ServiceNow, Inc.
Automated identification of hardware and software components relevant to incident reports

Abstract:

An example embodiment relates to configuration items representing properties of one or more of computing devices or software applications deployed on a managed network. The example embodiment may involve a computing device: receiving an incident report to which no configuration item is linked; generating a feature vector for the report by applying a computational model to the incident report; comparing the feature vector to at least some of a set of feature vectors; based on the comparison, identifying a set of incident reports that are potentially related to the report, wherein members of the set of incident reports are each linked, in one or more databases, to one or more members of a set of configuration items; selecting a particular configuration item of the set of configuration items to link to the incident report; linking the particular configuration item to the incident report; and storing the link in the database(s).