How is the change success score value calculated?

[Harini17]

Hello all,

Recently we have implemented change success score card and I would like to know how the score is calculated.

I have gone through the ServiceNow documentation and aware of the multiplier values.

But, even if I have only successful changes, the score is still medium(refer below image).

It would be really helpful, if someone could explain in detail.

[Paul Curwen]

It's basically all calculated using Performance Analytics Indicators. These are installed with plugin

'com.snc.change_management.change_success_score.foundation' 

If you view the components of that plugin you will see a load of PA Indicators and PA Indicator breakdowns. These will give you the information on how the scores are affected based on the different outcomes. Your States etc (if customised from OOTB may affect these so be aware of that) 

Also have a look at the following main Script Includes:

ChangeSuccessScorePropertiesSNC

ChangeSuccessSN

ChangeSuccessGroupScoreSNC

you will see how the score ranges are determined. The whole process is fairly complex, with lots of moving parts but if you study the plugin components you will get to know how this works.  

At the moment I agree this is poorly documented and more detail in DOCs would help. 

If helpful please mark as Helpful/Correct 

[Harini17]

Thank you for your reply. I will take a look at the script includes.

Also, I have noticed that the history of scores is stored in metric_instance table. Although, I don't see that for every successful change 3 points getting added. Is there any further drill down as in what kind of changes account for successful change? If so, where can I see the definition?