well welcome everyone to today's process mining Academy session uh Washington DC Early Access was released I think a week or two ago now and as you know new releases are always exciting for us here at service now so today we'll be doing a high level overview of all the new enhancements for process mining um in the Washington D DC release and then in future sessions we'll be do doing uh deeper dives into different areas they just some topics that require their own session unto themselves so we we'll spend some time on a few specific areas and some follow-up sessions now as most of you know the purpose of these sessions are to help us all get better educated on service Nows in platform process mining capabilities we'll provide how-tos practical guidance and use cases product updates like the one we're doing here today and then as a group we just generally exchange ideas and collaborate so we all continue to get better and better educated around what process mining is and how it can help how the sessions work for our newcomers we have a scheduled topic that we usually cover for the first 30 minutes or so uh then we open it up for questions on the chosen topic for the session then we open it up for questions above and beyond the day's topic sort of like an office hours um these sessions are always recorded and eventually posted on the community um so you'll find a library out there if you like what you hear today and you want to go learn a little bit more there's I think this is like our 23rd or 24th Academy so there's tons of content out there for you to learn more if you're interested um so if you don't mind posting your questions in the Q&A throughout I'll do my best to answer them um as quickly as possible and then if I don't have answers for them today I always follow up and we post them on the community um community site dedicated to process mining sometimes we even use them as a topic for future sessions uh this is the slide that says hey anything I say and do here today can't be held against me the court of law it's also the slide that says hey as part of this conversation if we happen to make any forward-looking statements about things that might be coming on the service now platform you should take them as forward-looking stat statements that are always subject to change and make no purchasing decisions based on them whatsoever 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 process mining product team here at service now what we'll do here today we'll do the quick little process mining for 101 for our newcomers um this is a topic that tends to draw more viewers than a traditional session and the recordings definitely get higher viewership than some of the other recordings out there so we want to make sure that for the folks that don't know what process mining is they get a little bit of Education first before we dive into the new features and enhancements that are available in the Washington D DC release I'll then switch over and demo a couple of them for you live then we'll get your questions answered we'll talk a little bit more about how to get started and then the additional resources that are out there all right as always quick process mining 101 for the newcomers so with everything we do there's a designed and desired path in our our minds for how it should work and how things should play out whether that be planning an academy session like this or a business process and when you design things you design for both efficiency as well as completeness to provide the best experience possible for as many people as possible unfortunately what we design isn't always what ends up happening in reality the reality is that not all work is going to be flowing through the optimal path that's going to have a negative impact on the experience both the people that are requesting service have as well as the people that are tring to deliver that service unfortunately identifying what is actually happening within our business processes and then improving them isn't always easy what process mining allows us to do is use the audit log data that is generated as records move through a given workflow and then create a visual representation of what's actually happening within that process and this new level of visibility helps us accelerate our ability to identify inefficiencies non-conformant process activities and ultimately Improvement opportunities process mining gives us the ability to answer process questions that have historically been very hard for us to answer so where traditional analytics will allow us to answer a lot of the what questions about our processes process mining helps us answer some of the why so things like where is the process getting stuck where is there any unnecessary rework happening where are there tickets that are pingpong in between different groups inside of the organization where are we conforming to the process that we've designed and where are we these are all things that have historically been difficult to answer and act upon and now with process mining in the service now platform they're available in a couple of clicks ultimately we like to say that process mining is going to get you to the why behind all of your kpis and in doing so Empower everyone involved in the process to make data driven decisions about which improvements to make and which ones maybe we can put on the back burner for a little bit all right on to Washington DC and all the the newness that it's going to provide for us so you may or may not know but process mining was initially released in Quebec and we've made rapid and significant enhancements to the solution over the last few releases and of course A Washington DC is going to be no different uh so for those that are new from an overarching perspective we are very focused on accelerating our customers time to Value empowering everyone with process mining insights and then providing endtoend visit ability into the processes we have inside of our organizations and the enhancements that we've released in the Washington DC release align to those core themes whether it's the guided setup the new autogenerated project metrics dashboard that we'll talk about the improved procet map process map widget for dashboards or the four new automated findings the goal is always to broaden the accessibility of process mining insights and enable everyone in an organization to make more informed process Improvement decisions at an EXT accelerated pace so let's dive into each of these individually now the first major enhancement is the introduction of a guided setup experience for process mining projects so as the number of people in an organization that look to leverage process mining to improve their operations increases there's been a significant need uh that's been we've been made aware of to to provide an experience that doesn't require this new audience to know how to navigate core service now lists and form to generate process mining insights uh so this new experience breaks down the simple steps needed to generate a process mining project into four areas we're going to set our objectives scope the analysis set Improvement opportunities and then review in mind and all through those four steps we're going to start providing contextual guidance along the way for those who may be new to process Mining and we want to make sure that they get made educated on some of the Core Concepts like what is an activity what is a breakdown um there's also the ability to create and set up templates for common and recurring use cases uh so though for those of us that are are familiar with creating projects we know it wasn't really all that hard before right it's something you can do in minutes um and if you want you can still get to the what's now called the advanced view um if you're really comfortable creating projects already but recently um we heard from a customer who had over 50 people creating projects now in their organization so there was a clear need for us to create an experience that put process mining project Creation in more people's hands without them having to know be traditional service now users that we're out there so I'll I'll run us through this in a live demonstration in a little bit now when embarking on a process mining every exercise very often you're trying to analyze a specific process in efficiency or test a hypothesis to quantify the impact of an inefficiency and in those situations you might have specific reports kpis and dashboards you could align and connect to the project to provide more context uh for those that are reviewing the results and the insights um you'd also take advantage of the rule-based finding definitions that we offer to flag specific Improvement opportunities and then there's those other situations where you don't know what you don't know and you're simply in discovery mode and for those situations there are two powerful enhancements in Washington to help us get a better understanding of the process the that we just mind and potential Improvement opportunities inside of it the first are automated findings that get surfaced as Improvement opportunities on the summary and insights page now automated findings they detect common process patterns in Vancouver we introduced uh our first set of these automated findings with our rework detector our ping-pong detector and our extra step detector in Washington DC we extend the library of automated findings by four uh we added a a pattern repetition uh detector if you will and that's going to detect work that is going through a ser series of repeating steps more than once so for example um there may be a quality or a training opportunity where a certain type of ticket is moving from work in progress to a waiting call or info to resolve back to work in progress to a waiting call or info to resolv multiple times right going through those three steps multiple times over and over again or work that's passing through the same three assignment groups over and over again we're going to start calling these out on that summary and insights with this pattern repetition finding there's now a an extreme Arc duration uh finding where we'll detect outliers that are taking significantly longer than the median time it takes for a piece of work to move through a certain process transition so for example uh it may typically take a certain type of ticket three days to move from work in progress to resolve but there's 15 tickets that took greater than greater than 24 days these would be flagged and surfaced on the sumary and insight says hey these 15 they're extreme Arc outliers um and then there's the extreme repetition so similar to the duration one we're going to detect outliers that are repeating a certain process transition multiple times uh so for example you may have a set of tickets that are going from group a to Group B more than seven times before closure this may sound like the same as a pingpong and it's close the difference between the automated finding for ping pong and this one is based on the number of times the repetition happens um this is totally configurable there's thresholds that help you say hey this is a pingpong or this is an extreme Arc exam a repetition example and then the last one is uh slow transitions here what we're doing is we're going to detect clusters of Records who whose average time to make a certain process transition is longer than the average time it takes another cluster of Records to make the same transition um so for example there's a a cluster of 250 customer service cases that are let's say taking an average of 224 hours to move from work in progress to resolve but then we find another cluster of 75 that are taking four days to on average to move from work in progress to resolve the automated finding is going to flag those 75 and surface them on the submarine insights page so these findings are the the types of things you you may see as you start to dig in on the map and you start looking at the histogram that we have on the arcs um or the nodes themselves in the workbench um but now we're just going to start detecting those things and surface them in a more automated way for you again trying to accelerate that path to to Insight so you can start accelerating your path to Improvement all right next we have our autogenerated project metrics dashboard so in in Prior releases you had the option to add a dashboard to the summary and insights page of our project and you still do but this requires you to this in the past yet it required you have one available right um now we have one in the content and we also offer one in the content pack for each of the processes but that's based on the outof thee boox kpis and and many customers don't use the outof thebox kpis they create their own so what we've done in Washington is process mining will automatically generate a dashboard that has two visualizations on it for every project uh the first will be a time series a trend-based analysis of the average closure time of the records that you mind just to give you a sense of whether the closure times are rising and falling over time the second visualization is going to be a histogram showing you the count of Records bucketed into the closure time duration buckets uh so you you understand the distribution of the records by closure time duration um the length of the time series and the duration buckets they're automatically going to be calculated based on the data that you've mined in the project so you don't need to worry about setting anything up there these are super helpful for those that are just getting started especially if your process mining admin didn't acted activate the content packs which they should be doing um so if you ever find a situation where you you run a project and you you don't see anything on your initial dashboard they should have activated should go ask your admin if they've activated the content packs um or these are super helpful in those situations where you didn't set a default dashboard in the in the the process configuration record um if you have a dashboard you'd like to use and you'll still have the ability to toggle between this autogenerated dashboard and the one that you added on your own but there'll always be something there now for you and you won't get that message that says hey you're missing a dashboard which will be super helpful for new users the next enhancement this one it it needs a better name um but it's super powerful what we added is we added visibility into incoming and outgoing work for a given activity on the map so probably most useful if you're using it on a project where you've configured assignment group as your activity so you can start to see where a group is getting work transferred in from and where they're sending their work to or if you have a targeted project for a very specific team and you have assigned two Valu as activities you can start to see who's getting the most work transferred to them and who's shipping the most work out and perhaps Identify some training opportunities now these insights they're going to get surfaced in two places the first one is going to be on a panel right the panel that pops up when you click on an activity node in the workbench itself you're going to get a tabular breakdown now of the records that are coming in and out of that specific node and in that tabular breakdown you get the volume and the percentage super super powerful I I love it it's like might be my favorite new enhancement here the more I use it the the more I I fall in love with it the second place you're going to see this new view is on dashboards where you embedded a process map widget uh so now you'll have on that process map the ability to drill down on an activity and it will take you to the incoming and outgoing workview for that activity node and you can filter it by incoming and outgoing work it's it's really powerful it'll it'll likely make more sense when we demo it live later on but it's again one of my new favorite features and I'm just going to take this opportunity to remind folks if you aren't using the process map widget on your process stakeholder dashboards you're missing an opportunity it's going to help Drive adoption of both the dashboards that you're rolling out inside of the organization and it's also going to help Drive awareness around the the power that process mining brings to the table so if you if you're designing and creating dashboards now or if you've got existing dashboards already out there start thinking about adding the process mining map widget to some of those dashboards where it makes sense another new connection between the core platform analytics and process mining is the ability to surface process mining Improvement opportunities via the dashboard's insights panel um if you aren't familiar with the insights panel on on a dashboard it allows you to highlight insights related to the kpis that are displayed on that dashboard and in Washington release you can now link a process mining project to the insights panel and then that's going to start to surface process mining Improvement oper opportunities based on the kpis on the dashboard uh for those that haven't spent much time with Improvement opportunities these are the things that are powered by both those rule-based and automated finding definitions that you can add to a project when you configure a finding definition you can link it to a specific kpi this linkage between a finding definition and a kpi now becomes even more important because this is what's going to tell it to surface that finding definition on a given dashboard right um this enhancement is a is another way we can start empowering more people in the organization with process mining insights um and we're going to be doing a future Academy session just on this capability Alone um because that that's just how important I think this new enhancement is now as most of you know one of service now's process mining goals is to provide endtoend visibility into all critical business processes and with every release we move closer to that goal so in Tokyo released we released our multi-dimensional um process map capability to provide provide visibility to processes that touch multiple tables there's a whole Academy session on multi-dimensional process Maps if you're interested in learning more about that in Vancouver we introduced the ability to apply process mining to external process data generated by applications other than service now so you can import let's say data from sap and apply our process mining solution to identify bottleneck there's a whole Academy session dedicated to that topic if you're interested in learning more there and now in Washington we give you the ability to link that external process data to process data generated by workflows R running on service now themselves so you can get end to end visibility into a process that crosses multiple applications via those multi-dimensional Maps so for example you may have an HR onboarding process that's being powered by service now but there's a certain step of the process let's say that requires a laptop purchase and that part of the process lives in sap you can import that laptop purchase process data into service now and now link these two pieces into a single multi-dimensional map again we'll do a whole detailed follow-up session on this uh linkage between internal and external data in service maap now the next enhancement um this is a a pretty specific one so probably most of you be like what's going on here but if you've had this specific use case you're going to be really appreciated of this enhancement you now have the ability to combine multiple activities into a compound activity grouping so the best example I've heard so far is the need to understand when an address is changed on a record well the address is a combination of fields right address state ZIP um maybe country and you don't want to include all of those as individual activities on a map um so to see that the're all changing you just really know need to know that something about the address change so with this capability you can now Group address state ZIP into a compound activity and just call it address change so if you know you've got a situation where there's multiple activities that are kind of basically the same thing but you want to make sure that you capture any little change in that area you can now use this compound activity to do that now Beyond those there are a number of enhancements that didn't warrant their own individual slides but I wanted to make sure that you aware of uh in this slide here um just because people are going to be watching the recording some of these might be critical to you so the first is the ability to mine archive data if you're one of those larger organ ganization to Archive your data you can now apply process mining to that data after it's been archived helpful next you have the you may have occasionally seen some some loops on your Maps around a given node that for me they kind of remind me of hoop earrings uh on a certain activity node on the map these were being generated when duplicate audit data existed as part of the process so we've removed those duplicates if they're present now so say goodbye to those those hoop earrings that you're seeing on your activity your activities on your maap and then for those of you that are importing external process data and applying process mining to it we've now added an API option to schedule the import and update of that external data set so you can make sure you're constantly getting refreshed information for your mining exercises uh one of the areas that customers have consistently asked for improvements on is is better error messages uh Pro that for process mining um instead of the cryptic ones that are there in many cases today it's a continued an ongoing effort I would say U but we've taken a big step forward in Washington there's a new mining summary page that'll appear after a mining job has completed um and this new page is going to provide all a number of different details about the mining that just took place including any errors that may have occurred so we know it's an area that we need to improve on we've made some significant steps in Washington and we're going to continue to improve on that moving forward um and then the last enhancement to mention is the ability to set projects to retire so as we start to extend the reach of process mining to more people in the organization and enable more ad hoc mining from platform analytics kpis and dashboards we need to start to better govern and clean up our process mining projects uh so to help with this effort we've added a project retirement capability so by default now inactive projects will be set to retire after about 90 days actually not about in specifically 90 days and of course this is a configurable option and then after a certain period of time uh or period of time after retirement those finished models are going to get deleted but the configurations they're going to stay right we're just kind of deleting the the package model to to clean things up the configuration will still be there for you so if you want to get the information back you just remine but um we're going to that retirement option there's some configuration rules around it but it's just there to help us better govern um as more projects are starting to be created in organizations all right I'll jump over to the instance but before to do that I see there's a bunch of questions that have come in um that I'll address let's see see one about pricing I'll come back to that one about the pricing some a question about the benchmarks for medians internal or industry-leading practices or such uh those those medians are based on the data that we mind they're not coming from a third party Source or anything like that those medians are based on your data so you you're essentially you're benchmarking against yourself which is probably the best way to do it perfect another question about applying process mining to incident data um what are the most relevant videos to do this I would say for that question and I'll call out these resources at the end of the session but why don't you um go back and look at priories uh the first couple of Academy sessions are specifically focused on incidents uh question about the project metric dashboard on the summer and insights page and is that information only from the currently mined project or is it going to be showing you information from prev seed mine project um so it is going to only show you information from the current mining so you mine the data those two widgets are going to be po populated based on the data that you m um one of the things I could recommend that you do in that area where you're doing kind of you want to do a little bit of historical analysis is you can do the side by side maps in the compare option um but the project metrics themselves are specifically going to be focused on that mind piece this is probably an opportunity to think about the use case and maybe we we use a performance analytics dashboard to show you the stuff over time but it's also an opportunity for us to make another enhancement to um process mining so I like that it's great feedback um and then a question about the incoming and outgoing analysis will also show the the duration information and uh you'll see that when I get into the demonstration here so we do show some of that specifically on the the node that you add to the dashboard you definitely can click on that and you'll start to see the same statistics that you would see in the workbench itself on a node all right address most of those keep them coming in I'll come back to them after the demonstration piece oh no let's get to the demonstration piece but keep keep asking them perfect so I'm going to come here to the process marting workspace and I'm gonna open up my process mining Washington DC assignment group analysis I'm in the first thing that you're going to see on this summary and insights page now is the new project metric dashboard I will preface this this with my demo data is not that great you would hope that your your trend for the duration of completion of work uh would look a lot better and cleaner than mine um that I have here but the idea is that you're going to be looking at the average time to complete work trended over time inside of this one as I mentioned earlier this date range right now it's monthly because I mind um several years worth of data but it's going to be relative to the date range that you mind um and it's going to at a minimum have seven data points uh in it then this histogram over here is going to show us the distribution distribution of work by completed time again since I'm using demo data you would thoroughly expect that a lot of these records are just immediately opened and closed so you're going to see a lot in that bucket but in your world you should see a different distribution of the data there these are automatically going to come every single time you create a new project then of course you have that ability to link your own dashboard to this and you'll have that ability to toggle to that dashboard so the dashboards that come with the outof thebox content packs any specific dashboard you want to add to a project that's also going to be included um and available to you in this little toggle option that you have here now now as we move down the screen we get to our Improvement opportunities that are powered by our finding definitions and I'm just going to call out the specific ones that are new uh we've got our slow transition so in this case here it flagged 42 records that were moving between it support service desk level one to it support Americas um and they were a chunk that 42 uh you know bucket of 42 was longer or a cluster that was taking longer than another cluster of tickets earlier and I'll I'll jump into the instance and show you how that worked or into the map itself and show you kind of where those 42 live then we have this one here that's flaggs as extreme duration same transfer from these two groups it support desk level one to support it but there was seven of these right that took significantly longer from an average duration perspective and they got captured by that extreme duration piece um and then if I come down here I think if I move over here I've got some repeating patterns so again demo data not the best but I found that I got this one ticket that went from it support Americas to support it back to it support Americas more than one time and then this next PATH it support Americas it voice to to back to it support Americas again this is repeated more than one time here all of these findings they have thresholds and configuration values so you can configure them to work in different ways but it's again just a way to start identifying potential opportunities in your data without having to dig into the map first it's just going to surface them and give you some guidance of things you might want to look at let's go over to the map and I'll just expand this out a little bit perfect and what I'll do is I've already created a filter set here just to get me to those records that were going from it support desk level one to it support Americas so those were the two if I come back to my summary and insights page you'll see the slow transition and the extreme duration were the transfers between those two groups so let's just just look at those I created a filter set to get me quickly to those and what I'll see here is I've got these tickets that are going from it Support Services to support it Americas and on average they're taking 23 hours to get there if I click on this I'll get to my histogram here and you'll see I'll have my large bucket right but I've got these other outliers over here on the histogram from a duration perspective what I can do now is I can come in here and say well let's go show me those ones that were the slow transition these 42 so let's come here and view those in the workbench and it's going to isolate it down to those basically that took long these 42 that longer than three days to six days here so it found a cluster of tickets that was taking significantly longer than a an earlier cluster there and it focused me in specifically on these ones um and then if I come here and I say let's go back and let's focus in on these extreme duration these seven that took a really long time to go between those two teams isolated down here and it will get me to those seven records that were extreme outliers right so it Support Services to it support America the average duration of these was two weeks right so I've got these outliers extreme outliers so again now there's seven of these automated findings that are really useful for helping us uncover potential opportunities in our data for those situations where we don't know what questions we should be asking and we're truly in discovery mode inside of our our data set here just helpful again I always compare them to a dating app some of them might be useful and you'll swipe right some of them might not and you'll swipe Left Right but it's just gives you some direction to get started with all right next thing on here that I want to call out is let's take a look at the incoming and outgoing work here so now when you click on a node on a map again in this project here we used assignment group as our activity you might be using State you'll notice here on the popup where we used to have like run records root cause analysis cluster right there underneath the histogram those still exist they're going to be packaged now up inside of this investigate section of the popup here uh so just know that it might look a little bit different when you move to Washington the things same capability is still there to show records cluster RCA and filter on transition it's just packaged up underneath this investigate tab but you also now have this records from and Records two and what this allows us to see is hey for this group that we clicked on here it support Americas now I start to see that the majority or 77% of the tickets are initially assigned to this group right after creation right the bulk of its work is coming from initial creation but 15% of their work is coming in from it Support Services desk level one so we're getting a lot of work from that team and it's transferring in then another percentage of work is is coming from this team this team boom boom boom right so we're seeing where the work is coming from and then we've got where we're shipping the work off to so 86% of the work that comes into our team we're just closing by ourselves and not transferring to anyone else right it goes directly to process end but 3% of the time we're passing it off to it support Americas so it just gives us a sense of kind of what percentage of work is coming in and what percent of the work is going out and that might be give us the visibility we need to start making some process changes maybe adjust some business rules I just get a better understanding of of what's going on from a workload perspective super helpful in my opinion and the more I use it the more I start to fall in love with it now the same capability I'm going to jump over here to a a workspace I might have put it as a favorite maybe not let's go find platform analytics an analytics Center go find my dashboard that same In-N-Out capability is going to be available on standard dashboards inside of the platform let me clear all these filters that's interesting that it saved it for me clear this and bring this out clear just so you can see so I'm on a standard dashboard now or platform analytics dashboard and I've added a process map to that dashboard and I can start to see how work is moving through the different teams this is the same project configured that I had we were just inside of the analyst work work bench and I'm just looking at how the work is moving from Team to team I got my case simulation on so these little dots that look like ants they're just showing me kind of relative volume and velocity of the work moving from Team to team and what I can do from here this process map could be wired up to filters that you have on your dashboard so maybe I want to focus in on that it support America's team isolate them and hit apply we'll narrow it down to just the work that's coming in in or touching that it support America's team at some point right or finishing with the it support America team I should probably say and then if I want to get a deeper view into this I can click on this and it will drill into and we need to shrink that down a little bit gets a little scary but it will drill into that incoming and outgoing work View and I can isolate this to say okay only show me the work that's being transferred into it support Americas so we'll say incoming and now I can look at all the different teams that are transferring work into my team and maybe this one jumps out to me this these 53 that are coming from support it so somebody earlier asked hey is it going to give us all that other information around the median and the duration and the the repetitions that's all there and this is now exposed in a dashboard that's outside of that workspace so we can get more people involved in the process mining conversation and then I can come in here and I can say you know what only show me those 53 that are being transferred in from support it apply that trans transition and now I'm looking at those 53 that are coming in obviously at one point of the process they're being transferred back out to other teams and coming back to us but now I can say all right now that I'm focusing on those 53 that are coming in from support it that are on average are taking one month to do that now let's flip this to the outgoing view of those 53 and I can see 33 of those 53 I'm turning around and sending right back to support it so what's going on with those and on average it's taking me a day to do that can I potentially do something or train support it to handle those on their own so we don't lose that month of time with that ticket sitting with them before they transfer for me and I send it back in just one day but yet just the idea here is now you can take process mining put it on a dashboard for a process stakeholder not force them to go into the process mining workspace to do some digging on their own and they've got some flexibility with this process map right there themselves to get an understanding of their workload and where it's coming from and where they're shipping it out to all right last thing I wanted the show today we'll do do some deeper dives into other SE sections like that insights panel and that multi-dimensional map is I I did want to walk you through the new guided setup and again the idea here is hey as more people in the organization recognize the power of process mining they're all not going to have service now skills so how can we make their lives easier so what we can do now is when you go to create a new project you've got this guided setup experience and on the right hand side of the screen just you can see on each one of the steps that we move through there's going to be a nice little helpful contextual tip here to move through things it also links you out to things like the process mining Academy sessions Community page for process mining the use case series and the FAQ we have out there uh so as more and more people get hands on this they'll also be directed to the educational options that we have for them we're just going to call this my Academy guided project guided if I can spell today Project and we'll choose a table but notice here as I choose this table there's that added option for archive data um that's new in Washington as well and of course I'll choose my incident table now here's that option for retiring do we want to autore retire this project or not we're going to leave it checked as yes if you wanted to add your own dashboard in addition to the autogenerated dashboard you would check this box as well and then you'll also notice down here at the bottom of the screen we've got these new templates um so the idea is you can create templates for those new folks that are just getting started maybe you kind of want to create a template that's got the table set of incidents already you want to set a date range for them you want to have that activist false set so they're only looking at closed work and you want to have a few standard activities like a priority category assignment group already configured for them uh sorry few standard breakdowns configured for them like priority category assignment group and maybe you just have the state as your activity whatever it might be you can preset um a standard project that you know that you're using over and over again fill in all those values moving forward uh and then adjust them as needed in the next step of the process but you can create templates to to get other people started on their way probably super helpful now we'll say save and next and that's going to move us to scoping our analysis and what we'll do here there's a couple of different ways to do this but we can click on this incident table and now we'll start to add our filters again now these could be set in those templates but we'll just come in here and we'll set our filter of active as false and this is where you would start setting your additional filters of things like certain time period maybe a certain type of ticket that you want to analyze um and we're not going to do that today because I don't have a lot of demo data inside of this instance but you'll see here for these I've got 40,000 closed incidents that we'll be mining the other thing I'll call out and this exists already this is not a new feature for Washington but there's this crop process option U many customers don't know about this but let's say um you've got a a standard uh closure process of hey we wait seven days from resolved before closed and it just sits there and when you go to your project all your durations have that additional 7 Days added to it and you you want to analyze it without those seven days from resolved to closed uh this is where you can set specific um end conditions for your process when you do the mining so maybe you want to stop at that resolved State or the last resolved State and not add that additional seven days you just come in here and add a crop of to end your process so just wanted to call that out because I've been asked by a few customers recently and they didn't know that that capability exists all right so we'll save this there's our filters now we'll add our activities come in here well just so you can see when I click on activity now my contextual help explains to me what an activity is so I can come in here I'll add an activity of let's say State good and all the options that you would have in the advanced view are are still here but we'll just keep it a state and we'll say save I'm going to add my breakdowns now you'll notice the contextual help switch to show me some information about what a breakdown is we'll come in here and we'll add categor as a breakdown just so you know this looks like you can do multi- select in the first iteration of this it's not going to allow you to do multi select um so just something that's going to change based on what you're seeing here um and and what might be there when we go full-blown release so we've added categories of breakdown the advanced settings is really just to include approvals or not so just as we add more and more advanced settings they'll be there even though it looks like it you need to do it to complete it you don't in this case awesome we'll move to our next step and on our next step here what we're going to do is we need to add our Improvement opportunities right from the library this Library again is configured at that process configuration record so we'll come in here and I've got both my rule-based and my automated finding opportunities or finding definitions sorry we'll hit automated rule based we'll add them all to the project what it's going to tell me is which ones actually apply based on the conditions uh sorry the activity that I've set so only certain of those that I added uh apply based on the activity of state so it adds those from the library we can hit next and now it's going to give us a nice little summary of everything that we conf configured so just a way that you can kind of now give people who don't know list and forms inside of the platform to set up their projects and then hit the mine button for those of us that um are very familiar and comfortable with the other view that we've had guess what right from here you can get to the advanced View and everything that we just did is going to be set up and configured in that view that we all know and love traditional lists and forms and we can make adjustments to it from there um so still have that option I know once you get aable something I'm I consider myself in that group once I get comfortable something as helpful as this new Wizard and guidance setup might be for new folks I kind of comfortable doing the thing that I like to do so I might just go back there and right from here I can hit mine and it's going to go in mind that project for me and I'll pick my sample mine as that goes I'm just going to come over here I'll check to see if there's any additional questions that came in question about compound activities and I'm not sure if I'm grasping the the nature of the question um but I'll I'll try to answer it so it's asking for compound activities if multiple fields are are zipped now I'm not sure if I know what meant by zipped how does it look if repeatedly things are changing on those fields in the process and in between other things does the flow go back to this node yeah okay so um it's flagged is an activity so all of the different so that I think the question is hey if if those things let's say we have four activities packaged up into a compound activity and um there's one of those things within the four that's constantly being changed in the process uh what's going to happen is you're going to have a line that's going back to that node or you also be able ble to see um within the histogram the repetitions bucket will be changing in inally increasing based on that one part of the compound node changing so you'll have to make a decision on how important that one data value or the individual data values changing is when you're doing your analysis and what choose whether to include them in a compound or separate them out what are the actions available based on the different types of issues I'm assuming this is talking about on the summary and insights page the finding definition so I'll come back I'll come back to that in a second it looks like I nailed the compound question or at least I understood it correctly great um so I'll come back to the the question about actions available on the based based on the different types of issues in a second here just so you can see this is that new mining summary page so if there were any errors or Warnings we're trying to do a better job of explaining them to you and you can view the logs right from here but of course now now that we've done that we can jump over and we completed our mining we can get start getting visibility into the project and we've got our summary and insights page with our project metrics automatically detected and our findings so while I'm on this um this page here I'm assuming the question about the different issues what are the actions over here so a couple of different things one is it found these 1579 or 44% that had a long resolution time that were taking longer than 7 days to go from resolved to closed um so what I could do right from here I could view that in the workbench um so I could just get a map of those 1500 right from here I could run root cause analysis and what this would show me is what were the initial values that were set on these tickets that took a long time to go from resolved to closed so I get a sense of kind of the categories and the assignment groups that contributed to these I could run some cluster analysis what this allows us to do is look at the short descriptions and the descriptions the unstructured textual data in those tickets to see if there's any Trends and patterns there I could add a note to this to just kind of say hey so and so take a look at this you might want to dig into this finding I could create a continual Improvement management initiative um continual Improvement management for those that don't know uh is an application we have on the platform that allows us to capture track and prioritize Improvement opportunities I could create an automation Center request there's another application on the platform that we use to kind of track automation opportunities and potentially the the Val once we roll that opportun automate that step of the process or automate that thing uh capture the return on the investment from that Automation and I can archive this Insight so you know what like something like this I never want to see this again back to my dating Bap analogy well I'm going to Archive that it's going to get hidden and for this project I'll never see that activ that Insight again because it's not relevant to me so those are the different actions that are available um for you right now on on that summary insights page I think that's what the question was perfect just looking at the questions I think I got most of them check the chat here uh question about process mining available in personal developer instances to my knowledge right now the personal developer instances still are not connected to the machine learning infrastructure um and that's the piece that we're missing um we're missing the you just saw when I hit that mine button that mining takes place in the shared machine learning infrastructure that lives in every data center um until the pdis have that connection we're not going to be able to do process mining there um there is an option to run it for 3600 records in your sub production environment so you can play around there um and then obviously if you want to run a full-blown proof of value you can work with your sales team then we have some options there as well all right um pause there that was a lot uh any additional questions if you got questions please put them in the Q&A I saw somebody rais their hand but if you just want to put your question in the Q&A that's probably the best way to do it to make sure I get it captured or put it in the chat um as you think about your questions let's just come over here uh some of you were asking about where do I learn more how else can I get started this looks amazing I want to know what else I can do with process mining plenty of options out there for you uh one is there's a now learning course called process mining Essentials uh we used to call it process optimization Essentials it's been rebranded to process mining Essentials I need to update this slide but it's out there on the now learning site um process mining Essentials go and take that if you want to get an understanding of kind of like what it takes to stand an operationalize process stand up stand up and operationalized process mining inside of your organization we've got a really good now on now white paper out there um that walks through kind of how we approach process mining here at service now and five or six of the addition the initial use cases that we we applied it to that's available on the community site if you go to the service now process mining FAQ if you Google that one of the links on that page will get you directly to that white paper there is a community form again it's been relabeled process mining not process optimization which was the name we had for this solution prior to Vancouver um so if you go to the community form there is a product Hub section specifically for process mining you're here at the process mining Academy so you know that this exists um as I mentioned earlier this is there's probably 22 or 23 recorded sessions out there that cover different different aspects of the solution you want to learn more about those Improvement opportunities and finding definitions there's a session both on the rule-based and the automated ones out there for you you want to learn more about that multi-dimensional mining capability or map capability there's a whole session on that you want to learn what was new in Vancouver there's a whole session just on that or if you're specifically focused on process mining for HR field service management SPM strategic portfolio management or if you built custom apps there's individual sessions for each of those out there on the academy as well we also have something we call the use case series uh these are five minute videos that show you how to do very specific things like how to use process mining to do SLA breach analysis how to use process mining to do um analysis of work that's taking longer to Route than resolve really good way to find automation opportunity how to use process mining to do multihop analysis so about nine or nine of those out there I think now really good right there on the community site and of course there's a live on now session called getting started with service now in platform process mining um this one is out there little bit dated at this point we're doing a refresh of that in a month or two but still a good place to get started and learn learn the basics of process mining if you're interested it I'll check to see if there's any last chance for romance any any addition questions um out there um if Dave if Dave if you've already taken the essentials course no new updates um since the probably in the last six months so if you've taken it in the last six months you're good um I would I would stick with the academy sessions now to kind of get some of the freshest content and since you're a regular attendee here uh you probably have already heard and seen you're probably pretty up to date but there are a couple of new use cases out there if you haven't checked those out recently any other questions comments thoughts before we uh wrap up for the day give you a minute to to put some stuff into the Q&A all right question about how soon will this webinar get added to the process money Academy on YouTube I I usually get them out there day of um I I do have a bunch of backto backs today so it it should be out there by by this evening I'll say um within the next 24 hours definitely I can I can tell you that any other questions oh yeah thank you for reminding me um so uh process mining how does it get packaged and then how can you get entitled to process mining process mining um is available for itsm CSM and all the industry workflows HR create a workflow so you built your own custom applications it's available for strategic portfolio management it's available for field service management it's available for external data I think I've got them all there those are the workflows that's available for um and it's basically if you're a pro level customer for any one of those workflows uh you have the option to get entitlement to process mining it's a pay for it's an add-on you're going to have to pay to get it but uh you have the ability to add process mining to your entitlement um for a as an additional option in your subscription I'd work with your account teams on that and then it's also included in the Enterprise bundle for your it service management as well as your customer service management and all the industry flavors of that um so those are those are kind of the the bundles in the packaging that process mining is made available for I would say just work with your account team and kind of make check to see if it's already included in something you already have and if not um you know start the process with them in terms of how you can get it added any other questions if not um so just what we're going to just so you know the um next session that we're planning on doing is that process mining included via the insights on platform analytics dashboards I really believe this is a super important capability that customers should be taking advantage of so right now the plan is to do that in our next session and deep dive into that area on in March um and then the session after that the plan currently is to uh Go cover linking internal and external process data through multi-dimensional maps in April and then in may we usually don't have a process mining Academy because of knowledge I look forward to um meeting so many of you in person I really appreciate all the support uh that you've given the process mining Academy over the last 18 months or so and it's always nice to meet some of you in person whenever we get the opportunity whether it be at user groups or at knowledge itself um so I'm also thinking about uh putting together a little get together for the process mining family at knowledge so if you are attending please reach out and let me know um and we can see if we can coordinate something for the group to get together there let's see and if you have ideas or topics that you want to cover in future Academy sessions please post them on the community so I know or send me a note um or get in touch with me in some way because these are what I think are important for people to know they're outside of stuff we've already covered but obviously a customer comes first so if you've got stuff that you think is important we'll make adjustments uh with that let's see any last minute questions that have come in I just a question about um there's a question here about uh HR yeah so uh with HR um the only way you can get process mining right now is you you need to have the additional entitlement so I would work with you if you it's not bundled with HR Enterprise it's uh an additional entitlement there the way that that works and then uh knowledge sessions any sneak peat uh sessions yes uh well I'm gonna say Safe Harbor to the knowledge question uh right now because they're going through the process we have submitted for um three sessions at knowledge uh one will be just your standard process mining overview type session for those folks who are not familiar with it uh one will be a specific session focused on better together with platform analytics so all the different linkages um between uh platform analytics capabilities and process mining because they are very complimentary Solutions and we we expect and hope that customers start using them in that fashion moving forward and then one specific breakout session covering those use cases so the top five use cases for process mining like SLA breach analysis Channel analysis multihop analysis uh we'll we'll be doing live demos of how to do those five things those are the the ones that we've submitted obviously it's um you know there's a whole process that that things have to go through but we've submitted for several sessions all right with that I'm going to say goodbye thank you for attending happy mining everyone we we'll see you next month and of course if you've got questions please post them on the community and uh we'll do our best to answer them