Improvement integration with other applications

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 7 minutes to read

    • You can create an improvement request from within multiple integrated applications. You can also create many application tasks from within an improvement initiative. Set the Continual Improvement Management attributes property to determine which field values get copied to integrated application tasks.

    Set Continual Improvement Management properties for integration with other applications.

    As part of Continual Improvement Management integration with other applications, improvement requests can be created from within other applications and, conversely, records for other applications can be created from within an improvement initiative (or CIM task).

    Multiple tasks from outside integrated applications can be linked to a single improvement initiative (or CIM task), and multiple CIM tasks can be linked to a single integrated application task for maximum flexibility when creating improvements.

    An improvement initiative can be created from these applications.
    As part of an improvement initiative, these records can be created.
    As part of a CIM task, these records can be created:

    Integration property

    You can set field values that get copied to the improvement request when the improvement request is created from within another application.

    To access Continual Improvement Management properties, navigate to Continual Improvement > Administration > Properties.
    Note:
    System admin role is required to set Continual Improvement Management properties.
    Property Description

    List of attributes (comma-separated) that will be copied from the originating improvement initiative.

    sn_cim.initiative_copy_attributes
    Specifies the field values that are copied from the originating improvement initiative to the application task record (for example, demand, project, change record) created from the improvement initiative.
    • Short description (short_description)
    • Description (description)
    • Priority (priority)
    • CIM estimate (cim_estimate)
    • Benefit (benefit)
    • Assigned to (assigned_to)
    • Strategic objective (strategic_objective)
    • Business process (business_process)
    • Business service (business_service)
    • Approver group (approver_group)
    • Type (type)

    Create Improvement Initiative related link

    • Benchmarks
      When you create an improvement initiative from Benchmarks, the improvement is associated with the Benchmarks recommendation candidate, and the Benchmarks KPI is added to the improvement initiative.
      Benchmarks recommendation candidate Improvement initiative
      • Create Improvement Initiative related link is added.
      • Create Improvement Initiative related link is replaced by the CIM number related link once an improvement initiative is created.
      		 Benchmarks recommendation KPI is added to the Improvement KPI field on the Goals tab.
    • Coaching
      When you create an improvement initiative from Coaching, the Improvement Initiatives related list is added to the coaching opportunity, and the coaching opportunity details are added to the improvement initiative.
      Coaching opportunity Improvement initiative
      • Create Improvement Initiative related link is added.
      • Improvement Initiatives related list is added that contains the improvement initiative (CIM) record.
      		 Coaching opportunity record to which the improvement initiative is linked is added to the Source/Parent field in the Details tab.
    • Configuration Management Database (CMDB)
      When you create an improvement initiative from CMDB, the Improvement Initiatives related list is added to the task, and the Remediate Duplicate Task details are added to the improvement initiative.
      Remediate Duplicate Tasks record Improvement initiative
      • Create Improvement Initiative related link is added.
      • Improvement Initiatives related list is added that contains the improvement initiative (CIM) record.
      		 Remediate Duplicate Tasks record to which the improvement initiative is linked is added to the Source/Parent field in the Details tab.
    • Demand Management
      When you create an improvement initiative from Demand Management, the improvement initiative is associated with the demand record, and the demand details are added to the improvement initiative.
      Demand record Improvement initiative
      • Create Improvement Initiative related link is added.
      • Improvement initiative (CIM) record is set in the Improvement field.
      		 Demand record to which the improvement initiative is linked is added to the Source/Parent field in the Details tab.
      Note:
      When the improvement is closed, the demand record is set to complete.
    • Governance, Risk, and Compliance (GRC)
      When you create an improvement initiative from GRC, the improvement initiatives related list is added to the issue, and the issue details are added to the improvement initiative.
      Issue record Improvement initiative
      • Create Improvement Initiative related link is added.
      • Improvement Initiatives related list is added that contains the improvement initiative (CIM) record.
      		 Issue record to which the improvement initiative is linked is added to the Source/Parent field on the Details tab.
    • Incident Management
      When you create an improvement initiative from Incident Management, the improvement initiative is associated with the incident record, and the incident details are added to the improvement initiative.
      Incident record Improvement initiative
      Create Improvement Initiative related link is added.
      Note:
      You must customize the Incident form to show the Improvement Initiatives related list that contains the improvement initiative (CIM) record.
      		 Incident (INC) record is added to the Source/Parent field on the Details tab.
    • Problem Management
      When you create an improvement initiative from Problem Management, the improvement is associated with the problem record, and the problem details are added to the improvement initiative.
      Problem record Improvement initiative
      Create Improvement Initiative related link is added.
      Note:
      You must customize the Problem form to show the Improvement Initiatives related list that contains the improvement initiative (CIM) record.
      		 Problem (PRB) record is added to the Source/Parent field on the Details tab.
      Problem record state Improvement initiative state
      Open New
      Pending change In Progress
      Closed/Resolved Closed
    • Survey Management and Assessments
      When you create an improvement initiative from Survey Management, the improvement is associated with the Survey, and the survey details are added to the improvement initiative. (Assessment Metric Type [Survey view] record)
      Survey definition record Improvement initiative
      • Create Improvement Initiative related link is added.
      • Improvement Initiatives related list is added that contains the improvement initiative (CIM) record.
      		 Survey definition (Assessment Metric Type [Survey view]) record is added to the Source/Parent field on the Details tab.

