Resource generators in Recommended Actions for ITSM

  • Release version: Yokohama
  • Updated January 30, 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 Resource generators in Recommended Actions for ITSM

    ServiceNow's ITSM base system includes various resource generators designed to enhance incident management through recommended actions. These generators analyze incident data and related records to provide field predictions, link relevant problems and incidents, and suggest knowledge articles. This functionality helps IT teams resolve incidents faster and more accurately by leveraging historical data and AI-driven insights.

    Show full answer Show less

    Key Features

    • Field Predictions: Resource generators like Assignment group using Classification, Configuration item using Classification, and Service using Classification predict appropriate values for incident fields based on classification data.
    • Incident Field Value Prediction (TI): Predicts values for Assignment group, Configuration item, and Service fields using textual intelligence techniques.
    • Linking Relevant Records: Generators such as Open PRBs using CI & Service, Similar Major Incident using trends, and Similar Open Incidents with same CI & Service identify problems and incidents related to the current incident for efficient linkage.
    • Resolved Incident Recommendations: Similar Resolved Incidents (CI & Service) and Similar Resolved Incidents (Similarity) suggest previously resolved incidents with matching configuration items and services to help expedite resolution.
    • Knowledge Article Recommendations: Similar KBs using similarity returns knowledge base articles relevant to the incident, aiding in faster troubleshooting.
    • AI-Powered Search: The AI Search Resource Generator offers AI-driven search results as recommendations, enhancing incident resolution capabilities.

    Key Outcomes

    • Improved accuracy and speed in incident field population through predictive resource generators.
    • Enhanced incident resolution by linking related problems and similar incidents, reducing duplicate work.
    • Access to relevant knowledge articles directly within incident records to support faster troubleshooting.
    • Utilization of AI and trend analysis to identify major incidents and propose appropriate actions proactively.

    ITSM base system includes the following resource generators.

    Table 1. Resource generator description
    Resource Generator Description
    Assignment group using Classification The recommendation- Assignment group (Classification),uses this resource generator to return field predictions in the Assignment group field of the current incident.
    Configuration item using Classification The recommendation- Configuration item (Classification), uses this resource generator to return field predictions in the configuration item field of the current incident.
    Incident Fields predictions TI The recommendation- Incident Fields value prediction (TI), uses this resource generator to return field predictions in the Assignment group, configuration item, and service fields of the current incident.
    Open PRBs using CI & Service The recommendation- Open PRBs (CI & service), uses this resource generator to return problems with same CI & Service, which can be linked to current incident.
    Propose major incident using trend The recommendation- Propose Major Incident (Trend),uses this resource generator to return incidents which can be proposed as a major incident.
    Resolved Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return resolved incidents with same CI & Service, whose resolution can be linked to current incident.
    Service using Classification The recommendation- Service (Classification), uses this resource generator to return field predictions in the Service field of the current incident.
    Similar KBs using similarity The recommendation- Similar KB Articles (Similarity), uses this resource generator to return KB articles as recommendations which can be attached to the current incident.
    Similar major incident using trends The recommendation- Similar Major Incident (Trend), uses this resource generator to return major incidents which can be linked to the current incident.
    Similar open incidents using similarity The recommendation- Similar Open Incidents (Similarity), uses this resource generator to return open incidents which can be linked to the current incident.
    Similar Open Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return open incidents with same CI & Service.
    Similar PRBs using similarity The recommendation- Similar Open PRBs (Similarity), uses this resource generator to return problems which can be linked to the current incident.
    AI Search Resource Generator The recommendation- AI Search, uses this resource generator to return AI-powered search results as recommendations.

    Similar incidents using TI similarity

    The recommendation- Similar Incidents (TI), uses this resource generator to return similar records for incidents.
    Similar resolved incidents using similarity The recommendation- Similar Resolved Incidents (Similarity), uses this resource generator to return resolved incidents whose resolution can be copied to the current incident.