--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # Explore # Exploring LEAP {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Exploring LEAP LEAP (Learning Enhanced Automation Platform) is a ServiceNow AI-driven solution designed to efficiently manage incidents and operational tasks by grouping similar incidents and generating automated resolution steps, problem records, AI-enhanced knowledge base articles, and playbooks. It accelerates incident resolution and operational efficiency by leveraging machine learning to identify recurring issues and suggesting automated responses. LEAP integrates with tools such as Ansible Automation Platform to extend automation capabilities and streamline workflows. Show full answer Show less ## Key Features * **Incident Grouping and Analysis:** LEAP uses the Group Action Framework (GAF), a machine learning clustering engine, to group incidents with similar problem patterns into Automation Opportunities (AOs), enabling focused and efficient resolution strategies. * **Automation Opportunities:** By analyzing recent incident data, LEAP highlights recurring issues suitable for automation, helping to reduce manual intervention. * **Ansible Integration:** A banner on the LEAP homepage facilitates easy connection to Ansible Automation Platform, allowing customers to map playbooks directly to incident resolution steps. * **Role-Based Access:** LEAP defines specific user roles such as LEAP admin, viewer, and agent to control capabilities like feature management, data viewing, and triggering executions within Service Operations Workspace (SOW). * **Support for Personas:** LEAP supports roles including Automation Architects (who design and scale automation solutions), IT Operators (who use AI-driven playbooks for incident resolution), and Business Goal Owners (who leverage LEAP for strategic IT operational improvements). ## Benefits * **Promotes an Automation Culture:** Encourages interpreting incident data to automate repetitive tasks and records. * **Speeds Incident Resolution:** Uses AI-generated playbooks and knowledge base enhancements to improve Mean Time to Resolve (MTTR). * **Optimizes Resource Allocation:** Identifies and prioritizes high-impact automation opportunities for efficient use of resources. * **Cost Predictability:** Offers a fixed pricing model for incident analysis operations, supporting budgeting and financial planning. ## Practical Application for ServiceNow Customers ServiceNow customers can leverage LEAP to automate repetitive incident management tasks, reduce resolution times, and improve operational efficiency by using AI-generated insights and automated workflows. Connecting LEAP with Ansible Automation Platform enhances automation orchestration. Assigning appropriate LEAP roles ensures proper governance and operational control. By adopting LEAP, organizations can foster a culture of automation, optimize IT resource usage, and achieve measurable improvements in service quality. LEAP categorizes similar incidents into groups and uses AI to generate resolution steps, problem records, AI-enhanced knowledge base articles, and playbooks. ## LEAP overview {#exploring-aiops-leap__cf-exploring-parent-overview} LEAP helps you manage incidents and operational tasks efficiently. It uses AI to gather information from existing incidents and generates resolutions that can be automated. The LEAP automation provides tools to manage incidents early, speed up resolution, use prebuilt automation, and follow clear steps to handle issues. These tools help support smooth operations. Note: * The plugin name has been updated from AIOps Learning Enhanced Automation Playbook to Learning Enhanced Automation Platform (LEAP) to reflect its expanded capabilities and strategic direction. * Now Assist is renamed to ServiceNow Otto. The landing page displays the number of records analyzed in the Automation opportunities section. The tooltip provides details about the duration considered for record analysis. [https://player.vimeo.com/video/1203972930?h=a3a7ebd490\&badge=0\&autopause=0\&player_id=0\&app_id=58479%22](https://player.vimeo.com/video/1203972930?h=a3a7ebd490&badge=0&autopause=0&player_id=0&app_id=58479%22) When the LEAP homepage loads, it displays a banner that you can use to connect Ansible Automation Platform. The banner makes the Ansible automation integration discoverable so that you can connect the automation tool and map playbooks to resolution steps. Select Connect to open the LEAP settings page and configure the connection. To dismiss the banner, select Remind me later. The banner reappears when you refresh the homepage until a connection is configured. After you connect Ansible, the banner no longer appears on the homepage. ## Grouping of automation opportunities in LEAP {#exploring-aiops-leap__section_qqp_xzl_mjc} GAF (Group Action Framework) is the clustering engine that LEAP uses to group incidents into Automation Opportunities (AOs). GAF analyzes incident records using the short description field and applies ML-powered clustering to group incidents that share similar problem patterns. LEAP surfaces recurring issue types as discrete automation opportunities (AOs) rather than treating every incident in isolation. GAF runs on a scheduled job, by default monthly. The schedule is configured during LEAP skill activation through the installer. On the first run, GAF processes up to six months of historical incident data using the filter set in the installer. Before clustering begins, GAF selects the top N incidents from the eligible incident pool, where N is configurable and can be set to a maximum of 50. This selection confirms that clustering focuses on the most relevant and recent incidents within the defined scope. You can configure the fields GAF considers during analysis such as tables and columns in the LEAP settings. You can also modify the schedule run frequency in the LEAP settings. ## LEAP users {#exploring-aiops-leap__cf-exploring-parent-users} {#exploring-aiops-leap__table_pny_2gg_42c__entry__2} | Role | Description | |-|-| | LEAP admin | You have full control over LEAP capabilities, including the following: * Turn features on and off * Execute scheduled jobs * Manage LEAP tables and the LEAP Workspace * Generate and update resolution steps * Generate AI-enhanced knowledge base articles, problem records, and playbooks from automation opportunities (AO) {#exploring-aiops-leap__ul_zwm_myc_cfc} | | LEAP viewer | You can access and view data related to LEAP, including tables, the workspace, and problems originating from AOs. | | LEAP agent | You can access the LEAP menu from the Service Operations Workspace (SOW) and trigger LEAP executions directly from within SOW. | [Table 1. User roles] {#exploring-aiops-leap__table_pny_2gg_42c} These roles work together to create a streamlined and secure approach for managing automation, resolving incidents, and sharing knowledge across teams. ## Personas in LEAP {#exploring-aiops-leap__section_tvn_12d_whc} LEAP supports different personas who can have different roles assigned to enhance IT Operations Management. {#exploring-aiops-leap__table_nj3_glg_42c__entry__3} | Persona | Description | Responsibility | |-|-|-| | Automation architect | An automation architect is a senior technical expert who designs and develops automation solutions, scaling them when required. They're a bridge between IT operations, business needs, and automation strategy. The automation architect streamlines manual, repetitive, and error-prone tasks. | * Identifies high-impact areas for automation * Develops automation scripts, integrate AI-driven insights, and maintain scalable automation frameworks * Extracts patterns from historical ticket data to optimize future resolutions * Refines automation solutions based on feedback and evolving business needs. * Collaborates with different business units to align automation with enterprise objectives. {#exploring-aiops-leap__ul_xc2_zdf_n2c} | | IT operator | An IT operator includes all L1 and L2 incident handlers who support day-to-day IT operations. | * Uses AI-generated playbooks to resolve incidents * Accesses the Knowledge Base {#exploring-aiops-leap__ul_qgs_1ff_n2c} | | Buyer, Business goal owner | A buyer or a business goal owner gains strategic and operational advantages using LEAP. | * Uses LEAP to improve IT operations * Optimizes resource allocation * Automates recurring issue resolution {#exploring-aiops-leap__ul_sl4_pff_n2c} | [Table 2. LEAP personas] {#exploring-aiops-leap__table_nj3_glg_42c} An automation architect can use LEAP to gather feedback and refine solutions. In a similar manner, IT operators will use LEAP to detect recurring issues and LEAP displays suggestions for preventive automation. This enables faster resolution and operators can resolve more incidents independently leading to improved efficiency and service quality. ## LEAP benefits {#exploring-aiops-leap__cf-exploring-parent-benefits} {#exploring-aiops-leap__table_rnk_3s2_whc__entry__2} | Benefit | Feature | |-|-| | Promotes automation culture | Interpret data and automate records | | Drives incident resolution | Measure and enhance performance | | Targets Outcomes for L1 Operators | Interpret data and automate records | | Improves MTTR | Measure and enhance performance | | Optimize Resource Allocation | Identify and prioritize high impact areas | | Provides cost predictability | Fixed pricing model for incident analysis operations | [Table 3. LEAP benefits] {#exploring-aiops-leap__table_rnk_3s2_whc} ## What to explore next {#exploring-aiops-leap__cf-exploring-parent-links} To learn more about configuring and using LEAP, see: * [Configuring LEAP](https://www.servicenow.com/docs/oBL0RhFLwOzDpKhW6VDw9w "You can download and install LEAP application from the ServiceNow Store to manage your IT operations efficiently.") * [Using LEAP](https://www.servicenow.com/docs/2A4MBavaRv6pCVERefi1Fg "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 reference](https://www.servicenow.com/docs/xqR2gGLvnc0GZasB_tOTrw "These topics provide detailed field description information required during LEAP installation.") {#exploring-aiops-leap__ul_tny_2gg_42c}