all right well welcome everyone to today's process mining Academy session today's session is going to be a little bit different than most of the other sessions first thing you might notice is that we're we're on camera for the first time revealing who we are um and the what what's going to make this session different is there there's what we want to try to do today is that there's a number of very common questions or concerns and misconceptions about process mining that we wind up spending time discussing with customers some might even call them frequently asked questions um and as a team we thought it would be worthwhile having an academy session where we addressed them and debunk some of the myths now debunk is also a super fun word to say you're all on mute so you can try it at home um but before we get into the debunking uh let's get the uh the academy Logistics out of the way so the purpose of these sessions are to help us all get better educated on service Nows in platform process mining capabilities we'll provide how-tos practical guidance and use cases product updates um and just as a group we're here to exchange ideas and collaborate so we all continue to get better in this world of process mining now how the sessions will work we usually have a schedule topic that we cover for about the first 30 minutes or so and then we open it up for for questions on those topics um and then after we get through the questions on the specific topics we open it up for more of an office hours type session even though we have a scheduled office hour next week we can use this session as that as well um and then we'll do our best to answer as many questions as we possibly can here today but if we can't we always like to follow up and we post them on the process mining Community or process mining section of the service now community site and maybe we use them for a topic for future sessions like we're doing here today all right uh this is the slide that says hey anything we saying do here today can't be held against us in the court of law 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 such and make no purchasing decisions based on them whatsoever because they're always subject change and at this point I'm assuming you've all read the fine print uh all right so some intros um as you know or some of you might know our process mining team is growing and some of our my teammates have joined us here today to help lead this session um RZ do you want to take a quick minute to introduce yourself to folks who might not have attended the the last process mining Academy session that you so expertly hosted oh Danny you're kind um hi everyone this is Roseman parpia again I go by Ros uh I was a service now implementer before for 10 years and also a Six Sigma greenbell process analyst right now I'm on Dan team as one of the product managers based in the UK and happy to be here awesome Damian uh good morning everyone Daman Pascal with service now six and a half years out of Denver Colorado from New York um focusing most mostly on large customers and financial services over the past 20 25 years awesome and Damian's going to be leading next month's session focused on our new guided setup experience and for those that I've not met before my name is Dan Grady I'm also part of the process mining product team here at service now uh what we'll do here today uh we'll do a quick little process mining 101 just like always for those newcomers who may have stumbled upon these Academy sessions for the first time and we can level set for them and then we'll get into the debunking which is going to be so much fun uh we'll get your questions answered um please use the Q&A section to post your questions throughout uh since there are three of us here today we might be able to get some of those questions answered um more quickly than we typically do and then we'll just wrap up with some additional resources above and beyond today there's tons of stuff out there to help you learn more about service Nows process mining so as always let's start with the quick process mining oneone for the newcomers so with everything we do in life there's a design or desired path in in our minds for how it should work and how things should play out whether that be planning an event like these Academy sessions or a workflow and when we design things we design for both completeness and efficiency to provide the best experience possible for as many people as possible now unfortunately what we design isn't always what plays out in reality the reality is that not all work is going to be flowing through the optimal path and that's going to have a negative impact on both the experience people requesting service are having as well as the people trying to deliver that service the challenge that most organizations face is identifying what is actually happening within our workflows and business processes um so we can improve them I mean that's what process mining allows us to do right a process mining allows us to use the audit log data that is generated as records move through a given workflow and then use that to give us a visual representation of what's actually happening within a given process and this new level of visibility is going to help accelerate our ability to identify inefficiencies non-conformant process activities and ultimately Improvement opportunities uh process mining gives us the ability to answer process questions that have historically been pretty challenging for most of us to answer so where traditional analytics will allow us to answer a lot of the the what questions about our processes process mining helps us get to the wise so things like where is our process getting stuck where is there any sort of unnecessary rework where are things ping ponging between different groups or teams which vendors are speeding us up and which ones are slowing us down in and my personal favorite I I like to call it the finger pointing report everybody wants to know who's holding on to the work the longest I need to know who's holding on to the work the longest these have all been things that have been historically difficult for our customers to to ask and answer about their business processes and now they're available in a couple of clicks you're actually going to see those clicks here today as part of this session uh we like to say that process mining helps us get to the why behind all of your kpis and in doing so it's going to start to empower everyone in the process to make data driven decisions about which improvements to prioritize and which ones to act on first all right on to today's topic let the debunking of some myths begin