Generative AI skills

ServiceNow AI Platform products contain generative AI skills that are tailored to meet the needs of users in different workflows.

By default, all skills exist in the global domain. When you use AI in a domain-separated environment, users are only able to access data in their domain. For example, if a user uses the summarization skill, AI only uses material that exists in the user's domain when generating that summary. Additionally, there is no co-mingling of data for domain-separated instances when using generative AI skills. The data resides only on the instance, and the shared services used for generative AI do not persist any requests (prompts) and responses. For more information, see Domain separation in the AI Admin Hub console. (Note that global domain is not the same as global scope. For more information, see Exploring Next Experience pickers.)

Important:

Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.

Note:

Some workflow skills support ServiceNow Otto functionality. Deactivating these skills may negatively impact some features.

Table 1. Available skills by workflow

Workflow	Product	Available skills
Technology	ServiceNow Otto for Collaborative Work Management (CWM) (CWM)	Acceptance criteria generation Docs summarization Doc generation Task generation
Technology	ServiceNow Otto for Configuration Management Database (CMDB)	Configuration item (CI) summarization Manage duplicate CIs Service Graph Connector diagnosis
Technology	ServiceNow Otto for Enterprise Architecture (EA)	ADR DOC summarization and actions Business application insights Diagram change analysis Refine text Register a business application Register a digital integration
Technology	ServiceNow Otto for Operational Sustainability	Extract data from utility invoices
Technology	ServiceNow Otto for Hardware Asset Management (HAM)	Generate hardware asset insights
Technology	ServiceNow Otto for Integrated Risk Management (IRM)	Common control objective creation Control objective impact analyzer Control objective rationalization and deduplication Use Recommendation of similar control objectives skill to generate suggestions Issue summarization Recommendations for regulatory alert impacted areas Recommendation of similar control objectives Regulatory alert summarization Regulatory alert impacted citations Regulatory alert impacted control objectives Regulatory alert impacted controls Regulatory alert impacted policies Risk assessment summarization Risk event summarization Risk event summarization in the classic UI
Technology	ServiceNow Otto for IT Operations Management (ITOM)	Alert analysis Alert investigation Analyze service health Analyze service observability dashboard LEAP installer Service Mapping Candidate Service mapping candidates Impact
Technology	ServiceNow Otto for IT Service Management (ITSM)	Change request risk explanation Change request summarization Chat reply recommendation Chat summarization Email recommendation Generate change risk assessments answers and reasoning Incident assist Incident sentiment analysis Incident summarization Investigate boot time issues Investigate Zoom call quality issues KB generation Release notes generation Request activity response generation Requested item activity response generation Resolution notes generation Sidebar discussion summarization Suggested steps generation
Technology	Operational Technology (OT) Manager Foundation	Search for a related record
Technology	ServiceNow Otto for Operational Technology (OT) Service Management	OT incident summarization OT resolution notes generation
Technology	ServiceNow Otto for Privacy Management	Control objective impact analyzer Common control objective creation Recommendation of similar control objectives Risk assessment summary
Technology	ServiceNow Otto for Security Incident Response (SIR)	Correlation insights generation Generate content for shift handover Post-incident analysis Resolution notes generation Security incident quality assessment Security incident recommended actions Security incident summarization Security operations metrics analysis
Technology	ServiceNow Otto for Software Asset Management (SAM)	Extract entitlements from contract Error log summarization Error resolution recommendation Publisher compliance summarization Product compliance summarization Recommended actions SaaS user resolution Contract entitlement data extraction Product match reviewer Software normalization
Technology	ServiceNow Otto for Strategic Portfolio Management	Create a demand EAP doc summarization Identify similar records Multi feedback summarization Planning item doc summarization Project doc summarization Project insights generation Refine records Story generation Target generation Write planning item
Technology	GRC: Third-party Risk Management (TPRM)	TPRM issue summarization
Technology	Vulnerability Response	Approval recommendation Now Assist recommendation SEM insights SPC setup connector Suggest vulnerability solutions Vulnerable item deduplication
Customer	ServiceNow Otto for Customer Service Management (CSM)	Activity response generation Automated quality assurance Case summarization Chat recommendation Chat summarization Customer summarization Email recommendation KB generation Resolution notes generation Sentiment analysis case Sentiment analysis dashboard Sentiment analysis for email interactions Sidebar summarization Special handling notes summarization Suggested steps generation Trending topics dashboard
Customer	ServiceNow Otto for Field Service Management (FSM)	KB generation Sidebar summarization Work order task summarization
Customer	ServiceNow Otto for Financial Services Operations (FSO)	Case summarization Disputes intake via Virtual Agent
Customer	ServiceNow Otto for Order Management	Order summarization
Customer		Government case summarization Chat summarization
Customer	ServiceNow Otto for Telecommunications, Media, and Technology (TMT)	Account onboarding case summarization Customer play summary Customer service summary Engagement summary Internal play summary KB generation Resolution notes generation Risk signal and issues summary Service problem case summarization Success initiative summary Test summarization Touchpoint summary Transform mapping assist
Employee	ServiceNow Otto for Employee Experience	Requested item summarization for approvals Request summarization for approvals Case summarization for approvals
Employee	ServiceNow Otto for Health and Safety	Incident summarization
Employee	ServiceNow Otto for HR Service Delivery (HRSD)	Case summarization Chat reply recommendation Chat summarization Email recommendation ER case summarization ER interview summarization KB generation Employee information summarization Resolution notes generation Sentiment analysis for HR case Sentiment analysis for HR task Sidebar discussion summarization
Employee	ServiceNow Otto for Legal Service Delivery (LSD)	Get category of the legal request Legal matter summarization Legal request summarization Triage legal request AI Search Triage legal request capability
Employee	Now Assist in Contract Management	Contract analysis Contract metadata extraction Contract obligation extraction Contracts query classifier Conversational contract search and insights
Employee	ServiceNow Otto for Workplace Service Delivery (WSD)	Reserve Space Virtual Agent topic Workplace Case Summarization
Creator	ServiceNow Otto for Creator	App generation Build Agent Catalog item generation App summary generation Client script summarization Code Assist autocomplete Code Assist edit Code assist summarization Code Assist generation Event handler generation Experience generation Flow generation Flow generation with images Flow recommendations Flow summarization Mobile card generation Playbook generation Playbook generation from KB Playbook generation with images Playbook recommendations Playbook summarization Process inefficiency highlights Robotic Process Automation (RPA) bot generation skill Spoke generation Test generation Work notes analysis
Platform	Now Assist Platform	Article optimization Complete record generation Conversational Help Document summarization Dynamic Guidance Extract information from documents GAF skills Identify duplicate articles Knowledge content recommendation Multimodal chat Navigation New column data generation Potential knowledge gaps Requester approval checklist ServiceNow Lens Smart documents TextToResult
Data and Analytics	Now Assist skills for Analytics	AI Data Explorer skills Analytics exploration Exploration summarization Refine text in exploration Query Generation skills Analytics query generation Analytics insight generation Analytics follow up generation Analytics hidden insight generation Skills installed by default with Platform: Dashboard and visualization export Data visualization generation
Finance & Supply Chain	ServiceNow Otto for Accounts Payable Operations (APO)	Invoice case summarization Invoice inquiry solution generator Purchase order line mapping Purchase order summarization
Finance & Supply Chain	ServiceNow Otto for Supplier Lifecycle Operations (SLO)	Email response Sentiment analysis Supplier case summarization Supplier summarization Supplier performance summarization
Finance & Supply Chain	ServiceNow Otto for Sourcing and Procurement Operations (SPO)	Negotiation summarization Procurement case summarization Purchase requisition summarization Sourcing event summarization Sourcing request summarization
App Engine	ServiceNow Otto for App Engine	Custom app record summarization
Impact	Impact The Impact workflow contains technical accelerators that can help you get started more quickly with some Now Assist features.	Jumpstart Your Now Assist for Creator Jumpstart Your Now Assist in Document Intelligence Jumpstart Your Now Assist in Virtual Agent Jumpstart Your Now Assist Skill Kit
Vault	Now Assist for Vault	Check role access Generate custom data pattern Schedule Data Discovery job
Other	ServiceNow Otto for Zero Copy Connector	ERP data discovery ERP data query