Artificial Intelligence (AI) is revolutionising how businesses operate, and presents ServiceNow customers with a brilliant potential opportunity, given the value proven. One key decision that ServiceNow customers face is whether to rely on ServiceNow’s dedicated NowLLM or utilise a general-purpose large language model (LLM) like OpenAI’s GPT-4 or Google’s Gemini. This decision will impact user experience, accuracy, integration, security, and the cost to deploy and maintain.

In this article, we’ll explore the key differences between these two approaches, highlight use cases where each excels, and provide guidance on how to choose the best option for your ServiceNow strategy.