all right well welcome everyone to today's process optimization Academy session the first of 2023. a couple of quick housekeeping notes um so this year we're going to scale back the academy sessions level we're only going to be doing once a month instead of twice a month we already have a bunch of foundational content out there for you in the form of recordings um so we're going to make some adjustments um what we're going to do you'll see some adjustments to the webinar invite first of all so you might get some cancellations I'm going to figure out how to do that with the least impact possible to you um and then I'll be posting the scheduled dates um on the academy landing page for the the future sessions but to supplement the academy or in addition to the academy we're going to start up a video blog series I think they call them Vlogs and they'll be focused on specific use cases or inefficiencies so um maybe once a month we'll post a new one specific use case little video on kind of how to attack it or how to approach it we figured that would be a different way to get the content out there since so many people are watching the recordings now for for today's session uh we're gonna focus on different ways to isolate or filter mine data to identify potential opportunities uh there's a ton of flexibility within the analyst workbench itself to do some ad hoc questioning and and some of the capabilities might not be jumping off the screen for those of you that are new to the to the analyst workbench uh so we wanted to cover those today well of course though we we have to get the academy Logistics out of the way for our newcomers and those who have stumbled upon one of our recordings for the for the first time so the purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities I will provide how to's practical guidance and use cases product updates and and as a group we'll just exchange ideas and collaborate so we all continue to get better how these sessions will work we'll have a scheduled topic that we'll cover usually for the first 30 minutes though as those of you that been here before you know it I typically go over one of my resolutions this year is to try to keep these a little bit shorter than I have been 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 today's topic sort of like an office hours the sessions will be recorded and eventually posted on the community um finally feel free to to post your questions in the Q a section or the chat uh so for situations where we we don't have answers today um and for you we'll we'll follow up and post them to the process optimization Community or maybe use them as a topic for a future session now this is the slide that says anything we say and do here today can't be held against us or me in the court of law it's also the slide that says as part of these conversations if we make any forward-looking statements about what might be coming in the future on the platform you should take them as such forward-looking statements make no decisions based on them because they're always subject to change I'm assuming all of you have now made the fine print for those of you that have not met before my name is Dan Grady um been at servicenow for about six years uh and I'm part of the process optimization product management team here at servicenow what we'll be covering today we'll do a little bit of a process mining 101 for our first timers and then we'll dive into the topic which is about isolating opportunities in the mine data um there's some I always kind of like to say that this we're going to look at things today that are going to help us have a conversation with the data right you see something you ask the map a question or you ask process often is an interesting question the data answers you back and then you ask another question it's a nice back and forth so we'll start out talking about some of the pre-built insights that come with process optimization I like to call those conversation starters and then we'll dive into the different ways in which you can start asking questions of the data in an interactive ad hoc analysis type of fashion so we'll first cover those things in slideware and then we'll jump into a demonstration so you can see some of them in action then we'll open it up to questions we'll talk a little bit about how to get started if you're not already using process optimization and then we'll share some additional resources above and beyond these Academy sessions all right so as always quick process mining 101 for the newcomers with everything we do there's a design and desired path in our minds for for how it should work and how things should be playing playing out whether it be events like these Academy sessions or a workflow on the servicenet platform and when you design things you dot design for efficiency as well as completeness to provide the best experience possible for as many people as possible now unfortunately what we design isn't always what ends up happening in reality the reality is that not all the work flowing through the processes in our organizations is going to take the optimal path and that's going to have a negative impact on the experience that both employees or customers requesting service are happening as well as the people that are working the process have now identifying what is actually happening within our workflows and then improving upon them isn't always the easiest thing in the world now 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 process and this new level of visibility helps us accelerate our ability to identify inefficiencies non-conformant process activities or Improvement opportunities so process mining is going to give us the ability to answer process questions that have historically been pretty challenging for a lot of us to answer so where many of us have traditional analytics like dashboard that allow us to answer questions more what style questions about our processes like process mining is going to help us answer the whys so things like where is our process stuck where is the rework happening where are tickets ping-ponging between groups where aren't we conforming to the process we've designed these are all things that have historically been difficult to answer and act upon and now in a couple of clicks with process optimization you're going to be able to start answering those questions we here at servicenow like to say process optimization is going to get you to the why behind all of those kpis that have you have on your dashboards all right on to