Industry Descriptor: A Major Regional Healthcare Payer and Insurance Provider
The Challenge
As a major healthcare payer managing sensitive data for millions of members, this organization faced a highly complex regulatory environment, including HIPAA, SOC 2, and federal mandates. Their existing governance processes were manual and decentralized, making it difficult to maintain a real-time view of compliance posture across the enterprise. The organization needed a “system of action” to unify policy management, control testing, and evidence collection into a single, governed platform.
The Solution
The team delivered a comprehensive implementation of ServiceNow IRM (Policy & Compliance), establishing a service-aligned governance model built on a “Configure, Don’t Compromise” philosophy.
Key elements of the implementation included:
- Unified Control Library: Established a centralized library mapped to multiple regulatory frameworks (HIPAA, NIST, and SOC 2) to enable a “test once, satisfy many” model.
- Automated Attestations: Implemented automated workflows for control owners to validate compliance and submit evidence directly within the platform.
- Common Service Data Model (CSDM) Alignment: Integrated IRM objects with the CMDB to ensure compliance was informed by the specific business services and technical assets they protected.
- Executive Dashboards: Deployed real-time dashboards providing leadership with a high-level “Risk Portrait” and audit-readiness tracking.
The Impact
- Eliminated Spreadsheet Silos: Consolidated fragmented compliance data into a single source of truth, reducing administrative overhead by an estimated 40%.
- Continuous Audit Readiness: Automated evidence collection and recurring attestations ensured the organization was prepared for rigorous healthcare audits year-round.
- Persona-Based Adoption: Improved stakeholder engagement through tailored workspaces for compliance managers and control owners, leading to higher data accuracy.
