>>live from Boston, Massachusetts. It's the Q covering I f s World Conference 2019. Brought to you by I >>f. S, I say, What a minute. I didn't cash it. Everybody welcome to I f s World 2019. You watching the Cube? The leader in live tech coverage on day Volante with my co host, Paul Galen. Marty Martin is here. She is the president of the service management division of I F s and C e o of work wave. Marty, good to see you. >>Yeah, it's great to be here. I'm so excited. >>A lot of action going on. You guys. Service management, Field Service management particular. You guys had an acquisition today. We're gonna talk about Let's start with your role you came in and 2017 with the >>pretty acting. Actually, >>2018 finalized the acquisition. I think they announce it in 2017. So tell us about how you came in and where you're at today with >>Certainly. So work wave the company. I lied. Join the effects family in 2017. Darren Ruess, who joined I f s in April 2018 recruited me into form a global business unit around service in August of 2018 and the reason why we did this is service isn't only a part of our economies all over the world, but it's a super great growth area that almost every business can go after in in progress both revenue and margins. So we had a lot of great software products, and we really wanted to improve our go to market around this. >>So why, why all of a sudden today, this talk about service management? Why's it becoming so hard? I mean, everybody's always been focused on customer service, but why this service management generally and field service management while the buzz. >>So first off, you've had the evolution of a number of line of business applications and service certainly has been a part of maintenance organizations or break fix where you're going out in repairing thing. What we're realizing now when you talk about service ization, how o E EMS air building what's called aftermarket revenue? There is literally $100 billion of revenue that you can get from that you look, we had Melissa did a nano from Souza. If you think about open source software, they make money from sirve ties, ing, open source software and the products. You look at apple how they're doing APs. So people are starting to realize that service is an engine for brand loyalty, customer experience, not just a cost center. How it used to be, what the >>customers do. Ah, companies do wrong with service one of the areas where they tend to have the greatest inefficiencies where you can help him. >>So first off, I'd say that often in the C suite, unless they're pure place service companies. They don't understand how transformative service is and how important it is to their brand. Many times now, if you have digital enablement of a new customer, the first time they see a face of your brand might be your service technician. So getting the awareness of the C suite is Step one, because we want to start talking about outcomes that grow revenue and profits and getting them to invest in service. So you know, many times will say, Oh, I want to do a C. R M project. I want to do an E r P project. That's certainly things were good at it. Here I a fest, but we can coach them through how you take the market opportunity for your company and service enabled by our technology and transform. Tomorrow I'll be with Accenture, one of our many great partners, and we're talking about adapting the business, the service transformation, sometimes digitally, sometimes with workflow transformation. But that opportunity and service is huge and almost never. There's no company I know of that's taking 100% of their service market share. That's the difference, especially in slower growth. Asset manufacturing are more mature verticals. >>So I was here last night walking the floor, and I went to the extent you Booth, you know, anytime you see, except you're in a show like this. Okay, Censure. You think Large company Global. I was actually quite impressed a little bit surprised to see you know, their presence here because they they go where the money is, right? And so my specific question is, think, except you think big companies. But you guys obviously focused on what range of companies smaller midsize company. So what's the landscape? Looked like? What's the difference is between sort of smaller and larger companies, >>so that's a great question. I'll take it in part So if you think about a neck censure definitely they looked a large. I also have had meetings with the Lloyd McKinsey Cap gem and I dxc etcetera Also tcs Tech Mahindra which a little bit or more telco focused. So if you think about at the very large and you have telco utilities, large manufacturing O e ems that our customers and definitely the customers I'm pursuing Maur with this focus But we also with work with go down to the S and B We had panels also of, for example, female owners of franchises and also males as well that are creating new service businesses and they're starting maybe with one truck in out providing service. So the fact that we can handle not only the breath and depth of complex service needs, but through work wave we also can encourage the small service businesses to reach their full potential is fantastic. And you know that makes me excited every day. And part of why I focused on service specifically is you are delighting customers. You are the face of a brand and you're making a difference. It's not something that s 02 is esoteric. This is about really value that we're delivering, >>always interested in the dynamics of serving the SNB market >>because one of >>these small companies don't really have that. Maybe family owned there found her own. They