Announcing ServiceNow AI Models v2.0 with Enhanced Capabilities for Now Assist and AI Agents

Ashley Snyder · 11 hours ago

We're excited to announce the release of ServiceNow Small Language Model (v2.0) and ServiceNow Large Language Model (v2.0). These enhanced AI models deliver significant improvements in performance, speed, and capabilities to power your Now Assist generative AI experiences and agentic workflows.

What's New in v2.0?

Our latest model releases represent a major step forward in AI-powered automation and assistance within the ServiceNow AI Platform. Both models have been redesigned to better handle complex enterprise scenarios while delivering faster, more reliable results.

ServiceNow Small Language Model (v2.0)

The ServiceNow Small Language Model v2.0 is purpose-built to handle complex tasks while maintaining fast response times—striking the ideal balance between capability and efficiency.

Key improvements include:

Enhanced handling of complex tasks: This version delivers significantly improved ability to navigate multi-step processes and intricate scenarios, making it ideal for advanced workflows and agentic AI experiences.
Faster performance: Experience reduced response times that provide a smoother, more responsive user experience across your Now Assist applications.
Overall quality improvements: Benefit from higher quality results across all skills and use cases, ensuring more accurate and reliable assistance.

ServiceNow Large Language Model (v2.0)

The ServiceNow Large Language Model v2.0 is optimized for high-performance enterprise scenarios, delivering advanced reasoning capabilities while supporting efficient deployment across various infrastructure environments.

Key improvements include:

Improved agentic workflow support: Enhanced chain-of-thought reasoning and tool use capabilities enable better support for agentic workflows where AI agents autonomously plan, reason, and take proactive actions.
Stronger long-context reasoning abilities: The model excels at processing large documents and executing complex, multi-step tasks reliably. This enhancement supports critical use cases such as policy analysis, large-scale classification, knowledge retrieval across extensive document sets, and agentic workflows.
Improved speed and scalability: Faster response times and better performance at scale ensure the model can support your growing organizational needs.
More recent knowledge: Updated training data provides more current and relevant assistance.

Availability

Starting October 16, 2025, customers who are new to Now Assist or performing an upgrade can access the new models as their default configuration:

Now LLM v2.0: Replaces Now LLM for agentic workflows and requestor experiences
Now SLM v2.0: Replaces Now SLM for creator and fulfiller experiences

How to Access the New Models

To enable the new language models on your instance, you must upgrade to Generative AI Controller version 11.2. To upgrade, upgrade a higher level application such as Now Assist for ITSM, etc. with the Generative AI Controller application as a dependency.

Important requirements:

Upgrading to Generative AI Controller 11.2 is required to receive these model updates
If you upgrade a higher-level application that includes Generative AI Controller 11.2 as a dependency, you'll automatically receive the update
Without upgrading to this version, your instance will continue using the current models
You will not be able to rollback to the previous models (v1.0) after the upgrade

Once you upgrade, you do not need to set any additional configurations, your Now Assist skills will automatically use the new models. Custom skills will remain on the current v1.0 version of the model.

For Now Assist Skill Kit (NASK) Customers

If you're using Now Assist Skill Kit, you'll see the following model options available in your model provider selections:

llm_generic_small (ServiceNow Small Language Model v1.0)
llm_generic_small_v2 (ServiceNow Small Language Model v2.0)
llm_generic_large (ServiceNow Large Language Model v1.0)
llm_generic_large_v2 (ServiceNow Large Language Model v2.0)

Your existing custom skills will continue to use the v1.0 model unless you update your prompt in Now Assist Skill Kit.

Upgrade questions

We understand you may have questions prior to performing an upgrade. We have an extensive FAQ on Support (login required) to assist: Now LLM Service Upgrade FAQ: Everything you need to know about the v2.0 model transition

Learn More

For detailed technical specifications view the complete model cards available in our product documentation:

Ashley Snyder · The model card links will be up shortly (10/16/2025).

The model card links will be up shortly (10/16/2025).