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Summary of Parallel Review and Feedback workflow
The Parallel Review and Feedback workflow in ServiceNow provides a structured process to submit, respond to, and manage feedback on records or specific record fields.This feedback can address improvements or recommendations related to data integrity, compliance, or operational procedures.The workflow supports collaboration among various users to ensure effective review and resolution.
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Key Features
Configure Feedback Integration: Administrators with the snrvwfeedback.admin role set up feedback integration within the Advanced Risk application. This configuration defines the target table, workspace, reviewers, and respondents for feedback on specific records.
Create Feedback: Users with the snrvwfeedback.reviewer role can create feedback on both ServiceNow and external records. Feedback can pertain to overall record improvements or specific field changes.
Respond to Feedback: Respondents with the snrvwfeedback.respondent role can provide comments, take remediation actions, or reject feedback with justification. Once addressed, they send the feedback back to the reviewer.
Sidebar Chat Collaboration: Real-time chat within the sidebar enables first and second line risk users to discuss feedback, clarify details, and coordinate actions efficiently.
Review and Close Feedback: Reviewers can close feedback with or without initiating further actions. Actions may include creating issues or linking to existing records for tracking and resolution. If unsatisfied, reviewers can revert feedback to Draft to restart the process.
Key Outcomes
Enables systematic submission and management of feedback, ensuring accountability and traceability.
Facilitates collaboration among multiple stakeholders through integrated chat and clear role-based responsibilities.
Supports continuous improvement and compliance by allowing organizations to track feedback implementation through actionable tasks and issue creation.
Provides flexibility to handle feedback from various sources, including external records, enhancing comprehensive risk and control assessments.
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.
