Configuring Recommended Actions for ITSM in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Configuring Recommended Actions for ITSM in Service Operations Workspace

    This guide provides instructions on configuring Recommended Actions for IT Service Management (ITSM) within the Service Operations Workspace. This feature enhances incident management by offering relevant recommendations to agents based on the context of the incident being handled.

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    Key Features

    • Standard Recommended Actions are included by default for users upgrading to Service Operations Workspace 3.0 or new users who install the relevant ITSM applications.
    • Standard recommendations include open incidents, resolved incidents, and open problem records (PRBs).
    • For advanced recommendations, users must install the Advanced Recommended Actions for ITSM plugin and procure the ITSM Pro package.
    • Predictive Intelligence recommendations can be enabled by installing additional plugins, which provide insights for incident classification and solutions.

    Key Outcomes

    By configuring Recommended Actions for ITSM, ServiceNow customers can enhance the efficiency of incident resolution by providing agents with contextual recommendations. This results in improved incident management processes and a more streamlined workflow, allowing for quicker resolutions and better service delivery.

    Enable an agent working on an incident to view the relevant recommendations provided by Recommended Actions for ITSM.

    The standard version of Recommended Actions for ITSM is provided as a new feature in Incident Management for the Service Operations Workspace application that is a part of Service Operations Workspace 3.0.

    Existing users who upgrade to Service Operations Workspace 3.0 get the standard version of Recommended Actions for ITSM by default as a new feature. New users get the standard version of Recommended Actions for ITSM after installing the Service Operations Workspace ITSM Applications (sn_sow_itsm_cont) application from the ServiceNow Store. For more information, see Install Service Operations Workspace ITSM Applications. This plugin enables the standard recommended actions and offers the following recommendations:
    • Open incidents (CI & Service)
    • Similar Resolved incidents (CI & Service)
    • Open PRBs (CI & Service)
    To get the advanced version of Recommended Actions for ITSM, you must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin, and you must procure the ITSM Pro package subscription.
    Note:
    The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription.
    This plugin offers the Task Intelligence-based recommendation for Incident fields: Incident Fields value prediction (TI).
    Note:
    The Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) and Task Intelligence Admin Console (com.sn_ti_admin) plugins are installed as a dependency.
    Additionally, to get Predictive Intelligence -based recommendations, install the following plugins:
    • Install the Predictive Intelligence for Incident (com.snc.incident.ml) plugin to install the Relevant problems solution definition-Similar open PRBs (Similarity). For information about this plugin installation, see Request Predictive Intelligence for Incident.
    • Install the Predictive Intelligence for Major Incident Management (com.snc.incident.mim.ml_solution) plugin to install the following IT Service Management solution definitions.
      • Propose major incident (Trend)
      • Similar major incident (Trend)

      For information about this plugin installation, see Request Predictive Intelligence for Major Incident Management.

    • Install the Predictive Intelligence for Incident Management (com.snc.incident.ml_solution) plugin to install the following IT Service Management solution definitions.
      • Assignment group (Classification)
      • Configuration item (Classification)
      • Service (Classification)
      • Similar open incidents (Similarity)
      • Similar KB articles (Similarity)
      • Similar resolved incidents (Similarity)

      For more information, see Request Predictive Intelligence for Incident Management.

    Train solution definitions to predict recommendations for an incident. For information about training solution definitions, see Predictive Intelligence for Incident Management

    For information about the training solution definition of Incident Fields value prediction (TI), see Task Intelligence for ITSM.