Why customer would potentialy use other models

[User687957]

Dear all,

During my exploration of Now assist and Agent AI, I have seen that users can potentially use theire own LLM model instead of the ones embeded into serviceNow.

I have a wierd question about this .

Why customer would need to use their own model as most of the work in Service now has been done already ?

1. might be link to customer company rule on validated internal models
2. Could it be for having full control of their own cost
3. Could it be for specific operation

Thanks for sharing on this

regards

[soumyadeep10]

Hi @User687957 ,

1. ServiceNow's LLM is totally based on ServiceNow's features but when there is a need for some specialized tasks be it content generation, sentiment analysis, data analysis, etc., we might need our own LLM.

2. Organizations may need a specific model that Now LLM does not provide. This might be GPT-4 for reasoning or a smaller model for speed.

3. Custom LLM models are more versatile and can handle multiple use cases beyond the ServiceNow platform.

4.  If your use case is tightly bound to ServiceNow’s ITSM, HR, or CSM workflows, Now LLM is the logical choice. If the goal extends beyond ServiceNow’s ecosystem, consider a custom LLM or a hybrid approach. 

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[yashkamde]

Hello @User687957 ,

There reason depends on Unique Business Context and Proprietary Data because servicenow’s pre-built models are trained on general IT or HR data. However, an organization's proprietary, niche data is what creates a competitive advantage.

Also High-Precision Requirements & Trust many organizations face a decline in trust surrounding AI generated outputs, prompting them to take control over model training to ensure quality and reliability.

In short : ServiceNow provides the framework, but customers use their own models to inject their domain expertise and proprietary data to move from general automation to specialized, high-value AI applications.
Basically it's about governance, flexibility, and tailoring AI to their business context.

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