CSM Product line achievement – achieved!

February 24, 2020March 18, 2020
by Nicole Bailey

This may not be breaking news to you…

but to us it’s still pretty special!

At Enable we strive to be recognised as Australia Pacific’s largest, most awarded and most qualified Elite ServiceNow partner.

So far, we are proud to be ticking all those boxes.

Our latest product line achievement, our 9th, is no small feat and means that we are the first Australian partner to achieve the CSM badge.

Product Line achievements

We are so pleased to announce that Enable is the first Elite ServiceNow partner to achieve 9 product line achievements in the ServiceNow partner program.

We are the first Australian based partner to achieve the product line achievements across all 4 workflows in the Now Platform, this includes product line achievements for:
• IT workflows (ITSM, ITOM, ITBM)
• Employee Workflows (HR, ITSM)
• Customer Workflows (CSM, ITOM)
• Now Platform (App Engine, App Store)

CSM and Enable

When it comes to choosing a partner for a CSM implementation, choose Australia’s most qualified, certified and largest ServiceNow Partner.

Our numbers speak for themselves
When it comes to CSM implementations, our stats tell a big story.

9.6 average CSAT Score
17 CSM implementations completed in 2019
21 Certified CSM specialists
9 product line achievements

Don’t take our word for it

Here is what our other CSM customers had to say:

Events

Enablers out and about

February 24, 2020June 1, 2020
by Nicole Bailey

We love to see our Enablers out and about

At Enable, we believe that a change is as good as a holiday

Change is something that we ensure is that our Enablers have the chance to work on a variety of blue-chip logos.

You may not know that we have 250 consultants dedicated to our ServiceNow practice. This makes Enable to most qualified, certified and largest ServiceNow partner in the Asia Pacific region.

What sets us apart is that our company has the benefit of working on incredible blue-chip logos and exciting ServiceNow projects that are not just ITSM projects but include HR, ITOM, CSM, GRC, Service Mapping.

We are also a truly People First culture working hard to create a world-class employee experience that focuses on your professional development, and a positive and enjoyable work environment. This includes working for a variety of Blue Chip logos not just developing on the ServiceNow Platform but hosting a training session, conducting a project Kick-Off, social events, presenting and consulting.

Here are some of the roles that our team are involved with on a daily basis:

Krist Yong, Singapore – Running the ITIL4® Master Class Training at Banpu in Thailand

Sydney Team – Teams that lunch together. enjoy work together

Nidhin Jacobs and Ian White – Road tripping to present CASE to a lunch Australia council

Jyoti Salgotra- Hosting SerivceNow fulfiller training with a client in Melbourne

Bharat Rajora – Training a team in Melbourne

Nidhin Jacobs – Hosting a project Kickoff with a luck client in Sydney

Ian White – Hosting a client lunch on-site in Sydney

Jake Gillespie, Sachin Bhasin and Lokendar Singh – En route to Architecture training in the USA

Awards

MVP in our community

February 23, 2020February 23, 2020
by Nicole Bailey

Now Community’s MVP class of 2020

The ServiceNow Now Community MVP Program recognizes the top individual contributors in ServiceNow’s online community.

ServiceNow Now Community MVPs are well known by the collective community for their product expertise and consistent contributions. ServiceNow Now Community MVPs demonstrate a commitment to engage, guide, and share expertise with their peers. They represent the voice of the community. The ServiceNow MVP award is our appreciation for the sizable influence and technical credibility these members demonstrated in 2019.

Starting in 2020 ServiceNow employees are eligible to be part of the Now Community MVP Program.

Let’s give a warm welcome to the Now Community’s MVP class of 2020.

CONGRATULATIONS to Enabler Alikutty Karupamveetil

Not only has Alikutty been named in the 2019 MVP program but this is his third year in a row meeting this achievement.

Well done to Alikutty on this awesome achievement, he is a true Enabler in our community.

News

Forbes list ServiceNow as the world’s most innovative company

February 18, 2020June 1, 2020
by Nicole Bailey

According to Forbes Magazine, ServiceNow has been recognised as the Worlds Most Innovative company.

Who is ServiceNow?

