welcome everyone appreciate you spending some time with us today as we cover our service now in platform process mining solution what we'll be doing here today is we'll do a quick why and what of of process mining to level set on what it is and the value that it provides we'll talk a little bit about the the process for optimizing a workflow on the service now platform and then we'll dive into a demonstration um the demonstration will be twofold uh we'll we'll look at how somebody would use what we call the process money Works to help them identify processing efficiencies and opportunities to improve and then one of the things that we always like to show is how easy it is to get started with the solution so we'll go and we'll create our first visualized process map in just a matter of minutes it's one of the biggest benefits you get by using an in platform process mining solution is the speed in which you can get this uh this level of visibility um and a huge Advantage for many of our customers is that they you as you'll see here today you already have the skills that you need to get started with the solution and then lastly we'll wrap up with some resources to help you get started and along the way we'll we'll answer your questions as you think about your question please put in the Q&A I'll probably get through the slid then check for questions before we go to the demonstration and then after the demonstration I'll check and answer questions again I this is the slide that says hey anything I said and do here today can't be held against me in the court of law it is also the slide that says hey as part of this presentation if we happen to make any forward-looking statements about things that might be coming on the service is that platform 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 you've read the fine print now I always like to start these sessions with this quote do the best you can until you know better and then when you know better do better and and why I like the quote is it usually Alliance to the reason that we've all gathered right to learn a little bit about the more about the service now platform then take that knowledge go back apply it and help us get more Val value out of our investment with service now and it also aligns to the solution that we'll be talking about here today process mining um which is designed to help us get a better understanding or x-ray the workflows that we have running on the service snap platform and then start to show us where and how we could be doing better for everyone involved with them now with everything we do whether it be a webinar like this a business process or even a park uh when we design things we have a vision in our head for how they should play out and we design for both completeness and efficiency to provide the best experience possible for as many people as possible um so if we we we kind of take this park example if we were designing a park what we probably do is put in some paths for people to walk bike rollerblade on we might put in some benches for people to sit on read a book or share a story with their friends we may put in some grassy areas and for people to lay down picnic blankets on and have a lunch or like my wife and I used to do when we lived in Manhattan go play a game of Scrabble on a Saturday afternoon where she kicked my butt week after week so we designed to provide the best experience possible for as many people as possible now unfortunately what we designed isn't always what plays out in reality and while this new reality might be more efficient for those people that are trying to get from point A to point B it certainly doesn't have a positive impact on that experience my wife and I have when we go to play our game of Scrabble now the same thing is true with our business processes designed for both completeness and efficiency to provide the best exp experience possible for as many many people as possible and then we roll them out and reality kicks in and the reality is 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 that are trying to deliver that service the challenge is seeing the reality of our business processes isn't always as easy and obvious as that Park example for most organizations the continual Improvement challenge is very manual timec consuming and costly usually involves running a whole bunch of reports and then for some reason people still like to print those reports out and go through them line by line with a highlighter it may involve holding inperson or virtual workshops where we take a whole bunch of sticky notes and we put them up on a wall then somebody of course has to take a picture of those sticky notes on the wall because like hey did work really happen unless we have a picture of sticky notes on a wall somewhere it may involve bringing in some third party Consultants who are super helpful but they're not free and then once we get through all that we still have to get internal alignment on the optimal pth path forward um at at the speed in which most organizations are trying to move these days by the time we get through all that the optimal path forward may have already likely changed and this is where process mining comes in process mining accelerates our ability to start seeing the reality of what's going on it automates the process of showing us where the bottlenecks are in our process where there's unnecessary rework where things are ping ponging between teams and now that we have this accelerated visibility into the reality that speeds up our ability to make process changes to drive more efficiency through the organizations get more productivity out of the people we have working in the organization now some might say wait a minute Dan we already have a whole bunch of dashboards inside of our organization that give us visibility into our processes and we hope that you're using our in platform um reporting and analytic solution to answer very important questions