Tag: Service delivery

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

Resources

ServiceNow SLA Upgrade/Downgrade Scenario

April 27, 2020June 1, 2020
by Nicole Bailey

All you should know about how to achieve the SLA upgrade/downgrade scenario when priority changes.

ServiceNow SLM provides the capability of tracking and documenting all service commitments between IT, service providers, and customers. What if, there is a business scenario where SLA should upgrade or downgrade when the priority of incident/case changes. This article will enable you to understand all about how we can achieve this business scenario without any customization.

Business Requirement 1 (Upgrade):

Whenever priority changes from P4 to P3 or P3 to P2 or P2 to P1, then-new SLA should get attached as per current priority, and the SLA time should be priority changed time.

Business Requirement 2 (Downgrade):

Whenever priority changes from P1 to P2, P2 to P3, P3 to P4, then New SLA should get attached as per current priority, and the SLA time should be created time of the record (incident/case).

Challenge:

We cannot achieve this business requirement through one SLA for each priority, as one SLA can either be retroactive or not. Both at the same time is not possible and, we don’t have Changes, Changes to, and Changes from in SLA condition builder.

Solution:

Create 2 SLA for each priority, one with a retroactive start as ‘true’, and the other with retroactive start ‘false.’ Specify the different names for both SLA.

For example, P2 upgrade SLA is named as P2_Resolution_Upgrade, and P2 downgrade is named as P2_Resolution_Downgrade and creates one SLA called ‘Cancelled SLA’.

Now, as we have 2 SLA’s created for a priority OOB SLA Engine will create both task SLA whenever condition met for SLA.

The next step is to detach the incorrect task SLA when priority upgrade/downgrade.

To achieve this, create two business rules one would be running when priority is downgraded, and the second would be running when priority is upgraded or when any other changes are done on incident/case.

If priority is downgraded, then find the task SLA where “SLA name contains current priority AND name contains Upgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
If priority is upgraded, then find the task SLA where “SLA name contains current priority AND name contains Downgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
If some other attribute changes on the incident, then find the latest SLA which got attached, as per the-

- “SLA name contains current priority and orderByDesc with the created time of task SLA.”
- and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule script.

To avoid any impact on SLA reporting, create a table clean-up record on task_sla table with ‘sys_updated_on’ and age in seconds to 30 mins or one hour, and condition should be SLA Definition is ‘Cancelled SLA’.

This clean-up record will remove all the unwanted Cancelled SLA’s from the system. We achieved the upgrade/downgrade scenario without creating any new field on incident or case.

PFB screenshot which shows Task SLA’s in case of priority upgrade P4 – P3 – P2 (current)

PFB screenshot which shows Task SLA’s in case of priority downgrade P2- P3- P4 (current)

Written By:

Palash Mahajan
Technical Consultant

Events

ACS Hackathon

April 20, 2020June 1, 2020
by Nicole Bailey

Enable are pleased to be a part of the ACS Hackathon

The team entered a Hackathon run by the Australian Government and the Australian Computer Society (ACS) with a theme of #FlattentheCurve.

Over 2,400 competitors from around the world entered what’s been described as ‘the biggest hackathon in the Asia-Pacific’ last weekend.

The ACS “Flatten The Curve” hackathon saw more than 200 teams compete for $50,000 in prize money with 43 shortlisted across five categories: Education, Assisting Health Care, Protecting the Vulnerable, the Future of Work, and Wellness and Mental Health.

“The scale was larger than any held in APAC before, with so many competitors, mentors and partners from so many backgrounds and time zones,” said Steve Nouri, hackathon organiser and ACS Head of Data Science.

“With the hackathon totally online, we anticipated challenges in forging trust between teams, communications, accountability and team creation, but the mentors and teams rose to the occasion and delivered a great result.”

One of the categories was: Identifying and Helping vulnerable people/at risk. The ENable team built a platform called Neighbourhood Foodbox using CSM, VA, Mobile, Communities and Events. Our application allows Local Governments, Communities or Not For Profits to crowdsource food from people’s veggie patch, fruit tree’s or excess shopping and distribute it to those in need. As we know with COVID 19 there will be many more people at risk of not being able to secure enough food due to loss of income. The platform has quite a bit of automation and uses the communities event capability to organize pick up/drop off, allowing people to contribute while still keeping up social distancing and helping to #FlattentheCruve What is really amazing is that the team built a full-blown platform in a day, no smoke and mirrors.

Really amazing effort with the now familiar sounds of children in the background, dogs barking, food mixers etc.

The team created something that can help people contribute to their local communities with what they already have, strengthen their community bonds.

