Configure ITSM insights in the Process Mining dashboard

Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.

Before you begin

Important:

This feature is available with the ServiceNow Store Process Mining ITSM content pack v1.2. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Role required: sn_process_mining_power_user

About this task

Procedure

1. Navigate to All > Process Mining > Process Configurations.
2. Configure the desired finding definitions.
   The insights filters listed in the following table are available by default.

   Table 1. Insights filters for ITSM work items

   Work item	Insights filters
   Incident	Multihop issue Solution rejection issue Misuse of On Hold state SLA missed issues
   Problem	Problem was canceled Problem risk was accepted Resolved problem was reanalyzed Problem fix not completed Problem reopened
   Change requests	Model is changed in the process Pre-approved change requests Failed change requests
   Requested items	RITM state is closed incomplete or closed skipped Multihop: RITM going through two or more reassignment

   When the finding rules are updated, you can view that in the Insights section in the dashboard.

3. On the Summary and insights page, for the selected insight:
   • To perform process analysis, select Process Analysis. You can view the Process Mining map with the applied filters.
   • To perform cluster analysis, select Cluster Analysis. Select View cluster to view the results. For more information, see View a cluster analysis.