so what we'll do today we'll do a quick process mining 101 refresher and then we'll run through the building Blass of of process mining things like what's an activity what's a breakdown what is a configuration record Etc then we'll jump into an instance and build two different projects one that looks at how tickets are moving through different states and another that looks at how tickets are moving through different assignment groups these are the most common starting points from an analys perspec analysis perspective for our customers we'll get your questions answered and look at some additional resources for you to use after today's session then we'll we'll wrap up and call it a day now I always like to start these sessions with this quote do the best you can until you know better then when you know better and do better why I like this quote is it usually aligns to the reason that we've all gathered to learn a little bit more about the service now platform then go take that knowledge bring it back to organizations apply it and help us get more value out of our investment with service now it also aligns to the solution that we'll be talking about here today process mining which is designed to help automate the process of x-raying the workflows you have running on the service now platform and showing you where and how you can be doing better for everyone anyone and everyone involved uh so we'll just start with a quick process mining 101 for our newcomers so with everything we do there is designed and desired path in our minds for how it should work and how things should play out out whether it be planning a session like this or a workflow or business process and when you design things you designed for both completeness and efficiency 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 is going to be flowing through the optimal path and that's going to have a negative impact on both the experience people requesting a service or having as well as the people that are trying to deliver that service unfortunately identifying what is actually happening within our processes and then improving them isn't always that easy what process mining allows us to do is use audit log data that is generated as records move through a given process on the service now platform and allows us to generate a representation of what's actually happening within a given process shows us our reality and with this new level of visibility it's going to help us accelerate our ability to identify processing efficiencies non-conformant process activities and ultimately improving opportunities process mining gives us the ability to answer process questions that have historically been very challenging to answer so where traditional analytics will help us answer a lot of the what questions about our processes process mining helps us answer a lot of the why so things like where is our process getting stuck where is there any sort of unnecessary rework happening where are tickets ping ponging or bouncing between groups or teams where aren't we conforming to the process that we've designed these are all things that have historically been difficult to answer and act upon and now we're just a couple of clicks away with them with process Mining and you're going to learn those clicks today so 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 let's get to those building blocks so today we're going to cover all the foundational Concepts you need to create a process mining project and visualize your processes in the next session we'll cover all the different ways to work with that visualized process map to identify inefficiencies and Improvement opportunities now if you can't wait for that next session there's a bunch of what we call Process mining Academy sessions that are already recorded and out there on the community for you to help you dig into uh these different aspects that we're not covering today what makes process mining possible is in the industry called event data and when we say event data on the service now platform we're really talking about audit log data not like let's say itom events and audit data exists for each individual piece of work or record so for an example an incident a case a request of some sort as a piece of work moves through a given process it creates audit data with each step that it takes I'm in audit data at a minimum has three values a record ID like which piece of work it is or is it an activity what's changed um on the record itself and a time stamp when did that change uh this audit data is what is used to visualize what is actually happening within a given process um and when it comes to service now that what the industry calls event data we stored in the audit log table right turning on audit data collection is a configurable option for every table on the service now platform in fact it's turned on by default for something like 140 plus different tables so more often than not customers usually have the data they need to do process mining right right away and if you have the rights to do so you can go to any record and view the history to view its audit log so if you look at the slide here uh we've kind of used that leftand navigation in the upper left hand Hamburg on the upper left of an incident record we went down to the history and the list View and that's going to show us all the changes that have taken place to this record and this is the data that we Ed to visualize the process right it's that order of data as I was just mentioning that we used to create the visualized process match to show you the reality of what is happening within a process where the bottlenecks are where the rework is occurring what's speeding you up and what's slowing you down okay so so that's the data piece now what data we mine is all configured inside of a project projects are where we configure what data we want to analyze so besides configuring the data we also configure a few other important pieces inside of the project like activities breakdowns any child or related tables that we want to link together and finding definitions which you'll you'll learn more about here today just so you know there are roles Associated to process mining that allow you to create edit and share projects I just keep in mind that process mining is a percentage spend based entitlement which means you can give these roles to as many people as you want and you don't really need to worry about counting heads these roles really just help you govern who can do what within process mining it's not something that has entitlement cost associated with it besides the source table an activity is the most important part of your project um these are the different types of steps that can occur as part of your process think state or assignment group changes which are the most common examples of activities we see within projects our customers create but they can also be things like you can have an activity like knowledge article being attached or a subtask being created you're required to have at least one activity configured for each project and you can have up to 10 now I say you can have up to 10 but readability of the map is certainly something that you're going to want to consider when you're adding activities Pro to a project uh best practice is to have a specific goal or question you're trying to answer within your analysis and this is going to help us Define what activities you should be adding for example per perhaps you want to do some on hold reason analysis um in that situation you might add State and on hold on hold reason as your activities or maybe you want to look at which teams are putting tickets into the onh hold State most often for this you may have an activity of assignment group and on hold reason uh maybe you're interested in analyzing how frequently the risk value of a change is changing uh there you may just use the risk value as an activity on a project that's using the change table as its source there's just so many so many options available to you but knowing what you're trying to analyze and what questions you're trying to ask and answer is very helpful when you start to configure which activities you want to add to a project now breakdowns are the next most important thing for you to know about they act as filters while you're analyzing the map but they also give you statistical insights into the data and you can configure up to 10 breakdowns per project these are typically choice or reference Fields so if you're not familiar with the concept of choice or reference Fields think about a drop down list or a field with a magnifying glass on a form that you're using uh one important note about breakdowns you have the ability to filter breakdown values when you configure them so try to use breakdowns that have a reasonable number of values like in the tens or or hundreds not in the thousands or Millions uh the only reason I bring this up is because I've seen customers try to use configuration item or CI as a breakdown without filtering it and they wind up waiting a long time for their process maps to paint on the screen um and if you think about it of course it's going to take a while if you're querying a table with over with millions of of values in it and then trying to paint those millions of values on a on a screen so just be very conscious when you choose your breakdowns and know that you can apply filtering if you're trying to bring in a breakdown it's got lots of elements uh one thing to be aware of is that you have the ability to configure multiple tables in a single map if there's a parent child or reference relationship between the tables um and this allows you to get endtoend visibility into a process so for example think of a requested item and it's Associated tasks or an HR onboarding life cycle event and all the sub requests and tasks that could be linked to it this is definitely a bit more of an advanced topic that we're not going to dive into today but I wanted to make sure that you knew it can be done and there's a whole process mining Academy session dedicated to this topic and again that session is is available on the community site um the recording of that sessions available on the community site for you if you wanted to dive deeper into multi-dimensional process Maps finding definitions allow us to set up specific criteria that we want to look for in the data that we're minding to identify inefficiencies those non-conforming activities and Improvement opportunities and there there's two flavors of finding definitions um rule based and automated the rule-based are just what they sound like you configure specific scenarios so for example we might want to configure a finding definition to look for incidents that go directly um to a resolved en closed State and and they never move into an open or in progress State these are the feeding ground for potential self-service opportunities or maybe we want to configure a finding definition to look at uh for cases that take longer than two days to Route like move into an assigned or work in progress state and then less than two hours to resolve once they've been assigned um again those are both scenarios that are great starting points for looking for automation opportunities and Time Savings in the organization maybe we want to configure a finding definition to look for work that touches group a then goes to Group B and then for some reason comes back to group a in less than 24 hours like does it really need to go to Group B at all in that scenario the idea is that you can use these finding definitions to test hypotheses and gather important data about the impact of certain scenarios and this data is going to help you prioritize where you can act right there's going to be no shortage of opportunities to improve having the data you need to choose which ones to act on First and prioritize is super important then the other flavor of finding definition is something we call an automated finding uh where we're looking for specific patterns uh process patterns like rework or tickets that are bouncing between the same teams um we also provide all both these automated and rule-based ones in a preconfigured fashion as as part of workflow specific content packs we offer via the store to help you get started um so that really important piece like we'll talk about this but make sure that you have the content packed for the given workflow that you're trying to mine installed it's just going to give you a nice jump start to your process your process mining Journey now to adjust or configure these you're going to use find them in what we call Process configuration records for each table um and once you import them and then then once you have them in that process configuration record we allow you to import um these finding definitions to individual projects there are of course other options to configure but those are the primary ones that you'll need to know to get started um and we'll look at these live in a demonstration in just a couple minutes now when we talk through it in slides it just seems like a lot but when we get into the instance it's going to be minutes like we're going to be amazed at how quickly we can get this up and running and once we configure and mine you're going to be brought to the process mining workspace to review and dig into the results there'll be two or three tabs in the workspace for each project depending on how we configure things the first is going to be a summary and insights page which is going to give us high level information about the data we mind volume of Records velocity it took for those records to get through the process and the number of different routes that the work took to get the closure it's also going to surface all those improvements opportunities that are based on the finding definitions that we've configured for that table and that project the findings are going to be grouped in categorized to help you organize your thoughts and and kind of choose which ones to dig into first um and you're going to be able to use those as a starting point for any sort of analysis you want to do the other thing to be aware of is that the summary and insights page has a preconfigured dashboard that comes with the content pack for that process or that table and it contains some out of the box performance analytics kpis and a little performance analytics dashboard now if you aren't using performance analytics or you're using your own kpis the dashboard is going to come up and tell you that like hey I don't have any data for this so it's going to look like it's broken but it's really not you just haven't collected uh data in your environment for the kpis that we chose to surface out of the box so it's all configurable you can adjust you can add your own dashboard you can adjust the kpis on there on screen I just wanted to call it out because I've had a few customer conversations where they say hey it looks like it's broken not broken we're just looking at something that you're potentially not using out of the box um and in Washington what we've added is an autogenerated dashboard uh based on specifically on the data that you've mined so you don't get that screen where it doesn't look like there's any data that's been um in the powering the kpis for you the second tab is the visualized process map and this is where you'll spend spend most of your time using the breakdowns and other capabilities like bottleneck root cause and variation analysis to have a conversation with your process data right ask a question of it get an answer follow up with another question based on the what the data is telling you digging into the the different capabilities on the workbench that's where we're going to be spending the bulk of our actually the entire next session in this series this jump start series um like I said earlier if you can't wait there are a number of different process mining Academy sessions out there on the community that cover these different topics like the histogram and how to use the histogram or how to filter the map using breakdowns or the variation analysis the third tab that you'll see in the process mining workspace after you mine a project is an optional one it's something called automation Discovery um and this is a solution that uses a library of 180 common IT issues and automation opportunities and what we do is we map those records that we're mining as part of a project via machine learning techniques to that taxonomy of uh IT issues and automation opportunities and then the dashboard is going to show you where your biggest potential impact based on acting on the recommended automation opportunities is um we provide a taxonomy for that those IT issues and then there's also a taxonomy for HR cases as well so depending on which type of data you're going after whether it be it or HR you would apply a different taxonomy and again that's set up in that configuration record will look at in a second uh if there isn't a pre-built taxonomy for the table that you're Mining and you choose to add automation Discovery to your project we're simply going to use the platforms machine learning clustering technique underneath the covers to group the records that you're Mining and you'll have the like I said you'll have the option to turn this on and off per table or per project now the option to turn automation discovery on and off or configure What fields are used for things like root cause analysis and clustering as well as those process level finding definitions for each table they live in something called a process configuration record as I've mentioned a few times already this process configuration record comes as part of the content pack for each workflow this is really the only other record you need to know about beyond your project that you're configuring um so before you start any process mining Journey or project configuration you should just validate the pro that the process configuration record exists for the table that you're mining we'll go look at that as soon as we get into the instance here all right well let's jump into the instance and take a look at that process configuration record and where it lives and then we'll create a couple of projects so I'm going to come over here to my instance and what I'm going to do now is you'll notice we're we're on the process mining workspace how you get here is you go up to workspaces say process mining workspace and there you go but you'll also have access to process mining in your leftand navigation here and one of the modules underneath process mining is something called a process configurations and if I click on this this is going to get me to my list of process configuration records for the individual tables that I've chosen to mine so far on this instance and like I said um we give you these as part of or base ones as part of the content packs available on the service now store so there's a process mining for itsm Content pack process mining for CSM content back uh you need to just apply or install the appropriate one for your entitlement I'm just going to open up this incident one here and walk you through it real quick so inside of this process configuration record you'll notice that I've got a dashboard aligned to this that's that out of thebox dashboard that we're going to include in any project that is run against or configured against the incident table you have the ability to override this at the project level which we'll do in a second you've got a configuration for automated root cause analysis uh this is one of the analytic techniques that built into the workbench itself and what you do here is you choose the fields you want to clude in that root cause analysis um for the incident table again here is where you would enable automation Discovery if you want to include that as part of analysis against the incident table and here's where you would choose the associated taxonomy and field that you would use within the machine learning models and then you've got your linkage to the cluster analysis um solution definition that you want to apply when people run clustering from with than an incident based project so just some initial configurations that you can set up and then you also have your library of finding definitions right so things like hey go find me multihop issues incidents that are going through two or more reassignments go call out all the tickets that are going into the on hold State more than two times within their life cycle so these are some of the rule-based ones that we provide of course you can configure these and create your own that's why you see this new button here and then we've got some automated findings so so things like rework pingpong extra step detection uh those are available here so this one record the process configuration record is something that you're going to want to have for every table that you're going to mine as I mentioned probably seven times already we give you some of these configurations out of the box in those content packs and then if you happen to be mining a table that's you know for a custom application that you've built you're going to go want to come in here and add a configuration record for that table as well Perfect all right that's the configuration record let's go back over to that process mining workspace and we'll create our first project we're going to create two projects today one that does some state-based analysis and another that's going to do some analysis of how work is moving through different teams so we'll hit create new project we're going to give this project a name we'll call it uh jump start state analysis and what we'll do here is we're going to add one of those dashboards any platform analytics dashboard that you've created and has been made available um to the process mining workspace or yeah to the process mining workspace is going to be available in this list we'll just let my list paint here for a second it usually takes a couple of seconds I've got a lot of dashboards on this instance come on dashboard list maybe I'll click it again there we go and I'm going to come down here and I'm going to find my incident process mining dashboard add that to the project and we'll hit save now the first step here is we need to choose the table that we want to mine you'll notice that this is a related list because we can have those multi-dimensional maps in which we're including multiple tables and using the parent child relationships to visualize them together on the same map in this example here since it's our first time we're just going to add single table we're going to call look go out and look for our incident table um any table that has auditing turned on is going to be available to you in this list so if you're looking for table you don't see it in this list it's likely that auditing is not turned on for that table and you need to go turn that on and then what you start to do is you start to scope the data for your analysis and this is just like building a report right so typically what we advise customers to do is to mine only closed work um and the best way to get to closed work is set the active flag to false um could you mind open work work that's still in Flight of course you could but that's going to mess with all your duration values and you're going to be comparing apples to oranges we're trying to do is find process Improvement opportunities it's best to find those uh analyzing work that has completed the process and then from here you can start doing additional things you can say hey I only want to work look at work that is closed or has been closed let's say on the last quarter and maybe I only care about work that has come in Via a certain Channel or a certain category or whatever it may maybe I only care about work that's coming in via the virtual agent I want to do that type of analysis right so the idea here is that you can start scoping the work you want to mine or the record you want to mine just based on the questions that you're trying to ask ask an answer now people often ask well Dan how much data should I mine um really you could mine as much data as you want but the reality is you know you could mine seven years of data if you wanted but you would hope that your process has changed in the last seven years and we're trying to improve things as they're working today so usually a month or a quarter's worth of data is a good set of data to give you a relative sense of what's going on and where the opportunities might be um you can just and there's no floor either so you can you can mind just one record right I often recommend to customers like hey if you're rolling out a new process you might want to apply process mining to it in the first week or two to start seeing where things are going off the rails early on so you can make those adjustments early in the cycle for my uh from My Demo instance here I don't have a ton of data so I'm just going to use the active as false flag and we've got our 40,000 the next piece here that we're going to do is we're going to add our activity definition right remember this is the thing on the record that's changing over time that we want to start looking for bottlenecks and inefficient transitions in the process uh so what we can do here is I'm going to go choose my State field as my first example so we'll be looking at how work is moving through the different states of a process there's a number of different options on the screen for you to choose from based on your use case uh for example this option here allows me to choose specific activity values so maybe there's a I only care about looking at the new on hold and resolved state of the process I can choose those specific State values and and only include those in the map maybe there's situations where you want to see if something's changing but you don't need the detailed values uh so for example maybe you want to see when a change was attached um to an incident where they were linked together but you don't want to see you don't need to see the individual change records themselves each individual one you just need to know when a change was potentially attached you would use this group activities options to just put one single node on the map uh to represent all the different changes and when they were attached to an incident activity of Interest allows us to use values inside of finding definitions or those rule-based findings but not necessarily Place those that information on the map or the activity on the map and then this include empty start node uh this is good for situations in which you're trying to analyze work in which a piece or dat piece of data or value is not on the record to begin with for example I just had a customer a couple weeks ago where we identified a whole bunch of work that was coming in an integration in which the news State wasn't being set automatically um and they were losing a ton of time because their dashboards were only showing them work that needed to be picked up if it was in the new state so we identified about 400 tickets that in which that was happening they were losing about three years worth of time just waiting for that state to be set um and there are pretty important pieces of work that needed to get done all right so we've configured our activity of state and we're going to hit submit here the next thing that we need to do is at our breakdowns so we'll just come over here to our breakdowns and remember you can have up to 10 of these and these are things going to allow us to slice and dice the map so we can add a breakdown of let's say category um and then maybe we'll come in here and we'll add a breakdown of assignment group and now you'll notice that assignment group is going to be a reference field you'll also notice that I'm getting this tree based view here you can dot walk up to three levels from a breakdown perspective if you want to get to a different value you also if you have some custom Fields they're just automatically going to show up in this list so we add assignment group you'll notice when I add assignment group I get this add filter condition because there's a reference field and this is where I was mentioning you can start filtering and focusing the values that you want to include uh for larger things like uh CI potentially and we'll hit submit now that we've got our activities and breakdown set up we can click this related link to go to Project definition and then the last thing that we're going to do here is we're going to import process proc finding template so if we click that import button what you're going to see is it's going to go pull from that process configuration record for the incident table all of these different rule-based finding definitions as well as the automated ones that we're seeing here and you'll notice I also have this ability to add new ones or adjust these um right within the project itself to override what I imported um if you wanted to do that so that's how you get those finding definitions in and now we're ready to mine our data so we'll click on generate model sample it's always good to start with the sample mine to make sure that you've got things configured right what this allows you to do is mine up to 3600 3600 not thousand records based on the criteria that you've put in so in our case we just put in an active as false what happens here goes out uses that criteria to harvest the relevant data from the audit logs then takes that data passes it off to the machine learning infrastructure inside of your data center to do all of the heavyduty number crunching this is done to minimize any sort of performance impact on your core instance once that heavy duty number crunching is done it's going to spit the finished model back into your instance clean up everything on that machine learning side and then we'll be able to start analyzing our data um this usually takes anywhere from a you know a couple of seconds to a couple of minutes depending on the size of the data that you're trying to mine and your place in line uh with the the machine learning infrastructure um but that's it like what we just did there that's the core that you need to know to get started and and start visualizing your processes I mean that's that's the power right the speed in which we do this what you saw us just do here would take a traditional process mining Tool uh weeks to get to this place uh just because of the kind of the need to connect to the external data sources figure out what data to pull format that data and feed it into the solution it's it's about 80% of a typical process mining project and now that we've done this we can open the analyst workbench and you'll see our first summary and insights page here we'll have our dashboard based on the one that we selected we'll have our Improvement opportunities and the categorization of these based on some of the stuff that we configured in the finding definition itself and then we've got our Improvement opportunities so for example of those 3600 records you know what uh 51% of them were open and the resolve by the same person that doesn't seem like something that should be happening and right from here we could view just those 1800 in the in the visualized process map for the workbench or maybe let's look at this um rework example where 113 of these 3600 they went into the state of awaiting call or info at some point and then it came back to the awaiting the state of awaiting call or info so we've got those and then I can jump over to my workbench and we've got our visualized process map what you'll see on the map itself these states the new the assign the in progress that's the activity that we configured and what you're looking at is the volume and the velocity of the work moving between those two states or those states on the map and we can start digging into these things like that cluster analysis and the root cause that you saw in the configuration record this is where those settings would apply and then on the Le hand side of the screen you've got your breakdowns for this project we just did category and assignment group and what that's going to show you is both the volume and the velocity um of the work that's aligned to those specific breakdowns and of course from here you can start sorting this by the most records the longest durations you can start filtering these if you want to filter these breakdowns we'll do that in the next example in the second so that's it we created our first project and state is usually the one that we start with in most situations but now let's create one more the next most common example um that people do is they create projects to look at how things are moving between assignment groups um looking for Ping ponging situations bottlenecks can we get things to the right group the first time when save some time from an organizational perspective so we'll call this one jump start assignment group and we'll add our dashboard again and we'll hit save and the configuration is going to be largely the same so I'm going to move a little quick for this this time we're going to choose our table which will be our incident table again now there's a little bit of uniqueness uh here in when we start configuring the activities that I want you to see so we'll say incident we'll go get our incident table we'll set our conditions of active as false and as I mentioned earlier we don't need to do much more because of the data I have in this instance and now we're going to set up our activity definition so this time the primary activity definition is going to be our assignment group because we want to look at how tickets are moving from group to group so we come here and we'll choose assignment group and we'll hit submit the next thing that we need to do and this is unique uh to projects in which we're not using State the way that those dur the duration values get calculated um for the workbench and for the finding definitions is it's using the timestamps based on the activities that we're pulling from the the audit log um and if you think about uh the state activity if we're using State we're going to have a state more often than not set on creation of a ticket so we'll have a time stamp of the very beginning of a TI tickets life cycle and we're going to have a state change to closed at the very end of that life cycle so we'll have a time stamp at the very end so we can use you know with State we very we have very good timestamp start and end that we can use for our duration calculations but if you think about this situation of assignment group um if we're using assignment group as our breakdown or sorry our activity assignment group could get set at the very beginning of the ticket and then never change so we don't have that Associated time stamp to represent the very end of a ticket's life cycle to help us calculate the duration one way to enforce and make sure that we have a time stamp at the very beginning and very end is to use the active State uh the active field sorry as an activity this ensures that it's going to move to true when a ticket gets created and then it's going to move to false when a ticket goes to end and gets to the very end so we can add that it's very clean it's good to add that for uh projects in which you're using assignment group as your activity and not using state or don't have state included it's also good if you're building a project to look at how priorities are changing or things are getting recategorized again um active is a good activity definition to add just to ensure you're getting proper duration values and then we can add some breakdowns here so we'll just add a couple we'll add one of category and then I always like to add for an assignment group project I think it's helpful to have a reassignment count breakdown so you can start filtering and looking at the things that are going through multiple teams or being reassigned multiple times so let's come in here we'll add reassignment count hit submit same as before we'll go to our project definition we'll import our process finding templates and then we'll hit our generate model sample again this will do exactly what it did the last time it's going to go out it's going to harvest the relevant audit log data pass it off to the machine learning infrastructure do all the work it needs to do there spit the Finish model back into the instance and then we'll have our new project as this goes one of the things that I want to call out because this was something that took me a little while to grasp is when you start creating your finding definitions uh those rule-based and automated findings those are only going to apply to a project if you include the relevant activities for those finding definitions in the project so if you have a finding definition that requires a state value like hey I'm looking for tickets that are taking longer than 12 hours to move from work in progress to resolved well that's only going to trigger and fire in a project that includes State as an activity if you have a state if you have a project that has assignment group and no State as an activity that finding definition is never going to trigger uh same is true if you have some finding definitions for assignment group if you don't have assignment group as your as an activity in the project it's not going to trigger or show up so just be mindful that if you're not seeing a finding definition uh that you may not have included the necessary activities for the rules that you've configured there all right this one's finished we'll open it up and you'll notice that it's going to look a little bit different and what I'll call out here is if we scroll down and we start to look at our finding definitions for this one you'll notice that there's significantly less right I only have one in this case a multihop isso because these this one is the only one that triggered because it's using an assignment group that's here then if I go over the analyst workbench you'll notice the map's going to look a little bit different I'm going to have my different assignment groups instead of States so now I'm looking at how the work the volume and the velocity of work is moving from group to group inside of this I've got got my two breakdowns that we added of category and then reassignment count as I mentioned reassignment count is an interesting one because I can start filtering on these and saying show me only the tickets that touched more than three teams inside of here or certain that you sign more than three times or I can also start using my variation analysis to start looking at the different routes that things are taking and I can start looking for those multihop scenarios and focusing in on just those by clicking on this and hitting apply um how to do the analysis how to start digging in and using all these different features like breakdowns variation analysis bottleneck analysis and the compare feature or transition filters uh I'm going to cover this in the next jump start session also as I mentioned more than once here today these are going to be these are available already um there's sessions recorded sessions for these topics available on as part of the process mining Academy that's out there so we did it congratulations you've now witnessed and learned how to create your first two projects um from a process mining perspective and we did all of that in less than 40 minutes and a lot of that was me just walking through some slides uh so before we get to the questions I just want a couple a couple cover a couple of other things um usually we get asked hey which workflows can we apply this awesome process mining capability to well just know that it's available for itsm related workflows customer customer service or industry related industry workflows HR case and life cycle events field service management strategic portfolio management or itbm for our old schoolers uh if you've built custom applications with Creator workflow or app engine you can apply process mining to those and then as of our Vancouver release we've opened process mining up so you can import external process data um and apply process mining to that as well so lots of different options out there for you if you're interested in a deeper dive in any one of these areas I've mentioned the community site a number of times there's tons of resources out there one of them is an article that kind of just brings together um all the recordings we have uh that do overviews for each of those individual areas so if you search up on the community what workflows is process service now process mining available for you'll find this article and that will give you a link to each of the recorded sessions for things like how to do it for external data how to do process mining for Creator workflows so what do you do next well if you haven't already you're going to go out or have somebody in your organization go out and activate the core process mining plugin from the store so that's the core plugin um just so you know in order to install this you should be on a pro level or above um skew which you you should be able to do most of you that are on this call already are there um then in addition to that we've talked many times here today already about those content packs you want to make sure that you install the relevant content pack or the workflows that you're entitled to and trying to mine um and that's going to get you that very important configuration record to jump start you on your journey uh with process mining now in addition to uh everything that we just covered here today know that there is no shortage of opportunity to learn more on your own uh there is a now learning course I called process mining Essentials out there a little bit dated at this point we're in the process of updating that to the most current release but still good information a lot of it is similar to what you see me cover here today uh there's a great now on now white paper out there on the community site um that walks through our service now process mining Journey kind of how we stood up our process mining program here at service now and some of our initial findings and use cases there is a very specific Community form for process mining I check it every single morning to see if there's any questions from customers and that's where we share a ton of enablement content out there so that's it's called a product Hub I think in the community World these days but there is a product hub spe specifically for process mining I've spoken many times about the process mining Academy this is a monthly webinar that we host where we dive into a specific aspect of process mining deeper uh We've held over 20 of these Academy sessions now and all of the recordings are available on the community site we also host something we call or share something we call a use case series um for many of us process mining is a new muscle and learning how to use that workbench to different areas and find Improvement opportunities is something we're we're doing for the first time so what we've started to do is post short little five minute videos on how to do the most common types of analysis like that multihop scenario that we just built the project for here today or looking at things that are taking longer to Route than resolve or how to do SLA breach analysis so there's about nine or 10 five minute recordings for common use cases out there we'll be using some of these use cases in the fourth part of this series um we'll look at them live and how to configure them and then lastly hey if you missed the first session or you know there's others in your organization that you want to see process mining um we have a recorded overview and demo out there on the community site if you search up the why and what of in platform process mining it'll take you to community article in which you can find those two recordings so lots of opportunities to learn more above and beyond this session here today no I'll jump into the Q&A and see if there's any questions if you've got questions and you've not already posted them in Q&A um please uh post them now and I'll I'll get do my best to answer them so first question is there a way to open those tickets from findings in the list view yes um so if you want that one of the beautiful parts to being an in platform solution is that you always have the ability to get down to the detailed records uh if you have the rights to do so acl's apply it's an advantage again to using in platform solution is we respect all your ACL but as you kind of drill into the finding definitions uh once you get to the process map itself so let's say you saw a finding definition of hey there was 1,800 tickets uh that went into the state of a waiting call or info you can drill into the process map for just those 1,800 and then on any node on the map you can click on it and you'll see a run view records option and it will get you those records and that's something that we'll be covering in the next session as well it's just one of those things that you use to analyze the data where can we get the templates are they available with process mining or do you need to install them separately so those templates that come in part of those configuration records those are going to come with the content packs um so on the store itself if you go out and I'll just step back in the slide here oops right so you're going to want to make sure that you have let's say the from the store the itsm process mining content pack installed or if you're trying to use this for field service management you're going to want to make sure you have the process mining content pack for field service management set up or and installed U the best way to check whether you have these content packs installed is to go look uh for the configuration records um for each of the tables that you're thinking of mining those are the things when you install these content packs essentially what it's doing is adding the configuration record for the tables that are aligned to those Solutions so that's the the first step to see if you have the content packs installed is to check those configuration records that we've talked about any other questions out there last chance for Romance