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Welcome to ServiceNow® Are you ready to start your in-platform process mining journey? This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization. Let’s get started! |
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Guide Overview Here’s an overview of the topics we will cover in the guide:
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Start by familiarizing yourself with Process Optimization comes with many features that can help you maximize process performance by uncovering hidden inefficiencies with visual maps that leverage automation and machine learning. You can get an high-level overview of these features in the Process Optimization product page and data sheet. The box on the right will also tell you how you can benefit from using Process Optimization in your organization. If you’re wondering how to get Process Optimization, it is available in the following ServiceNow products: IT Service Management: Transforms the impact, speed, and delivery of IT services. (product page) (product documentation)
Customer Service Management: Connects customer service with other teams to resolve issues quickly. (product page) (product documentation)
HR Service Delivery: Improve productivity – streamline employee services with intelligent workflows. (product page) (product documentation)
This Process Optimization Essentials on-demand courses provides an overview of Process Optimization, including how to implement and use it to monitor and track the performance of a business process and associated metrics and KPIs. Another good resource that will take you through the steps of Getting Started with Process Optimization is this Academy Session that walks through the plugins, building blocks and the steps necessary to configure your first project. If you are new to ServiceNow, we also strongly recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into using the Now Platform, a longer ServiceNow Fundamentals course is also available. |
Benefits of Process Optimization:
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Identify your desired business outcomes Before you start to roll out Process Optimization, it’s critical to have a clear vision of what you want to accomplish. Process Optimization allows you to deliver many positive business outcomes, and you can achieve all of this over time. However, by deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and target which processes you want to start with from a mining perspective to realize these goals. Improve Service Delivery KPIs: Our in-platform process mining solution helps you increase process efficiency and drive service excellence, ultimately helping you continually move the needle on your critical service delivery KPIs. This article walks through the Continual Improvement Lifecycle and the role Process Optimization plays. Identify and Remove Inefficiencies: Process Optimization reveals that a process is not meeting its objective in an optimal way, right there we’ve identified an inefficiency. If the inefficiency isn’t rapidly addressed, the result will likely be wasted time, wasted movement, wasted inventory, unnecessary steps and re-works, duplication of efforts, and most importantly, needless employee and customer dissatisfaction and frustration. Having an understanding of common process inefficiencies helps when you are first starting out using a process mining solution. To get you going we’ve created this book of inefficiencies.
This Now on Now white paper on how we are using our own in-platform process mining to become an intelligent enterprise will be helpful as you get started on your journey. Or watch this short video with a demo to learn more. |
Pro Tip Process Optimization is a team sport. Make sure you involve all relevant stakeholders in the conversation. |
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Chart a path to implementation Work with ServiceNow experts If you have chosen to work with a ServiceNow partner or ServiceNow Expert Services for your implementation, it’s important to clearly communicate the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point. To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. We also recommend you use Now Create if you are self-implementing, as it provides a wealth of assets designed to guide you to success. If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services. We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering. For those of you who have purchased ServiceNow Impact services you will have ServiceNow experts and resources at your fingertips to help you through your implementation of Process Optimization and achieving your goals. If you do not have a ServiceNow Impact package, consider how having dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment. Read more here. |
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Self-implementation Build your team’s skills If you are planning to self-implement, you need to give your platform team the skills they need to succeed. The best way of doing this is to become a certified ServiceNow professional. We offer several certification paths for different roles on your team. Check out the links below:
Make your implementation smooth and easy For a comprehensive implementation process framework that is proven to scale to the largest, most complex global deployments, check out our Success Packs on Now Create. Success Packs tailor our core Now Create methodology consisting of more than 700 leading practices to deliver business outcomes aligned with specific product sets. Here’s the Success Pack for Process Optimization:
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Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources.
Pro Tip Stick to out-of-the-box ServiceNow functionality wherever possible. The Process Optimization Deployment Guide provides detailed descriptions of “as designed” ServiceNow functionality for key Process Optimization capabilities. |
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Prepare for organizational change To successfully deploy Process Optimization, you need your business to understand and use Process Optimization and recognize its benefits. To do this, you need to communicate to your process owners and other stakeholders the value the solution offers as well as the types of questions it process mining helps answer. The materials below are a great starting point for training the relevant stakeholders in your organization:
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Bookmark these resources! ServiceNow Customer Success Center -- The CSC is a one-stop shop that gives you instant access to proven methodologies, leading practices, and expert insights and advice. NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience. Read more here on how to use support. |
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