Playbook generation

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Playbook Generation

    Playbook generation enables ServiceNow customers to create playbooks using generative AI by providing text or image inputs. This feature helps automate the creation of structured workflows, such as managing customer support cases, by generating playbook outlines with placeholder activities. It is available through the Now Assist for Creator application.

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    Key Features

    • Input Flexibility: Generate playbooks from either text descriptions or images, streamlining workflow design.
    • Playbook Generation Skill: Activate the playbook generation skill within Now Assist for Creator to use generative AI for outlining playbooks.
    • Role Integration: Specific roles are installed to support the playbook generation functionality within Now Assist.
    • Data Handling and Privacy: Data used for generation is transferred securely to centralized ServiceNow environments or trusted third-party cloud providers and managed according to ServiceNow’s compliance policies.

    Important Considerations

    • Certain Now Assist features, including playbook generation, may not be available in restricted data center environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected, or for self-hosted customers.
    • AI-generated outputs might not always be fully accurate or appropriate. Customers must evaluate, test, and apply human oversight, especially for critical use cases like healthcare, finance, or security.
    • ServiceNow collects inputs, outputs, and edits from playbook generation to improve AI models, with an option for customers to opt out of data collection.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy when utilizing this feature.

    Getting Started and Support

    • Enable the playbook generation skill within Now Assist for Creator to start creating playbooks.
    • Explore documentation and community resources for configuration and troubleshooting guidance.
    • Contact ServiceNow Customer Service and Support for further assistance.

    Use Now Assist to generate a playbook from text or image inputs. For example, you can enter a text description to generate a playbook for managing customer support cases. Playbook Assist is part of the Now Assist for Creator application.

    Get started

    Important:
    Some Now Assist 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. Please 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. In addition, this application will collect information about scripts (and associated script records) in which Now Assist for code generation is called. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.