Updated: Jun 1

This just in: ServiceNow® has released four new Safe Workplace Applications to help organizations track health risks and workplace preparedness during the ongoing pandemic. Once installed, these four applications can be linked to the Safe Workplace Dashboard, allowing users to evaluate workplace readiness data in a centralized location. The addition of these applications to the ServiceNow store further rounds out ServiceNow’s offering of crisis management applications, which we covered in-depth back in March.

| View our ServiceNow crisis management application guides

Let’s take a look at each of the new applications' use cases, as well as their key benefits (as sourced from the ServiceNow store).

Source: ServiceNow store

Workplace Safety Management

This application allows workplace managers to allocate workspaces in a safe and efficient manner while offering a real-time view into preventative maintenance activities complete with full audit trails. Here are the key features from the ServiceNow store page:

  • Space Administration: Manage workplaces by adding details such as spaces, areas, floors, buildings, campuses, sites, and regions. By indicating the availability of space, areas, and floors, workplace managers can plan and implement a phased return of employees to the workplace.

  • Shift Management: Create shifts and schedule them for specific times and days. Start planning for workplace occupancy levels by allocating employees and available workspaces to specific shifts.

  • Space Reservation: Reserve workspaces for employees according to the shifts they operate in. Both the employee and the workplace manager are notified of reservations in an email.

  • Workplace Maintenance: Monitor scheduled maintenance activities in the workplace for each shift. You can also schedule planned or on-demand maintenance tasks and generate reports to track the progress of these activities.

  • Dashboard: Using data visualizations, evaluate the availability of workspaces and occupancy levels of your office locations. Monitor the progress of workplace tasks on the workplace dashboard.

| Download the Workplace Safety Management Application

Employee Health Screening

This application enables leadership to determine if it is safe for employees to enter the workplace, while staying compliant with their organizational entry requirements, such as a temperature check and PPE (personal protective equipment). Key features from the ServiceNow store:

  • Screen employees at workplace entry

  • View trends across workplace environments on a dashboard

  • Manage workplace entries with the Now Mobile app or Service Portal

| Download the Workplace Safety Management Application

Employee Readiness Surveys

For organizations eager to get back to the office, it is important to gauge employee readiness to return. Get insight into key metrics such as employee health status, and survey concerns such as anxiety about workplace safety. Understanding these responses will help organizations determine the steps needed to facilitate a safe return to the office. Key features from the ServiceNow store page include:

  • Assess employee health, sentiment regarding return to work, and overall readiness

  • Leverages existing targeted audiences in Emergency Outreach

  • Scorecard dashboards display user survey responses

  • Support for taking surveys in the Now Mobile app

| Download the Employee Readiness Surveys Application

Workplace PPE Inventory Management

Managing inventory for personal protective equipment is the new normal for organizations that must maintain an in-house workforce. This application provides a comprehensive view of inventory by facility, with historical data to monitor changes over time. Key features from the ServiceNow store page include:

  • Supports both consumable PPE (i.e. masks) as well as hardware (i.e. shields, temp scanners)

  • Manage PPE inventory levels across locations

  • Automatically trigger stockroom transfers to meet demand

  • Users can request PPE through a service catalog or the Now Mobile app

| Download the Workplace PPE Inventory Management Application

Source: ServiceNow

Safe Workplace Dashboard

If you want to take your workplace readiness monitoring to the next level, this application centralizes data from the Safe Workplace Applications. However, keep in mind this application requires the following applications to be installed: Emergency Self-Report, Emergency Outreach, Employee Readiness Survey, Employee Health Screening, Workplace PPE Inventory Management, and Workplace Safety Management. With all these working together, you can:

  • Quickly see the readiness of sites to support employees returning

  • Drill into locations to see the status of cleaning and availability of PPE and workspaces

  • Open Safe Workplace apps from the dashboard to take action

  • Visualize global infection rates using publicly available aggregated datasets

| Get the Safe Workplace Dashboard from the Developer program

Source: ServiceNow developer program

Need help measuring workplace readiness?

