>> Announcer: Live, from Orlando, Florida, it's theCube. Covering ServiceNow Knowledge17. Brought to you by ServiceNow. >> Welcome back to Orlando everybody, this is theCube, the leader in live tech coverage. My name is Dave Vellante, and I'm here with Jeff Frick, our cohost. This is Knowledge17, #Know17. Jim Hebb is here, the Advisory Director for People in Change at KPMG. And he's here with Nate Channel, the Enabling Technology Lead at JM Smucker and Company. Systems integrator, customer, gents, welcome to theCube. >> Thank you for having us. >> Thank you. >> So let's hear the story, JM Smucker, you told me off camera that you just started in November. Right? >> Nate: Right, we went live in November. >> Take us back to that decision point, where you said, "hey we need to do something here." What was that like? >> Well, I guess we were asked by the CHRO of Smucker to look into a current state assessment of their HR Organization. And from that, one of the things we discovered was that, the company is a family owned company, had grown organically over the years, had a very family type os environment, and while that is a big selling point for the company, it also resulted in a more relaxed approach to delivering HR services. >> Love the vocabulary. (group laughing) Relaxed approach. >> Relaxed approach, so essentially, if you were an employer manager and needed help from HR, you had to know who to go to. So you had to have a name, you had to go find them, if they weren't the right person, then you got passed to the next person. Certainly there was no way to record, track, have a collaborative, sort of tool to use for HR service requests. There was no way to report on information related to where things stand. Employees couldn't see where their service requests are it was email, phone call, stop by the desk. That was a gap that we thought, if you really wanted to transform the organization and really ratchet up the level of service, we needed to do something. >> A lot of tribal knowledge. But, now you're in IT, is that correct? >> I'm actually in HR. >> You are in HR. >> Is that where you guys started? You started in HR or? >> I actually joined the company a little less than a year ago. So the project was was already under way, when I came in. Yes, I did start in HR, and I think that, just coming into the organization, kind of seeing it where it was when I came in, and how everything was kind of fractured because we had gone through a lot of acquisitions and that's how we grew, and we grew very quickly. Nothing was really consolidated, so seeing this transformation has really been fantastic. >> But did you guys have ITSM installed or no? >> No, no. >> Okay, so the company started at .. >> Which is unusual right. >> Yeah, I was going to say. >> It started with HR and from there they have now decided to adopt the IDSM platform, >> Right. >> And are going live in a month or so I think. >> Yes. >> It's really interesting that they started with HR. >> So tell us about the implementation, how did it go, I mean a lot of people will share with us, it's sometimes very complex to implement, you chose a partner, to obviously reduce the complexity, share the risk. >> Yeah, so it felt very fast for us. From an IT perspective, we're not prone to doing anything agile. I think having that agile development life cycle come in was a shock to the system. It put us into the position where we had to really focus on what wanted and needed, very quickly. And we were able to do that, and I think we were able to put something in place that will benefit us in the future. And I think, it's benefiting us now. We've transformed our organization. >> And how did you get it in? Were things just breaking or how did you get the opportunity to provide the initiative to bring in this agile new tool? >> So it was really part of a broader HR transformation that we were doing with the company. We were looking at everything top to bottom, their entire HR operating model, their HR org structure, all of their HR processes, all of the HR technologies that we were conturently doing, a Workday implementation with them. Building a new shared services center, looking at their entire North American models. As part of that, this was just a natural piece of the puzzle that needed to be added. >> So a lot of people are confused and ServiceNow's trying to constantly explain to people, we don't compete with Workday. Talk to the practitioner, where does Workday leave off and ServiceNow pick up, if I'm an employee of Smucker, what do I interface with, am I talking to ServiceNow, am I talking to Workday, both? >> Actually our design, we have the portal in place. We have the HR service portal and that's really our gateway for our employees. So it's part of ServiceNow, but it leads them into Workday, and a lot of our employees associate those two as one. They think that if they're having a problem, or anything like that they need to access something, they go through HR Home, but they're thinking they're going right into our deck. >> Dave: It's