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效率工具

At the advent of the pandemic, how prepared was your organization to support customers and employees? Or to continue delivering critical products and services? How adaptable and effective was its technology, workforce, and supply chain?As the COVID era has shown, resilience can’t be summoned overnight. It requires business and technology transformation.Siloed riskSuch transformations take time, of course, and in the meanwhile, organizations may overlook certain issues and critical risks, or fail to implement or updated a coordinated, enterprise-wide disaster recovery plan. Response to an issue or risk can be slow and scattered.[Find out more about LIKE.TG Governance Risk and Compliance.]“The way risk and resilience are addressed, in many cases across the enterprise, turns out to be quite siloed,” says Vasant Balasubramanian, senior director and general manager, risk business unit at ServiceNow. “Human resources are looking at people. The lines of business are worrying about their projects, their customers. And enterprise-level groups are only interested in enterprise operational risk.“Existing tools and teams can’t keep up,” he adds. “You have manual processes; workloads aren’t connected; and there’s no transparency to data about processes, trends, performance, risks, and more. It all lives in little siloes across the board.” Upgrading technologyFor Steve Allan, LIKE.TG integrated risk product owner of Lloyds Banking Group, there is a direct connection between digital transformation, operational resilience, and the organizational ability to manage risks.A few years ago, his business went through a digital transformation, with LIKE.TG playing a big part. “We wanted to leverage our new digital platform, to introduce a core data model that we could start to build on and build out to more of a service model—to monitor processes and get better at insights,” he says. “We also wanted to, in a quicker fashion, understand our compliance position and how our business was performing.”To Allan, getting a robust data model in place on a digital platform from LIKE.TG was the heart of the transformation and operational resilience, along with all the service management, automation, and risk management capabilities. It’s about having the ability to leverage data to see trends, to automatically link issues to risks. “It’s about understanding in real time what our risk and control position is.”Adding in the human factorRisk management and resilience require the proper technology, and equally important is embedding risk and resilience across the enterprise, Balasubramanian says. “You need to have the right information at your fingertips when and where you need it to make decisions.“People should see risk and resilience compliance as part of their day-to-day work,” he says. “It’s important to make sure everybody in your organization can access risk and resilience information easily in one place.”A modern, digital solution allows continuous monitoring of risks and controls. “If that information is already available, you won’t have someone running around asking or answering 10, 20, 30 questions,” Balasubramanian says. “Build a risk-informed, resilient business and you can break down your organizational silos, reduce your related costs, make better decisions, be more resilient, and be successful,” he adds.Learn more about how to build that business, watch the LIKE.TG Knowledge 2020 session “Operational Risk and Resilience: Managing through Disruption.”

Keep my data private

How to allow customers to easily request data privacy under the California Consumer Privacy ActJulie, who recently took up baking cupcakes as a hobby, is furious—and not about her culinary skills. She hadn’t realized how much of her personal information the company from which she bought her supplies had harvested and sold, without her express permission. She wants to know what they know about her, to whom they have sold that data, and that, once the harvesting is stopped, her information will be forgotten.Until recently, companies took whatever information they could extract from consumers, who had little recourse, and used it however they wanted. But in California, as in much of Europe, laws have changed and strengthened. What obligation do companies that serve customers in California now have to people like Julie ?What the California Consumer Privacy Act requiresThe California Consumer Privacy Act (CCPA), signed into law in June 2018, strengthened and unified data protection. California consumers now have the legal right to opt out of the sale of their personal data to third parties; companies that fail to comply face stiff penalties. Enforcement of the law begins in July. If you’re a business covered by the CCPA you must disclose the personal customer information you collect, share, and sell; you must also provide, on websites and mobile apps, a clear method for consumers to opt out of sharing their information and delete any personal data upon a consumer’s request.Keeping customer data private engenders loyaltyTo abide by the CCPA requires having systems and processes to ensure accurate personal information on consumers and current records of which third parties have purchased that data. To provide positive customer experiences and cement customer loyalty, the systems and processes need to allow customers to easily request that their data stay private.Consider the typical journey that a customer like Julie will take with your business when she makes an opt-out request: Under the CCPA, you’ll have 45 days to respond to the request. You’ll need to not only track how you fulfilled the request but also provide verification that you’ve reached out to third parties to request that they delete customer information.The solution that makes following CCPA guidelines simpleThese may be complex tasks on the back end, but your systems need to shield customers like Julie and make the process of handling their data-privacy requests as efficient as possible.LIKE.TG offers an out-of-the-box customer service portal that can be added to the LIKE.TG Governance Risk and Compliance solution. This creates a seamless, self-service customer experience where a consumer will simply click on a button to make an opt-out request. The solution provides full visibility into a request and also tracks all efforts to reach out to third parties on the consumer’s behalf. It also provides data privacy case analytics to ensure cases are resolved and that service level agreements are met.There’s still time to get ready for the CCPA—and keep your customers happyCCPA enforcement begins on July 1, but there’s still time to implement the right solution to comply with the CCPA and make it painless for your customers to request to keep their data private.Want to learn more about the CCPA and what it might mean for your business? Visit the first post in our series here.Learn more about LIKE.TG’s customer service portal and LIKE.TG Governance Risk and Compliance.Read more about the CCPA.

Countdown to CCPA enforceability

The California Consumer Privacy Act (CCPA) is a new act that strengthens and unifies data protection for consumers by giving California residents more control over their personal information. This regulates not only how it is collected and used, but also, how it is sold by companies.The CCPA went into effect January 1, and enforcement will begin July 1.Are you ready?Why it matters:The CCPA is the first law in the United States to mirror the European Union’s General Data Protection Regulation (GDPR). This regulation protects the data and privacy of EU citizens’ and residents’ data by requiring companies to manage and protect personal information they collect online.The CCPA, a state law and that affects for-profit organizations doing business in California, has already established a precedent for data collection and information security laws nationwide. The most significant difference?Basis for consent: GDPR consumers must opt-in. CCPA consumers must opt-out Other differences:Organizations that must comply:GDPR applies to any organization holding personal data on an EU citizen. CCPA applies to any for-profit organization that does business in California and collects consumers’ personal information. The CCPA applies to any business for which any of the following is true: Generates annual gross revenue of more than $25 million Possesses the personal data of more than 50,000 California residents or households annually earns over half of its annual revenue from selling the personal information of California residents Managing data-privacy rights--which includes the right to be forgotten, right to view and understand how data is being used, and right to opt-out of processing--is complex and challenging. To meet these demands, organizations must provide a system that is scalable and flexible to address request case management, configurable workflow fulfillment processing, and transparency in a timely manner.The July 1 deadline, there is precious little time to assess your organization’s readiness for the CCPA and consider which solutions meet your needs.Want to learn more?Read our CCPA solution brief: https://www.servicenow.com/content/dam/LIKE.TG-assets/public/en-us/doc-type/resource-center/solution-brief/solution-brief-ccpa.pdfTo listen to an on-demand webinar about solutions to help manage privacy compliance go here: https://gateway.on24.com/wcc/eh/1237365/lp/2105910/intelligent-privacy-automationthe-future-of-data-privacy?partnerref=WEBINARrecapAnd to learn more about LIKE.TG Governance Risk and Compliance, go to https://www.servicenow.com/products/governance-risk-and-compliance.html

LIKE.TG is positioned a Leader in the 2019 Integrated Risk Management Magic Quadrant

I am excited to share that LIKE.TG has again been named a Leader in the Gartner Magic Quadrant for Integrated Risk Management (IRM)! We’re humbled by the great work our customers and partners are doing every day with our GRC solutions and the Now Platform. As I speak with customers about how to manage their full scope of risk and security in their enterprise, two things stand out: A single, cloud-based platform simplifies integrated risk management and enables a comprehensive and collaborative approach to managing risk Digital transformation is a top priority for CIOs and CISOs. It’s also creating new risks for organizations. Organizations are betting on digital initiatives to drive competitive advantage. They can’t generate value if they don’t take risks. To benefit from digital disruption you need to manage digital risk.Managing risk and compliance with a siloed and manual “create spreadsheet, send emails, hope, respond to audit” work model is no longer effective. Through continuous monitoring and automation, LIKE.TG provides a real-time view of compliance and risk, improves decision making, and increases performance across the organization and with vendors.Only LIKE.TG 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. We believe this is the heart of integrated risk management, and we are proud to be recognized again as a leader by Gartner.We're also very humbled and grateful to be named a leader in the 2020 Gartner Magic Quadrant for IT Vendor Risk Management Tools.Learn more about LIKE.TG Governance Risk and Compliance.This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.[1] Gartner, ‘Magic Quadrant for Integrated Risk Management,’ by Jie Zhang, Brian Reed, July 15, 2019.

