all right well welcome everyone to today's process optimization Academy session and what we're focused on is what I think is one of the most impactful capabilities of the the solution which is finding definitions that are meant to help discover and monitor process and efficiencies uh but before we we get to them we have to get the academy Logistics out of the way especially for our newcomers and for those of you that are watching the recorded version of this session so the purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities so we'll provide uh how to's practical guidance and use cases different product updates um and as a group we're simply here just to exchange ideas and collaborate so we all continue to get better as it pertains to process mining on the servicenow platform so how these sessions will work we'll have a scheduled topic that we'll cover for usually the first 30 minutes today's will fall into that time bucket I think um we'll be diving into defining definitions then we'll open it up for questions on the chosen topic for that session and then we'll open it up for questions above and beyond at today's topic sort of like an office hours session so if you're you're watching the recording and you know you're playing around with process optimization on the platform you got a question pop on back over here for the next session and we'll try to get it answered or posted on on the community site and we'll get an answer to usually within 24 hours so these sessions are going to be recorded and eventually posted on the community so if that's a No-No for you at your company consider yourself warned um and then finally feel free to post your questions during the session in the chat um often during these sessions I'll pause and open it up for for folks to ask questions when it makes sense other times as those of you that are here have been here before you'll notice I like to ramble for a bit and and then eventually I'll go back and check the chat at the end to Aunt to get the questions answered and addressed uh you should all be on mute when you come in so if we do pause and ask for questions just make sure you unmute yourself so you're not sitting there talking to yourself asking a question in wondering why we're not answering or responding to you um and then in the situations when they do come up and I I don't or there's other folks on the home we don't have an answer for your question immediately we'll follow up and I either post the answer to the process optimization Community Forum or maybe if it's a big enough topic we'll use it for a future session that's a reminder for all of you if you have ideas for future sessions please put them in the chat or post them to the community site um so we we can start building up a backlog or a list of future sessions here uh this is the slide that says anything I say and do here today cannot be held against me in the court of law it's also the slide that says as part of these conversations if we make any forward-looking statement about what may be coming in future releases you should take them as such make no decisions based on those statements because things are always subjects to change in this world that we live in and I'm sure at this point you've now all read the fine print for those that this is the first time or you might be watching on the recording not just an introduction of myself my name is Dan Grady I've right currently a product manager for our process optimization solution but I've been at service now for about six years and that entire time been focused on our now intelligence Solutions so things like performance analytics predictive intelligence the virtual agent as well as our low code Solutions like our app engine Studio all right so today's agenda what we're going to be talking about as always do that quick two minute process mining refresher kind of like a process mining 101 for for folks then we'll dive into the topic for today which is finding definitions we'll get your questions answered we'll talk a little bit about how to get started and some additional resources there's some new resources that were recently released that I want to make you all aware of um and then we'll talk about the the future sessions that are coming up all right so quick Refresher uh for for those that are newcomers with with everything we do there's a design and desired path in our minds for for how it should work and how things should play out whether it's planning a session like these process optimization Academy sessions or a business process and when you design things you design typically for both efficiency as well as completeness to provide the best experience possible for everyone uh unfortunately though what we design is is not always what happens in reality what in platform process mining or process optimization allows us to do is use the audit log data that is generated as records move through a given workflow on the servicenow platform to create a visual representation of what is actually happening within our given processes and this new level of visibility helps us accelerate our ability to identify inefficiencies and Improvement opportunities within those processes so process mining gives us the ability to answer process questions that have historically been super challenging for us to answer on the platform with let's say reporting or traditional analytics on the platform so if you think about it traditional analytics will allow us to answer a lot of the the what questions about our process right process mining helps us answer the whys so things like where is our process stuck where is the rework happening where are tickets ping-ponging between groups so or where aren't we conforming to the process that we designed at the very beginning um and my favorite one I always like to call this one the the customers ask for the finger pointing right who's holding on to the tickets the longest if you're um a more optimistic person you probably call that the opportunity to improve report um these are all things that customers have always come to us from a servicenow perspective and wanted to answer but they've been a little bit of a challenge or difficult to answer and even more importantly and more difficult to act upon um and now the answers to those questions are available in a couple clicks we like to say that process optimization is going to get you to the the why behind