hello everyone welcome to real world process mining for hrsd and approach um I'm Rue Adams I'm going to lead this session for with you um couple things one uh this is a re-recording of a session that was delivered on June 5th 2024 unfortunately the original session um had some issues uh with the recording and and so I'm re-recording this um that will obviously not allow us to uh to have anyone ask ask any questions this time um however I will talk about uh one of the important questions that came up in the last um last session we did uh Dan and I Dan Grady and I delivered so we'll talk about that um and the question that was asked there as part of this presentation this presentation is not a demo of process mining uh there are resources available on both the community and now learning that will take you through um you know how to set up process in how to uh configure it how to set up the roles um you know how to set up your first project how to run your first project how to analyze the data um we have a lot of information out there there's the entire Academy series out on our community those resources will be uh shared later in this presentation uh with links and uh and QR codes so you you'll be able to find that material um if you don't see it or or forget about it here um after this recording um feel free to just search for process mining on our community site uh community. servicenow.com and you'll find those materials um lots of them uh there's a whole use case series that talks about some of the various use cases um there are there are a lot of materials available out there around how to process mind now what I'm talking about in this session is how to think about creating a program for ongoing process mining um process mining is certainly valuable if you do do it one time and you get some insights process mining is a lot more valuable if you do it one time and then do it again and do it again and then expand your scope and do it again because what you're going to find is where are all the efficiencies happening um as I'm as I'm running through uh in this case HR cases however the same process the same kind of program and the same kind of roles would apply regardless to whether you're doing hrsd itsm or CSM right um you know if you're looking at it incidents um you could have this have a very similar approach to what I'm describing here if you're doing customer service management again the same uh the same processes the same roles um will work for for uh customer service management as well with that we'll move to uh to our disclaimer um I'm probably not going to talk too much about uh what might be upcoming in future versions however um we do have to put out the Safe Harbor notice to say um we will be talking about some things that may or may not come to pass um please don't make um buying decisions based on what may or may not happen in the future um plans change timing changes um however if you're interested in process mining um you know buy the product as it is today um like all of our other products right we continue to evolve that product and make it a better product for everyone involved um so now let's move on to um this is is a live on service now event um or recording of an event and and there's an entire set of live on service now events um regardless of whether you're interested in HR it or or any of our other products um there are likely um uh live on service now webinars happening um maybe even as we speak but or as you're watching this but certainly um on a regular basis there are there are events happening all right I'm R Adams I'm the outbound product manager uh focused on process mining for hrsd uh Dan Grady my compatriot who isn't with me today uh doing this re-recording but was here for the original he's the outbound product management director uh for process mining across the platform so he looks out over all of our uh process mining across all of our products um and SKS so um Dan had some valuable contributions to make uh particularly around what was the most important question um again we'll get to that here momentarily and I I'll call that out um but again I'm Rue Adams um I'm focused on process Ming for hrsd um I've been working with a number of our customers uh who are implementing process mining for hrsd I probably will give a couple Anonymous examples um from these customers uh just so you have some idea of where you might find Value using process mining uh do the best you can until you know better then when you know better do better um I think this is the official slogan or official quote of process mining at uh at service now and it comes from Maya Angelou um this is exactly what process mining is about um helping you know better so you can do better and uh and it's really I think of process mining as the way we're going to get more value out of our service now implementation um so it's really a value optimization um consideration when you do do process mining you're going to find some really interesting data when you do process mining um some of it you may expect or or or have hypotheses around some of it may be a surprise um I know a lot of our customers are surprised by some of the uh some of the process mining uh intelligence they're they're G gaining um from running the tools so we'll talk a little bit about that as well uh okay so there's when you're thinking about a process right there's the design path right where do we want to go or where do we expect people to go how do we expect them to move through and then there's the reality and the reality rarely or doesn't always match what we've designed and that can happen for various reasons so that may simply be uh you you need a faster way a shortcut um it may be that there are unneeded steps um it may be that the person sort of directing you through the process uh doesn't understand the process that well themselves um any number of