Components installed with Task Intelligence for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Components installed with Task Intelligence for ITSM

    The Task Intelligence for ITSM application plugin (com.snc.itsmmltask) installs various components essential for managing and monitoring task intelligence within ServiceNow. This includes user roles, tables, and store applications that enhance incident management processes.

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    Key Features

    • Roles Installed:
      • Task Intelligence Admin: Full administrative rights to create, edit, and monitor Task Intelligence models.
      • Task Intelligence Analyst: Access to view and monitor Task Intelligence models via the Analytics dashboard.
    • Tables Installed:
      • Task Intelligence Admin Template: Stores default settings for model training and UI display.
      • Task Intelligence Admin Help: Contains help records for user guidance within the application.
      • Task Intelligence Admin Feature: Manages incident categorization and field detection.
      • Task Intelligence Admin Statistic: Groups statistic cards related to templates for UI presentation.
      • Task Intelligence Admin Model: Stores configurations of production and staging models for solutions.
      • Task Intelligence Admin Implementation Detail: Lists implementation options for business units based on chosen templates.
    • Store Applications Installed:
      • Advanced Recommended Actions for ITSM: Displays relevant actions for agents based on record context to assist in issue resolution.
      • Task Intelligence Admin Console: Facilitates the setup and management of incident prediction models for improved categorization.

    Key Outcomes

    By utilizing the components installed with the Task Intelligence for ITSM plugin, ServiceNow customers can effectively enhance their incident management processes, gain insights into task intelligence models, and streamline their workflows through advanced features and configurations tailored to their needs.

    Several types of components are installed with the activation of the Task Intelligence for ITSM application plugin (com.snc.itsm_ml_task), including tables, user roles, and ServiceNow store applications.

    Roles installed

    Role title [name] Description Contains roles

    Task Intelligence Admin

    [sn_itsm_ml_task.ti_admin]

    		 Admin user with rights to all actions in the application. Creates, edits, and monitors all Task Intelligence models.
    • sn_incident_read
    • sn_ti_admin.tia_admin
    Task Intelligence Analyst

    [sn_itsm_ml_task.ti_analyst]

    		 Views and monitors Task Intelligence models through the Analytics dashboard.
    • sn_incident_read
    • sn_ti_admin.tia_analyst

    Tables installed

    Table Description
    Task Intelligence Admin Template

    [sn_ti_admin_template]

    		 Contains template records, which are inserted by other applications, that specify the defaults for model training settings, implementation plans, and UI display information.
    Task Intelligence Admin Help

    [sn_ti_admin_help]

    		 Contains help records that are displayed in a collapsible panel inside the application. Contents are filtered by the chosen template and setup page.
    Task Intelligence Admin Feature

    [sn_ti_admin_feature]

    		 High-level business unit feature for incident categorization and incident field detection.
    Task Intelligence Admin Statistic

    [sn_ti_admin_statistic]

    		 Groups statistic cards to a template and UI page.
    Task Intelligence Admin Page

    [sn_ti_admin_page]

    		 Records of URL page fragments that are referenced in the help table.
    Task Intelligence Admin Statistic Card

    [sn_ti_admin_statistic_card]

    		 Stores the statistic card’s three-line scriptable content and its card description used in a card flip or tooltip.
    Task Intelligence Admin Solution

    [sn_ti_admin_solution]

    		 Stores how the state of each ML model set progresses for the solution types, such as incident categorization and classification.
    Task Intelligence Admin Model Prediction

    [sn_ti_admin_model_prediction]

    		 Stores the model test prediction for prebuilt models.
    Task Intelligence Admin Tag

    [sn_ti_admin_tag]

    		 Contains the tags provided by other business units and a created solution by an admin. Tags help business unit partners search the models.
    Task Intelligence Admin Implementation Detail

    [sn_ti_admin_implementation_detail]

    		 Contains implementation options specified by business units, which are listed as options for a chosen template. When an Admin Console user role chooses an implementation plan, the business unit decides how to display model results for end users.
    Task Intelligence Admin Model

    [sn_ti_admin_model]

    		 Stores the snapshot configuration view of the production and staging models for a solution.
    Task Intelligence Admin Context

    [sn_ti_admin_context]

    		 Contains context-specific data from monitoring graphs that show different model performance.
    Task Intelligence Admin Application Page

    [sn_ti_admin_application_page]

    		 Contains data related to the application page, fields, and forms.
    Task Intelligence Admin Landing Card

    [sn_ti_admin_landing_card]

    		 Contains data related to the information cards displayed on the landing page of Task Intelligence for ITSM.
    Task Intelligence Admin Landing Page

    [sn_ti_admin_landing_page]

    		 Contains information related to the landing page of the admin console.

    Store applications installed

    Store application Description
    Advanced Recommended actions for ITSM

    [com.snc.uib.sow_itsm_ra_advanced]

    		 Enables you to configure and display relevant actions to agents based on record context. Agents can follow the actions to help customers and resolve issues.
    Task Intelligence Admin Console

    [com.sn_ti_admin]

    		 Enables you to setup, manage, and monitor incident prediction models that help categorize incidents.