Learning Enhanced Automation Platform (LEAP)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 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 Learning Enhanced Automation Platform (LEAP)

    Learning Enhanced Automation Platform (LEAP) is a ServiceNow application that leverages AI-driven insights and automation to enhance IT operations management. It enables customers to create problem records and playbooks using AI capabilities, streamlining operational workflows and improving efficiency.

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    Key Features

    • AI Model Support: LEAP supports multiple large language models (LLMs) including Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, which can be selected at the skill level via the AI Admin Hub console.
    • Installation and Configuration: Detailed guidance is available for installing and configuring LEAP, including important skill configurations necessary for optimal use.
    • Use Cases: The platform facilitates the creation and management of IT problem records and automated playbooks, enhancing operational workflows.
    • Data Handling and Privacy: LEAP requires data transfer from customer instances to centralized ServiceNow environments, potentially involving third-party cloud providers like Microsoft Azure, all managed under strict ServiceNow data policies.
    • Data Collection: Inputs, outputs, and script usage within LEAP are collected to improve ServiceNow AI technologies, with customers having the option to opt out of data collection.

    Important Considerations

    • Not all AI models or features are available in all regions or data center environments, including restrictions for in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets.
    • AI outputs may not always be accurate or complete; customers are advised to implement human oversight and thoroughly test LEAP for their specific use cases before relying on its outputs, especially in high-impact areas like healthcare, finance, or security.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated over time.

    Support and Troubleshooting

    • Customers can access the ServiceNow Community, Known Error Portal, and Customer Service and Support for assistance with IT Operations Management and LEAP issues.

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

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    Supported LLMs for ServiceNow Otto for ITOM

    You can use Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for ServiceNow Otto for ITOM 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®.

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.

    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 ServiceNow Otto for ITOM 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.