Configure ITSM insights in the Process Mining dashboard

---
title: Configure ITSM insights in the Process Mining dashboard
description: Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/application-development/process-mining/configure-insights-itsm-po.html
release: brazil
product: Process Mining
classification: process-mining
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ITSM, Automatic content pack delivery, Activate content packs, Activate, Process Mining, Discover, AI Workflow Factory Prime, Agentic app development, Building applications]
---

# Configure ITSM insights in the Process Mining dashboard

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

## Before you begin

**Important:** This feature is included with the Process Mining ITSM content pack, which is delivered automatically when ITSM is installed on your instance. For more information, see [Automatic delivery of content packs](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/application-development/process-mining/process-mining-content-pack-delivery.md).

Role required: sn\_process\_mining\_power\_user

## About this task

## Procedure

1.  Navigate to **All** > **Process Mining** > **Process Configurations**.

2.  [Configure the desired finding definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/now-intelligence/view-business-findings.md).

    The insights filters listed in the following table are available by default.

<table id="table_jc3_pzy_2qb"><thead><tr><th>

Work item

</th><th>

Insights filters

</th></tr></thead><tbody><tr><td>

Incident

</td><td>

-   Multihop issue
-   Solution rejection issue
-   Misuse of On Hold state
-   SLA missed issues


</td></tr><tr><td>

Problem

</td><td>

-   Problem was canceled
-   Problem risk was accepted
-   Resolved problem was reanalyzed
-   Problem fix not completed
-   Problem reopened


</td></tr><tr><td>

Change requests

</td><td>

-   Model is changed in the process
-   Pre-approved change requests
-   Failed change requests


</td></tr><tr><td>

Requested items

</td><td>

-   RITM state is closed incomplete or closed skipped
-   Multihop: RITM going through two or more reassignment


</td></tr></tbody>
</table>    When the finding rules are updated, you can view that in the Insights section in the dashboard.

3.  On the Summary and insights page, for the selected insight:

    -   To perform process analysis, select **Process Analysis**. You can view the Process Mining map with the applied filters.
    -   To perform cluster analysis, select **Cluster Analysis**. Select **View cluster** to view the results. For more information, see [View a cluster analysis](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/now-intelligence/cluster-analysis.md).

**Parent Topic:**[Content pack for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/application-development/process-mining/itsm-proc-opti-content-pack.md)