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With so many ServiceNow customers now getting some level of entitlement to Process Mining via the AI-led packaging we wanted to consolidate a set of content to help you quickly activate and take advantage of this new super power you now have access to. Process Mining on the ServiceNow AI Platform is not something you "Implement", it is a "turn on and use" solution as you'll quickly see and experience if you follow the short Activation Guide.
The gap between how you designed a workflow and how it actually executes in the real world is where all the opportunity hides. That's where your bottlenecks live. That's where your AI agents are going to stumble if you don't understand the current reality. And that's exactly what Process Mining exposes.
This 10-step guide walks you from your first look and Process Mining, to creating your first project in minutes, to uncovering your first improvement opportunity, to building a sustainable program. By the end, you'll understand why operationalizing Process Mining is critical to your organizations long term success.
Let's go.
Process Mining Activation Guide
Watch the 2-Minute Explainer
Start here. Get a quick intro to what Process Mining actually does and why it matters to your workflows. Two minutes, no fluff.
Watch a More Complete Overview and Demo
Now zoom out. See Process Mining in action and understand how Process Mining fits into the bigger picture of how you make sense of your workflows and improve them.
Set Up Process Configuration Records
This is optional, but here's why it matters: Process Configuration records let you set some defaults for each process to enhance the experience and activate some key investigative capabilities within the Process Mining Workspace.,An admin or Process Mining Admin handles this setup. Don't let this become a roadblock before moving to the next step, but it's worth doing towards the beginning of your Process Mining journey.
Create Your First Process Mining Project
This is where it gets real. You'll need a Process Mining Analyst, Process Mining Power User, or Process Mining Admin role to do this. Once you have it, you can spin up your first project and start mining a workflow in minutes. You'll see opportunities to improve your processes almost immediately. That's the whole point.
Use Case 1: Identifying Automation Opportunities and Tools for Your AI Agents
Now that you've created your first project, where do you start. Well, using Process Mining to identify automation opportunities or potential tools for your AI agents is where many like to begin. This video walks through how to do that analysis.
Step through how to find automation opportunities and tools for AI agents
Use Case 2: Identifying Multihop Issues and Routing Inefficiencies
Work that bounces back and forth between teams is a silent killer of performance. It's also one of the easiest things to spot once you can see the data. Process Mining shows you where work is ping-ponging between groups and why, so you can redesign the handoff and keep tickets moving.
Explore Other Use Cases
You've seen two. There are dozens more. Get inspired by the full library of different ways to analyze your workflows and uncover improvement opportunities. Whatever workflow you're running (IT Service Desk, Customer Service, HR, Finance), there's a use case here you can learn from and adapt.
Register for the Process Mining Academy
This is ongoing learning with product experts. Every month there's a live session with deep dives into new features, best practices, real customer scenarios, and Q&A. One-time registration gets you access to all of them, past and future. Think of it as your standing invitation to keep leveling up.
Get Your Process Mining Certification
Want to prove you know what you're doing? ServiceNow University has the courses and exams. Complete them and you're certified. It signals to your organization that you've actually learned the tool, not just watched a video and claimed expertise.
Learn the Building Blocks of a Successful Process Mining Program
Here's the next step; turning your first insight into a sustainable program. Getting started is easy. What do you need to do to make sure Process Mining sticks and scales. This session walks you through the framework, including governance, team structure, process, tools, and how to keep the momentum going.
You've got the roadmap. The workflows are running right now in your instance, generating data every second. Process Mining turns that data into visibility, the kind that tells you why things are slow, where quality is slipping, and where AI agents are going to stumble before they scale.
The customers who activate fastest don't overthink it. They mine one workflow. They find three bottlenecks. They fix one. They see the value. Then they ask: What else can we see?
That's the question that leads everywhere from here.
Additional Content
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