ServiceNow's CIM framework provides a structured approach to identify areas for improvement and seamlessly initiate, track, and measure those improvements. Implementing CIM within ServiceNow can lead to enhanced data-driven decision-making and strategic alignment of IT services with organizational objectives.
Plugin: Continual Improvement Management (com.sn_cim) plugin, Separate subscription required
Roles :
| Name | Description |
| Improvement Manager: sn_cim.improvement_manager | Responsible for the acceptance, assignment & monitoring of the overall progress of all the improvements. |
| Improvement Coordinator: sn_cim.improvement_coordinator | Responsible only for the improvement assigned to them. Can perform all functions for the assignment improvement excluding deletion of improvement and enterprise strategy creation. |
| Improvement Requester: sn_cim.improvement_requester | Can propose the initiatives. |
Improvement Process :
The overall improvement process can be divided into 3 main functions :
- Requesting Improvements: The improvement Requester identifies & creates the request as the opportunities from within different applications like ITSM, Surveys, PA, Idea portal, etc.
- Implementing improvements: The improvement Manager reviews the improvements, accepts, and assigns improvements to an Improvement Coordinator for implementation.
The improvement Coordinator along with the Improvement manager, creates phases and tasks to complete the improvement. The Improvement Coordinator also meets with task owners to ensure that they are on track to meet the deadline.
- Monitor Improvement: The improvement Manager reviews the improvement for closure, and uses the dashboard reports to measure the status and success of the request.
Continual Improvement Management Improvement Workbench shows tile and list views of improvements in progress, as well as listings under review, and in the backlog to help you plan your sprint
Improvement State
| Process flow | Role | Description | Next action |
|---|---|---|---|
| Create Improvement Initiative | Improvement Requester | The need is determined for an improvement and an improvement request is created. |
Click Submit. Required: Short Description |
| New | Improvement Manager | Acceptance is determined by verifying that the improvement objective aligns to a company strategic objective, and an Improvement Coordinator is assigned. |
Click Accept |
| Accepted | Improvement Manager | Other attributes are set and the improvement request is ready to be assessed for approval (by Approver group members). |
Click Assess. (Waiting for approval) Approver group members are notified. Required: Approver Group |
| Assess | CIM approver
(member of the Approver group) |
The improvement attributes are assessed for approval from the Approvers-related list. |
Click Approved. |
| Approved | Improvement Manager or Improvement Coordinator | The improvement Coordinator and Improvement Manager work together to determine what is needed to ready the improvement for implementation. |
Click Implement.
|
| Implement | Improvement Coordinator | Implementation of the improvement begins with the assigned task owners.
|
Click Review if the implementation is complete.
|
| On Hold | Improvement Manager or Improvement Coordinator | Implementation for the improvement has halted (On Hold state) but the process flow remains in implementation. |
Click Implement to continue the process. Click Close if no further work will be done. |
| Review | Improvement Manager | The improvement attributes are reviewed for completeness and efficacy for closure. |
Click Close.
|
Note: You can enable/disable the approvals process from property "sn_cim.need_approval", by default approval is activate in the improvement process.
Benefits of CIM implementation
Implementing CIM effectively in ServiceNow can lead to heaps of advantages for organizations including :
- Enhanced Service Quality: CIM results in consistently high service quality.
- Increased Efficiency: Automation and streamlined workflows lead to efficient processes and reduced operational costs.
- Cost Reduction: Fewer incidents and problems translate to lower support and operational costs.
- Improved Customer Satisfaction: High service quality and fewer disruptions lead to increased customer satisfaction.
- Strategic Alignment: CIM ensures that IT services align with business objectives, focusing on areas of strategic importance.
- Culture of Innovation: CIM fosters a culture of innovation, encouraging employees to propose and implement improvements.
ServiceNow's Continual Improvement Management is a powerful framework that enables organizations to embrace a culture of ongoing enhancement, data-driven decision-making, and strategic alignment.
