Author: Nicole Bailey


and the winners are…

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.



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


Phishing affects everyone

How do you gain visibility across the current state of your infrastructure, asset and applications to avoid security risks and vulnerabilities?

How do you automate workflows across IT and security teams, and reduce spend?

Most importantly how do you avoid making head lines

In today’s digital age, IT organisations juggle an explosion of data, multiple tech stacks, and the need to keep services secure and available – all at a manageable level of cost and risk. Some organisations, councils and enterprise-level businesses have not managed this effectively and made headlines due to lack of security or phishing or malware attacks, a scenario that is totally avoidable with the right technology partner.

Sign up for a Free Business Value Assessment to see if your organisation is at risk of phishing or malware attacks.

ServiceNow enables complete visibility across infrastructure, applications, vulnerabilities, and risks—and automates frictionless digital workflows for prioritisation and remediation across IT, security, and risk organisations. Customers can operate high-performing services while mitigating risk and reducing spend on resources, cloud usage, and software licenses.

Your organisation may be experiencing:

~ Risk of audit failures, compliance issues, limited governance, and limited ability to assess security and risk posture. This may be due to limited visibility and siloed data

~ Manual processes to connect data silos. Business impact due to service degradation and outages, slow response, and long MTTR

~ Limited governance, manual processes, poor cost management


With the help of Service now, we can help you:-

~ Understand the operational state, risk exposure, and complete impact of making a change by mapping your business services to infrastructure, applications, vulnerabilities, and threats

~ Eliminate event noise, prioritise alerts, gain insights, identify root causes, and automate remediation using AIOps

~ Drive automation and workflows leveraging actionable insights

~ Optimise software spend, mitigate license risk and workflow software data cross-functionally with a single data model

~ Drive governance, compliance, and better cost management by utilising data across the platform

~ Work to avoid phishing or malware attacks


With ServiceNow, you can…

gain complete visibility across the current state of your infrastructure, applications, vulnerabilities, threats, and risks to take action with certainty. Operate high-performing services while reducing operational spend on resources, cloud usage, and software licenses. Unify and automate frictionless digital workflows across IT, security, and risk organisations to prioritize and remediate efficiently. Increase productivity by automatically identifying and resolving issues, while also reducing the negative business impacts of unplanned, non-strategic work.

Implemented by Enable Professional Services, Powered by ServiceNow

Sign up for a Free Business Value Assessment here


eBonding Integration Between ServiceNow Instance

What is eBonding?

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


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.


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:

  1. Create Remote Incident action
  2. Lookup Remote Incident action
  3. Update Remote Incident action


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.


**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 –



Creating custom Scoped App via Studio

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



2. To create your custom application, you need to provide:

a. Application Name
b. Description
c. Logo (not mandatory)

d. Any custom role if needed

e. Formats for the application

f. Tables you would want to use for the app.



Click on “Done with apps” and wohoooo. you are done with your first application!


Written by –

Sarfraz Nawaz
Senior ServiceNow Consultant
Tribe – ITSM

Follow Sarfraz on LinkedIn –


Maintaining a sense of connection, wellness and fun

As Australia starts to see the light at the end of the COVID tunnel, we are slowly starting to enjoy the lifting of restrictions that have had a huge impact on our working world. The term ‘new normal’ has been used heavily over the last 10 weeks as we moved from offices to homes to keep our staff and our community safe. As we planning the slow transition back to the office in some of our regions in the coming months, and it’s given us time to reflect on how we were able to keep connection a priority during this time.

We are a global team and work seamlessly no matter our geography. Being a technology business, were able to adjust quickly to the way of working.  Our consultants continued to focus on or customers’ needs by achieving project success without skipping a beat, continuing to celebrate successful project “go lives” and welcome new customers on their own ServiceNow journey.

We also learned that being 100% online did not mean we needed to lose connection – and at Enable, we really know how to have fun! Over the last 10 weeks, we have enjoyed an excess of fun online social activities with our colleagues that have focused on learning about each other, supporting each other and ensuring we are all well and healthy : from Friday night pub quizzes to virtual cooking classes. Here are some of the ways we have maintained a sense of connection, wellness and fun with our colleagues and customers during COVID-19:



Virtual Cooking Classes

Sydney Team Challenge / Roti Making Melbourne classFrom Master Chef-style cooking challenges to roti making classes, our Melbourne and Sydney teams learned some new skills and enjoyed so iso cooking together.

