---
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


---

# Setting up skill prediction

# Setting up skill prediction in Workforce Optimization for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Collect skill data based on skills agents have used for incident resolution. Use
supervised learning to recommend these skills for agents to resolve similar open incidents.
You can also find patterns in how skills are used for incident resolution and use
unsupervised learning to recommend skills for agents.

## Before you begin

Predictive Intelligence must be set up and configured on your instance to
train the models. For more information, see [Predictive
Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
Activate the Skill Recommendation application plugin (com.snc.sre) to use predictive intelligence for recommending skills.

Role required: sn_sre.admin

## Procedure

1. Configure the [properties for the Skill
   Recommendation application](https://servicenow-prod.fluidtopics.net/vZoV4O~azEMAD5dZsUqGSg "Workforce Optimization for ITSM uses roles to administer skill recommendation, tables to store skill data, and properties to modify default behavior, and scheduled job to recommend skills in configurable Workforce Optimization for ITSM.").
2. Run the solution definition models to train the supervised and unsupervised solutions.  
   For more information on training a solution, refer to [Create and train a similarity solution](https://www.servicenow.com/docs/access?context=create-similarity-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
3. Run the Start skill prediction scheduled job everyday to start predicting skills for incidents or agents.  
   This scheduled job is inactive by default. When you activate it, the job runs daily at 1:00 AM on all incidents resolved the previous day. The job then adds the skills to the User Predicted Skill \[sn_sre_user_predicted_skill\] table and Task Predicted Skill \[sn_sre_task_predicted_skill\] table.
{#setup-skill-prediction-configurable-wfo-itsm__steps_uzt_z3q_dlb}
* **[Use extension points for skill prediction](https://servicenow-prod.fluidtopics.net/Kh8U398y38JrrPQS4u2Y_Q)**   
  Use scripted extension points to customize skill prediction for tasks.