Process Mining in Minutes — Minute 5: SLA Breach Analysis

[Rozmin Parpia]

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 5: SLA Breach Analysis

SLA reporting tells you what percentage of work missed its target. It doesn't tell you why. And without the why, the typical response is to tighten the SLA, add escalations, or push the team harder — none of which fix the underlying process.

Process Mining shows you exactly which work breached, where time is leaking, and who's actually responsible for the breach. Long waits between steps, unnecessary handoffs, reassignments that send work bouncing between groups — these are the patterns that drive missed SLAs, and they're invisible in dashboards. Once you can see them, you can decide where to refine targets, where to remove friction, and where AI agents can take work off your team.

This episode walks through how to use process flow, breakdowns, and variation analysis in ServiceNow Process Mining to move past "what missed" and into "why" — so you can fix the right thing.

New minutes drop weekly. Follow the full series here

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Process Mining for SLA breach analysis

More Process Mining resources

• Guide to Getting Started with ServiceNow Process Mining
• Process Mining Academy
• Process Mining Use Case Series
• Am I Ready for Process Mining?
• ServiceNow Process & Task Mining Courses