all of your kpis all right now for today's topic the visualized process map is typically what gets everyone's attention when they they first see process optimization and in my opinion it sometimes causes people to overlook the fact that they can simply surface opportunities to improve without ever even going to the map or you know maybe surface opportunities before we even go to the map is probably a better way so if they start using finding definitions um it's like yeah the the calculator makes doing math homework super easy but you know what just using the answer key makes it even easier is kind of what I like to think about when I'm starting to think about what finding definitions are so or what they can do for us so so what are they um their preset rules that you can apply to a set of records that you're mining they basically bucket and highlight non-conformant or inefficient activities so things like multi-hop issues or processes that are bypassing steps can be highlighted right up front on the summary and insights page for a given project so before our process owner or analyst even views the map they can start seeing hey here are some things within your process you might want to pay attention to um some of you may have heard me use this analogy before say this before but a lot of analytic Solutions are designed to give people the ability to sift through the haystack to find those needles of opportunity but I mean the reality is if we could just get rid of the hay and show people the needles of course we'd do that right finding definitions allow us to start removing some of the hay right up front for our process owners and other stakeholders so what we do is we provide some pre-built finding definitions across itsn CSM and HR via something we call content packs to get you started but then you'll have the ability to adjust the out of the box ones that we provide and create your own to test and improve hypotheses or or monitor whether processes are conforming over time once you make let's say an improvement or change you want to start seeing hey is this situation popping back up you can use these finding cards to start seeing that um so just something to think about when you know many of you are probably just starting out with your your process mining exercises at your organization it's always good to kind of discuss with your process owners ahead of time where they think inefficiencies exist um and if possible create finding definitions to to align to those things like just ask your products you have two or three ideas of of where inefficiencies existence process most likely they do um and then create finding cards for those it's just going to make the experience they have the first time they come into process optimization that much better because oh my gosh you've solved my problem or at least shown a light on the problem that I thought I had here and directly get them uh to the some some insights just to give you an example of a Content pack uh this is the the kind of the itsm content pack that we provide um it comes with 13 finding definitions packaged up inside of there to get you to started and if we look at some of the 13 that come out of the box we have things like incidents moving to on hold state two or more times or incidents that have had their resolution rejected more than one time or incidents that are going directly to resolved and then can close actually I think someone on the call here was involved in this had this use case just the other day um uh where the on an office hours call was brought up they were looking for the percentage of an incidents that that met this condition of going directly to resolved and closed and we were able to potentially use a finding card to kind of show them the answer to that question and then of course obviously the multi-hop issue is one that um most of you uh ask about or a lot of customers are very interested in ice analyzing so those base finding definitions for a given process like those 13 that we provide on the itsm side those are stored in a a process configuration record so you can get to these process configuration records in the process optimization module in the left-hand nav you either have to be a process optimization admin or power user to configure these prior to Tokyo you can create finding definitions at only the process or we'll say table level let's say like incident meaning that all finding definitions will be applied to any mining project that goes against that table or hits that table now in Tokyo if you're on the last call you saw this but just as a reminder for people that are new in Tokyo we added the ability to create project level finding definitions to be applied in addition to those process level ones so you can start hey here's the foundational ones that we want to acquire apply across all mining that happens on this table but then individual let's say process us owners or analysts can apply that or create their own finding rules or finding definitions at the process level and we'll we'll look at that a little bit when we get into the instance itself so finding definitions themselves they're made up of a sequence of of rules so we'll go into the instance and look at this in a at a few of these but essentially what you do is you can figure a starting step like hey this thing happens then I can be configure some the next thing then something else happens and you can put in some time qualifiers and add some additional constraints and if you look at this example here on the screen we are looking for records where an approval was requested then approved by the same person that's usually not something that we're we're cool with right if you you're not really getting the check and balance system if somebody that's requesting something is allowed to approve it on their own but uh so you might want to call those out if those are actually happening in your process so you can set that up it's either your start conditions or end condition and then that relation can straight on the right hand side performed by the same user um I put these slides in here kind of as a reference I'm not going to go through line by line but just kind of some examples of of the conditional logic that you can use and set up when you start setting up your finding rules and and kind of just as a reference piece here in some of these condition types are available now and then I kind of