[Music] thank you good morning good afternoon good evening wherever you may be at uh thank you for joining the platform analytics Academy call uh if you're a returner uh good to see you if you're new welcome uh you'll fit right in so a couple quick logistical things that we're going to talk about and then we're going to get directly into the content uh so please feel free to sit back and watch this is gonna be uh recorded so not necessarily uh need if you take notes but obviously if you want to take them uh you can but this will be recorded and out on the community later on today or sometime tomorrow depending on how quick I get to recording and of course it is always out on YouTube as well so uh again sit back and enjoy um and through this I just kind of talked about it these are always for you we're trying to bring fresh ideas and and uh really bring in some great content today again it will be recorded q a please feel free to ask questions if you can please use the Q a uh there are other uh people uh on my team that are on the call as well that will try to answer questions if it they can be a type if they can't then we can ask those out loud if it is a question that is directly related to where we are in the content then sometimes we'll stop the call and go ahead and ask the presenter that question and get that answered if there are questions that are unrelated uh to the content being covered today but we can get to those as well we definitely will some of those like I said will be answered via type and some will wait to the Q a session of the uh call a little bit later on Safe Harbor I always like to put this out there I don't necessarily know how much that uh our presenter Dan will be talking about that but he may have some stuff in there but we just want to make sure that we put this out there so you're well aware of decisions around whatever your company chooses to do based on content that you're listening to uh today so please pay close attention to the safe harbor notice uh my name is Thomas Davis and I am your host and today we have Dan Brady a great presenter great guy uh that's going to do some presenting for us and I believe that uh Tara and Adam are here Tara is here Adam May float in at some point uh but again we'll be uh here and ready and available for whatever questions that you have um and today we are going to talk about performance analytics templates for process mining so the first thing that we wanted to do kind of just to kind of get a gauge of where the the audience is today is to ask a couple quick questions to kind of just give it like I said give us an idea of where you are uh as it relates to process mining if you've ever heard from heard of it before if you're using it things of that nature so let me go ahead and just launch a couple quick polls here and um so here's the questions do you see the questions Dan Tara I do okay good so the first one is how many here know what process mining is uh and then the second question the follow-up to that would be are you aware that servicenow has an in-platform process mining solution um and these two obviously go directly together so if you're familiar with process mining as a very holistic uh thing uh it's good to know that we have the same type of Technology within our platform and that's really what we're going to talk about today so um interesting so we have um how many here know what process mining is so it looks like more don't know what it is than do and it looks like more don't know that we have something uh in service now that actually will will do this so I think those that's that's really interesting information Dan so that means that what you're going to share today is going to be new to some people and I think that that's always great and you know hopefully someone will be able to take something from this call today and start using the great tools we have inside of uh servicenow for process mining so with that I'm gonna go ahead and turn it over to Dan and he's going to share his screen and and we're going to hear him talk for a few minutes and he's a great guy so we look forward to it I I appreciate that uh Thomas and I appreciate that you think that I'm a great guy I also noticed that in your you know the screenshot you put up of my big giant bald head on the uh slide was the reverse of what my my teams won so I was like I was looking at each other I tried to change it up try to change it up a little bit and throw you off like that I see you caught that that's good yeah perfect and um so the the uh it's good to know that this some of this will be new and we did set this up in a way in which they were going to do a little quick uh intro of process mining uh for the group um just so we could level set a little bit and then we'll share some resources above and beyond the call here today that if you know you liked what you heard and what you're you were excited about what you saw where you could go get better educated on in platform process mining uh real quick uh just by way of introduction for those that I've not met before my name is Dan Grady I've been here with servicenow for about seven years the uh first five of which I spent on a team that was focused on helping our customers understand performance analytics predictive intelligence the virtual age and all those things that we bucket underneath the now intelligence umbrella I spent a year on the Creator workflows team helping our customers understand how they could build uh use the platform to build low code impactful applications for their organization and then for the past year and a half to two years I've I've spent essentially educating our customers on the fact that we have an in-platform process mining solution that up until Vancouver we branded named process optimization uh what we'll do here is today is we'll just talk a little bit about the why behind the kpi and that's that level setting of what process mining is and how it relates to Performance analytics and then we'll dive into templates themselves and kind of how you can use them to create a seamless connection between the kpis that you're seeing on your dashboards and then the the follow-up question or use those templates to start asking follow-up questions about those kpis by diving deeper into the process itself and the data around the process itself we'll jump over and do a demonstration of kind of how you launch these things and configure them we'll get your questions answered and then we'll talk a little bit more about how you can get started with process mining on your own and those additional resources out there now let's start with a little process mining 101 for those that are less familiar with the solution and the value that it provides so I think this will help us understand the how performance analytics reporting and process money complement each other so 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 it be planning an event like one of these Academy sessions or a workflow I mean when you design things you design for both efficiency as well as to 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 the people requesting a service have as well as the people that are actually doing the work behind the scenes working the process to fulfill that service or that request unfortunately identifying what is actually happening within our workflows and then improving them isn't always the easiest thing to do now some of you might be saying 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 because you're here I'm pretty sure but I'm hopeful that you're using performance analysis and Reporting on the platform to answer important questions like how many tickets did we work what type of tickets were they how long did it take to get the work done and most importantly are we improving or hitting our targets and improving our cycle times these are all super important questions um and I like I said I hope you have dashboards