---
title: Machine learning solutions for IT Service Management
description: Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/machine-learning-itsm.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [IT Service Management]
---

# Machine learning solutions for IT Service Management

Machine learning in IT service management helps to enhance business scalability and improve business operations for organizations.

Organizations face challenges in deriving meaningful information and business insights from overwhelming volumes of data. Machine learning offers solutions that are trained on your instance's historical data, using your choice of algorithms. These solutions can be deployed in flows and scripts to automate categorization and assignment of tickets, for example.

-   **[Request Predictive Intelligence for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-pred-intelli-inc-mgmt.md)**  
Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin \(com.snc.incident.ml\_solution\) through the Now Support Service Catalog.
-   **[Request Predictive Intelligence for Major Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-pred-intelli-mim.md)**  
Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin \(com.snc.incident.mim.ml\_solution\) through the Now Support Service Catalog.
-   **[Predictive Intelligence for Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/predictive-intelligence-for-incident.md)**  
Use your instance records to build specific solutions for Incident Management.
-   **[Request Predictive Intelligence for Incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-predictive-intelligence-for-im.md)**  
To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin \(com.snc.incident.ml\) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.

**Parent Topic:**[IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/r_ITServiceManagement.md)

**Related topics**  


[Predictive Intelligence for Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/change-mgmt-intelligent-solutions.md)

[Task Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/task-intelligence.md)

[Task Intelligence for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/task-intelligence-for-itsm/c-itsm-task-intelligence.md)