Virtual Agent on Quebec

March 15, 2021April 6, 2021
by Alikutty Karupamveetil

Our 2021 ServiceNow Now Community MVP Alikutty Karupamveetil has been busy preparing some practical tools for ServiceNow developers. He has recorded a video on Virtual Agent in Quebec.

The video is on the action utility in the Virtual Agent which is a new feature from the ServiceNow Quebec release. It allows seamless integration of virtual agent topics with any spoke available in the integration hub.

The video covers:
– Configuring a VA topic to use the new action utility from the Quebec release
– Setup Slack Webhooks for connecting virtual agent to a Slack channel via iHub
– Explains about an existing issue with OOB Actions connecting with external APIs

https://lnkd.in/dgY4-M5

For more informative videos, subscribe to Alikutty’s channel – https://lnkd.in/dwmCgCr

Or check out his Community Profile for more.

News

Engagement Messenger for CSM in Quebec Release

March 3, 2021March 18, 2021
by Nicole Bailey

The customer service portal that comes out of the box with ServiceNow Customer Service Management (CSM) is great as it is; it is a feature-packed engagement portal ready for use by any customer who implements ServiceNow CSM.

However, during a number of our recent implementations, we have noticed that several organisations have an existing portal that is embedded with their teams and customers, and integrated with their systems. We have noticed 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 looked at other options like doing a URL redirection, building custom APIs or dare I say it… iFrames!

Introducing Engagement Messenger

Engagement Messenger, which 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.

- Provides an in-context experience on existing websites or mobile websites for customers to access services.
- Allows the integration of customer support capabilities via no or low code configuration.
- And 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.

News

Get up to date on the Quebec Release

February 23, 2021March 23, 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

News

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.

Resources

Single sign on (SSO) in Microsoft Azure AD

November 15, 2020November 8, 2020
by Alikutty Karupamveetil

Our 2020 ServiceNow Now Community MVP Alikutty Karupamveetil has been busy preparing some practical tools for ServiceNow developers. He has recorded a video on the end to end setup of Single sign-on.

Here is a new video on the end to end setup of Single sign-on (SSO) in Microsoft Azure AD with ServiceNow

https://lnkd.in/dGa98-9

The video talks about the following topics:
– Creating users in Azure AD
– Configuring SSO with Azure AD
– Synchronizing SSO settings to ServiceNow
– Testing out the connectivity

For more videos subscribe to my channel: https://lnkd.in/dwmCgCr

Community Blog: https://lnkd.in/dJy2ijM

For understanding SSO concepts, watch my previous video on setting up SSO on ADFS (on-prem) : https://lnkd.in/d8A-JAT

#servicenow #servicenowdeveloper #servicenowadministration

Resources

Using Microsoft Azure AD spoke

November 8, 2020November 8, 2020
by Alikutty Karupamveetil

Our 2020 ServiceNow Now Community MVP Alikutty Karupamveetil has been busy preparing some practical tools for ServiceNow developers. He has recorded a video on Microsoft Azure AD.

Using Microsoft Azure AD spoke is one the easiest way to integrate your ServiceNow instance with the Azure AD.

The video focus on the following:
– Setup an OAuth profile for ServiceNow in the Azure AD
– Setup Azure AD as an OAuth Provider in ServiceNow
– Setup a flow designer to automate ‘Create User’ & ‘Add User To Group’ using a catalog item
– End to end execution of the flow between SN and Azure AD
– Handle exceptions from Azure

https://lnkd.in/dyvnEFY

Community Blog: https://lnkd.in/dVt6WeD

For more videos, subscribe to https://lnkd.in/dwmCgCr

#servicenow #integrations #nowplatform

News

Effective Risk and Compliance Management in Higher Education

October 15, 2020October 28, 2020
by Myhendri Govender

In a consistently evolving regulatory and risk environment the one constant remains the ability to respond promptly, appropriately and almost preemptively to these changes. This has fostered a need for deep embedment of risk management and more particularly compliance to regulatory requirements into the corporate culture of all organisations, some more highly regulated than others. The bottom line is that risk management and compliance are no longer perceived burdens but rather form an integral part of doing business in the right way. Efficient and effective risk management practices place organizations at a competitive advantage. It is not sustainable to consistently allocate additional resources to these issues. This is where intelligent, automated, integrated risk management solutions play a key role.

The bottom line is that risk management and Compliance are no longer perceived burdens but rather form an integral part of doing business in the right way.

The financial services industry has experienced the brunt of it through changes in regulation and regulatory frameworks, hefty penalties and fines and commissions of enquiry, with heightened expectations from consumers. Other industries such as higher education have also followed suit under these regulatory pressures and expectations.

