LEAP AI agent
Summarize
Summary of LEAP AI agent
The LEAP AI agent enhances IT operations by autonomously creating artifacts such as problem records, knowledge base articles, and playbooks based on automation opportunities detected through LEAP analysis. This agent reduces manual effort by automatically generating and drafting these artifacts when resolution steps are available, helping IT teams streamline incident and problem management workflows.
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Important: Since generative AI may produce inaccurate or incomplete content, always validate AI-generated artifacts before publishing or acting on them.
Key Features
- Automatic artifact creation: The agent scans active automation opportunities and creates artifacts when resolution steps exist, eliminating the need for manual triggering.
- Knowledge base article drafts: When triggered, the agent drafts knowledge base articles containing the automation opportunity’s title, resolution steps, and related incident context for review and publication. It avoids creating duplicate KB articles for opportunities already linked to open articles.
- Problem record creation: The agent automatically generates problem records populated with incident counts, automation opportunity details, and resolution notes, mirroring manual problem creation. It does not create duplicates for opportunities linked to open problems.
- Eligibility thresholds: Artifacts are created only for automation opportunities with at least 15 incidents or those classified as Critical or High severity. These thresholds are configurable via the LEAP Settings page.
- AI artifact identification: All artifacts created by the LEAP AI agent are clearly marked with an AI indicator on both the homepage and automation opportunity details page, enabling distinction from manually created content.
- Activation control: The LEAP AI agent is enabled by default but can be activated or deactivated via AI Agent Studio. When active, it continuously scans and creates artifacts; when inactive, it ceases all artifact creation activities.
Practical Benefits for ServiceNow Customers
- Automates routine ITSM documentation and problem creation, reducing manual workload and accelerating resolution workflows.
- Ensures consistent, traceable linkage between automation opportunities and created artifacts for better operational transparency.
- Allows customizable thresholds to tailor automation artifact creation to organizational priorities and incident volume.
- Provides clear identification of AI-generated content to maintain governance and quality control.
- Offers straightforward management of the agent’s operational status to align with evolving ITSM strategies.
Enhance IT operations with AI-driven, autonomous artifact creation such as problem records, knowledge base articles, and playbooks using LEAP AI agent.
Generative AI may produce inaccurate or incomplete information. Always validate AI-generated content before you publish or act on it.
Generate LEAP artifacts
| AI agent | AI agent role |
|---|---|
| LEAP AI agent | Uses the automation opportunities created by LEAP analysis, and creates artifacts (problem records, knowledge base articles, or playbooks) requested by users. |
What the LEAP AI agent does
The LEAP AI agent autonomously scans active automation opportunities and acts on the ones that have resolution steps, so that IT operations teams spend less time triggering automation manually. The agent provides the following capabilities:
- Create knowledge base articles
- The agent is triggered when resolution steps for automation opportunities are generated successfully to document and generate a draft knowledge base article that includes the automation opportunity title, resolution steps, and related incident context. You review the draft and publish it. Each published article remains traceable to its source automation opportunity. The agent doesn't create a knowledge base for an automation opportunity that is already linked to an open KB.
- Create problem records
- The agent is triggered when resolution steps for automation opportunities are generated successfully and automatically creates a problem record. Each problem record is populated with the related incident count, the automation opportunity detail, and the associated resolution notes, which mirrors the manual Create Problem action. The agent doesn't create a problem record for an automation opportunity that is already linked to an open problem. Each problem record remains traceable to its source automation opportunity.
Eligibility thresholds
An automation opportunity is eligible for knowledge base article and problem record creation when it has a minimum of 15 incidents or a severity of Critical or High. You can change the incident count threshold (default: 15) and the severity threshold (default: Critical and High) on the LEAP Settings page. For the list of settings, see LEAP settings fields.
Identify AI-created artifacts
Artifacts that the LEAP AI agent creates are marked with an AI indicator on the home page and the automation opportunity details page, so that you can tell AI-created artifacts apart from those created manually. For more information, see LEAP AI indicators.
Activate or deactivate the LEAP AI agent
The LEAP AI agent is active by default. To change the activation status, navigate to , select the LEAP AI agent, then go to and toggle the activation status control.
- Active: The agent scans automation opportunities and creates artifacts automatically.
- Inactive: The agent stops scanning automation opportunities and no longer creates artifacts.