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ServiceNow Process Mining

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ServiceNow Process Mining enables organizations to run in-depth process analysis on their event data, identify the root causes of poorly performing processes, detect and visualize compliance violations, monitor process performance, and support collaborative action on critical cases and performance bottlenecks.

Moreover Process Mining allows you to gain insight into your process operations without the money and time investment of typical data analytics projects. Many of the processes you seek to optimize, change, or re-automate already exist in the systems you use. The faster you discover what you have, the quicker you can apply changes that make a difference in your ServiceNow enabled business.

Benefits of ServiceNow Process Mining

Mining your ServiceNow process data is a way of extracting insights into how your business works, enabling you to drive digital transformation by improving the efficiency and effectiveness of processes across your entire organization.
You can think of process mining as the answer to the question, “Why are my processes not working as they should, and how can I make them better?”

  • Developing a constant, real-time narrative of operational health, process efficiency, and process risk;- Quickly identify bottlenecks and performance issues, making for faster and more cost-effective troubleshooting

  • Quick and easy process discovery, helping employees diagnose issues, make the best decisions, and put the right changes in place

  • Easier alignment between your underlying business processes and the demands/expectations of your customers

  • The capacity to conduct an end-to-end analysis of specific processes within your company; and identification of processes suitable for robotic process automation or other automation initiatives


Decrease incident resolution times

Process mining can drive improvement in the “as-is” incident management process by increasing visibility and transparency across IT processes. Using event data gathered during the actual response to an incident, the analytics based on this process discovery lets you examine the different working habits across teams and individuals. (This is especially useful in detecting instances of non-conformance with official policies.) Your analysis can then lead to recommendations to decrease incident resolution times and subsequently reduce the impact of IT incidents on customers and the organization’s normal functions.

Once you have fixed critical causes for bottlenecks, unnecessary costs, and risks, you can move on to addressing issues of lesser importance that still create significant costs, or keep you from further increasing your revenue. Process mining analytics can be used in an iterative way, helping you to build more and more detailed records of your business data, thus ensuring you are able to identify future issues quickly and respond immediately. In this way, process mining becomes a source of continuous process improvement, instead of a time-limited or one-off project.