Regular audits to ensure data security and privacy

The ISO/IEC 27001:2013 certification specifies security management best practices and controls based on the ISO/IEC 27002 best practice guide. It ensures that our information security management system (ISMS) is fine-tuned to keep pace with changes to security threats, essential in the fast-paced world of IT security.

Re-certification is obtained by audit every three years, inclusive of an annual surveillance audit order to prove that ServiceNow:

• 1. Has designed and implemented a comprehensive ISMS.

• 2. Has adopted a continuous risk management process to ensure that the appropriate information security controls are in place to meet an evolving threat landscape and risks.

• 3. Systematically evaluates information security risks appropriately, taking into account several factors, including the impact of company threats and vulnerabilities.

ServiceNow has been an ISO/IEC 27001 certified organisation since 2012 and the certificate is available here.

The ISO/IEC 27017:2015 standard is concerned with the implementation of the cloud-specific information security controls specified in ISO/IEC 27002.

The certification is gained by an annual independent audit and ServiceNow has been an ISO/IEC 27017:2015 certified organisation since 2018.

The ISO/IEC 27018:2019 is a code of practice based on ISO/IEC 27002 and is concerned with the protection of personally identifiable information (PII) in public clouds, in accordance with the privacy principles in ISO/IEC 29100.

The certification is gained by annual independent audit and ServiceNow has been an ISO/IEC 27018:2019 certified organisation since 2016.

The Service Organisational Control (SOC) framework is an attestation that ServiceNow meets the required standard regarding having controls in place to protect the confidentiality, integrity and availability of our customers’ data in the cloud.

• - SOC 1 focuses on the effectiveness of internal controls that affect the financial reports of customers
• - SOC 2 evaluates controls that are relevant to availability, integrity, security, confidentiality, or privacy.

ServiceNow is audited by a third party and has maintained its SSAE 18 SOC 1 Type 2 attestation since 2011 (SSAE 18 superseded SSAE 16 in 2017). SSAE 18 is aligned with international standard ISAE3402 and replaced the now-deprecated SAS70.

ServiceNow’s SOC 1 report covering the period from 1 October (of the previous calendar year) to 30 September (of the current calendar year) is available via ServiceNow CORE by the end of each calendar year (December).

The SOC 1 report covering the period from 1 April to 31 March is available via ServiceNow CORE by the end of each calendar Q2 (June).

ServiceNow has also undertaken an annual SOC 2 Type 2 attestation since 2013, relevant to security, availability and confidentiality controls listed in the AICPA Trust Services Criteria (TSC).

ServiceNow’s SOC 2 report covers the period October 1 (of the prior calendar year) to September 30 (current calendar year) and is available via ServiceNow CORE by the end of each calendar year (December).

A Bridge Letter is provided between audit periods so that the company is covered for the entire year.

ServiceNow’s SOC 1 bridge letter covering the period from 1 October (of the current calendar year) to 31 December (of the current calendar year) is available on ServiceNow CORE by the end of each calendar Q1 of following year.

The SOC 1 bridge letter covering the period from 1 April to 30 June is available via ServiceNow CORE by the end of each calendar Q3.

ServiceNow’s SOC 2 bridge letter covers the period October 1 (current calendar year) to December 31 (current calendar year) and is available on ServiceNow CORE by the end of each calendar Q1 of next year.

C5 is a cloud-specific compliance controls catalogue developed by the German Federal Office for Information Security (BSI) and leveraged in both the public and private sectors. The C5 Attestation Report follows a similar process and schema as AICPA SOC 2 reports, and has a high overlap of requirements with the AICPA Trust Services Criteria, with the addition of specific cloud-focused requirements. ServiceNow received its C5 Attestation Report in 2020.

The APEC PRP is a voluntary certification for data processors specific to the Asia-Pacific region, and developed by local members in the region. Certifications are renewed annually, but assessors are brought in potentially more frequently for any change that would have a significant impact on the Processor’s Privacy processes and/or procedures.

The Information System Security Management and Assessment Program (ISMAP) is a programme by the Japanese government that aims to ensure the level of security in cloud service procurement by evaluating and registering cloud services that meet the security requirements of the Japanese government. ServiceNow’s Now Platform was independently assessed by a registered ISMAP assessor to meet the Control Criteria of ISMAP controls and has been registered as an ISMAP Cloud Service since March, 2022. The ISMAP Cloud Service List is available here: https://www.ismap.go.jp/csm?id=cloud_service_list

This extension to ISO/IEC 27001 focuses on the establishment, and maintenance of a Privacy Information Management System (PIMS). This is relevant to ServiceNow as a processor of customer data which may contain Personally Identifiable Information (PII). ServiceNow received this certification in 2020.

PinkVERIFY™ ensures that ServiceNow is able to demonstrate that its IT Service Management (ITSM) products are compatible with the Information Technology Infrastructure Library (ITIL) best practices.

ServiceNow is proud to have been the first SaaS vendor to achieve PinkVERIFY™ status on 11 ITIL processes back in 2009 and has continuously evolved and improved its ITSM solutions while maintaining this industry certification.

ServiceNow’s Government Community Cloud (GCC) offering currently maintains a Federal Risk and Authorization Management Program (FedRAMP) High Baseline Provisional Authority to Operate (P-ATO). This enables ServiceNow to accelerate the adoption of our secure cloud solutions by US federal agencies and providers and implement a standardised approach for assessing, monitoring and authorising cloud computing products and services under the Federal Information Security Management Act (FISMA).

GCC received the initial GCC FedRAMP High Provisional Authority to Operate (P-ATO) in August 2019. GCC also meets Department of Defense (DoD) Impact Level 4 (IL4) and CNSSI 1253F Privacy Overlay High PII + PHI control requirements.

Click here to see ServiceNow on the FedRAMP Marketplace

ServiceNow’s Government Community Cloud (GCC) offering currently maintains a Department of Defense (DoD) Impact Level 4 (IL4) Provisional Authorisation (PA). This facilitates the procurement of ServiceNow products by the US Department of Defense (DoD) and Intelligence Community (IC) and establishes a baseline standard defined by the DoD Cloud Computing (CC) Security Requirements Guide (SRG) developed by the Defense Information Systems Agency (DISA).

ServiceNow received its initial GCC DoD IL4 PA in October 2019. The DoD IL4 PA includes both FedRAMP High and DoD IL4 control requirements. ServiceNow’s GCC offering also meets CNSSI 1253F Privacy Overlay High PII + PHI control requirements.

Click here to see ServiceNow on the DISA Storefront within the Standard Offering section

ServiceNow complies with the EU U.S. Privacy Shield Framework and the Swiss – U.S. Privacy Shield Framework set forth by the United States Department of Commerce with respect to the collection, use, and retention of personal data transferred from the European Union and the United Kingdom, and Switzerland to the United States, respectively. To learn more about the Privacy Shield Framework, please visit the Department of Commerce’s dedicated Privacy Shield website, located here.

MTCS Level 3 is a certification that ensures that ServiceNow meets standards regarding the confidentiality and integrity of our customers’ data in the cloud for Singapore. It builds upon ISO/IEC 27001 and covers the sovereignty, retention, and availability of data, along with business continuity planning and disaster recovery.

ServiceNow is proud to have achieved MTCS Level 3, the highest level of certification available.

ServiceNow’s Australian Platforms have been independently assessed by an endorsed IRAP assessor to meet the Australian ISM controls for OFFICIAL and PROTECTED data. The IRAP assessed OFFICIAL and PROTECTED Cloud Services provides Australian Government customers with trust and confidence in the NOW Platform and enables ServiceNow to effectively engage with Australian Government Agencies and Critical Infrastructure Providers. Further details for Australian Regulated customers can be reviewed here: https://your.servicenow.com/microsoftregulatedindustries/australia

The Canadian Centre for Cyber Security (CCCS) has established a set of both physical and logical requirements that must be met to be a certified GC Cloud Provider. Cloud Providers must demonstrate compliance to CCCS personnel prior to approval as a GC Cloud Provider. GC is the government defined data classification level that is approved to be stored within the cloud.

ServiceNow became a GC Cloud Provider in 2020 and more information can be found here

HITRUST was developed by the healthcare industry to standardise compliance objectives through their CSF Framework of controls, originally built on ISO27001. They have since incorporated and mapped to many common security standards, including NIST 800-53 and the AICPA SOC 2 Trust Services Criteria. The SOC 2 + HITRUST report is a collaboration between the AICPA and the HITRUST Alliance. It provides a mechanism for the service auditor to opine on the design and effectiveness of the Trust Services Criteria and the HITRUST CSF in the same report.

Cyber Essentials Plus is a UK government-backed scheme that assists organisations in demonstrating risk mitigation and the assessment of cyber security threats to their IT systems. The scheme requires the implementation of various technical controls to ensure the best practices and the utmost security, conducted by an external auditor. Due to the regional focus of the scheme, the certification is scoped to the UK region.

ServiceNow has obtained a US Department of Defense (DoD) Impact Level 5 (IL5) Provisional Authorisation. This makes the ServiceNow National Security Cloud (NSC) one of the few software‑as‑a‑service and platform‑as‑a‑service (SaaS/PaaS) offerings built and authorised to meet the rigorous Department of Defense Cloud Computing Security Requirements Guide at Impact Level 5.

The IL5 Provisional Authorisation will accelerate the DoD’s digital transformation, as it enables the DoD, its mission partners and selected federal agencies to move highly sensitive data, including Controlled Unclassified Information and Unclassified National Security Systems, to ServiceNow cloud‑based solutions hosted on Microsoft Azure Government.