like how many tickets how many incidents HR cases customer service cases did we work which types of tickets cases uh incidents were they and how long did it take to close them and probably most importantly how are we performing against our targets and are we improving our cycle times these are all super important questions and we hope that you're using dashboards just like this to ask and answer those questions but here's something that I've learned in my many years in the the analytics and information space information tends to be one of the most addictive and contagious things out there you give somebody a little bit and they always want more so the first thing that happens when we get a dashboard like this out the door before we can even high-five each other that we got the dashboard out the door somebody in leadership is probably asking us questions like well why are we missing our cat or eat targets why are our closure times trending in the wrong direction like why why why and the answers to those follow-up why questions don't always live in dashboards like this and this is where process mining can help process mining allows us to start asking and answering all those follow-up questions to what we're seeing on our higher level dashboards giving us visibility and the ability to answer questions like where is the process getting stuck where is that unnecessary rework happening where are we spending or wasting the most time which vendors are speeding us up and which ones might be slowing us down or my favorite one I I've been asked for this report so many times over the years here at service now I've actually given it a name I like to call it the finger pointing report everybody wants to know who's holding on to the tickets the longest I need to know who's holding on to the tickets the longest or if you're a morg glass half full person we call that the opportunity to improve report these are all the types of questions that process mining allows us to start asking and answering and we can apply process mining to a a single table process like this incident example here where we're looking at how incidents are moving from state to state in the process and the volume and velocity it's taking for to make those transitions or if we're using service now for a more uh robust workflow let's say like an HR onboard boarding case where you have a highle onboarding case a whole bunch of activity sets and a bunch of subtasks that are coming off of that to complete the onboarding process we can use something we call a multi-dimensional map to give us endtoend visibility into where the bottleneck might be into that process in that larger process this multi-dimensional view is very very handy when you start to try to analyze service requests inside of the service now platform if you think about the primary bottlenecks that exist within the request process there's really two one is that approval step where things are being held up waiting to be approved and then there's obviously the time spent in the Fulfillment tests themselves well in service now those two things live in two different tables so being able to look at the approval step as well as the Fulfillment tasks side by side really helps to get us get an understanding of where the time is being leaked in the process and where we potentially could reclaim some of that time and speed things up and drive more productivity in the organization and then lastly as of our our Vancouver release uh which is uh netware in Washington So currently what you have the ability to do with service now is we open process mining up to import external process data so if you have a workflow or business process that's running outside of the service now platform and you want to take advantage of this process mining solution you can import that external process data and apply process mining to it the example that you're looking at on the screen here happens to be some data that we pulled from our smart recruiter system that we use for hiring and we can start to look at how things are moving through the hiring process and where the bottlenecks might be all right last thing before we jump over to the demonstration piece so now that we understand what process mining is and the type of visibility in guests and why that's important I always like to just touch on the advantage you have by having process mining in the platform to and how that helps us create a more con closed loop continual Improvement experience for our organizations if you think about it improving a process there's really four phases right detect analyze improve and monitor I mean we have all those on one platform now so if you think about detecting there's things on the service now platform that help us understand when things aren't going according to plan whether it be notifications let's say on an SLA breach or probably more appropriately from a continual Improvement perspective notifications when one of our performance analytics kpis it's a Target or threshold that we set for ourselves that those are things that help us understand that things aren't going according to plan but when that happens we need to dig in analyze and understand why that's happening and how we potentially could improve and that's where process mining fits in the puzzle right process mining gives us things like visualized process Maps bottleneck root cause variation analysis and a connection with something we call automation Discovery to help us dig in and understand why these things are happening and how we potentially could improve and then once we understand why and how there's no short shortage of ways to make improvements on the service now platform for example let's say that process mining shines a light on a an intake challenge that we're having while we're going back and forth to the user for additional information multiple times perhaps we improve that intake experience with the virtual agent conversation maybe process