Machine Learning mApp Solution 1.0

How the mApp Solution Works

The Machine Learning mApp Solution contains a demonstration of a machine learning model. The demonstration uses a machine learning model to predict the Service Classification of an Incident based on the Incident description.

Users (often first-level service technicians) enter an Incident description and let the machine learning model predict the Service Classification. Machine learning subject matter experts (SMEs) use the included Machine Learning dashboard to review the predications to verify their accuracy, providing a new Service Classification if necessary. This information is used to continuously train the machine learning model.

Download the mApp Solution from the Cherwell mApp Exchange. Use the Apply mApp Wizard to apply the mApp Solution to your CSM system. The Apply mApp Wizard generates a Blueprint, which can then be viewed and published to a test or live system to commit the changes.

For a list of items included in the Machine Learning mApp Solution, see Machine Learning mApp Solution Items.

Apply the mApp Solution

Download file: machine-learning.mApp. If you want a reference system to see how everything works, we have provided a data .mApp file that will replace all Incident, category, subcategory, and service data with demo data, which can be used to train a demo system.

To apply the mApp Solution, perform the following high-level steps:

1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.

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