SSL/TLS encryption on instances


Description

Protecting the security and privacy of our customers is among our top priorities, so ServiceNow utilizes SSL/TLS to encrypt communications for all customer instances. In order to continue to provide best-in-class protection, we are upgrading our SSL/TLS encryption.

We are making this change because SSL certificates signed with the SHA1 algorithm have been known for some time to contain security weaknesses that could lead to the unintentional disclosure of sensitive information if compromised. An industry-wide effort (led by Google, Microsoft, and others) is forcing the timeframe for sun-setting the use of this older technology.

In addition to the technical change, ServiceNow is leveraging this opportunity to increase the frequency at which we rotate SSL certificates. A shorter lifespan for SSL certificates reduces our exposure window and also gives us greater flexibility to deal with unforeseen security issues. Since so many recent headlines have featured exposures in the SSL protocol and the surrounding technologies (Heartbleed, POODLE, root CA compromises, unauthorized disclosures) ServiceNow views this as a necessary step in order to stay ahead of current and future threats.

Changes to SSL certifications

The following changes occur when we upgrade our SSL/TLS encryption:

Determining if your instance is affected by this change

All customers utilizing the ServiceNow web application use the new SSL certificate, but for the most part, this is a transparent change.

The only customers likely to require manual intervention are those who have integrations, caching or proxy servers that use a hard-coded ServiceNow SSL certificate.

Normal web browsers like Internet Explorer, Firefox, Chrome, or Safari are not affected.

Preparing for SSL certificate upgrade

Receiving Notifications About Changes to the Root CA

ServiceNow uses Entrust as our 3rd party Certificate Authority (CA). The *.service-now.com SHA-2 SSL certificate is anchored to the Entrust G2 Root that expires December 7, 2030. Entrust has indicated that there are no planned changes to the root hierarchy and if one does occur, ample notice will be provided before any changes are made that could impact the validity of the Root CA.

Obtaining Help for SSL Certificate Changes

If you believe there is a problem with the SSL certificate change, please contact ServiceNow Technical Support.

SSL Certificates

If you have determined that your instance is impacted by the SSL certificate change, use this certificate information to resolve any issues.

Root CA certificate post-October 2015

Subject: C=US, O=Entrust, Inc., OU=See www.entrust.net/legal-terms, OU=(c) 2009 Entrust, Inc. - for authorized use only, CN=Entrust Root Certification Authority - G2
Issuer: C=US, O=Entrust, Inc., OU=See www.entrust.net/legal-terms, OU=(c) 2009 Entrust, Inc. - for authorized use only, CN=Entrust Root Certification Authority - G

Root Certificate Authority - Entrust Root Certification Authority - G2

Subject: C=US, O=Entrust, Inc., OU=See www.entrust.net/legal-terms, OU=(c) 2009 Entrust, Inc. - for authorized use only, CN=Entrust Root Certification Authority - G2
Issuer: C=US, O=Entrust, Inc., OU=See www.entrust.net/legal-terms, OU=(c) 2009 Entrust, Inc. - for authorized use only, CN=Entrust Root Certification Authority - G2
Validity
  Not Before: Jul  7 17:25:54 2009 GMT
  Not After : Dec  7 17:55:54 2030 GMT
Serial Number: 1246989352 (0x4a538c28)
SHA1 Fingerprint=8C:F4:27:FD:79:0C:3A:D1:66:06:8D:E8:1E:57:EF:BB:93:22:72:D4
-----BEGIN CERTIFICATE-----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-----END CERTIFICATE-----

Note that the *.service-now.com SSL certificate and associated Entrust chain certificates are subject to change and not provided here. If you need more information, please contact ServiceNow Technical Support.