well welcome everyone to today's live on now session focused on what's new for our in platform process mining solution in the Washington DC release uh before we get to the actual content we need to get through a few logistical items before we get to the good stuff uh first this is the slide that says hey anything we say and do here today can't be held against us in the court of law it is also the slide that says as part of these conversations or part of this conversation if we make any forward-looking statements about things that might be coming in future releases you should take them as forward-looking statements make no purchasing decisions based on them whatsoever because they're always subject to change and I'm assuming at this point you've read the fine print uh next you're probably already aware of this if you found this session but there are plenty more live on now webinars and types of sessions like this out there uh from a process mining perspective in addition to these special webinars we also host a monthly process mining Academy session and we're starting up a monthly office hour session as as well you can find information about those process mining uh additional process mining sessions on the process mining product Hub on the community now as we go through the content today if you have questions please post them in the Q&A section and I'll answer them prior to the demo or at the end of the session I just make sure that when you think of the question you enter it so it doesn't get lost uh if I can't answer it today I'll post the answer to the community site in fact I'll post it on the same page as the recording of this session session so that covers the next bullet in this slide this session is being recorded and will be posted to the community site and finally please take a moment to fill out the survey at the end we love feedback some of you who have watched other recordings uh that I've done know that one of my favorite quotes is do the best you can until you know better and then when you know better do better your feedback is is always helpful helpful to us and helps us do better uh somebody just also asked in the Q&A will the slides be available of course we'll attach those to the the session as well who am I uh my name is Dan Grady I'm part of the product management team here at service now focused on process mining specifically and what we'll do here today is we'll do a quick little process mining 101 um I recognize this is a newer audience um and for those that may stumble upon the recording and have not heard about process mining before we just want to make sure we level set for everyone and then we'll dive into what's new for process mining in the Washington DC released we'll run through the different capabilities and a handful of slides and then we'll jump into an instance and look at some of those capabilities live in a demo we'll get your questions answered at the end of the session we'll share some additional resources above and beyond today and then we'll get you out of here so quick process mining 101 since this is a bit of a new type of session for us on the process mining side I thought we might be reaching a different audience so with everything we do there's a design and desired path in our minds for how it should work and how things should play out whether that be planning a a webinar like like this session here or a business process or workflow and when we design things we design for both efficiency as well as completeness to provide the best experience possible for as many people as possible now unfortunately what we design isn't always what ends up happening in reality the reality is that not all work is going to be flowing through the optimal path and that's going to have a negative impact on the experience that both people requesting service are having as well as the people trying to deliver that service the challenge is identifying what is actually happening within our business processes and then improving them isn't always easy what process mining allows us to do is use the audit log data that is generated as records move through a given business process and we can use that to create a visual representation of what is actually happening happening within that process and this new level of visibility is going to help us accelerate our ability to identify inefficiencies non-conformant process activities and ultimately Improvement opportunities process mining gives us the ability to answer process questions that have historically been very challenging for us to answer so where traditional analytics will allow us to answer a lot of the what questions about our processes process mining helps us answer the wise so things like where is the process getting stuck where is there unnecessary rework happening where are tickets incidents HR cases whatever it may be bouncing between teams or groups where aren't we conforming to the process that we designed these are all things that have historically been difficult for us to answer in a act upon and now they're going to be available to us with process mining in just a couple of clicks we always like to say that process mining is going to get you to the why behind all of your process kpis and in doing so we start to empower everyone involved in the process to make datadriven decisions about which improvements to make all right on to the Washington Washington DC and all of the the newness that it's going to provide I I also do want to point out here um in the Vancouver release we we changed the name of the solution to process mining from process optimization so if those of you out there may have heard of us call something process optimization in the past that's now since the venu release called process mining you may or may not know that process mining was initially released in Quebec and we've made rapid and significant enhancements to the solution over the last few releases and of course Washington DC is no different than that from an overarching product perspective we were always focused on accelerating our customers time to Value empowering everyone that we can with process mining insights and then providing endtoend visibility or process visibility um the the enhancements we've released in Washington align to those core themes whether it's the the new guided setup the autogenerated project metrics dashboard the improved process map widget for dashboards that you're building on your own