AI cases tab
Summarize
Summary of AI cases tab
The AI cases tab within the AI risk and compliance dashboard empowers ServiceNow customers to effectively track, monitor, and analyze AI case workflows. It highlights workflow bottlenecks, accountability for AI-related risks, and governance enforcement. The dashboard serves AI stewards and analysts by providing detailed insights into AI case statuses, priorities, trends, and actionable tasks, enabling proactive risk management and compliance tracking.
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Key Features
- AI Cases Tracking: Visualize AI case distribution by lifecycle state, priority (Critical to Planning), and view summarized lists filtered by due dates or assignment status. Each case includes key attributes such as name, subtype, analyst, priority, and state.
- Trend Analysis: Analyze historical case data by subtype, business unit, location, or primary cause to identify patterns. Review 12-month trends on case volumes, closure rates, and resolution times to assess efficiency improvements and workload fluctuations.
- Task and Issue Level Monitoring: Track actionable tasks related to AI cases by status (Overdue, Due soon, Unassigned, Draft, In Progress) and monitor issues linked to AI cases by state and urgency.
- Case and Issue Creation: Use the Create AI case button to initiate new AI cases for documenting and investigating AI-related risks or compliance concerns. The Create issue button allows for detailed issue tracking linked to cases.
- Inquiries Management: The Inquiries tab provides structured workflow tracking with status and priority views, a summarized and filterable list, and trend insights by business unit and resolution rates. This supports compliance responsiveness and targeted risk mitigation.
- Filters and Drill-Downs: Both AI cases and inquiries support filtering by AI assets, time ranges, and organizational units, enabling detailed, contextual analysis for better decision-making.
Key Outcomes
- Gain comprehensive visibility into AI-related risks, cases, and inquiries across your organization.
- Identify and address workflow bottlenecks and overdue tasks to improve governance enforcement.
- Monitor case resolution efficiency with longitudinal trend analysis to optimize resource allocation.
- Enhance accountability by assigning and tracking case analysts and inquiry owners.
- Facilitate timely reporting and investigation of AI compliance issues through an integrated dashboard interface.
- Support proactive risk mitigation by analyzing inquiry distribution and prioritizing responses based on organizational impact.
Track, monitor, and analyze your AI case workflows, identify your workflow bottlenecks, and check your accountability of your AI-related risks by using the AI risk and compliance dashboard. As an AI steward, you can also use the dashboard to track the status and trends of your AI-related inquiries.
AI cases
The AI cases tab on the AI risk and compliance dashboard provides the key metrics, trends, and actionable tasks that you can use to track your AI risks, case activities, compliance tracking, and governance enforcement. You can get case-level insights, task-level tracking, and accountability for your responsibilities and progress. As an AI steward, you can report a case when a violation is found. An AI analyst also follows the case and comes up with a resolution.
You can drill down into the data on each of the following widgets to learn more about an AI case.
- AI cases status by state
- Shows distribution of reported AI Cases by lifecycle state or workflow state.
- AI cases status by priority
- AI cases based on their priority: Critical, High, Moderate, Low, and Planning.
- AI cases
- Summarized list of AI cases reported:
- All: All the AI cases
- Overdue: AI cases that are past the due date.
- Due in 7 days: AI cases due in the next 7 days.
- Unassigned: AI cases that are not assigned to anyone.
Attributes of each case, such as Name, Sub-type, Case analyst, Priority, and State are available in a list view. Select each card to view that category of AI cases in a list view.
- Trends
- Visual patterns and historical data that are associated with the AI cases:
- AI cases by subtype widget: Trends by different categories of the AI case subtypes. You can group data by business unit, location, or primary cause to get contextual insight into the issues or AI cases patterns across the departments or systems. You can filter by AI assets.
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Open and closed cases widget: Historical trends of the case resolutions over a specified time frame. You can see the historical trends in the last 12 months. The historical trends help stakeholders to analyze the volume fluctuations and how efficiently the cases were closed.
For example, in the last 12 months, consider that 4,200 cases were created and 3,960 cases were closed. The average time of case closure was 2.8 days, the peak case volume was in January 2025 (510 cases were created), and the fastest case resolution month was March 2025. You can see that over the past 12 months, the case closure efficiency has steadily improved, with a 12% decrease in the average resolution time compared to the previous year.
- Tracking
- AI case progress at the task and issue level:
- Action tasks
- Number of tasks in the Overdue, Due in 7 days, or Unassigned states.
- Task distribution by the status, such as Draft or Work in Progress.
- Issues
- Counts of issues that are linked to AI cases by their states like New, Review, or Responds.
- Counts of issues that are linked to AI cases by additional details like Overdue, Due in 7 days, or Unassigned.
- Action tasks
The Create AI case button enables you to initiate a new AI case record within the monitoring dashboard. This action is typically used to document, investigate, or track issues, risks, or compliance concerns that are related to AI models or datasets. Use the Create issue button to create an issue related to AI cases.
The following example shows the AI cases tab on the AI risk and compliance dashboard.
Inquiries
The Inquiries tab on the AI risk and compliance dashboard provides you with a structured view of the AI inquiry workflow. Use the following widgets on the dashboard to track the compliance and then to monitor the status and progress of an inquiry:
You can drill down into the data on each of the following widgets to learn more about an AI case.
- Inquiries status by state
- Counts of inquiries by state. New, Triage, In progress, and Approved inquiries are represented in the donut chart.
- Inquiries status by priority
- Counts of inquiries by priority. An inquiry can have Critical, High, Moderate, Low, or Planning priorities.
- Inquiries
- Summarized list of all AI inquiries. It’s filterable based on parameters such as status, priority, and assignment.The essential attributes of inquiries are based on the operational relevance or urgency. Each inquiry entry includes metadata such as:
- Name
- Requested by
- Assigned to
- State
- Priority
- Trends
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Trend-based insights into your inquiry activity across the organization. These visualizations support longitudinal analysis to improve planning and compliance responsiveness.Note:Filters, such as the AI assets and the time range, help you to refine the analytics.Longitudinal analysis refers to the process of analyzing data points across departments, teams, or systems over a period of time.
- Inquiries by business unit: You can see the distribution of inquiries across the various departments or functional areas of your organization. This distribution helps you to identify where most AI-related concerns originate so that you can plan on more targeted risk mitigation or awareness training.
- Open and closed inquiries: You can track the volume of inquiries that are initiated and resolved within a selected time range. This tracking enables you to track how your workflow is performing and to plan for future capacity.
Use the Create inquiry button to initiate a new inquiry. You can make timely reports of AI-related concerns or clarification requests.
The following example shows the Inquiries tab on the AI risk and compliance dashboard.