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    • Sep 30
    • 3 min read

Discover the Top 5 ServiceNow Apps

Updated: 2 days ago



ServiceNow App Store offers a huge variety of enterprise workflow applications built by certified partners and solution providers that complement and extend ServiceNow expertise. Think of the Store as a marketplace for both paid and free apps, including integrations developed and deployed on the ServiceNow Platform. The ServiceNow Store is home to over 300 applications and integrations, and while it is quite easy to navigate, we often hear from our customers: “What are the top applications in the ServiceNow store?”


Our experts have weighed in, here are the Top 5 ServiceNow Applications:

Source: ServiceNow App Store


1) VividCharts


VividCharts is an advanced data visualization and presentation platform developed on ServiceNow. It allows customers to present live data visualizations through engaging formats and delivery vehicles without exporting data to external tools. VividCharts offers an extensive library of over 60 chart types for all your data visualization needs. The best part: VividCharts is highly customizable and comes with pre-built dashboards and infographics ready for customers to deploy on day 1!


The Service Management team at Intuit — a global software company that specializes in developing and selling financial, accounting, and tax preparation software — saw VividCharts as a platform that could accelerate their ability to deliver value back to the business while eliminating redundant, manual work for their world-class talent.


View VividCharts on the ServiceNow store



Source: ServiceNow App Store


2) PhishBait


PhishBait is an automated Email Phishing simulator developed on the ServiceNow platform. It enables customers to automate and recreate fake phishing activities in corporate environments to provide detailed reporting on the open rate and click rate trends organized by user groups.


How it works: Educate your employees on the latest phishing risks and techniques by sending out automated fake phishing email campaigns to your users from “fake” email accounts. Once the user clicks the link in the phishing email, ServiceNow will automatically log this activity and provide valuable feedback to management teams from areas of the business that might need training on identifying and avoiding phishing attacks.


View PhishBait on the ServiceNow App Store


Source: ServiceNow App Store


3) Best Practice Engine


Best Practice Engine is one of the best-rated applications on the ServiceNow App Store. Why? It provides a real-time code quality assessment which allows customers to seamlessly automate their code inspection. The Engine identifies process deficiencies in your ServiceNow instance and suggests ways to improve the quality of customer instances and increase the speed of development efforts. This app also allows customers to monitor and control development activities. Altogether, Best Practice Engine has been proven to reduce the need for manual code reviews (which often lead to human errors) all while proactively improving the quality of system and support efforts.


View Best Practice Engine on the ServiceNow App Store



Source: ServiceNow App Store


4) PlatCore LMS


Learning Management Systems are in high demand, thanks to the remote nature of most onboarding, knowledge sharing, and training processes. PlatCore is a Learning Portal that allows customers to leverage their existent ServiceNow investment and transform training processes by centralizing courses, thereby improving data integrity and reporting. With PlatCore it is easy to create customized training workflows for the entire organization. Host your training materials and requirements — including courses provided by third-party companies — in one single source of truth.

PlatCore consolidates the learning experience into a single learning portal, which elevates the learning experience for employees, training stakeholders, and compliance teams. It makes monitoring training and compliance requirements easy.


View PlatCore LMS on the ServiceNow App Store




5) Email Builder


Email Builder is one of the newest additions to the ServiceNow App Store. It transforms the way notifications are handled on the ServiceNow platform. With about a million out-of-the-box notifications that require configuration, it is no easy feat creating consistent and engaging ServiceNow notifications. It takes time to optimize all those notifications for multiple devices and email clients. Add in a rebrand or acquisition to the mix, and now you have a real notification nightmare!

Cerna Solutions’ team of ServiceNow UX experts developed Email Builder from the ground up for one of our international clients. This unique application helps customers create notifications that inspire action. With tailored messaging, that is easy to create, save, and customize. ServiceNow administrators can now drag and drop email elements in an intuitive email builder. Bonus: Quickly apply design changes across a swath of notifications. (Notification nightmare — solved!)


