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Integrations/ServiceNow (ITSM)
Core Security Platforms

ServiceNow (ITSM) Integration

Use ServiceNow (ITSM) as an evidence source in Aurora Command. Capture evidence automatically where supported, or attach exports when you need to. Aurora keeps the source, timestamp, owner, and review history so evidence stays reusable between reviews.

TicketingDirect connectionEvidence captureContinuous checksUpdates every 30 minutes3 mapped controls
Common coverage includes Incident and service request management, Incident tracking, and Service Incident Management.
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No compliance guarantees. We'll confirm what's automated and what stays export-based.
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At a Glance
Best for
Continuous checks and evidence capture
Auth
Basic Auth
Cadence
Every 30 minutes
Setup time
10 to 20 minutes
Framework coverage
ISO/IEC 20000-1:2018 Service management system requirements (Amendment 1:2024) and 42 more
ChecksEvidenceFrameworks
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Exports & records
Artifacts reviewers recognize. Preview sample structures before you share anything.

Setup

Setup

A short path from connection to an exportable evidence bundle.

01
Connect ServiceNow (ITSM)
Sign-in method: Basic Auth. Start with least-privilege access where supported.
02
Confirm Evidence Sources and Cadence
Confirm evidence sources and set cadence (every 30 minutes).
03
Validate Capture (Read-Only Where Possible)
Validate evidence capture in read-only mode (where possible) before expanding workflows.
04
Map Evidence to Controls
Map captured artifacts to controls (3 mapped controls listed).
05
Bundle evidence when needed
Export an evidence bundle (ZIP) when you need an offline attachment. Aurora keeps the underlying source and timestamps so the work stays reusable.

Capture

What This Integration Captures

Evidence types and collection notes, based on the integration’s published resources.

What Aurora monitors
2 continuous checks
High findings create tickets • Incidents are tracked with deterministic timelines
Evidence Aurora can collect
4 evidence types
User accounts • Tickets and workflows
How it stays current
Incremental updates every 30 minutes. Full refresh daily.
Checks update as new data is synced.
Checks
Automated checks Aurora can run
Checks map directly to common buyer requirements. Reviewers see the result as exportable evidence, not a screenshot.
High findings create tickets
Incidents are tracked with deterministic timelines
Evidence
Evidence types collected
These evidence objects can be mapped to controls and exported as an evidence bundle or audit workbook snapshot.
User accountsTickets and workflowsIncidentChange
Produces
  • Evidence objects with source details
  • Freshness and cadence status
  • Evidence bundle exports (plan-based)
Security Note
Read-only API, scoped credentials, and an audit trail (where supported by the connector and your environment).
Cadence Controls
Incremental updates every 30 minutes. Full refresh daily.

Reviewers

Why It Matters for Reviewers

A few ways this reduces follow-ups during audits and buyer reviews.

  • Reduces “show me” follow-ups by attaching system exports to answers.
  • Keeps timestamps explicit for audit windows.
  • Makes sampling easier through evidence bundles.

Frameworks

Controls and Frameworks Impacted

A quick sense of which frameworks this connector helps cover (based on mapped controls).

ISO/IEC 20000-1:2018 Service management system requirements (Amendment 1:2024)
ISO20000_1
2 controls
Australia Privacy Act 1988 — Australian Privacy Principles (APPs) & Notifiable Data Breaches (NDB)
AU_PRIVACY
1 control
Aurora Essentials (Baseline Control Set)
AURORA_ESS
1 control
AWS Foundational Technical Review (FTR) Validation Checklist
AWS_FTR
1 control
CSA Consensus Assessments Initiative Questionnaire (CAIQ) v4.0.3
CAIQ
1 control
CSA Cloud Controls Matrix (CCM) v4.0.12
CCM
1 control
CIS Controls v8
CIS
1 control
FBI CJIS Security Policy
CJIS
1 control
COBIT 2019 Framework: Governance and Management Objectives
COBIT
1 control
Colorado Privacy Act (CPA)
CPA
1 control
APRA CPS 234 — Information Security
CPS234
1 control
Cyber Risk Institute Profile (CRI)
CRI_PROFILE
1 control
Not sure what you need? Get mapping help

FAQ

ServiceNow (ITSM) Integration Questions

Short answers to common evaluation questions.

Does this require admin access?
It depends on the evidence you choose to capture. We'll confirm required permissions during setup.
Can we control cadence?
Yes. In eligible plans, cadence is configurable.
Can we export evidence if a reviewer asks?
Yes, when needed. You can export evidence bundles for offline attachments, or share a controlled reviewer view through Trust Center. Aurora keeps the source and timestamps so the work stays reusable between reviews.
Next step
Want to Confirm Evidence Coverage for ServiceNow (ITSM)?
Bring one reviewer request. We'll map what can be automated, what stays manual, and how to share it in a controlled way.
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No obligation. We respond within one business day. No compliance guarantees.