--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Overview # Continual Improvement Management overview {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Continual Improvement Management overview Continual Improvement Management (CIM) offers a centralized framework within ServiceNow to plan, implement, and monitor improvement initiatives across services, processes, and functions. It supports organizations in identifying improvement opportunities, setting measurable goals, and completing structured phases and tasks to achieve those goals. Show full answer Show less ## Initial Setup and Roles To begin using CIM, install the CIM plugin and configure it via the guided setup under Continual Improvement \> Administration. After activation, assign roles such as Improvement Manager, Improvement Coordinator, and Approver groups to users. These roles facilitate the workflow, which starts with an Improvement Requester submitting requests, followed by review, assignment, task creation, monitoring, and closure by Improvement Managers and Coordinators. ## Workflow of CIM Roles * **Improvement Requester:** Identifies and submits improvement requests. * **Improvement Manager:** Reviews, prioritizes, assigns tasks, monitors progress, and approves closure. * **Improvement Coordinator:** Implements improvements by creating phases and tasks, coordinating with task owners. ## Integration with ServiceNow Applications CIM integrates seamlessly with other ServiceNow applications, enabling creation of improvement initiatives directly from these apps, and vice versa. This integration supports a unified approach to managing improvements across different processes and services. ## Domain Separation CIM supports domain separation out-of-the-box, allowing improvements to be managed within specific domains or globally. This capability ensures data, logic, and process separation, providing granular control over user access and visibility for multi-domain environments. ## Continual Improvement Workbench The Continual Improvement Workbench offers a flexible, consolidated user interface for planning, approving, monitoring, and reviewing improvement initiatives. It supports both tile and list views to accommodate different user preferences for managing improvements. Continual Improvement Management (CIM) enables you to initiate improvement opportunities within your organization by providing a centralized framework for planning, implementing, and monitoring improvement initiatives. The following video gives you an overview of Continual Improvement Management application. Use Continual Improvement Management to implement service, process, and function improvements. An improvement initiative contains goals to measure success, and phases that contain tasks with specific actions to complete the improvement. {#get-started-cim__CIMdescription} ## Initial CIM setup {#get-started-cim__section_yd5_4s1_zcb} Install the CIM plugin. For more information, see [Install Continual Improvement Management](https://www.servicenow.com/docs/1b3DYhievlN8ZEFiU3MHTw "Install the Continual Improvement Management plugin from ServiceNow Application Manager after purchasing a subscription."). To use guided setup to configure CIM, navigate to Continual ImprovementAdministrationGuided Setup and select Configure in the Request CIM section. Once CIM is activated, assign user roles and groups. * Improvement Manager * Improvement Coordinator * Approver group membership (CIM Approvers, default is empty) {#get-started-cim__ul_ny2_h2j_1gc} For more information, see [Assign a role to a user](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). Use the [Continual Improvement Workbench](https://www.servicenow.com/docs/2oc64xLCXtvPwm0gUR6Lag "Monitor and plan improvements using the Continual Improvement Workbench that displays improvements in progress, under review, and in the backlog to help you plan your sprint.") to plan and manage improvements. Both tile and list views are supported. ## Workflow of CIM roles {#get-started-cim__section_j4h_2zj_4cb} The workflow of improvements from an improvement request to final approval Continual Improvement Management involves various responsibilities. 1. An Improvement Requester, such as a help desk manager, process owner, or ITIL user, recognizes the need for an improvement with the organization and submits an improvement request. 2. The Improvement Manager reviews the improvement, accepts it, and assigns it to an Improvement Coordinator for implementation. The Improvement Manager also runs prioritization meetings with Improvement Coordinators and uses the Continual Improvement workbench to monitor, manage, and plan overall progress of improvements. When all tasks are complete, the Improvement Manager reviews improvements for closure. 3. After the improvement request is assigned, 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 track progress and timely completion. {#get-started-cim__ol_mt5_1jb_1gc} For more information about CIM roles, see [Continual Improvement Management roles](https://www.servicenow.com/docs/uydFQpjjI8Gj8oEHx0jCZg "Roles are added with installation of Continual Improvement Management."). ## Integration with other applications {#get-started-cim__section_w2g_vjg_2db} CIM is integrated with other ServiceNow® applications to enable you to create improvements across various processes and services within the company. These integrations provide you a centralized framework to implement, manage, and monitor the progress and impact of improvements. You can create improvement initiatives from integrated applications and conversely, create records for integrated applications from improvement initiatives. For more information about the applications integrated with CIM, see [Applications integrated with Continual Improvement Management](https://www.servicenow.com/docs/m1vTATSCtuhO05ebMnXfjg "CIM provides integrations with other ServiceNow applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives."). ## Domain separation {#get-started-cim__section_ktw_btf_d2b} [Domain separation](https://www.servicenow.com/docs/h2Fy~RxIvN8g8n1HosNPvg "Domain separation in Continual Improvement Management is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.") capability is supported in Continual Improvement Management with no setup or configuration required. You can create improvements separately in a specific domain, or in the global domain. * **[Domain separation and Continual Improvement Management](https://www.servicenow.com/docs/h2Fy~RxIvN8g8n1HosNPvg)** Domain separation in Continual Improvement Management is configured to apply to all features of the application. Separation of data is configured along with separation of logic and process. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. * **[Applications integrated with Continual Improvement Management](https://www.servicenow.com/docs/m1vTATSCtuhO05ebMnXfjg)** CIM provides integrations with other ServiceNow® applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives. * **[Continual Improvement Workbench](https://www.servicenow.com/docs/JbHHq4oCiW1sF~zHWO~zMw)** The Continual Improvement Workbench provides a consolidated view to plan, approve, monitor, and review improvements using a flexible user interface. *[\>]: and then