Process Mining for Field Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Process Mining for Field Service Management

    Integrating the Process Mining application with the Field Service Management (FSM) application allows ServiceNow customers to analyze key performance indicators (KPIs) and identify bottlenecks within work order tasks. This integration leverages audit trail data to create visual business process flows, enabling process owners to perform detailed analyses and gain insights that improve operational efficiency and business outcomes.

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    Key Features

    • Process Mining Content Pack for FSM: Activated via the com.snc.fsmprocessoptimization plugin, this pack provides a pre-built optimization project focused on work order tasks. It includes predefined process models, activity definitions (e.g., task state transitions), and breakdown definitions for filtering by agents, assignment groups, or locations.
    • Roles Required: To access and analyze the process data through the Analyst Workbench, users need one or more of the following roles: snprocessoptimizationviewer, snprocessoptimizationadmin, snprocessoptimizationanalyst, or snprocessoptimizationpoweruser.
    • Configurability: Customers can use the default work order tasks project that filters data for the past two quarters or customize the process models and activity/breakdown definitions to fit specific business needs.
    • Integration with Continual Improvement Management (CIM): When CIM is enabled, improvement initiatives related to work order tasks can be tracked and linked automatically to Process Mining models within the Analyst Workbench, supporting ongoing process enhancements.
    • Integration with Performance Analytics (PA): If the Performance Analytics application is enabled, customers can open the Process Mining application directly from PA indicators based on work order task data, facilitating seamless analysis of performance metrics.

    What Customers Can Expect

    • Enhanced visibility into work order task processes through visualized workflows and detailed data analysis.
    • Identification of bottlenecks and inefficiencies in field service operations, enabling targeted process improvements.
    • Capability to tailor process mining models and filters to specific organizational contexts, improving relevance and applicability.
    • Streamlined tracking and management of improvement initiatives through integration with CIM.
    • Improved performance monitoring by connecting Process Mining insights with Performance Analytics indicators.

    Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with work order tasks.

    Process Mining for FSM creates business process flows from the work order task data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.

    Use Process Mining Content Pack for FSM (com.snc.fsm_process_optimization) plugin to activate Process Mining Content Pack for FSM. For more information, see Additional plugins for Field Service Management.

    End user and roles

    If you have the required roles, you can use Analyst Workbench to access the visualized process workflow data, and tools for analyzing the data related to customer service cases. For more information, see Overview of the Analyst Workbench.

    The following roles are required for using the Process Mining Content Pack for FSM.
    • sn_process_optimization_viewer
    • sn_process_optimization_admin
    • sn_process_optimization_analyst
    • sn_process_optimization_power_user

    Optimization project for work order tasks

    The Process Mining Content Pack for FSM adds a pre-built project that includes a predefined Work order tasks process model definition for work orders. By default, the Work order tasks project filters work order tasks for the last two quarters. You can also configure a new process project based on the pre-built project.

    The Work order tasks process model definition includes default activity definitions and breakdown definitions for work order tasks that you can use as they are or modify them for a custom configuration.
    • Use activity definitions to understand state transitions such as tasks transitioning from the work in progress state to the solution proposed state.
    • Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the work order tasks data by agents, assignment groups, and locations.

    Continual Improvement Management initiative for work order tasks

    If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for work order tasks. The improvement initiative and Process Mining model are automatically linked. For more information, see Integration with Continual Improvement Management.

    Performance Analytics for work order tasks

    If the Performance Analytics application is enabled, you can also use the available template configurations to open the Process Mining application from a Performance Analytics (PA) indicator based on the work order task data. For more information, see Integration with Performance Analytics (PA).