Responsible AI Guidelines 2024 Table of Contents Introduction 3 About this Handbook 4 Our AI Vision Our AI Mission Our Four Principles of Responsible AI 8 Human-Centered AI Assessments 12 Empower Personas in the AI Lifecycle Responsible/Human-Centered AI Assessments Human Collaboration, Feedback, and Oversight Human Collaboration, Feedback, and Oversight Assessment Inclusive 20 Accessibility and Diversity Evaluation for Inclusivity & Bias Assessment Transparent 24 Prioritize transparency, traceability, and contestability Resources Transparency, Interpretability & Contestability Assessment Accountable 28 Accountability Statement Mitigate Undesired Behaviors and Outcomes Checklist Understanding the Potential Benefits and Harms of AI Exploring impact, risks, opportunities, and trade-offs behind each AI Solution Set Realistic Expectations Realistic Expectations Assessment Continuous Risk Monitoring and Mitigation Evaluate Early and Often Evaluation Assessment Data Considerations Social and Environmental Impact Social and Environmental Impact Assessment The ServiceNow Responsibility Closing Statement 43 Introduction In the realm of AI, user experience design and research are not merely steps in the process—they are the keystones of innovation. By grounding AI development in the richness of human diversity and real-world complexity, we ensure technology serves us with relevance and humanity. Human-centered AI is the development and deployment of AI systems that prioritize human needs, values, and well-being. This approach involves designing AI systems that are transparent, responsible, and auditable. Ultimately, human-centered AI aims to create technology that serves humanity and aligns with our aspirations, goals, and values. This guidebook serves as a primer for anyone using or working with ServiceNow’s AI technology in their careers or businesses. Readers will learn practical guidance and valuable information on ways to navigate using AI responsibly. It underscores the need for AI systems that prioritize human needs, values, and well-being, advocating for technology that respects and enhances the human experience. ServiceNow’s Code of Ethics ServiceNow’s Human Rights Statement ServiceNow Trust and Compliance Center 3 About this Handbook Practical guidance and decision-making tools People who use ServiceNow’s AI technology To create a better world of work through the appropriate and responsible use of AI Best practices advocate for regular assessments What For Why When This initiative represents our continued dedication to offer practical guidance and consistent decision- making tools to all individuals involved in building, configuring, and consuming ServiceNow’s AI-driven products and features.  Familiarizing yourself with the content in this handbook is strongly encouraged if you are contributing to an AI-driven product experience or considering incorporating AI into your work. Resource: NIST AI RISK MANAGEMENT FRAMEWORK LINK 4 As a note, we are using “AI” as a large bucket term that falls across the spectrum and includes various forms of AI including machine learning, generative AI, and LLMs (large language models).   While this latest version of the Responsible AI Handbook is designed to provide immediate value, we acknowledge that there is ongoing work to be done. This is not an exhaustive set of guidelines and principles and much of it is aspirational, because there are aspects of technology and building responsible AI that is ongoing, in research and development. As our products evolve, technology improves, and the market shifts, we will continue to iterate, and release updated revisions of this handbook. We have also included worksheets with key questions for each section to help guide meaningful discussions and decision-making within your company and teams.   5 Our AI vision As we look toward the future, we envision a world where ServiceNow products leverage AI in meaningful ways to drive better outcomes for our customers.