Configuring Recommended Actions for ITSM in Service Operations Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Configuring Recommended Actions for ITSM in Service Operations Workspace

    Recommended Actions for ITSM is a feature within the Service Operations Workspace application designed to assist agents by providing relevant, actionable recommendations related to incident management. This feature is included by default in Service Operations Workspace 3.0 and later versions, with enhancements available in advanced versions for ITSM Pro subscribers.

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    Key Features

    • Standard Recommended Actions: Included in Incident Management for Service Operations Workspace, offering recommendations such as open incidents, similar resolved incidents, open problem records (PRBs), and AI search recommendations (available from version 5.0 onwards).
    • Advanced Recommended Actions: Requires installation of the Advanced Recommended Actions for ITSM plugin and an ITSM Pro subscription. Provides Task Intelligence-based recommendations including Incident Fields value prediction and Similar Incidents (TI).
    • Predictive Intelligence Integration: Additional plugins extend capabilities to include predictive recommendations for incidents, problem management, and major incident management, enabling solution definitions like proposing major incidents, classification assignments, and similarity-based suggestions.

    Implementation Considerations

    • Existing users upgrading to Service Operations Workspace 3.0 automatically receive the standard recommended actions feature.
    • New users must install the Service Operations Workspace ITSM Applications from the ServiceNow Store to access standard recommendations.
    • Advanced functionalities rely on installing multiple plugins, including Task Intelligence and Predictive Intelligence packages for incident and major incident management.
    • Recommendation Framework is deprecated; customers should adopt the Recommended Actions for ITSM feature for the latest and supported experience.

    Next Steps for ServiceNow Customers

    • Install and configure Recommended Actions for ITSM to enable relevant recommendations within Service Operations Workspace, improving incident resolution efficiency.
    • For enhanced AI-driven recommendations, consider procuring the ITSM Pro package and installing associated advanced plugins.
    • Train solution definitions for predictive capabilities to tailor recommendations effectively to your incident data.

    Enable an agent working on the relevant recommendations provided by Recommended Actions for ITSM.

    The standard version of Recommended Actions for ITSM is provided as a new feature in Incident Management for the Service Operations Workspace application that is a part of Service Operations Workspace 3.0.

    Existing users who upgrade to Service Operations Workspace 3.0 get the standard version of Recommended Actions for ITSM by default as a new feature. New users get the standard version of Recommended Actions for ITSM after installing the Service Operations Workspace ITSM Applications (sn_sow_itsm_cont) application from the ServiceNow Store.

    Users on Service Operations Workspace 6.0 will receive the new standard plugin, Recommended Actions for ITSM (sn_itsm_ra), which includes its standard features.

    For more information, see Getting started with Service Operations Workspace for ITSM. This plugin enables the standard recommended actions and offers the following recommendations:
    • Open incidents (CI & Service)
    • Similar Resolved incidents (CI & Service)
    • Open PRBs (CI & Service)
    • AI Search Recommendation
      Note:
      AI Search Recommendation is available for users using Service Operations Workspace version 5.0 and above versions.
    To get the advanced version of Recommended Actions for ITSM, you must install the Advanced Recommended actions for ITSM (sn_sow_itsm_ra_adv) plugin, and you must procure the ITSM Pro package subscription.
    Note:
    The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription.

    This plugin provides two Task Intelligence-based recommendations for Incidents: Incident Fields value prediction (TI) and Similar Incidents (TI).

    Note:
    The Advanced Recommended actions for ITSM (sn_sow_itsm_ra_adv) and Task Intelligence Admin Console (com.sn_ti_admin) plugins are installed as a dependency.
    Additionally, to get Predictive Intelligence -based recommendations, install the following plugins:
    • Install the Predictive Intelligence for Incident (com.snc.incident.ml) plugin to install the Relevant problems solution definition-Similar open PRBs (Similarity). For information about this plugin installation, see Request Predictive Intelligence for Incident.
    • Install the Problem Management for Service Operations Workspace (com.snc.uib.sow_problem) plugin to install the solution definition-Create Problem for Major incident.
    • Install the Predictive Intelligence for Major Incident Management (com.snc.incident.mim.ml_solution) plugin to install the following IT Service Management solution definitions.
      • Propose major incident (Trend)
      • Similar major incident (Trend)

      For information about this plugin installation, see Request Predictive Intelligence for Major Incident Management.

    • Install the Predictive Intelligence for Incident Management (com.snc.incident.ml_solution) plugin to install the following IT Service Management solution definitions.
      • Assignment group (Classification)
      • Configuration item (Classification)
      • Service (Classification)
      • Similar open incidents (Similarity)
      • Similar KB articles (Similarity)
      • Similar resolved incidents (Similarity)
      • Similar Incidents (TI)
        Note:
        Similar Incidents (TI) recommendation is available only from Service Operations Workspace version 6.0.

      For more information, see Request Predictive Intelligence for Incident Management.

    Train solution definitions to predict recommendations for an incident. For information about training solution definitions, see Predictive Intelligence for Incident Management

    For information about the training solution definition of Incident Fields value prediction (TI), see Task Intelligence for ITSM.