welcome everyone to today's session getting started with servicenow's in-platform process mining i i do have to throw this slide up here this is the slide that says everything i say and do here today cannot be held against me in the court of law it is also the slide that says hey as part of this session we may make some forward-looking statements about things that are potentially coming in the product um you should take those as such forward-looking forward-looking statements and make no decisions based on them whatsoever because they are always subject to change i'm assuming you've had time to to read the fine print here today's session is part of the the live on servicenow uh series so it's a curated event series to connect you with servicenow experts and peers that can help you deploy your projects and achieve value faster on the platform obviously we hope you get something out of this session and and see them as something that you want you want more of so what we're going to do is we've posted the link in the chat so you can check out the upcoming events it's also a place where you know this is going to be recorded so you can go and share the recording link with your your friends and colleagues as well a couple of housekeeping items one uh please stay on um not that we don't want to hear you but hear from you but we prefer to hear from you in the q a so as we go through here uh you're going to have some questions i would imagine please post those questions in the q a and then at the end of the session i'll go back and i'll go through the questions and answers and assuming we have time to pick as many as i possibly can to answer at that point just so you know that this session is going to be recorded and it's going to be shared on the servicenow community forum after the session so if that's a no-no for you you've been warned and then after the session ends you're going to be prompted to fill out a short survey obviously we we always like your feedback where we're looking to make these sessions as valuable as possible for you so any any input you provide is certainly considered and helpful in doing so [Music] a quick introduction of myself so my name is dan grady i've been in the the servicenow ecosystem now for about six years uh the first four of those years i haven't spent primarily focused on the now intelligent solutions so things like performance analytics predictive intelligence and and the virtual agent were all things i spent a lot of time with our customers on helping them helping them use those solutions to get more value out of the rich set of data that is flowing through the platform prior to taking this current role i spent a year on the creator workflows team helping our customers understand how they can use app engine studio and deploy low code applications inside of their organizations and now my current role is outbound product manager for our in-platform process mining solution that you're going to learn all about here today called process optimization so what we'll do um so a little bit of a why in what of in platform process mining and we'll talk about the process for optimizing a process um so if you happen to be playing a drinking game based on the number of times in which i say process during this session you might not make it to happy hour today uh then we'll dive into a demo of both the end user experience so how people use process optimization and the analyst workbench to identify inefficiencies and improvement opportunities within their workflows and then we'll transition over to how easy it is to get started creating your first process optimization the project it's a couple of clicks and you'll have visibility into your process like you've never had before we'll talk a little bit about what you should do next once you get excited about what you see here today and then we're going to share a number of different resources they're going to be posted in the chat so you can kind of learn up on your own after the session and then obviously we'll address your questions that's that's what we're going to cover in the next uh 40 to 45 minutes or so uh before we get started though um i did want to throw a quick poll question up here everybody loves these poll questions um and and the question today is kind of what is your experience with process mining it's been around for a little while but uh you know as i'm working with more and more customers it tends to be something new for many of you so uh poll question what's your experience have you never heard of it but it sounds super awesome are you aware of the concept have you already started to evaluate solutions or maybe you're kind of a little bit more mature and you've implemented or have some experience using a process mining solution so give you a second to kind of share your experiences um and and we'll we'll kind of get a sense of where everybody is this is interesting gotcha so we've got uh quite a few of you responded we're almost almost at uh 100 response rate which you never really get in a in a kind of a poll question scenario i'll give you 10 more seconds if you want to respond but it's this is interesting we've got a wide range here today so i think the content that we put together is going to gonna fit perfectly for the the the wide range of experience that we have um on on the line here today so you should be seeing the results it looks like we've got a set of you about a third of you that have never met have heard of it about half you are aware of it and then um the rest of you are kind of in the boat where you've actually seen and touched a few solutions so a nice a nice mix on the line here today i think i need to click that and i'm going to stop sharing all right let's move on to the next piece so i always like to start these sessions with a quote and i i picked this quote because i think it aligns to both the reason that we're here as well as the solution that we're talking about do the best you can until you know better and then when you know better do better again alliance to this session i mean you all have come here to turn along learn a little bit something and maybe get a little bit better and take those learnings back to the organization and help the entire organization get better but it also aligns to the solution or our process optimization solution which is our in-platform process mining that helps automate the process of x-raying your workflows so you can start letting the relevant stakeholders or