AIOps Learning Enhanced Automation Playbook (LEAP)
Summarize
Summary of AIOps Learning Enhanced Automation Playbook (LEAP)
The AIOps Learning Enhanced Automation Playbook (LEAP) is a ServiceNow application designed to improve IT operations management through AI-driven insights and automation. It assists customers in creating problem records and automating workflows with AI-powered playbooks, enhancing operational efficiency and responsiveness.
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Key Features
- AI-Driven Insights and Automation: LEAP leverages artificial intelligence and machine learning to analyze IT operations data and automate responses.
- Supported AI Models: The application supports multiple large language model (LLM) providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Skill-level preferences can be configured via the Now Assist Admin console.
- Configuration and Usage: Customers can install and configure LEAP within their ServiceNow environment, then create and manage problem records and automation playbooks tailored to their operational needs.
Considerations and Limitations
- Regional and Regulatory Availability: Some AI models, Now Assist products, and features may be restricted or unavailable in certain regions, regulated markets, or specialized data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected). Customers should verify availability for their region and environment.
- AI Accuracy and Oversight: As AI and machine learning technologies evolve rapidly, outputs may not always be accurate or appropriate. Customers are advised to rigorously test the application, apply human oversight, and avoid sole reliance on AI for critical decision-making, especially in sensitive sectors like healthcare, finance, or security.
- Data Processing and Privacy: LEAP involves transferring data from customer instances to centralized ServiceNow environments, potentially across different regions or third-party cloud providers such as Microsoft Azure. Data handling follows ServiceNow’s internal policies and compliance standards.
- Data Collection and Opt-Out: ServiceNow collects input, output, and script usage data to improve AI technologies and models. Customers can opt out of future data collection as described in the Now Assist documentation.
Support and Resources
- Customers can access troubleshooting help via the ServiceNow Community and Known Error Portal.
- Customer Service and Support are available for additional assistance.
- Documentation provides detailed guidance for installation, configuration, and skill setup.
AIOps LEAP application uses AI-driven insights and automation to help manage IT operations.
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- Not all model providers are available for customers with in-country SKUs, and some Now Assist 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 Now Assist 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 Now Assist 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.
Supported LLMs for Now Assist for ITOM
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for Now Assist skills and AI agents. You can set skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
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 Now Assist 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.