TL;DR
ServiceNow is a core platform for IT service management, operations, HR, and security workflows. It connects users, data, and systems in real time, making it a powerful (and potentially risky) SaaS application if not properly secured.
This guide provides a modern take on ServiceNow security through the lens of SaaS risk: user access, integrations, configuration drift, and compliance readiness.
Why ServiceNow Is a High-Value SaaS Target
ServiceNow manages:
- IT incident and change workflows
- HR cases and employee records
- Security operations and threat response
- Configuration items and asset inventories
Because it spans departments and handles sensitive data, ServiceNow becomes a central risk vector if:
- Admin roles are too broad
- Orphaned accounts persist
- Integrations are misconfigured
- Audit logs are not reviewed
Common ServiceNow Security Risks
Excessive Role and Group Permissions
Default roles like “admin” or “itil_admin” grant access across modules, often without regular review.
Configuration Drift
Script includes, business rules, and ACL changes can accumulate without version control or governance.
Dormant Users and Legacy Integrations
Accounts and tokens from past projects can remain active and invisible to IT.
Unsecured API and App Tokens
Long-lived credentials in integrations may have excessive scope or no expiration.
Lack of Monitoring and Alerts
Privileged actions like table exports or role changes may not be monitored in real time.
ServiceNow Security Best Practices
1. Design and Enforce Role-Based Access
- Map access to job functions
- Avoid granting full access unless absolutely required
2. Integrate Identity Provider and Enforce MFA
- Use SSO to standardize login and deprovisioning
- Require MFA for all admin or sensitive roles
3. Review and Remove Dormant Accounts
- Audit login activity and disable inactive users
- Decommission unused integrations and tokens
4. Monitor API and Integration Use
- Prefer OAuth and scoped app tokens
- Track token usage and scope
- Document all connected systems
5. Enable and Monitor System Logs
- Capture audit logs for access, role changes, and data movement
- Forward logs to your SIEM for analysis and alerting
6. Implement Change Governance
- Require approval for ACL, script, and integration changes
- Track and document all configuration changes
Built-In ServiceNow Security Features
ServiceNow provides:
- Role- and group-based ACLs
- MFA and SSO support
- Scoped tokens for APIs and apps
- Audit logging and event tracking
These tools require configuration and process to be effective.
How Valence Helps Secure ServiceNow
Valence provides:
- Visibility into over-privileged roles and risky integrations
- Alerts for dormant accounts and stale credentials
- Automated workflows for access reviews and configuration tracking
- Integration with your SIEM, SOAR, and ITSM stack
ServiceNow Security Checklist
Final Thoughts
ServiceNow is a critical platform that connects people, processes, and data across the business. Securing it means more than enabling native controls. It requires clear ownership, access governance, integration monitoring, and alignment with your SaaS security program. With the right approach, you can support agility and reduce operational risk at the same time.
Protect ServiceNow and every app in your SaaS stack. Request your demo now.
