January 2020 - Enable Professional Services

Gartners Magic Quandrant lists ServiceNow as a true leader

January 21, 2020February 2, 2020
by Nicole Bailey

Magic Quadrant for IT Service Management Tools

IT service management tools are vital for infrastructure and operations organizations to support and deliver IT services. Gartner has conducted research comparing ITSM partners across the globe. The research profiles vendors in the enterprise ITSM tool market to help I&O leaders judge how these providers align with their current and future roadmaps.

Market Definition/Description

Gartner defines the IT service management (ITSM) tools market as follows: ITSM tools help infrastructure and operations (I&O) organizations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering these services – Read full report here.

ServiceNow Profile

ServiceNow offers one ITSM product, ServiceNow IT Service Management, targeted at organizations with various levels of I&O maturity. ServiceNow IT Service Management is evaluated in the Critical Capabilities companion research.

Strengths

ServiceNow has global reach with local sales and support organizations and strong brand recognition. It dominates customer shortlists, and its ITSM tool revenue market share has grown to more than triple that of its closest competitor.
Although many of its competitors rely on third-party partnerships for AI and machine learning, ServiceNow has made several platform-level acquisitions (for example, DxContinuum, Qlue and Parlo) to add native functionality and successfully sells AI and ML functionality as add-ons to its ITSM product.
As a result of ServiceNow’s dominant market position, its platform has helped build a strong partner ecosystem, including professional services and integrations.

Cautions

ServiceNow has restricted support to the current and previous versions of the product, which requires customers to perform an upgrade at least once every year. This can strain customers with limited resources to support their ITSM implementations.
Interactions with Gartner clients indicate that organizations with low I&O maturity struggle to demonstrate sufficient value from their ServiceNow investments. Functionality to track improvement initiatives that drive maturity requires an ITSM Professional license, which comes at a significantly higher cost.
Gartner clients report that frequent changes in licensing policies and bundling make product renewals challenging.

Enable and ServiceNow

With the right ServiceNow Partner and some careful roadmap planning, Enable can guide you through your ServiceNow journey with ease. We are Asia Pacific largest, most qualified and most certified SerivceNow Partner.

Want to know more?

Contact Enable today to see which ServiceNow products can help to digitize the work you have to do, so you can do the work you love – powered by ServiceNow.

News

One Dream, One Team with D’artagnan Richiardi

January 20, 2020January 20, 2020
by Nicole Bailey

Enable has always believed that a well-coordinated and enabled team can achieve wonders. Working towards this objective, Enable’s ‘One Dream, One Team’ initiative is focused to bring together 250 people working as a seamless team across the entire ServiceNow platform together. We are living in an era where the demands of the customer are constantly changing, and the technology needed to meet these demands is evolving at a rapid pace. Enable has always focused on investing in its employees and keeping them in pace with the recent technological trends and practices through face to face meetings and training sessions.

D’Artagnan Richiardi who is a Principal Delivery Manager with Enable had the opportunity to visit Enable’s Center of Excellence in India in Nov 2019. During his fortnight-long visit, Dart visited Enable’s Noida and Bangalore Centres of Excellence offices (CoE) and interacted with our Enablers to understand their challenges and help them with knowledge transfer on the latest trending topics. Dart’s reason to visit Enables CoE in India was primarily to continue the One Dream, One Team initiative, and provide an opportunity for face to face training.

During the visit Dart not just provided training on topics such as:

GRC introduction training
HR CIS training
The enable way introduction training
Coding standards – The Enable Way
CASE – Customer content presentation

The training sessions were organised to be interactive to ensure proper knowledge transfer happened between teams across the globe in a seemless way. All the sessions were marked by a lot of questions and answers from the team which in turn helped clear a lot of concepts to the overall team in general. The CoE team in Noida and Bangalore were delighted to have an expert like Dart with them for a week’s time in each office. During our interaction with the senior leadership team, one of the senior leader’s was quoted saying:-

“Having Dart here was amazing because he brought a level of professionalism that our COE Enablers can learn from”.

“All work and no Play make’s Jack a dull Boy”, and Enablers are a true ambassador of this culture. During Dart’s weeklong stays in Delhi and Bangalore he got to experience not just the intellectual side of the team but also the lighter side of the team during various team outings, dinner and dance parties. The CoE visit for Dart has been a very revering one as it not just helped the team in India get hands-on experience from a subject matter expert but also helped Dart enhance his knowledge about various subjects from the CoE team.

