Continual Improvement Management release notes

The ServiceNow® Continual Improvement Management application enables organizations to plan and implement service, process, and function improvements proactively. Continual Improvement Management was enhanced and updated in the Zurich release.

Continual Improvement Management highlights for the Zurich release

• Plan, implement, and monitor improvement initiatives created from different ServiceNow® product workflows including IT Service Management, Customer Service Management, and HR Service Delivery without any ITIL role-related restrictions.
• Measure the success of improvement initiatives and the value achieved to identify more opportunities for continuous improvement.

See Continual Improvement Management for more information.

New in the Zurich release

CIM roles

Implement and monitor improvement initiatives as a Continual Improvement Management (CIM) coordinator or manager without any ITIL role-related restrictions.

Applications integrated with Continual Improvement Management

As a CIM manager or coordinator, create change records from CIM tasks. If you have not been assigned the required ITIL or change_write roles, contact your system administrator.

UI changes

Coral theme

Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

Activation information

The Continual Improvement Management (com.sn_cim) plugin is available with ITSM Professional, CSM Professional, and HR Service Delivery Professional subscriptions only. Contact your ServiceNow account manager to purchase a subscription and activate the plugin. You can also install the CIM plugin from ServiceNow Application Manager after purchasing a subscription.

Localization information

Localization is applicable to CIM in all languages supported by the ServiceNow AI Platform.

Related ServiceNow applications and features

Create improvement initiatives from the following applications, and use CIM to monitor progress and measure the success of these improvements:

• Change Management

  You can also change records from CIM tasks.

• You can also create coaching opportunities from CIM tasks.

• Configuration Management
• Customer Service Management
• Demand Management

  You can also create demand records from improvement initiative records. Implement and manage the demand by using Demand Management.

• Governance, Risk, and Compliance (GRC)
• Incident Management
• Idea Portal
• Knowledge Management

  You can also create knowledge base article records from CIM tasks.

• Problem Management
• Project Management

  You can also create project records from improvement initiatives.

• Process Mining
• Survey Management
• Vendor Management Workspace