Process Mining

When generating or sharing a project, Process Mining honors the access control rules (ACLs) for the table.

Request Process Mining for external data application to import external data and work with it within ServiceNow instance.

Map process steps to stakeholder responsibilities using AI, enabling advanced Process Mining features.

Activate the Process Inefficiency Highlights skill to be able to use ServiceNow Otto for Process Mining to generate highlights for improvement opportunities.

Activate the Intent and Activity Analysis skill to use AI to understand the intent of the requester and gain insight into the related tasks and actions needed to complete the tasks.

Activate the Tsransition Work Notes Analysis skill to be able to use ServiceNow Otto for Process Mining to analyse work notes.

Some Process Mining content packs require manual activation to access prebuilt templates and process configurations for specific areas of your business. You can activate these content packs from the application list on your instance. While many other content packs are automatically installed.

Process Mining is available with ServiceNow AI Platform. With the free version, you can do only sample mining. You need a license to do full mining.

Use AI to generate a suggestion for the process configuration fields for a table, instead of selecting each field manually.

Activate Process Mining to use the application and benefit from it.

Use the Activity Definition form to report on steps that occur within your business process.

The custom fields form as breakdown filters when viewing the process graph. Without custom fields, there won't be any breakdown filters.

Use cases are common patterns that you may be interested in your analysis. Once enabled, they’re automatically configured for the project.

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

See your business processes and workflows as visualizations from the Process Mining workspace.

View your visualized workflow project for insights and improvement opportunities in your business process.

Visualize and analyze your business flows from automated process data, and act on those insights.

Add, view, and remove notes for a project to help manage tasks, ideas, and insights. Tag others to notify them to view a note.

Refine your project visualization to show the KPIs and metrics that are more relevant to your process goals.

Apply a process step filter on a selected node or connection.

Associate an existing improvement initiative with a project.

Use the Create Improvement opportunity definition form to create an automated finding definition from the Finding Builder.

Find where and why inefficiencies occur within your processes using automated root cause analysis.

Configure a ping-pong definition to view a pattern where a record bounces back and forth between two steps without interruption.

Automated improvement opportunities highlight potential areas for process optimization based on a set of prebuilt patterns.

Set the breakdown definitions that act as filters for your project. Breakdown definitions are used to filter and analyze the data based on specific criteria or attributes. These definitions enable you to break down the analysis into smaller subsets, focusing on specific dimensions or perspectives of the process.

Add a child or related table to track an activity from a related process.

The Process Mining application provides solution definitions for demands, that you can use to configure cluster analysis.

When identifying an activity, connection, improvement opportunity, or route as a potential bottleneck, view clusters of keyword descriptions and assignment groups to gain insights.

Compare records, routes, average case duration, and transitions of two side-by-side projects.

Comparing projects side by side enables you to investigate performance differences or deviations from an ideal route.

Several types of components are installed with activation of the com.sn_po plugin, including tables, user roles, and scheduled jobs.

Configure a Process Mining map to view the process graph in the PAR dashboard.

Configure automated root cause analysis from the process configuration record.

Configure ServiceNow Otto for Process Mining to use the feature.

Report on steps that occur within your business process.

Add a breakdown to filter records and analyze a process map by categories.

Configure improvement opportunities for a process table so that any project that is based on the process table has improvement opportunities configured. You must configure improvement opportunities for your project.

Configure rule definitions for demands to discover insights in the Summary and insights page.

Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.

Configure intent and activity analysis for a process table so that any project that is based on the process table has work notes analysis configured.

Add the desired Key Performance Indicators (KPIs) to monitor the performance of the ITSM work items in the Process Mining Summary and insights page. Remove the indicators that you no longer want to use.

Add the desired Key Performance Indicators (KPIs) to monitor the performance of the SPM work items in the Process Mining Summary and insights page. Remove the indicators that you no longer want to use.

Use multi-dimensional mining to identify inefficiencies and improve performance by evaluating data from multiple related tables.

