what is process mining well process mining automates the process of identifying inefficiencies allowing businesses to streamline their operations and Achieve higher levels of efficiency so instead of blindly trying to automate and improve your workflows service now as in-platform process mining solution allows an organization to understand how processes interact with each other identifies some bottlenecks for you and then helps you make smart decisions about how to improve them this quick demo will introduce you to how so many organizations run their businesses with dashboards just like this one tracking critical kpis and how they are trending towards the goals we've set but when kpis start to Trend in the wrong direction understanding why and how to improve them isn't always easy and obvious that is where process mining comes in for example if we see our mttr trending in the wrong Direction in a single click we can drill down to the process mining workspace to get a better understanding of some of the inefficiencies and more importantly the opportunities to improve in the process mining workspace we're immediately presented with both Aid driven and rule-based Improvement opportunities categorized by the top of type of opportunity and the kpi as they impact for example the engine will call out situations where workers repeating steps in the process ping ponging between teams or perhaps going through an additional step all things that would be slowing us down or this example here where we have a significant number of incidents that are at some point in their life going to into the state of a waiting caller info the most important piece of information here is these 43 years worth of productivity packaged up in just this one step of the process even if we could reclaim just 1% that's a win for us from an organizational perspective so now that we understand the opportunity and its magnitude let's dive deeper to see if there are ways to reclaim some of that time and we can do that right from here and then drill down into the workbench now the workbench is going to allow us to continue the conversation with the data we can use the interactive map to get a better understanding of how work is flowing into and out of the state of awaiting Coler info so here we can see the work that's flowing in from in progress to awaiting Coler info and now we start looking at the duration and things that are flowing of the things that are flowing out of that state just to get a better understanding of the actual inefficiency and its overall impact we can then start to use our breakdowns to slice and dice the workbench and look at different aspects of the data so maybe we want to look at these 8,400 incidents that are going into a waiting caller info by assignment group priority category any way that you structure the data on the platform you can use to help you better understand this in efficiency now here let's take a look from a channel perspective the thing that jumps out to me are the tickets that are coming in via email and going into a waiting caller info because there's a whole additional week of duration packaged up in those so maybe we want to focus in on the things coming in via email we can hit apply once we've isolated it to the subset of tickets that are coming in via email and going into a waiting call info we can do a number of other things we can use the histogram here to potentially look at the things are going into a waiting caller info two three four or five times we potentially could use our Aid driven root cause analysis to get an understanding a better understanding of the leading influencers that are driving things into this awaiting caller info State we can derill down directly to the records if we have the rights to do so this is a huge advantage of an in platform approach to process mining that ability to access the operational data and the ability to leverage the existing security to manage who can see what big big ad advantage to an in platform approach to process mining or we can use AI to get a better understanding of the patterns and the textual data like short description descriptions where much of the actionable information lives for example here we've identified a identified a cluster of tickets in which it's just people trying to change their email address and their profile that seems like something we should have a catalog of uh item for or potentially a virtual agent conversation and if we do have those things in place already maybe we just need to Market them a little better so now that we've identified the opportunity to improve we need to close the loop we need to ensure that this Insight gets captured tracked prioritized and followed up on and we can do that by linking directly to our continual Improvement management exist initiatives that exist already and now we can come in here and say Hey I want to say make sure that this is aligned to our initiative to improve or resolve our incidents by 25% or improve sorry the resolution time of an incident by 25% so in a matter of minutes we're able to identify a potential inefficiency in our process how we potentially could improve that and then close the loop by capturing it with a continual Improvement management initiative there are so many ways that we can improve our processes that are running on the service now platform and even those that are running outside of the service now platform this was just a quick example of how you potentially could use process mining to do that and now there's no shortage of opportunities for you to learn more about service now's in platform process mining solution there's an on-demand training on the now learning site there's a great white paper about how we've applied process mining here at service now there's a whole Community form on community. servicenow.com focused on process Mining and some of the common questions that are there there's a process mining Academy with over 20 recorded sessions that you can dive into to learn more about process mining we just looked at one example at a channel analysis example but there's so many different uh use cases that you could apply process mining to we've started a process mining use case series for you to uh learn about how to apply process mining to solve common challenges like work that's taking longer to Route than resolve or doing SLA breach analysis and then of course if you want to learn more about kind of how to get started and how you could be doing what we just did in a matter of minutes there's a great live on now getting started with servers Nows in platform process mining recording out there walks you through plugins project setup um and doing some initial analysis appreciate your time here today look forward to working with you happy mining everyone