reasons but the thing is as you have a lot of variance in a process you're no longer optimized right there's inconsistency maybe there's inconsistency in the results inconsistency inconsistency in the amount of time it takes um so you're going to find that with process mining uh you're going to uncover a lot of opportunities to maybe streamline your processes to make things more efficient and again we'll we'll talk about those in more detail uh are you in touch with your reality so yeah processes have either been designed or they've evolved organically but we all kind of have an idea of how we expect something to flow through step by step right I open a ticket for an HR case um that ticket gets routed or gets held maybe in a triage queue someone triages it moves it to work in progress or or signs up to someone who moves it to work in progress um the Cas has worked maybe there's some back and forth between me as the person who opened the case and the agent who's working on that case um maybe they have to suspend it because I need to go get information and so on and so forth so what you may end up finding is that what you thought was a simple case and a simple flow is far more complicated right um and this may be for a number of reasons maybe I don't have the information I need when I open the case um maybe the agent doesn't have the training or experience they need to work a particular uh case based on the HR service um maybe it requires a tier two or or tier three um intervention and so on but eventually hopefully you'll get to the end and and get to the case closed um portion of the of the you know of that process now you can expose it so I had an experience maybe one of my colleagues had a different experience and maybe a third colleague had a third different experience and so process will help you expose all of that and then you can say well is there something we need either at the start or in the middle of this process to make us more efficient uh to keep things moving along and so process money again I just this is the overview I'm just trying to give you some ideas of of what may or may not be happening um is probably likely happening within your uh HR case uh case processes and so you know this is where you're going to use process mining to to uncover that that information that detail um you know faster and precise decisions um around uh creating intelligent process mining so there's there's maybe the Whiteboard of how we think it's working or how we might uh might discover how it's working and that could be Post-it notes or or or writing on a whiteboard and having everyone who's involved in the process contributing what they know um but it really doesn't give us maybe all the variants and and all the things that are actually happening it's the things we we we think are happening or know are happening um and that could take weeks or months to uncover all of that um with the real time uh in platform process mining um by service now focused on service now events or service now cases um you're going to find much quicker um often in terms of uh minutes um exactly what's happening with particular case or particular process um so um you know I like to say you know maybe that's by HR service maybe it's by assignment group um you know whatever whatever is causing those variants you're going to find those variants and you can start filtering down um getting more and more detail and seeing maybe where things are um either being reworked or reassigned or uh held up at some point in the process uh and that's going to help you with a coup with with several things right so obviously if you can move things through quicker you you have a likelihood of reducing your cost um maybe you're improving your quality shortening your timelines um reducing your risk um and it's all fact-based right so this is process money all comes from from your tables um so you have your HR a Core case table um that's where we're pulling the data from it's all log you know log data um so you're going to get an accurate representation of what's Happening happening uh and whatever is in that in that table is is data that you can use to to create filters and breakdowns and really get deeper into the data um so you can find out like okay maybe um as one of my clients has experienced the um the cases in Europe um being run by our agents in Europe are taking twice as long um in Europe as they are in the US um then we also have experiences where um you know maybe we're triaging something three or four times before it's getting to the right team so another one of my customers uh spent uh uh has hundreds and hundreds of cases that are being triaged by three different teams that's taking a week they finally get it to the right team that team now takes two weeks to actually do the resolution so we're actually at about um uh for them uh just one project uh exposed the fact that they had spent over 400 weeks in a year person weeks right work uh people people hours people people weeks um spent 400 weeks a year uh just triaging one type of HR service so these are the kinds of opportunities that you may Expose and you realize well if I can save 400 person weeks by making that triage process much easier that's a huge cost savings for my company so traditional analytics tells us what's going on right so where are we at today maybe U maybe we're not hitting our slas um maybe our employee satisfaction is going down um maybe our tickets are taking way longer than we would expect on average to resolve um maybe things are getting routed and rerouted multiple times so we can see what's going on um using performance analytics or reporting um and and that will will help us know what and and then people are going to look and go well why right why are the employee satisfaction numbers uh declining why is everything taking longer to resolve why are we missing our slas um uh why are we having