---
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


---

# Create an incident prediction model

# Create an incident prediction model in Task Intelligence for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Create an incident prediction model in Task Intelligence for ITSM

Task Intelligence for ITSM enables ServiceNow customers to create and deploy incident field prediction models that improve the handling of new IT service incidents by predicting key incident fields based on historical data.
These models help automate incident categorization and enhance the incident management process by offering auto-filled or recommended values.
Show full answer Show less  

## Key Features

* **Customizable Prediction Models:** Admins can define which incident fields to predict (output fields), select input fields used for predictions, specify conditions to filter training data, and choose prediction behavior such as auto-fill, recommendations, monitoring, or disabling predictions.
* **Base System Models:** Task Intelligence for ITSM comes with pre-built models including:
  * Similar Incidents
  * Similar open Change Requests for Incidents
  * Similar open Problems for Incidents
  * Major Incident Recommendations
* **Automatic Training and Deployment:** Installing the Task Intelligence for ITSM plugin automatically trains and deploys the base model on your production data. Predictions run in the background without impacting the Incident form, storing results in prediction tables.
* **Performance Monitoring and Model Editing:** Performance results are accessible via Task Intelligence for ITSM Monitoring, allowing admins to review and refine models. Models can be edited and redeployed through the Setup page to adjust predictions and behaviors.
* **Integration with Service Operations Workspace:** Predictions can be configured to auto-fill or recommend values directly on the incident form within the workspace, enhancing user efficiency.
* **Simplified Configuration:** The base model is linked to a system rule within Recommended Actions for ITSM, eliminating the need for additional rule configuration by admins.

## Practical Use for ServiceNow Customers

By leveraging Task Intelligence for ITSM incident prediction models, customers can:

* Accelerate incident categorization and resolution by using AI-driven predictions based on historical incident data.
* Customize models to reflect their organizational needs, choosing which fields to predict and how predictions influence incident creation.
* Monitor model accuracy and effectiveness through built-in performance dashboards, ensuring continuous improvement.
* Easily deploy and manage models without extensive manual configuration, benefiting from pre-built models tailored to common ITSM scenarios.

Setting up new models or modifying existing ones is streamlined via Task Intelligence interfaces, empowering ServiceNow admins to optimize incident management workflows efficiently.  
Create and deploy solution-based incident categorization prediction models to predict incidents fields for new IT service incidents.
With an incident field prediction model, you can choose what the model uses to predict information. If you're an admin, you can decide when you want it to make predictions, what you want it to predict, and what data to use for those predictions. You can select the following information:

* Output fields: The fields that the model predicts
* Input fields: The fields used to predict the output fields
* Conditions that choose the set of records to train the model
* The prediction behavior: auto-fill, recommend, or Monitor only (run in the background) or turn off predictions.
{#create-incident-prediction-model__ul_hwf_k5f_cyb}

After customizing your model, you can view the test results and deploy the model.

The model uses previous case records to train. You can see how the model would have predicted fields for past cases, providing you with an estimate of how the model performs when deployed.

## Base system model {#create-incident-prediction-model__section_ocd_dwq_dyb}

Task Intelligence for ITSM comes with a base system which has following models based on similarity:

* Similar Incidents: For predicting the similar incidents for incidents table.
* Similar open Change Requests for Incident: For predicting the similar change requests for incident table.
* Similar open Problems for Incident: For predicting the similar problems for incident table.
* Major Incident Recommendation: For recommending similar active major incidents which the current incident can be linked to, and for recommending that you propose similar incidents as a major incident.
{#create-incident-prediction-model__ul_xft_krm_2dc}

When you install the Task Intelligence for ITSM plugin in your production instance, the model is installed and is trained on your data automatically. This model is auto-deployed. The model starts predicting data in the background and
doesn't impact the Incident form.

The prediction data is then stored in the prediction tables. You can navigate to AllTask Intelligence for ITSMMonitoring to view the performance results of this model. Based on these results, you can edit the model to show the predictions in Service Operations Workspace. You can configure the model to use the predictions to either auto-fill or give recommendations for the output fields on an incident form.

To edit and redeploy the base system model, you can navigate to the Setup page. From the model list, select the required similarity model and edit the model. For more information on how to edit the model,
see [Edit an incident prediction model in Task Intelligence for ITSM](https://www.servicenow.com/docs/N3R5oCjemloNTrTaxPrtgw "Edit either the Similar Incidents or Incident Categorization model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.").{#create-incident-prediction-model__p_yfp_tjr_2yb}

This model is linked with a base system rule in the Recommended Actions for ITSM configuration. An admin isn't required to go to the Recommended Actions for ITSM application to configure any rules for this model.

To set up a new model using a template, see [Set up your incident prediction model](https://www.servicenow.com/docs/vL6M4fYRWOhFrYAPSnxZWg#set-up-model "Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.").
* **[Set up your incident prediction model](https://www.servicenow.com/docs/vL6M4fYRWOhFrYAPSnxZWg#set-up-model)**   
  Use Task Intelligence for ITSM to set up your incident prediction model and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model.

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