hi Sam, couple of question to better assist you.
You mentioned ServiceNow integration. Is your ServiceNow integration used as a ticketing service from ISC? What do I mean is when the request is raised in ISC after the approvals do you use ServiceNow to create tickets to respective business teams.
You also mentioned regarding workflows? Are you using native workflows in ISC for approvals and provisioning or am I miss interpretting it. Are you referring to workflows in ServiceNow?
Is your ServiceNow also used to raise request to ISC by end users?