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Continual Improvement Management

Drive new levels of service efficiency by automating the process of continually delivering service improvements across the enterprise. Take continual improvement from theory to reality with a structured framework that aligns people, process, and data in one place to achieve service excellence in any process.

 

Receive improvement ideas from any application or employee. A context‑rich workbench then prioritizes and ranks initiatives. Service owners can configure KPIs and dashboards to measure effort, outcome, time‑to‑completion, and milestones in relation to overall business goals.

Benefits

Drive service excellence by engaging employees and teams across the organization in a single system of action

Align with business goals by connecting improvements to overall business strategy

Enable smart decision-making with a rich visual dashboard of ROI and effort versus outcome for improvements

Application Highlights

Continual Improvement Workbench prioritizes and ranks improvement opportunities based on effort and outcome

Continual Improvement Workbench prioritizes and ranks improvement opportunities based on effort and outcome

Continual Improvement Workbench prioritizes and ranks improvement opportunities based on effort and outcome

The Value Realization Dashboard is a rich interface to show continual improvements in relation to business goals

The Value Realization Dashboard is a rich interface to show continual improvements in relation to business goals

The Value Realization Dashboard is a rich interface to show continual improvements in relation to business goals

Create improvement opportunities from any application using out of the box integrations

Create improvement opportunities from any application using out of the box integrations

Create improvement opportunities from any application using out of the box integrations

Get single-click access to information on the status of improvement initiatives

Get single-click access to information on the status of improvement initiatives

Get single-click access to information on the status of improvement initiatives

Feature Details

All
  • Continual Improvement Management Workbench

    The Workbench provides a single‑pane‑of‑glass view into all improvements in flight. Get details on improvement opportunities including current status, time to completion, and resources allocated. 

    Improvement initiatives are ranked based on effort and outcome, giving organizations the data and interface needed to validate budget and resource decisions.

    The Workbench also gives managers an intuitive, drag‑and‑drop interface to reallocate and reprioritize improvements in line with changing business goals. This makes approval discussions quick and efficient, while enabling transparency into improvements across the organization.

  • Value Realization Dashboard

    This dashboard displays the progress of all initiatives tracked in the application to ensure outcomes are meeting expectations related to the overall business goals of the organization.

    For instance, improving the KPI “Mean Time to Resolution” improves employee productivity, which is a metric of interest to the organization’s leadership. The dashboard displays progress in these KPIs as they relate to the overall business goals.

    Organizations can easily configure the KPIs related to each improvement initiative. The Value Realization Dashboard enables organizations to see the returns on their investments, while identifying other improvement opportunities.

  • Out-of-the-box Integrations

    Managers can create improvement opportunities right within the applications they use on a daily basis. Out‑of‑the‑box integrations automatically convert opportunities to a record within the Continual Improvement Management application.

    For instance, if the service desk manager notices consistent SLA breaches on incidents, they can instantly create an improvement initiative right from the Incident Management application. This creates an opportunity record in the Continual Improvement Management application along with associated metrics, setting the baseline for the Improvement Manager to review/approve and trigger the downstream activities for improvement.

    Out‑of‑the‑box integrations are available for Survey and Assessments, Performance Analytics, Idea/Demand/Project/Stories, GRC, Audit compliance, Benchmarks, etc. 

  • Domain separation

    Domain separation gives organizations the ability to define improvement opportunities at the domain level. Managed Service Providers can create continual improvement process and tasks to cater to the needs of their end customers.

  • Embedded analytics

    The Continual Improvement Management application comes with embedded analytics, indicators, and dashboards. Managers can easily configure KPIs, set targets, track milestones, and watch trends and details to monitor progress.

    A built‑in integration with Performance Analytics gives customers the ability to drill down into a process to understand the impact of improvements. The power of the data that comes with Performance Analytics also gives managers the ability to understand gaps that should be remediated, and processes that need to be improved.

  • Improvement register

    The Improvement register captures, tracks, and manages all improvement opportunities in a single interface. It gives managers a simple way to drive and track end‑to‑end improvement process.  Once the improvement initiatives are approved, they are automatically moved to the next state. Improvement tasks for each initiative can be rolled up to show progress on that initiative.

  • PCDA framework

    The Continual Improvement Management application is based on the Plan‑Do‑Check‑Act cycle to drive continual improvements. This gives organizations a simple framework to drive improvements, not only to services, but also across functions, processes, teams, and individuals.

    The application gives organizations the flexibility to use the improvement model of their choice. The framework is generic, model‑agnostic, and fits the needs of all popular improvement models like ITIL, Six Sigma, IT4IT, Agile, etc.

Continual Improvement Management Is Part of ITSM Professional

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