Looking for advice on how Risk teams can track customer remediation efforts. Specifically, our Customer Remediation is currently tracked by Business Line Risk Groups. The Customer Remediation SMEs for each Business Line track these independently of each other from both a process and product perspective. Customer Remediation is when there is financial payment due to client, regulator, etc... post-Incident issue. Currently this is not tracked consistently in ServiceNow, outside of an Incident or Problem ticket being opened for a break/fix scenario.
Risk is exploring how an Enterprise-Wide process could be implemented to track this information. Incident and Problem alone don't provide a solid tracking mechanism? Does anyone have recommendations on how we could consistently track these Customer Remediation impacts.
