Enabling Secure Password Reset Requests via ServiceNow (SNOW)

SoftwareIDM's Identity Panel Suite supports integration with ServiceNow via secure Service Panel forms and REST APIs, enabling auditable password reset workflows. This functionality empowers users to initiate password resets directly from the familiar SNOW interface while ensuring that only authorized individuals can complete the process. The system verifies user identity, guides users through each step, and maintains a full audit trail for compliance.

How It Works
When integrated with Service Panel, the Identity Panel Suite allows organizations to configure a password reset workflow accessible through the SNOW portal. The process includes:

• User Initiation: End users access a custom form in SNOW to request a password reset.

• Identity Verification: Users must complete one or more verification steps. These may include:

  • Answering pre-defined security questions

  • Entering a one-time code sent via email or SMS

  • Completing multi-factor authentication (MFA)

• Automated Workflow: Once verified, the request triggers a secure, automated reset process handled by Service Panel, which integrates with target systems like Active Directory or Entra ID.

• User Feedback: Clear on-screen instructions and status messages guide the user through each phase of the request, with confirmation at completion.

Compliance and Auditability
Every action taken during the password reset process is logged in ServiceNow. This includes:

• Submission of the request

• Identity verification steps performed

• System actions and outcomes (e.g., password successfully reset)

• Time stamps and request metadata

This complete audit trail helps organizations meet regulatory and security compliance requirements by demonstrating accountability and control.

Key Benefits

• Provides a self-service option through SNOW without compromising security

• Verifies user identity using configurable, layered methods

• Ensures all reset actions are fully traceable and auditable

• Reduces service desk workload while maintaining compliance

By enabling password reset through SNOW with the Identity Panel Suite, your organization can increase user satisfaction, strengthen security controls, and simplify compliance reporting.