ServiceNow is a software platform that supports IT service management and automates common business processes for requesting and fulfilling service requests across a business enterprise.
This document describes IdentityNow's Service Integration Module, or SIM integration with ServiceNow, which converts IdentityNow provisioning actions into tickets in ServiceNow.
You must have an IdentityNow ServiceNow ServiceDesk license to use this integration. Contact your Customer Success Manager for more information.
This integration is different from connecting to ServiceNow as a source of accounts that IdentityNow can govern. While it is possible to define an integration for an existing ServiceNow source defined in IdentityNow, it is not required. Specifically, a ServiceNow source in IdentityNow would allow you to track accounts and entitlements for ServiceNow users. In contrast, a ServiceNow SIM Integration would allow you to create tickets to, for example, give a new employee a security badge to enter your building.
The diagram on the right shows the integration's behavior at a high level:
Examples of provisioning actions might include changing an identity's lifecycle state from Pre-Hire to Active or when you grant an identity a new role.
NOTE: Currently, this process involves using APIs to configure the integration with ServiceNow. However, in the future we expect to:
Offer SIM integrations with other apps that provide ticketing features similar to ServiceNow's
Allow you to configure these integrations in the IdentityNow UI
Once the integration is configured in your environment, this diagram shows how it will look at a high-level:
In this example, there are three sources: Source 1, Source 2, and Source 3. A SIM integration has also been configured, and we can see that Source 2 and Source 3 are associated with the integration.
This means that any provisioning requests from Source 2 or Source 3 are redirected to the integration. In the case of the ServiceNow Integration, this means that the ServiceNow integration will create tickets and monitor the status of the ticket opened.
Source 1, would continue to provision as it normally does since it is not associated with the integration.
The process of configuring IdentityNow to integrate with ServiceNow involves configuration of both systems. Review the following steps before continuing:
1. Review the Prerequisites and make sure that you can meet them before you continue.
Before you start the configuration process, you should make decisions about the following components:
Sources - For each source you want to integrate with ServiceNow, you need to verify that it is configured for Provisioning. You also need the backend ID for each source. To get this, the run /api/source/list/ and find the value of externalId for the applicable sources.
Catalog Items - You also need to make note of the Catalog Items in ServiceNow associated with the sources you want to integrate with.
Statuses - You need to make a list of each possible status in ServiceNow that you want to map to a status in IdentityNow. This will help you track tickets as they're worked. Most importantly, this will be used by IdentityNow to determine when a ticket is closed in ServiceNow so that the related IdentityNow provisioning task is also treated as complete.
Requests - Identify each type of provisioning action in IdentityNow that you want to create a ticket for in ServiceNow, along with the information from those actions that should be included in the related ServiceNow ticket.
Authentication Type - Be aware of how IdentityNow needs to authenticate into your ServiceNow instance, including the required authentication attributes.