everyone involved in the process understand help them understand where and how they can be doing better as it pertains to that given workflow so with everything we do there's a designed and desired path in our minds on how it should work and how things should play out um and when we do you design things you design for both efficiency as well as completeness to provide the best experience possible for everyone so for example if we look at someone let's say designing a park like central park i'm from new york so i spent a lot of time in central park over the years they're going to design it with pats for people to walk bike and rollerblade on they're gonna put a couple of ponds in there so you can take a little rowboat out they're gonna put some benches in so you can sit on it and share a story with a friend and then they're gonna put a bunch of grassy areas for people to throw down a blanket and play a game of scrabble on a saturday afternoon like my wife and i used to do so when we designed things we designed to provide the optimal experience for as many people as possible unfortunately what we design isn't always what ends up happening and while this new path and reality may be more efficient for those trying to get from point a to point b it certainly doesn't have a positive impact on the experience of my wife and i when we're when we're trying to find that nice cozy spot to play a play a scrabble game same thing plays out with our business processes they're designed for completeness and efficiency but the reality is that not all work flowing through the process is taking design route and that's going to have a negative impact on the experience of both the end user as well as the people working on the process are having and identifying what is actually happening within our business processes and then improving them isn't always as easy as that park example that we just had up on the screen there for most of us the continual improvement process is very manual time consuming and expensive it involves pouring through tons of reports right holding these virtual and in-person workshops maybe we even hire a third-party consulting agency to come us in and help us and then we need to get alignment on the path to move forward so if you think about it with the speed that many of our organizations moving today even when we get through all of this so much time has passed that the optimal path forward is has likely already changed the good news is with process optimization or in platform process mining the opportunity is now there for us to do better in a few clicks we're going to be able to expose to the relevant stakeholders the reality of their given workflows so they can start improving immediately and you're going to see those few clicks today so that's that's the beauty of this is the sim the solution is so straightforward that just takes a couple of clicks to get it going and up and running now some of you might be saying to yourself you know what we've already got a bunch of reports and dashboards that are helping us identify opportunities how is this different well if you think about it traditional analytics helps us answer the the what questions things like how many tickets did we work which types of tickets were those how long did it take to close those tickets and how did we perform against our targets and ultimately the most important question which are we improving our cycle times right these are all questions that you're probably answering today with our in-platform analytics engine called performance analytics and these are really important questions to to ask and answer um but i've been doing analytics a long time now one of the things that i have learned and you've probably experienced this as well is that information tends to be one of the most addictive things out there right you give somebody a little bit and they always want more right so you just give somebody a dashboard like this and you think you're giving them a ton of visibility which you are but then the follow-up questions come why are those things trending in that direction why is that metric not hitting the targets that we've set for ourselves and historically it's been really difficult to answer those follow-up why questions and that's where process mining comes in process mining allows us to start answering a whole bunch of questions that we've been getting over the years but have struggled to be able to provide the answers for things like where exactly is the process stuck or where are we doing any unnecessary rework where are we wasting time like which tickets uh or my favorite one is the the thing i call it the finger pointing report everybody wants to know who's holding on to the tickets the longest or if you happen to be a glass half full person that's the opportunity to improve report process money help us answer those types of questions all right it helps us give the ability gives us visibility into whether we're actually conforming to the process principles that we've laid out up front and in some cases it helps us answer kind of questions around which assignment group or which vendor is helping us run faster and slower there's a whole set of questions that process mining is going to help us answer that we've struggled to answer in the past it really it helps us get to the what i like to call is the why behind the kpis that are on the screen and we'll look at this in a live demonstration in just a second so how does this work how are we doing this well if you think about it every record on the platform that leaves a an audit trail behind every time it gets changed kind of like hansel and gretel leaving little breadcrumbs so every time a state changes on a record whether it be an incident or a customer service or hr case every time that changes the state the assignment group different aspects of it that information is stored in the audit log what we're able to do is pull that necessary or the relevant information out of that audit log and then pass it off to our mining engine to start doing some heavy-duty crunching of that information and then visualize it in a way that we've just not seen our processes in the past then once we on top of that that mining exercise we add in a whole bunch of smarts using other parts of the servicenow platform so we have a findings engine that helps us kind of expose common inefficiencies within our workflows we have a whole bunch of content packs to help kind of we we kind of learn over the