like the one on the screen here to help you answer those questions but I think you might have experienced this like I mentioned I've been here at service now for quite some time and one of the things that I've learned is this information is one of the most addictive and contagious things out there right you give somebody a little bit and they always want more so the first thing that happens when we roll a dashboard out like this to somebody inside of our organization as they immediately start to ask questions like well why are our csat or ESAT scores missing their targets why are our closure times trending in the wrong direction why why why you open up all these new why questions and the answers to those follow-up why questions aren't always the easiest to come by all right this is where process mining comes in process mining allows us to start asking and answering all of those follow-up questions that are higher level dashboards are surfacing for our stakeholders so things like where is the process getting stuck where is unnecessary rework happening where are we spending or wasting in some cases the most time or one of my favorites uh something that I've been asked for so many times here over the years at servicenow so much so that I've given it a name I like to call it the finger-pointing report everybody wants to know who's holding on to the tickets the longest I need to know who's holding on to the tickets the longest or if you're a more glass half full person we call that the opportunity to improve report these are all the types of questions that process mining helps us start to ask and answer essentially we like to say that process mining is going to start to help us get to the Y's behind all those kpis now today we're really going to focus in on the connection between performance analytics and process mining um and there's there's tons of other uh information out there for you to learn up just on the core of process mining itself on the platform so there's a whole Academy on process mining or it's called the process optimization Academy there's like 16 sections out there that are recorded that you can dive into so those would be really good follow-ups after after this session here today A couple of things that I want to point out on this screen just to give you some educational background as we move into the conversation around templates if you look at this map here um what we're what we're looking on the screen is we've we've mined 22 000 incidents they've taken 3 200 different routes to get the closure on average it's 27 days worth of duration important terminology as we move through the rest of the conversation is you'll see on the map itself you're looking at how work is moving through the different states in the process the state in this case is something that we call an activity in the process mining world so the thing that it's changing over time within the process that we're tracking and visualizing and measuring is is called an activity you can have a state as an activity you could maybe look at how assignment groups are changing in the handoffs between assignment groups as an activity maybe you want to look at things how things are being prioritized in activity so activity is the things that are changing on the map you're going to hear me use the term activity throughout the rest of the session on the left hand side of the screen you see some breakdowns now these are different than performance analytics breakdowns but they serve the same purpose right there are ways in which we can start to slice and dice the map and ways in which we can get some additional contextual information about the map so in this case you're looking at a breakdown based on channel but again any way that you just like performance analytics any way that you've structured your data on the platform Channel category assignment group assigned to affected CI those could all be breakdowns that you use or HR service let's say or case type to slice and dice the map and get some information about the volumes and the velocity of the work in each of those individual buckets so as I go through here today you're going to hear me use the term activity that's the things that are changing on the map those different nodes you see and breakdown and those are the things on the left hand side that we're slicing and dicing so I just wanted to give you that context as we move into the session now for today as I've said we're going to focus on performance analytics templates for process mining which create a seamless connection point between the what's in our dashboards and then the whys that process mining is going to provide for us hey Dan real quick sure I think it's probably a great question just to ask on the onset just as people are looking at this and thinking about their um instances and things that they want to do so is there any separate license that's needed for process optimization sure yeah and the answer to that is yes process optimization is an add-on to your professional skus for uh and I'll just give you the workflows right now process optimization slash process mining is available for itsm CSM and that's all flavors of CSM so if your is customer service management but then we have the industry workflow so if you're you're looking at your industry workflows you can acquire process mining for that HR case and life cycle event field service management if you've built any custom applications with Creator workflows and app engine you can apply process money to those and then in Vancouver we've extended coverage to a strategic portfolio Management in each of those scenarios for each of those workflows you have the opportunity to add process mining to your professional SKU it's a it's an uptick percentage based and I would say work with your sales team on on the licensing side of it but there's available uptick and then for itsm CSM and field service management process mining is available as part of the Enterprise bundle so there's multiple ways in which you can get entitled to process mining one via the Enterprise skus there or two the individual add-on SKU for each of those workflows as an uptick to your professional entitlement we have a couple other questions that came in regarding licensing might as well just ask them really quick does the public accessories public sector license type is that part of that the public sector I believe that is one of the customer service industry workflows I would say check with your account double check with your account team but my understanding um I'm like 99 sure that it would be included in the Enterprise offering or you'd have the ability to create and get entitlement through an add-on SKU but I would again just say double check with your account team okay and then um this I'm assuming this is going to be available in a next experience because I guess you're showing it the classic right now uh no it's uh available in both um so awesome there's the uh well some some of the components I will show today and I will call them out in the demo uh the only next experience uh but process mining has its own workspace um that you're going to be doing the majority of your analysis in that is a next experience workspace obviously but the ability to launch process mining as you'll see through the next couple of slides and demonstrations is available via your more traditional dashboards and analytics Hub and as well as your new platform analytics dashboards and the kpi details or insights correct me if correct me Tara what's it called kpi kbi yes and then what you'll see me show here today is also available to launch process mining from a traditional list view as well which is a huge like streamlining of the process so you'll see all the places it's available today so no matter what world you live in it's available to you yes and then you mentioned that it was an add-on license but does that if you have an Enterprise license is it