ServiceNow Now Assist (AskIT)

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

Used for Help Desk Function

Start date

Not reported

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Other

Operational functions

No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

Service Desk operations

Expected benefits

Improve the timeliness and quality of transactional service desk requests through improved incident search, resolution, feedback as well as AI-assisted coding of workflows.

System outputs

Outputs are consistent with commercial service desk products, including the search, creation and closure of service requests.

Technology

AI classification

Other

System name(s)

CS-CAR-157, Cybersecurity System Security Plan for ServiceNow Platform

Custom-developed code

Yes

Public source code

Not available

Sourcing

How it was built

Contract and in-houseSource: c) Developed with both contracting and in-house resources

Vendor (as reported)

Not available

Vendors (standardized)

None on the standard list

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

Not reported

Training and evaluation data

This use case will utilize service desk incident, problem and knowledge management sources for training and use.

Federal Data Catalog

Not available

Governance

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

Potential impacts and how they were identified

Not reported