Components installed with ITSM Predictive Intelligence Workbench

Release version: Yokohama

Updated January 30, 2025

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Summary of Components installed with ITSM Predictive Intelligence Workbench

The ITSM Predictive Intelligence Workbench, available up to the Yokohama release, provides a framework and content to create, manage, and implement machine learning use cases within IT Service Management (ITSM). Starting with the Yokohama release, this Workbench is deprecated and no longer supported. Customers should transition to theTask Intelligence for ITSMapplication for the latest features and enhancements related to predictive intelligence in ITSM.

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The Workbench installs multiple roles and tables to support its functionality and integrates with other ServiceNow plugins such as Predictive Intelligence, Performance Analytics, and Incident Management.

Key Components and Features

Plugins:
- Predictive Intelligence Workbench (com.snpiwbml): Core framework for creating and managing predictive use cases. Requires ITSM Pro subscription plugins including Predictive Intelligence and Predictive Intelligence Reports.
- Predictive Intelligence Workbench ITSM content (com.snpiwbitsmcontent): Provides ITSM-specific implementation guidance and access to the Predictive Intelligence for Incidents dashboard. Requires activation of several related plugins.
User Roles: Three roles are installed to manage and use the Workbench:
- piwbadmin: Administers configuration, manages use cases.
- piwbmanager: Typically a business process architect; manages use cases and monitors dashboards.
- piwbviewer: Views dashboards and reports.
Role assignments control permissions for creating, updating, and viewing predictive intelligence data and use cases.
Tables: The Workbench installs tables to support use case creation, setup assistance, prediction runs, models, results, and comments. These tables enable structured management of predictive intelligence workflows and tracking of setup progress.

Practical Implications for ServiceNow Customers

Customers using ITSM Predictive Intelligence Workbench on releases prior to Yokohama can leverage its framework to build and manage AI-driven use cases within ITSM.
With the Yokohama release, customers must transition to the Task Intelligence for ITSM plugin for ongoing support and new capabilities related to predictive intelligence.
Understanding of installed roles and tables helps administrators assign proper permissions and manage the lifecycle of predictive intelligence use cases effectively.
Activation of dependent plugins is required to enable full functionality, especially dashboards and reporting features that communicate AI value across ITSM applications.

Several roles are installed with activation of the Predictive Intelligence Workbench plugin.

Important:

Starting with the yokohama release, the ITSM Predictive Intelligence Workbench will reach its end of life (EOL) as part of its deprecation process. It will be completely deprecated and no longer deployed, enhanced, or supported from the yokohama release. To get the latest experience for this functionality, you must install the Task Intelligence for ITSM application (com.snc.itsm_ml_task) plugin. For more information, see Task Intelligence for ITSM

For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Two plugins are available to obtain feature ITSM Predictive Intelligence Workbench functionality.

Predictive Intelligence Workbench (com.sn_piwb_ml): Provides a common framework for creating and managing use cases.
Note:
Requires activation of Predictive Intelligence and Predictive Intelligence Reports plugins, which are available with an ITSM Pro subscription.
Predictive Intelligence Workbench ITSM content (com.sn_piwb_itsm_content): Enables access to ITSM -specific content that provides implementation guidance for use cases created through Predictive Intelligence Workbench Also, with this plugin you can access the Predictive Intelligence for Incidents dashboard to communicate value across multiple applications within IT Service Management.
Note:
Requires activation of Predictive Intelligence Workbench, Performance Analytics - Content Pack - ITSM Dashboards, and Incident plugins.

Predictive Intelligence Workbench

Table 1. Roles installed with Predictive Intelligence Workbench
Role title [name]	Description	Contains roles
Predictive Intelligence Workbench admin [piwb_admin]	Predictive Intelligence Workbench administrator. Configures the Predictive Intelligence Workbench property settings. Can create and manage use cases.	piwb_manager ml_admin
Predictive Intelligence Workbench manager [piwb_manager]	Typically a business process architect. Can create and manage use cases. Configures the Predictive Intelligence Workbench property settings. Monitors the Predictive Intelligence for Incidents dashboard.	ml_admin piwb_viewer pa_admin
Predictive Intelligence Workbench viewer [piwb_viewer]	Can view the Predictive Intelligence for Incidents dashboard.	pa_viewer ml_report_user

Note:

All new records are created and updated through the Predictive Intelligence Workbench application. Only users with the maint role can update the base system tables.

Table 2. Tables installed with ITSM Predictive Intelligence Workbench
Table	Description
Usecase Prediction Run [piwb_prediction_run]	Used to define the test prediction type for a use case, whether it is a single or batch test.
PIWB Use Case Template [piwb_usecase_template]	Used to create a use case template. Extends the Application File [sys_metadata] table.
Setup Assistant Tracker [piwb_usecase_sa_tracker]	Used to track the status of the guided path steps (Stage or Task).
PIWB Setup Assistant Stage Task [piwb_sa_stage_task]	Used to store the tasks for each stage of setup assistant plan . Extends the PIWB Setup Assistant Base Task [piwb_sa_task_base] table.
PIWB Setup Assistant Plan [piwb_sa_plan]	Used to define the Setup Assistant Plan (Guided Path) for each type of use case.
PIWB Setup Assistant Base Task [piwb_sa_task_base]	Used to create a new Setup Assistant Base Task record and to make the task active.
PIWB Use Case [piwb_usecase]	Used to create a new use case per prebuilt template (piwb_admin and piwb_manager can create, update, and delete; piwb_viewer can only view).
PI Solution Model [piwb_model]	Used to create a Predictive Intelligence solution model and to make the model active (piwb_admin and piwb_manager can create, update, and delete; piwb_viewer can only view).
PIWB Setup Assistant Stage [piwb_sa_stage]	Extends the PIWB Setup Assistant Base Task [piwb_sa_task_base] table.
Usecase Prediction Result [piwb_prediction_result]	Used to define a use case prediction result based on the Prediction Run and Model (piwb_admin and piwb_manager can create, update, and delete; piwb_viewer can only view).
PI Solution Comment [piwb_model_comment]	Used to define a comment on a Predictive Intelligence solution for a given class (piwb_admin and piwb_manager can create, update, and delete; piwb_viewer can only view).