Identity Impersonation Detection White Paper Read Now
When a caller asks your help desk to reset MFA or a password, your agent triggers an identity check from the ServiceNow ticket and reads the verdict in the work notes. Scattered Spider and voice-clone callers do not get past it. Your agents do not change tools.
ServiceNow runs the help desk workflow well. What it cannot do is prove the human on the phone is who they claim to be. Most account takeovers never break authentication, they talk an agent into resetting it. That conversation is where ATO Protect goes to work.
An attacker with a name, an employee ID, and a cloned voice asks for a reset. Knowledge-based questions and "does this sound right?" were never built to stop that.
ATO Protect moves the proof to the employee's enrolled device. The caller cannot spoof it by controlling the audio, so a convincing voice stops being enough.
The whole exchange happens where the agent already is. No second console, no copy-pasting between systems.
A caller requests an MFA reset, a password reset, or account access. A ticket is open.
From the ticket, the agent sends an identity check to the employee's enrolled device on file.
The enrolled employee approves with device-bound biometrics. Knowing the answers is no longer enough.
Verified or not lands in the ticket's work notes. The agent has a clear, logged basis to act.
The same identity check applies wherever an agent is about to grant access on someone's word.
You are not rebuilding anything in ServiceNow. You add an identity check to a process your agents already run. Developers keep full control of where the verification data goes.
No changes to your systems, just your process. Connect, grant the integration write access to work notes, and you are running.
Developers control how agents invoke ATO Protect and where the result is written, so you can cut average handle time with the data you actually need.
The check confirms identity without parking sensitive personal data in your ticketing system. Your security team gets verification without new exposure.
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