Help desk breaches often begin with a convincing phone call. Caller Verify 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.

Caller Verify 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.

- 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)