Integrated Risk Management (Enterprise Risk) & Operational Resiliency IT & Corporate Compliance Environmental, Social & Governance

IT & Corporate Compliance Environmental, Social & Governance (ESG)

Platform Engagement Architecture - ESG Management Reporting
Reputational - Risk Library - Business Impact Analysis - Scenario Analysis - Regulations, Standards, Frameworks Metrics
Version: 5.0 Regulatory Risk IT Risk Operational Risk Strategic Risk Project Risk Cyber Risk - Risk Identification - Plan Documentation - Metrics and Risk Heatmap Governance Regulations Policies Material Topics Goals & Targets - Environmental, Social & Governance material Issues
Risk - Policies & Procedures Definition - Process mining & Data Integrity
Release: Tokyo - Risk Assessments - Events & Recovery - Devops Compliance - Internal & External Compliance
- Impact Ratings - Calculated Formula-based Metrics and unit conversion
Updated: September 2022 - Risk Review & Monitoring - Control Testing & Monitoring - Targets and Disclosures
Owner: Tolga Tutel, ServiceNow Disaster Crisis Business Sustainability - Risk Events - Loss Scenarios - Exception & Evidence Management Reporting Regulatory - Carbon accounting capability
Data Integrity Impact Analysis Plans & Exercise - Risk Reporting, Analytics & - Mass Notifications Controls Attestations Acknowledgement Disclosures
tolga.tutel@servicenow.com Recovery Management Continuity Risk Insights - Reporting
- Reporting, Analytics & Insights Standards Requirements - Spreadsheet-style data entry user experience

Requesters Engagement Layer Assignment Fulfillment Integration, Orchestration and Automation Layer Systems of Record

Customer Service Management

All Industries Public Sector Automation Engine B2B Marketing Automation Digital Experience Mgmt.
Call Center Solutions Front Office: 1st layer of engagement for customers (e.g. Adobe) (e.g. Adobe, Acquia, Episerver)
(e.g. Genesys, NICE, 3CLogic) Middle Office/Back Office: company-external customer facing services and functions, built using CASE TYPES (extending the "case" table)
Customers Citizen Customer Relationshipo Mgmt. Digital Commerce
Case Management, Standard Requests and Industry Workflows Extensions App Engine Powered Integration Hub RPA Hub Document Automation (e.g. Salesforce, Microsoft, Zen.) (e.g. Salesforce, Adobe, SAP)
Consumers Gov. Agency Intelligence Center
Customer Service Portal Customer - Product Cases Custom Case Types, Workflows Automates
Customizable Customer Connect systems Connect to any Central repository to
Subsidiaries Capabilities Service - Complaint Cases and Playbooks with APIs system with a UI extraction of manage all
Energy & Utilities Service Portal - Customer Onboarding Cases
Management 175+ Spokes Integrates with 3rd structured and automations Access Management
Identity Governance & Admin.
Agency 4000+ actions party RPAs as well semi-structured intelligently. (e.g. Microsoft, Okta, Ping)
(e.g. Clear Skye, SailPoint,
Service Catalog plus Templates 3500+ components, documents (OCR) OneIdentity)
- Payment Operations - Client Lifecycle Operations
Reseller Institutional Customer templates and rules without code using
Healthcare Portal - Card Operations - Treasury Operations AI/ML
KB (Patient Portal) - Loan Operations B2B - Complaint Management
Suppliers/Vendors Retail Customer Examples Oversee Procure-to-Pay
- Loan Operations B2C - Dispute / Fraud Operations - Customer Relationship Data Ingestion & - Call Center Integration & Orchestration (CTI)

- Deposit Operations - Business Lifecycle Operations - Marketplace Apps Orchestration (CRM) - Call Center Virtualization (Amazon Connect) performance and (e.g. Coupa, SAP)
Partner Agency Financial - Customer Sentiment Ingestion & - Asset Management Integration KPIs of existing
Cloud Core Financial Mgmt.
Services - Document Operations - Claims Management Action (Voice of Customer) - Remote Support Integration Suites and Cloud ERP
Communities automations and
- Fraud Management - Enterprise Portal Integration - Augmented Reality Integration (e.g. Oracle, Microsoft, SAP)
Customer Manager Student Portal Manual Assignment Operations
- Editorial Services
- B2B/B2B2C Bonding - Configure, Price & Quote Integration jobs across multiple Configure, Price & Quote Suites
Banking Customer Service Desk - Insurance Policy Operations - Claims P&C Technology
vendors in one (e.g. Salesforce, SAP, Oracle)
- Documentations and dashboard.
Reseller - Servicing for P&C - Document Operations Healthcare and Life Sciences
Manuals Publications Orchestration - Electronic Medical Records (EMR) Integration & Orchestration
Virtual Agent Chat - Complaint Mgmt. P&C - Underwriting Operations - Electronic Health Records (EHR) Integration & Orchestration Identification on
Supply Chain - Publishing Workspaces and Automation Talent Mgmt. & Acquisition HCM
Institutional Customer Agency Portal - Complaint Management Life new automation
Walkup - Disruption Analysis Apps Financial Services, Banking
- Digital identity verification (KYC/customer onboarding)
candidates (e.g. Workday, Successfactors) (e.g. Workday, Oracle, SAP)
Phone - Payment Processing - Complaints retrieval from CFPB database
Retail Customer Surveys and - Order Management for Telco - Telco Network - PCI Point-to-Point Encryption (P2PE) for Payment Terminal Management Automation
Manufacturing Automation - Financial Account Details Lookup
Payroll Learning Mgmt Systems
Assessments - ServiceBridge Inventory Candidates can be
Agency (Supply Chain) ML-powered Telco, Media - Advisory services for - Financial Transactions Lookup
requested
(e.g. ADP) (e.g. Cornerstone, Sumtotal, Saba)
- Telecommunications Assurance custom tariffs Technology Orchestration
Partner Portal Assignment and
- Network Performance Management - Finance Processes IT Service Management Software Asset Mgmt.
Customer Manager Supplier Interaction Management Technology - Teams Collaboration - Usage Ingestion & Tracking
Reporting on
Publications - Product Catalog Advanced (Consiliation, etc.) - Call Center Orchestration - Billing Data Ingestion & Tracking
Business Goals,
External Storage
- Product Inventory Advanced - Major Incident Multichannel Alarming - Software Discovery & Entitlements KPIs, Value over
Fonds Manager Logistics - Store Openings and - Change Automation Ingestion time (Predictive
(e.g. Box, Google Drive, OneDrive)
Public Sector Portal Promotions Management - Remote Support - Software Models & Pricing Normalization Intelligence)
Wealth Manager Production/Manufacturing Appointments (Citizen Portal) - Patient360 - Consent Management - Invoice exceptions/approvals - Remote Software Deployment & License
Healthcare Visibility Optimization.
- Digital Documentation - Patient Support Services - Refund approvals - IT Configuration Item Ingestion - Mobile Subscription Management
Customer Intent Channel and Life (Data Centers & Cloud) Application Security Testing Security Service Edge
- Capture Vaccine Details - Vaccine Administration - Industry applications - OT/Factory Configuration Item Ingestion Hardware Asset Mgmt.
Advanced Work Sciences (e.g. Veracode, Rapid7) (e.g. Zscaler, Netskope, McAfee)
Telco, Media and Technology - COVID Self-Reporting - EMR Support Services (where no oob product avail.) - Asset Ingestion - Billing Data Ingestion & Tracking
- Technology Service Maps Ingestion - Hardware Assets Discovery & Ingestion
Reseller Walk-up Experience Assignment - etc. - Hardware Models & Pricing
Health Normalization Vulnerability Mgmt. & Security Information & Event
- Constituent Services Configuration Compliance Mgmt.
I want to request an app Public Sector - Event Ingestion - Mobile Device Management
Consumer - Government Case Type - Log Ingestion (e.g. Tenable, Qualys, Rapid7) (e.g. IBM, Splunk, LogRhythm)
Education - Trace Ingestion
- Metrics Ingestion
Agency I want to submit an idea - Energy and Utilities DLP Endpoint Remediation Patch Orchestration
Emerging Optimization

Reseller Students Browser Industries

- Manufacturing - Cloud Orchestration (e.g. Netskope, Proofpoint) (e.g. MS SCCM, HCL BigFix)
- Automotive
I want to report an issue Enterprise - Core HR Data Ingestions & Orchestration
Partner Teachers Websites Close Collaboration - Teams Collaborations
- Teams Portal Enterprise Archtiecture Mgmt.
I want to request sth Social Media ServiceNow / Non-ServiceNow UIs between customer-service - Background Checks Requisitions
(e.g. Bizzdesign, LeanIX, Ins-Pi) Application Performance
- Electronic Signature Requisitions
Healthcare and Life Sciences and G&A business units - Applications Provisioning Monitoring & Observability
Transportation (Portals, Mobile UIs, etc.) General & Administration (pure internal requesters) - Learning Tasks Ingestion (e.g. DataDog, Dynatrace, New
I want to request help OUT OF BOX APPS - Employee Campaigns Orchestration Cloud Infrastructure Relic)
- Tax Withholding Actions (e.g. AWS, Azure, GCP)
Engagement Messenger - Automated Translations
Patient Consumer Cases / Tickets / Standard Requests and App Engine Powered Extensions and Standalone Apps - Embedded Application Virtual Agents
I want to check status
Endpoint Protection Agile Planning
Processes
Healthcare Agent Drivers/Pilots Security Incident Response Vulnerability Response (e.g. Crowdstrike, Microsoft, Trend (e.g. Atlassian, Digital.ai,
I want to inform myself Mobile App Incidents, Problem, Change, Request Mgt. Custom Workflows and
- Security Incident Ingestions
- Threat Lookups
- Vulnerability Ingestions
- Vulnerability Enrichments
Micro) Broadcom)
Clinician IT - Disruption Analysis Apps - Observables Enrichment - Configuration Compliance Ingestions
Airlines and Airports Major Incident Mgt. Playbooks Technology - Security Incidents Enrichment - Solution Intelligence Ingestions
- Data Distribution Services - Sightings Search - Submit to Malware Sandbox Actions
Practicioner I want to buy a good Orchestration
Reseller - Master Data Management - Response Actions - Patch Orchestration Unified Communications as a Analytics & Business
Security Security Incidents, Vulnerability Response, Custom Workflows and - Patch Automation and Automation - Major Incident Multichannel Notifications - Cloud Security Integrations Service Intelligence
Nurse Threat Intelligence, Cloud Security, End user (e.g. Microsoft, Cisco, Zoom) (e.g. Microsoft, Tableau, Qlik)
Agency I want to buy a service Operations Playbooks
security, Data Loss Prevention Response - SAP and Oracle
- Ariba and Coupa Content Services Contract Lifecycle & e-Signature
Hospitality and Event I want to request sth on Phone HR CoEs: - Digital IDs, - Supplier Intelligence (Background Information (Craft) (e.g. OneDrive, Box, OpenText) (e.g. DocuSign, AdobeSign)
Insurance Employee Center - Supplier News & Articles Ingestion
behalf of a customer - Benefits Cases Custom CoEs - Baby Books - Supplier Intelligence Ingestion
Capabilities Tasks to - Certificates
- Compensation Cases Contact Center as a Service Development and Deployment
Employee View Universal Tasking - Contractor Management
Guests Insured (Consumer) Employees - Corporate Communications Cases - GRC Authority Documents, Citations, Controls, & Policy Statements Ingestion
(e.g. Genesys, NICE) (e.g. Jira, Git, Eclipse, Jenkins)
I want to certify myself Service Catalog - Employee Relations Cases - Effective Endpoint Compliance Risk Monitoring
App Studio Templates: - Automated Endpoint Compliance Remediation
VIPs Agency Sign documents - Ethics Cases - Team Contacts App - Vendor/Third Party Risk Intelligence Ingestion
Provide more information - Global Mobility Cases - Emergency Alert App - Regulatory Intelligence Ingestion
I want to download things - Quantitative (e.g. Financial) Cyber Risk Intelligence Integration
Visitors Reseller KB Watch/Read/Do sth. - Investigations Cases - Time Off Request App - Climate Program Data Feed Ingestion Data and Process
Virtual Agent HR - Payroll Cases - Performance Appraisal Exchange External Network
Volunteers Manager Hub Standard Requests
Chat (Hire-to- - Performance Cases App - Story Ingestion and Orchestration
(eBonding)
Armed Forces I want to raise a
and clear assignment - Talent Management Cases - Information Portfolio/Objects Ingestion Business Service Suppliers and Vendors Regulators
Agency MS Teams Shopping Hub Retire)
- Total Rewards Cases
- Capability Portfolio Ingestion
- Business Application Ingestion Outsourcers
product/service complaint
Slack - Workforce Administration Cases
- Finance Data Ingestion and Orchestration
- Automated Test Orchestration
Reseller Armed Forces (Soldiers) SMS - HR IT Operations Cases
I want to subscribe to Communities Universal Request Enterprise Search & Knowledge Mgmt. Artificial Intelligence
Unarmed Forces services if not clear where to go - Data Indexing - Natural Language Understanding
New Hire View Lifecycle Events: - Documents Ingestion Integration Technology Orchestration
- Enterprise On- and Offboarding - ServiceNow-ServiceNowEbonding - Conversational Integrations (BOT-BOT) Business Applications
Agency - Computer Telephony Orchestration Translation Service Integration
- Employee Journey Designer - Endpoint Orchestration (P)
I want to schedule onsite Virtual Agent - Promotions, Reskilling, Relocations - Partner Ebonding (P)
Traces
Ingest Data
support
Email - Workplace Case Management - Inventories and Repositories Process Optimization
Surveys and Custom Workflows and - Documentations and Metrics
if assignment clear - Workplace Reservation End-to-end process mining
I want to collaborate Alumni Portal Chat Playbooks
Assessments Manual - Workplace Space Management Manuals Publications Identifying process inefficiencies
Walkup Assignment - Workplace Indoor Mapping - Publishing Workspaces Identifying potential automation candidates
Logs
I want/have to notify Phone Support Desk - Workplace Safety Management - Contractor Management --> Track improvements as projects with Continuous Improvement Mgt
Sales, General and App Studio Templates:
- Visitor Management - Plant Management
Administration (SG&A) - Inventory Tracker App
Workplace - Employee Readiness Surveys (Tasks, Changes, etc.)
I want/have to update
- Employee Health Screening - Scrap-, Waste-,
Employees Walk-Up Walk-up Experience
- PPE Inventory Management Contamination Management
I want/have to sync IT/Technology Operations Management Monitoring (ITOM & Security) Technology Stack
Contractors - Contact Tracing
if not clear ML-powered - Employee Travel Safety Dynatrace
Outsourced Staff where to go - Health and Safety Testing Sync changes
Assignment Azure, AWS, GCP, IBM &
- Vaccination Status (optional) Lightstep Splunk Alibaba Cloud
Interaction Management
New Hires Use case specific custom interfaces (can be internal and (Observability)
API Microsoft
external collaborators, not covered by out of box products - Legal Matter and Request Management - Marketing content review
Alumni (3rd Party) and often not related to traditional service management) - Legal Investigations
Custom Workflows and
- Employee Visa applications (Sentinel, IoT Hub, Private Data Centers
Playbooks SCOM, etc.)
- Legal Stock Preclearance - Trademark requests
Managers Legal - MOA requests
- Legal Digital Forensics IT & OT Visibility Endpoints
Datadog
- Legal Simple Contracts - Data Privacy requests
Partner Custom Interface Examples Advanced Work Event Management (CIs & Technology Stack Maps) (Clients & Mobile)
- Legal Conflict of Interest AppDynamics
- Marketplace Apps Assignment (Predictive and Reactive
Subsidiaries - Editorial Services Incident escalation Reconciliation) Factories
- Trade Fair and Marketing Event Services SCOPED BUSINESS APPS AND OTHER FUNCTIONALITY (App Engine Studio) - Editorial Services (optional) Ingest Data Realtime Elastic
(Operational Technology)
Internal Agencys - Trade Fair
- Creative, Media and Print Services
Case Management for Enterprise Services Custom Workflows and - Marketing Event Services Moogsoft
Auditors - Marketing Campaign and Event Planning
- Publishing Workspaces Other - Finance and Accounting Playbooks - Creative,Media,Print Services
- Investigative Case Management Corporate - Marketing Event Services - Marketing Campaigns
UR cross-scope
(Crime, Law Enforcement) Functions - Creative and Media Services App Studio Templates: - Marketing Event Planning
Field Service Management Field Service Work Data, Configuration and
security model to - Intercompany Funding
- Master Data Services and Automation, etc. - Event Registration App Dependency Ingestion
protect Requests
