ITSM Pro Assist Series - PI Micro-certification Course

[Trina Marxen]

ITSM Pro Assist Series Attendee Forum

Predictive Intelligence Micro-Certification Course

Please use this space to ask questions and share information related to the PI Micro-cert session in the ITSM Pro Assist Series Predictive Intelligence Phase, December 7-8, 2021. 

SESSION RECORDING: https://youtu.be/gTKGALseWos

[Notorious BFG]

If you'd like to have the link to the NowLearning Path you can find it here:  https://nowlearning.service-now.com/lxp?id=overview&sys_id=bc5c6ab41b378050d540b912cd4bcbb8&type=pat...

[Notorious BFG]

From Susan in the PI Assist session on tuesday :

"At some point during these 2 days, can you touch on the standard change template proposal solution that was introduced with Quebec?  We installed the plugin but no template proposals were created automatically - not sure how that's supposed to work and whether there is anything else need to do."

I suspect this might be an issue of repairing/reverting the plugin but will confirm and get back with you by the time we hit the Office Hours session tomorrow.

-Ben

ʕﾉಠᴥಠʔﾉ*:･ﾟ✧.    

[Notorious BFG]

Fantastic resources from Lisa Shuman during the session today:

NowSupport FAQ on Predictive Intelligence https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781894

Customer Success Center PI Basics Reference Guide: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/quick-answer/...

[Notorious BFG]

Question from Anon that I'd like to revisit tomorrow:

Can management of PI be scoped out without heavy customization?

Meaning if one team owns the Case Management process, one for Incident, one for Change; each have access to manage PI for their process but not risk "touching" records managed by other teams?

Ben's quick take and looking for additional perspectives:

Answering this takes a bit of nuance and is worth us chatting about in the pannel tomorrow but here’s the 80% take on this:  yes each of those processes can control and manage their own solutions and will have the best understanding of tuning and managing said solutions - it is ALSO worth examining how leveraging intake/funnel tables like Interaction/universal request can be used to triage/direct creation of other process records for each group and no this doesn’t take heavy customization - it’s why those funnel tables exist.

[Evan Miller]

Will the recording from yesterday be posted somewhere?

[Notorious BFG]

Hi Evan, our event producer Trina will be sending out the recordings in a few days after she's had time to do all the usual reviewing, trimming and editing.  Keep an eye out for an email with each of the session recording in the near future!

Ben

[Notorious BFG]

Another fantastic resource from one of the other sessions today that I'd like to also post here, it's a full blown recommendations workbench with FINANCIAL SAVINGS calculations built in!  https://developer.servicenow.com/connect.do#!/share/contents/7317467_clustering_recommendations_util...

[Notorious BFG]

LT Says:  We want to use PI to learn MORE about our data holistically - you can create any definition you want and it doesn't have to be heavily scoped - but OOOPPPS we might have a bit of a gap between what roles we offer and what roles our stakeholders might need/want.

So in order to address this we go to our stakeholders during workshops and try to ask the question: what insights are we looking to gain?  Let's focus on the outcomes and create definitions as requested by the business - focus on a holistic team view.

[Notorious BFG]

Furthermore - LT says - this is really a question of who/why process table owners are concerned about who/what has access to the data in these tables - making sure that we understand the use cases involved are savvy about assuring the process owners of these tables that we're going to be looking at the OUTCOMES from the enterprise level without giving each user the keys to the kingdom to help out with this and it's something we're working on so that the central platform team doesn't have to "babysit" these process owners as they create new solutions.

[SusanWinKY]

Screenshots...

[SusanWinKY]

For what it's worth, ServiceNow Support has said...

The clustering solution [Std Change Template Candidates] is to build model/artifacts that the system can apply it to predict or suggest Standard Change templates. The solution does not automatically create the records in PI Template Candidates. An event/script/workflow must be occurred to trigger the prediction using the trained model from clustering solution: Std Change Template Candidates.

I'm curious the purpose of this.  When someone is submitting a change request, is it to identify to that person that there is already a standard change template for their change request?  Or is it to loop through change requests (as defined in the solution definition) and determine whether there is a cluster of existing change requests that suggests they could be handled via a standard change rather than a normal change? 

Is it equipped to work with both CR Types (normal/emergency) as well as Change Models that were introduced in Quebec? 

Is there an expectation the Cluster Visualization is to be used someone to determine the candidates manually?  Is there a plan to add functionality to the Cluster Visualization to let you create a standard change template candidate from that user interface? 

Also curious if the documentation could be enhanced to add some additional information about how this is intended to be used -- even if it's just some thoughts on examples of how you could use it, rather than a prescriptive "this is how you should use it" kind of thing.  

And what is the purpose of the menu at Change > Standard Change > PI Template Candidates.  It points to the std_change_template_candidate table. It has a New button, which seems odd.

Thanks for entertaining my questions.