--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Exploring Generative AI Controller # Exploring Generative AI Controller {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Generative AI Controller The Generative AI Controller acts as the central control and visibility layer for all generative AI requests within your ServiceNow applications. Every AI request---from generative AI features, AI agents, and custom skills---passes through this controller before reaching an external large language model (LLM) provider. It enforces governance policies, applies privacy controls, and records activities to support monitoring and troubleshooting. The controller integrates seamlessly with multiple third-party LLM providers, including OpenAI, Azure OpenAI, Google Cloud AI Studio and Vertex, IBM watsonx, and Amazon Bedrock. Show full answer Show less ## Governance and Controls The Generative AI Controller provides comprehensive governance for generative AI activities across ServiceNow applications by managing: * **Logging:** Captures all generative AI requests and responses to facilitate debugging and auditing. * **Rate limiting:** Controls the number of requests sent to LLM providers to prevent overuse and ensure system stability. * **Data privacy:** Masks personally identifiable information (PII) in prompts before transmission to LLMs to maintain data security. * **External LLM connectivity:** Enables connection between Now Assist applications and third-party LLM providers. * **Guardian guardrails:** Applies content and safety policies to ensure responsible AI usage. ## Key Benefits * **Flexible AI integration:** Supports multiple third-party AI providers, allowing customization of AI experiences using preferred vendors. * **Robust governance:** Ensures compliance and security with built-in privacy controls, guardrails, rate limiting, and activity logging. * **Secure API usage:** Allows customers to use their own API keys when integrating with third-party AI providers for enhanced control over AI processing. ## Getting Started The Generative AI Controller is installed automatically with any ServiceNow AI application. To begin using it: * Sign up for an account with your chosen generative AI provider (OpenAI, Azure OpenAI, Google AI Studio, Vertex AI, IBM watsonx, or Amazon Bedrock). * Configure credentials in the Generative AI Controller to enable connectivity with your selected AI provider. * Activate AI assets and configure governance settings such as data privacy, guardrails, and rate limiting to align with your organizational policies. * Build and customize AI skills tailored to your organization's needs using the AI Skill Kit. * Monitor all generative AI activity through detailed logs to support troubleshooting and compliance management. Learn how Generative AI Controller works as the control and visibility layer for all generative AI requests across your ServiceNow applications, what it controls, and how it integrates with third-party LLM providers. ## Generative AI Controller overview {#exploring-generative-ai-controller__section_lbv_r4k_wwb} Every AI request from generative AI features, AI agents, and custom skills passes through Generative AI Controller before reaching your LLM provider. The controller enforces governance policies, applies privacy controls, and records activity for monitoring and troubleshooting. Generative AI Controller integrates with external LLMs, including ones by OpenAI, Azure OpenAI, Google Cloud (AI Studio and Vertex), IBM watsonx, and Amazon Bedrock. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). ## Generative AI Controller governance and controls {#exploring-generative-ai-controller__section_xcc_wkd_qjc} Generative AI Controller manages the following controls for generative AI activity across your ServiceNow applications: Logging : Records all generative AI requests and responses for debugging and auditing. Rate limiting : Restricts the number of requests to an LLM provider within a given time frame. Data privacy : Masks personally identifiable information in prompts before they are sent to an LLM. External LLM connectivity : Connects your Now Assist applications to a third-party LLM provider. Guardian guardrails : Applies content and safety policies to generative AI requests. ## Generative AI Controller benefits {#exploring-generative-ai-controller__section_pbv_r4k_wwb} {#exploring-generative-ai-controller__table_qbv_r4k_wwb__entry__2} | Benefit | Feature | |-|-| | Integrate with third-party AI service providers to customize your AI experience | OpenAI, Azure OpenAI, Google AI, IBM watsonx, Amazon Bedrock | | Govern and monitor all generative AI activity in your ServiceNow applications | Data Privacy, Guardian guardrails, [Rate limiting](https://www.servicenow.com/docs/AlPzfABTSWrjZJHKfE1pbA "Configure rate limiting to control the traffic flow to the one_extend request by restricting the number of requests that can be made within a certain time frame."), and Activity logging | | Use your own API keys for AI processing | [Bring your own key for third-party AI provider integration](https://www.servicenow.com/docs/RrIyDRvWqLgsozcqfIVV4g "The bring-your-own-key (BYOK) feature enables you to use your own API credentials from supported cloud AI providers, such as Azure OpenAI, Amazon Bedrock, and Google Gemini, to run generative AI skills and AI agents.") | [ ] {#exploring-generative-ai-controller__table_qbv_r4k_wwb} ## Get started with Generative AI Controller * The Generative AI Controller application is installed automatically with any [ServiceNow AI application](https://www.servicenow.com/docs/fTKUE2jXFOp1NBRiZWT7NQ "ServiceNow ServiceNow Otto uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences."). * Sign up and create an account with a generative AI provider. * To sign up with OpenAI, go to their [official platform website](https://platform.openai.com/). * To get started with Azure OpenAI, go to their [documentation](https://learn.microsoft.com/en-us/azure/cognitive-services/openai/quickstart). * To start using AI Studio with Gemini API, go to the [AI Studio homepage](https://ai.google.dev/aistudio/). * To use Vertex AI on the Google Cloud, go to the [Vertex AI homepage](https://cloud.google.com/vertex-ai). * To get started with IBM watsonx, go to [Getting started with IBM watsonx as a Service](https://www.ibm.com/docs/en/watsonx/saas?topic=getting-started). * To get started with Amazon Bedrock, [set up an IAM user with the correct permissions](https://repost.aws/knowledge-center/create-access-key) and then [explore the Converse API](https://docs.aws.amazon.com/bedrock/latest/APIReference/API_runtime_Converse.html). * [Configure credentials for your preferred AI service provider](https://www.servicenow.com/docs/l8~Wgdq6yBQTZ_8MH1pgoA "Configure the credentials and connections for your preferred generative AI service provider to integrate third-party generative AI on the ServiceNow AI Platform.") for the Generative AI Controller capabilities. * Activate AI assets for your workflows and configure governance settings such as data privacy, guardrails, and [rate limiting](https://www.servicenow.com/docs/AlPzfABTSWrjZJHKfE1pbA "Configure rate limiting to control the traffic flow to the one_extend request by restricting the number of requests that can be made within a certain time frame."). * Build custom skills for your organization's unique requirements using [AI Skill Kit](https://www.servicenow.com/docs/uROZIbBCVhpzE2kM61MJcQ "Use ServiceNow AI Skill Kit to create and publish custom prompts and skills for ServiceNow Otto. Creating custom skills and prompts gives you greater flexibility with ServiceNow Otto's generative AI capabilities."). * [Monitor generative AI activity](https://www.servicenow.com/docs/Z7C6M46Lj9RIdgR5R2jVgw "Generative AI Controller use dedicated tables to log AI activities and track AI usage across the platform.") through logs for troubleshooting and compliance.