Using LEAP

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use LEAP to analyze automation opportunities (AOs), generate resolution steps and playbooks, create problem records, build knowledge base articles, and execute Ansible automations during incident remediation.

    LEAP tasks

    AOs are categorized depending on how critical the services are, number of hand offs, and incident information:
    • Critical
    • High
    • Moderate
    • Low

    LEAP groups incidents into AOs categorized by priority. Use AOs to research incidents, identify root causes, and develop resolutions. You can also map AOs to Ansible job templates and execute automated remediations directly from the SOW.

    AOs enable you to create problem records for deeper analysis, knowledge base articles for future reference, and playbooks that give IT operators access to resolution steps.

    The Now Assist Explore feature streamlines artifact creation. Select Explore to open the Now Assist panel, where a workflow menu guides you through creating the artifacts you need. You can also generate artifacts using the Actions button.

    1. Generate and modify resolution steps in LEAP

      Generate resolution steps for automation opportunity and when required get focused solutions by modifying the resolution steps.

    2. Create sub-groups for automation opportunities

      Create granular automation opportunities to get targeted resolutions for similar looking issues.

    3. Monitor automation opportunities using the LEAP value dashboard

      View and understand how automation helps LEAP to achieve cost and time savings.

    4. Create LEAP problem records

      Create a problem record using the resolution steps of an AO. The problem record helps you perform an in-depth analysis to find the root cause of the incident.

    5. Generate LEAP knowledge base articles

      Generate AI-enhanced, publication-ready knowledge base articles from resolution steps. Generated articles include structured sections, auto-populated metadata, and a link to the originating incident. Articles are routed through the standard knowledge base approval workflow and published to the Knowledge Center.

    6. View LEAP resolution step recommendations in SOW

      View resolution step recommendations in SOW.

    7. Generate LEAP playbooks

      Generate automated playbooks that use the resolution steps to resolve similar incidents.

    8. Use LEAP playbooks in Service Operations Workspace SOW

      Use LEAP generated playbook to resolve incidents in SOW.

    9. Map Ansible jobs to resolution steps

      Create mappings between automation opportunity resolution steps and Ansible job templates to enable automated incident remediation.

    10. Execute Ansible automations for incidents

      Use the Ansible Execution Agent to launch mapped Ansible job templates during incident remediation.