Author: Nicole Bailey

Engagement Messenger for CSM in Quebec Release

March 3, 2021March 3, 2021
by Nicole Bailey

The Customer Service Portal that comes with ServiceNow Customer Service Management (CSM) is as great as it comes; it’s a feature-packed engagement portal ready for use by any customer who implements ServiceNow CSM.

However, as we’ve seen with a number of our recent implementations, several organisations already have an existing portal that is quite embedded in their systems as well as their customers. Hence, there is very little appetite to fully replace this (portal) and migrate into ServiceNow. This often leads to challenges in keeping a seamless customer experience, like initiating ServiceNow chat or perhaps raising a new case while outside of the ServiceNow Customer Service Portal. To solve this, customers had to look at options like doing a URL redirection, building custom APIs or dare I say it… iFrames!

Introducing Engagement Messenger

Engagement Messenger that came out in the Quebec release is something to be excited about. Engagement Messenger seamlessly extends the ServiceNow customer self-service experience to third-party portals.

- It provides an in-context experience on existing websites or mobile websites for customers to access services.
- It allows the integration of customer support capabilities via no or low code configuration.
- It goes beyond single widgets to provide a pre-packaged set of capabilities, empowering customers to resolve issues faster.

This means that ServiceNow customers can now manage the end-to-end user self-service experience in one central location (ServiceNow), and deploy that experience where it’s most convenient for their end-customers.

Are you interested in taking full advantage of these and other features available in the Quebec release? Enable Professional Services can help with our Fast Track Upgrade Package.

For 10k, Enable can get you to Quebec FAST through Enable’s Fast Track Upgrade Package.

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Pooja Singh – Lead Consultant, CASE

March 3, 2021March 3, 2021
by Nicole Bailey

Pooja is a skilled ServiceNow professional with 6 years’ experience at Deloitte, HCL and Enable Professional Services. She is part of the CASE team (Customer Advisory and Support by Enable) working with Ian White, the Head of CASE.

Pooja joined Enable whilst still studying her Masters and has achieved her ServiceNow CSA, CIS ITSM. More recently she has moved from part-time to full time to work with the CASE team supporting our customers in Melbourne and beyond, she mentioned she joined Enable “To learn and work on things I have never done before. I’m presented with exciting opportunities every other day that challenges my knowledge and pushes me to take a step further, giving me enough room to practice and apply my skills and become a jack of all trades.”

Pooja is inspired by the Eleanor Roosevelt quote

“If life were predictable, it would cease to be life and be without flavour”.

On the weekends you will find Pooja baking brownies and cakes, reading a book or hosting lunch for friends.

Follow Pooja on LinkedIn – https://www.linkedin.com/in/poojasingh8/

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All about Safe Workplace Apps

March 1, 2021March 2, 2021
by Nicole Bailey

ServiceNow releases a new version of the Now Platform twice per year, their latest release, titled Quebec, is now available. We are pleased to provide you with some highlights that are worth the wait.

All about Apps.
Readying the workplace with Safe Workplace applications:
From Vaccination management to workforce readiness, ServiceNow has thought of everything needed to safely return your employees back to the workplace.

As we start to transition back to the workplace, the Safe Workplace suite has a list of tools to help.

Workforce readiness: Personalize the return to workplace experience for your workforce with the Employee Travel Safety, Employee Readiness Surveys, and Employee Health Screening applications.
Workplace readiness Apps: Reopen the workplace with the Safe Workplace Dashboard, Workplace Safety Management, and Workplace PPE Inventory Management applications.
Vaccination Status: Track employee vaccinations to help with workforce planning and workplace readiness assessments.

Emergency Response Management applications.

A big focus of the Quebec release includes emergency response Apps that can help your organisation simply respond when emergencies do arise. Apps including emergency outreach to ease communications to your employees to response management helping state and local government agencies plan, coordinate, and activate their resources in critical locations during emergencies such as the COVID-19 pandemic or other events.

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Michael Steinhardt – Lead Consultant, CASE

February 24, 2021February 24, 2021
by Nicole Bailey

Michael Steinhardt is a detail-oriented ServiceNow professional with 11 years’ experience in IT with 6 in ServiceNow. He has significant experience in the Healthcare sector, previously focusing on implementing and enhancing custom apps in ServiceNow to meet unique customer requirements.

He recently joined the CASE team (Customer Advisory and Support by Enable) working with Ian White, the Head of CASE supporting our customers in Asia/Pacific and beyond.

Previous roles include Java Developer, ServiceNow Technical Consultant and Michael was also an English teacher in Japan. Michael originally joined Enable in a ServiceNow Consultant role and has recently moved to Lead Consultant for CASE working in our Brisbane office.

When asked why he joined Enable he commented:-

“I wanted to work with a company where everyone shares the same passion for high quality.”