Since its establishment in 2011, the Tertiary Education Quality Standards Agency (“TEQSA”) has focused on the protection of students’ interests and in preserving the reputation of the higher education industry. TEQSA’s regulatory approach is a risk-based and standards one to regulation. Its remit in conducting compliance and risk assessments, re-accreditation assessments of courses and in collecting and analyzing information for these assessments has necessitated effective risk and compliance management practices and the flow of qualitative, accessible data to TEQSA.

TEQSA conducts its risk assessments on an annual basis. According to TEQSA these serve as a regulatory tool guiding TEQSA’s priorities and regulatory scoping activities in a risk-reflective manner. And therein lies the opportunity to manage risk preemptively based on the results of the preceding risk assessment conducted.

In order to accommodate higher education practises in a Covid 19 climate, TEQSA has introduced interim relaxations to the standards. Staying on top of these changes in addition to industry-relevant legislative changes can pose a challenge.

The IRM Practice of Enable Professional Services can add value to risk management and compliance practises in the higher education industry.

Enable Professional Services is the most qualified, certified and capable ServiceNow partner in the APJ region. ServiceNow Governance, Risk and Compliance (GRC) helps transform and integrate inefficient GRC processes into an integrated GRC risk program. Through continuous regulatory change alerts, control compliance monitoring, issues and incident management, key risk indicator (KRI) monitoring and automation, and dashboard reporting, ServiceNow GRC delivers a real-time view of compliance and risk levels, improves decision making, and increases GRC performance across organisations.

Related links:

For more TEQSA related information please refer to the TEQSA website: https://www.teqsa.gov.au/

Written by –

Myhendri Govender

LEAD CONSULTANT – GRC

CONNECT ON LINKEDIN

News

Increasing exposure to cyber risks during COVID-19

October 15, 2020November 4, 2020
by Vikram Khatri

The alarming spread of COVID-19 worldwide has led to the fastest migration in the history of employees moving their work from formal office environments to home workspaces. While this has helped achieve goals of social distancing and curbing the spread of the pandemic, it has greatly increased the possibility of security and data breaches due to deficiencies in cybersecurity measures. IT departments have been given impossibly short deadlines to cater to the move to remote work, without the opportunity to prepare for this transition. The transition to remote work has been even more challenging in organisations where the IT infrastructure and security teams were operating in silos.

Threat actors have taken advantage of cybersecurity gaps caused by widespread remote work – caused by increased pressure on IT and Security teams, end-users not following security best practices as they perform work on their own devices and exposure of critical company information outside traditional office network boundaries. Phishing, data theft and ransomware attacks have increased in quantity and severity and threat actors have used the fear of the pandemic to design new ways of performing cyber-attacks.

The increasing number and types of cyber-attacks require an automated approach to assessing, triaging and remediating security issues.

The need for improving efficiency and productivity of IT and security teams, so that they could focus on adapting and executing on cybersecurity measures in this new environment, has never been greater. The increasing number and types of cyber-attacks require an automated approach to assessing, triaging and remediating security issues. Also important is to break the barriers between the security and IT teams to ensure that they operate as one cohesive unit to meet the business needs of the larger organisation while minimising exposure to cyber risks.

Are you interested in learning about a platform which could help you optimise your cybersecurity spending and efforts in these special circumstances? Sign up for a Free Business Value Assessment here.
ServiceNow® Security Operations helps organisations connect security and IT teams, respond faster and more efficiently to threats, and get a definitive view of their security posture. It connects the workflow and systems management capabilities of the Now Platform™ with security data from leading vendors to give your teams a single platform for a response that can be shared between security and IT. With orchestration, automation, and better visibility, teams can respond more efficiently, reducing business risk.

The solution provides interdependency views between infrastructure, applications and business services so that IT and Security teams can understand the overall business impact before taking remediation actions.

The less time in-house experts spend on administrative tasks, the more they can spend on creating and implementing comprehensive cybersecurity measures.

Written by –
GRC PRINCIPAL CONSULTANT
CONNECT ON LINKEDIN

Resources

Mid-server installer in Paris

September 27, 2020October 15, 2020
by Alikutty Karupamveetil

Our 2020 ServiceNow Now Community MVP Alikutty Karupamveetil has been busy preparing some practical tools for ServiceNow developers. He has recorded a video on the new windows mid server installer in Paris.

The features include:
– New native windows installer
– Ability to configure a separate service account for mid server during installation
– Auto-update the mid server service Log on the tab with the service account
– OOB credential for the windows service account

Watch the full instruction video here: https://youtu.be/TtxOki_f5ts

For more practical tips and resources, head to our Youtube Channel,

Read more about the 2020 MVP program here

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