ServiceNow
Description
ServiceNow automates IT helpdesk tickets triage and classification and can handle routine inquires and simple tasks to free up resources to focus on higher priority issues.
Detailed example
Automated service requests Incident resolution recommendations Virtual agency responses Data insights and analytics reports Search results and recommendations Documented and categorized knowledge-based articles.
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
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
To automate engagement with IT helpdesk personnel for IT requests. ServiceNow is a cloud-based platform that digitizes and automates workflows. It provides IT support to common and simple requests 24/7, and virtual agents handle common inquires that free staff for higher priority issues. Consistent processing could help reduce errors and increase efficiency.
Audit / financial statement impact
Does not produce an output that serves as a principal basis for decisions or actions with legal, material, binding, or significant effect on any of the individuals or entities identified in OMB-25-21.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
The case owner relied on DOJ AI governance practices to select and prepare data, as well as evaluate performance.