a spike in tickets um so so that that's traditional analytics it tells you the what it doesn't tell you the why and process mining is I um I'm going to quote Dan Grady on this uh it's the why behind the kpi right so we see again here the traditional analytics like you know this is what we see first call resolution is 47% it seems fairly flat but our meantime to resolution uh is trending upward our backlog is trending upward uh resolution and this is this is an IT example but you know our our our case resolution is trending down um our number of tickets uh is trending down over time um our backlog is increasing it's like you start to see all this in in a traditional analytics um platform but it doesn't tell you the why and then you get to per uh process Mining and you see oh well we can tell you where the process is getting stuck where there reworks where things are made where cases are maybe getting closed or or and then reopened because the resolution was not sufficient for the person who opened the case um maybe we're uh maybe we have unnecessary approvals inside a process um so we can start seeing um all of these y's using process Mining and so there's this sort of a standard process right for any process mining whether you're using service now process mining against our you know against our tables um or whether you're using um you know a manual way of of finding out the first thing you have to do is find those those processes and where they're where they're being missed right again it could be SLA notifications could be performance analytics exposing them on a dashboard um could be a report that you're that you've manually created that you're running it starts to show you some some numbers that are not what you've expected um so you're going to find those those process anomalies you're going to analyze them what is the cause of this right is there one team holding up the tickets are we triaging um a particular HR service you know two three times before we're getting it routed to the correct group to to resolve it um uh so you you know you're going to start finding the the the root causes then you've got to decide what to do with those right so maybe this is now a virtual agent conversation that you're going to create um maybe you're maybe you need to do some more training with your agents um so they know how to handle a certain HR service case tyght differently um maybe you need to create more knowledge um maybe you need to collect more data at the point where you're opening the case so you're not going back and forth and back and forth um between the agent and the and the uh employee who opened the case so there are a number of ways you can start to improve and then of course what I what I tell people is would it be nice to know and there is a way to compare um the same process over two uh comparable periods of time um uh using process Mining and using that compare you can start to say well here's my Baseline right here's what I discovered when I first ran this project we did some improvement activities and now we're running it again for uh the next month and maybe the next month or you know we're running it every two weeks or whatever your whatever your trend line is that you want to start monitor ing but you want to see over time that you're that you're improving those kpis that you're reducing those case times um that you're uh reducing or eliminating unnecessary triage um that you're getting things assigned to the right group you know quickly and that they're working that case quickly um maybe that you have um uh comparable uh times to resolve cases between one assignment group and another assignment group so um using that sort of before and after analysis um having your own Ben marks um you know uh cim our continual Improvement management application is a is a very useful way to uh to track the work um that you're that you're that you decided to do to improve um your processes but there there are other ways I mean you can simply do it manually but obviously um the more you can report out on your on your findings and the goodness you're finding um uh using process mining the better off uh you are and the and the more SU sustainable process mining results will be for you so my approach approach I'm recommending um would be to start with a project right and this project can be in production um for most of you um you'll likely do it in sub production which is fine you can you can start in sub production uh we'll we'll talk about that here momentarily but uh you want to start with a with a project you want to make sure that that the folks who are running the project have done the essentials training you want make sure they have the right roles assigned um you want to activate the plugin um you want to make sure you activate the content pack and for hrsd you want to have the hrsd content pack um the reason why is because uh when we get to step five um you'll use finding definitions uh likely as part of that content pack uh to help you find Opportunities within your within your data um you'll have to clone please clone a sub set of your uh case data if you're working in subr um don't import it if you import it then you reset all the dates and timings around uh around the um around the cases themselves uh as they're recorded in the table but if you clone them um and you have the original uh Open dates and the original resolve dates and so on you'll end up with a with a good set of data that you can actually action against um you'll mine your first projects you'll create a project and mine it again uh there's an academy session on how to create a project U um on how to analyze that project um and then obviously uh once you have some of that you're going to want to share it with your with your stakeholders and your peers to say look this is what we've discovered right we've discovered that you know one group is holding on