How to use Process Mining to isolate and analyze all the work my group/team has touched

[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. 

"How can we use process mining to isolate and analyze all the work my team or group has touched?"

That’s a very common question.

Traditional reporting and analytics allows us to look at the current state of a record so you can report on how much work is currently assigned to your group or once the work is finished you can isolate all of the work that your group has closed.  But getting a complete picture of all the work your group has touched at some point isn’t easy.

Process Mining can help generate that complete picture of all the work your group has touched.  This visibility helps us get an understanding of our overall workload, which groups are consistently transferring work to our group, and where we are transferring work too. 

Are there Ping-pong situations where we are sending work back to the original group?  A good indication of training opportunities or knowledge article updates.

Are there routing issues where work that should be assigned to our group isn’t getting to us directly?

Is there a case to be made for staffing adjustments based on overall touch points rather than just closed work?

These are just some of the questions that Process Mining can help us answer.

This use case recording walks through how to do the analysis as well as how to create the project to isolate the data to just a single group.

This use case is based on the Yokohama release.

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