---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# ML solutions for ITSM

# Machine learning solutions for IT Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Machine learning in IT service management helps to enhance business scalability and
improve business operations for organizations.

Organizations face challenges in deriving meaningful information and business insights from overwhelming volumes of data. Machine learning offers solutions that are trained on your instance's historical data, using your choice of
algorithms. These solutions can be deployed in flows and scripts to automate categorization and assignment of tickets, for example.
* **[Request Predictive Intelligence for Incident Management](https://www.servicenow.com/docs/0ngqM6SWGFf9er4fQ33PQQ)**   
  Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) through the Now Support Service Catalog.
* **[Request Predictive Intelligence for Major Incident Management](https://www.servicenow.com/docs/PvM6S51EH65l_NH6FnRL8A)**   
  Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) through the Now Support Service Catalog.
* **[Predictive Intelligence for Incident Management](https://www.servicenow.com/docs/_KiAnnHYRtS9BgGE8nakmA)**   
  Use your instance records to build specific solutions for Incident Management.
* **[Request Predictive Intelligence for Incident](https://www.servicenow.com/docs/OF5SzNZyDqM7cWRWDc46Mw)**   
  To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin (com.snc.incident.ml) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.

**Related concepts**   

* [Predictive Intelligence for Change Management](https://www.servicenow.com/docs/Daxg1JRkSso6RiKaaEyoAg "The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.")
* [Task Intelligence for ITSM](https://www.servicenow.com/docs/TrnyeUdntC8v843_8_9oNQ "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.")  
**Related topics**   

* [Task Intelligence](https://www.servicenow.com/docs/access?context=task-intelligence&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)