--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Exploring Recommended Actions for ITSM # Exploring Recommended Actions for ITSM in Service Operations Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request. ## Recommended Actions for ITSM overview {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__section_b5k_q35_fyb} There are two ways in which recommendations appear: as actionable real-time recommendations in the side panel or as field-level recommendations while updating or creating the records in Service Operations Workspace. Note: Field level recommendations are available only for Incidents in Service Operations Workspace. Agents can access recommended actions in Service Operations Workspace by selecting the Recommendations icon (![Recommended Actions icon.]()) in the side panel. They can also manually search for AI-powered recommendations to quickly find solutions. These search results are available in the following records: * Incident * Incident task * Problem * Problem task * Change request * Change task * Interaction * Request {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_qdz_g52_1cc}For incident records, selecting the Recommendations icon (![Recommended Actions icon.]()) displays the Recommended actions and Search sub-tabs, as shown in the following diagram. Note: The Search sub-tab enables you to manually search for AI-powered recommendations. For other records, selecting the Recommendations icon (![Recommended Actions icon.]()) displays only the AI-powered search results, as shown in the following diagram. For more information, see [Get guidance-based recommendations](https://servicenow-prod.fluidtopics.net/aofr2gicUgc0aFDBox65cg "Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly."). Agents can view field-level recommendations in the fields of an incident form in Service Operations Workspace. If you're on version prior to 4.2, the recommendations appeared as messages below the field. Note: Starting from version 4.2, field-level recommendations appearing as messages below the field will no longer be supported to help prevent performance issues. Starting from the version 4.2, field recommendations appear in a drop-down when you select the field. For more information, see [Get field recommendations](https://servicenow-prod.fluidtopics.net/SRH2OaHo9I6QLQSOkrtxCg "Get incident field recommendations in Service Operations Workspace while creating or updating incidents."). ## Request apps on the Store {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__section_xdd_czg_byb} Visit the  [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do)  website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the  [ServiceNow Store release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). ## Recommended Actions for ITSM application details {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__section_ysc_3zg_byb} There are two versions of Recommended Actions: Standard and Advanced. For information about installing either, see [Setting up Recommended Actions for ITSM](https://servicenow-prod.fluidtopics.net/yBNV~AP6d7d2QYEnDgQ56g "You can set up Recommended Actions for ITSM to apply real-time actionable recommendations for speeding up the triaging process and resolving issues quickly across various records in the Service Operations Workspace."). ## Recommended Actions for ITSM workflow {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__section_fxp_lj5_fyb} The workflow for Recommended Actions for ITSM includes the following: 1. Use Context: Use any of the following contexts to find and use the recommendations in Service Operations Workspace. * Incident * Incident task * Problem * Problem task * Change request * Change task * Interaction * Request {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_ykg_xw2_1cc} Note: * For incidents, you can use guidance-based recommendations in the Recommended actions sub- tab or manually search for AI-driven recommendations in the Search sub-tab. * AI-powered search results are available in the following eight record types: Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request. {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_bhn_dx2_1cc} 2. Set Rule: Configure the recommendations for required roles and conditions. 3. Create Recommendations: Create recommendations where you select a resource generator and action types. * Create Resource Generator: Resource generators provide information that you can use as inputs to actions such as recommendation guidance and field recommendations. The trained machine learning solution models configured in Predictive Intelligence or Task Intelligence for ITSM are used as solutions in the generator type to get the required recommendations for the incident forms in Service Operations Workspace. Note: * The Incident Fields value prediction (TI) and Similar Incidents (TI) are the only recommendations where the trained models come from Task Intelligence for ITSM. For more information, see [Task Intelligence for ITSM](https://servicenow-prod.fluidtopics.net/zMfo9VMejTdiPNZeVSc8Zg "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes."). * All remaining recommendations use the trained model from Predictive Intelligence. For more information, see [Predictive Intelligence for Incident Management](https://servicenow-prod.fluidtopics.net/i3ZA7ZU1JdFiWi_8252wTQ "Use your instance records to build specific solutions for Incident Management."). {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_xfm_fl5_fyb} * Create Action type: Configure the actions that an agent can perform for Recommended Actions guidance. Update the following: * Input: Select the input fields. * Output: Select the options to decide how the recommendations should look in the input fields. * Action: Select the actions that are presented to the agent to perform the guidance. {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_ngg_xk5_fyb} {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ul_t3r_lk5_fyb} Note: For more information, see [Configuring Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/ESfee_vDU4c6Hn8VjQvndw "IT Service Management (ITSM) includes the following base system components used to configure Recommended Actions for various records in the Service Operations Workspace, including Incident, Incident Tasks, Problem, Problem Tasks, Change Request, Change Request Task, Interaction, and Request."). 4. Get guidance-based or field-level recommendations for records in Service Operations Workspace. For more information, see [Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace."). {#exploring-recommended-actions-for-itsm-in-service-operations-workspace__ol_bwz_1k5_fyb} **Related concepts** * [Service Operations Workspace for ITSM user interface](https://servicenow-prod.fluidtopics.net/uWluC9_Uh67ERaJ08SACEA "You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.") * [Service Operations Workspace for ITSM landing page](https://servicenow-prod.fluidtopics.net/5uX6zKipjCtt1S9pI2FIfw "An agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks.") * [Exploring On-call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Cd7n7UVCi4twI3gtnM0jvw "On-Call Scheduling ensures that dedicated support team members are always available to resolve issues as they arise. You can set up on-call schedules, roster rotations, and escalation policies, escalate notifications for a group, and determine the current contact for an escalation.") **Related tasks** * [Access Service Operations Workspace for ITSM](https://servicenow-prod.fluidtopics.net/m_2drY2jCYlQvQUH8OaTcg "Experience a unified and seamless experience when managing the life cycle of task records such as incidents and requests.")