Predictive intelligence in ServiceNow®
Predictive intelligence in ServiceNow® employs machine learning to categorize and route incidents automatically. By analyzing historical incident data, the system identifies patterns and correlations that would be impossible for a human to spot in a reasonable timeframe. This allows for the automated categorization of incidents into groups such as ‘hardware,’ ‘software,’ ‘network,’ and ‘database,’ enhancing the efficiency of the incident management process.
Our Process
The landscape of ServiceNow® is rapidly transforming, thanks to the integration of artificial intelligence (AI) and machine learning (ML). ServiceNow® is at the forefront of this innovation with its predictive intelligence capabilities. These technologies are not just streamlining processes but also providing precision in incident categorization that was once unattainable.
Visualizing use case success
The solution statistics and solution visualization components in ServiceNow® provide a clear representation of the efficacy of these machine learning solutions. As shown in this use case where incidents are categorized using short description field, the estimated solution precision and estimated solution recall metrics exhibit high levels of accuracy. For instance, the categorization precision for ‘hardware’ incidents stands at 99.46%, with a recall of 98.93%. This level of detail not only underscores the system’s reliability but also the immense potential for continued optimization.
A compelling example of machine learning’s practical application within ServiceNow® is its integration into UI actions, where predictive models are employed to anticipate user needs. For instance, consider a UI action that pre-populates fields based on historical data trends and user behaviour. When an IT professional begins logging a new incident, the ML model can predict and fill in the ‘category’ or ‘subcategory’ fields, based on the text entered in the ‘short description’. This not only saves time but also ensures consistency in incident categorization. By minimizing manual input, this intelligent prediction facilitates a more efficient and user-friendly experience. It allows IT teams to respond more swiftly to incidents, ensuring that no time is lost in administrative procedures, which ultimately contributes to a faster resolution time and a better service level performance.
- Accelerate innovation.
- With world-class tech teams.
- Our all service offerings to enhance.
- Accelerate innovation.
- With world-class tech teams.
- Our all service offerings to enhance.
Category
Data Security
Client
eCoshop Club
Industry
Retail, eCommerce
Stack
Android, Realm, Dagger 2, RxJava
Conclusion
Looking ahead
The application of machine learning in ServiceNow® is a dynamic and evolving field. As ServiceNow® continues to refine its predictive intelligence capabilities, we can expect even greater advancements in how incidents are handled. This includes not only categorization but also predictive analytics for incident prevention, personalized service delivery, and proactive problem management.
Solution statistics in ServiceNow®
Performance of ServiceNow®’s machine learning model
Enhancing incident management
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