U.S. flag

An official website of the United States government

Government Website

Official websites use .gov
A .gov website belongs to an official government organization in the United States.

Safely connect using HTTPS

Secure .gov websites use HTTPS
A lock () or https:// means you’ve safely connected to the .gov website. Share sensitive information only on official, secure websites.


  1. Home
  2. News
  3. Publication Library
  4. DHS/ICE/PIA-059 Information Technology Service Management - ServiceNow

DHS/ICE/PIA-059 Information Technology Service Management - ServiceNow


The U.S. Immigration and Customs Enforcement (ICE) Office of the Chief Information Officer (OCIO) operates the Information Technology Service Management (ITSM) - ServiceNow enterprise solution (ServiceNow). To better support its mission of streamlining the management of time-sensitive service requests, OCIO implemented a software as a service (SaaS) cloud-based tool that can be customized based on the needs of ICE program offices to provide support to ICE personnel (i.e., employees, contractors) and non-ICE personnel who have access to ICE systems for official business. ICE is publishing this Privacy Impact Assessment (PIA) to provide a thorough analysis of the privacy risks associated with ServiceNow’s collection, use, and maintenance of personally identifiable information (PII). January 2021

Associated SORN(s):

  • DHS/ALL-004 General Information Technology Access Account Records System (GITAARS)
  • DHS/ALL-026 Department of Homeland Security Personnel Identity Verification Management System
  • DHS/ALL-033 Reasonable Accommodations Records System
  • DHS/ICE-011 Criminal Arrest Records and Immigration Enforcement Records (CARIER)
  • DHS/ICE-013 Alien Health Records System
  • OPM/GOVT-1 General Personnel Records
Attachment Ext. Size Date
DHS/ICE/PIA-059 Information Technology Service Management - ServiceNow - January 2020 - Appendix Updated – March 2024 PDF 744.74 KB 11/04/2022
Last Updated: 03/14/2024
Was this page helpful?
This page was not helpful because the content