mining is going to shine a light on situations where we have things bouncing between teams before they get to their final resting place and that's slowing us down perhaps we can use predictive or task intelligence to automate the process of getting those things to the right place the first time streamlining its path to closure sometimes process mining shines a light on situations when we have things somebody's swivel chairing data from one system to another and we can use automation engine and our integration Hub to Auto or maybe even an RPA bot to automate away that swivel chairing and streamline the process sometimes and I'm sure the service now Gods will strike me down with lightning right now for saying this sometimes the fix isn't an automation it's just a human thing we should stop doing so for examp example I had one customer who had two levels of approval on printer toner requests and that second level of approval was adding three days to the closure of time like did we really need two levels of approval on printer toner requests they thought not remove that second level approval and voila the process is now magically running three days faster so no shortage of ways to improve and then the last bucket this monitor bucket is a really important one um when you start using process mining there's going to be no shortage of improvement opport unities presented to you the challenge is going to be that you're not going to be able to act on them all at once so there's applications on the platform like continual Improvement management and automation Center and their purpose in life is to help us capture track and prioritize these Improvement opportunities so they don't get lost in the shuffle and having those things in place making sure that we're capturing these things and it helps hold people in the organization accountable to doing the follow-up work analytics and Analysis is great but you don't recognize any value unless you actually follow up and act on the things that the data is telling you to act on so it's really important that we close the loop with these applications right and now that we have all these things in one place we can make continual improvements something that's more routine inside of our organizations uh today for many organizations continual Improvement or with uh other Solutions out there I it's more of a once or twice a year type of science project right you do all this analysis in Excel and you spend months accessing data and crunching data and putting it into Excel spreadsheet that you turn into a PowerPoint that you go tell you then you present that PowerPoint at a lunch um and that's where the insights die that's not the way it should work we should be constantly looking at these Improvement opportunities constantly looking at our process data and constantly making tweaks to our process to continually improve over time all right so that's the quick intro and overview I'm going to jump to a demonstration but I'm just going to check the Q&A real quick to see if there's any questions that I can address now or potentially I see if there's things that I will be addressing uh moving forward uh so there is a question about which release is process mining available in process mining was actually released in Quebec or Quebec release which is probably two maybe a little over two years old now two years ago um so from Quebec onward process process mining is available prior to the Vancouver release though we called it process optimization so there was a rename in Vancouver to process mining but it's it's been around for a little while so if you're running anything about of Quebec uh you're you're good to go with process mining or it is available to you for to obtain got it so somebody's asking a question about that external data um offering or the ability to mine data outside of the service now platform the way that process mining Works um it requires audit level data so information about what's changing there's really three primary data points that you need to do anything in process mining one is a unique identifier for the record whether it be a a job requisition like we looked in that hiring example an incident ID a claim ID a unique identifier for some piece of work that's moving through the process then you need what is known as an activity what is the thing that's changing about that record over time and then you need a time stamp if you have those three pieces of data you can provide a generator process map beautiful thing about service now processes is we capture all that data inside of our audit log so it's streamlined process to getting this level of visibility for processes outside of service now if you can extract that data and import it into service now you you have the ability to apply process mining to that uh licensing uh so process mining comes in a number of different flavors you can acquire it via um itsm or customer service Enterprise bundles uh so it it comes bundled with that but then there's also individual um skew so if you're at a professional level you can attach process mining to your entitlement whether it be itsm customer service management any of the industry workflows HR uh life cycle events strategic portfolio management um if you built custom applications on the platform you can apply process mining to that and that external data offering we talk about field service management so a number of different ways that you can get entitlement to process mining um and yeah so if you're at the pro level there's something that would Additionally you would need to add on top of that those are good so we got a number of questions out of the way and we'll um we'll plug along here we'll do a little bit demonstration if I didn't get to your question it's likely that I'm going to cover it later in the presentation or I have slides for it um and just but just keep putting those questions in there we'll make sure we get them answered now for me I