Continuous Improvement Use Cases Across ITSM

[Manjeet Singh]

As work evolves and becomes more agile & remote, the IT processes and required skills have to continuously improve and adapt to the changes. It is critical for the IT leaders to proactively drive continuous optimization and improvement initiative across People, Process, Services, and Business.

Servicenow Continual Improvement Management solution drives new levels of service efficiency by automatically initiating and tracking service improvements across the enterprise. Once CIM has been enabled, you can receive process improvement ideas from any application or employee to build the continuous improvement culture. 

Here are some great examples of continuous improvement initiatives that you can start within your IT Service Management Organization to increase business efficiency, innovation, and competitive advantage. 

1. Reduce the number of Incidents by 20% using automation (VA) and self-service (Portal improvements)
2. Incident: Reduce incident ticket "hold time" by 25% by the end of Q3
3. Improve incident assignment triaging and auto-assignment using AI/ML
4. Incident Process Optimization: Increase % of incidents resolved on the first assignment group
5. Incident Process Improvement: Reduce Response SLA breach percentage
6. Incident Process Optimization: Reduce Incident MTTR
7. Incident: Reduce the Incident backlog by 25% before Q2
8. Reduce the average age of open incidents
9. Benchmark KPI performance: % of new critical problems charts indicate multiple issues with the product quality
10. The average time to close a problem is on the rise. This request is to contain and bring it back to below industry average
11. Simplify Root cause analysis for Problems
12. Implement a lightweight CAB process to reduce the impact and risk of critical changes
13. Reduce % unsuccessful changes by 50%
14. Change Process Optimization: Make change process more agile
15. Maintain Audit/Compliance: Software assess- compliance changes
16. Change Management: Having multiple authorization channels have caused issues with some users because of uncoordinated changes
17. Productivity increase: Increase requester to fulfiller ratio to 300/1 through automation and training
18. Training Issue: Service Desk staff would benefit from additional training on HR onboarding application
19. Optimize Support Agent performance: Avg ticket handle time
20. Knowledgebase gaps Improve knowledge base to deflect more incidents
21. Major Incident Management: Ensure all valid major Incidents related Problems are documented in the known error database.
22. Survey Results: Customers are unhappy about the slow processing of their hardware request
23. Customer experience: CSAT scores are low from the last 2 quarters. Improve it by 10%
24. Improve the NPS Score by 5 points in 90 days
25. Release Management: A number of failures have occurred when implementing updated or new applications.
26. Increase Operational Visibility (Reduce outage and Improve service health and visibility)
27. Maintain Audit/Compliance
28. Event Management: The number of alerts from the ABC module is still causing time wastage in the analysis.
29. CMDB: Manage and protect the integrity of CIs throughout the service lifecycle by improving CMDB Health
30. CSF Reduced time and effort required to support and maintain a knowledge management
31. Enhanced business and stakeholder confidence by ensuring a consistent level of quality of system and software delivery
32. Simplify a complex process and improve process adoption
33. Adoption: Improve adoption of new ITSM Pro Application
34. Global alignment of process deployment within and across banners and accounts
35. Improve Service health & availability
36. Improve the CMDB Health score by 20%
37. Cost-saving across ITSM operation and service management across KPIs: Business Outage Impact, % Events deflected by automation, % calls deflected, Asset Mgmt. Optimization, App Rationalization, Cost per business service, IT Ops $s per employee, Reduce duration/volume of request fulfillment, Summary $’s/Hours Saved.

Next step: All these use cases are focused on the outcome. Pick the initiative based on the focus area you want to improve. Repeat - begin again!  

For additional reading on CIM: 

https://community.servicenow.com/community?id=community_blog&sys_id=7ddf6bd0db1980142be0a851ca961950