Resource generators in Recommended Actions for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Resource generators in Recommended Actions for ITSM

    In the IT Service Management (ITSM) base system for the Zurich release, resource generators play a key role in providing automated recommendations to improve incident handling efficiency. These resource generators analyze various incident attributes and historical data to suggest relevant information that can be linked or applied to the current incident.

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    Key Features

    • Assignment Group and Service Predictions: Resource generators use classification models to predict and recommend values for the Assignment group, Configuration item, and Service fields in the current incident.
    • Incident Field Value Predictions: Using Text Intelligence (TI), predictions are made for multiple fields including Assignment group, Configuration item, and Service to streamline incident categorization.
    • Linking Related Problems and Incidents: Several generators identify open or resolved Problems (PRBs) and Incidents sharing the same Configuration item and Service, allowing quick linkage and reuse of resolutions.
    • Major Incident Identification: Trend-based generators propose incidents that may qualify as major incidents and recommend similar major incidents for linking.
    • Knowledge Base Article Recommendations: Similarity-based generators suggest relevant KB articles to attach to the incident, enhancing resolution accuracy.
    • AI-Powered Search Results: An AI Search resource generator provides intelligent search-based recommendations relevant to the incident context.
    • Similarity and TI-Based Incident Matching: Multiple generators use similarity metrics and TI to find similar open or resolved incidents, supporting faster resolution through reuse of prior solutions.

    Practical Benefits for ServiceNow Customers

    • Automate and enhance incident classification and assignment through predictive recommendations, reducing manual effort and errors.
    • Quickly identify and link related problems and incidents, improving context and speeding up incident resolution.
    • Leverage AI and similarity analysis to surface relevant knowledge articles and prior incident resolutions, enhancing service quality.
    • Support proactive major incident management by identifying trends and suggesting incidents that may require elevated attention.

    ITSM base system includes the following resource generators.

    Table 1. Resource generator description
    Resource Generator Description
    Assignment group using Classification The recommendation- Assignment group (Classification),uses this resource generator to return field predictions in the Assignment group field of the current incident.
    Configuration item using Classification The recommendation- Configuration item (Classification), uses this resource generator to return field predictions in the configuration item field of the current incident.
    Incident Fields predictions TI The recommendation- Incident Fields value prediction (TI), uses this resource generator to return field predictions in the Assignment group, configuration item, and service fields of the current incident.
    Open PRBs using CI & Service The recommendation- Open PRBs (CI & service), uses this resource generator to return problems with same CI & Service, which can be linked to current incident.
    Propose major incident using trend The recommendation- Propose Major Incident (Trend),uses this resource generator to return incidents which can be proposed as a major incident.
    Resolved Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return resolved incidents with same CI & Service, whose resolution can be linked to current incident.
    Service using Classification The recommendation- Service (Classification), uses this resource generator to return field predictions in the Service field of the current incident.
    Similar KBs using similarity The recommendation- Similar KB Articles (Similarity), uses this resource generator to return KB articles as recommendations which can be attached to the current incident.
    Similar major incident using trends The recommendation- Similar Major Incident (Trend), uses this resource generator to return major incidents which can be linked to the current incident.
    Similar open incidents using similarity The recommendation- Similar Open Incidents (Similarity), uses this resource generator to return open incidents which can be linked to the current incident.
    Similar Open Incidents with same CI & Service The recommendation- Similar Resolved incidents (CI & Service), uses this resource generator to return open incidents with same CI & Service.
    Similar PRBs using similarity The recommendation- Similar Open PRBs (Similarity), uses this resource generator to return problems which can be linked to the current incident.
    AI Search Resource Generator The recommendation- AI Search, uses this resource generator to return AI-powered search results as recommendations.

    Similar incidents using TI similarity

    The recommendation- Similar Incidents (TI), uses this resource generator to return similar records for incidents.
    Similar resolved incidents using similarity The recommendation- Similar Resolved Incidents (Similarity), uses this resource generator to return resolved incidents whose resolution can be copied to the current incident.