today's topic and I'll run through some Concepts and slides like I said and then we'll jump into the instance and let's first touch on some of the ways opportunities get presented to us before we even get to the visualized process map these are the things that I like to call the conversation starters whoops going the wrong direction there we go so first and foremost we have one of my favorites we've got our finding definitions or insights cards that come with the content packs for each of the workflows um or you've got the ability to create these Insight cards on your own for common inefficiencies that are unique to your organization now we've got a whole Academy session dedicated to these finding definitions or inside cars and how valuable they are so we're just going to touch on them briefly here today but from a standpoint of kind of starting a conversation or narrowing down and isolating your mind data you simply have to click on one of these insights cards and it's going to take you to a set of records that met the criteria that you set up inside of the definition so for example we'd be in this one on the slide here you'd be taken to a map of the 18 or 6 200 incidents that are going through one or more hops or reassignments so it's it's like the solution is saying hey here's a conversation we should be having about this workflow around improving it right so it kind of starts the conversation and allows you to dig in right from there and isolate the data the next one is we we have our variation analysis and this highlights specific routes and then we can click on The View workbench option from here to bring us to a map of records that that took that route um one of the things that we'll look at in the demo portion is people don't often realize that you can use some filtering on these routes right here in the summary insights page and that it's super helpful to help you narrow down some opportunities to improve before you even get to the process map so we'll look at how you can filter these out and how helpful that might be in the demonstration then on that same summary and insights landing page you have your bottleneck analysis and that allows us to focus on different transitions or hops within the workflow one thing that I'll point out is that you know many people don't know that you can adjust the bottleneck analysis to focus on one specific Activity Set so when uh we create models we typically either create a model with assignment group as our activities our activity or state or both if your model has both you can isolate which activity transitions you want to focus on and then right from there jump to the map itself so maybe you want to look at how things are moving from group to group or state to state or any other transition that you might have set up with an activity definition now we also ran a separate Academy session specifically on automation Discovery so if you're interested in digging or seeing a deep dive you got to check out that session but at a high level automation Discovery uses machine learning to Cluster the unstructured data in the record dream line and and then match those clusters to a pre-built taxonomy of automation opportunities one of the things that many people Overlook and it's it's because we kind of hide it until you Mouse over so you might not even know it's there is that when you you get to a given opportunity let's say in this case that you see on the slide here we've kind of got 2500 records that were clustered and matched this itsm issue hardware troubleshooting opportunity uh if you wanted to you could come and you could generate a visualized process map of just those 2400 incidents you see the little option on the right hand side of the screen um again not a lot of people one know that automation Discovery is connected to process optimization and it's a super helpful capability again for starting a conversation on where you could be looking for improvements but that ability to jump right to a process map is super powerful super helpful if you want to start digging into the data a little bit deeper so those are four different situations where the solution itself presents opportunities for us to focus on sort of a jump start um on our analysis those conversation starters if you will then we have a number of different ways to slice and dice the data once we get to the visualized process map itself in more of a an ad hoc fashion as I like to said before we're really starting a conversation with the data and then we continue that conversation when we start doing ad hoc analysis a back and forth ask a question get an answer that answer is probably going to generate another question so we want to have this ability to go back and forth and these capabilities allow us to have that back and forth with the data the first and most obvious capability available to us is to filter the data based on breakdowns which we configure they allow us to start slicing and dicing the map based on structured data in the record so things like assignment group priority Channel category anything that's a drop down Minister has a magnifying glass on a record we're going to be able to use that to start breaking the data down one interesting example that we'll look at when we get to the demonstration portion is folks don't always realize that they can use reassignment count as a breakdown and that's super helpful for helping you identify ping pong that's going on or or long-running sort of routes that are out there that are adding to your resolution times the peop the piece that people sometimes Overlook when we start thinking about the breakdowns is they're not just good for filtering the map they have a data component to them as well that provides insights like the average resolution time the number of Records or the average duration sorry and the number of Records or the the number of steps uh within the the routes themselves I mean and these can be super helpful if we use them and start filtering them as well for example uh the one that I've got on the screen there is kind of show me all the assignment groups that have an average duration greater than 10 days and over a hundred records uh in them or in this case incidents that went through that that assignment group super useful type of analysis to do you can use standard condition Builder filtering on the records that have been buying so of the mine data Maybe I only care about incidents in the software category that are p1s and p2s with zoom in their short description I mean if this this condition