Configure ServiceNow Otto for Enterprise Architecture \(EA\)

task australia Updated Sep 10, 2026 8 min read configure-now-assist-ea.md
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If you have the admin role, you can configure the ServiceNow Otto for Enterprise Architecture (EA) to enable generative AI skills in Enterprise Architecture Workspace (EA).

Before you begin

Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

Role required: admin

About this task

Use the AI Admin Hub to configure ServiceNow Otto for EA. While all ServiceNow Otto for EA skills are activated by default, you can use this console to activate the plugins in case it’s turned off or configure the generative AI skills. For additional information, see Overview tab in AI Admin Hub.

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

The following table lists the features and skills that you can access from the AI Admin Hub.

EA feature Skill
Architectural decision record (ADR) Architectural decision record doc summarization and actions (Enterprise Architecture Workspace)
Business application Business application insights (Enterprise Architecture Workspace)
Enterprise architecture diagrams Diagram change analysis (Enterprise Architecture Workspace)
Form fields associated with business applications, business capabilities, business processes, value stream stages, and information objects Refine text (Enterprise Architecture Workspace)
Business process map diagrams Create diagram from image (Enterprise Architecture Workspace)

  • Note: The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

  • Note: Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

The ServiceNow Otto for Enterprise Architecture (EA) system requirements are as follows:

  • ServiceNow Otto® for Platform (v7.0.1)
  • Enterprise Architecture Workspace (v3.4.0)

Procedure

  1. Install the ServiceNow Otto for Enterprise Architecture (EA) plugin (sn_ea_gen_ai).

  2. Navigate to All > AI Admin Hub > AI Skills to access the skills tab of the AI Admin Hub.

    If you’re already in the AI Admin Hub, you can select the AI Skills tab on the screen.

  3. Select the expand row icon [Omitted image "ExpandIcon.png"] Alt text: Expand row icon. next to Technology.

  4. Select EA.

  5. Activate and configure the skill for ServiceNow Otto for Enterprise Architecture (EA).

Skill

Action

ADR Doc Summarization and Actions
  1. On the Enterprise Architecture Workspace skill card, select View details.
  2. Select Activate skill.
  3. Go to step 6 and review the details.

Business application insights

  1. Select Activate Skill.

  2. On the Choose input tab, view the table, fields, and related list details that ServiceNow Otto® leverages to generate business application insights.

  3. On the Define availability tab, configure when and under what conditions the skill will be available and select Save and continue. The available options are:

    • Skill is always available: Select this option if you want the skill to be available at all times.
    • Customize skill availability: Select this option if you want to define specific conditions for the availability of the skill. For example, you can define whether you want this skill to be available for active business applications.

  4. On the Define trigger tab, select how the skill is triggered and select Save and continue. The available options are:

    • User trigger: Select this option if you want users to generate business application insights on demand by selecting Generate insights. Insights are generated only when users request them, which helps avoid generating insights when users only want to view business application details. For example, in the application rationalization bubble chart, the side panel opens on the Details tab.
    • Automatic: Select this option if you want the skill to generate business application insights automatically, without user interaction. For example, when users open a business application record page, the insights are already generated. For example, in the application rationalization bubble chart, the side panel opens on the Insights tab. Optionally, define conditions for triggering the skill automatically by selecting a field, an operator, and a value. To add more conditions, select New condition set. For example, you can set the skill to trigger automatically only for active business applications. By default, the skill trigger is set to Automatic.

  5. On the Define access tab, verify the roles that have access to the skill.

If you want to provide access to more roles, perform the following:

1.  Select the edit icon \[Omitted image "edit-icon.png"\] Alt text:.
2.  Verify that your application scope is set to ServiceNow Otto for Enterprise Architecture \(EA\). For information on how to change the application scope, see [Application picker](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/c_ApplicationPicker.md).
3.  Select the user access level, according to your requirement.
    -   **Any authenticated user**: Selecting this option enables any logged-in user to use the skill.
    -   **Select Roles**: Selecting this option enables you to add specific roles in the **Roles** field.
  1. Select Apply.

The new role is added to the access list.

Note: The Role restrictions to skill section displays the roles that have access to the skill, by default.

  1. Go to step 6 and review the details. Note: An admin user can also define and configure custom parameters for the prompt. To define and configure custom parameters, perform the following:

  2. Select the context menu icon ([Omitted image "eaw-icon-menu.png"] Alt text: Row context menu icon.) next on the Business applications insights card.

  3. Select Make a copy.

The You are making a copy of a skill dialog box appears.

  1. Select Make a copy.
  2. Perform the following:
    1. On the General details tab, modify the name or description of the skill and select Save and continue.
    2. On the Choose input tab, modify the table, fields, and related list details that ServiceNow Otto® leverages to generate business application insights and select Save and continue.
    3. On the Define availability tab, configure when and under what conditions the skill will be available and select Save and continue.
    4. On the Define trigger tab, select how the skill is triggered and select Save and continue.
    5. On the Define access tab, modify the roles that have access to the skill and select Save and continue.
    6. On the Select display tab, enable the Display toggle and then elect Save and continue.
    7. On the Review and activate tab, review the summary of your choices and select Activate.

Diagram change analysis

  1. Select Turn on.

  2. On the Turn on Diagram change analysis page, verify the roles that have access to the skill.

  3. If you want to provide access to more roles, perform the following:

    1. Select the edit icon [Omitted image "edit-icon.png"] Alt text:.
    2. Verify that your application scope is set to ServiceNow Otto for Enterprise Architecture (EA). For information on how to change the application scope, see Application picker.
    3. Select the user access level, according to your requirement.
      • Any authenticated user: Selecting this option enables any logged-in user to use the skill.
      • Select Roles: Selecting this option enables you to add specific roles in the Roles field.

  4. Select Apply.

The new role is added to the access list.

Note: The Role restrictions to skill section displays the roles that have access to the skill, by default.

  1. Select Turn on.

The diagram change analysis skill is activated.

Refine text
  1. Select Activate Skill.
  2. Go to step 6 and review the details.

Create diagram from image

If the skill is inactive:

  1. Select Turn on.
  2. Go to step 6 and review the details.
6. Review the following parameters for the selected skill. 
1.  Review the roles than can access the skill. If necessary, select the edit icon \[Omitted image "edit-icon.png"\] Alt text: if you want to add access to more roles.

    You must verify that your application scope is set to ServiceNow Otto for Enterprise Architecture \(EA\). For information on how to change the application scope, see [Application picker](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/c_ApplicationPicker.md).

    **Note:**

    -   For the ADR doc summarization and actions skill, the sn\_apm.apm\_user and sn\_apm.apm\_read roles are selected by default.

        To learn more about security in ServiceNow Otto AI agents with access control lists \(ACLs\), see [Implement access control in AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/aia-security-implementation.md).

    -   The **Role restrictions to skill** section displays the roles that have access to the skill, by default.
2.  **Select display**: Review where the skill appears.

    **Note:** When the **In-product desktop** option is selected, the skill is displayed in all EA products.

    Select **Save and continue**.

3.  **Review and activate**: Review the summary of your choices.

  1. Complete the configuration and activate the skill by selecting Activate.

    The skill is configured and activated.

Parent Topic:Configuring Enterprise Architecture Workspace

Related topics

ServiceNow Otto for Enterprise Architecture (EA) access roles

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