ServiceNow integration: Overview

About the ServiceNow Integration

The ServiceNow integration pushes Apple device inventory from Iru Endpoint to ServiceNow in real time so your ServiceNow records stay current. If your ServiceNow tenant is licensed for Software Asset Management Professional (SAM Pro), you can also send application installation and usage data nightly.

How It Works

The integration connects Iru Endpoint to your ServiceNow instance over OAuth 2.0 with a dedicated service account. Authentication: OAuth 2.0 with a service account in ServiceNow. Data sync: Iru Endpoint discovers managed Apple devices and syncs fields such as serial number, model, OS version, and assigned user to ServiceNow. With SAM Pro, you can also send application inventory and usage data nightly.

Setup Overview

Follow these steps at a glance.

Install ServiceNow App

Install the Kandji ServiceNow app in the ServiceNow integration hub.

Configure OAuth Client

Configure an OAuth client app so Iru Endpoint can call the ServiceNow Import Set API.

Create ServiceNow User

Create a ServiceNow user account that can access the ServiceNow API.

Set up the integration in Iru Endpoint

In Iru Endpoint, finish the ServiceNow integration using the OAuth app and service account you created.

When setup is complete, Iru Endpoint starts pushing device asset data to ServiceNow.

The assigned user from Iru Endpoint must already exist in ServiceNow for that user to appear on the computer record.

High-Level Data Flow

When a device enrolls in Iru Endpoint or its record changes, the integration does the following:

Detect Changes

Iru Endpoint detects changes to device inventory. If you turned on SAM Pro app sync in Iru Endpoint, app inventory and usage are prepared nightly.

Push to Staging Tables

Iru Endpoint pushes these changes to ServiceNow staging tables via the ServiceNow Import Set API.

Transform Data

For device data, ServiceNow runs a transform map to map staging columns to target tables. Application data uses an ETL definition with the Robust Transform Engine.

Update Records

ServiceNow then creates or updates device and MDM records, and can also update software install and usage records when SAM Pro data sync is enabled.

ServiceNow Tables

The following tables are used in the Iru Endpoint integration with ServiceNow.

Table	Description
`cmdb_ci_computer`	Built-in ServiceNow table with hardware details for Mac, iPhone, iPad, and tvOS devices.
`cmdb_sam_sw_install`	ServiceNow SAM Pro table used to record software installs when app inventory and usage sync is enabled in Iru Endpoint.
`samp_sw_usage`	ServiceNow SAM Pro usage table populated by a nightly usage-publisher job in ServiceNow.
`x_kandj_kandji_mdm`	Custom table built by Iru Endpoint to store additional MDM-related data about device assets.
`x_kandj_kandji_kandji_import_set_computer`	Import set staging table used to stage device asset information before it is pushed to the `cmdb_ci_computer` table.
`x_kandj_kandji_kandji_import_set_mdm`	Import set staging table used to stage MDM-related device asset information before it is pushed to the `x_kandj_kandji_mdm` table.
`x_kandj_kandji_kandji_import_set_apps`	Import set staging table used to stage application inventory and usage information before RTE/ETL processing.

Iru Endpoint Device Attributes

Iru Endpoint sends the device asset fields below. Additional fields may be added over time.

Table: `cmdb_ci_computer`

Iru Endpoint	ServiceNow	Description
`assigned_user`	`assigned_to`	User assigned to the device asset
`device_capacity`	`disk_space`	Total storage capacity
`device_name`	`name`	Name of the device
`Discovery source` (not shown in Iru)	`discovery_source`	Constant value set to “Kandji”
`model_name`	`model`	Device model name
`os_type`	`os`	Operating system name (for example, macOS, iOS, iPadOS, or tvOS)
`os_version`	`os_version`	Operating system version
`serial_number`	`serial_number`	Device serial number; also coalesces to the computer table record in ServiceNow
`manufacturer`	`manufacturer`	Constant value set to “Apple”

Table: `x_kandj_kandji_mdm`

Iru Endpoint	ServiceNow	Description
`device_id`	`kandji_device_id`	Iru Endpoint device ID
`blueprint_id`	`kandji_blueprint_id`	Iru Endpoint blueprint ID; also coalesces to the MDM table record in ServiceNow.
`serial_number`	`computer`	References the CI computer record in ServiceNow.
`Discovery source` (not shown in Iru)	`discovery_source`	Constant value set to “Kandji”

