Recommendation Framework in Service Operations Workspace

Release version: Xanadu

Updated August 1, 2024

2 minutes to read

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Summary of Recommendation Framework in Service Operations Workspace

The Recommendation Framework in Service Operations Workspace provided agents with dynamic, contextual recommendations and relevant actions for incidents. However, this framework is now deprecated and no longer supported for new activations. ServiceNow recommends transitioning to theRecommended Actions for ITSMfeature, which offers an advanced experience for similar functionality.

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To access the enhanced capabilities, customers need to install the Advanced Recommended Actions for ITSM plugin (com.snc.uib.sowitsmraadvanced) and procure the ITSM Pro package subscription. The best practice is to install the Task Intelligence for ITSM plugin (com.snc.itsmmltask) alongside the ITSM Pro subscription.

Key Features

Recommendations from the Incident Sidebar: Agents can view grouped recommendations presented as record cards or message cards within an incident’s sidebar. Each card displays relevant data and available actions. Cards under the same recommendation rule are grouped together for easier navigation.
Interactive Actions: Selecting a card opens detailed information in a new tab, offering a primary action and multiple secondary actions. Performing any action triggers automatic recomputation of recommendations. Agents can discard irrelevant recommendations, and completed cards move to a History tab.
Field-Level Recommendations: Certain incident fields—such as Assignment Group, Configuration Item, and Service—display predicted values based on recommendation rules. These can be auto-populated or stamped if threshold configurations are enabled, streamlining data entry and improving accuracy.

Practical Benefits for ServiceNow Customers

Enables agents to efficiently identify and execute context-aware actions directly within the incident workspace, enhancing incident resolution speed and accuracy.
Improves data quality by suggesting and auto-filling critical incident fields based on AI-driven recommendations.
Supports better incident management workflows by grouping related recommendations and tracking completed actions for audit and review.
Encourages adoption of the latest and supported Recommended Actions for ITSM feature, ensuring continued access to innovation and support within Service Operations Workspace.

Next Steps

Plan migration from the deprecated Recommendation Framework to the Recommended Actions for ITSM feature to leverage advanced capabilities.
Install the recommended plugins (Advanced Recommended Actions for ITSM and Task Intelligence for ITSM) and secure the ITSM Pro subscription.
Configure recommendation rules and thresholds to tailor recommendations and enable auto-population of incident fields.
Familiarize agents with interacting with recommendations in both the sidebar panel and incident details to maximize productivity.

An agent can view dynamic and contextual recommendations and perform a relevant action.

Recommendation Framework is now deprecated and no longer supported or available for new activation. Recommended Actions for ITSM feature provides the latest experience for this functionality. To get the advanced version, you must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin and you must procure ITSM Pro package subscription.

Note:

The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription. For more information, see Exploring Recommended Actions for ITSM in Service Operations Workspace.

Recommendations are available in multiple areas for an incident in Service Operations Workspace.

Recommendations from the sidebar for an incident

From the sidebar of an incident, you can access the Recommendations panel where you can configure and group recommendations in any of the following formats.

Record card: Relevant record details of a table and corresponding actions are available.
Message card: A message derived from the recommendation and corresponding actions is available. For example, Propose major incident card.

Note:

All cards of the same recommendation rule are grouped. For example, for the Similar open incidents rule for an incident in Service Operations Workspace, all relevant incidents are grouped as cards under Similar open incidents.

Figure 1. Recommendations from the sidebar

For information on available card groups for an incident and their dependencies on recommendation rules, see Recommendation rules for an incident in Service Operations Workspace.

When you click a card or its record number, detailed information about that card and its actions is displayed in a new tab.

Every card has a primary action and multiple other actions. For every action you perform on the card, the recommendations are recomputed. You can discard a recommendation if not relevant. Also, when you perform a primary action on a card, it moves from the Current tab to the History tab.

Note:

Based on the priority, the first card of the top card group is displayed as the top recommendation at the top of the Recommendations panel.

Recommendations at the field level for an incident

A predicted value is displayed for these fields in the Details tab of an incident.

Assignment group
Configuration item
Service

These values are predicted based on a recommendation rule for each field. For information about these rules, see Recommendation rules for an incident in Service Operations Workspace. When a threshold value is configured, the recommended value can be stamped or auto-populated as the field value. For information about this configuration, see Configure Recommendation Framework for an incident in Service Operations Workspace.