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Continual Improvement Management

Use the ServiceNow® Continual Improvement Management (CIM) application to request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.

An improvement initiative consists of:

  • Goals to measure success

  • Phases to organize work effort

  • Tasks with specific actions to complete

Start an improvement

For continual improvement in your environment, select an activity.


Once Continual Improvement Management is enabled, set up roles and groups, integration properties, then use the Continual Improvement Workbench and dashboard to monitor, plan, and measure improvement success.

Continual Improvement Management is used 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.

Use the Continual Improvement Workbench to plan and manage improvements. Both tile and list views are supported.

Use the Continual Improvements dashboard to show improvement progress and results in the form of statistics and charts using Performance Analytics.

Integration with other applications

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

An improvement initiative can be created from these applications.

  • Benchmarks

  • Coaching Loops

  • Demand Management

  • Incident Management

  • Problem Management

  • Survey Management

As part of an improvement initiative or CIM task, these records can be created.

  • Change record (Change Management)

  • Coaching opportunity (Coaching Loops)

  • Demand record (Demand Management)

  • Knowledge base article (Knowledge Management)

  • Project (Project Management)

  • Story record (Agile Development)


Initial CIM setup

Once Continual Improvement Management has been enabled, set up the application by assigning user roles and groups, and configuring integration properties.

  • Assign user rolesand groups.

    • Improvement Manager role

    • Improvement Coordinator role

    • Approver group membership (CIM Approvers, default is empty)

  • Configure properties for Continual Improvement Management integration with other applications.

    • List of applications from which an improvement initiative can be created

    • List of application task records that can be created from within an improvement initiative


Workflow of Continual Improvement Management roles



Improvement requests are submitted when an Improvement Requester, such as a help desk manager, process owner, or ITL user, for example, recognizes the need for an improvement anywhere within the company.

Once an improvement request is submitted, the Improvement Manager, who oversees all improvements, accepts and assigns it to an Improvement Coordinator for implementation. The Improvement Manager also runs prioritization meetings with Improvement Coordinators and uses the workbench to monitor, manage, and plan overall progress.

Once the improvement request is assigned, the Improvement Coordinator creates phases and tasks for the work needed to complete the improvement, in coordination with the Improvement Manager. The Improvement Coordinator also meets with task owners to ensure they are on track for the expected completion deadline.

When all work has been completed, the Improvement Manager reviews the improvement for closure, and uses dashboard reports to measure status and success.

Domain separation

Domain separation 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

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 then control several aspects of this separation, including which users can see and access data.

For more information: https://docs.servicenow.com/bundle/london-it-service-management/page/product/continual-improvement-management/concept/get-started-cim.html#get-started-cim