AI cases tab

  • Release version: Zurich
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of AI cases tab

    The AI cases tab in the AI risk and compliance dashboard is designed for ServiceNow customers to effectively track, monitor, and analyze AI-related cases and inquiries. This tool helps identify workflow bottlenecks, monitor accountability, and manage AI risks and compliance within your organization. It provides insights at both case and task levels, enabling AI stewards and analysts to report, investigate, and resolve AI governance issues efficiently.

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    AI Cases Management

    • Case Tracking: View key metrics, trends, and actionable tasks related to AI risks, compliance tracking, and governance enforcement.
    • Status and Priority Widgets: Monitor cases by lifecycle state and priority levels (Critical to Planning) to prioritize and manage workload effectively.
    • Case Summaries: Filter cases by overdue, due soon, unassigned, and other attributes for streamlined case management.
    • Trend Analysis: Analyze historical data on case volumes, resolution times, and patterns by subtype, business unit, or location to improve operational efficiency.
    • Task and Issue Tracking: Track overdue, upcoming, and unassigned tasks along with linked issues to maintain accountability and progress.
    • Case Creation: Initiate new AI cases or related issues directly from the dashboard to document and address AI model or dataset concerns.

    Note: Dashboard data reflects only Managed AI assets; unmanaged assets remain visible elsewhere but are excluded from metrics and summaries. AI stewards can manage asset status.

    Inquiries Workflow

    • Inquiry Status and Priority: Monitor inquiries by state (New, Triage, In Progress, Approved) and priority to assess workflow urgency.
    • Inquiry Listings: Filter inquiries by status, priority, and assignment with essential metadata like requester and assignee to streamline management.
    • Trend Insights: Perform longitudinal analysis across departments or time to understand inquiry patterns and improve compliance responsiveness.
    • Business Unit Distribution: Identify departments generating most AI-related inquiries to target risk mitigation and training efforts.
    • Open and Closed Inquiry Tracking: Monitor inquiry volumes over time to evaluate workflow performance and plan capacity.
    • Inquiry Creation: Easily create new inquiries to report AI concerns or request clarifications promptly.

    Practical Benefits for ServiceNow Customers

    • Gain comprehensive visibility into AI-related risks and governance activities through centralized dashboards.
    • Improve case and inquiry resolution efficiency with real-time tracking and historical trend analysis.
    • Enhance accountability with detailed task and issue management tied to AI governance processes.
    • Enable proactive risk mitigation and compliance by understanding where AI concerns originate within your organization.
    • Streamline reporting and investigation workflows directly from the dashboard with easy creation of cases and inquiries.

    Track, monitor, and analyze your AI case workflows, identify your workflow bottlenecks, and monitor 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.

    Note:
    Dashboards in the AI Risk and Compliance Workspace (Risk and Compliance, Operations, and AI Cases) display data for Managed AI assets only. AI assets that are marked as Unmanaged are excluded from dashboard widgets, metrics, and summary counts, but remain visible in inventory and list views. If you have the AI steward [sn_ai_governance_ai_steward] role, you can mark assets as Managed or Unmanaged. For more information, see .

    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 life cycle 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 aren’t 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.