ServiceNow, Inc. provides cloud-based services to automate enterprise information technology operations. The company focuses on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Its services include the following applications, including management applications, such as project management, IT Cost Management and IT governance services; operational applications, including incident management, problem management, change management, release

management, service catalog and request management and software development lifecycle management; and infrastructure applications, including configuration management, discovery, asset management and orchestration. The company was founded by Frederic B. Luddy in June 2004 and is headquartered in San Diego, CA. (Source Forbes)

Enable and ServiceNow

At Enable we strive to be recognised as Australia Pacific’s largest, most awarded and most qualified Elite ServiceNow partner.

So far, we are proud to be ticking all those boxes.

Recently, we announced that we have achieved the Customer Service Management (CSM) product line achievement within the ServiceNow program. This latest product line achievement, our 9th, is no small feat and means that we are the first Australian partner to achieve the CSM badge.

We are the first Australian based partner to achieve the product line achievements across all 4 workflows in the Now Platform, this includes product line achievements for:

IT workflows (ITSM, ITOM, ITBM)
Employee Workflows (HR, ITSM)
Customer Workflows (CSM, ITOM)
Now Platform (App Engine, App Store)

Working with Enable

When it comes to choosing a partner for a ServiceNow implementation, choosing Australia’s most qualified, certified and largest ServiceNow Partner is an easy choice to make.

News

Herman Taljaard – Head of Smart Operations

February 16, 2020February 16, 2020
by Nicole Bailey

Herman is a seasoned professional with proven experience in setting up, expanding and managing technology and consulting businesses across 3 continents. He has held a number of senior positions during his 25+ year career, covering the entire spectrum of technology management. Prior roles included Director of Solution Consulting, Director of Channel Development, Head of Strategy and Innovation and General Manager – providing him with extensive experience across a range of industries and technology disciplines. His career started in South Africa managing projects across South Africa and in the UK, followed by a 5-year tenure in California prior to moving to Austalia in 2005.

He thrives in an environment where he is challenged and where he can roll up his sleeves and get the job done.

Herman joined Enable in June 2016 and has successfully established offices for Enable in Perth and in Brisbane, as well as setting up the Customer Success Management team for Enable. In his current role as Head of Smart Operations, he is establishing Enable’s IoT and Smart Operations practice, powered by ServiceNow. Prior to joining Enable Herman was the General Manager for Enterprise Service Management at another ServiceNow partner and he has been active in the ServiceNow ecosystem for the last 6 years.

When not at work you will find Herman with one of his Canon cameras in hand or cycling around Brisbane with his teenage daughters. His love for flying lead to a glider pilot’s license from the Gliding Federation of Australia and he is also an avid drone pilot.

Resources

4 key times that OCM can be used to…

February 3, 2020February 10, 2020
by Mark Galgsdies

A successful ServiceNow transformation starts long before the build commences, and training is conducted.

Preparation and planning are two key factors.

From the People and Organisational Change Management (OCM) perspective, there are 4 key times that OCM can be used to improve project success.

Enable’s approach to OCM has a laser-like focus on the People side of clients’ ServiceNow implementations in support of the technical aspects of Processes and Platform. Our OCM, adoption and training services align with The Enable Way – our project delivery methodology (Figure 1).

Figure 1: The Enable Way

Enable’s OCM adoption, and training activities run in parallel with, and across, the five delivery stages with inputs to and delivery outcomes from each stage.

Enable OCM adoption, and training efforts track across four key times of work (shown in Figure 2):

Readiness
Go Live Preparation
Go Live Transition
Sustainment

Figure 2: Enable’s 4 stages of OCM, adoption and training work

What Makes Enable Different?

We know that implementation occurs before, during and after Go Live. We also understand the importance of continued people support beyond Go Live, through Hypercare and Warranty periods. Mature organisations pay particular attention to supporting their staff 3, 6, 9 months or more after the implementation has moved from being a Project to being Business As Usual (BAU). Figure 4 depicts Enable’s OCM maturity model.

Enable can provide clients with the tools and support that assist with embedding and measuring the adoption rates of the new ways of working.

Figure 4: Enable’s OCM Maturity Progression

Experience Matters

So, what have we learnt over many years of successful ServiceNow solution installations?