to the cases longer than other groups are holding on to that case um maybe there's something happening that we didn't expect um things are getting stuck in an approval in one region um but being improved quickly and another so um maybe that's an automation opportunity maybe certain case agents don't really understand how to how to work a case um in HR um you know you have to think about sort of tier one or tier one plus kind of scenario um like do we have people who are moving from one country to another um and and need work visas and and need you know help moving you know their their home from you know from us to Ireland or or Germany to India or wherever it is um so you know there's there's a lot of things that happen in in a case like that those cases typically take a long time maybe I just need to reset my password um for the HCM system and maybe that could be a knowledge article but even if I opened a case about it that's likely something that would be uh handled and close very quickly right with within the same day of of having that work assigned uh like ly um versus you know a multi-day multi-week process uh as part of an HR service so you know mind those first projects um you know you can use the existing finding definitions you can create your own there's another Academy session on how to create finding definitions um it's really about your hypotheses or where you think there are opportunities uh to do better um with your case management so you'll be able to run that first project and and see what what our initial opportunities are well again the value um start a project continue a program the value of of a project is great but it's just again a point in time it's a baseline it doesn't really tell us how we're making progress over the longer term so what you're going to want to do is is actually establish a program right so um my recommendation would be now we've created one project we should probably be running that project on a recurring basis we should also be looking for other projects and we should have a way of running those projects on a consistent regular basis recurring basis that may be creating a community of practice it may be having process mining as a service so maybe you have a core group of folks who who are assigned the roles in the system and they can actually run these projects um on a weekly bi-weekly monthly basis whatever that Cadence is um and help you sort of Define like you know what are the opportunities is there an opportunity for automation um Gathering more data at the front or at the start um uh more educational opportunities so um you know there's a lot of sharing that you can do between if you have press mining for it and process Min for HR um maybe you have one team that serves both or maybe you have two teams one assigned to each one of those uh one of those areas and that they're sharing their best practices with each other um and you're helping each other find those opportunities again to become more efficient um you'll want to have your your peers your stakeholders um your sponsors all understand you know why there's what the benefits are um you can often measure um if you do comparative side by side um we actually provide you with with Insight data on how much you've reduced let's say the cycle time um you know maybe that European team that was taking twice as long is now you know uh you know a third of that time right um because of one thing that we've done as part of our Improvement activities um you know you want to make sure that the whole process mining team is on boarded and and uh we didn't really talk about roles yet but uh um there are there are two sets of roles right there are the business roles maybe you have a um a process analyst who's part of the business maybe you have um HR case managers and you have H HR case agents um you'll have a number of those business roles people who are performing functions that uh impact in some way the process um you'll also have the the system roles right the application roles so we do have a a process mining admin role a process mining analyst role a process mining power users and power uh process mining readers um so those those will be assigned roles within the service now system you can find out more about those roles um as part of the training available on now learning and again I'll I'll have those resources available later but I just want to talk about the roles because you're going to have to have uh assigned roles for the system and there are likely roles that you'll have as part of your your sort of business organization um those may not be dedicated roles but someone's kind of Performing that those functions around the process itself uh for the business um you'll Define your models um you know what is it you want to measure what are you what are you going after how how do those align to maybe your business kpis um that you're trying to support and you can do some alignment there as well um some of our recent uh recenty talk about setting up kpis and and uh there are some enhancements coming again around the um around the the performance analytics dashboards and and how those tie into process mining um again that was sort of A Safe Harbor thing but I you know I've seen it we've talked about it uh we have some things planned that will actually make it easier to tie um you know tie your process mining projects to your business kpis again analyzing and reviewing those findings creating your baselines and then doing it again on a recurring basis and comparing those results and seeing again how you're going to how you're going to improve over time and once you've sort of optimized U maybe one singular process you want to keep tracking to make sure that you're staying optimized um you don't want to uh backslide or or slip back into Old Habits so you may want to continue just monitoring just to make sure over time uh that you're