years what are some of the common inefficiencies that people find within their workflows we've packaged those up within content packs to help jump start you on your process mining journey and you'll see some of that output in the demonstration and then we've also done things like integrated with performance analytics so right from a performance analytics dashboard if you see a spike or something strange in the data you can drill down and write from the analyst the analytics hub launch a process mining extra exercise for just that subset of the data within that kpi we've integrated it with continual improvement management so as you start finding things you can start that you want to improve upon you can create an improvement initiative right from the analyst workbench as well as some of the other machine learning or predictive intelligence capabilities that are baked right into it things like clustering analysis to help you see stuff in the unstructured data so we've packaged together a whole bunch of capabilities on the platform into this solution i think you're going to be pretty excited when you when you see the the product in action in a second last thing before we get to the demo i think it's really important to call out um that you've kind of got the ability on the servicenow platform to do closed loop process optimization you have everything you need in one place which isn't always the case if you start thinking about third-party process mining solutions if you think about optimizing a process there's really four phases detect analyze improve and monitor all right in the detect phase you really what you're looking for is you're trying to identify things that are going bump in the night something that's not right with the process and there's some capabilities in the platform you're probably already using today to help you do that things like notifications specifically on on slas perhaps or performance analytics and the targets and thresholds that you set or maybe you're using spotlight to identify something that's out of whack within your your process and then you move into the analyst analyze phase which is really where process optimization dominates and it's going to give you things like a visual visualized process map things like bottleneck and root cause and variation analysis and then you've got an integration with automation discovery for those who use itsm to help you identify where automation opportunities might exist within uh the data that you mine once you find those opportunities to improve the rest of the platform is there to to help you kind of improve uh things like you know let's say you identify some sort of issue with the intake for a certain type of of uh piece of work inside of the platform well you can always use the virtual agent to improve that intake experience maybe you identify um a ping-pong scenario inside of the organ inside of the workflow using process optimization well you've got predictive intelligence to potentially help you automate that triage process maybe you find an area where a lot of manual work is going on inside of your process and then you can start using things like robotic process automation on the platform to automate some of that manual work maybe you simply identify an inefficiency that's not something that you want to you want or can automate maybe it's just a human change um and you set up a coaching loop to help better educate the humans involved in the process to drive some efficiencies so many different ways to improve on the platform what process optimization is going to help you do is identify and prioritize the where you'll have the biggest impact and then the last piece the last phase is the monitor stage right so once you've identified these opportunities to improve and then you act upon those you want to make sure that you're monitoring them to make sure that the actions that you took are actually making the impact and that's where things like continual improvement management performance analytics and benchmarks come in so all four phases of this optimize or continual improvement flow if you will you have the ability to do all those things on a single platform with servicenow which is a really powerful place to be all right let's transition over to a live demo of the solution so i'm going to come over here of course i i talked too long so let's log me out i'm going to log myself back in [Music] and i think that where i want to start and we'll we'll come over here and just start on a dashboard just so you can see this integration between performance analytics and process optimization so as i mentioned earlier many of you probably have a dashboard like this in which you're looking in this case we're looking at the incident process and let's say i potentially see a spike somewhere here and i'm going to look at my resolved incidents and then right here from the analytics hub i have this option if you've got process optimization enabled to go directly to process optimization what that's going to do is it's going to start the mining process and get me to a place where i'm looking at just that subset of data that spike those 2800 resolved incidents on that day and allow me to start analyzing and looking at potentially what's going on with that subset of data and that workflow now for purposes of today's demonstration i'm gonna i'm gonna start from scratch um and this is the the second way that you can get to process optimization if you came over here to your left hand nav you can look for process optimization and you'll go to the analyst workbench and that's where i'm here i am here and i've got a number of different projects that i've mined so far but we're going to use this incident process optimization project for today's demonstration and once i drill into this you'll see i land on a summary and insights page and this summary and insights pages gives me a ton of information about the data that i mined and and kind of the process that i may be responsible for so in this case again we're focused on incident you'll see here across the top i've got some information about the 22 500 records that we mined those 22 500 incidents they took 3200 unique routes to get to closure now that's a little bit crazy right you're going to see that visually in a second and then we've those incidents it took them about an average 27 days to reach closure and i've got my standard deviation my median duration and then i've got my total records in the model so just