PRIVACY IMPACT ASSESSMENT (PIA) SUMMARY

System Name: ServiceNow
Managing Office: Information Technology Service Management (ITSM)
Date PIA Completed: August 28, 2018

OVERVIEW

ServiceNow – Core modules:

Information Technology Service Management (ITSM) at USAID directly supports the Agency’s strategic goals by strengthening, monitoring, evaluating, and increasing transparency, with the goal of improving decision making at all levels within the Agency.

ITSM furthers the decision-making process by obtaining, analyzing, using and sharing meaningful information about program performance and impact to the Agency mission. Specific to the Information Technology (IT) organization, ITSM directly supports the Agency’s Strategic Plan, Target Architecture, and Enterprise Transition Roadmap. This is part of an overall project to transition USAID to a cloud-based ITSM solution that more efficiently allows USAID to complete their current and future goals.

ServiceNow – HCTM Module

The Office of Human Capital and Talent Management (HCTM) strives to find, develop and retain the best people to work at USAID. HCTM handles all aspects of personnel activities, from recruitment and workforce planning to policy development, assignment evaluation, promotion, discipline, career development, and retirement policies and programs for USAID’s Foreign and Civil Service employees.

The Office of Workforce Planning, Policy, and Systems Management (PPSM) within HCTM is responsible for coordinating interdisciplinary teams to launch key initiatives within HCTM, including supporting continuous process improvement efforts and ensuring that special projects are effectively coordinated and managed to meet Agency requirements.

The Systems Management division within PPSM leads strategic planning as it relates to HCTM’s automated personnel systems. The Division develops, administers, and oversees automated personnel systems and procedures. The Division also coordinates with other Agency operating units, on matters involving the automated personnel systems. This Division provides systems management, systems education, systems integration support, as well as Information Management (IM) and IT Knowledge Management.