always like to start these demonstrations inside of a dashboard you do not need to be using performance analytics uh to take advantage of process m but they are very complimentary Solutions so you might have a dashboard like this where perhaps you see let's say your resolution times are trending in the wrong direction or your first call resolution rate is trending in the wrong direction and you want to get an understanding of why that might be happening right from there you'd be able to drill down into the process mining workspace to get a better understanding of why that might be happening and where there might be opportunities to improve and what I'm going to do now is I'm going to give you a little bit of a harbor tour of what you've got inside of this workspace so you get an understanding of kind of how you would use it to identify inefficiencies so what we've done here is we've we've mined 22,000 incidents and those 22,000 incidents have taken 1500 different days to closure 1500 different routes sorry to get to closure um and the first thing that you'll see on the summary and insights page is you'll see some key performance indicators for the workflows that we have on the platform we package up what we call content packs that you can install to help get you some of these kpis and jump start you on your your process mining Journey but you can of course create your own dashboards and kpis and Link them to your process mining projects the point is that you want to make sure you keep the person that's doing the analysis aligned to the higher level goals that we're trying to achieve now as we move down this screen on the summary insights page we get to what is my favorite part of the solution everybody gets so focused on those process maps and they're very powerful we're going to look at those in a second but these Improvement opportunities are things that help call out opportunities to improve right up front for you before you even get to the map um and we these also come as part of those content packs and again you can create your own and the idea here right if we look at this is these Improvement opportunities come in two flavors both rule-based and automated so an example of a rule-based Improvement opportunity would be these we've identified 8,400 or 30 38% of our incidents that we mind go into the state of awaiting Coler info at least once in their life cycle and probably the most important number here is this 43 years there's 43 years wor the productivity time packaged up in just those 8,400 incidents going in and out of the waiting caller info State like even if we could reclaim 1% of that 43 years that's going to be a win for us from an organizational perspective now that's an example of a rule-based finding and why do I say that because we specifically said go find us tickets or incidents in this case that go into the state of awaiting caller info the next example on the list here is one of the more automated ones in which we're looking just for patterns process patterns in the data and these automated findings come or Improvement opportunities come in a number of different flavors one being rework so in this case here we identified 2,000 incidents that had rework on the in progress step meaning that an incident went into in progress left that state and went back to in progress later in the process so it looks for things that are going a b c back to a in the process and flags them for for and then right from here we could drill into the visualized process map for just those 2,000 incidents that have rework on the in progress St so we have these automated Improvement opportunities for things like rework as I mentioned AB BCA we have them for Ping ponging tickets so things that are going ab ab ab in the process we have something called an extra step detector where it goes out and it says hey I identified a processed variant that goes AB C DF and another variant that's going ABC DF and it flags that so in this case here it found these 434 in which aw polar info is an additional step between in progress and resolve so these are things that are very helpful for those situations where we don't know what we don't know and we just want op the solution to start identifying patterns and opportunities for us why I like these so much is they kind of remind me of when I was playing hide and seek as a kid like when I was playing hide-and-seek at home I had a home field advantage I knew the two or three best hiding spots so when I was it I was way more efficient at finding my friends than they were at finding me the same is true with many of our customers many of our customers have a pretty good idea where their process inefficiencies are they just haven't had a good way to get the data they need to quantify the impact so they know how to prioritize which ones to act on first right as I was mentioned earlier no shortage of opportunities you just can't work on them all at once you want to have some data to help guide you into where you should be focusing your efforts first all right so a lot of power right here on that summary and insights page and then of course we can get over the visualized process map itself to continue that conversation with the data um so I'm going to give you again a little bit of a harbor tour of what we're looking at here first thing again we've got our same 22,000 incidents and our same 1500 rounds and you might be saying to yourself Dan that doesn't look like 1500 rounds and that's because by default we just show you the top 20% um but if I wanted to I can expand this out and the process is can to get really messy really fast and your governance risk and compliance people when they start to see all these different lines they start to get a little scared because there's a lot of risk potential inside of all those different routes I'm going to bring it back to something just a little bit more manageable here and zoom in on this now what you're looking at here in