an HR portal to them. >> Right, exactly. >> Dave: They don't really know or care what's at the back end. >> Exactly. >> Nor should they really. >> Nor should they. And that was presumably the design point? >> Nate: Right, right. >> Again, not always common, right, you hear different stories of different stovepipes, but you seem to have some success with this approach. >> We have, we always try to take it from the perspective of what does the employee manager need, and how do they want to interact with HR. So it's not about, HR often has more of an insular approach to, well, we're thinking compensation or benefits, or providing this type of function. Employees and mangers come and say, I have an issue and I need help with it. They don't really need to know, if this is comp or benefits, they can say, I have an issue with my paycheck, it might be a benefit deduction, it might be an incorrect calculation from payroll, it might be something related to retirement plan, so they don't need to figure that out and have to find where they need to go, they should be able to come to HR and get help, right from the start. >> So onboarding is the classic example. How has that, as a relatively new employee, how has it affected the onboarding process? >> We are still kind of hashing through onboarding right now. We're really focusing on the Workday side to get everything kind of ironed out perfectly before we truly bring ServiceNow as a part of that into it. But from any perspective where there's any kind of problem, we're directing our future employees to utilize the tool, as possible. >> Take us through the project, when did it start and how long did it take? >> It actually started with an RFP process. So we facilitated that, so we had five different providers that we were helping Smucker evaluate. Methodology approach, functionality, technical alignment, business and cultural alignment, cost. And from that RFP process ServiceNow came out on top. That was the selection point that was earlier in 2016, first quarter 2016. Because we were doing an entire transformation, we staged everything in sequential order in terms of what we were doing with Workday, Shared Services, redesign of operating model, all of that good stuff, and we ended up, as Nate said, launching, doing a soft launch, right after Thanksgiving for the ServiceNow platform, full launch with Workday, ServiceNow, Service Center, everything on the December 14th. >> And the business impact, so far is early days, but so far, and what's expected? >> It was completely different than anything we're used to, >> Dave: In a good way. (laughing) >> Yeah, absolutely, it was fantastic. I think our employee population really jumped on board very quickly. Instead of following that traditional HR, you know, pick up the phone or send an email, they're calling a Service Center, and they're following up on cases, instead of following up on emails. >> Jeff: Total relief. >> Yeah, I think we've definitely consolidated all of that into the ServiceNow platform. >> Alright gents, we got to leave it there. Yet another happy customer. It actually doesn't get boring after a while, I love to hear the stories, because things change so much, it used to be ITSM, and now we're talking lines of businesses et cetera, so gents, thanks very much for coming on theCube, appreciate it. >> Thank you, appreciate it. >> Thank you, thank you. >> You're welcome. Keep it right there everybody, we'll be back with our next guest. It's theCube, we're live from ServiceNow Knowledge17. Be right back.

>>From San Francisco. It's the cube covering get lab commit 2020 Rocky you buy get lab. >>Hi, I'm Stu Miniman and this is the cubes coverage of get lab commit 2020 here in San Francisco. Kicking off our coverage of 2020 a great developers show talking about the, the platform they get. Lab is building and have one of the keynote presenters from this morning. Christy Lineville who is the user experience director at get lab. Thanks so much for joining us. My pleasure. All right, so th one of the things that uh, you know you and was talking, talking in the keynote this morning was we have the scroll of tools and of course one of the challenges people know is if you're talking different tools in different environments, the user interface is going to be different. And therefore the stat I heard in the keynote was over 50% of dev ops time is wasted on logistics and repetitive tasks and all these environments. Before we dig into it. Christie, I'd love just a little bit about your background because you hinted at it a little bit in your keynote that some past experiences you've had. So what, what led you to this role at get lab? >>Yeah, so I've been in tech for about 20 years. Um, didn't go to school thinking that I would be a UX or one day because 20 years ago, frankly it wasn't even a thing. Um, but over the years I've gotten to work at Dell and general motors, Rackspace and then a regional company that's still huge called HEB. So lots of enterprise, lots of tech, um, which is areas that I'm just really passionate about. UX and, >>yeah, well we, we, we talk so much about Keck. Um, I love, one of the things I've looked at my career is there's the cool tech button, you know, what is, how does design fit into these, you know, there's of course the easy examples of Apple, but you know, so many of the products, when you talk about the difference between it being a utility, and I love this thing often is the design. And that, that, that user experience piece of it, um, in the dev ops software world, give us a little bit of your world challenges that you're seeing. What differentiates a, you know, an okay product versus something that customers are going to be like, you know, I love this. I want everybody to use it and, you know, want to spread, spread the gospel. >>Yeah. Um, so building the types of tools that we are building at get lab isn't sexy or like working at Apple. Um, but I'll tell you this, the designers who work on these types of tools are really deeply passionate about creating great experiences for people to do their jobs every day. Um, which is actually really exciting work. So what's interesting though is oftentimes people are coming from using these very outdated legacy tools. Oftentimes their internal tools, uh, they just don't have a great experience. So we get really excited about being able to take the type of tool that someone is kind of like, these folks don't have a choice. They're not getting to decide which tool they get to use to do their job. They have to use it. And we're really respectful of that. Just because they have to use it doesn't mean that we want to take advantage of that. Uh, we want it to be a really excellent experience. >>All right, so Christie, I had heard before when you talk about get lab there, there's dev, there's sec, there's ops in the keynote, you talked, even groups like finance and marketing need to get involved. There's very different expectations and skill set when you talk about those roles. So it helped me understand a little bit, are there different interfaces based on my roles? Is it just so simple that anybody should be able to understand it? Help us understand. >>Yeah. So that's the goal. I'm not going to tell you that they're there yet today, but that's the idea. So yeah, having worked in tech for such a long time, um, it's, I've got a lot of, uh, experience with watching different roles, try to interact with these technical teams that need the tech teams for them. This is, this is bread and butter stuff. They know exactly what's going on. And, uh, other roles really try to kind of bring themselves to the developers and that's what we're trying to make easy. So things like taxonomy play a huge role in that. The way that, uh, deeply technical people talk about the work that they do is very different from how people in other roles do. And we're starting to think about how we can converge those two things just to make it easy for everyone. >>No, I love that because a few years ago there was Oh, developers and the new kingmakers and they're going to do off their thing, but it kind of seemed like the developers were off on the side and they were going to choose their tools and figure things out and then somebody eventually needed to pay for something and figure out how it works in the environment. The story I'm hearing and the maturation of that is developers are closer to the business and these roles need to talk and communicate and fit together. Is that what you're seeing? >>Yeah, that's absolutely right. >>All right, so get lab also your, your product line spans of just a broad spectrum. There's, yeah, I don't have memorize the 10 categories that you need to fit. Um, I believe there was a couple of acquisitions, uh, that helped grow here. But you start with SCM and CII. Those alone, making sure that those work together is a certain bit of work. But how do you, how do you span the gamut and make sure that all these various pieces, uh, I'm going to have some kind of coherent experience. >>Yeah. So we're also thinking about project planning that happens before SCM NCI ever starts. Um, and so we're thinking about how do we make it easy to take something from an idea, an issue directly into that build process. Um, and then after that it's like, okay, so then what happens next? Keeping it secure, um, and then watching it to see what's going on it and then just getting it out onto infrastructure through our ops features. Okay. >>Talk a little bit about how you interact with the ecosystem in the community. Also, it's everything is open to, you know, understand, you know, I want them to see the meeting minutes. I can dive right in and do it. And we heard lots of examples in the presentations about, Oh, some change has been made or you know, your CEO joke to somebody corrects my grammar. And that not necessarily, Oh, maybe it is someone inside the company, but uh, you know, that dynamic is to make sure you have something that is coherent when you have so many different internal and external constituencies that will be opinionated as how