having those uh those comparable results um that you're expecting uh you'll improve those processes um again could be uh training structure um simplifying your steps creating workflows um creating more automation whatever it is um you have those improved processes and then you want to again continue to report out on what we've done what we're seeing what our results are and I would suggest that you're doing that for both the folks who are sponsoring um your sponsor your stakeholders um and the people being impacted right so hey I would definitely tell the the the team in Europe the assignment group in Europe you know you've just saved a third of the of the time um because of this this new thing we're doing um and celebrate that right so you want them to feel like they're on this journey with us they're an important part um if they're not doing the work as as we're trying to to optimize it um there there's so much sharing maybe they actually become uh the the role model for the rest of the teams maybe you start to see their results improveed to a point where that they're the fastest assignment group resolving those cases we find out why how how did they do that how do they go from being the slowest and the fastest and then we share that with the other teams so now everyone you know everyone is getting better um so definitely sharing those results making sure that that everyone is seeing the the amount of of opportunity and the amount of improvement we're making um this is a much more complex slide of uh compared to what I just showed but I I definitely wanted to show it because it it ties some of those roles we're talking about um like the executive sponsor um the Coe um process mining Coe the process owner process analyst um the team leads um you know the all the way down to the agents honestly um how how we might think about um operationalizing the program uh at a much higher degree of detail and so I want to share this with you U I try to simplify things um but this gives you a much deeper Insight so you can go look I'm I'm really understanding now um how we're going to commun you know okay we need to communicate then you can start toine how we're going to communicate our success um who's going to perform these these um you know these tasks for us who's going to mine the the process mining project so um again uh this is just again a point of reference this will be this recording will will be posted um and you'll have it to refer to um it'll be posted out on out on again out on the community um and uh and hopefully you'll maybe want to grab a quick screenshot of this before I move to the next slide but it it gives you a way of of sort of understanding uh better where you're going and how you can how you can uh use process mining as both a project for a oneoff quick result um to show some immediate value and then maintain that value over time so here are some uh just some some general numbers that we pulled together um part of our now on now where service now is actually using our own products internally um we get some some cases we get some cases um from our from our customers who share data with us and we we can start seeing what are the inefficiencies and and where can we be better right so um you know 74% of HR cases are recategorized um maybe it comes in as a general benefits inquiry um and it needs to be more specific right so maybe it has to do with my um HSA right my health savings account um or comparable um maybe you know it comes in as a as a general benefits inquiry but it's really about parental leave and and so you know those cases those HR Services get recategorized um sometimes that's done by the triage team sometimes things get we know sometimes things get assigned to a team and it really wasn't their case um maybe you know I I've seen in my career a lot of things that came in as payroll but are really about compensation or you know they're really they come in as compensation it's really about payroll um maybe you know it's you know case comes in and it's got you know it should be three separate cases for three different HR Services there are a lot of things that are happening um but but that's a lot right three qu almost three quarters of cases are getting recategorized um 60% of cases uh take longer than six days and you know unlike maybe um it which tends to be more of a you know service hey I'm you know my laptop isn't uh you know isn't connecting to the network thing things like that I need to change my password um I can't remember my password um I need to order a new laptop those are very transactional um whereas HR often cases take longer um and I know you know moving from one country to another country is going to take a lot longer than resetting a password um you know maybe there's an employee relations case that requires investigation yeah that's likely going to take longer than uh than six days to resolve that um so you know that may or not may or may not be a bad thing um depending on HR service but if you have some services that should take a day or a few days and some services that should take weeks and your services that should only take a few days are taking weeks then that's a problem right if your longer services are taking longer than you expect right maybe you'd expect it to take you know a few weeks it's taking months that's a problem so um press Ming can expose that and help you shorten those those timelines regard like against any particular HR service um case resolution so you know if Case resolution is delayed um you know if there's a lot of back and forth like hey Rue what's your social security number um or do I have the right social security number hopefully um I don't want you know don't want people scamming anyone um but you know do do we have the right information for you the right address um you know that's you know back and forth and back and forth um that's going to delay