Use Case:
Data Management and Data Audit are intricately linked within our business platform. This prompts the inquiry of how to guarantee appropriate alignment via effective processes. Furthermore, it is crucial to determine how to synchronize business processes and enhance the existing process by leveraging the ServiceNow Solution.
Solution:
The measurement of processes relies on the current operation tickets from your platform. Primarily, tickets that are in the 'Closed' state will be utilized to assess the existing process and identify potential areas for improvement. The 'Process Mining' capability addresses your aforementioned use case. This capability facilitates the assessment of your current platform. Please note that this solution incurs a cost.
To activate the solution within the business environment, you must possess an 'ITSM Enterprise' subscription or acquire the 'Process Mining' bundle. It represents a comprehensive 'Configuration As A Solution'. There is no coding required to implement the solution. The complete mining or sampling will be managed through your subscription. Please verify that your subscription includes 'Full Mining' for your module. It is differentiated according to the module - ITSM, CSM, HRSD etc.,
This solution comprises 4 distinct phases.
Phase 1: Establish the objectives of your project, which entails identifying the table you are assessing or the process you are seeking to enhance.
FIGURE - a | Create a Project & Configure in Process Mining.
Phase 2: Define the scope of your analysis - This involves outlining your conditions, such as:
a. The criteria you will use to filter your operational tickets based on the table.
b. The fields you will utilize to evaluate the process and identify areas for improvement.
c. The type of breakdown necessary for interpreting the results and the associated fields.
d. If necessary, implement use cases such as Service Level Agreements (SLA) and Approval processes for your tickets.
FIGURE - b | Define the Table
Set the filter criteria according to business unit, location, department, or configuration items.
FIGURE - c | Define Filter Conditions
Configure the field that you intend to measure in the process, including aspects such as state, assignment group, Reassignment & Reopen Count, Resolution Code, etc. Generally, State and Assignment Groups are predominantly utilized across all scenarios.
FIGURE - d | Configure fields - Monitor the activities
Configure the fields that facilitate the breakdown of results in the final stage. This includes Assignment Group, Location, Department, and so forth.
FIGURE - e | Define the Breakdown Conditions
Phase 3: The identification of improvement opportunities will be conducted using two methods:
a. Rule-based - You have the option to establish a custom rule that does not exist or is not fulfilled by the out-of-the-box templates.
b. Automated - The pre-existing solutions will be utilized from the current library. This can be activated via a plugin and will differ depending on the specific plugin, such as ITSM, CSM, HRSD, etc. Based on plugin installation
FIGURE - f | Configure Rule or Automated Opportunities
The configuration process for the 'rule-based' item will be established using the following 4 -step approach. Each step involves field configuration tailored to your specific requirements. The application and a straightforward example will be emphasized on the page. Use that item as a reference and input the necessary details.
FIGURE - g | Configure 'Custom Rule' Definition
Map the Custom or Out-of-the-Box automated rule within Phase-3 and prepare to initiate the mining process from your project.
Phase 4: Examine the configuration and initiate the mining process from your project. Verify your subscription according to the purchase, as it will enable the execution of the 'Full Mine'. Both the Sample and Full mining processes generate scheduled jobs. These scheduled jobs facilitate obtaining results based on your field configuration and rule mapping within the project.
FIGURE - h | Run Your Mine - Full or Sample
The results are presented according to 'Mining Execution'. Utilize this information to identify areas for improvement and to strategize subsequent actions and timelines for completion.
FIGURE - i | Mining Results
You may access the videos through the following link - Now Experts Time channel. This channel contains a comprehensive recording and explanation of the complete configuration and steps.
Regards,
Suresh.