don't really put a lot of value on technology. How >>do you >>get in the door? How do you convince them that automating the service function is actually worth the investment? >>Well, first off, I'd say that even the big companies are struggling to go paperless. Okay, so, you know, I think some of the challenges we see survive, if you will, big to small, especially when you look globally in different countries. What have you. But the approach we take in the S and B is that we want to be a software as a service provider, and we were to really handle everything they need in their business. So everything from how they grow leads how they have c r m type functionality. How, then they're delivering service, how they're cross selling service, how they're billing service. So at the at the S M B level, we're putting that kind of all in one technology and there's really not that much integration or I T Service is around that right. We want it to be easy and fast, etcetera, as you go more into the mid market and then definitely into the enterprise. Then you start getting more complexity. You get more I t service's integrations, more configurable ity, sometimes even some customized software. So there is a definitely a difference in the complexity. But the fundamentals of what a service business needs really isn't that much different to your >>customers that you mentioned customize and you guys were SAS space. That's one of the text that we'd like to sort of explore a little bit. A lot >>of >>times SAS companies want to avoid, you know, custom mods. But at the same time, you guys are trying to offer a choice. So help us square that circle. How do you What's the conversation like with customers in terms of how you advise them, You guys obviously do a lot of deep functionality, you know? How do you sort of advise them whether or not to go heavily custom or try to go out of the box? >>Certainly. So in the true, I'd say the small business of a medium you start getting some crossover, but in the small business, Absolutely avoid customization because you won't be able to stay evergreen. It's going to be too hard to maintain. You don't have the subject matter experts, et cetera, so that's really a truce. Ask that from a community. A product engagement. We need to be driving the partnership with the customers that they can use a software out of the box in ways that matter to them. As you start getting into the mid market and especially the enterprise, then it becomes more of a choice, right? How much money do you have to spend? How robust is your organization and set trek? And in general, I advise customers if they care about evergreen software, et cetera. If they care about ease of upgrades, don't customize that Being said, we recognize sometimes in the field with your brand experience Custom mobile. You may need to customize a little bit, so it's Ah, say, a chicken and an egg. You have to weigh the benefits of the costs, and that's what we work through with our >>customers. Specifically morning. What's the upgrade cycle like? There's a customer having the choice Thio upgrade at a particular time, Or do they have a window? >>So it varies primarily, there's a few exceptions, but in general, with the work way, Family of products is true SAS. So it's almost like you're Apple Phone. We pushed the upgrade and you have to take it. Okay, And that's the true SAS model at I. F. S. And this is something Darren talked about in his keynote. We pride ourselves on offering choice. So even though we do have regular release cycles, we encourage customers to upgrade regularly. They have the choice on when they take upgrades and also how they deploy. We have some markets with things like data, privacy and what have you that they may, for that reason or for other reasons, go on premise even still today. So we give them the choice on how they upgrade as well as where they host. >>I'm fascinated by your product line. You have products for pest control. H V. A. C. Plumbing cleaning service is long and landscape. How different are these industries really in terms of their their automation needs? >>Well, I'll tell you one of the personal factors that Darren wanted to make sure I was comfortable with was multitasking. And that definitely is the case, because an I f s, we serve five key industries. So if you think about manufacturing utilities, telco service providers and Andy Okay, that's more at the enterprise level. If you think then when you go toe work wave. Those verticals that you mentioned are all the ones we service at work wave, and they are different. So you know what? Work wave. It's primarily service industries where you're going into ah, home and a little bit The commercial aspect and I effects were also doing more some heavy industries, some very large asset base, things like that. So I like to think about it as a product I service consumer based service. And then you can also differentiate across verticals with what are called high value assets versus, you know, Mork consumer size assets. >>So what >>are >>the one of the key technology enablers that are driving service management today? I mean, obviously, cloud, we talked about sas a lot of push on you X and customer experience, but what other key ones? >>So all the three that you mentioned mobile is huge. You know, Pete and even today, like I run. I work mainly from my phone, and that's really what people want. They want efficient work flows that are configurable on mobile, tied to the customer, the asset, the business. And that's an area that we're continuing to make investment. We also try to prioritize how we bring in the new technology trends into service. Because