let's go uh so for each of the myths we've also added some just so you can see when you see the slides we've also added some some related content so um after the session is over we wind up posting the recording as well as the slides on the community site so you'll be able to click on the links and get directly to those addition resources um or you can just kind of search it up in Google and you'll be able to find those titles rather quickly are we ready Raz Damian absolutely go on to some debunking go let's do it all right myth number one process mining is for more mature service now customers RZ you want to you want to take this one yeah sure so I heard a lot of this stand that oh I'm not there yet you know I'm on my journey of crawl walk run fly when I fly I'll Implement process mining so I just wanted to say that that's like a big myth uh so all of us all three of us here have come across customers that have just implemented say itsm or CSM only 3 months in and they have three months worth of data and they come to us saying let me just wait until I have a large data set but all we are saying here today to you is that's not probably a good waiting approach you can just go in and turn the plug plugins on and the fun fact is that when you implement service now the audit logs are turned on by default so you're actually sitting on a ton of data already so you don't need to do much it's just like data is the new oil so just turn the process mining plugin on and see those patterns that uh um process mining product will show you on your own data and if you hit the road sooner the advantages are that um one you can you know have your center of excellence uh team established sooner than later they could be uh trained on how to do process analysis in a factual way rather than the finger pointing report that Dan mentioned before so I think the sooner you get in the game the better and also there is no feature dependency like if you run process mining typically we advise you crawl walk run to just go for the low hanging through first and then implement the advanced feature the reason is that there are some tables interdependent on certain features but in case of process mining there is no such feature dependency that you need to rely on therefore you can just turn the switch on the plugin on and it will miraculously show you the magic of uh patterns in your data you can also do before and after uh the process improved analysis if you had some data from the previous mining so if you keep waiting and if you don't have any records of Mind projects then you cannot compare what was before and what is after I improved my process so these are some of the main reasons why I would advise that just go for it don't think that you are not mature enough customer and therefore you should wait and then uh Implement process mining it's all right from um month three or even day day one you could turn it on and start using it is my take on it yeah I one of the things I always like to just say is uh how soon is too soon to know you have an opportunity to improve right why wait six months to find out that you could be doing something better than you've been doing if you can find that out in the first two weeks or three weeks or month that's one thing the other the flip side of this um sometimes uh from a maturity perspective customers ask can we've been we have been using service now for a long time like can process mining go back in time and and help us kind of look at historical data and the answer to that question is certainly yes as well all right thank you Raz all right myth number two coming to you Damian all right process mining is dependent on performance analytics Damian great uh yeah so that's an interesting one and when I get a lot like do I need that do I need to be using performance analytics and look at service now we hope that you are right it's a great capability to understand how things are running now the answer the short answer is no it's not dependent you don't can you can use process completely separate from performance analytics but I almost guarantee everyone here and every one of our customers are using some sort of reporting or dashboards to understand how they are running one of the advantages of a single data platform is to have that connective tissue so Dan if you go to the next slide uh one of the key things that we can do really really well again not requiring performance analytics but to be able to have to detect analyze improve and monitor the entire life cycle of how a process is running so whether it's you know a case or an incident um understanding how customer sat is doing right understanding where and how things are running and being able to connect that process mind to a specific kpi that you care about right so that's really really important and I don't care really if it's running in another reporting platform uh being able to connect that kpi to a process mind that you want to dig into and figure out why that kpi is performing the way it is again the benefit of doing that within service now is the fact that it's fairly simple to do to connect that kpi into a process mind and be able to surface that information very very easily that really empowers a folks that look at the dashboards right you think about if I'm living in a dashboard every day and looking and seeing how my process or my capabilities that I care about are running being able to arm me the person that cares about that kpi and start digging into why it's behaving the way it is is really powerful make it data driven let me make some informed decisions based on what I see so I can make improvements to that kpi that I care about perfect right so no technical dependency on performance analytics but certainly they are complimentary Solutions all right myth number three process mining will have a performance impact on our instance Raz you're up yeah I think this makes sense that why people think so like because they say oh you're finding these patterns in my data and you're definitely going to use the bandwidth of my instance now so I've I think almost every client has asked me this and I'm sure even of you too as well so I just have a quick diagram here Dan if you could uh click on the next one so the reason why process mining does not impact your instance performance is because of this diagram you see in front of you so on the left side is your instance where you house your own records like incident case HR case and so on you also have process mining workspace in your instance um and your audit logs are being captured when you implement service now uh and when you are running the process mining project