Meeting Title: Brainforge Partnership Strategy Sync Date: 2026-01-08 Meeting participants: Holly Condos, Luke Scorziell, Luke’s Notetaker
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1 00:00:34.190 ⇒ 00:00:35.310 Holly Condos: Hey!
2 00:00:35.310 ⇒ 00:00:36.760 Luke Scorziell: Hey, Holly, how’s it going?
3 00:00:37.200 ⇒ 00:00:38.399 Holly Condos: Good, how are you?
4 00:00:38.620 ⇒ 00:00:39.510 Luke Scorziell: Good.
5 00:00:40.060 ⇒ 00:00:41.149 Holly Condos: Are you swamped?
6 00:00:42.300 ⇒ 00:00:47.969 Luke Scorziell: Not… In a good way? Yeah, not, not, nothing too crazy yet.
7 00:00:48.160 ⇒ 00:00:49.940 Luke Scorziell: Just, a lot of, like.
8 00:00:50.530 ⇒ 00:00:53.680 Luke Scorziell: Ramping things up and getting the,
9 00:00:54.940 ⇒ 00:00:59.819 Luke Scorziell: it’s, like, kind of taking as much as I can, I guess, off of everyone’s plate, and then…
10 00:00:59.820 ⇒ 00:01:00.550 Holly Condos: Yes.
11 00:01:00.720 ⇒ 00:01:08.269 Luke Scorziell: Yes. And then also doing the strategic side of, lending content and… Yeah, how we’re gonna start.
12 00:01:08.500 ⇒ 00:01:11.079 Luke Scorziell: Reaching… reaching people this year, so… so it’s been…
13 00:01:11.080 ⇒ 00:01:18.769 Holly Condos: No, it’s exciting. It’s really exciting. I’m glad you’re aboard. So… I… couple things.
14 00:01:19.880 ⇒ 00:01:23.380 Holly Condos: So, I understand you were a journalist first?
15 00:01:25.490 ⇒ 00:01:26.999 Holly Condos: That’s what Utam said.
16 00:01:27.260 ⇒ 00:01:30.130 Luke Scorziell: Oh, yes, yeah, I was at… so I…
17 00:01:31.000 ⇒ 00:01:35.400 Luke Scorziell: Well, I’ve been, like, kind of, I guess, an entrepreneurial storyteller is probably the, like.
18 00:01:35.730 ⇒ 00:01:37.559 Luke Scorziell: Best way of putting it, I.
19 00:01:37.560 ⇒ 00:01:38.790 Holly Condos: That’s cool.
20 00:01:38.790 ⇒ 00:01:45.480 Luke Scorziell: I had a podcast that I did for, like, 4 or 5 years in high school and college, where I just…
21 00:01:45.680 ⇒ 00:01:48.310 Luke Scorziell: interviewed people that I found interesting, and .
22 00:01:48.310 ⇒ 00:01:48.930 Holly Condos: Yeah.
23 00:01:49.880 ⇒ 00:01:54.390 Luke Scorziell: A lot of it ended up being, like, entrepreneurship and government and policy, and that was kind of when…
24 00:01:55.820 ⇒ 00:01:56.535 Luke Scorziell: Oh.
25 00:01:58.200 ⇒ 00:02:00.589 Luke Scorziell: Alright, let me get a drink of water.
26 00:02:00.590 ⇒ 00:02:01.589 Holly Condos: Are you okay?
27 00:02:01.780 ⇒ 00:02:03.069 Luke Scorziell: Yeah, I just had a…
28 00:02:09.850 ⇒ 00:02:10.810 Luke Scorziell: The quiet.
29 00:02:12.080 ⇒ 00:02:12.950 Luke Scorziell: Morning.
30 00:02:13.110 ⇒ 00:02:15.649 Luke Scorziell: I took a medication, and I think it didn’t go down.
31 00:02:15.890 ⇒ 00:02:16.860 Holly Condos: Oh, yikes.
32 00:02:16.860 ⇒ 00:02:17.790 Luke Scorziell: water, so it.
33 00:02:17.790 ⇒ 00:02:18.960 Holly Condos: Are you okay now?
34 00:02:19.490 ⇒ 00:02:21.419 Luke Scorziell: Yeah.
35 00:02:21.460 ⇒ 00:02:31.289 Holly Condos: Yeah, I saw, I saw one of your… since we connected on LinkedIn, I saw one of your interviews recently. I forget who it was, but…
36 00:02:31.870 ⇒ 00:02:32.260 Luke Scorziell: Oh.
37 00:02:32.260 ⇒ 00:02:33.250 Holly Condos: recent.
38 00:02:34.030 ⇒ 00:02:36.960 Luke Scorziell: Yeah, literally, I think I just posted something yesterday with,
39 00:02:37.700 ⇒ 00:02:40.340 Luke Scorziell: I had it all scheduled out, because I get kind of…
40 00:02:40.620 ⇒ 00:02:42.810 Luke Scorziell: It was with a guy named Elon Miller.
41 00:02:43.480 ⇒ 00:02:44.730 Holly Condos: I think that’s right, yeah.
42 00:02:44.730 ⇒ 00:02:46.400 Luke Scorziell: Yeah, he’s really…
43 00:02:46.400 ⇒ 00:02:48.400 Holly Condos: Are you still doing the podcast?
44 00:02:49.640 ⇒ 00:02:59.300 Luke Scorziell: Yeah, so I have the, like… I guess, podcast going on…
45 00:03:01.010 ⇒ 00:03:06.810 Luke Scorziell: So I have… I had that original podcast, and then I just launched this one last year. Okay.
46 00:03:07.450 ⇒ 00:03:09.490 Luke Scorziell: And then I’m kind of trying to get it, like.
47 00:03:09.730 ⇒ 00:03:16.749 Luke Scorziell: up and going again, and it’s just something I like to do. I think it’s fun, like, I enjoy it, it kind of keeps me connected.
48 00:03:16.750 ⇒ 00:03:19.469 Holly Condos: Yeah, I think it’s great. I think it’s good.
49 00:03:19.470 ⇒ 00:03:26.380 Luke Scorziell: And keeps me thinking and stuff, so… yeah, what about you? How’s… where did… where’s your career taken you?
50 00:03:27.160 ⇒ 00:03:34.650 Holly Condos: Well, so I originally wanted to be a reporter, slash journalist.
51 00:03:34.900 ⇒ 00:03:38.840 Holly Condos: So I,
52 00:03:39.370 ⇒ 00:03:47.320 Holly Condos: I mean, I’m much older than all of you, but when I was in college, I was on the school newspaper, right, because we didn’t have the internet yet.
53 00:03:47.320 ⇒ 00:03:47.829 Luke Scorziell: Huh.
54 00:03:47.830 ⇒ 00:03:53.780 Holly Condos: And, so I did a lot of writing and copy and paste up.
55 00:03:53.930 ⇒ 00:04:05.680 Holly Condos: I had a bunch of internships, I wrote for the… I’m from Colorado, so I wrote for the Denver Post, I wrote for some smaller, you know, like, suburb papers.
56 00:04:05.770 ⇒ 00:04:13.480 Luke Scorziell: I got a job… well, I had an interview and offer with a little paper in Aspen, Colorado.
57 00:04:13.810 ⇒ 00:04:14.400 Luke Scorziell: Cool.
58 00:04:14.400 ⇒ 00:04:27.439 Holly Condos: And, I did not take it because it was $18,000 a year doing not only, you know, writing, copy-paste stuff, but getting ads, and my father was like, you’re not going to be able to survive.
59 00:04:27.440 ⇒ 00:04:38.310 Holly Condos: So, I also was interested in politics. I wanted to go to law school. I was an English major, so, you know, I did writing… writing is my…
60 00:04:38.310 ⇒ 00:04:49.189 Holly Condos: best skill, I guess. Yeah. I ended up working for the government for a while, and then, Social Security, which was hell.
61 00:04:50.570 ⇒ 00:04:55.390 Holly Condos: And then I got a great job with a white-collar criminal defense firm.
