Which LLM AI agents use? Can we configure each AI agent to use specific LLM?

[Suggy]

1. Which LLM AI agents use? It is the same LLM always or does it vary?

2. Can we configure specific AI agent to use a specific LLM?

[GlideFather]

Ahoy @Suggy,

There are various options to select your LLM:

Third party AI model providersModel provider Large language model Version Deployment policy

ServiceNow®	Now LLM Service	Latest update for your instance	Default
Microsoft Azure	Azure OpenAI	OpenAI GPT-4.1 and GPT-4.1-mini	https://learn.microsoft.com/en-us/azure/ai-services/openai/how-to/deployment-types#global-standard
Google	Google Gemini	Gemini 2.5 Flash and 2.5 Pro	https://cloud.google.com/vertex-ai/generative-ai/docs/learn/locations
AWS	AWS Claude	Claude 3.7 Sonnet	https://docs.aws.amazon.com/bedrock/latest/userguide/models-regions.html Nota: Some out of box skills, Agents, and Agentic Workflows do not support Now LLM Service or third party model providers. To learn more about the exceptions to LLM service and third party model providers support, see https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2222333

For more detail see this: https://www.servicenow.com/docs/r/pt-BR/intelligent-experiences/servicenow-large-language-model-now-...

[Tanushree Maiti]

Hi @Suggy 

Using external LLMs with Now Assist (including BYOK/BYOLLM)

Select the LLM for AI agents and agentic workflows 

Large language models on the ServiceNow AI Platform 

AI Agents FAQ and Troubleshooting

https://www.servicenow.com/community/now-assist-forum/using-ai-agent-in-virtual-agent-using-now-assi...

[rpriyadarshy]

@Suggy 

ServiceNow’s docs do not publish a separate hardcoded LLM per individual OOTB AI agent.instead, they describe AI-agent model usage at the platform/orchestrator level.

As per Service Now Model Provider Flexibility Framework there are good list of Models which Can be used in Now Assist Skills or Ai Agents.

Which LLM AI agents use? It is the same LLM always or does it vary?--> Behind the scenes there is a team of LLM/SLM which sits as Now LLM which we see on UI. A given Skill will always use a given LLM, It will not vary that in first Call it uses LLM1 and when its called second time it uses LLM2. 

Refer model provide flexibility link for more detailed. 

Model provider flexibility (ServiceNow-integrated ... - ServiceNow Community

Regards

RP

[warren_chan · Accepted solution]

Today, customers can choose one of 4-5 LLMs for Agentic AI orchestration (Azure OpenAI, AWS Claude, Google Gemini, Now LLM; Amazon Bedrock also available in later versions). This setting is at a per-instance level. 

https://www.servicenow.com/docs/r/intelligent-experiences/select-aia-llm.html

We currently do not have granularity to choose specific models against specific AI agents' orchestration, but it's possible we introduce this later on. However, you can have Now Assist Skills that run in different models - the granularity is available today at the tooling level.

I'd be interested to know what your use case is for granular LLM to AI agent mapping. So far, everything I have heard indicates that this is a "nice-to-have," but if you have a compelling business driver, I'd be interested to hear it.