Process Mining The Business Challenge Current Process Mining methodology is time-consuming, expensive, and bears highly uneven results. That current methodology is extremely manual and includes looking at KPIs/Reports, holding process mapping workshops, hiring consultants and attempting to find consensus on where to improve and automate. IT leaders are struggling to optimize processes. To do so they need a new level of process understanding and v isibility. Without it, they can’t identify opportunities for improvement, or areas suitable for smart automation. Today’s organizations have a difficult time in proactively finding improvement and automation opportunities to drive continual optimization across IT Serv ice Management (ITSM). IT leaders spend a lot of time digging for data and are limited by rigid tools as they struggle to gain process level transparency. They are slowed by pulling together information and reports from disparate systems to look at snapshots of historical data and outdated process maps. This process is a constant suboptimal experience of manual labor and frustration, which affects both manager satisfaction and executive understanding and resource prioritization. The ServiceNow Solution Serv iceNow Process Mining (PM) on the Now Platform creates business process flows from the data in audit trails for quick, in-depth analysis of business processes. Armed with complete v isibility into process flows, you gain the ability to instantly monitor and analyze performance, find conformance issues, and continually optimize and improve. Process Mining provides an X-ray for process, prov iding v isibility into a process with one-click. Use it to uncover process bottlenecks, weak spots, and find areas for automation and optimization potential. This enables proactive process assessment and continual optimization of ITSM processes based on data driven facts. Overview PO is made available as part of Serv iceNow’s Enterprise packages for IT Serv ice Management (ITSM), Customer Serv ice Management (CSM), Telecommunications Service Management and Financial Serv ices Operations (FSO). Benefits Discover processes to fine-tune and get work done by measuring and improving serv ice delivery in alignment with SLAs and customer expectations Achieve top performance with the ability to v iew performance across your organization and use machine learning to improve workgroup results Increase efficiency and streamline workflows by quickly finding and removing costly variants in core business processes Achieve continuous excellence through deep process knowledge, monitoring, and automation The ServiceNow Difference Native process mining provides one click process discovery across all Serv iceNow Processes with the ability to mine multiple linked process and identify bottlenecks quickly using AI/ML powered analysis. Integrated continual optimization workflow, easy collaboration and sharing of knowledge, and automated process insights to drive improvement actions. Uncover hidden inefficiencies with a push of a button using process data from audit t rails. Process Discovery & ML based Automation Discovery Streamline business process flows via process mining and uncover hidden inefficiencies with a push of a button using process data from audit trails. Owners can easily measure the benefits achieved by comparing pre-automation and post automation improvements Process map and comparison See a v isual representation of process flows side-by-side to identify bottlenecks for improvements, as well as performance over time. Interactive process graphs show all executed workflows and provide insight into where to prioritize resources due to differences in complexity and approach. Process insight dashboard View process summary and actionable insights to reduce efficiency leaks at a glance from a single dashboard. Highlight unwanted transition/process variation and easily customize to meet process objective. Continual Improvement Management (CIM) Integration Discover best practices among your departments and opportunities for improving your processes. Easily submit improvement initiatives in the PO workbench, maintain v isibility into status of previously requested CIM, and track business value. AI powered root cause analysis Use integrated machine learning clustering to identify and remediate process inefficiencies faster. Understand the specific attributes (assignment group, category, location, etc.) behind what is causing a problem. Take action by creating continual improvement plans. Linked process analysis Discover and map related processes (and sub-processes) for a complete view of how they connect to and impact each other. By linking Incident, Problem, and Change, you can get a complete picture and v iew these related processes in a single model. Conformance Check Business process conformance checking allows users to compare pre-defined process models with actual process execution as recorded in the audit trails. Advanced Insight Rule Engine Leverage logic to find “out of compliance” and unexpected process behaviors with the ability to create rule-based returns (e.g. time, value). Collaboration and sharing Ability to share process map for collaboration and process improvement. A side panel option enables note creation and sharing. Enable governance and control based on PO roles and eliminate unnecessary emails, spreadsheets, and phone calls. Performance Analytics integration Investigate poorly performing KPI metrics for faster root cause analysis. Automatically v iew process maps associated with specific KPIs. Process Mining Key Features Projected Process Mining savings Discover and mapping: 4 weeks reduction on time spent on manual processes per year1 Process Assessment: $20k saved on process assessment consultants per year1 Continual process optimization: $30k saved versus using siloed tools1 Monitoring and reporting: $20k saved versus manual processes1 © 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-DataSheet-Process-Mining-082323 servicenow.com