No matter where you are in your journey to return to the workplace, Cerna Solutions has you covered when it comes to managing workplace safety and employee readiness on the ServiceNow platform. Recognized as a ServiceNow “Elite” partner, we are a team of 100% US-based ServiceNow experts who cover the full platform. Our approach to ServiceNow consulting has earned us a repeat customer rate of 91%, and a customer satisfaction score of 9.7/10. See more of our crisis management coverage or contact us for more information.

Once vulnerabilities have been identified and a solution has been found, the solution must be executed. Often the coordination and execution of changes is the most time-consuming part of Vulnerability Management. Enter ServiceNow, which tightly integrates Vulnerability Response with Change Management.

Change Management Integration

The ServiceNow Vulnerability Response application has a seamless link to Change Management. Using this link you can:

  • Create Standard, Normal and Emergency changes directly from a vulnerability group.

  • Add existing change requests to a vulnerability group.

  • Automatically populate data from the vulnerability group such as Cis (configuration items), descriptions and change justification

  • Link the lifecycle of the change request to the vulnerability group to automatically resolve the vulnerability group once the change request has been implemented.

| Read More: A Closer look at Automated Rescan with Qualys

Why It Matters

Critical information and context can be obtained from the relationship data between groups of vulnerabilities and their given changes. This relationship also provides a record against the CI that documents the changes made. All of this reduces the manual effort to duplicate data entry.

For a full overview of the process, watch the video above.

| Read More: A Closer look at Exception Handling in ServiceNow

Need Help with Vulnerability Response?

No matter where you are on your maturity journey, Cerna Solutions has you covered when it comes to handling vulnerabilities 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 ServiceNow Security Operations offerings, or contact us for more information.

Updated: Jun 3

We recently sat down with—and approximately 6 feet away from—Tanner Kibler, our #ServiceNow integrations expert (and 2019 winner of Best Demo) to discuss his upcoming Knowledge 2020 presentation, “ServiceNow Integrations: From Console to Cloud”.

| Register for the 2020 Digital Knowledge experience

What is "Console to Cloud"?

Tanner: "Console to Cloud" is our snazzy way of saying 'anything other than cloud to cloud'. Any client that can talk to ServiceNow and is executing on a local machine would fall under this banner. Clients include:

  • Computer to cloud: A mid server application receives a file and pushes the file to ServiceNow with custom modifications.

  • Scanner to cloud: An inventory manager can scan a barcode that auto-imports an asset into ServiceNow.

  • Enhanced call button: A hospital patient can press a button with direct API integration in ServiceNow.

Why does this topic deserve airtime? What makes it a critical conversation?

The serious answer to this question is: "There are real world business scenarios that require a custom client to be written. For the mid server application, modifications of the file ensured that ServiceNow could process and store the data. There’s a right way to prepare for this kind of integration, and there’s a less-right way. One path will get you to your mark almost every time; the other path will lead you down a scary, dark alley."

The more personal answer to this question is: "Because I think it's fun! There is something to be said for getting down to the nitty-gritty and making something low-level, where you have ultimate control in defining what happens ‘next’. I go on a code bender a few times a year to brush up on a language I don't get to use frequently."

ServiceNow was founded as Glidesoft, Inc. in 2003 as an IT service management platform, and had it’s first “cash flow positive” year in 2007. Since then, it has risen to become one of the most successful enterprise work platforms with a renewal rate of 98%. What is your experience like on the ServiceNow platform?

I've worked on nearly every facet of the platform. I started working with an insurance company and we implemented the core platform with ITSM (incident, problem, change, request), ITOM (discovery, event management & integrations), Legal case management, Service Portal, and HR Case management.

Once I transitioned to Cerna, I expanded my experience with the applications above and then rounded out my experience to cover the full platform, including custom applications, GRC, with a bit of security dabbled in.

