Create an improvement initiative from an incident

Create an improvement initiative from an incident to track and manage tasks for improving a service or process, or tasks related to the incident.

Before you begin

Role required: agent_workspace_user, itil, or admin

• The Continual Improvement Management (com.sn_cim) plugin must be activated. For more information on activating the plugin, see Request Continual Improvement Management.
• The administrator must add the Improvement Initiatives related list to the incident form in Workspace view.

About this task

An improvement initiative contains goals to measure success, and phases that contain tasks with specific actions to complete the improvement. For more information, see Continual Improvement Management overview.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the list, click Incidents > All.
3. Open the incident for which you want to create an improvement initiative.
4. Click the Improvement Initiative related list.
5. Click New.
6. In the Improvement Initiative field, click the search icon to find the appropriate initiative.
7. Associate an existing initiative or create a new one.

   Option	Description
   If you find an existing initiative	Select the initiative to associate with this incident.
   If you do not find an initiative	Click the Create Improvement Initiative related link. Create an initiative by filling in the Improvement Initiative form. For more information, see Create an improvement request.

8. Optional: If you want to attach a supporting document, click Browse and select the file.
9. Click Save.
   The improvement initiative is now associated with the incident.