PRIVACY IMPACT ASSESSMENT (PIA)

PRESCRIBING AUTHORITY: DoD Instruction 5400.16, "DoD Privacy Impact Assessment (PIA) Guidance". Complete this form for Department of Defense

(DoD) information systems or electronic collections of information (referred to as an "electronic collection" for the purpose of this form) that collect, maintain, use,

and/or disseminate personally identifiable information (PII) about members of the public, Federal employees, contractors, or foreign nationals employed at U.S.

military facilities internationally. In the case where no PII is collected, the PIA will serve as a conclusive determination that privacy requirements do not apply to

system.

1. DOD INFORMATION SYSTEM/ELECTRONIC COLLECTION NAME:

Complex Tools - ServiceNow (CT-S)

2. DOD COMPONENT NAME: 3. PIA APPROVAL DATE:

Defense Information Systems Agency 01/29/24

SECTION 1: PII DESCRIPTION SUMMARY (FOR PUBLIC RELEASE)

a. The PII is: (Check one. Note: Federal contractors, military family members, and foreign nationals are included in general public.)

From members of the general public From Federal employees

from both members of the general public and Federal employees Not Collected (if checked proceed to Section 4)

b. The PII is in a: (Check one.)

New DoD Information System New Electronic Collection

Existing DoD Information System Existing Electronic Collection

Significantly Modified DoD Information System

c. Describe the purpose of this DoD information system or electronic collection and describe the types of personal information about individuals

collected in the system.

CT-S is the new, next-generation Contractor Provided Solution (CPS) built to manage and track technical issues, service requests and

Mission Partner engagement including:

- Managing the creation, execution, and resolution of incidents, changes, problems, and outages affecting the Defense Information Systems

Network (DISN).

- Managing the creation, maintenance, and retirement of knowledge articles related to the DISN.

- Managing the documentation and tracking of configuration items (CIs) existing within the DISN.

The primary goal of the CT-S system is to modernize the capabilities currently supported by and ultimately replace the following legacy

systems:

- Global Trouble Management System (GTMS)

- World Wide Online System (WWOLS)

- Network Change and Configuration Management - Replacement (NCCM-R)

- MetaSolv Solution (MSS)

CT-S uses PKI enabled single sign-on authentication services for user authentication.

The types of PII collected are as follows: DoD ID Number (EDPI number), Name(s), Home/Cell phone, Work Email Address, Official Duty

Telephone phone, Position/Title, Official Duty Address, and Rank/Grade is retained within the system for the creation of the accounts and

cloud portfolios.

d. Why is the PII collected and/or what is the intended use of the PII? (e.g., verification, identification, authentication, data matching, mission-related use,

administrative use)

Authentication: CT-S will leverage a simple assertion markup language (SAML) integration with the Enterprise Identity, Credential, and

Access Management (ICAM) system in order to provide a single sign-on capability. When users navigate to the CT-S website, they will be

redirected to the ICAM log-in page where they will select their certificate for authentication. The details of this certificate will be matched

against records within the ICAM solution. A response with user attributes, including the Common Name (CN) of the certificate, which

includes the user's DoD ID Number, will then be sent from the ICAM system to the CT-S system. The CN that is returned will then be

compared against CNs stored within the CT-S system to validate the associated user profile and grant the necessary/correct access to the

CT-S system.

Customer Records: CT-S will leverage a lightweight directory access protocol (LDAP) integration with the ICAM system in order to

download and store customer records containing PII contact information. These customer records will be used to identify customers when

DD FORM 2930, JUN 2017 PREVIOUS EDITION IS OBSOLETE. Page 1 of 9
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

incidents, changes, requests, etc., thereby giving the fulfiller of the associated actions the necessary information to coordinate those actions

with the affected customer(s).

e. Do individuals have the opportunity to object to the collection of their PII? Yes No

(1) If "Yes," describe the method by which individuals can object to the collection of PII.

(2) If "No," state the reason why individuals cannot object to the collection of PII.

Individuals can object to the collection of their PII by not completing and submitting the information required.

f. Do individuals have the opportunity to consent to the specific uses of their PII? Yes No

(1) If "Yes," describe the method by which individuals can give or withhold their consent.

(2) If "No," state the reason why individuals cannot give or withhold their consent.

Individuals can object to the specific uses of their PII by not completing and submitting the information required.

g. When an individual is asked to provide PII, a Privacy Act Statement (PAS) and/or a Privacy Advisory must be provided. (Check as appropriate and

provide the actual wording.)

Privacy Act Statement Privacy Advisory Not Applicable

You are accessing a U.S. Government (USG) Information System (IS) that is provided for USG-authorized use only.

By using this IS (which includes any device attached to this IS), you consent to the following conditions:

The USG routinely intercepts and monitors communications on this IS for purposes including, but not limited to, penetration testing,

COMSEC monitoring, network operations and defense, personnel misconduct (PM), law enforcement (LE), and counterintelligence (CI)

investigations.

At any time, the USG may inspect and seize data stored on this IS.

Communications using, or data stored on, this IS are not private, are subject to routine monitoring, interception, and search, and may be

disclosed or used for any USG-authorized purpose.

This IS includes security measures (e.g., authentication and access controls) to protect USG interests--not for your personal benefit or

privacy.

