Large language models on the ServiceNow AI Platform

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • ServiceNow AI Platform® utilises large language models (LLM) for generative AI and agentic AI functionality. You can choose the ServiceNow® LLM or supported third-party models. LLMs bring about the Generative AI application capabilities by understanding and generating human language, and processing vast amount of data.

    Third-party model strategy

    ServiceNow® supports third-party AI model providers, which signifies that the admin persona can select a third-party large language or an AI model provider for Now Assist skills that are available out of box. The Now LLM Service is the default LLM. Find the supported model providers, the LLM services and the version.
    Table 1. Third party AI model providers
    Model 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
    Note:
    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
    Note:
    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

    Large language model selection

    This selection is supported at various levels such as, skill, skill group and instance levels. However, the controls that define LLMs mapping to different skills, allowed at various global locations, are configured and approved in AI Control Tower by the AI steward. The model provider options for custom skills created in Now Assist skill kit and AI Agent Studio are also configured in AI Control Tower. See Configure third-party LLMs using AI Control Tower to learn more.

    The Manage large language models feature enables the admin persona to perform additional actions like:
    • Edit the model provider at the instance, skill group and skill levels
    • Deactivate active skills which are non-compliant with fallback as No. See Explore AI model providers to learn more.
    • View audit history on policy updates by AI steward in AI Control Tower
    • Select allowed model providers across domain separated instances.

    See Manage AI models to learn about managing.

    For more information on selecting and updating model providers, see Manage model providers.