ServiceNow Integration

In today's dynamic regulatory landscape, managing privacy requests efficiently is a top priority for organisations. ServiceNow, a robust platform known for its IT service management capabilities, can be seamlessly integrated with TrustWorks to streamline privacy workflows. This guide provides an overview of the integration process and highlights how ServiceNow can serve as a communication channel in the Data Subject Requests (DSRs) workflow builder.

Key Benefits

• Automated Ticket Creation: Automatically create ServiceNow tickets for specific actions in privacy workflows, such as deletion or rectification tasks for example.
• Centralised Communication: Use ServiceNow as a dedicated communication method for tracking, managing, and completing assigned DSR workflow tasks.
• Improved Compliance: Ensure privacy requests are handled consistently while maintaining a clear audit trail.

Integrating ServiceNow with TrustWorks

Preparation and Integration Requirements

1. Instance URL: Obtain the ServiceNow instance URL (e.g., https://<your-instance>.service-now.com ).
2. API Key Token: Create an API Key Token for secure communication with TrustWorks. Follow this guide from ServiceNow to set up an API key.
3. Credentials: Ensure you have API credentials for TrustWorks to communicate with your ServiceNow instance
4. Roles and Permissions: Verify that your ServiceNow account has the appropriate permissions to create and manage tickets.

Integration Steps

1. Access Integrations in TrustWorks:

   Navigate to Global Settings > Integrations > + New Integration and select ServiceNow from the dropdown menu.

   Configure Integration Details:

   • Assign a meaningful name to your integration (e.g., "ServiceNow - Privacy Requests").
   • Select the authentication method (API Key ).
   • Input the Subdomain, API Key / Token.
   • Test connection.

2. Authorise TrustWorks:

   You’ll be redirected to your ServiceNow instance. Grant the necessary permissions for TrustWorks to access and create tickets.

3. Save the integration:

   Once permissions are granted, click Save.

Enabling the integration

To enable this integration:

1. Add ServiceNow to Your Data Inventory:
   • Import ServiceNow into your Data Inventory (either from staging or manually).
   • Once added, click Edit.
2. Enable the Integration:
   • In the details section, select and enable the integration you’ve just created in settings.
   • Save the ServiceNow data repository.

3. Configure the Workflow:
   • Modify the relevant privacy workflow to use ServiceNow as the communication channel where necessary.
   • Save the workflow.

By completing this configuration, responsible stakeholders will be notified of tasks directly within ServiceNow instead of receiving email notifications (default), ensuring a streamlined and efficient process.

With this integration, you can harness the power of ServiceNow’s capabilities to optimize your privacy workflows, enhance compliance, and centralise communication.