Process Mining evaluation project for Incident Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Process Mining evaluation project for Incident Management enables you to familiarize with improving your process with Process Mining capability.

    ITSM customers can evaluate Process Mining with their Incident Management business process in their production instance.

    Note:
    With this new project type, you can evaluate Process Mining in your production instance with limited records using the ITSM Incident Management KPIs. However, you’ll be able to evaluate and try Process Mining on your own project using the sample mining feature in your sub-production instances without any other functionality restrictions. These are the two alternative and complementary ways to evaluate the Process Mining functionality without a full license.

    This evaluation project works on the data that you have stored in your production instance tables. Note the following about Process Mining evaluation project for Incident Management:

    • Allows you to access an Incident Management preconfigured Process Mining project configuration limited to up to 3600 records that were resolved in the last seven days. If there are more than 3600 records resolved in the last seven days, the evaluation is restricted to the first 3600 records.
    • The default activity definitions are: State and Assignment group (so you can analyze State and Assignment group).
    • Includes multiple automated improvement opportunities such as ping-pong, rework, and others.
    • Includes introduction videos, FAQs, Academy sessions, and use cases.
    • Auto-retire is set to false.

    If you have the required roles (itil, snc_internal), you can evaluate Process Mining for ITSM Incident Management via ITSM Incident Management Performance Analytics KPIs or through the Process Mining Workspace.

    The promin.pa_integration_required_roles is already available that would enable you to run the project. For more information, see Process Mining properties.

    For more information, see Run the Process Mining evaluation project.