Generative AI Controller release notes

  • Release version: Australia
  • Updated April 6, 2026
  • 4 minutes to read
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    Summary of Generative AI Controller release notes

    The ServiceNow® Generative AI Controller application enables integration of generative AI capabilities using third-party large language model (LLM) providers on the ServiceNow AI Platform. The Australia release introduces enhancements aimed at improving compliance and connectivity, enhancing your ability to leverage generative AI within your ServiceNow environment.

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    Key Features

    • Extended Log Retention: Event logs in the Generative AI Log [sysgenerativeailog] table are now retained for 180 days (previously 30 days), helping you meet compliance and auditing requirements.
    • Azure OpenAI Integration with BYOK: You can connect your Azure OpenAI deployment to the Generative AI Controller by configuring a custom resource path within your Bring Your Own Key (BYOK) model setup. This flexibility supports Azure endpoints that include additional path segments not added by default.
    • Activation and Installation: Generative AI Controller is provided as a feature of the ServiceNow AI Platform and is activated when you install or update a Now Assist application. It is available via the ServiceNow Store, with guidance available for smooth upgrades and installations.
    • Licensing Tiers: The ServiceNow AI Platform offers three licensing tiers—Foundation, Advanced, and Prime—each unlocking different AI features, generative AI skills, and workflows depending on your entitlements.
    • Localization Support: Dynamic translation for multilanguage use is enabled through Microsoft Azure OEM, configurable via the Now Assist Admin console to support global users seamlessly.

    Related Applications and Integration

    Generative AI Controller integrates with various ServiceNow applications to enhance AI-driven workflows, including:

    • Agent Chat for improved agent and requester communication.
    • AI Search for enhanced search capabilities across portals and virtual agents.
    • Customer Service Management for multi-channel customer support.
    • Dynamic Translation for real-time language translation.
    • Field Service Management for dispatching and managing field work.
    • HR Service Delivery to enhance employee service experiences.
    • Knowledge Management for sharing and accessing knowledge base content.
    • ITOM AIOps for monitoring service health through event and metric intelligence.
    • IT Service Management to streamline IT workflows and improve agent productivity.
    • Now Assist for Security Operations to accelerate security incident resolution with generative AI.
    • Workflow Studio and Configurable Workspace UI to author workflows and provide integrated toolsets for agents.

    Practical Impact for ServiceNow Customers

    With these updates, you can better leverage generative AI by integrating external LLM providers securely and compliantly, extend event log retention for governance, and customize your Azure OpenAI configurations to fit your deployment. The tiered licensing model allows you to adopt AI capabilities aligned with your organizational needs and scale AI usage appropriately. Multilanguage support ensures usability across diverse user bases. The integration with a broad range of ServiceNow applications helps embed generative AI deeply into workflows, boosting productivity, enhancing user experiences, and supporting service excellence.

    The ServiceNow® Generative AI Controller application enables you to use generative AI capabilities with third-party large language model (LLM) providers on the ServiceNow AI Platform. Generative AI Controller was enhanced and updated in the Australia release.

    Generative AI Controller highlights for the Australia release

    Australia Patch 3Generative AI event logs are now retained for 180 days, up from 30 days.

    Australia Patch 1Connect your Azure OpenAI deployment to Generative AI Controller by configuring a custom resource path in your bring your own key (BYOK) model configuration.

    See Generative AI Controller for more information.

    Important:
    Generative AI Controller is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Generative AI Controller to Australia

    Generative AI Controller is installed or updated when you install or update a Now Assist application. If you have issues installing or updating applications, see this knowledge article or open a support case.

    New in the Australia release

    Australia Patch 3
    Extended log retention for generative AI events
    Retain records in the Generative AI Log [sys_generative_ai_log] table for 180 days, up from 30 days, to stay compliant with retention requirements.
    Australia Patch 1
    Configure a custom resource path for BYOK models
    Connect Generative AI Controller to your Azure OpenAI deployment by configuring a custom resource path in your bring your own key (BYOK) model configuration. Use this when your Azure OpenAI endpoint includes a path segment that Generative AI Controller does not add by default.
    ServiceNow product tiers
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets and create your own

    Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Activation information

    Generative AI Controller is a ServiceNow AI Platform feature that is available with activation of a Now Assist application. For details, see Installing Generative AI Controller and Install Now Assist plugins.

    Localization information

    Generative AI Controller uses Microsoft Azure OEM for Dynamic Translation in Now Assist for multilanguage support. You can enable dynamic translation from the Now Assist Admin console. For more information, see Microsoft Azure OEM for Dynamic Translation in Now Assist.

    Related ServiceNow applications and features

    Agent Chat
    The ServiceNow® Agent Chat provides various features that agents and requesters can use to streamline the agent and end-user chat experience. Agent Chat also provides features that managers can use to monitor and assist agents.
    AI Search
    The ServiceNow® AI Search application provides a consumer-grade search engine for Service Portal, Now Mobile®, and Virtual Agent. Intelligent query features help you quickly find the answers that you need.
    Customer Service Management
    The ServiceNow® Customer Service Management (CSM) application enables you to provide the service and support that your external customers need. For example, your customers can communicate and get help through the web, email, chat, telephone, and social media.
    Dynamic Translation
    The ServiceNow® Dynamic Translation application enables you to dynamically translate text entered in an application or in a chat window for a seamless localization experience.
    Field Service Management
    The ServiceNow® Facilities Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as installing, repairing, or maintaining equipment.
    Generative AI Controller
    The ServiceNow® Generative AI Controller lets you integrate third-party LLMs with your workflows.
    HR Service Delivery
    The ServiceNow® HR Service Delivery application gives your employees the service experience that they deserve. By providing employees with a single place to manage their work needs while shielding them from back-end complexity, you can deliver a great experience to meet the demands of a current-day workforce.
    Knowledge Management
    The ServiceNow® Knowledge Management application enables the sharing of information in the knowledge base. A knowledge base contains articles that provide users with information such as self-help, troubleshooting, and task resolution.
    ITOM AIOps
    The ServiceNow® ITOM AIOps product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.
    IT Service Management
    The ServiceNow® IT Service Management solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction.
    Now Assist for Security Operations
    The Now Assist for Security Operations application permits security analysts to resolve security incidents faster with generative AI skills. Analysts and managers can condense long activity streams on security incidents into concise, easy-to-read summaries and automatically generate closure notes.
    Workflow Studio
    ServiceNow® Workflow Studio enables you to integrate workflow authoring, configuring, and monitoring into a single page experience.
    Configurable Workspace UI
    ServiceNow® Configurable Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to find, research, and resolve issues.