Recommended Actions for ITSM overview

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Recommended Actions for ITSM overview

    The Recommended Actions for IT Service Management (ITSM) enhances the Service Operations Workspace by providing agents with actionable suggestions based on specific record contexts, helping them manage incidents effectively. The base system includes predefined contexts, rules, recommendations, and resource generators that streamline incident resolution processes.

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    Key Features

    • Contexts: Define specific scenarios for agents to receive tailored recommendations. The default context is for incidents.
    • Rules: Conditions that trigger recommendations for agents with certain roles. Default rules include Active incident, Active non-child non-MI Incident.
    • Recommendations: Suggestions for actions based on the context, including guidance-based and field-level recommendations. Notably, guidance-based recommendations highlight trends and similarities in incidents.
    • Resource Generators: Tools that assist in generating necessary resources for incident management, such as assignment groups and configuration items.
    • Guidances: Useful links and actions such as linking incidents or problems, copying resolutions, and proposing major incidents.

    Key Outcomes

    By utilizing the Recommended Actions for ITSM, ServiceNow customers can expect improved incident handling efficiency, quicker resolution times, and enhanced decision-making support for agents. The ability to create and customize contexts, rules, recommendations, and resource generators allows organizations to tailor the system to their specific needs, ultimately leading to better service delivery and user satisfaction.

    IT Service Management (ITSM) includes the following base system components used to configure Recommended Actions for incidents in Service Operations Workspace.

    Contexts in Recommended Actions for ITSM

     A context enables agents to see recommendations for a specific type of record when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.  For more information, see Contexts in Recommended Actions.

    The ITSM base system ships with Incident-context. For more information about the field description of this context, see Contexts in Recommended Actions for ITSM.

    Note:
    To create a context, see Create a context in Recommended Actions.

    Rules in Recommended Actions for ITSM

    A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions. For more information, see Rules in Recommended Actions.

    The ITSM base system includes the following rules:
    • Active incident
    • Active non-child non-MI Incident

    For more information about the field descriptions of these rules, see Rules in Recommended Actions for ITSM.

    Note:
    To create a rule, see Create a rule in Recommended Actions.

    Recommendations in Recommended Actions for ITSM

    A recommendation is a way to suggest a helpful action to an agent. A recommendation includes the action and any relevant resources and inputs. For more information, see Recommendations in Recommended Actions.

    For more information about recommendation types, see Recommendations in Recommended Actions.
    Note:
    To create a recommendation, see Create a recommendation in Recommended Actions.

    The ITSM base system includes Guidance-based recommendations and Field-level recommendation types.

    Guidance-based recommendations

    The ITSM base system includes these guidance-based recommendations:

    • Propose Major Incident (Trend)
    • Similar KB Articles (Similarity)
    • Similar Major Incident (Trend)
    • Similar Open Incidents (Similarity)
    • Similar Open PRBs (Similarity)
    • Similar Resolved Incidents (Similarity)
    • Open PRBs (CI & service)
    • Open incidents (CI & Service)
    • Similar Resolved incidents (CI & Service)
    • Similar Resolved incidents (CI & Service)

    For more information about the field descriptions of the guidance-based recommendations, see Guidance based recommendations in Recommended Actions for ITSM.

    Field-level recommendations

    The ITSM base system includes the following field-level recommendations:

    • Predictive Intelligence -based recommendations:
      • Assignment Group (Classification)
      • Configuration Item (Classification)
      • Service (Classification)
    • Task Intelligence for ITSM -based recommendation: Incident Fields value prediction (TI)
      Note:
      All Predictive Intelligence -based recommendations included in the ITSM base system are inactive by default. To activate them, navigate to the Recommendations screen, edit the corresponding Active column to the required recommendation of true, and select Update.

    For more information about the field-level recommendations field descriptions, see Field level recommendations in Recommended Actions for ITSM.

    Note:
    To create a guidance and field recommendations, see Creating guidance and field recommendation in Recommended Actions.

    Resource generators in Recommended Actions for ITSM

    The ITSM base system includes the following resource generators:

    • Assignment group using Classification.
    • Configuration item using Classification
    • Incident Fields predictions TI
    • Similar Open Incidents with same CI & Service
    • Open PRBs using CI & Service
    • Propose major incident using trend
    • Service using Classification
    • Similar KBs using similarity
    • Similar major incident using trend
    • Similar open incidents using Similarity
    • Similar PRBs using similarity
    • Resolved Incidents with same CI & Service
    • Similar resolved incidents using similarity.

    For more information about the field descriptions of resource generators, see Resource generators in Recommended Actions for ITSM.

    For more information about the types of resource generator, see Resource generators in Recommended Actions.

    Note:
    To create a resource generator, see Create a resource generator in Recommended Actions.

    Guidances

    The ITSM base system includes the following guidance:

    • Link open incident
    • Link open problem
    • Link to major incident
    • Attach KB
    • Copy resolution
    • Propose Major Incident
    • [Non-ML] Copy Resolution
    • [Non-ML] Link open incident
    • [Non-ML] Link open problem

    For more information about the field descriptions of the guidance, see Guidances in Recommended Actions for ITSM.

    Note:
    To create guidance, see Create a guidance in Recommended Actions.