Dart Commented “With training session like these we are surely on track of One Team One Dream”

News

Andre van der Merwe – GRC Practice Director

January 19, 2020January 20, 2020
by Nicole Bailey

Andre is a true specialist in GRC, IRM, Risk, Audit, IT Service Management, IT Security and Project Consultant with extensive experience and drive to get the job done. He is an organised, result and people-oriented professional with 20 years’ experience and skills on IT Service Management, Software Implementations, Service Delivery, Consulting, Senior Stakeholder Engagement and Leadership. Andre is also highly qualified as a national portfolio leader in GRC & SECOPS. CISA, CGEIT, CRISC, CISM, CISSP, ISO 27001&2 , ISO 20000 and a qualified ServiceNow Trainer.

Andre’s track record speaks for itself, it includes:

Globally recognised and certified industry expert within GRC and SECOPS
APAC recognised and certified ServiceNow GRC and SECOPS product specialist
APAC proven ServiceNow GRC and SECOPS implementation specialist
APAC ServiceNow GRC and SECOPS certified trainer

He is a true ServiceNow professional with 20 years in IT, 15 years of which are in ServiceNow having held various roles in a number of technology solution providers, including –

ValueFlow
Pink Elephant (South Africa)
Business Connexions (South Africa) and

His experience spans the full spectrum of IT and Sec Ops including:

National Portfolio Lead: SecOps & GRC
Principal Consultant
Head of Operations
Executive Consultant IT Governance and Assurance
IT Business Consultant
IT Manager, to name a few

Andre recently joined Enable after meeting with the Senior Management team, He commented, “Enable has a well-established reputation in the industry that it’s a truly people-focused organisation and that it values and promote professionalism and customer success. I was inspired when I met the Senior Leadership team and experienced first hand why Enable is worthy of their positive reputation. The clarity of the Enable Vision and Strategy, depth of Leadership and support has made Enable my new home!”

Andre is inspired by a famous Henry Ford quote:

The famous Henry Ford quote, “Whether you think you can, or you think you can’t – you’re right,” – I made a key decision early in my career that my own fears and doubt will not govern or restrict me, I adopted a CAN-DO attitude as it primarily determines my own success or failure in life.

On the weekends you will find Andre outdoors – “I have an adventurous spirit and love to be outdoors, I spend weekends on by Adventure motorcycle and relaxing with my family in nature.”

Follow Andre on Linkedin – https://www.linkedin.com/in/andre-van-der-merwe-australia/

News

12 ITSM Terms Defined

January 16, 2020January 7, 2020
by Nicole Bailey

How to be fluent in ITSM.

Terms referred to in the world of ITSM can be confusing, to say the least. Most experienced ITSM professional will roll off terms like AITSM and process workflow design so quickly that it can make your head spin. If you are new to the world of ITSM you may be joining project meetings and hearing terms sprouted out during daily “stand-ups” and left scratching your head.

Enable Professional Services are an Elite ServiceNow partner and we have guided more than 150 of Asia Pacific companies through to successful ITSM projects, so we know a thing or two about ITSM.

Here are a few terms and their definitions to help you discover your UI from your EU.

TERMS AND DEFINITIONS:

Incident and Problem Management:

Incident ticketing and problem management are required by all IT organizations that use ITSM tools. This enables them to manage the life cycles of IT incidents and problem records from recording to closing. These are core capabilities in which all ITSM tools must be competent.

Change and Release Management:

Integrated change and release management are important for organizations focused on intermediate and advanced IT service management capabilities to control the governance and risk of changes to I&O.

Configuration Management:

Configuration management is important for organizations focused on intermediate and advanced IT service management capabilities to maintain an overview of service assets to aid other processes such as change and incident management.

Self-Service/Request Fulfillment:

Service request fulfilment is important for IT organizations focused on providing business users with a convenient way to interact with the IT organization by presenting incident and request tracking services, technical IT components and IT services in the form of an orderable service catalog.

IT Knowledge Management:

Knowledge management is a key area of differentiation for all use cases. The knowledge portal should enable end-users (EU) to resolve simple incidents themselves. The tools should create knowledge bases for relevant, updated content that is useful for IT and business users.

Collaboration:

Collaboration features are key for digital workplace use cases to help IT staff work together to solve IT incidents and problems, and to enable business users to solve their own IT issues as well as to help their colleagues.

Reporting and SLA Management:

Reporting and dashboards are key for all use cases because they support, enhance and extend collaborative decision support (strategic and tactical) and communication with IT and business leaders.