things should go. >>Yeah. Um, so let's see here. Um, ask me again. Sorry. >>Yeah. So you get all these other constituents that, that want to kind of have a stake and probably have an opinion as to how things should go. How do you make sure it works, not just forget lab but all of your customers and the partner ecosystem that you're building around it. >>Thank you. And so we do take the comments that come in on issues very seriously. Uh, my team is looking at that. Our product managers are certainly looking at that. Um, and we look at that as directional information. Where my team really takes that though is then we dive in and we do UX research. Um, so we are very mindful of the fact that the comments that are coming in, um, we don't take them literally, uh, we take them as kind of advice about where do you dig in next? And so what my team is doing is figuring out, uh, what roles are really interested in this future going out and either doing surveys or talking directly to customers doing qualitative interviews, or we're sitting down and saying, okay, so we get it. You have some feedback here and that's wonderful, but what were you trying to do? How did you even get here? Where did you want to go next? What things are working well for you? What things aren't working as well? And then that's a lot of what we do. >>Um, you've got a global environment that this is going into. What, what challenges does that put on what you're doing? >>Yeah, it brings a lot of challenges. Uh, one of the bigger challenges that it brings is in our UI copy, right? Um, so field labels, things like that. We really try to be mindful about that. Uh, so in a couple of different ways. So, um, the way that people talk about things a is different throughout the world. We try to be mindful about not using things like jargon. Um, so that everything is clear and easy to understand no matter where you are. We also think about things though like length of text, which can have a really big impact. So we know German tends to have some long words. We have to be mindful of that as we're writing UX copy. Cause in the end we want this to be as easy for everyone to understand as possible the moment that they look at it. All right. >>Uh, how about announcements? Uh, we, I understand the 22nd of every month is when a code drops. So just bring us up to speed as to what people should know about boat get lab product today. >>Yeah. So we, we released features at an industry changing velocity. I have never seen anything like it. Um, and from a, I'm always gonna think from a UX perspective, UX is deeply involved in that. So there is not a release that goes by where you as a customer or a user can't actually see the impact of the release. Yeah. Things are happening behind the scenes and we're shoring things up and strengthening the backend, but we're doing things on the front end constantly. Um, and my designers and researchers know that that's like they're on the hook for that. And so they're always thinking about like, what's that next thing that we can deliver? >>All right, so Kristi, dark mode for everything. >>dark mode has definitely been something that we have heard from our user base that they really want. Um, something that we're working on is a good design system so that we have single source of truth components we'll make that'll make it much easier for us to do the dark mode that we know is a legitimate ask from our user base. >>Yeah, absolutely. Anything else? Uh, just trends or things that you're looking at for 2020 >>trends that we're looking at? No, it's interesting. I'll be honest, I don't think that we think a lot about trends. What we're really doing is we're looking at the feedback that's coming in directly from our user base and then we're trying to make decisions based on that. Um, so actually I don't, I couldn't say that we have any trends. >>Well, you know, mobile drove a lot of the last decade or so. Are any of the voice or interactive, you know, type of platforms have any impact on what you're doing yet? >>Yeah, so we, uh, we are thinking about mobile. We're not thinking about in the term about it in terms of, uh, native mobile apps. We're really trying to think about it in terms of just making a really good responsive experience. Uh, we're trying to get a better sense of which jobs, um, are most commonly done on mobile devices so that we can focus first on making those better. Um, but that's also something we're trying to think about with every design. So I see my designers doing a really good job these days. So they, you know, they put together a design, they're thinking about it in terms of desktop, and then I see them pivot and think, okay, so what does this now look like on a mobile device? So we have a lot of work to do in this area. I'm not going to tell you that we don't, but I see us getting better and better all the time. >>All right, Christie, thanks so much for giving us all the updates. Really great to dig into it. It's been my pleasure. Alright, I'm Stu Miniman and thank you for watching the cube.