62 00:04:55.670 ⇒ 00:05:02.900 Holly Condos: And I was a paralegal, so I did paralegal work for, I don’t know, probably 10 years?
63 00:05:03.150 ⇒ 00:05:11.920 Holly Condos: And I started going to law school, and then I got pregnant with my first child unexpectedly. My mother passed away, right? Like, just life events.
64 00:05:11.920 ⇒ 00:05:14.160 Luke Scorziell: Yeah. And.
65 00:05:14.160 ⇒ 00:05:31.229 Holly Condos: some of my colleagues were like, look, you know, if you want to litigate, you need a nanny, because you’re going to be in court all the time, and I was just like, okay, I don’t want to do… I don’t want to give up being a mom. So I basically went the corporate route.
66 00:05:31.230 ⇒ 00:05:35.310 Holly Condos: And I did a lot of, like, corporate paralegal work.
67 00:05:35.430 ⇒ 00:05:45.040 Holly Condos: And then in about 2000, I got into tech. So, I worked for the general counsel of a company in London for 3 years.
68 00:05:46.630 ⇒ 00:05:58.159 Holly Condos: And then, when we came back to California, I actually worked for a defense contractor doing government work for 10 years.
69 00:05:58.160 ⇒ 00:05:59.019 Luke Scorziell: Oh, wow, okay.
70 00:05:59.020 ⇒ 00:06:06.710 Holly Condos: And that was kind of interesting, because the whole, you know, federal acquisition regulation world is much different than commercial.
71 00:06:06.710 ⇒ 00:06:08.380 Luke Scorziell: Yeah, I imagine.
72 00:06:08.380 ⇒ 00:06:23.630 Holly Condos: as you probably know, if you’re into policy. And then, you know, about… I think I started my company in 2018, so what’s that? 8 years ago? I was just like, I can do this, right? Like, I don’t.
73 00:06:23.630 ⇒ 00:06:24.040 Luke Scorziell: Yeah.
74 00:06:24.040 ⇒ 00:06:40.269 Holly Condos: I don’t need to be working for the man. So, I basically help startup and SMBs with various things, right? Operations, contracts management, partner management.
75 00:06:40.480 ⇒ 00:06:42.090 Holly Condos: strategy…
76 00:06:42.300 ⇒ 00:06:52.229 Holly Condos: I’ve done a fair amount of marketing, but it’s not really, you know, I don’t want to only do that, so I guess for you, and for Hannah.
77 00:06:52.370 ⇒ 00:06:57.039 Holly Condos: Which I’ve talked to Utam about, so I do have his green light, but…
78 00:06:57.230 ⇒ 00:07:02.050 Holly Condos: I have… as far as the partnership stuff for Brainforge goes.
79 00:07:02.310 ⇒ 00:07:21.489 Holly Condos: I’m gonna start pulling you in more on things, understanding that it may not be your first priority, right? So, whatever Robert and Utam have laid out for you, obviously, is your first thing. But, to the extent, like, the Talisma deck that I sent earlier this morning.
80 00:07:21.630 ⇒ 00:07:36.700 Holly Condos: I would love for you to weigh in on it, right? Because we want to do an event, and we want to promote, and do a couple campaigns later in the year. I think that we’re going to get some nice traction there. And I think it also will help you
81 00:07:36.850 ⇒ 00:07:42.299 Holly Condos: And I’m happy to be a resource for you on, like, what is a startup, or what is a data lake.
82 00:07:42.470 ⇒ 00:07:50.839 Holly Condos: Just because… because you and I are coming from the non-engineering side, right? Yeah. So, happy to help there, just…
83 00:07:50.980 ⇒ 00:08:00.750 Holly Condos: ping me whenever, but I think that these will also kind of help you see what we’re doing with partners, how we’re interacting, you know.
84 00:08:00.750 ⇒ 00:08:01.190 Luke Scorziell: Yeah.
85 00:08:01.190 ⇒ 00:08:06.900 Holly Condos: Trying to… trying to gain both sides of… of the capabilities house.
86 00:08:07.010 ⇒ 00:08:18.659 Holly Condos: But in the context of that, so, I’m gonna be reaching out to my network, which you can imagine is big, and that’s why I asked
87 00:08:19.140 ⇒ 00:08:36.299 Holly Condos: I think last week about, oh, did we have a one-pager I can go out with? And yeah, you know, I’ve looked at the market and collateral, I think you’ve updated some of it. I was just looking for a, hey, you know, I’m working with this company, blah blah blah, and I’m good there. I don’t need anything else, but… Yeah.
88 00:08:36.440 ⇒ 00:08:54.960 Holly Condos: But please, you know, let me know as you… and I’m sure because we’re so connected, I’ll see it, but I’m interested in, like, updates that you make, or ideas that you have. I’m also gonna throw you ideas, especially from what I hear on the ground in my network, but also with these partners that we’re trying to, you know.
89 00:08:54.960 ⇒ 00:08:55.280 Luke Scorziell: Yeah.
90 00:08:55.280 ⇒ 00:08:56.790 Holly Condos: the relationships with.
91 00:08:58.420 ⇒ 00:09:10.149 Holly Condos: I’m always happy to help with, you know, an extra eye, like, what do you think about this? Hannah and I have worked really well together so far. I don’t know, I think you’ve talked with her, right?
92 00:09:10.150 ⇒ 00:09:10.960 Luke Scorziell: Yeah, yeah.
93 00:09:10.960 ⇒ 00:09:12.170 Holly Condos: She’s great.
94 00:09:12.520 ⇒ 00:09:14.820 Holly Condos: And…
95 00:09:14.820 ⇒ 00:09:21.319 Luke Scorziell: Yeah, we got to… we just had a call, because we’ve been working on this… a new deck. It’s kind of my, like, first…
96 00:09:21.580 ⇒ 00:09:28.290 Luke Scorziell: Getting thrown into the… the deep end of just, like, figuring out how to explain one of these services, too.
97 00:09:28.340 ⇒ 00:09:28.820 Holly Condos: Yeah.
98 00:09:29.130 ⇒ 00:09:31.570 Holly Condos: Yeah, the service offerings are…
99 00:09:32.030 ⇒ 00:09:54.830 Holly Condos: I think they’re super cool, and they’re differentiating, but they’re also not simple, especially if you’re trying to get your head around, like, what does this actually mean? What are we actually doing? But Hannah’s great. She’ll… she can also help you understand things. Anyway, so Hannah and I have worked really well together so far on some content before you came.
100 00:09:54.830 ⇒ 00:09:58.519 Holly Condos: And… and Ryan also, I’m sure you’ve…
101 00:09:58.520 ⇒ 00:10:03.590 Holly Condos: been meeting with him. So, I just want you to know my…
102 00:10:04.170 ⇒ 00:10:17.399 Holly Condos: I tend to, like, try to go all over the place, but I’m trying to focus just in the partnership lane. But with that, there are a lot of assets that I think are valuable that you are managing.
103 00:10:17.920 ⇒ 00:10:21.759 Holly Condos: So, I… I want to throw you thoughts, ideas.
104 00:10:22.100 ⇒ 00:10:24.749 Holly Condos: And help you however you need.
105 00:10:25.430 ⇒ 00:10:39.690 Luke Scorziell: Yeah, no, thank you, I appreciate that. And… Yeah, I think, like, so, right… right now, the…
106 00:10:40.380 ⇒ 00:10:45.619 Luke Scorziell: So, backing up a little bit, I guess, I can give you a little bit more context on me.
107 00:10:46.910 ⇒ 00:10:53.280 Luke Scorziell: So I work… was in a corporate job doing investment research for private equity firms.
108 00:10:53.280 ⇒ 00:10:53.720 Holly Condos: Okay.
109 00:10:53.720 ⇒ 00:11:02.099 Luke Scorziell: Prior to… Well, it’s that… I’m coming up on my two-year anniversary of quitting. But,
110 00:11:02.360 ⇒ 00:11:11.749 Luke Scorziell: So I was there for about a year and a half, and that was right after college, learned a lot, kind of did a variety of different,
111 00:11:13.010 ⇒ 00:11:16.579 Luke Scorziell: like, due diligence processes, learned, so I’m…
112 00:11:16.950 ⇒ 00:11:22.540 Luke Scorziell: Familiar enough with, like, the value chain, at least, of, of…
113 00:11:22.820 ⇒ 00:11:28.400 Luke Scorziell: like, how some of these, implementation partners, like, I guess we’re an implementation.
