Frequently Asked Questions about ServiceNow AIOps LEAP

ShabaanaS · 2 hours ago

Q1. What is AIOps LEAP and what does it do?

Answer: AIOps LEAP is a smart tool that helps IT support teams fix computer problems faster. When the same issue keeps happening over and over, AIOps LEAP notices the pattern and creates a guide to fix it quickly. It's like having a recipe book for solving IT problems—instead of figuring out the solution each time, you can follow the steps that already worked before.

Example: Let's say 50 people can't connect to the company VPN each month. Instead of your IT team solving this problem 50 times, AIOps LEAP creates one simple guide that anyone on the team can follow to fix VPN issues quickly.

Q2. What are Automation Opportunities (AOs)?

Answer: An Automation Opportunity (or AO) is simply a group of similar problems that keep happening. AIOps LEAP looks at all your IT tickets and says, "Hey, I noticed this same issue came up 30 times last month—let's create a quick fix for it!" Each AO represents one type of problem that's worth automating.

Example: If 20 people report "My Outlook keeps crashing," AIOps LEAP groups all these reports together into one AO called "Outlook Crashing Issues" instead of treating them as 20 separate problems.

Q3. Who can use AIOps LEAP and what can they do?

Answer: There are three types of users:

Admin: The person who sets everything up. They can create automated solutions, turn features on or off, and manage the whole system. (Think of them as the chef who creates the recipes.)
Viewer: Someone who can look at the data and reports but can't change anything. (Like someone reading the recipe book.)
Agent: The support staff who use the automated solutions to fix problems quickly. (Like a cook who follows the recipes to make meals.)

Example: Your IT manager might be the Admin who creates automation. Your help desk staff would be Agents who use these automations to solve user problems faster.

Q4. What can I create using AIOps LEAP?

Answer: AIOps LEAP helps you create four helpful things:

Step-by-step instructions:

Clear directions on how to fix a problem
Problem records: Detailed notes to figure out why something keeps breaking
Help articles: Guides that anyone can search and read when they need help
Automated playbooks: Scripts that fix problems automatically without human help

Example: For a problem like "password reset requests," you could create: instructions on how to reset passwords, a help article employees can read themselves, and an automated process that resets passwords without needing IT staff.

Q5. How does AIOps LEAP decide which problems are most important?

Answer: AIOps LEAP sorts problems into four priority levels:

Critical: Problems that stop important business operations (like your email system going down)
High: Serious problems that need quick attention
Moderate: Important problems that can wait a bit
Low: Minor problems that aren't urgent

This helps your team work on the biggest fires first instead of getting distracted by small issues.

Example: If both "company website is down" and "one printer isn't working" need fixing, AIOps LEAP marks the website as Critical and the printer as Low, so your team knows to fix the website first.

Q6. What AI technology does AIOps LEAP use?

Answer: AIOps LEAP uses artificial intelligence (AI) to learn from past problems and create solutions. You can choose which AI provider to use—it's like choosing which brand of engine to power your car. Options include ServiceNow's own AI, Microsoft's AI, Google's AI, or Anthropic's AI.

Your IT administrator picks which one works best for your company. Some choices might not be available depending on where your company is located or your security requirements.

Q7. What are the main benefits of using AIOps LEAP?

Answer: AIOps LEAP helps your IT team in several ways:

Solves problems faster: Less time spent figuring out solutions
Handles the most important issues first: Shows you which problems cost the most time and money
Makes automation easy: Turns repetitive tasks into automatic processes
Helps junior staff do more: Even new team members can solve complex problems with clear guides
Gets more work done: Your team can handle more tickets in less time

Example: Before using AIOps LEAP, your help desk might solve 20 problems per day. With AIOps LEAP's guides and automation, they might solve 35 problems per day with less stress.

Q8. What is Now Assist for ITOM and how does it relate to AIOps LEAP?

Answer: Now Assist for ITOM is the big umbrella—it's ServiceNow's entire AI system for IT operations. AIOps LEAP is one specific tool under that umbrella. Now Assist for ITOM helps you understand what's happening with your IT systems, while AIOps LEAP specifically focuses on automating how you fix recurring problems.

Example: Now Assist for ITOM might tell you "Server 5 is running hot and might crash." AIOps LEAP helps you create an automatic fix that restarts the server and cools it down whenever this happens.

Q9. How do I start creating automated solutions?

Answer: It's a simple five-step process:

Look at the list: Check the main page to see which problems happen most often
Pick one problem: Choose a high-priority issue to work on
Create a solution: Let the system generate step-by-step instructions
Review and adjust: Read through the steps and make changes if needed
Save it: Create a help article or automated script that your team can use

The whole process takes about 10-15 minutes per problem.

Example: You see that "password expired" issues happen 100 times per month. You click on it, review the AI-generated steps (reset password, send confirmation email), and create an automated process. Now whenever someone's password expires, the system handles it automatically—no human needed!

Q10. How can I see the value and savings from using AIOps LEAP?

Answer: AIOps LEAP includes a Value Dashboard that shows you exactly how much time and money you're saving through automation. It tracks metrics like how many incidents you've automated, how much time your team has saved, and the cost benefits. This dashboard helps you prove that the automation is working and worth the investment.

The landing page also shows you how many incident records have been analyzed and over what time period, giving you a quick snapshot of the system's activity.

Example: The dashboard might show that by automating "Data Loss and Recovery Issues," you've saved 14 hours per month and $1,300 in labor costs. It displays potential savings too—like showing that automating "VPN Connection Problems" could save you $13,500 per month. This makes it easy to report the value to management and decide which automations to prioritize based on return on investment.