Exploring Recommended Actions for ITSM in Service Operations Workspace
Summarize
Summary of Exploring Recommended Actions for ITSM in Service Operations Workspace
Recommended Actions for ITSM in Service Operations Workspace provides real-time, actionable AI-powered recommendations to accelerate issue triaging and resolution across multiple record types such as Incident, Problem, Change, Interaction, and Request. This feature helps agents quickly find and apply relevant solutions directly within their workflow, improving efficiency and reducing resolution times.
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Key Features
- Display of Recommendations: Recommendations appear in two ways:
- Side panel actionable recommendations accessible via the Recommendations icon, including AI-powered search results.
- Field-level recommendations for Incident forms, shown as drop-down suggestions starting from version 4.2 (previously displayed as messages below fields).
- Supported Record Types: Recommendations and AI-powered search are available for Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records.
- Two Application Versions: Standard and Advanced versions of Recommended Actions are available for installation and setup, allowing customization based on organizational needs.
- Configurable Workflow: Includes setting contexts, rules, resource generators, and action types:
- Contexts specify the record types where recommendations apply.
- Rules define roles and conditions for showing recommendations.
- Resource generators use machine learning models from Predictive Intelligence or Task Intelligence for ITSM to generate recommendations.
- Action types determine how recommendations appear and what actions agents can take.
- AI Integration: Utilizes Predictive Intelligence for most recommendations, with Task Intelligence specifically powering Incident Fields value prediction and Similar Incidents recommendations.
- Search Capability: Agents can manually search for AI-driven recommendations within the side panel to quickly locate solutions.
Practical Benefits for ServiceNow Customers
- Speeds up incident and request triaging by presenting relevant recommendations in real time.
- Improves accuracy and consistency in resolving ITSM tasks by leveraging AI-powered insights.
- Enhances agent productivity with easy access to guidance and actionable suggestions without leaving the Service Operations Workspace.
- Supports multiple ITSM record types, enabling broad application across service operations.
- Configurable rules and models allow tailoring recommendations to fit organizational processes and roles.
Next Steps
- Install and configure the appropriate version of Recommended Actions for ITSM (Standard or Advanced) based on your requirements.
- Set up resource generators and action types to align recommendations with your ITSM workflows.
- Train and utilize Predictive Intelligence and Task Intelligence models to ensure high-quality, relevant recommendations.
- Train agents to use the Recommendations icon and field-level suggestions within Service Operations Workspace effectively.
Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
Recommended Actions for ITSM overview
There are two ways in which recommendations appear: as actionable real-time recommendations in the side panel or as field-level recommendations while updating or creating the records in Service Operations Workspace.
) in the side panel. They can also manually search for AI-powered recommendations to quickly find solutions. These search results are available in the following records: - Incident
- Incident task
- Problem
- Problem task
- Change request
- Change task
- Interaction
- Request
) displays the Recommended actions and Search sub-tabs, as shown in the following diagram. For other records, selecting the Recommendations icon () displays only the AI-powered search results, as shown in the following diagram.
For more information, see Get Guidance based recommendations.
Agents can view field-level recommendations in the fields of an incident form in Service Operations Workspace. If you're on version prior to 4.2, the recommendations appeared as messages below the field.
Starting from the version 4.2, field recommendations appear in a drop-down when you select the field. For more information, see Get field recommendations.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store release notes.
Recommended Actions for ITSM application details
There are two versions of Recommended Actions: Standard and Advanced. For information about installing either, see Setting up Recommended Actions for ITSM.
Recommended Actions for ITSM workflow
The workflow for Recommended Actions for ITSM includes the following:
- Use Context: Use any of the following contexts to find and use the recommendations in Service Operations Workspace.
- Incident
- Incident task
- Problem
- Problem task
- Change request
- Change task
- Interaction
- Request
Note:- For incidents, you can use guidance-based recommendations in the Recommended actions sub- tab or manually search for AI-driven recommendations in the Search sub-tab.
- AI-powered search results are available in the following eight record types: Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
- Set Rule: Configure the recommendations for required roles and conditions.
- Create Recommendations: Create recommendations where you select a resource generator and action types.
- Create Resource Generator: Resource generators provide information that you can use as inputs to actions such as recommendation guidance and field recommendations. The trained machine learning solution models configured in Predictive Intelligence or Task Intelligence for ITSM are used as solutions in the generator type to get the required recommendations for the incident forms in Service Operations Workspace.Note:
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The Incident Fields value prediction (TI) and Similar Incidents (TI) are the only recommendations where the trained models come from Task Intelligence for ITSM. For more information, see Task Intelligence for ITSM.
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All remaining recommendations use the trained model from Predictive Intelligence. For more information, see Predictive Intelligence for Incident Management.
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- Create Action type: Configure the actions that an agent can perform for Recommended Actions guidance. Update the following:
- Input: Select the input fields.
- Output: Select the options to decide how the recommendations should look in the input fields.
- Action: Select the actions that are presented to the agent to perform the guidance.
Note:For more information, see Configuring Recommended Actions for ITSM in Service Operations Workspace. - Create Resource Generator: Resource generators provide information that you can use as inputs to actions such as recommendation guidance and field recommendations. The trained machine learning solution models configured in Predictive Intelligence or Task Intelligence for ITSM are used as solutions in the generator type to get the required recommendations for the incident forms in Service Operations Workspace.
- Get guidance-based or field-level recommendations for records in Service Operations Workspace. For more information, see Recommended Actions for ITSM in Service Operations Workspace.