114 00:11:28.740 ⇒ 00:11:31.130 Luke Scorziell: Center for, like, Snowflake and some of these.
115 00:11:31.130 ⇒ 00:11:31.520 Holly Condos: Right.
116 00:11:31.520 ⇒ 00:11:32.670 Luke Scorziell: softwares,
117 00:11:33.350 ⇒ 00:11:40.469 Luke Scorziell: And… so anyway, so that was a good experience that I got, but then after that, when I left, I…
118 00:11:40.920 ⇒ 00:11:44.149 Luke Scorziell: just kind of knew I wanted to do the storytelling, and…
119 00:11:44.960 ⇒ 00:11:47.940 Luke Scorziell: Learn about brand strategy, which,
120 00:11:48.520 ⇒ 00:11:58.139 Luke Scorziell: was… is kind of the, like, wheelhouse that I would say I’m, like, long-term looking, and probably that’s the kind of work that I would gravitate more toward, which is, like.
121 00:11:59.500 ⇒ 00:12:13.300 Luke Scorziell: like, how do we start positioning the company overall? Right. Through, like, employee channels, partner channels, direct-to-cust, like, the B2B channels, and,
122 00:12:13.780 ⇒ 00:12:28.739 Luke Scorziell: And then what, yeah, kind of what assets and whatnot do we need? So I’ve done, like, since then, that was about 2 years ago, I kind of, like, have done all of the different, like, rungs of marketing, doing, like, ad campaigns, social, organic,
123 00:12:29.200 ⇒ 00:12:41.619 Luke Scorziell: And, like, just I’ve helped, like, a bunch of different, like, smaller companies kind of do different things, but I think the place that I kind of go back to is, I like kind of the, like, bigger picture strategy, which,
124 00:12:42.900 ⇒ 00:12:50.190 Luke Scorziell: So, all that to say, I think, yeah, like, definitely me knowing what you’re working on, and knowing what’s, like, important to.
125 00:12:50.350 ⇒ 00:12:54.210 Holly Condos: on the partnership side, I think would help… will be really helpful.
126 00:12:54.210 ⇒ 00:12:56.360 Luke Scorziell: Okay. And then…
127 00:12:56.900 ⇒ 00:13:05.999 Luke Scorziell: Yeah, I think, like, I just got off of a call with Robert, too, and I know he’s, like, the Snowflake partnership seems to be, like, a big priority.
128 00:13:06.000 ⇒ 00:13:10.749 Holly Condos: It is, it is, but I’ll tell you, sorry to interrupt, but I’ll tell you that,
129 00:13:11.260 ⇒ 00:13:14.739 Holly Condos: So, are you familiar with the term hyperscaler?
130 00:13:15.910 ⇒ 00:13:19.370 Luke Scorziell: A little. I’ve heard of it, but I’m not, like…
131 00:13:19.370 ⇒ 00:13:27.320 Holly Condos: So basically, there’s an ecosystem of very large or large companies
132 00:13:27.530 ⇒ 00:13:37.219 Holly Condos: And their goal… and they typically have a product, right? Like Snowflake, AWS, Google, Microsoft, those are all hyperscalers, right?
133 00:13:37.220 ⇒ 00:13:37.810 Luke Scorziell: Yeah.
134 00:13:37.810 ⇒ 00:13:46.869 Holly Condos: So they’ve got products, services, and one of their major top 3 goals, obviously, is to…
135 00:13:46.980 ⇒ 00:13:49.950 Holly Condos: To sell as much as they can.
136 00:13:50.220 ⇒ 00:14:03.940 Holly Condos: Whether that’s direct, in a channel, through partners, referral, right, resale, whatever it is, they want to obviously generate as much revenue in all those areas as they can.
137 00:14:04.070 ⇒ 00:14:15.059 Holly Condos: But they also, characteristically, are similar, and that is that they, especially Snowflake, have a lot of churn in their sales.
138 00:14:15.370 ⇒ 00:14:22.050 Holly Condos: a representation, if you will. So, we might be dealing with one sales rep
139 00:14:22.300 ⇒ 00:14:34.160 Holly Condos: in November, and now she’s been replaced, right, already. Like, Utam and I just had this the other day, we were on a call, because we… we registered some deals in the…
140 00:14:34.160 ⇒ 00:14:45.490 Holly Condos: maybe I’m… stop me if I’m saying something you don’t get, but basically, each of the hyperscalers have a partner program, right? So, we as partner then…
141 00:14:45.490 ⇒ 00:14:58.459 Holly Condos: have certain requirements that we have to fulfill to maintain our partnership. And one of those, again, a characteristic of these is that you have to register deals
142 00:14:58.800 ⇒ 00:15:09.330 Holly Condos: Right? So we… especially in Snowflake, what we’re doing is… is saying, hey, customer, we understand your network is…
143 00:15:09.970 ⇒ 00:15:11.710 Holly Condos: Of this health…
144 00:15:11.900 ⇒ 00:15:27.759 Holly Condos: Currently, and we recommend that not only can we bring this AI tool to help automate your financials, but we see that you using Snowflake would also be beneficial, right? So, we’re recommending that sort of integration.
145 00:15:28.460 ⇒ 00:15:40.329 Holly Condos: But we want to get credit as a partner for bringing that deal, right, to Snowflake. So we have to register in the partner portal this deal, okay? Are you with me?
146 00:15:40.330 ⇒ 00:15:41.690 Luke Scorziell: Yeah, yeah.
147 00:15:41.900 ⇒ 00:15:52.900 Holly Condos: I mean, it’s fairly administrative, but it’s also, you know, it gets us visibility. So, what’s happened in Q4, we registered, like, 4 or 5 deals in the portal, right?
148 00:15:53.680 ⇒ 00:16:01.019 Holly Condos: And that got the eyes of, like, the head of sales for, I think she’s Southwest.
149 00:16:01.150 ⇒ 00:16:13.179 Holly Condos: And then she said, oh, you know, this is the rep for Insomnia, this is the rep for, for Element, right? And so we’ve been meeting with those people.
150 00:16:13.180 ⇒ 00:16:27.500 Holly Condos: The problem is, like I said, there’s not a lot of consistency, and so the challenge… yes, Snowflake is… would be a great feather in our cap, right? It would be amazing. It would, like, make tons of revenue for us.
151 00:16:27.500 ⇒ 00:16:47.300 Holly Condos: The challenge is getting ourselves situated in the pipeline, if you will, and organized with the field sales reps to the degree that when they’re meeting with their customers, a bell or a light goes on in their head, hey.
152 00:16:47.560 ⇒ 00:17:01.260 Holly Condos: Brainforge can help with this particular aspect of what the customer is talking about, right? So that’s our goal right now, is to plant in the brains of these reps
153 00:17:01.440 ⇒ 00:17:04.500 Holly Condos: what BrainForge does, what we bring.
154 00:17:05.150 ⇒ 00:17:05.630 Holly Condos: I don’t
155 00:17:05.970 ⇒ 00:17:22.420 Holly Condos: Hannah talked with you yet? I mean, maybe this is something we want to do, but… so, I think in November, we put together two decks. Like, we have the partner deck that we use when we’re exploring a relationship with a new partner.
156 00:17:22.630 ⇒ 00:17:23.150 Luke Scorziell: Bye.
157 00:17:23.150 ⇒ 00:17:30.210 Holly Condos: So we did that one, but then we also created, and I think Hannah dusted off recently, maybe this week.
158 00:17:30.390 ⇒ 00:17:42.870 Holly Condos: A very specific snowflake-oriented deck that we want to give to the field salespeople that they can use in conversations with customers.
