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| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Process Mining?
Process Mining on the Now Platform creates business process flows from the data in audit trails. This allows quick, in-depth analysis of business processes. Armed with complete visibility into process flows, you gain the ability to instantly monitor and analyze performance, check conformance, and continually optimize and improve.
Entry point to the official product information pages
Entry point to the official product documentation
Summarized overview in one PDF file.
Provides a high-level view of the product and the processes implemented by that product.
This success pack supports the growth of your teams and processes by using Process Optimization to identify process improvement opportunities and potential bottlenecks.
Trainings & Courses
This course provides an overview of Process Mining, including how to implement and use it to monitor and track the performance of a business process and associated metrics and KPIs. Learn how to use the Process Mining workspace to view an interactive visual representation of a process workflow and path variants, identify bottlenecks, and create continual improvement initiatives.
Process Mining for External Data Bootcamp
This course explores the fundamentals of Process Mining and ServiceNow's Process Mining for External Data
Articles & Blog Posts
2021-03-09 by @Manjeet Singh
Process Optimization on the Now Platform creates business process flows from the data in audit trails for quick, in-depth analysis of business processes. Armed with complete visibility into process flows, customers gain the ability to instantly monitor and analyze performance, check conformance, and continually optimize and improve.
2021-03-09 by @Manjeet Singh
Hit the Ground Running with Process Optimization
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.
2021-03-09 by @Manjeet Singh
Process Optimization Use Cases
The purpose of this article is to provide you a list of use cases where Process Optimization should be applied to drive business value. This article will be updated from time to time as we discover new use cases
2021-03-09 by @Manjeet Singh
Process Optimization Best Practices
2021-12-20, by @Jeroen van Gass
When it comes to visibility into process performance, several ServiceNow applications such as Performance Analytics, Process Optimization, Reporting, and Benchmarking play a key role. However, in some cases, organizations are unsure what to expect from these applications, if they overlap or complement each other, and how to deploy them. The best way to help understand the added value of these applications in supporting service excellence is to look at it from a continual improvement viewpoint.
2022-05-20 by @dangrady510
"Know Better" with In-Platform Process Mining
Many times in my life I've been told, "Dan, you know better than that". Probably too many times and too recently. But then I'd ask myself, "Did I actually know better?". Sometimes the answer was yes (I probably knew that I shouldn't have been riding that horse statue in the hotel lobby.). Other times it was just another one of those precious learning experiences our lives are full of, that we take in and use to do better in the future.
2022-05-31 by @dangrady510
Process Mining: Wingman for those who have a "Need for Speed"
As a kid who grew up in the 80s, the release of "Top Gun: Maverick" has me feeling a bit nostalgic. All the previews, the press tour interviews, and clips, transport me back - and I've found myself starting to quote the original movie in day to day conversations at home (which is driving my family crazy) and at work (which everyone seems to be okay with for some reason).
2022-06-06 by @Manjeet Singh
2022-06-17 by @dangrady510
In-Platform Process Mining - Common Use Cases and Findings
Take a look at that list of questions the solution will help you answer below – where are we spending the most time, which teams and groups are slowing us down, what is the root cause behind the delays – these are questions we all have, we can now get the answers in a matter of minutes with in-platform process mining.
2023-01-23 by @dangrady510
How to use Process Optimization for Multi-hop (Ping Pong) Analysis
Process Optimization can be used to help us get a better understanding of how often certain reassignments are happening, which hand-offs are taking longer than others, and where do we have these dreaded “Ping Pong” situations.
2023-01-24 by @dangrady510
How to use Process Optimization to Analyze Reopened Work
Regardless of the reason why the piece of work is reopened this is probably not the optimal experience for the given stakeholder which will impact our satisfaction metrics, and the fact that we didn’t get it right the first time will also have a productivity impact.
2023-01-26 by @dangrady510
How to use Process Optimization for Intake Channel Analysis
Process Optimization can be used to help analyze work coming in view different channels and isolate opportunities to improve intake experiences as well as create new self service offerings which will increase the speed and productivity of the organization.
2023-02-14 by @dangrady510
What's new in Utah for in-platform process mining (Process Optimization)
We’ve made several enhancements in the Utah release in support of that mission, let’s look at them.
2023-03-30 by @dangrady510
How to use Process Optimization to do SLA Breach Analysis
This post and recording shows a technique for focusing on those specific records in the Analyst Workbench
Videos & Podcasts
2022-08-26 by ServiceNow in-platform Process Mining
Discover Common Process Inefficiencies with Finding Definitions
In this installment of the ServiceNow Process Optimization Academy, we focused on how to use Finding Definitions to discover common process inefficiencies and non-conformant process activities.
