Help desk breaches often begin with a convincing phone call. Caller Verify helps Service Desk and ITSM teams prevent social engineering by verifying callers using strong multi-factor authentication (MFA) delivered through existing identity providers – before agents perform sensitive actions. This replaces weak knowledge-based authentication (KBA) with modern verification methods designed to reduce account takeover risk.
Caller Verify enables policy-based enforcement, so you can require verification only when it matters most – such as password resets, account recovery, access changes, VIP users, or after-hours requests. Every verification attempt is captured with detailed audit logging, helping you meet compliance expectations and support investigations with clear evidence of who was verified and when.
Caller Verify (Core + Incident) in one solution: Use Core capabilities to enforce caller verification across ITSM scenarios, and extend coverage into incident processes so identity verification remains consistent throughout the lifecycle of service interactions.
Ideal for: IT Service Desk teams, ITSM operations, security teams, and compliance stakeholders who need phishing-resistant caller verification, faster decision confidence for agents, and reliable audit trails.
- Strong MFA caller verification using existing identity providers (no new authentication stack to manage)
- Configurable enforcement rules to require verification for high-risk scenarios and sensitive actions
- Comprehensive verification logging for compliance, reporting, and investigations
- Enforce caller verification using ServiceNow business rules (by request type, user group, risk criteria, time of day, or process context)
- Incident process coverage to extend caller verification directly into incident records
Initial release
ServiceNow ITSM and Incident modules
Other Requirements:A valid Caller Verify subscription. A pre-configured IDP (Okta or Entra ID).