Configure AI Desktop Actions

  • Release version: Zurich
  • Updated November 2, 2025
  • 1 minute to read

    • You can enable the AI Desktop Actions application if you have the admin role.

    Before you begin

    To get started with AI Desktop Actions, you must have:

    • A ServiceNow Pro Plus or Enterprise Plus license.
    • An instance on Zurich Patch 4 or later.
    • A .NET 9.0 runtime v9.0.10 and .NET 9 Desktop Runtime v9.0.10 is installed.
    Role required: administrator

    About this task

    AI Desktop Actions isn’t a standalone store application that you can install directly. To enable AI Desktop Actions 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 AI Desktop Actions 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 ServiceNow Otto packages and to review the number of assists consumed.
    • Perform these steps in your ServiceNow instance.

    For more information about the components installed, see Components installed with AI Desktop Actions.

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. Search for and select a generative AI application, such as ServiceNow Otto for IT Service Management (ITSM) or ServiceNow Otto for Platform.
    3. Select Install.

    What to do next

    Defined desktop action
    Download and install the AI Desktop Actions installer on your system to automate repetitive tasks that involve fixed steps in your desktop and web environment. For more information, see Download AI Desktop Actions installer.
    Adaptive desktop action
    Install the Chrome browser extension and configure allowed websites to automate repetitive tasks that involve adaptive steps for web applications. For more information, see Install the Google Chrome extension for adaptive desktop actions and Configure allowed websites for adaptive desktop actions.