Process Mining for Field Service Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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 critical processes linked to their KPIs and identify bottlenecks in work order tasks. This integration generates business process flows from work order task audit trail data, enabling process owners to conduct detailed analyses and discover insights that improve operational performance.

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    Activation requires the Process Mining Content Pack for FSM (com.snc.fsmprocessoptimization) plugin, which provides a tailored experience for FSM process optimization.

    Roles and Access

    Users with appropriate roles can access the Analyst Workbench to visualize process workflows and leverage analytical tools focused on customer service cases. The essential roles for using the Process Mining Content Pack for FSM include:

    • snprocessoptimizationviewer
    • snprocessoptimizationadmin
    • snprocessoptimizationanalyst
    • snprocessoptimizationpoweruser

    Optimization Project for Work Order Tasks

    The content pack includes a predefined project featuring a Work order tasks process model, which filters work order tasks from the last two quarters by default. Customers can use this project as-is or customize it to fit their unique needs.

    Key components include:

    • Activity definitions: Track state transitions of tasks, such as moving from "work in progress" to "solution proposed."
    • Breakdown definitions: Filter and analyze process maps by categories like agents, assignment groups, and locations for more granular insights.

    Integration with Continual Improvement Management (CIM)

    If CIM is enabled, customers can link Process Mining projects with CIM initiatives directly from Analyst Workbench. This linkage facilitates tracking and managing ongoing improvement efforts related to work order tasks, streamlining continual process enhancements.

    Integration with Performance Analytics (PA)

    When Performance Analytics is enabled, customers can access Process Mining views directly from PA indicators based on work order task data, providing seamless navigation between performance metrics and deep process analysis.

    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).