the discrepancy here between the 22 500 900 or 22 900 is these are the records that i i tried to mine uh about 400 of them didn't have audit logs so we only actually mined these these 22 500. then i move down the screen what i've got here is i've got some key performance indicators related to the process as i mentioned earlier we provide content packs that are going to get you these indicators on this landing page but if you want to customize this for your specific processes or things that you're focused on you have the ability to do so for the incident process obviously we have our average time to resolve incidents or mttr which is a key metric that we're focused on as well as our percent of incidents resolved on by the first assigned group attached which happens to be a leading indicator for our mttr then as i move down the screen i get to this improvement opportunity sections and these are what are called finding cards and i like to compare these to a little bit to like hide and seek when i was growing up right when you were playing hide and seek as a kid when you were growing up you knew like the three to five best places to hide and when your friends would come over you know that they would try to hide in those places which gave you an advantage when looking for for those folks when you were playing these finding cards act the same way we know from a servicenow perspective a number of the different common inefficiencies that exist within workflows and what we've done is we've packaged those inefficiencies up into finding cards so when you run a mining you'll see things like hey we immediately bucket records that take longer than seven days to go from resolve to close and of those twenty two 000 that i mind here about 65 percent of them landed in that bucket or let's say multi-hop issues so it seems like incidents going through two or more reassignments i can see here that six percent of the records that i mined went through more two or more reassignments their average time impact of those changes were six days and total impact for those 1300 records there's 20 years of total impact time buried in that potential inefficiency that i can look and analyze and try to mine out so these cards we provide them out of the box they kind of shine a light where the opportunities exist and then you have the ability of course as customers to tweak them to meet your specific needs or you probably have hypotheses about your processes um that you're running on the platform and you can create your own finding cards to help you get a jump start on the analysis or and on the second half of it is to help you understand whether you're actually conforming to the the processes the way that you set them up as i move down the screen here i get even more information we get to our variation analysis section and what this is going to show me is give me some analysis of the 3200 different routes that these incidents or records have taken so this is the complete path that these have taken and i can start looking at things like hey show me the most common path so the one with the most records that have went through it or you know what show me the ones with the longest average duration or if you're easily scared this is where you cover your eyes show me the ones with the most steps and this is going to seem crazy but you're going to have examples like this in inside of your organization so it helps you understand the complete paths that things are taking and then the last piece of analysis on this page is the bottleneck analysis and what this helps me understand while the variation analysis looks the entire route that something takes this looks at the individual transitions or hops within it and helps me do some analysis there so in this case we've analyzed the states as well as the assignment groups so i can start doing things like show me the assignment group handoffs that maybe um are taking a long time so i can look at the assignment group handoffs and the average duration and then at any point in time when i find something interesting from a bottleneck or variance perspective i can click on this and jump right into the analyst workbench for just that subset of records so a tremendous amount of power and insight right here on this initial page within process optimization to help get you started now we'll transition over to the analyst workbench which is the piece that kind of gets everybody jumps off the screen at you and kind of something you just haven't most of us have not seen before so i'm going to walk you through how the analyst workbench helps us identify inefficiencies and some of the capabilities inside of here so first thing i'm going to open up my model statistics here and this is going to give us that same information that you saw at the top of the screen so my total records that we're looking at right now the total routes they've taken their average duration standard deviation and median duration um and then so if you look at this right now you know you've probably seen yourself dan you've been telling us that there's 3 200 unique routes here but that map doesn't look like it's showing us 3 200 unique routes and that's because by default what we try to do is we we isolate it down to the top 20 right to help you focus in on where the largest opportunities might be from a volume perspective but of course you could expand this out and you know i'll do this but you're going to see it can get really messy really quick so if i expand it out to show me the entire map of what's going on or 80 in this case you can see there's a lot of variability in there this is the type of thing that gets you your governance and risk and compliance people really really scared when they start seeing all the unique paths that something could be taking because every unique path is an opportunity for something to go wrong so i'm just going to bring it back to the the top 20 percent here um and focus it in so we can do a little bit more analysis and i'll zoom in a little bit more uh you'll notice on the map itself i've got the individual hops that things are taking and paths that things are taking so in this case here we're looking at our our states but i i also do have assignment group caused by change in problem on this map and the first thing we can do is you're going to be looking for like the largest or the thickest lines those are the ones with the highest volumes and the little numbers here are actually showing me right the highest