Security Contacts in Now Support (HI)

The security contact field enables the ServiceNow Security Office (SSO) to directly communicate with customer security personnel on security-related issues. Specifically, security contacts are critical for the communication of security alerts and security events (for example, breach notification, etc.), and threat intelligence information that could impact customer data.

Please ensure this contact information is always kept up to date.

Who is an ideal security contact?

The Security Contact must meet the criteria below and cannot be the same as the Customer Admin in NOW Support (HI).

ServiceNow recommends that the named security contacts:

• Are authorized by their organization to discuss security-related information/events
• Have the ability to quickly reach out to business owners/leadership as required
• Have a familiarity and understanding of the ServiceNow service, and how their organization is utilizing ServiceNow
• Are aware of the types of data (and associated security concerns) hosted in their ServiceNow instance
• Are willing to accept security-related email and phone calls from ServiceNow’s security team

ServiceNow recommends that customers add multiple security contacts to the field to ensure adequate coverage across all time zones.  

In addition, we recommend that an incident response/SOC distribution list is also included to ensure that urgent communications are always received without undue delay.

Please note that customer representatives contacting ServiceNow Technical Support directly need to already be listed within the customer's NOW Support Service Portal account as identified within this KB.

How to add security and key contacts to your account

1. Navigate to the Now Support portal.
2. Select Manage account and users (User Management tool) under your profile menu.
   * The profile menu is located in the top right of the screen with your initials or image.
3. Select View all users in the Now Support tile. The Users List displays.
4. Select Account contacts.
5. On the flyout, click Expand All to open the Account Key Contact drop-down fields.
6. Add, Replace, and/or Remove users of the Primary Customer Admin, Primary & Secondary Business Contacts, Primary & Secondary Support Contacts, Primary & Secondary Technical Contacts, and Security contacts.
   
   
   
   7. After making the required updates, click Save

For more information on Company Key Contacts and Notification List Overview on NOW Support, view KB0547262.

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