this example is we're looking at how the incidents are moving from state to state in the process so in this case here I start to see that I have these 3500 uh that took on average 14 hours to go from the state of new to in progress I'm going to show you an example later on where we're we're looking at how things are moving from group to group in the process now for me first time I saw one of these I had no idea what I was looking at but they kind of reminded me of ski trails and if I I think back to when I was skiing I don't ski anymore but when I used to ski anytime I started going down the mountain and then had to go back up the mountain for any reason certainly wasn't the best experience for me definitely wasn't the fastest way to get down the mountain so I always start to look for these lines that are going back up the hill because they represent some form rework in the process and of course rework is going to slow us down so in this example here I have identified incidents that are going from the state of a waiting caller info back to the state of impr progress in fact there's 2600 unique occurrences of that happening within this set of data that we're Mining and 3,300 total occurrences meaning there's about 700 incidents that potentially took this trip more than once in fact one incident took this trip nine times and probably most importantly on average it's taking two days to make the this trip I mean I've done this demonstration before so I know that the math here that's 19 years worth of time package it up and things just going from a waiting caller info back to in progress and what's crazy about that is that things don't start out in a waiting caller info they have to get there in the first place so there's even more time that we can potentially reclaim so what can do is I can use this bottleneck analysis to look at all the situations in which a waiting caller info is a step in the process and I can find this transition that we were just looking at a waiting caller info in progress and there's that 19 years that I was just talking about and then here's the other half of that journey in progress to a waiting caller in there's 22 years there so 41 years of time packaged up in just this these two transitions again like I mentioned earlier even a small re Reclamation of let's say 1% is going to be a win for us so what do we we do next well maybe we just want to focus in on those tickets that touch a waiting caller info at some point in their life cycle so I can narrow it down and look at this we get to that 846 if you remember back to the summary and insights page that was the first one on the list right so we could have just jumped right to this piece but I wanted you to see a little bit of the functionality you have to start narrowing the data down and now that I've narrowed it down to just those 8400 incidents that are touching the state of awaiting caller info at some point in their life cycle what can we do well maybe now we want to start using our breakdowns over here on the Le hand side of the screen to start slicing and dicing these 8400 and understanding where from a contextual perspective there might be some ways to narrow the data down a little bit more we can do it by category assignment group priority any way that You' structured the data in the platform you can start to use to narrow this data set down I always like to start with Channel especially when we're talking about a waiting caller info because if I can improve the intake experience potentially we don't need to go back and forth to the user as much so what I see here is that the majority of these tickets that are going into the waiting caller info are coming in Via self-service and portal but look at this third channel on the list or Source or contact type whatever you call it in your organization email I've got these 1300 that come in via email but look at this on average they're taking a whole week longer than those other two channels so maybe I want to focus in there and kind of makes sense right emails are pretty unstructured channeling so you'd expect a little bit of back and forth and say take a little bit longer but a whole extra week we got to be able to do it better than that so here we've narrowed it down to those 1300 that come in via email and go into a waiting caller info so what do we do next well I can use this histogram to maybe focus in on just the incidents that go into a waiting caller info too three four or five times because we're in the platform we have this tremendous advantage that we can drill down to the detailed records start digging to them of course if we have the rights to do so we respect all your security and then if you remember earlier I said information as one of those addictive and contagious things now I can just start using the platform to this conversation with the data in a single click I can take these 1300 turn it into an interactive a dashboard using something called interactive analysis to help me start get a better understanding of these 1300 incident that came in the email and went into a waiting call or info just a little piece that you can use in the platform to help you narrow it down further or maybe we want to St start taking advantage of some of the machine learning on the platform and I can use this cluster analysis to help me Harvest some of the gold and value that's in that unstructured data like the short descriptions and the descriptions and what I can see here is I have this cluster of incidents that came in via email went into a waiting caller info that are just people trying to update their email address in their profile that totally seems like something I should have a catalog item for a virtual agent conversation some form of self-service and you know what even if I do have that maybe I just need to Market those things a little bit better so I don't have people sending in emails about it so now that I've identified that opportunity what do we do