included is just part of that package or do you have to get yep so for itsm CSM and those industry flavors as well as field service management if you're at the Enterprise level you have access to process mining and then last one is um did you say this was available from what release on sure uh so the different workflows the coverage was kind of incremental but Quebec was when the first release of process optimization at the time renamed in Vancouver to process mining but you know process optimization was initially released in Quebec um and we had itsm and CSM coverage as of Tokyo we added the HR coverage as well as the app engine coverage and then as of Utah we added field service coverage and then in Vancouver we're adding the Strategic portfolio management coverage oh cool so Stephen that should answer your question it was called something else before Vancouver and that's probably why you couldn't find it a process optimization so cool thank you all right we're good on the questions yeah we have we have a couple more but they you you may cover them so let's just go forward and then we'll get to those perfect all right so just one of the many advantages to taking an in-platform approach to process mining is the direct connection that's available between reporting and analytics and and process money what that does is enable stakeholders to ask those follow-up questions in just a a click or two right that that one click ad hoc experience is powered by these performance analytics templates that we're going to be covering here today so once a performance analytics template's created for a given table uh let's say incident you'll be able to launch a contextual mining job from three different places uh one is the analytics Hub like for a specific performance analytics kpi so for those that are not familiar analytics Hub is where you land when you drill into an indicator on a traditional dashboard all right and you can you can mine you'll notice a little option in the upper right hand screen all right so you can mine directly from there then it's called kpi details Tower you can mine directly from the kpi details screen so this 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 right so in all three of these the the relevant filter criteria is going to be passed along to the process mining project that it's going to create so if it's a performance analytics based scenario where there's analytics Hub or kpi details we're going to pass the time period and the breakdown information over to the mining job that's going to get run to produce that map that you saw on the slide earlier if it's a list view we're going to pass the filter criteria over right so just think about how powerful that is to be able to get that level of process visibility like the individual steps within the process and transition of the process in just a click or two from one of these three places I mean super powerful from an analytics perspective now most people often ask okay like can everybody do this of course not all right to get this power you need to have the appropriate roles first and foremost to be able to see the performance analytics kpis you're going to need to have that that PA viewer roll somewhere then from a process mining perspective you need to have either an analyst power user or admin role to see the options in any one of those places we were just talking about so both performance analytics and process optimization I think we covered some of this already and this question usually comes up when you start talking about roles right they're both bundled or percentage spend based offerings so like once you're entitled you don't need to have to worry about how many people have these specific roles um they're they're not like a charge by role type of option in terms of the templates themselves you're going to access these templates or create new ones from the left-hand navigation in in the process optimization application now if you're in Vancouver already you're going to see these underneath the process mining application all right this is part of the name change so it's it'll be a little bit confusing for a little while so in every case look for process optimization prior to Vancouver and then process money after and as I mentioned earlier analysts power users and admins can create templates now it's important to note that servicenow we provide templates as part of the workflow based content packs available via the store so this is a performance analytics called many of you are probably familiar with the content packs we have that have a whole bunch of performance analytics kpis we have offer the same types of content packs for process optimization slash process mining so you'll find a a Content pack for process optimization or mining for itsm depending on what release you're on and that's going to provide templates for things like incident problem change and request if you've activated HR you'll see the you have HR based content packs that have templates for HR case and so on so for those of you that are already using process optimization you likely already have the templates that you need um and you also notice that there's some templates out there for Workforce optimization and this is a completely different conversation and probably one for another time now configuring a template super straightforward for those that have ever done anything with process mining before but I know some of you are new here but it's just like creating a regular project for performance analytics and there's just a few things to note uh first is that once you select the table that's your you're gonna that's all you really need to do right you're going to come down here you create a project or sorry a PA template you're going to pick a table you're going to call it incident and at that table level you you don't really need to do anything else because the filter criteria is going to be passed from one of those places we mentioned earlier so you don't even have to add filter criteria this if you don't want to then the other thing that you need to do is you need to kind of set the template type to PA and then the last thing that you'll do inside of here is you're going to configure your activities and your breakdowns and remember that's uh what I was mentioning earlier the activity is going to be the things that changing on the map usually it's state or assignment group and then you're going to configure your breakdowns which are things like Channel category assignment group priority um and that's that's what you're this is how you create a template it's really one or two forms right here um that you use you create a template and then when you start going to those other places we mentioned earlier your ad hoc mining will just be a one-click sort of process for the end user now we designed this capability right to support ad hoc mining exercises uh very often these products are the projects created in these situations are not likely going to be projects that you're going to want or need to keep around forever so there's a scheduled job that goes and does a periodic cleanup of the ad hoc projects that get created as part of these exercises I mean by default this job cleans up projects older than 30 days that 30 days is a configurable property so you can adjust that for your needs now the last thing before we we jump over to a demo um this is something that's new in Vancouver but based on the audience that I knew was going to be here today I wanted to make sure I called it out and got you some exposure if you've not seen it already one of the the cool things um that we've added in the Vancouver release for platform analytics dashboards or next experience dashboards is the ability to surface a process map as a component on the Persona based dashboard that you're creating on your own all right so what this allows us to do is give business users will now be able to get a complete