WEBVTT X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 00:03.103 --> 00:04.704 Hi, I'm Christine Lyman. 00:04.804 --> 00:06.573 I'm Deloitte's Lead Engagement 00:06.606 --> 00:08.541 Partner for the AstraZeneca ServiceNow 00:08.575 --> 00:10.710 Replatform Program, and I'm here 00:10.710 --> 00:12.579 today with my client, Jenn Pye, 00:13.046 --> 00:16.082 Senior Director of IT Portfolio Management. 00:16.149 --> 00:18.551 All right, so, Jenn, I'm so excited 00:18.551 --> 00:20.053 to talk to you about this program. 00:20.053 --> 00:21.955 Clearly, it's a huge program. 00:22.355 --> 00:25.325 There was a large, massive replatforming 00:25.325 --> 00:27.227 effort across so many different 00:27.227 --> 00:28.995 capabilities, one of which was SPM. 00:29.162 --> 00:32.032 Can you talk me through why 00:32.032 --> 00:33.600 this replatform program was 00:33.600 --> 00:35.635 important for your area? 00:35.869 --> 00:37.670 It was a huge boost for us because 00:37.670 --> 00:39.039 we were on a heavily customized 00:39.039 --> 00:40.540 version of ServiceNow on our legacy 00:40.540 --> 00:42.709 environment and within the SPM space, 00:42.709 --> 00:44.411 we had over a hundred customizations 00:44.411 --> 00:45.445 in the legacy application. 00:46.212 --> 00:47.814 So it made upgrades difficult. 00:47.847 --> 00:49.682 We couldn't pick up new functionality. 00:50.216 --> 00:51.518 Big skip list, every time there 00:51.518 --> 00:53.053 was an upgrade and upgrades took 00:53.319 --> 00:55.321 eight weeks, so it was not the 00:55.321 --> 00:56.823 most efficient operating model. 00:57.190 --> 00:59.259 We ended up de-customizing 00:59.259 --> 01:00.627 our environment essentially. 01:00.627 --> 01:02.662 And with the new SPM implementation, 01:02.662 --> 01:04.197 with the replatforming, we got it 01:04.197 --> 01:05.865 down to maybe only 20 customizations. 01:06.299 --> 01:08.134 Through a really rigorous review and 01:08.134 --> 01:09.536 really sanity checking if we still 01:09.536 --> 01:11.938 needed them, in terms of the new ways 01:11.938 --> 01:13.139 we wanted to be working and the new 01:13.139 --> 01:14.607 capabilities available in the platform. 01:14.641 --> 01:15.341 That's awesome. 01:15.341 --> 01:17.410 So there's a lot of new things with SPM. 01:17.410 --> 01:18.478 I mean, SPM is a 01:18.912 --> 01:20.847 relatively new capability. 01:20.847 --> 01:23.516 There's, it's been ITBM, ITFM, 01:23.550 --> 01:24.851 all sorts of things before. 01:25.652 --> 01:27.954 What are the new capabilities that you 01:27.954 --> 01:30.857 are currently able to take advantage 01:30.857 --> 01:32.692 of now just because of the replatform? 01:33.026 --> 01:34.060 I think the biggest one has been 01:34.060 --> 01:35.495 the strategic planning workspace. 01:35.595 --> 01:37.597 For us, the ability to dynamically 01:37.964 --> 01:40.300 produce a roadmap from live 01:40.300 --> 01:42.102 ServiceNow data has been the 01:42.102 --> 01:43.503 biggest benefit we've seen so far. 01:43.503 --> 01:45.071 We've had a lot of the basic capabilities, 01:45.071 --> 01:46.673 demands, and projects, agile. 01:46.973 --> 01:48.575 All of that stuff was already in the 01:48.575 --> 01:50.844 legacy platform, but we couldn't use in 01:50.844 --> 01:52.278 previous releases, the Alignment planner 01:52.278 --> 01:53.813 workspace, which was a few releases 01:53.813 --> 01:55.915 back because of all the customizations. 01:56.249 --> 01:58.418 So the fact that you can click a button 01:58.585 --> 02:00.019 and you have this beautiful roadmap 02:00.053 --> 02:02.222 that's no longer in PowerPoint is amazing. 02:02.422 --> 02:03.323 That's really great. 02:03.323 --> 02:04.357 Well, what's next? 02:04.691 --> 02:05.959 You've got yourself set up. 02:05.992 --> 02:07.327 What is next for you? 02:07.627 --> 02:08.995 So right now my team's actively 02:08.995 --> 02:10.363 working on implementing collaborative 02:10.363 --> 02:12.098 work management, which we is again, 02:12.098 --> 02:13.633 kind of project management light. 02:13.633 --> 02:15.735 We have some teams that are really gonna 02:15.735 --> 02:17.570 benefit from this because the traditional 02:17.570 --> 02:19.372 demand and projects and SPM is probably 02:19.372 --> 02:20.673 a little heavier than what they need. 02:20.707 --> 02:22.275 So for us, we're implementing that this 02:22.275 --> 02:24.010 quarter, and the first thing we're doing 02:24.010 --> 02:25.278 is we're actually testing it on ourselves. 02:25.278 --> 02:26.279 We've become our own early 02:26.279 --> 02:27.947 adopters as the SPN product team. 02:28.148 --> 02:29.282 So we kind of work out the kinks, 02:29.282 --> 02:30.750 we identify use cases, and it 02:30.750 --> 02:32.352 really helps our user communities 02:32.385 --> 02:33.419 adopt those same capabilities. 02:33.419 --> 02:36.589 I know personally from my role, I saw 02:36.589 --> 02:38.591 your team just really leading from 02:38.591 --> 02:41.628 the front and driving a lot of change. 02:41.794 --> 02:44.697 Can you talk us through what was 02:44.697 --> 02:47.033 it that helped you be successful 02:47.333 --> 02:49.502 in your specific work thread 02:49.536 --> 02:50.170 It's the people. 02:50.403 --> 02:51.838 I have to say I'm very blessed to have 02:51.838 --> 02:54.507 an amazing team, both technical team 02:54.541 --> 02:56.743 as well as users and teams that they're 02:56.943 --> 02:58.645 almost not really business analysts, 02:58.645 --> 03:00.079 but they can talk to the technical, they 03:00.079 --> 03:01.614 can talk to the users and understand 03:01.614 --> 03:03.082 the use cases and how we wanna use it. 03:03.550 --> 03:05.351 And the resources that we had on our team 03:05.351 --> 03:06.686 that we partnered with from Deloitte, 03:07.086 --> 03:08.454 they understood the application, they 03:08.454 --> 03:09.722 understood the business problems, 03:09.722 --> 03:11.491 and it really worked well together. 03:11.491 --> 03:12.692 And we kind of all complimented 03:12.692 --> 03:14.427 each other and that really made 03:14.627 --> 03:16.329 for big success in our area. 03:16.496 --> 03:18.064 It was wonderful seeing your 03:18.064 --> 03:21.167 team really come together and 03:21.167 --> 03:23.369 present as one unified team. 03:23.403 --> 03:24.137 'cause I think that made a 03:24.137 --> 03:25.538 very big difference as well. 03:25.572 --> 03:26.206 Absolutely. 03:26.339 --> 03:26.573 All right. 03:26.573 --> 03:28.041 Well thank you very much for your time. 03:28.041 --> 03:29.008 I really appreciate it. 03:29.008 --> 03:29.442 Thanks for having me.