Does ServiceNow have the capability to authenticate an user?

[mcroxall]

Does ServiceNow have the capability to authenticate an user?

We currently use Five9 as our phone system. If we receive a call from a user, we would like to verify the user identity somehow before reseting the password. What are the option? 

[Yashsvi]

Hi @mcroxall,

Yes, ServiceNow has robust user authentication capabilities. It supports multiple methods to ensure secure access to the platform. Some of the primary authentication mechanisms available in ServiceNow include:

1. Local Database Authentication: Users authenticate with a username and password stored in the ServiceNow database.

2. LDAP Integration: ServiceNow can integrate with LDAP (Lightweight Directory Access Protocol) directories, such as Microsoft Active Directory, to authenticate users against existing enterprise directories.

3. Single Sign-On (SSO):
- SAML 2.0: ServiceNow supports Security Assertion Markup Language (SAML) 2.0 for SSO, allowing users to authenticate using external identity providers (IdPs) like Okta, Azure AD, or ADFS.
- OAuth 2.0: OAuth allows ServiceNow to use third-party identity providers, facilitating secure and standardized access.
- OpenID Connect (OIDC): OIDC is another authentication protocol supported by ServiceNow for SSO, providing an easy way to authenticate users with external IdPs.

4. Multi-Factor Authentication (MFA): ServiceNow can enforce MFA, requiring users to provide additional verification, such as a code from a mobile app or an SMS, alongside their password.

5. Certificate-Based Authentication: ServiceNow supports client certificate-based authentication, adding an additional layer of security by requiring a valid client certificate.

6. Integration with Third-Party IAM Solutions: ServiceNow can integrate with various Identity and Access Management (IAM) solutions to leverage existing authentication frameworks.

These capabilities make ServiceNow flexible and secure, accommodating a wide range of enterprise authentication requirements.

Thank you, please make helpful if you accept the solution.

[mcroxall]

sorry, i dont think i made myself clear enough. When i mean password reset, i am their Network credentials (AD account) not service now account. Our ServiceNow authentication uses SSO.

[Slava Savitsky · Accepted solution]

Identity verification methods available for the password reset process in ServiceNow are documented here.

[mcroxall]

found answer here: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/login/reference/...

Thank you!