LIKE.TG to acquire Fairchild Resiliency Systems to help companies better manage risk at scale

Companies can leverage the Now Platform to plan so work can still happen during service outagesOrganizations are betting on digital initiatives to drive competitive advantage, and it is difficult to generate value if they don’t take risks.Risk comes in many forms - from hurricanes and hacks – and poorly managed risks can have serious consequences for a company: at stake are an organization’s reputation, profit margins, and customer satisfaction and retention.To help organizations be more resilient and mitigate risks, LIKE.TG has signed an agreement to acquire Fairchild Resiliency Systems[1], a business continuity management (BCM) company headquartered in Boston, MA.Fairchild’s BCM solution helps companies plan so that work can still happen during service and business process outages. With Fairchild, LIKE.TG plans to extend its Risk portfolio by bringing together Fairchild’s business continuity capabilities with LIKE.TG’s operational, vendor and IT risk management capabilities to give organizations the visibility and flexibility they need to better manage risk and become more resilient.Business Continuity 101IT disruptions and natural disasters are realities that organizations around the world must plan for and be able to quickly recover from. Service outages can also lead to regulatory action, including costly fines. Building resilience can help organizations address both types of risk.Fairchild’s BCM solution currently integrates with LIKE.TG® IT Service Management (ITSM) and Integrated Risk Management. Together, LIKE.TG and Fairchild help customers be more resilient and protect critical enterprise workflows by automating disaster recovery planning, exercising and management.With Fairchild, customers can leverage the strength of the Now Platform® to perform business impact analysis, identify gaps between IT capabilities and business needs that increase exposure, manage service outages and practice what-if scenarios.Here at LIKE.TG, we use Fairchild’s technology to support our own BCM program.Integrated Risk ManagementBuilt on the Now Platform, Fairchild complements LIKE.TG’s Risk portfolio, including risk management, audit management, vendor risk management and corporate compliance and oversight, which help organizations take an integrated approach to managing risk.Gartner has recognized the importance of an industry category called Integrated Risk Management (IRM), which is about “combining technology, processes and data to enable the simplification, automation and integration of strategic, operational and IT risk management across an organization.”The LIKE.TG Integrated Risk Management product helps organizations manage risk more effectively by connecting IT, operational and other types of risk and compliance activities on a single platform. The resulting data sharing and increased visibility can help organizations improve their decision-making and performance at the highest levels of the organization, and often reduce duplicative tools and efforts.LIKE.TG is a Leader in the Gartner 2019 Magic Quadrant for Integrated Risk Management Solutions[2] and Fairchild is a Challenger in the Gartner 2019 Magic Quadrant for Business Continuity Management.[3] Business Continuity Management is a core component of an Integrated Risk Management program.Celebrating what’s possible on the Now PlatformAt LIKE.TG, our focus is on delivering digital workflows that create great experiences and unlock productivity. Together with our partners, the Now Platform represents a true ‘force multiplier’ for our customers, helping them accelerate their digital transformation journeys and drive business value.As a LIKE.TG Independent Software Vendor (ISV) partner, Fairchild’s business was built entirely on the Now Platform. This is the first time LIKE.TG has acquired an ISV partner.The Now Platform includes powerful capabilities that drive cross-functional communication and processes, including a single data model to eliminate silos, automated workflows to reduce bottlenecks, and knowledge management to manage policies in one location.Today, we celebrate what’s possible on the Now Platform.LIKE.TG expects to complete the acquisition by the end of Q4 2019.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Forward‑Looking StatementsThis blog contains forward‑looking statements about the expectations, beliefs, plans, intentions and strategies relating to LIKE.TG’s acquisition of Fairchild. Such forward‑looking statements include statements regarding future product capabilities and expected benefits to ServiceNow. These statements reflect the current beliefs of LIKE.TG and are based on current information available to the LIKE.TG as of the date hereof. LIKE.TG does not assume any obligation to update the forward‑looking statements provided to reflect events that occur or circumstances that exist after the date on which they were made. The forward‑looking statements in this blog are subject to various risks and uncertainties that could cause actual outcomes and results to differ materially and adversely from those expressed in such forward‑looking statements. These risks and uncertainties include, without limitation, the inability to further assimilate or integrate Fairchild’s technology into our platform; the inability to retain key employees of Fairchild after the transaction closes; unanticipated expenses related to Fairchild’s acquired technology; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Fairchild’s business.[1] Fairchild Consulting Services does business as Fairchild Resiliency Systems.[2]Gartner, ‘Magic Quadrant for Integrated Risk Management Solutions’ by Jie Zhang, Brian Reed, July 15, 2019.[3] Gartner, ‘Magic Quadrant for Business Continuity Management’ by David Gregory, Roberta J. Witty, September 12, 2019.

LIKE.TG named a Leader in the IT Risk Management Magic Quadrant

It’s an honor to be recognized as a Leader in the Gartner 2020 Magic Quadrant for IT Risk Management (ITRM)! The comments from our customers are an extra tribute. According to the report:Per our understanding, the fact that we could exceed our customers’ expectations with our integrated risk portfolio and the Now Platform means we met our goal–now we must aim higher.Unlike the Magic Quadrant for Integrated Risk Management Solutions published in July 2019, where we were also recognized as a Leader, this report zeroes in on the needs of IT Risk and Compliance managers, CISOs, and CIOs.The governance, risk, and compliance industry is transforming as companies embrace the cloud and rethink tools, processes, and functional silos. Creaky and clunky solutions that never worked well are being replaced with modern, integrated platforms.As the modern, cloud-based platform for risk management, LIKE.TG connects security, IT and the business with an integrated risk framework. With LIKE.TG, you have flexible workflows to transform manual, siloed, and unfamiliar processes into a user-friendly, unified program built on a single platform. With risk monitoring and controls integrated throughout our platform for IT, we help optimize productivity, cost, and resilience. You leverage the data and tools you already have and use a common data model to easily bring in the data you need from other sources.Why is IT risk management so important right now? Because it matters to the board and executive team who are charting the organization’s course through turbulent waters.The winners in our current environment are will be the most adaptable businesses, not necessarily the biggest or most technologically advanced ones. To me, being adaptable means being agile and resilient.Changes are inevitable as we navigate through the return to work process and beyond. New vendors may be necessary, as well as new IT processes and security measures. There are new risks inherent in the new normal of how and where we work. With the imperatives to reduce cost and lighten stress for the workforce, it’s even more important to seamlessly embed risk management and compliance activities into your digital business processes and the familiar user experiences of your employees.By doing so, LIKE.TG can help you: Be more agile in your decision-making Increase productivity Gain real-time visibility into risk so you can better prepare for the inevitability of change Effectively communicate across the enterprise at all levels. Find out more about how LIKE.TG helps organizations improve IT risk management.This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Centralize your Security Response with LIKE.TG Security Operations and Microsoft Azure Sentinel (in public beta)

Security teams today are inundated with alerts and information from a growing number of siloed point solutions. Furthermore, manual processes and cross-team handoffs hinder the security team’s ability to efficiently respond to attacks.To help solve this challenge, LIKE.TG® has developed an integration to connect with different Microsoft security technologies like Azure Sentinel, Microsoft Defender Advanced Threat Protection, Azure Advanced Threat Protection, and more via Microsoft Graph. This enables customers to bring rich insights from Azure Sentinel and other Microsoft products into LIKE.TG Security Operations. Customers can manage and respond to security incidents centrally from within the Now Platform®.Streamlining security incident creationWith this integration using the Microsoft Graph Security API, security alerts will be ingested into LIKE.TG Security Operations to automatically create security incidents in LIKE.TG Security Incident Response.Alert Ingestion profiles ensure comprehensive mapping of details in the alert to Security Incident artifacts and trigger playbooks in LIKE.TG to orchestrate, triage, investigate and response actions.This automation of responses to alerts enables quality and consistency of security investigations and scales security incident teams.Applying the power of the Now Platform® Configuration Management Database (CMDB) to map threats, security incidents, and vulnerabilities to business services and IT infrastructure, to LIKE.TG Security Operations enables prioritization and risk scoring based on business impact, allowing security teams to focus on what is most critical to their business.Using built-in workflows, LIKE.TG routes incidents to the correct personnel or response tools to contain, mitigate or remediate threats. Post-incident reporting, customizable dashboards and metrics help teams gain insights into process workings and drives continuous improvement of the overall security profile.The Microsoft Graph Security API is an intermediary service (or broker) that provides a single programmatic interface to connect multiple security providers (Native to Microsoft as well as LIKE.TG Partners). Microsoft Azure Sentinel is a scalable, cloud-native, security information event management (SIEM) and security orchestration automated response (SOAR) solution. Discover other Microsoft security products included with this single integration with the Microsoft Graph Security API.Accelerating digital transformation for customersTogether, Microsoft and LIKE.TG will accelerate digital transformation for enterprise and government customers. We announced a strategic partnership in July which will move LIKE.TG workloads to Microsoft Azure for highly regulated industries. The strength of our relationship is felt by customers today with more than 20 integrations available between Microsoft and ServiceNow. Here is a sample of other recent integrations: Exchange online e-mail phishing integration with LIKE.TG Microsoft security compliance center integration with LIKE.TG Azure Active Directory integration with ServiceNow. Fun fact: Azure AD authenticates more LIKE.TG customers than any other identity provider. Azure Logic App connector for LIKE.TG – Use it natively in Azure Sentinel to build playbooks that can automatically create a LIKE.TG incidents from Azure Sentinel alerts. For more information on these and other integrations, visit LIKE.TG’s Security Operations Community blog posts and LIKE.TG store. For more information on the integration, click here to join the discussion on LIKE.TG Security Operations and Microsoft Azure Sentinel.Looking StatementsUse of Forward‑This blog contains “forward‑looking statements” regarding our future plans and performance. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) the timing of the general availability release of the beta integration, (ii) our ability to integrate with the Microsoft security technologies described herein and (iii) changes made to the beta integration prior to the general availability release. We undertake no obligation, and do not intend, to update these forward‑looking statements.

