all right well welcome everyone to today's process optimization Academy session today we're going to be focusing on root cause analysis which is one of the ml powered capabilities baked into the solution to help us identify and Improvement opportunities in the data we mind with process optimization uh this actually I think this might be one of the shortest process optimization Academy sessions that we have because there's not a lot to the configuration it's more about understanding what the results are telling us and being able just to read them and get a sense of what it's actually telling us quick reminder that we've moved these Academy sessions to once a month in 2023 but we've been releasing some additional content on the community specifically the process optimization use case Series so we recently added a an SLA breach analysis example to that series which was a common ask from a lot of customers all right let's get the logistics out of the way purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities will provide how to's practical guidance and use cases product updates and just as a group exchange ideas and collaborate so we can all continue to get better how the sessions work if you haven't been here before we've got a scheduled topic that we usually cover for the first 30 minutes I expect today to be a bit quicker as I mentioned uh then we'll open it up for questions on a chosen topic for the session then we'll open it up for questions above and beyond today's topic sort of like an office hours these sessions are recorded and eventually posted on the community so I think this will be either 14 or 15. there's tons of content out there if you've just stumbled upon us for the first time uh finally feel free to post your questions in the Q a section um do our best to answer them but for situations where we don't have an answer for your question immediately we usually follow up and post them to the process optimization process optimization Community product Hub page or like this topic here we use them for a future session this is the slide that says anything we say and do here today can't be held against me in the court of law it's also the slide that says hey as part of these conversations if we happen to make any forward-looking statements about what might be coming in future releases you should take them as such and make no decisions based on them whatsoever because they're always subject to change and I'm assuming you've now read the fine print for those that have not met before my name is Dan Grady I'm part of the product team for process optimization I've been with servicenow for about seven years and uh again if we've not met before I look forward to having more in-depth conversations with you about this topic or pretty much anything that has to do with servicenow and in platform analytics reporting and process mining from an agenda perspective uh what we'll cover today we'll do that quick process mine mining 101 for the newcomers uh then we'll dive into root cause analysis we'll talk a little bit about how to read the output of root cause analysis we can we'll talk a little bit about the three different places where you can run RCA from uh within the analyst workbench uh then we'll talk a little bit about how you adjust the configurations if you need to and then there's a couple of properties and settings that are part of the solution that help you kind of control what gets displayed or how much gets displayed in the root cause analysis results not a lot to demo but we'll just jump into the instance and show those things live those different places that we'll cover in the slides earlier I'll show you where you get to the properties and show you where you get to the configuration screen we'll get to your questions uh we'll talk a little bit about the knowledge 23 sessions for those of you that are heading to knowledge there's at least six sessions I think that I'm aware of that have process optimization embedded in them we'll just give you those titles if you're interested in registering because the registration is live then we'll wrap up with how to get started with process optimization if you like what you heard here today and some additional resources Beyond these sessions all right quick process mining 101 as we always do for our newcomers with everything we do there's a design and desired path in our minds for how it should work and how things should play out whether that be planning an event like these Academy sessions or a workflow or a business process and when we design things we design for both 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 work flowing through a given process is going to take the optimal path and that's going to have a negative impact on the experience both people requesting a service have as well as those people who are working the process behind the scenes now unfortunately identifying what is actually happening within a workflow and then improving them isn't always the easiest thing to do 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 to create a visual representation of what's actually happening within a given process on the servicenow platform and this new level of visibility helps us accelerate our ability to identify inefficiencies non-conformant activities and ultimately Improvement opportunities so process mining gives us the ability to answer process questions that really for a lot of us have been pretty challenging to answer for a long time so where our more traditional approaches to analytics will help us answer a lot of the what questions about a process like Hey what how much how many tickets did we work what types of tickets were they process mining helps us answer all the why questions behind some of those things so like where is the process stuck where is unnecessary rework happening where are tickets bouncing back and forth between groups where aren't we conforming to the process that we've designed up front with our desired vision all these things historically like I mentioned difficult to answer and act upon and now we've got them available to us in a couple of clicks with process optimization we like to say process optimization is going to get you to the why behind all your kpis I mean in doing so it's going to empower