filtering also supports dot walking and related lists which I'll look at a second this again is something that um has been there and is there within the product but if you notice it's at the bottom of that that list uh the breakdown list so sometimes I find customers have overlooked that disability exists or they don't it doesn't jump off the screen to them so I wanted to make sure we pointed that out today that you had disability now we've got this related list condition Builder as well so um conditioning filterings support is this is something that in addition to the the condition filtering that there so if you're if you're not familiar with related list conditions filtering you're not alone it's something that has been available um for a while within the standard platform reporting but sometimes it goes overlooked right it does pretty much exactly what it says it allows you to apply filter criteria to data that is linked to a record via a related list or related table um a very popular use case that we see is looking at the has breached value on the task SLA table for an incident or any task really so um maybe you've got a requested item and you know that's requested items have a bunch of tasks Associated them perhaps you just want to filter out and show items that the task one or more of the tasks associated with them have reached their SLA this would be how you would accomplish that using that related list filtering capability and again we'll look at that in the demonstration portion we've got our transition filtering that allows us to create combinations of activities to isolate on the map so these are useful for isolating records that are bouncing back and forth between states and groups and then as we're going through and having all these different conversations with our mind data sometimes we'll want to save a certain filter set so we can come back to the conversation later so for all my Harry Potter fans out there this is like when Dumbledore is storing its memory in that pensive I think it's called a pencil but what it also is useful about these filter sets is that it summarizes the key statistics based on your criteria these filter sets are aligned to the project so as you mature and start scheduling these jobs on a regular basis you can always come back to them and they'll have your your stats right there within them as well a very common ask that's on the roadmap is to be able to start reporting on the data from these save filter sets and certainly something that we're looking at accomplishing for you then the last option I want to touch on today before we jump into the instances is variation analysis so this allows us to isolate specific routes that work is taking but much like the breakdowns I don't think many realize that you have filtering capabilities on individual route data as well so you can start asking for routes that have greater than x number of steps and take longer than a month but maybe I only care about the ones that have more than 50 records that took that trip so you can you can start narrowing it down this is particularly useful when we're applying to let's say assignment groups when we get to the demo we'll look at how we can apply this to assignment groups in a project all right let's jump into the the instance and and take a look at some of these things in action so I'm going to come over here hopefully I haven't timed out and I'm going to come in and start on my summary and insights page and we'll just look at some of the the kind of conversation starters if you will first and foremost is our our insights card so if you haven't seen these before all right we mind a set of data in this case we mine 3 400 34 000 incidents and these insights cards which come out of the box with the content packs they start saying hey here's some things that you might want to start looking at did you know that you got 22 000 instance or 65 of your instance are taking longer than seven days to open resolve to closed or one that will spend quite a bit of time on today is these 9 300 records or incidents that are going into awaiting user info so right here jumping off the page at you here's some things that we should be talking about from an inefficiency perspective then we've got our variation analysis right these are the different routes in this case sixty six thousand different routes that these incidents took to get to closure but that piece I was mentioning earlier is this ability to come over here and say Hey I want to start filtering these routes down and maybe I want to look at um the ones that got steps that are greater than let's say greater than or is 10 steps in the route and you know what if there's only one record in there that's an outlier that I might want to dig into but let's let's look at the ones that have more than 10 more than 10 incidents in this case that taking those those paths or routes and I can apply that and there we go and we'll start looking at them there's seven that met that criteria and you can see I've got a bunch of these each of these here that are towards the top they're all involving doing things going into a waiting caller info so clearly a waiting caller info is an opportunity for us to focus on and that was indicated to us above also what this finding definition that we were looking at earlier that's an area that we'll definitely dig into and then I mentioned the bottleneck analysis so whereas variation looks at the entire route bottleneck allows us to look at the individual hops right so we could break this down by assignment group or state or look at all the transitions that are going on once we find something interesting we've got this view process analysis that's going to jump right to the the map so giving us the Head Start same with these here if I just wanted to jump to the a map of these 64 incidents that took this path if you click this button it would take us right there now the other conversation starter in addition to the summary of insights is that automation opportunities tab inside of process optimization that we could look at I mean this again mentioned we have a whole session on just this piece uh so not going to dig into all of them but as I come down here right what this is using is again machine learning to start doing some clustering mapping it to an out of the box taxonomy to give us some direction in terms of where we might have some ability to automate and drive some self-service inside of the organization so if I come down here I've got these 2400 incidents that match this itsm issue