Define risk assessments

Change Management - Risk Assessment provides a flexible way to capture information from the end user to calculate the risk of the associated change request. You can define the risk assessment questions, thresholds, and conditions based on which risk for a particular change request is calculated.

Before you begin

Change Management - Risk Assessment is activated.

Role required: itil_admin or admin

About this task

You can use libraries of questions to derive the risk of a change based on criteria contained within the change record. For example, a different set of questions are defined for a hardware change versus a software change.

The assessment uses a weighted score approach for each question. The composite weighted score derived from the end user's answers is used to calculate risk. This score is based on the thresholds associated with the risk assessment.

Procedure

  1. Navigate to Change > Administration > Risk Assessments.
  2. Click New.
  3. Complete the form, as appropriate.
    Field Input value
    Name Enter a name for the risk assessment. This name is displayed to the end user.
    Introduction Enter an introduction for the end user, if required.
  4. Click the form context menu and select Save.
    The page refreshes with the Assessment Questions, Risk Assessment Thresholds, and Assessment Conditions related lists. The Assessment Questions related list enables you to define the questions that the end user answers to assess the risk of a change request.
  5. Complete the following steps to create an assessment question.
    1. In the Assessment Questions related list, click New.
    2. Complete the form, as appropriate.
      Field Description
      Question Enter the question.
      Note: Mandatory choice list questions are not supported.
      Weight Enter the weight to apply to the question. The weight is multiplied to the score of the answer to calculate the weighted score.
    3. Click the form context menu and select Save.
      The Assessment Question Choices related list appears. It is used to define the choices the end user selects from.
    4. In the Assessment Question Choices related list, click New.
    5. Complete the form, as appropriate.
      Field Description
      Order Enter the order number to determine the sequence in which the choice is displayed, from lowest order to highest.
      Value Enter the choice to be displayed to the user.
      Score Enter the score to be applied to the choice.
    6. Click Submit to save the question choice.
    7. Continue entering question choices as needed. Return to the risk assessment question and continue entering questions and choices following the previous steps.
  6. In the Risk Assessment form, click New in the Risk Assessment Thresholds related list and complete the following steps.
    The Assessment Thresholds related list determines the risk that is set depending on the calculated composite score for a completed assessment. The composite score is the sum of all weighted scores for the assessment.
    Note: Ensure that the thresholds are set based on the questions and answer combinations.
    1. Complete the form, as appropriate.
      Field Description
      Assessment Enter a name for the assessment threshold.
      Score greater than Enter the score number.

      If the score, which is totaled from all the answers, is greater than your specified score number, then the risk in the Risk field is applied to the change.

      Risk Select the risk level to apply if the risk threshold is met.
    2. Click Submit to save the risk assessment threshold.
      You can enter more risk assessment thresholds, as appropriate.
  7. In the Risk Assessment form, click New in the Assessment Conditions related list and complete the following steps.
    The Assessment Conditions related list enables you to specify that the risk assessment is attached to each change. Typically, the first attachment that matches the conditions gets attached during evaluation. Therefore, ensure that the conditions result in the correct assessments being attached especially when defining multiple questionnaires.
    Note: Ensure that the conditions are simple and mutually exclusive so that the assessment conditions are easy to understand and maintain.
    1. Complete the form, as appropriate.
      Field Description
      Active Select the check box to evaluate the condition.
      Condition Enter the conditions that determine which changes use the specific risk assessment.
      Description Enter a description of the condition.
      Order Enter the order number that determines the sequence in which the risk assessment is used. If multiple conditions apply, the risk assessment with the lowest order is used.
      Table Select the table on which the risk assessment is run.
      Note: Select Change [change_request] if the risk assessment is used on the Change table.
      Note: For a default questionnaire, add a condition record with no conditions and set the order to a suitably higher number. Doing so ensures that other conditions are evaluated first.
    2. Click Submit to save the risk assessment condition.

What to do next

Users can enter risk assessment information to calculate the risk associated with a specific change request.