Getting started with ServiceNow Change Request Risk Calculation

Amit Gujarathi · ‎11-03-2022

Hi All,

Hope you all are doing fine.

Risk and Impact calculation is an important aspect in any process and it helps us to understand the criticality , Risk involved with in the process.
When it comes to Change management , Risk calculation provide ways to calculate and assess the risk of change requests, and to identify and resolve conflicts. It helps us to understand the impact and urgency of the change request.
In order to take benefit of this wonderful feature we have to enable an OOB plugin called "Change Risk Calculator".
On the installation of tis plugin it will have some pre defined risk calculation criteria's which we can change as per our needs.
There are two ways with which this risk calculation happens on change request
- Manual method (Using UI action) :
  - There will be a form link appears on the form called "Calculate Risk" which will trigger the risk calculation based on the on click event by the user
  - It will be visible only if
    - There are Risk and Impact condition for the current change record
    - User has at least ITIL role
- Automatic method (Business Rule) :
  - Trigger based on Business rules which runs on insert and update of record
  - User should have at least ITIL rule to qualify for the Business rule run
Add / Update the Risk Conditions :
- You can define your own Risk and Impact calculations conditions based on your project use case
- By default there will be some suggested Risk calculations conditions denied by ServiceNow if you like the same please use it as is
- The Risk conditions works on the order basis from lowest to highest.
- The first lowest Risk condition which matches the current change get applied to the change request and other higher ones get skipped /ignored.

Steps to Add / Update Risk Conditions :

Navigate to All > Change > Administration > Risk Conditions.
Click New or open existing record to modifyu the same
Fill the form and either submit if new record or update.

Field	Description
Name	Enter a descriptive name for the rule
Risk Impact	Select a value for one of these fields. The selection determines which field to update based on this risk calculation.
Active	Select the check box to use the rule.
Order	Enter the order in which this risk calculation is evaluated. Rules with lower numbers are evaluated first. If there are two or more rules with differing orders, the rule with the lowest order is evaluated and the others are ignored.
Use advanced condition	Select the check box to enter a script instead of using the condition builder.
Use script values	Select the check box to hide the Risk and Impact fields. The script specifies the risk and impact values.
Description	Enter a description of how this risk calculation is applied.

Specify the Rule based on selected method :

Choice	Action
Condition	Use the condition builder to add conditions. It is hidden if you selected Use advanced condition.
Use advanced conditions	Write the script in the Advanced condition field using standard business rule syntax. The condition must set the global variable answer to `true` or `false`.
Use script values	Write the script in the Script values field. Specify the Risk and Impact values in the script. The conditions are set using either the condition builder or an advanced condition script.