Configure ServiceNow AI Lens

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If you have the admin role, you can enable the ServiceNow AI Lens application (sn_ai_lens) to extract and comprehend data for various workflows.

    Before you begin

    To get started with ServiceNow AI Lens, you must have:

    • A ServiceNow Pro Plus or Enterprise Plus license.
    • Your ServiceNow® subscription must include access to AI capabilities.
    • ServiceNow AI Lens is supported on the following family releases:
      • Australia Patch 1 or later
      • Zurich Patch 1 or later
      • Yokohama Patch 6 or later
    Role required: admin

    About this task

    ServiceNow AI Lens isn’t a standalone store application that you can install directly. To enable ServiceNow AI Lens on your instance, you must install other generative AI applications, such as ServiceNow Otto for IT Service Management (ITSM) or ServiceNow Otto for Customer Service Management (CSM).

    • Review the ServiceNow AI Lens application listing in ServiceNow Store for information on dependencies, licensing or subscription requirements, and release compatibility.
    • Refer to the document to see the prebuilt skills that exist and are currently available for purchase in AI packages and to review the number of assists consumed.
    • Perform these steps in your ServiceNow instance.

    By enabling the ServiceNow AI Lens application (sn_ai_lens), you can view the ServiceNow AI Lens and download modules in your ServiceNow instance.

    The following items are installed with ServiceNow AI Lens:
    • Roles
    • Tables

    For more information, see Components installed with ServiceNow AI Lens.

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. In the search field, under the heading Search your licensed applications and plugins, enter the name of the ServiceNow Otto application that you want to install.
      For example, you can enter ServiceNow Otto for IT Service Management (ITSM).
    3. Press Enter.
      The ServiceNow Otto application listing appears.
    4. Select the ServiceNow Otto application card.
    5. Select Install.

    Result

    The ServiceNow AI Lens and ServiceNow AI Lens Core applications are installed.

    What to do next

    Turn on the ServiceNow AI Lens skill to extract, comprehend, and synthesize visual data to optimize your workflows. For more information, see Activate the ServiceNow AI Lens skill.