Author: Nicole Bailey

Regulatory compliance for international businesses

November 19, 2020November 20, 2020
by Nicole Bailey

For companies based in Australia with offices in Asia and beyond or for organisations with plans to move or expand into new territories, understanding the local regulatory landscape and ensuring your organisation remains compliant in all areas, is optimal. Enable’s Integrated Risk and Compliance Practice, led by Andre van der Merwe, has been innovating again, this time with ServiceNow and LexisNexis, providing international regulatory content.

With the collaboration between Enable, Lexis Nexis and ServiceNow you will see this new innovation in action and how we can help you navigate your regulatory compliance journey, leveraging industry-leading international content from LexisNexis.

An invitation to attend the “International Content’ launch presentation

In Collaboration with Lexis Nexis and ServiceNow Enable will co-present an informative webinar on the newly released international content. LexisNexis AU provides easy access to comprehensive and affordable international legal information, including content from the countries including but not limited to China, Hong Kong, South Africa, Malaysia, Singapore and India.

As we settle into the new normal, we see many companies like yours eager to accelerate their regulatory compliance journey, no matter where their offices are based around the globe.

In collaboration with LexisNexis and ServiceNow, Enable will co-present an informative webinar on the newly released international content. LexisNexis AU provides easy access to comprehensive and affordable international legal information, including content from the countries including but not limited to China, Hong Kong, South Africa, Malaysia, Singapore and India.

This 1-hour webinar will demonstrate the power of the LexisNexis content in use of the ServiceNow Platform.

Tuesday 8th December

Time: 12pm AEDT

News

Sunny Lin Jiang – Consulting Practice Director, ESx

October 19, 2020October 19, 2020
by Nicole Bailey

Even since Y2K, Sunny Lin Jiang has been working in the ServiceNow and IT industry, with 20 years’ experience in industries such as Financial Services, Resources & Energy, Mining, Utilities, Telco & High Tech, Consumer Goods & Retail, Public Sector.

Sunny’s previous senior roles include being the HR Transformation Consulting Practice Lead at Accenture and a Principle Partner of Human Capital Consulting at Deloitte. She brings such wealth of experience to Enable Professional Services to guide the Employee Service Experience practice to success.

She is described as a “thought leader, delivering outcomes and focused on people” by her colleagues.

Sunny was recognised as the Most Connected & Sought After People Leader and Career Coach, Youth Mentor, an achievement she is very proud of.

Her experience spans the full spectrum of HR Transformation including:

– HR Strategy
– Operating Model Design & Implementation
– Workforce Strategy & Planning
– Digital HR Transformation

Sunny recently joined Enable to be part of the driving force of Enable’s next chapter of growth. “I wanted to do things that I’ve never done before”. Enable’s vision is creating opportunities for our team and customers to do things they’ve never done before, so it seems like a perfect match.

Sunny is inspired by a book titled: Lenny’s Book of Everything.

“It’s heartbreaking and also very heart-warming.”

On the weekends you will find Sunny catching up with friends, perhaps enjoying a little gardening with her neighbours, reading books or exploring new places with my family.

Follow Sunny on Linkedin – https://www.linkedin.com/in/sunny-lin-jiang/

Awards

Enable wins the Employer of Choice for 2020

October 8, 2020October 8, 2020
by Nicole Bailey

Enable Professional Services has been recognised as an Employer of Choice in The Australian Business Awards 2020. Now in their fifteenth year, The Australian Business Awards (ABA) are an annual all-encompassing awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of comprehensive award categories. The Australian Business Award for Employer of Choice (EOC) recognises organisations that develop workplaces that maximise the full potential of their workforce through established policies and practices which demonstrate effective employee recruitment, engagement and retention.

Rachel Sparkes, Head of People and Culture says the award provides recognition of the organisations ability to turn the idea of a ‘people-first culture’ into a successful reality.

Every decision we make is tied to our vision and our people-first culture. Our people are our business. Just like user-centred design in software development we consult and consider the employee experience when designing all people programs, polices and platforms at Enable.

