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 via the ServiceNow AI Platform. It supports generating and summarizing content, analyzing user sentiment, and creating unique prompts. The Zurich release includes significant enhancements, focusing on improved log retention, integration flexibility, stability, and administrative controls.

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    Key Features

    • Extended Log Retention: Generative AI event logs are retained for 180 days (up from 30), ensuring compliance with data retention policies.
    • Azure OpenAI Integration: Support for configuring a custom resource path in bring your own key (BYOK) models enables connection to Azure OpenAI deployments with custom endpoint paths.
    • Gen AI Log Access: Administrators can access the Generative AI Log for debugging, with HR-related records restricted to HR admins to maintain data privacy.
    • Enhanced AI Asset Inventory: Improved visibility into AI asset status and lifecycle through new metadata fields in model and prompt configuration tables, tracked via AI Control Tower.
    • Long-Term Stable (LTS) Model: Introduction of an LTS model provides regulatory alignment, predictable behavior, and lifecycle stability for confident GenAI integration.
    • AI Model Version Mappings: Review mappings between AI model versions and providers, including metadata such as skill and model types, via the Gen AI Model Version Mapping table.
    • LLM Identification and Usage Restrictions: Metadata tables identify the third-party LLM model, version, and language used. Now Assist usage can be restricted by domain to control AI data processing.
    • Generative AI Actions Configuration: Configure actions such as Generate Content, QnA, Summarize, Generic Prompt, and Sentiment Analysis to create AI-powered workflows. Note that direct action calls were removed to enforce security via Access Control Lists (ACLs); custom AI functionality should use AI Skill Kit instead.

    Important Considerations for ServiceNow Customers

    • Generative AI Controller is installed or updated alongside Now Assist applications and is available through the ServiceNow Store.
    • Upgrading requires attention to new usage measurement logic transitioning from a 365-day look-back to a 365-day burn-down model, resetting at contract anniversary.
    • Dynamic translation using Microsoft Azure OEM supports multilanguage capabilities and can be enabled through the AI Admin Hub console.
    • Restrictions on AI capabilities ensure sensitive data such as HR records remain protected and that AI usage aligns with organizational policies.

    Related Applications and Features

    Generative AI Controller integrates with various ServiceNow offerings to enhance workflows and user experience, including:

    • Agent Chat for streamlined support interactions
    • AI Search for intelligent search capabilities
    • Customer Service Management for multi-channel customer support
    • Dynamic Translation for seamless localization
    • Field Service Management for dispatch and resource coordination
    • HR Service Delivery for employee experience enhancement
    • Knowledge Management for information sharing
    • ITOM AIOps and IT Service Management for operational and service workflows
    • Now Assist for Security Operations to accelerate incident resolution with AI-generated summaries
    • Workflow Studio and Configurable Workspace for workflow authoring and agent tools

    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 Australia Early Access, AI 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: AI 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 AI 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 AI Admin Hub console. For more information, see Microsoft Azure OEM for Dynamic Translation in Now Assist.

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