What is Predictive Intelligence (previously Agent Intelligence)?

Predictive Intelligence, previously referred to as Agent Intelligence, leverages machine learning techniques to enhance the efficiency and effectiveness of workflows within ServiceNow. The primary function of this technology is to automate and optimize various tasks like assigning, categorizing, and prioritizing work based on historical data and patterns. By analyzing past incidents and how they were resolved, predictive intelligence can make informed decisions that improve service delivery and response times.

This approach reduces the reliance on manual processes and minimizes errors that can occur in task allocation. It also ensures that the right resources are applied to the right tasks at the right time, based on predictive models, which significantly enhances overall operational efficiency. As such, the emphasis is on using advanced algorithms and data analysis rather than static rules or manual interventions, which is what sets predictive intelligence apart in the context of vulnerability response and service management.