We also created a north star, ‘The Enable Way’ to be our guiding principles on ‘how we do things around here’. They are the commitments the company has to our Enablers, how we agree to behave with each other and customers, as well as how we all contribute to creating the atmosphere at work.

The Enable Way is part of our everyday vernacular with the vision, mission, and values playing lead roles in on-boarding, internal communications, career development, performance appraisals, leadership development and town halls. Something that has been crucial for our disparate technical workforce across 5 countries and even more important as we moved our entire workforce online within days and continued to deliver 100% virtual ‘people programs’ during COVID-19.

“ Winning this award is a testament to putting people at the heart of everything we do at Enable.”

Entrant organisations are required to demonstrate their achievements across the key areas of Organisational Culture; Leadership & Strategy; Employee Education, Training & Development; Employee Health, Safety & Satisfaction; Performance Management; Recognition & Remuneration.

“Fifty-four organisations have been selected in this year’s ABA Employer of Choice Awards. These organisations have demonstrated adaptability in the workplace by utilising flexible and new ways of working and learning,” said Ms Tara Johnston, Program Director.

“The landscape of the workplace environment has changed rapidly as technology has gained momentum, coinciding with businesses navigating a broad range of interrelated issues from the impact of the current challenges facing the global economy. The ability to work from anywhere, combined with the advances in connectivity tools makes us geographically neutral.

“Leading organisations have begun to implement an entirely new working environment that breaks down communication barriers, positioning organisations to harness the talent within their organisation, transform the employee experience and position businesses to be more resilient,” Ms Johnston added.

Organisational participation includes private companies, public companies, multi-national subsidiaries, non-government organisations, educational institutions, government departments, government agencies, local government and statutory bodies operating in Australia.

For more information on The Australian Business Awards and the 2020 EOC® Winners, visit employerofchoiceawards.com.au

Resources

Win-Win in Paris

September 23, 2020October 8, 2020
by Nicole Bailey

Good News!

With ServiceNow’s latest release, Paris, ServiceNow has created win-win capabilities for your organisation and employees.

This pandemic has created new challenges for all rogansationa, and requires a industry shift to adapt.

Paris is launched with 6 new products to help organisations platform adoption strategy. Let’s have a quick overview, what is new…

Business Continuity Management:
Under the Governance, Risk & Compliance (GRC) offering, this business continuity product ensures identification of recovery time against the appropriate disaster recovery plans configured in the system. Furthermore, prepare your teams with simulated and actual crisis events to avoid D-Day surprises and confusions.
Financial Services Operations:
Improving customer handling time and providing financial transparency in the context of refunds, claims, and automated payment collection from customers or third-party banks. Never miss a dollar!
Hardware Asset Management:
Uplifting the CMDB multiple discovery data sources capability, it is a great leap complimenting and synthesizing the hardware/software inventory lifecycle. Ensuring that leadership has better visibility on asset utilization in the SaaS, PaaS, and IaaS.
Legal Service Delivery:
We could not agree more that Legal work is so detail and eye to content. A platform enrichment to increase productivity at the business pace and elimination of manual work is more than welcome. The legal serf-serve portal provides 24×7 access to the information. Bring spreadsheet and paper-based solution, if required tailor-made to an organization needs, onto the one platform. Legal reporting and dashboards on the same platform ensure better decision making.
Telecommunications Service Management:
Reduction in the incoming calls is every help desk agent wishes, and this product envisions the reduction which in return ensures customer loyalty. Right time when online work and call pressure has increased.
Telecommunications Network Performance Management:
Removal of data silo between customer service and network to expedite the network issue resolution. Thus, reducing the operational cost improves the meantime to resolve and customer Net Promoter Score

In this season, good news should not end that soon, Right?

Let’s have a second overview of few cool enhancements which are packaged in this Paris release.

HRSD campaign builder:
Keeping non-technical HR teams in mind, this cool feature with drag and drop user interface enables them to create campaigns from NOW platform.

