Successful partnerships are built on trust

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 in terms of 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is audited annually by a third party and has maintained its SSAE 18 SOC 1 Type 2 attestation since 2011 (SSAE 18 superseded SSAE 16 in 2017).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 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).

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 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 the following year.

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 the following 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.

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 is honoured to have achieved the US Federal Risk and Authorisation Management Programme Joint Authorisation Board P-ATO (FedRAMP JAB) at the High level. This enables us to accelerate the adoption of our secure cloud solutions by US federal agencies and provides a standardised approach for assessing, monitoring and authorising cloud computing products and services under the Federal Information Security Management Act (FISMA).

ServiceNow received its JAB High Provisional Authority to Operate (P-ATO) in 2019. The FedRAMP JAB High P-ATO also meets the requirements for DoD Impact Level 4.

DoD Impact Level 4 authorisation facilitates the procurement of ServiceNow products by the US Department of Defence (DoD) and Intelligence Community (IC). It sets out a baseline standard defined by the Defence Information System Agency (DISA) in the Security Requirements Guide (SRG) for cloud computing.

In 2019, ServiceNow obtained its DoD Impact Level 4 (IL-4) authorisation. The IL-4 standard is based on FedRAMP High controls, as well as additional controls defined by DISA.

ServiceNow complies with the EU–US Privacy Shield Framework and the Swiss–US 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 has 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 the 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

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 assessment of cyber security threats to their IT systems. The scheme requires implementation of various technical controls to ensure that 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.