LIKE.TG named a Leader in the 2020 Magic Quadrant for IT Vendor Risk Management Tools

It’s an honor to be named a Leader in the 2020 Gartner Magic Quadrant for IT Vendor Risk Management Tools (ITVRM)!LIKE.TG Vendor Risk Management delivers a fast, smart, and connected way to manage third-party risk and build supplier resilience.This recognition as a Leader in the 2020 ITVRM Magic Quadrant comes shortly after Gartner also named LIKE.TG as a Leader in the 2020 Magic Quadrant for IT Risk Management and in the 2019 Magic Quadrant for Integrated Risk Management Solutions.Vendor Risk Management integrates seamlessly with our other Risk products and is built on the NOW Platform to enable organizations to integrate third-party risk with performance and enterprise risk, creating value for our customers.LIKE.TG Vendor Risk Management improves the way you manage third-party risk by: Increasing employee and vendor efficiency through automation and increased productivity Improving resilience and risk posture through continuous monitoring at scale and advanced technologies Integrating across the enterprise to connect third-party risk to performance and enterprise risk We accomplish that in the way that you’ve come to expect from LIKE.TG -- through flexible workflows that transform manual and siloed processes into a user-friendly, unified program built on a single platform and common data model.In addition, we released exciting new features in our LIKE.TG store in June, providing even more detail about the sources of your risk, defining risk areas, and assessing vendor hierarchy and engagements.During this time of crisis, vendor risk management is critical. The COVID-19 pandemic has changed the way we all do business, including how we work with third parties. Adapting to new procedures can increase pressure on critical suppliers and drive adoption of new ones. As these interactions evolve, business leaders must keep building supplier resilience through effective vendor risk management top of mind. LIKE.TG is the only cloud vendor that currently offers comprehensive third-party risk management tightly integrated with and embedded across the enterprise.We’re proud to be recognized by Gartner as a Leader in the 2020 Magic Quadrant for IT Vendor Risk Management Tools, and we’re excited to help your enterprise build a strong supplier resilience program.See for yourself. This report is an invaluable tool for those seeking an unbiased, third‑party evaluation of vendors as supplier resilience and third-party risk management become essential for business.Read Gartner’s Magic Quadrant report.This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from ServiceNow. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.[1] Gartner Magic Quadrant for IT Vendor Risk Management Tools, Joanne Spencer, Edward Weinstein, August 24, 2020.Gartner, Magic Quadrant for IT Risk Management, Khushbu Pratap, Brent Predovich, Claude Mandy, 11 August 2020Gartner, Magic Quadrant for Integrated Risk Management Solutions, 15 July 2019, Jie Zhang, Brian Reed

LIKE.TG leaders on 2020’s most significant trends of the years

Reflect on 2020 and hear from LIKE.TG leaders as they discuss some of the most significant trends of the year – from cybersecurity to customer and employee experiences – when the global health crisis is creating new realities for all of us. Take a fresh look at the trends shaping what’s next in the workplace.Industry Trends in Vulnerability Response with Dr. Larry PonemonToday’s cybercriminals are tenacious, well‑funded, and smart. And as the severity of cyberattacks increases, enterprise organizations find that they are not adequately equipped to prevent criminals from exploiting attack vectors—resources are simply spread too thinly.Without having the ability to prioritize vulnerabilities, automate processes end to end, and deploy patches in a timely manner, your organization may be at risk—all likely due to patchable issues. Gain valuable insights into the cost‑effective steps you can take right now to expand your visibility and take a more proactive approach to security.Join the Ponemon Institute and LIKE.TG for insights on: Trends in the threat landscape, along with current gaps in how patch management is handled today, and industry maturity in solution deployment Best practices to follow to help prevent the next breach from affecting your organization The webinar is hosted by: Dr. Larry Ponemon, Ponemon Institute Jonathan Walker, Lead Vulnerability Response Architect, LIKE.TG Three customer service megatrends in 2020Forrester predicts the adoption of AI and automation will increase in customer service and unlock more efficient operations and new revenue streams—all while offering better customer experiences as well. Does this include your organization?Hear from our guest Kate Leggett, Vice President and Principal Analyst at Forrester, as she shares three customer service megatrends for 2020; something all customer service leaders should hear. Key takeaways include: How automation and AI now serve as the customer service foundation Why your organization must produce superagents—supported by AI Steps to rethinking and improving your customer service culture Featuring Kate Leggett, VP, Principal Analyst, Forrester.The state of the employee service experience research - Making work life better at every stage of the employee journeyNew research from an exclusive LIKE.TG® survey revealed that while most employees were enthusiastic about their new roles and had a positive first few weeks, only 63% of the respondents continued to be enthusiastic about their current positions and companies today—that’s an astounding 22% drop.Why is that? According to the study, both big and small moments in between matter a great deal to employees. Many complained that only: 54% of employers allowed smartphone access to HR employee tools 33% of employers made it easy to complete paperwork on their mobile device before the employee’s first day 51% of employers made it easy to access a new hire portal and receive their equipment on their first day Hear from LIKE.TG leaders Pat Wadors, chief talent officer, and Chris Bedi, chief information officer, as they review trends from the report and share strategies to improve the employee experience.

3 ways to manage digital risk in any organization

Digital transformation is vital to business today. However, it can increase digital risks, which can take many forms. To help ensure your organization is protected against business disruptions, noncompliance, and errors, you need a robust digital risk management program.Our three-part Managing Digital Risk and Beyond webinar series is designed to help you prepare for, manage, and address digital risks in your organization:Develop a risk management programCreating any program starts with preparation. In part one of this webinar series, Preparing to tackle digital risk, LIKE.TG security and risk experts Barbara Kay and Scott Ferguson discuss the varying forms of digital risk and the necessary building blocks for a strong risk management program. Learn how to crawl, walk, and run your risk program by identifying your goals, strategy, and roadmap.Manage vendor riskYou’ve developed your risk management plan—now what? It’s time to coordinate and align your risk priorities across the organization. Watch the Managing digital risk webinar to learn how to get your vendors involved in your program.Greg Liebergen, director of IT service management company Edgile, joins Geeta Jhamb, senior advisory solution architect of LIKE.TG’s risk practice, to talk through best practices for risk management processes. Discover how to measure risk and ensure business resiliency.Address operational riskOnce you’ve developed your risk management program and tackled risk management, you can delve deeper into addressing day-to-day operational risks. These often appear to be smaller risks, but they can lead to company-wide failures.Join LIKE.TG risk experts in the Addressing operational risk webinar to learn how to decrease daily risks in your business activities. You’ll also be introduced to LIKE.TG GRC Advanced Risk, a plug-in to the Now Platform that will help you monitor, track, and mitigate risks across your organization.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

How LIKE.TG is prepared for Brexit – and beyond

It’s hard to believe that nearly half a decade has passed since the Brexit referendum of 2016. On 24 December, 2020, after years of negotiation, the United Kingdom and the European Union finally signed an agreement governing their separation. We finally have some clarity about the UK’s future relationship with the EU, although some aspects will remain open or somewhat vague in the short term.With £668 billion in annual trade between the UK and the EU, it’s safe to say the two markets will remain closely linked. But the new rules which came into force on January 1 will create new challenges for businesses on both sides of the Channel.Here’s how we at LIKE.TG have prepared for those challenges, and what other businesses should be considering as the UK exits the EU – and beyond.How LIKE.TG has prepared for BrexitFirst and foremost, the UK’s exit from the European Union means many businesses are now subject to a whole range of new rules and regulations. Whether you work in haulage, farming, or finance, your industry is likely facing a range of new processes, systems, and operations you’ve never had to deal with before.At LIKE.TG, we’ve taken steps to help minimise disruption and maintain business as usual. We’ve put extensive preparations in place and have invested in new infrastructure to bolster our service, including new data centre pairings in the EU and the UK. The goal of these investments is to give all our customers further confidence that we’re committed to ensure our service delivery remains compliant with both UK and EU law.We’re committed to having this remain the case in the future, too. Whilst the EU and UK markets may diverge only imperceptibly at first, we’re aware that even small changes can result in significant differences along the line, and that these differences can pose real problems for business.That’s why we’re continuing to monitor the situation on a regular basis, and have ongoing contingency plans to help our operations continue in a legally compliant manner, regardless of the changing political climate.Looking beyond BrexitUnderstandably, businesses have a lot of questions. Where are we likely to be in three years’ time? Where is our business going to be? What do we need to prepare for?But while the UK’s exit from the EU has been front of mind for many of late, it’s worth remembering that businesses often face macro events that require them to re-strategize and change how they operate.Getting business processes right has always been crucial to facing problems like this and minimising disruption. And it’s a problem faced by all markets, not just the UK and the EU.Across the world, right now, there are hundreds of markets looking for solutions to immensely complex challenges, whether political, economic, or social. Brexit is a reminder of a timeless lesson: we must keep our eyes wide open to all the challenges out there and be ready to seize opportunities while facin whatever the future may hold.As many businesses shelve their No-Deal preparations, it’s a particularly timely lesson. The success of a deal may make it seem like all those strategies, contingency plans, and worse-case scenarios were put together in vain, but that’s absolutely not the case.The current circumstances have encouraged a huge proportion of British and European companies to actively consider how to adapt, and what to do better; what to maintain, and what to start over. We shouldn’t let all that thinking go to waste.The events of the past five years have been a shot in the arm for many, and that work may yet bring fantastic ideas and important learnings to the fore that refresh and invigorate our businesses and leave them better prepared for what’s ahead.Digital workflows will continue to protect businesses against uncertaintyThis may make it all sound easy. Of course, we know it’s not.But while we can’t control or predict external challenges, we can make sure we’re sufficiently prepared to tackle them when they do arise.A digital workflow system like LIKE.TG can help businesses adapt faster compared to paper-based processes and point-to-point solutions. Our platform offers all the capabilities, and nuance you need for any scenario or sector – from IT, to HR, to customer experience, and more – providing answers to problems no one could have predicted.Our COVID apps are a great example of this, showing just how rapidly we can pivot and create bespoke solutions that are functional, relevant, and replicable.At the end of the day, you can’t solve the problems of the digital world with analogue solutions.The nimbler your internal systems – and the more practised you are with digital solutions – the better set up you are to adapt and succeed, whatever the circumstances.LIKE.TG: a partner for the futureAt LIKE.TG, we help people upgrade their systems, allowing them to work better and more efficiently. In a world with more questions than answers, we help customers face challenges head-on, and come out the other side even stronger.Whether it’s Brexit, COVID-19, or something else driving you to reconsider your game plan for the years ahead, we believe there’s never anything wrong with taking a closer look at your business processes and making sure you’re ready for the future.We don’t know what the world will look like in five years’ time.But if we stay on the front foot – and ensure we have the ability to respond to whatever challenges we face – we can take on almost anything.For more information on how you can address the challenges your business is facing, click here.

LIKE.TG Introduces New Operational Risk and Resilience Capabilities for the Enterprise

In today’s environment, organizations face increasing risk amid the pandemic and continued economic, geopolitical, and climate change-driven disruption. As a trusted partner to companies as they focus on mitigating operational risk, LIKE.TG is pleased to announce new Operational Risk and Resilience capabilities for the enterprise that will help companies manage operational disruption. We are also expanding our support for risk and cybersecurity in key verticals, including financial services, government, and healthcare.These innovations enhance LIKE.TG's risk capabilities to enable organizations to break down silos and automate workflows across the enterprise in order to better manage operational risk. They also establish a strong foundation of operational resilience to enable business continuity in this new world of work.We're introducing these new capabilities as organizations are confronted with new external pressures, requiring continued focus on operational risk management and mitigation. According to Forrester, "To survive and thrive in today's business environment, organizations must improve resilience and prepare for disruption if they hope to remain relevant and deliver value. The business case for [Governance, Risk and Compliance] must focus on improving risk visibility, aligning GRC efforts to business priorities, and delivering forward-looking insights to help firms act quickly and decisively." 1Resilient organizations anticipate these problems, develop controls, monitoring, and actionable response plans to minimize the impact, respond effectively when problems do occur, and learn and adapt from their experiences. In our recent Now Platform® Paris release in September 2020, LIKE.TG unveiled its Business Continuity Management (BCM) solution. BCM delivers automated business impact analysis, business continuity plan development, and crisis management by leveraging context within LIKE.TG's Now Platform to enable operational resilience. It also works with the Safe Workplace Apps to help support a resilient and compliant workforce as well as safe facilities.Operational resilience requires a strong business continuity management program, but it requires more than that to achieve organizational strength. Our new Operational Risk and Resilience capabilities round out BCM, and they include: New Operational Resilience Management overcomes silos to provide continuous visibility and impact-based guidance that empower each line of business to understand and manage operational risks to key business processes. The application calculates and tracks technology, supplier, facilities, and people resilience and recommends actions based on risk scores and the range of processes affected. This capability, available in November 2020, will help support compliance with the UK FCA regulation for operational resilience as well as broader Operational Resilience needs. It is also included with the Professional and Enterprise editions of the Integrated Risk Management product. Enhanced Third-Party Risk Management offers the flexibility and richness permit for tighter oversight of vendors and supply chains, which are critical to an organization's products and services, customers, and workforce. Sophisticated assessment supports supplier hierarchies and subsidiaries, and also provides ways to assess each level in the hierarchy based on different areas of risk, such as bankruptcy, delivery, and cybersecurity. These capabilities within LIKE.TG® Vendor Risk Management can be downloaded today from the LIKE.TG Store. Operational resilience and risk management go hand-in-hand. Operational risk management encompasses many types of risks including business continuity, resiliency, technology, third-party, data loss, regulations, and cybersecurity.The challenge of managing operational risk efficiently results from diverse and separate teams, data sets, and tools that are involved. Each group has its own priorities, risk types, and approaches, so much of the work is performed manually and in spreadsheets. Each audit is a new cycle of effort, and risk leaders can't effectively manage or report on the overall risk posture.As part of this announcement, we connect risk management across these domains with an innovative, advanced risk assessment engine that supports evaluation, manually or automatically, of any type of risk using any methodology. This engine supports the need for each line of business to use unique ways to define and assess risk and encourages front line self-assessment with automated and manual options. As part of integrated risk management, it simplifies the identification of noncompliant controls and monitoring of high-risk areas while tracking the full range of risk events.These new and enhanced capabilities are core to any business and give COOs, or any executive overseeing operational risk functions, the ability to manage risk across organizational silos. And while other risk and resilience solutions require extensive customization and integration, the LIKE.TG Operational Risk and Resilience capabilities can integrate with existing enterprise workflows and embed risk indicators throughout the business – across HR, customer service, and IT workflows – with minimal implementation effort, delay, or added cost.In addition to the new and expanded solutions for Operational Risk and Resilience, LIKE.TG is also offering new support for frameworks and regulatory change management, which helps key industries (government, financial services, and healthcare) keep up with the volume, variety and increasingly prescriptive regulatory requirements. With this new support for NIST RMF, CIS Top 20 Controls, Bank for International Settlements (BIS) guidance, and change management to automate regulatory updates, organizations can be more effective in managing their compliance obligations. External and internal sources can be managed together more efficiently, permitting more automated workflows, and increasing consistency and accountability.According to Frederic Veron, Business Resiliency and Continuity Leader at Ernst Young LLP (EY), "We view LIKE.TG’s roadmap acceleration into operational risk as a game changer for the industry. The ability to address risk in real-time is why we’ve created the EY operational resilience framework for our financial services clients on the Now Platform. This framework helps our customers support day-to-day operations through any disruption—from normal and benign, to major events—while minimizing business impact. Such resiliency is needed now more than ever as many organizations navigate a shift to increased remote operations."LIKE.TG has proven leadership in bringing IT, security, HR, customer service, and other organizational workflow data together with risk management processes for a unified, modern solution on the Now Platform. LIKE.TG's risk solution has been positioned a Leader in the Gartner Magic Quadrant for Integrated Risk Management for its ability to deliver continuous monitoring, prioritization, and automation for risk response.If your organization is facing operational risk challenges or wants to chart a course to operational resilience, reach out to a LIKE.TG representative to learn how we can help. We are here to support you on your journey.For more information on our new and enhanced capabilities for enterprise-grade Operational Risk and Resilience, visit: servicenow.com/risk.Additional Resources: Risk and Resilience Landing Page Operational Resilience Demo Vasant Balasubramanian on Operational Risk and Resilience (Video) The new C-suite KPI: operational resilience (Workflow article) How to build a risk-informed business (LIKE.TG blog) Analyst Research

3 ways to improve your enterprise IT security

You’ve undoubtedly heard the saying, “A chain is only as strong as its weakest link.” The same idea applies to your IT systems. They’re only as secure as their weakest vulnerability.No organization wants to fall victim to a cyberattack. These three LIKE.TG webinars will help prepare you to boost your enterprise IT security and, ultimately, safeguard your business.Protect your distributed workforceThe COVID-19 pandemic forced companies to transition quickly to remote work to keep employees safe. Enabling workers to access the company network from anywhere and any device can put organizations at greater risk for security vulnerabilities.Watch our Attacking and Defending a Distributed Workforce Black Hat webinar to learn more about security vulnerabilities from the perspectives of both attackers and defenders. Armed with this knowledge, you’ll be in a better position to protect your systems and security operations.Defend your payment systemsContactless payments are not as safe as you might think. Yet, they continue to gain popularity for their convenience. It’s more important than ever to examine the potential security risks that can arise from these types of payments and payment systems.Contactless payment systems rely heavily on older technology. In our Vulnerabilities in Contactless Payments webinar, you’ll learn about the resulting security risks. Two executives from global cybersecurity company Cyber RD Lab join Karl Klaessig, director of product marketing for security operations at LIKE.TG, to discuss this important topic.You’ll also learn best practices to keep your business safe from attacks on your transactional systems.Shield your applicationsPart of DevOps involves securely developing and testing applications to ensure they're protected from beginning to end. In our Know and Respond to Application Vulnerabilities webinar, LIKE.TG Outbound Product Manager Julian Azaret explores the need for a single view of application vulnerabilities in real time.Discover how using the Now Platform can help you include security scanning in every step of the development process to keep threats at bay.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Sparking security transformation with LIKE.TG Security Operations

Diversification and digital transformation are the key to success for businesses in most industries. Spark – formerly Telecom New Zealand – is no exception. The business is now looking to build on its expertise in telecommunications with a broad range of digital services.These far-reaching changes also require a disciplined security response. Josh Bahlman, tribe lead for cyber security at Spark, joined us in LIKE.TG Neighbourhood – our online community featuring speakers who are changing the way work is done – to share the organization’s digital security journey.Josh’s team had a formidable task and is sized appropriately. “My security team is probably the largest in New Zealand, and that’s more out of necessity than anything else,” he explains. “[We have] to protect our telco networks [and] our enterprise as well as our customers through managed services [and] IT services as well.”Spark’s adoption of LIKE.TG Security Operations to support cyber-security aligned with a broader move by the business to consolidate its service management, processes, and workflows. “It was a no-brainer for the cyber-security team to follow suit,” says Josh.The cyber security team began with incident response and consolidating a range of security tools into a single location so it could provide better support to the business.It then focused on vulnerability management and, using third-party scanning integrated with LIKE.TG workflow management, gained better visibility of risk and improved its ability to position work with the right groups for resolution.Spark is continuing to review how automation with LIKE.TG Security Operations can improve the efficiency of security processes. Josh took the opportunity in the LIKE.TG Neighborhood to share with us some reporting that would help direct his automation activities.First, he says, the cyber security team spends half its time on incident reporting false-positives – an inordinate amount of collective energy that needs to be addressed. Second, nearly a third of incident tickets involve denial of service – an area the team is already using automation to mitigate.Finally, phishing attacks are wasting a lot of the team’s time and Josh plans to use automation to reduce the load.Josh also shared with us the techniques and processes Spark used to successfully deploy LIKE.TG Security Operations. These included using the skills of partner InfoSys and breaking the project into chunks to help people grow with the platform rather than try to absorb all its capabilities at once.Spark spent four months switching on the capabilities of the platform and another 12 on adoption and maturation. The business also modified its processes to align with LIKE.TG Security Operations so it could minimize the required work on upgrades and keep up to date with new releases.“Now the pressure is on me and my team to see how we can evolve that further,” says Josh. His projects include using LIKE.TG to gauge bottom-up risk and streamline the audit processes.“What I’ve been searching for is how I can quantify risk around specific assets and maybe even specific resolver groups and people,” he says. “We’re looking at…an integrated risk management tool and feature inside the suite of modules you can turn on.”To view the LIKE.TG Neighbourhood session with Josh, click on this link: https://content.servicenow.com/nowneighbourhood/Spark-Customer_Story?lx=U9S4CUelqcampid=25124cname=FE-Q3ANZDigitalSeriesSession6-Online-21AUG20-APJ

