Accept an improvement

Accept and assign a new improvement request so it can be assessed for approval. You can reject the improvement request if it does not align with company strategic objectives.

Before you begin

Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator

About this task

Figure 1. Continual Improvement Management

Precondition: Improvement Requester created an improvement request.

Procedure

1. Identify the new improvement request.
   1. Navigate to Continual Improvement > Open.
   2. In the Improvement Register list, open an improvement in the New state.
2. Align the improvement request with company strategic objectives, and assign an Improvement Coordinator.
   1. On the Improvement Initiative form, unlock the Strategies field to access your company strategic objectives, then click the lookup list.
   2. Select the enterprise strategy aligned with the improvement request.
      Note:

      Only the Improvement Manager can create a strategy.
   3. Click the CIM Coordinator lookup list and select an Improvement Coordinator to manage the improvement.
3. Complete the fields for business service, business process, priority, effort estimate, benefits, and why this improvement is important.
4. In the header bar, click Accept to progress the improvement request to the Assess state.
   Improvement Coordinator is notified of assignment.
5. Complete the content in the Goals, Details, and Schedule tabs on the Improvement Initiative form.

Accept 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 acceptance process, the Improvement Manager determined that KPI performance improvement aligned with the Automation/Effort Reduction strategic objective, assigned the Improvement Coordinator that drives KPI improvements, and accepted the improvement request.

Table 1. Improvement Initiative form

Field	Value
Number	CIM0000135 (set internally)
Business service	IT Services
Business Process	Incident Management
CIM Coordinator	Adela Cervantsz
Approver Group	CIM Approvers
Strategies	Automation/Effort Reduction
State	Accepted
Priority	4 - Low
Effort estimate	Medium
Benefits	High
Percent complete	0
Short description	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.

Table 2. Goals tab

Field	Value
Success measurement method	Automated: PA Indicator
Improvement KPI	Average close time of incidents
Breakdown	--
Aggregation	--
Base value	100
Percentage improvement	25
Target value	75
Target review date	2018-06-30
Expected outcomes	Improvement in average time to resolve an incident.

Table 3. Details tab

Field	Value
Requested for	Mabel Weeden
Type	Process
Watch list	--

Table 4. Schedule tab

Field	Value
Planned start date	2018-03-18
Planned end date	2018-06-19
Actual start date	2018-03-11
Actual end date	--

Table 5. Notes tab

Field	Value
Additional comments (Customer visible)	--
Work notes	--

Related reference

• Improvement field descriptions