Content pack for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • The ITSM Process Mining Content Pack provides preconfigured Process Mining projects and improvement initiatives for IT Service Management (ITSM) processes.

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    The ITSM Process Mining content pack (sn_itsm_po) adds pre-built Process Mining project definitions for these ITSM processes:
    • Incident Management
    • Problem Management
    • Change Management
    • Request Management

    The pack also includes the predefined Continual Improvement Management (CIM) initiative for incident and change processes. The improvement initiative and Process Mining projects are automatically linked.

    To enable this content pack, go to the ServiceNow Store. For more detail, see Activate Process Mining content packs.

    Dashboards

    You can use the default KPI dashboard for projects in the ITSM Process Mining Content Pack. You can also create dashboards and add elements to them as per your requirements.