---
schema_version: "1"
id: b547bc77b9f8fa53a349669a1f8b106284bec3230f8ec5b98cf683568ce4bf26
title: 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_predictivemodels_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivemodels_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 45a05936e01d886e81a006f1941cc375e5622017cc7b82ae716551412d5a4956
description: Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Predictive Actions for IT Services

Predictive actions use machine learning and natural language processing to help IT operations move from reactive to proactive service management. Analyze historical patterns, real-time data, and text descriptions to generate risk scores for SLA breaches, potential major incidents, change request failures, and configuration item criticality prediction. IT managers and IT teams use these scores to identify high-risk issues, allocate resources, and improve service reliability.

### 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 Predictive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictive_setup_parent.htm&release=264.0.0&type=5)**  
    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.
- **[Work with Predictive Actions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrkvth_predictvmodel_parent.htm&release=264.0.0&type=5)**  
    Use predictive models to automate risk management across the IT environment. Forecast SLA breaches, major incident escalations, change request failures, and configuration item criticality by using real-time data. Identify high-risk records, trigger proactive responses, and use data-driven scores to prioritize tasks and improve service stability.