Notwithstanding the above, using this IS does not constitute consent to PM, LE or CI investigative searching or monitoring of the content of

privileged communications, or work product, related to personal representation or services by attorneys, psychotherapists, or clergy, and

their assistants. Such communications and work product are private and confidential. See User Agreement for details.

h. With whom will the PII be shared through data/system exchange, both within your DoD Component and outside your Component?

(Check all that apply)

Within the DoD Component Specify. DISA

Other DoD Components (i.e. Army, Navy, Air Force) Specify. All DoD Components

Other Federal Agencies (i.e. Veteran’s Affairs, Energy, State) Specify. All Federal Agencies

State and Local Agencies Specify.

Contractor (Name of contractor and describe the language in

the contract that safeguards PII. Include whether FAR privacy

clauses, i.e., 52.224-1, Privacy Act Notification, 52.224-2,

Privacy Act, and FAR 39.105 are included in the contract.)

Specify.

Other (e.g., commercial providers, colleges). Specify.

i. Source of the PII collected is: (Check all that apply and list all information systems if applicable)

Individuals Databases

Existing DoD Information Systems Commercial Systems

Other Federal Information Systems

Enterprise Identity, Credential, and Access Management (ICAM)

j. How will the information be collected? (Check all that apply and list all Official Form Numbers if applicable)

E-mail Official Form (Enter Form Number(s) in the box below)

DD FORM 2930, JUN 2017 PREVIOUS EDITION IS OBSOLETE. Page 2 of 9
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

In-Person Contact Paper

Fax Telephone Interview

Information Sharing - System to System Website/E-Form

Other (If Other, enter the information in the box below)

Enterprise Identity, Credential, and Access Management (ICAM)

k. Does this DoD Information system or electronic collection require a Privacy Act System of Records Notice (SORN)?

A Privacy Act SORN is required if the information system or electronic collection contains information about U.S. citizens or lawful permanent U.S. residents that

is retrieved by name or other unique identifier. PIA and Privacy Act SORN information must be consistent.

Yes No

If "Yes," enter SORN System Identifier DoD–0015

SORN Identifier, not the Federal Register (FR) Citation. Consult the DoD Component Privacy Office for additional information or http://dpcld.defense.gov/

Privacy/SORNs/

or

If a SORN has not yet been published in the Federal Register, enter date of submission for approval to Defense Privacy, Civil Liberties, and Transparency

Division (DPCLTD). Consult the DoD Component Privacy Office for this date

If "No," explain why the SORN is not required in accordance with DoD Regulation 5400.11-R: Department of Defense Privacy Program.

l. What is the National Archives and Records Administration (NARA) approved, pending or general records schedule (GRS) disposition authority

for the system or for the records maintained in the system?

(1) NARA Job Number or General Records Schedule Authority. GRS 5.8 (DAA-GRS-2017-0001- 0001)

(2) If pending, provide the date the SF-115 was submitted to NARA.

(3) Retention Instructions.

Temporary. Destroy 1 year after resolved, or when no longer needed for business use, whichever is appropriate.

m. What is the authority to collect information? A Federal law or Executive Order must authorize the collection and maintenance of a system of

records. For PII not collected or maintained in a system of records, the collection or maintenance of the PII must be necessary to discharge the

requirements of a statue or Executive Order.

(1) If this system has a Privacy Act SORN, the authorities in this PIA and the existing Privacy Act SORN should be similar.

(2) If a SORN does not apply, cite the authority for this DoD information system or electronic collection to collect, use, maintain and/or disseminate PII.

(If multiple authorities are cited, provide all that apply).

(a) Cite the specific provisions of the statute and/or EO that authorizes the operation of the system and the collection of PII.

(b) If direct statutory authority or an Executive Order does not exist, indirect statutory authority may be cited if the authority requires the

operation or administration of a program, the execution of which will require the collection and maintenance of a system of records.

(c) If direct or indirect authority does not exist, DoD Components can use their general statutory grants of authority (“internal housekeeping”) as

the primary authority. The requirement, directive, or instruction implementing the statute within the DoD Component must be identified.

The following authority allows Complex Tools - ServiceNow (CT-S) to collect the data:

5 U.S. Code § 301 - Departmental regulations

10 U.S.C Chapter 8; 000 Directive 5105.19 Defense Information Systems Agency (DISA)

DoD Directive 1000.25, DoD Personal Identity Protection (PIP) Program

DoD Enterprise User Data Management Plan for Persons and Personas

E-Government Act of 2002 (Public Law 107-347, section 208)

n. Does this DoD information system or electronic collection have an active and approved Office of Management and Budget (OMB) Control

Number?

Contact the Component Information Management Control Officer or DoD Clearance Officer for this information. This number indicates OMB approval to

collect data from 10 or more members of the public in a 12-month period regardless of form or format.

DD FORM 2930, JUN 2017 PREVIOUS EDITION IS OBSOLETE. Page 3 of 9
 

 

 

 

 

 

Yes No Pending

(1) If "Yes," list all applicable OMB Control Numbers, collection titles, and expiration dates.

(2) If "No," explain why OMB approval is not required in accordance with DoD Manual 8910.01, Volume 2, " DoD Information Collections Manual:

Procedures for DoD Public Information Collections.”

(3) If "Pending," provide the date for the 60 and/or 30 day notice and the Federal Register citation.

OMB Control Number: 0704-0415; Expiration Date: None

DD FORM 2930, JUN 2017 PREVIOUS EDITION IS OBSOLETE. Page 4 of 9