everyone involved in the process to make more data driven decisions about which improvements to prioritize and which ones to act upon all right let's dig into the topic of the day root cause analysis now for those of you that have used process optimization you know that once you configure and mine your project you're presented with a number of different Improvement opportunities right there on that summary and insights page and those are based on the context of the content packs that we provide out of the box uh but for most that's just the start of their their Journey with process optimization right most of you have heard me say this before information is one of the most addictive things out there you give somebody a little bit and they always want more with every answer that the solution provides there's likely another question that's gonna You're Gonna Wanna ask about it just like I always like when you think back when we were kids right most of us had this uncontrollable urge to keep asking our parents and teachers the but why question until they just gave up and said because I said so well root cause analysis is one of the ways process optimization helps enable that but why conversation with our process data root cause analysis what it's ultimately going to do is help us find hidden connections and influencing factors in our process data and then allow us to just isolate certain scenarios now while kicking off root cause analysis for a certain set of information is relatively easy you're just going to click a button the first time you see a result it may not be very straightforward and that's kind of why I put this session together is it's less about running root cause analysis and more about interpreting or understanding what it's telling us so I thought I'd take a minute to walk through the different sections of the root cause analysis card so first things first we've got the condition or the criteria that we're focused on getting a better understanding of in this case it's our incidents that took longer than 12 hours to move between the work and progress date and the resolve state then what we have is we have the total number of records that were mined in this model in this case here we mined 22 500 incidents next we see of those 22 500 incidents 8400 met the condition meaning that 8 400 of these incidents took longer than 12 hours between those two states the next thing that we're going to see is that of those 22 500 incidents 3 767 were initially assigned to the assignment group it support desk level one that's the total number of records that were initially assigned to that that support desk level one of those 37 67 19 1978 were initially assigned to that group that were initially assigned to that group met the condition right so those are the ones that took longer than 12 hours to go from work and progress to resolved and that equals 53 of those those tickets then the last data point is the likelihood that new incidents assigned to this group will meet this condition so in this case incidents that are initially assigned to this it support service desk group are 2.21 times more likely to take more than 12 hours than incidents that are assigned to any other group in the data that we mined but there's a lot there and yes maybe service desk level one isn't the best example but that's what I had in my demo data for this so those are the different sections of this the root cause analysis response right there's a lot of data there but I wanted to lay out kind of each piece of data inside of here and explain what each piece means to us so if we now take this and we were to put that into like a chat GPT like response everybody wants to talk gen I these days if we wanted to put that into like a chat GPT like response it might read like a 1978 of the incidents that were initially assigned to the it support service desk level one group took longer than 12 hours to move from a state of work in progress to resolve that's 53 percent of the total number of incidents that were assigned to that group mined as part of this project incidents that are initially assigned to this group are 2.21 times more likely than any other group to take longer than 12 hours to move from work in progress to a resolved state now one of the interesting things that or aspects of this analysis I like to just remind everyone is that word initially right this makes it different than what you'd be able to get from reporting right reporting is only going to look at the final value on a record where this is looking at the first time the values set on a given record so it's a different just a different way to look at the data than most of us are typically used to looking at right we're used to only seeing with reporting the last in this case assignment group this allows us to get a feel for hey where things started when they embarked on their their Journey or embarked on the process all right now that we understand the results or what the results of the analysis are telling us we can talk a little bit about where we access root cause analysis within process optimization it's a few different places first is on the Improvement opportunities where some of you might know them as finding definitions that get surfaced on the summary and insights page second is you can get to them from Transitions and nodes on the process map itself inside of the analyst workbench and then finally from the variation analysis menu for a given route uh in the analyst workbench there's also an option to run root cause analysis so those are the different ways in which you would set that initial condition that we want to focus on and we'll look at each of these live in the instance so you can just get a better feel of where what we're talking about here if you've not played around too much with process optimization so from a configuration standpoint there isn't much that needs to be done especially if you've activated the process optimization content packs that are available via the store for each of the given workflows that we offer process optimization to just a reminder that's itsm customer service management or any of the industry Solutions HR case and lifecycle event um greater workflow so you built your own actually we don't have a Content pack for that but you can apply process optimization to any of your custom applications um and then as of Utah we've added field service management to our portfolio of supported process optimization workflows and there's content packs for that as well so each table that you mine should have an Associated process configuration record with it again that's going to come with the content pack or if you're choosing not to use the content you create your own process configuration record and on that process configuration record you'll have a tab for automated root cause analysis this is where you're configured the fields you want to include in the analysis now if you've made a bunch of configurations or I should say customizations to your your table that you want to mine or you have your own custom Fields you want that you've created as part of a process you're going to want to go in and just check out this config to ensure that the proper fields are included if you're using process optimization for app engine on a custom application you built you'll want to come in here and create this process configuration for the table or process that you want to mine I mean just to I know people always ask or tend to ask what roles you need people with the process optimization admin or power user role can adjust these records now in addition to the process configuration for a given table there's a handful of properties just just help control what get displayed in the results so you can set the max number of leading influencers and by default that's going to be 20 so in that pop-up modal that comes in this just tells you how many records or how many results you're going to show inside of that uh you can control the minimum percentage of Records needed to show results and also the the minimum required odds and remember that's the one that's the the likelihood information in the result so if you think back to our earlier example uh the incidents that are initially assigned to the service desk are 2.2 times or 2.21 I think times more likely to exceed 12 hours before between work and progress and resolve so that's that that last one there the odds ratio uh one note on these settings is that if you change them you won't see the impact until you rerun the project um so it's kind of you can come in here and change them and save them but if you go back to a project that you've already mined and you said hey I only want to see the top five leading influencers and you're still seeing 20th because you got to remind the project all right let's just jump on over into the instance again not going to be all that much that we need to demo here um just want to show you the different places where you can access it and where those configuration records live so I'm inside of a project that we mined here I'm going to go down to the first place that we typically would see the opportunity to get to root cause analysis and that's on these finding definitions or Improvement opportunities and you see for each of these cards like records that take longer than seven days to go from resolved to closed or those incidents that took more than 12 hours between work and progress and resolved you have both the opportunity to run cluster analysis for those records as well as root cause analysis so in this case here let's take those 8 400 incidents and now I can take a look at root cause analysis and here's that example that we talked about earlier there's the total number of Records we mined or twenty one thousand five hundred the ones that met this criteria 8400 went into that state of awaiting caller info and then for this assignment group hey of these 21 500 2345 of them were initially classified as it support emea and then 1366 of them actually went into a waiting caller info which was 58 of them and then things that are going to wait and caller info uh what this assignment group is two time 2.1 times more likely to go into a waiting Colonial than any of the other assignment groups that we've mined in this data or that were came back in this running of this project and then right from here we can just focus in on these I.T support Amia cases now one of the things that's important to note about this is when we run down and we we go and we click on that filtering it might not do what you're you're expecting it to do that filtering criteria works just like the breakdown filtering or the conditioned filtering here it only is going to filter and show us records in their current state so or the the value in the current state of the record so in this case the last assignment group on that record is it supported Mia so it's a little bit confusing because the root cause analysis is showing you um the records in which the initial assignment group in this case was it supported media but when we run the filter it's showing you the last value it's just the way that the filtering Works inside of the solution we're talking about adjusting that um and trying to make a decision on what the best way to do it is I just wanted to call that out you're like wait a minute I saw that it was this amount in there and now it looks like a different amount here that's because we're running it and we're filtering based on the current value in the record so that's one place in which we can um get to root cause analysis uh the next place that we get to root cause analysis would be let's say on any sort of node or transition so we could come in here and let's say I want to look at things that are going from in progress or let's say resolved back to in progress right right from here we can come in and say you know what I want to look at root cause analysis for things going from resolved in progress so you can run root cause analysis on a transition or if we were just on a node itself you can run root cause analysis and get that information right from here as well and then the last place that you can access root cause analysis or run that type of analysis is from variation analysis so if we came down here and let's say I'm just going to clear all my filters let's say I'm interested in these 1100 records that took six steps here's the six steps and from this variance option you have this ability to get to that root cause analysis as well so three different ways to access that root cause analysis or run