NOW intelligence for HR Service delivery:
Again, in alignment with the current COVID situation where a spike in HR CASE is increasing strain on the HR teams this Machine Learning to route the CASE appropriately is a boon.

Vulnerability & Assignment Recommendation:
As the name suggests, it helps to identify the most appropriate teams for each vulnerability. No surprise, again Machine Learning is the core of this capability.

Field Service Contractor Management:
Empowering businesses to manage work assigned to third-parties to enhance the overall collaboration between field service organizations and their contractors.

At a pinnacle of excitement, it will be an injustice if we do not mention the ServiceNow acquiring Sweagle, a CMDB pioneer.

On June 22, 2020, when we read this news, we could foresee a revolution coming to the CMDB processes and/or methodologies especially to ITOM / DevOps offerings.

Let’s have a quick overview of what does that means under the NOW hood.

Service Graph Connector Program:
As ServiceNow CMDB is the fortitude to the one architecture framework within an organization. The announcement of this program is a step closer to the better management of the Customer’s digital Lifecycle. Leveraging this program many third-party tools that businesses rely on today on its delivery can directly integrate with ServiceNow to increase data quality and reliability.

ServiceNow Service Graph Connectors:
There are pre-built connectors that facilitate the integration between 3rd party tool and ServiceNow Service Graph. Leverage the new reconciliation engine which is ServiceNow Common Service Data Model (CSDM) compliant. Thus, gone are the days of point-to-point hard code development and maintenance of integrations.

Before we wrap up, keeping the heartbeat developers in mind, a quick overview of what we will not see any longer in ServiceNow.

DevOps & Event Management dashboard
Service Portal Social Q&A widget

Author:
Bharat Rajora
Delivery Principal

News

Ready to work, ready the workplace

September 16, 2020October 8, 2020
by Nicole Bailey

Amid a global pandemic, there is no playbook that HR and OHS professionals can use to ensure the safety and smooth transition back to the workplace.

ServiceNow, a company that develops cloud computing platform to help companies manage digital workflows for enterprise operations, who are also recognised for innovation are innovating again, this time ServiceNow has created a number of apps this year, to assist organisations so they can best manage their employee’s safe return to the workplace. With the Safe workplace suite, your orgnaisation can get a complete view of your readiness to reopen with the ServiceNow® Safe Workplace Dashboard. Provide a safe, employee-ready workplace with the ServiceNow® Safe Workplace app suite. Including Contact Tracing. Consumerize HR Services. Manage Employee Health.

Organisations must plan for workforce and workplace readiness:

The traditional office and desktop workplace will likely change as a result of COVID-19
Many employees will expect to work how, where and when they want
Employers will expect them to stay productive
Organisational agility is accelerating digital transformation
The need for business functions to work together has never been more important

The Safe Workplace suite helps you manage essential needs and services for reopening and returning your organisation to a new normal. Your organisation can simplify the complex workflows involved with returning to the workplace:

Contact Tracing

Identify and respond to employee exposure risk with data-driven contact tracing.

App to maintain a safe back to work program

Workplace Safety Management

Create a safe return process with distancing floorplans, automated cleaning tasks, and self-service reservations.

App to support safe business travel for employees

Employee Travel Safety

Pre-authorize business travel for employees based on the safety status of the destination.

App to survey if employees are ready to return to work

Employee Readiness Surveys

Gauge readiness to return to the workplace and address employee safety concerns.

Employee Health Screening

Verify employees meet workplace entry requirements through onsite screening or mobile self-service.

App to manage PPE supply as employees return to work

Workplace PPE Inventory Management

Manage your PPE inventory across locations and facilities to meet the physical safety needs of your workforce.

Quickly assess your ability to reopen

Get a complete view of your readiness to reopen sites with the Safe Workplace Dashboard. The dashboard displays data from the Safe Workplace apps so you can quickly evaluate your current state.

