How to use Process Mining for Multi-hop (Ping Pong) Analysis

[dangrady510]

This post is part of the Process Mining Use Case Series where we’ll focus on different techniques to identify process inefficiencies, non-conformant activities, and improvement opportunities.  These posts will be broken into two sections – how to do the analysis and how to configure the Process Mining project.

When we design a workflow we design for both completeness and efficiency to ensure that everyone involved has an optimal experience.  As part of the design of a workflow we will likely build in the ability to reassign work to the appropriate team to ensure that the task gets completed successfully.  

Even if reassignments are part of the design of the process they are time consuming and impact overall productivity.   Anything we can do to reduce the number of reassignments or how efficiently they are handled is a plus.

Like with most things, the first step in making improvements is understanding what is happening. 

Many of us have been asked in the past to answer the question of “Who’s holding on to the tickets the longest?” (what I like to call the finger pointing report, or if you are a glass half full person the opportunity to improve report)

Or “Where are my incidents or cases Ping-Ponging back and forth between teams?”

Process Mining can be used to help us get a better understanding on how often certain reassignments are happening, which hand-offs are taking longer than others, and where do we have these dreaded “Ping Pong” situations.

If you are interested in exploring the complete library of common Process Mining use cases you can find those here.

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

• Want to get hands-on experience in a lab environment? Try this Now Learning course
• Want to get hands-on experience in your own instance? Try the Evaluation Project
• How to use the Process Mining Evaluation Project in your instance 
• What workflows (ITSM, CSM, HR, etc) is Process Mining available for? (Spoiler, ALL OF THEM)
• How to create your first Process Mining project
• 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