or in this case total occurrences that's my primary metric but i can change this and i can say maybe i want to look at my unique occurrences or maybe i want to look at two things the volume as well as the velocity in which things are moving through so i'm going to add average duration as a secondary metric on this map so i can start seeing for each one of the transitions the volume as well as the duration now when customers ask where do you get started there's a lot here i usually say you know what i always like to look for these arrows that are going up in the process and then i think back to when i used to ski a little bit more these maps kind of remind me of ski trail maps i mean if i think back anytime i had to go back up the mountain typically that was a bad experience for me and uh and a learning opportunity or a way you know it's not the most efficient way to get down the mountain when you're going back up so i'm always looking for lines that are going back up and i've got one of those here in which i'm looking at records or tickets that went from a waiting caller info to in progress and i can see any time i click on one of those that uh the total occurrences so i got about 2 400 total occurrences of a record going from a waiting caller info range in progress about 1800 unique occurrences which tells me there's about 500 that went back and forth or took this trip more than once and one of those at least one of those took that trip more than six times so then i see here my total duration i got 11 years of total time built into these 2 400 uh total occurrences of back and forth or 1800 unique occurrences that's a that's a lot of productivity that if i could just claim a little bit of that productivity back we'd have a much more efficient process um i can also so i'm looking at the analysis that way but i also have this bottleneck analysis here where i can come down and look at the individual hops right on the map and i can see things like in progress to a waiting caller and phone a waiting caller and for in progress just like we did on the map but if i combine both of those i can see that my total duration there is 22 years so there's 22 years worth of opportunity or inefficiency if you will baked into that in progress to waiting caller info back to in progress hop so let's maybe isolate that and i can do that with this transitions filter and i can come in here and say hey you know what i want to just focus in on things that are going from a waiting call through that awaiting caller info node obviously we can make this a much more complex transition filter and add a few more activities here we're just going to keep it simple for now and hit apply and now i can look at just the tickets that are going through that piece and i can see that of my 22 000 about a third of them 7 100 are actually going through that awaiting caller info we'll come back to the map in a second but i want to introduce you now to the section on the left hand side of the screen which is my breakdowns breakdowns help me both filter the data but also give me some ability to get some insights about the the data that we're looking at here and you can configure up to 10 breakdowns per process model so i can start looking at things like channel and assignment group and different services categories and priorities here i'm going to come back to channel and i can see on this filtering i can see that i've got the volume as well as the average duration the roots here and i can start looking at the analysis in different ways if i want to now immediately i can see self-service has the largest percentage of records almost half of those actually more than half of those records moving through this this awaiting color info piece are self-service and their average duration is about one week so i might want to focus in on those but if i look at this the ones that are coming in the email they've got a whole extra week they're taking a whole extra week to get resolved or closed let me just focus in on those and see if i can isolate kind of an area of opportunity and reduce that two-week piece and it kind of makes sense if you think about it email's a very unstructured intake channel so that you're probably going to have the the need to get some additional information for somebody if the initial intake was was via email so let's just isolate those down so i can use a rel breakdown to filter down the records and i can focus it on a waiting caller info here and then i can start doing things like hey do i want to view the records for this or maybe i want to view root cause analysis and what root cause analysis does it helps me understand what my leading influencers are and gives me some probability analysis of when new tickets would come in via email where they're likely to end up so for example here i can see hey the majority of these uh tickets are our employee for categorized as employee portal and a new ticket coming in is going to be 13 coming in via email and going to a waiting info is going to be 13 times more likely to go in this employee portal category than any others so let me just focus in on those and hit apply and then i've got my integration with root cause analysis or sorry with clustering analysis here so now that i've isolated these maybe i want to start looking at the unstructured data inside of those tickets so things like short descriptions and descriptions or work notes which are typically very difficult to get any insights out of we use the clustering on the platform to help us bucket those things and lead us towards some some commonality or some some opportunities to improve and i can see here that my biggest clusters are focused on this email support account type of thing and if i want to i can come in here and i can get down to the detailed records themselves and i can immediately see uh an opportunity to improve right all of these are coming in and they look like somebody trying to change their email address on their profile which is certainly something that we could create a virtual agent conversation for to automate that process or that intake process of of changing somebody's profile something we could use a catalog item for maybe we even have a catalog item for this already um and we just need to market it a little bit better so just giving you an extensive kind of how you can use the different capabilities inside of the analyst workbench to help you identify an improvement opportunity now once you've identified that