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font-size: 14pt; } .page-wrapper .table-box table { margin: 0; } /* Availability matrix cell styles */ .page-wrapper .avail-yes { background-color: #e8f5e9; color: #2e7d32; text-align: center; font-weight: bold; vertical-align: middle; } .page-wrapper .avail-no { background-color: #fce4ec; color: #c62828; text-align: center; font-weight: bold; vertical-align: middle; } .page-wrapper .avail-partial { background-color: #fff8e1; color: #e65100; text-align: center; font-size: 10.5pt; vertical-align: middle; } .page-wrapper .avail-group-header { background-color: #00718F !important; color: white; font-weight: bold; font-size: 11pt; padding: 10px 12px; } .page-wrapper .avail-footnote { margin-top: 12px; font-size: 10.5pt; color: #444; line-height: 1.7; } /* Responsive Design */ @media (max-width: 768px) { .page-wrapper { padding: 20px; } .page-wrapper .info-box-green, .page-wrapper .warning-box, .page-wrapper .note-box { padding: 15px; } } This article is intended to supplement KB1584492 to provide model provider exceptions for ServiceNow Otto skills and AI Agents. For information on data processing, locations, and more, see KB1584492. The model providers available to power ServiceNow Otto skills and AI Agents vary by deployment type. Use this table to identify which providers are supported in your environment before reviewing the skill-level exceptions below. Model Provider Availability by Deployment Type Deployment TypeNow LLM ServiceMicrosoft Azure OpenAIAnthropic Claude on AWSGoogle GeminiCommercial RegionalAMS✓✓✓✓EMEA✓✓✓✓APJ✓✓ ✓ 1✓ 2SPP-EU✓✓✓✓In-CountryUnited States✓✓✓✓United Kingdom✓✓✗✓Switzerland✓✓✗✗AustraliaAI Guardian model only 3✓✗✗IndiaAI Guardian model only 3✗✗✓Sovereign Cloud — Isolated (Regulated Markets)GCCAI Guardian model only 3✓✗✗NSCAI Guardian model only 3✓✗✗SPP-AUAI Guardian model only 3✓✗✗SPP-SGAI Guardian model only 3✓✗✗ 1 APJ — Anthropic Claude on AWS and Google Gemini: Available for APJ region customers via TLS 1.2 encryption over the public internet. Global routing must be enabled in AI Control Tower. These connections operate outside the ServiceNow Commercial Cloud boundary.2 Australia and India In-country, and all Sovereign Cloud — Isolated (Regulated Markets) environments: Now LLM Service general-purpose models are not available. The AI Guardian model is hosted and managed by ServiceNow within the customer's environment. For Australia and India In-country, the AI Guardian model runs on ServiceNow-managed GPU infrastructure within the customer's hyperscaler environment (Azure for Australia, GCP for India) and does not constitute a Now LLM Service general-purpose inference provider. Understanding skill-level exceptions Some skills and AI Agents require a specific model provider (see the exceptions table below). If that provider is not available in your deployment type, the skill or feature is not available in your environment. For example, Dynamic Guidance Voice and Document to Voice require Google Gemini. Customers in Switzerland In-country or Australia In-country — where Google Gemini is not available — cannot use those features. Similarly, Automated Case Resolution requires Microsoft Azure OpenAI. Customers in United Kingdom In-country or India In-country — where Microsoft Azure OpenAI is not available — cannot use that feature. Review the exceptions table below against your deployment type to identify which skills or AI Agents may not be available to you. Contact your ServiceNow account team for roadmap information on closing these gaps. ServiceNow-integrated third-party model providers are not available in all markets due to commercial authorization timelines. Now LLM Service provides coverage for most skills and AI Agents in these environments, with remaining gaps tracked for future support. Model Provider Support Exceptions FeatureTypeProvider RestrictionDeployment ImpactServiceNow Otto for CreatorPlaybook Generation with ImagesSkillNow LLM Service not supported—Flow Generation with ImagesSkillNow LLM Service not supported—Playbook Slot FillingAgenticNow LLM Service not supported—Playbook ProcessingAgenticNow LLM Service not supported—Playbook Data GatheringAgenticNow LLM Service not supported—Playbook Activity AssetAgenticNow LLM Service not supported—ServiceNow Otto for PlatformServiceNow LensSkillNow LLM Service not supported—Theme Builder – AI Theme CreatorSkillNow LLM Service not supported—Build AgentAgenticNow LLM Service not supported—Voice AgentsAgenticNow LLM Service not supported—Document and Visual Insights AI AgentAgenticNow LLM Service not supported—ServiceNow Otto for GRCSmart Assessment Engine App – AI answer suggestions for SAE – past assessmentsSkillNow LLM Service not supported—ServiceNow Otto for ITOMAnalyze Service HealthSkillNow LLM Service not supported—Analyze Service Observability DashboardSkillNow LLM Service not supported—Dynamic GuidanceVoiceSkillGoogle Gemini only ⚠️ Not available in: Switzerland In-country, Australia In-country, GCC, NSC, SPP-AU, SPP-SG Document to VoiceVoiceSkillGoogle Gemini only ⚠️ Not available in: Switzerland In-country, Australia In-country, GCC, NSC, SPP-AU, SPP-SG Automated Case Resolution (previously Zero Touch Service Desk)Automated Case ResolutionAgenticMicrosoft Azure OpenAI only ⚠️ Not available in: United Kingdom In-country, India In-country