Compliance score calculation for a citation

  • Release version: Zurich
  • Updated November 17, 2025
  • 2 minutes to read
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    Summary of Compliance Score Calculation for a Citation

    The compliance score for a citation in ServiceNow is determined using two methodologies: an old formula and a new formula. The transition from the old to the new method significantly alters how compliance scores are calculated, focusing more on directly linked controls rather than associated control objectives.

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    Key Features

    1. Old Formula: The compliance score was calculated as the average of child citations and associated control objectives.

    • Example: For a citation with no child citations but associated with a control objective scoring 42%, the compliance score is 42%.
    • Another example shows a citation with one child citation (70%) and one control objective (42%) resulting in a compliance score of 56%.

    2. New Formula: The new calculation method averages child citations and directly linked controls.

    • Example: A citation with one child citation (70%) and four directly linked controls with scores of 100%, 0%, 100%, and 0% results in a compliance score of 60%.

    3. Weighted Control Average: Enabling the weighted control average property changes the compliance score calculation by factoring in the weights of controls.

    • Example: With three controls (1 compliant and 2 non-compliant), the compliance score can be calculated as 83.3% when using weighted averages instead of a flat average of 33%.

    Key Outcomes

    ServiceNow customers can expect a more accurate representation of compliance scores with the new methodology, which emphasizes the direct impact of linked controls on compliance. Adjusting for weighted averages further refines the score, allowing for better risk assessment and compliance management.

    Two methodologies determine a citation's compliance score. The previous method averaged child citations and associated control objectives. The current method averages child citations and directly linked controls.

    Old formula (before enabling property)

    Compliance Score for a Citation = Average(Child Citations + Associated Control Objectives)

    Under the old calculation method, a citation’s compliance score is based on the following factors:

    • The compliance scores of its child citations
    • The compliance scores of its associated control objectives.
    Example 1:
    • If a citation has no child citations and is associated with one control objective that has a compliance score of 42%, then the citation’s compliance score is 42%.
    • The control objective’s score (42%) comes from averaging its own controls (50%) and its child control objective’s score (33%).
    Example 2:
    • If a citation has one child citation with a compliance score of 70% and one associated control objective with a compliance score of 42%, then the compliance score is 56%, which comes from averaging 70% and 42%.
    • Compliance Score = (70% + 40%) ÷ 2 = 56%

    New formula (after enabling property)

    Compliance Score for a Citation = 
(Average of child citations + Average of directly linked Controls) ÷ 2

    With the new feature enabled, the compliance score calculation changes significantly:

    • Control objective scores are no longer used.
    • Instead, the calculation considers the compliance scores of directly linked controls (Level 1 controls).
      Note:
      Level 1 controls are the controls of the control objectives directly associated with the citation.

    Example:

    If a citation has one child citation with a compliance score of 70% and four directly linked controls with compliance statuses of 100%, 0%, 100%, and 0%, then average compliance score for controls is as follows:
    Average compliance score for controls = 
(100% + 0% + 100% + 0%) ÷ 4 = 50%
    Compliance score = 70% + 50%​ = 60%.

    Weighted control average

    When the Use weighted control average when calculating compliance scores property is enabled, the compliance score of a citation changes.

    For example, consider the following scenario:
    1. Controls associated to the citation through one control objective: 3
    2. The status of the controls: 1 compliant, 2 non-compliant
    3. The weights of each control:
      • Control A (Compliant) → 100
      • Control B (Non-compliant) → 10
      • Control C (Non-compliant) → 10
    If you consider flat average, the compliance score is 33%. 
    Compliance score = (100% + 0% + 0%) ÷ 3 = 33%
    If you consider weighted average, the compliance score is 83.3%. 
    Compliance score = (Sum of weights of compliant controls X 100) 
÷ Sum of weights of all the controls
So Compliance score = (100 X 100) ÷ 120 = 83.3%