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            Work with Predictive Actions for IT Services

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            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.

            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.
            • Monitor SLA Breach Prediction Card
              Forecast SLA breach probabilities by using machine learning and real-time data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize urgent tasks, manage critical issues, and improve service reliability.
            • Monitor Major Incident Prediction Card
              Forecast whether an incident is likely to escalate to a major incident by using machine learning to analyze real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
            • Monitor Change Risk Prediction Card
              Forecast the risk of a change request failing by using machine learning to generate a score from 0 through 100. Use these data-driven scores to replace subjective assessments with a consistent process that improves IT stability.
            • Monitor Configuration Item Criticality Prediction Card
              Forecast configuration item (CI) business criticality by using machine learning, CMDB dependency, and incident data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize incidents, improve change risk decisions, and focus resources on the most business-critical assets.
             
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            Salesforce Help | Article