Task Intelligence for ITSM release notes
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- UpdatedAug 1, 2024
- 3 minutes to read
- Xanadu
- Release Notes and Upgrades
The ServiceNow® Task Intelligence for ITSM application uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes. Task Intelligence for ITSM was enhanced and updated in the Xanadu release.
Task Intelligence for ITSM highlights for the Xanadu release
- Set up and configure a new training similarity model that identifies similarities between the fields of an incident table and a selected training table.
- Set up a similarity model using a similarity template card or the Incident Similarity model to provide recommendations for similar records on incident records and reduce handle time for agents.
- Set up the prediction preferences for a similarity model, train it with your data, and deploy the model to predict similar records.
- Track and monitor the performance of a deployed similarity model.
- Edit, train, and redeploy a similarity model based on the performance results.
- Manage how frequently the models are automatically retrained by setting the training frequency during model configuration.
- Staring in version 7.0.0, you can do the following:
- Specify the purpose of a similar prediction model and configure the prediction preferences.
- Set up and configure a new similarity model- Similar open Change Requests for Incidents to predict similar change requests based on the fields configured.
- Set up and configure a new similarity model Similar open Problems for Incidents to predict similar problems based on the fields configured.
- Choose the set of records used for training the similar incident model by selecting the conditions on the training tables and training fields for training the similarity models.
See Task Intelligence for ITSM for more information.
New in the Xanadu release
- Set up a similarity model
- Set up and configure a similarity model that learns the patterns of similarity between two types of tables by comparing their fields.
You can use the similarity template card to set up a new similarity model or select the Incident Similarity model available in the base system.
- Metrics of similarity model
- View the number of predictions made by a selected similarity model and the number of incidents records that provided predictions.
- Edit and redeploy the model
- You can edit, retrain, and redeploy a similarity model to enhance the performance based on the model performance and impact.
Changed in this release
- Classification model renaming
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The classification model available with the base system has been renamed from ITSM OOTB TI Solution to Incident Categorization.
- Monitoring and Analytics
- You can now view the number of records predicted by the similarity models in the Task intelligence analytics page.
- Updated Load Records icon
- Starting in version 7.0.0, you can now viw the updated Load Records icon on Train the model screen.
Activation information
Install Task Intelligence for ITSM by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.