next well we want to close the loop so a couple of things we can do we can come over here and say at able uh maybe take a look at intake experience for email update patch a snapshot hit post this going to send able a notification Able's going to click on the link it's going to bring him right into this project he's going to hit preview it'll take him to the same exact place the analysis that I was so you can continue to dig further or I potentially could start to use continual Improvement management or automation center right to create or link to existing initiatives and make sure that we capture this Insight in this opportunity ensure that it gets tracked prioritized and followed up on so right here within the workbench we link the two things together just to close that Loop right that's one of the biggest things advantages right is the ability to link together with other parts of the platform um to make sure that the work gets it's done right no value in just the analysis itself it has to be acted upon all right couple of other things that I like to show I know I just dropped a lot on you but I want you to see these these other things inside of here as well one of the most useful features that you have inside of this process mining workspaces his ability to do side by-side comparison so if I want to come in here and maybe I want to start looking at how two different regions are comparing to each other for doing similar work or two different lines of business or um as you start to use this more you you start to schedule these projects maybe you want to look at this month versus last month or before a process change and after a process change to see if there's any adverse effects you can start doing this side by side analysis a very common way to use the solution and then the last example that I like to show is my favorite one um and and I like this one because this is the finger pointing report that I've been asked for so many times over the years and I I love that I now have the ability to give customers the ability to actually ask and answer that question of who's holding on to the tickets the longest so I'm going to show you how that works so in this case here what we've done in this cases we've decided to focus in On Assignment group handoffs rather than State transfers and you'll notice that I've got some different Improvement opportunities because we're using assignment group as our activity this time and then when I jump over to the map the map is going to look a little bit different as well same capabilities but now instead of looking at the volume and velocity of tickets going from state to state I'm now zooming in and focus fing on how tickets are moving from Team to team so I can see the volume and the velocity here and what I'd want to be able to do is look at for those multi hop situations in which I can maybe reduce the Hops or reclaim some of that time and to do that I can use my variation analysis and what variation analysis allows us to do is look at all the different routes that these incidents are taking to get to closure and I can say something like hey only show me the routes in which which there's multiple steps involved or multiple hops so steps is greater than in in my case four and then you know what I want a little bit of meat on the bone I don't want the onesie TWY so go find me situation which there's multihop and there's more than 10 situations in which that happened and it apply so now it'll narrow down to just those multihop situations in which there's more than 10 tickets that went through that same scenario and I can see I have these 26 here that are going from it support Americas to support it back to it support americ and I can see that on average it's taking one month for the incidents to make that Journey but in there like who's holding on to the tickets the longest so what I can do is I can focus in on these 26 and I can see that the incidents go in they go to it support Americas then they hang on to it for about a day before they transfer it over to support it and then on average support it is hanging on to it for four weeks before they pass it back to it support Americas so I now know who's holding on to the tickets the longest if I wanted to I can get to the detailed records and dig into these but it's a very common problem and what we can look at is hey do these tickets need to go to support it um and if they do why do we have to go to it support Americas First can we just bypass that and get to there why do they spend the time to transfer back to them can we just end the life cycle there and reclaim some of that time maybe there's a training opportunity here so just lots of opportunity but just getting this level of visibility is really really important to start reclaiming some of that productivity time for the organization so many other examples I can show you but um at this point what I like to do is I like to kind of dive in and say let's focus in on like what does it take to get started with this like how can we get going well let's create our first project and this is where I usually like to joke that if you can dodge a wrench you can dodge a bowl or if you can build a service now report you can visualize your processes in a matter of minutes so let's just call this one Tech talk and I'm going to add a dashboard here again we're going to give you some of these out of the box or you can create your own we'll just add one for the project itself and we'll hit save now the first thing that we need to do is we need to choose which data do we want to mine um and any data any table that has auditing turned on is going to be available to us so we can come in here we'll say incident that's where my best demo data is incident we'll choose our data from our list or table from our list if you don't see a table that you want to mine in this list it's likely that auditing is not turned on for it and then we just start scoping it narrowing the data set down we always guide customers to focus in on work that has completed the process so the best way to do that is actives closed and then we can start to say maybe I only care about a certain category or assignment groups incidents maybe I want to just look at the last month or the last quarter right you just narrow the data set down in my case I don't need to do a lot of narrowing because I I've got a limited set of data inside of here and we're not trying to ask and answer a specific question now once we've done that the only other thing you absolutely have to do is you need to choose an activity what is the thing that is changing on the records over time that we want to use to look for bottlenecks or opportunities to improve very often we just start out with looking at how things are moving from state to state but as you just saw a very powerful and common example is to use assignment group as your activity and you can com Bine two of these activities in the same map if you wanted to um so we could be done now but of course you're going to want those handy dandy breakdowns on the LEF hand side of the screen to allow you to start slicing and dicing these projects so we can come in here and maybe I'll just add category as a breakdown you might want to use assignment group priority resolution code you can have up to 10 breakdowns per project and we'll just stop at one for purposes of time here today and then what we'll do is we'll go to our project definition and the last thing that we're going to do is we're going to import those finding templates remember those Improvement opportunities we saw on the dashboard things that go into a waiting caller info or rework extra steps pingpong detectors we'll just import those from the content pack so we have them available to us and at this point we're done we hit generate models and what this is going to do it's going to go out it's going to harvest the relevant audit log data based on the criteria that we put in passes that information off to the machine learning infrastructure to do the heavy duty number crunching to eliminate any of the um performance any sort of performance implications on the instance itself it then spits that finished model back into the instance and away we go um so this usually takes anywhere from 30 seconds to a couple of minutes depending on the volume of data that we're trying to mine and our place in line with that machine learning infrastructure but that's it that's what it takes and this is the one of the things that gets our customers so excited about what process mining can do for them because most of our customers based on what you just saw already have the skills they need in house to get started with this solution to get started right away um and start getting better insights into how their process is performing and where the opportunities to improve might be the real work with the solution is really just using the solution to dig into your data and identify where the opportunity is it's not the creation of the projects themselves and then there's the work of actually acting upon the Improvement opportunities that the data is showing us and finding for us almost there and now we're done so we can hit open analyst workbench there's our Tech talk we're going to have our our dashboard our Improvement opportunities that came based on uh the content packs and then our map itself that's it that's what it takes all right go back over to the slides um so I saw some questions earlier about kind of what other customers are using this and how are they doing it um I can't use names but uh just to give you some examples some of the initial things that we've seen customers I had one customer a large bank with first week they turned this on they identified a situation in which they had an automation that was failing over 2200 times a month I and when that automation failed it would create a manual task that somebody had a follow up on all this automation was doing was putting people into active direct groups but what they identified is that that failure the failure is being caused because the form um allowed people to try to do cross domain type of putting people in from one domain in a group in another domain it was failing for that reason um simply changing the form allowed them to reclaim seven years of productivity time per month um but they found that opportunity using process Mining and then you know the nice thing about that example or what I like about that example is the the person who shared it with me uh they said Dan what was great about that is it was like a double inefficiency we solved because not only were we creating these manual tests that people had to work people were calling the service test to check the status of those manual tasks so we eliminated two inefficiencies simply by changing a form another example was we had a customer that identified that a third of the ticket time was just waiting for things to be assigned for so we lost it they it was a three-day closure time on average for a certain type of ticket a third of that time a whole day was the ticket sitting in new to assigned State I and they were not using any sort of assignment rues so they've implemented a a round robin assignment Rule and they estimate that's going to save them 400 days per year so lots of different opportunities lots of savings I mean the time and the time adds up right sometimes we look at and we say well it's just a couple of hundred of these incidents or cases or whatever it might be here or there um but you know all of those things add up over time what what process mining is really good at is showing you where you have all the different leaks in your tires where you're leaking productivity time and then giving you the data you need to prioritize which leaks are the biggest and which ones you should plug first I I think I've already mentioned this a little bit earlier but the the question about like hey where