Guidance based recommendations in Recommended Actions for ITSM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Guidance based recommendations in Recommended Actions for ITSM

    The ITSM base system in the Yokohama release includes multiple guidance-based recommendations designed to enhance incident, problem, and change management within the Service Operations Workspace. These recommendations leverage AI and similarity models to provide actionable suggestions that help streamline issue resolution and improve service management efficiency.

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    Key Features

    • AI Search Recommendation: Provides AI-powered recommendations across various records such as incidents, problems, and change requests directly within the workspace.
    • Create Problem Record for Major Incident: Suggests creating a problem record for major incidents to facilitate root cause analysis.
    • Open Incidents (CI & Service): Recommends up to five related open incidents based on matching Configuration Items or Services from the last six months, enabling users to link or parent incidents for better incident correlation.
    • Open Problems (CI & Service): Shows up to five recent problems related by Configuration Item or Service created in the last seven days, allowing users to associate incidents with these problems.
    • Similar Incidents and KB Articles: Uses similarity models to suggest similar incidents and knowledge base articles, with options to attach KB articles or copy resolutions to expedite incident handling.
    • Major Incident Proposals and Linking: Identifies incidents that qualify as major incidents based on trends and links similar major incidents as parents to current incidents for hierarchical tracking.
    • Resolved Incidents Recommendations: Suggests resolved incidents related by Configuration Item or Service from the past six months, enabling copying of resolutions to current incidents to speed up resolution.
    • Create Known Error Articles: Recommends creation of known error articles for high-impact problems to improve knowledge sharing and recurring issue management.

    Practical Benefits for ServiceNow Customers

    • Accelerates incident resolution by recommending relevant existing records and knowledge articles.
    • Improves problem management through automatic associations and problem creation suggestions for major incidents.
    • Supports incident correlation and hierarchy management by linking related incidents and problems based on Configuration Items, Services, and trend analysis.
    • Enhances knowledge management via recommendations to create known error articles and attach relevant KB articles.
    • Reduces manual effort and increases accuracy in incident and problem handling by leveraging AI and similarity models.

    ITSM base system includes the following guidance based recommendations.

    Table 1. Guidance based recommendations description
    Recommendation Description
    AI Search Recommendation Returns AI-powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
    Create Problem Record for a major incident

    Returns guidance-based recommendation.

    Select Create Problem action to create a problem record for major incident.

    Open incidents (CI & Service)

    		 Returns guidance-based recommendations. The open incidents which have matching Configuration item or Service with the current incident record and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Make parent action to make the incident as the parent to the recommended incident.

    Open PRBs (CI & Service)

    Returns guidance-based recommendations. The problems which have matching Configuration item or Service with the current incident record and which were created within last seven days appear. Atmost five recommendations for such type for an incident appear.

    Select Link to Problem action- to associate the incident with the recommended problem.
    Similar Incidents (TI) Returns guidance-based recommendations. The records with similar fields appear.
    Similar KB Articles (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns KB articles as recommendations.

    Select Attach KB to attach the KB article to the current incident.

    Propose Major Incident (Trend)

    		 Returns guidance-based recommendations. Based on the similarity with Trend, this returns incidents as recommendations.

    Select Propose as Major Incident to propose the incident as major incident.

    Similar Major Incident (Trend)

    Returns guidance-based recommendations. Based on the similarity with Trend, this returns major incidents as recommendations.

    Select Link Major incident as Parent to link the recommended major incident to the current incident.

    The current incident becomes child of the recommended major incident.
    Similar Open Incidents (Similarity

    Returns guidance-based recommendations. Based on the similarity, this returns open incidents.

    Select Link as parent to link the recommended incident to current incident.

    The current incident becomes child of the recommended open incident.

    Similar Open PRBs (Similarity)

    Returns guidance-based recommendations. Based on the similarity model, this returns open problems.

    Select Link Problem as Parent to link the current incident to the recommended open problem.

    The current incident has a problem field, which gets linked to the recommended problem.

    Similar Resolved Incidents (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns resolved incidents.

    Select Copy resolution to copy the resolution of the resolved recommended incidents to the current incident.

    Similar Resolved incidents (CI & Service)

    Returns guidance-based recommendations. The resolved incidents which have matching Configuration item or Service with the current incident and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Copy resolution action to copy the resolution and associate the incident with the recommended resolved incident.
    Create known error article for high impact Problem Returns guidance based recommendation for a high-impact problem.

    Select Create article to create a known error article for a high-impact problem.