---
schema_version: "1"
id: 70014476a005515d9e08aef5937347b61f2ec2f126656819f544a8c9d3c912f6
title: Set Up Predictive Actions for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_predictive_setup_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictive_setup_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 913fe05b0e8b2e09a8663b349fa9968bb6130a4d3abf6485fd183a9cbf643b10
description: Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Predictive Actions for IT Services

Set up predictive models to forecast SLA breaches, major incident escalations, configuration item criticality prediction, and change request risks to prioritize tasks and improve IT stability.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on.</td></tr></tbody></table>

- **[Set Up SLA Breach Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivmodel_slabreach.htm&release=264.0.0&type=5)**  
    Set up the SLA Breach Prediction model to forecast breach probabilities using machine learning and real-time data. Use the resulting risk scores to prioritize urgent tasks and improve service reliability.
- **[Set Up Major Incident Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivmodel_majrincdnt.htm&release=264.0.0&type=5)**  
    Set up the Major Incident Prediction model to forecast escalation risks by analyzing real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
- **[Set Up Change Risk Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predctivmodel_chngrskscre.htm&release=264.0.0&type=5)**  
    Set up the Change Risk Score Prediction model to forecast the probability of change request failures. Use the resulting scores to replace subjective assessments with data-informed processes that improve IT stability.
- **[Set Up Configuration Item Criticality Prediction for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivemodel_cicriticality_copy.htm&release=264.0.0&type=5)**  
    Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets.