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ServiceNow Exchange: Autonomous IT Academy: Now Assist for ITOM – LEAP best practices

Published on by seemasingh | Updated on

04.29.26 Aut IT Academy.jpg

Start using Now Assist for ITOM today – LEAP best practices

One in three IT operations incidents never gets a root cause resolution. More than half of enterprises knowingly let problems recur. That's not a technology gap — it's a knowledge capture and automation gap. Resolution steps live in people's heads, runbooks go stale the week after they're written, and identifying new automation opportunities stays a manual exercise even when the incident data is sitting right there.

This session covers LEAP (Learning-Enhanced Automation Playbooks) end to end — from where it sits in the Zero Service Outages journey (Autonomy phase) through to the practical steps you need to take to go from closed incident data to AI-generated resolution steps, knowledge base articles, problem records, and automation playbooks. We walk through how LEAP uses ML and GenAI-based clustering to group similar closed incidents into Automation Opportunities, how it prioritizes those opportunities by impact and potential savings, and how you progress from generated resolution steps to one-click automation playbooks that resolve future incidents without manual intervention.

The session includes a live capability demo showing the full LEAP workflow: defining scope and savings parameters, identifying Automation Opportunities, generating resolution steps and KB articles, and creating automation playbooks through Playbook Assist.

What you'll take away: A four-step implementation framework (Define Scope → Identify Automation Opportunities → Generate Resolution Steps, KBs & Problem Records → Generate Automation Playbooks), prerequisites and licensing requirements (including which SKUs include LEAP entitlement), best practices for each maturity phase (Insight → Automation → Autonomy), recommended KPIs for tracking both potential and effective savings, and a three-step activation plan (Install → Activate → Configure).

Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!

Presenters: Gian Mario Deluigi (Staff Outbound Product Manager) and Shreya Shikha (Inbound Product Manager).

Want to go deeper after this session? Here are a few resources that connect directly to today's episode:

Autonomous IT Journey Map + Context — Autonomous IT, Zero Touch Support & Zero Service Outage Journey
The Autonomous IT Story — A New ServiceNow Era: Autonomous IT
LEAP Documentation — Prioritization logic and cost-savings calculation

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About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events