The core idea behind process mining is to analyze data from a process perspective. With the in-platform Process Mining customers can easily answer questions such as:

• What does my as-is process currently look like?
• Is there waste and unnecessary steps that could be eliminated from the process?
• Where are the bottlenecks?
• Are there deviations from the rules and prescribed processes?
• Where are we spending the most time in the process?
• What is the most common cause for long running tickets?
• Channel Analysis - self service vs helpdesk vs Virtual Agent
• Where do we have the rework, loops, or repetitiion?
• Which vendors are causing delays?
• Assignment Group and SLA Breach Analysis

Our Use Case Series covers how to use Process Mining to answer some of these questions.

Do you have any examples of common findings or use cases?

The possibilities are endless, but this article details some of the findings and uses we've come across so far.

The Process Mining Use Case Series is a series of recorded demos of how to answer common questions with the solution.

How much data do I need to get value out of the solution?

There is no minimum amount of data that is necessary to get a Process Mining result. The important factor is duration of data, which is dependent on what questions you are trying to answer. Our recommendation is to start with monthly analysis.

Even if you have five cases; you can mine and visualize the routes those 5 cases went through.

Is there any performance impact?

There is no observable performance impact caused by Process Mining. Process Mining starts with the mining of audit trail data from sys_audit logs - which happens in small batch processes (the audit log query is broken up into 3600 record chunks).

Once the audit data is extracted, we use Predictive Intelligence(ServiceNow ML infrastructure) to train the process model so that it does not consume any CPU, Memory on your local instance. We have done performance testing with more than 10 million events in a process model.

Now that we've cleared up - this post helps you understand some of the benefits to running Process Mining in your Production environment.

ServiceNow Process Mining and Performance Analytics

Is Process Mining using Performance Analytics(PA)?

Process Mining has many touch points with Performance Analytics and it's capabilities. You can go from a Performance Analytics KPI/indicator on a dashboard to a Process Mining project with a single click to see the "Why behind the KPI".

In the Vancouver release you can start tying improvement opportunities to KPIs so you can get an understanding of where you process improvements will have the biggest impact.

You can learn more about the connections with Performance Analytics in this Academy session.

What are the benefits of using Performance Analytics and Process Mining together?

The Performance Analytics KPI provides you an early sign of a performance issue. You can then use Process Mining to easily investigate and find where the process bottlenecks are happening.

Example: My MTTR is trending upwards, click on the Process Mining icon and understand where the inefficiencies are within the process.

ServiceNow Process Mining and Continual Improvement

What are the benefits of using Continual Improvement Management and Process Mining together?

Process Mining has a direction to Continual Improvement Management. This connection allows you to submit your improvement initiative from Analyst Workbench with one click. This makes the makes the improvement submission and execution seamless and allows customers to drive KPI based business outcomes.

Learn more about the connection with Continual Improvement in this Academy session.

How can I show business value achieved through Process Mining efforts?

Once you have identified an improvement opportunity using the Analyst Workbench, submit it as an improvement initiative in the Continual Improvement app. Use Performance Analytics based indicators to track the progress and show the before and after state to quantify the impact. Continual Improvement provides a pre built dashboard that captures the KPI improvements over time.

Licensing ServiceNow Process Mining

How do I license Process Mining?

As of the Vancouver release, Process Mining is available as part for ITSM, CSM (Including Industry offerings), HR Service Delivery and Lifecycle Events, Field Service Management, Strategic Portfolio Management, and custom application created with Creator Workflows/App Engine. You can also mine process data from applications running outside the ServiceNow platform via an Automation Engine entitlement. Contact your Account team for details.

Learn more about Process Mining for each offering here.

We have licensed Process Mining for ITSM, can we use it for SPM?

Every product offering requires its own license. In this scenario, to use Process Mining on SPM tables/processes, you need to acquire a license because it is outside of the ITSM entitlement. Talk to your account team for what licensing options are best for you.

ServiceNow Process Mining Product Details

How many models can I create?

Once you are entitled to Process Mining, there is no limit on the number of models that you can create on the licensed workflows.

What roles are associated with Process Mining?

• Process Mining Admin
  • As Administrator, you will have full access to all process mining configurations and settings that are available. Admin contains a power user.
• Process Mining Power User
  • As a power user, you will have access to all process mining project settings and configurations, and you can create new projects for others to reuse. Power user contains viewer and analysis roles.
• Process Mining Analyst
  • As an Analyst, you will be able to create your own process mining projects and share the analysis with others. Projects created by other users and shared with the Analyst can be viewed, edited, deleted, or shared. This role should be given to analysts, Process Owners, and Data team members.
• Process Mining Viewer
  • As a Viewer, you will be able to view analyses that have been shared with you, however, you will not be able to create or delete your own process mining projects, edit or share them with others.

Is Process Mining FedRAMP compliant?

Yes. Check with Account team for release details.

Is domain separation supported?

Yes. Data level separation.

Is Process Mining available for self-hosted environments?

Yes as of the Vancouver release.

What languages are supported?

Process Mining supports all languages that are supported in the platform.

Can we deploy Process Mining on any ServiceNow table and what are the prerequisites?

Process Mining can be deployed on any table within ServiceNow. The only prerequisite is that the audit logs for your designated table should be enabled. If a customer would like to try Process Mining, they can enable it on a non-prod instance and mine up to 3600 records. As of the San Diego release there are 120 tables that have audit enabled OOTB. You can verify in an instance by using this url /sys_dictionary_list.do?sysparm_query%3Daudit%3Dtrue%5Esys_scope.vendor%3DServiceNow%26sysparm_first_row%3D1%26sysparm_view%3D

We want to try Process Mining in our sub production environment, but we are aren't seeing the audit data required to create a visualized process map?

Process Mining uses the audit data to generate the visualized process maps that help us find process inefficiencies and improvement opportunities. In order to ensure that relevant audit data is transferred as part of the cloning process you need to uncheck the "Exclude audit and log data" option in your clone profile.

You can read more about the cloning process here.

How do I activate/deactivate auditing for a specific table or field?

https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB0723730

Can I mine interconnected processes like Request Management or HR Onboarding in a single model?

Ability to mine and map interconnected processes(MDM) was made available in the Tokyo release. Multidimensional Modeling will allow you to mine any number of interconnected processes in a single model so you can see the end to end flow of a cross department workflow.

Can I use ServiceNow Process Mining for process not running on the ServiceNow platform?

Yes! As of the Vancouver release customers can now import external audit/event log data from processes that are running on other applications and apply apply native ServiceNow Process Mining to get visibility into inefficiencies and improvement opportunities. Please review this Process Mining Academy session where we do a deep dive into this capability.