Components installed with Task Intelligence for ITSM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components installed with Task Intelligence for ITSM

    Activating the Task Intelligence for ITSM application plugin (com.snc.itsmmltask) in ServiceNow Yokohama release installs multiple components essential for enhancing IT service management through AI-driven incident categorization and prediction. These components include specialized user roles, tables that store configuration and operational data, and complementary ServiceNow Store applications.

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    Roles Installed

    • Task Intelligence Admin: Full administrative access to create, edit, and monitor all Task Intelligence models. Includes roles like snincidentread and sntiadmin.tiaadmin.
    • Task Intelligence Analyst: Read-only access to view and monitor Task Intelligence models via the Analytics dashboard, with roles such as snincidentread and sntiadmin.tiaanalyst.

    Tables Installed

    The plugin installs multiple tables to support configuration, monitoring, and display of machine learning models and related information:

    • Admin Template: Stores default configuration templates for model training, implementation plans, and UI display.
    • Admin Help: Contains help content shown contextually in the application.
    • Admin Feature: Defines high-level business unit features like incident categorization.
    • Admin Statistic and Statistic Card: Manage grouping and scripting of statistic cards used in dashboards.
    • Admin Page and Application Page: Store URL fragments and application page metadata for UI integration.
    • Admin Solution: Tracks the progression state of ML model sets for different solution types.
    • Admin Model Prediction: Holds test prediction results from prebuilt models.
    • Admin Tag: Facilitates searchability of models via tags created by business units or admins.
    • Admin Implementation Detail: Contains implementation options for how model results are displayed to end users.
    • Admin Model: Stores configuration snapshots for production and staging ML models.
    • Admin Context: Holds context-specific data from performance monitoring graphs.
    • Admin Landing Card and Landing Page: Manage data related to information cards and landing pages in the Task Intelligence admin console.

    Store Applications Installed

    • Advanced Recommended Actions for ITSM (com.snc.uib.sowitsmraadvanced): Enables configuration and display of context-relevant recommended actions to agents, helping them resolve customer issues efficiently.
    • Task Intelligence Admin Console (com.sntiadmin): Provides the interface to setup, manage, and monitor incident prediction models that categorize incidents automatically.

    Practical Impact for ServiceNow Customers

    With these components, ServiceNow customers can leverage machine learning models to enhance incident categorization, improve service agent efficiency through recommended actions, and gain administrative control over AI model lifecycle and performance monitoring. The roles and tables ensure proper governance, configuration flexibility, and operational transparency, while the Store applications extend core ITSM capabilities with advanced predictive analytics and actionable insights.

    Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.

    Roles installed

    Table 1. Role description
    Role title [name] Description Contains roles

    Task Intelligence Admin

    [sn_itsm_ml_task.ti_admin]

    		 Admin user with rights to all actions in the application. Creates, edits, and monitors all Task Intelligence models.
    • sn_incident_read
    • sn_ti_admin.tia_admin
    Task Intelligence Analyst

    [sn_itsm_ml_task.ti_analyst]

    		 Views and monitors Task Intelligence models through the Analytics dashboard.
    • sn_incident_read
    • sn_ti_admin.tia_analyst

    Tables installed

    Table 2. Table description
    Table Description
    Task Intelligence Admin Template

    [sn_ti_admin_template]

    		 Contains template records, which are inserted by other applications, that specify the defaults for model training settings, implementation plans, and UI display information.
    Task Intelligence Admin Help

    [sn_ti_admin_help]

    		 Contains help records that are displayed in a collapsible panel inside the application. Contents are filtered by the chosen template and setup page.
    Task Intelligence Admin Feature

    [sn_ti_admin_feature]

    		 High-level business unit feature for incident categorization and incident field detection.
    Task Intelligence Admin Statistic

    [sn_ti_admin_statistic]

    		 Groups statistic cards to a template and UI page.
    Task Intelligence Admin Page

    [sn_ti_admin_page]

    		 Records of URL page fragments that are referenced in the help table.
    Task Intelligence Admin Statistic Card

    [sn_ti_admin_statistic_card]

    		 Stores the statistic card’s three-line scriptable content and its card description used in a card flip or tooltip.
    Task Intelligence Admin Solution

    [sn_ti_admin_solution]

    		 Stores how the state of each ML model set progresses for the solution types, such as incident categorization and classification.
    Task Intelligence Admin Model Prediction

    [sn_ti_admin_model_prediction]

    		 Stores the model test prediction for prebuilt models.
    Task Intelligence Admin Tag

    [sn_ti_admin_tag]

    		 Contains the tags provided by other business units and a created solution by an admin. Tags help business unit partners search the models.
    Task Intelligence Admin Implementation Detail

    [sn_ti_admin_implementation_detail]

    		 Contains implementation options specified by business units, which are listed as options for a chosen template. When an Admin Console user role chooses an implementation plan, the business unit decides how to display model results for end users.
    Task Intelligence Admin Model

    [sn_ti_admin_model]

    		 Stores the snapshot configuration view of the production and staging models for a solution.
    Task Intelligence Admin Context

    [sn_ti_admin_context]

    		 Contains context-specific data from monitoring graphs that show different model performance.
    Task Intelligence Admin Application Page

    [sn_ti_admin_application_page]

    		 Contains data related to the application page, fields, and forms.
    Task Intelligence Admin Landing Card

    [sn_ti_admin_landing_card]

    		 Contains data related to the information cards displayed on the landing page of Task Intelligence for ITSM.
    Task Intelligence Admin Landing Page

    [sn_ti_admin_landing_page]

    		 Contains information related to the landing page of the admin console.

    Store applications installed

    Table 3. Store application description
    Store application Description
    Advanced Recommended actions for ITSM

    [com.snc.uib.sow_itsm_ra_advanced]

    		 Enables you to configure and display relevant actions to agents based on record context. Agents can follow the actions to help customers and resolve issues.
    Task Intelligence Admin Console

    [com.sn_ti_admin]

    		 Enables you to setup, manage, and monitor incident prediction models that help categorize incidents.