Training a Prediction Classifier

Sofi provides a default configuration for the following items, and can be extended to include additional items or custom items as required:

Classifiers with a type of Classification are used by SOFI to provide automated Classification of work records. This allows SOFI to determine the possible classification of work records.

The following Classifers are available OOTB for Classifications:

This is the standard classifier for Requests - allows SOFI to automatically classify ITSM Requests

This is the standard classifier for Incidents - allows SOFI to automatically classify ITSM Incidents

This is the standard classifier for Problems - allows SOFI to automatically classify ITSM Problems

This is the standard classifier for Changes - allows SOFI to automatically classify ITSM Changes

This is the standard classifier for Interactions - allows SOFI to automatically classify Enterprise Interactions

This is the standard classifier for HR cases - allows SOFI to automatically classify HR Cases

Action Classifiers allow SOFI to review and provide recommendations on the Intelligent Actions that have been historically used to resolve or diagnose issues.

The following Action Classifiers are available OOTB :

The following Action Classifiers are available for Enterprise licenced accounts:

Automated Resolution Classifiers allow SOFI to understand the possible resolution methods using historical context and data to provide recommendations on resolving work records.

The following Resolution Classifications are available OOTB :

The following Action Classifiers are available for Enterprise licenced accounts:

Before Sofi can be used we need train the models, this is done by navigating to the ServiceNow menu Intelligent Automation → Intelligent Predictions → Classifiers. Select the Incident Classifier and then click on the Train Classifier link at the bottom of the form.

The duration depends on a number of factors and can take between 20 minutes and a few hours. The Classifier provides a Status field indicating the current state allowing you to confirm when training is complete. Once completed, the Training End field will be populated. Note that during Training, the classifier will still make predictions however the results may be inconsistent.