Configure work notes analysis for a process table to view the work notes analysis for a project based on that process table.

Configure transition work notes analysis for a process table so that any project that is based on the process table has transition work notes analysis configured.

Configure an improvement opportunities to view the insights on the Summary and insights page.

Create a process configuration using content pack templates. Selecting content packs helps to use the default configuration to create your projects.

Copy an existing definition to apply its related configurations to a new project definition.

Filter analyst workbench projects that you create, shared with you or all.

Create case records for the imported data as it is important for creating a project and mining it. Without a record table, a project can’t be created.

Create a filter set to be able to apply your current filter selections to the same process map later.

Define a mandatory filter condition for a table to prevent projects from being configured in ways that consume more mining capacity than necessary.

Create an improvement initiative associated with the project you're analyzing in Process Mining.

Create a process configuration for a table to use the same default configuration whenever you use the table to create your projects.

Configure and manage the project status and outline of the process you want to analyze.

Create a project with the imported external data. You must mine the project to analyze your data and improve your processes.

Create an audit table to store data. Audit table is a staging table that is created with the required columns to populate the external data.

Generate a Task Mining project analysis from the Process Mining Workspace by selecting a process flow node.

Create a Process Mining template to reuse a Process Mining project configuration and reapply it across your organization without the need of creating it everytime.

Create a process step filter to meet your needs and apply it to view the result on the process graph.

Process configurations include process preferences that activate features in the Process Mining workspace and assist in the creation of projects. Having complete process configurations enables you to independently create projects and quickly gain insights, even without prior process mining knowledge. This enhances the scalability of process mining across the organization.

Using the Process Mining content pack for Customer Service Management enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

The Process Mining properties page provides configuration options for Process Mining.

Create and mine a project using the Project Builder to analyze and optimize your business processes. Create a template to reuse it when you want to use the same project conditions multiple times. In the Project Builder, the entire process is broken down into three sections and an overview to make the task easier and more efficient.

Remove an associated improvement initiative from a project once you complete or cancel the relevant task.

Domain separation is supported in Process Mining. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

Edit or delete a project. Delete a project if you aren't using it and want to clean up data. Deleting a project deletes the project's configurations and versions or projects it has generated.

Edit a Process Mining template mapping to make updates as required.

Edit a process step filter if you want to make any changes to it.

Change the name of a project version for easier referencing when viewing and comparing.

Process Mining offers four evaluation projects to help you understand the product functionality with your own data. The Process Mining plugin (sn_po) is activated by default in all your production instances enabling you to use the evaluation projects.

Process Mining evaluation project for Customer Service Management (CSM) enables you to familiarize with improving your process with Process Mining capability.

Process Mining evaluation project for Human Resources (HR) enables you to familiarize with improving your process with Process Mining capability.

Process Mining evaluation project for Incident Management enables you to familiarize with improving your process with Process Mining capability.

Process Mining evaluation project for Security Incident enables you to familiarize with improving your process with Process Mining capability.

Analyze a process for work order tasks and identify bottlenecks to minimize delays in the workflow for a better customer experience.

Use ServiceNow ServiceNow Otto for Process Mining to minimize time, maximize effort, and reduce complexity in project setup, identifying bottlenecks and retrieving process inefficiencies.

Use Process Mining to analyze and optimize business processes.

Export a process to Playbooks to use the advanced features available from Workflow Studio to improve your processes. This feature works with AI.

Use the data available outside of ServiceNow environment in Process Mining to optimize your processes and solve business problems. To use external datasets, you must first import them into ServiceNow environment.

Configure an extra-step definition to view a pattern where routes differ by one additional step.

To refresh the data for a project, mine the project from the Analyst Workbench.

Configure an extreme duration (Transition) definition to view a pattern where transitions take significantly longer than the usual duration between the steps.

Configure an extreme duration (Node) definition to view a pattern where records stay in a step for a significantly longer duration than usual.

