Streamlining SailPoint IdentityIQ and ServiceNow Service Desk Integration

Introduction

These days automation is really important for managing who has access to what. It saves a lot of time. Keeps things running smoothly. SailPoint IdentityIQ is a tool for managing access and it can work with ServiceNow Service Desk to automatically create tickets for requests.

In this post I will explain you how to create a framework that makes it easier to manage Service Desk integration and use it with different applications.

The Challenge

Imagine you have a lot of applications that need to work with ServiceNow Service Desk. For example lets say you have three ServiceNow platforms and over 100 disconnected applications. Each of these applications needs to enabled the Service Desk. It is hard to keep track of which application is working with which Service Desk.

It is also hard to add applications because you have to do the same steps over and over. You have to update the catalog items, application references and more.

This causes a lot of problems and difficult to update and manage the configuration.

The Framework

To solve this complex problem, I am proposing a framework that simplifies the process.

Example Mapping

• ServiceDesk1 → App1, App2, App3

• ServiceDesk2 → App3, App4, App5

• ServiceDesk3 → App6, App7, App8

Step 1: Import Service Desk Application

First you need to import the Service Desk module for all of your ServiceNow instances, for example ServiceDesk1, ServiceDesk2 and ServiceDesk3.

Step 2: Extend Application Attributes

• Next you need to add some custom attributes to the application schema. This will give you control over the applications.

• AssignmentGroup (String): Defines the support group handling requests

• ServiceDesk Platform (String): Specifies the ServiceNow instance

  • Allowed values: ServiceDesk1 | ServiceDesk2 | ServiceDesk3

This way, the application UI clearly shows which Service Desk and group are tied to each app.

Step 3: Auto Updates with Rule

Next you can create a rule in SailPoint IdentityIQ that will read the application attributes and update the Service Desk configuration automatically.

This rule will identify the Service Desk platform and update the configuration without needing any manual updates.

Benefits

• This framework makes it easier to manage Service Desk configuration.

• It saves time. Reduces mistakes.

• It also allows the operations team to handle configurations as part of their work.

• It provides a scalable design for future onboarding.

Conclusion

This framework assumes that you already have the integration between SailPoint IdentityIQ and ServiceNow set up. The focus here is, on making the configuration model smarter, scalable and reusable.