Speed to Action Tickets/Respond to Tickets

[Sally Niemi-Far]

We currently have only the Evaluation Project, as we are in the process of upgrading to the full licensed version.  I am trying to determine if Process Mining will be able to provide the performance  metrics of how long it takes to action an Incident (triage, assign) and then how long it takes to action said Incidents.  Or am I better off using a different method (Platform Analytics, etc.).  Thank you.

[Hemanth M]

Hi @Sally Niemi-Far ,

If you would like to see how long an incident takes triage -> assign, you go with Platform Analytics (Previously Performance Analytics). However, if you would like to know why it takes that long, go with Process Mining (to identify bottlenecks)

Hope it helps!

[Sally Niemi-Far]

Thank you so much!

[Dan Grady]

@Sally Niemi-Far   This is a great use case for Process Mining.  In fact we have a few videos that will show you how to do this type of analysis with the Evaluation Project itself.  Please see this Idle time example.  https://www.servicenow.com/community/process-mining-blog/how-to-use-the-process-mining-evaluation-pr...

You can also find a few other examples that align to your scenario on this page https://www.servicenow.com/community/process-mining-blog/how-to-use-the-process-mining-evaluation-pr...

This page has 15 other use case examples that might interest you https://www.servicenow.com/community/process-mining-blog/process-mining-use-case-series/ba-p/2459329

Please register for the Process Mining Academy https://www.servicenow.com/community/process-mining-blog/process-mining-academy/ba-p/2339885

We look forward to having you as part of the Process Intelligence family.  

[Sally Niemi-Far]

Thanks Dan.  I do join the Process Mining Academy when possible, but have been so limited in any of my 'testing' with just the Evaluation copy.  We are in the process of getting the full license, so I am excited to do so much more.  Thank you.