VMware Carbon Black Cloud Apps for ServiceNow

Overview

ServiceNow is a platform that provides workflow automation for a variety of operational and management use cases primarily targeting IT and security teams.

Integrating telemetry and response actions from the Carbon Black Cloud into ServiceNow streamlines security processes by providing built-in endpoint context and response actions within a single pane of glass. With full incident management capabilities and long term record keeping, security teams leveraging the Carbon Black Cloud Apps for ServiceNow can streamline coordination within the SOC during incidents and reduce friction within their team.

Features:

Automated Ticket Creation and Lifecycle Management.
Ingest and manage Carbon Black Cloud alerts within ServiceNow.
Automatically ingest CBC alerts and other inputs into ServiceNow.
Populate ServiceNow tickets with data from Carbon Black Cloud.
Sync updates across both consoles when tasks are changed or completed.

Automate incident response actions within ServiceNow

Leverage built-in response actions to orchestrate endpoint remediation from within ServiceNow.
Perform core response actions, including quarantine endpoint, ban hash, get processes and kill process, from within ServiceNow.
Pivot directly into the CBC console for deeper investigations.

Depending on what features you have with ServiceNow, Carbon Black offers three main Integration apps:

ITSM App: When an alert occurs in Carbon Black Cloud, create a ticket in ServiceNow. The VMware Carbon Black Cloud integration with the ServiceNow IT service management (ITSM) module provides endpoint device context and metadata within tickets to streamline IT workflows and reduce manual data collection.
SecOps App: When an alert occurs in Carbon Black Cloud, create an incident in ServiceNow. The VMware Carbon Black Cloud integration with the ServiceNow SecOps module provides access to additional endpoint response actions, threat intelligence and metadata to contextualize and accelerate security investigations.
Vulnerability Response (VR) App: Periodically ingest Vulnerability information identified by Carbon Black Cloud, and the related Device metadata from Carbon Black Cloud into Service Now. The VR App can be used in addition to the SecOps or ITSM app, or stand alone.
All apps have a reliance on the Base App, which is used to integrate Carbon Black Cloud with ServiceNow and integrate relevant endpoint alerts and context directly into ServiceNow ticketing and incident workflows. The Base app is automatically installed when installing the ITSM app, SecOps app or Vulnerability Response App.

Requirements

Access to Carbon Black Cloud
ServiceNow
- SanDiego, Tokyo and Utah are the supported versions.
- ServiceNow ITSM or ServiceNow SecOps if you want to run the ITSM or SecOps apps
ServiceNow Plugins
- Domain Support - Domain Extensions Installer
- Vulnerability Response

Note: This app has not been reviewed for FedRAMP Compliance for use in the AWS GovCloud (US) environment. Please reach out to Carbon Black Cloud Support for further information.

Quick Links

Use Cases

Automate alert triage and ticket creation
Ticket enrichment with endpoint device context
Orchestrate and standardize incident response tasks
CMDB Enrichment with Endpoint Device Context
Create Vulnerability items and link them to items in the CMDB

Carbon Black Cloud Alert Ingestion

Control which alerts are brought into ServiceNow from Carbon Black Cloud using the Alerts API
Customize which alerts create incidents based on incident creation criteria and alert aggregation criteria.
Specify field mappings to populate ServiceNow Incidents with Carbon Black Cloud Alert metadata.
ServiceNow admins can control which SOAR actions are available for each user group.
Bi-directional syncing of alerts between systems, including notes.
SOAR Actions, across context, remediation, and orchestration use cases

Configure Alert ingestion

Multi-tenancy

Domain separation to configure ingestion and isolation of Alerts data from multiple Carbon Black Cloud organizations.

Streamlined ServiceNow ITSM Incident Creation and Lifecycle Management

Automated and manual ServiceNow ITSM Incident ticket creation based on Carbon Black Cloud Alerts.
Customizable field mappings between Carbon Black Cloud Alerts and ServiceNow ITSM Incident tickets.
Automated, bi-directional updates between Carbon Black Cloud and ServiceNow for alerts, updates, and dismissal.

