Service Now Information Technology Services Management System (Service Now ITSM)/ MyIT Service Center

The Federal Aviation Administration (FAA) Office of Information & Technology Services (AIT) uses the Service Now Information Technology System Management (Service Now ITSM) platform as a service (PaaS) to provide IT support services to FAA employees, contractors, and members of the public. Service Now ITSM includes the FAA’s MyIT Service Center, which supports the FAA’s operational mission by enabling the effective use of IT resources, which is consistent with FAA policy pursuant to 49 United States Code (USC) 40101, Policy and 49 USC 322, General Powers. Under the E-Government Act of 2002, the FAA developed this Privacy Impact Assessment (PIA) because the MyIT Service Center collects Personally Identifiable Information (PII) on members of the public, such as pilots or designees who request these IT support services. This PIA addresses only the use case of external individuals seeking IT support services from the FAA.