How to use the Process Mining Evaluation Project in your instance

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As of the Xanadu release of ServiceNow, Process Mining Evaluation Projects will be installed and configured on every customer instance.   In Xanadu an incident focused project was made available and in Yokohama additional projects for customer service and HR cases were made available.  You'll be able to mine up to 3600 records that were resolved or closed in the last 7 days and start to explore your own process data in the Process Mining Analyst Workbench.

These focused projects are designed to give you a feel for the power and value of the solution if you were to fully unleash it in your organization across all workflows and processes.

Recognizing that Process Mining will likely be new for many of you we wanted to create a series of short "how to" style videos to guide you through doing some very common types of analysis like multi-hop, idle time, and using Process Mining to find opportunities for AI agents.

We are just getting started so bookmark this page, we'll be adding additional videos for each of the available projects.

*You will want to use these Evaluation Projects in your production instance.  The necessary audit log data likely does not exist in your lower environments.

*For Yokohama instances, you must be on Patch 2 for the the evaluation projects to be available to analyze.

 

Overviews

What are the Process Mining Evaluation Projects

In this session we provide an overview of the Process Mining Evaluation Projects that are available in your instances.

Incident Project

How to identify jobs for your AI agents	In this session we'll be looking how to use Process Mining to identify potential AI agent or automation opportunities.
How to identify multi-hop situations	In this session we'll be looking at how to use Process Mining to understand your multi-hop situations and the impact they have on resolution times.
How to identify idle time issues	In this session we'll be looking how to use Process Mining to highlight situations where there is significant idle time before work begins.

 

HR Case Project

How to uncover AI Agent use cases for HR Cases.	In this recording, we will showcase an example of how use cases for AI agents can easily be found using the HR Case Process Mining evaluation project. Using AI agents and automation can help resolve the easy and repetitive issues, the hard part can be how to find where to apply them.
How to use the HR Case Process Mining Evaluation Project for idle time analysis	In this recording, we will showcase how the HR Case Process Mining evaluation project efficiently identifies idle time. This powerful capability enables organizations to analyze the impact and uncover evidence of root causes behind delays, revealing opportunities for process improvements that drive faster resolutions.
How to use the HR Case Process Mining Evaluation Project for multi-hop analysis	In this recording, we’ll demonstrate how the HR Case Process Mining evaluation project helps identify and address the impact of case reassignments across HR teams.

Customer Service Case Project

How to uncover AI agent use cases for Customer Case management.	In this recording, we will showcase an example of how use cases for AI agents can easily be found using the Customer Case Process Mining evaluation project.
How to  identify idle time using  Evaluation Project for Customer Case  management	In this recording, we will demonstrate how the Customer Case Process Mining evaluation project effortlessly identifies idle time.
How to identify multi-hop situations for  Customer Case management use cases	In this recording, we will leverage the Customer Case Process Mining evaluation project to identify and highlight the impact of case reassignments across support teams.

Here is some additional Process Mining content that you might want to check out next:

• Guide to getting started with Process Mining
• What workflows (ITSM, CSM, HR, etc) is Process Mining available for?
• How to create your first Process Mining project (Washington DC experience)
• Planning your ServiceNow Process Mining program
• How to use Process Mining to identify process improvement opportunities
• Process Mining FAQ
• Process Mining Academy
• Am I ready for Process Mining?
• Benefits of running Process Mining in a production environment
• Why behind the KPI:  How Process Mining complements Performance Analytics
• Process Mining for external process data
• Automated Findings