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Implement an improvement

Implement an improvement

Once the improvement is approved, create or update CIM tasks, create CIM phases, and identify impacted KPIs, if applicable, during the implementation process. The Improvement Coordinator for the improvement works with the Improvement Manager to plan implementation.

Before you begin

Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator

About this task

Implement process flowCreate improvement initiativeAccept improvement initiativeAssess improvement initiativeApprove improvement initiativeReivew improvement initiativeClose improvement initiative
Preconditions:
  • Improvement Requester created the improvement request.
  • Improvement Manager accepted and assigned the improvement request.
  • Approver group member assessed and approved the improvement.

Procedure

  1. Determine phases and tasks needed for the improvement.
    Improvement Manager and Improvement Coordinator meet to determine the tasks required to complete the improvement, and whether multiple phases are required.
  2. Set up CIM phases to track CIM tasks.
    1. Navigate to Continual Improvement > Open and open the improvement in the Implement state.
    2. In the CIM Phases related list, open the default CIM phase automatically created for the improvement, and fill in the description and planned end date.
    3. To add another phase, in the CIM Phases related list, click New.
  3. Create and assign CIM tasks required to complete the improvement for each CIM phase.
    1. In the CIM Phases related list, open a CIM phase.
    2. In the CIM Tasks related list, click New to create a CIM task.
    3. Set the CIM task attributes, including assignment, priority, state, planned end date, and short description.
  4. To create a separate application task for an integrated application, click the related link for that application task.
  5. To monitor a KPI with the improvement, add a record to the Impacted KPIs tab.
  6. Meet with CIM task owners to oversee status, monitor work completed, add or update tasks and phases, and track overall progress of the improvement to completion.
    1. Oversee the progress of CIM tasks with task owners on a regular basis until all tasks are presented as complete.
    2. On the Improvement Initiative form, verify that all tasks in the CIM Tasks related list are Closed Complete.
    3. On the Improvement Initiative form, verify that all phases in the CIM Phases related list are 100% complete.
  7. Click Review in the header bar to request the improvement be reviewed by the Improvement Manager for closure.

Implement improvement

In the process of reviewing KPI performance in the Performance Analytics application, the incident manager noticed the Average time to resolve an incident KPI scorecard was too high (24 hours).

As part of the implementation process, the Improvement Manager and Improvement Coordinator determined the work required in the next three to six months to complete the improvement, with a target review date 3 months after start.
  • Configured default CIM Phase 1 (added two CIM tasks), and created CIM Phase 2 (added two CIM tasks).
  • Created a Change Management application task record (CHG0030001) associated with CIM Task 2 using the Create Change related link, and set the change record attributes.
  • Added four KPIs to the Impacted KPIs tab to monitor with the improvement.

Improvement Coordinator met with CIM task owners regularly to oversee status and monitor work completed, and set the improvement status to review after all implementation was complete.

Table 1. CIM Phase 1: CIM Tasks 1 and 2
Field Value
Number CIMT0000116 (assigned internally)
Parent CIM0000135
Percent complete 0
Planned end date 2018-06-19
Actual end date --
Short Description Resolved incident and reassigned count improvements
CIM Task 1
Number CIMT0000118 (assigned internally)
Parent CIMT0000116
Configuration item --
Active (Selected)
Implementing Task --
Assigned to Bernard Laboy
Improvement Register CIM0000135
Priority 4 - Low
State Open
Planned end date 2018-06-19
Short Description Improve % of incidents resolved by first assigned group by using self service and more automation
Work notes --
CIM Task 2
Number CIMT0000119 (assigned internally)
Parent CIMT0000116
Configuration item --
Active (Selected)
Implementing Task CHG0030001
Assigned to Change Manager
Improvement Register CIM0000135
Priority 4 - Low
State Open
Planned end date 2018-06-19
Short Description Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models
Work notes --
Table 2. CIM Phase 2: CIM Tasks 1 and 2
Field Value
Number CIMT0000120
Parent CIM0000135
Percent complete 0
Planned end date 2018-06-19
Actual end date --
Short Description Knowledge improvements and self-service improvements
CIM Task 1
Number CIMT0000121 (assigned internally)
Parent CIMT0000120
Configuration item --
Active (Selected)
Implementing Task --
Assigned to David Loo
Improvement Register CIM0000135
Priority 4 - Low
State Open
Planned end date 2018-06-19
Short Description Add new KB articles for common issues
Work notes --
CIM Task 2
Number CIMT0000123 (assigned internally)
Parent CIMT0000120
Configuration item --
Active (Selected)
Implementing Task --
Assigned to Adela Cervantsz
Improvement Register CIM0000135
Priority 4 - Low
State Open
Planned end date 2018-06-19
Short Description Provide training and enablement training for new apps
Work notes --
Table 3. Change Request form
Field Value
Number CHG0030001 (set internally)
Requested by Improvement Manager
Configuration item --
Planned start date 2018-03-18
Planned end date 2018-06-19
Type Normal
State New
Priority 4 - Low
Impact 3 - Low
Risk Moderate
Short description Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models.
Description --
Table 4. Impacted KPIs related list
Field Value
Impacted KPI
  • % of incidents resolved by first assigned group
  • % of incidents resolved on same day opened
  • % of incidents resolved without reassignment
  • Average age open incidents