Business processes get complex and fragmented over time as you make customization and create workflows by integrating with other apps/systems. What becomes important is understanding and visibility into business processes and how to keep them optimized. As a process owner or business analysts, you would need an ability to detect undesired process behavior so that you can take corrective action before it starts to impact your key operational KPIs (e.g. customer experience, cost, risk or fraud.)
The good news is that, with Rome release, ServiceNow Process Optimization provides you an easy way to detect undesired behavior and find improvement opportunities using ML clustering and smart rules engine.
Every process that you want to optimize will have a 'Summary and insight dashboard' next to process map workbench (see picture below). This dashboard will help you to quickly understand process performance. You can add your key performance indicators, see process variation, bottleneck analysis, and actionable process improvement insights.
The improvement insight cards make it easy for you decide where to focus on first and which process area might possess a risk or delay to your business service delivery.
Creating a new rule is easy. Go to process optimization -- process configuration - create new
Best practice process optimization content packs:
ServiceNow is providing prebuilt best practice process optimization content packs for ITSM and CSM. These content packs will give provide you a great starting point with preconfigure model and finding rules.
Install content pack from service-now store - ITSM Process Optimization content pack.
For more:
Visit Process Optimization product docs.
