Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.
Versions
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store
Close

Continual Improvement Management overview

Continual Improvement Management overview

Once Continual Improvement Management is enabled, set up roles and groups, integration properties, then use the Continual Improvement Workbench and dashboard to monitor, plan, and measure improvement success.

Continual Improvement Management is used to implement service, process, and function improvements. An improvement initiative contains goals to measure success, and phases that contain tasks with specific actions to complete the improvement.

Use the Continual Improvement Workbench to plan and manage improvements. Both tile and list views are supported.

Use the Continual Improvements dashboard to show improvement progress and results in the form of statistics and charts using Performance Analytics.

Integration with other applications

As part of Continual Improvement Management integration with other applications, an improvement initiative can be created from within other applications and, conversely, records for other applications can be created from within an improvement initiative (or CIM task).

An improvement initiative can be created from these applications.
As part of an improvement initiative or CIM task, these records can be created.

Initial CIM setup

Once Continual Improvement Management has been enabled, set up the application by assigning user roles and groups, and configuring integration properties.
  • Assign user roles and groups.
    • Improvement Manager role
    • Improvement Coordinator role
    • Approver group membership (CIM Approvers, default is empty)
  • Configure properties for Continual Improvement Management integration with other applications.
    • List of applications from which an improvement initiative can be created
    • List of application task records that can be created from within an improvement initiative

Workflow of Continual Improvement Management roles

CIM roles

Improvement requests are submitted when an Improvement Requester, such as a help desk manager, process owner, or ITL user, for example, recognizes the need for an improvement anywhere within the company.

Once an improvement request is submitted, the Improvement Manager, who oversees all improvements, accepts and assigns it to an Improvement Coordinator for implementation. The Improvement Manager also runs prioritization meetings with Improvement Coordinators and uses the workbench to monitor, manage, and plan overall progress.

Once the improvement request is assigned, the Improvement Coordinator creates phases and tasks for the work needed to complete the improvement, in coordination with the Improvement Manager. The Improvement Coordinator also meets with task owners to ensure they are on track for the expected completion deadline.

When all work has been completed, the Improvement Manager reviews the improvement for closure, and uses dashboard reports to measure status and success.

Email notification

When an improvement is set to certain states or a target review date is breached, an email notification is sent.
Table 1. Email notification list
Improvement action Improvement Manager Improvement Coordinator Improvement Requester Watch list
Canceled No Yes Yes Yes
Approved Yes Yes No Yes
Closed Yes Yes Yes Yes
Target review date is breached Yes Yes No Yes

Domain separation

Domain separation capability is supported in Continual Improvement Management with no setup or configuration required.

You can create improvements separately in a specific domain, or in the global domain.