Exploring Recommended Actions for ITSM in Service Operations Workspace
Summarize
Summary of Exploring Recommended Actions for ITSM in Service Operations Workspace
Recommended Actions for ITSM in Service Operations Workspace enables agents to access real-time, actionable AI-powered recommendations to accelerate issue triaging and resolution across multiple record types. These include Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records. The feature helps streamline workflows by providing guidance directly within the workspace, enhancing agent efficiency and service quality.
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Recommendations appear in two ways:
- As actionable suggestions in the side panel under the Recommendations icon.
- As field-level recommendations while updating or creating Incident records (available only for Incidents).
Starting from version 4.2, field-level recommendations display in a drop-down menu when selecting a field, improving performance by replacing the previous message-based display below fields.
Key Features
- Access to Recommendations: Agents can view recommendations by clicking the Recommendations icon in the side panel. Incidents show both Recommended actions and Search sub-tabs, while other records show AI-powered search results only.
- AI-Powered Search: Enables manual searches for guidance-based recommendations across eight record types to quickly find relevant solutions.
- Contextual Use: Recommendations are available in Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records, supporting diverse ITSM workflows.
- Configurable Rules and Actions: Administrators can set rules for roles and conditions, create recommendations, and define resource generators and action types to tailor guidance to organizational needs.
- Integration with Machine Learning Solutions: Uses models from Predictive Intelligence and Task Intelligence for ITSM to generate accurate recommendations, especially for incidents.
- Two Versions Available: Standard and Advanced versions of the Recommended Actions for ITSM application are available for installation and configuration.
Practical Use and Benefits
ServiceNow customers using Service Operations Workspace can expect faster triage and resolution times by leveraging AI-driven, context-aware recommendations. Agents benefit from easy access to actionable guidance within their workflows, reducing manual research efforts and improving consistency in issue management. The configurable nature of the solution allows tailoring recommendations to specific roles and conditions, ensuring relevant and effective assistance.
Next Steps
- Install and set up the Recommended Actions for ITSM application (choose between Standard and Advanced).
- Configure roles, conditions, resource generators, and action types to align recommendations with your ITSM processes.
- Train and manage machine learning models via Predictive Intelligence and Task Intelligence to enhance recommendation accuracy.
- Enable agents to access recommendations through the Service Operations Workspace for improved incident and request handling.
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
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.
) 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
) displays the Recommended actions and Search sub-tabs, as shown in the following diagram. For other records, selecting the Recommendations icon () displays only the AI-powered search results, as shown in the following diagram.
For more information, see Get Guidance based recommendations.
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.
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.
Request apps on the Store
Visit the ServiceNow Store 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.
Recommended Actions for ITSM application details
There are two versions of Recommended Actions: Standard and Advanced. For information about installing either, see Setting up Recommended Actions for ITSM.
Recommended Actions for ITSM workflow
The workflow for Recommended Actions for ITSM includes the following:
- 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
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.
- Set Rule: Configure the recommendations for required roles and conditions.
- 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:
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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.
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All remaining recommendations use the trained model from Predictive Intelligence. For more information, see Predictive Intelligence for Incident Management.
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- 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.
Note:For more information, see Configuring Recommended Actions for ITSM in Service Operations Workspace. - 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.
- 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.