Review and close an improvement

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

    • Once all tasks in each phase of the improvement have been completed, the Improvement Coordinator sets the improvement to review for the Improvement Manager to close.

    Before you begin

    Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator

    About this task

    Figure 1. Continual Improvement Management Review and Close Process
    CIM review and close process
    Preconditions:
    • Incident manager created an improvement request.
    • Improvement Manager accepted and assigned the improvement request.
    • Approver group member approved the improvement.
    • Improvement Manager and Improvement Coordinator implemented the improvement.

    Procedure

    1. Review the improvement for closure.
      1. Navigate to Continual Improvement > Under Review.
      2. In the Improvement Register list, open the improvement in the Monitor/Review state.
      3. On the Improvement Initiative form, verify that all phases in the CIM Phases related list are 100% complete.
    2. Verify the improvement has met the improvement goal.
    3. Close the improvement.
      1. In the Closure Notes tab, set the closure code, achieved outcome category, and close notes.
      2. Click Close in the header bar to close the improvement.
        The improvement is no longer shown in the Open Improvement Register list.
      Closed process flow

    Close 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 long (24 hours).

    As part of the review process for Improve average time to resolve an incident by 25% improvement, the Improvement Manager verified the work for the improvement is complete (Improvement Initiative form and CIM Phases related list shows 100% complete).

    The Improvement Manager also verified the improvement in two places before closing the improvement.
    • Performance Analytics now shows that the Average time to resolve an incident KPI has a value of 16 hours, which is more improvement than the target value of 18 hours (18 hours is 25% faster than the previous average of 24 hours).
    • Benchmarks application now shows that the company result for the Average time to resolve an incident KPI has a value of 16 hours, which is 2 hours better than the global industry average.
    Table 1. CIM Phase 1- CIM Tasks 1 and 2
    Field Value
    Number CIMT0000116 (assigned internally)
    Percent complete *100
    Actual end date *2018-03-14
    Short description Resolved incident and reassigned count improvements
    CIM Task 1
    Number CIMT0000118 (assigned internally)
    Active *(Not selected)
    State *Closed Complete
    Short description Improve % of incidents resolved by first assigned group by using self service and more automation
    Work notes *Self service and automation implemented to improve % of incidents resolved by first assigned group
    CIM Task 2
    Number CIMT0000119 (assigned internally)
    Active *(Not selected)
    State *Closed Complete
    Short description

    Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models
    Work notes *Auto Categorization and Auto Assignment implemented to reduce reassigned count
    Table 2. CIM Phase 2-CIM Tasks 1 and 2
    Field Value
    Number CIMT0000120
    Percent complete *100
    Actual end date *2018-03-14
    Short description Knowledge improvements and self service improvements
    CIM Task 1
    Number CIMT0000121 (assigned internally)
    Active *(Not selected)
    State *Closed Complete
    Short description Add new KB articles for common issues
    Work notes *These new KB articles were added
    CIM Task 2
    Number CIMT0000123 (assigned internally)
    Active *(Not selected)
    State *Closed Complete
    Short description Provide training and enablement training for new apps
    Work notes *Provided training for these new apps
    Table 3. Closure Notes tab
    Field Value
    Closure code *Successful
    Achieved outcome category *Customer Satisfaction
    Closure notes *All improvements verified, closing improvement initiative
    Table 4. Improvement Initiative form
    Field Value
    State *Closed Complete
    Percent Complete *100