Identifying bottlenecks using Process Mining integration with Workforce Optimization for ITSM

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get insights into your teams' performance and analyze anomalies or bottlenecks within the process when you drill down into a leaf node KPI.

    A leaf node KPI is a child KPI that cannot be drilled down further.

    Important:
    • To integrate Process Mining with Workforce Optimization for ITSM, you must enable the Process Mining plugin (com.sn_po) after you enable the Workforce Optimization for ITSM (sn_wfo_cfg_itsm) plugin from the ServiceNow Store.
    • You must enable the sn_team_perf.enable.po.wfo system property to True to enable the integration of Process Mining with Workforce Optimization for ITSM. For more information, see Workforce Optimization for ITSM integration with Process Mining.
    • You can create your own process finding definitions. You also have the option of enabling process finding definitions that have default process configurations for incidents, problems, and change requests when you install the ITSM Process Mining Content Pack (sn_itsm_po) plugin available from the ServiceNow Store. If you do not enable this plugin, you can analyze process variations but not process findings.

    For more information, see Activate Workforce Optimization for ITSM and Request Process Mining.