Comparison of ServiceNow Standard versus FastPass for Secure User Verification

This is a comparison of user verification with ServiceNow -with limited script modifications - compared to the FastPass IVM (Identity Verification Manager) out-of-the-box functionality.

You might be able to script /program everything with ServiceNow, but the time, cost and maintenance involved makes it undesirable, so this overview is based on limited modifications available to most ServiceNow customers.

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Key Takeaways

Process Control Analyst controls the process and asks the user. FastPass IVM controls the analyst, forcing them through the verification steps. Hackers can manipulate analysts, but FastPass ensures analysts follow the correct steps, preventing manipulation.
Password Reset Privileges Analyst requires privileged rights to reset passwords. Only FastPass IVM holds privileged rights to reset passwords. FastPass ensures the workflow is followed strictly, preventing analysts from bypassing steps or directly accessing sensitive information.
Documentation and Auditing Analyst documents steps at their discretion and based on available time. FastPass automatically records every individual step of the verification process. FastPass provides detailed logs for compliance, audits, and forensic investigations. ServiceNow relies on analyst judgment, which can be inconsistent.
Access to Personal Information Analysts can see personal answers to security questions (if such methods are used). Analysts only receive answers provided by the user during the actual call, with no access to pre-stored personal data. Alternatively only fraction of the answer from the database is displayed. Hackers may corrupt analysts to retrieve stored answers in ServiceNow, but FastPass logs and limits access, enhancing security.
Device and Location Verification Analysts have no way to verify the user’s device or location, especially if the user is locked out. FastPass can confirm if the user is on their usual device and in their typical location using PC-client data. FastPass uses contextual data to prevent hackers from faking identity, whereas ServiceNow lacks dynamic verification capabilities.
Uniform Process for All Users All users are verified through the same process regardless of security needs. FastPass adapts the verification process based on the security importance of the specific user group. FastPass allows customized, security-driven processes that improve efficiency for low-risk groups and tighten security for high-risk ones.
Password Delivery The service desk produces a temporary password. FastPass enables users to reset their passwords directly through the PC-client following company password policies. For users without this option FastPass generates the password and sends it via SMS or email. Sending passwords via SMS is viewed as insecure by many IT specialists, while FastPass eliminates analyst involvement in password creation entirely.
Manager/Colleague Approval No option for manager or colleague approval for identity verification. FastPass allows the analyst to forward a request for identity approval to a manager or trusted colleague. FastPass offers an additional verification method by involving a trusted person, enhancing security when users and analysts are remote.
MFA Integration ServiceNow can integrate to few MFA solutions. FastPass offers built-in MFA support and allows flexibility in adapting different tokens or challenges for user verification. FastPass provides seamless multi-factor authentication, integrating directly into the identity verification process.
Automation and Speed Manual steps for user lookup, proofing, and reset, leading to longer resolution times. FastPass automates most verification processes, cutting down the time required for verification and reset significantly. FastPass improves productivity by reducing manual intervention and automating identity checks, significantly lowering verification time compared to ServiceNow.
Compliance and Governance Compliance largely depends on the diligence of individual analysts and manual logging. FastPass offers automatic, detailed logs of every verification step, ensuring compliance with security policies and audit trails. FastPass ensures all actions are documented for compliance, reducing the risk of manual error or missed steps in governance.
Risk Mitigation Against Social Engineering High risk, as analysts may be manipulated by social engineering tactics (e.g., hackers posing as legitimate users). Additionally, there is no verification of the user's account activity. For instance, it's suspicious if an account hasn't been used in two months, or if the user has already made two calls on the same day. FastPass significantly lowers the risk by automating steps and not exposing analysts to sensitive data. ServiceNow's reliance on human judgment increases the risk of social engineering attacks, while FastPass reduces this risk through automation.

This comparison highlights how FastPass IVM provides a more secure, automated, and flexible approach to identity verification when integrated with ServiceNow.

For more information on FastPass integrated with ServiceNow, click here.

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