>> Announcer: Live from Las Vegas, it's The Cube! Covering ServiceNow, Knowledge 2018. Brought to you by ServiceNow. >> Welcome back everyone to The Cube's live coverage of ServiceNow Knowledge 18 in Las Vegas. I'm your host, Rebecca Knight. We're joined by Gaurav Dutt Uniyal, who is the North American practice head of service management for Infosys. Thanks so much for joining us, Gaurav. >> Thanks, Rebecca for hosting me. >> So first, this is your second time on The Cube, so I should say welcome back. >> Yes, thank you. >> So tell us about what you do at Infosys and what, sort of what the strategy is in this space. >> Sure, sure. So I lead our practice for North America, and Infosys is our technology services company. And we help our organizations go through their digital transformation journey. And with ServiceNow I've been working for the last 10 years, so we have seen this platform evolving from a basic ticketing tool to a platform that can be used by IT, and now it has reached a point where it's being adopted by, across the organizations, right? All the business owners, be it HR or customer services or program managers, portfolio managers, and so on and so forth. And interestingly, you know, the theme which we have adopted for this year, is how do we help our clients accelerate their journey for HR, CSM, item? So basically how do we help our organization adopt ServiceNow, be on IT, and take it to the enterprise. >> So that's, so that's the strategy. How do we accelerate customers in their journey. And is the strategy led by customers themselves? Did they say, "Look, Infosys, we have this problem, "we're going too slow," or what would you say, where was sort of the impetus for this? >> I think it's a mix of both. You know, we do get, obviously, inputs from the clients, but the value that Infosys brings in is the diverse experience from multiple engagements, right? And to give you some more views of how we are approaching this space, so on a very high level what we see as the key things or strategies in this space. The first of all, any control system that we have with the client, the first and foremost topic is about user experience. That, you know, as we implement SerivceNow, how do we enhance the user experience for the internalized as for the regular customers? That's one. Second strategy or thing that we see is that, you know, while ServiceNow has been matured and implemented for a larger part of IT organization, but how do we make sure that the similar level of maturity can be achieved for HR managers, right? How program managers, portfolio managers, the security organizations, the facilities team, how they can adopt the platform. So that's the second strategy. The third strategy that we work on is bringing in domain expertise as part of ServiceNow implementation, right? Now, for example, if we are implementing ServiceNow for retail, so how do we bring in experience of store's management, for example? If we are implementing it for a foreign organization, you know how do we bring in that domain expertise, and integrate that with SerivceNow. That's the third strategy. And the fourth thing that we are focusing on is some of the newer things, which possibly, not revenue generating engines for us yet, >> Rebecca: Yet. (laughs) >> But down the line, you're 12 months, 13 months down the line, we expect more revenue to come. So things like, IOT, and, I shouldn't even say AI because AI is something we're already implementing for some of the clients. >> So, that's interesting. You're exploring this area, this area is so hot, what are some of the, how do you see some of the potential use cases? >> So the use cases that we are seeing is so ITSM, I think in our viewpoint, it has matured. A lot of organizations have adopted ITSM, the basic capabilities on incident, problem, team management, asset management, CMDB, is already out there, right? An obvious thing, clients taking those foundational capabilities and taking it to other parts of organization, right? So in case of HR, we are seeing organizations adopting it for case management. Helping onboarding, offboarding all their employees. Managing their payroll systems. That's one set of use cases that we are seeing. The second set of use cases we are seeing are around automating your business processes. So, there are a few clients where they identified a set of business use cases or workflows and they are leveraging the power of ServiceNow to automate those. >> So how are you, how are you and your customers measuring the return on the investment here? What are they seeing? >> So what we do is, when we work on these engagements, so at the beginning of the engagements we do identify certain outcomes that we are going to deliver for our clients, right? And one simple example is if we are implementing ServiceNow for help desk, so one of the key outcomes that we would measure is that by implementing ServiceNow, how many tickets that we have reduced? Or how many calls to service desk have been reduced by implementing SerivceNow? Which, you know, actually has reduced the cost of operations for the client. So that's just one example. What we do is across the organization we identify those use cases and the kind of outcomes that it would deliver, and we also identify the set of metrics, right, which we jointly review during the engagement. At what kind of outcomes that have been delivered with this implementation. >> When you think about all of the, the solutions that you helped customers come to, what are you most excited about? >> Yeah, so I think if you look at the different types of solutions that are out there, right, and how customers are adopting it, I think in my view, or the way we see it, the solutions around the specific domain or industry, right? Because so far what we have seen is that service management or ITSM, it's like a whole giant lair, it is not really tied to a specific domain, right? But more and more we are seeing that clients are asking for solutions which are relevant to their business. Which can help make some difference to their business outcomes. And that's where we are seeing turned around building solutions for retail organizations, building solutions for insurance organization, money factoring, finance, and so on and so forth. So that's one interesting turn that we are seeing in the market right now. >> Last question, how many Knowledges have you been to? >> I have been to, I have been coming right from the beginning. >> So you've seen the conference above, why do you keep coming back? >> I think so first of all, this is a great product. A lot of organizations are adopting it. But interestingly I think it's an equal system. If you look at this conference on 18,000, 20,000 people attending it last year it was only 15,000, and if you look at so many partners and customers out there, I think there's a big big family and bigger ecosystem out there. So yeah, excited to be part of it. >> Gaurav, thanks so much for coming on The Cube, it's been great. >> Thank you. >> I'm Recebba Knight, we will have more tomorrow from ServiceNow Knowledge 18. Until then, good night!