Using Process Mining

Choose a process to optimize, generate process data, and then get visualized and actionable insights.

As you seek to improve your business processes in areas such as eliminating redundancies, forecasting changes, and streamlining workflows, Process Mining helps you achieve those goals. Process Mining helps you gain end-to-end visibility, reduce risk, stay market compliant, and more.

Planning your implementation

Plan these steps to maximize Process Mining efforts:

• Identify: Identify a problematic process area that needs optimizing.
• Visualize: Identify key elements that should be part of the process. Understand the goal, the start and end, the activities, and the users that should be part of the process.
• Analyze: Analyze areas for optimization to determine where and why they don't meet the desired goals.
• Optimize: Remove steps that aren't essential to your process.
• Monitor: Keep monitoring process performance, and refine it until areas meet the desired goals.

The Process Mining workflow

The following flowchart displays the steps that you use to set up a project for Process Mining. Some of these steps are optional, or depend on whether you take advantage of the multidimensional mining feature.

• Creating process configuration
  Process configurations include process preferences that activate features in the Process Mining workspace and assist in the creation of projects. Having complete process configurations enables you to independently create projects and quickly gain insights, even without prior process mining knowledge. This enhances the scalability of process mining across the organization.
• Create a project or template using Project Builder
  Create and mine a project using the Project Builder to analyze and optimize your business processes. Create a template to reuse it when you want to use the same project conditions multiple times. In the Project Builder, the entire process is broken down into three sections and an overview to make the task easier and more efficient.
• Create a project using Agentic AI
  Create a project using Agentic AI data to understand any bottlenecks and inefficiencies caused when using agentic AI in your processes.
• Create a project using Playbook data
  Use Process Mining to analyze Playbook executions and identify bottlenecks in your workflows. Process Mining works alongside Playbooks configured in Workflow Studio. By analyzing execution logs generated during playbook runs, Process Mining enables post-execution visibility into how human agents are handling customer incidents.
• Create a project using Classic view
  Configure and manage the project status and outline of the process you want to analyze.
• Setting improvement opportunities
  Set improvement opportunities to find areas of improvement by which you could optimize a process. You can either select from a list of rules available to you or set your own rules. Based on the rules set by you, you can view your areas of improvement.
• Analyzing and getting process insights
  Visualize and analyze your business flows from automated process data, and act on those insights.
• Now Assist for Process Mining
  Use ServiceNow Now Assist for Process Mining to minimize time, maximize effort, and reduce complexity in project setup, identifying bottlenecks and retrieving process inefficiencies.
• Creating and tracking improvement initiatives
  View, create, and associate improvement initiatives from within the Process Mining application.
• Inflow and outflow analysis: node star diagram
  View the process graph as a node star diagram in the Process Map component on dashboards. The node star diagram explicitly displays the activities that are coming into the selected node and the activities that are going out of the selected node.
• Viewing scheduled tasks
  From the Scheduled Tasks panel, view statuses and access the results of on-demand scheduled mining tasks, such as a requested cluster analysis or applied filter view.
• Working with external datasets
  Use the data available outside of ServiceNow® environment in Process Mining to optimize your processes and solve business problems. To use external datasets, you must first import them into ServiceNow® environment.
• Share a Process Mining project
  Share a project so that other have access to the data, and enable a process owner to analyze further.
• Refresh project data
  To refresh the data for a project, mine the project from the Analyst Workbench.
• Copy a project
  Copy an existing definition to apply its related configurations to a new project definition.