Create an improvement request for improvement opportunities you identify in your
environment. Once submitted, the improvement request is analyzed and implemented by the
Improvement Manager and Improvement Coordinator.
Role required: sn_cim.improvement_requester
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Identify an opportunity for improvement.
Any type of improvement identified in your company qualifies as the basis for
an improvement request. For example, KPI performance, customer satisfaction,
resources, processes, training, to name a few.
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Determine your improvement goal.
The improvement goal is the expected result to be achieved from the
improvement.
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Submit an improvement request.
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Navigate to .
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Fill in the short description and the business justification, and click
Submit.
The improvement request is created and set to
New for the Improvement Manager to accept or
reject based on alignment with strategic objectives.
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To track the status of your improvement request, navigate to .
Example: Create improvement request
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 improvement identification process, the incident manager analyzed the
KPI performance by comparing it with values from other companies using the
Benchmarks application, determined an improvement was needed, and set a target
goal.
Table 1. Improvement Initiative form
| Field |
Value |
| Number |
CIM0000135 (set internally) |
| Business service |
IT Services |
| Business process |
Incident Management |
| Short description |
(Required) Improve average time to resolve an incident by
25% |
| Business justification |
Average time to resolve an incident time is bad compared to
Industry average. I compared our value with global values from
companies in the same industry using the Benchmarks
application. |
| State |
New |
| Priority |
4 - Low (default) |
