Service Manager Assessments

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Introduction The Service Manager Assessments provides a method of creating assessments to help with decision making for the selection of Impact on a request.

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Types

There is currently a single type of assessment provided with Service Manager. This is the Impact Assessment. The Type configuration for Impact is provided only for the purpose of translations to other languages. In the future additional types of assessments will be added to this feature.

Assessments

Assessments are a collection of questions that can be created and presented in the user interface to determine impact levels of a request. Multiple assessments can be created and then each assessment individually used within a BPM workflow and presented to a user at an appropriate time in the process.

Questions

One or more questions can be created for each assessment. Each question can have multiple answers defined and will allow the user to select one of the provided answers when running through the assessment.

Answers

Each Question requires one or answers. Answers are presented to a user as a list of single select radio buttons, only allowing one answer to be selected per question. Each answer provides a Weight Level. This is a value that will be used at the end of the assessment to determine the Impact Level to be applied. The weight levels for all the selected answers are totaled up and the Thresholds are then used to determine the Impact Level.

• Answer

Write an answer to the question that you have provided.

• Weight

Enter a numerical value that will represent the weight level for this answer.

Thresholds

The Thresholds determine which Impact Level is set against a request. This is based on an lower and upper limit for each Impact Level where the numbers are calculated against the total value of all the weighting level of all the answered questions.

• Impact Level

The available Impact Levels that have been defined will be available as part of the Thresholds. Additional Impact Levels can be added from the Impact Level option.

• Lower Limit

The lower limit specifies that this Impact Level will be applied if the total of the weighting from all the answers are above this number but below the upper limit.

• Upper Limit

The upper limit specifies that this Impact Level will be applied if the total of the weighting from all the answers are below this number but above the lower limit.

• Auto-set

Provided that there is more than one answer to one or more questions where a weighting level has been specified, clicking on the Auto-set button will equally divide up the lowest possible limit with the highest possible limit across the different available impact levels. Depending on the number of answers that have been defined with a weight value, the results of an Auto-set may still need to be adjusted so that there is no overlap between Impact Levels.