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Summary of Parallel Review and Feedback workflow
The Parallel Review and Feedback workflow streamlines how ServiceNow customers collect, manage, and act on feedback related to records or specific fields within records.This workflow supports improvements and recommendations concerning data integrity, compliance, and operational procedures, enabling organizations to maintain quality and control through structured collaboration.
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Key Features
Feedback Integration Configuration: Administrators with the snrvwfeedback.admin role configure feedback integration within the Advanced Risk application. This setup defines the target table, workspace, reviewers, and respondents, tailoring the feedback process to organizational needs.
Feedback Creation: Users assigned the snrvwfeedback.reviewer role can submit feedback on both ServiceNow and external records. Feedback can address overall record improvements or specific field changes, supporting comprehensive review.
Responding to Feedback: Respondents with the snrvwfeedback.respondent role review feedback and provide comments or explanations. They can choose to remediate or reject feedback with justification and must close all open items before sending responses back to reviewers.
Real-Time Collaboration via Sidebar Chat: The sidebar chat feature allows first and second line risk users to discuss feedback instantly, enhancing communication and coordination for more effective resolution.
Review and Closure Process: Reviewers evaluate respondents’ comments and can close feedback either with or without follow-up actions. If actioned, new tasks or issues can be created or linked for ongoing monitoring. Feedback not satisfactorily addressed can be moved back to Draft for rework.
Key Outcomes
Facilitates structured, role-based feedback collection and management within ServiceNow records.
Enables collaborative discussion to clarify and resolve feedback efficiently through integrated chat.
Supports flexible closure options, including initiating new tasks or issues for long-term tracking of improvements.
Enhances governance and compliance by embedding a transparent review and feedback loop aligned with organizational risk and control assessments.
Improves decision-making by providing clear responsibility and workflow states for reviewers and respondents.
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
The following diagram shows the workflow of Review and Feedback.Figure 1. Parallel Review and Feedback workflow
The steps for how each user uses the Review and Feedback application according to their organization's requirements are explained as follows.
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.