every technology trend that you see has applicable ity and service supply chain and how you run spare parts specially globally, you can see applications for Blockchain augmented emerged Reality how you can connect the field tech with an expert resource or remote resource to the consumer. That is obvious, right? So you talked about the enabling technologies like Cloud, how we're thinking about data platforms and Data's the currency. Of all of that, we need to d'oh. His service is really about a an execution engine, right? Because to deliver a customer experience that makes people come back to your brand. To purchase Maur, you need great service, so any time somebody talks about customer experience, but they don't talk about service. I want to say you're really naive because you can just get the customer. You have to delight the customer. >>Uh, the, uh, there's a lot of interesting technology going on now in the area. Fleet Management making fleets more efficient How does that figure into the service is? You offer. >>So Fleet management is an important part, and it's one that you have a very tangible return on investment when you deploy route management route optimization, fleet management. So you have the aspects that are very tangible, relate to how do you get the person or the truck where it needs to be when it needs to be okay, and that's pretty well understood. Then how do you get the most efficient schedule that minimizes miles driven gas, used et cetera? And then, of course, you also are thinking about health and safety. There's some cool things now that you can partner that if you have these fleet technologies installed in a way that is integrated in your service business, you can actually get lower insurance premiums, right? So it's not just the conventional use. Cases were starting to think in this kind of gig economy, how you can also be thinking about bringing in Maura what's called a contingent workforce. So if you have surge capacity in a certain period or you want to just do more third party service, probably your appliances. You know they're not the employees, if you will, of a g e or a world polar and LG right there Probably a contingent workforce. And that's a model that's also evolving. But to do Fleet Management across say, contractors, not just employees is an area that were thinking more and more led by some of the uber ization, if you will, of the of the marketplace >>right up against the clock, Marty. But to last questions You made an acquisition today, Vashti Uh, yeah, uh, I thought of it as a tuck in acquisitions, although Darren essentially sort of said, it's gonna make you the leader now in service management. Um And then I want to understand how you guys differentiate from some of the big whales. >>So, you know, overall, we're on track to be about 700 revenue this year in service management. We're working to get to 200 million, right? So this year will probably be around maybe 1/5 50 ish per se. Don't quote me on that check with our coms team, but the point being is that we have the ability to use these tuck in acquisitions and service to accelerate our lead, not just from a revenue perspective, which is what we were just talking about. But from a product perspective, you might have followed Salesforce acquiring Click. That means we are the only independent. Aye, aye. Optimization engine that is field tested. Battle ready. So that's great. This s t a is how we consolidate our dominance and complex service. So what darren was speaking to is not on Lee the service management segment of our revenue and how we continue to accelerate over the oracles in the S a. P s and the service maxes et cetera of the world. But how we take what we're already dominant in and really put the hammer down. Honesty is part of that. >>Your differentiation then if I infers, is focus. Um, you're you're deep customer customs agent deep >>domain expertise. Yeah, So really, when you think about a i optimization, which drives a ton of business value and the ability to handle the complex service cases that then drive business outcomes and outcomes based service models, we are number one and s dea tucks into that, even though it is very strategic on how we position ourselves with leadership and service. >>All right, Challenger becomes number one, Marty. Thanks very much. All right, Keep it right, everybody. Dave A lot with Paul Galen. You're watching the Cube from Boston Mass. I f s world 2019 right back.

>> lie from San Francisco celebrating 10 years of high tech coverage. It's the Cube covering Veum World 2019. Brought to you by VM Wear and its ecosystem partners. >> Welcome back to the cubes. Live coverage here in San Francisco, California, for VM World 2019. I'm Jeff Davis Davis, our 10th year, 10 years covering the M world. Quite a run. Got a great stories. More stories coming, Emma days. A lot of organic growth. A lot of typos in the startup scene. Our next two guests Mike Adams, CIA Director bm wear and Ziv Kalman. Oh, vich product line manager here. Welcome to the Cube. Great to see you. Yes, Curtsy to you guys. Got a lot of activity happening around bit fusion. A lot of news to share. Exciting. I mean, in the M. And a story has been high on VM. Where we talking back? Elsie earlier. Continue to fill in on the strategy. >> Yeah, absolutely. Give us the update. Yeah, I think the key thing for us is we really want to become a key player in the A. I am l space and say that those workloads should come on visa. And with this acquisition we think, provides a great framework for a lot of the hardware accelerator devices. The best of you known of those his GP use. But we think there's