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27.6.1
Yokohama, Xanadu, Washington DC, Vancouver
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
New:
- Process configuration builder:
Configure and view the process configurations efficiently using the new comprehensive process configuration builder. - Content pack importer for process configurations
Import and customize the content pack process configuration templates to activate new features. Content pack process configuration templates are now read-only. - Process Mining evaluation projects for HR and CSM
Ability to try out the sample mining and limited features available for HR and CSM without an entitlement. You can purchase a license for the advanced features. - Enhanced Process Mining Engine
Key updates include:- Defining integer fields as activity definitions.
- Grouping journal fields to identify how quickly an agent reacted to an assigned case.
- Defining the order of simultaneous activities on the graph.
- API for accessing Process Mining data
Create, mine, and access Process Mining data via an API (ProcessMiningIntegrationAPI). - Usability improvements introduced
- View the improvement opportunities on the Summary and Insights page as a card view or list view.
- Rename the scheduled tasks that help to identify and view a specific result.
Changed:
- ACLs update
The ACL rules have been updated for broader visibility on the try-out version while also increasing the security.- No Process Mining role is required to access a shared project and to generate Platform Analytics insights for some tables.
- Breakdowns/activity definitions are blocked for certain users based on the column access.
- Performance improvements
- Introduced lazy loading of improvement opportunities and variants for faster workspace loading.
- Introduced applying a transition filter before mining to reduce scope of data and speed up the mining process.
- Enhanced transition filters
The enhanced transition filters now provide more flexibility and precision in filtering the process map by providing the following:- Ability to use
ORclause on steps to create a more complex and nuanced criteria for process transitions. - Include predicates like "is empty" and "is not empty" allowing for more refined control over the conditions under which transitions occur, ensuring that workflows are both comprehensive and adaptable to a variety of scenarios.
- Ability to select more than one value with a single click that contains a specific text.
- Ability to use
Removed:
- Deprecated "sn_process_optimization_viewer" role to facilitate broader visibility on the try-out version.
Dependencies: None