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