Service Manager
This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.To view the help for the latest version of Service Manager, click here
Setting the Risk Level for a Change
•Modifying the Risk Level Survey
•Localizing the Risk Calculator Questions
•Analyzing and Classifying Potential Changes
•Attaching a Backout Plan to a Change
About Risk
One of the key responsibilities of the Change Manager is to assess the risk of the change. Using the risk calculator, the Change Manager answers questions that determine the overall risk level for a specific change.
Before setting the risk level for a change, the Change Manager must set up the risk calculator.
About Risk Assessment
Effective change management involves assessing the risks involved with a change. You must determine the risk to the organization before authorizing a change. Any change has the potential for risk. The type of change plays a role in the type of risk assessment. A standard change, involving a single user, has a lower potential for risk than a significant change, involving a number of users. Risk assessment should be considered for:
•A single change.
•A group of changes implemented at the same time.
•Impact and conflicts to other scheduled changes and releases.
Risk assessment includes:
•Identifying high-impact, high-risk configuration items that could affect other configuration items and services in the organization.
•Analyzing the priority and value of the proposed change to IT.
•Analyzing the priority and value of the proposed change to the business.
•Weighing the business or organizational risk to the value of the change.
About Risk Calculation
The system uses a survey dedicated to changes to assess the risk of a change by creating numerical data or quantitative analysis of the risk, or assessing the risk based on qualitative assessment of the risk and associating a number with that qualitative assessment.
You can configure questions that, when answered, determine the level of total risk associated with each change. Each question can have multiple answers to choose from. Each answer is assigned a specific number associated with risk analysis. If a change has five questions for example, and each question has two or more possible answers associated with it, the numerical equivalent of the answers are then totaled in order to provide a total numerical risk analysis to the change. This total risk analysis figure is helpful in determining the ultimate approval, denial, deferment, or cancellation of the change.
About the Risk Level Survey
Change Managers can create a survey for each change to help determine the risk level. You can change your answers and immediately see how the risk level is affected.
Adding a Risk Level
The default risk levels are:
|
Risk Level |
Weight |
|
Low |
0-33 |
|
Medium |
34-66 |
|
High |
67-100 |
You can modify these or add more levels.
1.Log in to the application as a Change Manager.
2.Open the Risk Level workspace.
3.Click New. The system displays the Risk Level workspace.
4.Enter information into the fields.
| Field | Description |
|---|---|
| Risk Level | A unique name for the risk level. |
|
Min Point |
The minimum number of points that can be awarded for this risk level. Adjust the values in the other risk level records accordingly. For example, for a medium-high risk level, you might want to enter a minimum value of 70. However, if the medium risk level maximum is 66 and the high risk level minimum is 67, then you need to adjust the values in both these records to accommodate the new risk level. |
|
Max Point |
The maximum number of points that can be awarded for this risk level. Adjust the values in the other risk level records accordingly. |
| Sort Order | The numeric order of importance this level appears in the list. Adjust the sort order values in the other risk level records accordingly. For example, for a med high risk level, you might want to enter a sort order of 3. However, the high risk sort order is 3. You then need to adjust the sort order to 4 in the high record to accommodate the new risk level. |
5.Click Save.
Modifying the Risk Level Survey
The risk level survey appears in all change records, regardless of state. The system provides a list of survey questions and answers, but you can add, delete, or modify these to accommodate your organization.
1.Log in to the application as a Change Manager.
2.Open the Risk Calculator workspace. The system displays a list of default questions.
3.Click Add question. The system displays a blank line at the bottom of the list of questions.
4.Add a new question by doing the following:
| a. | Double-click the line under the Question header. |
| b. | Enter a question. |
| c. | Double-click the line under the Points header. |
| d. | Assign a points value to the question. A higher number gives the question more weight. To give equal weight to all questions, assign each question the same number of points. The points range is automatically reflected in the Risk Level pane. |
5.Do one of the following:
•On the bottom pane, click Add Answer.
•Next to a question, click the add answer icon 
.
The system displays a blank line at the bottom in the Answers area.
6.Add a new answer by doing the following:
| a. | Double-click the line under the Answer header. |
| b. | Enter an answer. |
| c. | Double-click the line under the Weights (%) header. |
| d. | Assign a weight to the question. A higher number increases the risk level, whereas a lower number decreases the risk level. Zero does not affect the risk level. |
7.Repeat to add more answers to the question.
8.Optional. Check Default to assign an answer as the default for the question.
9.Click Save.
10.Repeat steps 3 to 9 to add questions and answers to the risk level survey.
11.To remove a question from the list, click the delete icon 
next to the question.
The system displays the number of answers associated with a specific question under the Answers column on the same row as the question.
About the Risk Level Pane
1.Log in to the application as a Change Manager.
2.Open the Risk Calculator workspace. The system displays a list of questions on the left and the Risk level pane on the right.
3.To modify the range, click in the Low, Medium, or High fields in the Risk Level pane. The system displays the Total Points field, showing the total from the Points column.
Setting the Risk Level
1.Log in to the application as a Change Manager.
2.Open the Change workspace.
3.Open a change.
4.Click the Risk Level tab.
5.Answer the questions.
6.Click Save. The system automatically adjusts the risk level meter based on your answers.
Localizing the Risk Calculator Questions
The English value is shown by default, and appears when there is no localized content. When localized content is added, the first language used becomes the default.
To add localized content, do the following:
1.Have your administrator set the language in Service Manager.
2.Log in to the application as a Change Manager.
3.Open the Risk Calculator workspace.
4.Enter the content in your chosen language.
5.Click Save.
6.Repeat this process to add content in other languages.
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