ITSM Predictive Intelligence Workbench

The ServiceNow® ITSM Predictive Intelligence Workbench application provides prebuilt use case templates and guides you through your machine learning implementation to create intelligent ITSM business processes.

Note:

Starting with the Yokohama release, the ITSM Predictive Intelligence Workbench application is completely deprecated and no longer deployed, enhanced, or supported. To get the latest experience for this functionality, you can install the Task Intelligence for ITSM plugin (com.snc.itsm_ml_task) or the Predictive Intelligence plugin (com.glide.platform_ml). For more information, see Task Intelligence for ITSM and Predictive Intelligence.

For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

Exploring ITSM Predictive Intelligence Workbench

The ITSM Predictive Intelligence Workbench application is built to help you get started using machine learning to quickly solve and expedite your IT incidents.

The workbench includes prebuilt use case templates that systematically guide you through the process of creating and training new predictive models, evaluating and testing them, and finally adding them to your business process to add value to your IT organization.

Guided machine learning provides next steps and helps you make informed decisions while you increase your knowledge of machine learning.

Once you train your use cases, they are usable immediately. Using Performance Analytics capabilities, you can monitor your successfully implemented use cases to ensure the best model efficacy. Define thresholds and monitor whether your models are performing as expected or if they are under-performing with the Predictive Intelligence for Incidents dashboard.

The ITSM Predictive Intelligence Workbench application depends on activation of the Predictive Intelligence application, which is available with the ITSM Pro SKU.

Who needs ITSM Predictive Intelligence Workbench

Business process architects use Predictive Intelligence Workbench functionality to get started with machine learning-based use cases. You can determine your business value, monitor your models, and view related statistics using the Predictive Intelligence Workbench dashboard.

If you are a process architect or owner, or someone who is championing machine learning for your IT organization, ITSM Predictive Intelligence Workbench can help you streamline your incident case load. Trained predictive models can resolve your incidents through past similar resolutions or by recommending relevant knowledge base articles to help expedite your incident investigation and resolution processes. This frees up valuable time for IT professionals who often need to spend time on more complex and challenging issues.

No prior knowledge or experience with artificial intelligence or machine learning is required when you use ITSM Predictive Intelligence Workbench. The application includes templates with prebuilt guidance to assist you in creating, training, evaluating, testing, and producing, your unique predictive models. You can also link to your knowledge base articles to support your IT incident case load, as well as access the many features of the Predictive Intelligence platform application.

Benefits from ITSM Predictive Intelligence Workbench

Cutting-edge artificial intelligence and machine learning technologies are widely adopted throughout many industries. The ITSM Predictive Intelligence Workbench application provides you with the machine learning tools you need to quickly and effectively resolve your IT incident tasks and improve your IT organization. The process of creating and implementing your predictive models can result in valuable business analysis and operations optimization.

ITSM Predictive Intelligence Workbench User Experience

Simple, streamlined model creation, evaluation, testing, and integration

Evaluate and test different model versions. When a retrained model version doesn't perform as well as the previous version, you can tune it, view the winning model version, and mark it as active.

View your trained models on the Use case guided steps page. When a model is integrated, the integration data is indicated parenthetically next to the model name. You can also see the Created on and Trained on dates and the Active version number for the model. Integrated models appear at the top of the list.

Identify the model with the highest net automation score as the green highlighted winning model. When two models have the same net automation score, the most recently created model is highlighted in green.

Use the faceted filters feature on the Use cases - All Created Use Cases page to filter by Domain, model State, and Model training status.

Use the faceted filters feature on the Use cases - Create new from Template page to filter by Domain, Setup Help, and Business Value.

Quickly find use case templates or use cases with a search filter added to the Use cases - All Created Use Cases and Use cases - Create new from Template pages.

Identify Integrated and In progress models by unique icons and easily recognize when a model training has failed or a model is underperforming with icons and flags on the Use cases - All page.

Edit model names and short descriptions as needed.

Deactivate a previous model version or select a previous model version to activate.

Know whether you have the necessary required data before starting the process of creating a use case. A message notifies you if data is insufficient.

Download a .CSV file of your model batch test or go to the test phase to view the results.

Dot-walking for input fields

Access fields on related tables from a form, list, or script.

Right to left language support

For users who read from right to left, this language support is added.