Key features of Process Mining

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  • Updated March 15, 2024
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    Summary of Key features of Process Optimization

    Process Optimization enables ServiceNow customers to analyze and enhance their business processes through various automated and collaborative features. This functionality is crucial for improving efficiency, identifying bottlenecks, and deriving insights from process data.

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    Key Features

    • Automated Process Discovery: Define projects by selecting process tables and activities for mining, including the configuration of activity definitions and breakdowns for insightful filtering.
    • Summary and Insights Dashboard: Access key performance indicators and improvement opportunities quickly from a centralized dashboard.
    • Analyst Workbench: Visually analyze workflows with an interactive map and filters that highlight process variations, bottlenecks, and performance metrics.
    • Easy Collaboration and Sharing: Share projects with stakeholders and collaborate using notes and screenshots for enhanced communication.
    • Integrated Continual Optimization: Manage and view the status of improvement initiatives effectively.
    • Integration with Performance Analytics: Conduct root cause analysis on low-performing indicators through seamless integration.
    • Best Practice-Based Implementation: Use predefined ITSM Process Optimization projects to accelerate time to value.
    • Process Comparison: Investigate performance differences across processes to identify deviations.
    • Multi-Dimensional Processes: Engage in comprehensive mining across multiple tables for deeper insights into dependencies.
    • Bottleneck Analysis: Analyze activity transitions to pinpoint bottlenecks within processes.
    • ML-Based Clustering: Utilize machine learning to group similar records for pattern identification and analysis.

    Key Outcomes

    By leveraging these features, ServiceNow customers can expect enhanced visibility into their business processes, streamlined collaboration, and actionable insights that lead to continuous improvement and optimized performance across their operations.

    Some key features of Process Mining are listed in this topic.

    Automated process discovery

    Define a project by selecting a process table, and the activities and breakdowns that you want to mine. You can choose to edit a project in the Project Builder too.

    Configure at least one activity definition for your business process. An activity defines the different steps that can occur as part of your business process.

    You must configure a breakdown that acts as a filter and provides insights into the categorical volume, velocity, and conformance.

    Summary and Insights dashboard
    Quickly understand process performance. From the Summary and Insights dashboard, view key performance indicators, improvement opportunities overview, and list of improvement opportunities. For more information, see Summary and Insights dashboard.
    Analyst Workbench

    Analyze business workflows visually with the interactive process map, explorative filter panel, and prebuilt performance metrics. You can see process variation, breakdowns, bottleneck analysis, and ML and smart rule-based insights. Also, all duplicate audits are removed, and that removes all self-loops in the graph. For more information, see Analyst Workbench.

    Easy collaboration and sharing

    Share projects with stakeholders and collaborate with notes and screenshots within a project. For more information on sharing projects, see Share a Process Mining project. For more information on creating notes, see Adding notes to a project.

    Integrated continual optimization

    Create and view statuses of improvement initiatives. For more information, see Integration with Continual Improvement Management.

    Integration with Performance Analytics and Benchmarks
    • Analyze low-performing indicators for root cause analysis with Performance Analytics integration. For more information, see Integration with Performance Analytics (PA).
    • Use best practice-based implementation. Predefined ITSM Process Mining projects and improvement initiatives provide you with faster time to value. For more information, see Content pack for ITSM.
    Compare processes

    Compare processes to investigate performance differences or deviations. For more information, see Comparing projects.

    Multi-dimensional processes

    Multi-dimensional processes refer to mining a hierarchy of tables. It’s a multi-table mining. It’s used for a more comprehensive view into process dependencies. For more information, Configure multi-dimensional mining.

    Bottleneck analysis
    View activity transitions you’ve defined with the bottleneck analysis feature. For more information, see Viewing business insights.
    Analyze processes using ML-based clustering
    Group similar records into machine learning pattern-identified clusters. For more information, see Cluster analysis.
    Quickly analyze the processes behind performance indicators and record lists
    Easy-to-see process behind scenarios such as bad service level agreements or CSAT scores. Run the analysis from any platform list or report.