Ingest Vulnerability Information

Ingest vulnerability information from Carbon Black Cloud

SOAR Capabilities

Built-in context and remediation actions for Security Orchestration, Automation, and Response (SOAR) workflows.
Automated logging and record keeping of incident response actions in ITSM Incident ticket work notes.
Control which SOAR actions are available for each user group.
Perform the following SOAR actions in ServiceNow:
- Search and Context
  - From Alert:
    - Search for Process Metadata
    - Search for Enriched Events
    - Get Binary Metadata From UBS
    - Download Binary from UBS
    - Search For Process Executions by Hash
  - From Alert or Device
    - Search for Running Processes
    - Get Endpoint Info including OS, sensor version and state and last check in time
    - Get File From Endpoint
- Remediation
  - From Alert:
    - Ban and Unban a Process Hash
    - Add (or remove) an IOC to (from) Feed
    - Ignore an IOC
    - Approve or Reject Policy Recommendations
    - Approve External USB Device
  - From Alert or Device
    - Delete File on Endpoint
    - Quarantine and Unquarantine Endpoint
    - Update Endpoint Policy
    - Kill a Process on an Endpoint
    - Enable and Disable Bypass on an Asset
    - Manage Registry Key Information
    - Get Directory Information
    - Submit Live Query Run
    - Execute a Custom Script
  - From Vulnerability
    - Get Vulnerable Endpoints
- Orchestration
  - From Alert
    - Dismiss Alerts
    - Add a Note to an Alert
    - Dismiss all Future Alerts

Note: SOAR Actions are available based on their availability in the sensors deployed and the permissions configured for the API credentials.

Release Notes - Current Versions

Prior to upgrading the apps we recommend deactivating all Configuration Profiles and verifing that no alerts are being ingested.

If profiles are not deactivated then ServiceNow will automatically stop the alert ingestion during the upgrade and restart once the upgrade is complete Manually stopping ingest is recommended to reduce the likelihood of issues occurring during the upgrade.

ITSM App Version 2.1.0

Updated to be compatible with ServiceNow Utah release

Fixes

The following issue no longer occurs: If Incident Creation Criteria are set and then you give a default value to Alert Aggregation, the condition given to Incident Creation will either vanish (if performed for the first time) or show the previous value as the value is not saved if you refresh the page using the “Apply Defaults” button.

SecOps App Version 2.1.0

Updated to be compatible with ServiceNow Utah release

Fixes

The following issue no longer occurs: If Incident Creation Criteria are set and then you give a default value to Alert Aggregation, the condition given to Incident Creation will either vanish (if performed for the first time) or show the previous value as the value is not saved if you refresh the page using the “Apply Defaults” button.

Vulnerability Response App Version 1.1.0

Updated to be compatible with ServiceNow Utah release

Base App Version 2.1.0

* Updated to be compatible with ServiceNow Utah release

Release Notes - Earlier Versions

ITSM App Version 2.0.0

Alert Ingestion via Data Forwarder
New SOAR actions
- Search and Context
  - From Alert:
    - Download Binary from UBS
    - Search For Process Executions by Hash
  - From Alert or Device
    - Get File From Endpoint
- Remediation
  - From Alert:
    - Ignore an IOC
    - Approve or Reject Policy Recommendations
    - Approve External USB Device
  - From Alert or Device
    - Enable and Disable Bypass on an Asset
    - Manage Registry Key Information
    - Get Directory Information
    - Submit Live Query Run
    - Execute a Custom Script
  - From Vulnerability
    - Get Vulnerable Endpoints
- Orchestration
  - From Alert
    - Add a Note to an Alert
    - Dismiss all Future Alerts
Existing SOAR actions now available from Device, as well as Alert
- Search and Context
  - Search for Running Processes
  - Get Endpoint Info including OS, sensor version and state and last check in time
- Remediation
  - Delete File on Endpoint
  - Quarantine and Unquarantine Endpoint
  - Update Endpoint Policy
  - Kill a Process on an Endpoint

SecOps App Version 2.0.0

Alert Ingestion via Data Forwarder
New SOAR actions
- Search and Context
  - From Alert:
    - Download Binary from UBS
    - Search For Process Executions by Hash
  - From Alert or Device
    - Get File From Endpoint
- Remediation
  - From Alert:
    - Ignore an IOC
    - Approve or Reject Policy Recommendations
    - Approve External USB Device
  - From Alert or Device
    - Enable and Disable Bypass on an Asset
    - Manage Registry Key Information
    - Get Directory Information
    - Submit Live Query Run
    - Execute a Custom Script
  - From Vulnerability
    - Get Vulnerable Endpoints
- Orchestration
  - From Alert
    - Add a Note to an Alert
    - Dismiss all Future Alerts
Existing SOAR actions now available from Device, as well as Alert
- Search and Context
  - Search for Running Processes
  - Get Endpoint Info including OS, sensor version and state and last check in time
- Remediation
  - Delete File on Endpoint
  - Quarantine and Unquarantine Endpoint
  - Update Endpoint Policy
  - Kill a Process on an Endpoint

