The Risk thresholds in the Risk Criteria Matrix (default values) do not line up with company needs. What should you do?

The ServiceNow platform is designed to be configured to an organization's specific processes and frameworks. If the default risk criteria, which determine the values and thresholds in the risk heat map (matrix), do not align with the company's needs, the correct action is to configure them. This involves modifying the impact and likelihood values and the resulting risk rating definitions to match the company's established risk management framework. Forcing the company to adapt to default tool settings is contrary to implementation best practices.

B. A risk framework should be applied consistently. Selectively applying default values to certain risks undermines the integrity of the risk management process.
C. Demonstrating scenarios is a valid activity, but the primary action when defaults are incorrect is to configure them, not just demonstrate the incorrect values.
D. The technology platform should support the business process, not dictate it. The company's risk approach should not be changed simply to fit default software settings.

1. ServiceNow Product Documentation. (2024). Configure risk criteria and risk ratings. ServiceNow. This page provides detailed instructions on how to "create and edit risk criteria, such as impact and likelihood, and define how they are used to calculate a risk rating," confirming this is the intended administrative action.