AI Admin Hub

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 AI Admin Hub

    The AI Admin Hub in ServiceNow Australia release enables customers to leverage generative AI capabilities through ServiceNow Otto to boost productivity and efficiency via conversational and proactive AI experiences. Access to specific AI features, skills, workflows, and agents depends on your ServiceNow license tier.

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    Key Features

    • Configuration and Usage: Easily explore, configure, and use generative AI features and skills on the ServiceNow AI Platform.
    • Performance Analysis: Monitor and analyze the performance of ServiceNow Otto AI models to optimize outcomes.
    • Generative AI Controller: Customize your generative AI experience using the Generative AI Controller for tailored platform interactions.
    • Now LLM Service Models: Stay informed about updates to large language models that power AI capabilities.
    • Reference Information: Guidance on user roles, data usage policies, and domain separation to support secure and compliant AI use.

    Availability and Restrictions

    Not all AI model providers or features are available in all regions or environments. Customers in FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, self-hosted setups, and certain regulated markets may face restrictions. Keep abreast of updates on model and feature availability for your region and environment.

    AI Limitations and Responsibilities

    Generative AI outputs are based on pattern recognition and may not always be accurate or appropriate. Customers are responsible for validating AI results, applying human oversight, and avoiding sole reliance on AI for critical decision-making—particularly in sensitive areas like healthcare, finance, legal, and security. Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Data Processing and Privacy

    Using AI features involves transferring data from customer instances to centralized ServiceNow environments and potentially third-party cloud providers such as Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.

    Data Collection and Opt-Out

    ServiceNow collects inputs, outputs, and user edits to improve AI technologies and models. Customers may opt out of future data collection at any time via the Now Assist Opt-Out option.

    ServiceNow® ServiceNow Otto uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences.

    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.

    See https://www.servicenow.com/community/now-assist-articles/now-assist-quick-start-guide/ta-p/2685044 to read about the foundation of generative AI at ServiceNow®.

    Get started

    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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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 Now Assist Opt-Out page.