Playbook Assist

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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 Assist

    Playbook Assist is a feature within the Now Assist for Creator application that enables ServiceNow customers to quickly generate playbooks from text, images, or a combination of both. For example, customers can upload an image of a business process diagram along with descriptive text to automatically create a structured playbook. This capability streamlines playbook creation by leveraging AI-generated recommendations and automation.

    Show full answer Show less

    Note that some Now Assist features, including Playbook Assist, may not be available in certain restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, or for self-hosted customers. Availability updates will be communicated in future releases.

    Key Features

    • Multi-Input Playbook Generation: Upload images (e.g., whiteboard diagrams) and/or descriptive text to generate playbooks efficiently.
    • AI-Generated Recommendations: Receive suggestions for placeholder activities based on activity names and descriptions, helping to complete and refine playbooks.
    • Integration with Now Assist for Creator: Playbook Assist skills must be enabled within the Now Assist for Creator application to start building playbooks.
    • Data Processing and Collection: Inputs and outputs are transferred and processed according to ServiceNow policies, potentially involving third-party cloud providers. Customers can opt out of data collection related to AI model improvement.
    • Role-Based Access: Specific roles are required to use Playbook Assist functions, ensuring controlled and secure access.

    Important Considerations for Customers

    • AI Limitations: Since Playbook Assist relies on AI and machine learning, outputs may not always be completely accurate or appropriate. Customers must validate AI-generated content and apply human oversight, especially in sensitive areas such as healthcare, finance, legal, or security.
    • Compliance and Data Security: Data used by Playbook Assist is handled per ServiceNow’s internal policies and compliance standards. Customers should review these policies to ensure they meet organizational requirements.
    • Support and Troubleshooting: Customers can access the ServiceNow Community, Known Error Portal, and Customer Service for help with Playbook Assist.

    Getting Started

    • Enable Playbook Assist skills within the Now Assist for Creator application.
    • Provide textual descriptions, images, or both to generate playbooks.
    • Leverage AI recommendations to enhance playbook completeness and accuracy.

    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. Further, 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.