Notice2026-06607
Privacy Act of 1974; System of Records
Primary source
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Published
April 6, 2026
Issuing agencies
Housing and Urban Development Department
Abstract
Pursuant to the provisions of the Privacy Act of 1974, as amended, the Department of Housing and Urban Development (HUD), Office of Chief Information Officer (OCIO) and Infrastructure and Operations (IOO) is issuing a public notice of its intent to establish a Privacy Act System of Records Notice (SORN) titled "ServiceNow (SerNow)." ServiceNow (SerNow) includes core components and related modules that work together to support key HUD operations. It facilitates helpdesk operations, Information Technology (IT) management, software and asset tracking, facilities management operations, Human Resources activities, and limited financial planning functions. HUD utilizes multiple ServiceNow instances, with distinct environments tailored to specific purposes such as development, testing, and production, each of which maintains detailed information regarding users and network objects. This structure makes it easier for employees to efficiently locate and utilize required resources while ensuring system integrity across operations. ServiceNow collects and processes information from users either through submitted forms, internal workflows, or integrated systems via structured data repositories. The information maintained within ServiceNow is sourced from HUD systems such as Active Directory (AD)/LAN File Server (LFS), and Digital Identity and Access Management System (DIAMS).
Full Text
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<title>Federal Register, Volume 91 Issue 65 (Monday, April 6, 2026)</title>
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[Federal Register Volume 91, Number 65 (Monday, April 6, 2026)]
[Notices]
[Pages 17292-17295]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2026-06607]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7106-N-14]
Privacy Act of 1974; System of Records
AGENCY: Office of Chief Information Officer (OCIO), and Infrastructure
and Operations (IOO), HUD.
ACTION: Notice of a new system of records.
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SUMMARY: Pursuant to the provisions of the Privacy Act of 1974, as
amended, the Department of Housing and Urban Development (HUD), Office
of Chief Information Officer (OCIO) and Infrastructure and Operations
(IOO) is issuing a public notice of its intent to establish a Privacy
Act System of Records Notice (SORN) titled ``ServiceNow (SerNow).''
ServiceNow (SerNow) includes core components and related modules
that work together to support key HUD operations. It facilitates
helpdesk operations, Information Technology (IT) management, software
and asset tracking, facilities management operations, Human Resources
activities, and limited financial planning functions. HUD utilizes
multiple ServiceNow instances, with distinct environments tailored to
specific purposes such as development, testing, and production, each of
which maintains detailed information regarding users and network
objects. This structure makes it easier for employees to efficiently
locate and utilize required resources while ensuring system integrity
across operations. ServiceNow collects and processes information from
users either through submitted forms, internal workflows, or integrated
systems via structured data repositories. The information maintained
within ServiceNow is sourced from HUD systems such as Active Directory
(AD)/LAN File Server (LFS), and Digital
[[Page 17293]]
Identity and Access Management System (DIAMS).
DATES: Comments will be accepted on or before May 6, 2026. This
proposed action will be effective on the date following the end of the
comment period unless comments are received which result in a contrary
determination.
ADDRESSES: You may submit comments identified by docket number or by
one of the following methods:
Federal e-Rulemaking Portal: <a href="http://www.regulations.gov">http://www.regulations.gov</a>. Follow the
instructions provided on that site to submit comments electronically.
Fax: 202-619-8365.
Email: <a href="/cdn-cgi/l/email-protection#3343415a4552504a735b46571d545c45"><span class="__cf_email__" data-cfemail="7d0d0f140b1c1e043d150819531a120b">[email protected]</span></a>.
Mail: Attention: Privacy Office; Shalanda Capehart, Acting Chief
Privacy Officer; The Executive Secretariat; 451 7th Street SW, Room
10139; Washington, DC 20410-0001.
Instructions: All submissions received must include the agency name
and docket number for this rulemaking. All comments received will be
posted without change to <a href="http://www.regulations.gov">http://www.regulations.gov</a> including any
personal information provided.
