Guidance based recommendations in Recommended Actions for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Guidance Based Recommendations in Recommended Actions for ITSM

    The ITSM base system provides guidance-based recommendations to enhance incident and problem management processes. These recommendations utilize AI to streamline decision-making and improve response efficiency across various record types within the Service Operations Workspace.

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    Key Features

    • AI Search Recommendation: Offers AI-driven suggestions for Incident, Problem, Change requests, and more.
    • Create Problem Record for Major Incident: Facilitates creating a problem record for significant incidents.
    • Open Incidents (CI & Service): Displays up to five relevant open incidents related to the current incident, created in the last six months.
    • Open PRBs (CI & Service): Identifies up to five problems from the last seven days that match the current incident's Configuration Item or Service.
    • Similar Incidents: Provides records with similar attributes to the current incident.
    • Similar KB Articles: Recommends knowledge base articles based on similarity to the current incident.
    • Propose Major Incident: Suggests incidents that may qualify as major based on trends.
    • Similar Major Incidents: Links the current incident to suggested major incidents.
    • Similar Open Incidents: Connects the current incident to similar open incidents.
    • Similar Open PRBs: Links the current incident to related open problems.
    • Similar Resolved Incidents: Allows copying resolutions from similar resolved incidents to the current one.
    • Create Known Error Article: Enables the creation of an article for a high-impact problem.

    Key Outcomes

    By utilizing these recommendations, ServiceNow customers can expect improved incident management efficiency, enhanced problem tracking, better access to relevant knowledge, and a streamlined process for creating known errors. These capabilities are designed to facilitate quicker resolutions and improve overall service quality within IT operations.

    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 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.
    Create known error article for high impact Problem Returns guidance based recommendation for a high-impact problem.

    Select Create article to create a known error article for a high-impact problem.