Jeopardy Management
Summarize
Summary of Jeopardy Management
Jeopardy Management is a risk assessment tool within the ServiceNow Order Management application that monitors fulfillment tasks, evaluates their risk levels based on delays, and alerts fulfillment managers when tasks are at risk of not completing within the committed timeframe. This tool helps ensure contractual delivery commitments to customers by proactively identifying delays and enabling timely intervention.
Show less
How Jeopardy Management Works
- Task Monitoring: Tracks tasks in an order fulfillment process by setting task durations and relationships. Tasks initially enter a Draft state with defined start and end times.
- Risk Prediction: Uses planned task dates and roll-up logic to track progress and calculate jeopardy alerts when tasks exceed their expected duration.
- Alert Levels: Assigns risk levels—On time, At risk (low), or Delayed (high)—based on delay thresholds, impacting successor tasks' risk status.
- Information Sharing: Displays jeopardy details through order forms and UI lists, allowing fulfillment managers to prioritize and address tasks in jeopardy.
- Resolution: Enables customers to implement notifications or other automated logic triggered by jeopardy levels to resolve delays.
Key Features
- Definition of subflows and decision tables to pre-create tasks and set task relationships.
- Configuration of jeopardy policy decision tables to govern risk assessment.
- Launch and monitoring of SLAs for order tasks.
- Roll-up of jeopardy information across orders and tasks to provide a holistic risk view.
- Dynamic adjustment of risk levels for successor tasks when delays occur.
Practical Impact for Customers
By implementing Jeopardy Management, ServiceNow customers can:
- Proactively monitor and manage the risk of delays in order fulfillment processes.
- Receive timely alerts to address tasks at risk, helping to meet delivery commitments.
- Understand and act on the cascading impact of delayed tasks on downstream fulfillment activities.
- Configure and automate responses based on risk levels to improve fulfillment efficiency and customer satisfaction.
Next Steps
To get started with Jeopardy Management, customers should review the configuration and monitoring guides specific to this feature within the Order Management application to tailor risk policies, define workflows, and set up appropriate alerts and notifications.
Jeopardy Management is a risk assessment tool that monitors fulfillment tasks, assesses the risk level, and alerts fulfillment managers when the assigned task time is in jeopardy.
Overview of Jeopardy Management
Jeopardy Management consists of multiple components in the Order Management application that work together to monitor and report on task completion time in a fulfillment plan.
If a task is taking longer than expected, the system assesses the percentage of delay and assigns a risk level.
In Order Management, some customer orders are expected to be fulfilled in a committed time frame. The time commitment may be part of a contract that the customer and customer service provider (CSP) have signed to ensure delivery and assurance of products and services. To fulfill an order in the target date and time, a CSP depends on order management systems to monitor the fulfillment progress. Jeopardy Management proactively identities any delays and shares alerts, which can be addressed by fulfillment managers.
- Monitor order fulfillment progress.
- Predict jeopardy and risk for domain orders and order tasks.
- Make jeopardy information available to users.
- Fulfillment managers resolve tasks in jeopardy.
How Jeopardy Management works
Jeopardy Management works by tracking tasks in an order fulfillment process. Order task relationships are created and task durations are set. Planned tasks are set in the Draft state and have a start time and an end time. As an order task is being fulfilled, any delays in the task's assigned amount of time triggers a jeopardy alert.
Jeopardy Management uses the following components to monitor and manage risk in order fulfillment:
- Define subflows and decision tables
-
- Define subflows that create order tasks upfront and define task relationships.
- Configure jeopardy policy decision tables.
- Monitor order fulfillment progress
-
- Define and launch SLA for order tasks.
- Monitor fulfillment progress and closure of domain orders and order tasks.
- Predict jeopardy and risk
-
- Leverage planned task date fields and date roll-up logic to produce timelines for order task fulfillment progression.
- Monitor the progress of each order task and produce jeopardy information.
- Roll up jeopardy date changes for all order entities.
- Share jeopardy information
- Use the order forms, list, and orchestration UI forms to show jeopardy details for orders, domain orders, and order tasks to prioritize tasks to take action.
- Resolve tasks in jeopardy
- Based on jeopardy condition, customers can implement notifications or other logic as required based on the jeopardy level flag on each entity jeopardy.
Jeopardy Management alert levels
In Jeopardy Management, the fulfillment manager can set different levels of alerts for each task. As the system monitors task duration, any delay triggers adjustments to the jeopardy level of predecessor and successor tasks in the fulfillment plan.
The following table compares how Jeopardy Management assesses risk levels across tasks in a fulfillment workflow for three scenarios: expected, on-time, and delayed.
| Scenario | Product order | Task A | Task B | Task C | Task D |
|---|---|---|---|---|---|
| Expected | Duration: 48 hours | 12 hours | 12 hours | 12 hours | 12 hours |
| Scenario 1: On-time | Duration: 34 hours | 10 hours | 10 hours | 8 hours | 6 hours |
| Scenario 2: Delayed | Duration: uncertain | 10 hours | 18 hours (in jeopardy, task delayed) | Uncertain fulfillment time | Uncertain fulfillment time |
| Scenario | Task status | Risk level | Impact on successor tasks |
|---|---|---|---|
| Task completed within the expected time | On time | None | No adjustment to successor task risk levels |
| Task slightly delayed but within the acceptable threshold | At risk | Low | Successor tasks flagged as low risk |
| Task significantly delayed, exceeding the acceptable threshold | Delayed | High | Successor tasks escalated to high risk; jeopardy alert triggered |
Jeopardy Management assesses all tasks in a workflow and adjusts the risk level for tasks that occur later in the workflow. In the delayed scenario, a delay in Task B causes the fulfillment time for all successor tasks to become uncertain, and the product order duration can no longer be determined.