ServiceNow

How is the ServiceNow integration useful?

In the default configuration, when a user runs an application you are targeting with the ServiceNow rule script, they are presented with the option to raise an incident in ServiceNow or cancel the request. The ticket in ServiceNow includes:

• Caller
• Short Description
• Description including the business justification, the program name, program publisher, program path, Challenge Response Code, and the business justification the end user provided.

You can then action the incident in ServiceNow and supply the end user with a Challenge Response Code. The end user can then start the application and enter the Challenge Response Code to run the application.

The Endpoint Privilege Management for Windows ServiceNow integration can be used with Endpoint Privilege Management for Windows version 5.3 and later. You can download the integration from the BeyondTrust Support Portal.

Important information

The ServiceNow integration is comprised of two files:

• Log-ServiceNowIncident.ps1
• ServiceNowSettings.json

Prerequisites

ServiceNow

You must have the following information available:

• the URL of your ServiceNow instance (for example, instancename.service-now.com)
• the username and password of a user that has the ServiceNow itil role
  Users with the itil role can open, update, and close incidents as required.
• a Challenge / Response message
• corresponding accounts for all end users in ServiceNow (so that EPM for Windows and Mac can successfully raise the incident)

EPM for Windows policy

In your Endpoint Privilege Management for Windows policy, you must have:

• a Workstyle that targets the ServiceNow rule script
• an Application Group that contains the applications you want to target
• a message configured for Challenge / Response

📘

For more information, see Configure the ServiceNow integration.