Activate content packs

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Activate Process Mining content packs to access prebuilt projects for specific areas of your business. You can activate a content pack from the application list on your instance.

    About this task

    Process Mining content packs contain prebuilt projects that include process model definitions, process finding definitions, and prebuilt process improvement insights for specific areas of your business.
    Note:
    Activating Process Mining content packs is an optional procedure. You must perform this task if you want to use any of the content packs available with Process Mining.
    Table 1. Available content packs
    Content pack Description
    Content pack for ITSM The ITSM Process Mining content pack provides preconfigured Process Mining models and improvement initiatives for IT Service Management (ITSM) processes.
    Content pack for SPM The Strategic Portfolio Management Process Mining Content Pack provides a preconfigured Process Mining project that helps analysts and process owners understand the effectiveness of their demand processes, and also provide opportunities for continued performance improvement.
    Content pack for Financial Services Operations Using the Process Mining content pack with Financial Services Operations (FSO) enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with FSO cases.
    Content pack for Customer Service Management Using the Process Mining content pack for Customer Service Management enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.
    Content pack for Telecommunications orders Using the Process Mining content pack for Order Management for Telecommunications and Media enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with Telecommunications orders.

    Content pack for HR Service Delivery

    Using the Process Mining content pack for HR Service Delivery enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.
    Content pack for Security Incident Response

    Using the Process Mining content pack for Security Incident Response enables you to analyze processes relevant to your security incident, and identify bottlenecks associated with them.

    Before you begin

    Role required: sm_cim_requestor, administrator

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the Process Mining content pack that you want to install using the filter criteria and search bar.

      You can search for the application by its name or ID. If you can’t find the application, you might have to request it from the ServiceNow Store.

      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.

    3. In the Application installation dialog box, review the application dependencies.

      Dependent plugins and applications are listed if they’ll be installed, are currently installed, or must be installed. If any plugins or applications must be installed, you must install them before you can install the content pack.

    4. Optional: If demo data is available and you want to install it, select the Load demo data check box.
      Demo data are the sample records that describe application features for common use cases. Load the demo data when you first install the application on a development or test instance.
    5. Select Install.