Knowledge26 kicks off next week in Las Vegas. And if you know Vegas at all, you know one thing is always true regardless of what is happening on the Strip. The house always wins. Not because of the headliners or the glitter. The house wins because it never operates blind. It sees exactly how the game is playing out at every table, every hand, every spin. That visibility is what protects the advantage and sharpens every decision.
Process Mining on the ServiceNow platform is that visibility.
Example of a process map to help analyze SLA breaches
Here's something that happens with a consistency I find remarkable. I get the opportunity to speak with one of our customer's leadership team at an executive briefing. I run through the Process Mining story and demo. There is a very brief silence in the room. And then one of the executives turns to their team and asks some version of the same question: "Are we taking advantage of this?" or "Why aren't we using this?". Followed by "We should be".
Every time. Without fail.
The ServiceNow platform runs a significant portion of the world's enterprise workflows. There is a lot happening on it and there is a lot of opportunity to do more, I get it. With that much capability in one place, prioritization becomes one of the hardest conversations any team can have. And here is the irony: the thing that can help you cut through all of that noise and figure out where to focus first tends to get lost in the very noise it was built to clear.
That is Process Mining in a sentence.
But here's where it gets interesting.
Every executive conversation right now has AI somewhere near the center of it. Where do we start? How do we identify the right use cases? How do we know our AI Agents are actually working the way we expect? These are real questions and they don't have easy answers. A lot of organizations are being asked to move fast on AI without a clear picture of the workflows they're handing over to it. (This session does a deep dive into how Process Mining helps answer those questions)
Process Mining is the answer to that picture. It shows you how your workflows actually execute in the real world, not how they were designed on paper. It surfaces the bottlenecks, the compliance gaps, the reassignment patterns, the SLA breaches. It gives you the data-driven foundation to identify which workflows are genuinely ready for AI Agents and which ones need work first. And when your AI Agents are running, it lets you mine those agentic workflows to see how they're actually performing, catch drift before it compounds, and course correct with data rather than guesswork.
Example of process map providing visbility into agentic workflows
When executives see Process Mining framed that way, something shifts. The AI conversation they walked in with suddenly has a foundation. That is when they turn to their team. That is when they ask the question.
Next week in Las Vegas, there are going to be a lot of announcements. A lot of headlines. A lot of things competing for your attention, and they will all be worth it. I'm not here to suggest you ignore any of it. But I am here to suggest that while you're taking it all in, you don't walk past the visibility layer that everything else depends on.
Stop by the Process and Task Mining booth in the AI Platform section of the expo floor.
Work with your account team to set up a meeting in the meeting center.
Add a comment to this post and we'll follow up directly.
The house always wins because it never operates blind. Now you don't have to either.
Don't let Knowledge26 end without finding out for yourself.
Here is a link to an on demand Knowledge26 session focused on mining agentic workflows.
Other Knowledge26 sessions focused on Process and Task Mining
Not attending Knowledge26? Here are some great places to start.
Guide to getting started with Process Mining
Process Mining Use Case Series
Process and Task Mining Courses
Am I ready for Process Mining?
Try the Process Mining Evaluation Project in your Instance
