Managing Task Intelligence for ITSM models

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Managing Task Intelligence for ITSM models

    Task Intelligence for ITSM leverages machine learning to provide predictive field-level recommendations and identify similar records on IT service incidents. These actionable insights appear in a side panel within incident records, enhancing incident management efficiency.

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    Managing Task Intelligence for ITSM models involves creating, editing, exporting, and deploying prediction models that improve incident handling by anticipating categorization and linking related records.

    Key Features

    • Prediction Models: Various model types serve different use cases:
      • Incident Categorization: Predicts fields for new IT service incidents.
      • Similar Incidents: Detects incidents with similar attributes for improved correlation.
      • Major Incident Recommendation: Suggests linking current incidents to active major incidents and recommends major incident proposals.
      • Similar Open Change Requests for Incident: Identifies change requests related to incidents by comparing incident and change request fields.
      • Similar Open Problems for Incident: Finds problems related to incidents by comparing incident and problem fields.
    • Model Lifecycle Management:
      • Create a Model: Set up using templates, define training and prediction tables, train with your data, assess model performance, and deploy to incident forms.
      • Edit a Model: Modify configurations, retrain, reassess, and redeploy existing models to refine predictions.
      • Export a Model: Transfer models between ServiceNow instances to reuse without recreating from scratch.

    Practical Benefits for ServiceNow Customers

    • Automates incident categorization and recommendation processes, reducing manual effort and improving accuracy.
    • Enhances incident resolution by linking similar incidents, major incidents, change requests, and problems, facilitating faster root cause analysis and remediation.
    • Allows customized model training and tuning to fit specific organizational data and requirements.
    • Supports portability of predictive models across instances, simplifying deployment in multiple environments.

    Use the machine learning capabilities of Task Intelligence for ITSM to predict field level recommendations and similar records on the incidents which appear as actionable recommendations in the side panel.

    Managing Task Intelligence for ITSM involves the following tasks.

    Creating a prediction model

    You can create and deploy solution-based prediction models to predict incidents fields and actionable real-time recommendations based on the similarities between two types of tables by comparing their fields for IT service incidents.

    Task Intelligence for ITSM provides the following types of prediction models:
    • Incident Categorization: This model predicts incidents fields for new IT service incidents.
    • Similar Incidents: The model looks at the prediction fields of a prediction table and the training fields of a training table. It uses the similarities in these fields to predict similar records for incidents.
    • Major Incident Recommendation: The model recommends similar active major incidents which the current incident can be linked to, and recommends you propose similar incidents as a major incident.
    • Similar open Change Requests for Incident: The model looks at the incident fields of an incident table and the change request fields of a change request table. It uses the similarities in these fields to predict similar change requests for incidents.
    • Similar open Problems for Incident: The model looks at the incident fields of an incident table and the problem fields of a problem table. It uses the similarities in these fields to predict similar problems for incidents.
    Creating a model involves the following steps:
    • Set up a model: Set up a prediction model using a template available in the base system.
    • Define a model: Specify the purpose of the model by selecting the training table and prediction table which will be used for training the model further.
    • Train a model: Train a model to make predictions using your data.
    • Assess your model: Assess the results from the model training, view sample results for the predictions, and select the prediction preferences and behavior for your model.
    • Deploy your model: Deploy your model to predict incident fields on incident forms.

    Editing a prediction model

    Edit a prediction model that has already been trained and deployed. Change the model configurations, view the updated training results, and redeploy the model.

    Exporting a prediction model

    Export a 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.