Configure an extreme repetition definition to view a pattern where a transition repeats more than the usual repetition range between the steps.

Configure an extreme touchpoints (Node) definition to view a pattern where a step requires unusually large number of record updates than the normal range to progress to any next step.

Create filters from the preset filters after selecting the Select quick starter from Process steps in Analyst workbench.

Set filter conditions to limit the scope of your analysis.

Create filters manually after selecting the Start from scratch option from Process steps in Analyst workbench.

Apply filters to refine and drill into specific aspects of your process map.

Use the Create Improvement opportunity definition form to create a finding definition from the Finding Builder.

Edit improvement opportunities from the Opportunity details page to configure improvement opportunities for the project.

Use AI to generate a suggestion for the process configuration fields for a table, instead of selecting each field manually.

Generate highlights for the improvement opportunities to optimize your processes.

After you’ve configured the data you want to visualize, you can begin mining the project.

Configure a high touchpoints (Node) definition to view a pattern where a group of records in a step gets updated more often compared to another group to progress to any next step.

To work effectively with process inefficiency highlights using AI, you must activate the process inefficiency highlights skill and configure improvement opportunities for the process table and the project.

Using the Process Mining content pack for HR Service Delivery enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.

Idle time analysis focuses on the periods when a case is assigned to a team but not yet assigned to a specific resource. This is the time during which the case remains inactive, waiting for someone to take action.

Configure the Key Performance Indicators (KPIs) for this process.

Import external dataset into the audit table to start working with the data in Process Mining.

Process Mining analyzes process data from your ServiceNow instance by default. However, if your organization runs processes in external systems such as Workday or Salesforce, you can import that data into Process Mining to analyze those processes alongside your ServiceNow data.

Import improvement opportunities as templates into the project associated with the table. Improvement opportunities from the parent table that are in Active state are available for import. If you don’t import the improvement opportunities from the process table, the improvement opportunities aren’t used during project mining.

Use the data available in Workday or Salesforce to optimize your processes and solve business problems. To use these datasets, you must first import them into ServiceNow environment.

Set improvement opportunities for process tables using the Finding Builder.

Set improvement opportunities to find areas of improvement by which teams could optimize a process. You can either select from a list of rules available to you or set your own rules. Based on the rules set by you, you can view your areas of improvement.

Create a library of inefficiencies to identify the improvement opportunities for your project.

View, create, and associate improvement initiatives from within the Process Mining application.

Install the content pack to copy the process configurations set for the content pack to your process configuration.

Request Process Mining for Salesforce to import the data and work with it within the ServiceNow instance.

Request Process Mining for Workday to import the data and work with it within the ServiceNow instance.

Using Process Mining with Platform Analytics indicator data sources enables you to perform data extraction from an indicator and analyze processes associated with KPIs such as Time to resolve.

Integrating with the ServiceNow Continual Improvement Management application enables you to create a request once you have identified an improvement opportunity.

Use Process Mining throughout the continuous improvement life cycle to consistently and accurately analyze processes.

Using the Process Mining content pack with Financial Services Operations (FSO) enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with FSO cases.

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

Use the Task Mining integration to create Task Mining projects and run analyses directly from the Process Mining Workspace.

Integration with Automation Center enables you to access the automation requests from the Automation Center Workspace.

The Strategic Portfolio Management Process Mining Content Pack for demands provides a preconfigured Process Mining project that helps analysts and process owners understand the effectiveness of their demand processes, and also provide opportunities for continued performance improvement.

Using the Process Mining content pack for Order Management for Telecommunications and Media enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with Telecommunications orders.

The Intent and activity analysis automates the extraction and interpretation of work notes, enabling analysts to understand task patterns, identify rework, and uncover automation opportunities across end-to-end processes.

Configure investigative features to set advanced analytics features for a process.

The Process Mining application provides solution definitions for incidents, problems, change requests, and requested items. You can use these definitions to configure cluster analysis for those work items.

