> 00:34:32.550
Moin Khan: Innovation comes in, when you are enabling your young generation and giving them this power to learn these foundation and then come up when they grow up.

00:34:33.780 –> 00:34:37.800
Moin Khan: Things will be way different than how things are today.

00:34:38.850 –> 00:34:39.540
Moin Khan: or in our time.

00:34:40.770 –> 00:34:47.310
Andy Whiteside: My my high school my high school or is already doing podcasts like I did my first podcast a year and a half ago she’s already doing.

00:34:48.450 –> 00:34:50.130
Moin Khan: in mind is second with you.

00:34:50.910 –> 00:34:51.720
Moin Khan: i’ve never done this.

00:34:54.780 –> 00:34:57.330
Andy Whiteside: yeah I mean it’s the it’s the future of all this and.

00:34:57.690 –> 00:35:08.400
Andy Whiteside: In platform, so I keep saying platform I talk about service now it’s what it really is platform, because it gives you gives you something and then you, Mr customer or you, Mr customer with help from someone likes INTEGRA can extend it to.

00:35:08.910 –> 00:35:19.050
Andy Whiteside: To what you need in order to drive business and that’s this whole blog right talking about how to better enable the business through the technology and modern technology of service now.

00:35:20.130 –> 00:35:32.220
Andy Whiteside: Well mo and we’ve done it we’ve we’ve used the hour we’ve hopefully help people learn more about service now and it management and business enablement before we let you go anything else you would want to want to add to this.

00:35:32.760 –> 00:35:42.120
Moin Khan: Note thanks Andy thanks for having me here and I really appreciate what you’re doing for the Community, and I feel this is one thing.

00:35:42.990 –> 00:35:56.400
Moin Khan: that none of the partners, they do and I talked to customer on daily basis and customer, this is one of the biggest challenge for them that no one tells them what to do, and this is where you are bringing.

00:35:57.390 –> 00:36:05.460
Moin Khan: A setting up the example and setting up the bar so high that if if you if you talk to a good partner, they should be teaching you.

00:36:06.030 –> 00:36:15.120
Moin Khan: to your analogy that you use all the time that don’t give them fish teach them how to fish and, and these are the things that you’re doing is making a huge difference.

00:36:15.870 –> 00:36:17.460
Andy Whiteside: So i’ll take that one an extended.

00:36:18.810 –> 00:36:33.840
Andy Whiteside: don’t eat don’t give them a fish teach them to fish and service now is giving us all the fishing gear not pull the gear because platform that we all need to go fish successfully awesome Oh, and I appreciate it and more come.

00:36:34.500 –> 00:36:35.010
Moin Khan: Thanks Andy.

00:36:35.430 –> 00:36:35.790
Andy Whiteside: Thank you.