---
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


---

# CIM roles

# Continual Improvement Management roles {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Roles are added with installation of Continual Improvement Management.
{#cim-roles__table_wq3_tps_ycb__entry__3}

| Role | Description | Contains roles |
|-|-|-|
| Improvement Requester \[sn_cim.improvement_requester\] | Can perform the following application functions: * Create improvement initiative * View and track improvement initiatives they've submitted * View all CIM requests within the organization * Follow and monitor improvements by adding them to the Watched CIM Initiatives list {#cim-roles__ul_n5q_rrs_ycb} | None |
| Improvement Coordinator \[sn_cim.improvement_coordinator\] | Can perform Improvement Manager functions for improvements that they're assigned to as Improvement Coordinator. * Coordinate improvements within their area of expertise at the process or service level * Access the Continual Improvement Workbench {#cim-roles__ul_thq_yk4_lfc} Improvement Coordinators can't perform these functions: * Create enterprise strategies * Delete improvement {#cim-roles__ul_ftb_hl4_lfc} | * sn_cim.improvement_requester * app_service_user * certification * cmdb_query_builder * dependency_views * approver_user * cmdb_read * knowledge * pa_analyst * pa_contributor * pa_power_userCan assess existing Performance Analytics indicators and create new ones. * pa_target_admin * pa_threshold_admin * pa_viewer * sn_bm_client.benchmark_data_viewer * sn_bm_client.benchmark_recommendation_viewerCan view Benchmarks data and recommendations and create improvement initiatives from Benchmarks recommendations. * template_editor * view_changer * sn_coaching.admin * scrum_story_creator {#cim-roles__ul_fcq_w3p_jdb} |
| Improvement Manager \[sn_cim.improvement_manager\] | Can perform all application functions and is responsible for all improvements. * Accept new improvement requests * Assign improvements to Improvement Coordinators for implementation * Access the Continual Improvement Workbench * Monitor the progress of improvements * Review and close improvements {#cim-roles__ul_xyy_j34_lfc} | sn_cim.improvement_coordinator |
[Table 1. CIM roles]

{#cim-roles__table_wq3_tps_ycb}

## Automatic assignment of the Improvement Requester role {#cim-roles__section_kgk_qn5_bdb}

The Improvement Requester (sn_cim.improvement_requester) role is automatically assigned to the roles listed in the following table when CIM is activated.{#cim-roles__table_cfn_yvb_zdb__entry__2}

| Application | Role |
|-|-|
| Strategic Portfolio Management (only if SPM plugins are active) ||
| Agile Development | scrum_master |
| Demand Management | it_demand_manager |
| Portfolio Management | it_portfolio manager |
| Program Management | it_program_manager |
| Project Management | it_project_manager |
| Test Management | tm_test_manager |
| ITSM ||
| Benchmarks | * sn_bm_client.benchmark_admin * sn_bm_client.benchmark_recommendation_viewer {#cim-roles__ul_qmw_2xb_zdb} |
| Change Management | change_manager |
| Coaching | sn_coaching.admin |
| Incident Management | incident_manager |
| ITSM | itil |
| Survey Management Assessments | * survey_admin * survey_reader {#cim-roles__ul_xyf_dxb_zdb} |
| Performance Analytics and Reporting ||
| Performance Analytics | * pa_admin * pa_power_user * pa_viewer {#cim-roles__ul_q5t_syb_zdb} |
[ ]

{#cim-roles__table_cfn_yvb_zdb}

## Email notifications by role {#cim-roles__section_qs3_rb5_ydb}

Email notifications are sent when the state of the improvement request changes or when the target date is breached based on the user role.{#cim-roles__table_utj_4lh_b2b__entry__6}

| Improvement action | Improvement Manager | Improvement Coordinator | Improvement Requester | Watch list | Task assignee |
|-|-|-|-|-|-|
| Canceled | No | Yes | Yes | Yes | No |
| Approved | Yes | Yes | No | Yes | No |
| Closed | Yes | Yes | Yes | Yes | No |
| Target review date is breached | Yes | Yes | No | Yes | No |
| CIM task assigned | No | No | No | No | Yes |
| CIM task closed | No | Yes | No | No | Yes |
[Table 2. Email notification list by role]

{#cim-roles__table_utj_4lh_b2b}