 From Orlando, Florida, it's theCUBE. Covering ServiceNow, Knowledge 17. Brought to you by ServiceNow. We're back at Knowledge 17, Dave Vellante with Jeff Frick. Josh Gluck is here as the deputy CIO of Wild Cornell, Medical College in the Big Apple. Thanks for coming on theCUBE. Thanks very much for having me. Tell us about Wild Cornell. It's a collaboration with Sloane Kettering originally. Yeah, we're a three-part mission-oriented institution. Patient care being first, our physician organization delivers patient care in New York City. We're partnered with New York Presbyterian Hospital, Memorial Sloane Kettering Cancer Center, and also the hospital for special surgery. So let's get right into it. CIO, you're probably doing some of the CIO activities here this week. Love to hear about that, but let's get right into how you're using automation, how you're using the ServiceNow platform. Let's talk in the context of IT transformation. Yeah. So we've been a ServiceNow customer since 2012. We actually went live on 12, 12, 12. Everybody thought that was a joke, but it turned out to be the real go-live date. You know, and as the platforms matured and as our organizations matured, you know, we started focused on ITSM strictly. Over the last few years, though, we've found that, you know, our focus for ServiceNow should be the equivalent of building a 311 platform for the administrative departments. So we've onboarded folks in HR. We're doing case management now with ServiceNow. Obviously all the ITSM ITIL-based processes. We've worked with our Department of Environmental Health and Safety to help them with some of the regulatory compliance workflows that they need to have in place. We've also built out project and portfolio management in ServiceNow, and we've been doing it actually since the beginning. We worked with ServiceNow pretty intimately to build out those functions. And now we're actually at the point where the platform has surpassed what we custom-developed back in the early days. And we're really focused on understanding where we can unwrap some of those customizations to just go to the native portfolio. Yeah, I wanted to ask you about that. So that's not an uncommon story, and how complicated is it to unwrap that stuff? Because obviously you don't want the custom mods there if you don't have to have them. Yeah, well, you know, we spend, what, five, six years now focused on developing the platform to meet our needs, meet our process. You know, we're academics at heart, right? Being part of Cornell University. So I think we have a habit of sometimes overthinking solutions. So our customizations are pretty complex. We also, though, understand that it's a heavy lift for us to keep it up. And so we partner with ServiceNow. We've had them come in and help us do an evaluation of what really could be done with a slight change to our process, or even just direct support for our process straight out of the box. We're really excited about the stuff that's coming out in Jakarta. Okay, so it's fair to say, I mean, we've all been there. We have software development projects. Oh, geez, I wish I had done it differently. But when we talk to folks like you that are unwrapping, unraveling custom odds, there's no regrets. You got a lot of value out of it. Yeah, no. And you're moving forward, right? No, we definitely did the right thing at the right time. You know, we went through an evolution in the way that we did project and portfolio management internally at while Cornell. And you know, we're focused on some of the high-level problems, high-order problems today that some organizations may not get to, right? We're doing resource management, proactive scheduling. And you know, for us to get to the next level, the enhancements that are available in Jakarta around time carding and resource management are really going to help us, I think, not overthink the problem and come to some standard that the rest of the industry or other verticals are using and how they do their resource management. And Josh, the three-world-one concept is interesting. When did you go from, this is an ITSM tool that's going to be pretty cool, this is a platform that we can now take this kind of three-world-one approach and use that as kind of an overarching mission for that which we're trying to accomplish. I think the concept, I think when we first went into a partnership with ServiceNow, we knew that we wanted it to be more than just a replacement for heat, right? I've actually been with two different organizations, New York Presbyterian Hospital and while Cornell, who have come from other ITO platforms, ITSM platforms and moved to ServiceNow. I was a BMC remedy customer for a long time at New York Presbyterian. We were a heat customer at while Cornell prior to going to ServiceNow. So I think we were all familiar with the fact that it doesn't make sense to buy these point products to do all these different workflows. Let's buy a platform, ServiceNow represented that platform, even in its early stages. We knew that we wanted to do more with it. We had conversations about process users and I know you guys were talking a little bit before about changes to the license model that are happening. But we really wanted it to be something we could develop further. Our first project just happened to be, in both cases, we have an ITSM platform that isn't working, Rebini at MYP, Heat at while Cornell, let's get off of it and get on to ServiceNow. But I think we didn't start calling it the 3-1-1 until maybe a year or two ago. And it really started with case management. I think that was a big deal. It's a good little marketing, the CIO selling. Daniel Pink, how large of an organization? Is IT or while Cornell itself? We're between, we're about 5,000 and change. Okay, so not enormous. But the reason for the question is that, what point does it make sense to bring in a ServiceNow? Our little 50-person company, we try and, but it's still not there yet. But is it size of company? Is it size of problem? What is your advice there? You know, I think it's actually a good idea for most mid-level companies to talk to ServiceNow. And I think there's even a play for some small business. It depends on what you want to get out of the tool. Right, I mean, if you're going to use it as just a simple incident response system, which isn't really the value that ServiceNow provides, you know, it might be a hard sell. But because it's a hosted system, because there is such a wealth of partners in the community now, and such a following for ServiceNow, I don't know, if you were a 10-person organization and you were customer-focused and you wanted to use it to do, you know, a couple of different business processes, it could actually make sense for you. Josh, really tight schedule today. We'll give you the last word on Knowledge 17, some of the things that have excited you. What's the bumper sticker on Case 17 for you? I think the keynotes have been great. I think you guys at the queue have been doing a great job. Thank you very much. I appreciate that. You know, getting people up here and asking them tough questions and stuff. I appreciate you going easy on me. Thank you. But it's been great. It's been a really good show. Deal, all right, we'll come back again and we'll really go at it. Sounds good. Thanks very much, Josh. Appreciate your time. All right, keep it right there. Everybody will be back with our next guest right after this short break.