Extending an out-of-the-box capability to support the business

Introduced ServiceNow Integrated Risk Management from discovery through to production and continued evolution, for a regulated entity operating under licence conditions. Capability and solution design covered obligations management, risk and control self-assessment, risk event management, regulatory change, enterprise reporting and CPS 230.

The design problem was RG 78 breach reporting. The out-of-the-box capability did not come close to what the entity needed, which put the question as how far to depart from it. Replacing the area outright would have met the requirement and left the entity owning the whole of it thereafter. The design instead extended the standard capability and ran the additional behaviour alongside it, without altering the underlying model.

Alongside the core capability, the engagement has produced several purpose-built solutions and a number of proofs of concept used to test approaches before commitment.