opportunity we've got a built-in oh we can do a couple of things one i can share this with other folks two i may want to compare this analysis with a historical analysis or a different type of analysis you can do side by side comparisons uh of these uh the analyses that you're doing once you do that you may want to kind of save this add a note communicate with somebody else in the organization about what you found and then lastly and probably the most important thing is this pre-built integration with continual improvement management so once you've identified an improvement opportunity you want to kind of either create a new initiative or link it to an existing initiative so it doesn't get lost i find too often in organizations what happens is you know somebody's done some really cool analysis they find something out they go to lunch and they tell their friend at lunch what they found out and that's where the the insight dies right you want to make sure that you're capturing these insights and then tracking them so we actually act upon that moving forward and this helps you do that by using continual improvement management last piece i'll show you here is just this pre-built integration with the automation discovery so as we've mined this data we've linked it up with automation discovery to help us kind of look at the mind data and lead us towards some improvement opportunities that exist or automation opportunities that exist in the organization so this uses machine learning to say hey based on those 22 000 records you've got 134 automation opportunities and they line up with 28 of the pre-built virtual agent topics that we provided and you can start analyzing these down it looks like we have one that's a hardware troubleshooting issue gives us some details about that and if i just wanted to focus in on the process map for those 1800 records that we've identified as a hardware troubleshooting issue i can click on this and it will generate the map for me right from here so just a lot a lot of power packaged up inside of this analyst workbench that comes with process optimization now you're all sitting there saying dan or all these 99.9 percent of you are sitting there saying dan this is amazing how do we get started um so i want to show you kind of how easy it is to create one of these models really really quickly and just give you some high level guidance in terms of what you should do so you're going to come in here and you're going to create a new project and we'll call this our our getting started project and then you can give it a short description align it to a goal and you can create templates those are things for a different day but really simply what we're going to do here is we're going to just kind of create this against our incident table because that's where i have my demo data but any table that you have audit logs turned on for will show up inside of this list of available tables and i can preview this and see that i've got 29 000 records now you've got your filter criteria here the best practice is to run this on closed records so in order to do that what we would do is we would say active is false you might have some additional criteria that you would add and then a question that also comes is like how much data should i mine or is there any limit to the number of data like you know back in the day with predictive intelligence there was like a a floor like you needed to have like we would say like best practice would be 10 000 records that floor doesn't exist um here from us from a process mining perspective you could mine three records if you wanted to mine three records really the answer to the question is how much data is what is a relevant set of data for you to help you understand how your process is currently running so you don't need to mine two years worth of data to see that you probably only need let's say the last 30 days so you could say closed on the last 30 days or something like that right would be a nice set of data for most organizations and i again my demo data doesn't match that criteria so i'm just going to leave it as the closed records and we'll just submit or save this so i've set up the subset of data that i want to mine i can maybe include approvals in the visualization and the only other thing that i have to do absolutely have to do is i need to add an activity definition now an activity is the things on the records that are changing things like state assignment groups i'm just going to add in state right here and say add initial activity and hit submit now you can create more you could put assignment group i find best practice at least when i'm getting started just to kind of separate it and only have one activity per model just to make it easier to read the map and then the the last piece that we're going to do here is we're going to add a breakdown so remember you saw those on the left-hand side where i was looking at channel assignment group category priority i'm just going to add a breakdown of category here and we can be done i can click this generate model sample and that's going to go out there and it's going to kind of get the data that i need to to mine it's going to package up that audit data send it off to the predictive intelligence infrastructure to do the heavy duty lifting of the heavy um the mining of the data and then it's going to spit that finished model back into the instance so people often ask about performance impact well we've used the machine learning infrastructure that's available to all of you to kind of make sure that there's no performance impact on the actual instance itself as you're as you're doing the mining and doing the analyzing of the data this typically takes two or three minutes to kind of go through so what i'm going to do is i'm just going to go well there there we go it's moving along more quickly than i thought it was going to take but as that runs i'm just going to bring up this the question and answers um that are here and this one question says is is this process optimization technology powered through salonist integration or is a separate function on note this is in platform uh process mining technology this is homegrown built into the platform itself um so it's not dependent on any sort of third-party technology whatsoever this is our our in-platform solution available to customers um and as you just saw because it's in platform the speed of kind of creating that model and configuring that model and then deploying