As a kid who grew up in the 80s, the release of "Top Gun: Maverick" has me feeling a bit nostalgic. All of the previews, the press tour interviews, and clips, transport me back - and I've found myself starting to quote the original movie in day to day conversations at home (which is driving my family crazy) and at work (which everyone seems to be okay with for some reason).
As I've been spewing these epic quotes, I've been reminded of that fact that the more things change, the more they stay the same.
We all still have the "need for speed".
In this fast-changing world that we all live in, speed has become one of the most significant competitive differentiators, and in many situations it's how our employees and customers judge their experiences with the organizations they interact with. We need to continually accelerate the pace at which work gets done so they don't "lose that loving feeling" for us.
This unending demand to go faster has service delivery professionals constantly searching for improvement opportunities - but many struggle to identify and lock in on high impact targets.
Process mining can act as an excellent wingman on your process improvement mission.
For those unfamiliar, a wingman's role is to support aerial combat by making a flight both safer and more capable - amplifying situational awareness, increasing firepower, and allowing more dynamic tactics. That's exactly the role ServiceNow's in-platform process mining, called Process Optimization, plays for service delivery professionals.
It's out-of-the-box Summary and Insights Dashboard provides situational awareness through:
- Contextual KPIs that give you the big picture of how your process is performing over time and what type of momentum you have towards the service delivery goals you have set.
- Bottleneck analysis that highlights which process transitions are occurring most frequently and which ones are taking longer than others.
- Variation analysis to help you understand which routes the processes in your organization are taking most often and how well your process is conforming to your plan
The Analyst Workbench increases your firepower by:
- Providing a dynamic visual representation of your process allowing for full transparency into all variants (you know those situations where your process gets a little "inverted"), clearly identifying where rework is happening and activities are being performed in an inefficient manner.
- Root cause analysis surfaces hidden connections and influencing factors - for example, which channel is contributing most to work taking a specific route, or which assignment group is having the biggest impact on a route's duration.
- Cluster analysis which helps us understand patterns in the unstructured data that's generated within the work - like descriptions and resolution notes.
Collaboration capabilities and prebuilt integrations with other platform capabilities allow for more dynamic improvement tactics like:
- Model comparison capabilities to enable managers to compare channel or team performance across locations or previous time periods.
- Versioning of models to help you see the impact of any process changes you may have made.
- Direct connection to Continual Improvement Management to ensure that any insights that result in an improvement initiative get tracked and acted upon.
- Direct connection with Performance Analytics to allow process owners and business analysts to get the "why" behind the KPI(subscribe to the Platform Analytics Academy to hear more about this in an upcoming session on June 29th)
With this new wingman at their side, service delivery professionals are now presented with a "target rich environment" of process improvement and automation opportunities that - if acted upon - will ensure they will be the "Best of the Best" and graduate at the top of their class.
Remember, when it comes to our business processes, "there are no points for second place".
Here are some ways you can get started with Process Optimization today:
Take the Process Optimization On-Demand Training
Turn on Process Optimization and start process mining immediately
Other Process Mining Blogs:
Why and what of in-platform process mining in through moving picitures(demo recording)
"Know Better" with In-Platform Process Mining
"Why Behind the KPI" Performance Analytics Academy Session
Process Optimization Common Use Cases and Findings
Interested in additional blog posts on Process Optimization, Performance Analytics, Predictive Intelligence and the Virtual Agent? Check out this Now Intelligence blog carnival.
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