Components installed with Task Intelligence for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Task Intelligence for ITSM

    Activating the Task Intelligence for ITSM application plugin (com.snc.itsmmltask) in ServiceNow installs several key components including roles, tables, and store applications. These components collectively enable advanced machine learning-driven incident categorization and prediction capabilities to improve IT service management efficiency.

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    Installed Roles

    • Task Intelligence Admin [snitsmmltask.tiadmin]: Full administrative rights to create, edit, and monitor all Task Intelligence models. Includes incident read access and admin permissions.
    • Task Intelligence Analyst [snitsmmltask.tianalyst]: Read-only role for viewing and monitoring Task Intelligence models via the Analytics dashboard, with incident read access.

    Installed Tables

    The plugin installs multiple tables supporting model training, implementation, monitoring, and UI configuration:

    • Admin Template: Stores templates defining defaults for model training, implementation plans, and UI display.
    • Admin Help: Contains contextual help records shown in the application UI.
    • Admin Feature: Represents high-level business features like incident categorization.
    • Admin Statistic & Statistic Card: Groups and stores data for statistics displayed in dashboards.
    • Admin Solution: Tracks ML model state progression for solutions such as incident categorization.
    • Admin Model Prediction: Stores test predictions from prebuilt models.
    • Admin Tag: Contains tags to assist in searching and categorizing models.
    • Admin Implementation Detail: Lists implementation options for business units to configure model result display.
    • Admin Model: Stores snapshot configuration views of production and staging ML models.
    • Admin Context: Holds context-specific data for monitoring model performance.
    • Admin Application Page, Landing Card, Landing Page: Store metadata and content for UI pages and landing interfaces.

    Installed Store Applications

    • Advanced Recommended Actions for ITSM [com.snc.uib.sowitsmraadvanced]: Enables configuration and display of context-relevant recommended actions to agents for faster issue resolution.
    • Task Intelligence Admin Console [com.sntiadmin]: Provides setup, management, and monitoring capabilities for incident prediction models to enhance incident categorization.

    Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.

    Roles installed

    Table 1. Role description
    Role title [name] Description Contains roles

    Task Intelligence Admin

    [sn_itsm_ml_task.ti_admin]

    		 Admin user with rights to all actions in the application. Creates, edits, and monitors all Task Intelligence models.
    • sn_incident_read
    • sn_ti_admin.tia_admin
    Task Intelligence Analyst

    [sn_itsm_ml_task.ti_analyst]

    		 Views and monitors Task Intelligence models through the Analytics dashboard.
    • sn_incident_read
    • sn_ti_admin.tia_analyst

    Tables installed

    Table 2. Table description
    Table Description
    Task Intelligence Admin Template

    [sn_ti_admin_template]

    		 Contains template records, which are inserted by other applications, that specify the defaults for model training settings, implementation plans, and UI display information.
    Task Intelligence Admin Help

    [sn_ti_admin_help]

    		 Contains help records that are displayed in a collapsible panel inside the application. Contents are filtered by the chosen template and setup page.
    Task Intelligence Admin Feature

    [sn_ti_admin_feature]

    		 High-level business unit feature for incident categorization and incident field detection.
    Task Intelligence Admin Statistic

    [sn_ti_admin_statistic]

    		 Groups statistic cards to a template and UI page.
    Task Intelligence Admin Page

    [sn_ti_admin_page]

    		 Records of URL page fragments that are referenced in the help table.
    Task Intelligence Admin Statistic Card

    [sn_ti_admin_statistic_card]

    		 Stores the statistic card’s three-line scriptable content and its card description used in a card flip or tooltip.
    Task Intelligence Admin Solution

    [sn_ti_admin_solution]

    		 Stores how the state of each ML model set progresses for the solution types, such as incident categorization and classification.
    Task Intelligence Admin Model Prediction

    [sn_ti_admin_model_prediction]

    		 Stores the model test prediction for prebuilt models.
    Task Intelligence Admin Tag

    [sn_ti_admin_tag]

    		 Contains the tags provided by other business units and a created solution by an admin. Tags help business unit partners search the models.
    Task Intelligence Admin Implementation Detail

    [sn_ti_admin_implementation_detail]

    		 Contains implementation options specified by business units, which are listed as options for a chosen template. When an Admin Console user role chooses an implementation plan, the business unit decides how to display model results for end users.
    Task Intelligence Admin Model

    [sn_ti_admin_model]

    		 Stores the snapshot configuration view of the production and staging models for a solution.
    Task Intelligence Admin Context

    [sn_ti_admin_context]

    		 Contains context-specific data from monitoring graphs that show different model performance.
    Task Intelligence Admin Application Page

    [sn_ti_admin_application_page]

    		 Contains data related to the application page, fields, and forms.
    Task Intelligence Admin Landing Card

    [sn_ti_admin_landing_card]

    		 Contains data related to the information cards displayed on the landing page of Task Intelligence for ITSM.
    Task Intelligence Admin Landing Page

    [sn_ti_admin_landing_page]

    		 Contains information related to the landing page of the admin console.

    Store applications installed

    Table 3. Store application description
    Store application Description
    Advanced Recommended actions for ITSM

    [com.snc.uib.sow_itsm_ra_advanced]

    		 Enables you to configure and display relevant actions to agents based on record context. Agents can follow the actions to help customers and resolve issues.
    Task Intelligence Admin Console

    [com.sn_ti_admin]

    		 Enables you to setup, manage, and monitor incident prediction models that help categorize incidents.