view of their process kpis their operational data and then process performance in a single view or just enabling them to make decisions about where to make adjustments to their process or their workflows more quickly so this is a new widget that we've added that I'll show you kind of how we would add this to a dashboard very quickly as we go through this exercise now before I jump into the demo were there any other questions that were out there Thomas Tara before I I switch over to just showing some of these things in action yeah yeah plans for this to move over to irm or GRC um so we're I'll answer that twofold technically all this needs to successfully work is um audit log records so right what we're using to generate these Maps is the changes in the audit log tables uh from a process perspective you know you can apply this to any table like here at servicenow where we have no license restrictions we're running it against those the the what is necessary for irm is we need the individual business units here at servicenow to create a vehicle for entitlement as well as start to manage some of the content right we just talked about how those templates for itsm we have content packs for those so what we're trying to do at a very rapid pace is continue released by release expanding our coverage to those other workflows so we can add or provide you with content on top of just the mining capability to jump start your analytics Journey so with every release we evaluate the demand that's out there for which processes to attack next irm is certainly one that has come up before but uh always interested in in hearing from others for you know which workflows would they be interested in applying this capability to awesome and then um someone asked about a salonis connector um what are the disadvantages of Performing mining on servicenow data through salonis or other non-servicenow mining tools sure I think that the biggest Advantage uh to the in-platform-based approach is the speed in which we can get you to the insights uh one of the challenges that all process mining solutions that are not on the servicenow platform face is data access connectivity data preparation data manipulation um and then you know for most your average process mining project for a non-in platform solution is a weeks to months type of exercise I mean it's largely posed to the data preparation keyboards we don't really have any of those issues or those challenges because we understand the data on the platform we know where it lives we have direct access to it um and and we can they'll see today right these things that you're going to see these are this is a minutes type of exercise it's not a it's not a lengthy implementation it's a you you can turn this on and have it up and running in minutes and start seeing potential opportunities to work for to the workflows you have on the platform that is a huge huge advantage and what that speed to visibility allows you to do is make continual Improvement something that's more part of your routine not a one-off science project that you do every three to six months um if you you're able to get this level of visibility in minutes you could make this part of your weekly or bi-weekly stand up to evaluate how processes are performing the other thing that I'll say about that is um one of the things that rcio Chris Betty has mentioned is that having access to process mining with this level of speed or the insights with this level of speed that process money provides allows us to innovate faster because we're not so worried again about getting a new process a hundred percent right the first time because we know we're gonna have we know we're gonna have visibility into it immediately you really there's no minimum here from a floor perspective you can run process money on one record if you wanted to obviously there's more value if you you know it's not like those old predictive intelligence things where you said we needed 10 000 records minimum you could run this on one record obviously you want the more records you know you'd say uh let's say A month's worth of data would be more valuable but you don't you don't need to have that to get started so we can innovate more more quickly because we know we're going to have visibility into the process and how it's performing that quickly it's amazing and then uh last one before I'm gonna ask Josh to just come off mute is um on a Vancouver uh customers on a Vancouver PDI it's not working or not showing up is it yeah yes uh the the PDI the the situation with pdis is this process mining uses the predictive intelligence infrastructure and to my knowledge the predict the personal development instances are not connected uh to uh the machine learning infrastructure so that's probably why you're not seeing it there okay and then Josh years is a long question so just come on mute sure like so I've I've played with both of these with the process Mining and performance sorry platform analytics and and one of the things that I think is the coolest about process optimization in platform is that it's already speaking the same language as per as platform analytics is like all the field names are the same it's it's all those things that you've been trying to monitor with platform analytics but maybe didn't know were happening so I was thinking have we given any consideration to having the findings uh like the pre-built-in findings for the the process project to guide what appears in the kpi dashboard for that project um I would say in you know Safe Harbor Safe Harbor it's more the it's more the flip side of that Josh um one of the things that uh we're exploring and I would say is is likely to happen is um in the future we would have a panel on a dashboard that you would create um and then that panel would surface process insights based on the kpis that are on that screen um so as you'll see when we go through this process here today you're going to be mining let's say the incident table or your mine records in the HR case table um if there's and there's automated findings based on you know what we're seeing within the records moving through the incident process if you had a kpi on the on the dashboard for the incident process we could link those two things together and say hey surface any process insights that you found based on the kpi the incident kpis you have on the screen so there's a linkage that can be that's being worked on to to make that a little bit more automatic very cool thank you sure all right I probably should do um I'm gonna do two things just a level set with everyone because I'm not going to click the mining for all of these because mining might can take anywhere from 30 seconds to three minutes I'm just going to come over here to process optimization and I want you to see what a potential project would look like or finished project would look like uh let's go to this incident process analysis so this is the result of um a mining right so let's say we we run a mining this is what you're going to get inside of a process optimization or mining workspace in this case here we've mine 22 000 records there's 1600 routes on average it's taking eight days the summary and insights page is going to surface some relevant kpis for the data that we've mined we also start to surface based on the content packs that we provide common process inefficiencies like hey did you know that 64 of your incidents are being open and resolved by the same person or hey did you know that 8400 incidents are going into the state of awaiting caller info and the combined duration of those 8 400 instances 43 years even if we just weren't able to reclaim one percent of that it's a win for the organization so these finding definitions we provide some of these or Improvement opportunities we provide some out of the box you also have the ability to configure your own but they automatically get generated as part of a mining exercise we