so welcome to today's live on now session Better Together platform analytics and process mining uh this session is based on one we ran at knowledge 24 the original session that we had scheduled sold out then we added a second session and that one also sold out so we figured it was a good idea to have a webinar and get the content recorded and out there so it would be available in perpetuity uh so today's session is going to focus on how we can use these two aspects of the service now intelligent platform uh to give process stakeholders the whole story a tell process stakeholders the whole story when it comes to their processes performance and how they can reduce inefficiencies and increase overall productivity uh but before we get to the content let's get some of the the traditional Logistics out of the way uh this is the slide that says hey anything I say and do here today can't be held against me in the court of law it's also the slide that says hey as part of this conversation if we happen to make any forward-looking statements about things that might be coming on the service now platform you should take them as forward-looking statements make no purchasing decisions based on them whatsoever because they're always subject to change I'm assuming you've you've read the fine print um just in terms of Q&A and questions and answers uh please put your questions uh in the in the Q&A section uh depending on how things flow I might not get to them to the end but I promise you I will get to the questions I know one of those questions is going to be will this be recorded and posted and the answer is yes uh it will likely be posted tomorrow to the community site it will be available in the live on now event section as well as the process mining product Hub on the community there's tons of content there we try to kind of centralize all of our process mining stuff in one place for you uh also you're going to be getting a little survey at the end of this please take the time to fill it out um we're all about continual Improvement here on the process mining team and and we always like to say do the best you can until you know better then when we know better we always try to do better so uh the feedback is certainly welcome as well as those questions they help us improve uh who am I uh my name is Dan Grady I'm part of the process mining product team here at service now what we'll be covering today well we'll start out briefly introducing the service now intelligent platform for those that aren't familiar then we'll talk about the complimentary nature of service now's in platform analytics and our in platform process mining Solutions uh we'll share the different ways that those are two are connected on the platform and then we'll show you some of how that connection Works live in a demonstration and we're even going to take five minutes or so to create and mine a process Maring project from scratch together and then embed that visualized process map on a platform analytics dashboard we'll get your questions answered share some additional resources and then we'll get you out of here seems like a lot but uh we'll move pretty quickly and and it shouldn't take up too much of your day all right so I always like to start these sessions with a quote and we picked this one for this session because it aligns perfectly with the major themes that we want you to walk away from this session with certainly we want good results but management by results is not the way to get good results we need to work on the causes of those results I mean we like this because it it speaks to the differentiation between information and insights the what and the why but it also the need to to not just report the news but actually to start creating and influencing the news with the data and insights that we have on the service now platform now the First theme it aligns to is that the importance of extending the reach of data beyond the corner office and embedding information and insights in the flow of people's day-to-day lives throughout the organization so much Focus has historically been placed on Executive and management level dashboards the need to report the results but the reality is the numbers on those Dash those executive management level dashboards they don't move just because we have executive and management level dashboards they only start to move when we start to influence and change the behaviors of everyone else in involved and delivering on those numbers and that's the beautiful thing about the embedded intelligence the Ser on the service now platform we're able to more directly use data and insights to improve the speed and quality of people's experiences the decisions they make and accelerate the pace in which things get done we're able to do that because we're we are the platform people are doing work in uh the closer you get to the front lines in an organization the less likely you're going to get somebody to leave the system that they're working in to go to someplace else to look at numbers and if we want to start using information and insights to change behaviors we need to put it in the flow of people's day-to-day lives now there are so many different components on of the intelligence layer of the service now platform and as customers you get the benefit of the prepackaged out-of-the-box solutions that we create and bake into the different workflow offerings that we have but you also get access to the foundational Solutions themselves to create unique experiences that align to your specific needs uh today we'll we'll focus on how to combine two of those those solutions to provide a more complete experience for your stakeholders and provide them both information and insights so um we want to get them to move from just reporting the news to actually creating and influencing it those those two capabilities we'll focus on are performance or platform analytics I'm not 100% sure what the official name is at the current moment but I think most of us know it as performance analytics and and process mining so let's quickly talk about the difference between the two and then we'll focus how we bring them together on the service now platform so performance analytics is fantastic at helping us ask and answer these very important questions how many tickets incidents cases did we work which types were they how long did it take us to close them and probably most importantly are we hitting our targets and are we improving our cycle times all super