Use Case:

At present, the capabilities of Now Assist, Gen AI are extensively utilized within the business environment. Nevertheless, Personal Identification Information (PII) is present in the operational ticket. When I employ the aforementioned capabilities, it is imperative that this information does not leave the platform. What is the best approach to manage this situation?

Solution:

ServiceNow recognizes this scenario and offers a configurable solution known as 'Data Privacy'. To implement this solution, what requirements must be met?

1. Role : Assign the Elevate role to the user, such as 'data_privacy_admin'.

2.Skill : The 'Regular Expression' skill is necessary to identify patterns such as Email Address, Age, CVV, Passport, Credit Card Number, etc.

3. Plugin : Activate the 'Data Privacy' feature through your ServiceNow Store.

a) Data Privacy - ServiceNow Storestore.servicenow.com

The Data Privacy Store Application contains the Classification and Anonymization portion of the overall solution.

b) Data Discovery - ServiceNow Storestore.servicenow.com

The Data Discovery Store Application contains the Data Discovery portion of the overall solution.

4. Configuration : Determine the order in which to configure the form and identify the key items that should be considered and mapped. The configurations will be carried out using the options listed in the left navigation pane below.

Step 4.1 | Privacy Technique Configuration : Set up the 'Privacy Technique Configuration' within the 'dp_technique_with_params' table. This section clarifies the range for masking and specifies the masking symbol to be utilized. Primarily, the 'Privacy Technique' will be implemented. There are out-of-the-box (OOB) options available; please create according to your specific needs.

Step 4.2 | Data Pattern Configuration : Develop a 'Data Pattern' according to your specifications. In this context, proficiency in regular expressions is essential. You should formulate the regular expression based on the PII information and associate it with the 'Privacy Technique Configuration' (as outlined in Step-1). Once you have defined the regular expression, you can test and refine it according to the requirements on the same page. Finally, activate the pattern and publish it.

Step 4.3 | Data Channel & Privacy Configuration : Set up the 'Privacy Advanced Configuration'. In this step, you will determine which data channels, such as Now Assist, Virtual Agent, Data Kit, or Data Extraction, the data privacy applies to. Choose the necessary options according to your needs. Lastly, integrate the 'Data Pattern' into this 'Privacy Advanced Configuration' (which corresponds to the mappings highlighted in steps 1 and 2).

Step 4.4 | Configure Data Classification & Analymization :

Classification: This setup enables the categorization of data according to tables and fields.

Analymization: Extract the pattern and associate them with the 'Privacy Technique Configuration' (this pertains to Step-2 and Mapping in this context).

Regards,

Suresh.