AIOps Learning Enhanced Automation Playbook (LEAP)

  • Release version: Yokohama
  • Updated February 24, 2025
  • 3 minutes to read
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    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 AIOps Learning Enhanced Automation Playbook (LEAP)

    The AIOps Learning Enhanced Automation Playbook (LEAP) is an AI-driven application designed to enhance IT operations management by providing intelligent insights and automation capabilities. It supports problem record creation and playbook execution to streamline IT operations tasks.

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    AIOps LEAP helps ServiceNow customers leverage artificial intelligence to improve incident and problem management processes, enabling faster and more effective resolution of IT issues.

    Key Features

    • AI Model Providers: Supports multiple large language models (LLMs) including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Skill-level preferences can be configured through the AI Admin Hub console.
    • Automation and Insights: Utilizes AI and machine learning to generate predictions and automate IT operations workflows, enhancing operational efficiency.
    • Configuration and Usage: Provides guided steps for installation, configuration, and usage of the application, including problem record creation and playbook management.

    Important Considerations

    • Availability of certain AI models and Now Assist features may be restricted based on regional, regulatory, or data center compliance requirements, including FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments, and Regulated Markets.
    • Data processing involves transferring customer instance data to centralized ServiceNow environments, potentially across regions and third-party cloud providers like Microsoft Azure, governed by ServiceNow’s internal policies.
    • Customers’ input, output, and script data related to AI-generated content are collected to improve ServiceNow AI technologies. Customers can opt out of data collection if desired.
    • AI outputs are predictive and may not always be accurate or complete; customers should apply human oversight and evaluate AI-generated content carefully before use, especially in critical domains such as healthcare, finance, legal, or security.
    • Use of the application is subject to ServiceNow’s AI Acceptable Use Policy, which customers must comply with.

    Support and Troubleshooting

    Customers can access troubleshooting resources via the ServiceNow Community, Known Error Portal, and Customer Service and Support channels for assistance with IT Operations Management and AI-related issues.

    AIOps LEAP application uses AI-driven insights and automation to help manage IT operations.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Supported LLMs for ServiceNow Otto for ITOM

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for Now Assist skills and AI agents. You can set skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    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. Furthermore, 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.