Guidance based recommendations in Recommended Actions for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Guidance based recommendations in Recommended Actions for ITSM

    The ITSM base system provides guidance-based recommendations to enhance incident management by linking related incidents, problems, and knowledge base articles. These recommendations help streamline the incident resolution process and improve overall efficiency.

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    Key Features

    • Open PRBs (CI & Service): Returns up to five recent problems related to the current incident. Use the "Link to Problem" action to associate the incident with a recommended problem.
    • Open Incidents (CI & Service): Provides up to five open incidents from the last six months that match the current incident. Use the "Make parent" action to establish a parent-child relationship.
    • Similar Resolved Incidents (CI & Service): Identifies up to five resolved incidents from the last six months. Use the "Copy resolution" action to adopt the resolution from the recommended incident.
    • Propose Major Incident (Trend): Suggests incidents based on trends. Use "Propose as Major Incident" to escalate the incident.
    • Similar KB Articles (Similarity): Recommends knowledge base articles based on similarity. Use "Attach KB" to link relevant articles to the current incident.
    • Similar Major Incidents (Trend): Returns major incidents based on similarity trends. Use "Link Major incident as Parent" to connect the current incident with the recommended major incident.
    • Similar Open Incidents (Similarity): Provides open incidents based on similarity. Use "Link as parent incident" to create a parent-child relationship.
    • Similar Open PRBs (Similarity): Identifies open problems based on similarity. Use "Link Problem as Parent" to associate the current incident with the recommended open problem.
    • Similar Resolved Incidents (Similarity): Suggests resolved incidents based on similarity. Use "Copy resolution" to integrate the resolution from the recommended incidents.

    Key Outcomes

    By utilizing these recommendations, ServiceNow customers can enhance their incident management workflow, reduce resolution time, and improve service delivery. The integration of similar incidents, problems, and knowledge articles ensures that teams can leverage existing knowledge and avoid redundant efforts, ultimately leading to better incident resolution outcomes.

    ITSM base system includes the following guidance based recommendations.

    Recommendation Description
    Open PRBs (CI & service)

    Returns guidance-based recommendations. The problems which have matching Configuration item or Service with the current incident record and which were created within last seven days appear. Atmost five recommendations for such type for an incident appear.

    Select Link to Problem action- to associate the incident with the recommended problem.
    Open incidents (CI & Service)

    Returns guidance-based recommendations. The open incidents which have matching Configuration item or Service with the current incident record and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Make parent action to make the incident as the parent to the recommended incident.
    Similar Resolved incidents (CI & Service)

    Returns guidance-based recommendations. The resolved incidents which have matching Configuration item or Service with the current incident and which were created within the last six months appear. Atmost five recommendations for such type for an incident appear.

    Select Copy resolution action- to copy the resolution and associate the incident with the recommended resolved incident.
    Propose Major Incident (Trend)

    Returns guidance-based recommendations. Based on the similarity with Trend, this returns incidents as recommendations.

    Select Propose as Major Incident to propose the incident as major incident.
    Similar KB Articles (Similarity)

    Returns guidance-based recommendations. Based on the similarity , this returns KB articles as recommendations.

    Select Attach KB to attach the KB article to the current incident.
    Similar Major Incident (Trend)

    Returns guidance-based recommendations. Based on the similarity with Trend, this returns major incidents as recommendations.

    Select Link Major incident as Parent to link the recommended major incident to the current incident.

    The current incident becomes child of the recommended major incident.
    Similar Open Incidents (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns open incidents.

    Select Link as parent incident to link the recommended incident to current incident.

    The current incident becomes child of the recommended open incident.
    Similar Open PRBs (Similarity)

    Returns guidance-based recommendations. Based on the similarity model, this returns open problems.

    Select Link Problem as Parent to link the current incident to the recommended open problem.

    The current incident has a problem field, which gets linked to the recommended problem.
    Similar Resolved Incidents (Similarity)

    Returns guidance-based recommendations. Based on the similarity, this returns resolved incidents.

    Select Copy resolution to copy the resolution of the resolved recommended incidents to the current incident.