all right well welcome everyone to today's process optimization Academy session we're back after a one month Hiatus for knowledge and all right I've been with service now for seven years this was by far my busiest knowledge there was just so much buzz and excitement around in platform process mining which was so much fun and for those of you that were able to swing by the booth I really appreciated the opportunity to meet so many of you in person uh it's part of the for me the best part of events like knowledge and user groups uh just a quick reminder that we've moved these Academy sessions to a month once a month uh fashion or Cadence in 2023 but we've been releasing some additional content on the community site so specifically the process optimization use case series um which are small little vignettes of different ways you can ask and answer different questions with process optimization we recently added an example of how to use transition filters to identify work that is taking longer to route and then resolve so if you haven't seen that one go check that out today we'll be diving into performance analytics templates these templates enable us to launch a mining in an ad hoc fashion from a performance analytics kpi or a list view on the platform super useful capability as we try to get to the why behind our processes performance so let's quickly get the academy Logistics out of the way the purpose of these sessions are to help us all get better educated on servicenows in platform process mining capabilities we'll provide how to's practical guidance use cases product updates and as a group just exchange ideas and collaborate so we all continue to get better how the sessions are structured we have a scheduled topic that we usually cover for the first 15 20 30 minutes I expect today to be a little bit quicker than that then we open it up for questions on the chosen topic for that session then we open it up for questions above and beyond that day's topic sort of in an office hours type of format the sessions get recorded and eventually posted on the community I think this will be number 15 that we'll have out there finally feel free to post your questions in the Q a section throughout just so you don't lose them I'll do my best to answer them in a timely fashion um and then for situations where we don't have an answer for your question immediately we'll follow up and post that to the community um it's in the process optimization product Hub section or maybe we'll just use them as a topic for a future session now this is the slide that says hey anything I say and do here today can't be used 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 statements about what might be coming in future releases you should take them as such make no decisions based on them because things are always subject to change and I'm assuming you've all read the fine print for those that I've not met before my name is Dan Grady I'm part of the servicenow product team for in platform process mining um and that's my picture there what we'll cover here today uh we'll switch up the from the we usually do a quick process mining one 101 we're going to switch that up and just do a little bit of a why behind the kpi because that fits a little bit better um today for the topic at hand then we'll dive into performance analytics templates we'll talk about where they apply what roles you need to be able to use them and create them uh what you can configure as part of a template and then we'll talk just touch on the scheduled cleanup when you start using this to create projects in an ad hoc fashion obviously we want to start cleaning them up and be a little bit responsible we'll jump over to an instance we'll look at some of these things live we'll get your questions answered we'll talk a little bit about how to get started and then for those that are not aware of all the resources that are out there for you above and beyond the academy sessions well we'll touch on those as always quick process mining 101 for the new newcomers as I mentioned decided to tweak the 101 a little for this session because we'll be spending time on functionality that highlights the complementary nature of reporting an analytics on the platform and process mining uh just so with everything we do there's a designed 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 and when you design things you design for efficiency as well as completeness to provide the best experience possible for as many people as possible now unfortunately as you know what we design isn't always what ends up happening in reality the reality is that 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 that both the people requesting the service have as well as the people working the process unfortunately identifying what is actually happening with on all workflows and improving them isn't always the easiest thing now some of you might be thinking to yourselves hold on Dan we've got a whole bunch of dashboards that give us visibility into how our processes are performing and you'd be right and I hope you're using performance analytics and Reporting on the platform to answer important questions like how many tickets did you work what types of tickets were they how long did it take to get the work done and most importantly are we hitting our targets and improving our cycle times right you likely have dashboards like this to answer those important questions but one of the things that I've learned in working with customers over the years on their dashboards is that information is one of the most addictive things out there right the first thing that happens when you give somebody access to a dashboard like this and we roll it out and we're high-fiving us high-fiving each other like hey we just got this out there is it opens up a whole new set of why questions around why are we missing our targets or why are our closure times on the ride rise and those why questions haven't always been all that easy to answer for us so where traditional analytics allow us to answer a lot of the what questions about our processes process mining helps us answer the why so things like where is our process getting stuck where is the rework happening we're a Tic-Tac tick tocks where our tickets ping-ponging between groups right where aren't we conforming to the process that we designed all these things have historically been difficult to answer and then act upon and now they're going to be available to us in a couple of clicks we always like to say that process optimization is going to get you to the why behind all your kpis and in doing so it's going to empower everyone involved in the process to make data driven decisions about which improvements to make now our Focus topic today performance analytics templates creates seamless connection points between the what's and the whys I'm going to work with that in deeper we'll go deeper into that topic so one of the many advantages to taking an in-platform approach to process mining is the direct connection that is available between reporting and