---
schema_version: "1"
id: 3fd9ba98305b8ee0f8fc68321e30c7c3364e67d5f9abcf39dd74e8dc257a7770
title: Work with 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_wrkvth_predictvmodel_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_wrkvth_predictvmodel_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 66078ab104baba9c9fcf760b488ee691dc3235e8f4daa0b5c6e355f66dd13467
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Work with Predictive Actions for IT Services

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.

### 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>

- **[Monitor SLA Breach Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_slabreachcard.htm&release=264.0.0&type=5)**  
    Forecast SLA breach probabilities by using machine learning and real-time data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize urgent tasks, manage critical issues, and improve service reliability.
- **[Monitor Major Incident Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_majrincdntcard.htm&release=264.0.0&type=5)**  
    Forecast whether an incident is likely to escalate to a major incident by using machine learning to analyze real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
- **[Monitor Change Risk Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_changeriskcard.htm&release=264.0.0&type=5)**  
    Forecast the risk of a change request failing by using machine learning to generate a score from 0 through 100. Use these data-driven scores to replace subjective assessments with a consistent process that improves IT stability.
- **[Monitor Configuration Item Criticality Prediction Card](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_cicriticality.htm&release=264.0.0&type=5)**  
    Forecast configuration item (CI) business criticality by using machine learning, CMDB dependency, and incident data analysis. Use the resulting scores, ranging from 0 through 100, to prioritize incidents, improve change risk decisions, and focus resources on the most business-critical assets.