Challenge

A leading healthcare insurance company experienced several challenges with their Governance, Risk, and Compliance (GRC) module due to the extensive customizations made during the initial implementation. While originally intended to meet specific needs, these customizations deviated significantly from standard configurations, leading to system inefficiencies, maintenance difficulties, and issues with platform upgrades. The client engaged Optomi Professional Services (OPS) to address these issues head-on.

Solution

The OPS team immediately began re-implementing the client’s GRC module, streamlining processes, and optimizing the system to align more effectively with its out-of-the-box functionality. We successfully imported 943 control objectives into ServiceNow and added 179 risks to the client’s Risk Register, enhancing both the compliance and risk workspaces. Our thorough review included identifying customizations for business rules, client scripts, dictionary entries, dictionary entry overrides, notifications, UI actions, access controls, UI policies, and flows. This analysis allowed us to streamline their system and eliminate excessive customizations, setting a strong foundation for future growth.

Impact

Since our involvement, the client has experienced significant improvements in their policy exception process, now leveraging out-of-the-box functionality and ensuring seamless upgrades without the risk of disruption. Their control objectives are fully integrated within ServiceNow, eliminating the need for external tools, and their risk registry is up-to-date and actively managed within the platform. The client’s processes are now significantly more streamlined, requiring less effort to maintain and providing greater clarity and efficiency, particularly during system upgrades.

With the foundational configuration of their GRC module complete, the client is now in a significantly stronger position, equipped with clear plans to expand its capabilities further. Their streamlined GRC processes allow them to complete tasks more quickly and efficiently, enhancing overall productivity.

Testimonial

“As the Manager of Cyber and Information Security Compliance and Assurance within Enterprise Information Security, I’m extremely pleased with the work Optomi Professional Services has done. They’ve streamlined our policy exception process by eliminating unnecessary customizations, allowing us to fully leverage ServiceNow’s capabilities. By consolidating multiple tools into ServiceNow, we’ve greatly reduced the complexity of our GRC processes. This has saved us valuable time and made it easier to manage everything within a single platform.”

- Director of Risk Compliance and Cybersecurity

Take the first step toward realizing the unseen value with GRC Module Re-Integration