DOE · DOE-430 · record R3308
ServiceNow Predictive Intelligence
Department of Energy · LANL - Los Alamos National Lab (LAFO)
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
- General purpose business system
- Start date
- 2024-01-01 (day precision)Source: 2024-01-01T00:00:00
- Withheld from public reporting
- NoSource: a) No
Mission
- Topic area
- Information Technology
- Operational functions
- No function tag matched Derived by keyword rules; see methodology
Problem the AI is intended to solve
Improve helpdesk efficiency and data quality
Expected benefits
Provide better and more consistent classification of ticket data entered into ServiceNow
System outputs
Field classification data
Technology
- AI classification
- Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
- System name(s)
- ServiceNow ATO
- 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 (SAAS hosting provider)
- 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
- No
- Privacy Impact Assessment
- Not reported
- Authorization to Operate
- Yes
- Demographic features
- k) None of the above
- Training and evaluation data
- Existing ticket data is used to train the model with data and training servers stored within FedRAMP High data centers where ServiceNow is hosted
- Federal Data Catalog
- Not reported
Governance
8 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.
Pre-deployment testingReported in placeSource: a) Yes
AI impact assessmentReported in progressSource: b) In-progress
Independent reviewReported in placeSource: b) Yes – by an agency AI oversight board not directly involved in the AI’s development
Ongoing monitoringReported in placeSource: a) Yes, sufficient monitoring protocols have been established
Operator trainingReported in placeSource: a) Yes, sufficient and periodic training has been established
Fail-safeNot applicableSource: b) Not applicable
Appeal processNot applicableSource: b) Not applicable
User and public consultationReported in placeSource: a) Direct usability testing
Potential impacts and how they were identified
Positive impact on laboratory cost/time efficency for helpdesk staff