Service Now integration with SailPoint IDN

Identity Security Cloud (ISC) ISC Discussion and Questions
1

Hi Guys,

We are planning to integrate service now in SailPoint IdentityNow.

Can you please give me some idea on how these 2 approaches work : service catalog and service desk.

And also I would like to know which one will be the good approach?

SailPoint-ServiceNow integration approaches
a.ServiceNow Service desk integration.
b.ServiceNow Service catalog integration.

And How we will import the SNOW users into SailPoint as identity cubes if they don’t already exist(Service Now Connector)?
And what are the pre-requisites for service desk and service catalog integration ?
Can some one provide service desk integration documents if any ?

Thank you,
Saikumar

2

Hi Sai,
Thank you for your post. In essential there are three types of Integration which IdentityNow provides to connect to ServiceNow.

  1. Service Catalogue Integration - This integration is used if you want ServiceNow to be the front end for raising the request. Link for the documentation below.
    ServiceNow - Compass

  2. Service Desk Integration - This integration is used if you want IdentityNow to do provisioning and create tickets for disconnect applications which do not have any target. Added Link below for documentation.
    ServiceNow - Compass

  3. ServiceNow Identity Governance Connector - This is used if you want to manage ServiceNow users in IdentityNow. CRUD operations.
    ServiceNow - Compass

Let me know what details you are looking at for the integration. Hope the above explanation helps

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Sailpoint integrates with Service Now in multiple ways:

  1. Service Now Connector
    Loads user and groups account data from ServiceNow into the IdentityNow using a direct connection.

  2. Saas Connecector
    Same as Governance connector except that it doesn’t need a VA.

  3. Service Now Service Desk Integration
    IdentityNow’s ServiceNow Service Desk Integration Module (SDIM), converts Identity Now provisioning actions into tickets (service requests) in the ServiceNow managed system.

  4. Service Now Catalog Integration
    This integration provides an option to request roles/access from service Now Service Portal using Service Catalog UI. The provisioning request is initiated in Service Now but the actual request fulfillment is done by SailPoint and the status is updated on the ServiceNow Ticket.

Based on your integration requirement kindly choose the right option.

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