To take you through the app here is the silky tones of Ian White, narrating up as our Chatbot, Harry the Helper – https://youtu.be/46t14pRybCQ

News

Press release – Enable Professional Services is partnering with…

March 26, 2020June 1, 2020
by Nicole Bailey

Enable Professional Services is partnering with LexisNexis, to offer an integrated risk management solution on one platform

Enable Professional Services is excited to have partnered with LexisNexis on integrated risk management (IRM) and governance risk and compliance (GRC) solution. For Enable’s IRM/GRC clients, this partnership will improve their workflow processes, increase efficiencies and enable improved productivity, so they can keep up with the pace of regulatory changes.

Enable Director, Bruce Hara, said, “We’re delighted to work with the trusted global brand LexisNexis. Our partnership offers real business value to our shared customers, who will have better visibility and better processes for making decisions in a compliance heavy landscape”.
Specifically, the partnership means Enable’s IRM/GRC clients can easily access comprehensive regulatory content developed by LexisNexis, via an easy-to-use dashboard and alerting solutions powered by ServiceNow. As a result, IRM/GRC clients will have greater control of their compliance obligations, and be able to streamline their compliance management. Not only will they be alerted to the latest regulatory obligations, but they will have the content (authored in plain language) and tools to manage, monitor and demonstrate their compliance.

LexisNexis is a leading global provider of legal, government and corporate information solutions, providing computer-assisted legal research as well as business research and risk management services.

Enable is an Australian owned Elite partner of ServiceNow, with the unique capability to onboard the rich regulatory compliance content from LexisNexis. Using this content, and ServiceNow’s suite of GRC and IRM products, Enable can automate a customer’s GRC processes, and manage work across IT and shared service functions such as HR, Finance, Legal and Facilities.

Enable’s Director of Strategy and Innovation, Paul Thomason said, “By collaborating with ServiceNow and LexisNexis, we have developed some truly differentiated capability. Our customers are struggling to keep up with the rapid pace of regulatory changes. But the enhanced content from LexisNexis combined with ServiceNow’s capability fills out a solution stack. Along with IoT/SmartOps, it helps customers meet the challenge of continuous IRM”.

LexisNexis Executive Director Emerging Markets & Corporate, Myfanwy Wallwork, commented, “LexisNexis is excited to welcome Enable PS as a key strategic channel partner. As market demand for LexisNexis Regulatory Compliance grows, it is important that we partner with technology providers, like Enable PS, that provide customers with best-in-class IRM/GRC solutions”.

News

ServiceNow named leader in Forrester Wave GRC report

March 16, 2020June 1, 2020
by Nicole Bailey

ServiceNow named a leader in The Forrester Wave™: Governance, Risk, and Compliance, Q1 2020

ServiceNow scored highest in the strategy category and end-user experience criterion, according to the 2020 Forrester Wave for Governance, Risk, and Compliance:

“GRC platforms must become agents of change, enabling risk professionals to manage the array of data points and processes required to meet their organization’s risk and compliance needs, at scale, and at the pace of innovation in the business.”

They named ServiceNow a leader.

According to the report, “ServiceNow has masterfully executed against an aggressive product roadmap, transcending its ITSM roots and making its way onto many RFP shortlists.”

Managing risk and compliance with a siloed and manual “create a spreadsheet, send emails, hope, respond to audit” work model is no longer effective. Through continuous monitoring and automation, ServiceNow provides a real-time view of compliance and risk, improves decision making, and increases performance across the organization and with vendors.

Earlier this year ServiceNow was also listed as a leader in Gartner’s Magic Quadrant.

This means that ServiceNow the only GRC / IRM vendor that is currently recognised as a leader by both Forrester and Gartner.

Only ServiceNow connects the business, security, IT, and third parties within an integrated risk framework that transforms manual, siloed, inefficient processes into a unified program built on a single platform. ServiceNow can be your innovation partner. By seamlessly embedding risk and compliance activities into your daily work, we can help you improve business decisions, gain real-time visibility into emerging risks, and increase productivity across your organization.

Within Enable we focus on the Customers’ Risk and Regulatory Compliance needs and ensures that Customers achieve their business outcomes, using the market-leading ServiceNow IRM product.

Enable is the first and only ServiceNow ELITE implementation partner with a dedicated ServiceNow GRC Practice that assists ServiceNow customers on their Integrated Risk Management (IRM) journey.

ServiceNow IRM is the only digital risk solution that integrates organisational silos and unifies disparate approaches across the enterprise.

Our prediction is that ServiceNow IRM will continue to lead the market and replace legacy GRC solutions within all industry sectors.