“AITSM”:

AITSM is not an acronym; it is a term that refers to the application of context, assistance, actions and interfaces of AI, automation and big data on ITSM tools and practices to improve the overall effectiveness, efficiency and error reduction for I&O staff. It is important for intermediate and advanced use cases to automate and support complex environments.

Process and Workflow Design:

IT organizations in all use cases need out-of-the-box, preconfigured forms, fields, workflows and reports that are compatible with industry best practices and standards for IT service management.

Integration:

The tools’ abilities to integrate with other tools and the ability of those tools to integrate with ITSM tools is increasingly important, particularly for organizations that use software from other ITOM minisuites, development and artificial intelligence for operations (AIOps).

Overhead:

License and subscription costs for ITSM tools vary considerably, as do ongoing costs for support and administration. Many organizations overbuy when selecting an ITSM tool.

User Experience and Flexibility:

Product configuration flexibility is an important factor that distinguishes different ITSM tools for different maturity levels. IT service desk users, in particular, benefit from a streamlined and intuitive UI.

Source: ttps://www.gartner.com/doc/reprints?id=1-1OFVNYG1&ct=190830&st=sb

Resources

Orchestrate Software Distribution via ServiceNow

January 6, 2020January 7, 2020
by Abhishek Gupta

Today in the 21^st century, what human wants is automation. This tech generation wants to focus on innovation and invention. Thus, there comes the need to automate the runbook.

In any large organisation, employees need software to perform their daily jobs with effectiveness.

Organisations spend a lot of money on not just procuring the software but also provisioning it. Thus, comes a need to automate.

How can ServiceNow help automate this? ServiceNow has an application known as Client Software Distribution(CSD) which can help distribute software.

What is Client Software Distribution (CSD)?

Client Software Distribution(CSD) allows administrators to distribute software from the Service Catalog using third- party management systems like SCCM. You can use Client Software Distribution to deploy and revoke software deployments from SCCM and manage distributions on SCCM hosts.

How does it work?

To enable and configure Client Software Distribution, follow the below steps.

Configure the Application Administrator role on the SCCM Server
Configure the MID Server for integration with SCCM
Create Windows credentials for deployments through SCCM
Retrieve data from SCCM to be used for Client Software Distribution
Associate the software with a collection through an SCCM configuration.
Create a catalog item for the SCCM application you want to offer for distribution from the Service Catalog.

For the detailed information, please read here: LINK

Written by –
Abhishek Gupta
PRINCIPAL CONSULTANT
Tribe – CSM

News

What is ITSM?

January 3, 2020January 7, 2020
by Nicole Bailey

IT service management (ITSM) defined:

ITSM tools help infrastructure and operations (I&O) organisations manage the consumption of IT services, the infrastructure that supports the IT services and the IT organization’s responsibility in delivering these services.

Workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.

These are most heavily used by IT service desks and IT service delivery functions to support the tasks and workflows for processes including incident, request, problem, change, service level, knowledge and configuration management.

ITSM tools are classified based on ITSM capabilities and integration with IT operations management (ITOM) solutions and include:

Basic ITSM tools that have some ITSM capabilities and limited integration with ITOM solutions.
Intermediate ITSM tools that have good ITSM capabilities and provide some basic ITOM functions or integrate with intermediate third-party ITOM solutions.
Advanced ITSM tools that have a full range of ITSM capabilities and provide broad ITOM functionality natively or integrate with advanced third-party ITOM solutions

Source : https://www.gartner.com/doc/reprints?id=1-1OFVNYG1&ct=190830&st=sb

Gartners Magic Quandrant lists ServiceNow as a true leader

Magic Quadrant for IT Service Management Tools

Market Definition/Description

ServiceNow Profile

Strengths

Cautions

Enable and ServiceNow

Want to know more?

Contact us

One Dream, One Team with D’artagnan Richiardi

Andre van der Merwe – GRC Practice Director

12 ITSM Terms Defined

How to be fluent in ITSM.

TERMS AND DEFINITIONS:

Incident and Problem Management:

Change and Release Management:

Configuration Management:

Self-Service/Request Fulfillment:

IT Knowledge Management:

Collaboration:

Reporting and SLA Management:

“AITSM”:

Process and Workflow Design:

Integration:

Overhead:

User Experience and Flexibility:

Orchestrate Software Distribution via ServiceNow

What is Client Software Distribution (CSD)?

How does it work?

What is ITSM?

IT service management (ITSM) defined: