hey everyone welcome back to my channel it is so good to have you here today I want to focus on the power of the ServiceNow platform by showcasing one of the awesome solutions built on it so I've invited ServiceNow superstar Josh brassed off from Glide fast consulting to talk about fishbait Josh welcome to the channel thank you Robert it's great to be here for somebody who hasn't heard of fishbait until now why don't you give a short explanation of what it is Cushman is an application completely built on the ServiceNow platform and it's also in the ServiceNow store and it's used to automate fishing simulation campaigns and really gain insight into which parts of your organization need training also a learning management system so you're able to train your users about fishing awareness and do fishing education as well as other courses as well and test your employees you can do a variety of different things regarding automating security workflows and other things like that cool and why don't you tell me how the idea first came about you know a glide pass we have a company of over you know 150 different consultants and as we continue to grow we've had an issue around fishing coming in through through our Outlook account and what actually ended up happening is we had a new employee who was starting out and they received an email from what it looked like was coming from our CEO Michael Lombardo asking for some gift cards that he needed to give to a customer and he needed this urgently so this movie that we had actually went out and bought over $600 worth of gift cards and actually scratched them off and sent them back to the malicious user who was running the phishing into this person's mailbox so we knew that we had a problem with fishing at glide paths and we needed a solution we needed a way to train people so we actually saw this as an opportunity to build something on the ServiceNow platform and one thing that we do internally is we run everything off of our ServiceNow platform so we realize is there an opportunity to actually build a fishing simulation application and alergic learning management system directly on ServiceNow which had never been done or myself I'm very interested in information security and actually pitched this idea to my annoyed and they immediately thought it was a great idea and development started the next day since that time we've really had a ton of success with our application customers on over three different contents in various different verticals so it's really taking off oh you love to hear it on my last architecture gig I saw some applications that would help identify phishing scams so you open up your email and it would kind of say oh this looks like it might be fishing how does fish bait differ there are a lot of tools on the market that help out with identifying potential phishing scams whether it's through computer vision or filtering in your mailbox or identifying specific you know malicious senders and domains what we really do actual simulation so the way that it will work is you're able to build what we call a phishing campaign and target specific users groups or departments or users who meet specific criteria and send them a phishing simulation email and when it gets their mailbox it's really a hands-on learning activity for the user to identify themselves hey is this a real email or is this a phishing email when they receive it there will be a link that's encrypted so they're not able to see where that link points to and if they click that link in the email ServiceNow will actually record who that user is what time the user clicked their manager if they enter data as part of a phishing simulation campaign and you're able to report out on all of those different individual users who actually clicked as part of it so it really provides that hands-on learning experience for your users to identify phishing emails there's never going to be a tool that's going to catch a hundred percent of a phishing email so what we do is we account for the small margin of phishing emails that get into your employees inboxes and teach them how to identify what's real and what's not that's really cool so it's just like try and catch people but it's a false positive right it's not real fish you're just pretending to be fish and capturing their interest that way and then teaching them on the fly how to avoid being caught again right that's exactly right well it's really about hands-on learning and simulation and continued education enrolling users and new training courses that we provide as part of the applications and we're constantly updating the types of simulations we're sending out so as you see new types of phishing emails getting sent out in real life they're constantly updating our templates to make sure that users are staying up-to-date with things that are happening in the real world so when I think about building apps on ServiceNow it's easy to fall into the bias of task based apps like what kind of work can I automate but it seems like fish bait lures that line a little so were there any particular difficulties about putting it on this like maybe a better question is what about service now made building it easier and what about service now was challenging I think the first thing that really comes to mind and the advantages of service now is it's a platform right so you have all of your data in one spot you have all of your groups of users departments already on your ServiceNow platform it's really about your ability to consolidate applications in one central place where you already have all of your data service now as you know is starting to branch out heavily into the security area so whether it's vulnerability response or security incident which we actually integrate with it really makes sense to have fishbait built on the ServiceNow platform and even things like integrating with security incident you're able to automatically do things like create security incidents directly from reported phishing emails so when we think about ServiceNow as a platform you don't have to go out and buy a separate tool you can just install fishbait directly on your ServiceNow instance you know there's just tons of benefits to be able to do this directly on the platform versus a third-party tool and was there any point it would be it became challenging to have an own service now or what technical challenges you have to overcome to get it the way you wanted there was a lot of conversation when we were building out the architecture did we want to use ServiceNow as email servers or did we want to use a third party email API something that we thought a lot about is we don't want to interrupt ServiceNow customer you know that their emails coming in from ServiceNow right so you have your ServiceNow email servers sending out things for things like requested items and incidents um in other tables what we actually had to do is build an integration with another third-party tool called send grid which actually processes our emails coming from fishbait and a big piece behind this is making sure that your ServiceNow email servers don't get blacklisted as part of doing this right because we're sending it from other domains or spoofed domains we want to make sure that your ServiceNow instance stays healthy and we don't have any issues with your ServiceNow email servers coming in you know that we've definitely a challenge we need to work through that work with the ServiceNow store to make sure that we were building the application in a way that it's not going to interrupt you know ongoing operations with your organization ServiceNow is there's a lot of people in the ServiceNow ecosystem they love the platform and they want to be a top performer I think it would be good to hear that even the top performers get into situations that are just like holy cow how am I gonna pull this off were there any points in developing fishbait that were like that for you there was a lot of hard times when when we were building it where for myself this was the first time I've built tons of other scoped applications this being you know a new experience for me I definitely didn't really see when I was initially going in all the different things that we needed within the application to really make it a fully built out product so she was really agile but when we were first rolling it out you know a lot of calls were saying you know your product is good but we think it's missing this feature right where we'd like this enhancement and for the first six months or so we would get that feedback and we would continue to build out new features every single week with continuous process improvement eventually we've hit a point where the questions stop being asked around you know does your product have this and the answers would have pre consistently be yes and then we'd be saying on calls and in addition to that we actually have this which other products don't have or here's here's how we have a competitive advantage against what other tools can do and really this is all linking back to this is built on service now so this is built as part of something that you already have I want to ask the question fully here why did you pick ServiceNow versus like some other application development platform or coding it from scratch something that ServiceNow does really well is for developers to create a new application really easily right also as part of that companies are choosing ServiceNow time and time again as their central application whether it be for HR finance IT and most recently security right security is definitely a space which ServiceNow is continuing to build out actually around vulnerability and security incident which we actually integrate with when customers have all of their data already in one spot all their users groups and departments it's going to make it significantly easier for a customer to install this from the ServiceNow store and not have to set up all these things from scratch and they can essentially install it and start making use of it immediately and going into depth about what I was referring to earlier is integrations with other parts of the platform we actually enable customers to create security incidents directly from a reported phishing email let's say an employee receives a potential phishing email we actually have an integration with Microsoft Outlook and what they can do is report that through the button and it will actually create they knew what we call spam fast entry and service now and what someone like an information security engineer or system admin can do is actually directly generate a new security incident or regular incident directly from that reported phishing email so we do have integrations with other parts of the platform that you get out-of-the-box it's really easy for us to branch out into other parts of the platform if customers want to build additional functionality it's really easy to do that on ServiceNow it's not just what you see is what you get you are able to actually take what we have in tailor it to what your organization needs to do so now we know why you guys picked ServiceNow as a platform to deliver fishbait on I want to go into some of the details about fish bait itself what kind of questions can you answer with fish bait one of the number one questions that you answer with fish bait is around your high-risk users and where do we need to focus our training when we start to aggregate all of the data around who's clicking who's entering credentials we can start to see okay for example Robert has clicked five times over the course of these campaigns we need to actually enroll Robert in more specific and in-depth training or making sure that he completed these fishing education exams and courses so we're really able to take out who do we need to train to make sure that they're not putting our organization at risk and really as part of that as well where we expose and what do we need to do to fix this when we start to look at the bigger picture we can see okay you know clearly our finance department and our sales department has a higher click-through rate so do we need to actually go and hold that session specifically with those departments do we need to send them more periodic simulations to ensure that they're getting the training that they need you know next time one of these simulations come out make sure that they're not going to click one of these phishing emails and are we actually seeing improvement over the course of time we want to see our click-through rate go down as we're sending out more simulation q1 through q4 we want to have our two four numbers be better than q1 so are we actually being successful in training our users in driving our click-through rate down and that really starts to actually tie into things like compliance as well to make sure that we're driving down our numbers and we're being compliant with what's being enforced upon us something that's really unique about what we have is the way that you can break up the data and view it within ServiceNow so there's over fifty different report types that you can actually cut up the data and look at it you also have all of the individual user data points to be able to break that down so anything that you're importing from Active Directory or anything that you have on someone's user record you can actually chop up the data that way so you can really get granular and how you're actually visualizing that data is the ability to report out on the results is really strong and being able to get deep in and see the improvements over time that's a big advantage with fish-food can you tell us a couple stories about the value that fishbait is brought to a couple of your customers we are really successful in helping customers that have high click-through rates so when we first come in a lot of the time what we're seeing with our customers is sometimes in the range of three percent plus of click-through rates what we start to see in the majority of our customers they're running more simulations we're actually seeing that get even below the 10% rate and lower than that sometimes into the 5% rate really in terms of risk mitigation and making sure that there's not you know high click-through rates that's one of the number one things that we're doing as well as general education right we are giving employees specific ways that they can help identify what a phishing email is a lot of the time when we come in there you know there's employees you don't even know what phishing is they don't know how to hover over a link and help identify this pointing to a malicious site they don't know how to actually go into an email header and help identify is this a spoof domain so we're really helping not only drive down click-through rates but also educating employees around identifying what a phishing email is and making sure that they're not putting the organization at risk or you know having things like a data leak by responding to an email with something like employee names and Social Security numbers so we're help driving down the overall risk of your company having a data breach with tool did I hear you ready to start that the sum of the click-through rates are as high as 40 percent yeah we actually worked with customer who they had over 50% they had never done any kind of phishing simulation before and the first one they did they had a click-through rate of over 50 percent you know if you're not doing it and then you actually start to roll out simulations over the course of time you can literally see campaign to camp your click-through rates start to go down you're actually able to track this as an actionable metric and really see the improvement as you're using the tool how fast does it take to deploy we can actually do an implementation in under an hour's the way that it works is essentially we'll come into the service mount store and for those of you who may not be familiar it's very similar to something like the Apple App Store where you come in click install and it will install directly into your ServiceNow instance once you do that there's a few basic system properties that we help you set up we help you walk through setting up your first campaign and most of the time our customers are actually up and running within the first hour is there a trial or is it just straight to purchase you come into the ServiceNow store and you click request trial we can actually provision a free trial for your organization for up to 30 days and you can test out running phishing campaigns you can actually test out the courses and all the different features that we offer there's no limitations on anything with the trial so again if you come in at a service now store you can request it directly from there and you'll get a free trial for 30 days and if somebody was interested in pursuing fishbait further would you suggest that they go to the store and get the trial or who would they reach out to a few different ways that you can contact us the first is you can go directly to the store and request more information you can request a free trial or you know you can also reach out to us at info at Glide fast comm and one of our sales reps will get back to you or yeah we're more than happy to help with any questions that you may have so there you have it folks a brilliant and specific use case to make your enterprise more aware and more secure deployed quickly and easily and getting you value straight away on the ServiceNow platform apps like this are why I love developing on ServiceNow so if you're curious about fishbait or curious about Glide fast consulting as a services partner go ahead and check out the description below for some links to get you there this has been a ServiceNow application showcase if you want your application showcased get in touch with me via Twitter or 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