Extend ServiceNow ITSM to Manage Shadow SaaS Risk

Integrating ServiceNow and Grip Security delivers a robust solution for managing shadow SaaS applications by reducing operational costs, increasing efficiency, and fortifying security. As organizations expand their use of SaaS, this integration addresses a critical need: managing unsanctioned apps and mitigating security risks by expanding the coverage of IT Service Management (ITSM) policies and processes.  

Expanding ITSM Capabilities to Tackle Shadow SaaS

Many organizations use ServiceNow to automate workflows and manage IT assets, including SaaS. Processes are automated for routine tasks such as access management, onboarding, and incident response alerting. However, managing shadow SaaS—apps procured without IT’s oversight—remains a complex challenge. This is where the Grip-ServiceNow integration provides tremendous benefits, seamlessly extending ITSM workflows to cover these unapproved applications.

By leveraging Grip's automated discovery of shadow SaaS apps, ServiceNow can generate alerts, create tickets, and initiate workflows for previously unmanaged SaaS apps. For instance, when an unapproved app is detected, ServiceNow can automatically contact the user to gather additional information, assess the risk to the company, and initiate workflows to mitigate the risks. The app can also be added to the asset management database to document its use in the organization and identify all the users. These capabilities reduce the need for manual discovery and management, significantly lowering operational costs and enabling IT teams to allocate resources to higher-value tasks.

Automated Offboarding for Cost and Risk Reduction

Many organizations already automate offboarding for known applications using ServiceNow ITSM. However, handling shadow SaaS—applications an employee uses without the knowledge of IT and not integrated with any identity security systems—poses a significant challenge. The ServiceNow and Grip integration addresses this gap by extending the offboarding process of the known applications to shadow SaaS. The combined solution provides visibility and automated access revocation for more complete offboarding. This ensures that access to all SaaS applications, whether sanctioned or unsanctioned, is securely and efficiently managed.

Consider a scenario in which an employee leaves the company. Through the integration, ServiceNow initiates an offboarding workflow that engages Grip to identify all associated shadow SaaS apps and revoke access. This streamlined process reduces the risk of unauthorized access to company data, minimizes security vulnerabilities, and saves substantial time and effort. Organizations benefit from these automated solutions by reducing SaaS licensing costs, and proper offboarding also mitigates risks, which together deliver both financial and security benefits.

Streamlined Application Review and Intake

Today, employees expect to be able to use the SaaS app of their choice, even if the company does not officially sanction it. Most companies have a policy that requires employees to request new apps, but it is rarely enforced. App review and approval processes are slow and take time because of a manual review and risk assessment process. The Grip-ServiceNow integration alleviates this issue by automating the intake and review of new SaaS applications. When a user requests access to a new app through ServiceNow, Grip provides a comprehensive summary of the risks associated with the app and queries the user for additional information. Data is automatically collected and presented to the IT or security analyst—including an enterprise risk score, usage patterns, and other users—enabling security teams to make informed, data-driven decisions efficiently.

This integration also proactively manages unauthorized app usage. If Grip detects a new app in use without prior approval, it can trigger a ServiceNow workflow that gathers risk data and alerts the appropriate teams. If the app poses a high risk, the workflow can prompt the user to provide a justification for its use, streamlining security evaluations and facilitating faster, more effective decision-making. These automated review processes boost productivity, reduce the time spent on manual evaluations, and improve overall governance.

Accelerated Incident Response for Enhanced Security

In cybersecurity, time is of the essence. When shadow SaaS apps are involved in security incidents, delayed responses can lead to significant damage. The ServiceNow-Grip integration enhances incident response capabilities by automating the generation of detailed ITSM tickets when risks are detected. These tickets contain critical information such as the users, app details, and risk severity, allowing security teams to take swift and informed action.

For example, if a SaaS app breach is identified, ServiceNow can instantly create a ticket, populate it with relevant details, and trigger response workflows. This automation minimizes the need for manual intervention, accelerates incident resolution, and ensures a faster containment of security threats. The integration also aids in post-event analysis and ensures compliance with regulatory requirements.

A Unified Approach to SaaS Identity Risk Management

The ServiceNow-Grip integration empowers organizations to manage shadow SaaS with the same rigor and automation as sanctioned applications. By leveraging this joint solution, businesses can achieve:

• Cost Reduction: Automating shadow SaaS management workflows reduces the need for manual labor and minimizes operational expenses.

• Increased Efficiency: Streamlined app intake, offboarding, and incident response processes allow IT and security teams to work more effectively, eliminating delays and bottlenecks.

• Enhanced Security: Real-time detection and automated mitigation of SaaS risks ensure that security incidents are managed swiftly, reducing the potential for damage and maintaining a strong security posture.

The ServiceNow-Grip integration transforms how organizations approach SaaS identity risk management, offering a comprehensive solution that optimizes resources, boosts productivity, and enhances security. As SaaS adoption continues to grow, ServiceNow and Grip provide a strategic advantage for enterprises looking to control shadow SaaS risks while maximizing the benefits of their ITSM investments.

To learn more about the ServiceNow-Grip integration, book time with our team.

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