Managing Task Intelligence for ITSM models

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

    Task Intelligence for ITSM leverages machine learning to provide predictive insights and recommendations on incident records within ServiceNow IT Service Management. It enables users to receive actionable suggestions in real time, improving incident handling efficiency by predicting incident fields and identifying similar records.

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    Key Features

    • Prediction Models: Various solution-based models are available to predict and recommend incident-related information:
      • Incident Categorization: Predicts fields for new IT service incidents.
      • Similar Incidents: Identifies similar incident records by comparing prediction and training table fields.
      • Major Incident Recommendation: Suggests linking to active major incidents and proposes similar incidents as major incidents.
      • Similar Open Change Requests for Incident: Predicts similar change requests related to incidents by analyzing incident and change request table fields.
      • Similar Open Problems for Incident: Predicts similar problems related to incidents by comparing incident and problem table fields.
    • Model Lifecycle Management: Customers can create, train, assess, deploy, edit, and export prediction models. This lifecycle allows for continuous refinement and reuse across ServiceNow instances without rebuilding models from scratch.

    Practical Application for ServiceNow Customers

    • Creating Models: Use templates to set up and define models by selecting appropriate training and prediction tables tailored to your incident data.
    • Training and Assessment: Train models on your data, review training outcomes, and customize prediction behavior to align with your ITSM processes.
    • Deployment: Deploy models to incident forms to receive real-time field predictions and recommendations, enhancing incident resolution speed and accuracy.
    • Editing and Redeployment: Modify configurations of trained and deployed models to update predictions as data or requirements evolve, then redeploy for continued use.
    • Exporting Models: Transfer models between ServiceNow instances to maintain consistent predictive capabilities without reconfiguration.

    Use the machine learning capabilities of Task Intelligence for ITSM to predict field level recommendations and similar records on the incidents which appear as actionable recommendations in the side panel.

    Managing Task Intelligence for ITSM involves the following tasks.

    Creating a prediction model

    You can create and deploy solution-based prediction models to predict incidents fields and actionable real-time recommendations based on the similarities between two types of tables by comparing their fields for IT service incidents.

    Task Intelligence for ITSM provides the following types of prediction models:
    • Incident Categorization: This model predicts incidents fields for new IT service incidents.
    • Similar Incidents: 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 incidents.
    • Major Incident Recommendation: The model recommends similar active major incidents which the current incident can be linked to, and recommends you propose similar incidents as a major incident.
    • Similar open Change Requests for Incident: The model looks at the incident fields of an incident table and the change request fields of a change request table. It uses the similarities in these fields to predict similar change requests for incidents.
    • Similar open Problems for Incident: The model looks at the incident fields of an incident table and the problem fields of a problem table. It uses the similarities in these fields to predict similar problems for incidents.
    Creating a model involves the following steps:
    • Set up a model: Set up a prediction model using a template available in the base system.
    • Define a model: Specify the purpose of the model by selecting the training table and prediction table which will be used for training the model further.
    • Train a model: Train a model to make predictions using your data.
    • Assess your model: Assess the results from the model training, view sample results for the predictions, and select the prediction preferences and behavior for your model.
    • Deploy your model: Deploy your model to predict incident fields on incident forms.

    Editing a prediction model

    Edit a prediction model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.

    Exporting a prediction model

    Export a prediction model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch.