Key features of Process Mining

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Key features of Process Mining

    Process Mining in ServiceNow enables customers to automatically discover, analyze, and improve business processes by mining data from process tables and activities. It provides intuitive visualizations, insights, and collaboration tools designed to enhance process performance and support continual optimization.

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    Key Features

    • Automated process discovery: Define projects by selecting process tables, activities, and breakdowns (filters) to mine and analyze specific business process steps and categories such as volume and conformance.
    • Summary and insights page: Quickly view key performance indicators (KPIs), an overview of improvement opportunities, and detailed lists to prioritize actions.
    • Analyst workbench page: Visually analyze workflows using interactive process maps, filters, and prebuilt metrics. It includes process variation, bottleneck detection, and machine learning (ML) or rule-based insights. Self-loops and duplicate audits are automatically removed for clarity.
    • Easy collaboration and sharing: Share projects with stakeholders and collaborate using notes and screenshots directly within projects to facilitate teamwork.
    • Integrated continual optimization: Create and track statuses of improvement initiatives integrated with Continual Improvement Management to ensure ongoing process enhancements.
    • Integration with Performance Analytics and Benchmarks: Combine process mining with Performance Analytics for root cause analysis of low-performing indicators and leverage predefined ITSM content packs for faster implementation.
    • Compare processes: Investigate differences or deviations between multiple process projects to identify causes and opportunities.
    • Multi-dimensional processes: Support multi-table mining for hierarchical, comprehensive views into process dependencies across related datasets.
    • Bottleneck analysis: Identify and analyze activity transitions that cause delays or constraints within processes.
    • ML-based clustering: Use machine learning to group similar records into clusters to recognize patterns and insights.
    • Quick analysis from lists and reports: Perform process mining directly on any platform list or report, useful for scenarios like poor SLAs or customer satisfaction scores.

    What Customers Can Expect

    ServiceNow Process Mining equips customers with tools to automatically map and analyze their business processes, identify performance bottlenecks, and uncover improvement opportunities. Integration with Performance Analytics and Continual Improvement Management ensures data-driven, actionable insights are continuously leveraged to optimize operations. The solution supports collaboration among stakeholders and provides best practice content for ITSM processes, accelerating time to value and enabling comprehensive, multi-dimensional process analysis.

    Some key features of Process Mining are listed in this topic.

    Automated process discovery

    Define a project by selecting a process table, and the activities and breakdowns that you want to mine. You can choose to edit a project in the Project Builder too.

    Configure at least one activity definition for your business process. An activity defines the different steps that can occur as part of your business process.

    You must configure a breakdown that acts as a filter and provides insights into the categorical volume, velocity, and conformance.

    Summary and insights page
    Quickly understand process performance. From the Summary and insights page, view key performance indicators, improvement opportunities overview, and list of improvement opportunities. For more information, see Summary and insights page.
    Analyst workbench page

    Analyze business workflows visually with the interactive process map, explorative filter panel, and prebuilt performance metrics. You can see process variation, breakdowns, bottleneck analysis, and ML and smart rule-based insights. Also, all duplicate audits are removed, and that removes all self-loops in the graph. For more information, see Analyst workbench page.

    Easy collaboration and sharing

    Share projects with stakeholders and collaborate with notes and screenshots within a project. For more information on sharing projects, see Share a Process Mining project. For more information on creating notes, see Adding notes to a project.

    Integrated continual optimization

    Create and view statuses of improvement initiatives. For more information, see Integration with Continual Improvement Management.

    Integration with Performance Analytics and Benchmarks
    Compare processes

    Compare processes to investigate performance differences or deviations. For more information, see Comparing projects.

    Multi-dimensional processes

    Multi-dimensional processes refer to mining a hierarchy of tables. It’s a multi-table mining. It’s used for a more comprehensive view into process dependencies. For more information, Configure multi-dimensional mining.

    Bottleneck analysis
    View activity transitions you’ve defined with the bottleneck analysis feature. For more information, see Viewing business insights.
    Analyze processes using ML-based clustering
    Group similar records into machine learning pattern-identified clusters. For more information, see Cluster analysis.
    Quickly analyze the processes behind performance indicators and record lists
    Easy-to-see process behind scenarios such as bad service level agreements or CSAT scores. Run the analysis from any platform list or report.