Automated Incident Creation (IT)
Description
The AI is intended to reduce the time and effort required of a business analyst to manually review contact messages submitted to the Business Connection (BC) and Technical Reference Model (TRM) teams. By evaluating these messages, the AI will determine whether a ServiceNow helpdesk ticket is needed to resolve the submitted question or concern. This automation will streamline the process and ensure timely resolution of user issues.
Detailed example
Responds with a Yes/No determination and a justification of the determination, which is stored in the contact message table for validation by a business analyst.
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
AI will be used to drive automation via integration with ServiceNow, automatically triaging requests to determine if a ServiceNow helpdesk ticket should be created. The determination and justification will populate a field in the table that stores user contact messages, enabling validation by a business analyst before finalizing ticket creation.
Controls / human review
ATO: Not reported; PIA: Not published