Manage your response from end to end

Respond quickly and with purpose in challenging times. Put technology to work with connected workflows that extend your response capabilities.

Prepare for your return to the workplace with apps that enable workforce and workplace readiness—available by subscription in a single suite.

Contact your Enable Customer Success Manager to arrange a Demo, or head to our Registration page to register for a demo.

Awards

Not 1 but 3 Masters

September 10, 2020September 11, 2020
by Nicole Bailey

Yesterday we heard some wonderful news, we can now proudly say that we have not one but three Certified Master Architects working as our colleagues here at Enable Professional Services.

As a people-first values-driven company, seeing these three posts come through via our company whats-app channel was thrilling. Not because we are proud to support our colleagues as they achieve the top certification in this elite program, nor the fact that all three of our Enablers who started the program have completed the program, nor that we are the only partner with THREE Certified Master Architects in the Asia Pacific region; but mostly because the Enablers, Jake Gillespie, Sachin Bhasin and Lokendar Singh are living our vision. Our vision is to create opportunities for our customers and teams to do things they have never done before.

Congratulations once again to all our newly credited ‘Certified Master Architects’.

“While the program has at times been challenging, it was equally as rewarding and one of the most satisfying experiences I’ve had the privilege of enduring.”

Jake Gillespie
Queensland
LinkedIn Profile

“ The journey of this program takes us through several aspects of the platform and customer conversations, that we generally aren’t aware. Strongly recommended for consultants that are looking to take there consulting skills to next-level”

Sachin Bhasin
Singapore
Linkedin Profile

“Look forward to working towards taking this achievement to the next level to support more ServiceNow community.”

Lokendar Singh
Melbourne
Linkedin Profile

ABOUT THE CERTIFIED MASTER ARCHITECT PROGRAM:

ServiceNow has created a new “elite” program, to train and certify specialists, way above the “Implementation Specialist” level.

This is a six-month program, including 2 weeks of on-site training, and 4-6 hours per week of live webinars! This program is currently only offered to registered implementation partners and internal customer-facing ServiceNow consultants.

A typical participant is expected to be a veteran leader in the ServiceNow field, having successfully delivered many large, complex, global multi-product projects on the ServiceNow platform. They are required to have a special blend of technical expertise and soft skills in sales conversations and also post-sales deliver domains allowing them to manage and communicate best practice advice and guidance with customers.

The curious may have a look at the CMA FAQ. For the full program breakdown head to Shiva Thomas’ post on the ServiceNow community page

Resources

TLS 1.2 in ServiceNow

August 26, 2020October 8, 2020
by Nicole Bailey

All you should know about TLS 1.2 and how ServiceNow is moving to it.

Web encryption is changing, and so is the ServiceNow security best practice around privacy and data integrity. Now in Oct 2019, ServiceNow has also decided to retire1.0 and 1.1 and intends to move all its customers to TLS 1.2. This article will enable you to understand all about TLS and upcoming changes, which may impact integrations.

Wondering what TLS is?

“Transport Layer Security” is the protocol that allows the handshake of your laptops/smartphones and then to communicate your sensitive information securely over the internet.

How ServiceNow use TLS?

Anytime users/customers try to access ServiceNow from devices within seconds, this is what is happening to establish a secure session between users and ServiceNow Instance. For example, below lock sign in the URL confirms that the secure session has been established securely between customer and ServiceNow instance.

What if I change the SSL certificate and not worry about the ServiceNow TLS change?

Certificate & Protocols are two different things, and Certificates are not dependent on protocols. SSL certificate only handles incoming traffic to the server and will not protect any calls that the server may make to other services.

What is the impact? If I don’t upgrade my integrations?

Any legacy services that currently rely on TLS 1.1 or older versions will no longer be available. If there are custom legacy integrations or customer is using an old browser, then there is a significant impact.

