Key features of Process Mining

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Key features of Process Mining

    Process Mining in the Zurich release enables ServiceNow customers to automatically discover, analyze, and optimize business processes using data-driven insights. It helps customers visualize workflows, identify bottlenecks, and collaborate on improvement initiatives to drive continual optimization of their IT and business services.

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    Key Features

    • Automated process discovery: Define projects by selecting process tables, activities, and breakdowns to mine. Configure activity definitions reflecting business steps and breakdowns that filter and provide insights into volume, velocity, and conformance.
    • Summary and insights page: Quickly view key performance indicators, improvement opportunities, and performance overviews to understand process health.
    • Analyst workbench page: Visualize workflows with an interactive process map, filters, and prebuilt metrics. Analyze process variations, breakdowns, bottlenecks, and leverage machine learning and smart rule-based insights. Duplicate audits and self-loops are automatically removed for clearer analysis.
    • Collaboration and sharing: Share projects with stakeholders and collaborate within projects through notes and screenshots to facilitate teamwork.
    • Integrated continual optimization: Create and track improvement initiatives directly linked to Process Mining findings.
    • Integration with Performance Analytics and Benchmarks: Combine Process Mining insights with Performance Analytics to perform root cause analysis on low-performing indicators.
    • Predefined best practice content: Utilize out-of-the-box ITSM Process Mining projects and improvement initiatives to accelerate time to value.
    • Process comparison: Compare different process projects to investigate performance variations and deviations.
    • Multi-dimensional processes: Mine hierarchical, multi-table processes for a comprehensive view of process dependencies.
    • Bottleneck analysis: Identify and analyze activity transitions that create bottlenecks in workflows.
    • ML-based clustering: Group similar records into clusters identified by machine learning to detect patterns and anomalies.
    • Easy process analysis from platform lists: Run Process Mining analyses directly on lists or reports related to performance issues such as SLA breaches or customer satisfaction scores.

    Key Outcomes

    By leveraging these features, ServiceNow customers can gain actionable insights into their business processes, identify areas for improvement, and collaborate effectively to implement optimization initiatives. This leads to better process transparency, reduced inefficiencies, improved service levels, and accelerated continuous improvement.

    Some key features of Process Mining are listed in this topic.

    Automated process discovery

    Define a project by selecting a process table, and the activities and breakdowns that you want to mine. You can choose to edit a project in the Project Builder too.

    Configure at least one activity definition for your business process. An activity defines the different steps that can occur as part of your business process.

    You must configure a breakdown that acts as a filter and provides insights into the categorical volume, velocity, and conformance.

    Summary and insights page
    Quickly understand process performance. From the Summary and insights page, view key performance indicators, improvement opportunities overview, and list of improvement opportunities. For more information, see Summary and insights page.
    Analyst workbench page

    Analyze business workflows visually with the interactive process map, explorative filter panel, and prebuilt performance metrics. You can see process variation, breakdowns, bottleneck analysis, and ML and smart rule-based insights. Also, all duplicate audits are removed, and that removes all self-loops in the graph. For more information, see Analyst workbench page.

    Easy collaboration and sharing

    Share projects with stakeholders and collaborate with notes and screenshots within a project. For more information on sharing projects, see Share a Process Mining project. For more information on creating notes, see Adding notes to a project.

    Integrated continual optimization

    Create and view statuses of improvement initiatives. For more information, see Integration with Continual Improvement Management.

    Integration with Performance Analytics and Benchmarks
    Compare processes

    Compare processes to investigate performance differences or deviations. For more information, see Comparing projects.

    Multi-dimensional processes

    Multi-dimensional processes refer to mining a hierarchy of tables. It’s a multi-table mining. It’s used for a more comprehensive view into process dependencies. For more information, Configure multi-dimensional mining.

    Bottleneck analysis
    View activity transitions you’ve defined with the bottleneck analysis feature. For more information, see Viewing business insights.
    Analyze processes using ML-based clustering
    Group similar records into machine learning pattern-identified clusters. For more information, see Cluster analysis.
    Quickly analyze the processes behind performance indicators and record lists
    Easy-to-see process behind scenarios such as bad service level agreements or CSAT scores. Run the analysis from any platform list or report.