Custom Portals, Widgets and Microsites confidential data Customer Devices
Field Service Dispatching
- Order-to-Cash - International Operations - SAP ECC Accounting Workflows
Customer Infrastructure
- Acquire-to-Retire - Plan-to-Stock - AP/AR Processing Automation Fix,
GBS End2end Processes - Concept-to-Product - Plan-to-Perform - Finance Processes Repair,
Manual or Field Workers
- Design-to-Sustain - Issue-to-Complete (Consiliation, GL, Budget, etc.) Exchange Employee Devices
Automated
Supplier Central - Profit-/ Cost Center Requests
Dispatching
- Raw Material Registration Workplace/Office
- Indirect Spend Custom Workflows and
Procurement - Dangerous Goods Handling
- Procurement Cases (PO Process) Playbooks Contractors
- Logistics Processes
Supplier Collaboration Portal - Sourcing and Purchase/Receipt Requests
(Shipments, Arrivals, Import, etc.) Data Centers
- Supplier Cases (Invoice/Payment Issues) Capacity and Reservation Management
Supplier Production Plants
- Supply Chain Exception Mgt. Custom Workflows and
Lifecycle
- Supplier On- and Offboarding Playbooks
Vendor Risk Management
- Supplier Intelligence (360)
Operational Technology (OT)
Vendor Risk Assessments (works for Manufacturing, Retail, Production, Logistics, Transportation, Energy, Utilities, Healthcare, etc.)
LEGEND Business and IT Projects Demand DevOps
Idea Mgt. Portfolios Programs Projects
Vendor Compliance (Innovate and Transform) Mgt. Planning Agile Testing Deployment OT Vulnerability and Incident Management
Platform/AppEngine Strategic Portfolio Management - Vulnerability in context of production process / Item Imports
Roadmap Planning Release Management Financial Planning Powerpoint-Export - Vulnerability incidents
Release Management Resource Management Scaled Agile Framework (SAF) for Project Status
CSM and Industry Solutions Employee
Manufacturing Process Manager
ITX (ITSM, ITOM) Field Service Management Citizen Distributed and Manual Assignment / No Code - ISA-95 Equipment Model
Professional Development Qualification Dev/Config Publish - Production Process Mapping
Assignment Rules
Enterprise Risk and Compliance Operational Technology (Innovate and Enhance) - Import Model Excel
Contractor Portal
Citizen and Distributed Development (uses Platform CI/CD) Low Code
Supplier Lifecycle Management OT Manager
App Engine Management Center - Discovery for OT Network
App Engine Studio - Templates - Catalog and UI Builder - Mobile Studio - Studio (Pro Dev Tools) - SGC for Excel, Multi-source CMDB
Credits: Pro Code
Ian Leu, Aditi Aggarwal, Richard Hunt, Manoj Patel,
Allan Sabol, Kavita Waldia, Martin Pscheidl, Steven
Jefferson, Kevin Mettenberger, Gregg Aldana, Rob Technology Core
Schaefer, Kim Jablonowski, Bharti Gupta, Helmut Service Graph
Communication Enterprise Asset Management IT Asset Management Digital Portfolio Management Connectors
Pfeiler, Abhinav Shekhar, Debajit Choudhury, Jeff Gore,
Notify Insights and Visibility Service Portfolio Management Application Portfolio Management
Gary Kenyon-Leigh, Marc Mouries, Ian Krieger, Amogh Asset CMDB APIs
Dhamankar, Ken Wallington, Dennis Kuipers, Chris Inventory Asset Asset Inventory
OpenFrame (Systems Lifecycle Work and Stock Software Development Lifecycle Components
Colazzo of Flows Mgmt. Mgmt.
Configurations Microservices API Service Mapping
Record)
Caveat: ServiceNow Voice
This architecture does not cover MSP/BPO scenarios. CMDB Discovery
Messenger Integrations Business Assets
Application Services - Classification - Dependencies - Operational Technology (OT)
(Physical Assets, Machinery) Multi-source CMDB
Lifecycle and Provisioning Data Attestation with smart detection - Audit

Continuous Improvement Management

Intake Improvement Activities Measure success Continue improving
Clustering Analytics / Process Optimization Results / Breached SLAs / Results from previous improv. projects) Run improvement activities as actual projects, use the platform automation capabilities to improve Connect to KPIs and Measures, stay informed on the progress realtime, predict the results, Restart process. Take results from previous improvement plans
Low customer or employee satisfaction results / Long-running processes / Too many manual activities / etc. processes, stay informed on the progress communicate success as intake for further improvements.