starved the ones that are new in Tokyo because we did do some work in Tokyo to improve the complexity of the the finding rules that you can create as you're going through this so here's some of the project predicate logic that's easy for me to say that you can add some occurrences so that's the idea that hey this condition I only care if it's I want to start this when it hits that state for the first time or maybe it's the last time that it hits that state that you want to set it up so you can add some occurrence matching logic there and then some of the the constraints on the right hand side so from a Time perspective or potentially what you know we'll create one in a little bit in which we say hey I want to look at when this is in the work in progress to resolved bucket for the same group assignment group for more than 36 hours we want we're interested in those let's say the other thing to call out here is when you're creating your finding rules you have the ability to start stacking them so you may have more complex scenarios where you need to to start stacking a sequence of events for example you may be interested and we've talked about this one earlier right it may be instancing records that go directly from start of the process to resolved and then immediately after resolve they go directly to the closed state so that would be a scenario where you'd want to set up you need to set up sequencing of two uh finding rules stacked on top of each other now last thing before we get into the instance and look at these I put this in here as a reminder for me because it's something that I typically forget um and and if I wasn't already bald this is the type of thing that would cause me to lose my hair so it's important to remember that finding rules are based on the data we're mining from the audit logs right so the data that we're pulling from the order table is based on things that we configure in the model specifically the we're interested here in the activities we configure for a model so if if the data isn't in an activity record that or an activity value that you set up you're not going to be able to apply a finding rule to it so uh let's say for example this is kind of so far what you've seen in a lot of the examples you've seen that we focused on States or approvals these are these are typically things that we have activities for so if you think if you remember what an activity is those are the different kind of like nodes and transitions that you're seeing we've very often looked at setting up an assignment group and um and state as an activity so those are typically what you're going to be building your finding rules against if you don't have an activity for something you can't really apply a finding rule to it so it's important if you're trying to configure a finding rule you set it up then you go over you mine the data and you're short like I I know I have um uh Records that meet this criteria they're not showing up in the finding rule it's typically because you haven't set up an activity to make sure that the appropriate data is available for you all right enough slides Let's uh jump over to the to the instance and take a look at some of these things in action actually you know what before I do that I'm just going to pause and see if any questions came up in the chat there's one question Dan about yeah sure um what is going to be available in both San Diego and itsm standard license and if you can comment on that sure definitely so uh what we're looking at here today and everything that I've kind of talked about so far uh with the few exceptions that I called out are San Diego based uh so and a lot of that stuff is is already available even from the the Rome release from uh uh kind of a licensing perspective so process optimization is available as part of the Enterprise uh offering so it's not available from an itsm standard perspective you need to kind of get to the Enterprise level um and remember the the Safe Harbor slide but if you're at the pro level uh you should read content and you're interested in process optimization just work with your account team because we're working to add a little bit more flexibility for customers that are at the pro level to start taking advantages of this capability so work with your account team if you're interested in what you see here today and you're already at the the pro level all right so let's um let's take a look at some of these in action I'm going to come over here to this uh project that I've mined and you'll notice we talked about this already but I'm going to get to the summary and insights page and this is where we're going to start surfacing um those finding definitions they're they're bucketed on the summary and insights page underneath the Improvement opportunities section so you'll start seeing some things like this culture of bad cleanup right records that take longer than seven hours or seven days sorry to go from resolve to closed I mean this is an example we you know that with customers they have different different customers have different time frames that they look at whether it be seven days or five days or whatever it might be so you make this is the out of the box one you may choose to adjust this finding rule or something here where incidents took longer than took more than 12 hours between work and progress and resolved and we'll go build one that looks like this maybe we'll make it 36 hours uh here's that one where incidents go directly to resolve to closed and on any one of these cards here you'll notice so I've bucketed of the 22 000 records that we we mined or incidents that we mined here 13 of them met this condition they go directly to resolved and closed um and I can write from here get to the map of just that 13 of the record so it's kind of like hey finding card shown a light on the fact that this condition or this inefficiency or non-conformance is happening and now I want to get directly to focusing on those scenarios when that happens and you'll see my map is focused in just on that path start resolve to close we can start looking at other metrics on top of this but more importantly typically when you use these finding cards and you isolate a certain flow that's where the breakdowns start coming in really come into play from an analysis perspective where you can start saying hey which assignment groups are involved in in these incidents these 