Out of the box GRC Processes - How two companies prospered

At first glance, AltaGas Ltd. and Align Technology don’t have much in common. AltaGas Ltd. is a North American energy infrastructure business with a focus on owning and operating assets to provide clean and affordable energy to its customers. Align Technology is a leading manufacturer of 3D digital scanners and clear aligners used in orthodontics.However, the two companies share similar stories when it comes to the technology they use to manage governance, risk, and compliance (GRC) issues. Both are case studies in how implementing LIKE.TG solutions out-of-the-box can result in quicker time –to value and pave the way to future innovations.AltaGas: Energy and riskAltaGas’ GRC processes intensified with a 2017 acquisition. AltaGas needed to integrate two company networks and establish equivalent security and risk processes across the newly consolidated enterprise.In 2018, the company initiated a new cybersecurity/GRC regime with an aggressive deadline for reaching maturity. As a LIKE.TG® ITSM customer, the company knew they could deploy LIKE.TG Risk Management out of the box, without complex customization of dashboards, workflows, and tables. The initial project included 17 security standards with 120 new controls. AltaGas was up and running in just 45 days.In 2019, the company built on that progress by implementing LIKE.TG Issue Management to test the new controls, and LIKE.TG Policy and Compliance to prepare for external audit testing. Previously, the AltaGas team used spreadsheets to track issues and met for an hour every day to discuss pending issues. Now they meet twice a week for half an hour and use a virtual task board that shows who is responsible for a task along with the status of each task. Increased transparency and process automation helped AltaGas reach its goal of achieving 80% compliance on all controls in just three months. Just as important, senior management quickly saw the value of the out-of-the-box strategy and has greater confidence in the team’s ability to manage future audits.Align Technology: Simplifying evidence collectionAlign Technology also had a history with LIKE.TG, so LIKE.TG® Risk Management was an obvious candidate when the company began looking for a new solution to manage its compliance obligations while documenting and managing risk. The company implemented Risk Management and Issue Management outof thebox in 2018. In 2019, the company developed a custom app to collect and track a growing volume of requests for its evidence for compliance and audit obligations. The compliance team created hundreds of requests using the tool, and they made frequent requests for changes in functionality and workflows.The custom app was a departure from the out-of-the-box approach that drove the initial decision to go with ServiceNow. However, the Align team knew that LIKE.TG offered similar capabilities, so they enlisted Iceberg Networks to help them replace their custom tool with standard capabilities from LIKE.TG Policy and Compliance that were already part of their subscription.“We picked LIKE.TG GRC because it provided a single place to center our GRC program and allowed us to integrate with the systems already in place on our service desk,” says Adam Leigh, senior Manager for technology risk management at Align TechnologyIceberg Networks helped Align Technologies make the needed configuration changes and define their control objectives. When a request didn’t meet the control objective, the system would automatically create a control issue for tracking and remediation and adjust the risk score. They also used indicators to collect evidence.By replacing the custom app with standard LIKE.TG capabilities, the company got a solution that was easier to maintain and would benefit from future LIKE.TG upgrades. Just as important, the team was able to automate the way it managed requests. The number of controls has continued to grow Even so, Align has moved from 670 manually created emails for evidence requests to just 100 the following year.Different companies, same strategyAlthough they’re two different companies working in very different industries, AltaGas and Align Technology used similar strategies to achieve value sooner with LIKE.TG: Implement out-of-the-box as much as possible Pick a target and rally the entire organization around it Identify a success metric that will prove the value of the strategy Every company has its unique processes and methods that help it create a competitive edge. However, AltaGas and Align Technology both demonstrate that you don’t necessarily need highly customized technology to support that uniqueness.Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Becoming an agent for environmental change

Traveling with my family across Canada and Alaska in recent years, I witnessed the devastating impact human beings are making on the planet. We saw ancient rainforests severely impacted by long droughts and fast-melting glaciers at Glacier Bay—both the result of climate change. From that moment on, I knew I wanted to use my knowledge and expertise to support the fight against climate change.It might sound cliché, but all of us, including the corporations we work for, have a responsibility to make a positive impact on our environment. We need to ensure future generations will be able to enjoy our beautiful planet. The main impact I can make, besides changing my own behavior, is to help my company become more sustainable.At LIKE.TG, we’ve become very serious about how we support the fight against climate change. In 2020, while drafting our environmental goals as part of our global impact strategy, our intention was (and still is) to drive environmental value for ourselves, our customers, our partners, and our global communities.Starting from a blank canvasI’m proud of what we’ve achieved in a very short time. In the spring of 2020, we published our first Global Impact ESG Fact Sheet, detailing our environmental, social, and government (ESG) practices. And today, we released our first Global Impact Report and our updated ESG Fact Sheet. We’ve officially embarked on our environmental journey.Key to a successful journey is the education of our more than 13,000 employees on our environmental approach. As Chief Financial Officer Gina Mastantuono noted in her blog announcing the launch of our report, a milestone in our employee educational journey was celebrating Earth Day for the first time on April 22. That day, we unveiled our environmental goals internally, signaling our commitment to, and raising awareness about, climate change.Raising awareness is one thing; determining how to fight climate change is another. Industry best practices informed the foundation for our plan of action, and we’ve set ambitious targets to become a global leader in this field.Becoming a leader in sustainabilityWhat does it take to become a leader in sustainability? From my perspective, three tenets will help us become the environmental leader we aspire to be:1. Leading by exampleAs a corporation, we can only do so much to decrease our operational carbon footprint. By educating and engaging with our employees, customers, partners, and other stakeholders on the topic of sustainability, we can drive positive change. This is the “multiplier effect” the world needs to drive true global transformation.2. Staying true to our valuesActing with integrity and staying true to our values will help us create the biggest impact with the highest value. We earn trust by delivering on our commitments with sustainable impact. At LIKE.TG, our culture is rooted in being hungry and humble. The combination of strong cultural values with a highly talented, passionate, and ambitious workforce means we have the potential to achieve amazing results for the planet.3. Executing transparently and authenticallyBeing transparent and authentic in the world of sustainability is crucial to success in this industry. With a broad range of reporting standards, and with constant changes in regulation, we need to differentiate ourselves. We must master accuracy, authenticity, and consistency in our reporting, sharing both our achievements and challenges on an ongoing basis.Driving change through innovationWithin environmental sustainability, it’s important to set long-term, measurable goals, but it’s equally imperative to focus our efforts. That’s why we started by defining our short-term goals, which include achieving 100% renewable energy and being carbon neutral by the end of 2021.In 2021, we also committed to achieve net-zero carbon, aligned with the Science Based Targets Initiative (SBTi). Aligning with SBTi not only ensures transparency in our journey, but it also holds us accountable to reach our targets. We’ll use 2019 as our baseline year and commit to a much more aggressive schedule than the 2050 timeline set by the Paris Agreement.To help support the transition from fossil fuels to renewables, we’ll procure high-quality renewable energy credits (iRECs) and virtual power purchase agreements (VPPAs). Where we cannot reduce or replace with renewables, we’ll invest in carbon offset programs. In addition to making indirect investments, we’ll forge other carbon reduction projects within our organization.The biggest differentiator for LIKE.TG is our Now Platform and our opportunity to workflow a better world. After all, we won’t be able to solve climate change or circularity issues alone: We need our entire ecosystem to support this effort. The way we’ll truly activate our ecosystem is by using our Now Platform to help our customers drive more sustainable outcomes.By co-innovating, we can tackle real operational issues on topics such as circularity, energy use, waste, and water—which will ultimately help customers reduce costs and their environmental footprint.It’s time to execute and deliver impact across our entire value chain. We’ll focus on achieving the goals we’ve set and reporting on our progress by sharing lessons learned and best practices.Although we have much work ahead, we’re one step closer to becoming an agent for environmental change.Learn more in our Global Impact Report.

Workflowing a better world

I’m a big believer in leaving things better than I found them. I apply that mentality to work, home, and all the places in between. This planet is pretty remarkable, as are the approximately 7.6 billion people who share it. So, it’s no surprise that I want to play a part and create lasting change that leaves our world more sustainable, more equitable, and more ethical for everyone.We know that doing well as a business is about more than growing profits. That’s why today, I’m thrilled and honored to share LIKE.TG’s first annual Global Impact Report 2021 and highlight some of the ways we’re committed to positively impacting our planet, each other, and the communities we serve.Our big threeThe year 2020 was a year like no other. We lived through unparalleled experiences that forever changed the way we think, live, and work. I believe such profound change provides tremendous opportunity to bring our company together and harness our business reach and the power of the Now Platform®. Embracing these opportunities is part and parcel of our company’s DNA, and the art of the possible energizes me.Guided by our global impact vision to workflow a better world, we’re committed to creating impact and changing the way the world works by focusing on three key pillars: Sustaining our planet by championing a resource-efficient, net-zero carbon environment Creating equitable opportunity by making work more equitable, accessible, and rewarding for all people Acting with integrity by building trust through ethical, transparent, and secure business practices Rising to the challengeThe pandemic created some of the greatest workflow challenges of our generation, and LIKE.TG has been able to use the power of the Now Platform to digitize solutions for these unprecedented times.When the world changed before our eyes in early 2020, we introduced our COVID-19 Emergency Response apps, which helped organizations respond to the challenges presented by the pandemic. We followed that up with our Safe Workplace Suite of applications to help organizations gauge workforce and workplace readiness to prepare for employees’ return to the workplace.This year, we launched our Vaccine Administration Management solution to address vaccine management challenges at scale by removing logistical barriers to speed up the immunization process—helping healthcare providers and state and local governments vaccinate their citizens and keep them healthy and safe.Using existing LIKE.TG® solutions or building their own applications on the Now Platform, customers and communities are workflowing their way through significant challenges and opening new opportunities. I dare say, collectively, we’re helping to workflow a better world and, in turn, making the world work better.Our path to a healthier planetIn honor of Earth Day, I had the opportunity to participate in a panel and was inspired by our employees’ enthusiasm and innovative spirit as they shared stories of how they’re contributing to protecting our planet.I was eager to share my own story about Meatless Mondays at our house. Did you know that by skipping meat just one day a week, Americans could save an estimated 100 billion gallons of water each year? It’s amazing how the tiny, everyday changes we make can have such an incredible impact on the environment.While LIKE.TG’s environmental efforts are relatively new and we’re early in our reporting journey, we’re developing long-term plans for our priority environmental issues, including climate and energy, sustainable procurement, and waste.Using science as our guide, we’ve laid the groundwork to achieve our goals, focusing on increasing energy efficiency in our datacenters and offices, sourcing less carbon-intensive materials for our operations, and traveling more sustainably.We believe our work will have a multiplier effect—as we develop and implement sustainable workflow solutions in our operations, we’ll make them available to our customers to do the same.All in on creating equitable opportunity for allThe future of work must mean more opportunities for more people. Everyone has a right to belong, to participate, and to reach their full potential. Companies have a critical role to play in helping to build a more inclusive world.This includes improving diversity, inclusion, and belonging (DIBs) and keeping employees safe, supported, and engaged; closing the digital skills gap to enhance the talent pipeline; and making the future of work more accessible and rewarding for everyone.Here are a couple of examples of how we’re addressing some of the world’s most urgent social needs: Our three-year, $1.5 million partnership with Second Harvest of Silicon Valley is raising awareness of the urgent issue of student hunger and supporting the delivery of 1 million nutritious meals annually for students and families in need. The LIKE.TG Racial Equity Fund, a $100 million fund aimed at reducing the wealth gap and expanding opportunities for individuals, families, entrepreneurs, and business owners in Black communities, is facilitating sustainable wealth creation through homeownership, entrepreneurship, and neighborhood revitalization. I’m also thrilled to report that we have achieved systematic pay equity for our global employees. Because pay equity is so dynamic, especially in a high-growth company like ours, we manage it on an ongoing basis and do regular analyses and adjustments. This approach has led us to achieve systematic pay equity company-wide and ensures we maintain that pay equity on an ongoing basis.Trust is paramount to you and usWe’ve pledged to build on the trust we’ve established over our 17-year history and to lead with transparency and disclosure in all we do. We aim to provide the utmost data security and privacy, foster ethical use of data, and ensure business continuity for ourselves and our customers.Delivering customer success has always been one of our core values. As caretakers of our customers’ data, we established a Data Ethics Council in 2020, comprised of senior executives from IT, data security and privacy, AI, and legal, to discuss new and innovative uses of data that are consistent with our values and review current data privacy and security issues.Now the real work beginsWe’ve identified our environmental, social, and governance priority issues, developed our global impact strategy, set ambitious goals, published our inaugural Global Impact Report, and built a governance model to guide us in this work.We know that when we bring our whole company together—uniting our collective expertise, Now Platform and market-leading workflows, broad industry partnerships, commitment to community engagement, resources, and purpose-driven culture—the impact we can create for our employees, customers, shareholders, and communities is infinite.With the foundational work done, we’re inspired and dreaming big about what the future holds.Read our Global Impact Report.