Learn more about Email Builder and request your free trial today!


Need help finding the right solution for you?


No matter where you are on your digital transformation journey, Cerna Solutions has you covered when it comes to managing applications, integrations, or any other solutions on the Now Platform. Cerna Solutions is a 100% US-based ServiceNow Elite Partner with authoritative expertise spanning the entire Now Platform. Each member of our team is carefully selected to help us deliver exceptional digital transformation experience in IT, Security Operations, Human Resources, Customer Service Management, and beyond.



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    • Jun 29
    • 4 min read

Understand & Mitigate Vendor Risks with ServiceNow - Vendor Risk Management Application Demo

Updated: Oct 8

What is Vendor Risk Management?

Organizations often rely on a collection of vendors to perform day-to-day business operations. Vendor Risk Management (VRM) is the process of ensuring that those vendors do not create an unacceptable potential (or risk) for business disruption or lead to a negative impact on business performance. Here is a simple example:


Vendor Risk Management Example

A grocery store named Managed Foods has a relationship with a farmer in Iowa. That farmer, let’s call him Joe, has an outbreak of E. coli at his farm that contaminates the lettuce he sold to Managed Foods. Some customers get sick: everybody loses. Managed Foods interviews Joe and finds out that his lettuce crops were downhill from his cows. Rainwater washed the cows’ waste downhill and contaminated the lettuce. So Managed Foods sets up a questionnaire to send to their other farmers. Do any other vendors have crops downhill from cows? Based on their responses, Managed Foods can assign risk ratings for potential E. coli outbreaks at each farm (or vendor) they do business with. During their annual survey of vendors, it turns out one of their vendors expanded lettuce operations and now borders a nearby farmer’s dairy operation. Managed Foods decides to stop buying lettuce from that vendor, just months before that farm experiences an E. coli outbreak. Crisis averted!


VRM is the process by which organizations assess, monitor, and manage the risk associated with a vendor, which enables the risk level to be understood for each vendor, and allows the organization to take necessary action.

VRM is the process by which organizations (such as Managed Foods) assess, monitor, and manage the risk (such as an E. coli outbreak) associated with a vendor (such as a farm), which enables the risk level to be understood for each vendor, and allows the organization to take necessary action. Tolerance for the risk levels varies by organization, based on organizational policy and regulatory obligations.



What does ServiceNow do to help?

ServiceNow assists risk management teams by automating parts of the vendor risk management lifecycle. In addition to automation, it provides a centralized hub for each step of the Vendor Risk Management process.


Vendor Risk Management Lifecycycle, with assisting ServiceNow features

1. Identify the vendor to assess

The vendor risk team can either set up a new vendor record or select an existing vendor to assess. This is a vendor that the organization wants to better understand the potential impact on their business.

  • Identify existing vendor based on reporting or create a new vendor record

  • Update vendor information or add contacts

2. Assign a Tiering Assessment to Set Vendor Tier

The vendor risk team performs a tiering assessment based on the knowledge of the vendor, so that the vendor tier can be established. (Note: They may not require a tiering assessment).

  • Setup a Tiering Assessment Record

  • Select the assessment to attach

  • Review the Assessment setup

  • Send to the assessors within the organization to complete

  • Analyze the completed Tiering Assessment

  • Accept or Modify the initial vendor tier (minor, low, moderate, high, critical)

3. Send Vendor Questionnaire

Submit the assessment to the vendor to be completed through the vendor portal. These assessments are based on templates which comprise questionnaire and document requests. Different assessments can be used, and these are completed by the vendor contact.

  • Trigger an assessment from the tiering assessment or create an assessment as required

  • Attach the Assessment Template

  • Review the Assessment Record

  • Submit to the Vendor through the vendor portal

4. Review Vendor Response

Once the assessment is completed by the vendor it is submitted back to the organization so that it can be reviewed by the vendor management team. The team will analyze the vendor response to generate observations.

