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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# ITSM

# Content pack for ITSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ITSM
Process Mining Content Pack provides templates for IT Service Management (ITSM) processes.

This content pack loads automatically when ITSM is installed on your instance and the relevant tables are present. For more information, see [Automatic delivery of content packs](https://www.servicenow.com/docs/NXLuKLvy10aciHUbaN_NjQ "Starting with the Brazil release, most Process Mining content packs are delivered automatically with Process Mining and no longer require manual installation from the ServiceNow Store.").

## Templates shipped with content pack {#itsm-proc-opti-content-pack__temp-itsm}

{#itsm-proc-opti-content-pack__table_template_overview__entry__3}

| Content pack | Template name | Table |
|-|-|-|
| ITSM | Standard template for Incidents | incident |
| ITSM | Standard template for Incidents: State analysis | incident |
| ITSM | Standard template for Incidents: Assignment group analysis | incident |
| ITSM | Standard template for Problems | problem |
| ITSM | Standard template for Change requests | change_request |
| ITSM | Standard template for Requested items | sc_req_item |
[ ]

{#itsm-proc-opti-content-pack__table_template_overview}

## What you get with this content pack {#itsm-proc-opti-content-pack__value-itsm}

This content pack analyzes your Incident, Problem, Change, and Request Management processes, including related work on requested item and change tasks. It gives you visibility into common process issues, such as:

* Cases that take longer than expected to resolve
* Rework, such as incidents that get reopened or bounced back between teams
* Deviations from the expected process flow
* Work that stalls in a particular state or with a particular team longer than expected
* **[Cluster analysis configurations for ITSM work items](https://www.servicenow.com/docs/MUzjrDtdrZ2wvS2_a3XvfA)**   
  The Process Mining application provides solution definitions for incidents, problems, change requests, and requested items. You can use these definitions to configure cluster analysis for those work items.
* **[Configure KPIs for ITSM work items in the Process Mining dashboard](https://www.servicenow.com/docs/Ys1MxMZgrXFZtg5RSjgSaA)**   
  Add the desired Key Performance Indicators (KPIs) to monitor the performance of the ITSM work items in the Process Mining Summary and insights page. Remove the indicators that you no longer want to use.
* **[Configure ITSM insights in the Process Mining dashboard](https://www.servicenow.com/docs/j4lNntyvzcLrgGG~cUYRCA)**   
  Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.