Recently we announced new certified integrations with ServiceNow. Folks have been asking about the use cases these integrations enable, and I want to take a second to dive into to a couple of them. Let’s take a look at one of the top use cases that ServiceNow promotes on its website: HR onboarding.
Finding the right candidates to hire is only the beginning of onboarding. Once an offer has been extended and accepted, a flurry of paperwork and requests need to be started to get a new hire ready for day one. ServiceNow says they can give an HR professional 30% of their time back by automating their manual activities. But how much time can IT get back? Read on to see.
New Employee Onboarding, One Week before Start
Mike just accepted a job offer from ABC Corp. and is starting at the company next week.
- The Human Resources manager, Barbara, uses ServiceNow to submit an Employee Onboarding HR request to create Mike’s HR profile record. Part of the HR onboarding workflow includes sending a request to IT to create a new user record for Mike in ABC Corp.’s system of record, Active Directory, and assigns Mike to a department, a role and a manager.
- The ServiceNow workflow generates requests to both approve and fulfill the correct IT hardware, software and systems access based on his department, location and position. Even though these tasks come in through an automated workflow, an human in IT has to do some manual work setting up Mike’s accounts in software and SaaS apps before he can check off these tasks and resume the HR onboarding workflow. But since ABC Corp. uses Centrify, these fulfillment tasks get done much faster.
- Howard in IT finds Mike’s user record in Active Directory, and assigns him to the correct groups for department, location and position in the Centrify Cloud Manager. In Centrify, policies for user role and department and app assignments have already been configured. So by adding Mike into the appropriate role, he gets provisioned for accounts like ServiceNow, Office 365 and Box based on those predefined roles.
- The HR team can view the HR change and track the progress of the onboarding process. Howard in IT has checked off the app provisioning task in the ServiceNow workflow. When all the appropriate tasks are complete, the HR department can view the change record and confirm that everything is ready for Mike’s first day.
Mike’s First Day: Time to Change His Default Password
On Mike’s first day, he receives a sheet of information from IT that includes his username and default password in Active Directory, and how to get into the Centrify Identity Service. He knows he has to change his Active Directory password right away. He can do this within ServiceNow (see video below):
- Mike logs into his network using his default Active Directory credentials. He also uses this default password to log into his Centrify User Portal to get single sign-on to ServiceNow and other apps he’s been assigned.
- Mike initiates a password change request in ServiceNow and answers the series of secret questions when prompted.
- ServiceNow exchanges a secure token with Centrify Identity Service, which lets Mike login into Centrify and change his Active Directory password.
- Mike logs into Centrify once again and gets the password reset prompt. When Mike creates a new password, it gets propagated to Active Directory.
Mike’s Second Day: Requesting More Apps
On Day two, Mike finds he doesn’t have access to certain apps he needs. As one of the new IT admins, Mike has different levels of privilege depending on the apps he is using.
Mike already has end user access to Marketo to create emails to his user community. But he also needs privileged access (an Admin account) to Box to test a new integration.
Because Box is still being tested internally, Mike’s Centrify administrator has set it up to require approval before it can be deployed.
Based on his role and memberships already defined in Active Directory and the Centrify Cloud Service, Mike can get provisioned for Box with the right level of access and licensing appropriate for his job role, after the access request workflow has been approved.
- Mike clicks on the ServiceNow app tile from his Centrify user portal.
- In ServiceNow, Mike enters an app access request and selects “Box” from the app catalog. Mike enters his justification for why he needs administrative access to Box, and submits the request.
- The Line of Business Owner for Box is Ron, who approves Mike’s access as soon as he gets the alert about the request from ServiceNow.
- Once the approval workflow is completed within ServiceNow, ServiceNow calls upon Centrify to provision Mike with Box.
- The Box app app tile appears in Mike’s user portal immediately. Howard, the IT guy, is off solving bigger problems, instead of spending time setting up app accounts for Mike.
And that’s just the beginning! Already, by giving Mike the tools he needs to be more productive, and more autonomous, IT is out of the business of manual tasks related to new employee on boarding, and can spend their time on more critical tasks. IDC and Gartner agree that 40% of IT tickets are related to password reset and setup… with Centrify and ServiceNow, IT can regain a lot of time, and eliminate wasted cycles.
Read this solution brief to learn more about Centrify’s integrations for ServiceNow.