give you a variation analysis which allows you to look at the 1500 different routes that these incidents are taking to get the closure we can look at by them by the routes that are taken most often or the ones that have the most steps and then we've got bottleneck analysis which allows us to look at the individual transitions between the steps in the process or if we're looking at it from an assignment group perspective that maybe it's assignment group handles I'm just using a state example here as our activity that we're interested in looking at so just a tremendous amount of insight about your process on this summary and insights page then you get over to a scenario where we've got the analyst workbench itself and this is that visualized process map that you were starting to see in some of the slides that I had and what this allows me to do is start looking at the individual Trends routes that the work is taking in this case an incident I can start looking at the different transitions the average the volume the durations the repetitions the distributions and then I can start doing things like hey you know what maybe I only want to focus in on the incidents that are going through that state of awaiting caller info and narrow it down to the 8400 and then use my breakdowns to start saying things like hey from a channel perspective it looks like self-service and portal are the most important or the highest volume but things coming in via email going into a waiting caller info you know what there's a whole additional week of duration there maybe I want to focus in on just those and now that I've narrowed it down because I'm in the platform I can do things like hey let me just go get the records for those things that came in via email and went into a waiting caller info so in a single click getting to the records again advantage to an in-platform approach to this level analysis rather than pulling the data out and putting it someplace else is that one you can get to the records but two you can only get to the records if you have rights to do that all the ACLS apply whereas if you're doing this externally guess what you have to do take into account security and figure it out how to control what people can see and what they can do we inherit all of that or maybe I want to start you know using the in-platform machine learning to do some clustering on these tickets that came in via email and went into a waiting caller info and I can do that and I can see that hey I've got a whole bunch of people in this case that are just sending emails about changing their email address in their profile well that sounds like something we should have a catalog or a virtual agent conversation for and now that I've identified that opportunity you know what I can do is one I can add a note here to say hey somebody take a look at this and see what the intake experience is like and they'll get notified and they can see the analysis or again in platform Advantage I can come in here and I can create a new continual Improvement management record or link to an existing continual Improvement management initiative or maybe create an automation Center request to allow me to close that Loop so I know that was a I sped through that but I wanted to give you some sense of the power you have once you complete what I'm about to show you with performance analytics templates so what these templates allow me to do is run and create a project just like this from those other places in the platform like performance analytics or a list based record that we see there so that was the quick tour of what process the power process optimization provides now let's go back to how would we launch that from let's say uh an end user perspective so I've got this little dashboard that I created here and I'm going to come over to this incident one and we'll walk through a couple of different scenarios the first is I'm going to just use a report to to help me get to a list that I could then potentially go mine so one of the popular questions or more common questions we get asked is Dan I would love to mine just my incidents that took longer than let's say 30 days to close or 90 days to close so in a scenario like that maybe I just have a report that says hey incidents that took longer than 30 days to close and I have 976 of those and then right from here what I can do is I would drill down to that list and then I could get to this place where I say okay from any list view if I have the rights I'm going to launch process optimization and what that'll do for me is it's going to take me to the project configuration screen for this and if I looked at four you know this is all I need to do is generate model and it would mine those those 976 incidents but you'll see here table is there it passed that criteria for me of 30 days and then I've got an activity definition set so what's going to change in the map as well as my breakdown's already configured these pre-configured activities and breakdowns come from the performance analytics template that we working here to see how to create but that was created for me for the incident table so passes the criteria over at this point I would just hit that mine button and I would get to a map for just those 976 incidents that took longer than 30 days to close really easy process right no data extraction necessary no preparation none of that two clicks and I've got a Mac to start digging into why those tickets might be taking longer than 30 days to close let's come back here so that's from a list View and then I could go from a performance analytics indicator so I could come over here I'm looking at my October data drill into this it's going to get me to the analytics hub for this record I can come here and I can say you know what maybe I'm only interested in software as the category and then in a single click right from up here we can go to process optimization right one click get me to process optimization to run that mining exercise on the Fly for me huge huge power there right and then I would have that in that project finished in that process optimization workspace the other example that I get asked for quite a bit is they want to apply some form of cmdb CI class um to to the analysis that they're doing so in this case here what we've got is I've got a report that's looking at incidents that breached SLA by cmdbci class I mean I just like to show this example here because it could drill me down to the list and then when I get down to the list here and I say launch process optimization I want to point out one very specific thing when I get over here to the table the filter criteria that gets carried over is not just conditions on the main table it allows me to pass over the related list conditions as well super powerful for those of you that have scenarios where you want to start mining things like reach tickets that have reached some form of SLA because all that SLA information usually lives on a related table so being able to kind of pass all of that along to a project pretty powerful all right now let's go back here to look at the platform analytics workspace example so let's combine a workspace okay real quick um what version are you showing right now uh this is Utah Utah can I come over here to my platform analytics workspace and I'll just bring up this Academy dashboard same exact experience as before but if I came in here to let's say number of close incidents now that I'm in a next experience or analytics workspace I don't know exactly what we're calling it these days I've got my open and process optimization would click that that would kick off the mining exercise for me just so you see how the process runs uh what's happening in this example here uh it takes the first step there is it's retrieving the relevant data from the audit logs uh then what we do is we connect to the machine learning infrastructure so from a performance perspective there's no