Automation opportunity sub-groups
Summarize
Summary of Automation opportunity sub-groups
In ServiceNow's LEAP, large automation opportunities involving over 150 records can be subdivided into smaller, more manageable sub-groups. This subdivision enables more precise and focused incident resolution by addressing related but distinct problems with targeted solutions. The Action Insights panel on the automation opportunity details page provides recommendations for creating these sub-groups to enhance resolution accuracy.
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How Sub-grouping Works
For example, a large automation opportunity of 300 password reset incidents may comprise different types such as VPN password resets, Active Directory account lockouts, and SSO token expiries. LEAP suggests breaking this into sub-groups so that each receives resolution steps specific to its issue type—enabling tailored incident handling and more efficient resolution.
Automatic Reorganization During Analysis Reruns
When LEAP reruns its analysis, it automatically reorganizes clusters based on new incident patterns without losing existing work. Key artifacts like resolution steps, playbooks, knowledge base articles, and problem records are preserved and linked to the updated automation opportunities. Artifacts are appended or maintained, allowing users to review and decide whether to keep or regenerate resolution steps. Automation opportunities without any artifacts post-reorganization are marked as deactivated.
Benefits for ServiceNow Customers
- Delivers more focused and contextual resolution steps tailored to specific incident sub-groups.
- Improves incident resolution effectiveness by targeting solutions to similar issues within large datasets.
- Supports efficient management of large automation opportunities by breaking them down into actionable segments.
- Enhances operational efficiency by reusing existing resolution steps and playbooks where appropriate.
Practical Application
ServiceNow customers can use the sub-grouping feature to refine large automation opportunities, making incident resolution more precise and manageable. During periodic LEAP analysis reruns, customers benefit from automatic updates and artifact preservation, ensuring continuous improvement and relevance of automation solutions.
Large automation opportunities in LEAP can be broken into smaller, more manageable sub-groups to achieve more granular and accurate incident resolution.
Large automation opportunities with over 150 records tend to generate overly lengthy resolution steps that lack precision and focus. These opportunities often represent a collection of related problems and issues that should be subdivided to produce more targeted and relevant solutions.
Breaking them into smaller sub-groups lets users obtain more refined resolutions for recurring issues. The Action Insights panel on the automation opportunity details page offers recommendations to create these sub-groups for opportunities containing large record volumes.
Sub-grouping example
A large automation opportunity containing 300 password reset incidents might include a mix of VPN password resets, Active Directory account lockouts, and SSO token expiry. While these are all password-related, each requires different resolution steps. LEAP displays suggestions for breaking the automation opportunity into three sub-groups so that each group receives targeted resolution steps — for example, one sub-group with VPN-specific steps, another with AD unlock procedures, and a third with SSO token refresh instructions.
Automatic reorganization
During scheduled LEAP analysis reruns, clusters are automatically reorganized based on newly observed incident patterns. LEAP preserves existing artifacts and links them to updated automation opportunities rather than overwriting them.
The following table describes how each artifact type is handled during reorganization:
| Artifact | Behavior during rerun |
|---|---|
| Resolution steps | Appended to the new matching automation opportunity. Users can keep the existing steps or select Regenerate to create fresh ones. |
| Playbooks | Remain active and are linked to the new matching automation opportunity. Existing playbook configurations and execution history are preserved. |
| Knowledge base articles | Remain active and retain their association with the automation opportunity. |
| Problem records | Remain active and are linked to the new matching automation opportunity. |
Automation opportunities that no longer have any associated artifacts after reorganization are marked as deactivated. Opportunities that contain resolution steps, playbooks, or other artifacts remain active and are linked to newly identified matching automation opportunities.
For example: An automation opportunity for "email delivery failures" has resolution steps and a playbook created in the previous analysis run. When LEAP reruns the analysis and reorganizes clusters, this opportunity is matched to a new cluster. The existing resolution steps are appended to the new automation opportunity. The user can review the appended steps and decide whether to keep them or regenerate new ones based on the updated cluster data.
Benefits of sub-grouping
- Provides more focused and contextual resolution steps
- Offers more targeted solutions for similar issues
- Improves incident resolution
- Enables more effective management of large automation opportunities
- Supports operational efficiency by reusing prior resolutions where appropriate
For detailed steps, see Create sub-groups for automation opportunities.