    Related links in improvement initiatives

    • Create Demand
      When you create a demand record from an improvement initiative, the demand record is associated with the improvement initiative, and the Demands related list is added to the improvement initiative.
      Improvement initiative Demand record
      • Create Demand related link is added.
      • Demands related list is added that contains the demand (DMND) record.
      • Continual Improvement Management is set in the Type field.
      • Improvement initiative (CIM) record is set in the Improvement field.
    • Create Project
      When you create a project record from an improvement initiative, the Projects related list is added to the improvement initiative.
      Improvement initiative Project record
      • Create Project related link is added.
      • Projects related list is added that contains the project (PRJ) record.
      		 No change.
    • Create PA Indicator related link

      Create a Performance Analytics automated indicator.

    • Show Benchmarks related link

      Shows the benchmarks for the KPI specified in the Improvement Initiative form Improvement KPI field using the Benchmarks application.

    Related links in improvement initiative CIM tasks

    Note:
    Related links in CIM tasks are shown only when a CIM task is in Open, Work in Progress, or On Hold state.
    • Create Change
      When you create a change (CHG) record from an improvement initiative CIM task, the change record is added to the Change Requests related list in the CIM task.
      Improvement initiative CIM task Change record
      Change (CHG) record is added to the Change Requests related list. No change.
      Improvement initiative CIM task state Change record state
      New New
      In Progress Implement
      Closed Closed
    • Create Coaching Opportunity
      When you create a coaching opportunity from an improvement initiative CIM task, the coaching opportunity record is added to the Coaching Opportunities related list in the CIM task.
      Improvement initiative CIM task Coaching opportunity record
      Coaching opportunity (COP) record is added to the Coaching Opportunities related list. No change.
    • Create Knowledge
      When you create a Knowledge Management knowledge base article (KB) record from an improvement initiative CIM task, the KB article record is added to the Knowledge Articles related list in the CIM task.
      Improvement initiative CIM task Knowledge base article record
      Knowledge article record is added to the Knowledge Articles related list. No change.
    • Create Story
      When you create an Agile Management story record from an improvement initiative CIM task, the story record is added to the Stories related list in the CIM task.
      Improvement initiative CIM task Story record
      The story (STRY) record is added to the Stories related list. No change.

    Integration with other applications

    Application Application record Create improvement initiative Create application record from improvement initiative
    GRC
    Audit Management Issue record X --
    Strategic Portfolio Management
    Agile Development Story record -- X
    Demand Management Demand record X X
    Project Management Project record -- X
    IT Operations Management
    CMDB Remediate Duplicate Task record X --
    IT Service Management
    Benchmarks Benchmarks recommendation X --
    Change Management Change record -- X
    Major Incident Management Post incident review workbench X --
    Problem Management Problem record X --
    Platform Capabilities
    Knowledge Management Knowledge base article -- X
    Survey Management Survey X --
    Service Management
    Coaching Coaching opportunity X X

    Extension point

    You can use the Continual Improvement Management integration extension point to define an application to be integrated.

    Extend sn_cim.CIMIntegrationAPI extension point to integrate Continual Improvement Management with other applications.