Explain the risk of a change request by using Now Assist for IT Service Management (ITSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the Now Assist for IT Service Management (ITSM) application.

    Before you begin

    Role required: itil

    About this task

    Data from these input fields in the change request input table is used to explain why a change risk is rated high, medium, or low:
    • Short description
    • Implementation plan
    • Assignment group
    • Risk
    • Description
    • Backout plan
    • Model type
    Additional inputs include:
    • Similar change requests and the incidents caused by those changes
    • Risk condition that was met
    • Risk assessment

      By default, the assessment uses the top five normalized risk values sorted in descending order. If there’s a tie between the two values, the one with the lower order number is used. For information on risk assessment, see Risk assessment.

    You can also add custom input fields.

    You can generate the explanation of the calculated risk rating for a change request in Core UI and Service Operations Workspace for ITSM.

    Procedure

    1. In Core UI or Service Operations Workspace for ITSM, open a change request that is assigned to you.
    2. Select the Now Assist icon Now assist icon. for the Explain Risk field.
      Note:
      The Now Assist icon Now assist icon. isn’t available if the risk for the change request hasn’t already been calculated.
      The risk explained by Now Assist appears in a window on the change request record.

      The Change Risk explanation includes a list of relevant change requests to help you understand which risk factors contributed to the calculated risk

    3. Optional: Elaborate or shorten the risk explained by Now Assist.
      • To lengthen the generated response, select Refine > Elaborate.
      • To shorten the generated response, select Refine > Shorten.
    4. Optional: When you're finished generating the explanation for a change request risk rating, you can provide feedback, copy it, or view information about it.
      OptionProcedure
      Provide feedback for the change request risk explanation If you think that the change request risk explanation was helpful, select the helpful icon (Helpful icon.). If you think that the change request risk explanation wasn’t helpful, select the not helpful icon (Not helpful icon.).
      Note:
      This feedback improves the generative AI model and can help to improve future versions of this skill.
      Copy the change request risk explanation If you want to reuse the change request risk explanation, select the copy to clipboard icon (Copy to clipboard icon.).
      View the information about the change request risk explanation If you want to check some details about the change request risk explanation, select the more info icon (More info icon.).