ServiceNow AI platform setup + internal LLM integration

Case summary

Context: Large international pharmaceutical company

My role: Architecture, integration, and reusable foundation for future use cases

Quick outcome: Fast and safe start for AI usage in ServiceNow.

AIIntegrationsReusable codeGuardrailsLogging
Jump to: Problem What was built Outcome Tech highlights

Problem

  • They needed a safe and reusable way to use internal LLMs from ServiceNow without locking into one model.
  • Teams needed guardrails, logging, and a path to scale AI use across modules.

What was built

  • Designed an AI integration architecture that is loosely coupled and replaceable (model/provider agnostic).
  • Implemented the initial integration to the company’s internal LLM(s) via REST with controlled configuration.
  • Added reusable utilities for prompts, logging, and safe usage patterns.
  • Implemented initial AI use case: expanding stories, rating readiness, and giving structured feedback.

Outcome

  • Fast and safe start for AI usage in ServiceNow.
  • A reusable foundation that makes new AI use cases cheaper and more consistent.
  • Visibility into usage and behavior through logging and guardrails.

Details are summarized to respect confidentiality.

Tech highlights

AI · Integrations · Reusable code · Guardrails · Logging

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