Playbook generation

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Playbook generation

    Playbook generation in ServiceNow Zurich release enables customers to create playbooks using artificial intelligence (AI) from text prompts or image inputs. This capability helps automate the creation of structured workflows, such as managing customer support cases, by generating playbooks based on descriptions or knowledge base (KB) articles.

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    Key Features

    • AI-driven playbook creation: Generate playbooks from text descriptions or images leveraging AI technology.
    • Knowledge base integration: Create playbooks directly from KB articles to streamline process documentation.
    • Skill configuration: Enable the Playbook generation skill to use prompts for automation.
    • Installation: Install the Now Assist for Creator application to access playbook generation features.

    Important Considerations

    • This feature may be unavailable in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted instances.
    • AI outputs may not always be accurate or complete; customers should validate and apply human oversight before use, especially in sensitive domains like healthcare, finance, or security.
    • ServiceNow collects input, output, and usage data to improve AI models but provides customers the option to opt out of data collection.
    • Data used by this application may be transferred to centralized ServiceNow environments or third-party cloud providers following ServiceNow’s compliance policies.

    Next Steps and Support

    • To get started, enable the Playbook generation skill and install the Now Assist for Creator.
    • Refer to ServiceNow Community and Known Error Portal for troubleshooting and support.
    • Review ServiceNow’s AI Acceptable Use Policy to ensure compliance when deploying AI-driven playbook generation.

    Generate a playbook using AI from text prompt or image inputs. For example, you can enter a text description to generate a playbook for managing customer support cases.

    Get started

    Important:
    Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Please check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about scripts (and associated script records) in which Now Assist for code generation is called. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.