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Predictive Intelligence

Why this is important

Machine learning (ML) holds significant promise for IT service management, particularly for incident categorization and routing. Learn how to use Predictive Intelligence to improve incident categorization and routing, demystify machine learning and get your service desk team in the comfort zone, create pilots, and then refine and scale your use of Predictive Intelligence for better incident management.

Steps covered

1. Educate your IT service management organization
2. Develop a pilot to demonstrate Predictive Intelligence’s capabilities
3. Build the data you need to scale

Key takeaways

The most important things to know

  • Educate your teams on machine learning, both as a means to “demystify” the concept and spur innovative thinking.
  • Collaborate with your teams to take advantage of this thinking, and develop smart pilots focused on improving the performance of the incident management process (rather than simply deploying a capability).

The payoff of getting this right

By using Predictive Intelligence effectively, you can significantly improve the accuracy and speed of incident categorization, improving your mean time to resolve incidents.

What you need to get started

Access to and a general understanding of Predictive Intelligence

When you should start this activity

As you begin to consider deploying Predictive Intelligence

More resources to check out

Success Playbook

Make machine learning simple with Predictive Intelligence

Learn how to use the machine learning capabilities in ServiceNow Predictive Intelligence to improve incident categorization and routing.

Success Workbook

Predictive Intelligence readiness

Make sure you're prepared for your Predictive Intelligence implementation.

Success Insight

Tuning Predictive Intelligence solutions: classification

Determine if your classification model needs tuning and learn how to tune your model.

Success Quick Answer

How do I get started with Predictive Intelligence?

Learn how you can use Predictive Intelligence to operationalize machine learning across your ServiceNow applications.

Success Checklist

Implementation readiness checklist: Virtual Agent

Make sure you're prepared for your Virtual Agent implementation.

Success Insight

Prepare to pilot and scale Virtual Agent

Learn how to get started with Virtual Agent to augment humans and machines with intelligent automation.

Success Video

Prepare to pilot and scale Virtual Agent

Watch our seven-minute video about virtual agents and how to pilot one at your organization.

Executive Briefing Deck

Prepare to pilot and scale Virtual Agent

Get a quick overview of virtual agents and how to pilot one at your organization.

Success Map

ITSM Intelligent Automation

See our resources to help you implement, maintain, and get maximum value from ITSM Pro applications.

On-demand Webinar

Virtual Agent Implementation Readiness

Learn how to prepare for your ServiceNow Virtual Agent implementation and drive value.