--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # AI governance # AI governance on the ServiceNow AI Platform {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI governance on the ServiceNow AI Platform As organizations increasingly integrate AI to enhance efficiency and innovation, the ServiceNow AI Platform provides a comprehensive governance framework essential for responsible AI use, regulatory compliance, and alignment with enterprise objectives. This governance framework encompasses policy considerations, defined stakeholder roles, oversight structures, and dedicated tools that collectively manage AI across its full lifecycle. Show full answer Show less ## AI Policy Considerations ServiceNow emphasizes critical policy areas to ensure secure and compliant AI deployment: * **Data Security and Privacy:** Compliance with data classification, encryption, residency, and retention policies; configuration options to mask sensitive data and control sharing with third-party AI models. * **Compliance and Regulations:** Adherence to frameworks such as HIPAA, PCI DSS, GDPR, CCPA, and FedRAMP; managing third-party vendor risks; ensuring logging and traceability; and conducting legal reviews for transparency and control alignment. * **Responsible AI Use:** Enforcing model approval protocols, bias and fairness safeguards, human oversight to augment judgment, and transparency about third-party AI components in documentation. * **Governance and Change Management:** Establishing enterprise-wide guardrails, structured change control, rollout processes, and incident response plans to manage AI risks effectively. ## AI Policy Stakeholders and Governance Structure The governance of AI involves a coordinated effort among key roles and bodies: * **Policy Setters:** CIO/CTO define the AI strategy; CISO sets security standards; CDO oversees ethical data governance; Chief Privacy Officer and legal teams ensure regulatory compliance. * **Internal Governance and Oversight:** An AI Governance Committee and Data Governance Council create and approve AI guardrails and use cases, while AI Stewards monitor responsible AI use, risk management, compliance, and performance optimization. * **Implementation and Operations:** AI admins, platform owners, ServiceNow admins, and AI developers collaboratively deploy, configure, and maintain AI features in line with governance policies to ensure secure and effective AI solutions. ## AI Governance Tools on ServiceNow ServiceNow provides specialized tools to operationalize AI governance: * **AI Control Tower:** Serves as the central hub offering enterprise-wide visibility into AI assets, usage, and compliance status. It automates discovery and inventory of AI components and embeds governance and compliance monitoring. * **AI Admin Hub:** Enables configuration of governance policies, enforcement of data handling and security standards, policy tracking, and collaboration between governance committees and technical teams to ensure smooth policy implementation. ## Practical Benefits for ServiceNow Customers By leveraging the ServiceNow AI Platform's governance framework, customers can confidently deploy AI solutions that meet regulatory requirements, uphold data privacy and security, mitigate risks such as bias, and ensure accountability through structured oversight. The integrated governance roles and tools empower organizations to align AI initiatives with their enterprise goals while maintaining transparency and control throughout AI operations. As organizations increasingly adopt AI to drive efficiency, innovation, and customer experience, AI governance becomes essential to ensure responsible use, regulatory compliance, and alignment with enterprise goals. ServiceNow provides a comprehensive governance framework through key roles and applications that work together to manage AI across its life cycle. ## AI policy considerations {#sn-ai-impl-governance__section_w2c_nny_1hc} The following policy considerations shape how AI is deployed, monitored, and maintained across the enterprise. Data security and privacy : AI systems must comply with strict data handling protocols to protect sensitive information. This includes the following: * Data classification rules for personally identifiable information, protected health information, and financial data. * Encryption standards for data in transit and at rest. * Data residency and sovereignty restrictions, which determine where data can be stored and processed. * Retention and deletion policies that govern how long data is kept and when it must be purged. {#sn-ai-impl-governance__ul_hmk_tny_1hc} Admins can configure Data Privacy to mask sensitive fields and control what is shared with third-party models. For details, see [Data Privacy for ServiceNow Otto](https://www.servicenow.com/docs/access?context=now-assist-for-data-privacy-landing&version=australia&pubname=australia-platform-security&ft:locale=en-US). Compliance and regulations : AI deployments must adhere to a range of regulatory frameworks, including: * HIPAA, PCI DSS, GDPR, CCPA, and FedRAMP, depending on the industry and geography. * Third-party/vendor risk management, especially when external models or services are used. * Logging and traceability requirements help ensure accountability in AI decisions. {#sn-ai-impl-governance__ul_qm2_k4y_1hc} Legal reviews are often required before publishing documentation or releasing features, particularly when consolidating overlapping control objectives or addressing model transparency. Responsible AI use : To ensure ethical and effective AI, organizations should enforce the following: * Model approval and usage guidelines, including naming conventions and branding policies for AI agents. * Bias and fairness