Generative AI Controller release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 6 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 with third-party large language model (LLM) providers through the ServiceNow AI Platform. It supports generating and summarizing content, analyzing user sentiment, and creating unique prompts. The Zurich release introduces enhancements that improve stability, compliance, and customization for ServiceNow customers leveraging generative AI within their workflows.

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    Key Features

    • Extended AI Event Log Retention: Generative AI event logs are kept for 180 days (previously 30 days) to help meet data retention compliance.
    • Custom Resource Path Configuration for BYOK Models: Allows connection to Azure OpenAI deployments with custom endpoint paths, improving flexibility for customers using their own keys.
    • Gen AI Log Access for Administrators: Provides debugging insights by enabling access to generative AI logs, with HR-related records restricted to HR admins for data privacy.
    • Enhanced AI Asset Inventory: New metadata fields in AI model and prompt configuration tables provide better visibility into AI asset status and lifecycle, including retirement dates.
    • Long-Term Stable (LTS) Model: Offers a stable, regulatory-aligned generative AI model that ensures predictable behavior and lifecycle stability for entitled users.
    • AI Model Version Mappings: Displays mappings between AI model versions and providers to help understand model lineage and capabilities.
    • Identification of Third-Party LLM Details: Customers can identify which LLM model, version, and language generated AI content via Gen AI Log Metadata.
    • Domain-Based LLM Usage Restrictions: Enables enabling or disabling Now Assist per domain, allowing organizations to restrict AI usage for sensitive data processing scenarios.
    • Updated Usage Measurement: Transition from a 365-day look-back to a 365-day burn-down usage measurement model, resetting on contract anniversary for Now Assist.
    • Security Enhancements: Removal of direct action calls in Generative AI Controller to enforce Access Control Lists (ACLs), ensuring AI capabilities are securely managed. Custom AI workflows should utilize Now Assist Skill Kit.
    • Configurable AI Actions: Includes Generate Content, QnA, Summarize, Generic Prompt, and Sentiment Analysis actions for flexible AI capabilities integration into workflows.

    Activation and Localization

    Generative AI Controller is activated through the installation of a Now Assist application available in the ServiceNow Store. Multi-language support is enabled via Microsoft Azure OEM for Dynamic Translation, which can be configured from the Now Assist Admin console.

    Practical Benefits for ServiceNow Customers

    • Gain improved compliance with extended AI event log retention policies.
    • Integrate Azure OpenAI and other third-party LLMs more flexibly and securely.
    • Leverage detailed AI asset management to monitor AI lifecycle and regulatory alignment.
    • Control AI usage on a per-domain basis to protect sensitive data.
    • Use stable, predictable AI models to enhance user confidence and reduce operational risk.
    • Access richer diagnostic data for more effective troubleshooting and governance.
    • Ensure AI capabilities are secured using ACLs, aligning with enterprise security policies.

    Related Applications

    The Generative AI Controller complements various ServiceNow applications such as Agent Chat, AI Search, Customer Service Management, Dynamic Translation, Field Service Management, HR Service Delivery, Knowledge Management, ITOM AIOps, IT Service Management, Now Assist for Security Operations, Workflow Studio, and Configurable Workspace UI, enabling a broad ecosystem of AI-powered service enhancements.

    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. Generate and summarize content, analyze user sentiment, and write unique prompts. Generative AI Controller was enhanced and updated in the Zurich release.

    Generative AI Controller highlights for the Zurich release

    Zurich Patch 10
    • Generative AI event logs are now retained for 180 days, up from 30 days.
    Zurich Patch 8
    • Connect your Azure OpenAI deployment to Generative AI Controller by configuring a custom resource path in your bring your own key (BYOK) model configuration.
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Access the Gen AI log for debugging insights, with HR-related records remaining restricted.
    • Promote stability with the Long-Term Stable (LTS) model for generative AI.
    • Identify third-party LLM information, including model, version, and language.
    • Restrict LLM usage based on domain.

    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 Zurich

    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 Zurich release

    Zurich Patch 10
    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.
    Zurich Patch 8
    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.
    Zurich Patch 4
    Administrator access to Gen AI log
    Access the Gen AI log [sys_generative_ai_log] table to gain insights for debugging purposes. HR-related records remain restricted to HR admins.
    Enhanced AI asset inventory
    Track the enhanced AI asset inventory through AI Control Tower using new metadata fields in the Model [sys_generative_ai_model_config] and Prompt [sys_generative_ai_config] tables. Gain better visibility into AI asset status and life-cycle details, such as retirement dates.
    Long-Term Stable model for generative AI
    Promote stability and adoption for entitled users with a Long-Term Stable (LTS) model. The LTS model provides regulatory alignment, predictable behavior, and life cycle stability to integrate GenAI with confidence.
    Zurich Patch 2
    AI Model Version Mappings
    Review the mappings between AI model versions and their providers in the Gen AI Model Version Mapping [sys_gen_ai_model_version_mapping] table. This table shows the mappings between source and target models, along with associated metadata, such as skill type, model type, resource associations, and provider information.
    Identify third-party LLM information
    Access the Gen AI Log Metadata [sys_gen_ai_log_metadata] table to identify which LLM model, version, and requested language was used to generate the AI content.
    Restrict LLM usage based on the domain
    Enable or disable Now Assist for each domain so that you can restrict the use of LLMs and avoid using AI for data processing, if needed.

    Changed in this release

    Zurich Patch 5
    Changes to Now Assist usage measurement
    Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
    Direct action calls removed from Generative AI Controller
    Starting with Zurich Patch 5, the Generative AI Controller (GAIC) no longer supports direct action calls in order to support the security requirements that all AI capabilities be protected by Access Control Lists (ACLs). To create custom generative AI functionality, use Now Assist Skill Kit instead.
    • Configure actions in the Generative AI Controller
    • Generate Content to create AI-generated text responses
    • QnA to answer user questions
    • Summarize to shorten long or complex text
    • Generic Prompt to generate ideas or content on any topic
    • Sentiment Analysis to identify the sentiment of user input
    For more information, refer to KB KB2716977: Generative AI Controller actions are no longer avaliable for custom workflows.

    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.

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