hardware troubleshooting opportunity I could open it up and get some additional details but this is where we we need to improve from a product perspective but you'll notice if I hover over this I've got this open process map option so if I wanted to drill in and generate a visualized process map of just these 2400 incidents that were clustered together and matched this automation opportunity I could click on this and would jump me to a map of just those so again we're hiding it I don't know why something that we're we're adjusting in a future release um but it's there for you to get you started all right let's come in here and we'll use since we know that aren't awaiting user info is an opportunity for us we're going to use this finding card to start that conversation so I'll click on that and it's going to jump me into the analyst workbench isolating it to just those records that are going through that awaiting uh waiting caller info State you can see that all my lines are coming in through here now on the map let's talk a little bit about the breakdowns right we talked earlier about breakdowns in the slides left hand side you have the ability to set up breakdowns based on any structured data that you have on on a field again magnifying glass or drop down list are typically good opportunities for you here in this case we've chosen to break this down by Channel assignment group and category now most folks use breakdowns to start filtering or isolating certain areas of the map so I could come down here with my breakdowns for channel I start looking at things like the records that are coming in Via self-service the average duration and the routes and I see something here maybe I noticed that my email channel has a whole additional week of duration above and beyond some of my other channels up there so I see that the data tells me hey this is something you should look into I can then isolate that right so now I'm just looking at things that came in via email and went to waiting caller info how I might want to see that is I can come over here to the supplied filters and I get to see which filters have been applied and then I can clear one or all of them if I want in addition to that I can look at filter sets that I've saved in the past so if I like this filter set I can click on Save and then I can start saving these filter sets and using them and applying them in future runs of the mine mining for this specific project that I have here so in this case I've saved some data around breached slas or criteria save some criteria on breached slas as well as incidents that are affecting exchange servers and I could jump to Red any one of those now I'm going to clear these filters do this a few times today so I'm going to clear those filters and get back to all of my 34 000 incidents that we mined in this case as you just saw right let me go through here and I use this to filter I kind of use the data to help me understand or decide where what I should be filtering on um this data is super powerful from an analysis perspective as well and that's if you start using this filtering criteria it can be very helpful so let's come in here maybe I want to start looking at my assignment groups and I want to let's say break them down or filter them by assignment groups that have an average duration that is greater than let's say 30 days and we all say greater than or is just to make sure I get some data and you know what I want to make sure that they've handled a few so let's say greater greater than there is 10 incidents that are going through there now I can hit apply and I'll start getting answers and I start seeing things like hey I've got two groups in which their average duration for the their incidence is is over 30 days this one happens to be two months in one week what's interesting about this is not only do I have two months in one week which is pretty long time those 24 incidents only took two different routes to get to to get the closure so that's a problem area right it's not like they're going all over the place there's a specific process that's being taken that we should be investigating because if it's only if it's happening over and over and over again that same process it's taking two months something's going on there's something I should look into all right now I can clear these filters so that that filtering of the breakdowns useful way to start doing some analysis now let's move on to let's say the the condition Builder again it's all the way down here so for some things that are using higher resolutions you might not always see it down here but it's it's available to you and we can start building out conditions now these conditions get applied to the record as it exists right now so you know kind of what state or assignment group or uh short description that exists today on the record so just keep that in mind when you're building out these criteria so maybe we want to say I only want to look at the incidents in which the short description contains let's say Zoom and I also want to find the ones in which priority if I can type it priority is one of these let's say uh critical and get rid of that guy critical or hi or moderate and now I can take this and I can apply this filter to the map itself and I'll see that a bunch of these and I'll just blow up the map a little bit a bunch of these now are coming in and going through that Solana billing piece which seems weird to me that something around Zoom is going in Via a billing assignment group or being assigned to a billing group that's an opportunity potentially to look at right I've got a bunch of these here around Zoom going to that group something that I might want to focus in on now another thing that we can look at is the related list that I was talking about earlier inside of here so if I came back to my condition Builder I can say if I click on this related list condition you know what I want to look at let's say incidents that have tasks that have breached slas so I've got the ability to say hey on these related lists um is it greater than greater than equal to some some conditions I'm going to say greater than or equal to 1 here and the table that I want to look at is I want to look at my task SLA table so this has been connected to incidents the incident table it's like if you go down you'll see a kind of related list on your incident itself and I can say hey in that table if any of the records match this condition has breached is true I want to look at that so it's going to show me incidents and which