Bridging ITSM and GRC: A framework for audit-ready configuration management using service Now

Information Technology Service Management (ITSM) and Governance, Risk, and Compliance (GRC) are coming together as a critical concern in organisations responsible for service productivity and regulatory requirements at the same time. Configuration management is a key enabler to this alignment, providing visibility into assets and relationships, and reporting requirements. This paper explains why configuration management fills the gap between ITSM and GRC and why it is a good practice to support audit-ready processes by leveraging ServiceNow as the convergence platform. An application reference architecture is proposed that emphasises automated discovery, rich attribute sets for compliance attestation. Coded controls, ongoing monitoring, and audit automation with evidence-based auditing. Implementation challenges such as data quality, siloed organisations, and resistance to change, and critical success factors such as automation, executive buy-in, and staged implementation are discussed. Some of the key takeaways to support the next steps for financial and revenue management automation implementation are adaptive automation, regulatory insights, and sustainability integration. By embedding governance into the way your business operates, ServiceNow enables organisations to continuously ensure IT service delivery resiliency and compliance.