Case Study

ServiceNow Application for Managing Enterprise Browser Access Approval Requests

Scoped ServiceNow application to handle enterprise browser access approvals using native ServiceNow workflows and REST integration.

Business Challenge

• No native visibility of external access requests in ServiceNow
• Need to reuse existing Service Catalog approvals and roles rather than build a separate tool
• Secure, auditable, low-impact API integration required
• Clear lifecycle handling needed, including request expirations
• Solution also had to minimize stored data and meet ServiceNow security and performance standards

The objective was to:

• Build a scoped ServiceNow application to receive and manage external browser access requests
• Route requests through standard Service Catalog approval workflows
• Synchronize approval outcomes back to the customer’s platform via REST
• Meet ServiceNow Store certification requirements for security, performance, and documentation

Solution

Teiva Systems implemented a ServiceNow scoped application that introduces:

• A scripted REST API endpoint to receive approval requests from the customer’s browser platform
• A dedicated application menu and approval list for incoming requests
• A Service Catalog–based approval workflow using ServiceNow Flows
• Bidirectional REST communication to synchronize approval outcomes

Key capabilities include:

• Scripted REST API endpoint for receiving external access requests
• Dedicated application menu and approval list
• Service Catalog–based approval workflow using ServiceNow Flows
• Bidirectional REST sync of approval/denial outcomes and expirations
• Secure, encrypted handling of integration credentials
• Full test coverage for performance, load, and functional scenarios

Business Impact & Value

Operational Impact

• Centralized handling of external browser access requests in ServiceNow
• Consistent approval lifecycle aligned with ServiceNow best practices
• Low operational and performance impact due to small payloads and low request volume
• Reduced need to build or maintain custom approval UIs

End-User Impact

• Approvers work entirely inside ServiceNow, with no separate interface to learn
• Clear visibility into request status, expiration, and justification
• Consistent approval experience aligned with other IT service requests

Summary

Teiva Systems delivered a scoped ServiceNow application that routes external browser access requests through standard Service Catalog approval workflows, with approve/deny outcomes synchronized back to the customer’s platform via REST.

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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