Patch Management with ServiceNow to Improve IT Stability

[Sujit Agrawal]

Patch Management

Patch management is a critical IT process that involves identifying, acquiring, installing, and verifying patches for software and systems. Using ServiceNow for patch management helps organizations automate and streamline this process, reducing risk and improving IT stability. It helps avoiding incidents due to patching related issues, and boost productivity with self-guided knowledge and removal of manual tasks.

How ServiceNow Supports Patch Management

Integration with Discovery Tools

• ServiceNow integrates with tools like Microsoft SCCM, Tanium, or ServiceNow Discovery to identify devices and their patch status.

Patch Catalog and Assessment

• Maintains a catalog of available patches.
• Assesses endpoints to determine missing or outdated patches.

Patch Deployment Workflow

• Automated Ticket Creation: Generates change requests for patch deployments.
• Approval Process: Routes for necessary approvals based on risk and impact.
• Scheduling: Allows for patch deployment during maintenance windows to minimize business impact.
• Orchestration: Integrates with orchestration tools to automate patch installation.

Monitoring and Compliance

• Tracks patch deployment status in real-time.
• Provides compliance reports and dashboards.
• Sends alerts for failed or overdue patches.

Remediation and Exception Handling

• Automates remediation steps for failed patches.
• Manages exceptions for systems that cannot be patched immediately.

Best Practices for Using ServiceNow in Patch Management

• Regular Asset Discovery: Ensure ServiceNow’s CMDB is up-to-date for accurate patch targeting.
• Automated Workflows: Leverage ServiceNow Flow Designer or Orchestration for end-to-end automation.
• Change Management Integration: Use ServiceNow Change Management to document and control patch deployments.
• Continuous Monitoring: Use dashboards and reports to monitor patch compliance and address gaps quickly.
• Stakeholder Communication: Automate notifications to stakeholders about patch schedules and outcomes.

Conclusion

Implementing patch management with ServiceNow enhances IT stability by automating processes, ensuring compliance, and providing real-time visibility. This reduces vulnerabilities, minimizes downtime, and supports a proactive IT operations strategy.  ServiceNow products for Patch Management solution include -

• Portal, Request, and Change Management

• CMDB

• Integration Hub

• ServiceNow Digital Product Release

• SecOps

• Platform capabilities (scoped app, flows, reporting, notifications, etc.)