ITSM - Automation of Risk Assessment in Change Managaement

[rs385020]

I am working on automating the Risk assessment process in Change management. Currently the user fills the risk form through UI action. 

As shown in the image this form pops up on the screen and then when we submit , the risk gets calculated. 

Mostly everything followed is OOB. Now what I want to do is that the user will not interact with the form at all. We will calculate the risk in the backend and fill it. 
I still want the Assessment instance record to be created and then fetch the values from there to calculate risk. Till now I haven't been able to find how I can invoke the risk assessment process using OOB methods and script include.  Has anyone done anything related to this before? 

[Dr Atul G- LNG]

Hi @rs385020 

I have worked as a Change Manager and have also been involved in the process side, so I understand what you are looking for. However, I don’t think fully automating this is a good idea, for the following reasons:

• Risk assessment: The assessment is based on two key parameters: the risk condition (OOTB) and the overall risk assessment.(pluginin)

• Human involvement in risk assessment: The risk assessment can be enabled through a plugin, but the user still needs to review the questions and submit the answers. This cannot be fully automated because the system cannot reliably determine what is the correct and relevant answer for every question, especially when the assessment is risk-related. Human judgement and involvement are still required here.

I am adding my video as well, which might be helpful in explaining this further.

Based on my 10 years of experience in Change Management, I would not recommend fully automating the “Yes” decision in this scenario. A better approach would be to reduce the number of questions and pre-populate or provide suggested values based on information already available from the Change record or CI.

However, I would still recommend keeping the final decision and submission as a human-controlled step. Fully automating the risk assessment and decision-making would not be a good use case because of the potential risk and the need for human judgement.

https://youtu.be/DbsgwqbqEdk

[rs385020]

Hi @Dr Atul G- LNG 

Thanks for your response!
I am planning to take the values for the questions from the change request form itself. So basically the form will be filled from the backend and submitted and then the whole process will be triggered and risk will be calculated. 

[rs385020]

Hi @Dr Atul G- LNG 

Thanks for your response!
I am planning to take the values for the questions from the change request form itself. So basically the form will be filled from the backend and submitted and then the whole process will be triggered and risk will be calculated. 

[Dr Atul G- LNG]

Hi @rs385020 

In this assessment, the risk will not be captured automatically. You can use a script to update the Risk field and then use that calculation/result in the work notes.