Change Success Score calculation

[Lohith]

HI Team,

We would like to know how change success score is calculated ? We would like to know how the number 503 in the below screen shot is calculated ?

We have added new parameter called Late Changes, how to add that parameter to the change success score calculation ? How the values are inserted in Metric Instance table under the definition - Change Success Score.

Appreciate your response.

Thanks

[Community Alums]

Hi Lohith,

Refer to these Links to understand the scoring :

Success score calculation

Modify score calculation

Change success score uses team's historical data to provide an insight to the performance to make informed decisions.

Note: The Change success score feature is installed after you activate the Change Management - Change Success Score plugin that is available with the ITSM Professional subscription only. Please contact your account manager for more information.

Use the change success score to evaluate the team's success in handling prior change requests.

The following are the key features offered by the change success score capability:

• The score is calculated daily based on the team's performance from yesterday.
• The score value enables you to determine how likely the team is to complete your change request without issues.
• The change success score indicator allows you to adjust the multipliers.
• The Change Success Score Dashboard helps you to compare individual team scores.
• The change score enables approvers to take decisions on the change request.

You can use the Change Success Score only after you activate the Change Management - Change Success Score (com.snc.change_management.change_success_score) plugin that automatically installs the Change Management - Change Success Score Foundation (com.snc.change_management.change_success_score.foundation)​ plugin.

When the Change Management - Change Success Score plugin is activated, a Change success score metrics (Daily) performance analytic (PA) job is added. The PA job is a daily job that collects the first set of change success scores until the next job run time, that is 02.00 UTC. After the first job run, a Change Success Score card  icon appears next to the Assignment group field on the change request form. On click of this icon, you can view the score card details of the assignment group.

Change Success Score dashboard

Use this dashboard to see the trends in the resolution efficiency of the team over time based on the same parameters used to calculate overall score. To view the trends of all the assignment groups, clear the selected element.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Harini17]

Hello,

I want to know exactly how the score is calculated. I am aware of the multiplier values. But sometimes even if there are only successful changes, the score is still medium(around 500). Please if someone could explain in detail how the score is calculated with the breakdowns, it would be helpful.

[MireilleEdwards]

Hello,

I was able to find this information on the "Success score calculation" in the ServiceNow documentation.  Here's a link:

Success score calculation

Hope this helps.

Regards,

Mireille

[steka]

Asked for the formula via SN support case, got the following response which seems more like it (haven't yet reviewed in detail):

After further review with our Development Team they have mentioned that the formula is coming from the "Change success score.Yesterdays score adjustments" Indicator. This also uses values from some of the other indicators which can be reviewed individually to see their formulas.
Please see the formula below:

[[Change success score.Successful changes.Multiplier]] + [[Change success score.Successful changes with issues.Multiplier]] + [[Change success score.Unsuccessful changes.Multiplier]] + [[Change success score.P1 incidents caused by change.Multiplier]] + [[Change success score.P2 incidents caused by change.Multiplier]] + [[Change success score.P3 incidents caused by change.Multiplier]]

The indicator can be found at the following URL:
/nav_to.do?uri=pa_indicators.do?sys_id=ae4a10a573330010491d235f04f6a71c%26sysparm_view=formula