Enable Pub Friday

Each Friday we enjoyed a well-deserved drink together, virtually of course. We also participated in a brilliant general knowledge quiz. Hosted by Bruce Hara, Enable CEO questions written by his two super smart children. An invitation was extended to some of our customers and ServiceNow representatives to join in on all the fun.

15 Minute Magic Time

Enable’s Head of Delivery, Davina Simpson, created an amazing initiative where all 250 Enablers get to meet a colleague from another location. 15 Minute Magic Time randomly selects two Enablers each week to meet online and get to know their colleagues, where ever they are in the world.

Zoom Filters/Fancy Friday

Some of our colleagues let their creativity fly, finding fun ways to add filters their video ( Snap Filter Link) and turn their own video into a potato, a pickle, an Elf King or a unicorn. Others joined Friday night pubs in a full tux to bring a little class to the evening.

Launched LinkedIn Learn

While we are all working hard, the Head of People and Culture, Rachel Sparkes, proudly launched our new arm in our training tool kit. Launching LinkedIn learn to our Enablers to develop their soft skills

Album Challenge

A challenge was thrown down by our Head of CASE, Ian White, to recreate album covers of their favourite musician. The Friday night presentation was met with hysterical laughter as we enjoyed the creative pursuits of our colleagues.


Fitness Friday session

As most of us live in capital cities, our usual commute to work is via public transport while we have a little more time available we may not be getting in as much exercise as we did pre COVID-19- the Melbourne, Sydney and Brisbane teams encouraged each other to keep moving by hosting fitness sessions and team meetings while out walking.

Hackathon Challenges

Participation in Hackathons in collaboration with key customers x 3

Not one, not two but three Hackathons, our teams participated in the ACS Hackathon and had two team submission to ServiceNow’s Social Good Hackathon.

As we safely start to transition back to our offices, we are excited about connecting with other Enablers IRL (in real life).



IN THE NEWS – Partner Spotlight

When Bruce Hara launched Enable in 2014, the Australian tech entrepreneur’s goal was to bring consumer-grade software experiences to the workplace.

It wasn’t until he hired his first employee, Josh Bateson, who suggested they partner with ServiceNow to help propel the new business, that he realized the power of the Now Platform. Today Enable is a valued ServiceNow partner that helps organizations throughout the Asia-Pacific region achieve their digital transformation goals.

Based in Sydney, Enable has offices across Australia and in Singapore, Hong Kong and Thailand. They also have delivery teams in India, operating out of facilities in Bangalore and Noida. Enable was recently honored as ServiceNow’s APJ Elite Partner of the Year for 2020.

Enable has about 200 customers. The firm has a strong presence in telecommunications, banking and insurance, the energy sector, and the public sector, where it works with state and federal governments across Australia, Singapore and Hong Kong. Hara’s team helps clients in functions ranging from customer service and human resources, to governance risk and compliance, and security. They also have strong capability in IT Service and Operations Management, having been ServiceNow’s 2019 APJ IT Workflow Partner of the Year.

We called Hara to learn how Enable has managed through the COVID-19 pandemic, and to get his take on business conditions in the region. Below are edited excerpts from our conversation.

Person drinking coffee

How is your business holding up during this crisis?

We’ve held up very well across all our offices. It’s been a significant challenge, but I’m incredibly proud of our team. We’re fortunate that we’re an organization that lives and breathes digital transformation. So, our teams already had the ability to work from anywhere. Since the pandemic began, we’ve done everything remotely, from kicking off new projects to celebrating ‘go lives’ with customers.

It’s been a perfect showcase of our methodology, The Enable Way, which we use to deliver projects and engage our customers. At Enable, we’ve shown customers how remote working can be responsive, collaborative, innovative and highly successful. We’ve enjoyed this collaboration with our customers and setting up success in the new ‘normal’ for us all.

What about your customers?

Very noticeable has been the starkly different abilities of businesses and government departments that have been progressive in their digital transformation, compared with those that haven’t. This difference is not simply about the ability to function remotely, but the ability to thrive remotely. It is the ability to access everything you need via mobile devices, regardless of your function, seniority or geography. To know your work platforms are accessible from anywhere, and secure. To know your staff can breathe a little easier, because they’re set up for success. To know your customers can still rely on the services and products that you provide them.

