WEBVTT 00:00:03.103 --> 00:00:04.704 Hi, I'm Christine Lyman. 00:00:04.804 --> 00:00:06.573 I'm Deloitte's Lead Engagement 00:00:06.606 --> 00:00:08.541 Partner for the AstraZeneca ServiceNow 00:00:08.575 --> 00:00:10.710 Replatform Program, and I'm here 00:00:10.710 --> 00:00:12.579 today with my client, Jenn Pye, 00:00:13.046 --> 00:00:16.082 Senior Director of IT Portfolio Management. 00:00:16.149 --> 00:00:18.551 All right, so, Jenn, I'm so excited 00:00:18.551 --> 00:00:20.053 to talk to you about this program. 00:00:20.053 --> 00:00:21.955 Clearly, it's a huge program. 00:00:22.355 --> 00:00:25.325 There was a large, massive replatforming 00:00:25.325 --> 00:00:27.227 effort across so many different 00:00:27.227 --> 00:00:28.995 capabilities, one of which was SPM. 00:00:29.162 --> 00:00:32.032 Can you talk me through why 00:00:32.032 --> 00:00:33.600 this replatform program was 00:00:33.600 --> 00:00:35.635 important for your area? 00:00:35.869 --> 00:00:37.670 It was a huge boost for us because 00:00:37.670 --> 00:00:39.039 we were on a heavily customized 00:00:39.039 --> 00:00:40.540 version of ServiceNow on our legacy 00:00:40.540 --> 00:00:42.709 environment and within the SPM space, 00:00:42.709 --> 00:00:44.411 we had over a hundred customizations 00:00:44.411 --> 00:00:45.445 in the legacy application. 00:00:46.212 --> 00:00:47.814 So it made upgrades difficult. 00:00:47.847 --> 00:00:49.682 We couldn't pick up new functionality. 00:00:50.216 --> 00:00:51.518 Big skip list, every time there 00:00:51.518 --> 00:00:53.053 was an upgrade and upgrades took 00:00:53.319 --> 00:00:55.321 eight weeks, so it was not the 00:00:55.321 --> 00:00:56.823 most efficient operating model. 00:00:57.190 --> 00:00:59.259 We ended up de-customizing 00:00:59.259 --> 00:01:00.627 our environment essentially. 00:01:00.627 --> 00:01:02.662 And with the new SPM implementation, 00:01:02.662 --> 00:01:04.197 with the replatforming, we got it 00:01:04.197 --> 00:01:05.865 down to maybe only 20 customizations. 00:01:06.299 --> 00:01:08.134 Through a really rigorous review and 00:01:08.134 --> 00:01:09.536 really sanity checking if we still 00:01:09.536 --> 00:01:11.938 needed them, in terms of the new ways 00:01:11.938 --> 00:01:13.139 we wanted to be working and the new 00:01:13.139 --> 00:01:14.607 capabilities available in the platform. 00:01:14.641 --> 00:01:15.341 That's awesome. 00:01:15.341 --> 00:01:17.410 So there's a lot of new things with SPM. 00:01:17.410 --> 00:01:18.478 I mean, SPM is a 00:01:18.912 --> 00:01:20.847 relatively new capability. 00:01:20.847 --> 00:01:23.516 There's, it's been ITBM, ITFM, 00:01:23.550 --> 00:01:24.851 all sorts of things before. 00:01:25.652 --> 00:01:27.954 What are the new capabilities that you 00:01:27.954 --> 00:01:30.857 are currently able to take advantage 00:01:30.857 --> 00:01:32.692 of now just because of the replatform? 00:01:33.026 --> 00:01:34.060 I think the biggest one has been 00:01:34.060 --> 00:01:35.495 the strategic planning workspace. 00:01:35.595 --> 00:01:37.597 For us, the ability to dynamically 00:01:37.964 --> 00:01:40.300 produce a roadmap from live 00:01:40.300 --> 00:01:42.102 ServiceNow data has been the 00:01:42.102 --> 00:01:43.503 biggest benefit we've seen so far. 00:01:43.503 --> 00:01:45.071 We've had a lot of the basic capabilities, 00:01:45.071 --> 00:01:46.673 demands, and projects, agile. 00:01:46.973 --> 00:01:48.575 All of that stuff was already in the 00:01:48.575 --> 00:01:50.844 legacy platform, but we couldn't use in 00:01:50.844 --> 00:01:52.278 previous releases, the Alignment planner 00:01:52.278 --> 00:01:53.813 workspace, which was a few releases 00:01:53.813 --> 00:01:55.915 back because of all the customizations. 