Skip to content
Enable Professional Services
  • Home
  • Our Story
    • Case Studies
    • CSR
  • Services
    • All services
    • CASE
    • IRM
    • IoT
    • Industry Solutions
    • Tips & Resources
  • News
    • Insights
    • Events
  • Careers
  • Contact
Site Search
Resources

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

That’s a wrap – Bangaluru Office Inauguration

  • August 7, 2019August 8, 2019
  • by Nicole Bailey

As we continue to expand our footprint in the Asia Pacific region, we continue to grow our Centre of Excellence in India also this time with our new office opening in Bengaluru.

The Bengaluru office, headed up Abhay Roy, celebrated this milestone with an official inauguration on Wednesday the 15th July. The opening ceremony and ribbon cutting were officiated by Brue Hara.

The entire Bangalore team were invited to the ceremony as well as our Chhavi Shriya, Head of India, Manish Jain, and Bruce Hara, CEO of Enable Professional Services.

The Enable team welcomed Pandit, named Sridhar to conduct a blessing known as a Havan. The ceremony that starts with lighting diyas, gifting flowers and is completed by smashing pumpkins in the entrance of the new building. It is believed that any place which is not occupied by anyone or is left vacant for a long time is a place where the negative energy resides, breaking pumpkin wards off the negative energy. The other significance of this ceremony is it wards off the evil eye (Drishti).

We are so proud to expand our Centre of Excellence in India and look forward to seeing the excellent ServiceNow projects that we will continue to deliver.

 

 

        

 

News

Introducing your business to ServiceNow

  • January 29, 2019February 3, 2019
  • by Nicole Bailey

How driving awareness will ensure the ongoing success of your ServiceNow program.

Once your ServiceNow program has been implemented, it’s important to introduce the rest of the organization to this new service. Expanding service management helps elevate the platform to bring value across the enterprise and all teams interacting with it. Here’s how to introduce your organisation to your newly implement ServiceNow platform:

Lay down strong foundations.

During the implementation process it is key to introduce departments to the upcoming change. Knowing, ahead of time, why the company is changing, what has already been accomplished and having a great success story is foundational to the creation of marketing and communication materials.

 

The Role of Organizational Change Management

Organizational Change Management (OCM) is the accumulation of activities related to communication, training, and measurement of success about the new capabilities introduced to the organization. For the purpose of ServiceNow, OCM is about appropriate communication & training, pre-launch, to ensure the organization is prepared for appropriate adoption of the new capabilities being introduced.

 

The Role of Governance

Governance of the ServiceNow platform includes platform, capabilities, and business technology. Platform governance is focused on the technical good practices to effectively “keep the lights on,” maintain what is currently on the platform, and manage basic activities such as upgrades.

 

Introducing ServiceNow for Service Management

Marketing includes many complex concepts and execution methods. For the sake of marketing the capabilities of what the team can do with the ServiceNow platform, introduce the value the team can provide and the issues that can be solved. This is done through communicating what has already been accomplished and how it aligns to other teams’ service management needs.


Methods of delivering a positive message about change

 

Two methods for introducing ServiceNow for service management to the enterprise: •

  • Driving Awareness
  • Targeted Approach

Driving awareness activities include:

  • Success stories
  • Sharing the road map
  • Go-live celebrations
  • In-platform advertising •
  • Company-wide communications
  • Being visible

Targeted approach approach includes :

  • Understanding what the ServiceNow platform is best suited to solve
  • Utilising a coach
  • Identifying which departments have an issue that aligns
  • Identifying who is responsible for solving those issues
  • Approaching the person and asking for a meeting
  • Conducting the initial meeting – confirm value
  • Bring in the ServiceNow account team

Prepare the New Service

Whether another department is considering ServiceNow because of a targeted approach, or because of general awareness, once they express interest in ServiceNow, it’s important to prepare them for the process of implementation. This includes the following:

  • Educating the other department on the internal demand, project, and release processes
  • Documenting the department’s requirements
  • Understanding the value and outcomes the department wants to achieve

 

What’s in It for them?

Ensure the department is fully aware of the value of the platform as it relates to them, ensuring a plan and value statements specific to the team are included. It’s not enough during this crucial time to present ServiceNow as a whole. Instead, focus attention on achievable goals related to specific business issues the department is experiencing

Plan for success

Be prepared to explain what will change for the interested department with visuals and workflow scenarios that explain the current user experience and process compared with the proposed updates, ensuring these proposals have not been created without intervention from representatives within the department.

Determine departmental maturity

During this phase, prior to kicking off development, it’s important to identify and share the maturity level of the interested department’s service delivery model.

Measuring success

Once the ServiceNow team and the interested department have planned for success, it’s imperative to determine how that success will be measured. A good place to start is with surveys. KPIs can be transitioned from the previously- implemented process model, but they generally don’t consider fulfiller and user satisfaction with the new program. This is a key component to determining the success of the implementation, and surveys can be built right into the instance where the activities are completed. This will provide insight into possible defects or future enhancements, and it provides a communication conduit between the ServiceNow team and end users.


 

Next steps

Now that the framework and ideas around how to introduce ServiceNow service management to the enterprise have been outlined, start thinking about the correct next steps.

Is there an upcoming event or go-live these recommendations can be incorporated into?

  • Create a success story
  • Plug data into an infographic template
  • Schedule a webinar. Don’t necessarily start company-wide; test it out on a group of fulfiller users associated to current services, and provide them with program updates
  • Start up a monthly governance meeting – pull in the Executive Sponsor and service owners, or kick-start the
    platform team. Remind everyone why the journey was started in the first place and how much it could be.

Article adapted, with permission, from ServiceNow Success.

Read full article here : LINK

Source article used with permission

Recent Posts

  • Benefits of full platform integration & built-in APIs
  • How to remain compliant under Security Legislation Amendment Bill 2021
  • Enable introduces Work from Anywhere & Extended Leave Policy
  • Enable achieves GRC Product Line Achievement
  • How Enable is winning the race for the best ServiceNow talent

Recent Comments

    Archives

    • February 2022
    • December 2021
    • August 2021
    • May 2021
    • March 2021
    • February 2021
    • January 2021
    • December 2020
    • November 2020
    • October 2020
    • September 2020
    • August 2020
    • July 2020
    • June 2020
    • May 2020
    • April 2020
    • March 2020
    • February 2020
    • January 2020
    • December 2019
    • November 2019
    • October 2019
    • September 2019
    • August 2019
    • July 2019
    • June 2019
    • May 2019
    • April 2019
    • March 2019
    • February 2019
    • January 2019

    Categories

    • Awards
    • Case Study
    • Events
    • News
    • Resources
    • Uncategorized

    Meta

    • Log in
    • Entries feed
    • Comments feed
    • WordPress.org
    BACK TO TOP
    • Home
    • Our Story
    • Services

    Enable Professional Services

    • Contact
    • Terms of use
    • Privacy
    © 2022 Enable Professional Services