Enable’s experience has highlighted seven fundamental key lessons learnt for successful ServiceNow implementations:

OCM starts BEFORE formally kicking off any deployment:

Dedicate a role(s) to designing and managing the OCM plan that considers all stakeholders and contexts
Research the organisational context (including the stakeholders, risks, etc.) to inform OCM planning
Use collected knowledge of the organisational change environment to design an OCM Plan that includes plans for how to communicate the organisational change with stakeholders, deliver needed training and enablement, and minimise the impact of organisational change

Assign a fully dedicated OCM lead + team. Ideally, the team would consist of:
- A communications person
- A systems trainer
- An administration person
OCM is a part of good governance and should be developed concurrently with any changes your work processes and policy. To ensure consistency, the OCM Program Team and Plan would be in alignment with, or a part of, the client’s governance program for the implementation
Enable and our clients agree on what “good” OCM looks like – expectations can be set at that point and then together we work in creating and driving the various Plans along with agreeing what the measures of success will be and how/when we will report them
Constant, visible, active sponsorship is the single most important factor in ensuring a successful implementation
Selection of Change Agents (eg SMEs) / Champions / Advocates / Stewards is the second most important factor. They are not selected just because they are available.
Change Agents need to be represented at every level of the organisational hierarchy to avoid ‘black holes’ of communication and support.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

Resources

4 key questions to ask before your ServiceNow project…

February 3, 2020February 17, 2020
by Mark Galgsdies

4 key questions to ask before your ServiceNow project starts

4 key questions to ask before you start your ServiceNow project. A successful ServiceNow transformation starts long before the build commences and training is conducted.

Preparation and planning are key.

What are the 4 key questions to ask before you start with a significant change that can impact your business and the way people work

What typically causes changes to fail in our organisation?

Think about what your implementation history has been like previously – have you conducted similar rollouts?

What are the “correct” answers? ? Sometimes the answer is to simply not repeat the mistakes of the past – learn from them. The answers may lie in:

Planning better.
Identifying the right stakeholders.
Collaborating with the right stakeholders at the right times.
Investing in OCM maturity by embedding OCM roles and responsibilities content into leadership and management programs.
Placing a fulltime OCM lead on the Project and establishing a complete OCM team within the PMO including:
- Training lead
- Communications lead
- Change lead

A good place to start to answer this question is to do a formal assessment and analysis of previous, similar rollouts. Need a tool for this? Ask us.

The second question follows on from the first. It focuses on the current organisational climate – what’s going on currently that may impact the success of this implementation.

2. What other projects, resources and organisational changes are there that will compete with this ServiceNow implementation?

Doing a “stress test” will provide you and others in the organisation a good understanding of the context within which your ServiceNow implementation will operate. It’s a good practice to look back into the past and filter through the three lenses of People, Process and Platform.

The third question revolves around understanding who is going to be impacted by the implementation.

3. Are we considering Organisational Readiness in the context of the company’s ServiceNow roadmap…do we even have a roadmap?

Does the roadmap include specific personas (view of the roadmap based on who will be impacted by what, by how much and when?)

The answer here revolves around the three key OCM pillars: People, Process and Platform. Different people will be impacted in a number of different ways: the work they do may change, the business processes may change and certainly, the platform is changing. How do we communicate to, then train each of these people in ways that are relevant to them?

4. How do we break the habits formed over many years of working with the previous systems and processes?

The fourth question points to encouraging the new ways of working while ‘switching off’ the old ways. How do we break the habits formed over many years of working with the previous systems and processes?

In essence, we’re dealing with people needing to change their work habits and good sense would suggest we somehow reward working in the new ways and discourage working in the old ways. There are several things we can do to achieve this (once again keeping the People, Process, Platform pillars in mind):

Turn off or eliminate completely the old ways of working:
1. Decommission the old software
2. Eliminate the ability for workarounds
3. Harder, longer more difficult to do
Make the new ways a positive experience:
1. Easier, simpler, quicker platform
2. More efficient processes
3. More productive people

And do you know what? Even if people see this ServiceNow implementation as a wonderful thing there will still be a resistance of some sort. We’re human – it’s inevitable. There may be doubts over clarity or timing or some such, but there will be resistance. This resistance should be encouraged! Ask for it, raise it, encourage it and do something with that valuable information.

Doing a Readiness Assessment early on allows a formal way for potential sources of resistance to be uncovered from a range of different perspectives: Managers, Change Agents, End Users, Fulfillers and so on.

