LEAP (Learning-Enhanced Automation Platform) - How to get Started?

Shreya Shikha · yesterday

What is LEAP?

LEAP turns your closed incident history into automation. It reads thousands of past tickets, finds the patterns your team keeps resolving manually, and generates the playbooks, KB articles, and Problem records to handle them consistently - every time.

TL;DR Instead of solving the same incident 50 times, LEAP solves it once and makes that solution available to every agent, automatically.

LEAP includes three core capabilities:

Identify & prioritize high-impact areas: Data-driven analytics surface the automation opportunities that deliver the highest operational efficiency and business value.
Generate resolution steps & artefacts: For each opportunity, LEAP mines historical incident’s comments, notes and KB articles to generate reusable steps. From those, you can create KB articles, Problem records, and Playbooks.
Track playbook adoption: The Value Dashboard shows how many opportunities have been identified, how many artefacts published, and projected savings based on ticket volume, giving your team a way to report on LEAP usage over time.

Who uses LEAP?

Persona	What they do
Automation Architect	Activates LEAP, reviews clusters, enriches resolution steps, publishes playbooks and KB articles \| Role: sn_aiops_leap.admin
Agent / Operator	Uses published playbooks in Service Operations Workspace (SOW) to resolve incidents faster \| Role: sn_aiops_leap.operator
Viewer	Reads dashboards and Automation Opportunity data for reporting \| Role: sn_aiops_leap.viewer

Activate LEAP in 3 simple Steps

Install - Go to the ServiceNow Store, search Now Assist for ITOM or Now Assist for ITSM and select Get. Then navigate to All > System Definition > Plugins, search for Now Assist for ITOM / ITSM and select Install.
Set up properties - Role required: LEAP admin. On the LEAP landing page, click Configure settings. First-time users: keep the default values, then select Save. Update cost-per-hour and time estimates later to match your organization.
Activate the LEAP skill (Ensure you are in LEAP scope)

You can follow either of the two paths:

Workspaces > LEAP > Now Assist Admin Workspace > LEAP installer card > Activate skill
All > Now Assist Admin > Skills > Technology > ITOM > LEAP installer card > Activate skill

Licensing reference

Core LEAP: Now Assist for ITOM entitlement (sn_itom_gen_ai) or Now Assist for ITSM (ITSM Prime)
Playbook generation: Now Assist for Creator (sn_now_creator) + App Engine Foundation or App Engine Prime
Ansible MCP integration: Included with LEAP, requires a configured Red Hat Ansible Automation Platform instance accessible via MCP server URL

After activation you get: The Automation Opportunities dashboard showing every recurring incident pattern in your environment, ranked by business impact and potential savings, ready to act on.

Use LEAP - From Incident to Automation

Navigate to All > AIOps LEAP > Automation Opportunities. LEAP displays clusters of similar incidents ranked Critical / High / Moderate / Low, with projected cost savings and ticket volume per cluster. Open any cluster to start.

Step	What you do and what you get
1 Generate resolution steps	Click Generate resolution steps on any Automation Opportunity. LEAP mines 6 months of resolution notes and KB articles. Done in 1-3 min. Value: AI surfaces what your best engineers already know - standardized, repeatable, ready to use.
2 Create a KB article	Click Create KB Article. LEAP drafts a full article with steps, code snippets, and escalation guidance, submitted to your KB workflow automatically in draft mode. Hit Publish and it’s ready to use. Value: The next agent with the same incident finds the answer instantly. L1 resolves it without escalation.
3 Create a Problem record	Click Create Problem Record. LEAP pre-fills root cause, impacted CIs, and assignment group from the incident cluster. Value: Moves the team from firefighting to permanent fix with full context already captured.
4 Publish a Playbook	Create Playbook enabling fully automated, no-code workflow generation directly from LEAP resolution steps. Click Publish to Playbooks. Appears immediately in SOW > Playbooks. Agents launch steps sequentially with approval gates from the incident record. Value: Any agent, any shift, gets the same expert-level resolution. No tribal knowledge required. Note: Requires Now Assist for Creator license (sn_now_creator, Playbook Generation skill).
5 Execute with Ansible Playbooks (optional)	For discovered automation opportunities with a matched Ansible playbook, click Execute Ansible Playbook on the incident. The Ansible agent launches the job via MCP, polls for status, and returns the execution summary (job ID, runtime, hosts modified). Value: Moves from human-assisted resolution to automated execution, operator confirms before launch, then LEAP handles the rest.

What the Dashboard Shows

From the number of records analyzed, a typical LEAP deployment surfaces multiple automation opportunities while also calculating the potential savings and tickets that could be resolved automatically every month.

Example clusters:

Cluster	Associated tickets \| Projected savings
Microsoft Teams Crashing & Freezing	70 tickets \| $13.3k/month
DNS Resolution Issues with VPN	19 tickets \| $1.6k/month
Data Loss and Recovery Issues	14 tickets \| $1.2k/month
Virtual Machine Startup Issues	16 tickets \| $1.8k/month
Message Syncing Delays	18 tickets \| $1.8k/month

Track realized savings over time at All > AIOps LEAP > Value Dashboard, which shows MTTR reduction, automation coverage, and cost savings YTD.

PRODUCT DOCUMENTATION

(Release notes) Now Assist for ITSM release notes
(Admin) Customize a Now Assist for ITSM skill
(itil) Suggested steps generation in Now Assist for ITSM
Learning Enhanced Automation Platform (LEAP)
LEAP Release notes