the or getting visibility into your processes significantly accelerated right anytime you can do something in platform you have a huge advantage in terms of the speed to value and you just saw that here i mean in a matter of less than three minutes we uh we kind of set up a model mined the data and got these finding cards these insights and the workbench uh so i can start mapping it out that's how easy it is to get started and get going and start mining data of your own on your instance so i wanted to make sure that you guys all saw that here today the ease of use of getting going all right let's switch back here to the slides so some key takeaways uh one that i was just harping on there is that unprecedented speed to value or speed to insight you just saw it in action so you already probably have the data that you need to get started on your platform doing this today all of you have the rights to turn this on in your subprime environment and you can mine up to four thousand four thousand records uh in your subprime environment without licensing the solution um and you just saw what you need to turn on the plugin great you turn on the content pack great i'll show you what those are in a second but then you go and you do what i just did and as long as you've been capturing order data which you likely have because by default 120 tables on the platform including instant problem change case they all capture all the data by default you can get going and do what i just did on your own data second key takeaway is that kind of that closed-loop scenario all in one platform right huge advantage to be able to do the detect analyze and prove monitor phase all in one place instead of having to swivel chair have your your process owners or your your line of business managers swivel out to another solution and then come back into a solution to kind of close that loop and monitor these things or their processes over time and continually improve i mean the last takeaway and i i think i've harped on this enough is get you have what you need to get started let's get started right away start getting better right now what do you do next uh first um this was a great introduction i hope for you guys but there is an on-demand learn now learning course out there called process optimizations essentials um i i would hope that you go out there right after this is about 90-minute course it'll give you all the information that you need to get started above and beyond what we talked about here today then you're going to go activate the plug-ins there's you know one plug-in is the process optimization plug-in that's the main one that you need to activate um and then there's four uh content pack plugins out there one for itsm one for csm one for telco and one for financial services operations depending on which solutions you're using you're gonna activate the appropriate content pack um to go along with what you want to mine and like i said you can do this on your your subprime uh today and then the last piece here is uh a we host or i host a bi-weekly process optimization academy so every other friday at 10 a.m eastern get together we share a topic about process optimization open up for questions and then you can bring any questions you have above and beyond the topic that is kind of like an office hour session i'm happy to do our best to answer them some of them we answer right down in there some of them we post to the the community page because we need to do a little bit of research and some of them will turn into uh future process optimization academy sessions um we've done a few of these sessions already they're recorded and posted out there on the community so you'll if you want to go back and learn a little bit more or see similar stuff to what we talked about here today you can go out there and take a peek in addition to uh other resources that we have out there one there is a community forum specifically focused on process optimization it doesn't show up in that main forum page so you need to do a search for for process optimization community uh or process optimization form and you'll be able to get there i mentioned the on-demand training already there's an faq out there on that community site that pretty much acts as an index for all content that we posted publicly so it's got a lot of questions and answers out there but there's also links to uh recordings and and trainings and things like that so check out that faq and i just talked about the academy uh this week's session coming up on friday is going to be focused on what's new in tokyo for for process optimization all right now that's the content that i plan to cover today i'm hoping that you've got a few questions so if you do have questions on what we covered if you could post those in the q a session section now and i'll i'll answer those uh best i can here today those up i already got to the the first one oh one of them disappeared so i got to the first one uh about kind of is this technology um using a third party or not no everything you saw here today lives in the instance it's homegrown uh technology and like i said you should have access to it um at the first place okay so there's a question here it looks like got it so uh the the question here is kind of around ease of use that kind of looks like it it's a little bit involved but i i would say i mean once you go through the now learning training you'll see it's it's pretty straightforward um to kind of set something up in and kind of uh create create your first model uh the analysis piece of it kind of yes i would say that that map is can be a little bit involved for for many people um i would the thing that's important to call out um is the fact that this isn't this solution is a one of my colleagues likes to say a two to tango solution right um you need both a little bit of knowledge of kind of how service now works as well as the process knowledge um and to have the best success with the solution right you very often a customer will ask me hey can you can you take a look at our map and i'll look at it i'll see some common things but the reality is i don't know you know the person who knows the process is going to understand whether that seven-day closure time is what is expected and what you built into the process um or it's it's kind of out of the norm so it's one thing that we recommend is that you have both process as well as servicenow people involved um when you're doing your analysis and you start