Help desk breaches often begin with a convincing phone call. CallerVerify 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.
CallerVerify 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.
CallerVerify (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).