or the new automated findings the goal is to broaden the accessibility of process mining insights enabling everyone in an organization to make more informed process Improvement decisions at a at a much more rapid Pace than they're able to do that today so let's dive into these these enhancements uh the first major enhancement is the introduction of a guided setup experience for process mining projects um as the number of people in an organization that look to leverage process mining to improve their operations increases there's a need or there has been a need to provide an experience that doesn't require this new audience to know how to navigate core service now lists and forms to generate their own project process mining insights so the the new experience breaks down the simple steps needed to generate our process mining project into four areas we set our objectives we scope the data that we need for our analysis we set up which Improvement opportunities we want to generate and then we remove review everything we set up and we hit the Mind button um and and as we step somebody through this we're also going to be providing contextual guidance along the way for those who may be new to process Mining and and some of the Core Concepts like what is an activity what is a breakdown uh there's also the ability to create and set up templates for common and recurring use cases um and for those of you that are familiar with creating projects we know that it wasn't that hard before but um something that you could do and it's really something that you could you could do in minutes um and if you want you can still get to what is now called the advanced view if you don't want to go through the guided setup and you're more comfortable with the way that we had it before um but in recent days or recently I should say we heard from customers who have we heard from I had one specific customer is what I should probably say that had over 50 people creating projects in their organization so was a clear need to create an experience that put process mining project Creation in more people's hands than those people that were very famili just those people that were very familiar with the service now platform now when we embark on a a process mining exercise very often you're trying to analyze a specific process inefficiency or test out a hypothesis that you have to quantify the impact of that inefficiency and in those situations you may have specific reports kpis and dashboards you could align and connect to the project to provide more context for those reviewing the results and insights you'd also take advantage of what we call rule-based finding definitions uh to flag specific Improvement opportunities I mean then there's situations where you just don't know what you don't know and you simply ear in Discovery mode um and for those situations there are two powerful enhancements in the Washington release to help someone get a better understanding of the process that they just mind and the potential Improvement opportunities the first one or the first enhancement is are the automated findings that get surfaced as Improvement opportunities on the summary and insights page so automated findings what they do is they detect common process patterns so in Vancouver uh the Vancouver release we introduced our first set of these automated findings for for things like rework pingpong and extra steps inside of a process in Washington DC we extend the library of automated findings by four we added pattern repetition which will detect work that is going through a series of repeating steps more than once so for example there may be a quality issue or a training opportunity where a certain type of ticket like again incident HR case customer service cases moving from work in progress to a waiting caller to resolve back to work in progress to a waiting Coler to resolve multiple times or maybe passing through the same three assignment groups over and over again um the pattern repetition detector will call those situations out for us there's an extreme Arc duration detector so what that does it'll detect outliers that are taking significantly longer than the median time it takes for a piece of work to move through a certain process transition so for example it may typically take a certain type of work three days to move from work in progress to resolve but there's 15 tickets that took greater than 24 days these would be flagged and surfaced on that summary and insights page we have an extreme Arc repetitions this one's similar to the duration and what it's going to do is detect outliers that are repeating a certain process transition multiple times so for example you may have a set of work that's going from group a to Group B more than seven times before it closes uh this may sound like that pingpong situation and it's really close but the difference between this automated finding and the pingpong automated finding is based on the number of times the repetition happens and there's thresholds that you can set for when you want to flag something and when you don't these are all configurable when you start setting up these findings and the last one is the slow transitions uh here what we're doing is we're going to detect clusters of Records whose average time to make a certain process transition is long than the average time it takes another cluster of Records to make that same transition seems a little confusing but for example let's say there's a cluster of 250 customer service cases uh that are taking on average 24 hours to move from work in progress to resolved but there's another cluster of let's say 75 that are taking four days on average to move from work in progress to resolve the automated finding is going to flag those 75 and surface them on that summary insights page um and then you can Dig Down Deeper into them uh in the analyst workbench these are all designed to help identify situations we might not be thinking about and give us kind of a jump start in our analysis these findings are are the types of things that you you in Prior releases you you may have started to look for and see inside of the histogram that's available on the workbench itself now we're just detecting them and surfacing them in a more automated way for you all right next we have our autogenerated project metrics dashboard so in in Prior releases you had the option to add to the summary and insights page of a project um and a