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 enables agents to access real-time, actionable AI-powered recommendations to accelerate issue triaging and resolution across multiple record types including Incident, Problem, Change, Interaction, and Request records. Recommendations appear either in a side panel as actionable suggestions or as field-level recommendations specifically for Incident records, enhancing agent efficiency and decision-making.
Show less
Key Features
- Two recommendation display modes:
- Actionable real-time recommendations in the side panel for multiple record types.
- Field-level recommendations within Incident forms, displayed via dropdowns starting from version 4.2 (previously as messages below fields).
- AI-powered search: Agents can manually search for relevant recommendations within Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records.
- Versions: Available in Standard and Advanced versions, which can be installed and configured according to organizational needs.
- Integration with machine learning: Utilizes trained models from Predictive Intelligence and Task Intelligence for ITSM to generate accurate recommendations.
- Configurable workflow: Administrators can set roles, conditions, and customize recommendation rules, resource generators, and action types to tailor recommendations.
- ServiceNow Store apps: Additional related apps can be explored and requested from the ServiceNow Store for extended functionality.
Practical Benefits for ServiceNow Customers
- Speeds up the triaging and resolution process by providing relevant, contextual recommendations directly within the workspace.
- Supports multiple ITSM record types, allowing agents to efficiently handle diverse issues without switching contexts.
- Improves agent productivity with AI-driven guidance and search capabilities, reducing manual investigation time.
- Flexible configuration enables alignment with specific organizational workflows and roles.
- Ensures up-to-date and scalable recommendation delivery through integration with ServiceNow’s machine learning frameworks.
Next Steps for Customers
- Review and install the appropriate Recommended Actions for ITSM version from the ServiceNow Store.
- Configure recommendation rules, resource generators, and action types to align with your ITSM processes.
- Train agents on accessing and using both side panel and field-level recommendations within Service Operations Workspace.
- Leverage AI-powered search for rapid problem-solving across Incident, Problem, Change, Interaction, and Request records.
- Consult related documentation on Task Intelligence, Predictive Intelligence, and Service Operations Workspace for comprehensive setup and usage.
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:
-
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.
-
All remaining recommendations use the trained model from Predictive Intelligence. For more information, see Predictive Intelligence for Incident Management.
-
- 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.