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 provides real-time, actionable recommendations to accelerate issue triaging and resolution across multiple record types, including Incident, Problem, Change, Interaction, and Request records. It improves agent efficiency by presenting AI-powered recommendations either in a side panel or directly at the field level (for Incidents only).
Show less
Agents can access recommendations by clicking the Recommendations icon in the side panel, which shows two tabs for Incidents: Recommended actions (guidance-based) and Search (manual AI-powered search). For other record types, only the AI-powered search results are available.
Field-level recommendations for incidents are shown in a drop-down upon selecting a field starting from version 4.2, replacing the previous message display to enhance performance.
Key Features
- Multi-record support: Recommendations are available across Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request records.
- Two recommendation modes: Real-time actionable recommendations in the side panel and field-level recommendations (Incidents only).
- AI-powered search: Agents can manually search for relevant recommendations within the workspace.
- Version options: Available in Standard and Advanced versions for installation and setup flexibility.
- Performance improvements: Field-level recommendations use a drop-down interface starting in version 4.2 to prevent performance issues.
How It Works
The Recommended Actions workflow involves:
- Use Context: Recommendations are generated for various record types to support diverse ITSM processes.
- Set Rule: Administrators configure recommendation rules based on roles and conditions to control when recommendations appear.
- Create Recommendations: Define recommendation content by selecting resource generators and action types.
- Create Resource Generators: These use machine learning models from Predictive Intelligence or Task Intelligence for ITSM to provide guidance and field-level recommendations.
- Create Action Types: Configure the inputs, outputs, and agent actions related to each recommendation to tailor the guidance experience.
Benefits for ServiceNow Customers
- Faster issue resolution: Real-time, AI-driven recommendations help agents triage and resolve incidents and requests more efficiently.
- Improved agent productivity: Direct access to relevant guidance and automated suggestions reduces manual search and guesswork.
- Customizable guidance: Admins can tailor recommendations based on roles, conditions, and specific ITSM processes.
- Seamless integration: Embedded directly in Service Operations Workspace, enabling agents to work without switching contexts.
Additional Resources
Customers can explore available Recommended Actions apps on the ServiceNow Store and consult cumulative release notes for updates. Further configuration details, setup guidance, and related ITSM workspace features provide comprehensive support for implementing and maximizing Recommended Actions.
Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve 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 or 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, selecting 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 messages below the field.
Starting from the version 4.2, field recommendations appear in a drop-down when you select 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 release notes.
Recommended Actions for ITSM application details
There are two versions of Recommended Actions: Standard and Advanced. For information about installing either, see Setting up Recommended Actions for ITSM.
Recommended Actions for ITSM workflow
The workflow for Recommended Actions for ITSM includes the following:
- Use Context: Use any of the following contexts 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:
-
The Incident Fields value prediction (TI) and Similar Incidents (TI) are the only recommendations where the trained models come from Task Intelligence for ITSM. For more information, see Task Intelligence for ITSM.
-
All remaining recommendations use the trained model from Predictive Intelligence. For more information, see Predictive Intelligence for Incident Management.
-
- 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 Configuring Recommended Actions for ITSM in Service Operations Workspace. - 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.