ServiceNow AI Lens

  • Release version: Zurich
  • Updated March 20, 2025
  • 2 minutes to read
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    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 ServiceNow AI Lens

    ServiceNow AI Lens is an AI-powered application designed to enhance your workflows by using generative AI to scan, extract, comprehend, and synthesize data. It leverages Azure OpenAI GPT-4o large language model (LLM) to analyze captured screens and data within your ServiceNow environment. This tool is intended to help you optimize processes by providing intelligent insights and automation capabilities.

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    Key Features

    • Generative AI Analysis: Capture and analyze screen data to extract meaningful information and improve workflow efficiency.
    • Configuration and Use: Easily configurable within ServiceNow, enabling you to start capturing and leveraging AI-driven data insights quickly.
    • Component Details: Includes defined roles, tables, and limitations to manage AI Lens functionality effectively.
    • Data Handling: Data from your instance is transferred securely to centralized ServiceNow environments and potentially to third-party cloud providers like Microsoft Azure, in compliance with ServiceNow’s internal policies.
    • Data Collection and Improvement: Inputs, outputs, and edits are collected to enhance ServiceNow’s AI models, with an option for customers to opt out of data collection.

    Important Considerations

    • Some AI Lens features are unavailable in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted instances.
    • Availability varies by region; customers should verify feature availability for their location.
    • Do not scan sensitive or personally identifiable information (PII), including medical or financial records, to avoid exposing confidential data to the AI model.
    • AI Lens outputs may not always be accurate or appropriate; human oversight is essential, especially in high-impact areas like healthcare, finance, legal, and security.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy and continuously evaluate AI-generated results before making decisions.

    Support and Troubleshooting

    ServiceNow provides resources such as the Community forum, Known Error Portal, and Customer Service and Support to assist with troubleshooting and optimizing your use of AI Lens.

    With ServiceNow AI Lens, which is a ServiceNow® AI application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows.

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    Important:
    • Some ServiceNow 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 ServiceNow AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information.
    • ServiceNow AI Lens currently uses Azure OpenAI GPT-4o LLM.

    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 dy ServiceNow Otto 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.