four coming market with PG A's and also custom a six. So we're super excited about that. >> For the folks that don't know much about the acquisition, what was the motivation? What was the company's core product? What was the interest? Yeah, the >> company had a product called Flex Direct, and that particular product was really focused on taking, ah, similar concept that a lot of V m writes No, which was, Hey, we knew that computes space. We were trying to take these isolated islands and pull them together. Same type of thing. Here you had these expensive devices that people were buying and they were isolated. And now if we could take a single server, it's got a bunch of GP use on it. Why don't we share it? You see all these papers that come out around machine learning at the very end. It says she's I'm amazed that thes GP user so underutilized even when we're actually using them. It's kind of like buying a car and then using the radio only right? Doesn't. It just doesn't make sense. I >> got this trend of alternative processors just sort of exploding all over the place. I mean, obviously in video, sort of people know what's going on there, but but you've got arm. Now you've got the edge coming in, you know, Intel. Still dominant in the server space. But even even storage devices today use different type, not in the not Intel processors in there. It's a combination of our mo are Sometimes you know, G. P uses you say F g a Z, even though they're sort of a narrow use case. You're seeing a six make a comeback. So you got all this additional processing power, you know, going. So that's a tailwind. Absolutely, guys, and it's sort of the intersection of those to maybe talk about some of the trends you see in that regard and how you're taking advantage of them. >> Yeah, it reminds me of many moons ago when we had new chips that were coming out. We said, Jesus, hardware, flurry here, right? And now we're in a really similar spot. Ziv and I see a lot of different types of devices and acceleration devices, whether it's computer network or storage. And in this particular case, right, we just see a hotbed of all these customers that air seeing the same problem, right? And we've got great partnerships with Intel you mentioned in video and and many others. And we just want to really leverage those for these devices because you look at V sphere and say, OK, your traditional workloads. We've done those very, very well. But as we get into containers, KUBERNETES, machine Learning and I, we want these newer cloud native and newer workloads to come our way. And taking advantage of these new capabilities really helps accelerate that in a big way. >> Could you >> explain Maur on the the sphere impact? Because, you know, first of all, of'em, where community you get the feedback right away on Twitter and a lot of things. But sometimes you gotta dig in and find out what people are thinking and where there might. I think that could be future up opportunities or because it meets skepticism. Well, the the sphere native having a eye on the sphere, that's just mind blowing to me. But I mean, I can see I can see a data processor kind of vibe going on here where data needs to be processed. That seems to be a trend. What is it going on with the sphere with this? Is there what's the what's to customers? No. >> Well, I think the first thing to clarify here is that, you know, some often there is this question. Why would Iran m Ellery I work? Look specifically envy. Sphere is a platform. But then customers do run Emily and workers and public clouds. And those layers are not that different than the spirits virtualization layer, and they're running it in virtual machines. So the whole idea would be fusion specifically, is it? Actually, we can make it even more efficient to run these workloads on top of the sphere because the underlying infrastructure that you two actually, you have to accelerate these workloads there. Today they are mostly GP use, obviously, but in the futures, Michael so mentioned you a six are coming in and effigies are coming in. We are going to make those as well. That's the plan using the B fusion framework. Be more efficient to use. A lot >> of people are skeptical around running machine learning on these are not skeptical because, I mean, it's great for any time you have the opportunity to automate something or used software to make something go away. That's not the difference. You're undifferentiated, so it makes sense. But I just can't figure out where, specifically, within these fears of being targeted to use >> where envy sphere as in, Well, >> if I'm operating the sphere on top operator, I got Debs kicking around the corner. I got a cloud Mom reclaiming. Where's this fit in? Where >> this fits into essentially any place for a visa is running. It doesn't matter if it would run on via MacLeod and for any other for cloud partnerships or on the the edge of our Vesey runs. This is a core capability of the sphere, so it doesn't matter. You know where physically or infrastructure is, we would be able to expose this technology. The idea is also that you mentioned the trends in the A six as they're coming into the enterprise. There's an architectural changes also coming in, and in the server perspective, it's just it's the servers are actually getting more dense there, in there, in there in the accelerator infrastructure that they have in them. So you're seeing four to a GP using a single server. Those are very powerful machines. You can just move oil, represent a single machine again. That brings us back to be fusion and descend. The segregated model affects territory used, which is very similar by