00:01:56.249 --> 00:01:58.418 So the fact that you can click a button 00:01:58.585 --> 00:02:00.019 and you have this beautiful roadmap 00:02:00.053 --> 00:02:02.222 that's no longer in PowerPoint is amazing. 00:02:02.422 --> 00:02:03.323 That's really great. 00:02:03.323 --> 00:02:04.357 Well, what's next? 00:02:04.691 --> 00:02:05.959 You've got yourself set up. 00:02:05.992 --> 00:02:07.327 What is next for you? 00:02:07.627 --> 00:02:08.995 So right now my team's actively 00:02:08.995 --> 00:02:10.363 working on implementing collaborative 00:02:10.363 --> 00:02:12.098 work management, which we is again, 00:02:12.098 --> 00:02:13.633 kind of project management light. 00:02:13.633 --> 00:02:15.735 We have some teams that are really gonna 00:02:15.735 --> 00:02:17.570 benefit from this because the traditional 00:02:17.570 --> 00:02:19.372 demand and projects and SPM is probably 00:02:19.372 --> 00:02:20.673 a little heavier than what they need. 00:02:20.707 --> 00:02:22.275 So for us, we're implementing that this 00:02:22.275 --> 00:02:24.010 quarter, and the first thing we're doing 00:02:24.010 --> 00:02:25.278 is we're actually testing it on ourselves. 00:02:25.278 --> 00:02:26.279 We've become our own early 00:02:26.279 --> 00:02:27.947 adopters as the SPN product team. 00:02:28.148 --> 00:02:29.282 So we kind of work out the kinks, 00:02:29.282 --> 00:02:30.750 we identify use cases, and it 00:02:30.750 --> 00:02:32.352 really helps our user communities 00:02:32.385 --> 00:02:33.419 adopt those same capabilities. 00:02:33.419 --> 00:02:36.589 I know personally from my role, I saw 00:02:36.589 --> 00:02:38.591 your team just really leading from 00:02:38.591 --> 00:02:41.628 the front and driving a lot of change. 00:02:41.794 --> 00:02:44.697 Can you talk us through what was 00:02:44.697 --> 00:02:47.033 it that helped you be successful 00:02:47.333 --> 00:02:49.502 in your specific work thread 00:02:49.536 --> 00:02:50.170 It's the people. 00:02:50.403 --> 00:02:51.838 I have to say I'm very blessed to have 00:02:51.838 --> 00:02:54.507 an amazing team, both technical team 00:02:54.541 --> 00:02:56.743 as well as users and teams that they're 00:02:56.943 --> 00:02:58.645 almost not really business analysts, 00:02:58.645 --> 00:03:00.079 but they can talk to the technical, they 00:03:00.079 --> 00:03:01.614 can talk to the users and understand 00:03:01.614 --> 00:03:03.082 the use cases and how we wanna use it. 00:03:03.550 --> 00:03:05.351 And the resources that we had on our team 00:03:05.351 --> 00:03:06.686 that we partnered with from Deloitte, 00:03:07.086 --> 00:03:08.454 they understood the application, they 00:03:08.454 --> 00:03:09.722 understood the business problems, 00:03:09.722 --> 00:03:11.491 and it really worked well together. 00:03:11.491 --> 00:03:12.692 And we kind of all complimented 00:03:12.692 --> 00:03:14.427 each other and that really made 00:03:14.627 --> 00:03:16.329 for big success in our area. 00:03:16.496 --> 00:03:18.064 It was wonderful seeing your 00:03:18.064 --> 00:03:21.167 team really come together and 00:03:21.167 --> 00:03:23.369 present as one unified team. 00:03:23.403 --> 00:03:24.137 'cause I think that made a 00:03:24.137 --> 00:03:25.538 very big difference as well. 00:03:25.572 --> 00:03:26.206 Absolutely. 00:03:26.339 --> 00:03:26.573 All right. 00:03:26.573 --> 00:03:28.041 Well thank you very much for your time. 00:03:28.041 --> 00:03:29.008 I really appreciate it. 00:03:29.008 --> 00:03:29.442 Thanks for having me.