Basic Configuration

The integrated solution speeds the detection and remediation of identity management issues that increase the risk of compliance violations or security breaches, such as orphaned accounts, policy violations, and inappropriate access privileges. Organizations can take advantage of a centralized approach spanning thousands of users and hundreds of resources to strengthen IT controls and provide proof of compliance to auditors and executive management. The seamless integration of SailPoint and ServiceNow eliminates the need to build and maintain a custom integration, and speeds time-to-deployment.

For any IT resources managed by ServiceNow Service Desk, IdentityIQ automatically creates a trouble ticket within ServiceNow Service Desk, passing along all relevant identity data and reviewer comments to populate the ticket and can also send an attachment with the ticket.

To ensure revocation requests get delivered and implemented, IdentityIQ manages all remediation and revocation requests within a guaranteed delivery model.

To determine the status of user accounts, IdentityIQ performs closed-loop audits on remediation requests and compares the actual state of user privileges with the original change request. If the request is still open, an alert will be sent to the reviewer for prompt action and closure.

The integration itself has been designed to be quick to install and easy to use. It makes use of Web Services for communications between the SailPoint server and the ServiceNow. On the backside of a user recertification, policy remediation action or access request action, the IdentityIQ server will direct provisioning and service desk requests to the configured implementers. Based on the connector configured for each target application, service desk request are issues to a given remediation / implementation point. Once the IdentityIQforServiceNowServiceDesk file for ServiceNow has been loaded into the IdentityIQ server, all change / remediation actions result in the creation of new service desk request as shown in Service request creates ticket using SailPoint Cart JS API. Incident and change request creates ticket using import set table APIs and transform maps.

The IdentityIQ for ServiceNow Service Desk generates tickets for provisioning requests. These tickets generate service requests on sc_request table for REQ and sc_req_item table for RITM, incidents on incident table, or change requests on the change_request table. The module fetches the status of ticket by using the direct web services of target tables that is, sc_request (in case of tracking status for REQ) / sc_req_item (in case of tracking status for RITM), incident or change_request and updates the SailPoint IdentityIQ database with the status.

Note
ServiceNow Service Desk integration supports configuration only through IdentityIQforServiceNowServiceDesk.xml file which must be imported.