in your instance you see the data being extracted from the audit log going into a file of a project on process Mining and at that point it leaves the instance and it's going to the training server and that's where the data is being massaged for all the patterns and the analysis and once the model output is ready it's spit back into the instance so that's the main reason why your instance performance will not be impacted so if you have the license you don't need to first try actually in your prad and then progress to prod it's a very kind of a robust way of making sure that your instance will not perform badly after you start running process Mining and also if you notice the training server is in the same data center as your instance so the security of your data is impact in that is not impacted it's intact in that way so those are the points you should keep in mind uh when you are nervous about turning process mining on in production environment it has no impact on your production I hope this helps understand how uh the product works under the hood and U give you more confidence to run it in your production yeah and just a note on the training server um process mining is added to professional entitlement customers here at service now so it's the same training server that you use for things like predictive and task intelligence or the virtual agents natural language understanding uh so for from a process mining perspective all any organization that's looking to entitle process mining um this infrastructure or this model uh and using that training server has already been vetted by security teams uh that at your organization uh perfect thank you RZ now myth number four process mining is hard to implement and takes a long time to set up yeah wellow so I I get this all the time for with talking to customers like Mike this looks like a science project and it's not right so one of the benefits of having a single data platform is to we have all the elements to do this very easily right make data driven decisions um and we've been working diligently since the Quebec release to make it simpler over time and that culminated in the last release with Washington release Washington DC release of offering a guided setup to make it even simpler we're making more advancements we'll see going in the future as well so it it is super simple creating a project is literally a few clicks um right now I'm gonna show you how to do that real quick how about that Dan sure let's do it all right yeah and let's go and build our first project together so you're seeing the process mining workspace and you see a number of projects that already have uh one of the key key things this is the different part back in you know in earlier releases when you create a new project you brought to the platform view which is still there so if you like enjoying like to use the platform view you're more than happy to leverage that as well so in creating a new project we go ahead and create one so going in with an understanding of what you want to look at is important so project type uh we're going to give it a name let's call this academy one and it's gonna ask you a few questions what table you want to look at so going back to our previous discussion about you know the why behind the kpi maybe I'm an incident or service desk manager and I care about my incidents so we want to look at a specific table but we have options of looking at and we'll talk about later about external data even a report Source even archive data we can start mining as well but in this case we look at a table and what table do we want to look at so in this case we want to look at incident so very easily I'm going to pick my incident table do we want to hi to a kpi dashboard I'm going to say yeah absolutely I care I want to tie this to my incident dashboard directly awesome now you notice on the right hand side we have some resources available as well useful tips even Academy sessions that we're doing right now and facts and use cases on how to set these up so at this point we can create our project so we've given the core basis of what that project looks like now what we're going to do is scope it to what we want it to do so in this case we're looking at the instant table we want to filter though we want to care about the the type of data within the instant table so in this case I'm just going to make it simple want to do active is false we always want to look at things that have been finished right whether a case an incident whatever table you're looking at so I'm going to hit save you could add more certainly maybe want to make it time bound and so we want only want to look at data from you know 2023 right so you can really if you're used to using the filter analysis the filter criteria within service now it's the same process here as well so the next thing we want to do is scope it by activity what is changing over time in my process so an incident what I care about in this perspective because I care about slas I care about mttr is the state so in this case I'm going to create and this is a field I'm going to look at my state so I'm going to pick my state give it a name and save so that is that is now what we're going to track over time now the next step is to figure out how we want to slice and dice the data the breakdowns so I'm going to create one you can have up to 10 just to make it easy so I care about in this case the assignment groups I want to see how work is broken down by assignment group at that point assuming we have our content packs loaded in today which I do I'm going to select my Improvement opportunities now these are the findings that Dan and Ros have mentioned and previously we have both rule based and automated based in the content packs we'll have automated ones which I've loaded in so I can add from the library I can pick the ones I I want add to the project they're loaded in what this does is when I mine my data it's going to surface opportunities for improvement right off the bat right on the landing page so I don't have to go and figure it out it's going to tell me prescriptively hey I see extra step hey I see pingpong very easily we also have rule based which you can build as well so I have some pre-built I'm going to add to my project and now we are ready to mine we've built our first project specifically looking at the incident process I hit review in mine and now this goes back Direct ly to what RZ was talking about how this actually gets done with machine learning right so we hit mine I'm going to hit sample again this is going to do 3600 versus of the entire and we go ahead and mine and that's all we've done