🔒 Key Security Points to Consider in Your ServiceNow Implementation Aligned with ISO 27001

[Danilo Estevam]

ISO/IEC 27001 is an international standard for Information Security Management, focusing on implementing an ISMS (Information Security Management System). It's not just a technical standard — it requires that processes, technology, and people work together to protect information.

If you're implementing ServiceNow and want it to support ISO 27001 compliance, you need to address both technical and governance aspects. Below are the essential points to consider for enhancing security within your ServiceNow implementation, aligned with typical ISO 27001 controls:

1️⃣ Access Control (A.9)

- Strong Authentication: Implement MFA (Multi-Factor Authentication).

- Well-defined access profiles: Apply the least privilege and need-to-know principles.

- Segregation of Duties: Avoid granting conflicting permissions to the same user.

- Access Logs: Maintain records of logins, failed authentication attempts, and permission changes.

2️⃣ Security Incident Management (A.16)

Establish and maintain processes in ServiceNow for:

- Recording security incidents (e.g., data breaches, intrusion attempts).

- Structured response: Workflow for triage, investigation, and communication.

- Integration with internal or external response teams (such as CSIRT).

3️⃣ Logging and Monitoring (A.12.4)

Enable and maintain audit logs within ServiceNow.

Monitor suspicious activities, including:

- Access outside of normal hours.

- Changes to sensitive data.

- Administrative access events.

Ensure logs are protected from unauthorized changes and stored in compliance with legal requirements.

4️⃣ Information and Data Protection (A.8, A.10)

Ensure sensitive data is encrypted:

- In transit: Enforce HTTPS/TLS.

- At rest: Based on company policies or ServiceNow's hosting configuration.

Information classification:

- Use fields or tags in ServiceNow to indicate information sensitivity (public, internal, confidential, etc.).

Backup and recovery:

- Validate ServiceNow's backup policies and disaster recovery plans.

5️⃣ Risk Management (A.6 and A.18)

- Use ServiceNow to document and track information security risks, both internal and third-party.

- Conduct periodic risk assessments.

- Workflow to mitigate or accept risks with proper management approval.

6️⃣ Supplier and Third-Party Management (A.15)

If ServiceNow is used by external clients:

- Define contracts and SLAs that address security requirements.

- Monitor third-party access.

- Ensure proper data segregation for different clients (multi-tenancy, if applicable).

7️⃣ Awareness and Training (A.7.2.2 and A.12.2)

ServiceNow can be used to:

- Track security training participation.

- Manage awareness campaigns.

- Record acceptance of security policies.

⚙️ Specific Technical Considerations for ServiceNow

Configure:

- API security, if integrations exist.

- Form and field permissions for sensitive data.

- Session controls: Timeout settings, lockout after failed login attempts.

- Periodic access reviews automated via ServiceNow.

- Integration with SIEM/SOC, if available, to centralize security alerts.

🚀 Practical Summary

For your ServiceNow implementation to support ISO 27001 compliance:

✅ Apply strong access controls.

✅ Configure workflows for security incidents and risk management.

✅ Maintain monitoring and auditable records.

✅ Protect data at rest and in transit.

✅ Use ServiceNow as a tool that supports not only operations but also security governance.