important questions that I hope you have dashboards just like this to help you ask and answer but here's the deal I've been doing this a little while and one of the things I've learned is this information is 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 is somebody starts asking questions like why are we missing our cat or eat targets why are our closure times trending in that direction like why why why and the answers to those why questions the insights we need to make improvements don't always live in dashboards like this this is where process mining comes to the rescue to help us ask and answer those follow-up why questions like where is the process getting stuck where is the unnecessary rework happening where are we spending or wasting the most time which vendors are speeding us up and which ones are slowing us down or um some of you might have already heard this but my personal favorite um I've been around service now for a little while mostly working with customers and they reporting analytic space and I I've been asked for the same report so many times over the years um that I've actually found out that it's got a name it's called the finger pointing report like everybody wants to know who is holding on to the tickets the cases the the incidents the longest we need to know who's holding on to the work the longest and um if you're a more class app full person you call that the the opportunity to improve report but these are all the types of questions that process mining helps us ask and answer all those follow-up why questions to give us the insights to actually improve those metrics on those dashboards so essentially we like to say that process mining helps us get to the W behind the kpis giving us visibility into the bottlenecks and inefficiencies in our processes the rework the pingpong the slow and long transitions all the things that are slowing us down holding us back and impacting the kpis on those higher level dashboards all right so as you can see performance analytics and process mining very complimentary the what and the why the information and the insights I mean we've been on a journey to bring these Solutions together on the service now platform I'm going to run you quickly through that journey in slides and then we'll jump into the instance and we'll look at how some of these things work together live so since the Rome release you've you've had the ability to run ad hoc mining jobs from your analytics hubs your kpi details Pages or even your list views so uh if you were to drill down on a performance analytics kpi for closed incidents in let's say the month of April in a single click you could actually generate a visualized process map of those incidents to see how how they were progressing to closure right so to get from right from a performance analytics kpi to to a visualized process map of just those incidents behind that kpi or you could drill down on a report for customer service cases that breached SLA and from the the list that you get immediately generate a visualized process map to see which teams were holding or transferring the tickets at breach time right so since the ram release you've always had this ability if you've turned on process mining to get from your existing reports and analytics that you have out there behind the data to to the process mining insights that that about the process itself now in in so that's performance analytics and reporting to process mining in Vancouver we introduced the ability to add a visualized process map to your platform analytics dashboard so just to be clear this is the platform analytics dashboards the the older School dashboards this Widget the process mining widget is not available for them I I always get asked that question but since everybody is moving to platform analytics we are where we need to be uh so like I said in Vancouver we introduced this ability to add these visualized process maps to your platform analytics dashboards and this allows you to tell a more complete story for process moner owners or line of Business Leaders or others in the organization it it also helps raise awareness that this level of visibility into process Improvement opportunities exists um one of the things that we're learning more and more is that there's so many people out there inside lot of organizations that have no idea what process mining even is um so by putting this type of visualization on a dashboard that they're using day-to-day it helps kind of Mark it to the organization that we can do better there's another level that you can actually see about inside of your data to help you make improvements in Drive productivity in Washington what we did is we added some initial drill down capability to the process Maps you're adding to your dashboard so you can drill down on a process map node a state or in this example an assignment group um and get a better understanding of the incoming and outgoing work right this is super useful for team leads wanting to understand who is transferring or shipping work to them and where their teams are sending work out to so being able to see the In-N-Out um of of how work is moving between teams really really powerful a ton of customers that we're working with were very interested in getting this capability added to the platform or this type of visibility then the last linkage we'll talk about today is the ability to embed process mining insights as part of your dashboard so if you if you aren't over overly familiar with process mining in addition to the visualized process map um the solution also identify Improvement identifies Improvement Opportunities For You by flagging things like rework pingpong slow transitions you also have the ability to create what we call rule-based Improvement opportunities where you specifically call out and tell the solution to look for a certain scenario uh one of the more common um Improvement opportunities that we see customers focus in on are are what we we be calling idle time opportunities where you have let's say work that's taking longer than two days to go from newe in progress but then less than two hours to go from in progress to resolved um think about all that time that's being wasted before we start the work and all that productivity we could reclaim and if it's only taking us less than two hours to actually do the work very often there's automation opportunities living inside inside that set of data so that's those are just we have these Improvement opportunities one