The ITSM Process Mining Content Pack provides templates for IT Service Management (ITSM) processes.

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

Key terms used in Process Mining.

On the KPI dashboard page, see any KPI dashboard that you have configured for your project.

From the projects landing page for Process Mining, you can access generated projects, business process insights, and Analyst workbench.

Create a Process Mining project directly from a list of records from any ServiceNow workspace.

After the audit and record tables are created with the imported data, you can use them to create a project. You can also share, edit, empty, or delete the tables.

Map a template to a table so that launching Process Mining from a Performance Analytics indicator or a list view from any workspace uses the right template.

Set the data and map filters to focus on the data as per your requirement.

Meter-based guardrails and controls help you in identifying situations when you unexpectedly exceed your entitled record count.

Set the metrics to evaluate the process better and improve the process efficiency.

Use the Project definition form to create a project.

View the process graph as a node star diagram in the Process Map component on dashboards. The node star diagram explicitly displays the activities that are coming into the selected node and the activities that are going out of the selected node.

Focus in on how activities relate to your process by refining the activities and connections views.

Process step filtering enables you to get closer views of the different routes that records go through.

Use ServiceNow Otto for Process Mining to minimize time, maximize effort, and reduce complexity in project setup, identifying bottlenecks and retrieving process inefficiencies.

To work effectively with intent and activity analysis using AI, you must activate the Intent and Activity Analysis skill and configure the intent and activity analysis for the process table and the project.

The Opportunity details page displays details about the improvement opportunities for a project. Access the page from a Process Mining project.

Generate a work notes analysis on a transition.

Use Process Mining to analyze Playbook executions and identify bottlenecks in your workflows. Process Mining works alongside Playbooks configured in Workflow Studio. By analyzing execution logs generated during playbook runs, Process Mining enables post-execution visibility into how human agents are handling playbooks.

Templates let you save a reusable Process Mining project configuration and reapply it across your organization, instead of configuring each new project from scratch.

Process Mining can import audit log data from Workday or Salesforce, so you can analyze those processes without building a custom data pipeline.

Configure custom start and end conditions for your table configuration to define which part of the process should be included in the Process Mining project and made available for analysis.

Define the kind of data or process that you want to view and analyse in your graph. You must select a specific table (parent table) that has the data that you want to analyse.

Process configuration helps you configure preferences for a process table. This configuration assists you when creating projects using the configured table. It streamlines the project creation process by providing a ready-made framework tailored to your organization's needs. Importantly, completing the process configuration allows you to independently create projects, even if you do not have prior experience with process mining.

Create process configurations using content packs to use the configuration already created for the content packs.

Configure a process to be able to generate a cluster analysis.

Describe the process to get help with further configuration and enhance the quality of the project setup and analysis.

Understand the basic attributes of the Process Mining architecture.

Starting with the Brazil release, most Process Mining content packs are delivered automatically with Process Mining and no longer require manual installation from the ServiceNow Store.

Reference topics provide additional information about the lists and forms that you use to configure and administer Process Mining.

Process Mining helps analysts and process owners quickly analyze and optimize their business processes.

Crop your process by setting the new process start condition and new process end condition. This configuration defines which part of the process should be included in the Process Mining project and made available for analysis. The Create new process start and end condition forms have the same fields.

Create a project using agentic AI data to understand any bottlenecks and inefficiencies caused when using agentic AI in your processes.

Set improvement opportunities for projects to find areas of improvement by which teams can optimize a process. You can either select from a list of rules available to you or set your own rules. Based on the rules set by you, you can view your areas of improvement.

The process details page for Process Mining provides access to high level insights and opportunities in addition to the interactive visualized process map.

Set up recommendations to simplify project creation and get help in the analysis.

Configure a repeating pattern definition to view a pattern with a series of repeating sequence of steps.

Generate a cluster analysis on an activity, connection between activities, route, or an improvement opportunity.