can I apply process mining well if you're using itsm it's available for itm if you're using on any of our customer or industry workflows you can apply process mining to those HR case and life cycle events process money is available there field service management strategic portfolio management if you've built custom applications with app engine and Creator workflows and I've already mentioned that external data piece so lots of coverage on the platform for process mining now Above and Beyond Today like if you like what you saw and you're like I really want to learn more about that well there's no shortage of opportunities to learn more about process mining out there on the internet uh we do have an A self-paced on demand training called process mining Essentials on the n now learning site that's available to you uh one of the best assets we have out there is a great white paper based on our experience with process mining here at service now it details kind of how we approach process mining from a programmatic perspective here at the company it also walks through some of our initial findings like five or six of the initial use cases and kind of what we found and then how we acted on them and some of the savings that we recognize based on those actions there is a community form focused just for process mod so a product Hub there's tons of resources recordings out there that you can take advantage of if you have questions that we don't get to answer today and you want to get to answered post them on that community site our team checks that site multiple times a day and responds very very quickly uh one of the assets that you'll find on that site is something we call the process mining Academy so we host a monthly webinar Series in which we do deep dives into different areas of process mining we have a whole session specifically on process mining for field service management or strategic portfolio management or we have a whole session just on that external data offering or a session on how to create and use those automated findings or how to embed a process mining map in one of the dashboards that you're creating so there's over 20 plus Academy sessions recorded and posted out there so check those out we also have something we call the use case series one of the things that we've recognized is that process mining is a new muscle for a lot of our customers and just like when you're learning a new exercise routine um or new type of stretch or something like that it's very helpful to have a little video to show you how to do it U so what we've created is this library of little short five minute or less videos that show you how to use process mining for very specific use cases like how do I use process mining to do SLA breach analysis or how do I use process mining to look for work that's taking longer to Route than resolve or how do I look use process mining to identify approval bottlenecks and a request process so this use case series these short little videos that show you how to use process mining it's great for getting ideas on where to apply process Mining and then also how to act on that and then there's a number of different live and now sessions out there that walk through how you can get started with process mining I actually just did another live on now session today about what's new in Washington for you see relas for process mining so a number of other sessions out there uh if you look in the live on Ma section for process mining all right I think I want to just open it up for questions one more time so if you've got questions I'm going to check the Q&A but if you have your thought of questions throughout the session and you not put them in there now is the time to to put them in there and just looking at the list of questions we covered some of the use cases already um so I think we're good does anybody have any other questions that they want to get in here now is the time to put them in the Q&A there is a question here what release is this available from I think I might have addressed it already but if I didn't uh process Min has been available since the Quebec release so over two years um and I think I might have mentioned earlier that it was originally called process optimization so you may be more familiar with it with that name but as of Vancouver we've uh changed it to be process mining so um somebody's asking about how to uh get this or work with this with their account um one of I would just reach out to your account team um and and there that you work with and they'll be able to help connect you with the right people here at service now uh to work on a demonstration and potentially a proof of value if necessary with that customer a question around availability inside of fed ramp yes it's fed ramp uh approved certified also for those customers out there that might be Inon Prem environment uh we also process mins available in those environments as well if I don't answer it we'll we'll follow up with the the correct answer um so we started with a quote I always like to end with a quote um to improve is to change to change to be perfect is to change often and I like this quote because uh what you saw here today is now with this ability to have Pro with the visibility that process mining provides uh is going to give us that ability to make changes within our organization at a more frequent nature and an accelerated pace and that allows us to continue to get better um and to kind of get close to perfect we'll never get all the way there but we'll be able to get closer to that with that I'll just say thank you appreciate your time here today um and if you've got questions please post them in the community site uh for pro products sorry for process mining on the community site and uh we'll make sure that we answer those for you and if you want deeper dive into any area just reach out to your service now account team and and they'll get you in touch with the right resources