of the things that we've enabled in Washington is the ability to surface those Improvement opportunities outside of the process mining work space and inside of the insights panel that's on in your platform analytics workspace uh So based on the kpis that you've put on our dashboard we will surface relevant process mining Improvement opportunities in that insights panel it's a super powerful way to embed both information and ins sites in a single screen for a process stakeholder to take advantage of all right let's take a look at some of these things live inside of an instance um and the the first thing that I'm going to bring up is just to kind of look at that from performance analytics or reporting to process mining uh scenario so let's bring up this dashboard here and I've got just a couple of simple visualizations and reports on this dashboard um and and the first one that we might want to focus in on is maybe I've got this the closed incidence Trend chart here and there might be like a little bit of a spike here in August and I want to drill into that and understand what might be causing that or some of the the factors inside of here and then what you'll notice is from this kpi Details page it's super tiny up here in the upper right we're working to make that button a little bit bigger if we can get our design folks to to jump on board here um but you've got this open and process mining little button here and if you click on this what is going going to do is it's going to drill down mine the data be that's inside of that kpi Details page um the incidents that closed in the month of August and then provide us a process mining project uh based on that data and inside of that project you're going to get your standard summary and insights page with those Improvement opportunities that I was talking about the reworks the Ping pongs and all those stuff as well as your visualized process map for that data so you can start digging in continuing the conversation to get a better with the data to get a better understanding of what might be impacting that spike in closed incidence or the work that was closed on that given period of time so single click right from a kpi Details page you get into a process mining workspace let's come back here um another example right that's that's performance analytics to process miny this other one here is I've just got this standard report that's showing me incidents that have breached um by cmdb class and I can say well let me focus in on these ones that were in the computer class and drill down and get me to that list view of just those incidents that had breached for that certain class and then what you'll notice on this screen here if I come up to the top is I've got my standard options of creating a bar or a pie chart but if you're entitled to process mining you've got this launch process mining from the list view of course the there's certain roles that need to be applied but you can go right from a list view to process M it's a mine a subset of data that you drill down to from a report port and this will take you to the project configuration screen uh you've got all your findings set up here the one thing that I do want to point out is what's passed over to this is the filter criteria based on that list view so you can see your computer class the closed work the task SLA has been for each so it even carries over the related list conditions as well and then right from here right you have that ability to mine this subset of data so you could click on the mine button it would run and mine that data I'm not going to do that here but I wanted you to see that right from a list view you also have the ability to get directly to process Min for a subset of data all right so that's performance analytics and reporting to process mining now let's look at kind of embedding that process mining dashboard or process mining map on a dashboard so here I've got this dashboard I've got some kpis on this dashboard as well then you'll notice I've got a widget on the right hand side that is a a process map that's based on a process mining project in this example here what we're looking at is we're looking at let's just zoom in a little bit here we're looking at how the work is moving from Team to team in the process rather than state to state in the process and what we can do just so you know this process map can be aligned to the filter criteria that you have on the screen here so if I want to look for let's say it support and just focusing on that it support America's team I can apply this and this will narrow down the map on the right to just focusing on that it support America's team and then maybe I want to start drilling into this to get an understanding of the incoming and outgoing work on this team so I can drill into this it support americaas who that's a little bit scary so let's change the zoom or reduce the number of connections here narrow it down and I can also start focusing all just show me the work that's being transferred into that it support America's team and narrow it down just the incoming work and then we might find this opportunity here well look at these 53 from coming from support it that on average are taking one month to make that transfer into our team maybe I want to filter in and just focus in on those 53 that are coming in you see here how there's some other ones that look like they're transferring and that's because those work that work might have been transferred out from it support Americas to another team and then come back in so now I can look at all the work that we're shipping out based on those 53 that were taking me a long time to come in so lots of flexibility to work with the process graph on this screen here and get an understanding of the incoming and outgoing work one of the things that I will call out is in as this Safe Harbor right in the X X release we will be add the ability to drill down on these maps and get to the detailed records behind these then the last thing that I wanted to point out on this screen here is that insights panel so you'll notice on the right hand side of the screen here I've got these insites that say quality issue resolution rejected or multihop situation and some telling me that of these incidents a certain percentage of them were going through multi hops these insights were powered and generated by the fact that there's a process mining project that has Improvement opportunities in it that aligns to the kpis on this screen um and you can drill down into the details of these right from here so just that ability to start to surface some of those powerful insights that process mining is providing right on a dashboard without somebody having to go to the process mining workspace to see them really great way to start embedding these insights in the flow of people's day-to-day lives all right I see some questions are coming in I'll get to those I just want to cover one more topic U before we get to the questions and that is let's let's embed go through the process of creating a process mining project and embedding it on one of these dashboards uh so what we'll do here is I'll come over to my process mining workspace actually let's see if I can I already have it open so we'll use this one here and we'll say create a new process mining project and this is the new guided setup experience that's in Washington and we'll create a project called better together together PA and PM and the first thing that we're going to do is we're going to pick our table that we're going to mod the most demo data and I'm just going to hit save and next and then what we need to do is we need to scope and organize our project it's just a couple of quick steps the the first thing that we're going to do is we're just going to filter our data um just like you're building a report you narrow your data set down based on the the question that you want to answer and when it comes to process mining we typically want to focus in on work that has completed the process so we add a filter of active as false but then you would start saying maybe I want to look at a certain time period a certain category a certain team a certain Channel um and just start to focus your your analysis here I don't have a specific use case so I'm just going to leave it as active as false and save that filter Set uh filter sorry uh then you're going to add what is known as an activity like which what is changing on the record that we want to look for bottlenecks in or or patterns in usually you start with something like looking at how the work is moving from state to state in the process or as you just saw on that other map assignment group to assignment group but you can do things like looking how things are moving from Priority to priority or how things are being deprioritized in a process and then of course you're going to want to have something called breakdowns to slice and dice your process map by category by assigment Group by Channel By Priority you can have up to 10 of these breakdowns per project I'm just going to add one in the interest of time here and click the next button and then those Improvement opportunities that we talked about um the ones that are going to be surfacing on that left-and panel inside of your you know the the dashboards that are there or on the summary and insights page inside of process mining they come as part of content packs that we provide with process mining but you also have the ability to configure your own um so we'll just add some of those to our projects we'll hit next and we're we're done we're going to get a summary of of um what we just configured there we're going to hit the mine button to mine the project and this is going to go out it's going to harvest the relevant audit log data it's going to pass it off to the machine learning infrastructure to do all the heavy duty number crunchings to avoid any sort of performance impact on the the instance itself um and then it's going to spit the Finish model back in it takes anywhere from a couple of seconds to a couple of minutes depending on the volume of data and and the traffic uh that's going on there that day but that's all it takes right real quick very easy to stand something like this up and get it running and going um in the interest of time I'm not going to wait for this one to to finish mining here I'm just going to come back over here and use an existing one and add it to there uh to the dashboard so once that finishes and you have your finished process mining project and you want to add it to a dashboard you'll simply come over to the dashboard you want to add it to you click on the edit button and you can say add a new element right and you're going to go see where you have data visualizations filters headings but then you'll have an option called process mining map so we'll add that process mining map to our dashboard and then we're going to come here and we're going to search for the project that we want to add right I've got one that I've already mined Better Together finished I'll add this to the map I can say number of of connections let's just do 50% here so we get a map and then you've got this little option to say which case follow simulation which is just going to kind of turn that on and you'll see all the little ants that are running from state to state that just gives you a A visual representation of the volume and velocity between the different states on the map and we're done and we can hit save and we can exit editing mode you've just seen how easy it is to create a process mining project mine some of your process data and then add that visualization on a map uh or that visualization on a dashboard that you have inside of your organization really really straightforward really easy great way to start to expose people to a whole new level of insights about their processed data all right let's come back here to the slides last thing and then we'll get to your questions that you're putting in there if you've got questions now is a good time to put them in the Q&A and we'll get them answered so as you've seen there's a very tight relationship between the Analytics on the platform and process mining so uh with process mining in the mix you can start to tell a much more complete story to your audience now the the reporting on the platform is fantastic at at helping us ask and answer one very important question where are we right now which is a very important question for so many operational use cases but if I came to you and told you that uh you had A8 open incidents right now and asked you if that was good or or bad that was bad just by knowing where you are right now you wouldn't have all the information you need to answer that question what performance analytics brings is the infrastructure in the engine to allow you to start snapshotting data over time so you can not only answer the question of where you are right now but you have the data points to answer where you were before and now that you have both of those you can answer the most important question of whether we are improving or not everything you're doing on the service now platform is focused on improving the way in which work gets done performance analytics gives you what you need to communicate that those improvements are actually happening now in addition to that performance analytics also gives you the ability to set targets aligned to your kpi so you can start to communicate to people in the organization where you want to be you also get a forecasting engine so you can get a sense of if everything stays the same when will you hit your actual targets that you've set for yourselves but as we all know nothing stays the same and and we still we can't still sit still and do nothing by a but by adding process mining into the mix we get visibility into the levers we can be pulling in the organization to help us reach and outperform our targets more quickly right tell that complete story you have all the pieces at your disposal now to tell that complete story to your stakeholders in a in a single dashboard on the platform now I had I had a colleague who who had a great analogy to describe this situation he said the reporting on the platform is kind of like a scoreboard at a game it tells you the home team is up 28 to 27 tells you how much time is left in the game how many timeouts each team has which is all useful information but what it doesn't tell you is that the visitors just scored 27 straight points and maybe the home team's best player just got hurt a few minutes ago it gives you no visibility into the momentum inside of the game and you'd hope that you'd coach or manage differently based on the momentum inside of the game performance analytics gives you visibility into that momentum inside of your business right and you're going to manage your business differently once you have that level of visibility to the momentum but then process mining gives you the plays that you should be running to ensure that that momentum is moving in a positive direction and that you can consistently increase that momentum over time super important to bring those two things together actually all three of these things together and you have it at your disposal now all right let's get to that that questions and answers if you if you haven't been putting your C your questions in the Q&A section now is the time to do that so let's see what we've got here okay so the first question is just validating where we can how do we get to the the process mining from the different widgets on the platform so just to confirm when you go to a performance analytics widget and you drill down into it let's say it's a score widget with performance analytics it takes you to something called the analytics Hub if you're using the older dashboard but if you're in the new platform analytics experience it takes you to some something called kpi insights from the kpi insights or analytics Hub there's a little icon up at the top that you click that actually drills down and runs the process mining for that subset of data so that's the performance analytics from a reporting perspective when you drill into a a visualization that's an operational report it takes you to a list view from any list view with from the header menu of the columns you have things like crate a bar chart pie chart launch interactive analysis one of the options if you have the right role will be launch process mining right from there so that's the operational reports um the answer to that one let's get to the next question this is a very common one that we get can process Maps be run on Virtual agent conversations um to my knowledge no uh because we're using the audit log data but you can get a lot of information about um the the um kind of you can mine the data that's come in via the virtual agent conversation um and use that to kind of get an understanding how the process be formed performed based on in stuff coming in VIA that channel you can also use related list filters to focus in on things like hey you know what it started as a virtual agent conversation but then became a live agent chat so there there are things that you can do mapping the actual conversation structure itself is just not something that we use process mining for perfect so question of how much of what you showed here today are like out of the box capabilities that are available in Washington DC so everything that you saw me show here today are is available as part of the Washington DC release um in terms of the the IT service management feed you do need to have entitlement to process mining though and just so you know process mining is available as a as an add-on to your it SM professional entitlement and it's also bundled with your your itm enterprise process mining for those that are not familiar is available for it or itm customer service management all the industry flavors of customer service management HR app engine so if you've created custom applications you want to mine those you can apply process mining to that uh field service management strategic portfolio management uh am I missing any oh and if you want to import external process data um you can you can import external process data into the service now platform and apply process mining into that as well um so lots of almost complete coverage from a process mining perspective from a different different workflow perspective uh so question about is process mining has you seen people use process mining for the change process absolutely um we've seen people use process Mar for the change process mostly around conformance and and looking for things that kind of are bypassing steps in the change process or for incidents that were caused by a change looking historically at hey what was the change process that actually allowed that change to get through what were the approval steps are things slowing us down are there things that we could be making standard changes um that are not currently standard changes so yes I I've seen a number of different customers use process mining for the change process any other questions I'm just going to jump over the the chat and see if there's any questions in the chat not the Q&A ah okay good question of course somebody's asking about the AI and yes um what's interesting is process mining is very very complimentary to now assist our gen generative AI Solution on the service now platform because the generator of eye capabilities are are there to help improve experiences for individuals within a given process right summarize a summ summarize the notes on a transfer um let's say or let's say it's kind of improve the intake experience for a catalog item via the virtual agent um all gen capabilities are and now assist are great for improving those experience that somebody's having within a process but process money is great for showing us opportunities in which we can improve the entire process itself right it's one thing to improve the experience somebody has in terms of summarizing notes on a transfer from Team to team but are there ways in which we could reduce the number of transfers alog together um and it it's it's great that now assist is helping us improve that intake experience via the virtual agent to request something but you know what if those requests are still getting stuck in an approval state for two days that's still slowing us down and process mining can show us those situations where we might have unnecessary approvals or long wait times for approval so lots of complimentary um lots of compliment that's very complimentary the two generative AI now assists on the platform and process mining um and there's ways in which we can use process uh generative AI within proc process mining itself to help summarize the work notes on around certain transfers and and give us some visibility into what actions we could take to improve the process there so lots of opportunities uh to to link the two things together so thank you for answering or asking that question all right uh get your questions in um but before we we wrap up here today I'll I'll I'll check the quick Q&A one more time but as you're getting your questions in just want to make you aware of some additional resources that are out there one there is an learning course called process mining Essentials that's available on the now learning site if you want it's about 90 minutes self-paced so if you do it a two time speed is about 45 minutes U but it's a great foundational resource for you we get a lot of questions about scaling process mining at your organization one resource that's out there on the community is a now on now white paper about how we've approached process mining at service now and how we've scaled it internally it also call gives you some examples of some of the initial processes that we minded and the findings that we had change is one of the examples in that white paper for the person asking about change we've now mined over 50 process seeds here or we're mining on a regular basis over 50 processes here at service now with process mining um You probably found this webinar via the community uh site uh service nowsite there is a process mining specific product Hub that we centralize all our resources on that product Hub any sort of recordings that we have any enablement content that we have any blog post that we have they are all centralized in that one place uh so check that also we do check that product hub on a daily basis the team checks multiple times a day to see if customers are submitting questions and we try to get you an answer within 24 hours to any questions that you post there we host something we call the process mining Academy on a monthly basis in fact right before this webinar we were hosting this month's process mining Academy session um also available via the community you can register for it there's about 26 recorded sessions now out there uh deep dives into different aspects of the solution whole session just process mining for HR whole session just on process mining for strategic portfolio management whole session just on those Improvement opportunities and finding definition so lots of opportunities to learn there we also have something we call a process mining use case Series so like most things process mining is a new muscle uh for a lot of folks and when you're you're training a new muscle it's helpful to have that little video that shows you how to do the exercise uh we've got a a series of 10 five minute videos that walk you through how to do specific types of analysis with process mining like SLA breach analysis multihop analysis things that are taking longer to Route than resolve like an idle time use case um uh on hold reason analysis so there's there's 10 of these five minute videos out there again on the community site really really useful and then we host the monthly office hours uh so next week will be our third office hour session just an open form for customers to bring their questions we'll get them answered and you can sit in and and listen and learn from other people's questions that they have um so lots of resources for you to learn a little bit more about uh process mining moving forward um a couple of additional resources that I'll just call out that are might be super helpful one is we have an academy session specifically focused on extending the reach of process mining insights through platform analytics it's much of what you saw here today but we do do a little bit of a deeper dive into that insights panel um and then there's something we posted it's kind of like a a beginner's curriculum to process Min so guide to getting started with service now process mining capabilities it has everything from a two-minute explainer how to kind of get other people in the organization excited an overview and a demonstration recording a recording of how to create your first project much like what we did here today and then a recording of how to use the process mining workspace to dig in and find process uh opportun Improvement opportunities all right last chance for romance anybody got any additional questions that we haven't covered yet that you want to get in um we'll give you another minute or two to get those questions in there and then we'll we'll wrap up for the day not seeing any other questions coming in so with oh one more one more question just came in what are the most common mistakes when people begin using process mining that's a great question um actually such a great question that we're planning on hosting another webinar session just on on that topic alone I will say um one of the one of the mistakes that people one of the more common missteps let's not say mistakes missteps that people make is that process mining is going to be magic um and that it's just going to tell us everything that we're supposed to do and I always like to say that process mining is a verb somebody has to do it um so you know it's it's one of these things where it's really easy as you saw here today to create a process mining project and get the initial visibility into where there might be opportunities to improve but you're still going to have to use the workspace to dig in and and identify what to do next so it's you know one of the things the misconceptions that people have is that it's magic I always I always like to compare to um so like every organization is a beach of inefficiencies um and what process mining is it's kind of like the metal detector you're going to walk around the beach and it's going to beep louder in certain places than it does in others and you know that louder beeping is where you're going to start digging to find the goal that is the Improvement opportunity right process mind is just like that metal detector it's going to show you with data right where your biggest opportunities are from basically showing you the time where the most inefficiencies and the most productivity is being lost but you're still going to have to dig into the records to understand what's going on there and what actions we could take to improve that but it's much better than not having the metal detector right and that's it's a huge timesaver there so that's one thing I think is a misconception that hey um that this is just going to be magic there's going to be a little bit of effort not in standing it up most customers can be up and running in a matter of 15 minutes once they turn the plugins on but then they have to dig into the data uh so that's that's one thing the other one is that in order to scale this effectively right you you want to educate people in the organization that this capability exists one of the ways to make them aware is to start embedding it in the dashboards that you have out there but you you sort of want to treat this as a as a almost like a program right um to kind of do on a regular basis you're going to not just process mine once and then never come back again this has to be something you're doing continually um and that's and the the other mistake that I see is or misstep that I see is that when people do find stuff and they have success you maybe they put it into a PowerPoint presentation and they go to tell people people what they found um that's not good enough right there's applications on the service now platform that help us capture track and prioritize these Improvement opportunities we're finding and hold people accountable to acting on them you need to be H holding people in the organization accountable to acting on the analytics and and the insights that process mining is telling you because um data is great insights are fantastic but if you don't act on them you don't do what the data is telling you to do then you recognize none of the value of the effort you put into the analysis so that's another one is they don't sometimes we see organizations don't have um you know a level of sponsorship at the leadership level to actually drive and hold people accountable to acting on the insights that process mining is telling you hope that was useful and we're going to have a whole session on on that moving forward are there specific uh use cases for strategic portfolio management that can be shared or um yes I would say go check out the the process mining Academy um and there's an academy session specifically on process mining for strategic portfolio management it's at about an hour recording I I'm partnering with James Ramsey who's on our strategic portfolio management product team he drives the conversation there he calls out a number of different use cases a lot of the initial use cases that we see it's focusing on how things are moving through the demand funnel and the demand and process um but he he does go into an example of getting an entire get getting visibility into the into the entire value chain as part of that session so I check that one out um if you if you haven't already checked it out uh yeah so a question just based on my last comment somebody say wait there's a way to track the improvements within service now and yes 100% there is a way there's a couple of different uh applications that you could use on the platform and they're both connected directly to the proc process mining workspace there's an application called continual Improvement management and that allows you to capture Improvement initiatives um assign tasks from them align kpis to them align process mining improvements and insights to them kind of acts as a hub as a a hub of what needs to happen to improve something um and then you can actually you know report on that and say look at how that Improvement initiative is being run it's one of the things that we do here at service now is we we feed that continual Improvement management application on the platform and then there's a bi-weekly review with our leadership and the process owners to to kind of see hey are we taking the necessary steps to actually complete this Improvement initiative that was found by something we were doing within analytics or within process mining so that's one application continual Improvement management then you also have automation Center uh which is more geared for putting in automation requests than then tracking um that we've implemented that Automation and the return on investment that we're getting from that automation they're both linked from the process mining workspace so you can kind of tie those things back to hey now we made this change let's see uh the value that we're getting at it and is it making the impact that we expected uh there's a question that came in that's a little vague just is that an add-on continual Improvement management I do not believe is an add-on every customer that I've worked with has had it now mind you I I'm typically dealing with customers at the pro level and above so I don't know if it's available in standard but if you're at the professional level of let's say itsm or HR or customer service management I know that continual Improvement management is available any last questions this is great um glad we saved some time for for all these questions any any other questions that you want to get in before we turn into a pumpkin here today if not just want to thank everyone for their time the recording will be posted we look forward to interacting with you on those process money Academy sessions the office hours um but I really appreciate your time and attendance here today uh hope you found some got some value out of the session see you next time