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            Predictive Actions for IT Services

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            Predictive Actions for IT Services

            Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.
            • Set Up Predictive Actions for IT Services
              Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability.
            • Work with Predictive Actions for IT Services
              Use predictive models to automate risk management across the IT environment. Forecast SLA breaches, major incident escalations, change request failures, and configuration item criticality by using real-time data. Identify high-risk records, trigger proactive responses, and use data-driven scores to prioritize tasks and improve service stability.
             
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            Salesforce Help | Article