Docket: For access to the docket to read background documents or
comments received go to <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT: Shalanda Capehart; 451 7th Street SW,
Room 10139; Washington, DC 20410-0001; telephone number (202) 402-5085
(this is not a toll-free number). HUD welcomes and is prepared to
receive calls from individuals who are deaf or hard of hearing, as well
as individuals with speech or communication disabilities. To learn more
about how to make an accessible telephone call, please visit <a href="https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs">https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs</a>.
SUPPLEMENTARY INFORMATION: The Department of Housing and Urban
Development (HUD), Office of Chief Information Officer (OCIO), and
Infrastructure and Operations (IOO), uses the ServiceNow Software as a
Service (SaaS) Platform to streamline operations and centralize data
management. ServiceNow helps HUD manage its data and services in one
central system, and it's built around a tool called the Configuration
Management Database (CMDB). This database stores important records
about users, facilities, and shared resources like meeting rooms,
servers, computers, printers, and accounts used to log in. The
ServiceNow platform simplifies account management and integrates with
HUD's existing technology to allow secure sign-ins using Personal
Identity Verification (PIV) cards. It follows a clear management
structure to help HUD keep track of network tools, protect user data,
and keep systems working the same way across the agency. All ServiceNow
programs use the CMDB within HUD's core platform. The system also
includes specialized financial management tools, called Proven Optics,
that help manage costs, optimize resources, and improve operational
efficiency. These tools run in a secure government community cloud
environment (GCC) and meet strict federal rules for safety and privacy.
HUD's main goals in using ServiceNow are to reduce costs, eliminate
manual processes, and improve productivity through automated workflows.
SYSTEM NAME AND NUMBER:
ServiceNow (SerNow), HUD/OCIO-04.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
Records are maintained at the following locations: HUD
Headquarters, 451 7th Street SW, Washington, DC 20410-0001, and Bowhead
UIC Government Services, LLC, 6564 Loisdale Court, Suite 900
Springfield, VA 22150-1812.
SYSTEM MANAGER(S):
George Hurley, Infrastructure and Operations (IOO), HUD HQ, 451 7th
Street SW, Washington, DC 20410-0001; telephone (202) 475-8662.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
The Information Technology Management Reform Act of 1996 (Pub. L.
104-106, 40 U.S.C. 11101 et seq.); E-Government Act (Pub. L. 107-347,
sec. 203, 44 U.S.C. 3501 note); Federal Information Security Management
Act, as amended (Pub. L. 107-347, 44 U.S.C. 3554); Paperwork Reduction
Act of 1995 (Pub. L. 104-13, 44 U.S.C. 3501 et seq.); Government
Paperwork Elimination Act (Pub. L. 105-277, Title XVII, 44 U.S.C.
3504); Homeland Security Presidential Directive 12 (HSPD-12), Policy
for a Common Identification Standard for Federal Employees and
Contractors, August 27, 2004; OMB Circular No. A-130, Managing
Information as a Strategic Resource (7/28/2016); OMB Memo M-05-24, and
Executive Order 13636--Improving Critical Infrastructure Cyber Security
(February 12, 2013); Department of Housing and Urban Development Act of
1965, Section 7(d) (Pub. L. 89-174, 42 U.S.C. 3535(d)--``Administrative
provisions''); and 5 U.S.C. 3301--``Civil service; generally''.
PURPOSES OF THE SYSTEM:
The purpose of ServiceNow is to help HUD employees efficiently
track and manage all service requests for help from start to finish.
The system serves as the central repository for HUD policies,
procedures, and frequently asked questions (FAQs), empowering employees
to quickly find answers independently. It also provides a digital
foundation that supports HUD's internal systems across the agency,
streamlining operations through automated workflows and replacing
manual processes. ServiceNow's functions as a centralized platform for
managing HUD assets, giving administrators and employees easy access to
critical tools and information, reducing mistakes, and enhancing
productivity.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
Current HUD employees and contractors.
CATEGORIES OF RECORDS IN THE SYSTEM:
Full Name, Phone Number, Email address, User Verification PIN,
Device Identifier, internet Protocol (IP)/Media Access Control (MAC)
Address of assigned Device Identifier (if applicable), Work Address,
Home Address, Employee Identification Number and Employment Status/
History.
