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Freshservice for MSP TABLE OF CONTENTS
The following documentation explains the computation logic used to determine risk profiles, survey results, and the cumulative risk scores within the change risk assessment framework.
Risk Profile scoring computation
This section describes the step-by-step process used to calculate the automated risk score for change requests. The algorithm evaluates change parameters against predefined policies and rules to provide a standardized risk assessment.
Initiation and policy selection
The scoring process is triggered automatically whenever a change request is created or updated, provided it meets specific policy conditions.
Policy evaluation: The system evaluates Risk Policies in a top-down priority order.
Selection: It selects the first Risk Policy that matches the conditions of the change request.
Fallback: If no specific policy matches, the system defaults to Basic Risk Awareness.
Risk Profile mapping: Once a policy is identified, the system uses the specific Risk Profile mapped to that policy for all subsequent calculations.
Scoring logic: Rules and parameters
For every parameter defined in the selected Risk Profile (for example, Impact, Planned Start Date), the system follows a specific numeric conversion process:
Rule sorting
Scoring rules for each parameter are sorted in descending order by their score value (for example, 10 down to 0). If rules share the same score, they retain their configured order.
Evaluation process
Match search: The system compares the change request’s parameter value against the sorted rules.
Stop condition: It checks rules sequentially and stops immediately once a match is found.
Assign score: The score of the first matching rule becomes the Parameter Score.
Default: If no rules match, the Parameter Score is set to 0.
Maximum score: The highest possible score in the sorted list for that parameter is recorded as the Maximum Score.
Final Risk Profile score calculation
The final score is expressed as a percentage. The calculation method depends on whether weights are assigned to the parameters.
Method A: Without weights
The score is calculated by dividing the total earned points by the total possible points.
Method B: With weights
If weights are configured, the system first determines Weighted Parameter Scores (Score × Weight) and Weighted Maximum Scores (Max Score × Weight).
Calculation example
The following tables demonstrate how a change request is scored based on specific rules and values.
Sample change request data
Comparison of scoring results
Risk Survey scoring computation
This section provides a comprehensive overview of the scoring algorithm used to calculate risk profiles for change requests. The process involves evaluating specific risk policies, identifying applicable surveys, and calculating scores based on response rules and optional weighting.
Scoring workflow
The risk calculation follows a structured sequence to ensure every change request is evaluated against the correct criteria.
Start calculation: Triggered automatically when a change request is created or updated.
Identify the risk policy: Policies are evaluated in a top-down priority order. The system selects the first policy that matches the change request conditions. If no match is found, the "Basic Risk Awareness" policy is used.
Identify the risk survey: The system retrieves the specific survey mapped to the identified policy.
Fetch parameters and rules: All questions and their associated scoring rules within the selected survey are retrieved.
Convert responses to numeric scores
Each question in a survey is processed individually to determine its contribution to the overall risk score.
Sort and evaluate
Sort scoring rules: Rules are sorted in descending order by score (for example, 10 to 0). If scores are identical, the configured order is maintained.
Determine maximum score: The highest possible score for a question is established by the first rule in the sorted list.
Evaluate rules: The system compares the user's response against the first rule. If no match is found, it continues through the sorted list until a match is found or all rules are exhausted.
Assign scores
Question score: The score from the first matching rule is assigned.
Default score: If no rules match the response, the question score defaults to 0.
Calculation methodology
The final Risk Survey score is expressed as a percentage.
Calculation without weights
When weights are not configured, the formula is:
Calculation with weights
If weights are defined for parameters, the system first calculates weighted values:
Weighted Question Score: Question Score x Weight
Weighted Maximum Score: Maximum Score x Weight
The formula for the weighted score is:
Example scenarios
The following examples demonstrate how responses are converted into a final risk percentage.
Sample question configuration
Example 1: Calculation without weights
In this scenario, the user responded "All staff available," "Neutral," and "No".
Final score: (15 / 28) x 100 = 53.57
Example 2: Calculation with weights
Using the same responses but applying specific weights to each question.
Final score: (500 / 730) x 100 = 68.49
Overall risk score computation
The overall risk score is determined using a weighted average method that balances two primary inputs: the Risk Profile score and the Risk Survey score. This methodology ensures that different risk factors are prioritized according to organizational policy.
Step 1: Identify base scores
The calculation begins by identifying the two core metrics:
Risk Profile score: The computed score based on the entity's profile.
Risk Survey score: The score derived from completed risk assessments or surveys.
Example: > * Risk profile score = 75 * Risk survey score = 60
Step 2: Determine weightage
Assign weightage to each score based on current organizational policy. The combined weightage of both factors must always total 100.
Risk Profile weightage: The percentage of importance assigned to the profile.
Risk Survey weightage: The percentage of importance assigned to the survey.
Example: > * Risk profile weightage = 70 * Risk survey weightage = 30
Step 3: Calculation process
To reach the final result, the weighted scores are computed individually before being combined.
Compute weighted Risk Profile score
Multiply the risk profile score by its assigned weightage.
Formula: Risk Profile Score x Risk Profile Weightage
Example: 75 x 70 = 5250
Compute weighted Risk Survey score
Multiply the risk survey score by its assigned weightage.
Formula: Risk Survey Score x Risk Survey Weightage
Example: 60 x 30 = 1800
Compute overall risk score
Add the two weighted scores together and divide by 100.
Formula: (Weighted Risk Profile score + Weighted Risk Survey score) / 100
Example: (5250 + 1800) / 100 = 70.5
Step 4: Finalization and mapping
The final computed score is mapped to a risk level (Low, Medium, High, Very High) and over-rides the risk level in the default “Risk” field.