Large oil and energy company enhances Governance, Risk, and Compliance Processes with a Custom ServiceNow Solution


The Customer is a manufacturer of phyto-based pharmaceuticals located in North America. Unlocking a therapeutic effect of medicinal herbs to the local market, the company delivers to their patients a natural way to manage general well-being, as well as treat a variety of conditions, such as anxiety, pain, insomnia, etc.


Sector – Healthcare
Region – North America (USA)
Client Size – $13.8 Billion
Service Now Solution – Service Now ITSM


An upstream oil and gas company that develops resources in Western Canada, the U.S., the UK North Sea, and offshore West Africa. The company operates in a heavily regulated industry that makes governance, risk, and compliance (GRC) a top priority. The company needed strong business controls and to respond to multiple external audits every year.


Sector – Oil & Gas
Service Now Solution – ServiceNow GRC (Vendor Risk Management, Policy and compliance)


The customers IT department demand had risen even faster than the growth rate driven by a number of new healthcare technologies and rising compliance and accountability demands.

Challenged by an old, complex and manual IT service/demand management solution, IT was failing to keep up with demand, with serious consequences.

    • Security and access requests were overwhelming them and their system, causing mistakes in provisioning.
    • They could not audit or account for who had system access or match access rights to systems effectively, causing significant compliance and security risk.
    • Service quality was deteriorating rapidly due to the volume of demand.

IT saw the need for a modern IT Service Management solution to provide:

    • A user-friendly interface
      A means to aggregate and manage demand “as a service”
    • The ability to reduce volume and improve service quality through self-service and service automation

DX Digital technologies worked with the IT teams to understand their business requirements, with time being a factor we used our Agile approach to rapidly implement ServiceNow as the strategic platform to enable their digitization journey.

The implementation of ServiceNow enabled support teams to get ahead of the demand ahead with employees able to make use of self-service for status/requests via service catalog and streamlined, automated processes for common requests. In addition, this helped the support teams to start realizing further areas for self-service and automation.

Automation of security and access requests and better LDAP integration have improved speed and quality of service for users. With an accurate & current single source of data improved compliance with security requirements and spotlighted other areas where IT can make valuable improvements quickly.

    • Improved decision making quickly and accurately.
    • The customer was able to avoid pitfalls from inexperience and learn from their insight into solving common problems they faced.
    • Focusing on the power of ServiceNow DX guided the customer further to understand and adopt the changes needed and keep our scope of effort lean and targeted at the key business outcomes


Handcrafted for a Vintage Appeal




Soft, Smooth & Sophisticated

The internal IT department and external professional services was using ServiceNow for their IT Service Management (ITSM) needs. The client wanted a custom Risk Calculation to control maturity and mitigating factors into a more discrete evaluation. In addition, this large company was also looking to implement complex Governance, Risk, and Compliance (GRC) processes into their ServiceNow Platform but needed significant support & expertise to configure the out-of-the-box ServiceNow GRC modules to meet their needs.

The client required specific expertise to implement Vendor Risk Management for both internal vendor managers and external vendors. In addition, they needed to roll out a customized Policy and Compliance Management and Risk Management applications to their firm principals at all levels.


DX Digital technologies responded and implement a customized GRC solution that would improve the company’s resilience to risk, automate compliance testing, and improve company decision-making and performance.

To achieve a custom solution for the client, we configured several enhancements to the out-of-the-box ServiceNow Policy and Compliance Management application. DX were able to build parent/child relationships, able to load business-specific, five-level regulatory architecture into the required out-of-the-box levels.

DX also configured new Risk Calculation functionality while maintaining ServiceNow’s original Risk Management functionality as an option, with additional approval and response processes.

An enhanced Vendor Risk Management solution was also implemented and was segregated between large number of subsidiaries with owner-defined visibility across sister subsidiaries.


Phased approach using DX approach and methodology

  • Implemented Vendor Risk Management
  • Focused on Policy and Compliance Management and Risk Management implementation
  • Completed part two of Vendor Risk Management.
  • Customized solution brought efficacy, efficiency, and visibility to the client’s Governance, Risk, and Compliance processes. With automated compliance monitoring in place, the client was able to execute daily compliance reporting. Additionally, the determination of the applicability of new compliance was shortened from one month to just a few days.
  • The resolution process for vendor issues also improved. Using the Vendor Portal, issues were automatically generated and vendor risk assessment response time dropped from an average of approx. 40 days to 7 days. Vendor interactions that once spanned months were shortened to an average of 4 weeks.
Case Studies


Reach Out to us now!

Privacy Settings
We use cookies to enhance your experience while using our website. If you are using our Services via a browser you can restrict, block or remove cookies through your web browser settings. We also use content and scripts from third parties that may use tracking technologies. You can selectively provide your consent below to allow such third party embeds. For complete information about the cookies we use, data we collect and how we process them, please check our Privacy Policy
Consent to display content from Youtube
Consent to display content from Vimeo
Google Maps
Consent to display content from Google