Secure Audits & DSAR

[Gargichatterjee]

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 🙂

[M Iftikhar]

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:

• Privacy in ServiceNow — integrations & use cases

• Exploring Personal Data Rights (ServiceNow Zurich Privacy Management)

• Community discussion: DSAR in ServiceNow HRSD Forum

• Community discussion: Implementation of Access Request in ITSM Forum

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[fasihamariy]

Hi @Gargichatterjee,
If this solution helped, please consider marking it as accepted solution to support the community.