This gives an overview of how you can take Problem Mgmt to the next level by handing off to the Continual Improvement Process in ServiceNow.
The idea..
Reactive Problems:
Stem from incidents that already occurred, impact was already felt. Generally, if you choose to investigate the focus is to “Fix how it happened” for this particular scenario or reason.
Proactive Problems:
Stem from looking at trends or analysis of events , incidents..etc. Where you want to remediate before an incident occurs so there is no impact. If you choose to investigate the focus is to “Fix what could happened” for this particular scenario or reason.
Where Continual Improvement comes in…
The key thing is after you complete your investigation and you mitigate and remediate. You do so for that “particular scenario and reason”, not for all. Other wise your problems will stay open for every reason under the sun that you find. Handing off to the Continual Improvement process allows you to “Fix why it happened” for all scenarios, plus you bought your self time to do so !
CIM Flow...
What Continual Improvement In ServiceNow provides..
- Track ongoing improvements from theory to reality in a single system of action, with a set framework.
- Improve skills with built-in coaching—offer guidance and training at critical moments, in real time.
- Connect process improvements to your overall business strategy and measure progress against KPIs
- Plan, prioritize, and monitor improvement initiatives easily with a context-rich visual ROI dashboard.
- Get a single view into all improvements in progress, including opportunity details.
- Take steps to maximize enterprise-wide efficiency by integrating the Process Optimization app.
- Compare initiative progress and outcomes to expectations related to your overall business goals.
- Create opportunities in the apps you use daily, and automatically convert into records within CIM.
An improvement initiative can be created from these applications.
- Benchmarks
- Coaching
- Configuration Management Database (CMDB)
- Demand Management
- Governance, Risk, and Compliance (GRC)
- Idea Portal
- Incident Management
- Problem Management
- Process Optimization
- Survey Management
- Vendor Manager Workspace
