Case Study

Connector spoke for Physical Access Security System

Application provides API connection spokes for core PACS operations (Identity management, Access Cards and Access Levels management)

Business Challenge

• Implement integration spokes between ServiceNow and a PIAM system to enable core PACS services
• Automate identity lifecycle management — create, update, and deactivate identities across physical security systems
• Enable access rights provisioning — grant and revoke facility permissions based on roles and approval flows
• Support credential management — issue and manage physical credentials tied to verified identities
• Ensure real-time synchronization of identity and access data between ServiceNow and the PIAM system

The objective was to:

Implement set of integration spokes from Servicenow to PIAM system, that would allow to perform core PACS services of Identity management.

Solution

• Built ServiceNow integration spokes connecting directly to the PIAM system via API for seamless data exchange
• Automated identity workflows — predefined data sets for each PACS service eliminate manual input and reduce errors
• Enabled core PACS operations from within ServiceNow: create, update, and disable/delete identities, access cards, and access levels
• Streamlined request fulfillment — access requests are automatically submitted and transitioned to the PIAM system without user intervention

Key capabilities include:

• Full lifecycle management of Identities, Access Cards, and Access Levels within the PIAM system
• Supports all core record operations: create, update, disable, and delete
• Enables end-to-end physical access control directly from ServiceNow workflows
• Ensures consistent, auditable management of physical access entitlements across the organization

Business Impact & Value

Operational Impact

• Eliminated system switching — core PACS operations handled entirely within ServiceNow
• Reduced manual effort — automated workflows replace manual access management processes
• Minimized human error — predefined data templates ensure accuracy and consistency
• Faster provisioning — access requests submitted and fulfilled automatically, without manual intervention

End-User Impact

• No manual PIAM login required — users submit and manage access requests entirely within ServiceNow
• Simplified request process — all required information is predefined, reducing complexity for end users
• Faster access fulfillment — requests are automatically transitioned to the PIAM system in real time
• Better visibility — users can track access request status directly within ServiceNow workflows

Summary

Teiva Systems developed a set of ServiceNow integration spokes enabling customers to submit and fulfill physical access requests within their existing workflows. The solution leverages predefined data templates populated with core identity information pulled directly from the PACS system.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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