Parallel Review and Feedback workflow
Summarize
Summary of Parallel Review and Feedback workflow
The Parallel Review and Feedback workflow provides a structured approach for submitting and managing feedback on records or specific fields, focusing on areas like data integrity, compliance, and operational improvements. This process is crucial for organizations aiming to enhance their governance, risk, and compliance efforts using ServiceNow.
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Key Features
- Feedback Integration Configuration: Administrators can set up feedback integrations in the Advanced Risk application to specify the table for Parallel Review and Feedback, including defining the workspace, reviewer, and respondent roles.
- Feedback Creation: Reviewers can generate feedback on records they evaluate, whether from ServiceNow or external sources, offering suggestions or improvements.
- Feedback Response: Respondents can address feedback by providing comments, justifying remediation or rejection, and ultimately sending responses back to reviewers.
- Real-time Collaboration: The sidebar chat feature allows users to discuss feedback instantly, enabling enhanced communication and solution brainstorming among stakeholders.
- Feedback Review and Closure: Reviewers can close feedback with or without actions, initiating new tasks or linking to existing records for follow-up, ensuring proper management of suggestions.
Key Outcomes
By utilizing the Parallel Review and Feedback workflow, organizations can effectively manage feedback, enhance collaboration, and implement necessary improvements. This structured approach not only helps in addressing compliance and operational risks but also aids in tracking progress and ensuring alignment with industry best practices.
The Parallel Review and Feedback workflow outlines the systematic process by which the solution facilitates the submission of feedback on a record or specific fields within a record. Feedback could be related to any improvement or recommendation at a record level, such as data integrity, compliance, and operational procedures.
Exploring the user journey for Parallel Review and Feedback
- Configure a feedback integration
- Configure a feedback integration setup in the Advanced Risk application to define the table on which you want to use Parallel Review and Feedback. This setup enables you to define the workspace, reviewer, and respondent for creating feedback on the table records. A user with the sn_rvw_feedback.admin role can configure a feedback integration. For more details, see Configure a feedback integration.
- Create the feedback
- A user with the sn_rvw_feedback.reviewer role can create feedback on a record they're reviewing, suggesting overall improvements, or changes to specific fields in the record. You can create feedback on both ServiceNow® and external records. For more information, see Create feedback in the Risk Workspace and Create Feedback from the record side panel.
- Respond to the feedback
- A user with the sn_rvw_feedback.respondent role can take necessary actions and provide comments or explanations regarding the submitted feedback. The respondent can either remediate or reject the feedback, provided that there’s proper justification. After closing all the open items, the respondent can send the feedback to the reviewer. For more information, see Respond to the feedback.
- Collaborate through sidebar chat feature
- The Sidebar chat feature enabling the first and second line risk users to discuss feedback in real-time. The chat feature enables better collaboration among different stakeholders to brainstorm solutions, clarify details, or coordinate actions regarding the feedback received. For more information, see Initiate a chat from Sidebar in Parallel Review and Feedback.
- Review and close the feedback
- When the reviewer is content with the respondent's comments, they have a couple of options. They can choose to close the feedback either with or without an action. If an action is selected, they can take further actions based on
the feedback received. It involves initiating new actions or tasks, such as creating an issue or linking it to an existing record, to facilitate follow-up and resolution. For example, an organization conducted an RCSA (Risk and
control self-assessment) concerning fraud-related risks and suggested they have 3 controls in place. Subsequently, the second line of defense reviewed the assessment and raised a feedback, recommending the addition of a new control
as it aligns with global best practices to mitigate that risk. Implementing this new control requires budget allocation and an estimated timeline of 1-2 years. The organization may decide to close the feedback by creating an issue to
track and manage the progress.
When the reviewer isn’t satisfied with the respondent comments, the reviewer can move the feedback to the Draft state and reinitiate the workflow. For more information, see Review and close the feedback.