Business process map diagrams from images

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

    The ServiceNow AI Lens skill enables customers to automatically generate business process map (BPM) diagrams by uploading images of existing process diagrams from any tool. This feature, available in the Enterprise Architecture (EA) Workspace, uses AI to analyze the uploaded image and recreate it as a native, editable BPM diagram within ServiceNow, eliminating the need for manual diagram rebuilding.

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    This generative AI skill is enabled by default for users with appropriate roles and permissions, and the image-to-diagram functionality is accessible only when creating business process map diagrams—not for blank diagrams, business application hierarchies, or business capability maps.

    Key Features

    • AI-Powered Diagram Generation: AI Lens identifies BPMN shapes such as tasks, gateways, events, pools, and lanes in the uploaded image and maps them to corresponding entities in ServiceNow. Shapes without matches generate temporary new records if permissions allow.
    • Review State: The generated diagram opens in a review state where you can validate, edit, or discard it. During review, the diagram is fully editable—shapes can be moved, resized, added, removed, or replaced, and connections and labels are preserved.
    • Canvas Layout: The canvas is split into two panes—the generated diagram on top and the original uploaded image below for reference. Pane sizes can be adjusted, and after acceptance or discard, the image pane closes for full canvas use.
    • Shape Replacement and Record Linking: Users can replace any shape with another type or update the linked record without changing the shape type. This helps correct any low-confidence AI identifications and maintain accurate entity associations.
    • Permissions and Records Management: New records created during diagram generation follow the standard approval workflows. If users lack permissions for certain tables, no records are created for those shapes.
    • Required Skills Activation: The image-to-diagram feature requires two active ServiceNow Otto skills: “Create diagram from image” for EA and the platform-level “ServiceNow AI Lens” skill. Both must be enabled via AI Admin Hub for the feature to be available.

    Practical Benefits for ServiceNow Customers

    • Saves Time and Effort: Automates conversion of external process diagrams into editable ServiceNow BPM diagrams, speeding up documentation and process analysis.
    • Improves Accuracy: AI-assisted shape and connection detection reduces manual errors and ensures consistency with existing ServiceNow entities.
    • Flexible Editing: Allows quick corrections and refinements during review before committing diagrams to your architecture repository.
    • Seamless Integration: Links shapes to existing configuration items or creates new ones in ServiceNow, maintaining data integrity and governance.
    • Controlled Access: Ensures that only users with appropriate permissions can create or update records, supporting compliance and data security policies.

    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 .
    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 AI agents, skills, 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.