Predictive Intelligence for Incident Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Predictive Intelligence for Incident Management

    Predictive Intelligence for Incident Management enables ServiceNow customers to leverage their incident records to build tailored machine learning solutions that enhance incident handling. This capability comes with predefined solution templates that predict key incident fields and recommend related incidents, helping to streamline incident assignment, categorization, and resolution processes.

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    Key Features

    • Solution Definitions: Templates provided for various predictive tasks including:
      • Incident Assignment: Predicts assignment groups based on incident short descriptions.
      • Incident Categorization: Predicts categories from short descriptions.
      • Incident Service and Configuration Item Classification: Predicts service and configuration items from short descriptions.
      • Major Incident Detection: Suggests linking incidents to major incidents and recommends potential major incidents.
      • Similarity Solutions: Recommend similar incidents (open, closed, resolved) to aid investigation and resolution.
    • Plugin Requirements: Specific plugins must be activated depending on the solution, such as com.glide.platformml, com.snc.incident.mlsolution, and com.snc.incident.mim.mlsolution, ensuring proper functionality.
    • Business Rules for Classification: A default business rule is provided to update prediction statistics upon incident closure. Customers can customize or create new business rules to tailor prediction and reporting behaviors to their needs.
    • Upgrade Guidance: When upgrading from Kingston to Yokohama release, there are changes such as the introduction of the solutionNames array for global domain environments and enhanced prediction method calls, which require attention to maintain functionality.
    • Prediction Accuracy Maintenance: Customers are encouraged to manage prediction drift by retraining or updating solution definitions and testing business rules to maintain reliable performance across different user personas and use cases.

    Practical Benefits

    By implementing these predictive intelligence solutions, customers can expect improved efficiency in incident management through automated, data-driven assignment and categorization, as well as faster incident resolution via similarity recommendations. Customizable business rules and solution definitions offer flexibility to adapt the system to evolving business conditions and operational workflows.

    Use your instance records to build specific solutions for Incident Management.

    Solution definitions

    These solution definitions are available as templates on instances where both Predictive Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior.

    Table 1. Solution Definitions for Incident Management
    Solution Definition Solution Type Description
    Incident Assignment Classification Predicts the Assignment group field from the Short description.
    Incident Categorization Classification Predicts the Category field from the Short description.
    Incident Service Classification Predicts the Service field from the Short description.
    Incident Configuration Item Classification Predicts the Configuration item field from the Short description.
    Major Incident Detection Similarity

    Recommends similar active major incidents which the current incident can be linked to.

    Recommends similar incidents to propose a major incident.
    Similar Incidents (Major Incident Workbench) Similarity Recommends similar incidents that are not linked as child incidents to a major incident.
    Similar Incidents Similarity Recommends similar incidents based on the Short description and Description fields, to help with incident investigation and resolution processes.
    Similar Open Incidents Similarity Recommends similar open incidents based on the Short description and Description fields, that the current incident can be linked to.
    Similar Closed Incidents Similarity Recommends similar closed incidents based on the Short description and Description fields, to help with incident investigation and resolution processes.
    Similar Resolved Incidents Similarity Recommends similar resolved incidents to help with incident investigation and resolution processes.
    Solution definitions and the required plugins are as follows:
    Table 2. Solution definitions and plugins
    Solution definition Plugins
    • Incident Assignment
    • Incident Categorization
    • Incident Service
    • Incident Configuration Item
    		 The plugins com.glide.platform_ml and com.snc.incident.ml_solution must be active.
    Similar Incidents (MIM) The plugins com.glide.platform_ml and com.snc.incident.mim.ml_solution must be active.
    Major Incident Recommendation The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active.
    • Similar Open Incidents
    • Similar Resolved Incidents
    • Similar Incidents
    • Similar Knowledge Articles
    		 The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active.

    For more information on classification and similarity solution, refer to Create solution definition and Create similarity solution.

    Business rule for classification solutions

    This business rule applies only to the Incident Assignment and Incident Categorization solution definitions and is available only on instances where both Predictive Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors.

    Table 3. Business rule for Incident Management
    Business rule Table Description
    Update Prediction Results Incident Updates the solution precision and coverage statistics. Runs when an incident record is closed.

    For more flexibility with classification solutions, consider using ITSM Predictive Intelligence Workbench.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Yokohama release:
    • In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
    • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
    • The business rule template now calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

    Maintaining prediction accuracy

    You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.