159 00:17:44.450 ⇒ 00:17:51.870 Holly Condos: I don’t know if she’s had you look at that, but that… that is… that’s in play, so you probably want to weigh in on that deck.
160 00:17:53.070 ⇒ 00:17:57.660 Holly Condos: I’ll mention it to her. She and I talk every day, so I’ll mention it to her to bring you in on that.
161 00:17:58.490 ⇒ 00:18:00.090 Luke Scorziell: Okay.
162 00:18:01.130 ⇒ 00:18:07.899 Holly Condos: But yeah, so… When you’re describing to partners, like, what it is that Brainforge does, what do you say? Or, like, what is the…
163 00:18:08.440 ⇒ 00:18:09.909 Luke Scorziell: Do we have, like, a line?
164 00:18:10.300 ⇒ 00:18:11.079 Luke Scorziell: Or how do we…
165 00:18:11.080 ⇒ 00:18:15.500 Holly Condos: We have a whole deck, which… okay, you haven’t seen that yet?
166 00:18:15.590 ⇒ 00:18:21.929 Luke Scorziell: But I guess, do you have, like, a… do we have, like, a… or what would you say in your own words, I guess?
167 00:18:22.630 ⇒ 00:18:29.580 Holly Condos: We… hmm… I, I did, I did add some things, and, and…
168 00:18:29.710 ⇒ 00:18:36.920 Holly Condos: I can’t say right off the bat, but, without looking at it again. But basically, Brainforge
169 00:18:38.030 ⇒ 00:18:47.519 Holly Condos: brings, clarity to the chaos with regard to AI tooling or automation of processes.
170 00:18:49.020 ⇒ 00:18:57.220 Holly Condos: I mean, we’re not necessarily saying that in that way with partners. What we’re doing with partners is trying to find
171 00:18:57.330 ⇒ 00:19:09.620 Holly Condos: some synergies, right? So, with Snowflake, it’s different… the synergy is different than the synergy is with TLISMA, say, or with Contextual.
172 00:19:09.970 ⇒ 00:19:28.099 Holly Condos: Right? Or even with Omni. I mean, the synergies are slightly different. So, we’re looking at, okay, this is our ICP, what’s yours? Right? Is there some overlap? Is there some integration? Is there some complementary service orientation that we can do?
173 00:19:28.510 ⇒ 00:19:31.490 Holly Condos: And that latter piece is…
174 00:19:32.140 ⇒ 00:19:39.269 Holly Condos: to Lisma, right? Like, they… they have a product, and we can help automate it.
175 00:19:39.890 ⇒ 00:19:41.819 Holly Condos: Contextual is similar.
176 00:19:43.890 ⇒ 00:19:45.089 Holly Condos: Does that help?
177 00:19:45.090 ⇒ 00:19:45.930 Luke Scorziell: Yeah.
178 00:19:46.150 ⇒ 00:19:47.130 Luke Scorziell: Yeah.
179 00:19:47.270 ⇒ 00:19:48.619 Luke Scorziell: Well, it’s just interesting, I mean…
180 00:19:48.620 ⇒ 00:20:02.400 Holly Condos: It would be helpful for you to see our partner deck, and maybe, you know, again, see, I think this is where you’re working on content, you’re working on messaging, and I want the partner trail to be consistent with that, right?
181 00:20:02.990 ⇒ 00:20:03.860 Luke Scorziell: Yeah, yeah.
182 00:20:03.860 ⇒ 00:20:04.220 Holly Condos: Right?
183 00:20:04.220 ⇒ 00:20:06.170 Luke Scorziell: I mean, I guess, like, what we’ve…
184 00:20:06.730 ⇒ 00:20:10.459 Luke Scorziell: Or, I mean, this is kind of a preliminary thesis, but I’ve started to kind of…
185 00:20:11.160 ⇒ 00:20:12.949 Luke Scorziell: Try to have it get weaved in.
186 00:20:13.290 ⇒ 00:20:18.370 Luke Scorziell: It’s just that we help, at least… and this is more oriented towards the…
187 00:20:18.630 ⇒ 00:20:25.750 Luke Scorziell: Enterprise level, or the stakeholders within, but, like, we’re helping them make Faster, more confident decisions.
188 00:20:25.900 ⇒ 00:20:28.729 Luke Scorziell: So we’re giving them more confidence.
189 00:20:28.930 ⇒ 00:20:30.240 Holly Condos: Yeah, that’s good.
190 00:20:30.240 ⇒ 00:20:35.009 Luke Scorziell: And so… so that’s kind of been on… on that end, but I would be interested to kind of think about, like.
191 00:20:37.620 ⇒ 00:20:39.380 Luke Scorziell: Yeah, I don’t know,
192 00:20:39.530 ⇒ 00:20:43.280 Luke Scorziell: How that would work on the partner side, because there’s probably different pain points that the,
193 00:20:43.690 ⇒ 00:20:46.379 Luke Scorziell: sales reps, I would imagine, experience for.
194 00:20:46.380 ⇒ 00:20:57.550 Holly Condos: Right, and it’s definitely slightly different, right, than focusing on the enterprise C-level, or even, you know, the stakeholder world.
195 00:20:57.730 ⇒ 00:20:58.160 Luke Scorziell: Yeah.
196 00:20:58.160 ⇒ 00:21:06.149 Holly Condos: And even within that partner ecosystem of the partners that we’re developing, it’s also different. So, like I said, Snowflake.
197 00:21:06.360 ⇒ 00:21:25.720 Holly Condos: is a hyperscaler, right? They’re a big gun, they move fast, I mean, we move fast too, but by that I mean they don’t have a lot of consistency in their resource availability, right? So we are constantly having to, like, re-explain who we are.
198 00:21:26.190 ⇒ 00:21:26.540 Luke Scorziell: Yeah.
199 00:21:26.540 ⇒ 00:21:35.120 Holly Condos: and push ourselves forward. And this is typical. It’s not Snowflake-centric, right? It’s typical. AWS is the same way.
200 00:21:35.340 ⇒ 00:21:38.909 Holly Condos: Google is the same way. You’re constantly, as a partner.
201 00:21:39.410 ⇒ 00:21:55.669 Holly Condos: having to remind them who you are, and what you’re about, and what you do, and… and work around the, what have you… what deal have you brought me? Why should I pay attention to you unless you have a deal for me? Because that really is usually the attitude, right?
202 00:21:55.670 ⇒ 00:22:01.790 Holly Condos: Oh, it’s great what you do, Brainforge. That’s a pretty shiny object, but what deals have you brought me?
203 00:22:02.220 ⇒ 00:22:04.400 Holly Condos: Right? That’s very typical.
204 00:22:05.230 ⇒ 00:22:05.980 Luke Scorziell: Yeah.
205 00:22:07.020 ⇒ 00:22:26.910 Holly Condos: But… but somebody like Telisma is a smaller player, right? And they… they actually… I mentioned you today in our call, so I might have to pull you in on one of the calls just so you can meet them, but… Yeah. They’re much more personable, they’re much more,
206 00:22:27.290 ⇒ 00:22:29.250 Holly Condos: feel oriented.
207 00:22:29.680 ⇒ 00:22:30.240 Luke Scorziell: Huh.
208 00:22:30.880 ⇒ 00:22:39.480 Holly Condos: And so in the ecosystem, even for Brainforge, there’s a lot of depth and layering of the partners.
209 00:22:39.750 ⇒ 00:22:40.340 Luke Scorziell: Yeah.
210 00:22:40.470 ⇒ 00:22:44.189 Holly Condos: Which, which then, which then suggest, or, or…
211 00:22:44.820 ⇒ 00:22:49.839 Holly Condos: Requires a different set of messaging or tweaking of our message, if you will.
212 00:22:50.070 ⇒ 00:22:50.900 Luke Scorziell: Huh.
213 00:22:51.110 ⇒ 00:22:51.940 Luke Scorziell: Yeah.
214 00:22:52.460 ⇒ 00:22:56.369 Luke Scorziell: No, that’s interesting. So, within the partners, there’s,
215 00:22:58.160 ⇒ 00:23:04.070 Luke Scorziell: Who are we talking to within the partners? Or, like, what are the different audiences there?
