Classification framework

Classification is the task of taking a set of input data, including text or other fields, and using it to output a category, assignment, or other value from a set list of options. In traditional enterprise workflows, simple classification decisions are made with static rules, while more complex classifications rely on expert judgment. ServiceNow’s classification solutions allow the systems to make more complex judgments in an automated way by leveraging information about how data was categorized in the past.

Classification solutions generally outperform simple rules when there are complex relationships between multiple input factors or when there are many examples of high-quality training data for a specific problem. In contrast to this, in a common use case such as setting a priority based on impact and urgency, the relationships between impact and urgency are typically clear and can be captured in a simple 3x3, 4x4, or 5x5 data table. In these...