your cases that's going to result in in lower sco scores if there's lack of clarity anywhere along this process excuse me um that could that could delay your case and could result in in a lower score or maybe the the employee who opened the case doesn't feel like their case was resolved that's a lower score well there's an impact and the impact is you know we could probably do things about 46% faster this is a baseline um from from data we have um and we can be 34% more productive this is huge um especially for your managers so we want to make sure that they understand um you know what's going on and how we can get better so this again just some some high Lev numbers using process mining um when you get to onboarding wow there's a lot that can happen with an onboarding uh service right so um you know a lot of times it's a manual process things are getting sent around manually um you know uh one team has to has to finish someone then has to pick up the case and reassign it to another group um maybe you have some external processes being run by V Enders or or other services um and and you you know you don't know what's happening with their data you need to see like are they holding things up longer than they should um there is a way to um to import external data and and compare it um uh so you process mine it and get some analytics from it um get some insight from it so we have the these capabilities that will allow us to maybe make an onboarding process is much more efficient uh at least 10% more efficient right um so you know e even internally right if I have um an employee onboarding and HR is running that onboarding service and then I have to assign a task to it um they're going to have to you know Supply a laptop or other devices to that employee um maybe uh there's facilities um maybe security for facility accesses involved so now I've already got four teams involved they all have their own processes um those tasks are getting triggered triaged internally with that group um they're running through their process they have to close out their ticket before we can move our employee to the next step of the onboarding process so again you know what is you know 10% faster onboarding u mean to you as a company uh what does uh you know 10% more week one productivity mean to you as a company um and these are again just our baselines your baselines may be you know faster um so uh you know the again another opportunity um using using process mining um yeah so you know again executive summary you know sort of big picture aggregate numbers you know 24 years of time loss to approval bottlenecks um s years of waiting for work to start because you don't don't have the right Staffing um you know two years of time lost uh due to process issues um you know again you we're talking sometimes minutes sometimes days weeks years months and years right so you know process mining is going to bring value over time and that's really what we're looking for is what where are the big opportunities where we can save maybe months or years of time and actually the algorithm inside process will tell you as you look at those findings um hey you know we've tied up you know years of man uh people time people hours into into this certain process um if we can make this more efficient maybe we can get that down to months or weeks or days and so um you know definitely there there's a there's a value to process mining above and beyond Simply Having all of your cases into a system where you can monitor like how many times are we resolving an HR service case of of this type or that type um you know service now has a lot of capabilities just in just in deploying HR Service delivery um and there's a lot of benefit there but once you've sort of set it up and you're running it how do you make it better and that's where process mining is going to make it better for you um with that I wanted to talk about the process mining uh resources again QR codes are available here I'm going to leave the screen up for a bit so you can uh so you can look um and take your take your QR snapshots with it um again this will be recorded and put on this this will session is being recorded and be put on community um on community um uh that's uh the first uh box on the left is our uh Community process mining uh we call it a um a product Hub uh the academy sessions which which are recorded sessions that kind of drill down into more of the howto um with process mining those Academy sessions are available the use cases that sort of tell you um what other customers are doing um with process mining or what what opportunities they might have um there are the there's the essentials training um and that Essentials training is actually followed by an implementation training both of them on on now learning um and then you have your uh have your process mining overview so so if you've kind of jumped in on this um but you kind of want more just sort of basic background information about what process mining is the uh the Box on the right the overview will give you some more intro information maybe that's information you want to share with others in your in your company or in your organization um so they understand uh what process mining is and what potential benefits there are from using process mining uh yeah there are a couple getting started resources I just want to pull these up um there's the process mining implementation so once you've done the the introduction you want to do the implementation so you understand how to configure and how to set up uh process mining um get started and then you know I always like the academy series on top of that to really help you sort of understand like some of the the core things like creating your own finding definitions um creating your first project and and doing some of that work as well um and then we have the getting started with uh with service now in process uh process mining um there's a YouTube video for that um and that will get you very quickly to um here here are some of the basics of of getting started um there's some additional value for HR and I want to talk about this very quickly um so uh when you're generating a project um process mining is honoring the the access control list the AAL as we call them um so if I don't have access to details of a let's say an employee relations case I can still run process mining um to get sort of the core like how long did this take how many steps were involved but I can't see the details right if I don't have that a that level of access I can't see those details I can tell you in aggregate what might be happening I can tell you what route something or route something followed depending on how you pronounce that um uh but I cannot tell you like oh it was this individual and it was this kind of a case and and they didn't do X or Y and maybe there's other details that I shouldn't know I won't know them um uh scheduling recurring analysis um you know having like mining days or or Sprints around this and showing what what they found showing what you found and what you did to improve and what results and then repeating that um that's that's an opportunity that will bring more value for HR um it will really show your leadership um you know what you could be doing better um uh the third one the better defining slas so slas are interesting for HR HR services are so variable right the amount of time it takes the amount of complexity that's involved um from a very simple you know go here and click this button kind of case uh or fill in this information submit the form kind of case um which should take you know minutes to hours maybe a couple days at most um to these like I'm transferring my job from one country to another um I have this big employee relations investigation going on we know those cases are very complicated and they're going to take longer um some of my customers are saying hey we have a global 5-day SLA or we have a global 3-day as SLA and we're not meeting it most of the time well it's probably due to the complexity of of the different HR services and so when you're using process mining you can better Define slas appropriate to each uh to each HR service right you can at least start and say well the average time it takes to resolve a general benefits inquiry is three days okay so maybe that's three-day SLA um the the the average amount of time it takes to um move an employee from you know one country to another country is a month and a half so now you've got you know a six week SLA but that gives you a better idea of where you should be concerned about breaching an SLA and where you're okay and then you know the the last one that I've called out here is the uh the the performance analytics to discover new opportunities so um or or finding definitions to discover new opportunities so maybe something will pop out um from the from the finding definitions that you that you have in your content pack for HR but maybe there are other things that as you're just kind of looking at the data you can start you know there will be one of those like hey I just noticed this is happening let me drill in and find out more about that and so there opportunities will present themselves and I think um you know you start off let's say with one or two things that you're focused on and you you start to get those optimized you know the the the good thing is you can then see what opportunity might be next right where is there a bigger opportunity um to uh to to move the needle as we say um to make things more efficient so um so just kind of continuing to to uh maintain and grow um your process mining activities um to add more and more value and then uh the last thing um I kind of have a have a note at the bottom here which is those annual events right so we know in HR there are a number of annual events um you know there's open enrollment for benefits usually on an annual basis um maybe you do your um your yearly performance assessments on an annual basis and so one of the things you can do with process mining is sort of look at those HR Services um uh at the at the point where they're performed right so if your uh open enrollment is October November um mine that data this October get your Baseline and then next October um when your next open enrollment happens um you know look again right see like have we made improvements um are we starting to see the same thing year over-year um you know uh this is this is a great way of using uh using uh uh using process mining so with that um we've talked about the roles that was the big question that happened in the in the original session um the fact that there are sort of two types of roles the business roles that you have um I'm a process owner a process analyst um I'm an agent working uh cases and then you have those um those roles within the system right a process admin to help set up the configurations a process analyst a pro you know a power users those are the system roles that you have to have um so that was really the major question that happened in this session um if you have other questions um please you can email brand Center no you should email me um email R Adams r. Adams servicenow.com rw. aams servicenow.com um I would be happy to answer your questions you can certainly put questions in the community as well um uh you know if you're in the process mining um product Hub um you'll put questions there if you have more general questions um not specific to this presentation but just more General about process mining itself um and we will definitely um uh you know reach out to you help you resolve um answer those questions again there's a recurring Academy session sign up for those um attend those sessions um and get connected there um and uh and with that I hope you all have a great day thank you so much