Why Predictive Intelligence is used if the same thing can be achieved via Assignment Rules?

[Poojashree Gupt]

Hi,

I have a question that What is the use of implementing Predictive Intelligence (PI) in ITSM if the same thing can be achieved via Assignment rules. For example: We have a use case template in Predictive Intelligence workbench, to populate Assignment group field and category field based on Short Description. But the same can be achieved without using PI too. Can someone please help?

[Musab Rasheed]

Hello,

Predictive intelligence is not just about assignment it is more than that and it is very powerful, The one solution you are talking about falls under 'Classification' wherein you have to provide inputs based on that Incidents will be assignment to Assignment group. Moreover you may have to create many assignment rules based on each and every condition whereas you have to create just one 'Classification' definition to Predict and assign Assignment group.

I have literally explained you in very simple terms.:)

I insist you to go through setup of 'Classification' definition for Incident and you will understand

Mark my answer as correct if that helps

Regards

[Aman Kumar S]

To what Musab mentioned above, Predictive intelligence takes care of lots of aspects with better accuracy.

It not only takes care of assignment, but also categorization and priority based on the Classification framework.

[Lener Pacania1 · Accepted solution]

The advantage of PI is that it learns from your data which is advantageous when your assignment process changes.  If for example you always sent Oracle issues to the database assignment group, but your process changed and you now need to send Oracle issues into five different assignment groups; PI will learn from that and send the incidents to the new assignment groups.   The same goes when predicting the Configuration Item, Priority, Category, and Subcategory if your process changes PI will learn.  HTH