---
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


---

# Review and close an improvement

# Review and close an improvement {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Once all tasks in each phase of the improvement have been completed, the Improvement
Coordinator sets the improvement to review for the Improvement Manager to close.

## Before you begin

* Incident manager created an improvement request.
* Improvement Manager accepted and assigned the improvement request.
* Approver group member approved the improvement.
* Improvement Manager and Improvement Coordinator implemented the improvement.

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Role required: sn_cim.improvement_manager, sn_cim.improvement_coordinator

## Procedure

1. Review the improvement for closure.
   1. Navigate to Continual ImprovementUnder Review.
   2. In the Improvement Register list, open the improvement in the Monitor/Review state.
   3. On the Improvement Initiative form, verify that all phases in the CIM Phases related list are 100% complete.
   {#review-close-cim-initiative__substeps_whs_x2d_1db}
2. Verify the improvement has met the improvement goal.
3. Close the improvement.
   1. In the Closure Notes tab, set the closure code, achieved outcome category, and close notes.
   2. Click Close in the header bar to close the improvement.  
      The improvement is no longer shown in the Open Improvement Register list.

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## Close improvement

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 long (24 hours).

As part of the review process for Improve average time to resolve an incident by 25% improvement, the Improvement Manager verified the
work for the improvement is complete (Improvement Initiative form and CIM Phases
related list shows 100% complete).  
The Improvement Manager also verified the improvement in two places before closing the improvement.

* Performance Analytics now shows that the Average time to resolve an incident KPI has a value of 16 hours, which is more improvement than the target value of 18 hours (18 hours is 25% faster than the previous average of 24 hours).
* Benchmarks application now shows that the company result for the Average time to resolve an incident KPI has a value of 16 hours, which is 2 hours better than the global industry average.
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| Field | Value |
|-|-|
| Number | CIMT0000116 (assigned internally) |
| Percent complete | \*100 |
| Actual end date | \*2018-03-14 |
| Short description | Resolved incident and reassigned count improvements |
| CIM Task 1 ||
| Number | CIMT0000118 (assigned internally) |
| Active | \*(Not selected) |
| State | \*Closed Complete |
| Short description | Improve % of incidents resolved by first assigned group by using self service and more automation |
| Work notes | \*Self service and automation implemented to improve % of incidents resolved by first assigned group |
| CIM Task 2 ||
| Number | CIMT0000119 (assigned internally) |
| Active | \*(Not selected) |
| State | \*Closed Complete |
| Short description | Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models |
| Work notes | \*Auto Categorization and Auto Assignment implemented to reduce reassigned count |
[Table 1. CIM Phase 1- CIM Tasks 1 and 2]

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| Field | Value |
|-|-|
| Number | CIMT0000120 |
| Percent complete | \*100 |
| Actual end date | \*2018-03-14 |
| Short description | Knowledge improvements and self service improvements |
| CIM Task 1 ||
| Number | CIMT0000121 (assigned internally) |
| Active | \*(Not selected) |
| State | \*Closed Complete |
| Short description | Add new KB articles for common issues |
| Work notes | \*These new KB articles were added |
| CIM Task 2 ||
| Number | CIMT0000123 (assigned internally) |
| Active | \*(Not selected) |
| State | \*Closed Complete |
| Short description | Provide training and enablement training for new apps |
| Work notes | \*Provided training for these new apps |
[Table 2. CIM Phase 2-CIM Tasks 1 and 2]

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| Field | Value |
|-|-|
| Closure code | \*Successful |
| Achieved outcome category | \*Customer Satisfaction |
| Closure notes | \*All improvements verified, closing improvement initiative |
[Table 3. Closure Notes tab]

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| Field | Value |
|-|-|
| State | \*Closed Complete |
| Percent Complete | \*100 |
[Table 4. Improvement Initiative form]

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**Related reference**   

* [Improvement field descriptions](https://servicenow-prod.fluidtopics.net/C853gMQyA5yMFmEdn9zXrA "Improvement Initiative form and related field descriptions.")
* [Applications integrated with Continual Improvement Management](https://servicenow-prod.fluidtopics.net/LvnJ1_eMqHEo~5TEYRyr9A "CIM provides integrations with other ServiceNow applications to enable you to create improvement initiatives from these applications. You can also create records for integrated applications from improvement initiatives.")

*[\>]: and then