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Intelligent Incidents

Use machine learning to produce more accurate incidents and reduce mean time to resolution. Save time by routing work to the right team at the right time.


Add intelligence to your incident management process

Unfortunately, incidents are often recorded incorrectly. Incorrect assignment, categorization, and prioritization lead to extended resolution times and unhappy customers. Perspectium Intelligent Incidents can make mistakes a thing of the past by leveraging your past incident data to train a machine learning model that will make real-time suggestions for assignment, category, subcategory, impact, urgency, close code, and more. 

Add Perspectium ServiceBond to the mix, and now you can automatically route work to the right application, based on the assignment suggested by the machine learning model. 


Intelligent Incidents provides a preconfigured way to leverage historical incident management data to drive more accurate new incident submissions as well as reducing mean time to resolution. We do this with AWS Machine Learning - allowing you to select the path of least resistance that previously worked. After implementing Intelligent Incidents, you have more accurately defined incidents in ServiceNow; your support team will be trained; and the right incident will be routed to the right team at the right time ... with all the right information.

Rapidly train the ML model and then keep it up to date

Replicate millions of incidents to S3 to train your model - without performance impact

Native understanding of application data schemas

Including attachments, journal fields, hierarchical tables, and reference fields

Security and privacy right out of the box

All data resides in your own AWS environment, so you have complete control

Don't worry about application compatibility - that's our job

Your incident management processes will run smoothly, even when you upgrade tools!

Ridiculously high scalability without performance drag

Some Perspectium customers sync tens of millions of transactions every day ... each!

Be sure that your data gets to where you need it to be

High availability - even if temporary power and network outages get in the way

How Can Service Intelligence Help Your Business?

In this short video, David Loo explains how Perspectium and AWS work together to create Service Intelligence and extend your service management processes on-demand.

Then, Joseph McKittrick provides a demonstration of On-demand Intelligent Incidents - including automatic routing of incidents from ServiceNow to Jira.