GRC case summarization skill for compliance cases

  • Release version: Zurich
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of GRC Case Summarization Skill for Compliance Cases

    The GRC case summarization skill leverages a large language model (LLM) to generate structured, concise AI summaries of compliance case records in ServiceNow GRC. Designed for compliance analysts and managers, the skill consolidates key case details from multiple fields and related lists into an easily digestible summary. This enables faster understanding of case context and more informed decision-making. Summaries can be generated on demand, reviewed, edited, and saved back to the compliance case record for future reference.

    Show full answer Show less

    The skill must be activated via the Now Assist Admin console and is triggered by authorized users on compliance cases.

    User Roles and Access

    • snnowassistadmin.nsaadmin: Allows administrators to activate or configure the skill.
    • sncompcase.compliancecaseanalyst: Grants access to compliance case records.
    • sngrcsharegenai.grccaseaiuser: Grants permission to use the summarization skill; must be assigned explicitly and is not inherited through the analyst role.

    LLM Service Providers

    Before use, an administrator must configure a default LLM provider. Supported providers include:

    • Azure OpenAI
    • AWS Claude
    • Google Gemini

    Setting the default provider ensures the summarization requests are processed correctly.

    Compliance Case Summary Components

    The generated summary reflects the case data at the time of creation and can be regenerated to include updates. It is structured into the following key sections:

    • Case Overview: Core details such as name, description, start date, priority, and assigned analyst.
    • Events Timeline: Key dates including occurrence, discovery, investigation, and remediation milestones.
    • Scope of Impact: Breakdown of impacted areas (entities, controls, users), related areas (policies, risks), and applicable regulations or standards.
    • Causes & Consequences: Confirmed and suspected causes along with resulting impacts or penalties.
    • Actions & Outcomes: Summary of investigation tasks, assessments, and additional resolution activities.
    • Evidence & Worknotes: Notes and comments logged during the investigation.
    • Lessons Learned: AI analysis of case velocity (detection to remediation time) and investigation effort level (low, medium, high).

    Practical Benefits for ServiceNow Customers

    By enabling this skill, compliance teams can:

    • Quickly obtain a clear, structured overview of complex compliance cases.
    • Efficiently track progress and key investigation milestones.
    • Identify impacted regulatory areas and causes to support risk mitigation.
    • Capture lessons learned with AI-driven insights on case handling efficiency.
    • Maintain updated summaries on case records for audit readiness and stakeholder communication.

    The GRC case summarization skill uses a large language model (LLM) to generate a structured AI summary of a compliance case record. The summary is generated on demand from case data and can be saved to the record for future reference.

    Overview of the GRC case summarization skill

    Compliance cases can span multiple action tasks, stakeholders, and regulatory requirements. The GRC case summarization skill generates a concise AI summary of key case details, so case analysts and managers can quickly understand the context and take informed action.

    The skill collects data from predefined fields and related lists across the case record. This data is assembled into a prompt and sent to the configured LLM service provider, which then returns a structured summary.

    To summarize compliance case records, the skill must be activated from the Now Assist Admin console. Once it's activated, case analysts with the appropriate user role can trigger the skill on a compliance case.

    User roles

    The user roles required to activate, configure, and use the GRC case summarization skill are:
    • sn_nowassist_admin.nsa_admin: Grants an admin access to activate or edit a Now Assist skill.
    • sn_comp_case.compliance_case_analyst: Grants access to compliance case records.
    • sn_grc_sharegenai.grc_case_ai_user: Grants users access to use the GRC case summarization skill.
      Note:
      The sn_grc_sharegenai.grc_case_ai_user role must be explicitly assigned and isn’t inherited through the case analyst role.

    LLM service providers

    An administrator must set a default LLM provider before the skill can be used. The following providers are supported:

    • Azure OpenAI
    • AWS Claude
    • Google Gemini

    To set a default provider for the GRC case summarization skill, see Manage model providers.

    Components of a compliance case summary

    The summary reflects case data at the time of generation. As the case progresses, you can regenerate the summary to capture the latest information. Once generated, you can review and edit the summary before saving it to the case record.

    Table 1. Compliance case summary structure
    Section What it captures
    Case Overview Core case details, such as name, description, start date, priority, and assigned analyst, captured from the Details tab.
    Events Timeline Date of occurrence, date of discovery, investigation start and end dates, and remediation start and end dates, captured from the Schedule section on the Details tab.
    Scope of Impact Impact breakdown- Summary of the areas and regulatory frameworks that are impacted by a compliance case, captured from the Impacted Areas, Related Areas, and Regulations tabs.
    • Impacted areas- Number of areas, such as the entities, controls, companies, and users, impacted by the reported compliance case.
    • Related areas- Number of areas, such as policies, citations, control objectives, control, and risk events, related to the compliance case.
    • Regulations/Standards- Number of regulations that are or can be impacted by the reported compliance case.
    Causes & Consequences Causes and consequences of the compliance case, captured from the Causes and Consequences tab.
    • Cause (Confirmed)- Confirmed cause of the incident.
    • Contributing Cause (Suspected)- Suspected cause of the incident.
    • Consequences- Resulting impact or penalties arising from the incident.
    Actions & Outcomes Summary of actions taken during the investigation, captured from the Action Tasks tab.
    • Investigation- Initial investigation tasks to examine the reported incident.
    • Assessment- Impact, loss, breach scope, and breach assessments to evaluate the incident.
    • Additional Actions Taken- Supplementary actions to support a resolution.
    Evidence & Worknotes Work notes and comments recorded during the investigation, captured from the Activity section on the Details tab.
    Lessons Learned AI-powered analysis of the case timeline and overall investigation effort.
    • Velocity analysis- Time to detect, investigate, and remediate.
    • Investigation effort level- Effort assessment ranked as low, medium, or high, based on case complexity, activity log, and timelines.