impact the mining has no real impact on the main instance we're doing the heavy duty number crunching and the performance analytics uh infrastructure it then spits the model back into the instance once it's done that and then we get the project on the screen that you're going to see here so it's we've designed it in a way to minimize any or eliminate any performance impact that's there so in just that one click that you saw me do I mean that that was that was really it it's going to get me to a place where I'm going to have my uh summary and insights page for that data that we mined for that one specific kpi for that month or whatever criteria I passed along I forget what it was there you automatically get the Improvement opportunities you automatically get the variation analysis you automatically get the bottleneck analysis and then I get my process map that you saw before and all that stuff that's all because of the template that you created one click from a kpi and now you have a process map external process mining tools cannot offer anything like that experience it just is not possible for them to do that all right so that's this one I wanted to show you guys this as well so you might be saying to yourself because you're all uh knowledgeable oops I wanted to go to the workspace they're all knowledgeable um performance analytics folks you might be saying yourself well Dan what about formula indicators for formula indicators the situation is this you come in here and it's going to look at that formula and then it's going to ask you which indicators so average closure times here if we were to click on this it's going to say okay Dan well what um what data do you want to mine from the formula the number of closed instance or the sum duration obviously the incidence underneath the covers are probably going to be the same so we shouldn't have to it doesn't really matter what we pick I don't think in most cases but if you were doing this on a formula indicator that's what the experience would be like all right so that's one of the show you different examples of how you could connect or where you would connect from performance analytics or reporting to get to the awesome process mining that you saw and now I was going to jump over just to show you where you would like launch the configurations or set up the configurations but before I do that Tara Thomas any questions that are out there that we want to answer not right now we're all good okay perfect so let's just come over here I'm going to go to my process optimization now in Vancouver this is going to say process mining you'll notice on the left hand side here you're going to have your process configurations and then you're going to have your templates and I'll just go to all templates and you're going to see that I have a number of different templates already out there right this performance analytics template for incidents is one that would come with the content pack and if I were to open this up a couple of things that they'll see here one is you've got this template type performance analytics or the workforce optimization this is obviously a performance analytics template what you would set up if you were this or adjust if you wanted to is really the table at the table configuration level this template is for the incident so anytime we would mine launch mining from either a list or an indicator that was based on the incident table this would be applied and then the only things that you need to set up here are your activities right the things that are changing on the map in this case we were getting State and your breakdowns right so if you think about that project that got created in an ad hoc fashion when I either launched it from that list or from that performance analytics indicator these are the two things that were automatically set up for me I didn't have to configure them and there was no criteria because the criteria got passed based from the list criteria or the the indicator criteria that we had set so this is really all that goes into setting up a template you pick your table you set up your activity definitions and you set up your breakdowns it's not this gigantic heavy lift um that that would be involved and then the other thing is so that's one that was on um that came in the content pack I said to myself well maybe I just want to go create one for a custom table that I'd or an application I built on the platform so I did ba template this is on this table of Academy tasks that I've created and I just gave it an activity definition of state and a breakdown definition of category and priority that's that's the configuration piece so now if I came over here and I went back to my dashboards let's go to my dashboards and I had my little Academy app and I had my list here from this list I could launch process optimization there's only six records in here or right from here on my closed Academy tasks I could launch process optimization and I would go out and go through that process that you saw it go through before access those six records and their audit logs then send it off to the centralized machine learning infrastructure to do the heavy duty lifting and then spit the model back in and I would have a map for those six records and once you get to the map you'd see that I have state as my activity definition and I'm going to have those two breakdowns that I configured in the template there's my two breakdowns of category and priority from the template and then if I expand this out here's how those custom records that I created for my little application are moving through the different states and so that that's straightforward not a like I said not a big big lift pause there any questions comments thoughts about any of the stuff that we've covered so far we've got a couple that just came in okay I just I just wanted to comment really quick um this is fascinating to me um I feel like uh yeah this is I'm I every time I see it I'm I'm Blown Away by the fact that we're not really pushing this like this is amazing this ties exactly with the story that we tell when we talk to all of you all of our customers we talk to you about making sure that your analytics on your dashboard are meaningful that they tie to a goal that that our focus is improving processes making sure that there's uh no breakdowns or kinks in our workflows that we're optimizing our processes to the link this is the answer this is they go hand in hand it's just mind-blowing to me oh Tara I think it comes back to it's just awareness I mean it really is like we ran the poll at the beginning just to get a sense but I think the the scenario is it's something that's newer to the platform many of our customers don't even know that it exists yet but I'll tell you every customer that I show it to says of course I want that because it answers it answers it answers like I said the follow-up questions many of these questions and and I know that some of you on this call you spend a lot of your time trying to get these levels of insights for people inside of your organization and it's not always the most straightforward thing to do on the platform this gets you there very very quickly absolutely these questions literally addresses everything that we've been brought okay so it looks like Thomas is going to take one of these questions yeah yeah I was just going to ask Dan um is the old you know in certain stay possible from uh existing templates or is it something that you have to create from scratch every time um you can copy but the reality is it's like six clicks and you're not going to be creating a whole bunch of these templates um because one we give you a whole bunch of them for the out of the box workflows with the content packs the only time you're really going to be creating a template from scratch is if you've built a custom application uh on the platform so you can do it it just I don't know that the need is going