Holding AI accountable

Without value measurement, AI is just an interesting and expensive science experiment. As companies acquire more AI products and develop more AI and machine learning (ML) models, they face an increasing need to govern and monitor these assets to assess and maximize return on investment (ROI).

At ServiceNow, we found ourselves in this position. We embraced the power of AI, and our departments built and deployed their own AI agents to accelerate outcomes across the enterprise.

AI requires massive amounts of data, computing power, development, maintenance, and compliance with regulations. Across departments and teams, we found it difficult to track and assess our models effectively.

We needed a cohesive strategy to centralize the visibility of our processes and fully harness AI’s transformative potential. Only then could we maximize our AI innovations and maintain a competitive edge. So, our teams created AI Dashboard.

What is AI Dashboard?

AI Dashboard is a comprehensive AI asset registry and lifecycle management system that assesses the value of AI models from a single dashboard across our entire AI asset portfolio. It helps us:

• Track and organize AI models from their inception to retirement
• Prioritize privacy, security, and legal compliance while significantly enhancing risk controls
• Ensure complete visibility into enterprise AI/ML operations with minimal intervention
• Measure the value and risk of our applications for the security of our assets on the ServiceNow Platform

Leaders can evaluate assets against overall AI ROI, helping them decide which use cases are ready for deployment and which require revaluation. Every application provides a consolidated view with drill-down metrics for performance and adoption, offering a readily available audit trail for compliance and quality checks.

Additionally, as AI models are built from complex data sets that change over time, AI Dashboard is a unified single source to track asset ownership for all businesses and product owners.

Putting visibility into practice

AI Dashboard increases visibility through four main use cases.

1. AI registry and lifecycle

AI Dashboard is essential for the efficient, compliant, and value-driven deployment of AI across our organization. It provides a centralized registry for AI models. This helps ensure visibility into their purpose, ownership, and deployment status while standardizing lifecycle processes from development to retirement to enhance efficiency.

2. AI risk and governance

For governance and risk management, AI Dashboard establishes policies and guardrails to mitigate risks, such as bias, security threats, and regulatory noncompliance. Enforcing accountability through monitoring and auditing capabilities ensures AI models adhere to ethical and legal standards.

3. Operations for AI

AI Dashboard continuously tracks performance against predefined regulatory requirements, reducing exposure to compliance risks. It enables proactive anomaly detection and policy enforcement to maintain operational integrity.

4. AI value management

To maximize value realization, AI Dashboard measures an AI asset’s business impact through key performance indicators and performance analytics for alignment with organizational objectives. By facilitating optimization and continuous improvement, the application drives ROI and provides a competitive advantage in AI-driven initiatives.

Unifying AI asset lifecycle management, oversight

AI asset management doesn’t just happen after deployment. It occurs at every stage of the AI asset lifecycle. AI Dashboard ensures this. It provides a healthy pipeline of ideas and demand, proper registration of model metadata, adherence to compliance regulations during development, transparent communication workflows for our engineers, and continuous monitoring of value for stakeholders and leadership.

By connecting our AI strategy, technology, security, and compliance to a single source of truth on the ServiceNow Platform, we can:

• Instantly deliver value to stakeholders and leadership
• Achieve better operational oversight for our security teams
• Streamline the lifecycle development process for our AI/ML engineers

Implementing AI Dashboard has empowered our teams to make data-driven decisions that enhance AI performance and drive ROI. As AI continues to evolve, having a centralized, measurable approach will be critical to maintaining compliance, improving accuracy, and optimizing outcomes for our business.

Find out how ServiceNow can help you put AI to work for people.