that root cause analysis and just for those that are new Time new to process optimization you'll notice that mine says view here in certain places you're going to have a run option like um we'll come back here let's clear the filters let's just find one where I have the Run option um that's a view whoops here when I have run if I were to click this what's going to happen is it's going to schedule that job to be run if you'll get a little pop it that says hey this task is waiting to be mined uh while you're waiting or if you're going to pick up that task to be mine you can always come over here uh you'll see it a little in progress piece and then you can view the results of that once it's done and then the next time you come back you can just hit the view right from the map itself so those are the three places to get to root cause analysis let's change gears a little bit let's take a look at that process configuration record so what I'm going to do is I'm going to come over here to my left hand net we'll go to process configuration and this is simply where you're going to set the values that you want to see so you'll notice on this incident I've just activated the itsm content pack for process optimization I've got four process configurations again you can create your own above and beyond what we give you out of the box but we give you somewhat those content bags if I look at the incident one you'll notice this process configuration record we haven't spent a lot of time on these in in the different Academy sessions but this is really the meat of where we everything gets configured right listen you got your finding definitions here if you want to make any changes to the automation Discovery configuration for this this table you can do that here the same with cluster analysis it's kind of how you set everything up kind of a lot of the magic behind the scenes of what you're getting from the workbench itself is set up here from our root cause analysis perspective the only thing that you really need to do is come in here and set the fields that you want to use as part of the analysis I've set it up to just look at category assignment group CI on hold reason open buy and resolution code because that's what my demo data supports but you can put other values in there well as well the only thing you need to do from a configuration perspective to get the output that you were seeing on the screens earlier and that's in a process configuration record is where you would go last thing to call out here in the instance is let's just go to our process optimization properties down here I've got my properties and this is where you're going to find those root cause analysis thresholds that I called out in the slides your number of top leading influencers your minimum percentage of records that need to show the leading influencers and then the odds ratio so the 2.21 more likely number what is the minimum value that you want there that's it that's all you really need to know about root cause analysis um in terms of where you would configure things what are the properties and then how you would access it with that I'll pause and open it up anybody have any questions about what we just covered there if you're on you maybe put it in the chat or the Q a or raise your hand or um just opening up for for questions anybody got anything that they they're interested in asking about based on what we just covered like I said this was going to be one of the shorter Academy sessions so all right there's no questions coming in well I'll just transition to real quick is hey knowledge is coming up um and there's not going to be no shortage of opportunity for you to to learn a little bit more about process optimization um like I said what do we got here there's six different sessions some of them are run more than months and these are just the ones that I'm aware of that include process optimization a couple of different Hands-On Labs that are going to be including process optimization and overview type session with myself and my counterpart you ruined Von Gossel on Tuesday May 16th um and then in addition to the sessions uh obviously there'll be a demo pod or a booth I don't know what we're calling these days at knowledge where you can stop by if you're you're attending I would love for you to stop by and say hi anytime that I'm not speaking at one of these sessions or reading directly one-on-one with the customer another meeting I'm going to be at that booth and I look forward to meeting so many of you that have been attending these sessions or watching the recordings in person for the first time it's something I'm super excited about and then the other thing to know is if you want to get Hands-On with process optimization are now on now team is going to have I think three to five different uh stations set up where you can get Hands-On and go through a Hands-On lab in more of an ad fashioned rather than going to a full-time lab and they'll have it set up with a lab for process optimization across a couple of different workflows so it's another another opportunity to get Hands-On with process optimization if you haven't already started playing with it all right some additional resources that are out there on demand training there's a now learning course for process optimization called process optimization Essentials 90 minutes self-paced that you can do it in 45 if you double time it right now on now white paper about we apply process optimization to about 40 processes here at servicenow have some great findings and results some of those are documented in this white paper good for Forbes article out there written by our SVP of analytics Vijay kotu who is one of the biggest process mining fans I've ever met in my life I didn't know anybody could care about process mining that much but he does really good article uh Community Forum that's probably how you found this but um lots of that's a great place for you to post questions if you didn't want to ask questions today please post the questions that you have there if it's specific to this topic maybe post it on the recording which will be up there in a couple of hours most likely I mentioned that use case Series so we've now got four different use cases recorded short little five minute