ServiceNow Governance, Risk, and Compliance (GRC) provides a comprehensive platform for issue management, which includes functionalities for identifying, tracking, and resolving organizational problems related to compliance and governance. Key features include centralized issue tracking, automated workflows, remediation tracking, and robust reporting and analytics. The process involves issue identification, prioritization, assignment, investigation, action planning, monitoring, and closure, tailored to meet organizational needs.

1. Issue Management with ServiceNow GRC
ServiceNow Governance, Risk, and Compliance (GRC) provides functionalities to manage issues
within an organization effectively. Issue management in ServiceNow GRC involves identifying,
tracking, and resolving various types of problems or concerns that may impact an organization's
compliance, governance, or overall operations.
Use ServiceNow GRC Issue Manager:
• Centralized Tracking: All issues are centralized within the ServiceNow platform,
allowing for a comprehensive view of the organization's risk and compliance
posture. Users can assign owners, set priorities, and establish due dates for issue
resolution.
• Automated Workflow: ServiceNow GRC provides workflow capabilities to
automate the process of issue resolution. It can route issues to the appropriate
stakeholders for investigation, evaluation, and resolution. Automated notifications
can keep stakeholders informed about the status of the issues.
• Reports and Analytics: The platform offers reporting and analytics features that
allow users to generate custom reports, track trends, and analyze data related to
issues. This information is valuable for identifying recurring problems, assessing the
effectiveness of controls, and making informed decisions to mitigate risks.
• Remediation Tracking: Users can track the progress of issue resolution, document
remediation activities, and verify that corrective actions have been implemented
effectively. This helps in closing the loop on issues and ensures that risks are
mitigated.
• Audit Trail and Documentation: ServiceNow GRC maintains an audit trail of all
actions taken on issues, providing transparency and supporting compliance
requirements. It also allows for documentation of the resolution process for future
reference and audit purposes.
Here are the steps typically involved in issue management within ServiceNow GRC:
• Issue Identification: Users can report issues related to compliance, risks, security
incidents, or other governance concerns through various channels, such as a centralized
portal, email, or direct input into the ServiceNow platform.
• Capture and Recording: Once an issue is reported, it is logged into the ServiceNow system.
Details such as the type of issue, severity, affected areas, and any other relevant information
are captured and recorded.
• Issue Prioritization: Issues are assessed and prioritized based on their impact and
urgency. ServiceNow GRC enables users to assign priority levels, which helps in
determining which issues need immediate attention.
• Assignment and Ownership: Issues are assigned to the relevant individuals or teams
responsible for addressing and resolving them. Assignees are accountable for managing and
resolving the problems within defined timelines.

2. • Investigation and Analysis: Upon assignment, teams investigate the reported issues to
understand their root causes, potential impact, and implications on compliance or risk
management. This step might involve collaboration between different departments or
stakeholders.
• Action Planning: Based on the investigation, action plans are devised to address the issues
effectively. These plans outline the steps required to resolve the problem, mitigate risk, or
ensure compliance.
• Monitoring and Tracking: Throughout the resolution process, ServiceNow GRC enables
continuous tracking and monitoring of issue statuses. This includes updates on progress,
any changes in severity or priority, and notes on actions taken.
• Resolution and Closure: Once the issue is resolved, verified, and validated, it is marked as
closed in the system. A detailed record of the resolution process is maintained for future
reference, including any lessons learned or best practices identified.
• Reporting and Analytics: ServiceNow GRC provides robust reporting and analytics
features, allowing users to generate reports on issue trends, resolution times, compliance
statuses, and other metrics. These insights help in making informed decisions and
improving processes.
ServiceNow GRC offers a comprehensive platform for managing issues related to governance, risk,
and compliance, streamlining workflows, fostering collaboration among teams, and ensuring
transparency throughout the issue resolution lifecycle. Organizations can tailor these steps to align
with their specific requirements and compliance frameworks.