DOJ · DOJ-0107 · record R1558

ServiceNow

Department of Justice · Department of Justice / Department Wide

Overview

Development stage: DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: 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.
Start date: 2019-09 (month precision)Source: 09/2019
Withheld from public reporting: NoSource: a) No

Mission

Topic area: Service Delivery
Operational functions: Risk scoring and triage Derived by keyword rules; see methodology

Problem the AI is intended to solve

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.

Expected benefits

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.

System outputs

Automated service requests Incident resolution recommendations Virtual agency responses Data insights and analytics reports Search results and recommendations Documented and categorized knowledge-based articles.

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Redacted for cybersecurity purposes.
Custom-developed code: No
Public source code: Not reported

Sourcing

How it was built: Purchased from vendorSource: a) Purchased from a vendor
Vendor (as reported): ServiceNow
Vendors (standardized): ServiceNow

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII: Yes
Privacy Impact Assessment: Not reported
Authorization to Operate: Yes
Demographic features: k) None of the above
Training and evaluation data: The case owner relied on DOJ AI governance practices to select and prepare data, as well as evaluate performance.
Federal Data Catalog: Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported