ITSM and Continual Improvement Management

[RZim]

Question in reference to Continual Improvement Management (CIM) and Creating a New Initiative or a new Coaching Assessment.

After installing CIM on ITSM Professional Instance along with Performance Analytics Content Packs for ITSM, we have come across the following observation in relation to being able to 

- Create and New Improvement Initiative

- Create a Coaching Assessment

There seems to be some odd differences on what is available and what is not available, and we are hoping that someone knows how to configure the systems properly to allow the two items above across the platform regardless of whether you access from straight Incident, Problem, Change, or Request or these options via Service Operations Workspace (SOW).  We prefer that our Service Desk Agents and Tier 2 and above staff to work from SOW, but with these discrepancies it makes it a bit hard.   We are also fully aware that under CIM we can create New Initiative for anything, but prefer to allow our staff to create New Initiatives or Coaching Assessment opportunities from within SOW.

• From the following features individually:
  • Incident:
    • Creating a New Initiative is available
    • Creating a Coaching Assessment is not available
  • Problem:
    • Creating a New Initiative is available
    • Creating a Coaching Assessment is not available
  • Change:
    • Creating a New Initiative is available
    • Creating a Coaching Assessment is not available
  • Request:
    • Creating a New Initiative is not available
    • Creating a Coaching Assessment is not available
• From Service Operations Workspace:
  • Incident:
    • Creating a New Initiative is not available
    • Creating a Coaching Assessment is available
  • Problem:
    • Creating a New Initiative is not available
    • Creating a Coaching Assessment is available
  • Change:
    • Creating a New Initiative is not available
    • Creating a Coaching Assessment is available
  • Request:
    • Creating a New Initiative is not available
    • Creating a Coaching Assessment is available