216 00:23:05.130 ⇒ 00:23:14.880 Holly Condos: Okay, so Snowflake, we kind of talked about. Robert, I think, or Utam, had registered us some time ago.
217 00:23:14.960 ⇒ 00:23:32.000 Holly Condos: Maybe a year ago, but then, you know, like most small companies, Utam and Robert didn’t really have time to focus on developing the relationship. That’s part of why I’m here, right? So we resurrected the partnership, probably in October.
218 00:23:32.320 ⇒ 00:23:36.980 Holly Condos: And we registered the deals, that got some eyes.
219 00:23:39.500 ⇒ 00:23:49.129 Holly Condos: We… we do have a little bit of leverage with one of the reps for Omnia… Sorry, Insomnia Cookies. She wants to… to do a joint event.
220 00:23:49.560 ⇒ 00:24:06.350 Holly Condos: So I think that’s probably going to be our next push, is an event with them where we talk about how we can integrate or lay over, supplement, complement Snowflake’s products, right? I think that’s our next big push.
221 00:24:06.670 ⇒ 00:24:14.430 Holly Condos: Kalisma, We have… so that’s the deck I sent you with the joint capabilities.
222 00:24:14.850 ⇒ 00:24:24.000 Holly Condos: They are focused… their customers are, higher ed, like, universities and colleges.
223 00:24:24.510 ⇒ 00:24:29.499 Holly Condos: And they have some medical or health…
224 00:24:29.770 ⇒ 00:24:35.609 Holly Condos: and some finance. We’re currently focusing on the higher ed side.
225 00:24:35.730 ⇒ 00:24:39.229 Holly Condos: We put together an outline of how to approach that.
226 00:24:39.540 ⇒ 00:24:45.309 Holly Condos: Brainforge, as you know, doesn’t have a big push on higher ed, right, yet.
227 00:24:45.990 ⇒ 00:24:46.740 Luke Scorziell: Yeah.
228 00:24:47.210 ⇒ 00:24:52.629 Holly Condos: But our… our thought is, okay, let’s get, you know, 5 or 6
229 00:24:52.900 ⇒ 00:25:03.669 Holly Condos: Cros, or… they’re not really… they’re not really called that at a university. They’re more like the revenue person, but they’re not necessarily in the typical C-suite.
230 00:25:03.810 ⇒ 00:25:05.799 Luke Scorziell: Lingo, if you will.
231 00:25:05.850 ⇒ 00:25:19.979 Holly Condos: So we want to get, you know, some people who make decisions about IT, and people who make decisions about, alright, how do we… do you need to go? Oh, I need to go, too. How do we automate
232 00:25:20.340 ⇒ 00:25:25.369 Holly Condos: Our current environment from a software perspective, from a… right?
233 00:25:25.720 ⇒ 00:25:26.500 Luke Scorziell: Wait, what?
234 00:25:26.810 ⇒ 00:25:34.329 Luke Scorziell: Like, are we… I guess I’m kind of, like, I’m curious with the… inside the partners, is it,
235 00:25:35.400 ⇒ 00:25:37.270 Luke Scorziell: So there’s, like, the sales rep.
236 00:25:37.380 ⇒ 00:25:40.320 Luke Scorziell: Like, how do the… so if we’re trying to get a new car…
237 00:25:40.320 ⇒ 00:25:41.899 Holly Condos: You’re asking, yeah.
238 00:25:41.900 ⇒ 00:25:46.140 Luke Scorziell: Or, like, how do we speak to the person within the partner, I guess?
239 00:25:46.140 ⇒ 00:25:51.299 Holly Condos: It depends on who it is, and would you like that sort of mapping? I can put that together, because it’s…
240 00:25:51.300 ⇒ 00:25:51.970 Luke Scorziell: Yeah.
241 00:25:52.730 ⇒ 00:25:59.770 Luke Scorziell: Yeah, that would actually… that would be really interesting, because I think part of the content that… and maybe LinkedIn is not going to be the best, but just as we, like.
242 00:26:00.580 ⇒ 00:26:06.210 Luke Scorziell: I think, as I’m thinking about the broader strategy, like, partnerships is definitely a key pillar.
243 00:26:06.210 ⇒ 00:26:09.550 Holly Condos: Yeah. That we want to be able to speak to as, like, an audience.
244 00:26:09.550 ⇒ 00:26:10.320 Luke Scorziell: Yeah.
245 00:26:10.320 ⇒ 00:26:20.470 Holly Condos: Agreed. Yeah, let me put something together for you, because the answer for Snowflake is very different than the answer for Telisma, or Contextual, or MixedPanel.
246 00:26:20.610 ⇒ 00:26:22.919 Luke Scorziell: Or another duck, it’s different.
247 00:26:23.590 ⇒ 00:26:29.599 Luke Scorziell: Yeah, well, maybe, I mean, which… are there ones that are the most leveraged for us? Like, the…
248 00:26:29.710 ⇒ 00:26:33.569 Luke Scorziell: Like, the more we invest in that partnership, the more revenue we get from them?
249 00:26:37.330 ⇒ 00:26:46.369 Holly Condos: So, from a hyperscaler or snowflake perspective, amplitude is another one that’s probably a good example, and mixed panel. Those three…
250 00:26:46.620 ⇒ 00:26:54.339 Holly Condos: Yes, there are incentives, right? So… so you get commissions, you get, discounts.
251 00:26:54.530 ⇒ 00:27:05.230 Holly Condos: Depending on, either the consumption level of the product by the end customer, or the…
252 00:27:05.510 ⇒ 00:27:08.169 Holly Condos: Revenue value of the deal.
253 00:27:08.610 ⇒ 00:27:14.229 Holly Condos: But for Teleisma, right, it’s more of a collaborative, integrative.
254 00:27:14.740 ⇒ 00:27:26.830 Holly Condos: you scratch our back, we scratch yours, right? Like, they’ve given us a lead, we’re gonna give them a lead. We’re gonna do a joint thing together. We’re thinking about putting together an assessment
255 00:27:26.830 ⇒ 00:27:35.820 Holly Condos: that we could send to each of our customer bases, and then cross-collateralize the statement of work, right? So…
256 00:27:35.970 ⇒ 00:27:36.580 Luke Scorziell: Yeah.
257 00:27:36.580 ⇒ 00:27:38.810 Holly Condos: Do you see that it’s different?
258 00:27:38.810 ⇒ 00:27:44.429 Luke Scorziell: Yeah, like, that one is more transactional, it sounds like, and then the other one’s more relational.
259 00:27:44.600 ⇒ 00:27:48.259 Holly Condos: So, so even for Robert, right, he’s like, you know.
260 00:27:48.280 ⇒ 00:28:05.960 Holly Condos: And he’s cute. He’s like, Holly, these are great ideas, but tell me how those generate revenue, right? Tell me the numbers. I’m like, okay, so I’m trying to work on that more. But to answer that right now, what is the revenue potential of Snowflake in Q1?
261 00:28:06.380 ⇒ 00:28:08.040 Holly Condos: Well, maybe it’s…
262 00:28:08.280 ⇒ 00:28:08.930 Luke Scorziell: Huh.
263 00:28:08.930 ⇒ 00:28:19.520 Holly Condos: just, just saying, maybe it’s, $100K, maybe. What is the revenue potential for Teleisma in Q1? Maybe it’s…
264 00:28:20.430 ⇒ 00:28:22.410 Holly Condos: 50K, right?
265 00:28:22.590 ⇒ 00:28:29.340 Holly Condos: I mean, it’s just… it’s harder for me to put the dollar value on the Talisma thing.
266 00:28:29.460 ⇒ 00:28:36.210 Luke Scorziell: Right now, even though I think after we do the first event, we’ll have a better idea, and we can project.
267 00:28:36.290 ⇒ 00:28:43.330 Holly Condos: That, right? And the other thing for Brainforge is we gotta make decisions about
268 00:28:43.820 ⇒ 00:28:47.480 Holly Condos: Which of these partners are worth the juice, right?
