In this installment of the Process Mining Academy we do a deep dive into the Work notes analysis capability. Process analysis involves both identifying process inefficiencies and then determining what to do to eliminate those inefficiencies. That "what to do" typically involves getting a better understanding of what people on the front lines are doing. The work notes generated in the ServiceNow as work items move through processes provide a digital footprint of data we can use to create process improvement action plans. Process Mining's AI powered Work notes analysis capability summarizes different opportunities to improve from this valuable data.