Learning Enhanced Automation Platform (LEAP)

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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), available in the Zurich release, leverages AI-driven insights and automation to streamline IT operations management. It empowers ServiceNow customers to automate problem record creation and utilize playbooks effectively, enhancing operational efficiency.

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    Key Features

    • AI Model Support: LEAP supports multiple large language model (LLM) providers for Now Assist, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Customers can configure skill-level AI model preferences via the Now Assist Admin console.
    • Configuration and Usage: Customers can install, configure, and use LEAP to generate problem records and automate workflows through playbooks.
    • Data Handling and Privacy: LEAP requires data transfer from individual ServiceNow instances to centralized ServiceNow environments, possibly across different geographic regions and third-party cloud providers like Microsoft Azure. Data is managed according to ServiceNow’s internal policies and compliance standards.
    • Data Collection for Improvement: ServiceNow collects inputs, outputs, and edits from LEAP usage to enhance its AI technologies. Customers may opt out of this data collection as needed.
    • AI Limitations and Responsible Use: LEAP’s AI capabilities are based on evolving machine learning models that may not always be fully accurate or appropriate. Customers are responsible for testing outputs, exercising human oversight, and avoiding sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, and security.
    • Availability Constraints: Some AI models and features may be unavailable in certain regions, regulated markets, or restricted environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers. Customers should verify availability for their specific environment.

    Practical Considerations for ServiceNow Customers

    • Before deploying LEAP, thoroughly evaluate AI-generated outputs for suitability and accuracy in your operational context.
    • Review and configure supported AI models in the Now Assist Admin console based on your organizational needs and compliance requirements.
    • Stay informed about regional availability and restrictions on AI features to ensure compliance and optimal usage.
    • Utilize provided troubleshooting resources such as the ServiceNow Community and Known Error Portal for support.
    • Understand the data processing and privacy policies associated with LEAP to ensure alignment with your organization’s data governance policies.

    LEAP application uses AI-driven insights and automation to help manage IT operations.

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    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®.

    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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI 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.

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    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.