standing up a program around this that's that's kind of a best practice there as well and what you'll find at least what we're finding across customers and here at servicenow is that it's really helping the collaboration across the teams um to kind of get them going and say hey you know what maybe we should do this a little better maybe we should do this a little bit better we have some customers who are actually really kind of started to build this into their their bi-weekly and monthly process review process if you will uh the question here is there any content packs for hr or not how do i manage this for hr great question uh great question and um the uh the answer to that question is up until san diego this solution was focused for itsm as well as customer service management in tokyo we are um introducing it for hr so it will be available for hr and there will be content packs for hr as well also in tokyo the the plan is to have it available for uh app engine or application that you've created on your own on the platform that are not the out-of-the-box applications the long-term goal for this is that we make it available to all workflows running on the servicenow platform and obviously technically we're ready to do that we're just working out kind of how we go to market with it for for some of the solutions but today in san diego itsm san diego and before itsm csm in tokyo hr an app engine beyond tokyo most other workflows will be available good question another question coming in what about itom visibility like i said long term is to kind of have it available for all also solutions on the platform right now that's not something that's planned for tokyo but um we're considering all all options all workflows is kind of the goal any other questions comments thoughts i'm just going to go over the chat here because some people put questions in the chat every now and then so they look in here to see if there's any questions in the chat that didn't make it to the q a uh good question somebody's asking about the installed on a pdi unfortunately no these are not available on personal this solution is not available in personal developer instances because it does require the the machine learning infrastructure so what most customers are using is their subprime environments um to play around with it or develop environments to play around with it so not available on pdis unfortunately um so other question around itbm tables that one is a very common ask for for itbm looking at the process from idea demand and project um it is something that is certainly on the roadmap but not yet available for tokyo but uh it is is a high demand option that we were prioritizing so i would expect you to see it in the future release uh yeah so someone's asking about the cost involved um so from a from a selling point of view so the these currently in san diego the solution is packaged or bundled at the the itsm enterprise level but there we are for for tokyo of uh working on some additional flexibility for customers that want to use this outside of the enterprise level what i would say is just to check in with your your account team and kind of your service now folks to kind of get some more details around the flexibility that we're adding in tokyo for the solution question is is it available on partner demo instances i don't know if a partner demo instance is different than a pdi instance i'm i'm not sure of the specifics on on par what's available in partner demo instances i don't i don't know how to best answer that question uh someone's asked can we use it with itsm pro so it's it's kinda it uses some of the pro capabilities and infrastructure so pro is itsm pro is a i would say a requirement um and you can use it if you have itsm pro you'll be able to use it in a subprod like i was saying on a subset of instances but in san diego to fully use it you would need to upgrade to the enterprise level but i would also say um reach out to your account team on that one because like i said we've added some flexibility for pro customers in tokyo that's good somebody here knows my friend carlene it's nice to see you i'm glad you showed up and thank you for answering answering that question uh somebody is kind of sharing that most partner demo instances allow store apps and any machine learning apps to be installed so i appreciate you helping out on that one um is there any conflict with process optimization and virtual agent no i would say no conflict whatsoever um it is is actually uh a complementary solution right the as i tried to show in the demonstration uh the process optimization will help identify potential future virtual agent conversations or the ones that will make the biggest impact for you to roll out so no conflict any additional questions last minute questions that you might have things you want to talk about i'm just going to jump over here did i have oh there's a thank you slide and there's a servicenow slot so i think those are the last slides that we have uh no uh so the question is is this just for itsm no this is for both itsm and csm and as i mentioned in tokyo we're adding hr and the ability to apply it to app engine any other uh questions comments thoughts [Music] nope if you think of anything after the session is over like i said check out that community forum i monitor it daily i'll try to answer many additional questions you have there really appreciate you spending the time i hope you you got what you need to get started and get excited as i am about the solution um it's i said i've been in the ecosystem for for several years now and this is one of the more exciting things that i've seen us come to market and customers are sharing that excitement whenever we show it to them slides available i'm going to leave that to uh i don't know the answer to that i would imagine yes um but a lot of what if if they're not if you you go to the link and the the the recording is when the recording is posted and you don't see the slides go back to the community site that i mentioned the forum um a lot of these slides that were used here today are available um as part of the the performance analytics academy sessions that we're posting up there so you'll you'll be able to get slides that way the recording of my understanding will be available in a couple of days yes all right anyone else if not uh like i said appreciate the time here today and we'll call it a day thank you all for joining now i'll move to the thank you slide