Analyst workbench page

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Analyst workbench page

    The Analyst workbench page in the Process Mining Workspace enables ServiceNow customers to visualize, analyze, and optimize business process workflows. Accessible from a project’s page, it provides interactive tools and visual maps to understand process variations, transitions, and performance metrics such as touchpoints and idle times.

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    Key Features

    • Breakdowns: Create and manage filter sets on parent tables to segment data. Apply advanced transition filters and view statistics on touchpoints and idle cases across parent and child tables.
    • Variation Analysis: Explore routes taken by cases, including case counts, average duration, and the number of steps. Highlight specific routes in the process map and analyze associated touchpoints and idle cases.
    • Process Map: Visualize the entire process workflow with drill-down capability to inspect nodes and transitions. View detailed histograms on distributions, repetitions, durations, and apply filters directly from modal windows.
    • Investigative Tools: From nodes or transitions, run background scheduled analyses such as cluster analysis, work notes analysis, and automated root cause analysis to identify process improvement opportunities.
    • Customization Options: Auto-fit long node names, apply multiple activity definitions simultaneously, and selectively hide incoming or outgoing connections for multi-table projects.
    • Performance Metrics: View and filter touchpoints and idle time cases on nodes and transitions, with histogram visualizations to better understand bottlenecks and process delays.

    Practical Benefits

    ServiceNow customers can use the Analyst workbench to gain deep insights into how business processes operate, identify inefficiencies, and target areas for improvement through data-driven analysis. The integration of visual maps with filtering and advanced analysis tools facilitates faster, more informed decision-making and continuous process optimization.

    Additionally, much of the process map functionality can be replicated in configurable dashboards, enabling flexible reporting and monitoring tailored to organizational needs.

    View the visualized process map with tools for managing visualizations and performing analysis tasks from a project's page.

    Access the Analyst workbench

    From Analyst workbench, you can access visualized process workflow data and tools for analyzing the data.

    To access Analyst workbench:
    1. Navigate to Workspaces > Process Mining Workspace.
    2. Open a project, and navigate to Analyst workbench.
    Analyst workbench view

    Breakdowns

    Use the Breakdowns tab to create and delete filter sets, and set advanced filter conditions.

    Note:
    You can apply breakdown filters only on parent tables. However, the breakdown statistics are available on both child and parent tables.
    		 Breakdown filter tab within the Analyst workbench

    Use the Filter breakdowns icon (Filter breakdown) to filter your breakdowns based on criteria you select in the

    		 Filter breakdowns modal within the Analyst workbench
    Use the Transitions button to define advanced filters on your transitions. For details on this process, see Apply a transition filter on an activity.
    Add activity conditions using the Transitions filter

    You can also view the number of touchpoint records from the Breakdowns tab by selecting the columns.

    		 Touchpoint records from Breakdowns tab

    You can also view the number of idle case records from the Breakdowns tab by selecting the columns.

    		 Idle case records from Breakdowns tab

    Variation analysis

    Use the Variation tab to view the routes taken by your records, the number of cases, average duration, and number of steps involved in each route. Select a route to highlight the route in the process map.

    		 Variations tab within the Analyst workbench

    View the number of touchpoints from the Variations tab by selecting the columns.

    		 Touchpoints from the Variations tab

    View the number of idle case records from the Variations tab by selecting the columns.

    		 Idle time from the Variations tab

    Process map

    Use the Process map to view a visualized map of your project. Within the map, you can drill down into your business process to better understand and optimize them. The process map also displays routes according to the KPIs you want to view or measure.

    		 Process map within the Analyst workbench

    Select a node or transition line within the map to view additional details about the selected item in a modal window.

    These windows contain bar chart histograms displaying additional information.
    • Select a node to view distribution or repetition information.
    • Select a transition line to view duration or repetition information.

    Select a bar, and select Apply as filter to filter by these results.

    For more information on using this tool, Refining a process map.

    When you select a node, the modal window displays the outgoing and incoming distribution of records via the selected node.

    This information is displayed in the Records from and Records to collapsible sections.

    From the Investigate drop-down, you can also view the relevant records, run cluster analysis, root cause analysis, or apply a transition. These tasks are run using scheduled tasks that run in the background.

    Details of a node or transition line

    Records from, to, and Investigate options in Analyst workbench

    When you select a transition line, the modal window displays the occurrences, repetitions, and duration for the transition.

    From the Investigate drop-down, you can also view the relevant records, work notes analysis, run cluster analysis, root cause analysis, or apply a transition. These tasks are run using scheduled tasks that run in the background.

    For information on each analysis, see the following topics:
    		 Transition line details
    If a node name is long and is being truncated, you can view its full name. From the Modal Options window, Auto fit node names option. Auto-fit nodes
    You can apply multiple activity definitions in one view. Select multiple activity definitions from the Views area, and select Apply view. Applying multiple activity definitions in one view

    You can chose to hide only incoming arcs, only outgoing arcs, or both.

    From Modal Options, select Hide incoming connections, Hide outgoing connections, or both to view the connections as per your need.

    Note:
    This option is available only for multi-table projects.
    		 Hide incoming and outgoing arcs
    You can view the number of touchpoints for the project from the process map.

    Select a transition and view the details to know how many touchpoints took place between the selected steps.

    Select a node and view the details to know how many touchpoints took place until the record moves to any next step. You can view the histogram distribution of touchpoints on the node.

    		 Touchpoints from the process map
    You can view the number of idle time cases for the project from the process map.

    From the model options, filter the view by a team (preferrably Assignment group). Select a node, and view the details to know the total idle time cases. You can view the histogram distribution of idle time on the node.

    		 Idle time cases from the process map
    Note:
    You can reproduce most of the functionality of a process map in a dashboard on a configurable workspace. For more information, see Configure a Process Mining map on a dashboard.