Resource generators in Recommended Actions for ITSM

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

    The ITSM base system includes various resource generators that enhance incident management by providing field predictions and recommendations based on historical data and trends. These generators help streamline the incident resolution process by suggesting relevant assignment groups, configuration items, and similar incidents or problems.

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    Key Features

    • Assignment Group using Classification: Predicts the appropriate assignment group for the current incident.
    • Configuration Item using Classification: Provides predictions for the configuration item field in the current incident.
    • Incident Fields Predictions (TI): Delivers predictions for assignment group, configuration item, and service fields.
    • Open PRBs using CI & Service: Returns related problems that share the same configuration item and service.
    • Propose Major Incident using Trend: Suggests incidents that may qualify as major incidents based on trends.
    • Resolved Incidents with Same CI & Service: Identifies resolved incidents that can inform current resolutions.
    • Service using Classification: Recommends relevant services for the current incident.
    • Similar KBs using Similarity: Finds knowledge base articles that can be attached to the incident for reference.
    • Similar Major Incidents using Trends: Links related major incidents to the current incident.
    • Similar Open Incidents using Similarity: Identifies open incidents that may be linked to the current situation.
    • Similar Open Incidents with Same CI & Service: Finds open incidents related to the same configuration item and service.
    • Similar PRBs using Similarity: Links similar problems that could impact the current incident.
    • AI Search Resource Generator: Utilizes AI for providing search results as recommendations.
    • Similar Incidents using TI Similarity: Returns records of similar incidents for quick reference.
    • Similar Resolved Incidents using Similarity: Identifies resolved cases whose resolutions can be utilized for current incidents.

    Key Outcomes

    By leveraging these resource generators, ServiceNow customers can expect improved incident resolution efficiency, enhanced accuracy in field predictions, and a streamlined process for linking incidents and problems. This ultimately leads to better service delivery and increased customer satisfaction within ITSM operations.

    ITSM base system includes the following resource generators.

    Table 1. Resource generator description
    Resource Generator Description
    Assignment group using Classification The recommendation- Assignment group (Classification),uses this resource generator to return field predictions in the Assignment group field of the current incident.
    Configuration item using Classification The recommendation- Configuration item (Classification), uses this resource generator to return field predictions in the configuration item field of the current incident.
    Incident Fields predictions TI The recommendation- Incident Fields value prediction (TI), uses this resource generator to return field predictions in the Assignment group, configuration item, and service fields of the current incident.
    Open PRBs using CI & Service The recommendation- Open PRBs (CI & service), uses this resource generator to return problems with same CI & Service, which can be linked to current incident.
    Propose major incident using trend The recommendation- Propose Major Incident (Trend),uses this resource generator to return incidents which can be proposed as a major incident.
    Resolved Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return resolved incidents with same CI & Service, whose resolution can be linked to current incident.
    Service using Classification The recommendation- Service (Classification), uses this resource generator to return field predictions in the Service field of the current incident.
    Similar KBs using similarity The recommendation- Similar KB Articles (Similarity), uses this resource generator to return KB articles as recommendations which can be attached to the current incident.
    Similar major incident using trends The recommendation- Similar Major Incident (Trend), uses this resource generator to return major incidents which can be linked to the current incident.
    Similar open incidents using similarity The recommendation- Similar Open Incidents (Similarity), uses this resource generator to return open incidents which can be linked to the current incident.
    Similar Open Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return open incidents with same CI & Service.
    Similar PRBs using similarity The recommendation- Similar Open PRBs (Similarity), uses this resource generator to return problems which can be linked to the current incident.
    AI Search Resource Generator The recommendation- AI Search, uses this resource generator to return AI-powered search results as recommendations.

    Similar incidents using TI similarity

    The recommendation- Similar Incidents (TI), uses this resource generator to return similar records for incidents.
    Similar resolved incidents using similarity The recommendation- Similar Resolved Incidents (Similarity), uses this resource generator to return resolved incidents whose resolution can be copied to the current incident.