Welcome to Process Mining in Minutes, a new video series covering real use cases across ServiceNow agentic and deterministic workflows. Each minute is short, focused on a single outcome, and built around how Process Mining actually gets used in the real world.
Minute 17: All the work my team has touched
Your team's workload doesn't start and end with what they closed. It includes every ticket they touched, rerouted, escalated, or got stuck with, and that's the part most dashboards miss.
Process Mining lets you isolate all the multi-hop work a specific group has touched, not just what they resolved. Use the Star Diagram to visualize incoming and outgoing assignment patterns at scale, and see exactly which groups are sending you work, where it's going next, and how often it bounces back.
Then layer in AI-powered work-notes analysis to understand why work is being rerouted surfacing common root causes and pinpointing where routing rules or team training need to improve.
Stop measuring your team by what they closed. Measure them by everything they carried.
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Process Mining for all the work that my team has touched
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