My favorite application is … actually no, I don’t have a favorite. They’re all my family.

In your presentation, you identify language considerations that should be discussed before developing an application on ServiceNow. How many coding languages do you know?

I've worked with many languages, some more than others. I like to tackle personal projects in new languages to expand my experience. The languages I've used the most are: C, C++, C#, Java, JavaScript, and Python. I have also dabbled in: Haskell, List, COBOL, Groovy, F#, bash, PowerShell, and others.

That’s a lot of languages! What language would you say is your favorite to work with?

My favorite is very much C. Not C++, not C#, but C. The C programming language:

  • Is incredibly fun for me to work at the low level that it offers;

  • Can be compiled to run on any platform;

  • Can be made as efficient or inefficient as your skill allows;

  • Makes you think about the code you write in every other language differently;

What language do you think is the most useful?

This is hard to say as they each have their place. A lot of large companies choose to use Java or C# nearly exclusively to make it easier to maintain their large codebases. Establishing a standard coding language also makes it easier to onboard new employees. JavaScript, Python, Ruby, and extremely easy to learn and, if utilized for their strengths, can make new projects faster to implement. C runs EVERYTHING from your laptop to your phone to your car stereo. However, C is much more difficult to learn than some of the others on this list. In recent months, the public-at-large learned that COBOL still powers many governments, finance, and insurance companies despite being 60 years old and difficult to support.

Tell us about a recent experience taking a ServiceNow client from Console to Cloud. What was the experience like?

I was thinking about how cool it would be if the Facility team could simply scan a barcode on something and auto-log an incident against that thing. AC unit down? Boom! Scan it! Automatically open an incident. Done working on it? Boom! Scan it! Automatically close the incident. So, in my free time, I created exactly this: a 'scanning' application. It does a few things:

  • It watches a certain folder location for the existence of specific files.

  • Once a file of interest is detected, it is prepared for data import (e.g., data is added, modified, or removed).

  • Once processed, it is uploaded to a record in ServiceNow and other configurable actions are performed.

  • It can be run in 'Scanner' mode, which allows you to sync up to a record in ServiceNow and use a barcode scanner to easily import and transform data.

  • It can be used to create incidents from the client.

What do you call this client?

That’s easy! The Tanner Scanner.

That is awesome. ServiceNow has shown time and time again the value of automation, especially as they expand the platform’s capabilities across both desktop and mobile devices. What did you learn from that integration?

I learned to tackle one piece of functionality at a time because I approached it in such a way that I wanted it to do everything. However, I’ve learned that it’s better if it does one thing very well. It’s easier to maintain a singularly-focused application.

In your presentation at Knowledge 2020, you will share some of the considerations that ServiceNow developers should discuss before undertaking a project or integration. How do you know a custom integration is needed?

First, I research the possibilities within ServiceNow to see if an out-of-the-box solution exists. If a pre-built solution does not exist, I look in the store for an application that contains the desired functionality. If a solution is unavailable, or the cost of the store application is too steep, it’s time to create a custom application.

There are boundless ways of integrating within ServiceNow, and each of them has their own time frame and difficulty. What would you say is the hardest part?

Integrations require careful planning and execution, and these are no different. This can be made easier or harder depending on your choice of language and skill set.

If there was one 'hardest' part relevant to all client to cloud projects, it would have to be the planning and startup of the project. I'm not an advocate for the waterfall methodology, but more planning upfront for these types of projects will only serve you well.

Planning for a project on ServiceNow is truly the most important phase of development. Which is one of the many reasons why organizations choose Cerna to assist them across all facets of the platform.

Thanks, Tanner for taking the time to answer our questions! We look forward to your upcoming presentation that will dive even deeper into “ServiceNow Integrations: From Console to Cloud.” If you haven’t already, be sure to register for the Digital Knowledge experience, launching next week on May 5th.

View Tanner's presentation

#Know20 #Integrations #EmployeeSpotlight

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