videos on different techniques that you can use while looking to answers specific questions with process optimization and then this live on now session called getting started with servicenows in platform process mining walks through the plugins that you want to send that you need to set up walks through creating your first project walks through some different types of building blocks that you need to know about if you're going down the process optimization Journey or starting your process optimization Journey last chance for questions I see ones come in great so question is kind of hey are there any better together um stories between process optimization Workforce optimization and the analytics for HR and how they can all be used together great question um and yes there's there's lots I don't say lots but there's definitely material and resources out there um to help you answer some of those questions uh first one is there's a specific process optimization Academy session where I partnered with our product manager for Workforce optimization so it's a it's actually called Better Together process optimization and Workforce optimization so there's another Academy session out there I think it might be the sixth one that we did or seventh one but certainly uh there's a whole hour on the the connection between Workforce and process optimization that you can go and check out it's actually baked right into the solution so as somebody who's using the workforce optimization workspace they start navigating down and they see the performance of a certain group or a certain team member they can click on a button and it will run process money for just that subset of tickets to show where some of the inefficiencies are so really tightly integrated those two solutions there from an HR perspective there's a whole process optimization Academy session focused on process optimization for HR Service delivery uh it's it's got covers everything from demos and specific use cases like five or six specific use cases called out in in that session for hrsd that a number of customers have already started exploring and finding I think one of the from an hrsd perspective one of the more common use cases or examples that we see people digging into with process optimization is things that are going into the general inquiry bucket or that's where they start I mean I'm I'm guilty of this myself I'm a pretty lazy employee whenever I have a question what I do is I go and I just say I'm not going to find the right thing I'm just going to put it in general inquiry and then it has to be reassigned in fact at servicenow we found that over 60 percent of our actually it was 74 percent of our HR cases um had to be reassigned um because they were coming in VIA that General inquiry bucket and we've since now adjusted and used predictive intelligence to get things to the right place more quickly and so a significant Improvement but we use process optimization initially to get a better understanding of where to focus those efforts um and it's something I've seen now other customers focus in on is things that start out in general inquiry and watch where they go with process optimization and then make the adjustments to reduce those things the times that happens it makes us a much more efficient organization if we can skip that first reassignment every time so I hope that helped um that process optimization Academy session for HR just so you know the recording that is by far the most viewed process optimization Academy session recording that we have out there um it's uh yeah it's almost three times um it's got three times more views than uh any of the other Academy sessions so it's a it's a really good one for you to check out any other questions comments things you want to talk about good all right um just in terms of uh upcoming plans for Academy sessions I will say these are always subject to change uh but the the next session that we have on the calendar is actually during knowledge so what we're probably going to skip May um and then come back a week or two after knowledge and I I'm anticipating uh based on the meetings that I'm already being scheduled for the number of sections that we're having there's going to be lots of interesting conversations and and use case discussions so my goal would be for the next session is I know not everyone can make it to knowledge just to take some of the more interesting conversations that we have and package them up into a session and maybe with some how to's based on those conversations that's the initial plan right now we'll see how it turns out and then uh one of the things that we've seen a lot of interest in that I've been trying to work into the schedule is that the the integration or connection I hate saying integration I shouldn't have said that the connection with performance analytics we're all in the same all these things are on the same platform they're not integrated they're just connected when they're on the same platform um but the the ability to set up a template for performance analytics from so when you go to Performance analytics and you see something in the kpi you drill on that and then immediately uh mines the data behind that API we provide you know again some of those templates out of the box with the content packs but I want to dig into that uh what those templates are let's see you can start creating some of your own for some of the kpis you may have created custom with performance Analytics all right this is the process optimization Academy but there's other great academies out there that you probably are familiar with but if not just so you know there's a platform Academy there's a virtual agent there's a platform analytics Academy and a mobile Academy all great content there so sessions just like this one with uh probably some better speakers and presenters than myself but they're fantastic Academy sessions with that last chance for romance anybody got any last minute questions before we wrap up for the day not I appreciate you all taking the time and I look forward to either connecting with you at knowledge like I said please stop by the booth if you're going to be there and if you're not at knowledge I look forward to chatting with you on the next Academy session thanks everyone