Change Management with SAP Enable Now
There’s no avoiding change, so you might as well embrace it.
You’ve probably all heard the proverb that “change is the only constant” – right? This may very well be true, but it won’t help with the fact that adjusting to change is hard. We need all the help we can get when a new application is introduced, when processes change or when the ticketing system is being updated with new features. Sometimes even we ourselves change – or change jobs.
We’ve all been there. And contrary to another saying, to “never change a running system” is not an option. So how about using SAP Enable Now to turn this unavoidable change process into something that highlights the positive aspects of change and carries the users over the bumpier parts?
In this blog post, I want to show how SAP Enable Now can be used to guide users through the change management process and make it easier for everyone involved – the project teams implementing the changes and the end users.
Business Process integration
Recently, SAP Enable Now product expert Shane Lipke wrote a blog post about this topic which I’d recommend if you are interested in a deep dive into business process integration with SAP Enable Now: Supporting Organizations with Global Business Operations using SAP Enable Now.
The integration of several Business Process tools, including Signavio, is one of the core features of SAP Enable Now and an area where we will see some movement in the future. How this works in details for the tools we have integrated (Signavio, Symbio, and ARIS) is described in the Synergies section of the SAP Enable Now Info Center.
There should always be a “single point of truth” when it comes to processes in an organization. This truth is usually native in a business process tool. When there are changes to the processes, they are maintained in this tool.
Companies can use the integration into SAP Enable Now to enhance their business processes with helpful simulations and documentation. New process structures and changes to existing processes can be pulled into SAP Enable Now and filled with interactive content, later to be exported back into the business process management tool.
By tying real life simulations and examples to processes, the change management team can boost the impact of the process change and its adoption.
What’s New feature in Web Assistant
Another great way to incorporate change management into the daily business is to use the What’s New functionality of Web Assistant.
This functionality lets you push out content to the users proactively. After the first start of an app, a banner informing about changes is displayed (see above).
When clicking on the banner, the What’s New mode of the Web Assistant is started and the What’s New content is shown in the help panel. When closing the What’s New mode, a corresponding button is displayed in the help panel.
What’s New content is automatically requested and shown next to the usual Web Assistant content. There is no need to configure it specifically, but customers can add the context “!whatsnew” to a content object. An example:
You can read more about the configuration options in the Web Assistant Integration Guide, but I want to highlight a few possibilities:
- Can be opened directly
- Time limit can be defined
- Info banner duration
The What’s New banner and context is a great way to push out information to users for a limited amount of time. All users can see it, it’s proactive, and very flexible.
Generic Context Help in Desktop Assistant
When using the Desktop Assistant, you can create a generic (application agnostic) context help object to be shown to any user opening the in-application help.
This could, for example, be a message going out to all end users about a major outage or an update over the weekend.
It might also be application specific change information, for example about a new feature or version coming up.
You decide when this bubble is displayed and for which applications. Imagine all the proactive possibilities for change management!
I think change goes both ways – there’s the application which changes and the user who is impacted by the change.
So besides working with SAP Enable Now to provide information about changes to the end user, how about giving these users a say in what is being changed or at least gathering their opinion about the change management process?
SAP Enable Now offers different channels to collect feedback. If you’re using the library, you can turn on the feedback button and collect feedback either directly or through a third-party tool.
This feedback can be sent to the author via email and is also saved in the Manager from where it can be exported as a report.
Of course, you can also use a link tile in Web Assistant to link to external feedback surveys:
This can be an individualized link to a Qualtrics Survey or a third-party tool.
As you can see, there are different ways of collecting feedback and helping change flow by incorporating the users’ opinions.
It never stops, does it?
Nope. And that’s a good thing because applications evolve and so do business processes. Change can be fast or slow, but it’s always moving.
Using SAP Enable Now will help you with the necessary change management processes. I believe that by using these features, it’s possible to turn the change process into an interactive and well-managed project. Instead of bringing change to users, you can involve them in the process, get their live feedback, and inform them proactively about changes.
So, use SAP Enable Now to make the best of change and turn the inevitable into an opportunity.