analytics and process mining enabling stakeholders to ask follow-up questions in just a click or two right that one click ad hoc experience that you're going to see here today is going to be powered by configuring performance analytics templates and once a performance analytics template is created for a given table you'll be able to launch a contextual mining job from three very specific places on the platform first analytics hub for a specific performance analytics kpi and for those that may not be familiar analytics Hub is where you land when you drill into an indicator that's on a more traditional dashboard inside of your instance all right so we'll go into analytics Hub you'll see in the upper right this go to process optimization option and again we'll look at these all live and in an instance you can mine directly from a kpi details screen and kpi's detail screen is where you land if you drill into an indicator from a workspace based dashboard and then finally you can launch an ad hoc mining from a list view I apologize for the screenshot there it looks like I've highlighted the launch interactive analysis but you'll also notice in that list view menu that launch process optimization option there in all three of these the the relevant like situations whether you're going from analytics Hub kpi details or a list view the relevant filter criteria is going to be passed along to the mining exercise so if it's a performance analytics based we'll pass the time period and the breakdown information along to the mining job if it's a list view we'll pass all the filter criteria right if you think about think about how powerful that is to be able to get to the level of process visibility that process mining provides in just a single click from these three places huge huge advantage now to get this power you need to have the appropriate roles of course right first and foremost you need to be able to see performance analytics kpis so you'll need to have the PA viewer role then from a process mining perspective you need to have either an analyst or power user or an admin role to see the options in any one of those places we were just talking about both performance analytics and process optimization are bundled or percentage spend based offerings so once you you're entitled you don't need to worry about how many people have the role from a licensing perspective I know that's a question that always comes up now in terms of the templates themselves you'll access existing templates or create new ones from the left-hand navigation and the process optimization application process optimization analysts power users and admins can create templates it's important to note that servicenow provides templates as part of the workflow based process optimization content packs that are available via the store so if you've acted activated the process optimization content pack for itsm you'll have performance analytics templates for things like incidents problem change and requests so you may be seeing these options and thinking to yourself I didn't really do anything well the reason you're seeing these options is because you turned on the content pack if you've activated the HR based content pack you'll have a template for HR case and and so on so for those of you already using process optimization you already probably likely have the templates that you need set up you'll also notice that there's Workforce optimization templates and that's going to be a conversation for another time but like I said if you just turn this on if you've turned on process optimization and the content packs you've pretty much done all you need to do unless you've configured a custom table and we'll look at that here today as well now if you wanted to tweak or configure a template it's it's pretty straightforward it's just like configuring a project only when you go to configure it you're just choosing a template type a template type of PA and now that I see this on the screen we should probably write out performance analytics there are there a few things to note first is that once you select a table you'll not select any filter criteria that criteria as I mentioned earlier is going to be passed in context of where you're launching the mining from so there's no need to send any filter criteria you really just choose the table second well you'll see the ability to set a kpi dashboard as well as project and process finding definitions on the form they're not really going to do anything because they're going to get overwritten by the process configuration that you have so in Prior sessions we dug into process configurations that's kind of the process configuration record is where you set up your process finding definitions what you set up your dashboards where you set up your root cause cluster and automation Discovery configurations that kind of hub for all the configurations you need for a table that you're going to be mining those those settings from a process configuration are going to basically take precedence over anything that you put in this template here the ad hoc project that will get created from a template is going to inherit the dashboard right from those those places the the things that you will configure here are activities and breakdowns those are those are the big pieces here right so really other than the table you're configuring activities and breakdowns um and those are going to help you see what transitions and stuff like that on the map the last thing that we need to touch on before jumping into the instance is is clean up this capability was designed to support ad hoc mining so the projects that are typically created in these situations are not likely projects you're going to want or need to keep around forever it's just kind of the situation I see something interesting I want to dig into that so there's a scheduled job that goes and does periodic cleanup on these projects by default this job cleans up projects that are created via performance analytics templates that are older than 30 days and this is a configurable property that 30 days is is just what we'd set by default I mean when we jump into the instance I'll show you where this this property is so that's that's it that's the high level what you need to know about process sorry performance analytics templates let's just jump into an instance and take a look at some of these things in action now I'm I'm not going to run the mining for all of these um as those of you that are familiar with process optimization you know the mining can take anywhere from 30 seconds to a couple of minutes uh so in most of these I'm just going to show you where we access um the capability and then you can uh you know well you'll get a sense of that's what would be mined uh so right here I print a little dashboard I've got a couple of things a few reports um I I just put these two on here because that's a it's a very common question that we get asked isn't hey I really want to understand or get deeper insights into our tickets that are taking longer than x amount of time to