on their related lists they have a task SLA that has breached equal to true so it's a way for you to kind of start looking at tasks that have reached that are tied to let's say a parent record in some way shape or form um and my demo data doesn't have an assignment group here for that but that's okay another example here let's just clear all again is let's say I want to look at um or start filtering it by the affected Ci's so if I come in here I've got an affected CI related list so I'll say again greater than or equal to one and I want to look at the affected CI related list and we'll say the CI is I'm going to use my Exchange Server demo data here Exchange Server sdo5 and we'll hit apply so now I'm looking at the records that have affected CI in a related list that was equal to that value of exchange sd051 so related list conditions really really helpful um in starting to kind of even further narrow down or have a conversation with the data on the map let's clear all those criteria all right next piece down here so we've looked at filtering our breakdowns and using breakdowns as filters we looked at using conditions and then we've got transitions right transitions are going to allow us to say let's look at certain steps and the order they've been taken within the process so we know that this awaiting caller info is an area of interest to us or opportunities so maybe I want to look at all the tickets that went from awaiting caller info to in progress and then back to a waiting caller info and now I can hit apply and that's going to narrow down the map to just show me those tickets that took at some point that path and you can see in the map or just focusing on those and that's why those lines are bolder we got this little eight of these things cycling through in progress to a waiting core info and back doing progress or waiting for them to be in Progressive back to waiting for info um super useful those transitions uh usually people start using those transitions as part of their their finding definitions for those insights cars up front so they just jump right to the map but you can do it in an ad hoc fashion within the map itself now you can also do or use transitions if you want to start doing like Ping Pong analysis or group analysis so I want to look at that but when we think about using assignment or doing analysis on different assignment groups and how things are moving from assignment group to assignment group it's very often useful to create a brand new project in which you're only using assignment group as the activity so that's what we've done here instead of having State and assignment group in the same project um I like to break out assignment group analysis into a single project itself so I'm going to come in here that's what we've done in this case same set of incidents but instead of State as our activity we're just using assignment group I mean you can see that here if I come down on my summary and insights page for this project the only finding definition that jumps out or is immediately shown to me is the multi-hop issues so instead of going through two more reassignments and then as I start looking at those other conversation starters my variation analysis you'll see it's showing me my groups here and the bottleneck analysis is just focusing on groups if we jump into the map the first thing that you'll notice when you do this type of analysis or create a project that's just focused on assignment groups is very often it's going to be very flat right up front because you're going to see all the all the first assignment groups that thing are going I always to me this looks like an onion that somebody's stepped on that's here this is you're going to see this more often than not this is going to be the first pin that you're going to see if you create a project that's just assignment group now one interesting way to start analyzing this data if you have an assignment group project is to come over here and create a breakdown on your reassignment count right so we normally we do things like Channel assignment group category priority but reassignment count is also very interesting and a unique way to start narrowing down the map so I've got my different reassignment counts one of the things that you'll start noticing here very often and this makes a lot of sense if you look at the average duration as our reassignment count increases our average duration typically increases which you would expect but it's fun to watch and see where the big jumps are inside of the data now maybe we only want to focus in on uh tickets that have been reassigned let's say more than four times so what we can do here or four times or more so we can select them all and say I don't care about the ones that have no reassignments I don't care about the ones with one or two or three I want four and above so I can come in here and I can apply that filter and now I'm just looking at the cases that have been reassigned more than four times right and I can blow this out a little bit if we wanted to just one way to start doing your assignment group analysis of things that are bouncing back and forth the path they're taking from different groups to different groups I'm going to clear this now let's say um we want to start using that transitions like I was saying before and we want to say let's look at things that went from Solana billing to our Solana Customer Support Service Group back to the billing group that seems like an interesting path that would have been exposed before like if it goes to billing then to support then back to billing that seems strange to me so we can apply that and look at that so now we're looking at these 26 cases that went into billing the first time and then they got transferred to customer support and now they're going back to the billing group and they're actually going back pretty quickly so those folks those folks are looking and saying no no this ain't us so let's look at those 26 cases and see what's going on with those so we can look take those 26 say hey these are things that need to be handled is it a training opportunity how do we start adjusting it so they don't take that extra ping pong that's going on or transition that's going on there so useful way of analyzing the data using either the reassignment count breakdown or that transition filter between the groups and I'll just clear this out now the last thing that we can look at using variation is the variation analysis piece and I liked variation analysis very specifically on these projects in