AI cases tab in AI Control Tower

  • Release version: Australia
  • Updated May 28, 2026
  • 5 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 enables ServiceNow customers to track, monitor, and analyze AI-related case workflows and inquiries. This functionality helps organizations identify workflow bottlenecks, track accountability, and manage AI risks effectively. Key stakeholders such as AI stewards and AI analysts can use the dashboard to report violations, investigate issues, and ensure governance compliance.

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    AI Cases Features

    • Case Tracking and Insights: View AI cases by lifecycle state, priority (Critical to Planning), and status (Overdue, Due soon, Unassigned). Each case includes attributes like Name, Sub-type, Analyst, Priority, and State, enabling detailed tracking and accountability.
    • Trend Analysis: Analyze historical patterns of AI cases by subtype, business unit, location, or primary cause to identify recurring issues. Review open versus closed case trends over 12 months to evaluate resolution efficiency and volume fluctuations.
    • Task and Issue Monitoring: Track action tasks and issues linked to AI cases by status, such as Overdue or In Progress, ensuring timely follow-up and resolution.
    • Case and Issue Creation: Create new AI cases or related issues directly from the dashboard in both the AI Control Tower Workspace and the AI Risk and Compliance Workspace, facilitating documentation and investigation of AI risks or compliance concerns.
    • Anonymous Reporting: Employees can report AI-related concerns anonymously via the Employee Center, encouraging confidential issue reporting and compliance.

    Inquiries Management

    • Inquiry Workflow Tracking: Monitor AI inquiries by state (New, Triage, In Progress, Approved) and priority, with a summarized and filterable list for operational oversight.
    • Trend Insights: Use longitudinal analysis to evaluate inquiry activities across departments and time, aiding in risk assessment and resource planning.
    • Business Unit Distribution: Identify departments generating the most AI inquiries to target mitigation and training efforts effectively.
    • Inquiry Creation: Initiate new AI inquiries promptly to report concerns or request clarifications, ensuring timely compliance and governance response.

    Practical Benefits for ServiceNow Customers

    This integrated dashboard empowers organizations to maintain comprehensive visibility over AI-related risks, cases, and inquiries. By providing actionable metrics, trend analysis, and workflow tracking, customers can improve governance enforcement, ensure accountability, and enhance compliance responsiveness. The ability to create cases and issues directly from the dashboard streamlines risk management processes, while anonymous reporting encourages transparency and early issue detection.

    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.

    You can create AI cases and issues from the AI cases tab in both the AI Control Tower Workspace and the AI Risk and Compliance Workspace. The Create AI case button lets you initiate a new AI case record directly from the monitoring dashboard. Use this option to document, investigate, or track issues, risks, or compliance concerns related to AI models or datasets. Select the dropdown arrow next to Create AI case, and then select Create issue to create an issue related to an existing AI case.

    You can also submit AI cases anonymously through the Employee Center. A Visit Anonymous Reporting card is available in the Support resources section of the AI assets page in the Employee Center, enabling users to report AI-related concerns without disclosing their identity. For more information, see Report an AI case anonymously and Follow up on a report from the Anonymous Reporting Center.

    For more information, see Create an AI case in the AI Risk and Compliance workspace and Create an AI issue in the AI Risk and Compliance workspace.

    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 inquiry.

    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.