Tutorial: Configure ServiceNow for automatic user provisioning with Azure Active Directory

The objective of this tutorial is to show you the steps you need to perform in ServiceNow and Azure AD to automatically provision and de-provision user accounts from Azure AD to ServiceNow.


This tutorial describes a connector built on top of the Azure AD User Provisioning Service. For important details on what this service does, how it works, and frequently asked questions, see Automate user provisioning and deprovisioning to SaaS applications with Azure Active Directory.


To configure Azure AD integration with ServiceNow, you need the following items:

  • An Azure AD subscription
  • For ServiceNow, an instance or tenant of ServiceNow, Calgary version or higher
  • For ServiceNow Express, an instance of ServiceNow Express, Helsinki version or higher


To test the steps in this tutorial, we do not recommend using a production environment.

To test the steps in this tutorial, you should follow these recommendations:

  • Do not use your production environment, unless it is necessary.
  • If you don't have an Azure AD trial environment, you can get a free account.

Assigning users to ServiceNow

Azure Active Directory uses a concept called "assignments" to determine which users should receive access to selected apps. In the context of automatic user account provisioning, only the users and groups that have been "assigned" to an application in Azure AD is synchronized.

Before configuring and enabling the provisioning service, you need to decide what users and/or groups in Azure AD represent the users who need access to your ServiceNow app. Once decided, you can assign these users to your ServiceNow app by following the instructions here: Assign a user or group to an enterprise app


  • It is recommended that a single Azure AD user is assigned to ServiceNow to test the provisioning configuration. Additional users and/or groups may be assigned later.
  • When assigning a user to ServiceNow, you must select a valid user role. The "Default Access" role does not work for provisioning.
  • For more information on how to create and configure roles in Azure AD, please refer this link

Enable automated user provisioning

This section guides you through connecting your Azure AD to ServiceNow's user account provisioning API, and configuring the provisioning service to create, update, and disable assigned user accounts in ServiceNow based on user and group assignment in Azure AD.


You may also choose to enabled SAML-based Single Sign-On for ServiceNow, following the instructions provided in Azure portal. Single sign-on can be configured independently of automatic provisioning, though these two features compliment each other.

Configure automatic user account provisioning

  1. In the Azure portal, browse to the Azure Active Directory > Enterprise Apps > All applications section.

  2. If you have already configured ServiceNow for single sign-on, search for your instance of ServiceNow using the search field. Otherwise, select Add and search for ServiceNow in the application gallery. Select ServiceNow from the search results, and add it to your list of applications.

  3. Select your instance of ServiceNow, then select the Provisioning tab.

  4. Set the Provisioning Mode to Automatic.


  5. Under the Admin Credentials section, perform the following steps:

    a. In the ServiceNow Instance Name textbox, type the ServiceNow instance name.

    b. In the ServiceNow Admin User Name textbox, type the user name of an administrator.

    c. In the ServiceNow Admin Password textbox, the administrator's password.

  6. In the Azure portal, click Test Connection to ensure Azure AD can connect to your ServiceNow app. If the connection fails, ensure your ServiceNow account has Team Admin permissions and try the "Admin Credentials" step again.

  7. Enter the email address of a person or group who should receive provisioning error notifications in the Notification Email field, and check the checkbox.

  8. Click Save.

  9. Under the Mappings section, select Synchronize Azure Active Directory Users to ServiceNow.

  10. In the Attribute Mappings section, review the user attributes that are synchronized from Azure AD to ServiceNow. The attributes selected as Matching properties are used to match the user accounts in ServiceNow for update operations. Select the Save button to commit any changes.

  11. To enable the Azure AD provisioning service for ServiceNow, change the Provisioning Status to On in the Settings section

  12. Click Save.

It starts the initial synchronization of any users and/or groups assigned to ServiceNow in the Users and Groups section. The initial sync takes longer to perform than subsequent syncs, which occur approximately every 40 minutes as long as the service is running. You can use the Synchronization Details section to monitor progress and follow links to provisioning activity logs, which describe all actions performed by the provisioning service on your ServiceNow app.

For more information on how to read the Azure AD provisioning logs, see Reporting on automatic user account provisioning.

Additional resources