Extend Identity Governance and Access Workflows with Omada and ServiceNow

An integrated identity governance and administration (IGA) and IT service management (ITSM) solution streamlines business processes, empowers business users and administrators alike, and improves the o organization’s overall security posture. The combination of strong IGA and ITSM maximizes business output while ensuring strong security. Administrators can create seamless workflows to request access to related and approved business resources with full reporting capabilities for documentation and compliance. Furthermore, integrating IGA and ITSM enables all business requests to be performed from a single user interface, keeping users in applications that they’re already comfortable with.

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Introducing the Omada ServiceNow Application

Integrating IGA and ITSM applications helps organizations centralize all identity access rights, ensuring that employees can request, review, and track access to the various applications that exist throughout hybrid, cloud, and multi-cloud environments.

To streamline the access request process, Omada has created a ServiceNow application: Omada Service Catalog. By integrating Omada’s comprehensive identity and access management solutions with the powerful capabilities of ServiceNow, the app enables seamless user lifecycle management, efficient access provisioning, and robust security protocols. This integration not only simplifies the user experience for both requesters and approvers, but also boosts productivity by centralizing all access management tasks within a unified ServiceNow interface. Users can submit requests, while approvers can manage the entire approval process – reviewing, approving, or rejecting requests – all seamlessly within ServiceNow. This centralized approach ensures a cohesive and intuitive user journey for everyone involved. This integration improves access management functionalities and capabilities including:

1. Provide a native experience directly in ServiceNow for all business requests & request approvals
2. Enables all identities to request and manage access to business resources and applications wherever they are, whether on mobile, tablet, or desktop
3. Eliminates the need for users to be fluent in multiple tools for accessing specific resources

Integrating Omada and ServiceNow

The technology offered within Omada Identity Cloud and ServiceNow allows for rich configuration and adoption options based on your business needs. There are four different types of integration options:

1. Omada Service Catalog Application: ServiceNow capabilities are provided out-of-the-box (OOTB) via the Omada Service Catalog application, no additional configuration is needed
2. Governance: The governance and administration of ServiceNow accounts and entitlements are managed within Omada Identity Cloud
3. Indirect Provisioning: Indirect provisioning of accounts and entitlements in ServiceNow is governed by Omada Identity Cloud
4. Additional Integrations: Specific integrations from ServiceNow to Omada, utilizing the rich set of APIs provided for third-party integrations

In the sections below, we explain each integration type and give examples of the associated use cases.

Omada Service Catalog Application

Organizations looking to accelerate time-to-value can take advantage of the OOTB functionality provided by the Omada Service Catalog application. This empowers end users to request, track, and manage requests all within ServiceNow.

The new My Omada Approvals widget simplifies request management. This powerful tool allows approvers to efficiently manage access requests directly within ServiceNow, eliminating the need to switch between applications. With the option to approve, reject, and provide comments for each request, My Omada Approvals empowers approvers to make informed decisions quickly and easily. For added flexibility, the widget placement is entirely configurable. Organizations can choose where My Omada Approvals appear on their ServiceNow dashboard, ensuring it integrates perfectly with their established workflows.

In addition to streamlining request management, the Omada Service Catalog offers these benefits right out of the box, with no extra configuration needed:

1. Request for self
2. Request on behalf of another identity
3. Manage approval requests
4. Track approval requests
5. Select context to request in (if configured in Omada Identity Cloud)
6. Advanced search and filter capabilities including sorting by popularity.
7. Control which resources are available to be requested in ServiceNow (e.g. only expose business roles)
8. See the status of an access request

Using ServiceNow as the UI for submitting, managing, and tracking access requests while using Omada solely for policy validation

Governance and Administration of ServiceNow

In this integration option, Omada is used for the governance and administration of ServiceNow accounts. Entitlements for all ServiceNow accounts are based on policies or access requests, ensuring that the right identities (employees, contractors, interns, auditors, etc.) have access to the right resources.

Visibility is a crucial factor in ensuring effective IGA governance. Having a clear understanding of the compliance level of ServiceNow, and other onboarded applications and systems, is essential for maintaining a secure and well-managed environment. This is where the Omada Compliance Workbench comes into play. The Workbench offers a centralized dashboard that provides compelling insights into onboarded systems and the data they protect. Users can easily understand the compliance status through intuitive traffic light indicators, and the option to delve deeper into each view for more detailed information. What sets the Omada Compliance Workbench apart is its flexibility and ability to take immediate action—it enables users to configure unique Key Performance Indicators (KPIs) tailored to their specific business needs, facilitating the monitoring of progress and highlighting potential areas of concern. The Workbench empowers administrators to take immediate remedial actions, ensuring that any issues are promptly addressed.

Using Omada to create a ServiceNow account with a standard set of roles and groups for all employees

Indirect Provisioning

Complexity, security, or integration limitations may require organizations to provision accounts or entitlements to certain systems manually. Omada’s ServiceNow integration helps streamline this process. In Omada Identity Cloud, users can request access to a target system. After the access request has been approved, a ServiceNow ticket is automatically created and routed to the target system’s owner(s) to grant access.

Process of indirect provisioning of accounts and entitlements in ServiceNow governed by Omada

Using Omada and ServiceNow to request access to a system that requires indirect provisioning

Additional Integrations

Organizations that use the development and configurability options in ServiceNow to build applications that mimic company-specific processes can also use the rich set of APIs exposed by Omada to build any workflow, including the possibility to retrieve relevant identity, account, and entitlement data. Customers often build contractor onboarding processes to onboard new contractors and manage access for them.

Onboarding a contractor in ServiceNow

Using ServiceNow to verify the status of an access request

An end user calls the Help Desk to determine if they have access to an application

Improving Security, Compliance, and Efficiency

The benefits of integrating ServiceNow with Omada include streamlining business services, empowering end users, and improving security posture. While ServiceNow focuses on service-oriented standards such as ITIL and standards such as ISO 20000 “Requirements for IT Service Management Processes,” Omada also offers a focus on automation and IT security standards such as ISO 27001 which covers “Requirements for an Information Security Management System “.

The integration of Omada Identity Cloud and ServiceNow presents a strategic approach that enhances organizational processes, security, and user experiences. This integration streamlines access requests and provisioning and ensures that the right individuals have access to the appropriate resources within complex hybrid, cloud, and multi-cloud environments. The unified interface simplifies user interactions, reducing the need for proficiency in multiple tools. Whether it’s through governance, indirect provisioning, out-of-the-box integration, or tailored additional integrations, this partnership empowers organizations to efficiently manage identity access rights, enhance compliance, and elevate security measures.