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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Explain a change request risk

# Explain the risk of a change request by using ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 ServiceNow Otto 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
{#change-risk-exp-now-assist__ul_mbf_lm2_bdc}  
Additional inputs include:

* Similar change requests and the incidents caused by those changes
* Risk condition that was met
* Risk assessmentBy 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](https://www.servicenow.com/docs/yp09UY2ErpC0slYTtvJ_dg "There are two methods to calculate the risk of a change. The Best Practice - Change Risk Calculator is activated in the base system by default. Change Management - Risk Assessment is optional.").

{#change-risk-exp-now-assist__ul_dln_gm2_bdc}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 ServiceNow Otto icon for the Explain Risk field.  
   Note:  
   The ServiceNow Otto icon isn't available if the risk for the change request hasn't already been calculated.  
   The risk explained by ServiceNow Otto appears in a window on the change request record.

3. **Optional:** Elaborate or shorten the risk explained by ServiceNow Otto.  
   * To lengthen the generated response, select RefineElaborate.
   * To shorten the generated response, select RefineShorten.
   {#change-risk-exp-now-assist__ul_qjm_45x_ldc}
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.

   | Option | Procedure |
   | 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.]()). |
   |-|-|

   {#change-risk-exp-now-assist__choicetable_c2n_fsz_xbc}

*[\>]: and then