The Intelligent Problem Management (IPM) Skill Kit plugin leverages AI to enhance problem management processes, including identifying related problems and performing root cause analysis. Key features include checking the problem database, generating new problems, checking for Knowledge Base articles, finding similar incidents, and performing root cause analysis, all with the help of AI.
The business challenge addressed by the Intelligent Problem Management Skill Kit plugin is to enhance the problem management processes within organizations. The plugin uses AI to identify related problems, generate new problems, and perform root cause analysis, thereby optimizing problem management strategies and reducing the problem resolution SLA’s.
Intelligent Problem Management Skill: Check the Problem Database with AI
This feature allows the system to check if there are problems related to an incident in the database. By leveraging AI, it can quickly identify and link related problems, which helps in understanding the broader impact and finding quicker resolutions.
Intelligent Problem Management Skill: Generate a new Problem with AI
When creating a new problem based on an incident, this feature uses AI to populate the fields on the problem record with meaningful content. This ensures that the problem record is comprehensive and accurate, facilitating better tracking and resolution.
Intelligent Problem Management Skill: Check for a Knowledge Base Article related to a problem with AI
This feature reviews the Knowledge Base for relevant articles related to a problem and recommends actions to take, such as creating or updating an article. This helps in leveraging existing knowledge to resolve problems more efficiently.
Intelligent Problem Management Skill: Check for similar incidents related to a Problem with AI
AI is used to identify incidents that are not associated with a problem but have similar symptoms or root causes. These incidents can then be linked to the problem, providing a more comprehensive view and aiding in root cause analysis.
Intelligent Problem Management Skill: Perform a root cause analysis based on incidents related to a Problem with AI
This feature uses AI to perform root cause analysis on a problem by analyzing associated incidents. It employs methodologies like the 5-why analysis to document the root cause in the problem record, which helps in preventing future occurrences.
N/A - Initial Release
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Xanadu Release Patch 4 or Later
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NowAssist for ITSM 6.0.5
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Skill Kit V.2.0.0 [sn_skill_builder]