to be there to do it um I will just make a comment really quick um Anonymous uh said you know they're they've implemented process optimization early adopters but this is the first time they're hearing process mining um this is I'm sure Steven Rogers can attest to um our terminology tends to change a little bit but the actual workflow and processes that are powering everything don't we just go through different iterations with every release and recognize that maybe what we originally called it it's expanded and it's become more powerful and so we have a better term for it or you know there's all kinds of I'm sure marketing reasons out there um but we it is the same concept right Dan yes it's just a question the process mining is just a simple rename um to be more in line with what the the market calls this type of solution and capability so we were early to Market with that we went with process optimization which I still think fits but um we did just change the terminology and I apologize for that that's just something that we're kind of always working through here any other questions what I'm going to do now while the you know questions is I just want to show you that new Vancouver capability of adding that map to a dashboard um so I'm going to create a dashboard here and this is Vancouver I will call this out we're in Vancouver here and I'm just going to add a couple of new elements I'm going to add data visualization I'm going to use the save visualization here and let's see I'll just find the ones that say process year uh process mining process mining process Mining and I'm just going to add these to my dashboard and maybe take this one here and move it down and make it a little bit bigger and then move this one over here cool and then I'm going to come over here and I'm going to add a new element and you'll notice I have this process mining map option I'm going to make this a little bit bigger and then I'm going to go find my let's say incidence process analysis project I'm going to add that to the dashboard and now I've got a process map right there on a dashboard as a widget so now you can create a dashboard in Vancouver that's got um both your kpis your reports and everything as well as the process map and if you were to add let's say a filter to this this would respect the filters that you're putting on there and then you can do things like hey I want to expand the connections I want to zoom in a little bit to the map and then I also want to turn on some simulation to show me kind of the volumes of data that are moving through each of the individual steps so again that's the Vancouver thing that's just coming out for you but that ability is to take process Mining and then extend it beyond that process mining workspace that we've been working in um to a dashboard that would be exposed to potentially more stakeholders inside of the organization lots of power there again this is the next level of insight that people want beyond their kpis and that we can Surface it in more places for them all right any questions that are coming in yeah so we'll we'll go into them so uh first one is are there any privacy concerns around process mining since data does get exported and handled outside of the instance um it's the same we have white papers on that for you if you're interested but um all of the um the machine learning infrastructure and how we protect data going to that shared infrastructure those those trainers are in the same data centers it's the same thing as predictive intelligence and virtual agents and all of this the it's the same process underneath the covers so for most customers they've vetted that already if they're already at the pro level because they're using predictive intelligence in the virtual agent um but we can provide a documentation on that if needed okay thanks uh Stephen I think yours is more of a um I don't know if it's a question more of a comment but uh I think I might just done you choose so you can kind of share your thoughts there real quick might be easier let's see here all right Stephen you should be able to talk yeah no it's totally a comment I'm I'm sorry if that wasn't clear I threw it in the QA because I know that you guys lose chat when you end these sessions and ideas yeah yeah yeah I wanted you to keep it so I I broke the rule of of that I just wanted to point out that one benefit that you guys that that I see to this is that what this allows you to do is um it removes a bottleneck because many organizations don't have very many individuals who sit at a magical intersection where all of these skills are required so for example a pessimistic way to look at this is process mining doesn't do anything that a sufficiently uh Advanced user wouldn't do right but that use those users are exceptionally rare you have to have somebody who has high level platform knowledge and access high level PA knowledge and access and high level process knowledge and access which oftentimes they they don't exist or those one or two individuals are very busy being you know Enterprise Architects or Global platform admins or whatever what have you so this allows you to create a set of objective and what I mean by that is like reproducible and replicable findings that can be fed to folks who don't exist at those magical intersections so for example you could have a continuous Improvement person who that's what they do all day but they quite frankly barely understand servicenow um that's actually very very powerful because if this was just another tool that put more work on the already overworked platform in PA admins great it goes in the backlog with all the other tools that we'll never get to right but this is really cool honestly um because this allows us to just kind of you know run and hand off run and hand off run and hand off and that reduces the bottleneck the only other thing I wanted to say was um another perhaps unrealized benefit of having these discrete um yeah I'm sorry if I'm not using the exact right verbiage but essentially content packs um where like hey this is the content pack for HR this is the content pack for CSM this is the contact pack for itsm etc etc what have you is if there's a cost associated with those many of our organizations have chargeback models where if I can look and point at something and say this is an HR cost this is a CSM cost this is an sir cost whatever what have you then I can that can move forward even when it doesn't have budget in its annual spend which actually means that by saying like this money goes to this group we can adopt faster even though that seems counter-intuitive just wanted to make those points that's all well spot on and you're spot on as usual Steve the um I think that's that's the biggest piece like people ask about the in-platform value of this that for many of our customers the fact that this is something that they can turn on and get going without having like a big implementation bringing in the third party like it I always joke that if you can dodge a wrench you can dodge a bowl or if you can build a servicenow report you can now visualize your processes it's just that straightforward I mean I think that's a it's a huge Advantage for our folks Thomas I'm just going to take the um the screen back real quick I'm sorry I just want to make sure that I share because I am based on the poll that we did at the beginning [Music] um there's a lot of folks who are not exposed to process mining before or process optimization so I I wanted to make uh are you everyone aware of some of the additional resources above and beyond this session that you could potentially go and try out uh there's an on-demand training on the now learning site it's still called process optimization Essentials we're in the process of going through all the renamings but you should be able to still find process optimization Essentials out there really good white paper from a now on now perspective