LIKE.TG integrates SecOps with Microsoft to boost user security

Over the past year, organizations worldwide have seen an increasing number of cyberattacks. Phishing and vulnerability exploits continue to be leading attack channels. The content adapts to the times (COVID-19-related phishing, for example), but the attack channels themselves are not new. Combating these attack types requires a focus on transforming security operations and response.LIKE.TG is building on its workflow and platform approach to Security Operations (SecOps) by adding integrations with Microsoft security solutions, including Azure Sentinel, Teams, SharePoint, and Threat Vulnerability Management. These integrations are another exciting step that increases security teams’ efficiency and responsiveness, keeping customers, citizens, and users safe.The rise of ransomware attacksBeginning well before the COVD-19 pandemic, organizations and governments began to see an alarming rise in the number of ransomware attacks across the globe. Verizon’s 2021 Data Breach Investigations Report revealed 10% of breaches in 2020 involved ransomware—double the amount from the previous year.Security operations teams are increasingly stretched and struggle to keep their heads above water when responding to (and preventing) these attacks. To make matters worse, most of the tools and processes at security teams’ disposal today simply aren’t integrated or automated.Furthermore, if an incident becomes a major incident like the Colonial Pipeline ransomware event, there’s even more pressure and focus on responding quickly and collaborating across the organization.Preventing and responding to ransomware attacks requires centralized visibility into security posture, risk-based prioritization of vulnerabilities and incidents, automated workflows for efficient response, and collaboration inside and outside of security.An integrated responseLIKE.TG’s integration with the Microsoft security suite helps achieve these goals. With the Microsoft Azure Sentinel integration, LIKE.TG Security Incident Response (SIR) can respond to an incident quickly after Azure detects it. Knowledge and evidence sharing are automatic, so the organization can catch an incident before it impacts customers.Microsoft Teams and SharePoint integrations with the upcoming SIR Major Security Incident Management feature will ensure streamlined coordination across the enterprise. Cross-functional teams will be able to collaborate on incidents using the automated setup of dedicated Teams channels.In addition, all evidence and data that teams gather can be stored in SharePoint folder structures that are automatically created and linked to the case record. In combination with task tracking, audit logs, and more, the Teams and SharePoint integrations are part of a virtual war room experience that helps customers stay on top of mission-critical events.Microsoft Threat Vulnerability Management integration with LIKE.TG Vulnerability Response allows teams to become more proactive in preventing attacks. Using asset and business context, Vulnerability Response prioritizes vulnerabilities and drives remediation and deferral workflows across security and IT.As a result, teams can better coordinate on incident response and on proactive attack surface management, making high-priority incidents such as ransomware less likely.Benefits for every industryAlmost 80% of the Fortune 500 are using the Now Platform, and more and more customers are realizing the value of running security operations on the same platform as IT.In particular, two sets of industries stand to benefit: those that have been hit particularly hard over the past year (including retail and e-commerce) and industries in regulated markets, such as financial services and the public sector.LIKE.TG’s partnership with Microsoft enables security teams to: Get the context they need for risk-based prioritization Drive workflow and automated actions to respond to incidents that threaten mission-critical assets Record a paper trail that makes it easy to audit the incident afterward As security incidents such as Colonial Pipeline grow increasingly prevalent, organizations will continue to rely on workflows to strengthen their security posture. These new integrations that tie Microsoft’s security suite into the LIKE.TG SecOps ecosystem are an important part of that story.Learn how LIKE.TG SIR helps you stay ahead of cybercriminals.See a SecOps demo.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

LIKE.TG named a Leader in the Gartner Magic Quadrant for IT Vendor Risk Management Tools

It is my honor to announce LIKE.TG has been named a Leader in the 2021 Gartner Magic Quadrant for IT Vendor Risk Management Tools. This is the second consecutive year that LIKE.TG has been positioned as a Leader and is recognized in the report for market understanding, product offering strategy, and sales execution pricing.Today more than ever, third parties are key partners in business success. Enterprises continue to increase reliance on third parties to help accelerate innovation, digital transformation, and growth. But this greater reliance on third parties exposes organizations to higher risk, so a third-party’s risk and compliance posture becomes more important than ever to your own risk posture, resilience, and reputation.LIKE.TG® Vendor Risk Management (VRM) transforms the way organizations manage risks associated with these changes by instituting a standardized and transparent process to manage the lifecycle for risk assessments, due diligence, and risk response with third parties, such as business partners and vendors. We believe the following are the key LIKE.TG VRM capabilities Seamless integration with IRM solution suite Integration between LIKE.TG product with all information essentially in one place Industry-specific regulatory content Global network of sales and Support centers Pricing inclusive of maintenance, hosting and licensing, with no additional cost Many organizations haven’t fully thought through the implications of risks associated with the new ways of operating and expanded use of digital services, creating a daunting landscape for understanding and reducing third-party risk. We believe our VRM solution helps prepare organizations to adopt new vendors, services, and supply chains with confidence and build resilience into their operating model.According to Gartner, “The market for IT VRM tools continues to evolve and mature. Vendors are providing more automation within their tools through machine learning and natural language processing (NLP); a focus on environmental, social, and governance (ESG) demands; and an increased appreciation for third-party risk, particularly in a post-pandemic world. Regulatory guidance and newer privacy and data breach notification regulations in many industries have made IT VRM an essential requirement.”1Key benefits VRM capabilities delivered through the Now Platform® include: Increased employee and vendor efficiency by automating assessments, response to issues, and risk scoring to focus efforts where they are needed most. Improved resilience and risk posture by continuous monitoring at scale to validate compliance and manage risks. Integration across the enterprise by embedding vendor risk activities into business workflows and integrating it with enterprise and operational risk programs on a single, cloud-based platform. LIKE.TG VRM integrates seamlessly with our other risk products and is built on the Now Platform to enable organizations to integrate third-party risk with performance and enterprise risk, creating value for our customers. The Now Platform features role-based workspaces that enable users to perform day-to-day activities more easily with issues, tasks, and quick links all in one place. LIKE.TG is uniquely positioned among cloud vendors, offering comprehensive third-party risk management capabilities that are tightly integrated with and embedded across the enterprise.We’re proud to be recognized by Gartner as a Leader in the 2021 Magic Quadrant for IT VRM Tools and excited to help your enterprise build a strong supplier resilience program. See for yourself. This report is an invaluable tool for those seeking an unbiased, third-party evaluation of vendors as supplier resilience and third-party risk management become increasingly essential to the success of your business.Check out the 2021 Gartner Magic Quadrant for IT Vendor Risk Management ToolsLearn more about LIKE.TG Vendor Risk Management.1Gartner, Magic Quadrant for IT Vendor Risk Management Tools, Joanne Spencer, Edward Weinstein and Luke Ellery, August 30, 2021.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. (This will be soon updated in our Policy as well)This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Gartner.

