---
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


---

# Configure global metrics

# Configure global metrics for ServiceNow AI systems {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Choose which metrics to evaluate for ServiceNow AI systems and optionally adjust the shared sample rate.

## Before you begin

Role required: sn_ai_governance.ai_steward

## About this task

After activating evaluation for ServiceNow AI systems, configure the global metrics that AI Control Tower evaluates for every ServiceNow AI system by default and how often they run.

## Procedure

1. Navigate to AllAI Control TowerHomeSettingsRules and templatesEvaluation.
2. On the AI evaluations sub-tab, select ServiceNow AI systems.
3. Review the quality metrics that are included by default.  
   The following quality metrics are evaluated for ServiceNow AI systems by default.

   Overall task completeness
   :   Whether the agentic workflow completed its assigned task, including all required steps and proper resolution or escalation.

   Tool calling correctness
   :   Whether tool calls used correct parameters, formatting, and expected values.

   For a complete list of available metrics and their descriptions, see [Evaluation metrics](https://www.servicenow.com/docs/c_AxrBygNmrZXE9fu5qsOQ "All evaluation metrics available in AI Control Tower, with their categories, evaluation levels, scoring formats, and descriptions.").
4. **Optional:** In the Evaluation metrics for Agentic AI section, add or remove metrics that you want to evaluate.  
   Important:  
   Adding more metrics increases the visibility you gain into each session, but also increases assist usage to evaluate it. Select the metrics that give you the insight you need.

   | Option | Description |
   | Add metrics | 1. Select + Add metrics. 2. In the Add evaluation metrics panel, find or search for the metric that you want to add. 3. Select the metric. 4. Select Done. |
   | Remove metrics | 1. Find the metric that you want to remove. 2. Select the remove icon. 3. Select Remove to confirm. |
   |-|-|

   {#mon-ai-configure-global-metrics-servicenow__choicetable_add_remove_metrics_sn}
5. **Optional:** Update the sample rate.  
   The sample rate determines what percentage of AI executions are evaluated. ServiceNow AI systems use a single sample rate for all metrics, unlike external AI systems, where each metric has its own rate. The default is 100%. You can enter a lower percentage to evaluate fewer
   executions.  
   Important:  
   Increasing the sample rate evaluates more executions and gives you more confidence in your scores, but also increases assist usage. Set the lowest rate that produces enough evaluated sessions to trust the score.
   1. Enter the sample rate to use when evaluating ServiceNow AI systems.
   2. Select Update.
   {#mon-ai-configure-global-metrics-servicenow__substeps_set_sample_rate_sn}
{#mon-ai-configure-global-metrics-servicenow__steps_configure_global_sn}

## What to do next

To have an added metric contribute to your quality score, add it to a metric template and assign a weight. See [Configure an evaluation metric template](https://www.servicenow.com/docs/~6Wl1cgX0wLnQujKladjaw "Adjust the scoring formula for a metric template to change which metrics contribute to quality or safety scores, or to change how much weight each metric carries.").

To tailor metrics for an individual ServiceNow AI system instead of changing the global configuration, see [Configure asset-specific metrics for ServiceNow AI systems](https://www.servicenow.com/docs/RTz11MApmGPGWgo6rMHQmQ "Add or remove metrics for one or more ServiceNow AI systems, without changing your organization's global metric configuration.").
**Related tasks**   

* [Activate evaluation scoring for ServiceNow AI systems](https://www.servicenow.com/docs/hW6XCW4UHVvy4ZsacqxNcQ "Assess the quality of your ServiceNow AI systems by activating evaluation scoring in AI Control Tower.")
* [Configure asset-specific metrics for ServiceNow AI systems](https://www.servicenow.com/docs/RTz11MApmGPGWgo6rMHQmQ "Add or remove metrics for one or more ServiceNow AI systems, without changing your organization's global metric configuration.")
* [Exclude ServiceNow AI systems from a metric](https://www.servicenow.com/docs/UosyxLkztnLYg9r7q1YxTg "Exclude one or more ServiceNow AI systems from a specific metric, without changing that metric's configuration for every other system.")

*[\>]: and then