Digital transformation initiatives typically address software and workflows, but physical access systems often remain separate. Badge systems and building access usually operate outside the platforms employees use daily, requiring organizations to manage approvals through email and navigate multiple interfaces.
SwiftConnect is a connected access network provider that bridges the gap between identity systems and physical access control infrastructure. Its spoke integration for ServiceNow addresses this disconnect by operating in the background. ServiceNow serves as the interface for requesting, approving, and managing physical access, while existing access control systems continue to handle enforcement.
The architecture keeps employees and workplace teams working in ServiceNow, security teams in their physical access control system (PACS), with SwiftConnect managing the connection between them.
A smarter way to manage physical identity
Modern workplaces span multiple locations with flexible seating, collaboration spaces, and secure areas. Maintaining accurate access amid hiring, role changes, hybrid schedules, and contractor rotations is complex. PACS hardware enforces access but lacks identity context—it doesn't track organizational changes.
ServiceNow contains this identity and HR data. SwiftConnect connects these systems without requiring additional portals or training.
The integration provides:
- Automated access provisioning for joiners, movers, and leavers in ServiceNow
- Access rules based on HR and IAM data attributes
- Approval workflows within ServiceNow's existing engine
- Unified governance for physical and digital access
- Policy enforcement delivered to PACS systems
Visitor Management that feels native
Visitor workflows demonstrate the value of a native integration. Typically, hosting guests requires separate visitor management tools, emails to security, or manual coordination.
With Workplace Service Delivery and SwiftConnect, visitor access operates within ServiceNow:
- Hosts submit requests through Workplace Service Delivery
- ServiceNow manages scheduling, notifications, and approvals
- SwiftConnect provisions physical access automatically
- Front desk staff access current information in their existing systems
- PACS handles enforcement
Value in Practice: Eliminates duplicate data entry, reduces visitor wait times, removes coordination friction between hosts, reception, and security teams, and provides a modern, contactless access experience that works seamlessly with existing badge reader infrastructure.
Access directly in hand: Mobile credentials and QR codes
SwiftConnect syncs the mobile user credentials to physical access control systems , eliminating the need for physical badge production and distribution. Employees, visitors, and contractors receive their access through QR codes that can be scanned at entry points or through mobile wallet badges that work with NFC-enabled readers. This approach reduces administrative overhead, accelerates onboarding, and provides immediate access provisioning.
- For visitors and contractors, a QR code arrives via email when registered by their host, enabling a contactless check-in experience.
- For employees, mobile wallet credentials integrate with Apple Wallet or Google Wallet, turning smartphones into persistent access badges.
The system maintains security while modernizing the user experience—credentials can be instantly activated, modified, or revoked through ServiceNow, with changes reflected in real-time at all access points.
Real-World Impact: Lessons from a Bristish insurance company
This business transformation illustrates why this native approach matters. Their challenge was not simply about access - it was about unifying everyday workplace processes.
By centralizing workflows in ServiceNow, the organization achieved:
- Streamlined identity and workplace requests in a single platform: All access-related requests—from building entry to workspace assignments—flow through one system, removing the need to navigate multiple portals or coordinate across disconnected tools.
- Reduced manual effort through automation: Automated provisioning and deprovisioning eliminated repetitive tasks like manual badge requests, access updates, and email-based approvals, freeing up IT and security teams for higher-value work.
- Clear visibility into access governance: Complete audit trails showing who has access to which spaces, who approved it, when it was granted, and the business justification—all accessible from a single dashboard for compliance and security reviews.
Why This Matters for Your Organization
If you're supporting hybrid work, you're dealing with:
- Employees coming in on varying schedules
- Contractors rotating through projects
- Visitors arriving for meetings and collaborations
- Constant changes in team structure and location assignments
Each of these creates a physical access touchpoint. When those touchpoints live outside ServiceNow, you're managing them through workarounds.
Bringing physical access into ServiceNow means:
- Faster lifecycle management: Onboarding and offboarding happen in one place, with physical access automatically aligned to start dates and termination
- Reduced errors: No more orphaned badges or manual deprovisioning tasks
- Better audit trails: Complete records of who requested what, who approved it, and when it was provisioned
- Lower operational overhead: Fewer tools to manage, license, and train people on
- Improved user experience: Employees and visitors get frictionless access without navigating multiple systems
Looking Ahead
As ServiceNow evolves toward more intelligent, adaptive workflows, direct PIAM integration expands capabilities:
- New hire building access matching start schedules automatically
- Temporary contractor access expiring without manual intervention
- Visitor access provisioned before arrival
- Security audits completed within ServiceNow using current data
Because SwiftConnect operates between ServiceNow and PACS systems, these capabilities integrate into existing platforms rather than requiring new interfaces.
Learn more: https://store.servicenow.com/store/app/7626cbdac3bcfe5028305230a00131fc