Michael enjoyed Dan Brown’s book – Deception Point. The book is a mystery thriller that uncannily aligns with what could really happen in reality, Michael enjoyed the twists in the book and the challenging questions it raised.

He is most proud of being recognised by customers and colleagues as a person who pays great attention to detail with his work.

On the weekends you will find Michael spending time with his young family running after his baby daughter who has just learned to crawl.

Follow Michael on LinkedIn – https://www.linkedin.com/in/michaelsteinhardt/

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Get up to date on the Quebec Release

February 23, 2021March 2, 2021
by Nicole Bailey

Fast Track to Quebec for 10k

ServiceNow Quebec is here with exciting new features like Analytics Q&A, ITSM Workforce Optimisation, Project Management Collaboration with Teams/Slack and Advanced AI-powered search on Now Mobile!

For 10k, Enable can get you to Quebec FAST through Enable’s Fast Track Upgrade Package.

* condition apply

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Employees first in latest Quebec release

February 22, 2021March 3, 2021
by Nicole Bailey

HRSD enhancements & updates in Quebec release

With much anticipation for the Quebec release of the ServiceNow platform, we have been excited to read through the latest enhancements in anticipation of supporting our customers in upgrading to the latest platform. When it comes to HRSD there are a number of enhancements in Case Management and the Employee Service Center that are worth the wait.

Some of the high-level updates are listed below.

Case and Knowledge Management

Virtual Agent and NLU for HR Service Delivery

Duplicate and extend pre-built conversation flows
Expand your conversation library

HR Predictive Intelligence Workbench

Reduce manual effort by predicting the right assignment group for all HR cases

Machine learning solutions for HR Service Delivery

Help HR agent resolve the current case by displaying similar closed cases
Provide recommendations from closed cases or knowledge articles

Employee Relations Performance Analytics dashboard

Provide historical trends and data comparisons on Employee Relations cases

Employee Service Center

User Experience Analytics for HRSD

Visualize metrics and interactions
Identify areas of improvement

Alumni Service Centre

Stay connected with your company’s alumni

Campaign preview

Preview your campaign content prior to publication

Journey Accelerator

Create templates so that managers can develop, customise, and track important employee transition plans
Individual employees can quickly view, understand, update, and track transition tasks

Are you interested in taking full advantage of these and other features available in the Quebec release? Enable Professional Services can help with our Fast Track Upgrade Package.

For as little as $10k we can help prepare your HRSD platform for an upgrade to Quebec.

Download the brochure and register to speak to our ServiceNow specialists today to take advantage of our ‘Upgrade at Speed’ package, and see how you too can benefit from working with the most qualified, certified and capable Elite ServiceNow partner in the APJ region.

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ServiceNow’s Connected Operations Store release

February 19, 2021February 22, 2021
by Nicole Bailey

ServiceNow officially launched the February release of the Connected Operations solution via the ServiceNow Store today. ServiceNow’s Connected Operations solution brings IoT to the Now platform by allowing organisations to integrate their IoT sensor feeds into ServiceNow. This will allow you to analyse and act on the data that you are generating through IoT sensors and other connected devices.

We have been working closely with the ServiceNow team since April 2019 on getting Connected Operations ready for the market. Enable Professional Services is proud to be one of only three partners globally that participated in the early adoption program. We are the only partner in the Asia Pacific (APJ) region with the capabilities, experience and capacity to assist customers with the implementation of Connected Operations.

This version of Connected Operations will support ServiceNow’s Paris release and is available as a controlled release to customers. If you are interested in getting access to the solution, please reach out to your ServiceNow account executive or contact us to help facilitate the conversation.

We are also offering a complimentary 1-hour consultation session to discuss your Connected Operations and IoT strategy and how ServiceNow can support you on this journey.

For more information on Connected Operations and this latest release see the blog post on the ServiceNow community site. Enable Professional Service recently co-hosted a webinar with ServiceNow showcasing the solution that we have implemented at Dreamworld, a theme park based on the Gold Coast. If you are interested to learn more about Connected Operations or to take up the offer of the free consultation session, please click here.

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Henry Do – Lead Consultant, CASE

February 10, 2021February 11, 2021
by Nicole Bailey

Henry is a highly skilled team leader with 16 years’ experience and skills in IT, 15 years in a global travel and retail business, 1 year in global defence business. He joins the CASE team (Customer advisory and Support by Enable) working with Ian White, the Head of CASE supporting our customers in Brisbane and beyond.

Formally, Henry has worked for 12 years in IT including experience in Splunk, ITIL practices, Service Delivery, Web and DBA plus 6 years with ServiceNow.

