---
sourceDocument: Australia Platform Analytics
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/now-intelligence

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# Explore

# Exploring Task Mining {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Task Mining

Task Mining is a ServiceNow capability that identifies inefficiencies in work tasks by combining data from a desktop agent, workstation user activities, and dashboards.
It processes and organizes this data to provide actionable business insights.
This enables organizations to better understand how employees spend their time on various tasks and applications, uncover bottlenecks, and optimize workflows.
Show full answer Show less  

## Task Mining User Roles

* **Task Mining Admin:** Has full access to all system configurations, settings, and projects. This role includes all permissions of the power user.
* **Task Mining Power User:** Can access all system configurations and settings and includes the capabilities of the analyst role.
* **Task Mining Analyst:** Creates and shares projects, accesses shared projects, and requests data logging for workstation users.
* **Task Mining Agent Installer:** Responsible for installing the Task Mining agent on user workstations.

## Task Mining Workflow

The primary workflow includes the following steps:

* Admins configure Task Mining settings such as notifications, data retention, and event filters.
* Analysts and power users create projects to analyze user activities and extract insights for business decisions.
* Analysts submit data requests to build data pools for future analysis, which require approval by workstation user managers.
* Once approved, power users or admins ensure the Task Mining agent is installed on the relevant workstations.
* Analysts define task groupings and aggregation methods, then run mining jobs to generate categorized activity data.
* Power users categorize activities to add context and organize data effectively.
* Analysts run subsequent mining jobs to produce analyses based on categorization rules.
* Insights are shared with business stakeholders to inform decisions and improvements.

## Benefits

Task Mining delivers value through two primary use cases:

* **ITSM and CSM Analysis:** Provides detailed analytics on how workstation users engage with processes, including metrics such as task time distribution, active versus idle time, application usage, and time spent on specific activities. This helps identify inefficiencies and optimize service management.
* **IT Landscape Analysis:** Offers visibility into the organization's application usage beyond the ServiceNow AI Platform, helping uncover gaps and compliance risks. Examples include identifying multiple apps serving the same purpose, monitoring app usage and licenses, detecting unapproved apps, and tracking suspicious website visits.

## Next Steps

To fully leverage Task Mining, customers should explore configuration and usage guidance available in related documentation topics such as Configuring Task Mining, Using Task Mining, and the Task Mining Reference. These resources help ensure proper setup, data collection, analysis, and effective sharing of insights.  
Use Task Mining to identify inefficiencies in work tasks.

## Task Mining overview {#exploring-task-mining__cf-exploring-parent-overview}

Task Mining combines a desktop agent, workstation user activities, and dashboards to process data and deliver organized information. Specific information can be extracted to provide answers to business
questions.

## Task Mining users {#exploring-task-mining__cf-exploring-parent-users}

{#exploring-task-mining__table_zf2_jkn_hcc__entry__2}

| User role | Description |
|-|-|
| Task Mining admin | Access all Task Mining system configurations, settings, and projects. The admin role contains the power user role. |
| Task Mining power user | Access all Task Mining system configurations and settings. The power user role contains the analyst role. |
| Task Mining analyst | Create and share Task Mining projects, and access projects that another user has shared with them. Request data logging to be enabled for workstation users. |
| Task Mining agent installer | Access the Task Mining agent installation page. |
[Table 1. Task Mining roles]

{#exploring-task-mining__table_zf2_jkn_hcc}

## Task Mining workflow {#exploring-task-mining__cf-exploring-parent-workflow}

The following workflow shows the primary activities for using Task Mining.
Figure 1. Task Mining workflow  
1. As an admin, you configure Task Mining, including modifying notifications, data retention, and event filters.
2. As a Task Mining analyst or power user, you create Task Mining projects to analyze team activities, identify insights, and support business decisions.
3. As a Task Mining analyst, you submit a data request separate from projects to create a data pool to store the data for future analysis.
4. As a manager of a workstation user, you approve data requests.
5. When the request is approved by the workstation user's supervisor, as a power user or admin you make sure the Task Mining agent is installed on the user's workstation.
6. As a Task Mining analyst, define how you want to group tasks in your project and select how you want Task Mining to aggregate your data.
7. As a Task Mining analyst, you run a mining job on a project to generate data so you can categorize activities.
8. As a Task Mining power user, you categorize activities to organize and add context to your data by grouping similar workstation activities with user-friendly category names when shown on Task Mining analyses.
9. As a Task Mining analyst, you run a mining job again on a project to generate an analysis of your project data according to your categorization rules.
10. As a Task Mining analyst, you share the insights with relevant business stakeholders.
{#exploring-task-mining__cf-exploring-parent-workflow-ol}

## Task Mining benefits {#exploring-task-mining__cf-exploring-parent-benefits}

{#exploring-task-mining__table_cg2_jkn_hcc__entry__3}

| Benefit | Value | Example use cases |
|-|-|-|
| ITSM and CSM analysis | Gain insights into the effectiveness and specifics of how time is spent by workstation users with an analysis of how workstation users engage with processes. | Uncover precise analytics from team operations analysis and monitoring: * In vs. out task time distribution * Active vs. idle time * Time distribution per app * Use of specific apps * Time spent per specific activity {#exploring-task-mining__ul_ujz_kkp_hdc} |
| IT landscape analysis | View your company's IT landscape to uncover gaps, challenges, and potential compliance threats. | Explore application use beyond the ServiceNow AI Platform to understand how applications are used across an organization: * Multiple apps with the same purpose * App monitoring (time distribution) * License usage * Use of unapproved apps * Suspicious websites monitoring {#exploring-task-mining__ul_zqd_vvp_tfc} |
[Table 2. Task Mining benefits]

{#exploring-task-mining__table_cg2_jkn_hcc}

## What to explore next {#exploring-task-mining__cf-exploring-parent-links}

To learn more about configuring and using Task Mining, see the following topics:

* [Configuring Task Mining](https://www.servicenow.com/docs/PpnxabDYHyebeBye~DUwkA "Plan and configure your Task Mining implementation so that Task Mining analysts and power users can access the Task Mining Workspace and create and manage projects.")
* [Using Task Mining](https://www.servicenow.com/docs/LQ1VLHOMvXFyPcFvds~JZg "Collect and analyze workstation activities to understand how tasks are performed, identify inefficiencies, and make data-driven decisions.")
* [Task Mining Reference](https://www.servicenow.com/docs/4VzkopWpqDeVXadoZGpwog "Reference topics provide additional information about the terms, forms, and concepts that you use for Task Mining.")
{#exploring-task-mining__ul_dg2_jkn_hcc}