 Okay, we're back. This is Dave Vellante of Wikibon.org. I'm here with Jeff Frick, my colleague and co-host for the week, Jeff. It's been an excellent week. This is day three. This is theCUBE, Silicon Angles, and Wikibon's coverage of ServiceNow Knowledge. It's been a really eye-opening event. We're here in Vegas. We've been here all week. What did we learn this week? So we learned that IT has a toothache and ServiceNow has a remedy. And we heard from a lot of practitioners about how ServiceNow is helping automate IT, run IT like a business. We heard some challenges in terms of how people actually quantify the business case and things of that nature, but probably the best one that we heard is, look, just talk to your CFO about going from a CAPEX to a variable expense. That's going to probably be the most useful. The other thing that we heard is generally, they're very consistent. People are starting with incident management, change management, problem management, and then moving out to other parts of the IT organization, developing new applications. And we heard about the importance of starting with a CMDB, a configuration management database, a single source of record. And while that's best practice, it's not always the easiest from an organizational standpoint. For you to succeed organizationally in doing that, you're going to have to bring together application heads, business process heads, the various, you know, department PMO folks, IT infrastructure people, and the like, and the best chance you're going to have of affecting that change is to really do it from a top down. You're going to have to have top management support. The other thing we heard in terms of advice was, start small, start with incident, start with change, and problem management, and grow out from there. We saw some innovations this week from ServiceNow. We saw some mobile apps. We saw also some announcements, specifically around what's called app creator, the ability to really simplify the development of applications. We saw ServiceNow as both, we're seeing them as both a SaaS player for IT service management and increasingly becoming a platform as a service on which to build new applications. And Jeff, I got to say, I was impressed with the quality of the customers, with the quality of the management. Fred Luddy is a rock star. He's a super alpha geek visionary. Frank Slutman, you guys who follow this show know we always love Frank Slutman. The guy really knows how to grow companies and manage companies and inspire people. And as well, the people throughout the organization have done certainly a fantastic job with this event. Great job obviously supporting this Cube. We really appreciate that support and the great guests that we had on. And overall, I'd say home run for ServiceNow. Yeah, it was really a great event. And it's fun to get the executives on and Fred and Frank were terrific, but it's even more fun. And I think one of the special things, opportunities for the Cube is for people to hear from the practitioners. You know, let's hear the real story. And I think we did a great job of not only getting the story from them, which I thought was the best part really is that they summed it up, getting a seat at the business table. You know, really being participants in the business, growing the business, changing the business through transformative IT. I thought that was terrific. And really hearing the individual stories of really disparate set of businesses, disparate set of business problems, but how do they attack the problem? Again, as you said, very consistently start small. They all got in. They're all here looking for ways to expand the platform. And then, you know, the message I was like, from a startup perspective, if you're out there and you're in a startup is, you know, design a platform that's extensible over time, but you got to go to market with an application. And clearly it sounds like Fred did a really phenomenal job in that basic platform structure before he built the application. That's enabling them to really go. That said, we heard time and time and time again, but these guys have a laser focus on IT and helping IT do their job better. So just because somebody from an adjacent department wants to come in and get a little assist, these guys are really laser focused on giving IT the tools to get that seat at the table to be business partners with the rest of the business and no longer just worrying about provisioning things and shipping things and counting things. Another thing that came through time and time again was the CMDB that you talked about enabled people to really look at their business with a degree of analytics and cost and information that then they could go to the management and really have hard numbers for where things were and how much things cost and where resources are allocated. And we heard that time and time and time again. So in terms of kind of being a data-driven organization and a data-driven business decision process, it sounds like this tool is really enabling that to happen. Yeah, and I think we also heard a lot about self-service. We heard Petra from KPN, CIO along with Martin tell us about how they've achieved that self-service capability. These are capabilities that you commonly don't associate with IT, I mean we associate with Amazon but you don't necessarily associate with internal IT. The impressive thing is that the attendees at this event who are service now customers, their attitude is phenomenal. They seem to, this is like a reawakening. I mean IT people are, generally speaking, incredibly smart, talented, really hardworking. They've got some technical background obviously and they're very customer-driven but they've been up over the years. They've been told that IT is a cost center. You guys spend too much. You're not responding fast enough, blah, blah, blah, blah. And it's been like a reawakening of renaissance of the IT professionals. So the people here are very excited about that. That's why when Fred Lutty walks through the party, he's surrounded by people, shaking his hand, slapping him on the back, thanking him. And I guess my observation is that while incident management and change management and problem management, all this boring but important stuff is the tip of the spear, there's some really exciting developments going on outside of that core IT operation. Yeah and as we heard from Doug