Vulnerability Response App Version 1.0.0

Initial release * Ingest Vulnerability information from Carbon Black Cloud

Base App Version 2.0.0

Alert Ingestion via Data Forwarder
New SOAR actions
- Search and Context
  - From Alert:
    - Download Binary from UBS
    - Search For Process Executions by Hash
  - From Alert or Device
    - Get File From Endpoint
- Remediation
  - From Alert:
    - Ignore an IOC
    - Approve or Reject Policy Recommendations
    - Approve External USB Device
  - From Alert or Device
    - Enable and Disable Bypass on an Asset
    - Manage Registry Key Information
    - Get Directory Information
    - Submit Live Query Run
    - Execute a Custom Script
  - From Vulnerability
    - Get Vulnerable Endpoints
- Orchestration
  - From Alert
    - Add a Note to an Alert
    - Dismiss all Future Alerts
Existing SOAR actions now available from Device, as well as Alert
- Search and Context
  - Search for Running Processes
  - Get Endpoint Info including OS, sensor version and state and last check in time
- Remediation
  - Delete File on Endpoint
  - Quarantine and Unquarantine Endpoint
  - Update Endpoint Policy
  - Kill a Process on an Endpoint

ITSM App Version 1.0.0

New Features
V1.0.0 is the initial release. It includes configuration of
• Alert Ingestion via API
• Alert Filtering
• Incident Creation
• Field Mapping
• Scheduling

The following features are included:
• Bi-Directional sync
• Domain Separation

The following SOAR Actions are included.
• Get Process Metadata
• Get Enriched Events
• Get Running Processes
• Delete File on Endpoint
• Get Endpoint Information
• Get Binary Metadata (from UBS)
• Kill Process
• Quarantine Endpoint
• Unquarantine Endpoint
• Ban Process Hash
• Unban Process Hash
• Dismiss Alerts
• Update Endpoint Policy
• Add IOC to Feed
• Remove IOC from Feed
Note: SOAR Actions are available based on their availability in the sensors deployed and the permissions configured for the API credentials.

Bug Fixes
• None

Known Issues
• See Known Issues section of Troubleshooting

SecOps App Version 1.0.0

New Features
V1.0.0 is the initial release. It includes configuration of
• Alert Ingestion via API
• Alert Filtering
• Incident Creation
• Field Mapping
• Scheduling

The following features are included:
• Bi-Directional sync
• Domain Separation

The following SOAR Actions are included
• Get Process Metadata
• Get Enriched Events
• Get Running Processes
• Delete File on Endpoint
• Get Endpoint Information
• Get Binary Metadata (from UBS)
• Kill Process
• Quarantine Endpoint
• Unquarantine Endpoint
• Ban Process Hash
• Unban Process Hash
• Dismiss Alerts
• Update Endpoint Policy
• Add IOC to Feed
• Remove IOC from Feed
Note: SOAR Actions are available based on their availability in the sensors deployed and the permissions configured for the API credentials.

Bug Fixes
• None

Known Issues
• See Known Issues section of Troubleshooting

Base App Version 1.0.0

New Features
V1.0.0 is the initial release. It includes configuration of
• Alert Ingestion via API
• Alert Filtering
• Incident Creation
• Field Mapping
• Scheduling

The following features are included:
• Bi-Directional sync
• Domain Separation

The following SOAR Actions are included
• Get Process Metadata
• Get Enriched Events
• Get Running Processes
• Delete File on Endpoint
• Get Endpoint Information
• Get Binary Metadata (from UBS)
• Kill Process
• Quarantine Endpoint
• Unquarantine Endpoint
• Ban Process Hash
• Unban Process Hash
• Dismiss Alerts
• Update Endpoint Policy
• Add IOC to Feed
• Remove IOC from Feed
Note: SOAR Actions are available based on their availability in the sensors deployed and the permissions configured for the API credentials.

Bug Fixes
• None

Known Issues
• See Known Issues section of Troubleshooting

Support and Resources

Use the Developer Community Forum to discuss issues and get answers from other API developers in the Carbon Black Community.
Report bugs and change requests to Carbon Black Support.
View all API and integration offerings on the Developer Network along with reference documentation, video tutorials, and how-to guides.

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Last modified on July 24, 2023

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