13 of these incidents right which are the the biggest contributor set or maybe which category of incidents or service are the ones in which we're seeing this happen most often so we can focus in on let's say a category and see that hey about 1.9 or eight percent of them are hitting that that are coming from the It Business Service Group and I want to focus in on just those and apply that filter and narrow it down so it's the finding card is really a great starting point for a lot of the analysis that you're doing especially if you work with your process owners up front to get their hypotheses about common things that that happen in their processes or things that they think are happening and they're just having a hard time proving them we also got our multi-hop issue one here um which is a very common one and then if I come over here another one that is super helpful um is this one in which Solutions get rejected right incidence resolution rejected by customer more one time more than one time if I just open this one up you'll start to see on the map that'll take me to just those and those big thick lines going back between resolved and in progress to start analyzing and again using our breakdowns we can start seeing which types of tickets are the ones in which we have an area that can improve the quality of the work that we're doing so that's kind of how you you visualize from a process owner perspective and start using them from an analysis standpoint but let's go and look at kind of how behind the scenes how these get configured as I mentioned in the slides what we've got I'll come over here to my left hand knab these in San Diego you configure these at the process level and they're stored the finding rules are stored in your process configurations here so I've got three process configurations right now one for change request one for the incident table and one for the SN customer service case table and if I open up the incident one I mean this is one of those ones that comes in the content pack so if you turn the content pack on you're going to have this process configuration record set up for you this process configuration record controls kind of the auto root cause analysis that we do the automation Discovery configuration as well as your clustering configuration for that table so when you run some mining against let's say the incident table in this case and you do the cluster analysis all the configuration for that is kind of stored or mapped I should say is probably a better way map to from this process configuration record in addition this is where you find your finding definitions um here so if we start looking at let's say that one that we were just focused on the solution rejection issue I'm going to open up that finding definition you'll see you have the ability to categorize these out of the box we have categories for Quality conform performance you can certainly create your own categories to start just organizing and filtering your finding definitions that you have out there they'll give it a name and then you start setting up the individual rules that will be involved in this case here if I open up this rule just open the record you'll see right we're looking at incident resolution record the ones that have come back so the first start condition is the state was resolved and then after it resolved eventually followed by so you can set these up to be followed by eventually followed by not followed by or not eventually followed by so at any point after the state was resolved if the incident State goes back to work in progress I want to capture that record and bucket it into that finding car that's going to show up in the summary and insights page so just gets you a really powerful way to get down to a level of granularity when you're doing some analysis that you just don't have anywhere else on the platform maybe we want to look at that um one that's going from resolve to close because that's a multi-step one so let's see process step Mist I think yep let's open this one up and you'll see we've stacked these now so the first one in the sequence if I open it up it's going to have pay state is New or process start so this is an example of a start condition you have the ability to create or conditions so it's I want to start capturing these records or the start point if it was State as new or directly at the beginning of the process so you can set up four conditions and then if it was eventually followed by the state is resolved great so I'll capture all those records that go directly from new or start to resolved and then in addition to that I want to say well it's got to go immediately from the resolve state to the closed state so just the ones that go from start to resolve and then immediately from resolve to close so you can start stacking these conditions to create a very complex scenario or a very specific scenario that you want to start bucketing in a finding room and then the last one here that we'll look at is that multi-hop issue one because this has got a this is a unique kind of condition logic here if we open it up you'll see in this one here my start condition is assignment group is anything so any assignment group gets set on the record and then if that's eventually followed by another assignment group getting set on the record I want to capture those right so you can make these if I created what you'll see when I go to create a role in a second you can make these very specific so you can set up conditions where you only want to focus on assignment group a to assignment Group B and maybe back to assignment group a or you might just want to make it pretty generic and say anytime the assignment group changes more than once on a ticket I want to bucket it here so you've got the ability to make it specific or leave it a little bit more open-ended when you create these rules all right let's uh go and build one so you can see the process from the beginning so I'm going to click on new here and we'll build one that says um we'll build a rule that's around let's say a single assignment group holding on to a ticket world for more than 36 hours so it moves to work in progress takes more than 36 hours for that same group to get it to resolve we'll say so we'll call this Academy today incidents more than 36 hours we'll say and we'll bucket this in a performance category and we'll say submit and now we'll build our our