ServiceNow Integration

ServiceNow Integration with TigerTrust

TigerTrust integrates with ServiceNow to bring certificate lifecycle management into your IT service management workflows. Automate ticket creation, sync with CMDB, and manage certificate operations through ServiceNow's powerful platform.

Integration Configuration

Configure the ServiceNow integration:

# TigerTrust ServiceNow configuration
integrations:
  servicenow:
    instance: your-instance.service-now.com
    auth:
      type: oauth
      client_id: ${SNOW_CLIENT_ID}
      client_secret: ${SNOW_CLIENT_SECRET}

    tables:
      incidents: incident
      changes: change_request
      cmdb: cmdb_ci_certificate

    defaults:
      assignment_group: "Certificate Management"
      category: "Security"

Incident Management

Automatically create incidents for certificate issues:

{
  "table": "incident",
  "data": {
    "short_description": "Certificate Expired: api.example.com",
    "description": "The SSL certificate for api.example.com has expired.\n\nCertificate Details:\n- Common Name: api.example.com\n- Expired: 2024-03-15\n- Issuer: DigiCert\n- Environment: Production",
    "category": "Security",
    "subcategory": "Certificate Management",
    "impact": "2",
    "urgency": "1",
    "priority": "1",
    "assignment_group": "Certificate Management",
    "cmdb_ci": "cert-api-example-com"
  }
}

Change Management

Create change requests for certificate renewals:

# Certificate renewal change request template
change_request:
  type: standard
  template: "Certificate Renewal"

  fields:
    short_description: "Certificate Renewal: {{certificate.common_name}}"
    description: |
      Renewing SSL certificate for {{certificate.common_name}}

      Current Certificate:
      - Expires: {{certificate.expiry_date}}
      - Issuer: {{certificate.issuer}}

      New Certificate:
      - Validity: 365 days
      - Auto-provisioned: {{certificate.auto_renew}}

    risk: low
    impact: low
    implementation_plan: |
      1. Generate new certificate
      2. Validate certificate chain
      3. Deploy to target systems
      4. Verify deployment
      5. Update CMDB

    backout_plan: |
      1. Restore previous certificate
      2. Verify rollback successful
      3. Investigate renewal failure

  approval:
    required: true
    groups:
      - "CAB-Security"

CMDB Synchronization

Sync certificates as configuration items:

# CMDB certificate CI schema
cmdb_ci_certificate:
  fields:
    - name: common_name
      label: "Common Name"
      type: string

    - name: san_entries
      label: "Subject Alternative Names"
      type: string_list

    - name: issuer
      label: "Certificate Authority"
      type: reference
      table: cmdb_ci_ca

    - name: expiry_date
      label: "Expiration Date"
      type: date

    - name: key_size
      label: "Key Size"
      type: integer

    - name: algorithm
      label: "Signature Algorithm"
      type: string

    - name: environment
      label: "Environment"
      type: choice
      choices: [Production, Staging, Development]

    - name: dependent_services
      label: "Dependent Services"
      type: relationship
      table: cmdb_ci_service

Flow Designer Integration

Create ServiceNow flows for certificate operations:

# Certificate expiration flow
flow:
  name: "Certificate Expiration Handler"
  trigger:
    type: event
    event: tigertrust.certificate.expiring

  actions:
    - type: create_incident
      when: days_until_expiry <= 7
      template: critical_certificate_incident

    - type: create_change
      when: days_until_expiry <= 30
      template: certificate_renewal_change

    - type: notify
      recipients:
        - assignment_group.members
        - service.owner
      template: certificate_expiration_notice

    - type: update_cmdb
      ci_class: cmdb_ci_certificate
      update:
        status: "Expiring Soon"

SLA Management

Track certificate operation SLAs:

# Certificate SLA definitions
sla:
  certificate_renewal:
    name: "Certificate Renewal SLA"
    target:
      resolution_time: 5 days
      response_time: 1 day
    conditions:
      category: "Certificate Renewal"
      priority: [P1, P2]

  certificate_incident:
    name: "Certificate Incident SLA"
    target:
      resolution_time: 4 hours
      response_time: 15 minutes
    conditions:
      category: "Certificate Incident"
      impact: Critical

Reporting

Generate ServiceNow reports:

• Certificate inventory by business service
• Expiration timeline reports
• SLA compliance dashboards
• Certificate change history
• Policy violation trends

Integrate certificate lifecycle management with your IT service management workflows using TigerTrust and ServiceNow.