in terms of how we've approached process mining at servicenow and then some of our early results across a number of different workflows a good article that our chief analytics officer Vijay Koto has written about the the power process mining on employee experience there's a community forum for process optimization you'll find lots of content there we try to put as much out there as we possibly can um there's this live on now session called getting started with servicenows in platform process mining that will walk through the plugins you need to turn on creating your first project some of the demo stuff that's there and kind of the building blocks like going through it what an activity and a breakdown is and then the last thing that I'll call your attention to on the slide is that use case series um so one of the things that we're learning is that process mining is a new muscle for all of us or many of us right myself included and just like when you start to exercise or train a new muscle it's always helpful to have a little video on kind of how to do the exercise well we started to put out three to five minute video clips of common types of inefficiencies or analysis that people want to do so let's say you want to do SLA breach analysis or you want to look at tickets that are taking longer to route and then resolve or you want to look at how to do that channel analysis uh this this use case series is out there to help you kind of understand how you would use that workbench to ask and answer some of those specific questions and for most of our customers we give them those and within you know they'll come back and say you know what I found Dan I found that it was taking us three days to get something assigned and we're going to try to address that and reduce that by using a round robin assignment approach moving forward so just some other resources and of course there's a process optimization Academy that we run once a month on Fridays those ones coming up this Friday and we're going to be diving into those Vancouver features or enhancements in more detail all right Thomas sorry I just wanted to know no worries out there no no no worries not at all um and I actually have a QR code that'll give them to your uh academy uh awesome quick question just came in real quick and then we'll we'll I got some slides I need to go over but are any any plans to extend this to GRC uh that one's uh so I would say please put it in the chat um or post in the community the answer is yes uh that's uh we're just it's a matter of prioritization for the different bu's and they they need to understand the demand um that's out there for these things like I said and not a technical challenge it's a matter of creating those content packs for the different workflows uh so uh it's not one GRC and irm is one that's come up uh very often okay great thank you Dan awesome as usual man it's always a privilege uh to hear you speak and present you do really really well at it um if you ever get to the customers if you ever get an opportunity to go to any of the knowledges uh and this guy is speaking you want to get into that session uh maybe you've already heard him uh but if you haven't uh you definitely need to do that so thank you Dan this is really good stuff we had some really great comments in uh the chat where people are encouraging and people that are using it and they're thinking of ideas of how they can use this right now so I think that that is that's the success of showing this and putting this information out there so uh thank you uh very much Dan and Josh and Tara and uh Steven as well uh for his comments so really good stuff so Dan like he said has uh he does academies just like these um and these are some previous sessions that you're seeing here on your screen that he has done in the past but go ahead and scan that QR code and um you know go ahead and get in on his Academy sessions that he has how often are Academy sessions Dan uh there once a month um yeah once a month this year okay yeah so uh a lot of but but a lot of previous ones that he has and and obviously there'll be a few more for the remainder of the year so you want to make sure that you get on that but again thank you Dan uh really really really appreciate you coming on and sharing these things and demo demoing them uh just really good stuff and I'm glad to see the comments that were coming through so uh real quickly I'm gonna go ahead and and talk about some other things real quick because we're running out of time so got about a minute so I'll try to do this so September the 6th we're having a session that is called platform analytics to the next level what this session is going to be about is talking about some things that are coming that's going to make platform analytics even better uh in the future and this is kind of like a road map type thing to kind of talk you through that so if you can get to this session please make sure that you are there some really good things that are going to make uh platform analytics that you know even better uh in the future and we wanted to take an opportunity to talk about those things kind of introduce some of those things to you good yeah real quick Thomas uh the question that I answered if you're still here um I think it was Anonymous asking about this um oh Quentin Quentin attend that session this will 99 answer most of those questions on what I provided you we're going to cover that in great detail awesome thank you uh let's see what else we got here so um the research there is a uh a panel a research platform analytics research panel sign up you can uh take a picture of this QR code and sign up for that this is an opportunity as a customer for you actually to have some input on some things that are going on so uh I think we showed this uh two weeks ago and we had nine or ten people that are signed that are signing up to do that but it's still open so if you want to participate and uh have some input on the way that the future looks for platform analytics uh please sign up for this if you can um make sure that you're checking out our community some new things have been added and dropped there so there is now a uh getting started FAQ best practices and training overview for performance analytics reporting user and user experience analytics the platform analytics the the FAQ and best practice we're still building those because of how new it is but make sure that you go and check those things out they'll definitely help you and then uh make this obviously will be out there on the community as soon as I get the recording back and do some editing it'll be out there later on today or tomorrow at some point but if you're not familiar on how to get previous ones and see what's coming up in the future then you'll want to scan this QR as well this uh will actually be on the Community page so you'll you'll be able to get to it so um I always want to make sure that we bring up the pro tips quick little four three four five minute videos to kind of help you with your journey make sure you check those out always use now learning uh the PA Advanced course is on demand now and uh all of the what's new in Vancouver so there's a lot of sister academies that we have inside a platform so this if you if you scan this QR code it'll actually take you to all of those and it will give you the ability to join those Academy sessions and see what's new and with that I see we have the question of what is the August 23rd session and it will be what's new in Vancouver as it relates to platform analytics so I know that that was uh fast but I'll make sure that all of the links to all those different pages will be into the community if you didn't get a chance to scan that QR code and as usual we really appreciate it went over a little bit but I think it was really great content today and I think Dan Tara and Josh question Stephen for uh Sharon and I think all of you all for joining