Guidance based recommendations in Recommended Actions for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 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 Guidance based recommendations in Recommended Actions for ITSM

    The ITSM base system in the Zurich release includes a set of AI-powered guidance based recommendations designed to assist ServiceNow customers in efficiently managing incidents, problems, changes, and knowledge articles within the Service Operations Workspace. These recommendations leverage similarity and trend analyses to provide actionable suggestions that improve incident resolution, problem management, and knowledge base utilization.

    Show full answer Show less

    Key Features

    • AI Search Recommendation: Provides AI-driven recommendations across various record types including incidents, problems, changes, and requests.
    • Create Problem Record for Major Incident: Suggests creating a problem record when a major incident is detected.
    • Open Incidents and Problems (CI & Service Matching): Recommends related open incidents or problems based on matching Configuration Items or Services created recently, enabling linkage or parent-child relationships for better tracking.
    • Similarity-Based Recommendations: Offers related records such as similar incidents, resolved incidents, open problems, and knowledge base articles based on field or trend similarity to help quickly find relevant data or solutions.
    • Major Incident Proposals: Suggests proposing or linking incidents as major incidents based on trending similarities.
    • Resolution Reuse: Allows copying resolutions from similar resolved incidents to current incidents to accelerate incident resolution.
    • Known Error Articles: Recommends creating known error articles for high-impact problems to improve knowledge sharing and problem management.

    Practical Benefits for ServiceNow Customers

    • Enhances incident and problem management efficiency by providing relevant, context-sensitive recommendations.
    • Improves resolution times by suggesting reuse of resolutions from similar past incidents and linking related records.
    • Supports proactive major incident management through trend analysis and timely recommendations.
    • Facilitates knowledge management by recommending relevant KB articles and creation of known error articles for high-impact problems.
    • Enables better record associations (parent-child, linking) to maintain clear relationships and dependency tracking.

    Overall, these guidance based recommendations empower ServiceNow users to leverage AI insights and historical data to streamline IT service management processes, improve response accuracy, and enhance service quality.

    ITSM base system includes the following guidance based recommendations.

    Table 1. Guidance based recommendations description
    Recommendation Description
    AI Search Recommendation Returns AI-powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.
    Create Problem Record for a major incident

    Returns guidance-based recommendation.

    Select Create Problem action to create a problem record for major incident.

    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.

    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.
    Similar Incidents (TI) Returns guidance-based recommendations. The records with similar fields appear.
    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.

    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 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 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.

    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.
    Create known error article for high impact Problem Returns guidance based recommendation for a high-impact problem.

    Select Create article to create a known error article for a high-impact problem.