---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Incident service and category prediction

# Incident service and category prediction and the L1 IT Service Desk AI Specialist {#ariaid-title1}

Release version: Brazil  
Updated September 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The incident service and category prediction capability is used by the L1 IT Service Desk AI Specialist to effectively triage, categorize and resolve incidents.  
Based on the incident details such as description and short description of an incident record, the capability enables to predict the following incident fields which helps to effectively triage and resolve incidents:

* Category
* Subcategory
* Service
* Service Offering
* Configuration Item
{#inc-prediction-l1-sd-ai-spec__ul_tkl_gbd_yhc}  
The incident service and category prediction capability supports the following providers:

* Now LLM Service
* AWS Claude
* Google Gemini
* Azure OpenAI
{#inc-prediction-l1-sd-ai-spec__ul_gqn_hbd_yhc}