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 detailed playbooks using artificial intelligence (AI) from text prompts or image inputs. This functionality supports various use cases, such as managing customer support cases, by generating structured workflows quickly and efficiently.

    Show full answer Show less

    Key Features

    • Generate playbooks from text or images: Input text descriptions or images to automatically create relevant playbooks leveraging AI capabilities.
    • Playbook generation from knowledge base (KB) articles: Use KB content as a source to generate comprehensive playbooks.
    • Integration with ServiceNow Otto for Creator: Installation of this tool is required to enable playbook generation features.
    • Configuration and enablement: Activate the Playbook generation skill and customize generation prompts to suit your organizational needs.

    Considerations and Limitations

    • Some Now Assist features, including playbook generation, are currently unavailable in restricted environments such as FedRAMP, NSC DOD IL5, and Australia IRAP-Protected data centers, as well as self-hosted instances.
    • AI-generated content may not always be fully accurate or appropriate; customers must apply human oversight and thoroughly test outputs before relying on them for critical decisions.
    • Data used for generating playbooks is transferred to centralized ServiceNow environments and possibly third-party cloud providers in compliance with ServiceNow’s data handling policies.
    • ServiceNow collects inputs, outputs, and edits associated with this feature to improve AI models, with an opt-out option available for customers.

    Practical Impact for ServiceNow Customers

    By using the playbook generation feature, customers can streamline the creation of operational workflows, reduce manual effort, and accelerate response times for common processes like customer support. However, given AI’s limitations, organizations must validate generated playbooks carefully and ensure compliance with data handling and security policies, especially in sensitive or regulated environments.

    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.