The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.

Configure and train the machine-learning algorithm to make predictions based on your past record data.

You can suggest and predict the change’s overall success by delivering enhanced risk assessment and suggesting standard change templates to create a change.

Screenshot: A Clustering Definition for Standard Change Template Candidates using Predictive Intelligence

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From the end user's perspective, products and services in the service catalogue are organised by categories and subcategories.

Categories and subcategories organise service catalogue items into logical groups.

Administrators and catalogue administrators can create and configure categories and subcategories, defining their characteristics and adding content such as catalogue items.

Screenshot: Catalogue items from the Hardware category and Mobiles subcategory

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You can delete the problem if you no longer need the information. This action deletes the problem both from the ServiceNow database and from the Problem table.

The Problem Admin [problem_admin] role is responsible for the overall problem management process as well as deleting problems and problem tasks.

Table: Different Problem roles and their access

Screenshot: A problem admin is deleting a problem record

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The ServiceNow AI Search application provides a modern consumer-grade search engine for ServiceNow Service Portal, Now Mobile, and Virtual Agent.

Intelligent query features enable users to find the answers they need quickly.

The ‘AI Search’ search engine in the Now Mobile platform enables users to find answers to issues and then proceed quickly with their tasks.

You can retrieve more relevant knowledge articles in search results and have a better user experience using features available with the ServiceNow AI Search application in the Now Mobile app.

The mobile platform supports two search engines within applet launchers:

AI Search and Zing.

• AI Search uses user data sources (people), catalogue items (services), and knowledge articles.
• The Zing search engine uses additional data sources not associated with AI Search, for example, user tasks and requests.

Screenshot: AI Search results from the knowledge category

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You can identify the root cause of the problem to analyse, track, and resolve recurring incidents permanently.

Here are the steps to take during the 'Perform Root Cause Analysis' stage in the problem management lifecycle:

• Validate and confirm the problem,
• Receive and assign tasks,
• Create root cause analysis task and general task(s) as needed,
• Update problem with analysis findings, and
• Create known error knowledge article(s).

Screenshot: Example of a problem in the 'Root Cause Analysis' state

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You can create a dynamic MRVS form by accessing all data in the catalogue item form that includes the following:

• Other rows of that MRVS
• Other variables outside of that MRVS on the catalogue item form

The g_service_catalog API enables you to access data in a multi-row variable set when a model is open.

This API is available in all environments, such as Service Portal, Now Platform, Workspace, and Now Mobile.

You cannot access the variables from the other multi-row variable sets or the other catalogue item forms using this multi-row variable set.

Code Example: Hiding the ipv6_address field on the MRVS if the address_type field on the catalogue item form is set to IPV4

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If you cancel an incident and the major incident state is in a Proposed or Accepted state, both the incident state and the major incident state change to Canceled.

Notes:

• The incident auto-closure property does not close any incident record accepted as a major incident.
• Users with the major_incident_manager or admin role must close a major incident manually after validating the resolution and when the major incident is in the Resolved state.
• If an incident was promoted as a major incident, then an ESS user cannot resolve, close, or reopen the incident.

Screenshot: Cancelling an incident moved the major incident state to 'Canceled'

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SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.

On the SLA definition, you can specify up to six conditions that are evaluated each time a task record is created or updated. For example, for an SLA to attach to a task, the start conditions must match and stop conditions must not match.

Pause conditions enable you to define the conditions under which the SLA will suspend increasing elapsed time.

An Incident Resolution SLA is paused if the Incident is set to On Hold or Resolved.

The Resolution SLA is completed when the Incident is Closed or Canceled.

Screenshot 1: An on-hold incident with a paused SLA

Screenshot 2: Example of a paused SLA

Screenshot 3: Pause conditions on an incident SLA definition

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During the Creation and Scope stage, you create a new change record, define scope, schedule, and change implementation plan, check for conflicts, perform a risk assessment, evaluate the risk, and assign it to the group or individual.

Within the change form, you complete all relevant information about the change request. You also describe the issue, assess the resulting impact and risk, and enter information about the schedule, planning, and conflicts.

Once all the relevant fields are complete with the information available, you can assign the change to a group and submit it for review or approval.

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The credit card information and the shipping information are associated with the service catalogue request.

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