Getting Started with ServiceNow

Give your users a seamless employee experience with SailPoint apps on ServiceNow, when your de-facto application for requesting and approving requests is ServiceNow.

The SailPoint apps on ServiceNow provide an easy-to-implement, out-of-the-box Identity and Access Management interface with ServiceNow.

The SailPoint apps are published in the ServiceNow store and provide multiple integration options, based on your business case.

Identity Governance

Sync user data between SailPoint and ServiceNow.

• Users with a Virtual Appliance can refer to Integrating SailPoint with ServiceNow Identity Governance for detailed information.
• Users without a Virtual Appliance (also referred to as a SaaS connector) can refer to Integrating SailPoint with Identity Governance SaaS for detailed information.

Service Desk

Raise ServiceNow requests for disconnected applications from SailPoint. Requests can be configured according to your organization's policies and to the features available in ServiceNow.

Refer to Integrating SailPoint with ServiceNow Service Desk for detailed information.

Service Catalog

Users can raise requests from ServiceNow, and approvers can approve requests within ServiceNow. Requests for access can be raised for requestable roles, access profiles, and entitlements after Separation of Duties checks, and according to the approval process defined within ServiceNow. Provisioning is initiated in SailPoint, and the status is updated against the request once completed.

Refer to Integrating Identity Security Cloud with ServiceNow Service Catalog for detailed information.

SailPoint Service Catalog AI Assistant

Enables users to interact with AI-powered agents to request, manage, and track access through the SailPoint Service Catalog. It provides the conversational AI layer with a chatbot-based experience powered by ServiceNow Now Assist.

Process Diagram for Catalog App

Accessing SailPoint Apps

SailPoint apps for ServiceNow are developed in partnership with ServiceNow on the Now Platform.

They are published and available for ServiceNow customers in the ServiceNow store.

Purchases must be coordinated with your Customer Success Manager or account manager. You can request trials from the ServiceNow store according to ServiceNow's store policy.

Refer to Entitlement Process for SailPoint Apps on ServiceNow for the detailed entitlement process for SailPoint customers. The ServiceNow store Help page provides generic information about buying, installing, uninstalling, and managing the app.

Release Information

SailPoint continually works to extend the rich experience of core features in apps for ServiceNow. New versions of these apps are regularly released, ensuring compatibility with the latest versions of ServiceNow and SailPoint. ServiceNow also supports deleting accounts.

Refer to What's New in ServiceNow for details about recent and upcoming releases for all of SailPoint's ServiceNow solutions.

Compatibility and Support Matrix

SailPoint continually updates support for the apps published in the ServiceNow store to match the ServiceNow support policy and SailPoint releases.

SailPoint's ServiceNow team works to announce support for the latest versions within 2 weeks of the General Availability (GA) release of ServiceNow, as well as SailPoint releases.

The supported ServiceNow applications and store versions are as follows:

Integrating SailPoint with ServiceNow Service Catalog

The ServiceNow Portal Integration for Identity Security Cloud enables you to easily add and remove access from ServiceNow accounts. The account information available in ServiceNow is correlated to an identity in SailPoint. You can view the roles and access profiles associated with the identity and use them to manage access.

The ServiceNow Certification Portal for Identity Security Cloud enables designated people to review users' access to your enterprise systems and data. Certifiers determine whether the access is appropriate for those users or if access should be revoked. Certifiers will review certifications, approve or revoke access, and sign off on decisions.

The ServiceNow Service Portal Integration for SailPoint is a ServiceNow app available in the ServiceNow store. For more information about requesting SailPoint apps from the ServiceNow Store, refer to How To Experience SailPoint Apps.

Prerequisites

• A supported SailPoint platform - an instance of SailPoint with access requests enabled that you're authorized to access as an administrator.
• A supported version of ServiceNow that you're authorized to access as an administrator or to appropriate roles.
• A source of ServiceNow accounts that SailPoint can load account information from, so each account can be associated with an identity and access for each identity can be governed.
• Permission to manage OAuth 2.0 client applications in ServiceNow.
• The endpoint URL of your SailPoint tenant and a supported method for securely connecting to it, such as a Personal Access Token.
• After you've configured SailPoint, configure ServiceNow to integrate with the platform.
• After you've configured SailPoint, configure SailPoint event triggers. This is mandatory from version 5.4. Refer to Configuring ISC Event Triggers for more information.

Documentation Feedback

Feedback is provided as an informational resource only and does not form part of SailPoint’s official product documentation. SailPoint does not warrant or make any guarantees about the feedback (including without limitation as to its accuracy, relevance, or reliability). All feedback is subject to the terms set forth at https://developer.sailpoint.com/discuss/tos.