Exploring ServiceNow Security Architecture: Key Layers and Best Practices

[gtalreja]

As more customers use ServiceNow to manage their business and technology, it's important to keep the platform safe. This blog explains how ServiceNow security works using three main layers: Network, Application, and Database. We’ll also talk about Application Scoping and the modern Zero Trust Model.

It's important to note that security is not the same for every customer. Each organisation is at a different point in its security journey. For some, it's just starting out (crawl), others are making progress (walk), and a few are very mature (run). There is no one-size-fits-all solution, and security should be seen as a journey, not a destination.

🌐 Network Layer Security

The Network Layer is the first level of defence . Even though ServiceNow is cloud-based, there are still ways to control who gets in.

Main Features:

• IP Whitelisting: Only allow known IP addresses to access your instance.
• VPN or Direct Connect: Use private connections for more secure communication.
• TLS/SSL Encryption: Your data is protected while it's moving across the internet.
• Edge Encryption: Encrypts your data before sending it to ServiceNow.

This layer keeps your data safe while it's being transferred.

🚀 Application Layer Security

The Application Layer is where users interact with ServiceNow. This layer needs strong controls.

Main Features:

• Roles: Only give users access to what they need.
• Access Control Rules (ACLs): Protect data at both table and field levels.
• User Criteria: Decide who can access certain apps like Knowledge or HR.
• UI Policies & Client Scripts: Control what users see (but don’t rely on these for security).
• Scoped Applications: Keep apps separate so they don’t interfere with each other.
• Application Access Settings: Control who can use your app's data and scripts.

This layer helps make sure the right people can access the right things.

📂 Database Layer Security

You don’t directly manage the database in ServiceNow, but it’s still protected.

Main Features:

• Field Encryption: Protect sensitive info like credit card numbers.
• Data Encryption at Rest: Data is encrypted while stored.
• Data Tags: Mark sensitive data to track and protect it.
• Audit Logs: Track who did what and when.

This layer keeps your stored data safe from unauthorised access.

🔐 Scoped Application Security

Scoped apps are like boxes that keep their parts safe from other apps.

Why It Matters:

• Stops apps from changing each other’s data without permission.
• Helps organise and secure development.
• Encourages "least privilege" — giving just enough access to get the job done.

You control exactly who and what can use your app’s tables, scripts, and APIs.

🕵️ Zero Trust Model

Old systems trusted anything inside the network. The Zero Trust Model means: "Trust no one, verify everything."

How ServiceNow Helps:

• Login Security: Use two-factor authentication and timeouts.
• Precise Permissions: Use roles and access rules.
• Show Less Data: Only give users what they need. (use Roles, ACl, User Criteria etc, links are provided above)
• Activity Tracking: Use logs and alerts to watch for problems.

This model adds extra safety by always checking who is trying to do what.

📊 Final Thoughts

Security in ServiceNow is all about using the right tools in the right places:

• Network Layer: Control who gets in.
• Application Layer: Control what users can do.
• Database Layer: Keep stored data secure.
• Scoped Apps: Keep apps separated and secure.
• Zero Trust: Always verify, never assume.

Every organisation has different needs and maturity levels. Security isn't a one-time setup—it’s an ongoing process that grows as your organisation evolves

[Swetans]

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