Predictive Intelligence for Incident Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Predictive Intelligence for Incident Management

    Predictive Intelligence for Incident Management in the Zurich release enables ServiceNow customers to leverage their instance records to create tailored machine learning solutions that enhance incident management processes. This capability helps predict key incident fields, recommend similar incidents, and detect major incidents, improving efficiency in incident assignment, categorization, and resolution.

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    Solution Definitions

    Several predefined solution definitions are provided as templates when both Predictive Intelligence and Incident Management features are active. Customers can customize these solution definitions or create new ones to fit their specific needs. These solutions fall primarily into two types:

    • Classification Solutions: Predict values for fields such as Assignment Group, Category, Service, and Configuration Item based on the incident's short description.
    • Similarity Solutions: Recommend similar active, open, closed, or resolved incidents (including major incidents) using both the short description and description fields to assist in incident investigation and linking.

    Required Plugins

    The predictive capabilities depend on specific plugins being active in the instance. For classification solutions, the com.glide.platformml and com.snc.incident.mlsolution plugins are required. For similarity and major incident recommendation solutions, com.snc.contextualsearchml and com.snc.incident.mim.mlsolution plugins must be enabled. Ensuring these plugins are activated is essential to use and customize the solution definitions effectively.

    Business Rule for Classification Solutions

    A built-in business rule named Update Prediction Results Incident automatically updates prediction precision and coverage statistics when an incident is closed. This rule applies specifically to the Incident Assignment and Incident Categorization solutions and is present only when both Predictive Intelligence and Incident Management are active. Customers can create or modify business rules on the Incident table to tailor prediction and reporting behavior further.

    Upgrade and Maintenance Considerations

    When upgrading from the Kingston to the Zurich release, adjustments are necessary in domain-separated environments, such as explicitly specifying solution names in a new array variable for global domains. The business rule template now consistently calls the applyPredictionForSolution() method regardless of default value changes.

    To maintain and improve prediction accuracy over time, customers should monitor prediction drift and retrain, modify, or create new solutions reflecting evolving business conditions. Continuous testing and adjustments to business rules ensure reliable predictions across different users and use cases.

    Use your instance records to build specific solutions for Incident Management.

    Solution definitions

    These solution definitions are available as templates on instances where both Predictive Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior.

    Table 1. Solution Definitions for Incident Management
    Solution Definition Solution Type Description
    Incident Assignment Classification Predicts the Assignment group field from the Short description.
    Incident Categorization Classification Predicts the Category field from the Short description.
    Incident Service Classification Predicts the Service field from the Short description.
    Incident Configuration Item Classification Predicts the Configuration item field from the Short description.
    Major Incident Detection Similarity

    Recommends similar active major incidents which the current incident can be linked to.

    Recommends similar incidents to propose a major incident.
    Similar Incidents (Major Incident Workbench) Similarity Recommends similar incidents that are not linked as child incidents to a major incident.
    Similar Incidents Similarity Recommends similar incidents based on the Short description and Description fields, to help with incident investigation and resolution processes.
    Similar Open Incidents Similarity Recommends similar open incidents based on the Short description and Description fields, that the current incident can be linked to.
    Similar Closed Incidents Similarity Recommends similar closed incidents based on the Short description and Description fields, to help with incident investigation and resolution processes.
    Similar Resolved Incidents Similarity Recommends similar resolved incidents to help with incident investigation and resolution processes.
    Solution definitions and the required plugins are as follows:
    Table 2. Solution definitions and plugins
    Solution definition Plugins
    • Incident Assignment
    • Incident Categorization
    • Incident Service
    • Incident Configuration Item
    		 The plugins com.glide.platform_ml and com.snc.incident.ml_solution must be active.
    Similar Incidents (MIM) The plugins com.glide.platform_ml and com.snc.incident.mim.ml_solution must be active.
    Major Incident Recommendation The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active.
    • Similar Open Incidents
    • Similar Resolved Incidents
    • Similar Incidents
    • Similar Knowledge Articles
    		 The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active.

    For more information on classification and similarity solution, refer to Create solution definition and Create similarity solution.

    Business rule for classification solutions

    This business rule applies only to the Incident Assignment and Incident Categorization solution definitions and is available only on instances where both Predictive Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors.

    Table 3. Business rule for Incident Management
    Business rule Table Description
    Update Prediction Results Incident Updates the solution precision and coverage statistics. Runs when an incident record is closed.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Zurich release:
    • In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
    • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
    • The business rule template now calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

    Maintaining prediction accuracy

    You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.