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 ServiceNow customers to access real-time, actionable recommendations to accelerate issue triaging and resolution across multiple record types such as Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request. These recommendations appear either as side panel actionable suggestions or as field-level recommendations (the latter currently available only for Incident records).
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Agents can access these intelligent recommendations by clicking the Recommendations icon within the workspace. For incidents, both recommended actions and AI-powered manual search options are available. For other records, AI-powered search results are provided. This functionality helps agents quickly find solutions and guidance while working within their familiar interface.
Key Features
- Two Versions: Standard Recommended Actions is included by default with Service Operations Workspace 3.0 and later versions. The Advanced Recommended Actions requires installing a separate plugin and an ITSM Pro subscription.
- Wide Record Support: Recommendations are available for Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records.
- Real-Time & Field-Level Recommendations: Actionable insights appear in a side panel and as field-level dropdown suggestions within incident forms (from version 4.2 onward).
- AI-Driven Guidance: Uses machine learning models from Predictive Intelligence and Task Intelligence for ITSM to generate relevant recommendations based on historical and contextual data.
- Customizable Workflow: Customers can configure rules, resource generators, and action types to tailor recommendations for specific roles, conditions, and record types.
Practical Benefits for ServiceNow Customers
- Faster Issue Resolution: Agents receive immediate, relevant guidance to accelerate troubleshooting and reduce resolution times.
- Improved Agent Efficiency: Access to AI-powered recommendations directly within the workspace minimizes context switching and manual searches.
- Configurable and Scalable: Organizations can customize recommendations based on their unique workflows and scale usage across multiple ITSM records.
- Enhanced Incident Management: Field-level suggestions help agents accurately update incident forms, improving data quality and reducing errors.
Implementation Notes
- The standard Recommended Actions feature is included by default with Service Operations Workspace 3.0 and higher or available via the ServiceNow Store.
- Advanced features require the Advanced Recommended Actions plugin and ITSM Pro subscription.
- Machine learning models for recommendations come from Predictive Intelligence by default, with Task Intelligence models supporting specific incident and change recommendations.
- Agents interact with recommendations via the Recommendations icon in the workspace side panel, with different interfaces depending on the record type.
Recommended Actions for ITSM allows you to set up and apply real-time actionable recommendations for speeding up the triaging process and resolving 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 and 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, clicking 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 shown in the following diagram.
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Starting from the version 4.2, field recommendations appear in a drop-down when you click in 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 version history release notes.
Application Details
There are two versions of Recommended Actions - Standard and Advanced.
The standard version of Recommended Actions for ITSM is provided as a new feature in Incident Management for the Service Operations Workspace application, which is a part of Service Operations Workspace 3.0.
Existing users that have upgraded 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 after installing the Service Operations Workspace ITSM (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 all the standard features.
Workflow
The workflow for Recommended Actions for ITSM includes the following:
- Use Context: Use any of the following context 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:
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The Incident Fields value prediction (TI), Similar Incidents (TI), Similar Change Requests (TI), and Similar Problems (TI) are the only recommendations where the trained models comes from Task Intelligence for ITSM. For more information, see Task Intelligence for ITSM.
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All remaining recommendations use the trained model from Predictive Intelligence. For more information, see Predictive Intelligence for Incident Management.
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- 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 Setting up Recommended Actions for ITSM. - 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.