Integration with Performance Analytics (PA)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Using Process Mining with ServiceNow® Performance Analytics enables you to perform data extraction from an indicator and analyze processes associated with the KPIs such as time to resolve.

    The Process Mining plugin (com.sn_po) provides an integration between the Process Mining and Performance Analytics applications. Integration occurs automatically when you enable the Process Mining plugin. Afterwards, you can open the Process Mining workbench from the Analytics Hub for a Performance Analytics indicator.

    The Process Mining plugin provides template configurations for indicator sources that use the following tables:

    • Customer service case [sn_customerservice_case]
    • Incident [incident]
    • Problem [problem]
    • Change [change]
    • Requested Item [sc_req_item]

    To support indicators based on other tables, create templates for those tables. For more information, see Setup a table configuration.

    Process Mining supports only automated indicators. From the Analytics Hub for a formula indicator, you can still open Process Mining, but you must choose one of the contributing automated indicators in the formula.

    Important:
    Process Mining does not support indicator sources that use database views. The application supports only tables.

    Roles

    Integrating with Performance Analytics does not add any roles to Process Mining roles. To enable the Performance Analytics integration features, you must add the PA viewer role (pa_viewer) to the Process Mining users who need this capability. Similarly, add the appropriate Process Mining role to any Performance Analytics users who need Process Mining capability.

    Launch and use Process Mining

    Integrating with Performance Analytics adds the Extract Data option to the Analytics Hub menu. Users can:
    • Launch Process Mining from the Analytics Hub.

      An image showing how to launch Process Mining from the Analytics Hub.

    • Open Process Mining for a specific indicator from KPI Details.
      Access Process Mining from KPI Details
    • Schedule data extraction from a Performance Analytics indicator.

    When you initiate data extraction for an indicator, you see the extraction progress. Once it completes, you can view the project from the Process Mining Analyst Workbench. If you initiate an extraction at a later time on the same indicator settings, but on a different date, you will see a new PA project created in the Process Mining > Projects > PA Projects list.