Jeopardy Management
Summarize
Summary of Jeopardy Management
Jeopardy Management is a risk assessment tool within the ServiceNow Order Management application designed to monitor fulfillment tasks, evaluate their risk of delay, and alert fulfillment managers when tasks are at risk of missing their committed completion times. It ensures that customer orders are fulfilled within agreed timeframes, often tied to contracts between the customer and the customer service provider (CSP). By proactively identifying delays and sharing alerts, fulfillment managers can address issues before they impact delivery commitments.
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How Jeopardy Management Works
This tool tracks tasks in the order fulfillment process by setting task durations and relationships. Tasks start in a Draft state with defined start and end times. As tasks progress, any delay beyond the assigned time triggers a jeopardy alert. Key components include:
- Defining Subflows and Decision Tables: Create order tasks upfront and configure jeopardy policy decision tables to manage risk rules.
- Monitoring Fulfillment Progress: Launch SLAs for tasks, monitor progress and completion of domain orders and tasks.
- Predicting Jeopardy and Risk: Use planned dates and roll-up logic to track timelines, assess delays, and generate jeopardy information across all order entities.
- Sharing Jeopardy Information: Display jeopardy details on order forms and UI lists to help prioritize and manage at-risk tasks.
- Resolving Tasks in Jeopardy: Fulfillment managers can implement notifications or other workflows triggered by jeopardy level flags.
Jeopardy Management Alert Levels
The fulfillment manager can configure multiple alert levels to represent the risk status of tasks based on their duration relative to expectations:
- On time: Task completed within expected time; no risk adjustment for successor tasks.
- At risk: Slight delay within an acceptable threshold; successor tasks are flagged as low risk.
- Delayed: Significant delay exceeding thresholds; successor tasks escalated to high risk, triggering jeopardy alerts.
Jeopardy Management dynamically adjusts risk levels for all subsequent tasks in the workflow. For example, a delay in one task can cause uncertainty and high-risk status for all following tasks and the overall order duration.
Practical Benefits for ServiceNow Customers
By using Jeopardy Management, ServiceNow customers can:
- Gain real-time visibility into order fulfillment risks.
- Proactively manage and mitigate delays to meet contractual commitments.
- Prioritize and address tasks at risk to avoid cascading impacts on overall order delivery.
- Leverage configurable alert levels to tailor risk management to their business needs.
Next Steps
To implement and optimize Jeopardy Management, customers should explore configuration guides and monitoring techniques for order jeopardy within the Order Management application.
Jeopardy Management is a risk assessment tool that monitors fulfillment tasks, assesses the risk level, and alerts fulfillment managers when the assigned task time is in jeopardy.
Overview of Jeopardy Management
Jeopardy Management consists of multiple components in the Order Management application that work together to monitor and report on task completion time in a fulfillment plan.
If a task is taking longer than expected, the system assesses the percentage of delay and assigns a risk level.
In Order Management, some customer orders are expected to be fulfilled in a committed time frame. The time commitment may be part of a contract that the customer and customer service provider (CSP) have signed to ensure delivery and assurance of products and services. To fulfill an order in the target date and time, a CSP depends on order management systems to monitor the fulfillment progress. Jeopardy Management proactively identities any delays and shares alerts, which can be addressed by fulfillment managers.
- Monitor order fulfillment progress.
- Predict jeopardy and risk for domain orders and order tasks.
- Make jeopardy information available to users.
- Fulfillment managers resolve tasks in jeopardy.
How Jeopardy Management works
Jeopardy Management works by tracking tasks in an order fulfillment process. Order task relationships are created and task durations are set. Planned tasks are set in the Draft state and have a start time and an end time. As an order task is being fulfilled, any delays in the task's assigned amount of time triggers a jeopardy alert.
Jeopardy Management uses the following components to monitor and manage risk in order fulfillment:
- Define subflows and decision tables
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- Define subflows that create order tasks upfront and define task relationships.
- Configure jeopardy policy decision tables.
- Monitor order fulfillment progress
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- Define and launch SLA for order tasks.
- Monitor fulfillment progress and closure of domain orders and order tasks.
- Predict jeopardy and risk
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- Leverage planned task date fields and date roll-up logic to produce timelines for order task fulfillment progression.
- Monitor the progress of each order task and produce jeopardy information.
- Roll up jeopardy date changes for all order entities.
- Share jeopardy information
- Use the order forms, list, and orchestration UI forms to show jeopardy details for orders, domain orders, and order tasks to prioritize tasks to take action.
- Resolve tasks in jeopardy
- Based on jeopardy condition, customers can implement notifications or other logic as required based on the jeopardy level flag on each entity jeopardy.
Jeopardy Management alert levels
In Jeopardy Management, the fulfillment manager can set different levels of alerts for each task. As the system monitors task duration, any delay triggers adjustments to the jeopardy level of predecessor and successor tasks in the fulfillment plan.
The following table compares how Jeopardy Management assesses risk levels across tasks in a fulfillment workflow for three scenarios: expected, on-time, and delayed.
| Scenario | Product order | Task A | Task B | Task C | Task D |
|---|---|---|---|---|---|
| Expected | Duration: 48 hours | 12 hours | 12 hours | 12 hours | 12 hours |
| Scenario 1: On-time | Duration: 34 hours | 10 hours | 10 hours | 8 hours | 6 hours |
| Scenario 2: Delayed | Duration: uncertain | 10 hours | 18 hours (in jeopardy, task delayed) | Uncertain fulfillment time | Uncertain fulfillment time |
| Scenario | Task status | Risk level | Impact on successor tasks |
|---|---|---|---|
| Task completed within the expected time | On time | None | No adjustment to successor task risk levels |
| Task slightly delayed but within the acceptable threshold | At risk | Low | Successor tasks flagged as low risk |
| Task significantly delayed, exceeding the acceptable threshold | Delayed | High | Successor tasks escalated to high risk; jeopardy alert triggered |
Jeopardy Management assesses all tasks in a workflow and adjusts the risk level for tasks that occur later in the workflow. In the delayed scenario, a delay in Task B causes the fulfillment time for all successor tasks to become uncertain, and the product order duration can no longer be determined.