Unlock Hidden Process Insights: ServiceNow Process Mining in Yokohama

[Earl Duque]

Unlocking Workflow Efficiency with ServiceNow Process Mining

In today’s fast-paced enterprise environment, understanding and optimizing workflows is critical for efficiency, cost reduction, and customer satisfaction. But traditional dashboards only tell part of the story—they show what’s happening, but not why. This is where ServiceNow Process Mining comes in.

In the latest episode of Creator Toolbox, ServiceNow experts Earl Duque and Dan Grady dive into Process Mining and its latest features in the Yokohama release.

What is Process Mining?

Process Mining acts as an X-ray for workflows, helping businesses visualize their actual processes based on real data. It identifies bottlenecks, rework loops, inefficiencies, and automation gaps that impact service delivery.

Why Use Process Mining?

• Beyond Dashboards: Dashboards answer "what," but Process Mining reveals "why."
• Instant Insights: Identify inefficiencies in minutes rather than weeks or months.
• Continuous Improvement: Processes evolve—so should your analysis. Process Mining isn't a one-time fix, but an ongoing optimization tool.

Live Demo: Creating a Process Mining Project in Minutes

One of the most exciting aspects of Process Mining on ServiceNow is how easy it is to get started. Unlike third-party tools that require extensive setup and data migration, ServiceNow’s native Process Mining solution allows you to:

1. Activate a plugin (already enabled in Xanadu/Yokohama for evaluation).
2. Create a project in the Process Mining workspace.
3. Define activities and breakdowns (e.g., track state changes or assignment group transitions).
4. Mine your data—in as little as six minutes!

 

Real-World Use Cases

Process Mining can be applied to various scenarios, including:
✔️ SLA Breach Analysis – Identify where delays occur.
✔️ Multi-Hop Routing – Find where tickets bounce between teams.
✔️ Rework Loops – Discover work items that repeatedly cycle through statuses.
✔️ Before & After Process Changes – Measure the impact of workflow adjustments.
✔️ Automation Opportunities – Spot repetitive tasks that can be automated.

How to Get Hands-On with Process Mining

🔹 Now Learning Course – Try it with demo data.
🔹 Evaluation Projects – Available out-of-the-box in production for incidents, HR cases, and customer service cases.
🔹 Sub-Production Environments – Mine up to 3,600 records per project.

Final Thoughts

ServiceNow Process Mining is a game changer for organizations looking to gain deeper process insights, optimize workflows, and continuously improve service delivery. Whether you're a developer, process owner, or business leader, this tool can provide real-time visibility into how work gets done—and how to make it better.

🚀 Get started today! Activate your evaluation project in Yokohama or check out the Now Learning course to explore the possibilities.

📌 Watch the full demo on Creator Toolbox! 🎥

Resources

All links mentioned in the episode (Now Learning, Process Mining Academy, use case series, etc.):

• Process Mining Academy - https://www.servicenow.com/community/process-mining-blog/process-mining-academy/ba-p/2339885
• Process Mining Use Case Series - https://www.servicenow.com/community/process-mining-blog/process-mining-use-case-series/ba-p/2459329...
• Guide to getting started with Process Mining - https://www.servicenow.com/community/process-mining-blog/guide-to-getting-started-with-servicenow-pr...
• What's new for Process Mining in the Yokohama release - https://www.servicenow.com/community/process-mining-blog/what-s-new-for-process-mining-in-the-yokoha...

And of course, to see the other topics we are exploring in this Yokohama release season, check out our Yokohama Content Archive