dashboard to the summary insights page of a project I should say and you still do um but this requires you to have a dashboard available um and yes we provide one out of the box for each of the processes inside of the content packs that we offer you um but those are based on outof thebox performance analytics kpis and you know many of our customers they're not using the out of the box they just create their own so in in Washington process mining is automatically going to generate a dashboard that has two visualizations for you uh inside of the project the first will be a time series a trend-based analysis of the average closure time of the records that you mind to give you a sense of whether closure times are rising or falling over a certain time period the second visualization will be a histogram showing you the count of Records bucketed into closure time durations uh so you get an understanding of the distribution of the records by closure time the length of the time series and the duration buckets um that you see inside of the visualizations they're automatically going to be calculated based on the data that you've mined in that project this is super helpful for those just getting started especially if your process mining admin didn't activate the content packs or set a default dashboard inside of the process configuration record for you if you have a dashboard you'd like to use you'll always have that ability to toggle between this autogenerated dashboard and the one that you've added on your own as well and I'll show you that in the demo piece of the session the next enhancement needs a little bit of a better name from a marketing perspective but it's super powerful what we we added is visibility into incoming and outgoing work for a given activity on the process map so probably most useful if you're using it on a project where you've configured to have the you've configured it to have the assignment group as an activity so you start to see where a group is getting its work transferred in from and then where that group is sending their work to or if you you have a targeted project for a specific team and you want to uh have assigned to values inside there you can start to see who is getting work the most work transferred to them and who's transferring more work out to other people on the team and that might be an opportunity or help you identify some training opportunities for that team these insights are going to get surfaced in two places the first one is on the the panel or box that pops up when you click on an activity node in the workbench itself so you you'll get a tabular breakdown of Records moving into and and Records moving out or from a certain node on the map the second place you'll see this view is on the on dashboards when you you embed the process map widget in a dashboard that you've created in the platform analytics workspace so now you have that ability to drill down on it you'll have the ability to drill down on an activity and it will take you to the incoming and outgoing work view for that activity node and you can filter it by incoming and outgoing it's really powerful um and it's likely going to make a little bit more sense when I I show it to you in the demo a little bit later on um and I'll just take this opportunity to remind folks if you aren't using the process map widget on your process stakeholder dashboards you're missing an opportunity um it's going to help Drive adoption of both the dashboards that you're deploying in in your organization and it's also going to help Drive awareness around the power that process mining brings to the table for many organizations that we're working with they just don't know what they don't know about process Mining and once they see it uh they're Blown Away about the level of visibility that it provides beyond what they currently have today now another new connection between the core platform analytics and process mining is the ability to surface process mining Improvement opportunities via dashboard a dashboard's insights panel on the right hand side of a dashboard there so if you aren't familiar with the insights panel on a dashboard it allows you to highlight insights related to the kpis that are displayed on a dashboard in the Washington release you can now link a process mining project to that insights panel and then surface those Improvement opportunities based on the kpis for that dashboard um and for those that haven't spent too much time with Improvement opportunities these are powered both by those rule-based and the automated finding definitions that you can add to a project so when you configure a finding definition You Now link it to very specific kpis like hey I want to link um this ping ponging automated finding to let's say an mttr kpi that linkage between the finding definition where the Improvement opportunity and the kpi is even more important now I mean this enhancement is just another way we can start empowering more people in the organization with process mining insights um and just so you know we we just did a process mining Academy session on this topic specifically deep dive into this topic of adding these uh insights to or the a process mining project to your dashboard so these instri start surfacing so if you're interested in learning more or a deeper dive on this one just go out to the the process mining Academy on the community site and you'll find that session recording all right as most of you know one of service now process mining's goals is is to provide end to-end visibility into all critical business processes and with every release we move one step closer to them to that goal so in Tokyo released we released our multi-dimensional process map capability to provide visibility into processes that touched multiple tables inside of the service now platform um and it's going to sound like a broken record but there's a process mining Academy session out there for multi-dimensional process Maps if you're interested in learning more about that capability uh then in Vancouver we introduced the ability to apply process mining to external process data uh so data that's generated by applications other than service now so you can you can use that to import let's say data from sap and imply our process mining solution uh to that process data to identify bottleneck there and again there's a whole Academy session dedicated to this topic if you're interested in learning more about process mining for external data now in Washington we give you the ability to link that external process data to process data generated by workflows running on the service now platform so you can start to get that end to end visibility into processes that are cross that are crossing multiple applications and when you can see that now in a multi a single multi-dimensional map so let's say uh for example you might have an HR onboarding process that's being powered by service now but there's a certain step in the process or tasks of that process that require a laptop to be purchased and um that part of the process May maybe lives in sap uh so you can import the laptop purchase process data into service now and Link the two together in a single map moving forward now the next enhancement is pretty specific um so for those of you that are new to process mining you might be like what is is this even going to help me but you now have the ability to combine multiple activities into a compound activity grouping uh the best example I've heard so far is the need to understand when an address is changed on a record well the address is a combination of fields right it's going to be address state ZIP um so you don't want to include an activity node for each of those values Chang on the process map but with this capability you can now group them together into a compound activity called address change uh so that's it's a way to kind of take individual Fields group them together so you don't clutter up the map and and you keep you make sure the map is easy still easy to read help you identify opportunities to improve all right Beyond those there's a number of enhancements that maybe didn't want their own individual slide but I wanted to make sure you were aware of them um first is the ability to to kind mine archive data if you're one of those larger organizations who archive your data you can now apply process mining to data after it's been archived next you you may have occasionally seen some little Loops they kind of remind me of hoop earrings on certain connectivity nodes on the map these are generated when duplicate audit data exists uh we we've removed those duplicates uh if they're present so bye-by little hoop earrings on nodes on the map for those of you that are importing external process data and applying process mining to it we've added an API option to schedule the import and update of the external data set table when when information needs to be refreshed that could be handy one of the areas that customers have have asked for improvements on is the error messages in the side of process mining uh it's a continuing effort something that will always be kind of honing but we've taken a big step forward in Washington with a new mining summary page that will appear after mining jobs completed and this new page is going to provide a number of details about the the mining that took place including any errors that may have occurred during that mining process and the then the last enhancement to mention is the ability to set projects to retire now as we extend the reach of process mining to more people in the organization and enable more ad hoc mining from platform analytics kpis and dashboards we need to start to better govern and clean up our process mining projects um so to help with this effort we've added a project retirement capability so by default inactive projects will be set to be retired after 90 days um and again like most things this is a configurable option and then after a certain period of time um after retirement the finished models will get deleted but configurations will stay there so like once it retires great um it sits out there for a little while and then the actual generated model itself will disappear um and but the configuration will always be there if you want to remine and get back to that same place all right that was a that was a lot uh the team put a ton of ton of effort into Washington release and they're really working really hard on on future releases right now um we'll jump into an instance and look at a few of these enhancements I've noticed that there's a few questions in the Q&A uh so I'll just jump over there real quick and and make sure I see if I can add ask them or answer them now yep so uh there was a question I think came in and then we answered it but um the question was hey you talked about using process mining on data external to service now are you also able to link internal service now data and external data and that's actually one of the enhancements uh in the Washington release um that you are able to create those multi-dimensional Maps between internal and external data in fact um I keep mentioning the process mining Academy our next process mining Academy session is going to be specifically on how to generate those maps that connect both internal and external data ah another good question uh somebody here is asking hey can we use process mining to look at a process we have running outside of service now to get a better understanding of it to help us design how we would reimagine that workflow in service now um and certainly I I've had a c a number of customer conversations already about doing that where they might be moving from one solution to another and they don't want to make some of the same process mistakes they've made in the past um so yes certainly something that is possible and we've seen done before I'll just check over here um question is process mining something that is a paid subscription the answer to that is yes it is bundled in um your itsm and CSM Enterprise offerings but there's also a way to get entitlement to it on top of your pro level subscriptions as well um so just work with your account team to get a better understanding of what you're entitled to what you're not but uh it is something that there is a cost associated with it I think this question has already been answered there's a question about will we presenting process mining at the knowledge conference the answer to that one is yes we've got three scheduled sessions right now um one will be kind of introductory another one session will be focused on the linkage between platform analytics and process Mining and then we have a specific session focused on five targeted use cases that are very common so there'll be three sessions at knowledge um and of course will have a booth so if you you know you happen to be attending knowledge please stop by say Hello I'd love to meet folks face to face that are interested in process mining uh a question about can process mining be used for the change management module absolutely uh one of the areas so we see a number of different use cases or common use cases in the change module uh one is um looking for things that are bypassing approval steps that should uh be getting approvals um we also look at when you start looking at the change process it's it's more around governance um than speed in some cases so there's a lot of situations where we're looking at where things are bypassing certain steps or sitting in certain steps of the change process a little bit longer than they should be all right perfect as you I'll jump into the instance here but as you can't think of more questions please post them um and I I'll get to them at the end of the demostration piece before we get out of here we'll we'll look at addressing questions one more time or maybe two more times we'll see all right so let's take a look at some of these enhancements uh what I'm in I'm I've inside of a process mining project so just so you can see uh you've got your projects here on the process mining workspace uh looks like we have some new folks today so there is a specific process mining workspace where you create projects and where you pick up the work we'll also look at how you can embed this output inside of dashboards a little bit later on today in this project here what we've done is we've mined 22,000 incidents and they've taken 1100 different routes to get to CL closure the first thing that you'll notice here on the summary and insights page of this project is this new projects metrics dashboard so we talked a little bit about the the two visualizations this first visualization is going to give us the average time to complete the work in this case incident so it's the average closure times of the incidents over time uh obviously my My Demo data is not all that great you would hope that yours looks a little bit cleaner than this but this will just give you your closure times trending over time for the time period that you mind uh the second one is the the histogram that gives us a distribution of the closure time um of the incidents these 2200 or 22,000 incidents that we mind here again demo data so there's a large portion of these incidents that were open and close really quickly just based on demo data generation but you'll see that we have buckets of incidents that took longer time periods the idea with this project metrics dashboard is just to give you a general sense of kind of what's going on within the data that you mind I me that's automatically generated for you but of course you have the ability to link your own uh dashboard that you've created to this project uh so if you've got certain kpis that you're focused on um and you want to make sure you keep people aligned to the kpi we're trying to improve while we're doing this analysis you can embed that dashboard inside of your process mining project as well again goal is to keep people aligned to the higher level metrics that we're trying to improve now as we move down the summary and insights page we get into our Improvement opportunities and these Improvement opportunities are powered by those finding definitions both the rule-based and the automated finding definitions and I'm just going to come back to page one here so what you'll see this is an example of a rule-based one here we we built this or configured this project to look at assignment groups so it's flagging all the situations where things are ping ponging or bouncing between teams here but then I start to get some of those that's a rule based one that we configured and but then we start to get some of the more automated ones like the slow transition where it identified 42 incidents that took a little bit longer to move between it support service desk level one to it support Americas it found 42 incidents that were slower than the the kind of the median or the average and for these 42 there's six months of total inefficiency packaged up in that transition or that handoff between those two teams so we'll look at that one in in depth when we jump over to the map itself then we flagged this extra extreme duration so that same transfer while it flagged 42 that kind of are are longer than the average there's seven that it flagged as extreme these seven they took on average three weeks to move between those two teams and there's four months of time packaged up in just those seven so that's probably something that we're going to want to look at and then if I come down here I'll see a repeating pattern again I don't have the greatest demo data but I flagged I found one incident that went from it support Americas to support it back to it support Americas and it found that it made that trip two times so that's an example of a repeating pattern that it got flagged and then on any one of these we always have the ability to jump right to the process map to look at the specific set of Records so those three are examples of of some of the newer finding definitions that we automated findings that we added in Washington now if I jump over to the map itself and what I'm going to do here is we'll just look at I've already saved a filter set let's take a look at those that slow transition or those records that are moving from it support desk level one to it support Americas so let's just open those up narrow my net down to just those and we'll see that I've got 1,500 total incidents that made that trip from it support desk level one to it support Americas but what I'm looking at here is I'm looking at the distribution in my histogram so a good chunk of them right took less than 12 hours to make that transition but as I start to scroll to the right you'll see that there's buckets of incidents that took a little bit longer here I have 28 that took four between four days and four days and 12 hours and then I get another 18 that go from five days so there's all these pockets of potential opportunities out here where things are taking a longer period of time to move between these two teams and that's what these insights or these Improvement opportunities are calling out so right from here I can say well let's go look at those 42 and and this will narrow it down to just those 42 and if we look at the histogram again for those 42 right those 42 on average are taking five days look at the