We partner with many of Australia’s state government departments of education. It’s been inspiring to see how they’ve adapted and successfully provided infrastructure and services enabling thousands of schools to deliver education remotely throughout the pandemic. Government departments that have invested in digital platforms like ServiceNow have reaped the benefits of their progressive decision making. As a result, they have more time and energy to focus on their mission and supporting citizen services.

Another positive show of intent is our large enterprise customers prioritizing their ongoing digital transformation throughout the pandemic. We’ve closed multiple A$1 million plus deals over the past three months with financial services, energy, transport, property and telecommunications businesses. These projects are across the Now Platform, including CSM, GRC, Security Operations, HR and IT workflows.


What are the biggest growth areas for Enable right now? 

As a pureplay ServiceNow partner, we’re more excited than ever about the growth and maturity of the platform. We’re complementing our award winning ServiceNow capability and certifications with advisory and industry specific solutions for telecommunications, financial services, energy and utilities, as well as the public sector. Bill McDermott’s statement about ServiceNow being the “platform of platforms” aligns with the opportunity that we strive to create for our customers. For them, there is tremendous opportunity to improve service management across their enterprise, continually improving the service experience and efficiency for their staff and customers.

Our role is to advise and enable our customers to get there quickly and achieve the enormous value associated with digital transformation. We’re doubling down on our platform capability, growing our practices and teams dedicated to CSM, GRC and HR. We’re investing further in our IT consulting capability, specifically IT Operations Management and the business value that can be created via the common service data model (CSDM). Our customers are telling us that our advisory services dedicated to their sectors, along with our experienced ServiceNow practices and capability, make us a one-stop shop for their ServiceNow roadmap.

We’re also making it easier for our customers to stay ahead of the game with their investment in ServiceNow, via our subscription offering: Customer Advisory and Support by Enable, or CASE. Right now, organisations need to be agile. They need ways to deliver their services while managing costs. They need pragmatism and flexibility from their consulting partners. Our CASE offering provides that assistance, from advice and road mapping, to project work, to mentoring, training and even capability building. Essentially, it’s what you need when you need it. At the same time, a range of CASE entitlements keep a customer’s ServiceNow platform secure, healthy and upgraded.


How do mobile platforms play into your strategy? 

100% of our projects have an embedded mobile strategy. In every industry, whether it’s B2B or B2C or the public sector, it’s imperative to provide services to customers, employees and citizens via an easily accessible platform. In the age of being able to work from anywhere, staff and customers should be able to trigger requests and workflows that extend through an organization’s back end to be resolved.

It’s not necessarily about an organization being able to provide its full offering on a mobile platform. Pragmatism should override perfection. We aim to get minimum viable products to market that are secure and useful, and then continuously improve them based on customer and user feedback.


What have you heard from your customers about how business will change after the pandemic?

We’re consistently hearing from executives that they are prioritizing the ability of their staff to operate remotely on a moment’s notice. Accepting a remote workforce means you can access the best talent wherever they may be. I think smart CEOs are going to be rethinking how they orchestrate virtual workforces to get the best outcomes for employees, customers and shareholders.

The pandemic will disrupt traditional industries beyond what was already happening. Will we still need all that corporate office space? Will central business districts ever be as busy and bustling? What about the public infrastructure and transport that supports them?

Also, globalization led workplaces to spend huge amounts on travel for meetings and conferences. I think there’s likely going to be some new thinking around that spend as well. How we’re now working will, at least in part, be the way we work ongoing. That is, a lot of people can work from anywhere, at flexible times, in outcome-driven ways. Success is all about what a person does and how well they do it.


Are you hiring nowadays? What’s your sense of the IT market in your region? 

We’ve continued to hire and grow our team during the pandemic. First and foremost, we’re an organization that works with customers on their digital transformation, in ways that uphold their business priorities. So, we need people who can engage and consult with customers at all levels. As a dedicated ServiceNow partner, we’re also on the lookout for talented developers and architects with deep platform knowledge and strong technical capabilities.


What are your key learnings from the pandemic? 

Companies with great cultures and trust in their people, partners and processes can do amazing things in a very short space of time.

Pragmatism and a focus on continual improvement crushes the idea of perfection every time. Let’s remember this as we continue collaborating and innovating post pandemic.

Digital transformation, when delivered in concert with a focus on assisting people is the biggest opportunity of our time.


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