Table: `cmdb_sam_sw_install`

Iru Endpoint (Prism)	ServiceNow	Description
`App ID` (not shown in Iru)	`instance_key`	A unique key used to identify a piece of software on a specific device
`name`	`name`	The name of the app
`developer_name`	`publisher`	The developer of the software
`version`	`version`	Version of the software
`path`	`install_location`	Install path on the device
`serial_number`	`installed_on`	Reference to the computer CI record
`last_opened`	`last_used`	The date the software was last used
`is_removed` (removed apps are not shown in Iru)	`active`	Active install on `cmdb_sam_sw_install`: `true` while the app is on the device; `false` when Iru reports removal. Removed apps still sync with `active` = `false` so ServiceNow keeps the install row for history (see Application inventory).
`Discovery source` (not shown in Iru)	`discovery_source`	Constant value set to “Kandji”

Table: `samp_sw_usage`

ServiceNow	Description
`configuration_item`	Reference to the computer CI record
`norm_product`	The normalized record of the app from ServiceNow
`reclamation_type`	`'last_used'`. Iru populates `last_used` entries.
`last_used_time`	Date and time the software was last used. Iru sends dates only here to avoid extra custom tables in ServiceNow.

Application Inventory

When application inventory is enabled, Iru Endpoint still sends removed apps to ServiceNow with active set to false. ServiceNow keeps those install rows for history instead of deleting them when the app leaves the device.

Considerations

Assigned users in ServiceNow

For the computer record in ServiceNow to show the user assigned in Iru Endpoint, that person must already exist in ServiceNow.

Device inventory sync

Device inventory syncs in real time. App inventory and usage data syncs nightly when that option is enabled.

Application inventory

SAM Pro must be licensed in ServiceNow, and you must enable the option in Iru Endpoint integration settings. Removed apps still sync with active = false so ServiceNow keeps historical install rows instead of deleting them.

Credential expiry and re-authentication

When ServiceNow OAuth credentials are approaching expiry, Iru Endpoint displays a banner in the tenant and sends email reminders to Team Members with Admin or Account Owner permissions starting 30 days before expiry. Re-authenticate from the ServiceNow integration details page in Iru Endpoint.

Tables in ServiceNow

The integration writes to built-in ServiceNow tables and custom Kandji tables so CMDB and MDM views stay complete.

Import Set API

Data moves through ServiceNow’s Import Set API and transform flows.

ServiceNow integration: ServiceNow configuration

Install the Kandji ServiceNow app, create an OAuth client and service account, and verify discovery source in ServiceNow.

ServiceNow integration: Iru Endpoint configuration

Connect Iru Endpoint to your tenant, enter OAuth and service account credentials, and optionally enable nightly app inventory and usage for SAM Pro.

General

Devices

Agent

Blueprints

Enrollment

Library

Deployment Guides

Settings

Integrations

Endpoint Detection & Response

Vulnerability Management

API

ServiceNow integration: Overview

About the ServiceNow Integration

How It Works

Setup Overview

High-Level Data Flow

ServiceNow Tables

Iru Endpoint Device Attributes

Table: `cmdb_ci_computer`

Table: `x_kandj_kandji_mdm`

Table: `cmdb_sam_sw_install`

Table: `samp_sw_usage`

Application Inventory

Considerations

Assigned users in ServiceNow

Device inventory sync

Application inventory

Credential expiry and re-authentication

Tables in ServiceNow

Import Set API

ServiceNow integration: ServiceNow configuration

ServiceNow integration: Iru Endpoint configuration

​About the ServiceNow Integration

​How It Works

​Setup Overview

​High-Level Data Flow

​ServiceNow Tables

​Iru Endpoint Device Attributes

​Table: cmdb_ci_computer

​Table: x_kandj_kandji_mdm

​Table: cmdb_sam_sw_install

​Table: samp_sw_usage

​Application Inventory

​Considerations

Assigned users in ServiceNow

Device inventory sync

Application inventory

Credential expiry and re-authentication

Tables in ServiceNow

Import Set API

​Related Articles

ServiceNow integration: ServiceNow configuration

ServiceNow integration: Iru Endpoint configuration

About the ServiceNow Integration

How It Works

Setup Overview

High-Level Data Flow

ServiceNow Tables

Iru Endpoint Device Attributes

Table: `cmdb_ci_computer`

Table: `x_kandj_kandji_mdm`

Table: `cmdb_sam_sw_install`

Table: `samp_sw_usage`

Application Inventory

Considerations

Related Articles