Problem can absolutely be used with process mining to understand how the velocity and quality of work progresses in an organization and its impact on other important outcomes and use cases such as incident or even changes. When problem records are created, understanding how problem workflows influence an organization’s ability to resolve incidents or manage downstream processes, such as change management, provides a data-driven approach to identifying and implementing targeted improvements. In the below screenshot one can see that problem workflow is impacting
Also, be aware that the use of improvement findings, both rule based and automated can allow an organization to quickly surface key improvement findings that can be based on performance, compliance, quality. Another good use case is to surface where critical steps are skipped and are needed for compliance reasons. There are OOTB finding rules for the Problem use case within the ITSM content pack for process mining that can be found on the ServiceNow store to help you get started.