the way to centralize stories use. >> You guys are on something really big here. I think that hardware assists off load anything. Hardware system, harbor off load is gonna be a more of a bigger trend. And we saw it happen big time and hyper converge just for storage and everything. But I think as you want to stack where kubernetes gonna flourish? Yeah. I mean, imagine all the service is that he turned on Turned off. I mean, that's not I mean, men even know when it gets turned on or off. >> Absolutely offload for awhile with things like a raise, right, trying to push processing off to a bigger ray that you've got there. And then one other thing you said that I think was really important is the audience, right? If you look at a i n m l, we have traditionally haven't talked to the data, scientists of the machine learning folks. And we need to get to the I t. Folks that air supporting those workloads saying similar to some other workloads that were new and saying these were gonna come your way. And so we need to be prepared and you need to be able to leverage. So >> what's the What's the pitch to those folks? What's that? What's what you guys saying to them? Because it is a benefit for Debs and Dev Ops is to have an ops right. You got the ops down. Okay, see that and this change happening. But a dev, What's the pitch? But how do you get their attention? What's the value proposition? >> The the Actually, that's the beauty of it. It's exactly the same bottle proposition that the sphere in Vienna, where the Vienna state provides the developers and the only thing is that now we are letting the the office people to actually provide this doing this infrastructure as well in the same efficient manner. So it's your transformation. Basically, it's giving the exact same value proposition. >> Talk about the multi cloud tie in here. We've heard a lot about multi cloud and I think multi cloud in part anyway, is being able to run any application and workload anywhere. And one of things about your technology is the ability to not have to rewrite the application to take advantage of acceleration. Does it fit into multi cloud? And if so, how? >> Yeah, when we made the bet Fusion acquisition, if you look at their story, they had the any any any story as well, just like we do. And so, you know, we made announcement this week within video and eight of us and VM, where it's definitely possible of the technology that we have to extend that even further. And so, you know, the only thing I know with users going forward is they're gonna have more than one cloud, and so we just need to prepare for that and make sure that it works. And it works well across the board and the common layer. When you look at our multi cloud strategy is vey sphere is going to be at each of those layers. So if it's ties in disease here, it should be pretty easy to make it work in each of those environments. >> What was that What was the announcement you made you share? The big >> one was being able to use in video in the context of cloud in AWS. So's GPU capabilities and bring it to the service as we do on Prem. And so that was a big piece. And then we also obviously, in making that announcement talking about Hey, you know, this is a critical area for us because not only are we doing this, but we're also saying that your bit fusion will help enhance this because we think in video and bit fusion work very well together as well. >> And is that a product of service? Ah, go to market initiative. >> In the case of the coordinated us, it would be offered as part of the service. So when you can consume the compute, you know you want a GPU, it'll be there for you to help run that workload in the cloud. >> And that's available. When >> that's an nvidia in AWS kind of question. When they are making that infrastructure available, it's essentially going to be a nun. In another instance, type that the ember cloud in AWS will offer okay, I >> mean, it's a tech preview. >> What if some of the things that people should know about because again, in the pattern I'm seeing here of'em world is as in love to stack with kubernetes being that abstraction layer that guessing eyes promoting heavily on rightfully so. We're big fans communes with that for the beginning is that you're gonna have this this purpose built, um, native capability so that when you guys got this native vibe going on native to hype the sphere native TSX native, what does that actually mean? Native like Cooper, naked native on I. But what does it native mean? Explain to the audience what that actually means. >> I'll start up. Sure. You could >> elaborate 30 minutes if you want. But what is that >> true native native? The idea >> for us was used kubernetes really two ways. You know, most of the time when we were talking about Cooper Naser Containers, it's running that on top of these Fair right? What happens if you could take the DNA of that and put it actually inside of east here? Right, so not only you could run these clusters and native pods, but you could also leverage some of the value and one of the things that Cubans does really well is it handles workloads really well. So if we take an example where we have 145 e ems and they make up your app, right, normally you'd have to go to each one of those and figure out OK, let's make some changes in tweaks. And now what I can do is I can treat all of those is one workload and I can move them. I could do really interesting things with that. And that's the power one of the powers that you have with Kubernetes. >> And that's where the differentiation. Then you don't think that there's a >> Yeah, exactly. I mean you are essentially getting There