Hit the Ground Running with Process Optimization

[Manjeet Singh]

Get Started with What Is Already Available!

After you have activated the ServiceNow Process Optimization plugin, get a head start with Process Optimization by utilizing the out-of-the-box content packs for ITSM, CSM, and other workflow solutions. These content packs contain best practice-based process analysis definitions, Outcome-based improvement initiatives, and model templates you can use to get started quickly. You can always create your own project version on the same or on a new process.

For every workflow stream, there are a number of content packs.

Install ITSM Process Optimization Content Pack - Pre-defined process optimization models for ITSM Processes. This helps defines what data should be mined and the key points you should analyze, for example, state transitions, assignment groups, or priority.

Install CSM Process Optimization Content Pack - Pre-defined process optimization models for ITSM Processes. This helps defines what data should be mined and the key points you should analyze, for example, state transitions, assignment groups, or priority.

Install FSO Process Optimization Content Pack - Predefined process optimization models for Financial Service Operation workflows. These provide a great starting point to start your process optimization journey.

Predefined Continual improvement initiatives - for common areas of need: reducing mean time to resolve, increasing first call response rate, and improving customer satisfaction.

Get new updates to the process optimization content pack via the ServiceNow store

Every workflow product stream will make the new or updated content packs available via store release. This will allow you to get incremental value by updating to a new content pack as they become available.

Visit the ServiceNow Store website to view all the available versions and for information about submitting requests to the store.