from Sequoia, Fred was smart enough to know where he was strong and where he wasn't strong and he really seems to have a symbol to rock star team around him, both on the business side as well as the technical side, the services side, to build this company out. They've, you know, I just love the whole thing having spent those time at OpenStack and AWS and Shadow IT and people doing their own thing and how they're really arming the internal IT people to combat that. But even like with the new cloud provisioning application to bring what was happening outside of the control of IT back into the visibility in IT and embracing that component of an option for their customers to get stuff done. So let's break it down a little bit. Let's play a little analysis of the things that I think that observers should be watching in terms of the progress of service. Now I mean obviously the financials, the company grew 81% last quarter, they're guiding, you know, 60 plus percent. We had Mike Scarpeleon, CFO. And so, you know, of course watch the financials. I think, you know, they're going to meet or beat those expectations, you know, this quarter we'll see, you know, going forward there's a lot of things that might be outside their control, but let's watch the degree to which they can protect their turf, the IT service management turf, both protect it and continue to knock down the BMCs of the world, the HPs of the world, the legacy vendors that really from all accounts, everybody we're talking to, this platform is superior. So let's watch that. The operations management is very interesting. The whole cloud ops, we've had, we had service mesh on a couple of times in the last few shows, they're sort of going after that same space. This is a new territory for service now. They're in a way, certainly in the cat bird seat with their 1600 customers, but there's a lot of competition. A lot of people want to be that sort of cloud broker, that heterogeneous, you know, agnostic cloud broker. So let's see the degree to which they can leverage the tip of the spear and span out from there. And then also the business, whole business process management, the compliance, and also, you know, as a part of that, the metrics management, the business value piece. That's kind of a new layer. We saw some of the folks within the ecosystem that are actually building, you know, layers on top of service now, building applications to actually affect that. So that's the other thing I want to watch for, how well that service now can cultivate and grow its ecosystem. I think that's a critical metric and an observation point milestone, series of milestones for this company. And then finally, the whole notion of service now as a past player, as a platform, as a service player, the degree to which they can successfully get their customers to build new applications, and particularly mobile applications. We heard that theme that mobile is key in a way. I think service now is a little late to that mobile game, so now they got, I think they got to move fast. And I think if they do, they're going to reap a lot of rewards there. Jeff, what's your analysis and takeaways from these two and a half days? Yeah, it's just, it's a phenomenal story. It's really a fun story because of the personality of Fran, I think. And again, now there's new challenges as a public company. How are they going to grow? I like the ecosystem. I think when you talked about it, I like to watch the ecosystem and how that grows. I think that's a fundamental part of building a company today, both to get within your own culture, but also to get the extended culture and partners to build on. I think that's going to be good. Curious to see how they handle the growth. This is meteoric growth inside the company for the people and clearly the culture is a really big thing. How are they going to manage that? How are they going to keep the spirit that they've got with these folks and manage that growth? Those are probably the biggest. And then as you said, and I think we explored it a lot today with some of the customers is, what is the real ROI? Because we talked to the guy last night, he would like to replace a legacy system with some of this newer stuff, but the thing is old, paid for and depreciated. And so his ROI on keeping that system as it's defined right now is infinite, at least until the one or two guys that know how to operate it get hit by the bus. So I think, as you said, being able to better quantify the soft benefits and the ROI to expand the footprint from their basic entry point and grow inside their existing customers. All right, Jeff, well, listen, once again, it's been a pleasure. This is our second show together. We did the AWS summit a little smaller than this event, but it really was a pleasure working with you. It was fun, thank you, Dave. Looking forward to do more events with you guys. I want to thank the crew, Alex, Andrew, Anthony, guys did a great job this week. Really appreciate all your support, Kenny, who had to split to meet Mark Hopkins and do Google IO. The whole team that was down doing SAP Sapphire now, you know, great job. We'd love to do multiple events, theCUBE. We try to go to the events, bring you the best guests that we can find. Also thanks to Kristen Nicole, who runs the news desk and the editorial and Stu, appreciate your help back home as well, tweeting out. And so also thank you for watching. You're always a great audience. We appreciate the tweets. We appreciate the interaction. Go to siliconangle.com. You'll see all the news. You'll see the news from this event and other events. You'll see write-ups of the interviews that we did. Go to youtube.com slash siliconangle. And you will see all of our videos, all the playlists, and check out wikibon.org, free research, open source, peers helping peers, no paywalls, no firewalls. Really appreciate all your help and all your attention. Thanks for watching everybody. This is theCUBE. This is Dave Vellante with Jeff Frick. We owe one quick word. So we got a number of events upcoming. We've got an O'Reilly media event. Fluent is coming up in a week or so. We'll also be at IBM Edge. We'll be at HP Discover. That's in early June. So watch for those events. We'll be back out here in Las Vegas yet again. So thanks for watching everybody. This is Dave Vellante with Jeff Frick. Signing off for now. We'll see you next time. Thanks everybody.