Integration with Benchmarks

Integrating with ITSM Benchmarks enables you to analyze processes relevant to your KPIs, and create and view associated incidents.

Related concepts

• Example of Benchmarks using Process Mining
• Content pack for ITSM

Launch Process Mining from the Benchmarks dashboard

Launch Process Mining from the Benchmarks dashboard to analyze a process related to a low-performing KPI.

Before you begin

Role required: sn_bm_client.benchmark_recommendation_viewer

Activate the Process Mining plugin (com.sn_po).

Procedure

1. Navigate to All > Benchmarks > Dashboard.
2. Select the Go to Process Mining icon ().
   Note:

   If the process model required in your KPI is not available, the dashboard creates it automatically.

Example of Benchmarks using Process Mining

Understand how you can analyze a process relevant to a KPI. Create or view the status of an associated incident.

An IT analyst looks at their monthly Benchmarks report. They notice that the ‘MTTR for high priority incident’ KPI is performing negatively compared to industry peers. Their CIO wants to understand the reasons why.

The analyst selects the Go to Process Mining icon from a Benchmarks KPI. The action navigates them to the Process Mining Analyst Workbench in a new tab. They quickly discover an area needing improvement, and submit a CIM initiative. Once the CIM initiative is completed, they can see the improvement on the Benchmarks industry peer comparison chart.