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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Learning Enhanced Automation Platform (LEAP)

# Learning Enhanced Automation Platform (LEAP) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
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)

The Learning Enhanced Automation Platform (LEAP) leverages AI-driven insights and automation to enhance IT operations management.
It enables ServiceNow customers to create problem records and playbooks efficiently, helping streamline processes within ITOM (IT Operations Management).
Show full answer Show less  

## Key Features

* **AI Model Support:** LEAP supports Large Language Models (LLMs) such as Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for powering ServiceNow Otto for ITOM skills and AI agents.
* **Configurable AI Preferences:** Customers can set skill-level preferences via the AI Admin Hub console, tailoring AI capabilities to their needs.
* **Installation and Configuration Guidance:** Detailed documentation is provided for installing and configuring LEAP, including important skill configuration steps.
* **Data Handling and Privacy:** LEAP processes data by transferring it from customer instances to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure), following strict internal policies and compliance standards.
* **Data Collection and Opt-Out:** Inputs, outputs, and edits within LEAP are collected to improve ServiceNow AI technologies. Customers can opt out of data collection at any time through the Now Assist Opt-Out page.

## Usage Considerations and Limitations

* AI-generated outputs may not always be fully accurate or appropriate; human oversight and thorough testing are essential before relying on results for critical decision-making.
* Certain AI models and features may not be available in specific regions, regulated markets, or restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers.
* ServiceNow's AI Acceptable Use Policy applies and customers should regularly review updates to ensure compliance.

## Getting Support

* Customers can find help through the ServiceNow Community, Known Error Portal, or by contacting Customer Service and Support.  
LEAP application uses AI-driven insights and automation to help manage IT operations.
<br />

## Get started {#aiops-leap__cf-app-landing-get-started}

|-|-|
| [ExploreLearn about LEAP benefits, features, and capabilities.](https://www.servicenow.com/docs/EL7qSNVzSXQ9oruxQamSww "LEAP categorizes similar incidents into groups and uses AI to generate resolution steps, problem records, AI-enhanced knowledge base articles, and playbooks.") | [ConfigureInstall and configure LEAP.](https://www.servicenow.com/docs/jyhMi6dYAAbaq~GDrXAngQ "You can download and install LEAP application from the ServiceNow Store to manage your IT operations efficiently.") |
| [UseCreate problem records and playbooks using LEAP.](https://www.servicenow.com/docs/URRjh~eiucULsZb7vdRq8A "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.") | [Reference Get detailed information on important skill configuration during LEAP installation.](https://www.servicenow.com/docs/ijVSzGhvrg9EP2zJ6yE76Q "These topics provide detailed field description information required during LEAP installation.") |
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{#aiops-leap__table_nhy_dhw_l2c}

## Supported LLMs for ServiceNow Otto for ITOM {#aiops-leap__section_bnc_5sv_zfc}

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](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).{#aiops-leap__available-llms}  
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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#aiops-leap__na-in-country-notice}
* 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#aiops-leap__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#aiops-leap__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#aiops-leap__ul_j3b_4vd_wcc}

## Troubleshoot and get help {#aiops-leap__cf-app-landing-get-help}

* [IT Operations Management product on the ServiceNow Community](https://www.servicenow.com/community/itom/ct-p/it-operations-management)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
{#aiops-leap__ul_u5z_b1s_fzb}

## AI limitations {#aiops-leap__section_okq_skc_r1c}

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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#aiops-leap__p_kv2_nfg_h1c}

## Data processing {#aiops-leap__section_pkq_skc_r1c}

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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#aiops-leap__p_lv2_nfg_h1c}

## Data collection {#aiops-leap__section_qkq_skc_r1c}

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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).