are a lot of benefits our customers, our values value that the customer is getting today from V Sphere, generically speaking, and our longtime customers are familiar with the value propositions. And what we are saying is that when you're getting something as a native capability is that essentially ties into all the other capabilities that you already were know very well and you will be able to get those. But with on top on, sometimes on top orbit in conjunction with what >> is that gonna enable? Now let's talk about the enablement. >> So let's go back all the way. If you go all the way back to be fusion, for example, if you enable it is a native technology, then if you're running containers or viens on the sphere natively they can consume to be fusion technology. If you have cool, it is. It can orchestrate natively, the PM's and containers that are using the confusion to collision. Excited. Oh, so this is the whole thing, >> more efficient platform standpoint, >> and it's easier to manage as well, because you don't have to install a bunch of stuff on top of each other because it's needed. It's part of the first. >> A lot of hassle go away that people might >> take it in and you're gonna have to guess tomorrow they're going to go deep into it with >> you. Great, we're excited. So we're hearing a lot, obviously, but kubernetes at this event and and but most of the audience, they're not developers. So how can you use the sort of bit Fusion mojo to attract developers for some of these new workloads, that air come into the marketplace? >> Yeah, I mean it's all about acquiring new audiences in a case of infusions. More the data scientists. In the case of the communities, it's more around the developer. But I think let's use the kubernetes examples as a good one and what we announced with Project Pacific. Basically, the way it looks, the technology looks to them. It'll look like the kubernetes, a p I with a little bit of east for goodness from the operator perspective, the people that we know the 20,000 that are here, it looks to them like the sphere was from kubernetes Goodness. So that's the right mix is you've got to get it. So it looks exactly the smells and feels just like what they're used to. And I think that's a that's a key aspect. And then for the data Scientists with fusion, we really need to say Okay, you know you want to run these workloads, but she's you're paying really a lot of money for these expensive, isolated devices, and you could get more value by kind of grouping them up and making sure that they're used kind of in aggregate, right? >> So there's more leverage on the data science side So if I'm say hiring someone I know I'm or more to work with with >> exactly, essentially, it's it's the same story. They don't need to change their applications, their framework. Their models use the same could interface, which is the GPU interface for for the GPS computer. >> So So let's talk about that. So data scientist, you know, they always complain that most their time is spent wrangling data That's their, you know, bugaboo. And then there's a collaboration between data scientists and developers, which probably doesn't happen enough. What are you seeing in terms of the trends from the data science role? And can you help solve some of those problems? >> Well, what we are about to solve is really access access to infrastructure for them. Easy access to the infrastructure in their software stack. And the way to get there is to make the data engineers that serve these data scientists and the application administrators that surges data scientist to get easy access to the infrastructure Dany to provide the software, and that's where the sphere eventually comes in. So it's not the Celia direct relationship with the end users. It's more enabling the entire organization that actually served these end users and let them use as much infrastructure as your partners. And >> that and that and user organization. The buffer >> guys last question share what the plans are. What's next? What's your goals for the next 6 to 12 months? I'll see. Get the acquisition under your belt. Native in these fear, a lot of other cool things. I mean that I could talk about >> customers and maybe you can talk about product from a customer perspective. You know, we want engage in proof of concepts. So we want to bring them in, let them test out the software. It already works with the beast here, so I'll be running with multiple proof of concepts across the globe. We >> use cases in the U. S. Case or what? >> Yeah, I mean, it's it's pretty simple at the moment. It seems to be most people that are using GP use around ml. We have a great demo down the floor that shows people trying to run inception, three year resident 50 And how can we actually help those v EMs that are running that? So that's gonna be my focus. The next six >> years you want get some use cases come over here, bring him up to Mike. >> And from that perspective, I mean, obviously, we acquired occasion in an early stage. The technology works well. It works well enough to be product eyes. However, Veum, wherein the sphere has very high enterprise software stone standards in terms of security and management and governance. All this capabilities so that's going to be are focused on the next, you know, even almost a year to make sure that we bring it up to a level where we can confidently provide it and sell. It is a product >> you gotta engineering hye bar there absolutely thanks to Russia coming on keeping the update, the end world coverage Breaking it down. 2019. It's the Cuba job for David. Thanks for watching Be back with more after this short break.