Exploring AI in LEAP

  • Release version: Australia
  • Updated July 6, 2026
  • 1 minute to read

    • AI-powered features in LEAP help administrators generate resolution steps, create problem records, publish knowledge base articles, build playbooks, and discover and execute Ansible automations.

    LEAP includes several AI-powered features. All features require ServiceNow Otto for IT Operations Management (ITOM) to be installed.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Table 1. AI features in LEAP
    AI feature Description Use case Resources
    AI-generated resolution steps Uses generative AI to analyze grouped incidents and generate structured resolution steps for each automation opportunity. Resolution steps can be reviewed and modified before use. A LEAP administrator wants to produce actionable resolution guidance for a recurring incident pattern without manually authoring steps from scratch. Generate and modify resolution steps in LEAP
    LEAP AI agent Uses automation opportunities created by LEAP analysis to generate artifacts — problem records, AI-enhanced knowledge base articles, or playbooks — based on user requests. The agent is turned on by default. A LEAP administrator wants to convert a recurring incident pattern into a problem record, a structured knowledge base article, or a playbook without manually authoring each artifact.
    Ansible discovery agent Analyzes automation opportunities and uses AI-powered semantic matching to identify relevant Ansible job templates from Ansible Automation Platform. Presents discovered templates to the LEAP administrator for step-to-job mapping. A LEAP administrator wants to find the most relevant Ansible job templates for an automation opportunity without manually searching the Ansible catalog.
    Ansible execution agent Automatically launches mapped Ansible job templates during incident remediation in the Service Operations Workspace. Reports execution status back to the incident responder. An incident responder wants to trigger an Ansible automation directly from the Service Operations Workspace during active incident resolution, without switching to the Ansible platform.