finding rules so we'll say new I'll give it a sequence this is going to be the first step that we want to capture and the start condition you'll notice here on Stark conditions you've got this Library as you create start conditions those are going to be a whole bunch of them so stages resolved state is work in progress you create these conditions and then you can reuse them over and over again I'm going to just build a new one so you can see what goes into building a condition so we probably already have the ones that I need out there but let's just do one from start from the beginning so the first thing that I want to capture is I want to start this process or start capturing records if they move into the work in progress state so we'll say start at or in progress we'll say start it in progress and then when we set up our condition types right now we can either set up a field value condition we can do an or condition which says you know I want to combine two of these field value conditions together in my my start or in this this condition here or I can simply say you know what I just want to use the process start or the process end so as soon as the the record is created I want to start or as soon as the record is closed or most default I want to end so we'll just we're going to do a field value condition here and we're going to say that the state remember when you're creating these field value conditions they have to it has to be data that you're going to be capturing as part of an activity a definite use definition you set up so we're going to say the state is right and here's where you can set up anything like we saw before in that last example but the state is in this case uh in progress okay and then I've got this occurrences to match so I can say hey I want to start this anytime it sees the the in progress but for the start maybe I the first time it moves to in progress that's when I want to start um this this rule like the first time it hits in progress that's where I'm going to start my counter so we'll hit submit and then I've got my relation so do I want it to be followed by something eventually followed by something not followed by or not eventually so we're going to say you know what eventually after it moves to in progress eventually it's going to get to result so I'm going to add a condition that says uh Academy resolved I'm going to say today just in case I've created this one before again it's a field value condition and we'll just say that the state is going to be resolved okay and you know what I want to make that the last time so the last time in that audit Trail we see resolved because you know what if it gets reopened um I'm still going to want to count that in my my 36 hours here just for this use case I don't know if that makes sense in your worlds but in just for this use case let's say that so I've got this anytime it moves in progress and then it's eventually followed by the last resolved I want to start capturing those but specifically here I'm interested in ones that are let's say in that in between that time that it starts in progress and gets to the last resolved that take 36 hours right that are longer than 36 hours so I'll set my minimum duration to 36 hours actually I should probably do this to be one day in 12 hours if I had hit submit it would automatically update that for me but so now what we're saying here is hey if it lives between work and progress and resolved for more than 36 hours I want to capture those and let's just for purposes of this exercise let's add an additional constraint and say you know what I want all of that time to be you know the ticket to be in the same group so we'll say has the same assignment group the entire time that it's living in there great and I'm tracking the duration of what's going on and we'll hit submit and now I've got that rule set up now in order to not sit here and wait for the mining to take place I kind of pre-ran this one in my Academy finding examples so I'm going to come over here and I think I already have this one set up inside of here the result of that would be hey work in progress same group for more than 36 hours if I just wanted to look at that here and you'll see I've got this big in progress to resolved and if I kind of came in here and put my average duration on that just so you can see more than two days so that's kind of where I'm starting to capture those records so that's kind of just the process of creating your finding rules and your to the definitions themselves I just wanted to walk you through that so you got a sense I believe that you know you can get pretty creative with these and I also believe that these are super powerful and kind of when you start getting into it and you start really using process optimization you're going to find that these are maybe even more valuable than the map itself the visualized process map itself for your process owners or stakeholders that are involved in the process just uh pause there and um any questions that anybody has oh when I see your runes joined us any any questions that we want to that came up as we went through that we're good it looks like I'm looking at the chat it looks like you're ruining answered some of the questions in the chat so that's good um so let's see what's the I'll ask I'll just call them out just in case you're not monitoring the chat what's the difference between followed by and eventually followed by and your roon answered followed by is directly followed by so it immediately happens after that um that step whereas eventually followed by is hey just like the one we just set up we said hey I want to start this from the work in progress happened and then eventually somewhere along the way after we set the state to work in progress we hit a resolves data didn't have to be the next state that we hit it just it just happened somewhere in the life cycle of that record so one is immediately following one is anywhere in the life cycle and then we've got another question here is there a way to look at business duration versus duration on finding cards um in your room kind of uh you ruin I don't know if you want to come off mute and kind of answer that one out loud to make sure I get it right it looks like you had a chance before yeah um yeah so we have two type of metrics if you will well more type of metrics but we measure on two areas one is the project level so there