which we're just doing a group analysis so I'll come over here to variation analysis again this looks at the different routes that things are taking inside of here but I also have the ability to start filtering on this just like I do on the breakdowns so maybe I want to start looking at the routes that are greater than or equal to five steps and again I want things that have a little bit of volume to them so I can come in here and say but I only care about those ones that are let's say greater than or is 10 incidents that have taken those routes and I can hit apply here and now what this is going to show me if I start sorting this instead of by highlights but by total records I've got these top two here if I Mouse over it you'll notice at the bottom of the screen there I'm seeing I got things going from Solana customer service support to billing back to Salon a customer service support or the other one where or the next one where I got Solana customer service to sell out of tech support and Solana customer service support that back and forth seems a little strange to me if I want to just show that route I can do that and if I look at this what's interesting is these come in here they go there and the day they get transferred over and then it's taking four weeks for this group to pass those back to this group over here like what's going on with those those 26 there and then right from here if I wanted to I can get to those just those 26 records and start doing some follow-up analysis so useful way to start analyzing the data specifically I think um the variation analysis applied to a project in which you just have an assignment group as your activity set those are just some of the examples that I wanted to walk you through here today and then I'll pause now and I'll open it up for uh any questions on anything that we we covered uh here today I think you should be all off mute but just in case if you're not if you don't want to take yourself off mute to ask a question you can put it in the chat or you can put it in the question and answer section anybody have any questions they want to ask of what we just covered based on what we just covered take silence as a no and we'll just move on to the next piece here so now that you've seen some of it in action maybe for the first time you're saying to yourself what do I do next well uh we've got a now learning course out there called process optimization Essentials is actually just recently been updated to the Tokyo release it's about 90 minutes or 45 if you do it on on two times speed uh really useful next step if you go out to that and take that course then you also have the ability to activate process optimization in your sub production instances so if you wanted to go ahead and try it out you can mine up to 4 000 records uh if you wanted to go and do that the plugins that you would need to activate one is the core process optimization plugin and then for the individual workflows whether it be itsm CSM any of the uh customer service Financial uh customer service industry workflows or HR Service delivery we have individual content packs that contain those finding definitions that you saw here today those insights cards so you're going to want to activate the appropriate content pack or process optimization content pack for the workflow that you're going to be analyzing as well so just activate those two plugins and you can go ahead and get started in addition to those things as well as all these different Academy sessions and the now learning courses some other useful resources out there for you one is we've got a great now on now white paper we've applied process optimization to over 40 processes now here at servicenow we've written a white paper detailing the process that we took to roll out that program and also it highlights some of the initial findings that we had across a few different workflows we also have a great Forbes article written by our chief analytics officer or SVP of analytics Vijay cotu really talks about the impact of process mining on employee experience uh you probably found this Academy session or the link to register for this via the community Forum but if you didn't be aware that there is a community form or product Hub I think it's called specifically focused on process optimization myself and other members of the product team are constantly monitoring that so if you have any questions or just things you want to talk about or maybe ideas for future Academy sessions please go out there and post them on the form you'll get your answer usually within a day um or shorter than a day there were a number of knowledge sessions last year they're all recorded and available via that community and then if this is your first time and you want to learn more about how you should be getting started with process optimization we did a getting started with servicenow's in-platform process mining live on now session last year so it's a one hour recording basically gives you that the why and what of process optimization but also walks you through the plugins that you need to turn on and then creating your first project to start analyzing some data so if that's something that you're interested to learn more and get started on your own that live on now session is really really good for doing that all right last chance for romance anybody have any any questions or anything that they want to talk about before we call it a day I hope I see somebody's got their hand up yep I can hear you all right cool uh hi Dad uh this is my first session so thank you oh welcome very informative thank you um I have a question about the availability uh of the the plugin itself dimensional sub-production is the does that mean it's not available on developer instances yeah it's a very good question um and you're you're spot on um because process optimization uses the machine learning infrastructure uh to do the heavy duty number crunching uh that we when we do the mining so in order to minimize essentially eliminate any impact on the main instance itself when you you kind of Hit the mine button to generate the project it harvests the data from the audit logs and then passes that off to the machine learning infrastructure to do the heavy lifting and then it spits the finished model back in those the personal developer instances or pdis they're not wired up to the machine learning infrastructure so unfortunately process optimization is not available on them that's why we recommend the sub production instance or if you're you're working with