Guidance based recommendations in Recommended Actions for ITSM

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

    The IT Service Management (ITSM) base system in the Xanadu release offers a comprehensive set of guidance-based recommendations within the Recommended Actions feature. These AI-powered recommendations assist ServiceNow customers by providing relevant suggestions across various ITSM records such as incidents, problems, change requests, and knowledge base articles. This enables faster, more accurate decision-making and incident resolution.

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    Key Features

    • AI Search Recommendation: Provides AI-driven recommendations across multiple record types in the Service Operations Workspace including incidents, problems, change requests, interactions, and requests.
    • Create Problem Record for a Major Incident: Suggests creating a problem record linked to a major incident, streamlining problem management.
    • Open Incidents (CI & Service): Displays up to five open incidents matching the Configuration Item or Service related to the current incident from the last six months, with an option to make the current incident the parent.
    • Open Problems (CI & Service): Shows up to five open problems related to the current incident’s Configuration Item or Service created in the last seven days, with the option to link the incident to a problem.
    • Similar Change Requests and Problems: Offers up to five similar change requests or problems based on matching fields and associations with open incidents, facilitating quicker identification of related records.
    • Similar Incidents and KB Articles: Recommends similar incidents and knowledge base articles using similarity models. Users can attach KB articles directly to incidents.
    • Major Incident Proposals and Linking: Suggests proposing incidents as major incidents and linking to existing major incidents or open incidents/problems as parents, helping organize and escalate incidents appropriately.
    • Copy Resolution from Resolved Incidents: Provides recommendations of resolved incidents with matching Configuration Items or Services, enabling users to copy resolution details to current incidents and improve resolution efficiency.

    Key Outcomes

    • Accelerated incident and problem management through context-aware AI recommendations.
    • Improved linkage and association between related records such as incidents, problems, and change requests, enhancing traceability.
    • Reduction in resolution time by leveraging prior resolutions and knowledge base articles.
    • Enhanced ability to identify major incidents and appropriately escalate or link records for effective incident handling.
    • Streamlined workflows in the Service Operations Workspace with actionable recommendations directly integrated into record views.

    ITSM base system includes the following guidance based recommendations.

    Table 1. Guidance based recommendations description
    Recommendation Description
    AI Search Recommendation Returns AI-powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
    Create Problem Record for a major incident

    Returns guidance-based recommendation.

    Select Create Problem action to create a problem record for major incident.

    Open incidents (CI & Service)

    		 Returns guidance-based recommendations. The open incidents which have matching Configuration item or Service with the current incident record and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Make parent action to make the incident as the parent to the recommended incident.

    Open PRBs (CI & Service)

    Returns guidance-based recommendations. The problems which have matching Configuration item or Service with the current incident record and which were created within last seven days appear. Atmost five recommendations for such type for an incident appear.

    Select Link to Problem action- to associate the incident with the recommended problem.
    Similar Change Requests (TI)

    Returns similar change request records as guidance-based recommendations, with up to five suggestions provided. Change requests with matching CI fields are prioritized, followed by those with matching fields. Lastly, change requests linked to open incidents with matching fields are displayed.
    Similar Problems (TI) Returns problem records as guidance-based recommendations, with up to five suggestions provided. Problems with similar fields are prioritized, followed by problems associated with open incidents are displayed.
    Similar Incidents (TI) Returns guidance-based recommendations. The records with similar fields appear.
    Similar KB Articles (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns KB articles as recommendations.

    Select Attach KB to attach the KB article to the current incident.

    Propose Major Incident (Trend)

    		 Returns guidance-based recommendations. Based on the similarity with Trend, this returns incidents as recommendations.

    Select Propose as Major Incident to propose the incident as major incident.

    Similar Major Incident (Trend)

    Returns guidance-based recommendations. Based on the similarity with Trend, this returns major incidents as recommendations.

    Select Link Major incident as Parent to link the recommended major incident to the current incident.

    The current incident becomes child of the recommended major incident.
    Similar Open Incidents (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns open incidents.

    Select Link as parent to link the recommended incident to current incident.

    The current incident becomes child of the recommended open incident.

    Similar Open PRBs (Similarity)

    Returns guidance-based recommendations. Based on the similarity model, this returns open problems.

    Select Link Problem as Parent to link the current incident to the recommended open problem.

    The current incident has a problem field, which gets linked to the recommended problem.

    Similar Resolved Incidents (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns resolved incidents.

    Select Copy resolution to copy the resolution of the resolved recommended incidents to the current incident.

    Similar Resolved incidents (CI & Service)

    Returns guidance-based recommendations. The resolved incidents which have matching Configuration item or Service with the current incident and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Copy resolution action to copy the resolution and associate the incident with the recommended resolved incident.