Today, optimizing processes is a time-consuming, expensive process, and delivers inconsistent results. Leaders are struggling to optimize the processes involved in service delivery. They need a new level of transparency to identify opportunities for improvement, or areas ripe for smart automation. ServiceNow's in-platform process mining capability enable fast, cost-effective, data-driven improvements for all processes on the Now Platform.
- Discover how your process flows automatically from your audit data.
- Monitor and discover inefficiencies in your processes quickly.
- Automated process discovery on any table.
- Compare processes to investigate performance differences or deviations.
- Multi-dimensional processes for a more comprehensive view of process dependencies.
- Analyze processes using ML-based clustering.
- Quickly analyze the processes behind performance indicators and record lists.
- Use ML-based automated root cause analysis to understand the influencers behind process inefficiencies.
- View the activity transitions you've defined with the bottleneck analysis feature.
- A guided project definition, improvement opportunity definition and process configuration setup using builders
- - Opportunity details page
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This page provides detailed improvement opportunity context and surfaces key drivers behind process patterns that accelerate decision-making and prioritization of process changes.
- - Idle time analysis
- Analyze where cases are waiting to be assigned to agents by tracking and analyzing the time during which the case is assigned to a team but not yet to an agent. Idle time analysis helps identify inefficiencies, such as delays in task assignment or workflow bottlenecks, and helps improve coordination and reduce waiting time within processes. Idle time analysis must be configured in the process configuration.
- - Touchpoint analysis
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Identify where and how human involvement occurs in a process by using touchpoint analysis. Analyzing the fields that involve human involvement helps you improve your processes, enhancing performance and reducing operational costs. Touchpoint analysis enables you to analyze the workload of transitions and cases. Touchpoint analysis must be configured in the process configuration.
- - Enhanced data security
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Mark a project as restricted to help protect sensitive data and avoid security breaches. Restricted project data is available only to the owner and the users with whom the project is shared.
- - Share a Process Mining project
- Share projects through a link that remains unchanged even when the project is updated and remined.
- - Creation of automation requests and CIMs simplified
- When creating an automation or Continual Improvement Management (CIM) request from Process Mining, mandatory fields are pre-populated, reducing friction and accelerating time-to-action.
- - Process Mining integrated with ServiceNow playbook
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Process Mining has been integrated with ServiceNow playbook. After analyzing and identifying a process for improvement, export the process to playbook and add subflows or triggers to analyze and refine the flow.
Use the Playbooks icon on the Process Mining Analyst Workbench to export up to 5 routes of a project to ServiceNow playbook. This feature is enabled by Now Assist.
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