269 00:28:47.480 ⇒ 00:28:48.360 Luke Scorziell: Yeah, huh.
270 00:28:48.360 ⇒ 00:29:01.700 Holly Condos: paying me, paying you, marshalling our assets and our resources to put together the material to drive the conversations, right? What do we get for… what bang for our buck do we get?
271 00:29:02.240 ⇒ 00:29:15.759 Holly Condos: So if we spend, just on our side, if we’re spending $10K to develop the relationship, are we… are we getting margin on that to make it worth it? Right? That’s also kind of what I’m looking at.
272 00:29:16.380 ⇒ 00:29:18.170 Luke Scorziell: Yeah.
273 00:29:18.170 ⇒ 00:29:22.429 Holly Condos: Which, for your strategy ideas, I think probably weighs in.
274 00:29:23.580 ⇒ 00:29:24.260 Luke Scorziell: Yeah.
275 00:29:25.130 ⇒ 00:29:27.400 Holly Condos: We should probably talk more, Luke.
276 00:29:28.360 ⇒ 00:29:31.789 Holly Condos: I’m thinking maybe we should have, like, a standing sink, because…
277 00:29:32.390 ⇒ 00:29:42.269 Holly Condos: You know, I mean, I’m briefing Utam and team weekly about what’s going on. I don’t know if you want to be on that call, or if you want to just.
278 00:29:42.270 ⇒ 00:29:42.780 Luke Scorziell: Yeah.
279 00:29:42.780 ⇒ 00:29:44.270 Holly Condos: separately?
280 00:29:44.270 ⇒ 00:29:50.420 Luke Scorziell: I think, maybe if you’re… if you could send me that call, or maybe add me to the invite.
281 00:29:50.420 ⇒ 00:29:51.010 Holly Condos: Okay.
282 00:29:51.010 ⇒ 00:29:58.650 Luke Scorziell: Because I think, like, I was on a, the CSR meeting, I think? Yeah. Yesterday, and it was super helpful.
283 00:29:58.730 ⇒ 00:30:00.589 Holly Condos: I think the danger of, like.
284 00:30:01.510 ⇒ 00:30:07.929 Luke Scorziell: I guess, engineering companies that marketing kind of operates on their own.
285 00:30:08.640 ⇒ 00:30:09.430 Luke Scorziell: bubble, and…
286 00:30:09.430 ⇒ 00:30:10.030 Holly Condos: Right.
287 00:30:10.030 ⇒ 00:30:18.409 Luke Scorziell: But it’s like, you can’t… like, if marketing is just supposed to be kind of communicating what engineering is doing, then obviously, like, we need to be pretty boost on the ground with.
288 00:30:18.610 ⇒ 00:30:19.010 Holly Condos: Yeah.
289 00:30:19.010 ⇒ 00:30:22.220 Luke Scorziell: the services. So, yeah, that’d be great, and then that would give me…
290 00:30:22.430 ⇒ 00:30:26.260 Luke Scorziell: I think just, yeah, the more, like, insight I have into the company, the better, so…
291 00:30:26.260 ⇒ 00:30:33.739 Holly Condos: Okay, great. And I’m the same way. I told Robert and New Tom I’d rather have more than less, so it feels like you’re similar.
292 00:30:33.740 ⇒ 00:30:34.420 Luke Scorziell: Yeah.
293 00:30:34.600 ⇒ 00:30:37.969 Holly Condos: So that’s great. Okay, I’ll have Rico add you to it.
294 00:30:37.970 ⇒ 00:30:39.960 Luke Scorziell: Okay. And then let’s just keep talking.
295 00:30:40.250 ⇒ 00:30:43.720 Luke Scorziell: Cool. Sweet. Thank you. I appreciate the time, and…
296 00:30:43.720 ⇒ 00:30:47.650 Holly Condos: Ping me anytime. I’ll, I’ll send you my… Hmm.
297 00:30:48.210 ⇒ 00:30:50.880 Holly Condos: I’ll send you my number so we can text, too.
298 00:30:51.140 ⇒ 00:30:53.450 Luke Scorziell: Okay, yeah, that sounds good.
299 00:30:53.450 ⇒ 00:30:56.069 Holly Condos: I’m back in California, I’ll try to come up and we’ll meet.
300 00:30:56.250 ⇒ 00:31:00.759 Luke Scorziell: Yeah, that would be so fun. Okay. Yeah, it’s hard when we’re all virtual.
301 00:31:00.920 ⇒ 00:31:03.229 Holly Condos: Yeah, it is. But we’ll meet up.
302 00:31:03.420 ⇒ 00:31:06.210 Luke Scorziell: Yeah, well, how about… are you in Dennis?
303 00:31:06.210 ⇒ 00:31:07.669 Holly Condos: I’m in Vermont right now.
304 00:31:07.670 ⇒ 00:31:11.509 Luke Scorziell: Vermont, okay. Yeah. Yeah. The house looks pretty, looks like a cabin.
305 00:31:11.970 ⇒ 00:31:16.270 Holly Condos: It’s, yeah, it’s kind of cabin-y, it’s… it’s big.
306 00:31:16.580 ⇒ 00:31:17.690 Luke Scorziell: Yeah, yeah.
307 00:31:17.690 ⇒ 00:31:18.920 Holly Condos: It’s great.
308 00:31:19.070 ⇒ 00:31:20.799 Luke Scorziell: That sounds fun.
309 00:31:20.940 ⇒ 00:31:25.510 Luke Scorziell: So… Yeah. Alright, well, thanks for, initiating, too. I appreciate it.
310 00:31:25.510 ⇒ 00:31:27.870 Holly Condos: Absolutely, absolutely. Alright, we’ll talk to you.
311 00:31:27.870 ⇒ 00:31:29.300 Luke Scorziell: Alright, alright, bye, Holly.
312 00:31:29.300 ⇒ 00:31:30.090 Holly Condos: See ya.
313 00:32:21.820 ⇒ 00:32:23.080 Holly Condos: the incidents.
314 00:32:23.270 ⇒ 00:32:25.089 Holly Condos: Within one or two, or both.
315 00:32:25.310 ⇒ 00:32:34.710 Holly Condos: we’re still using incident management, right? But the way ServiceNow is designed, we have what we call, security incident requests.
316 00:32:34.970 ⇒ 00:32:47.959 Holly Condos: It’s an incident management, but this time has a security flavor to it. Vulnerability, risk, and everything. It’s called SIR. It’s a module called SecOps. We don’t have that yet. So, even security incidents…
317 00:32:48.410 ⇒ 00:32:56.189 Holly Condos: Say that again? No, I’m just saying, it’s a different product of service now, which we haven’t purchased yet. We haven’t purchased yet.
318 00:32:56.410 ⇒ 00:33:04.190 Holly Condos: Because in my mind, and, you know, when we talk about incident management, I think of it as an end-to-end process.
319 00:33:04.520 ⇒ 00:33:09.989 Holly Condos: And the requirements, whether it’s security, IT, GXP,
320 00:33:10.220 ⇒ 00:33:15.189 Holly Condos: Should be governed under the auspices of that process, and we should design
321 00:33:15.470 ⇒ 00:33:22.440 Holly Condos: The, the requirements for each of those types, each of those prioritizations and scales,
322 00:33:22.820 ⇒ 00:33:28.530 Holly Condos: In one process, and if that other op, you know, module will be purchased.
323 00:33:28.620 ⇒ 00:33:47.060 Holly Condos: And it provides more feature functions than the existing incident module. That’s, you know, that’s a Tom and Ron show. I don’t need to get involved in it, other than the GXP requirements for security incidents, which is where we play. Meaning, if there’s a serious breach.
324 00:33:47.210 ⇒ 00:33:52.770 Holly Condos: You know, a breach That, involves…
325 00:33:52.970 ⇒ 00:34:04.140 Holly Condos: a system or an asset that is GXP, whether it’s a regular incident or a security incident, will require that GXP aspect and requirement to be designed.
