ServiceNow Playbooks Overview and Playbook generation via Now Assist in Xanadu

[Earl Duque]

✨Streamlining Business Processes with ServiceNow Playbooks and Generative AI

Welcome to another episode of Creator Toolbox! Today, we’re diving into the fascinating world of Playbooks on the ServiceNow platform, specifically exploring how generative AI is making workflow automation more accessible and efficient than ever before.

What Are Playbooks?

Playbooks in ServiceNow are a powerful tool for automating and visualizing business processes. They allow you to sequence tasks, actions, and decisions in a structured and intuitive way. Whether you're working on incident response, employee onboarding, or any other multi-step process, Playbooks provide a clear, visual representation of the workflow that can be embedded across various ServiceNow experiences, including Workspace, mobile, and portals.

The Power of Playbook Experience

One of the key highlights of Playbooks is the Playbook experience, a UI that provides a user-friendly, guided process flow. This feature is particularly useful for agents, requesters, or employees who need to interact with complex processes without diving into the nitty-gritty of lists and forms. With Playbooks, you can effortlessly guide users through multi-step processes, ensuring consistency and clarity.

Introducing Generative AI for Playbooks

In this episode, we were joined by Jason Lefever and Adam Golob from ServiceNow's workflow automation team, who shared insights into how generative AI is transforming Playbooks. Here's a look at some of the standout features:

• Playbook Generation from Natural Language: Imagine describing your workflow in plain text, and within seconds, having a Playbook that reflects your process. This feature allows users to input natural language descriptions of workflows, and Now Assist generates a structured Playbook complete with stages and activities. It's a game-changer for speeding up the design and deployment of automated processes.

• Playbook Generation from Images: Have a whiteboard sketch or a diagram of your workflow? Simply upload the image, and Now Assist will convert it into a Playbook. This feature is perfect for those who prefer to map out processes visually and want a quick way to bring those visuals into the ServiceNow platform.

Why Use Playbooks?

If you're not already using Playbooks, now is the perfect time to start. Playbooks provide:

• Simplified Process Visualization: Easily map out and visualize complex workflows.
• Improved User Experience: Enhance how users interact with automated processes on the ServiceNow platform.
• Faster Time to Automation: Use generative AI to quickly create and iterate on workflows, reducing the time from concept to execution.

Get Started Today

We encourage you to explore Playbooks on your ServiceNow instance and consider how they can fit into your business processes. Whether you're looking to streamline incident management, optimize employee onboarding, or tackle any custom use case, Playbooks offer a flexible and powerful way to enhance your workflows.

For more in-depth tutorials, best practices, and upcoming episodes, check out our content calendar for the Xanadu release at devlink.sn/Xanadu. We’ve got a packed lineup of blogs, videos, and live streams designed to help you get the most out of ServiceNow.

Final Thoughts

The integration of generative AI into Playbooks represents a significant leap forward in making process automation accessible to all users, from seasoned developers to business analysts. So, give it a try, and as always, we’re here to help! Share your feedback, ask questions, and let’s build better processes together.

Happy automating!