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Exploring ServiceNow Otto for Enterprise Architecture (EA)

Release version: Australia

Updated August 4, 2026

2 minutes to read

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Summary of Exploring ServiceNow Otto for Enterprise Architecture (EA)

ServiceNow Otto for Enterprise Architecture (EA) leverages generative AI capabilities to enhance how users interact with and manage their enterprise architecture data within the Enterprise Architecture Workspace. It empowers users to efficiently summarize, refine, generate, and compare architecture content and diagrams, as well as query their architecture portfolio using natural language. Access to features depends on your ServiceNow license tier.

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Key Features

Architectural Decision Record (ADR) Summarization: Quickly generate concise summaries of ADR artifacts, with options to elaborate or shorten selected text directly within the record.
Business Application Insights: Automatically generate actionable insights related to business application purpose, risks, costs, and rationalization, contextualized to the current page.
Diagram Comparison: Compare any two versions of Enterprise Modeling and Visualization diagrams with AI-generated summaries detailing differences in shapes and relationships.
Content Elaboration or Shortening: Modify descriptions and reasoning fields across various EA forms, including business applications, capabilities, and processes, with AI-assisted text adjustments.
Create Diagrams from Images: Convert uploaded images into editable business process maps by identifying diagram elements such as shapes and lanes.
Enterprise Architecture Query Agent: Ask natural language questions about your architecture portfolio to receive AI-generated answers based on your instance data, covering applications, capabilities, value streams, and more.
Generate Enterprise Architecture Diagrams: Use conversational AI workflows to build hierarchical diagrams of business applications within the Otto panel.
Dashboard Insights: Query and analyze Enterprise Architecture Workspace dashboard data conversationally to identify trends and generate charts without manual data review.
Conversational Registration: Register business applications and digital integrations via guided Virtual Agent conversations that map responses to form fields automatically.

Key Outcomes

By utilizing ServiceNow Otto for EA, customers can expect streamlined enterprise architecture management with reduced manual effort, improved accuracy, and enhanced decision-making through AI-powered insights and automation. Natural language querying and AI-driven diagram generation enable faster exploration and visualization of architecture data, while conversational registration simplifies the onboarding of new applications and integrations. These capabilities help organizations maintain a clear, up-to-date understanding of their enterprise architecture to support strategic planning and operational efficiency.

Additional Considerations

The AI models driving these features can be provided by Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS. Administrators can control feature availability and preferences through AI Control Tower and the AI Admin Hub console. For optimal use, ensure appropriate roles and configurations are set, including enabling Knowledge Graph system properties and AI Data Explorer settings.

With the ServiceNow Otto for EA features, you can use generative AI skills to summarize and refine content, generate and compare diagrams, gather insights into business applications, and query your enterprise architecture portfolio using natural language in the Enterprise Architecture Workspace.

ServiceNow Otto for Enterprise Architecture (EA) overview

ServiceNow Otto for EA includes generative AI skills and features that enable Enterprise Architecture Workspace users to work more efficiently with their enterprise architecture data.

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.

Skills

ServiceNow Otto for Enterprise Architecture (EA) includes the following generative AI skills.

Architectural Decision Record (ADR) summarization: Generate a concise summary of an Architectural Decision Record (ADR) artifact using ServiceNow Otto for EA. You can also shorten or elaborate selected text in the ADR document using the context menu, and insert the generated content directly into the record.
Business application insights: Generate concise and actionable insights for business applications, including details about purpose, risk, cost, and rationalization recommendations. Insights are context-aware and automatically include relevant information from the page where you initiate them.
Compare Enterprise Modeling and Visualization diagrams: Compare any two versions of an Enterprise Modeling and Visualization diagram and get an AI-generated summary of the differences, including an executive summary and a breakdown of shapes and relationships that were added, modified, or removed.
Elaborate or shorten content in form fields: Elaborate or shorten text in the description or reasoning fields on forms for business applications, business capabilities, business processes, value stream stages, and information objects. You can also use prompts to generate content for the Reasoning field in the Planned Disposition section of a business application form.
Create diagram from image: Generate an editable business process map diagram from an uploaded image. ServiceNow Otto for EA identifies shapes, pools, lanes, and connections from the image and creates the diagram in the Enterprise Architecture Workspace.
Enterprise Architecture query agent: Ask natural language questions about your enterprise architecture portfolio and get AI-generated answers grounded in your instance data. The agent queries across business applications, capabilities, value streams, technology standards, and information objects.
Generate enterprise architecture diagram: Use the Generate enterprise architecture diagram agentic workflow to create Enterprise Modeling and Visualization diagrams for business applications hierarchy through a conversation with an AI agent in the ServiceNow Otto panel.
Dashboard insights: Use a conversational interface to query and analyze data from Enterprise Architecture Workspace dashboard widgets. Ask natural language questions to retrieve insights, identify trends, and generate charts without manually reviewing dashboard visualizations.
Register a business application conversationally: Use a conversational experience in Virtual Agent to register a business application by answering a series of guided questions. The virtual agent maps your responses to the appropriate form fields automatically.
Register a digital integration conversationally: Use a conversational experience in Virtual Agent to register a digital integration by answering a series of guided questions.

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.