safeguards, with AI Stewards evaluating risks like hallucination or exposure of sensitive data. * Human oversight requirements, ensuring AI augments rather than replaces human judgment. * Transparency obligations, such as disclosing the use of third-party models like Azure OpenAI in product documentation. {#sn-ai-impl-governance__ul_lry_3wy_1hc} Governance and change management : AI governance is supported by structured oversight and change control processes: * Definition, review, and approval of enterprise-wide guardrails and new use cases. * Change control and rollout processes ensure that AI features are deployed safely and predictably. * Incident response and escalation plans are in place to address issues such as data breaches or model failures. {#sn-ai-impl-governance__ul_yjh_jxy_1hc} ## AI policy stakeholders {#sn-ai-impl-governance__section_chj_f3y_1hc} The following groups set and execute AI policy in an organization: Policy setters : The Chief Information Officer (CIO) or Chief Technology Officer (CTO) sets the overall technology strategy, ensuring AI initiatives align with enterprise architecture and innovation goals. The Chief Information Security Officer (CISO) establishes data security and encryption standards to safeguard sensitive information across AI workflows. The Chief Data Officer (CDO) oversees data usage and governance, ensuring that AI systems handle data ethically and in accordance with organizational policies. Meanwhile, the Chief Privacy Officer and legal teams are responsible for regulatory compliance, ensuring that AI deployments meet requirements such as GDPR, HIPAA, and other jurisdictional or industry-specific standards. Together, these leaders form the foundation of AI governance, guiding implementation teams and administrators in deploying AI responsibly and securely. Internal governance and oversight : Governance and oversight of AI is led by structured groups that define and enforce responsible use. An AI Governance Committee and Data Governance Council set enterprise-wide guardrails for AI, including standards for privacy, fairness, and compliance, and are responsible for reviewing and approving new AI use cases. Supporting these bodies, the AI Steward ensures that AI is used responsibly across workflows, overseeing data quality, managing risks such as bias or data exposure, and monitoring adherence to regulatory requirements. Additionally, AI Stewards monitor regulatory compliance, assess performance and user feedback, and work with admins and developers to optimize AI automation while minimizing risk. Implementation and operations : Implementation and operations teams are responsible for securely deploying and managing AI features in alignment with governance policies. The AI admin configures and manages AI capabilities, ensuring that AI features are properly mapped to workflows and governed according to enterprise standards. Platform owners and ServiceNow admins oversee the deployment process, making sure that all configurations comply with established policies and technical requirements. Meanwhile, AI developers build, extend, and integrate AI features into business workflows, working closely with admins and platform teams to deliver scalable, compliant, and effective AI solutions. Together, these roles translate governance policies into secure, functional AI implementations. For more information about AI governance user roles, see [Assign the data steward role](https://www.servicenow.com/docs/OTAQPGgXipMYQXN7Mebxzw "Select a data steward to make decisions about data sharing with ServiceNow in Now Assist applications."). For more resources about AI governance, see the following Best Practices topics: * [AI Governance White Paper](https://mynow.servicenow.com/now/best-practices/assets/ai-governance-white-paper) * [Technical Governance Foundation Template](https://mynow.servicenow.com/now/best-practices/assets/technical-governance-foundation-template) * [Governance in operational phase: Roles and responsibilities](https://mynow.servicenow.com/now/best-practices/assets/governance-in-operational-phase-roles-and-responsibilities) {#sn-ai-impl-governance__ul_wwz_znv_bhc} ## AI governance tools {#sn-ai-impl-governance__section_r51_ghy_1hc} ServiceNow Otto governance is specified in the following tools: AI Control Tower : The AI Control Tower functions as the central hub for AI strategy, governance, and analytics within the platform. It offers enterprise-wide visibility into AI assets, usage patterns, and compliance status, enabling organizations to maintain oversight and accountability. Through automated discovery and inventory of approved AI assets, it streamlines asset management while embedding governance checks and compliance alerts to ensure that all AI deployments remain secure and aligned with organizational policies. : For more information, see [AI Control Tower](https://www.servicenow.com/docs/m6pDBwlqX3b43m_SnBbhCg "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower."). AI Admin Hub : The AI Admin Hub is key to managing AI governance by configuring policies, enforcing data handling rules, and ensuring compliance with security and privacy standards. Admins oversee provider policies at the skill level, track usage analytics like success rates and adoption, and collaborate with AI stewards and business SMEs to align AI with organizational goals. They also connect governance committees with technical teams to support smooth policy execution. : For more information, see [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/BrmFVIgT_98Gz8zdKst5Pw "The Overview tab of the AI Admin Hub console provides information about available AI plugins and skills at a glance. Learn what skills are in use and what skills you can activate.").