ServiceNow for Federal Service Management

Principal workflows

• Request: Employees and contractors use one service portal to report a problem or ask for something, choosing from a catalog configured for the agency's services, including federal items such as PIV credential support and classified-network token requests.
• Fulfill: ServiceNow routes each request through the approvals and tasks the agency defined, so the service desk, the credentialing office and other fulfillment groups each see only their part.
• Operate: Moraph runs the instance as a managed service: monitoring platform health and integrations, triaging alerts, handling the agency's change requests, and keeping configuration aligned with the agreed baseline.
• Govern: The agency stays in control of policy and access. Moraph reports on service performance each month, supports access reviews, and keeps control documentation current for the agency's own authorization.

Who uses it

• Agency CIO offices replacing a legacy IT ticketing system
• Federal service desk managers and their contracted help desk teams
• Credentialing and identity offices that handle PIV and token requests
• Information system security officers who maintain the system's authorization
• Bureau IT leads who need a shared service portal across components

Reporting

• Open tickets and requests by age, bureau and group
• Time to resolve against the agency's own targets
• PIV and token requests by stage
• Changes requested, approved and released
• Platform alerts and cases raised with ServiceNow
• Access reviews and configuration baseline differences

Features

• Unified service portal: One place for employees and contractors to ask for help, find answers and follow their requests, configured with the agency's branding and services.
• Federal service catalog: Catalog items for common federal requests such as PIV PIN resets and certificate updates, replacement credentials, and classified-network token requests, each with the questions and approvals the agency sets.
• Incident management: ServiceNow tracks reported problems from first contact to resolution, with assignment, priority and escalation rules configured for the agency's support model.
• Request fulfillment: Multi-step requests are broken into tasks for each fulfillment group, so the service desk, credentialing office and field support each work their own step.
• PIV sign-in: Employees sign in with their PIV card through the agency's identity provider, so the portal follows the agency's existing credential policy.
• Knowledge base: Articles written and approved by the agency's support teams are shown in the portal and to agents as they work a ticket.
• Multi-bureau structure: Bureaus and components can share one portal while keeping their own queues, fulfillment groups and reporting.
• Legacy migration: Open tickets, users, groups and knowledge from the legacy system are mapped and moved, or closed out in the old system by agreement.
• Configuration baseline: Moraph keeps a documented baseline of the instance's configuration and checks the live instance against it.
• Managed change control: Agency requests for new catalog items, workflows or fields go through estimate, agency approval, testing and scheduled release.
• Control documentation: Moraph maps the agency-configured settings to NIST SP 800-53 controls and keeps the descriptions current to support the agency's authorization.
• Service reporting: Dashboards and a monthly service review show volumes, backlog, time to resolve and request types by bureau.

Integrations

• Agency identity provider: Users sign in through the agency's identity provider with PIV, and roles can follow its groups (SAML or OpenID Connect).
• Directory and HR data: User records, organization, supervisor and location from the agency directory or HR feed, so approvals and routing know who reports to whom.
• Credentialing system: Where the agency's credential management system offers an interface, request details can be passed to it and status returned; otherwise the credentialing office records the outcome in the task.
• Endpoint and asset tools: Hardware and software inventory from the agency's endpoint management tools, so agents see the device behind a ticket.
• Monitoring and alerting: Events from the agency's monitoring tools can create incidents automatically under rules the agency approves.
• Email and phone: Inbound email creates or updates tickets, and the agency's contact center platform can open tickets for calls.
• Legacy ticketing system: A one-time migration of open tickets, history the agency chooses to keep, users, groups and knowledge.
• Agency data warehouse: Ticket and request data exported to the agency's reporting environment for analysis alongside other IT data.

Deployment

• ServiceNow US government cloud: The instance runs in a ServiceNow US government cloud offering chosen with the agency, with Moraph operating it from the United States.
• Multi-bureau instance: One instance shared by several bureaus or components, each with its own queues, catalog items and reporting.
• Existing ServiceNow instance: Where the agency already licenses ServiceNow, Moraph can take over configuration and operation of that instance after an assessment.

Security and privacy

• PIV sign-in: Users sign in through the agency's identity provider with their PIV card, so the agency's credential and multi-factor policies apply.
• Role-based access: What each person can see and do follows their role and group; fulfillment groups see only the tasks routed to them.
• Cleared US-person support: Federal support tickets are handled only by Moraph staff who are US citizens with active clearances, and Moraph's access to the instance is logged.
• Encryption and keys: Data is encrypted using the ServiceNow platform's encryption, and Moraph staff cannot access agency data without explicit, time-bound authorization from the agency.
• Complete audit trail: Changes to tickets, configuration and access are logged with the person and time, and the logs are available to the agency's assessors.
• US-only hosting: The instance runs in a ServiceNow US government cloud offering selected with the agency, and Moraph's operations for it stay in the United States.

Limitations

• Moraph is not ServiceNow. ServiceNow's own service commitments, release schedule, roadmap and outages apply to the platform.
• Licences are subject to ServiceNow's terms, which Moraph cannot change.
• Moraph does not issue PIV credentials or classified-network tokens. Those actions remain with the agency's credentialing and issuing offices, which record their outcomes in the workflow.
• The instance is for unclassified information only. Classified details must not be entered in tickets; classified-network requests carry only the unclassified information needed to route them.
• Moraph does not grant or hold an authorization to operate for the agency. Moraph maps controls and provides evidence; the agency's authorizing official makes the risk decision.
• Moraph does not staff the agency's tier 1 service desk under this service unless that is contracted separately.
• Configuration changes follow the agreed change process; Moraph does not release changes the agency has not approved.
• Integrations depend on interfaces the agency's other systems provide. Where a system has no interface, the step is recorded manually.

Next steps

Book a demonstration or a technical briefing at www.moraph.com/solutions/servicenow-for-federal-service-management. Purchasing routes and company information: www.moraph.com/how-to-buy.