Prepare an improvement
Create CIM phases and tasks to implement an approved improvement. The Improvement Coordinator works with the Improvement Manager to plan implementation and track progress.
Before you begin
- Improvement Requester created the improvement request.
- Improvement Manager accepted and assigned the improvement request.
- Approver group member assessed and approved the improvement.
Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator
Procedure
Implement improvement
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).
- Configured default CIM Phase 1 (added two CIM tasks), and created CIM Phase 2 (added two CIM tasks).
- Created a Change Management application task record (CHG0030001) associated with CIM Task 2 using the Create Change related link, and set the change record attributes.
- Added four KPIs to the Impacted KPIs tab to monitor with the improvement.
Improvement Coordinator met with CIM task owners regularly to oversee status and monitor work completed, and set the improvement status to review after all implementation was complete.
| Field | Value |
|---|---|
| Number | CIMT0000116 (assigned internally) |
| Parent | CIM0000135 |
| Percent complete | 0 |
| Planned end date | 2018-06-19 |
| Actual end date | -- |
| Short description | Resolved incident and reassigned count improvements |
| CIM Task 1 | |
| Number | CIMT0000118 (assigned internally) |
| Parent | CIMT0000116 |
| Configuration item | -- |
| Active | (Selected) |
| Implementing task | -- |
| Assigned to | Bernard Laboy |
| Improvement register | CIM0000135 |
| Priority | 4 - Low |
| State | Open |
| Planned end date | 2018-06-19 |
| Short description | Improve % of incidents resolved by first assigned group by using self service and more automation |
| Work notes | -- |
| CIM Task 2 | |
| Number | CIMT0000119 (assigned internally) |
| Parent | CIMT0000116 |
| Configuration item | -- |
| Active | (Selected) |
| Implementing Task | CHG0030001 |
| Assigned to | Change Manager |
| Improvement register | CIM0000135 |
| Priority | 4 - Low |
| State | Open |
| Planned end date | 2018-06-19 |
| Short description | Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models |
| Work notes | -- |
| Field | Value |
|---|---|
| Number | CIMT0000120 |
| Parent | CIM0000135 |
| Percent complete | 0 |
| Planned end date | 2018-06-19 |
| Actual end date | -- |
| Short description | Knowledge improvements and self-service improvements |
| CIM Task 1 | |
| Number | CIMT0000121 (assigned internally) |
| Parent | CIMT0000120 |
| Configuration item | -- |
| Active | (Selected) |
| Implementing task | -- |
| Assigned to | David Loo |
| Improvement register | CIM0000135 |
| Priority | 4 - Low |
| State | Open |
| Planned end date | 2018-06-19 |
| Short description | Add new KB articles for common issues |
| Work notes | -- |
| CIM Task 2 | |
| Number | CIMT0000123 (assigned internally) |
| Parent | CIMT0000120 |
| Configuration item | -- |
| Active | (Selected) |
| Implementing task | -- |
| Assigned to | Adela Cervantsz |
| Improvement register | CIM0000135 |
| Priority | 4 - Low |
| State | Open |
| Planned end date | 2018-06-19 |
| Short description | Provide training and enablement training for new apps |
| Work notes | -- |
| Field | Value |
|---|---|
| Number | CHG0030001 (set internally) |
| Requested by | Improvement Manager |
| Configuration item | -- |
| Planned start date | 2018-03-18 |
| Planned end date | 2018-06-19 |
| Type | Normal |
| State | New |
| Priority | 4 - Low |
| Impact | 3 - Low |
| Risk | Moderate |
| Short description | Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models. |
| Description | -- |
| Field | Value |
|---|---|
| Impacted KPI |
|