ServiceNow
In short: ServiceNow separates agent invocation access from runtime permissions. Dynamic user is the default execution identity. A dedicated AI user keeps assigned roles across invokers. Zurich documentation describes role masking for dynamic users, but not AI users. Check your release and execution identity before relying on these controls.
What does ServiceNow already give you for agent identity?
- Invocation ACLs control access to agents, not their runtime capabilities. ServiceNow Zurich: ACLs, role masking and user identities, read 2026-11-03
- Dynamic user is the default execution identity. ServiceNow: Implement AI agent access control, read 2026-11-03
- Dynamic identity can come from a person, automated trigger, workflow or parent agent. ServiceNow: Implement AI agent access control, read 2026-11-03
- A dedicated AI user has consistent assigned roles regardless of invoker. ServiceNow: Implement AI agent access control, read 2026-11-03
- Zurich role masking intersects the invoking user's roles with the agent's permitted roles. ServiceNow Zurich: ACLs, role masking and user identities, read 2026-11-03
- Zurich AI-user execution applies all assigned AI-user roles without masking. ServiceNow Zurich: ACLs, role masking and user identities, read 2026-11-03
Where is the gap?
Invocation access does not govern every runtime action. Zurich documentation distinguishes role masking from AI-user execution; confirm your release before applying that distinction.
Which key results usually apply?
Which products fit?
| Product | Fits when |
|---|---|
| Okta for AI Agents | Most of your people sign in through Okta. |
| NewCore | You need a named person to approve risky agent actions before they run. |
| Cyera Identity | Auditors or regulators need evidence of why each agent action was allowed. |
Questions buyers ask
Do invocation ACLs limit runtime actions?
ServiceNow says invocation ACLs do not govern what an agent may do once running.
Does a dynamic user always mean a person?
No. ServiceNow includes automated triggers, workflows and parent agents among sources of dynamic identity.
Does Zurich mask AI-user roles?
No. Zurich documentation says AI-user execution enforces all assigned AI-user roles without masking.