Certificate outages don’t happen because teams don’t care — they happen because certificate management is fragmented. Requests live in email threads, renewals are tracked in spreadsheets, and expiration alerts arrive too late or not at all. As Google and the CA/Browser Forum drive certificate lifetimes toward 47 days, organizations running manual processes face an unmanageable renewal workload.

HID Account Certificate Manager brings the full certificate lifecycle — request, approval, renewal, revocation, and expiration monitoring — directly into ServiceNow. Unlike connectors that require a separately licensed CLM platform, ACM is backed by IdenTrust’s managed PKIaaS infrastructure. You get the ServiceNow-native workflow layer and a trusted CA backend in a single solution, with no additional platform to license or maintain.

Critically, ACM manages both publicly trusted certificates and internal private PKI — including native integration with Microsoft Active Directory Certificate Services (AD CS). Most organizations operate two disconnected certificate estates: public certs from a commercial CA, and internal certs issued through AD CS that are poorly monitored and often the source of silent outages. ACM unifies both worlds, extending visibility to non-Windows environments including Linux systems, network infrastructure, IoT devices, and cloud workloads. For the first time, security and operations teams get a single ServiceNow-native view of their entire certificate estate — public and private, Microsoft and non-Microsoft.

Service Portal workflows support both manual approval-based and automated certificate operations. Certificates are inventoried in the CMDB CI Certificate table, expiry notifications fire at 30, 7, and 1 day before expiration, and incidents are automatically created for imminent expirations. Domain separation support ensures secure data segregation at enterprise scale.