0
4.3.1
Brazil, Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 5, Zurich Patch 4, Zurich Patch 1, Yokohama Patch 11, Yokohama Patch 6
Generative AI
IT organizations need to reduce resolution times, resolve recurring operational bottlenecks, and automate critical tasks. But too often, they must spend their time fighting individual fires. Using automation to address these challenges proactively, at their root, could eliminate inefficiency, lower costs, and dramatically reduce risk. But where can they find the time and expertise?
AIOps LEAP (Learning-Enhanced Automation Platform) brings AI to the rescue - leveraging AI-driven insights to mine historical incident data, dynamically prioritize tasks, and generate actionable resolution playbooks. AI suggests how shared knowledge can be applied to recurring issues by automating specific workflows. AIOps LEAP empowers teams at all levels to address systemic issues proactively and efficiently.
AIOps LEAP offers data driven approach to identify the automation opportunities and measure outcomes. The Agentic AI Framework allows automation architect to prioritize the AI generated automation opportunities and enrich resolution steps to enrich playbook experience. AIOps LEAP reduces mean time to resolution (MTTR), increases automation coverage, streamlines processes like certificate renewals, and improves team productivity. This ultimately leads to measurable cost savings and operational excellence.
IMPORTANT:
- Playbook generation requires Playbook (Creator Pro+) entitlement
- ML-Driven Issue grouping: Machine learning and GenAI based automatic grouping of similar incidents, for aggregate analysis and outcomes
- Issue Group Prioritization: Aligns incident handling with priorities and major incident settings to focus on high-impact tasks
- AI-Driven Resolution Mining: Extracts and standardizes resolution steps from past records, platform llm models, knowledge mgmt and web-search for quick issue remediation
- KB Generation: LEAP resolution steps presented directly in SOW and generated into KBs, Problem management records
- Comprehensive Playbooks: Creates and updates detailed playbooks with AI, reducing manual effort and improving resolution accuracy
- Customizable Workflows: Offers flexible automation for IT and non-IT spaces to meet diverse organizational needs
- Workflow recommendations: generated playbooks are shown as recommended actions to incidents in SOW
- Value Dashboards: Provides actionable insights into cost savings, MTTR reduction, and automation effectiveness
- LLM Models: Supports OpenAI GPT-5 mini, GPT-5.2, Claude Haiku 4.5, Claude Sonnet 4.6, and Gemini in addition to Now-LLM and Now-LLM LTS
--- AI Generated Release Notes ---
New
- Knowledge base article improvements
- Admins can configure eligible knowledge bases and default KB/category for article creation. The Settings page allows selection of eligible knowledge bases, default knowledge base, and default KB category, which are automatically applied during agent-driven KB article creation.
- Users can select the knowledge base and category when creating KB articles. A configurable modal prompts users to choose the target KB and category, with metadata and author fields auto-populated for improved search and traceability.
- LEAP value dashboard
- The LEAP value dashboard surfaces metrics for all automation outcome types. The dashboard includes new sections and cards for Ansible executions, KB articles, problem records, and outcome breakdowns, with savings attribution by outcome type and Now Assist consumption metrics.
- Metrics dashboard tabs for artifacts are introduced. Users can view tabular metrics for KB articles, ServiceNow playbooks, Ansible playbooks, Problem records, and an overview of all artifacts, with project-level and system-wide calculations.
- Automation projects
- LEAP supports automation projects across multiple incident taxonomies. Admins can configure LEAP to ingest and cluster incidents from multiple taxonomies, producing unified insights and automation opportunities spanning all configured taxonomies.
- LEAP MCP tool
- LEAP MCP tool for app setup status is introduced for external AI clients to use LEAP's setup and grouping-pipeline readiness before invoking other tools.
- Manage archived automation opportunities
- Admins can view and manage archived automation opportunities(AOs). Old AOs with resolution steps are hidden by default after GAF re-runs, and successor/predecessor relationships are surfaced on the AO detail page.
- AI Sparkle indicator is shown for discovered Ansible playbooks.
- The LEAP homepage AO list includes an additional column to visually identify playbooks created with AI.
Changed
- LEAP value dashboard layout is updated to tabular format. Artifacts are presented in dedicated tabs with consistent layout and improved clarity.
- Playbook and Ansible metrics are filtered by automation source. Aggregate metrics now distinguish between ServiceNow playbooks and Ansible playbooks for accurate reporting.
- Archived flag is backfilled for legacy stranded AOs. Upgrade scripts ensure previously stranded AOs are correctly marked as archived, aligning UI visibility and actions.
- Default AO list and homepage filters exclude archived AOs. The homepage and list views now show only active, non-archived AOs.
- KB article creation options and modal labels are revised. The create/view KB article actions are renamed to "Draft KB article," and modal info text is clarified.
- Job status and troubleshooting actions are scoped per Automation project. Job status lookups and fix-the-error navigation are filtered by the selected project.
- Properties reads are project-scoped with fallback to global defaults. Changing a property on one project does not affect others.
Not applicable for this application version.
Required dependencies
- Now Assist for Platform (sn_genai_platform)
- ITOM - MCP Server (sn_itom_mcp_server)
Recommended:
- Playbook generation requires Playbook (Creator Pro+) entitlement
Recommended
- To create playbooks, the Playbook Generation skill is needed.
- This requires Now Assist for Creator (id: sn_now_creator) package and the Playbook Generation skill to be enabled.