--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User data usage policy # User data usage policy {#ariaid-title1} Release version: Zurich 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 This policy outlines how ServiceNow handles user data when utilizing generative AI capabilities, specifically focusing on data security, privacy, and user control over data sharing. The policy ensures that your data remains safe, secure, and private while enabling AI-powered features within your ServiceNow instance. Show full answer Show less ## Data Transmission and Storage * AI workloads are transmitted securely using Transport Layer Security (TLS) 1.2 to one of three centralized ServiceNow compute hubs equipped with GPUs for AI processing. * Data used for generating AI responses is deleted immediately after processing; no input or output data is cached or stored on these compute hubs. * Data is kept isolated per customer, avoiding commingling, including for domain-separated instances. * ServiceNow may leverage third-party services such as Azure OpenAI Service within its secure network boundary to augment AI capabilities while maintaining the same data policies. * Azure-hosted GPUs may be used temporarily during peak demand to ensure service quality, with data remaining protected from third-party access. ## Data Privacy Controls * Sensitive data can be masked before being sent to language models using the Now Assist for Data Privacy plugin, which helps protect sensitive information but may impact AI response accuracy. * This masking does not affect sensitive data already stored in your ServiceNow instance nor prevent new sensitive data from being saved. * Retrieval Augmented Generation (RAG) features, such as ServiceNow Otto for AI Search, only send information to the AI model that the requesting user is authorized to access. * Users with higher permissions generating summaries (e.g., case summarization) should verify that shared information is appropriate for others with access to the records. ## Opting Out of Data Sharing * ServiceNow uses customer data sharing to improve its Now LLMs continuously. * Customers have the option to opt out of data sharing to prevent their usage data from contributing to model improvements. * Opt-out instructions are provided within ServiceNow documentation to ensure control over data participation. 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 Data Privacy for Now Assist](https://www.servicenow.com/docs/access?context=configure-now-assist-data-privacy&version=zurich&pubname=zurich-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/AzXmCtKZv67HkI5yL8rSKA "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").