ServiceNow Smart Assessment Engine

Bazzi Consulting’s Learnings

Over the course of 2025, Bazzi Consulting supported multiple customers in implementing the latest capabilities of the ServiceNow Risk and Compliance module. One of the most prominent new features introduced this year is the Smart Assessment Engine — a powerful enhancement that represents a strategic shift in how assessments are managed across the Integrated Risk Management (IRM) Suite.

This new capability unifies and standardizes assessment processes that were previously siloed across modules such as Third-Party Risk Management, Business Continuity, Control Attestations and Testing, and Privacy Assessments. It marks a significant step forward in ServiceNow’s move toward intelligent automation, reusability, and scalability in assessment management.

Across three distinct implementation projects, the Bazzi Consulting team has gathered valuable insights into both the possibilities and limitations of the Smart Assessment Engine. Our key takeaway: Customers should avoid customizing the out-of-the-box configuration and user interface. The Smart Assessment Engine is built with flexibility and scalability in mind — customizing its core design introduces unnecessary complexity, reduces maintainability, and risks breaking compatibility with future releases.

• First Learning: Verify all required plugins are installed
  While this may sound basic, the Smart Assessment Engine depends on multiple plugins available on the ServiceNow Store. In our initial implementations, certain features appeared to be missing even after activating the main Smart Assessment Engine product. After detailed troubleshooting, we discovered that additional dependent plugins must be installed individually to unlock the full functionality. Ensuring all related plugins are active is therefore an essential first step.
  
• Second Learning: Avoid customizing the out-of-the-box user interface
  Customers often request layout changes to align with internal design preferences. However, the Smart Assessment Engine’s interface is built on a locked framework that cannot be modified without risking significant technical debt and future incompatibility. Instead of customization, we recommend leveraging configuration options and focusing on process alignment to maintain platform stability and upgradeability.
  
• Third Learning: Resolve access issues through official updates, not ACL customizations
  During User Acceptance Tests, users initially were not able to see their tasks, as an error message was showing in relation to the „quey_ranges“. While one customer opted for customizing their Access Control Lists to solve the issue, we were able to avoid customizations for the other two customers by reaching out directly to the ServiceNow product team. Consequently, updating the Smart Assessment Engine plugins to a later version solved the issue.
  
• Fourth Learning: Understand the data model and prepare for future expansion
  The underlying table structure of the Smart Assessment Engine suggests that ServiceNow is planning future enhancements. For instance, the task assignee tables already include fields for different personas, such as reviewers or approvers, indicating potential upcoming role-based functionalities. Additionally, reporting and notifications require a clear understanding of this new data model, as it differs from previous assessment approaches.

As demonstrated through multiple implementations, Bazzi Consulting has developed deep expertise in the Smart Assessment Engine and its integration within the broader IRM suite. Our team is ready to help you leverage these new capabilities to streamline your processes, strengthen compliance, and maximize your ServiceNow investment.