your account team they can procure like a proof of value or request a proof of value instance for you to try this add-on okay okay it makes sense but for the sub-production instances uh there's the same logic applies as for the other application so that means there's no um no billing involved exactly you can turn them on the the limitation is that you're you're only going to be able to mine up to 4 000 records so it's you get this little sample mine option so you create your project let's say you want to look at incidents for the last week or a certain category when you hit my you're only going to have the ability to get 3600 incidents or whatever the records might be yeah but that sounds more than decent I would say yeah thank you sure all right I see another hand up uh Marius you want to ask your question if I pronounce that correctly I think I I'm muted you but if uh you're still on mute um I will maybe post your question in the chat it looks like I've unmuted everyone but they're self-muting Dan but all right let me see perfect so one of the questions is hey which techniques that we just covered are going to be the ones that will be the most useful um in yielding and analyzing it when you start having noise in data my what I would say is first and foremost those finding definitions the things that come with the content packs typically when a customer First turns on process optimization they run their first mining when those finding definitions pop up on the screen they uncover things that you've you've never seen before you're like wow this is all I did was basically create what is the equivalent of a report hit the mine button and now I've got things that are uh conversation started for me so I would say those finding definitions really really powerful very useful if you haven't already watched The Academy session on finding definitions highly recommended then the second one is going to be um it might is the breakdowns in my opinion those breakdowns not just in kind of the breakdowns with the data that's inside of the breakdowns itself there's usually a great guide for the first thing that you should be looking at on the map after the finding definitions so using breakdowns let's say the average duration maybe like we did here today filtering on the average duration to end the number of Records very very helpful um in terms of identifying where you should the Second Step let's say in your analysis that you're doing to me those two are kind of the ones that I see most customers getting value out of uh first um and then some of the things that we covered here today are things that uh customers could be getting a value out of or using more they just didn't know which is why we had the session today on those topics any other questions or things we want to talk about I see one here can one set up conditions filtering most often empty optional fields in order to kind of hints or maybe uh Roman are you still unmuted it might be helpful if you kind of talk through that one with me or I will hit s to unmute I think I understand your question I think the question is hey I want to identify incidents where a certain field is empty um and that might be you know if that field is empty and we filter the conditions we start seeing there's certain categories or types of incidents that average duration are longer because we're we have that field after maybe we want to switch that to a mandatory field uh if I believe that I'm understanding that question correctly I believe the answer to that is yes I probably have to go back and just double check in the instance to make sure it is empty it's an option in the condition Builder I believe that it is um hey Dan it's your journey yes um it is possible on Tokyo patch 5. so that's coming in January so I'm not sure if it's already released but perfect that's uh so Roman it's a good thing your Rune is here so it is possible and that's a very good use case actually I think something that uh one might think to make a uh a finding definition so it's kind of acts as a conversation starter uh rather than somebody having to dig into the map to find it cool good one any other questions comments things we want to talk about before we wrap up all right with that I just one thanks again for your attendance here today I mentioned at the beginning that we're going to be scaling back a little bit and just making these monthly right now this is the tentative schedule that we've got out there so next session which will be in in February and I'll I'm going to adjust it might move to February 24th um I'm gonna see how the dates lined up uh but we'll be focusing on what's new in in the Utah release for process optimization so there's a bunch of new enhancements um things like we've made some improvements to the multi-dimensional modeling we've kind of enhanced that filter filtering criteria or capability that you saw here today to do some more advanced stuff within the map so we'll we'll talk about those in the next session and then one of the other things that we're adding in Utah is we're expanding our coverage as most of you might be aware we currently support itsm employee workflows customer service management as well as app engine but we're always expanding our coverage and in Utah we're expanding process optimizations coverage to include field service management so think about looking for inefficiencies in bottlenecks inside of work orders uh so on the the 24th of March we're going to have our outbound product manager for field service Management on with us to kind of share some of the use cases and some of the value add value add that process optimization brings for that so solution and then the following session we'll be looking at interpreting those interconnected process Maps as I just mentioned we've made some enhancements in Utah so we figured we'd push that section back um to kind of make sure we cover those new enhancements in addition to this wonderful Academy focused on process optimization there's another a number of other academies out there things like the platform Academy virtual agent platform analytics and mobile all have their own Academy sessions that are structured very similar to this one and a great sources of of information with that wrap up here for today really appreciate your attendance again this will be recorded and posted and there's 10 other Academy sessions out there um that you can dive into if you liked what you saw here today and you want a little bit learn a little bit more thanks everyone we'll see you next time