we measured duration from let's say the first event until the last event so if you have a simple process model from new uh working progress on hold work of progress to resolved it measures the entire life cycle so those are the ones that you see in the breakdowns that you see on top of the of the screen and then you have the specific uh finding cart ones that those are measured from the you know let's say the first occurrence so basically the start condition so if you specify the first occurrence of new until the last occurrence of in this case I wrote work in progress or or you know sometimes you you want to measure for example the first occurrence of resolved until the last occurrence of resolved because that tells you actually how long you lose because tickets get reopened right so you can specifically measure that so that that's basically the the measures so if you talk about business duration for example do we use calendars that's something we don't use yet so you cannot for example exclude Saturdays or something and then there was one other question out there and I'm not sure if I understand it correctly and you might um about uh how do I use sequencing in there on the roam release this was you and do you remember if the ability to stack those rules was available in Rome or no yeah those are available wrong as well yeah yeah so it needs to be a condition one needs to be true and then condition two also needs to be true but also available in Rome that's good uh yeah yeah yeah so uh there's one question how do I use the sequence correctly yeah like I said right so um it's it's this the sequence of uh of our current so they need to be more or less an end class so Row one needs to be true well two need to be true overall three need to be true and then it's considered to uh to be valid in the in the finding definition and they keep building on top of each other so perfect uh any other questions I just want to quickly so I know somebody asked earlier I'm gonna we have made some enhancements in Tokyo we covered this on the Tokyo updates but just if this is your first time I'm going to call it Dean Hansen specifically in Tokyo for um the the finding definitions but before we do that any other any other questions we want to touch on yeah maybe then the question around the ore and the end uh so there's also an or Clause uh in for example the stop condition so if you have uh let's say the start commission is the first occurrence of new I just say something and then the stop condition so stop measuring when it's either for example resolved or closed or something like that so you can have uh stop conditions but uh yeah all clauses as well hopefully that answers the question and uh in the chat sorry uh that's good that's good all right so uh in Tokyo uh so what we were just looking at San Diego which is where many of you probably are I don't imagine too many of you have moved to Tokyo yet but in Tokyo we've added uh a number of enhancements three main enhancements to finding rules and definitions um that are important to call out first and I mentioned this a little bit earlier we've now given you the flexibility to add rules at the project level not just the process level so we were in that process configuration right there um and kind of all of those rules that we we created they they would be applied for any mining project that was applied on those tables across all of the all the projects well that's not the case anymore in in Tokyo individual process owners or analysts that are creating their projects they're going to be able to create their own project level rules that don't get applied across everything just specifically for the analysis that they're trying to do uh We've also added the ability to create custom start and stop conditions when you're doing a mining so these are for scenarios where maybe you want to analyze it in isolated portion of a workflow uh you so for example a number of customers came to us and said hey we really just want to analyze the workflow up to the resolved State and not go all the way through to the closed tops can we can we just isolate those that part of the workflow so we added that ability to set up those custom start and stop definitions um to keep the numbers for some customers they wanted to keep the numbers somewhere in line with some of the kpis that we're tracking around resolution times and then then finally we added some more flexibility in terms of how you define the rules to account for some more complex use cases so uh you saw when we went in there and I was saying hey uh the state is this or the assignment group is this um you we've added some ability to do some contain so we had a scenario where a customer wanted to kind of a group a set of assignment groups together to match to a finding oil condition and all the assignment groups started with let's say emea or AMS or something like that so we were able to say hey anything that matches these or contains these this values that just gives you a little bit more of flexibility there uh oh here's a screenshot of the the project level finding rule so you'll notice here um I forgot that I put this in uh but now you'll see in the related lists at the bottom of the screen I've got my process finding definitions those are the 13 that come out of the box for for incident and then I had this ability to create a project level finding definition so in total I'd have 14 finding definitions set up for this specific um project that I was mining so it's just that you inherit the 13 that come at the process level and then you can add your own for your specific project now some of you are probably saying these books are super awesome um but I you know I've got some ideas but I'd love to have more ideas uh one of the things that we've done to help uh you you think about our brainstorm on some ideas for finding cards in your world is we've recently released a new asset out there on something we call the book of inefficiencies and this was driven by us on the product team but also our now on now team who's been using process optimization internally against a whole slew of uh processes our goal is to kind of have each of the process owners working and using process optimization for something like 90 processes that we have on the platform here at servicenow I think so as part of that exercise we found a whole bunch of inefficiencies and we packaged them up