OMB Individually Reported
ServiceNow Now Assist (AskIT)
Low riskExact public inventory row
Description
Service Desk operations
Detailed example
Outputs are consistent with commercial service desk products, including the search, creation and closure of service requests.
AI / analytics pattern
Other
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
Improve the timeliness and quality of transactional service desk requests through improved incident search, resolution, feedback as well as AI-assisted coding of workflows.
Audit / financial statement impact
Used for Help Desk Function
Controls / human review
ATO: Yes; PIA: Not published
Data needed
This use case will utilize service desk incident, problem and knowledge management sources for training and use.