distribution now right so here I see that that chunk of them that are taking a little bit longer than that 0 to 12 hours that those ini that the majority of them are taking so maybe I want to focus in on those and I can come in here and start to use my breakdowns in the left-and side to get a better understanding of those that are taking a significantly longer time than we would expect um or maybe I want to look at those seven that it flagged as extreme so I can come over here and I can just look at those seven that flagged is Extreme and again use the breakdowns one thing I I'll just point out here you'll see so that transfer now on average for these s is taking two weeks for that to happen and I've got my distribution here in fact there's one that took one month and 5 days and you might say well then what about these these two that kind of took longer less than four days those AR on Extreme and what you'll notice here is not only can we look at those are situations in which hey we had one incident that actually made this trip four times so while one of the times transfers might have been extreme there's some that might be shorter and that might be adjusting or impacting our average that are that's there so that's just some of the ways we can start to to look at the uh using those Improvement those new automated findings to help us start jump start our analysis that we're doing here all right let's take a look at some other stuff bring this to something a little bit more manageable and maybe Zoom it down a little bit so again in this project what we're looking at is how teams are moving from Team to team uh inside of the inside of the process so we can get an understanding of where those long running handoffs are one thing that I did want to call out here is if I click on let's say that it support America's team uh this is a little bit new uh first thing is for those of you that have been using process mining for a little while uh you may know that on this popup today you see things like show records apply transition run root cause run cluster analysis well we didn't take those away we just packaged them up underneath this investigate tab so now you can still get to the detailed records if we wanted to look at these 10,000 incidents that touch the it support America's Team we can still run clustering we can still run root cause analysis it's just bundled underneath this investigate tab what's new is this ability to look at the records from and the records to what this allows us to do is say okay we're focusing on incidents in this case that touched the it support America's team and what we can see is that hey about 77% or 8,000 of those that touched this team they were the first team that got it was it support Americas about 15% or 1500 of them were transferred in from this it support desk level one and 5% of them came in Via it support Global so this helps us get an understanding of hey I'm a team owner or where which teams are transferring work to my team more often than others so we can see the records from and then we can also see where are we shipping work out to so in this case here uh we're we're closing and solving n 86% of this this work right 9 ,100 of the incidents go directly from us to the end of the process um but there's some you know 268 that we're transferring over to the Mia team there's another 2% that we transfer over to the APAC team so again this helps us get an understanding of work that we're transferring out just very useful when doing your analysis to understand where things are coming from and where we're sending things to now so that's one way to look at and take advantage of this records to and from is right here on the map when you click on a node another way is to start to use our dashboards what I'm going to come over here and do is I I've got this dashboard that I've set up inside of the platform analytics uh Center I think it might be called platform experience analytics experience now um but the idea is first thing I'll call out one is that you can take your process maps and add them as a widget to your dashboard and now that we've added it as a widget we can start doing things like expanding it on the here and looking at the overall process shrinking it down a little bit we can turn on the case follow follow simulation so what this allows us to do is look at kind of the give us that visual representation of how work is Flowing here um this is something this adding the map is something that we added in Vancouver so it's a widget that you can add to your dashboards in Vancouver um it will respect your filters so let's say we want to just focus in on that it support Americas team and work that's flowing through that at some point in its life cycle we can narrow the dashboard down just to focus in on that team and again maybe we want to expand this out a little bit and look at the larger process it's a little bit Messier somewhere in the middle is probably good um the new thing that we added in uh Washington is this ability now to drill down on the Node and get to that incoming and outgoing flow whoa that got a little scary let's bring this back down a little bit bit here so now what I'm looking at is I'm looking at all of the work that's coming into this team and all of the work that's coming going out from this team again if you've got Persona based dashboards or team leader dashboards this is a great widget to add to that dashboard to help them get that understanding of work that's coming into their team and leaving their team and I can narrow it down to just say where are things coming in from and I can see here that I've got these 53 that are being transferred over to me from support it but on average it's taking one month for that to happen so maybe I just want to focus in on those 53 so right from here I can click on this and just focus in on those 53 um and then I can swap this out to say okay for those 53 that are coming in from support it what am I doing with those well 33 of them I'm just taking in less than a day I'm turning them around and sending them right back to them so maybe I want to focus in on those 53 because that might be work that doesn't need to be transferred to me and we're losing about a month's worth of time on average or a month and a day's worth of time for those types of tickets There's an opportunity to improve in there uh so a super powerful widget uh something that you can you can start adding to your