Announcing an integrated solution to activate ESG across the enterprise

Over the past decade, the world has experienced remarkable changes and unprecedented challenges. Every year sees a sharp increase in natural disasters driven by a global rise in carbon emissions, according to the World Meteorological Organization. Mass protests have underscored the need for a more inclusive society and workplace. The pandemic has highlighted the importance of business continuity.As global citizens, we have the responsibility to leave the world better than we found it. As business leaders, we have the responsibility to our customers and stakeholders to showcase our commitment to sustainability, diversity, and resilience: to tackle big environmental, social, and business challenges as a community.That’s why I’m leading our environmental, social, and governance (ESG) work at LIKE.TG in earnest, and why I’m passionate about what’s ahead for us all. LIKE.TG is releasing a new integrated solution that empowers companies to activate ESG initiatives and activities across the enterprise. The time is now to workflow a better world.An urgent needDespite the pressing need to address sustainability, environmental, and social issues at the enterprise level, companies lack an enterprise-wide platform for ESG. There are hundreds of tools and products on the market that help companies manage individual aspects of their ESG efforts, but currently available technology products support discrete, disconnected ESG efforts—only compounding matters.This is a problem. I firmly believe we work better when we can communicate, connect, and make quick, informed business decisions. Something as crucial as ESG efforts shouldn’t be as manual, isolated, and cumbersome as they are.Customers and stakeholders understand this too and expect businesses to keep up and exceed regulatory criteria for ESG. But doing so isn’t easy. Regulations continue to evolve. More than 170 proposed ESG regulatory measures have emerged in the past three years alone, according to FT Adviser. Companies urgently need a platform approach that enables them to keep up with and respond to changing requirements.And it’s not just about regulations. It’s about building stakeholder trust. Companies are prioritizing ESG commitments, actions, and investments to contribute to a more sustainable, equitable, and ethical world and create long-term value for all stakeholders. Our future hangs in the balance. As business leaders, it’s our responsibility to step up and meet this challenge.Making the world work betterAt LIKE.TG, we have big dreams, and we have the technology to realize those dreams. Our goal is to give companies the building blocks they need to meet some of the greatest challenges of our time.We’re bringing together the Now Platform® with new and existing products and our partner ecosystem to enable companies to make a positive impact on the world. Our integrated solution aims to build transparency, enable efficient and scalable business operations, and help companies innovate products and services to improve their sustainability efforts. The new solution announced today is crucial infrastructure to digitize and transform ESG strategy, management, governance, and reporting into a smooth-running operational system. This modular solution will help organizations mature and enhance their ESG programs for higher impact with greater efficiency. The solution unites:LIKE.TG ESG Management and Reporting I’m a strong proponent of transparency, especially when it comes to something as critical as building ESG initiatives. We can’t fight climate change or build a more inclusive and resilient workplace without establishing targets for progress.This organically built solution enables companies to establish goals and key performance indicators, track their progress, collect and audit data, and create disclosures aligned with major ESG reporting frameworks. A single source of truth simplifies collection, maintenance, and sharing of critical ESG data. LIKE.TG Project and Portfolio Management The ESG effort is a multi-year, enterprise-wide journey, so creating a plan and managing it will take structure, milestones, and flexibility. This operational backbone solution helps companies align strategy with an ongoing execution roadmap of projects and programs. Businesses can easily keep track of performance against strategies, objectives, budgeting, costs, resources, investments, and results. LIKE.TG Integrated Risk Management ESG has many different policies, regulations, and stakeholders, with more coming. This solution delivers the key governance capabilities companies need, including continuous control and risk monitoring and audit support, as well as options such as advanced risk assessments, AI, audits, privacy, and automation. The platform provides a real-time view of ESG compliance and risk to help business leaders navigate decision-making and business performance. Integrations with ESG workflows This solution provides an operational layer that collects metrics and monitors workflows built on LIKE.TG® products such as Business Continuity Management, Vendor Risk Management, Security Operations, Hardware Asset Management, and Safe Workplace Apps. We can’t tackle big environmental, social, and business challenges alone. In addition to providing these new solutions, LIKE.TG is working closely with our partner and developer ecosystem to address ESG challenges in creative ways. For example, we’re working with KPMG to build new ESG workflows to further extend the capabilities of the Now Platform.Using the Now Platform and our low-code app development tools, our partners and customers can create new workflows that serve the unique requirements of industries and geographies, address specific material issues, and extend ESG initiatives beyond the enterprise to the supply chain.Let’s workflow a better futureOur commitment to ESG doesn’t stop there. LIKE.TG is implementing our own ESG solution across the enterprise, and we’ll report on our progress in our next Global Impact Report in the spring of 2022.I’m confident that with science, technology, and community on our side, we can tackle the most significant problems of our time. Together, we can workflow a better future and a brighter world for all.Learn more about how to workflow your ESG program.Use of forward‑looking statementsThis blog contains “forward‑looking statements” about the expectations, beliefs, plans, intentions and strategies relating to LIKE.TG’s integrated ESG solution and related products. Such forward‑looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include, without limitation, (i) changes in the ESG regulatory landscape; and (ii) unexpected delays, difficulties, and expenses in making available the ESG solution or executing this strategy. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.

Integrating SOAR and MITRE ATT&CK framework to help SecOps take flight

Old news: The pandemic changed the world. New news: Security operations still need to act as if the crisis continues. Here's why.Prior to the pandemic, organizations around the world were already moving forward with digital transformation. COVID-19 forced enterprises to scale like never before—adding public cloud services, new network devices, remote workers, and software as a service (SaaS) applications. This left security operations scrambling to keep pace because, unsurprisingly, a growing attack surface means growing cyberthreats.MITRE ATTCK framework for stronger securityOrganizations often rely too much on point tools and manual processes. In addition, they often face a shortage of advanced security skills in areas such as threat intelligence analysis and incident response. Between alert fatigue, manual processes, and an ever-growing list of cyberthreats, it can be nearly impossible for security operations center (SOC) teams to stay on top of everything.Many organizations have adopted security orchestration, automation, and response (SOAR) technology to help them face today’s security issues head-on. When SOAR is coupled with the MITRE ATTCK framework, SOC teams have the means to proactively: Drive fast security response. Prioritize threats by business context. Automate required actions to triage and remediate incidents quickly. The MITRE ATTCK framework also gives organizations an adversarial perspective on their defenses, showing how adversaries would act against them in a concerted, targeted attack.Improving security operationsAlthough many security tools provide basic MITRE ATTCK support, SOC teams often find it hard to operationalize the framework into processes for incident detection and security engineering, along with threat hunting and response.In fact, 63% of organizations believe security operations are more difficult today than they were only two years ago, according to ESG research. With the increasingly dangerous threat landscape, the volume of security data needed for analysis, and an overwhelming number of security alerts to be triaged, prioritized, investigated, and acted upon, it’s easy to see how an already complex numbers game is turning into a security management nightmare.LIKE.TG is committed to tight integration between its SOAR platform (Security Incident Response) and the MITRE ATTCK framework. In this way, we can not only operationalize MITRE ATTCK and automate processes, but also help organizations improve the efficacy and efficiency of security operations in areas such as: Incident detection Assessment and engineering Cyberthreat intelligence analysis Adversary emulation Now is the time to consider integrating SOAR technology and the MITRE ATTCK framework into your daily security operations. Read the ESG white paper, Using LIKE.TG SOAR to Operationalize MITRE ATTCK, to learn why the time is right, what benefits your business can gain, and how you can operationalize the MITRE ATTCK framework to make the most of your SOAR technology.

Are you managing operational risk with a teenage brain?

Let’s be honest, none of us is proud of the way our minds worked—or didn’t work—when we were teens. If you are or have been the parent of a teen, you know the struggle: The frontal lobe is still developing in the teen years, and it’s difficult to make consistently good decisions, especially when there’s information overload from multiple sources and a lack of experience to know what’s valid.Likewise, two-way communication is a challenge because teenagers often keep things to themselves; after all, their parents make “a big deal” out of everything. Teen brains also tend to ignore or downplay risks, thinking they’re invulnerable. And even though teens claim to know everything, they lack the confidence that will come from years of self-awareness.It sounds a lot like enterprise operational risk management.Lack of maturity = lack of integrationIn the Modernizing operational risk management survey report from nonprofit think tank OCEG, we learn there’s a range of operational risk management maturity levels based on how well organizations integrate processes and operations with the supporting tools/technologies. Based on the responses from the risk managers at the organizations surveyed, there’s a lot of room for maturity: Only 17% use a common platform to bring systems together with operational data from the business. As many as 44% use multiple, often siloed technologies with little integration of data and processes. An alarming 38% of respondents still use ad hoc productivity tools in operations that are mostly manual and siloed. Less mature organizations are still struggling with: Information overload: More than 65% indicate they must pull risk-related data from 20 or more sources, with 21% of them using more than 100 sources. Inconsistency: 37% say an absence of repeatable processes is an impediment to performing risk assessments. Communication struggles: 35% find it difficult to get attention of front-line managers to gather information, 45% say the response from these managers is slow, and 33% don’t believe in the accuracy of responses. Lack of confidence: Only about 30% feel assured they can provide timely, clear, and useful information to key stakeholders, due mainly to the disconnected data sources. Downplaying of risks: Only 30% believe the workforce understands the importance of managing risk, while 41% say risk/compliance is scoffed at as a drain on time and resources. That should all sound familiar if you’ve ever raised—or been—a teenager. What risk management maturity looks likeThe brain matures, thank goodness. By the time we’re in our early 20s, our ability to process information and think rationally improves. We also tend to gain communication skills and the confidence that comes with life experience. And we develop an aversion to risk for self-preservation. It’s all essential for “adulting.”Equally, maturity matters a lot in operational risk management. According to the OCEG report, “Organizations with more mature operational risk capabilities report greater application of best practices, leading to stronger confidence about risk identification and assessment. They have a broader and more accurate view of risk information and more consistency in application of assessment methodologies.”Bringing systems together for essential dataOne such best practice of a highly mature organization, the report notes, is the use of a common management platform—such as the Now Platform—that brings systems together to generate the data needed to identify, assess, and document risk. This integration of systems is way more prevalent among mature organizations than it is in immature ones.It’s no surprise that a common platform gives organizations more confidence that they’re providing accurate, timely information to demanding stakeholders. Among mature organizations, about 50% say the workforce understands the importance of managing risk.Head in the clouds, feet on the groundSure, telling teens to get their heads out of the clouds is good advice, but in the context of operational risk management, being in the clouds is a good thing. According to OCEG, organizations with cloud-based platforms are doing better overall—with greater agility and confidence in process communications than immature organizations.One major differentiator: 58% of these organizations maintain data in a central repository to provide a “golden copy” to the business versus 34% that can’t.The good news is 80% of OCEG survey respondents say they’re either already operating on cloud-based platforms for their operational risk management data needs or plan to in the next few years.Building maturity takes consistent leadershipOrganizations should commit resources and leadership to “develop mature processes and implement technology to support those processes,” concludes the OCEG report. In other words, it's time to stop managing operational risk with a teenage brain.Read the complete OCEG report.