  • Vendor receives the notification of the Assessment with a link to the vendor portal

  • Vendor completes the assessment and attaches relevant files based on the template

  • Address any issues or tasks on the portal

5. Remediate Issues

The observations generated from the vendor response may identify unsatisfactory results. These results will require further investigation internally by the vendor risk team to advance the relationship.

  • Organization receives assessments and moves to generate observations

  • Create Issues and tasks as required

  • Send Issues to the vendor to complete

  • Create internal tasks for the organization as required

6. Monitor Vendors (Continuous)

Once the vendor assessment is complete, ongoing monitoring can take place. This involves looking at the vendor overview dashboard to drive future engagements with the vendor. The monitoring process can also be used to track the progress of issues and tasks that are still open.

  • Use dashboards and reports to check on the state of vendors, assessments, issues

  • Trigger new assessments, issues and tasks as required

How does it work?

Watch this video for an end to end demo of the ServiceNow Vendor Risk Management application, presented by Phillip Roach.


Need Help with Vendor Risk Management?

No matter where you are on your maturity journey, Cerna Solutions has you covered when it comes to managing vendor risk on the ServiceNow platform. Recognized as a ServiceNow "Elite" partner, we are a team of 100% US-based ServiceNow professionals who specialize in ServiceNow Vulnerability Response. Our approach to Security Operations has earned us a repeat customer rate of 91%, and a customer satisfaction score of 9.7/10. Learn more about our Integrated Risk experience or contact us for more information.




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    • Jun 26
    • 2 min read

Build Email Notifications that Get Noticed with this ServiceNow Certified App

Updated: Oct 7



Users are fed up with auto-generated emails that lack personalization, actionable information, stale data and the flash-and-sizzle of your corporate identity. If the email you send isn’t capturing the attention of your user, the overall customer experience is at risk and technology adoption hangs in the balance. 


With about a million out of the box notifications in ServiceNow (okay, not a million, but a lot!), it’s not easy to create messages in a consistent voice, tone and brand. It takes time to optimize each notification for device types and email clients. Changing aesthetics as part of periodic re-branding or corporate acquisition is tedious and repetitive work. Administrators need a fast way to create notifications that break through the noise in an inbox to connect with the user. 

With Email Builder, your users will take notice - and action! Email Builder allows you to create notifications that inspire action with tailored messaging delivered in a consistent look-and-feel that aligns with your corporate brand. From a ServiceNow administrator perspective, the click-and-drag interface and code reuse capability allows you to quickly apply universal changes across all notifications.  


Email Builder also comes with a guide to email notification governance.



Key Features


The Email Builder app allows ServiceNow administrators to:

“Wow!” your users! Imagine: all your notifications look like they came from the same cool company. And, your users feel cool because they work for a cool company, that has cool emails. And, that promotes technology adoption. How cool is that? (With Email Builder, you can easily apply a consistent look-and-feel to email notifications in terms of color schemes, slick layouts, and sick images.)



Reduce, Reuse and Recycle. Rebranding happens. Companies change their look from time to time. They refresh logos and color palettes. They acquire new companies. They are acquired. Save time in your next rebrand by building notification components that can be reused across all notifications or a subset. Reduce your time and reuse your code. How’s that for recycling?



Put your users in the driver’s seat. With data-driven, dynamic content you can build notifications that contain the information that your users need to make decisions. Like, for a P1 ticket, you might need a little more context. A good customer experience isn’t ALL about having the right information at the right time, but it sure doesn’t hurt, does it? 



Drop it like it’s hot. We wrapped this crazy good email notification builder in a wicked click-and-drag interface. So, go ahead. Move it around until you get it the way you like it. We’ll wait.



Create Emails That Are Engaging and Easy to Maintain


When it comes to your customer experience, notifications matter. Elevate your email with Email Builder. Now available on the ServiceNow store.



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