Need help configuring responses for change management risk assessment questionnaire

[DillonS]

I have risk assessment questionnaire for a client were some of the responses to some of the questions need to have the same weight or value, but as far as I can tell each response must have a unique integer in the value field. I tried using the normalization input field, but it doesn't seem to do anything. I don't know if I misunderstand how to use it or that's not how it's supposed to be used in the first place.

Here's an example of what the question and responses look like, the numbers in parentheses are the value that response should be:

Question 1 Has any testing been done

1. yes, team 1 did it (1)
2. yes, team 2 did it (1)
3. yes, team 3 did it (1)
4. yes, IT team did it (2)
5. no testing done (3)
6. no testing required (1)

The data types for the metrics in this questionnaire are all choice.

I've never made a risk assessment before so I'm not too familiar with how it works, so if I'm missing something obvious, I apologize for that.

[Abbas_5]

Hello @DillonS,

To configure responses for a change management risk assessment questionnaire in ServiceNow, you'll need to define the questions, their associated responses, and the impact of each response on the overall risk score.  This involves using the Risk Assessment Designer or the Change Management Risk Assessment module to define the metrics and their associated values. 

Here's a step-by-step guide:

1. 1. Activate the Change Management - Risk Assessment plugin:

   Make sure the plugin is activated in your ServiceNow instance to enable the feature. 
2. 2. Define the Risk Assessment:

   • Create or modify an existing assessment: You can create a new risk assessment or modify an existing one. 
   • Define questions and responses: Each question in the assessment will have multiple response options, and you'll need to assign a numerical value to each response. 
   • Set the value for each response: In the Assessment Metrics section, define the values associated with each response. 
3. 3. Configure the Overall Risk Calculation:

   • Set up risk thresholds: Define the thresholds for different risk levels (e.g., low, medium, high) and the corresponding risk scores. 
   • Define risk conditions: Create risk conditions that determine which risk level is assigned based on the calculated score. 
4. 4. Ensure Mandatory Questions (Optional):

   Suppose you want to make all risk assessment questions mandatory. In that case, you can create a UI Policy on the Change Request table and configure the necessary fields as mandatory, according to ServiceNow community discussions. 

Key Considerations:

• Unique Values for Responses:

  While you can use the same value for multiple responses, you need to ensure that each response has a unique identifier within the system. 
• Decimal Values for Weights:

  If you need to use decimal values for weights or values, you may need to explore alternative solutions like using surveys or customisations. 
• Reporting:

  You can create reports to track how staff are answering the risk assessment questions and tie them to change requests for better visibility, according to a ServiceNow forum discussion. 

  If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik

[Rakesh18081]

It looks like you're trying to assign equal weight to multiple responses in a ServiceNow risk assessment questionnaire, but the system requires unique integer values for each response. The Normalization Input Field is typically used for scaling values rather than assigning identical weights, which is why it may not be working as expected.

Possible Solutions:

1. Use Weighted Scoring Instead of Unique Values

   • Instead of assigning the same integer value, consider using weighted scoring where responses with the same weight contribute equally to the risk calculation.
   • You can configure risk assessment metrics to group responses with similar weights.

2. Modify Risk Calculation Logic

   • If the system requires unique values, you can adjust the risk calculation formula to treat certain responses as equivalent.
   • For example, instead of relying on the integer value alone, use conditional logic to group responses with similar risk impact.

3. Use a Custom Script to Normalize Values

   • If the built-in normalization field isn’t working, you can write a scripted calculation that maps multiple responses to the same risk score.
   • Example:

     if (response == "yes, team 1 did it" || response == "yes, team 2 did it" || response == "yes, team 3 did it" || response == "no testing required") {
         return 1;
     } else if (response == "yes, IT team did it") {
         return 2;
     } else if (response == "no testing done") {
         return 3;
     }

   • This ensures that responses with similar risk impact are treated equally.