Source: https://www.servicenow.com/lpayr/forrester-wave-leader-grc.html

Read more about the Gartner Magic Quadrant here: https://blogs.servicenow.com/2019/servicenow-positioned-a-leader-in-integrated-risk-management-magic-quadrant.html

News

Orlando Release is NOW available

March 16, 2020June 1, 2020
by Nicole Bailey

ServiceNow’s Orlando release – The smarter way to workflow just got smarter.

The Orlando release promises an organisation the ability to work smarter and make better business decisions with powerful insights and AI capabilities. The Now Platform Orlando release delivers new innovations in intelligence, mobile, and analytics.

Make decisions, solve problems, and automate work.

A history of ServiceNow Releases

Versions of ServiceNow stretch back over a decade when the company rolled out a version labelled ‘Summer 2007’. What followed was a periodic release schedule, which saw the release of up to three different versions of ServiceNow each year. At this point, between 2007 and 2011, ServiceNow named releases after the seasons (later months) in which they were released. ServiceNow delivers two major releases each year, typically in March and September named after cities. These releases included:

Aspen
Berlin
Calgary
Dublin
Eureka
Fuji
Geneva
Helsinki
Istanbul
Jakarta
London
Madrid
NewYork
NOW ORLANDO

Stay current with the latest release to get the most value out of your ServiceNow investments. Simplify your upgrade with essential tools and expert help. Enable can support your organisation with your Orlando Upgrade, even if we are not your current ServiceNow partner. Enable’s Customer Advisory Support by Enable (CASE) can provide you with a scalable and flexible approach to deliver your strategic and operational objectives, including upgrade readiness.

CASE ALLOWS YOU ACCESS TO IDENTIFIED SUBJECT MATTER EXPERTISE, AT YOUR DISCRETION.

Enable will identify your strategic and corporate objectives, help define your priority deliverables and develop a roadmap, aligned to this. Skilled Enable resources will be provided to then deliver your ServiceNow development plans.

Through an ongoing partnership with Enable, CASE offers strategic advice, development and ongoing support of your ServiceNow instance, with the ability to log and manage your backlog and initiatives centrally through our CASE portal. CASE is an additional package of services provided by Enable and can be easily extended to ensure success in any area of your business leveraging the ServiceNow platform capability.

CASE can be used for ANY Enable service offering, CASE can provide flexibility and capability CASE support hours can be utilised to suit your needs.

CORE INCLUSIONS

Principal Led access to advice, expertise and support from over 250 certified experts
Roadmap & Journey Planning
Health Check
Executive Dashboard
License Audit
Config Baseline Audit
Upgrade Readiness Plan

Contact Enable today to get your Orlando upgrade readiness plan in place

News

Helping women succeed in technology

March 5, 2020June 1, 2020
by Nicole Bailey

As we celebrate International Women’s Day we reflect on the last 12 months of change for our company, we have celebrated graduation from being a tech Startup to an established tech scale up the organisation, all while we maintain a laser focus on the importance of diversity in our workforce.

Last year Lean In published a report that the biggest barrier to women succeeding in executive positions is not so much diversity targets at the senior and board level, but the lack of female candidates for those roles. This begins in the ‘first leadership level’ in a person’s career. Women are more likely to self-select out of that first leadership development program because they fear they are not good enough or they are waiting to be asked, or they are prioritising family plans over progressing their career at that stage in their life.

How do we stack up against some of the biggest IT companies in the world?

16.6% Microsoft

17% at Google

31% at Enable Professional Services

(Which is 1% more than last year)

At Enable, we ran two Future Leaders Programs in 2019 across Australia, Singapore and India and part of our strategy to tackle this diversity opportunity was to proactively identify, invite and encourage potential future female leaders in our organisation to join this program who did not ‘put their hand up’ and may not have considered themselves as ‘leaders’, but we wanted to give them the opportunity to see a new potential in themselves.

We are proud to announce that at Enable we have 50% female representation in SLT in Australia

Ensuring we champion and encourage women towards early leadership programs like this early in their career will plant seeds of support to boost their chances of ending up in more senior positions in the future.

We are proud to have 50% female representation on our executive leadership team in Australia and will continue to look for ways to work toward gender equality throughout our leadership representation at all levels and as we develop and grow.

This takes considered and strategic effort while hiring, training and developing our staff. Something that is at the core of our values and behaviour and is another reason why we are truly a people first organisation.

Written by –
Rachel Sparkes
Head of People and Culture
Tribe – HR

Events

Enablers out and about

February 24, 2020June 1, 2020
by Nicole Bailey

We love to see our Enablers out and about

At Enable, we believe that a change is as good as a holiday

Change is something that we ensure is that our Enablers have the chance to work on a variety of blue-chip logos.

You may not know that we have 250 consultants dedicated to our ServiceNow practice. This makes Enable to most qualified, certified and largest ServiceNow partner in the Asia Pacific region.

What sets us apart is that our company has the benefit of working on incredible blue-chip logos and exciting ServiceNow projects that are not just ITSM projects but include HR, ITOM, CSM, GRC, Service Mapping.

We are also a truly People First culture working hard to create a world-class employee experience that focuses on your professional development, and a positive and enjoyable work environment. This includes working for a variety of Blue Chip logos not just developing on the ServiceNow Platform but hosting a training session, conducting a project Kick-Off, social events, presenting and consulting.

Here are some of the roles that our team are involved with on a daily basis:

Krist Yong, Singapore – Running the ITIL4® Master Class Training at Banpu in Thailand

Sydney Team – Teams that lunch together. enjoy work together

Nidhin Jacobs and Ian White – Road tripping to present CASE to a lunch Australia council

Jyoti Salgotra- Hosting SerivceNow fulfiller training with a client in Melbourne

Bharat Rajora – Training a team in Melbourne

Nidhin Jacobs – Hosting a project Kickoff with a luck client in Sydney

Ian White – Hosting a client lunch on-site in Sydney

Jake Gillespie, Sachin Bhasin and Lokendar Singh – En route to Architecture training in the USA

News

Forbes list ServiceNow as the world’s most innovative company

February 18, 2020June 1, 2020
by Nicole Bailey

According to Forbes Magazine, ServiceNow has been recognised as the Worlds Most Innovative company.

Who is ServiceNow?

ServiceNow, Inc. provides cloud-based services to automate enterprise information technology operations. The company focuses on transforming enterprise IT by automating and standardizing business processes and consolidating IT across the global enterprise. Its services include the following applications, including management applications, such as project management, IT Cost Management and IT governance services; operational applications, including incident management, problem management, change management, release

management, service catalog and request management and software development lifecycle management; and infrastructure applications, including configuration management, discovery, asset management and orchestration. The company was founded by Frederic B. Luddy in June 2004 and is headquartered in San Diego, CA. (Source Forbes)

Enable and ServiceNow

At Enable we strive to be recognised as Australia Pacific’s largest, most awarded and most qualified Elite ServiceNow partner.

So far, we are proud to be ticking all those boxes.

Recently, we announced that we have achieved the Customer Service Management (CSM) product line achievement within the ServiceNow program. This latest product line achievement, our 9th, is no small feat and means that we are the first Australian partner to achieve the CSM badge.

We are the first Australian based partner to achieve the product line achievements across all 4 workflows in the Now Platform, this includes product line achievements for:

IT workflows (ITSM, ITOM, ITBM)
Employee Workflows (HR, ITSM)
Customer Workflows (CSM, ITOM)
Now Platform (App Engine, App Store)

Working with Enable

When it comes to choosing a partner for a ServiceNow implementation, choosing Australia’s most qualified, certified and largest ServiceNow Partner is an easy choice to make.

Resources

How does ServiceNow work with a core HR solution?

January 14, 2019January 14, 2019
by Clarence Mok

How does ServiceNow work with a core HR solution?

With ServiceNow’s HR Service Delivery app (HRSD) core HR solutions such as Workday and SuccessFactors can be used alongside ServiceNow to provide a total HR solution improving your employee’s engagement and experience.

The ServiceNow HR Service Delivery application will help your company to standardise documentation, interaction, and fulfillment of employee inquiries and requests in the scoped version of HR that includes:

• HR Service Portal
• HR Case Management
• HR Knowledge Base
• Dashboard & Reporting

“The ServiceNow HR Service Delivery application improves the employee service experience by automating HR interactions and providing a single platform for all HR services.”

ServiceNow HR Service Delivery will enable employees to:

search for HR knowledge articles that answer employee’s HR related questions and quickly access top-rated articles view informational and training videos
view employee’s manager, co-workers, direct reports, or group organization chart with contact information
view announcements and upcoming events from company management
access documentation, company information, or suggested reading
link to the HR Ticket Page to view employee’s HR cases, requests, and assigned tasks.
view requested approvals and cases or tasks awaiting approval
communicate with HR through email or chat with an HR specialist
accept or reject HR cases or tasks for HR specialists
approve HR cases or tasks for managers
create and distribute reports that show the current state of instance data for HR management and specialists to Reporting functionality
configure and display multiple reporting, and other widgets on a single screen

Enable’s approach has been designed from experience delivering enterprise HR solution across a diverse industry spectrum, and clients of ranging scale and size.

We will approach the implementation of ServiceNow through distinct phases using an Agile Methodology.

Book a session with our sales team right to explore how we could help you on your HR transformation journey.
Contact us at info@enableps.com for more HR Solutions.