Predictive Intelligence for Change Management
concept australia Updated Sep 10, 2026 3 min read change-mgmt-intelligent-solutions.md
The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change.
Predictive Intelligence for Change Management delivers the following benefits:
- Enhanced change risk calculation using machine-learning algorithms to assess change risk.
- Uses Predictive Intelligence clustering capability to identify and suggest Standard Change templates to create a change.
Confirm that you have the admin role to configure the intelligent solution definitions and system properties. Users with itil or sn_change_write role view the resulting risk predictions and standard change suggestions on the change request. For the full list of roles installed with Change Management, see Components installed with ITSM Roles - Change Management.
Roles and access for intelligent solutions
Access to the Predictive Intelligence for Change Management capability depends on the action you perform:
- Configure solution definitions and system properties: you must have admin privileges. For the configurable properties, see Intelligent solutions system properties. To train the standard change proposal solution, see Train the clustering solution for standard change proposal.
- View risk predictions and standard change suggestions on a change request: you must have the itil or sn_change_write role.
Solution definitions for Predictive Intelligence for Change Management
The Solutions definitions for Predictive Intelligence for Change Management capability are available after you activate the following plugins:
- Change Management - Risk Intelligence plugin (com.snc.change_management.ml.risk)
- Change Management - Standard Change Template Intelligence plugin (com.snc.change_management.ml.sctp)
Note: Predictive intelligence for Change Management plugins can be requested through the Now Support Customer Service system.
For more information, see Change Management plugins.
|
Solution definition |
Solution type |
Description |
|---|---|---|
|
Risk for proposed change |
Similarity and Categorization |
Provides insight into the potential risk of the change activity and facilitates intelligent approval decisions. The info message puts all the risk related information to easily compare the returned value.This prediction helps in reducing approval friction and time. For example, when risk = low, you can use Change Approval Policies to automatically approve this low risk activity. |
|
Standard change candidates |
Clustering |
Analyzes and suggests opportunities for Standard Change proposal templates that can be used for automatically creating a change. This solution uses similarity and clustering solution type to identify the common fields in the records and make it a template. |
Parent Topic:Configuring Change Management
Keywords predictive intelligence changechange risk predictionstandard change candidates
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--- title: Predictive Intelligence for Change Management description: The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/change-management/change-mgmt-intelligent-solutions.html release: australia product: Change Management classification: change-management topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 keywords: [predictive intelligence change, change risk prediction, standard change candidates] breadcrumb: [Configure, Change Management, IT Service Management] --- # Predictive Intelligence for Change Management The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change. Predictive Intelligence for Change Management delivers the following benefits: - Enhanced change risk calculation using machine-learning algorithms to assess change risk. - Uses Predictive Intelligence clustering capability to identify and suggest Standard Change templates to create a change. Confirm that you have the admin role to configure the intelligent solution definitions and system properties. Users with itil or sn\_change\_write role view the resulting risk predictions and standard change suggestions on the change request. For the full list of roles installed with Change Management, see [Components installed with ITSM Roles - Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/installed-with-cm-itsm-roles.md). ## Roles and access for intelligent solutions Access to the Predictive Intelligence for Change Management capability depends on the action you perform: - Configure solution definitions and system properties: you must have admin privileges. For the configurable properties, see [Intelligent solutions system properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/change-mgmt-intelligentsoln-properties.md). To train the standard change proposal solution, see [Train the clustering solution for standard change proposal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/train-std-chg-proposal-soln.md). - View risk predictions and standard change suggestions on a change request: you must have the itil or sn\_change\_write role. ## Solution definitions for Predictive Intelligence for Change Management The Solutions definitions for Predictive Intelligence for Change Management capability are available after you activate the following plugins: - Change Management - Risk Intelligence plugin \(com.snc.change\_management.ml.risk\) - Change Management - Standard Change Template Intelligence plugin \(com.snc.change\_management.ml.sctp\) **Note:** Predictive intelligence for Change Management plugins can be requested through the Now Support Customer Service system. For more information, see [Change Management plugins](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/change-plugins.md). <table id="table_xt3_n4g_nlb"><thead><tr><th> Solution definition </th><th> Solution type </th><th> Description </th></tr></thead><tbody><tr><td> Risk for proposed change </td><td> Similarity and Categorization </td><td> Provides insight into the potential risk of the change activity and facilitates intelligent approval decisions. The info message puts all the risk related information to easily compare the returned value.This prediction helps in reducing approval friction and time. For example, when risk = low, you can use Change Approval Policies to automatically approve this low risk activity. </td></tr><tr><td> Standard change candidates </td><td> Clustering </td><td> Analyzes and suggests opportunities for Standard Change proposal templates that can be used for automatically creating a change. This solution uses similarity and clustering solution type to identify the common fields in the records and make it a template. </td></tr></tbody> </table>- **[Intelligent solutions system properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/change-mgmt-intelligentsoln-properties.md)** Administrators can configure the Change Management Intelligent solutions system properties to use Predictive Intelligence capabilities. - **[Train the Risk Intelligence solution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/train-risk-intelligence-solution.md)** Create Risk categorization or similarity solution definitions to use the predictive intelligence that helps in accessing change risk. - **[Configure Risk Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/configure-risk-intelligence.md)** Configure the Risk Intelligence properties to control how the Predictive Intelligence solution predicts the risk of a change request and how the predicted risk is used. - **[Train the clustering solution for standard change proposal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/train-std-chg-proposal-soln.md)** Train the Standard change proposal solution definition to use clustering capabilities to identify and suggest Standard Change templates to create a change. **Parent Topic:**[Configuring Change Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/change-management/configure-change-management.md)
| title | Predictive Intelligence for Change Management |
| description | The Predictive Intelligence for Change Management capability uses machine-learning algorithms to suggest standard templates, identify similar incidents, and enhance risk assessment for the change. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/change-management/change-mgmt-intelligent-solutions.html |
| release | australia |
| product | Change Management |
| classification | change-management |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| keywords | predictive intelligence changechange risk predictionstandard change candidates |
| breadcrumb | ConfigureChange ManagementIT Service Management |