Generate change risk assessment answers by using ServiceNow Otto for IT Service Management (ITSM)

Use ServiceNow Otto for IT Service Management (ITSM) to automatically generate answers and reasoning for change risk assessment questions directly from a change request in Core UI or Service Operations Workspace for ITSM.

Before you begin

Roles required: sn_change_write, change_manager

About this task

This skill is active by default and available to users with the appropriate roles. The skill is automatically available to users with the appropriate roles. For more information, see Skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM).

When you trigger the skill, AI reviews the change request, related records, and additional knowledge—such as compliance details, policies, or other relevant information. AI then suggests an answer and provides reasoning for each supported question in the risk assessment. The Reasoning field explains why AI selected each answer. You can review and adjust the suggested answers before submitting, or complete the assessment manually.

The skill supports Likert-scale questions only. Each option in a Likert-scale question has a numerical value, which the system uses to calculate the risk score. Questions that are not Likert-scale type open without a Reasoning field, and you select the answer manually.

To configure the data that the answer generator skill reads to suggest answers for change risk assessment questions, see Customize the change risk assessment answer generator skill.

This AI capability for generating change risk assessment answers and reasoning requires a platform version of Zurich patch 11 or Australia patch 4.

Note:

In Service Operations Workspace for ITSM, this skill is available in version 9.2 or later.

Procedure

1. Open the change request in Core UI or in Service Operations Workspace for ITSM.
2. Select the risk assessment.

   Interface	Procedure
   Core UI	Under Related Links, select Risk Assessment. In the Change Request Risk Assessment Answer Generator Skill dialog, select Generate Answers. For more information on risk assessment, see Risk assessment.
   Service Operations Workspace for ITSM	Under the Risk Evaluation section, select Assess Risk. In the Generate Risk Assessment Using AI dialog, select Generate Answers.

   A loading indicator appears while the answers generate. When generation is complete, the pre-filled assessment page opens with a suggested answer and a Reasoning field for each supported question. The Reasoning field explains why AI selected the answer, based on the change request context.

   

   Note:

   To complete the assessment manually instead, select Skip generation. The empty assessment page opens so you can fill in the answers manually.
3. Review the suggested answers and Reasoning, and update answers as needed.
   Note:

   The on-screen message reminds you to check answers generated by AI for accuracy.
4. Submit the risk assessment.
   The risk assessment moves to the complete state. The completed assessment shows the same answers and reasoning.
5. Optional: To edit the answers in Core UI, open the risk assessment and do any of the following:
   • Select Edit to update the saved answers.
   • Select Generate to create a new risk assessment.
6. Optional: After you submit the risk assessment in Service Operations Workspace for ITSM, view, edit, or regenerate the saved answers.

   Option	Procedure
   View the saved answers	In the Record information panel, select View risk assessment. The Change Risk Assessment dialog opens in read-only mode and shows the saved answers and reasoning for each question.
   Edit the saved answers	Select Assess Risk again. The Change Risk Assessment dialog opens with the answers from the previous assessment copied in. Update any answers as needed, then submit the assessment. When you edit an assessment, the plain assessment page opens with the existing answers and no Reasoning field.
   Regenerate the answers with the current change request context	Select Generate Answers. The skill is triggered again, and the previous answers are replaced by the answers returned by the new skill invocation.