AI Skill Kit

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of AI Skill Kit

    ServiceNow® AI Skill Kit enables customers to create and publish custom prompts and skills for Otto, enhancing flexibility with Otto’s generative AI capabilities. This kit supports configuring prompts and deployment settings, allowing tailored AI skill creation to meet specific business needs.

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    Availability and Restrictions

    Not all AI model providers, products, or features are available to customers with in-country SKUs or those operating in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or regulated markets. Availability varies by region and data center compliance requirements. Customers should monitor updates in future releases and reference ServiceNow Knowledge Base articles for detailed information on restrictions.

    AI Limitations and Responsibilities

    The AI Skill Kit leverages AI and machine learning, which may produce outputs that are not always accurate, complete, or appropriate. Customers must rigorously test and evaluate AI-generated outputs for their specific use cases, especially in sensitive or consequential domains like healthcare, finance, legal, employment, security, or infrastructure. Human oversight is essential, and AI outputs should not be the sole basis for critical decision-making. Users must comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Collection

    Using AI Skill Kit involves transferring data from customer instances to centralized ServiceNow environments, potentially hosted in different regions or third-party clouds such as Microsoft Azure. Data is managed according to ServiceNow’s internal policies. ServiceNow collects inputs, outputs, and edits from AI Skill Kit usage to improve its technologies, with customers having the option to opt out of data collection at any time.

    Support and Resources

    • Access community forums for questions and knowledge sharing about AI Skill Kit.
    • Search the Known Error Portal for known issues and resolutions.
    • Contact Customer Service and Support for direct assistance.

    Use ServiceNow® AI Skill Kit to create and publish custom prompts and skills for Otto. Creating custom skills and prompts enables you to have greater flexibility with Otto's generative AI capabilities.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI 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. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to 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. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.