---
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


---

# Create an improvement request

# Create an improvement request {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an improvement request for improvement opportunities you identify in your
environment. Once submitted, the improvement request is analyzed and implemented by the
Improvement Manager and Improvement Coordinator.

## Before you begin

Role required: sn_cim.improvement_requester

## Procedure

1. Identify an opportunity for improvement.  
   Any type of improvement identified in your company qualifies as the basis for an improvement request. For example, KPI performance, customer satisfaction, resources, processes, training, to name a few.
2. Determine your improvement goal.  
   The improvement goal is the expected result to be achieved from the improvement.
3. Submit an improvement request.
   1. Navigate to Continual ImprovementCreate New.  
      A CIM phase is automatically created when you create the initiative, if the sn_cim.create_default_phase system property is enabled. For more information, see [Properties
      installed with Continual Improvement Management](https://servicenow-prod.fluidtopics.net/Cq7YCLEXohJzH11xiA_vzg "Several types of components are installed with the CIM plugin, including tables, user roles, and scheduled jobs.").
   2. Fill in the short description and the business justification, and select Submit.  
      The improvement request is created and set to New for the Improvement Manager to accept or reject based on alignment with strategic objectives.
   {#create-cim-request__substeps_mgk_rxc_zcb}
4. To track the status of your improvement request, navigate to Continual ImprovementMy CIM Requests.

## Create 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 improvement identification process, the incident manager analyzed the KPI performance by comparing it with values from other companies using the Benchmarks application, determined an improvement was needed, and set a target goal.
{#create-cim-request__table_zlf_nvc_zcb__entry__2}

| Field | Value |
|-|-|
| Number | CIM0000135 (set internally) |
| Business service | IT Services |
| Business process | Incident Management |
| Short description | (Required) Improve average time to resolve an incident by 25% |
| Business justification | A comparison with global values from companies in the same industry using the Benchmarks application shows that average incident resolution time is lower than the industry average. |
| State | New |
| Priority | 4 - Low (default) |
[Table 1. Improvement Initiative form]

{#create-cim-request__table_zlf_nvc_zcb}
* **[Create improvement initiatives from integrated applications](https://servicenow-prod.fluidtopics.net/uPdpU~vLSxTi6EZrAtRALw)**   
  Create improvement initiatives from applications integrated with Continual Improvement Management to enable planning, implementation, monitoring, and impact assessment of improvements in a centralized framework.
* **[Create application records from improvement initiatives](https://servicenow-prod.fluidtopics.net/6N~LOGC2uVsqQGH~W069ow)**   
  Create records for integrated applications from improvement initiatives or CIM tasks to transform improvement initiatives into broader, actionable efforts to enable improvements across teams and processes.
* **[Configure CIM integration property](https://servicenow-prod.fluidtopics.net/eU~kPINzAQt~fQaLCOuxOw)**   
  Configure the CIM sn_cim.initiative_copy_attributes integration property to define field values to be copied from an improvement initiative to application records that you create from the initiative.

**Related reference**   

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

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