Integration

Using HTTPS protocols and VPN tunnels, we have packaged more than 50 released and supported integrations to prominent 3rd party applications and data sources.

A variety of techniques are used, most notably Web Services, JDBC, JMS and email. These are industry standard technologies that also use SOAP and WSDL. All of our tables are exposed as a web-services document.

ServiceNow offers multiple secure communication vehicles including HTTPS protocols and VPN tunnels. Based on customer preference, Service-now.com provides AES (128/256), 3DES, MD5 or SHA-1 VPN tunnel options. VPN tunnels provide secure communications with systems located on the customer’s site including directory services, email, SMS, CTI, monitoring, discovery, and ERP. It can also be configured so that all user traffic traverses the VPN.

LDAP

Executing a secure LDAP integration is one of the first activities performed in the SeviceNow release management process. This includes secure connections to Microsoft Active Directory, Novell, Domino Lotus Notes, and OpenLDAP. We connect to LDAP from a single machine using a fixed IP address through a specific port on your firewall and authenticate with a read-only LDAP account of your choice. Optional SSL encryption of LDAP traffic can be added using LDAPS or SLDAP protocols. For those customers that require enhanced security layers, we offer IPsec tunneling options.

Using credentials provided by our customers, a LDAP BIND is executed allowing the retrieval of user distinguished name (DN) from the LDAP server. We do not store or capture LDAP passwords as they live entirely in the users HTTPS session.

We use the ADNotify facility and a daily LDAP Browse to capture and store organization unit (OU) data within our system tables. Because OU data provides key objects referenced within our system, we do not delete any stored data when data disappears from LDAP. In the event our customers require the removal of OU data from ServiceNow, entries and all associations can be removed from our system by deleting the stored entry.

Standard integrations for Service-now.com include:

Single Sign On:

Active Directory / LDAP
CA SiteMinder
Novell eDirectory
PGP / Digest Tokens
SAML 1.1
Tivoli Access Manager

Discovery:

Microsoft SCCM
Altiris
Avocent LANDesk
IBM Tivoli CCMDB
AssetCenter
Centennial

Monitoring:

IBM TIvoli TEC
HP OpenView Operations
IBM / Micromuse NetCool
Dell Silverback
NimSoft NimBus
LPI Level Platforms

Service:

RightAnswers
HP OpenView ServiceDesk
BMC Remedy
Salesforce.com
Oracle FinancialsManhattan Software CenterStone

Users:

Active Directory / LDAP
Microsoft IIS
Oracle Peoplesoft
CA Identity Manager

And More:

Avaya CTI
TIBCO Enterprose Service Bus
Java Messaging Bus
Microsoft Biztalk
WebMethods
HDI Survey

What people are saying.

An inefficient, labour-intensive request system was replaced by ServiceNow to enable online service requests and self-service catalogue to relieve IT staff, while seamlessly integrating with existing HP OpenView Service Desk.
“…at a meeting early on, when our VP asked “What kind of training will there be?” One of my IT colleagues held up an iPhone and said, “Did you get training to use your iPhone?” Of course, everybody replied, “No,” and I said, “It’s going to be like that.” – Lois Lowther, REI IT Service Management Manager
“Our help desk and technical staff really liked what they saw in Service-now.com as a next-generation application that they would actually enjoy using.” – Tracy Schroeder, University of San Francisco VP of IT
“It was the first time in recorded Juniper history that our engineers were actually excited about a product. They saw it from a more technical aspect and were greatly impressed by the Web 2.0 capabilities, the Web-based model, and the fact that it actually worked in their various browsers.” – Chris Terzian, Juniper Networks Senior Technical Lead
“We’ve been able to take the positive results of our KPIs back to the business units to help drive a change in thinking from the business about IT as an actual partner and not just a cost center.” – Garrick Vance, OhioHealth Process Manager
“We could focus on the charter of our IT organization, which is to service the business, not to set up a new service management tool every two to three years.” – Ronald Hunse PriceWaterhouseCoopers – Netherlands Manager of IT Operations

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What people are saying.