A service management system can obtain a service request message indicating an event that affects a user device of a telecommunications network. The system can store an indication of the event at a memory device that stores historical information of events and can process the event with a machine learning (ML) model that is trained based on the historical information to simulate the effect of the event on the telecommunications network. The system generates an output for display on a computing device. The output includes a recommendation and identifies an attribute of the event and a predicted value configured to reduce a workload or increase operational efficiency. The recommendation is configured to make the event actionable. The system receives feedback that a reviewer has acted on the recommendation. In response to the feedback, the system can re-train the ML model and configure the process for handling the service request.