Learning Enhanced Automation Platform (LEAP)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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) is an AI-driven ServiceNow application designed to enhance IT operations management through automation and intelligent insights. It simplifies problem record creation and playbook execution, helping organizations improve operational efficiency.

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    Key Features

    • AI Model Support: LEAP integrates with multiple large language models (LLMs) including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS to power Now Assist skills and AI agents.
    • Configurable AI Preferences: Customers can set skill-level AI model preferences via the Now Assist Admin console, allowing customization based on organizational needs.
    • Installation and Configuration: Detailed guidance is provided for installing and configuring LEAP, including important skill setup during installation.
    • Learning and Usage Resources: Customers can access resources to learn about LEAP’s benefits, features, and how to effectively use it for IT operations.

    Important Considerations

    • Regional and Compliance Restrictions: Not all AI model providers or Now Assist features are available in all regions or environments (e.g., in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or regulated markets). Availability updates are periodically released.
    • AI Limitations and Responsibility: As LEAP relies on AI and machine learning, outputs may not always be accurate or complete. Customers must evaluate AI-generated results carefully, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains like healthcare or finance.
    • Data Processing and Privacy: LEAP requires transferring data from individual ServiceNow instances to centralized environments, potentially across regions or third-party cloud providers such as Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.
    • Data Collection and Opt-Out: ServiceNow collects data inputs, outputs, and edits to improve AI capabilities. Customers can opt out of data collection anytime through the Now Assist Opt-Out page.

    Support and Troubleshooting

    Customers can find assistance through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels to resolve issues related to IT Operations Management and LEAP usage.

    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 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.

    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.