Review and close an improvement

---
title: Review and close an improvement
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/continual-improvement-management/review-close-cim-initiative.html
release: australia
product: Continual Improvement Management
classification: continual-improvement-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Managing improvements, Continual Improvement Management, IT Service Management]
---

# Review and close an improvement

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.

Role required: sn\_cim.improvement\_manager, sn\_cim.improvement\_coordinator

## Procedure

1.  Review the improvement for closure.

    1.  Navigate to **Continual Improvement** > **Under 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.

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.

    \[Omitted image "cim-closed.png"\] Alt text: Closed process flow


## 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.

<table id="table_b4w_hkj_4cb"><thead><tr><th>

Field

</th><th>

Value

</th></tr></thead><tbody><tr><td>

Number

</td><td class="sub-head">

CIMT0000116 \(assigned internally\)

</td></tr><tr><td>

Percent complete

</td><td>

\*100

</td></tr><tr><td>

Actual end date

</td><td>

\*2018-03-14

</td></tr><tr><td>

Short description

</td><td>

Resolved incident and reassigned count improvements

</td></tr><tr><td class="sub-head" colspan="2">

CIM Task 1

</td></tr><tr><td>

Number

</td><td>

CIMT0000118 \(assigned internally\)

</td></tr><tr><td>

Active

</td><td>

\*\(Not selected\)

</td></tr><tr><td>

State

</td><td>

\*Closed Complete

</td></tr><tr><td>

Short description

</td><td>

Improve % of incidents resolved by first assigned group by using self service and more automation

</td></tr><tr><td>

Work notes

</td><td>

\*Self service and automation implemented to improve % of incidents resolved by first assigned group

</td></tr><tr><td class="sub-head" colspan="2">

CIM Task 2

</td></tr><tr><td>

Number

</td><td>

CIMT0000119 \(assigned internally\)

</td></tr><tr><td>

Active

</td><td>

\*\(Not selected\)

</td></tr><tr><td>

State

</td><td>

\*Closed Complete

</td></tr><tr><td>

Short description

</td><td>

Reduce the reassigned count by using ServiceNow Auto Categorization and Auto Assignment models

</td></tr><tr><td>

Work notes

</td><td>

\*Auto Categorization and Auto Assignment implemented to reduce reassigned count

</td></tr></tbody>
</table>|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|

|Field|Value|
|-----|-----|
|Closure code|\*Successful|
|Achieved outcome category|\*Customer Satisfaction|
|Closure notes|\*All improvements verified, closing improvement initiative|

|Field|Value|
|-----|-----|
|State|\*Closed Complete|
|Percent Complete|\*100|

**Parent Topic:**[Managing improvements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/continual-improvement-management/cim-improvement-initiative-mgmt.md)

**Related topics**  


[Improvement field descriptions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/continual-improvement-management/cim-field-descriptions.md)

[Applications integrated with Continual Improvement Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/continual-improvement-management/cim-integration.md)