into a an asset that we've we've posted out there online if you go to the community and you'll be able to find this on the community Forum page underneath common inefficiencies posts that we have out there and it's also going to be in the deck and I put the Link at the bottom so if you go to the community and you bring up this this article the link to these this asset will be there as well we've also just also released a kind of a white paper that's not kind of it is a white paper um of how we're using in platform process mining inside a servicenow itself so it walks through a little bit of process mining 101 it talks about kind of how we set up our program here at servicenow to kick off and roll out process money across the organization and then it details um the findings of five specific processes uh or or process owners findings that they had as part of the exercise so across HR Asset Management I think somebody asked a question about that once before um and then uh I think incident request and change are also the other three that are detailed in this white paper uh this is the community post that uh if you're you're going there and say I would love to get my hands on that book of inefficiencies find this community Post in the Forum um and it's attached or there's a link to to to that book of inefficiencies that's there all right I think I'll just open it up for any any questions about finding rules finding definitions or anything in general as it pertains to uh process optimization on the platform would say we've completed no Dan oh hey you knew I was going to have one right I I would be disappointed if you didn't ask a question so if I create a process definition for a particular project can that be copied to another project or shared um probably can't be shared because it's specific to a table but can you copy the parameters that's a that's a good question uh so the the um rules themselves so like hey uh starting in work in progress you know when I hit that little plus and I created that that's going to be added to a shareable library um the actual full definition itself I do not believe becomes available in any way shape or form to other approach but I'll pause jaroon are you still with us yeah but I didn't get the question okay perfect so the question is let's say I create a project level um finding definition right is that going to be available anywhere else to other uh let's say analysts or process owners or is it the the definition that where no so the yeah so if you're happy with it that you would like to save it in your library right yeah that's not what we have right now yeah not today but the the actual so the the the rule inside of the finding definition like where I say hey start at work in progress that's available across all projects just not the definition itself correct yes yeah yeah so I got you that thing helpful sure because I'm just thinking about you know when you spend a lot of time building a pretty complex model right and then you maybe want to replicate what you did for incident maybe to monitor the change process or the problem process and some of the tables are shared right um and Status indicators are shared you may not want to have to recreate everything from scratch you know so some level of duplication or copying pasting of something of some sort would certainly be helpful when you're dealing with that that's good feedback that's good feedback that's something the good news is um jaroon is my counterpart on the product management side um and he he manages and handles the road map so it's good consider it added thank you yeah anybody else have any other questions I see a question here just the the when will the deck be available give me give me like um probably an hour I'll get the recording in my inbox uh I will then uh quickly edit the recording um and I will post it it should be posted by the end of today I say is the safest uh the the recording as well as the deck will be posted to the community for the process optimization Community forum [Music] anyone else have any other questions yeah one thing that I said then is yeah um not sure if you're already covered it in a Tokyo one but it we got after the question like uh can we provide some contextual information like uh you know while it was assigned to my team and you know this and this happened for example uh whether was it assigned to my team did we have for example uh you know prior to ones or was already degraded or did we have as late breach did it happen well it was assigned to my team those type of analysis are can be done also in uh in Tokyo so you can put contacts to your start condition so a little bit more detailed so not only start condition should be my team which start condition should be my team and this should happen that's good yeah yeah that's an interesting one and yes sir no no I said we talked a little bit of it but not that then in the Tokyo but now that the level of depth for sure that's uh the contextual um the contextual or conditions yeah so especially for for teammates it's handy right because you're managing your own teams that's the first condition and then you know secondly if a particular event happens that'll give me those and in Tokyo we have the multi-dimensional mining so in one graph you can you know visualize and correlate for example uh uh requested items with uh with acid task and what you can do then create a rule for example give me all the requested items where the tasks are still for example uh you know waiting for approval or those type of things for longer than a particular time so that means that you know which SC desk and I see test means service catalog task is screwing you up and also where in the process of the asset task and that's also available on Tokyo I just uh before we we move on to just wrapping up I'm curious uh on two things curious after seeing kind of what we could do with finding rules does anybody have any thoughts on specific questions that they're interested in going back and and creating a finding rule for now that they know that they can do this I might be curious to know what the capabilities are Dan that you know you're looking a lot of the state changes in the process flow but there might also be things introduced that cause issues like perhaps the wrong CIS are being associated to an incident ticket and that's a recurring activity so I don't know if that level of granularity