---
sourceDocument: Australia IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Use

# Using LEAP {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use LEAP to analyze automation opportunities (AOs), generate resolution steps and playbooks, create problem records, build knowledge base articles, and execute Ansible automations during incident remediation.

## LEAP tasks {#using-aiops-leap__cf-using-parent-workflow}

AOs are categorized depending on how critical the services are, number of hand offs, and incident information:

* Critical
* High
* Moderate
* Low
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LEAP groups incidents into AOs categorized by priority. Use AOs to research incidents, identify root causes, and develop resolutions. You can also map AOs to Ansible job templates and execute automated remediation
directly from the SOW.

AOs enable you to create problem records for deeper analysis, knowledge base articles for future reference, and playbooks that give IT operators access to resolution steps.

The Ask Otto feature of ServiceNow Otto streamlines artifact creation. Select to open the ServiceNow Otto panel, where a workflow menu guides you through creating the artifacts you need. You can also generate artifacts using the Actions button.

1. [Generate and modify resolution steps in LEAP](https://www.servicenow.com/docs/Ky0Zs0o2MGz43SnbjuROow "Learn how to generate, edit, and track AI-generated resolution steps for automation opportunities in LEAP.")

   Generate resolution steps for automation opportunity and when required get focused solutions by modifying the resolution steps.
2. [Create sub-groups for automation opportunities](https://www.servicenow.com/docs/tDOND7YuVRjrbqXvDtF1XQ "Large automation opportunities in LEAP are broken into smaller, more manageable sub-groups to support focused and contextual incident resolution steps.")

   Create granular automation opportunities to get targeted resolutions for similar looking issues.
3. [Monitor LEAP value dashboard](https://www.servicenow.com/docs/l3ObkYL3~HvEPOn7_c_uDw "Use the LEAP value dashboard to monitor automation outcomes across ServiceNow playbooks, Ansible playbooks, KB articles, and problem records.")

   View and understand how automation helps LEAP to achieve cost and time savings.
4. [Create LEAP problem records](https://www.servicenow.com/docs/cNrDuzB73Ht9xwQC_4amUw "Create problem records for LEAP from available incident clusters, also known as automation opportunities, for further analysis.")

   Create a problem record using the resolution steps of an AO. The problem record helps you perform an in-depth analysis to find the root cause of the incident.
5. [Generate LEAP knowledge base articles](https://www.servicenow.com/docs/PXT1MkYDG1QJJtRiiSrRiw "Generate AI-enhanced knowledge base articles from automation opportunity resolution steps to share structured, publication-ready knowledge across your organization.")

   Generate AI-enhanced, publication-ready knowledge base articles from resolution steps. Generated articles include structured sections, auto-populated metadata, and a link to the originating incident. Articles are routed through the standard knowledge base approval workflow and published to the Knowledge Center.
6. [View LEAP resolution step recommendations in SOW](https://www.servicenow.com/docs/m1hAZUMQ65a0yUiTWT9F2g "Use LEAP to view AI-generated resolution step recommendations that match the incident description in SOW to resolve incidents more efficiently.")

   View resolution step recommendations in SOW.
7. [Generate LEAP playbooks](https://www.servicenow.com/docs/lkIsgKupLAJZYo9pJTwnCA "Create standard, dynamic, and automated playbooks using LEAP to promote fast incident resolution and response time.")

   Generate automated playbooks that use the resolution steps to resolve similar incidents.
8. [Use LEAP playbooks in Service Operations Workspace SOW](https://www.servicenow.com/docs/3mToc_wjxiLk~1~inDBSFQ "Use LEAP playbooks in the SOW.")

   Use LEAP generated playbook to resolve incidents in SOW.
9. [Map Ansible jobs to resolution steps](https://www.servicenow.com/docs/_fP14cLVRmAgHAPtHQYngQ "Create mappings between automation opportunity resolution steps and Ansible job templates to enable automated incident remediation.")

   Create mappings between automation opportunity resolution steps and Ansible job templates to enable automated incident remediation.
10. [Execute Ansible playbooks for incidents](https://www.servicenow.com/docs/iV3gYcCj8m~aDNwoihS4tQ "The Ansible Execution Agent launches Ansible playbooks mapped to LEAP resolution steps in Service Operations Workspace that can reduce manual effort and time to resolve incidents.")

    Use the Ansible Execution Agent to launch mapped Ansible job templates during incident remediation.
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