Activating ESG strategies and initiatives to improve business and the world

Around the world, more organizations are championing environmental, social, and governance (ESG) initiatives to help create a more sustainable, equitable, and ethical world, build stakeholder trust, and drive ESG impact and business value. There’s a good reason: ESG drives better business outcomes—and it makes the world better.For many, meeting ESG goals is a challenge. That’s because ESG spans a lot of different types of activities across the enterprise. Creating the clarity and governance to go from goals to reality is extremely difficult.Departments within an enterprise often use discrete tools to generate different types of ESG data and unique systems to manage specific ESG programs. In addition, the evolving regulatory landscape makes it incredibly challenging for companies to keep up with the changing global reporting requirements of their ESG progress.As a result, companies up until now have had to navigate siloed, disconnected processes that can result in poor visibility, governance, management, and reporting of ESG programs across the enterprise.Introducing a new, integrated solutionLIKE.TG is committed to helping our customers positively impact their business, society, and the planet. That's why we’re releasing a new integrated ESG solution that will enable companies to strategize, manage, govern, and report on all their ESG goals and activities—while providing complete transparency and control across these efforts.Our ESG solution delivers an operational “control tower” to help bring companies’ ESG goals to life. The integrated solution brings together three unique products: Newly introduced LIKE.TG® ESG Management and Reporting enables companies to document material topics, establish goals and key performance indicators (KPIs), track performance, collect and validate audit-ready data, and create disclosures that align with major ESG reporting frameworks. LIKE.TG Project and Portfolio Management helps build and maintain a company’s ESG roadmap, including strategy, planning, and budgeting tools—plus ongoing tracking of costs, resources, and results. Companies gain visibility into their ESG investments and improve the scale and impact of their ESG efforts. LIKE.TG Integrated Risk Management provides core governance capabilities plus advanced risk assessments, continuous monitoring, AI, audits, privacy, automation, and more. It integrates ESG considerations and data into effective enterprise-wide risk and compliance management with a real-time view of ESG compliance and risk, as well as rich analytics that improve decision-making and business performance. Harnessing the power of the Now Platform®, our solution seamlessly integrates with purpose-built ESG workflows by LIKE.TG, our customers and partners, and other third parties. We believe this will enable firms to significantly improve their impact across business, social, and environmental issues. The importance of ESGThis release reflects the growing importance of ESG initiatives across the enterprise and society. Today, nearly 60% of European organizations incorporate sustainability in their requests for proposal, according to a Channel Futures article. On the consumer side, people are four times more likely to trust and buy from companies that have a strong purpose versus those that don’t, Zeno Group reports.Likewise, around the world, governments are accelerating their oversight of firms’ ESG efforts, creating new implications for risk and compliance departments.For example, more than 170 proposed ESG regulatory measures have emerged since 2018, according to FT Adviser. This includes Germany’s Supply Chain Due Diligence Act, which goes into effect in 2023 and will require companies to audit their supply chains to ensure they protect human rights and the environment, reports the US Library of Congress. This kind of regulation introduces new imperatives to develop company-wide ESG measurement and reporting systems.Meanwhile, earlier this year, the European Union announced new “right to repair” laws that require electronics manufacturers to make their products repairable for at least a decade after they’re introduced, Euronews reports. These regulations—and the many others across diversity and inclusion, emissions, and even data privacy—will have an increasing number of implications for firms everywhere.Toward a better worldAt LIKE.TG, we believe we’re uniquely positioned to help our customers in these efforts because the Now Platform already touches all parts of their business. In conversations with our customers, we hear time and again about the pain points preventing them from implementing their ESG strategies.While many firms have ambitious corporate ESG goals, such as reaching net-zero greenhouse gas emissions, many struggle to achieve those goals and to track their progress. With our integrated ESG solution, we’re helping to convert customers’ big-picture efforts into concrete strategies and processes that they can measure against and report on.Further, to maximize the impact of this solution out of the gate, we’re working with partners across our developer program to create ESG workflows for specific industry use cases.I’m excited about the possibilities here. By helping our customers realize their ESG goals, we can, together, create a more sustainable, equitable, and ethical world. Let’s go!Learn more about how to workflow your ESG program.Use of forward‑looking statementsThis blog contains “forward‑looking statements” about the expectations, beliefs, plans, intentions and strategies relating to LIKE.TG’s integrated ESG solution and related products. Such forward‑looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include, without limitation, (i) changes in the ESG regulatory landscape; and (ii) unexpected delays, difficulties, and expenses in making available the ESG solution or executing this strategy. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.

Proactively managing risk and security

As a result of the COVID-19 pandemic, organizations have realized the importance of proactively managing risk and security to build resilience and to emerge from a crisis stronger. These best practices and tools can help you shift your risk management program into high gear.Staying ahead of cybercriminalsTaking a progressive, visionary approach to risk and security—such as with LIKE.TG workflows built on top of the Now Platform®—lets you direct resources where they deliver the greatest impact on your risk and security posture with the greatest efficiency.For instance, most organizations are working to take advantage of MITRE ATTCK® to operationalize their threat management and response practices. This framework for adversarial tactics, techniques, and procedures (TTPs) offers deep insights into an attacker’s actions on each attack to help security analysts stay ahead of cyber criminals.LIKE.TG® Security Incident Response includes integrated threat intelligence tools and automated workflows to accelerate this plan. The MITRE ATTCK knowledge base enables you to prioritize your security investments based on TTPs. After mapping a security incident to a MITRE tactic, security analysts use LIKE.TG ATTCK Navigator to create a roadmap for subsequent steps. A dashboard shows how your security approach fares against attacks.Integrating security operations into workflowsThe University of Southern California (USC), a research university with almost 80,000 people in its customer base, is mandated by the government to protect everything from student and personal information to research data.When USC assessed its security posture, it found that almost 30% of its IT security efforts were related to phishing. Already using LIKE.TG ITSM, USC integrated LIKE.TG Security Operations into the Now Platform to improve insight into the university's security posture and processes.Since the integration, USC has saved at least 40 hours a week, allowing the equivalent of one full-time employee's time each week to be redirected to other investigations.Leveraging a common data model and platformBupa Australia and New Zealand, a global healthcare insurance provider that serves more than 32 million customers across 190 countries, also found great value in adding security operations workflows onto its LIKE.TG implementation. When the organization wanted to improve visibility and control of its security practices, it chose the LIKE.TG Vulnerability Response and Security Incident Response products.“We already had a number of LIKE.TG modules within our environment, namely ITSM and CMDB,” says Jonathan Milton, Bupa’s head of cybersecurity. “But when you get that integration, that’s where you get that exponential value.”The value Bupa found was improved ability to protect not only customer data, but also service delivery, enabling its security and IT teams to address the right risks, in the right order.Boosting operational resilienceBolstering your security posture is only part of the equation. The other part is strengthening your business resilience as disruptions can impact your brand and reputation. LIKE.TG has identified four pillars for achieving resilience: Technology and data Employees and customers Facilities and their safety and compliance Third parties The Now Platform protects all four pillars.Fast time to risk management valueWhen a healthcare organization that operates a dozen hospitals wanted to strengthen its risk management, it partnered with cybersecurity and risk management services organization Edgile. Edgile got LIKE.TG Vendor Risk Management and Integrated Risk Management workflows up and running in only 12 weeks. The new solution dramatically improved quality consistency for the healthcare organization.Learn more about how your organization can proactively manage risk and security in our Risk and Security Workflows Book of Knowledge.

LIKE.TG: A Leader in Gartner® Magic Quadrant™ for IT Risk Management for Second Year

LIKE.TG is proud to be named a Leader, for the second consecutive year, in the Gartner 2021 Magic Quadrant for IT Risk Management (ITRM).1 We’re especially pleased that our ability to execute has been recognized with the highest rating of all vendors evaluated.Gartner also named LIKE.TG a Leader in the August 2021 IT Vendor Risk Management Tools. Together, we believe these recognitions validate our leadership in helping businesses successfully navigate a challenging landscape, build resilience, and manage risk.Making risk management part of every dayIT departments have been tasked with planning for and mitigating risks that have become increasingly urgent due to the shifts spurred by COVID-19—including cybersecurity threats, concerns about productivity and remote work, and new regulations.Through our unified platform, continuous monitoring, and automation, LIKE.TG seamlessly embeds risk management and compliance into employees’ daily workflows and familiar user experiences. With this deep connection, organizations can gain: A real-time view of risk and compliance Improved risk-based decision-making Increased business performance Effective communication with stakeholders at all levels LIKE.TG connects the business, security, and IT with an integrated risk framework that transforms manual, siloed, and unfamiliar processes into a user-friendly, unified program built on a single platform.Innovating the user experienceThe recognitions in the Gartner report are based on the technology available in the market in early spring. Because our customers count on us to make the world of work better for employees and stakeholders, we’re raising the bar even higher. We’re pushing the boundaries with our innovations.For example, we’ve made several acquisitions during 2021 to enhance our overall AI capabilities. These acquisitions provide not only valuable capabilities that can be used across our platform, but also in-house expertise we can use to build future innovations. Furthermore, we’ve reinvented the user experience and have debuted these enhancements in the Rome release.Finally, integration of risk and compliance into the broader Now Platform® and partner solutions continues to engage front-line employees and produce a more accurate picture of risk for the second and third line.See for yourself what Gartner has to say about LIKE.TG risk and compliance in the complimentary Magic Quadrant for IT Risk Management report. It’s an invaluable tool for those seeking an unbiased, third‑party evaluation of vendors as resilience, risk management, and agility become essential for business.1 Gartner Magic Quadrant for IT Risk Management, Brent Predovich, Claude Mandy, September 13, 2021.Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Gartner and Magic Quadrant are registered trademarks of Gartner Inc. and/or its affiliates in the US and internationally and are used herein with permission. All rights reserved.