Results
Applications
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This state government agency serves as a centralized technology partner for departments across the state. With a mission rooted in transparency, efficiency, and fiscal responsibility, the agency plays a critical role in enabling modern government services and supporting a digital economy.
As a current ServiceNow customer, the agency had already invested in multiple platform capabilities, including ITSM, CMDB, and asset management. Building on this foundation, the organization sought to strengthen compliance and audit operations using its already mature ServiceNow platform.
Prior to this initiative, the agency’s compliance and audit processes were heavily manual and distributed across multiple tools.
Policy and compliance efforts relied on a mix of ServiceNow knowledge articles and external spreadsheets. Critical elements such as authority documents, control objectives, and regulatory mappings were maintained manually, often requiring exports from government frameworks like NIST and ongoing manual updates to reflect revisions. This created challenges in maintaining accuracy, consistency, and traceability.
Audit processes presented an even greater obstacle. Audit requests and activities were managed through ITSM service catalog requests, resulting in unstructured workflows and inconsistent evidence collection. Supporting audits, including those tied to strict regulatory standards, required significant manual coordination across teams, making it difficult to track progress, assign responsibilities, and ensure completeness.
Across both domains, the lack of integration and automation led to inefficiencies, limited visibility, and increased risk in meeting compliance requirements.
The agency recognized the need for a more structured, scalable approach to managing policies, controls, and audits within a unified platform.
The agency partnered with Ondaro to implement Policy and Compliance and Audit Management.
For policy and compliance, the solution centralized the lifecycle of policies and controls within ServiceNow. Policies were directly linked to authority documents, control objectives, and supporting artifacts, creating a unified system of record. This eliminated the need for manual spreadsheet tracking and enabled real-time alignment with regulatory frameworks.
Control assessments were formalized through structured workflows, allowing teams to evaluate compliance against defined objectives and trigger remediation tasks when gaps were identified. Relationships between policies, controls, and exceptions were clearly established, improving traceability and governance.
For audit management, Ondaro deployed a purpose-built framework to standardize audit execution. Instead of relying on loosely structured service requests, the agency gained a comprehensive system to plan, manage, and execute audits. This included:
This transformation replaced fragmented processes with a cohesive, end-to-end audit management capability, fully integrated within the ServiceNow platform.
The success of the engagement was driven by a collaborative partnership between the agency and Ondaro, grounded in deep expertise in ServiceNow and public sector requirements.
Ondaro brought a structured delivery approach, aligning implementation to the agency’s regulatory needs while ensuring usability and long-term sustainability. By focusing on practical outcomes, particularly around audit execution and compliance traceability, the team delivered immediate value while laying the foundation for future expansion.
Throughout the project, Ondaro worked closely with stakeholders to ensure alignment, provide guidance on best practices, and enable internal teams to confidently adopt the new processes. This approach helped the agency transition from manual, reactive workflows to a proactive, structured model for compliance and audit management.
The result is not just a successful implementation, but a scalable foundation for ongoing governance, risk, and compliance maturity.
Ondaro’s unparalleled expertise is at your disposal to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.