## Overview

This guide explains how to integrate **Incode Workforce identity verification** into **ServiceNow IT Service Management (ITSM)** workflows. By embedding verification into the help desk process, agents can confirm the caller’s identity before completing sensitive IT actions (like MFA resets, password unlocks, or privileged access requests).

We’ll cover:

- The user journey for IT service requests
- Integration architecture with ServiceNow ITSM
- How to configure OIDC with our integration partner, **IdRamp**
- Directory sync considerations with your IAM

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## User Journey in ITSM

When an employee calls the IT help desk, the agent needs a quick and reliable way to confirm their identity. Here’s how the workflow looks with Incode:

1. **Employee calls the help desk** with a request (e.g., “I can’t access my account, please reset my MFA”).
2. **Agent triggers IDV from ServiceNow** – Inside the ServiceNow ITSM console, the help desk agent clicks a button to initiate Incode verification for the employee.
3. **Employee receives verification link** (via SMS or email) and completes document + selfie check with Incode (this can be ANY mobile device or email).
4. **Real-time results in ServiceNow** – As soon as the employee finishes, the verification status (pass/fail, risk score, selfie match, claims match) is returned to ServiceNow and displayed to the agent.
5. **Agent decision**:
   - **Success** → The agent proceeds with fulfilling the request (e.g., resetting MFA).
   - **Failure** → The agent denies the request and can escalate the case.

This workflow ensures agents can **trust who’s on the other end of the phone**, preventing social engineering and impersonation attacks.

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## Integration Architecture

### 1. ServiceNow + IdRamp (OIDC)

We partner with **IdRamp** to simplify the ServiceNow ITSM integration. Customers provide **OIDC Client ID & Secret** to IdRamp, who brokers the connection between ServiceNow and Incode.

📺 Watch a full demo of the integration here:

[ServiceNow Incident - Incode](https://www.youtube.com/watch?v=fx-Zy7hZjE8)

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### 2. Directory Sync

Even with IdRamp OIDC in place, **Incode still syncs with the customer’s IAM directory** (e.g., Azure AD, Okta, Ping). This ensures:

- **User lifecycle management** → Verification is tied to IAM records.
- **Role-based routing** → Only users in certain groups may require extra checks.
- **Return verification with selfie match** – When a user verifies, Incode runs a **1:1 selfie match** against the the initial verification result (Doc + Selfie) to confirm the identity belongs to the directory record.
- **Claims Match** – Incode cross-checks verified **legal identity attributes** (e.g., name, date of birth, phone, email) against the IAM directory record to ensure alignment.
- **Audit trail** → Verification results are logged against the IAM identity record.

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## Example Flow in ServiceNow

1. **Trigger** – Employee requests MFA reset in ServiceNow ITSM.
2. **Redirect** – ServiceNow sends a verification link to the employee to verify via Incode.
3. **Verification** – Incode performs document + selfie identity check.
4. **Callback** – Incode posts verification status back to IdRamp, which ServiceNow consumes.
5. **Decision** – If verified, the request auto-resolves or escalates to IT support; if failed, the request is denied.

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## Benefits

- **Secure IT Workflows** – Stop fraudulent password resets and insider threats.
- **Low Friction** – Verification is only triggered when needed.
- **Easy Integration** – Turnkey integration with ServiceNow ITSM.
- **Identity-Centric** – Results stay in sync with the customer’s IAM directory.

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## Next Steps

- Review the [IdRamp video demo](https://www.youtube.com/watch?v=fx-Zy7hZjE8&utm_source=chatgpt.com).
- Work with your Incode Solutions Engineer to configure OIDC Client ID & Secret.
- Enable **directory sync** between Incode and your IAM (Entra ID, Okta, etc.).
- Deploy Incode verification into ServiceNow workflows (MFA resets, privileged access requests, HR-driven IT requests).

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With **Incode + ServiceNow ITSM + IdRamp**, you can **secure IT requests with biometric verification**, directly embedded into the IT service lifecycle.