If you’ve been following along with my previous blogs, you know there’s a real gap between what the Idira (CyberArk) out-of-the-box ServiceNow ticketing integration gives you and what an auditor actually needs to see. I’ve written about that gap before, and I built my own product called PrivilegeFlow to close it. As an authorized Idira (CyberArk) reseller, we support the straightforward integration.
Today I’m sharing two things:
- A free, start-to-finish guide for setting up the standard CyberArk + ServiceNow ticket validation — no cost, no catch.
- When you find yourself needing more, PrivilegeFlow picks up from there. All the enhancements that you and your auditors need.
The free guide
This is a cleaned up walkthrough that we worked with CyberArk previously to post on their Success Blog — every step you need to get Incident and Change ticket validation working between CyberArk and ServiceNow.
Download the free PDF guide → (scroll down on the page)
If all you need is basic ticket validation on Incidents and Changes, this will get you there today.
Where the free integration stops short
The out-of-the-box integration works, but it wasn’t built with an audit in mind:
- It only validates against Incidents and Changes — the other seven ServiceNow ticket types aren’t supported.
- It doesn’t write anything back to the ticket, so there’s no work note trail an auditor can actually pull from the actual tickets.
- There’s no efficient bypass, maintenance, or audit-only mode — it’s on or it’s off.
- Authentication to ServiceNow is Basic login & password only.
For a some environments, that’s totally fine. For other environments, you need hard proof that each ticket type was utilized for privileged access for auditors. If it doesn’t meet specific criteria, the user can not utilize their privileged account. Using a bypass code for use-cases as a workaround for the lack of supported ticket types is a recipe for disaster. Over time users will bypass the whole control if bypass codes are handed out like free candy. Trust me, I know and have seen it play out.
That’s the gap PrivilegeFlow closes
PrivilegeFlow is an enhanced CyberArk ticket integration that validates access requests against a real ServiceNow ticket (all types), and meets what your PAM & compliance teams actually need.
Every access request gets validated, every action gets logged back to the ticket, and you get a real, retrievable audit trail — the kind that makes audit and compliance conversations a lot shorter.
Which one do you need?
- Just getting started, or only care about Incident/Change access? Grab the free guide and you’re set. Download the free PDF guide → (scroll down on the page)
- Need to prove access is tied to a ticket across every ticket type, with a work-note audit trail an auditor can actually see? That’s exactly what PrivilegeFlow is for. Check out here for more information — https://www.keyvaultsolutions.com/pages/privilegeflow
Intrigued about PrivilegeFlow?
Discover more information — https://www.keyvaultsolutions.com/pages/privilegeflow
Looking for a partner in improving your Ticket integration with PrivilegeFlow?
Contact us here to join the PrivilegeFlow waitlist — https://www.keyvaultsolutions.com/pages/contact-us