In cases when a configuration issue or clustering solution change occurs, you can schedule a followup cluster analysis.

If a work notes analysis fails for some reason, you can resubmit it.

After you’ve created the project by setting the objectives, scoping the analysis, and adding improvement opportunities, it’s time to mine the project.

Review the analysis report and understand the root cause of performance issues. Use this information to optimize your processes.

Configure a rework definition to view a pattern where a step in the process is repeated.

Rule-based finding definition is a custom rule that displays improvement opportunities for a use case on the Summary and insights page.

Run the Process Mining evaluation project to familiarize with improving your process with Process Mining capability.

Generate a intent and activity analysis on a node.

Execute automated root cause analysis to optimize your processes.

Generate a transition work notes analysis on a transition.

Save a project you have tested and refined as a template, so anyone can reuse its configuration for new projects.

Activate and schedule the trigger flow on a configuration record so that Process Mining automatically pulls new audit log data at a set interval.

Schedule a Process Mining job to mine one or more projects later.

Define the data that you want to view in the graph.

Set activity definitions to determine what appears on the process graph, such as State, Assignment group, or Assigned to. This enables you to discover, monitor, and improve processes by visually identifying bottlenecks, deviations, and inefficiencies in workflows.

Define the kind of data or process that you want to view and analyze in your graph. You must select a specific table (parent table) that has the data that you want to analyze.

Choose to view the graph from the perspective of any one activity definition or all activity definitions set for the project.

Set improvement opportunities from Project Builder.

An administrator can set up Process Mining so that analysts and managers can access Analyst workbench, and create and manage projects.

Share a project so that other have access to the data, and enable a process owner to analyze further.

Using the Process Mining content pack for Security Incident Response, you can analyze inefficiencies through the life cycle of your security incidents. You can use this information to optimize the processes for your security incidents.

Configure a slow duration definition on a transition to view a pattern where a group of records take longer to transition between steps than the average duration of another group.

Configure a slow duration definition on a node to view a pattern where a group of records stays longer in a step than the average duration of another group.

Begin a side-by-side project comparison.

Edit improvement opportunities from the Summary and insights page to configure improvement opportunities for the project.

The Summary and insights page enables you to view opportunities for optimizing your process. Access the page from a Process Mining project.

Every time a Task Mining project is created from Process Mining, the project is named automatically.

Touchpoint analysis studies specific record updates within a process to identify areas of high interaction. This enables process optimization by surfacing opportunities for automation, ultimately improving performance and lowering operational costs.

Set a process step filter as a rule-based improvement opportunity for your process table or your project.

Use ServiceNow Otto for Process Mining to run work notes analysis on a transition and generate highlights on improvement opportunities.

Choose a process to optimize, generate process data, and then get visualized and actionable insights.

Verify the data that was imported and validate that the data is accurate. The success of your data mining depends on the accuracy of your imported data.

View key information about your business process from the Summary and insights page. See goals and performance indicators, and get insights on the improvement opportunities.

View a cluster analysis of the top three clusters for an activity, connection between activities, or route.

View a list of improvement initiatives created for or associated with a process project.

View metrics and activity transitions you have defined.

View activity transitions you've defined from the Bottleneck Analysis feature.

See the list of records which passed through an activity or connection to analyze data in more detail.

From the Scheduled Tasks panel, view statuses and access the results of on-demand scheduled mining tasks, such as a requested cluster analysis or applied filter view.

Set improvement opportunities to find areas of improvement by which you could optimize a process. You can either select from a list of rules available to you or set your own rules. Based on the rules set by you, you can view your areas of improvement.

Work notes analysis helps you understand the operational reasons behind activity transitions, as recorded in work notes and comments. Typical examples include transitions from resolved to work in progress or changes in assignment groups, such as from service desk to specialist group.

To work effectively with transition work notes analysis using AI, you must activate the Transition Work Notes Analysis skill and configure work notes analysis for the process table.