goes there uh it's so um and your room correct me if I misstate something here today but uh today that would be somewhat challenging but in uh the Utah release Safe Harbor Safe Harbor uh we're adding a capability what what's the what's the word for that capability okay that so we're we're enhancing it we're enhancing I'll just say simply uh we're making and adding an enhancement to this solution so you don't need to have the data inside of the activity records to apply a finding wool forward uh it's probably the simplest way to say it so um just to make it a little bit more robust today I don't today I think that would be a little bit of a challenge at the CI level um today it requires that you create a CI level as activity definitions yeah you definitely can do it but your graph your map would get scared yeah your map will be a massive you know it will be insanely large uh so you could you the first of all you can solve the use case um so if you have this question you can just create a model based on CI and state as your activity definitions and uh create your your final rule so you will have the answer now you don't want to create always a new project for right you want to do it at one therefore we introduce yeah then we call it internally attributes of interest but attributes or you know activity definitions that you don't want to see on your graph but you would like to consider for the finding definitions and yeah those are typically maybe uh you know assigned to CI those those type of things right right especially extremely large volumes that because it makes the graph yeah impossible to read but it gives you extremely handy and such right so that's that's why we uh come up with them oh right um so here's just one more question I'd be interested in creating a finding rule to determine which instant records sit with a specific team for x amount of time before you looked at it and then just reassign instead of being resolved I believe that's something that we can do today uh Quentin um because we can use the combination of the the duration or those those time constraints um as well as the kind of what the next group is as a the follow-up step so pretty sure we can do that one today just to to wrap up um and perhaps maybe I'll create a little example and put that on the community for that one Clinton for you all right just wrapping up for those that are first timers and uh have not actually started playing around so what you do next uh is you go out there and on the now learning site there's a process optimization Essentials course it's a self-paced on-demand training that takes about 90 minutes to go through go through that training then you have the ability to activate the process optimization plugin on any subprod instance and mine up to four thousand uh Records uh if you will and so on your subpro if you want to go out there you want to turn on process optimization and then turn on the process optimization content pack turn those two things on and just try it out on some mind some records for for your incident process uh some other resources that are out there for you one uh they got the community form there is a specific process optimization Community Forum unfortunately I didn't get to the party fast enough and um I'm the Forum is not listed off the main page list of forms you actually have to search for it to find it but it's out there that page if you've got any questions ideas things that you want to talk about on future sessions please just go out there post them on the community uh you ruin myself and others we check it every single day to make sure that we're answering questions so so please post there there's an FAQ out there on that site that basically links to all of the content that we've ever posted publicly so if you're you've got a question you're saying hey I wish there was a recording for this it might be out there just check that Community FAQ we talked about the essentials and on that from that FAQ you can actually get to uh we've got a recorded demo of process optimization out there so if you've got others in your organization that are potentially interested or might be interested in the capability solution if you want them to see in action there's a 10 to 15 minute demo recorded that we put out there on the community side as well that you can share with them uh last bit we did a bunch of questions just kind of talking about what's coming up next the next session in two weeks we're going to spend a little bit of time on like uh just kind of how do we operationalize process a process money program in the organization so it's it's one thing to mine some data um and get some insights but then you need to act on them and you want to make it part of your continual improvement process inside of your organization so we'll we'll just share some things that we've learned from our rollout of process optimization here at servicenow as well as kind of some of the other customers who have started going down this road we've kind of gathered some things we've present some ideas but super interested in in hearing from all of you um in terms of kind of how you're approaching process monitoring at your organization and kind of what your process looks like internally it's one of the things that you've done so we can all learn together to kind of make the successful process mining a successful program in our organizations followed up after that session we'll look at under the integration between Workforce optimization and process optimization and then the session after that that we've got scheduled is yaroon mentioned recently that in Tokyo we've released this ability to do multi-dimensional mining which is kind of visualizing on a single process map interconnected processes like this catalog request to the catalog item to the tasks underneath it or an HR onboarding process those create very powerful Maps but navigating them and working with them and analyzing becomes a little bit more involved so we want to make sure we spend some time talking about how do you interpret those interconnected process Maps with that last bit anybody have any additional questions before we uh close out the session today no if not look forward to seeing you guys on the community site and uh if I don't see out on the community forum for possible optimization I look forward to seeing in a couple of weeks thanks for your time today everyone