326 00:34:04.720 ⇒ 00:34:21.190 Holly Condos: Correct, and same thing applies to security incidents, although if a GXP-related security incident is reported in SIR, they immediately flow down. I mean, at least in my old practice, into major incident management. And the reason for that, it’s not because
327 00:34:21.420 ⇒ 00:34:32.480 Holly Condos: it’s a P1 or a P2, but because we need to handle it differently, because it’s a regulated process, and therefore, that process should not be part of, you know…
328 00:34:32.550 ⇒ 00:34:46.739 Holly Condos: the major incident management, which is fast and furious, fast and fixed, fast and fixed, but this time, as soon as it’s tagged as a GXP, my recommendation is immediately slow it down to major incident management, where there will be people who will support it.
329 00:34:46.940 ⇒ 00:34:50.879 Holly Condos: Yeah, we can get into the design aspects. What’s…
330 00:34:51.020 ⇒ 00:34:55.360 Holly Condos: We further… what’s the nuance between incident and major?
331 00:34:56.239 ⇒ 00:35:07.519 Holly Condos: Just, by priority, T1, P2s are immediately a major incident management. It’s, it’s handled fast.
332 00:35:07.860 ⇒ 00:35:13.969 Holly Condos: Right, understood. I guess what I’m saying is, is there a reason why we need to separate
333 00:35:14.100 ⇒ 00:35:18.790 Holly Condos: 1 and 2, when, if it’s a one end-to-end process.
334 00:35:18.960 ⇒ 00:35:22.980 Holly Condos: And if the SLA and prioritization scale is accurate.
335 00:35:23.240 ⇒ 00:35:25.170 Holly Condos: Could we apply it under one?
336 00:35:25.310 ⇒ 00:35:31.940 Holly Condos: of one module, why do we need two? That’s what I’m asking, like, what’s the nuance between major incident and…
337 00:35:32.180 ⇒ 00:35:36.239 Holly Condos: Regular incident, aside from what you just described.
338 00:35:36.530 ⇒ 00:35:43.250 Holly Condos: In the IT world, as I said, B1, P2, it’s handled differently. It has to be…
339 00:35:43.250 ⇒ 00:36:07.610 Holly Condos: Yeah, it slows down the problem management, so once you have a P1, P2 in the IT world, immediately it becomes a major incident, because we want to prevent that in the future. That’s really the objective of bringing the major incident, and then there are more people. Now, there’s another type of special incident that’s being handled by MIM, which is, in my opinion, the regulated processes, right?
340 00:36:07.610 ⇒ 00:36:10.029 Holly Condos: Different group handling that, because
341 00:36:10.150 ⇒ 00:36:21.139 Holly Condos: you will go through steps of validation, you will go through steps of risk assessment and everything, and that is not part of the IT way of doing things, it’s a different way, that’s why
342 00:36:21.200 ⇒ 00:36:32.169 Holly Condos: In a major incident management, we have special processes, like GXP regulated or whatnot, and then we have the P1s and P2s. After that, it connects down to problem management.
343 00:36:32.530 ⇒ 00:36:40.490 Holly Condos: the P1s and P2s, and even the special, GXP, goes down to problem management. Problem management really is the…
344 00:36:40.490 ⇒ 00:36:52.909 Holly Condos: Cheeto, I think, and also the guys may have some questions, so… Yeah, before we go down to problem management,
345 00:36:53.560 ⇒ 00:37:01.629 Holly Condos: I had a question about why… we can have minor, GXP incidents also, right? So, any…
346 00:37:01.700 ⇒ 00:37:21.279 Holly Condos: why by default are we looking at pushing anything that’s GXP straight into the major incident? And is it not possible in the incident management itself to have a decision point of GXP? So, you can have a regular incident that comes into, like, number one.
347 00:37:21.280 ⇒ 00:37:25.269 Holly Condos: And with a GXP decision point, it can decide
348 00:37:25.370 ⇒ 00:37:37.730 Holly Condos: who’s doing what, but without it raising to a major one. Because, like, my concern would just be that if every GXP incident goes into major, that itself is like a…
349 00:37:38.050 ⇒ 00:37:43.470 Holly Condos: like, the question would be, like, don’t you ever have any minor incidents on a GXP system?
350 00:37:43.730 ⇒ 00:37:55.180 Holly Condos: Well, we labeled it differently, right? We just used the module as a placeholder for GXP for special incidents. We called it special incidents, actually.
351 00:37:55.180 ⇒ 00:38:12.620 Holly Condos: But the reason for the separation in my old company is we don’t want it to go to the incident management, which much, you know, there’s thousands and thousands… at the company where I came from, there’s thousands of incidents. We want to separate the GXP ones, that’s the only reason. You don’t have to do that, we can separate it by category if you want to.
352 00:38:12.710 ⇒ 00:38:24.300 Holly Condos: we don’t have to go, but the reason why we use MIM, Major Incidents, or Special Incident Map, we call it Critical Incident Management, or Special Incident Management, is because
353 00:38:24.360 ⇒ 00:38:40.709 Holly Condos: there are different steps and processes that go through the root cause analysis of this GXP incident, whether it be major or minor, whether it’s one-time, one-off, and everything. I know you will have to validate certain, you know, specs in GXP,
354 00:38:40.790 ⇒ 00:38:58.949 Holly Condos: you’ll have to make sure that nothing changed when the fix has been done, and that a change control record is, is there when you’re applying the fix. I know that little much detail, and that’s the reason why the company that I belonged to previously, I’m not saying that we should do this.
355 00:38:59.110 ⇒ 00:39:03.159 Holly Condos: Separated, because you’re separating it from the crowd.
356 00:39:03.920 ⇒ 00:39:17.470 Holly Condos: So, but suffice to say, Ernie, it sounds like that the GXP incidents can be handled with an incident management, something that preclude that. Okay. Right. Okay. It can.
357 00:39:17.740 ⇒ 00:39:25.089 Holly Condos: All right, and just, you know, so maybe we could just, kind of… There’s another question? Yeah, there’s another question, yep.
358 00:39:26.000 ⇒ 00:39:32.869 Holly Condos: So, I just want to tap on, kind of, to what Sheila was saying about categorizing that, because
359 00:39:32.870 ⇒ 00:39:48.100 Holly Condos: We do have, you know, a lot of SaaS service providers, especially in the GSC space, right? So, one of the things that we would need to be concerned about as far as this goes is something like when we have to enact a business continuity plan.
360 00:39:48.100 ⇒ 00:39:48.900 Holly Condos: Right?
361 00:39:48.900 ⇒ 00:39:50.660 Holly Condos: So…
362 00:39:50.970 ⇒ 00:40:02.770 Holly Condos: stuff like that can’t just automatically be relayed into, kind of, this overarching bucket of majors, you know, categories by default, right? Because it could be…
363 00:40:03.190 ⇒ 00:40:13.019 Holly Condos: having nothing to do with us. It could be an outage due to the service provider, you know, their infrastructure going down for a period of time.
364 00:40:13.020 ⇒ 00:40:24.789 Holly Condos: and we just kind of have to live with it. There’s no corrective actions that we can take. We can continue our business process just by enacting our business continuity plan, right? So,
365 00:40:24.910 ⇒ 00:40:27.960 Holly Condos: We’re gonna need to kind of stipulate
366 00:40:28.070 ⇒ 00:40:37.820 Holly Condos: how we navigate through that, how we document that, yeah, hey, for this system, even as a GIQ system, because
367 00:40:38.140 ⇒ 00:40:45.669 Holly Condos: it falls into this type of incident category. It has to go down, now, an even more specialized route.
368 00:40:47.170 ⇒ 00:40:47.990 Holly Condos: Right.
369 00:40:48.960 ⇒ 00:40:56.359 Holly Condos: Okay, and again, we can put triggers into incident management if it’s an outage where it should
370 00:40:56.540 ⇒ 00:41:14.179 Holly Condos: bring together a business continuity plan. But, just to let you know, even in normal T1s or outages in IT, I don’t know if we practice that menthol, but basically, we just… the order is to get the system up within 2-3 hours, right?
371 00:41:17.420 ⇒ 00:41:20.190 Holly Condos: But then again, we can discuss the design of that.
