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

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

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workflow :

    - Platform


---

# Monitoring and evaluating AI systems

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

Release version: Brazil  
Updated September 10, 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

The 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 your organization identify and investigate root causes when AI systems fall short, promoting reliable and responsible AI usage.
Show full answer Show less  

## Key Features

* **Explore:** Understand how AI model monitoring and scoring mechanisms operate within the platform.
* **Configure:** Activate evaluation processes and set up metric templates tailored to your AI portfolio.
* **Review Scores:** Access consolidated quality and safety scores across all monitored AI systems to gauge performance.
* **Investigate Sessions:** Drill down into individual AI interaction sessions to diagnose issues and implement fixes.
* **Reference:** Utilize detailed documentation on evaluation metrics, data fields, and system values for informed analysis.

## Important Considerations for ServiceNow Customers

* Availability of AI model providers and features can vary based on geographic region, data center compliance (such as FedRAMP, NSC DOD IL5, Australia IRAP), and deployment type (including self-hosted environments).
* Customers should regularly check for updates on model provider availability and AI feature accessibility as these evolve with new releases.
* The AI Control Tower employs AI and machine learning technologies that may not always produce fully accurate or complete outputs. Customers must conduct thorough testing, maintain human oversight, and avoid sole reliance on AI-generated results, especially in sensitive or high-impact domains like healthcare, finance, legal, or security.
* Use of this application requires data transmission from your ServiceNow instance to centralized environments, potentially across different regions or cloud providers, handled according to ServiceNow's data policies and compliance standards.
* ServiceNow collects inputs, outputs, and edits from AI interactions to enhance AI models and products, with customers retaining the option to opt out of future data collection.

## Practical Benefits

By leveraging the AI Control Tower, ServiceNow customers can proactively manage AI system performance, ensure compliance with quality and safety standards, and address issues swiftly through detailed session investigations. This promotes trustworthy AI deployment aligned with organizational policies and regulatory requirements.  
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.

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

|-|-|-|
| [ExploreLearn how monitoring and scoring models work.](https://www.servicenow.com/docs/0mAPXk0DAwmTWSapV09CZw "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/tWReR9WeMdC5hMB5jnMkEQ "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/Bv8zUaDSz3v6BpK5VWqW8w "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/3aZHjVYNdoeR3cFz1X9DYQ "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/LQZbPvYeZtkKLNn8NFm4vQ "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/EmdgH1ffuKs1DXKWHPQY1g "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}