ESD-Predictive Intelligence
Description
Predictive Intelligence, part of the ServiceNow platform, uses artificial intelligence and machine learning to improve the work experience. You can create and train models on the platform and integrate with other ServiceNow products and applications. Specific use cases include identification of Major Incidents more quickly and more accurate routing of tickets. This use case allows earlier detection of major incidents (MTTR).
Detailed example
Dashboard highlighting major incidents as they develop where OIT professionals from Major Incident Management and other OIT stakeholders can review the data for more immediate awareness and informed decision-making.
AI / analytics pattern
Classical/Predictive Machine Learning: Models trained on data to make predictions or classifications based on identified patterns or relationships.
Automation level / stage
a) Pre-deployment – The use case is in a development or acquisition status.
Expected benefit
Earlier detection of major incidents (MTTR). This capability can help with reducing Mean-Time to Restoral and improve IT Operational capabilities.
Controls / human review
ATO: Not reported; PIA: Not published