 Hi, from Las Vegas. It's theCUBE, covering ServiceNow Knowledge 2018. Brought to you by ServiceNow. Welcome back everyone to theCUBE's live coverage of ServiceNow Knowledge 18 in Las Vegas. I'm your host, Rebecca Knight. We're joined by Gurav Dutt-Inyal, who is the North American Practice Head of Service Management for Infosys. Thanks so much for joining us, Gurav. Thanks, Rebecca, for hosting me. So first, this is your second time on theCUBE, so I should say welcome back. Thank you. So tell us about what you do at Infosys and what the strategy is in this space. Sure, sure. So I lead a practice for North America and Infosys is a technology services company and we help our organization go through their digital transformation journey and with ServiceNow we have 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, the theme which we have adopted for this year is that how do we help our clients accelerate their journey for HR, CSM, ITOM? So basically how do we help our organization adopt ServiceNow beyond IT and take it to the enterprise? 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 where would you say, we were sort of the impetus for this? I think it's a mix of both. We do get obviously inputs from the clients, but the value that Infosys bring in is the diverse experience from multiple engagements, right? And to give you some more views of how we are opposing this space. So on a very high level, what we see is the key trends or strategies in this space. So first of all, any conversation that we have with the client, the first and foremost topic is about user experience. That as we implement ServiceNow, how do we enhance the user experience for the internal as well as external customers? So that's one. Second strategy or trend that we see is that while ServiceNow has been matured and implemented for 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 stores management, for example? If we are implementing it for a pharma organization, how do we bring in that domain expertise and integrate that with ServiceNow? So that's the third strategy. And the fourth area that we are focusing on is some of the newer things, which possibly are not revenue-generating engines for us yet, but down the line, you're 12 months, 18 months down the line, we expect the more revenue to come. So things like IOT and I shouldn't even say AI, because AI is something we are 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 potential use cases? Yeah, 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, change management, asset management, CMD, it's already out there, right? Now we are seeing clients taking those foundational capabilities and taking it to other parts of organization, right? So in our case of HR, so we are seeing organizations adopting it for case management, you know, helping onboarding, onboarding of their employees, right? 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, right? So there are few clients where, you know, they identified a set of business use cases of workflows and they are leveraging the power of service now to automate those. So how are you and your customers measuring the return on investment here? What are they seeing? Yeah, so what we do is, you know, 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 of the simple example is if we are implementing service now for help desk, so one of the key outcome that we would measure is that by implementing service now, how many tickets that we have reduced or how many calls to service desk have been reduced by implementing service now, which actually has reduced the cost of operations for the client. So that's just one example. But what we do is, you know, across the organization, we identify those use cases and the kind of outcomes that we deliver and we also identify the set of metrics, right? Which we jointly review during the engagements, that what kind of the outcomes that have been delivered with this implementation. When you think about all of the solutions that you've 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, you know, customers adopting it, I think in my view, or the way we see it, the solutions around the specific domain or industry, right? So far what we have seen is that service management or ITSM, it's like a horizontal layer. 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, right? Which can help make some difference to their business outcomes. And that's where we are seeing trend around building solutions for retail organizations, building solutions for insurance organizations, manufacturing, finance, and so on and so forth. So that's one interesting trend 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. And- So you've seen the conference evolve, why do you keep coming back? I think, so first of all, this is a great product, right? Lot of organizations are adopting it. And, but interestingly, I think it is the ecosystem, right? If you look at this conference on 18,000, 20,000 people attending it last year, it was around 15,000. And if you look at so many partners and customers out there, I think it's a big, big family and big ecosystem out there. So yeah, excited to do part of it. Gaurav, thanks so much for coming on theCUBE. It's been great. Thank you. I'm Rebecca Knight. We will have more tomorrow from ServiceNow Knowledge 18. Until then, good night.