---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Monitoring and evaluating AI systems

# Monitoring and evaluating AI systems in AI Control Tower {#ariaid-title1}

Release version: Australia  
Updated April 3, 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 Monitoring and evaluating AI systems in AI Control Tower

ServiceNow's AI Control Tower enables continuous monitoring and evaluation of both ServiceNow and external AI systems to ensure they meet established quality and safety standards.
This capability helps customers identify and investigate root causes when AI systems do not perform as expected, supporting reliable and responsible AI usage within their environments.
Show full answer Show less  

## Key Features

* **Monitoring and Scoring Models:** Understand how AI models are monitored and scored to assess their quality and safety.
* **Configuration:** Activate evaluations and configure metric templates tailored to your AI portfolio.
* **Score Review:** Access and review quality and safety scores across your AI systems for comprehensive oversight.
* **Session Investigation:** Drill down into specific AI sessions to identify and address root causes of issues.
* **Reference Materials:** Utilize detailed information on evaluation metrics, fields, and system values to support analysis and troubleshooting.

## Important Considerations

* Availability of AI model providers and features may vary by region, data center, and compliance requirements. Certain AI products are not accessible in specific environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or regulated markets.
* Customers should regularly check for updates on availability in future ServiceNow releases.

## AI Limitations and Responsible Use

Given the evolving nature of AI and machine learning, outputs from the AI Control Tower may not always be fully accurate or appropriate for all use cases. Customers bear responsibility for testing and evaluating AI-generated results for accuracy, potential harm, and suitability before applying them to critical decisions, especially in sensitive domains like healthcare, finance, legal, or security. Human oversight is strongly recommended, and reliance solely on AI outputs is discouraged.

Users must comply with ServiceNow's AI Acceptable Use Policy, subject to updates by ServiceNow.

## Data Processing and Collection

Data involved in monitoring AI systems may be transferred from customer instances to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure, according to ServiceNow's internal policies and compliance standards.

ServiceNow collects inputs, outputs, and edits from AI interactions to enhance its AI technologies. Customers have the option to opt out of data collection at any time.  
Continuously monitor your ServiceNow and external AI systems to determine whether they meet quality and safety standards, and investigate root causes when they don't.

Watch this short video to learn more about Monitoring in AI Control Tower.

## Get started {#mon-ai-landing__cf-app-landing-get-started}

|-|-|-|
| [ExploreLearn how monitoring and scoring models work.](https://www.servicenow.com/docs/h0nr_iZTwQRlVPFJgR3gtA "Learn how AI Control Tower automatically scores live AI interactions against quality and safety metrics using an OpenTelemetry-based data model of sessions, traces, and spans.") | [ConfigureActivate evaluation and configure metric templates.](https://www.servicenow.com/docs/KNYWMWf8qo9BqdWvC2Ff7g "Set up monitoring in AI Control Tower by activating evaluations, adding metrics, and configuring metric templates.") | [Review scoresReview quality and safety scores across your AI portfolio.](https://www.servicenow.com/docs/rTANry4rG0MmFLF0_q9vjw "Determine whether your AI systems are meeting quality and safety targets by reviewing scores and evaluation trends.") |
| [Investigate sessionsDrill into sessions to find and fix root causes.](https://www.servicenow.com/docs/Z~3bRlp5GJO~5hvq52k8Pg "Narrow a quality or safety issue from a broad score to a specific cause by reviewing evaluated sessions and session details.") | [ReferenceEvaluation metrics, fields, and system values.](https://www.servicenow.com/docs/Q_rWggzbjIOg~Cu8ldGZkg "Reference topics provide additional information about the evaluation metrics in AI Control Tower.") |   |
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Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#mon-ai-landing__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#mon-ai-landing__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#mon-ai-landing__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
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## AI limitations {#mon-ai-landing__id_mpg_qgn_xyb}

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#mon-ai-landing__p_kv2_nfg_h1c}

## Data processing {#mon-ai-landing__id_w3h_qgn_xyb}

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#mon-ai-landing__p_lv2_nfg_h1c}

## Data collection {#mon-ai-landing__id_hq2_xbr_z3c}

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#mon-ai-landing__p_jv2_nfg_h1c}

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#mon-ai-landing__p_pv2_nfg_h1d}