---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Accept an improvement

# Accept an improvement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Accept and assign a new improvement request so it can be assessed for approval. You
can reject the improvement request if it does not align with company strategic objectives.

## Before you begin

The Improvement Requester must create an improvement request.

Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator

## Procedure

1. Identify the new improvement request.
   1. Navigate to Continual ImprovementOpen.
   2. In the Improvement Register list, open an improvement in the New state.
   {#accept-assign-cim-request__substeps_h11_psw_zcb}
2. Align the improvement request with company strategic objectives, and assign an Improvement Coordinator.
   1. On the Improvement Initiative form, unlock the Strategies field to access your company strategic objectives, then select the lookup list.
   2. Select the [enterprise
      strategy](https://www.servicenow.com/docs/access?context=overview-business-planning&version=australia&pubname=australia-it-business-management&ft:locale=en-US) aligned with the improvement request.  
      Note:  
      Only the Improvement Manager can create a strategy.
   3. Select the CIM Coordinator lookup list and select an Improvement Coordinator to manage the improvement.
   {#accept-assign-cim-request__substeps_gpr_ctw_zcb}
3. Complete the fields for business service, business process, priority, effort estimate, benefits, and why this improvement is important.
4. In the header bar, select Accept to progress the improvement request to the Assess state.  
   Improvement Coordinator is notified of assignment.
5. Complete the content in the Goals, Details, and Schedule tabs on the Improvement Initiative form.

## Accept improvement request

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 high (24 hours).

As part of the acceptance process, the Improvement Manager determined that KPI
performance improvement aligned with the Automation/Effort Reduction strategic
objective, assigned the Improvement Coordinator that drives KPI improvements, and
accepted the improvement request.
{#accept-assign-cim-request__table_yts_jkd_zcb__entry__2}

| Field | Value |
|-|-|
| Number | CIM0000135 (set internally) |
| Business service | IT Services |
| Business Process | Incident Management |
| CIM Coordinator | Adela Cervantsz |
| Approver Group | CIM Approvers |
| Strategies | Automation/Effort Reduction |
| State | Accepted |
| Priority | 4 - Low |
| Effort estimate | Medium |
| Benefits | High |
| Percent complete | 0 |
| Short description | Improve average time to resolve an incident by 25% |
| Business justification | Average time to resolve an incident time is bad compared to Industry average. Compared company value with global values from companies in the same industry using the Benchmarks application. |
[Table 1. Improvement Initiative form]

{#accept-assign-cim-request__table_yts_jkd_zcb} {#accept-assign-cim-request__table_sfl_ttp_2db__entry__2}

| Field | Value |
|-|-|
| Success measurement method | Automated: PA Indicator |
| Improvement KPI | Average close time of incidents |
| Breakdown | -- |
| Aggregation | -- |
| Base value | 100 |
| Percentage improvement | 25 |
| Target value | 75 |
| Target review date | 2018-06-30 |
| Expected outcomes | Improvement in average time to resolve an incident. |
[Table 2. Goals tab]

{#accept-assign-cim-request__table_sfl_ttp_2db} {#accept-assign-cim-request__table_xtj_5tp_2db__entry__2}

| Field | Value |
|-|-|
| Requested for | Mabel Weeden |
| Type | Process |
| Watch list | -- |
[Table 3. Details tab]

{#accept-assign-cim-request__table_xtj_5tp_2db} {#accept-assign-cim-request__table_ubz_vtp_2db__entry__2}

| Field | Value |
|-|-|
| Planned start date | 2018-03-18 |
| Planned end date | 2018-06-19 |
| Actual start date | 2018-03-11 |
| Actual end date | -- |
[Table 4. Schedule tab]

{#accept-assign-cim-request__table_ubz_vtp_2db} {#accept-assign-cim-request__table_rmx_xtp_2db__entry__2}

| Field | Value |
|-|-|
| Additional comments (Customer visible) | -- |
| Work notes | -- |
[Table 5. Notes tab]

{#accept-assign-cim-request__table_rmx_xtp_2db}
**Related reference**   

* [Improvement field descriptions](https://servicenow-prod.fluidtopics.net/C853gMQyA5yMFmEdn9zXrA "Improvement Initiative form and related field descriptions.")

*[\>]: and then