Exploring Privacy Case Management

The Governance, Risk, and Compliance: Privacy Case Management application enables users to report any privacy breaches or complaints, collaborate with key stakeholders, perform breach investigations, and analyse the causes and consequences of breaches.

Some examples of when privacy cases arise are as follows:

• Lost IT assets
• Exposed customer data
• An email delivered to a group of wrong recipients
• Loss of paperwork and documentation

The Privacy Case Management application helps the privacy teams to manage any case that involves a privacy violation or a breach. The privacy cases can be reported by any user using the Employee Center or can also be created by the privacy teams using the Privacy Workspace. The application facilitates APIs to create privacy cases from various sources such as other ServiceNow solutions, for example, Security Incident Response, IT Incidents, HR Cases, and third party integrations.

The Privacy Case Management application offers the following benefits for your organization:

• Helps business users to report any privacy breaches or complaints that require the attention of the privacy teams.
• Ensures collaboration with multiple teams to investigate, assess, gather evidence, capture observations, and responses for further review.
• Records the impacted areas and related areas that must be addressed such as policies and regulations, IT assets, impacted business units, and so on.
• Helps to identify key stakeholders and information objects associated with the case.
• Provides the ability to initiate remediation, preventive measures, and conduct root cause analysis to eradicate the cause of the case.
• Helps to identify and manage issues that arise from the privacy cases.