Automating the Last Mile of Physical Access on ServiceNow

Picture this. An employee just got promoted. Their manager approves the role change in ServiceNow — the same platform that handles everything from IT requests to HR workflows. The approval takes seconds.

Three days later, the employee still can’t get into the lab.

Nobody forgot. Nobody dropped the ball. The approval was real. But somewhere between ServiceNow and the physical access control system, the process broke down — because those two systems don’t talk to each other. Someone had to manually log in, find the right access group, and provision the badge. And in a busy security operations team, that task gets queued.

The RightCrowd Spoke for ServiceNow closes that gap.

ServiceNow has become the operating system for enterprise identity and access. Digital workflows, approvals, and governance all live in one platform. But physical security has always been the exception.

Physical access control systems sit outside the ServiceNow ecosystem. Provisioning a badge, updating permissions, revoking access — all of it requires someone to manually log into a separate system and execute the change. In organisations with multiple sites and multiple PACS, that means multiple administrators, multiple systems, and multiple opportunities for delay or error.

The RightCrowd Spoke acts as the bridge. When a request is approved in ServiceNow — whether it’s a new employee, a role change, or an access revocation — the Spoke automatically executes that action in the PACS. No manual handoff. No delay. The access change happens the moment the approval does.

The promotion scenario above now looks like this:

• Manager approves role change in ServiceNow
• Email goes to the badging administrator
• Administrator logs into the PACS
• Access gets provisioned — if it doesn’t get lost in the queue
• Employee follows up two days later asking why they can’t get in

• Manager approves role change in ServiceNow
• The Spoke automatically provisions access in the PACS
• Employee gets a notification when their badge is ready
• The whole process takes minutes

The same automation applies to terminations, contractor onboarding, visitor management, and any other scenario where physical access needs to stay in sync with workforce changes.

For organisations with multiple sites and multiple PACS, the Spoke routes access changes to the right system in the right location — from a single ServiceNow interface. No matter how complex the environment, the process stays the same.

The Spoke does more than automate badge changes. It brings physical identity data — badge holders, contractors, vendors, and anyone else who has physical access but may not exist in traditional HR or IAM systems — into the ServiceNow data fabric.

For the first time, organisations get real-time visibility into physical access events directly within ServiceNow. Badge activity, access anomalies, and audit evidence all flow into the platform alongside digital identity data. Security and IT teams see the complete picture of who has access across their facilities — without switching between systems.

This matters for compliance. Frameworks like CMMC, NIST, and ISO require continuous evidence of access governance. The Spoke makes that evidence automatic — not a scramble at audit time.

The RightCrowd Spoke was built in partnership with Bearing, a purpose-built ServiceNow reseller specialising in enterprise physical security workflows. Bearing orchestrates video, incident management, and security workflows within ServiceNow’s unified employee experience. RightCrowd provides the physical access execution layer, with deep PACS integrations built over more than 20 years of delivering PIAM solutions to some of the world’s largest organisations.

ServiceNow orchestrates. Bearing automates the workflow. RightCrowd executes at the PACS. Three platforms, one seamless process.

After two decades delivering physical identity and access management to enterprise organisations, we’ve learned one thing consistently: the biggest barrier to good security isn’t technology. It’s integration.

Organisations can’t rip and replace their physical security infrastructure. They need solutions that work within the environment they already have. The RightCrowd Spoke was built for exactly that — it works with your existing PACS, connects to ServiceNow workflows you already run, and eliminates the manual steps that have always been the weakest link in the chain.

The last mile has always been the hardest part. Today it’s automated.

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