Guidance on Automating Software Installation via ServiceNow and Microsoft Intune Integration

[mdsking987]

Hello ServiceNow Community,

We are exploring options to automate our software installation process and would appreciate your guidance on the best implementation approach.

Our goal is to use ServiceNow Service Catalog as the single self-service portal for all end-user software requests, while leveraging Microsoft Intune to handle the backend deployment and installation.

Proposed Workflow:

1. User Request: Employees submit application requests (e.g., Adobe Acrobat) through the ServiceNow Service Catalog.

2. Approval Process: The request follows the defined ServiceNow approval workflow for manager or admin authorization.

3. Automation Trigger: Once the request is approved, a ServiceNow Flow or Workflow should automatically initiate the integration process.

4. Integration with Intune: The system should communicate directly with Microsoft Intune to deploy and install the requested software on the user’s assigned device — without any manual IT intervention.

We are seeking recommendations or best practices for:

• The optimal way to integrate ServiceNow with Microsoft Intune (via Integration Hub, REST APIs, or available spokes).

• Any prerequisites, authentication setup, or potential challenges to consider.

• Examples or references where similar implementations have been achieved.

Thank you in advance for your insights and suggestions!

Best regards,
Sajid khan
ServiceNow Developer / Automation Engineer

[Ping Cai]

I am looking for the same solution. 🙂 

[Nayan Mahato]

The Service Graph Connector for Microsoft Intune doesn't have the capability to pull software usage data. Also, software auto-installation through SG-Intune is not supported; rather, it only pulls software installation data from SG-Intune. It is part of SGC-SCCM.

The following ServiceNow applications have features that interact with the Service Graph Connector for Microsoft Intune. https://www.servicenow.com/docs/r/servicenow-platform/service-graph-connectors/cmdb-integration-intu...

1. IT Operations Management (ITOM) Visibility
- Detailed hardware and application inventory for Android, Apple, and Windows mobile devices. The inventory can be used with or without Software Asset Management (SAM).
- Compliance tracking for mobile devices. You can build your own device (BYOD) or use corporate-owned device.
2. IT Service Management (ITSM)
- Incidents, problems, and changes on discovered configuration items (CI).
- Ownership tracking and assignment for mobile devices.
3. You can also do the following types of administrative actions:
- Device Management: You can report on various aspects of the device.
- Integration with Azure Monitor: Delta notification.

The following ServiceNow applications have features that interact with the Service Graph Connector for SCCM #

https://www.servicenow.com/docs/r/servicenow-platform/service-graph-connectors/cmdb-integration-sccm...

1. IT Operations Management (ITOM) Visibility
- Ability to get visibility into your infrastructure.
- Detailed hardware and software inventory tracking. The tracking can be done with or without Software Asset Management (SAM).
- Ability to detect delta changes for efficient incremental imports from SCCM to the ServiceNow AI Platform.

2. IT Service Management (ITSM)
- Incidents, problems, and changes on discovered configuration items (CI).
- Automatic device ownership assignment.

3. Software Asset Management (SAM) and IT Asset Management (ITAM)
- Tight integration with Software Asset Management Professional and client software distribution workflows.
- Inventory software package and installation tracking.
- Software usage tracking.
- License reclamation by detecting removed software.
- Support for software editions, normalizing publisher information, and normalizing product information.
- Support for SCCM Asset Intelligence.

Regards,
Nayan