Resource generators in Recommended Actions for ITSM

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Resource generators in Recommended Actions for ITSM

    ServiceNow’s ITSM base system includes various resource generators designed to enhance incident management by providing intelligent recommendations. These resource generators analyze incident data and related records to suggest relevant field values, linked problems, knowledge articles, and major incident proposals. This functionality helps streamline incident resolution and improve accuracy in assignments.

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    Key Features

    • Field Prediction Generators: Provide automated predictions for key incident fields such as Assignment group, Configuration item, and Service based on classification and historical data.
    • Linked Problem and Incident Generators: Identify open or resolved problems and incidents related to the same Configuration item and Service, enabling quick linkage and reuse of resolutions.
    • Major Incident Proposals: Detect trends to propose incidents that may qualify as major incidents, facilitating timely escalation.
    • Similarity-based Recommendations: Use similarity algorithms to suggest relevant KB articles, open incidents, and problems that can assist in incident resolution.
    • AI Search Generator: Leverages AI-powered search to deliver pertinent recommendations directly within the incident context.
    • TI (Text Intelligence) Based Generators: Utilize text intelligence to predict field values and find similar incidents for more accurate and contextual recommendations.

    Benefits for ServiceNow Customers

    • Improved Incident Accuracy: Automated field predictions reduce manual errors and speed up incident triage.
    • Faster Resolution: Linking to related problems, resolved incidents, and KB articles enables quicker issue diagnosis and resolution reuse.
    • Proactive Incident Management: Trend-based major incident proposals help identify critical issues early for escalation.
    • Enhanced Knowledge Utilization: Similarity and AI search generators promote the use of existing knowledge and prior resolutions.
    • Contextual Recommendations: Recommendations are tailored to the current incident’s data, improving relevance and actionability.

    ITSM base system includes the following resource generators.

    Table 1. Resource generator description
    Resource Generator Description
    Assignment group using Classification The recommendation- Assignment group (Classification),uses this resource generator to return field predictions in the Assignment group field of the current incident.
    Configuration item using Classification The recommendation- Configuration item (Classification), uses this resource generator to return field predictions in the configuration item field of the current incident.
    Incident Fields predictions TI The recommendation- Incident Fields value prediction (TI), uses this resource generator to return field predictions in the Assignment group, configuration item, and service fields of the current incident.
    Open PRBs using CI & Service The recommendation- Open PRBs (CI & service), uses this resource generator to return problems with same CI & Service, which can be linked to current incident.
    Propose major incident using trend The recommendation- Propose Major Incident (Trend),uses this resource generator to return incidents which can be proposed as a major incident.
    Resolved Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return resolved incidents with same CI & Service, whose resolution can be linked to current incident.
    Service using Classification The recommendation- Service (Classification), uses this resource generator to return field predictions in the Service field of the current incident.
    Similar KBs using similarity The recommendation- Similar KB Articles (Similarity), uses this resource generator to return KB articles as recommendations which can be attached to the current incident.
    Similar major incident using trends The recommendation- Similar Major Incident (Trend), uses this resource generator to return major incidents which can be linked to the current incident.
    Similar open incidents using similarity The recommendation- Similar Open Incidents (Similarity), uses this resource generator to return open incidents which can be linked to the current incident.
    Similar Open Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return open incidents with same CI & Service.
    Similar PRBs using similarity The recommendation- Similar Open PRBs (Similarity), uses this resource generator to return problems which can be linked to the current incident.
    AI Search Resource Generator The recommendation- AI Search, uses this resource generator to return AI-powered search results as recommendations.

    Similar incidents using TI similarity

    The recommendation- Similar Incidents (TI), uses this resource generator to return similar records for incidents.
    Similar resolved incidents using similarity The recommendation- Similar Resolved Incidents (Similarity), uses this resource generator to return resolved incidents whose resolution can be copied to the current incident.