2022-09-09 by ServiceNow in-platform Process Mining
Planning a process mining program
In this installment of the Process Optimization Academy, we share some thoughts on planning a process mining program. The topics covered are certainly not a must-have to get started or to get value out of process optimization. We simply wanted to share some ideas for those of you who are starting to think about scaling process mining within your organizations and putting it on a path to be part of your regular continual improvement activities.
2022-09-23 by ServiceNow in-platform Process Mining
Better Together: Workforce and Process Optimization
In this installment of the Process Optimization Academy we welcome Andy Krier, Director of Product Management, who walks us through the "Why" of Workforce Optimization and the prebuilt "connection" with Process Optimization.
2022-10-07 by ServiceNow in-platform Process Mining
Track your findings with Continual Improvement and Automation Center
In this installment of the Process Optimization Academy we cover the "Why and What" of both Continual Improvement Management as well as Automation Center. We cover the prebuilt "connection" between these two solution and Process Optimization and how that enables ServiceNow customers to move directly from process mining insight to action. We welcome Prasad Velamuri, Sr. Principal Product Manager, who walks us through the "Why" of Automation Engine and more specifically Automation Center.
2022-10-14 by ServiceNow Community
How to create a visualized process map in minutes with Process Optimization
One the biggest advantages to taking an in-platform approach to process mining is the speed at which you’ll be able to start getting visibility into the reality behind your workflows. In a matter of minutes, you can have insights into your process inefficiencies, non-conformant activities, and improvement opportunities. We are going to use the next couple of minutes to walk through the process of creating our first visualized process map with Process Optimization.
2022-10-24 by ServiceNow Community
The Why Behind the KPI with In-Platform Process Mining
In this Platform Analytics Academy session we took a deep dive look into Process Optimization in the ServiceNow Platform. Process Optimization helps analysts and process owners quickly analyze and optimize their business processes. If this is something that you have an interest in, you will want to check out this session.
2022-11-04 by ServiceNow Community
HR Service Delivery and Lifecycle Events
In this installment of the Process Optimization Academy we spend some time looking at how in-platform processing mining can be applied to HR Service Delivery and Lifecycle Event workflows to identify process inefficiencies and improvement opportunities. We cover a high level overview of in-platform process mining, talk through some common use cases, demonstrate how to use the Process Optimization Analyst Workbench to analyze an HR Case process, and then go through the steps visualize both an HR Case flow as well as a Lifecycle Event flow.
2022-11-18 by ServiceNow Community
Automation Discovery with in-platform process mining
In this installment of the Process Optimization Academy our special guest Manjeet Singh covers Automation Discovery both from an automated solution perspective that is available within the Process Optimization Analyst Workbench, but he also covers different techniques to help uncover automation opportunities in the visualized process map.
2022-12-01 by Chuck Tomasi
In Platform Process Mining with Dan Grady
Process mining may not sound like the sexiest thing to a developer, but today's guest is going to convince us otherwise why you really want to consider it in your overall platform strategy.
2022-12-02 by ServiceNow Community
Scheduling, Sharing, and Collaborating
In this installment of the Process Optimization Academy we focus on how to move our process mining efforts from one off science projects to part of our routine. This will support efforts to create a culture of accountability, action and continual improvement in our organizations. We discuss how the scheduling, sharing, and collaboration capabilities that help make that a reality.
2023-01-13 by ServiceNow Community
Isolating opportunities in mined data
In this installment of the ServiceNow Process Optimization Academy we focus on different ways to isolate or filter our mined data to identify potential process improvement opportunities. Process Optimization really lets you have a conversation with your process data. During the session we cover some of the out of the box insights that act as conversation starters, like Insights Cards and Automation Discovery. We also cover different techniques to ask questions of your mined data in an ad hoc fashion like breakdowns and variation filtering.
2023-01-13 by ServiceNow Community
Process Optimization Use Case Series
Series of small videos where we’ll focus on different techniques to identify process inefficiencies, non-conformant activities, and improvement opportunities.
2023-02-24 by ServiceNow Community
What's new in the Utah release
In this installment of the Process Optimization Academy we focus on the enhancements made to Process Optimization in the ServiceNow Utah release. Highlights include project level dashboards, histogram improvements, "Activity of Interest" for more robust finding definitions, enhanced transition filtering criteria, coverage for Field Service Management and more.