RECORD SOURCE CATEGORIES:
Individuals, Digital Identity and Access Management System (DIAMS),
and Active Directory (AD)/LAN File Server (LFS).
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
(1) To a congressional office from the record of an individual in
response to an inquiry from the congressional office made at the
request of that individual.
(2) To contractors, grantees, experts, consultants, and their
agents, or others performing or working under a contract, service,
grant, cooperative agreement, or other agreement with HUD or under
contract to another agency when necessary to accomplish an agency
function related to a system of records. Disclosure requirements are
limited to only those data elements considered relevant to
accomplishing an agency function.
(3) To appropriate agencies, entities, and persons when: (1) HUD
suspects or has confirmed that there has been a
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breach of the system of records; (2) HUD has determined that as a
result of the suspected or confirmed breach there is a risk of harm to
individuals, HUD (including its information systems, programs, and
operations), the Federal Government, or national security; and (3) The
disclosure made to such agencies, entities, and persons is reasonably
necessary to assist in connection with HUD's efforts to respond to the
suspected or confirmed breach or to prevent, minimize, or remedy such
harm.
(4) To another Federal agency or Federal entity, when HUD
determines that information from this system of records is reasonably
necessary to assist the recipient agency or entity in (1) responding to
a suspected or confirmed breach or (2) preventing, minimizing, or
remedying the risk of harm to individuals, the recipient agency or
entity (including its information systems, programs and operations),
the Federal Government, or national security, resulting from a
suspected or confirmed breach.
(5) To appropriate Federal, State, local, tribal, or governmental
agencies or multilateral governmental organizations responsible for
investigating or prosecuting the violations of, or for enforcing or
implementing, a statute, rule, regulation, order, or license where HUD
determines that the information would assist in the enforcement of
civil or criminal laws and when such records, either alone or in
conjunction with other information, indicate a violation or potential
violation of law.
(6) To a court, magistrate, administrative tribunal, or arbitrator
while presenting evidence, including disclosures to opposing counsel or
witnesses during civil discovery, litigation, mediation, or settlement
negotiations; or in connection with criminal law proceedings; when HUD
determines that use of such records is relevant and necessary to the
litigation and when any of the following is a party to the litigation
or have an interest in such litigation: (1) HUD, or any component
thereof; or (2) any HUD employee in his or her official capacity; or
(3) any HUD employee in his or her individual capacity where HUD has
agreed to represent the employee; or (4) the United States, or any
agency thereof, where HUD determines that litigation is likely to
affect HUD or any of its components.
(7) To any component of the Department of Justice or other Federal
agency conducting litigation or in proceedings before any court,
adjudicative, or administrative body, when HUD determines that the use
of such records is relevant and necessary to the litigation and when
any of the following is a party to the litigation or have an interest
in such litigation: (1) HUD, or any component thereof; or (2) any HUD
employee in his or her official capacity; or (3) any HUD employee in
his or her individual capacity where the Department of Justice or
agency conducting the litigation has agreed to represent the employee;
or (4) the United States, or any agency thereof, where HUD determines
that litigation is likely to affect HUD or any of its components.
(8) To officials of labor organizations recognized under the Civil
Service Reform Act when relevant and necessary to their duties of
exclusive representation concerning personnel policies, practices, and
matters affecting work conditions.
(9) To the Office of Personnel Management (OPM), the Merit Systems
Protection Board (and its office of the Special Counsel), the Federal
Labor Relations Authority (and its General Counsel), or the Equal
Employment Opportunity Commission when requested in performance of
their authorized duties of exclusive representation concerning
personnel policies, practices, and matters affecting work conditions.
(10) To the National Archives and Records Administration, Office of
Government Information Services (OGIS), to the extent necessary to
fulfill its responsibilities in 5 U.S.C. 552(h), to review
administrative agency policies, procedures and compliance with the
Freedom of Information Act (FOIA), and to facilitate OGIS' offering of
mediation services to resolve disputes between persons making FOIA
requests and administrative agencies.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
Electronic.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Full Name, Email Address, and Employee Identification Number.
POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
Under General Records Schedule 3.2, System Access Records, items
030 and 031. Item 030 applies to systems not requiring special
accountability for access. Item 030 records can be destroyed when the
business use ceases. Item 031 applies to systems requiring special
accountability for access. Item 031 requires records to be destroyed/
deleted 6 years after the user account is terminated or password is
altered, or when no longer required for business us, whichever is
later. Backup and Recovery digital media will be destroyed or otherwise
rendered irrecoverable per NIST SP 800-88, Rev. 1 ``Guidelines for
Media Sanitization'' (December 2014). The records used within the
budgeting application are ``temporary'' and their destroy clauses are
listed in the following disposition instructions: General Record
Schedule (GRS) 1.3: Budgeting Records. The records used for facilities
management are ``temporary'' and their destroy clauses are listed in
the following disposition instructions: General Record Schedule (GRS)
5.4 Facility, Equipment, Vehicle, Property, and Supply Records. The
records for the IT Service Desk and IT Asset Management modules are
``temporary'' and their destroy clauses are listed in the following
disposition instructions: General Record Schedule (GRS) 3.1 General
Technology Management Records and General Record Schedule (GRS) 5.8
Administrative Help Desk Records.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
For Electronic Records: Comprehensive electronic records are
maintained and stored in an electronic encryption database system.
These records can only be accessed based on the user's rights and
privileges to the system. Electronic records are stored in the
``ServiceNow Enterprise'' environment on the department's network
(HUD). This environment complies with the security and privacy controls
and procedures as described in the Federal Information Security
Management Act (FISMA), National Institute of Standards and Technology
(NIST) Special Publications, and Federal Information Processing
Standards (FIPS). A valid HSPD-12 ID Credential, access to HUD's LAN, a
valid User ID and Password, and a Personalized Identification Number
(PIN) are required to access the HR Service Delivery, ServiceNow
system. These records are restricted to only those stakeholders needing
to access the system to perform their official duties.
For Electronic Records (cloud-based): Comprehensive electronic
records are secured and maintained on a cloud-based software server and
operating system that resides in the Federal Risk and Authorization
Management Program (FedRAMP) and Federal Information Security
Management Act (FISMA) Moderate dedicated hosting environment. All data
in the cloud-based server is firewalled and encrypted at rest and in
transit. PII is secured in cipher locks, combination locks, key cards,
security guards, closed circuit TV
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and safes. Identification badges are required to ensure the records are
not accessed and strict access controls are governed for electronic
records using a user ID and password that require multi-factor
authentication before access is granted to ServiceNow. The security
mechanisms for handing data at rest and in transit are in accordance
with HUD encryption standards.
RECORD ACCESS PROCEDURES:
Individuals requesting records of themselves should address written
inquiries to the Department of Housing Urban and Development 451 7th
Street SW, Washington, DC 20410-0001. For verification, individuals
should provide their full name, current address, and telephone number.
In addition, the requester must provide either a notarized statement or
an unsworn declaration made under 24 CFR 16.4.
CONTESTING RECORD PROCEDURES:
The HUD rule for contesting the content of any record pertaining to
the individual by the individual concerned is published in 24 CFR 16.8
or may be obtained from the system manager.
NOTIFICATION PROCEDURES:
Individuals requesting notification of records of themselves should
address written inquiries to the Department of Housing Urban
Development, 451 7th Street SW, Washington, DC 20410-0001. For
verification purposes, individuals should provide their full name,
office or organization where assigned, if applicable, and current
address and telephone number. In addition, the requester must provide
either a notarized statement, or an unsworn declaration made under 24
CFR 16.4.
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
None.
Shalanda Capehart,
Acting Chief Privacy Officer, Office of Administration.
[FR Doc. 2026-06607 Filed 4-3-26; 8:45 am]
BILLING CODE 4210-67-P
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This is legal information, not legal advice. Laws vary by jurisdiction and change frequently. Always verify current law with official sources and consult a licensed attorney in your jurisdiction for advice on your specific situation.