ITSM: Continual Improvement Management || Knowledge & Troubleshooting Resources
Maik Skoddow
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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Continual Improvement Management?
ServiceNow Continual Improvement Management enables customers to drive new levels of service efficiency by automatically initiating and tracking service improvements across the enterprise. Take continual improvement from theory to reality with a structured framework that brings together people, processes, and data in one place to achieve service excellence in any process. Extend improvements to service desk agents with the Coaching plugin that delivers real-time coaching at critical moments in their tasks. Built-in integrations enable you to receive process improvement ideas from any application or employee. A context-rich workbench then prioritizes and ranks initiatives. Service owners can configure KPIs and dashboards to measure effort and outcome in relation to overall business goals.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file
This success pack is to supports the growth of your teams and processes by identifying breakdowns, predicting trends, and using machine learning technology to make actionable recommendations.
Provides detailed guidance on the way that ServiceNow intends the process to-be, for Continual Improvement Management.
What is continuous improvement?
More detailed explanation
Trainings & Courses
Continual Improvement Management Essentials
This course will give you a comprehensive understanding of Continual Improvement Management. You will learn how to leverage this application to drive service excellence across the organization by tracking all improvements in a single system of action, aligning with business goals by connecting improvements to overall business strategy, and enabling smart decision-making with a rich visual dashboard of ROI and effort for improvements.
Articles & Blog Posts
2022-09-05 by @Chris Shakespea
It's not often that we have the life changing “Eureka” idea that is truly a game changer. More often than not its smaller, incremental improvements, to an existing product and/or process which when added together with others really do drive things forward. In many ways this is exemplified by the Japanese Kaizen concept.
2023-09-23 by @niharika19
Elevating Organizational Performance using Continual Improvement Management
ServiceNow's CIM framework provides a structured approach to identify areas for improvement and seamlessly initiate, track, and measure those improvements. Implementing CIM within ServiceNow can lead to enhanced data-driven decision-making and strategic alignment of IT services with organizational objectives.
Videos &
Podcasts
2020-12-09 by ServiceNow Community
ITSM Pro Series: Continual Improvement Management
Part 5 of the ITSM Pro Series: What is Continual Improvement Management?
2021-10-01 by ServiceNow Community
Continual Improvement Management: Overview & Best Practices
2022-09-06 by ServiceNow Community
Continual Improvement Management
This video provides a simple 7 step approach to getting started with CIM and the resources can support your deployment in this area.
2022-07-05 by ServiceNow TechBytes
Continual Improvement Management
In this episode, Manjeet Singh talks about the Continual Improvement Management application to help organizations manage their continual-improvement efforts. This episode covers:
- Challenges of managing continual improvement
- Spotting opportunities for continual improvement
- Differences from change management and demand/project
- Integration with other applications
2022-10-07 by ServiceNow Community
Process Optimization Academy - Track your findings with Continual Improvement and Automation Center
In this installment of the Process Optimization Academy we cover the "Why and What" of both Continual Improvement Management as well as Automation Center. We cover the prebuilt "connection" between these two solution and Process Optimization and how that enables ServiceNow customers to move directly from process mining insight to action.
Troubleshooting
Known Error Portal
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Selected Articles
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