372 00:41:20.310 ⇒ 00:41:34.509 Holly Condos: Yeah, right now, we… we don’t need to go into, like, the problem solving, or the requirements gathering of that. We just don’t want to go down the path where we’re coming from a place saying that
373 00:41:35.160 ⇒ 00:41:53.280 Holly Condos: everything goes into one, right? Like, we need to… when we go into the actual designing, we can talk through specific requirements. Right. But my hope would always be that it stays harmonized, because even if it’s on a GXP application, it’s still an IT ticket.
374 00:41:53.280 ⇒ 00:41:59.859 Holly Condos: Right? So we don’t… we need to still have everything harmonized with the right rigor and the right guardrails
375 00:41:59.910 ⇒ 00:42:18.930 Holly Condos: based on decision points. We don’t want to make everything GXP high, and we don’t want to have, like, two black boxes of, you know, the rest of IT and GXP, so let’s keep that in mind. But I think, looking from a GXP perspective, incident management, as the module, although you would say, is in the scope of
376 00:42:19.070 ⇒ 00:42:36.030 Holly Condos: let’s work it out, let’s figure out what the workflow is, validate it, and release it, right? Yes, yes, very important. This is one of the… one of those, for absolute sure, one of the modules we need for GXP purposes, and of course, the…
377 00:42:36.300 ⇒ 00:42:55.020 Holly Condos: everything that we’ve been discussing needs to be kind of fleshed out. The prioritization scale, you know, the triaging, end-to-end, if you will. Like, we’ll really have to spend some time there to figure it out. And also, I do acknowledge
378 00:42:55.270 ⇒ 00:43:05.949 Holly Condos: while we’re small now, I’ve been at companies, large companies, I’m sure some of you have as well, where there’s, agree, thousands of tickets, and it becomes somewhere…
379 00:43:06.050 ⇒ 00:43:21.290 Holly Condos: not incidents at all, so we really need to be careful on the category, the P1 categorization. All of that detail needs to be fleshed out, including service desk support teams for each of the regulated assets.
380 00:43:21.350 ⇒ 00:43:27.800 Holly Condos: For systems, for infrastructure, all the way along the line, so… It’s… Right.
381 00:43:27.990 ⇒ 00:43:31.760 Holly Condos: It’s… even though it’s a simple module.
382 00:43:31.910 ⇒ 00:43:43.299 Holly Condos: We’re gonna spend a lot of time here. So last year in 2025, just to give you a little bit of statistics, I think we were about in the 500 range for P1s.
383 00:43:43.470 ⇒ 00:43:48.149 Holly Condos: And about 1,100 in P2s. So that means we need…
384 00:43:48.380 ⇒ 00:43:52.940 Holly Condos: We solely need the major incident management, because that’s a lot of…
385 00:43:53.680 ⇒ 00:44:01.960 Holly Condos: high-level tickets that, you know, we’re not managing right now, we’re just solving them, in a sense. But, that’s…
386 00:44:01.960 ⇒ 00:44:24.730 Holly Condos: That’s my point of view. Just to reiterate, although, right, we do expect, like I mentioned earlier, like, the, you know, the facilitated workshops, we’ll go through all the, like I said, all the, the kind of the nuances of the, the, you know, the processing and the handling, so we’ll, once we, once we transition out of the planning phase into the implementation phase, that’ll be kind of one of the key.
387 00:44:24.730 ⇒ 00:44:28.519 Holly Condos: Kind of sets of activities that we kick off and requirements.
388 00:44:28.780 ⇒ 00:44:32.940 Holly Condos: So, I think, and it’s just a trigger for you.
389 00:44:33.380 ⇒ 00:44:37.429 Holly Condos: To… to take note of, in terms of…
390 00:44:39.820 ⇒ 00:44:43.770 Holly Condos: Groups of resources that may not exist
391 00:44:44.270 ⇒ 00:44:46.620 Holly Condos: in a formal way here at INSPED.
392 00:44:47.030 ⇒ 00:44:55.009 Holly Condos: like, I know there’s a service desk team from an IT perspective, but we’re also going to need to define and identify
393 00:44:55.250 ⇒ 00:44:58.280 Holly Condos: Additional layers of that service desk.
394 00:44:58.650 ⇒ 00:45:12.320 Holly Condos: As it relates to different categories of support, too, right? Which exists at the application level, which exists at different levels of business. All of that, I think, is also going to be… need to be accounted for
395 00:45:12.320 ⇒ 00:45:21.080 Holly Condos: As we design this, because we can’t design it and not have teams that will be available to sustain it, that it’ll just become a mess.
396 00:45:21.210 ⇒ 00:45:26.690 Holly Condos: And those tickets will start to escalate quickly if we don’t put that into
397 00:45:26.830 ⇒ 00:45:34.639 Holly Condos: the organizational deck and account for that. And as for teams, they’re gonna have to start the budget for this.
398 00:45:35.140 ⇒ 00:45:38.130 Holly Condos: In some world do, they may not exist.
399 00:45:38.540 ⇒ 00:45:58.060 Holly Condos: Yeah, Aldo, so there is… in the incident management, in the header part of the incident management, there’s a field called configuration item, which links directly to CMDB. That is a trigger that tells us whether it’s a GXP system or not. Right now, since we are young into the usage, it’s not an upfront
400 00:45:58.060 ⇒ 00:46:10.449 Holly Condos: mandatory field, so you can raise an incident even without the CI. And then the CI is determined a little later in the middle of resolution, or whenever the resolution team gets it, that’s when they identify it.
401 00:46:10.450 ⇒ 00:46:13.780 Holly Condos: I would suggest that… He would…
402 00:46:13.830 ⇒ 00:46:32.859 Holly Condos: fortify that, you know, that practice so that immediately we can detect if it’s GXP or not. I mean, if… however, there’s another tab in the incident management, a third-party tab, which says it could be an incident that affects multiple CIs. So you can also put, you know, two CIs if you want to. Let’s say
403 00:46:32.910 ⇒ 00:46:38.629 Holly Condos: let’s say your server is down, therefore your application is down, right? So those two CIs are affected by this incident.
404 00:46:38.780 ⇒ 00:46:55.919 Holly Condos: So that’s the reason for the tertiary tab of multiple CIs. So the major incident was… the root cause was probably in the server, but then the application was down, too. So you have those, information collecting,
405 00:46:56.130 ⇒ 00:47:12.379 Holly Condos: this information in multiple levels, just want to let you know. However, right now, because we’re young in the usage of incident, and this came up in the EVT assessment, too, we’re not really into the practice of immediately identifying RCI.
406 00:47:13.420 ⇒ 00:47:17.169 Holly Condos: Plus, you know, we’re optimizing our CMTB still. Anyway…
407 00:47:17.430 ⇒ 00:47:29.960 Holly Condos: Yeah, all good, all good dialogue, Ernie, but maybe just in the interest of time, I’m watching the clock closely, and so I don’t know, within service management, does it make sense to jump to service or change? What, what next?
408 00:47:30.670 ⇒ 00:47:44.550 Holly Condos: Yeah, so, if an incident is a brake fix or an enhancement, the connection there, you have to put a change control record to be able to fix or change production. That’s a connection there.
409 00:47:44.660 ⇒ 00:47:46.569 Holly Condos: So, without an incident.
410 00:47:46.640 ⇒ 00:48:06.480 Holly Condos: supposedly, I mean, the governance should be… if you want to raise a change, you can’t just raise a change because you want to. You need to have an incident that’s a practice that ServiceNow is recommending us. You have to incident report to be able to either fix that change or enhance that… enhance that application.
411 00:48:06.870 ⇒ 00:48:09.890 Holly Condos: So that’s where the change is. However.
412 00:48:10.070 ⇒ 00:48:23.619 Holly Condos: In an IT change control, it’s defined in ServiceNow, right now, with the different chevrons. But then again, if it’s a GXP change control, the question is, what additional steps do we put in that? So that’s the connection to that.
413 00:48:23.800 ⇒ 00:48:26.379 Holly Condos: Between incident management and change.