Activate evaluation scoring for ServiceNow AI systems

Assess the quality of your ServiceNow AI systems by activating evaluation scoring in AI Control Tower.

Before you begin

Role required: sn_ai_governance.ai_steward

About this task

ServiceNow AI systems are scored by the AI Skill Kit scoring engine. No additional configuration is required to collect trace data from ServiceNow AI systems.

Procedure

1. Navigate to All > AI Control Tower > Home > Settings > Rules and templates > Evaluation.
2. On the AI evaluations sub-tab, select ServiceNow AI systems.
3. Set the Activate toggle to on.
4. Optional: Update the sample rate.

   The sample rate determines what percentage of AI executions are evaluated. ServiceNow AI systems use a single sample rate for all metrics. The default is 100%. You can enter a lower percentage to evaluate fewer executions.

   1. Enter the sample rate to use when evaluating ServiceNow AI systems.
   2. Select Update.
5. Optional: Review the quality metrics that are included by default.
   The following quality metrics are evaluated for ServiceNow AI systems by default.

   Overall task completeness

   Whether the agentic workflow completed its assigned task, including all required steps and proper resolution or escalation.

   Tool calling correctness

   Whether tool calls used correct parameters, formatting, and expected values.

   For a complete list of available metrics and their descriptions, see Evaluation metrics.

6. Optional: Add or remove metrics that you want to evaluate.
   Important:

   Adding more metrics increases the visibility you gain into each session, but also increases assist usage to evaluate it. Select the metrics that give you the insight you need.

   Option	Description
   Add metrics	Select + Add metrics. In the Add evaluation metrics panel, find or search for the metric that you want to add. Select the metric. Select Done.
   Remove metrics	In the Included Agentic AI metrics table, find the metric that you want to remove. Select the remove icon. Select Remove to confirm.

Result

Evaluation scoring is active for ServiceNow AI systems. Scores appear on the monitoring Overview page as new sessions are evaluated.

What to do next

To have an added metric contribute to your quality score, add it to a metric template and assign a weight. See Configure an evaluation metric template.

To start evaluating a managed ServiceNow AI system, you must turn on evaluation at the asset level. See Enable evaluation for an AI system.