Critical to answering this question is to ask another question: how DO we reward, recognise and encourage the new ServiceNow ways of working?

Choosing a capable ServiceNow partner like Enable Professional Services ensures project success, in all ServiceNow project implementations we offer a series of Organisational Change Management tools to help your management and employees transition smoothly, painlessly and with a positive change to workflows to help enable your work.

Contact Enable today for your own ServiceNow implementation.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

Resources

7 key ways to change behaviour at work –…

February 2, 2020February 17, 2020
by Mark Galgsdies

According to Culture Amp, if you strengthen your culture you can build a better company. If you want to change the behaviour or performance of your employees THE KEY PERSON is that person’s immediate, 1-up manager: their boss.

What is resistance management and what are reinforcement management strategies and how should you use them to promote the migration to the new ServiceNow solution?
The goal here is to move the needle so that the organisational and individual motivation, of moving to the ServiceNow solution, is greater than the motivation to remain using the old/current systems.

But how exactly do we do this? Well, this is where line managers and people leaders have the most important impact.

Motivation is a VERY personal thing.

What a manager thinks is a REWARD for a person may not, in fact, motivate that person. What motivates one person may not motivate the next.

Here are our top 7 ways to help change behaviour in your organisation.

There are dozens of ways to recognise and reward staff other than purely $, things such as:

Secondments and short term task reassignments
Training and Development opportunities
Increased responsibilities (even decreased responsibilities!)
Reduction of system and other controls – for example allowing more flexi-time or working from home arrangements
Recognition: Public/Private – be careful with this one: some people do not like being praised in public
Personal solutions – for example allowing an employee to alter their start and finish times on different days to cater for day-care or school drop-offs and pick-ups’
Intrinsic motivators – the challenge of doing a difficult task, doing interesting work

It’s critical therefore that line managers know what works for each employee. A Reinforcement Assessment is a great way to do this and can be done by the Manager and the staff member where they then sit and discuss similarities and differences in their responses.

If you would like to conduct a reinforcement assessment with your employees and don’t know where to start, contact Enable, we have an Organisational Change Management team who can step you through an impactful way to work with your staff.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

News

A little bit about Enable’s approach to OCM

February 2, 2020February 3, 2020
by Mark Galgsdies

The key to Enable’s OCM approach is in our name – Enable – we work with our clients to:

enable their staff to adapt to, and be upskilled in, the new ways of working generated by their ServiceNow solution
generate a commitment to the new ways of working (rather than compliance)

Our goal is to eliminate or mitigate challenges, pain points and risks and to engage with our clients’ stakeholders who will be impacted by the change by:

making them aware of the changes
helping them understand the goals of the change
influencing them toward supporting, becoming involved in, and committing to the changes

We work with our clients to ensure relevant staff receive the appropriate, timely and ‘fit-for-purpose’ communications and training they need to reduce ‘time-to-capability’.

Enable has experience in a number of OCM implementation methodologies, such as:

PROSCI’s ADKAR
IMA’s Accelerating Implementation Methodology (AIM)
PCI – People Centred Implementation
Lewin’s Change Management Model
Kübler-Ross Five Stage Model
Change Management Book of Knowledge (CMBOK)

We work with our clients in understanding if there is a pre-existing change management framework being used and work within that framework. If there isn’t, we can help our client design an adaptive OCM, adoption and training strategy that fits with their organisation and culture.

Do you need to speak to an OCM Specialist about your ServiceNow implementation, contact Enable today.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

This may not be breaking news to you…

but to us it’s still pretty special!

Product Line achievements

CSM and Enable

Don’t take our word for it

Now Community’s MVP class of 2020

Who is ServiceNow?

Enable and ServiceNow

Working with Enable

What Makes Enable Different?

Experience Matters

4 key questions to ask before your ServiceNow project starts

What typically causes changes to fail in our organisation?

2. What other projects, resources and organisational changes are there that will compete with this ServiceNow implementation?

3. Are we considering Organisational Readiness in the context of the company’s ServiceNow roadmap…do we even have a roadmap?

4. How do we break the habits formed over many years of working with the previous systems and processes?

Here are our top 7 ways to help change behaviour in your organisation.