dashboards as of the Vancouver release and then in Washington you get this ability to drill down and do this incoming and outgoing work analysis all right another thing that we'll do while I'm here um I mentioned that linkage with the insights or surfacing process mining insights on the dashboard so in this dashboard here we've got our assignment group project you notice I've got this insights option on the upper right hand corner I this is going to do is it's going to start to show me all those Improvement opportunities from my summary and insights page that were linked to this project or project I would say that were linked by certain kpi so I have these mttr kpi on this page although there any Improvement opportunities that were linked to mttr that were surfaced in a process mining project oh here's one and now I can start to understand this so process mining insights available via dashboards um based on the kpis on that dashboard and all you really need to to do to to kind of set this up is you have a project um and then you come over here and you you edit this and you say okay well which projects do you want to link to this dashboard process marting projects I want to link these two to this dashboard and then as that projects runs anytime there's Improvement opportunities that align to a kpi in this dashboard they're going to start to surface in that insights panel on the right hand side of the screen as I mentioned earlier we have a whole process mining Academy session focused on configuring this and getting this going and it's recorded and posted on the the community site there all right so that's the insights panel last thing that I want to cover here today is is just walk you through the new guided setup experience so you can see what it takes to create your first M process mining project if you've not went through it before uh so we'll hit create new project in our process mining workspace and it will take us to the guided setup experience and there's four primary steps in this experience that we'll we'll walk through or I'll walk you through as this comes up I'll just check the Q&A all right perfect there's some questions that will get covered during this part and then there's some questions that I'll answer at the end all right so uh we'll just call this one our live on now project we'll give it a name just so you can see what type of data that you can mine one table that we'll go after the the prere is that that table has to have auditing turned on we use the audit log data to generate these Maps if you're familiar with the report sources so you've have a crazy filter set that you've created and you use over and over again you've saved it as a report Source we can use that as a source for process mining if you've imported external data we've talked about that a couple of times here today that's an option and then we've got our archive data and this is one of those new features uh and available in Washington the ability to mine archive data here do we want to add our own dashboard in addition to the the generated autogenerated dashboard we're going to say no for today and do we want to Auto retire this we'll say no now which table do we want to mine well my demo data lives here in incident but the the reality is any D that has um ating turned on is going to be available to you in that list and then you'll notice that there's some templates down here to help jump start us for common situation um like you know maybe doing State analysis for incidents closed in the last 30 days the other thing I'll point out here is as you step through there's going to be contextual help uh available to you so um things very handy links like I I've talked about a number of times here the process mining Academy so right from here there's a link to the different Academy sessions that are out there or the Community page with the different Academy sessions here's that automated findings one here's the external data session we've referenced uh so right right from creating a project we're trying to guide you to some other common uh or helpful pieces of information now that we've chosen our table we'll hit the create project button that's going to take us to the next step of the process there's really three Prim four primary things you need to do um one and I'll just show you the contextual help as we go through this the first thing you need to do is scope the data that you want to mine all right apply some filter conditions just like you're building a report so we typically guide customers to focus in on work that has completed the process or is closed good way to do that is say active as false but then you can also start focusing in on work that's come in Via certain channels maybe we only want to look at human generated tickets versus machine generated tickets or maybe we want to look at a certain category or assignment group or time period right you just start narrowing your data set down um in this case I don't have a ton of data in my instance or demo data so I'm just going to keep it as all my closed incidents that I want to focus in on and we'll save this the next thing is really the only other thing that you have to do to mine data is you need to configure what is known as an activity right what is changing over time that we want to look for in the process typically we look at State changes right so we want to focus in on how things are moving from state to state in the process but you've also seen uh that we you know the project that we were looking at for the majority of this demonstration we we're looking at how things were moving from assignment group to assignment group really up to you um and then here's that new feature that we talked about grouping the unique values um as a single step so if you wanted to do that like do the address change we could add three and then we could start to group them together there we'll hit save so we've got our activity and then we're going to want to add some breakdowns right to slice and dice the map so maybe we want to look at this and by uh I'll search here maybe we want to slice and dice the map by category you can have up to 10 uh breakdowns per project so we'll say category we'll hit save great we'll just keep it at one for now and we'll hit select Improvement opportunities this is the second to last step in the process right these are those automated and rule-based findings there's going to be a library of them available