--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User data usage policy # User data usage policy {#ariaid-title1} Release version: Australia Updated July 31, 2025 ![](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 User data usage policy The ServiceNow User Data Usage Policy for generative AI ensures that your data is handled securely and with privacy in mind. This policy explains how your data is transmitted, processed, and protected when using AI features, including options for masking sensitive information and opting out of data sharing for model improvements. Show full answer Show less ## How Data Is Sent and Stored * Your AI data is transmitted securely using Transport Layer Security (TLS) 1.2 from your ServiceNow instance to centralized compute hubs equipped with GPUs for AI processing. * Data is processed transiently at these compute hubs, deleted immediately after generating AI responses, ensuring no caching or long-term storage occurs. * Data from your instance remains isolated and is not mixed with other customers' data, including in domain-separated instances. * ServiceNow may leverage third-party services like Azure OpenAI Service to enhance AI capabilities; however, these services operate within ServiceNow's network boundaries and adhere to the same strict data policies. * During periods of high demand, Azure-hosted GPUs may be used for capacity bursting, with no third-party access to your data. ## Masking Sensitive Data * You can enable the Now Assist for Data Privacy plugin to mask sensitive data before it is sent to large language models (LLMs), helping protect confidential information during AI processing. * Masking may reduce the accuracy of AI results since the LLM receives less specific data. * This masking only applies to data sent to the AI models and does not encrypt or mask sensitive information stored directly in your ServiceNow instance. * Some AI features like Retrieval Augmented Generation (RAG) respect user permissions, ensuring only accessible data is shared with the AI for tasks such as AI Search. * Users with elevated permissions generating summaries or notes should verify that shared content is appropriate for others with access to the records. ## Opting Out of Data Sharing * ServiceNow uses customer data sharing to improve and advance Now LLM services continually. * If you prefer not to participate in data sharing, you can opt out by following the documented procedures in the platform. ## Practical Implications for ServiceNow Customers This policy assures that your data remains secure and private when using generative AI services. You have control over sensitive data exposure through masking and can manage your participation in data sharing programs. Understanding these options helps you maintain compliance and data privacy while benefiting from AI-driven enhancements in your ServiceNow environment. Your data is safe and secure with ServiceNow user data usage policy for generative AI. You can also mask sensitive data or opt-out of sharing data for model improvements. ## How your data is sent and stored {#user-data-usage-policy-now-assist__section_nnf_ww3_v1c} Your AI workloads are securely sent using Transport Layer Security (TLS) 1.2 from your ServiceNow instance to one of three centralized ServiceNow compute hubs (datacenters with GPUs for AI workloads). Here, the AI prediction processing takes place. The data used to generate the response is deleted from the compute hubs after the response has been generated. The result is then returned to the ServiceNow instance. The input and output data isn't cached or stored on the compute hub and is transient. Your data isn't commingled with other customer data when using Now LLM Service for generative AI. Also, there's no commingling of data for domain-separated instances when you use generative AI services. When appropriate, ServiceNow might use third-party endpoint services (for example Azure OpenAI Service) to augment Now LLM Service to power generative AI capabilities. Azure OpenAI is a third-party model, but policies same as the company's, apply, as it's hosted in the compute hubs. Further, to confirm quality of service, ServiceNow might use Azure-hosted GPUs for Now LLM Service capacity bursting in case of high customer demand. Data processed by third-party endpoints isn't subject to use or access by third-party providers and are operated within the ServiceNow network boundary. ## Mask sensitive data {#user-data-usage-policy-now-assist__section_h2x_2z3_v1c} Sensitive data can be masked before sending it to LLMs using Now Assist for Data Privacy. To learn more, see [Configuring ServiceNow Otto for Data Privacy](https://www.servicenow.com/docs/access?context=configure-now-assist-data-privacy&version=australia&pubname=australia-platform-security&ft:locale=en-US). After you enable the plugin, it masks sensitive data before it's sent to the LLM, but could result in less accurate results because the specific data isn't included within the prompt. Note: This plugin, within the context of generative AI products, doesn't mask the sensitive data that exists in records within your instance, nor does it help prevent new sensitive data from being stored on the instance itself. ServiceNow might use Retrieval Augmented Generation (RAG) for selected AI features (for example ServiceNow Otto for AI Search) and passes information to the LLM based on what the requester can access within the system. If a user searches for something in the portal using AI Search, it finds the article and then sends that to the LLM as a part of the prompt. Because AI Search knows what the user has access to, it won't send an article that the user isn't able to access. Note: For some features, such as case summarization, the agent generating the summary might have more permissions than other people who have access to the record. If they choose to paste that summary to the work notes, the agent should check to confirm that the data they're sharing in the work notes is appropriate to share with others who have access to that record. ## Opt out of data sharing {#user-data-usage-policy-now-assist__section_q14_kz3_v1c} Data Sharing helps ServiceNow to continuously advance and improve its Now LLMs, based on the latest customer usage. If you no longer want to participate in the customer data-sharing program, you're able to opt out. To opt out, follow the instructions in [Opt out of data sharing for Now Assist](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.").