ServiceNow ITSM

ServiceNow IT Service Management (ITSM) (opens in a new tab) is a cloud-based platform for managing IT services, including incidents, problems, change requests, service catalog requests, and knowledge management. This integration processes access and erasure requests against personal data stored in a ServiceNow instance, covering user records, ITSM tickets, audit logs, attachments, and email artifacts.

Prerequisites

In order to integrate with ServiceNow ITSM, you'll need to collect the following information:

Configuring ServiceNow for the integration

Before adding the integration in Fides, prepare the ServiceNow instance:

1. Enable the client_credentials grant. In ServiceNow, set the system property glide.oauth.inbound.client.credential.grant_type.enabled to true.
2. Create an OAuth Application Registry record. Navigate to System OAuth → Application Registry → New → "New Inbound Integration Experience" → "OAuth - Client credentials grant". Note the generated Client ID and Client Secret.
3. Assign an integration user. The OAuth registry must be tied to a ServiceNow user account with read and write access to sys_user and the ITSM tables (incident, problem, change_request, change_task, sc_request, sc_req_item, sc_task, kb_knowledge, kb_feedback, task_time_worked, sys_audit, sys_attachment, sys_journal_field, sys_email, and related membership tables). Erasure additionally requires write access on the user and ticket tables.

Integrating with ServiceNow ITSM

To integrate an existing system with ServiceNow ITSM:

1. Navigate to Data map → View Systems and choose the system that you want to connect.
2. Click on the Integrations tab.
3. Pick the vendor or system type that you want to integrate with from the Connection type drop-down menu.
4. Complete the required fields for the integration and click Save.

You may confirm your connection is working using the Test connection button, if desired.

To learn more, please see our guide for Managing Integrations.

Technical detail

Fides utilizes API endpoints to access the API service for a SaaS application. An API service is the programmatic interface through which Fides can query and update data within an application to access, rectify, or delete personal information. Each SaaS tool will have a unique set of endpoints to enable privacy functions.

The ServiceNow ITSM integration uses the ServiceNow Table API (opens in a new tab) for all read and write operations. Identity resolution is performed via direct lookup against sys_user.email.

Erasure behavior

Erasure requests mask personal data in place via HTTP PATCH rather than deleting records. This preserves ITSM audit, SLA, and retention obligations and avoids orphaned references in tickets owned or modified by other users. Immutable identifiers (sys_id, user_name) are preserved so that historical references remain intact; ServiceNow rejects PATCH requests that attempt to modify these fields.

ServiceNow ITSM endpoints

In the table below, you can find which ServiceNow tables are accessed for each type of privacy function. All operations go through the ServiceNow Table API.