Create a similar records prediction model in Task Intelligence for ITSM
Summarize
Summary of Create a similar records prediction model in Task Intelligence for ITSM
This feature in Task Intelligence for ITSM enables ServiceNow customers to create and customize machine learning models that identify and predict similar records between two different tables by comparing their fields. For example, the model can compare incident records with knowledge base articles or other ITSM records to suggest relevant information, helping agents resolve issues faster.
Show less
Key Features
- Field Comparison: The model compares prediction fields (e.g., short description, description of incidents) with training fields (e.g., title and short description of KB articles) to find similarities.
- Customizable Prediction Settings: Admins can define which fields to use for prediction, specify conditions for training data, and choose prediction behavior modes such as Recommendation, Monitor only (background), or turn off predictions.
- Base System Models: The system includes prebuilt models for common ITSM use cases, such as:
- Similar Incidents prediction
- Similar open Change Requests related to incidents
- Similar open Problems related to incidents
- Major Incident Recommendations linking current incidents with major incidents
- Auto Deployment and Training: Upon installing the Task Intelligence for ITSM plugin, the base models automatically train on existing instance data and begin background predictions without impacting user workflows.
- Performance Monitoring: Admins receive email notifications with analytics dashboard links and can monitor model performance via the Task Intelligence for ITSM monitoring interface, allowing them to assess accuracy and adjust models as needed.
- Model Editing and Redeployment: Admins can access and modify base system models or create new models from templates, then redeploy updated models for improved accuracy and relevance.
- Integration with Recommended Actions: The models are linked with system rules in the Recommended Actions for ITSM configuration, requiring no additional admin configuration to enable predictions in Service Operations Workspace.
Practical Benefits for ServiceNow Customers
- Accelerates incident resolution by automatically suggesting similar records or relevant knowledge articles.
- Reduces manual search effort for agents by surfacing related records based on learned similarities.
- Provides flexible control to admins over what data the model uses and how predictions are surfaced.
- Ensures continuous improvement through monitoring and editing capabilities based on real-world model performance.
- Seamlessly integrates with existing ITSM workflows and user interfaces without requiring disruptive changes.
Set up a training model to help it recognize similarities between two types of tables by comparing their fields.
The model looks at the prediction fields of a prediction table and the training fields of a training table. It uses the similarities in these fields to predict similar records.
For example, the prediction fields might be the short description and description of an incident record, while the training fields could be the short description and title of a knowledge base (KB) article. The model compares these fields to find KB articles that are similar to the current incident. This makes it easier for agents to find relevant information and resolve incidents quickly.
If you're an admin, you can decide when you want it to make predictions, what you want it to predict, and what data to use for those predictions.
- Prediction fields that are used to predict similar records for the model.
- Training fields that have the similarities to the prediction fields.
- Conditions used to choose the set of records to train the model.
- The prediction behavior: Recommendation, Monitor only (run in the background) or turn off predictions.
After customizing your model, you can view the test results and deploy the model.
The model uses previous case records to train. You can see how the model would have predicted similar records for past cases, providing you with an estimate of how the model performs when deployed.
Base system model
- Similar Incidents: For predicting the similar incidents for incidents table.
- Similar open Change Requests for Incident: For predicting the similar change requests for incident table.
- Similar open Problems for Incident: For predicting the similar problems for incident table.
- Major Incident Recommendation: For recommending similar active major incidents which the current incident can be linked to, and for recommending that you propose similar incidents as a major incident.
The prediction data is then stored in the prediction tables. You can navigate to to view the performance results of this model. Based on these results, you can edit the model to show the predictions in Service Operations Workspace.
To edit and redeploy the base system model, you can navigate to the Setup page. From the model list, select the required similarity model(For example, Similar Incidents) and edit the model. For more information on how to edit the model, see Edit an incident prediction model in Task Intelligence for ITSM.
This model is linked with a base system rule in the Recommended Actions for ITSM configuration. An admin isn't required to go to the Recommended Actions for ITSM application to configure any rules for this model.
To set up a new model using a template, see Set up similar records prediction model.