Exploring Recommended Actions for ITSM in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
    • Summarize
    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 Exploring Recommended Actions for ITSM in Service Operations Workspace

    Recommended Actions for ITSM provides actionable real-time recommendations for handling incidents within the Service Operations Workspace. Agents can easily access these recommendations, which are available in the side panel and as field-level suggestions when creating or updating incidents.

    Show full answer Show less

    Key Features

    • Actionable Recommendations: Real-time recommendations are displayed in the side panel and as drop-down suggestions in incident fields (available starting version 4.2).
    • Two Versions: Standard version included with Service Operations Workspace 3.0; Advanced version requires additional installation and a subscription to ITSM Pro.
    • Machine Learning Integration: Recommendations leverage trained models from Predictive Intelligence and Task Intelligence to enhance incident management.
    • Customizable Workflow: Users can configure roles, conditions, and action types based on incident context to tailor recommendations effectively.

    Key Outcomes

    By utilizing Recommended Actions for ITSM, agents can improve incident resolution efficiency, enhance customer service, and leverage predictive analytics to streamline their workflows in the Service Operations Workspace.

    Recommended Actions for ITSM enables you to configure and use actionable real-time recommendations for incidents in Service Operations Workspace. Agents can quickly and easily use these recommendations to help customers and resolve issues.

    Recommended Actions for ITSM in Service Operations Workspace overview

    There are two ways in which recommendations appear- as actionable real-time recommendations in the side panel and as field level recommendations while updating or creating the incidents in Service Operations Workspace.

    Agents can access recommended actions in Service Operations Workspace by selecting the recommended actions icon (Recommended Actions icon.) in the side panel. For more information, see Get Guidance based recommendations.

    Guidance based recommendations.

    Agents can view field-level recommendations in the fields of an incident form in Service Operations Workspace. If you're on version prior to 4.2, the recommendations appeared as shown in the following diagram.

    .Field-level recommendations.

    Starting from the version 4.2, field recommendations appear in a drop-down when you click in the field. For more information, see Get field recommendations.

    Field_recommendations_in_drop-down

    Note:
    The Recommended Actions for ITSM application only supports ITSM customers using Service Operations Workspace. For more information about Recommended Actions, see Configuring Recommended Actions.

    Request apps on the Store

    Visit the  ServiceNow Store  website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the  ServiceNow Store version history release notes.

    Application Details

    There are two versions of Recommended Actions - Standard and Advanced.

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

    Existing users that have upgraded 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 after installing the Service Operations Workspace ITSM (sn_sow_itsm_cont) application from the ServiceNow Store.

    To get the advanced version, users must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin and must procure the ITSM Pro package subscription.
    Note:
    To get the advanced version, you can install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription. For more information, see Configuring Recommended Actions for ITSM in Service Operations Workspace.

    Workflow

    The workflow for Recommended Actions for ITSM includes the following:

    1. Use Context - Incident: Use incident context to generate the field predictions on the incident form.
    2. Set Rule: Configure the recommendations for required roles and conditions.
    3. Create Recommendations: Create recommendations where you select a resource generator and action types.
      • Create Resource Generator: Resource generators provide information that you can use as inputs to actions such as recommendation guidance and field recommendations. The trained machine learning solution models configured in Predictive Intelligence or Task Intelligence for ITSM are used as solutions in the generator type to get the required recommendations for the incident forms in Service Operations Workspace.
        Note:
      • Create Action type: Configure the actions that an agent can perform for Recommended Actions guidance. Update the following:
        • Input: Select the input fields.
        • Output: Select the options to decide how the recommendations should look in the input fields.
        • Action: Select the actions that are presented to the agent to perform the guidance.
      Note:
      For more information, see Setting up Recommended Actions for ITSM.
    4. Get guidance-based or field-level recommendations for incident forms in Service Operations Workspace. For more information, see Recommended Actions for ITSM in Service Operations Workspace.