2023-03-24 by ServiceNow Community
Process Optimization for Field Service Management
In this installment of the Process Optimization Academy we welcome Rob Schaefer, Director of Product Management, who walks us through the "Why" of Process Optimization for Field Service Management. Process Optimization was made available for Field Service Management in the Utah release. Rob covers some KPIs for FSM, how Process Optimization can identify some inefficiencies that impact those KPIs and then what some potential solutions would be to remedy those inefficiencies.
2023-03-30 by ServiceNow Community
SLA Breach Analysis - Process Optimization Use Case Series
Most organizations have KPIs or metrics to help them understand their SLA performance. What percentage of tickets have breached, which category or type of tickets miss their SLAs most often, etc. Where organizations tend to struggle is getting a better understanding of “why” these tickets are missing their SLAs. Or if we are consistently meeting our SLAs where are our opportunities to adjust them to drive behaviors that will improve the experience for our customers. Process Optimization can be used to help analyze tickets that have breached an SLA and help isolate inefficiencies in a given process.
2023-04-11 by ServiceNow Community
Process Optimization Demonstration
This is a quick demonstration of the ServiceNow Process Optimization solution which provides in-platform process mining capabilities. This is based on the Utah release.
2023-04-21 by ServiceNow Community
In this installment of the Process Optimization Academy we focus on Root Cause Analysis, which is one of the ML powered capabilities baked into the solution to help us identify process improvement opportunities in the data we mine with Process Optimization.
2023-06-16 by ServiceNow Community
Performance Analytics Templates
In this installment of the Process Optimization Academy we focus on Performance Analytics Templates. Performance Analytics Templates allow process stakeholders to process mine in ad hoc fashion from a Performance Analytics KPI or list view on the platform. Super useful capability as we try to get to the “why” behind our processes performance.
2023-06-29 by ServiceNow Community
Get started with Process Optimization
Learn how you can maximize process performance by uncovering hidden inefficiencies using in-platform process mining. In this webinar, ServiceNow experts will show how you can try it out yourself.
2023-07-20 by ServiceNow Community
Using the Process Mining Histogram
In this installment of the Process Optimization Academy we focus on the process mining histogram that is available within the Analyst Workbench. The interactive histogram capability helps us identify and isolate process outliers (long running transitions, repetitive steps) and improvement opportunities.
2023-07-20 by ServiceNow Community
Wrongly prioritizing an IT incident can have significant negative consequences for an organization. When IT incidents are not correctly prioritized, it can lead to a host of problems that may affect business operations, customer satisfaction, and overall productivity. We can use process mining on the ServiceNow platform to help analyze the prioritization of incidents. The same approach can be used to analyze how any work (customer service cases, hr cases, etc) being managed on the ServiceNow platform is being reprioritized.
2023-08-11 by ServiceNow Community
What's new in the Vancouver release for Process Mining
In this installment of the Process Mining Academy (formerly Process Optimization) we cover some of the enhancements to ServiceNow's in-platform Process Mining solution in the Vancouver release. New automated findings, Process Map dashboard component, coverage for Strategic Portfolio Management and more.
2023-09-22 by ServiceNow Community
Process Mining for Strategic Portfolio Management (SPM)
In this installment of the Process Mining Academy we invite James Ramsay, Director of Product Management, to cover Process Mining for Strategic Portfolio Management. As of the Vancouver release ServiceNow customers now have the ability to apply Process Mining to SPM, meaning they can identify process improvement opportunities for idea, demand, and project workflows (as well as others). James covers an overview and then a demo of both the demand process as well as an end to end Value Stream starting at idea and flowing through a stories.
2023-10-20 by ServiceNow Community
Process Mining for External Data
In this installment of the Process Mining Academy we focus on the ability to apply ServiceNow's in-platform Process Mining to processes that are running external to the ServiceNow platform. We cover what event/audit data you need and then walk through a live demo of how to import it into the platform and then create a Process Mining project with a Automated Findings. Process Mining for External Data is available as of the Vancouver release.
2023-11-03 by ServiceNow Community
In this installment of the Process Mining Academy we focus on Automated Findings. Automated Findings are complementary to the existing rule based Finding Definitions you are familiar with from the out of the box content packs we provide. The big difference between the two is with the existing Finding Definitions you had to kind of know what you were looking for ahead time, these Automated Findings will start surfacing process inefficiencies and potential improvement opportunities you weren’t even thinking of.
2023-12-15 by ServiceNow Community
Multi-dimensional Process Maps
In this installment of the ServiceNow Process Mining Academy we focus on Multi-dimensional Process Maps. Many workflows are a series of interconnected processes and in order to understand where the inefficiencies in those processes lie its sometimes useful to have end to end visibility so we can not only see the bottlenecks within the individual processes themselves but also the potential inefficiencies as the different processes interact with one another. Multi-dimensional process maps allow you stitch together multiple processes or tables through parent/child or reference relationships so we can accomplish this type of analysis.
