AI cases tab in AI Control Tower

  • Release version: Yokohama
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of AI cases tab in AI Control Tower

    The AI cases tab within the AI Control Tower's AI risk and compliance dashboard offers ServiceNow customers a comprehensive tool to track, monitor, and analyze AI-related case workflows. It helps identify workflow bottlenecks, manage AI risks, ensure compliance, and maintain governance enforcement. The dashboard is designed for AI stewards and analysts to oversee AI case progress, accountability, and resolution efficiently.

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    AI Cases Management

    This tab provides key metrics and trends about AI cases, including:

    • Case Status by State: Visualizes AI cases distributed by their lifecycle or workflow state.
    • Case Status by Priority: Categorizes AI cases by priority levels such as Critical, High, Moderate, Low, and Planning.
    • Case Listings: Summarizes AI cases by categories like All, Overdue, Due in 7 days, and Unassigned, with detailed attributes (Name, Sub-type, Analyst, Priority, State) in a list view.
    • Trends: Displays historical data and visual patterns by case subtype, business unit, location, or primary cause, enabling contextual insight and pattern recognition.
    • Open and Closed Cases: Shows case resolution trends over the past year, including total cases created, closed, average closure time, peak volumes, and efficiency improvements.
    • Task and Issue Tracking: Monitors tasks and issues linked to AI cases, indicating their status (Overdue, Due soon, Unassigned) and progress (Draft, Work in Progress, New, Review, Responds).

    The tab includes actionable features such as the Create AI case button to initiate new cases for documenting and investigating AI risks and compliance concerns, and the Create issue button for related issues.

    Inquiries Management

    The Inquiries tab supports tracking the AI inquiry workflow with similar structured insights:

    • Inquiry Status by State: Displays counts of inquiries by states like New, Triage, In progress, and Approved.
    • Inquiry Status by Priority: Categorizes inquiries by priority levels to highlight operational urgency.
    • Inquiry Listings: Summarizes inquiries with filterable views based on status, priority, and assignment, displaying metadata such as requester, assignee, state, and priority.
    • Trend Analysis: Provides longitudinal insights across business units and time ranges to identify origins of AI concerns and support targeted risk mitigation or training.
    • Open and Closed Inquiries: Tracks inquiry volumes over time to assess workflow performance and plan resource capacity.

    The Create inquiry button enables users to report AI concerns or requests for clarification promptly.

    Benefits for ServiceNow Customers

    • Gain real-time visibility into AI risk and compliance cases and inquiries with detailed status, priority, and trend analytics.
    • Identify bottlenecks and improve AI case resolution efficiency through historical trend tracking and task monitoring.
    • Enhance governance by assigning accountability, tracking progress, and enforcing compliance workflows.
    • Support proactive risk management by targeting training and mitigation efforts based on business unit and issue analysis.
    • Streamline reporting and investigation of AI-related issues directly from the dashboard.

    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.

    • 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.

    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.

    Figure 1. AI cases tab on the AI risk and compliance dashboard
    AI cases tab on the AI risk and compliance dashboard. See the text in the previous section for descriptions of the different widgets on the 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
    Trend-based insights into your inquiry activity across the organization. These visualizations support longitudinal analysis to improve planning and compliance responsiveness.
    Note:
    Longitudinal analysis refers to the process of analyzing data points across departments, teams, or systems over a period of time.
    Filters, such as the AI assets and the time range, help you to refine the analytics.
    • 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.

    Figure 2. Inquiries tab on the AI risk and compliance dashboard
    Inquiries tab on the AI risk and compliance dashboard. See the text in the previous section for descriptions of the different widgets on the dashboard.

    For more information, see AI Risk and Compliance documentation.