---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Change success score

# Change success score {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use team historical data for insights into team performance. The score value helps you to determine how likely the team is to complete your change request without issues.  
Note:  
The change success score feature is installed after you activate the Change Management - change success score plugin available with the ITSM Professional subscription only. Contact your account manager for more information.The change success score can help you evaluate a team's success in handling prior change requests.

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 ![Change Success Score icon]() icon appears next to the Assignment group field on the change request form. On a click of this icon, you can view the score card details of the assignment group.

## Change Success Score dashboard {#change-success-score__section_dhl_51t_plb}

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

Navigate to ChangeChange Analytics to access the Change Success Score, Change Type Success, and Change Model Success dashboards.

For more information on the indicators, see [Success score indicators](https://www.servicenow.com/docs/hvruUNOfra28aYHNgOHtaQ "Change Success score contains Performance Analytics indicators for data collection. Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.").

## Change Type Success dashboard {#change-success-score__section_xkg_nxd_25b}

This dashboard displays trends in the resolution efficiency for change types. To view the trends of all the change types, clear the selected type.

## Change Model Success dashboard {#change-success-score__section_jh5_dyd_25b}

This dashboard displays trends in the resolution efficiency for the change model over time based on the same parameters used to calculate the overall score. To view the trends of all the change model, clear the selected
model.
* **[Success score indicators](https://www.servicenow.com/docs/hvruUNOfra28aYHNgOHtaQ)**   
  Change Success score contains Performance Analytics indicators for data collection. Indicators define a performance measurement taken at regular intervals of a business service, an activity, or organizational behavior. These performance measurements result in a series of indicator scores over time.
* **[Success score calculation](https://www.servicenow.com/docs/r0FU94XwvdGHVxykHSWjUQ)**   
  To calculate the success score, formula indicators are provided. These indicators apply the multiplication operation to the data collected by the automated indicators to arrive at the final score.
* **[Configure success score rating](https://www.servicenow.com/docs/Gg85rLif1y~2icO0br_C1g)**   
  Based on the change success score rating, a color and text is associated that is displayed as part of the Change Success Score card. By default, four success score ratings are available with a specific score range.

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