2023-12-15 by ServiceNow Community
Process Mining for Creator Workflows
In this installment of the Process Mining Academy we focus on Process Mining for Creator Workflows (or custom applications created with App Engine). ServiceNow customers create new experiences and digitize processes with App Engine on the Now Platform.
2024-02-16 by ServiceNow Community
What's new for Process Mining in the Washington D.C. release
In this installment of the Process Mining Academy we review the Process Mining enhancements in the Washington D.C. release.
2024-03-15 by ServiceNow Community
Extending the reach of Process Mining insights through Platform Analytics
In this installment of the Process Mining Academy we focus on how to empower more people in the organization with Process Mining insights by embedding process mining insights and improvement opportunities into Platform Analytics dashboards.
2024-03-28 by ServiceNow Community
How to use the Process Mining Analyst Workbench to identify process improvement opportunities
This session was part of a recent webinar series we ran to jumpstart customers on their Process Mining journey on the ServiceNow platform. We cover the different capabilities within the Process Mining Analyst Workbench that help you dig in to your process data and identify process inefficiencies and improvement opportunities.
2024-06-25 by ServiceNow Community
The "Why" Behind the KPI: How Process Mining Complements Performance Analytics
In this session discuss how Platform Analytics and Process Mining complement each other, highlight the different connection points on the platform, and how together they help drive continual process improvement.
2024-08-15 by ServiceNow Community
How to scale your ServiceNow Process Mining program
Join our webinar as we delve into establishing and scaling a process mining program within your organization. Process Mining helps you identify process inefficiencies and improvement opportunities that if acted upon help increase organizational efficiency and productivity. We'll explore foundational steps such as identifying stakeholders, establishing a governance model, and evangelizing the power of the process mining. Learn how to optimize workflows for efficiency gains and drive continuous improvement and innovation across your operations.
2024-03-28 by ServiceNow Community
Discover What's New ServiceNow Xanadu Release Highlights for ServiceNow Process Mining
Discover the latest enhancements in Process Mining featured in the Xanadu release. Explore new features such as the intuitive Guided Setup for Improvement Opportunities and AI-based Worknotes analysis, designed to empower every stakeholder in your organization.
2024-11-15 by ServiceNow Community
How to use Process Mining to identify process improvement opportunities
In this demonstration we'll highlight how you can use ServiceNow's in-platform Process Mining to analyze some common process inefficiencies and identify process improvement opportunities. We'll look at 3 scenarios: Approval bottlenecks, multi-hop situations where work is ping-ponging between teams, and work that is taking longer to route than to resolve (often a good source of automation opportunities). All 3 are typically drains on an organizations overall productivity and you will leave this session with the knowledge of how Process Mining can help you start to reclaim some of this valuable time.
2025-02-06 by ServiceNow Dev Program
ServiceNow Process Mining in Yokohama
Are your workflows as efficient as they could be? In this episode of Creator Toolbox, Senior Developer Advocate Earl Duque is joined by Dan Grady from the Process Learning Business Unit to explore ServiceNow Process Mining—an advanced tool that helps organizations visualize, analyze, and optimize their business processes.
2025-03-12 by ServiceNow Community
What's new for Process Mining in the Yokohama release
In this session will cover the enhancements for ServiceNow's Process Mining solution in the Yokohama release. The session will include live demos and practical guidance.
2025-04-18 by ServiceNow Community
Process Mining Evaluation Project: Get started with ServiceNow Process Mining today
In this session we’ll walk you through how to access and use this evaluation project to identify process inefficiencies like idle time, multi-hop situations, and rework loops. We’ll also demonstrate how to use this project to identify agentic AI and automation opportunities.
2025-05-06 by ServiceNow Community
Unlock Productivity with Process Mining and Workflow Data Fabric
Lack of process transparency blocks automation leaders, operational leaders and process owners from identifying key areas for improvement and automating end-to-end processes based on data-driven insights (facts), not subjective judgment. To overcome this challenge they are turning to process mining. Traditional approaches to process mining have been hampered by data access challenges and a lack of specialized skills. In this session we'll cover how ServiceNow Process Mining in combination with Workflow Data Fabric eliminates some these traditional roadblocks and hinderances.
2025-09-02 by ServiceNow Community
ServiceNow Process Mining for Sales Order Management
In this session, the Process Mining product team will cover the fundamentals, outline the steps to mine SOM data, share key use cases and best practices.
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