Finally, how do I prepare myself for this change

ServiceNow (Global Technical Support group) is contacting its customers that are using TLS1.0 or 1.1 and letting them aware of the change. Also, ServiceNow has published the Knowledge article: KB0746078

Written by –
Bharat Rajora
DELIVERY PRINCIPAL
LINKEDIN: https://www.linkedin.com/in/bharatrajora/

Awards

and the winners are…

August 25, 2020October 8, 2020
by Nicole Bailey

Each year, Enable hosts a conference in India and Australia with the intention to celebrate the year that was and prepare for the year to come.

Our conference this year was a big thank you to all Enablers!

We’ve seen magnificent efforts from our team in 2019-20, and our conference recognised and awarded the peak of that performance, leadership and project brilliance.

This year the global pandemic would not stand in the way of us creating an opportunity to connect with our vision and learn from our leaders, albeit virtually. This year instead of a multi-day event in a central location, we created a virtual program over three weeks, geared to be enjoyed by all Enablers in any time zone they live in. On Friday the 21st August, we hosted our first-ever global conference Opening Ceremony inviting all 250 Enablers from 5 countries to attend.

With Welcomes and updates from Bruce Hara, Enables CEO, we enjoyed a presentation that informed us about the Three week-long Conference content and just how the company would move towards the future. The opening ceremony was full of rich colour with our attendees showing off with pride the flags of the countries they represent.

AWARDS NIGHT

However, the highlight of the evening was the Enable Annual Awards

We’ve seen magnificent efforts from our team in 2019-20, and our conference recognised and awarded the peak of that performance, leadership and project brilliance. this year we presented 7 awards Enabler of the Year India
Enabler of the Year ASEAN
Enabler of the Year Hong Kong
Enabler of the Year Australia
Leader of the Year
Region of the Year
Engagement of the Year

Region of the year

Enabler of the year awards winners…

Leader of the year –

three-way tie

Engagement of the Year

Resources

eBonding Integration Between ServiceNow Instance

July 16, 2020July 27, 2020
by Nicole Bailey

What is eBonding?

With respect to ServiceNow, eBonding means the creation of bi-directional integration across ServiceNow applications.

Benefits:

The main benefit of an eBonded solutions is that they typically provide a “synchronised” exchange. This means that data is shared automatically and two applications will always have matching data. This can reduce the amount of manual intervention normally required to sync the systems.

Key Feature:

Automation and simplification are the keys to improving efficiency and saving both time and money. eBonding helps in this by simplifying an array of tasks and keep the required system in sync to deliver requests efficiently.

Capability:

ServiceNow out of the box (OOB) capability provides setting up of two eBonded systems using Integration Hub. It uses common integration patterns to synchronise incidents across different ServiceNow instances.

Availability out of the box OOB:

ServiceNow eBonding spokes provide out of the box actions which helps in the synchronisation:

Create Remote Incident action
Lookup Remote Incident action
Update Remote Incident action

Pre-Requisites

In order to have eBonding in place, a HTTP connection record should be created by providing the credential for authentication and details of the URL to be connected.

Subscription:

**The ServiceNow eBonding spoke is included by default in your instance and doesn’t require an Integration Hub or Orchestration subscription.

Written by:

Avinash Kumar Sharma

Senior Technical Consultant

Learn more about Avinash – follow on LinkedIn – https://www.linkedin.com/in/avinash-kumar-sharma-378a9466/

Uncategorized

Creating custom Scoped App via Studio

July 1, 2020October 8, 2020
by Nicole Bailey

Scoped App Vs Global App

Scoped applications are sandboxed into their own application, thereby heavily restricting their ability to cause any performance issues to other running applications.

In the past with a global application, you could write some bad code which could also impact other processes because you can reference the, for example, the incident table and cause major issues to other processes. With scoped applications, they are much more restricted and are therefore considered safer to install on an existing instance with virtually no chance of any side effects to other existing applications.

They are also more secure in terms of who can access them, for instance, the new Scoped HR Application is locked down in order for HR only users to be able to access HR Data, not even admin can access the scoped application.

Steps to create a custom app

1. Go to STUDIO >> Create Application