Getting access right: How SailPoint and ServiceNow work better together

We've all been there: you need to get a job done, but you're stuck waiting for access to an application. Getting the right tools in your hands shouldn't be a hassle.

That’s where the integration between SailPoint and ServiceNow comes in. Think of it like this: ServiceNow provides the familiar, user-friendly storefront you already use for requests, while SailPoint’s AI-powered identity security works quietly in the background. It’s all about making sure that while getting access is easy, it's also secure and compliant—without creating extra headaches for you or your security team.

Why this integration matters

Bringing SailPoint and ServiceNow together offers some clear advantages:

• Faster access to your tools: It significantly cuts down on processing times and gets rid of manual steps, so you get the access you need to do your job, faster.
• Keeps things secure and compliant: It automates security checks (like for Separation of Duties) and keeps detailed audit trails, which helps your organization meet regulatory requirements without the usual stress.
• A better user experience: Having a single, familiar place to handle all your access needs simply makes life easier. It reduces friction and lets you focus on more important work.

So, what’s new?

The integration is always evolving to make your life easier. Here are a few of the latest updates that you’ll find helpful:

• Chat with the SailPoint Service Catalog AI Assistant: You can now make access requests just by chatting in plain English within ServiceNow. Thanks to ServiceNow NowAssist, the system understands what you’re asking for and kicks off the right workflow in SailPoint. It’s a simple, conversational way to request and track your access from start to finish.
• Find what you need faster: Finding the right role or entitlement is now much simpler. A new search widget with better filtering lets you narrow down your options quickly, so you can stop scrolling and pinpoint the exact access you need.
• More flexibility for admins: We’ve added more granular controls for administrators. For instance, you can now add and revoke specific entitlements for users with multiple accounts, not just their overall roles. There's also an option to use custom scripts to automatically approve certain requests, adding another layer of customization to the experience.

How it works in the real world

This isn't just theory; combining SailPoint and ServiceNow is already delivering clear wins for businesses. Take one energy company, for example. They completely transformed their access request process by integrating the SailPoint Identity Security Cloud Service Catalog and Service Desk features directly into ServiceNow.

By bringing the SailPoint Service Catalog into the familiar ServiceNow portal, they created a single, intuitive place for all access requests. Instead of employees having to guess what to ask for or who to ask, they could now easily browse and select the roles and entitlements they needed, just like an online shopping experience. This self-service approach dramatically accelerated the turnaround time for getting access into the hands of their employees.

Furthermore, the Service Desk integration automated the backend processes, so once a request was made, it was routed efficiently without manual intervention. This visibility and automation significantly reduced the volume of IT help desk tickets and follow-up communications. Because their team could find what they needed and track their requests with ease, user satisfaction soared, and the IT team was freed up to focus on other priorities.

Ready to learn more?

• Don't miss our live session, "SailPoint & ServiceNow: Next-level automation and security with AI," on June 9th. We'll dive deep into how you can leverage AI for smarter, more efficient identity security.
• Get all the details on the new ServiceNow Service Catalog for Identity Security Cloud v5.2 enhancements in the SailPoint Compass Community.
• Keep up with all our ServiceNow integrations and see what's new by visiting our Connector Directory.