Business process map diagrams from images

  • Release version: Australia
  • Updated May 13, 2026
  • 4 minutes to read
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    Summary of Business process map diagrams from images

    ServiceNow's AI Lens skill enables users to automatically generate editable business process map (BPM) diagrams by uploading images of existing process diagrams from any tool. This feature is integrated within the Enterprise Architecture (EA) Workspace and uses the ServiceNow AI Lens platform and Otto® skill to analyze and recreate the process as native BPM diagrams. The generated diagrams facilitate faster process documentation by eliminating manual diagram rebuilding.

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    Note that this image-to-diagram feature is available only when creating business process map diagrams and depends on your ServiceNow license and role permissions. The feature is enabled by default for eligible users.

    Key Features

    • Automatic shape recognition: AI Lens identifies BPMN shapes such as tasks, sub-processes, gateways, events, pools, and lanes from the uploaded image.
    • Grouping and connections: Shapes grouped in the source image are grouped in the diagram; connections and labels between shapes are detected and recreated.
    • Entity synchronization: Recognized shapes are linked to matching records in ServiceNow when available; otherwise, new temporary records are staged if you have appropriate table permissions.
    • Review state: The generated diagram opens in a review mode allowing users to validate, edit, move, resize, add, remove, or replace shapes before accepting or discarding the diagram. The original uploaded image remains visible for reference during review.
    • Shape replacement and record updates: Users can change the shape type or update linked records without losing connections or labels, improving diagram accuracy and data consistency.
    • Permission-based record creation: New records for shapes are created only if users have the necessary permissions on the relevant tables.
    • ServiceNow Otto skills dependency: The feature requires activation of two specific skills—Create diagram from image (EA) and ServiceNow AI Lens (Platform). These must be checked and activated via the AI Admin Hub.

    Using the Feature

    When an image is uploaded, AI Lens analyzes and reconstructs the process diagram, dividing the canvas into two panes—one showing the generated diagram and the other showing the original image for comparison. Users can adjust pane sizes and edit the diagram freely during review. Accepting the diagram commits it as a draft and triggers standard approval workflows for new records, while discarding deletes all associated data permanently.

    Practical Benefits for ServiceNow Customers

    • Streamlines and accelerates business process documentation by automating diagram creation from existing images.
    • Ensures diagrams are editable and linked to ServiceNow records, enhancing integration and governance.
    • Reduces manual effort and errors in rebuilding process maps from other tools.
    • Supports permissions-based data governance by ensuring only authorized users can create or link records.
    • Facilitates validation and refinement of AI-generated diagrams before committing, ensuring accuracy and completeness.

    Use the ServiceNow AI lens skill to generate a business process map (BPM) diagram automatically by uploading an image of an existing process diagram from any tool.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Important:
    This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Screenshot comparing an AI-generated BPM diagram in the upper pane and the uploaded source image in the lower pane.

    The image-to-diagram feature in EA Workspace uses the ServiceNow AI Lens platform ServiceNow Otto® skill to analyze an uploaded image of a business process. It re-creates the process as a native, editable BPM diagram. This removes the need to manually rebuild diagrams that already exist in other tools.

    When you upload an image, AI Lens identifies shapes, pools, lanes, gateways, and the connections between them. It maps recognized shapes to entities in your instance where matching records exist, and creates new records for shapes it can't find a match for, provided you have the appropriate permissions for the tables associated with those shapes. The generated diagram opens in a review state so you can validate, adjust, and then commit it.

    Note:
    Image upload is available only when creating a business process map diagram. The Import image option is not shown for blank, business application hierarchy, or business capability map diagram types.

    In review state

    An AI-generated diagram remains in Review state until you accept or discard it. While in this state:

    • The canvas header displays an AI converted diagram badge.
    • The Share button, Show Version, and the more actions menu are hidden until the diagram is accepted.
    • The canvas is fully editable: you can move, resize, add, or remove shapes, change any shape type, or replace a shape with a different shape.

    Selecting Accept All transitions the diagram to draft state and closes the reference image pane. New records staged during diagram generation are committed following the standard approval workflow for the respective tables. Selecting Discard permanently deletes the diagram, all associated versions, the artifact, and the uploaded image, and returns you to the diagrams list view.

    Important:
    Discarding is permanent and cannot be undone.

    Canvas layout in review state

    After the diagram is generated, the canvas is divided into two panes:

    • The upper pane displays the generated diagram with all identified shapes, connections, pools, and lanes.
    • The lower pane displays the uploaded source image for reference.

    Move the cursor over the divider between the two panes to reveal the Adjust Pane control. Drag the divider to resize either pane without overlap. After the diagram is accepted or discarded, the reference image pane closes and the canvas occupies the full area.

    The shapes panel on the left is collapsed by default. Select the toggle to expand it and add shapes manually to the canvas.

    How AI Lens generates the diagram

    ServiceNow AI Lens processes the uploaded image and performs the following actions:

    • Shape identification: AI Lens identifies BPMN shapes such as tasks, sub-processes, gateways, events, pools, and lanes. Shapes in the image that have no equivalent in the EA Workspace shape library are substituted with a generic rectangle on the canvas.
    • Grouping: Shapes that appear in a grouped arrangement in the source image are also grouped in the generated diagram.
    • Edge and label detection: AI Lens detects connections between shapes and any labels on those connections.
    • Entity sync: For each identified shape, AI Lens checks whether a matching record exists in the corresponding table. If a match is found, the shape is linked to that record automatically. If no match is found, a temporary record is staged for the shape, provided you have the appropriate permissions for the tables associated with those shapes. If you don't have the required permissions, records aren't created for the corresponding shapes.

    The uploaded image is stored as an attachment on the architectural artifact record.

    Replacing shapes and updating linked entities

    You can replace any shape on the canvas with a different shape type, or update the record a shape is linked to without changing the shape type. Select the shape to open its data panel on the canvas.

    • To change the shape type, select the Shape Type list and choose the correct type from the list. All existing connections and their labels are preserved after replacement.
    • To update the linked record without changing the shape type, use the Choose Existing or Create options in the Data panel to re-link the shape to a different record.

    After a low-confidence shape is replaced, its orange border is removed and the low-confidence count in the canvas banner is reduced.

    Required ServiceNow Otto skills

    The image-to-diagram feature requires two ServiceNow Otto skills to be active: the Create diagram from image ServiceNow Otto for Enterprise Architecture (EA) skill, and the ServiceNow AI Lens skill for the platform. When either skill is inactive, the Import image button is hidden on the Diagrams page.

    Create diagram from image (EA)

    Available under Technology > EA in AI Admin Hub. This skill is active by default. To verify or reactivate, navigate to AI Admin Hub > AI Skills, expand Technology, and select EA. Confirm the Create diagram from image skill card shows Active status. If inactive, select Activate skill on the skill card. For configuration details, see Configure ServiceNow Otto for Enterprise Architecture (EA).

    ServiceNow AI Lens (Platform)

    Available under Platform > Other in AI Admin Hub. This skill must be activated by an administrator. AI Lens supports three AI model providers: Google Gemini, Azure OpenAI, and AWS Claude. The active provider is configured at the instance level under AI Admin Hub > Settings > Manage AI models > Manage model providers. For more information, see ServiceNow AI Lens and Configure ServiceNow AI Lens.