to you via the content packs and you can also configure your own uh but we'll say that we want to add these rule-based ones we want to add these automated ones and we'll say apply to project this will import those from what is known as a process configuration record right so we've got now 12 uh potential Improvement opportunities added to this that we can look for as we mine the data and then we'll hit review and mine and at this point it's just going to kind of detail out everything that we've configured so far so we can get an understanding of what we've done and then we'll hit the mine project for those of you that have used process mining before and saying to yourselves man that's great but I'm really comfortable with the old way of doing doing it just click on this Advanced CU button it's going to take you back to the the list and form based configuration that you you're more comfortable with we're going to hit mine project here I'm going to hit sample mine and then say confirm and mine and what this is going to do this is going to address one of the questions like where does the the actual mining take place so what happens now is it goes out it harvests the relevant data from the audit logs based on that filter criteria that we put in in this case it was just active as false it takes that data it passes it off to the machine learning infrastructure in the data center the same machine learning infrastructure that you may be using to do predictive intelligence task intelligence the virtual agent nlu or any sort of other machine learning so it uses that same shared infrastructure so none of the heavy duty number crunching is happening on the instance itself we do this to alleviate any performance concerns that you might have uh so there's going to be no performance impact on the instance itself once that mining is done it spits the finished model back into the instance and away we go we start analyzing it like you just saw me do in a couple of examples there this usually takes anywhere from you know 30 seconds to a couple of minutes depending on traffic and the volume of data that you're trying to mine but that's the extent of it right so you for those of you that are seeing this for the first time right tremendous visibility into your processes but not a heavy lift to get started with the solution you already probably have the skills you need to get started with you you just need to turn it on uh so we've got our process map in this case here what we we chose State as our activity so it's going to look a little bit different than an assignment group project that we've been working with so far today and then if I come over here to my summary and insights page you'll see that we've got our autogenerated uh dashboard here we've got our Improvement opportunities and our our findings uh based on those that we imported into that project so that's what it takes to get going and that's the new guided setup experience uh that we added in the Washington release to help streamline the process and po get more people in the organization creating their projects in addition to the folks that are doing it today so I've mentioned a few times there are a number of other resources out there one there is an on demand training available on the now learning site it's called process mining Essentials um it it's a a releaser too old right now so you just know that things might look a little bit different uh in that um training than they are in the Washington release we're working on updating it to the Washington level there's a great now on now white paper app there on the community that details our experience here at service now with process mining how we approach process mining from a programmatic perspective and some of our initial findings really good uh if you're just getting started out with process mining I've mentioned the community form multiple times here today there is a specific process mining product Hub there is tons of resources out there um for you to learn a little bit more after today we do host a process mining Academy session every month I've already brought you to that page there's about 24 or 25 recorded sessions out there already to help you get a better understanding of different areas of the solution like the histogram or maybe you're interested in process mining for field service management or process mining for SPM or strategic portfolio management there's specific sessions for those different types of things out there on that Academy I just touched on the use case series um this use case series what we've recognized is that process mining is a new muscle for many organizations um and just like when you're you're doing a new exercise for the first time it's always helpful to have that five minute video that shows you how to do the exercise well this use case series is just that there's short five minute videos or demos of how to use process mining to do Channel analysis SLA breach analysis uh how to use process mining to identify approval bottlenecks inside of your request process so there's about 10 of those five minute recordings out there great way to get you started and then if you're saying to yourself well I'd love just to see an initial overview and demo of process mining um out there on the community there is a recorded demo if you search up the why and what of in platform process mining it'll take you to the community article where you'll find two recordings one is an overview presentation and another is a quick six minute demonstration for you so no shortage of opportunities to to learn a little bit more above and beyond what we've done here today I see some other questions have come in um so somebody's asking when the Washington DC release will be available it's available now it's GA it's it's live it's out there um I think March 20th was the official date but um I might have that one off but it's it's available now all right last chance for romance any other questions that you want to get in before we turn into a pumpkin here today if not I'll just thank you all for your time uh if you have questions and you didn't get a chance to ask them today please post them on the community site that per that process mining uh Forum I check that and our team checks that on a regular basis definitely daily more than once a day usually so please post your questions there I'd love to continue the conversation with you thanks for your time here today everyone