Exploring Task Mining

Use Task Mining to identify inefficiencies in work tasks.

Task Mining 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

Table 1. Task Mining roles

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 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.

Task Mining benefits

Table 2. Task Mining benefits

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
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

What to explore next

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

• Configuring Task Mining
• Using Task Mining
• Task Mining Reference