1Kosmos adds identity checks to ServiceNow AI workflows

1Kosmos has launched an integration with the ServiceNow AI Platform that embeds step-up identity verification into ServiceNow workflows used by IT service desks and other internal teams handling sensitive requests.

Listed in the ServiceNow Store, the integration targets high-risk interactions such as password resets, account recovery, onboarding, and privileged change requests. These processes often rely on knowledge-based questions or manual checks, which attackers can bypass through social engineering.

Help desks sit on the front line of identity assurance for many organisations. Attackers increasingly target service agents because a single successful impersonation can unlock credentials, change authentication factors, or trigger account-recovery paths. This can lead to account takeover and broader compromise, particularly when the affected account has elevated permissions.

The connector places identity checks inside standard ServiceNow workflows. Agents can trigger verification during an interaction, or workflows can enforce it automatically based on risk or request type. This keeps verification in the same tool agents already use for incidents and requests.

Service desk focus

Service desk procedures have come under scrutiny as generative AI makes impersonation easier and cheaper. Voice cloning and synthetic identity content can make a caller or chat user sound convincing. Many organisations have tightened policy, but some still depend on static questions or one-time passcodes. These methods can fail when attackers obtain personal information, intercept messages, or persuade staff to override steps.

1Kosmos positions the ServiceNow integration as an alternative that reduces reliance on knowledge-based checks and passcodes. It says verification can occur at the "point of risk", such as when a user requests a change that affects access, identity data, or security posture.

"Organisations shouldn't have to choose between security and productivity at the service desk," said Huzefa Olia, COO, 1Kosmos. "By embedding high-assurance identity verification directly into ServiceNow workflows, customers can stop social engineering threats at the point of attack while preserving the speed and efficiency their teams depend on."

How it works

The 1Kosmos platform combines identity document checks, biometric authentication, and cryptographic validation. It uses a one-time proofing step followed by re-verification for later high-risk events, the company said. The approach fits service desk workflows where users may need to confirm identity repeatedly over time without repeated onboarding.

The integration supports both workforce and contractor scenarios. A service agent can initiate verification during a call or chat, and workflows can apply verification rules to specific ticket categories or changes, such as privileged access requests or payroll-related updates.

The integration supports use cases across service desks and broader enterprise service management, including onboarding and contractor access, HR and finance requests, privileged change control, and high-risk password resets.

Onboarding and contractor access sit at the start of the identity lifecycle, creating a basis for later re-verification when users request access changes or need account recovery. HR and finance requests can include changes to personal data and payment details, frequent targets for fraud. Privileged change control governs configuration and access approvals. Password resets and account recovery remain among the most common social engineering entry points.

Channel and positioning

1Kosmos said it is a ServiceNow Build Partner and that the integration delivers identity verification natively within the ServiceNow AI Platform. It positioned the product as a way to strengthen checks without forcing agents to switch tools, and highlighted response-time pressure that can affect whether staff consistently follow security steps during busy periods.

ServiceNow is a central workflow platform for many large organisations, particularly in IT service management. Integrations that work within the same interface can reduce training needs, increase adoption by embedding steps in existing processes, and make it easier for policy teams to standardise controls across request types.

The integration is available immediately through the ServiceNow Store.

1Kosmos said its platform is used for remote identity verification and passwordless multi-factor authentication, and that it conducts millions of authentications daily for customers including banks, telecommunications providers, technology and service providers, healthcare organisations, and retailers.