Servicenow, Inc.

Lingzhu Li

Abhay Narayan Kulkarni

Bruce Walthers

Manjeet Singh

Mukund Ramachandran

Matthew David Lloyd

Jeevan Anand Anne

Client instance data including a plurality of incidents and a plurality of knowledge elements comprising information relating to resolving one or more of the plurality of incidents is obtained. A validation set is built based on the obtained client instance data, the validation set including fingerprint data of plural fingerprints of known incident-knowledge relationships, each of fingerprint representing a link between one of the incidents and one of the knowledge elements used for resolving the incident. A knowledge element class is predicted from among plural knowledge element classes for each of knowledge element based on the built validation set, the plural knowledge element classes being defined based on respective threshold values indicating a quality of coverage provided by a knowledge element for resolving an incident. Classification data of the plural knowledge elements classified into the plural knowledge element classes is presented with the obtained client instance data.

Knowledge management using machine learning model trained on incident-knowledge relationship fingerprints

A system may include persistent storage containing representations of requests associated with a managed network. The persistent storage may include lists of capabilities associated with agents, and each request may include a textual description of a situation experienced by a user and a resolution of the situation by a particular agent. A computing device may obtain a set of requests from the persistent storage, apply an unsupervised machine learning clustering technique to textual descriptions included in the set of requests, and arrange the requests into groups such that each group contains requests including textual descriptions with at least a threshold degree of similarity to one another. The computing device may perform, for the requests in a particular group, a textual analysis on associated resolutions to identify capabilities used by agents to resolve the requests, and update the lists of capabilities to associate the capabilities with agents that used them.

Intelligent capability extraction and assignment

The present disclosure provides systems and methods for classifying incidents based on determining an odds ratio that represents a likelihood of an incident being related to the problem, classifying incidents based on determining a decision tree that forms branches based on whether a feature is present in the incident, and predicting whether a new incident is related to a problem. Features may be extracted from a set of incidents (e.g., that are reported over a certain time period) that include incidents related to a problem and incidents not related to the problem. The incidents related to the problem and a portion of the incidents not related to the problem may be used to train a logistic regression model or generate a decision tree. The trained logistic regression model may be used to determine the odds ratios or predict whether a new incident is related to a problem.

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Mountain View, CA, United States of America

Lingzhu Li