His experience spans the full spectrum of IT functions including:

Enterprise Operations 2ic
Platform Owner
Service Delivery Manager
Project Manager and
Team Leader

Henry joined Enable as a Lead Consultant – CASE in our Brisbane office after meeting with the Senior Management team, he commented:-

“I’m excited at the opportunity to work with a highly skilled and industry-leading ServiceNow partner, a broad breadth of industries and businesses, and the chance to continue to pursue something I really enjoy at scale; helping businesses, teams and individuals work better and faster while having fun.”

Henry is inspired by the Louis Pasteur quote “Chance favours the prepared mind”. ‘It just aligns to how I approach my work, life and fishing. Thinking ahead, thinking about what could happen and having a plan or at least a consideration to any possibility allows me to comfortably do the best that I can’

He is most proud of being a finalist in ITSMF 2017 Project of the Year and on the weekends you will find Henry hanging with his young family out fishing anywhere and everywhere.

Follow Henry on LinkedIn – https://www.linkedin.com/in/henry-do-62a26729/

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IN THE NEWS – Enable Professional Services launches ServiceNow-based…

January 31, 2021January 31, 2021
by Nicole Bailey

Adelaide-based ServiceNow specialist Enable Professional Services has launched a new platform for its telco partners.

Called Dynamic Catalog, the ServiceNow-based platform aims to provide telcos and other business-to-business (B2B) customers a consumer-like experience to tailor products based on their customer’s needs.

Dynamic Catalog extends ServiceNow’s out-of-the-box Customer Service Management Security Model to provide the ability to tailor the offerings.

The platform helps customers improve workflow by reducing time spent online, removing manual steps, and reducing the cost of operations for both front and back office.

“The Dynamic Catalog leverages ServiceNow’s new Telecommunications Service Management module and is designed to complement the Order Management Functionality”,

Enable practice director for telecommunications Nidhin Jacob said.

“Organisations using this solution have seen over 20 percent improvement in the time and effort to release a new product.”

SOURCE: CRN, LINK

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PRESS RELEASE – Enable announces Dynamic Catalog

January 28, 2021January 28, 2021
by Nicole Bailey

Enable Professional Services announces Dynamic Catalog with ServiceNow to provide B2B customers with consumer-like experiences

Sydney, Australia — 28th January 2021 — Enable Professional Services today announced Dynamic Catalog, a telecommunication industry solution, to provide B2B customers with a consumer-like experience. As part of the ServiceNow Partner Industry Solution Program, the Dynamic Catalog extends ServiceNow’s out-of-the-box Customer Service Management Security Model and provides Telco business customers the ability to tailor products and offers based on their customers’ profiles. The solution is now available on the ServiceNow Industry Partner Solutions Showcase.

For a Telco customer, dynamic catalog can improve workflow by reducing time spent online, removing manual steps, and reducing the cost of operations for both front and back office.

The solution can enhance customer experience, reduce maintenance costs and increase the velocity of sales by deploying customer-aware service catalogs.

Enable Professional Services’s continued success comes from our focus on achieving customer success and working with businesses to do things they’ve never done before.

“The Dynamic Catalog leverages ServiceNow’s new Telecommunications Service Management module and is designed to compliment the Order Management Functionality”, said Nidhin Jacob, Enable’s Practice Director for Telecommunications. “Organisations using this solution have seen over 20% improvement in the time and effort to release a new product.”

ServiceNow Industry Partner Solutions extend ServiceNow’s capabilities to deliver industry-specific apps and services that are tailored to customers’ unique digital transformation needs.

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MORE ABOUT ENABLE PROFESSIONAL SERVICES

Enable is a pure-play ServiceNow consultancy—100% dedicated to the delivery of ServiceNow advisory, consulting and delivery services. With more than 250 consultants in our ServiceNow practice, we’re the most qualified, certified and capable ServiceNow partner in the APJ region.

We’ve been recognised as ServiceNow’s Global Services Excellence Partner of the Year and 2020 APJ Elite Partner of the Year. And our fast growth has been highlighted by our 3 time CRN Fast50 achievements in 2017, 2018, 2019.

Our focus is enterprise service management, and we have deep knowledge of and experience in digital and business transformation. Enable has dedicated practices in Customer Service Experience, IT Transformation, Employee Service Experience and Integrated Risk Management. We also have Innovation and Organisational Change Management practices that are intrinsic to everything we do. Our Principal Consultants and consulting and delivery team bring many years of experience and innovation across all ServiceNow modules, including HR, GRC, SecOps, CSM, ITOM, ITBM and ITSM.

Headquartered in Australia, we have offices in Melbourne, Sydney, Adelaide, Perth and Brisbane, plus centres of excellence (with development teams) in Noida and Bangalore, India. We cover the south and north Asia markets through our offices in Singapore, Hong Kong, Thailand and Malaysia

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Contact for further information:

Enable
Nidhin Jacob
+61 424 767 931
or nidhin.j@enableps.com

If you are interested in knowing more about Enables Dynamic Catalog solution