close um right so in this case I've created a reporter to say hey I want to look at instance to take longer than 30 days to close or or longer than 90 days to close and so I can use reporting to subset that data and then right from here if I were to drill into this list I'd be able to access and mine just in this case those 153 so I drill down and then right from here I've got my launch process optimization so using a report to start your journey or initially subset your data in this case let's go back to that dashboard now from a performance analytics indicator or visualization on this dashboard I could come in here and I'll say listen Maybe I'm interested in these 3085 incidents that closed in November I would drill down this would take me to the analytics Hub and then I could come here and click on go to process Mining and that would start the mining exercise if I wanted to maybe just look at October and come in here and maybe use a breakdown to say maybe I want to look at just the software incidents in October these 401 when I was if I were to click this go to process optimization that would just mine those 401. uh Records that are there so taking that contextual information based on the analysis and doing within a performance analytics analytics Hub interface and just mining that subset of data another use case that comes up quite a bit is folks are interested in including some sort of cmdb related information um in their mining exercises so I just thought another useful way to show this would be hey I've created a report that shows me incidents that breached SLA by cmdb class and if I were to drill down on this from a reporting perspective you'll notice that I've got my filter criteria up here and what I'm going to do now is I'm going to click on launch process optimization I'm not actually going to launch it because from a list View what happens is it passes you over to the project configuration record inheriting the template information that's here and then I want to point out on the table that that filter criteria got passed along including including the related list criteria of having breached the SLA so even if you've created a report that's got related list conditions on it that's going to be passed over to the project and at this point all we would have to do is take this and mine that subset of data so we can click on the generate model button and away we go so that's from both a list View as well as a performance analytics indicator in a more traditional dashboard now if we were to come over to the platform analytics workspace and we're looking at a workspace-based dashboard very similar only the difference is when you drill down that you're going to get to the kpi insights page so if I come over here to this dashboard I go to my Academy dashboard and I've got my number of closed incidents this will drill me down to the kpi insights page so instead of having my icon up here that says go to process mining I've got my option here to open and process optimization and this would then mind these 2700 incidents one thing I did want to show is an example of a scenario where we have a formula based indicator that's driving a kpi so in this case here I've got my average closure time of closed incidence that's a formula based indicator made up of two indicators your some duration of closed incidents and my total number of closed incidents in those situations where we have a formula based indicator when you click on this it's going to give you the option of choosing which contributing indicator you want to mine the data for that should be the same incidence so it shouldn't really matter but it does give you the option to do that because it doesn't know by default which one you want to mine so that's the workspace example if you get down to kpi details now in terms of configuration if we wanted to set up a template we're just going to come over here to process optimization in the left-hand nav and on the left hand navigation if I scroll through my process optimization application I've got my templates and I could create a new one or I could look at all templates I'm just going to go over here and look at all and you're going to have a bunch of them like I said that come with the content packs that you can always open up and tweak so if we wanted to tweak the one that comes with incidents I could come in here I could open it up I could start adjusting the States as well as the breakdown definitions to align to my organization or your organization or the types of analysis that you think people are going to want to do when they drill into process optimization from an incident based indicator or list to you I just came in here myself though and I said you know what I want to try to create one of these for a custom table that I built so I built a little custom application real quick called Academy tasks just to try this out my on my own I created a new project definition I selected the template type of PA uh in this case I did not set up a process configuration record so this kpi dashboard that I've set here is going to apply again if I had a process configuration it would overwrite it so just something to mentally note for those of you that are that are playing around with templates if you create a custom Table and there is no process configuration record you can still create a template for that so people can do ad hoc Mining and use the configurations in the template I set up my table configuration here for Academy tests which was the custom table that I created you'll notice I've got no filter criteria because again that filter criteria is going to get set based on the criteria that's either from the indicator or the report that we're drilling down into or the list that we're drilling from I set up my activity definition of the State field and then just configured two breakdown definitions of category and priority that's what goes into creating a template and not um all that difficult and now that I've got this template if I went back to my dashboard here and I went over to my Academy app tasks you'll see because I have that template now from this list I've got my launch process optimization option simply because I created that template and I have the role of admin analyst or or sorry process optimization admin analyst or developer oh sorry power user problems or developer I always get those two confused I'm in the same thing with my performance analytics indicator that I created for just those simple six records that I put into this custom application and then right from here I would hit the mine button and that would launch an ad hoc mining and you'll just notice how we'll let this run to completion pretty quick we mine just those six records and it's going to open the project automatically for me I don't need to go anywhere again it's more of an ad hoc exercise in that scenario where you're creating a project you're mining it and you're going to the workspace to do some analysis one click from a kpi and away we go foreign records here and if I come over to the analyst workbench then expand it out there's my six records moving through but it's that I mean the power of being able to go from a dashboard that's talking about the what's I see something interesting but I really want to know a little bit more about why that kpi is performing that way or why these records are meeting this criteria be able to get to this level of detail and start answering more of those why questions in a single quick super powerful and again something that you're only going to get by taking an in-platform or approach to process mining last thing that I want to just touch on real quick inside of the instance here is if we come over to our process optimization application again right we've got our scheduled jobs to or sorry that schedule job that's going to run on a daily basis to check to see if there's projects older than 30 days by default if you're saying to yourself you know what I only want to keep these things around for five days or you know what I only want to keep around for one day or maybe I want to keep them around for longer than 30 days this is where you would go and adjust that property uh in terms of the default persistence time for a project that was created from a performance analytics template with that I will pause and I'll just open it up for any questions feel free to put them in the Q a I know some of you might not be able to unmute I'm going to come over here and click the button to allow you to unmute if you want to ask your question live remember this is being recorded So phrase your question appropriately does anybody have any questions comments feedbacks thoughts about what we just covered I'll give you a section section second to get those in if not we'll just wrap up a little bit we'll come back you'll get another chance not the last chance you get to ask questions but uh for those that are for new that are new and have not seen any of these there's a lot of other ways you can learn more about process optimization above and beyond these Academy sessions I'm assuming if you found this Academy session you know where to find the prior now 14 Academy sessions that are out there there is a more formal on-demand training on the now learning site called process optimization Essentials it's about 45 minutes self-paced uh training that's out there actually no it's 90 minutes but if you do it a two-time speed it would be 45 minutes there's a really good now on now white paper obviously we use process optimization here at servicenow we've been mining for a while we've mined over 40 processes at this point with lots of different findings and Improvement opportunities this now on now white paper details uh how we started on our process mining journey and some of the initial findings that we had uh we're really lucky here at uh servicenow that our SVP of analytics vjco2 is a huge believer in the power of process mining um oh and very helpful to have that top-down belief in the value that this type of solution provides he's got a number of good articles out there one of the ones that I liked is the transformative power of process mining on employee experience if you think about experience most people's minds or a lot of people's minds initially go to the front end experience the screens that we see but that's only a small part of it I mean most of the experiences the speed in which we can get things done for somebody and that's all about the process behind the scenes and where process optimization can really help I'm assuming that you found this on the community Forum but if you're not aware and you stumbled across this on YouTube there is a product Hub specifically for process optimization on the servicenow community site we check it every day to answer customer questions uh take your feedback and this is where we post a lot of our content I mentioned this at the very beginning um but one of the things that we're trying to do to complement these Academy sessions is we recognize that process mining is a new muscle for a lot of our customers and when you start to try to exercise a new muscle it's always helpful to have some quick little examples of how you should do the exercise same thing is true with process mining so we started this use case Series in which we have little four or five minute videos highlighting different ways to use the solution to do different types of analysis like Channel analysis rework analysis SLA breach analysis the one that I mentioned earlier that we just posted uh things that take finding tickets that are taking longer to Route than they take to resolve or how to do analysis of tickets ping-ponging between groups they're all out there how-to videos along with kind of the steps documented in the post um and then if you wanted to dig deeper into how to get started with process optimization how to turn which plugins to turn on how to create your first project uh we've got a live on now session out there called getting started with servicenows and platform process mining that walks you through those things all right last chance for a romance does anybody have any questions about the content today or anything process mining related on the servicenow platform that they want to ask only once going twice all right so uh just in terms of the next sessions uh what we'll be doing next um session number 16 I can't believe we're done 15 of these uh one of the things that we released in Utah one of the enhancements in Utah was uh enhancing the histogram capability this is from somebody who does a lot of analysis having the ability to interact with the histogram to identify things that are moving into a certain State multiple times let's think about an incident you want to focus on just the incidents that went into a waiting caller info three times or more you can use the histogram to now drill down and isolate those or if you want to focus in on HR cases they're taking uh longer than six hours to go from new to assigned you can use the histogram to just isolate that subset of data by clicking on that transition in the map and using the histogram to narrow it down super powerful capability to isolate outliers in a process so much so that we think it's important to do a specific session on just the histogram so in July that's the topic that we're going to cover and I believe based on everything that I've seen so far that will be ready to cover the what's new in Vancouver in our our August session as always if you have ideas or thoughts around a session that you'd want us to run please post those in the community or reach out to me I'm always looking for ideas it's it's not always the easiest to come up with different topics to cover so if there's something that's important to you and that you want to learn more about please let me know because I want to make sure that we add it to the agenda or the schedule and get it covered with that I want to thank you all for your time look forward to chatting more about in platform process mining with you moving forward and we'll see on on next month's Academy session thanks everyone thank you Dan thanks