Predictive Intelligence for Incident Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Predictive Intelligence for Incident Management

    Predictive Intelligence for Incident Management leverages your instance data to create tailored machine learning solutions that enhance incident handling. This feature provides templates for solution definitions that predict key incident fields and recommend similar incidents, enabling faster and more accurate incident management processes.

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    Solution Definitions

    The system offers predefined solution definitions as templates for instances with both Predictive Intelligence and Incident Management activated. These can be customized by creating new solution definition records. The main solution types include:

    • Classification Solutions: Predict fields such as Assignment Group, Category, Service, and Configuration Item based on the incident's short description.
    • Similarity Solutions: Recommend similar incidents (open, closed, resolved), major incidents, and incidents for linking or investigation, based on short description and description fields.
    • Major Incident Detection: Suggests linking current incidents to existing major incidents or proposes major incidents based on similarity.

    Required Plugins

    To use these solutions, specific plugins must be activated:

    • Classification Solutions: com.glide.platformml and com.snc.incident.mlsolution
    • Major Incident and Similarity Solutions: com.glide.platformml and com.snc.incident.mim.mlsolution
    • Major Incident Recommendations and Knowledge Article Similarity: com.snc.contextualsearchml and com.snc.incident.mim.mlsolution

    Business Rule for Classification Solutions

    A dedicated business rule exists for Incident Assignment and Categorization solutions, active only when both Predictive Intelligence and Incident Management are enabled. This rule updates prediction precision and coverage statistics when an incident is closed. Customers can create custom business rules on the Incident table to tailor prediction and reporting behaviors. For advanced classification flexibility, the ITSM Predictive Intelligence Workbench can be used.

    Upgrade and Maintenance Considerations

    When upgrading from Kingston to Xanadu releases, note changes in the business rule, such as the introduction of the solutionNames array for global domain environments and customizable code templates for domain-separated environments. The new business rule template applies predictions consistently using the applyPredictionForSolution() method.

    To maintain prediction accuracy over time, customers should manage prediction drift by retraining, modifying, or creating new solutions aligned with evolving business conditions. Continuous testing and adjustment of business rules are recommended to ensure reliable performance across different user roles 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.

    For more flexibility with classification solutions, consider using ITSM Predictive Intelligence Workbench.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Xanadu 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.