Exploring Task Intelligence for ITSM

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

    Task Intelligence for ITSM allows for the setup and deployment of machine learning models to predict and recommend incident field information. This functionality helps categorize incidents within applications like Service Operations Workspace, enabling agents to concentrate on resolving incidents rather than entering field data, ultimately reducing the mean time to resolve (MTTR).

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    Key Features

    • Model Setup and Configuration: Admins can create and configure incident prediction models using a no-code interface in the Admin Console.
    • Training and Deployment: Models are trained with historical data to enhance prediction accuracy and can be deployed to automate incident categorization.
    • Monitoring and Editing: Continuous performance monitoring allows for model adjustments based on analytical results to improve effectiveness.
    • Compatibility: Supports Utah patch 5 and later releases for seamless integration.

    Key Outcomes

    • Faster Issue Resolution: Agents can resolve issues more quickly, leading to improved service experiences.
    • Reduced Error Rates: Fewer manual entries decrease the likelihood of errors, driving down operational costs.
    • Enhanced Productivity: Agents can focus on high-value tasks, improving overall efficiency in incident management.
    • Export Capabilities: Models can be exported to other instances, eliminating the need to recreate models from scratch.

    With Task Intelligence for ITSM, you can set up and deploy machine learning solution models to predict and recommend incident field information.

    Task Intelligence for ITSM overview

    Task Intelligence for ITSM enables you to create, configure, and deploy solution models to predict incident fields information. Predicting incident field information helps to categorize incidents in applications such as Service Operations Workspace.

    The incident prediction models enable the agents to focus more on incident resolution and spend less filling in the field information. These models can help lower the meantime to resolve (MTTR) of tasks. You can also track and monitor how the solution models are performing and modify the parameters of the model accordingly.

    Task Intelligence for ITSM enables the agents to do the following:
    • Solve issues faster for better service and experiences
    • Focus  on  meaningful, high-value work
    • Reduce  error  rates  and  drive down costs
    • Improve time to value with intuitive experiences

    The Admin Console for Task Intelligence for ITSM provides the admin a no-code experience for deploying Task Intelligence solution models. Using machine-learning models, the application enables you to automate and optimize incident prediction and incident categorizations. The models use statistics to predict future data by training with your past data.

    Task Intelligence for ITSM supports Utah patch 5 and later releases.

    Task Intelligence for ITSM workflow

    The workflow for Task Intelligence for ITSM includes the following:
    1. Task Intelligence for ITSM: Use this application to set up and configure an incident prediction model to predict and recommend incident fields on the incident form. To configure and use a model, you must do the following:
      1. Set up an incident prediction model: Set up a model using the default template available with the base system.
      2. Train your model: Train the model with your data.
      3. Set your preferences: Set the prediction preferences and behavior for the model.
      4. Deploy the model: Deploy the model to predict incident field information.
      5. Monitor and analysis: Monitor how the model is performing and analyze the performance result data.
      6. Edit your model: Based on the analysis of the performance results, edit your model and deploy it again.
    2. Go to the Advanced Recommended actions for ITSM application configuration to configure where, how, and when the model must be implemented in the Service Operations Workspace application. For more information, see Recommended Actions for ITSM in Service Operations Workspace.
    3. Get incident predictions and recommendations in the incident form of Service Operations Workspace.

    Task Intelligence for ITSM benefits

    Task Intelligence for ITSM provides the following benefits:
    Benefit Feature User
    Create and deploy solution-based incident prediction models to predict incidents fields for new IT service incidents. This helps in incident categorization Create an incident prediction model in Task Intelligence for ITSM Administrator
    Export an incident prediction model in Task Intelligence for ITSM to another instance so you can use the model in the other instance without recreating the model from scratch. Export an incident prediction model Administrator
    Monitor the performance results of the model. Monitoring and Analytics for Task Intelligence for ITSM Analyst
    Edit the incident prediction model based on the performance results and deploy again. Edit an incident prediction model in Task Intelligence for ITSM Administrator