Secure Audits & DSAR

Gargichatterjee
Tera Contributor

Tuesday

Hi Folks,

 

I’m interested to know how secured audits and DSAR have been implemented in servicenow with respect to Customer Service & Support?


Is there a business case or guide available for this?

 

Thanks in advance 🙂

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M Iftikhar
Kilo Sage

yesterday - last edited yesterday

Hi @Gargichatterjee ,

In ServiceNow, secured audits and Data Subject Access Requests (DSAR) in the context of Customer Service & Support are typically managed using a combination of Governance, Risk, and Compliance (GRC), Privacy Management, and Customer Service Management (CSM) capabilities, along with strong platform security controls.

How it’s typically handled:

  • DSAR workflows: Case management flows are used to capture, track, and fulfill DSARs. These workflows ensure requests are reviewed and responded to efficiently while maintaining audit logs for compliance.

  • Audit trails: ServiceNow provides detailed logging and monitoring of activities, ensuring that all actions taken on customer data are auditable.

  • Security controls: Access Control Lists (ACLs), encryption, and strict role-based access ensure customer data is only accessed on a need-to-know basis.

  • Integration options: Many organizations also integrate third-party privacy automation tools or use apps from the ServiceNow Store to extend DSAR capabilities and reporting.

  • Authentication & monitoring: Strong authentication and continuous activity monitoring support secure audits and data protection requirements.

📚Useful References & Guides:



Thanks & Regards,
Muhammad Iftikhar
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