this will take a few minutes to run it sends off to the uh the training servers and I'll go off and get that done and that's the entire so we did that in what two minutes to build a project and actually get it mining right and we'll have the results in a few minutes awesome thanks Damien the um let me just share my screen again there was a question that came in as we were doing that that I think is important to address what you just saw was the the new guided setup experience that's available in the Washington release um so that's that's kind of something one of the things that we've we've heard from customers um some who are actually on this today I recognize some names is some of scaled process mining out to to you know 30 40 50 60 70 people in their organization and as you start to get put try to put process money in more people's hands not all of them are going to be familiar with the normal the the the service now lists and forms screens uh so we there was so much demand for it that we wanted to create an experience that was a little bit more targeted towards business users to next next next and through the process of creating their own projects so that's available in Washington if you happen to be on a prior release it's it's just as easy uh you're just in a different look and feel it's the same click the same same information you need to fill out you're just in the more traditional service Now list and form view um and and uh if you're interested in seeing how to create a project like that check out the process mining Academy session number one so how does in platform process mining work and creating your first project uh there's a recorded session that that walks you through the steps just like Damien did there but with the the pre- Wasington experience yeah all right oh there was a slide here that we didn't do Damian but I'll uh move on the uh myth number five process mining requires complex rules and and patterns that I'll need additional Technical Resources to help set up uh Ros you on this one yeah I think some people when they look at the pingpong and extra step and rework patterns they're so kind of you know taken a back that oh so now I need to hire an expert who understand all these algorithms and you know they're going going to be uh creating these patterns for me so that's where we go wrong so what service now does is it gives you content pack which is exactly what U Damian was um showing you earlier so if you install the content pack in that we give you free rule-based and automated findings um and you are just kind of install and run with it you don't need to even create anything extra there but at some point after you become an expert in process mining you might want to include more patterns so you might say oh now I know how to create my own rules and I'll create my own rule base findings and you might just say I want to create my own machine learning patterns and for machine learning all you need to do in less than two minutes you can create a uh automated pattern of finding by just specifying which field you want that pattern on for example you could say I want it on State field or assignment group field so it's very easy to set up those patterns new ones as well um to get you started leverage the content back for new ones you only need somebody who has very kind of you know moderate level of service now experience um all three of us have worked and coached clients where the employees were at operational level say a incident manager or a customer service manager they have their Ops role and on the on the side they have learned process Mining and how to create these new p patterns and findings so I would say no scripting no coding just click here click there and voila your patterns will be created and leverage content packs so you don't have to Rack your brains to get started with process Mining and first get started with uh those patterns the good news is in Washington we gave you I think four or five more new patterns for free so every release we are just looking for ways to make it easier for you to use process Mining and as of now if you are in Washington you can leverage those uh newly released uh patterns as well right straight right from your content pack so do remember to install the content pack before you get started yeah perfect and there there there's there's seven of them as of Washington four in New in Washington three were available in Vancouver for things like rework pingpong extra step detector slow transitions extreme duration um yes three clicks and if you're interested in seeing those three clicks Raz did a fantastic Academy session last time so you go out there and look for process mining Academy session number 26 turning filters and defining definitions you can see those three clicks live and she's got some awesome analogies in there as well thanks Dan all right myth number six process mining is only for processes running on the service now platform big one Damien yeah uh so that was true up until the Vancouver release we added that capability uh in that release to give customers the opportunity to bring in external data and mind that as well and we do that if you go to the next slide Dan uh we do that similarly in how we do that for internal data with the exception having a a a way of bringing in that data and we do that through a step-by-step import process right from the process mining workspace right to allow you to map that data to a table within service now now there's a couple of different use cases you can you can leverage us for and a lot of that we're seeing customers hey you know I have these other systems of record that have dependencies or or depend on service now processes we don't know where the inefficiencies LIE is it the external to service now or is it within service now we don't know so having that ability of tying those those two syst systems of record together from a process perspective is super powerful allows customers to get full V visibility between the entire workflow we do this internally at service now right with um for HR team where we run hrsd for day-to-day we also use workday but our team wants to know are we fully efficient in how that data is being transferred and and worked daytoday between workday and service now uh and this is very common right uh and another question I typically get well can I also just mind data lives external the answer is yes um right so there's still obviously some work that needs to be done from an import perspective but you can still do that same process that we we've shown already in terms of visualizing that process understanding the inefficiencies uh but there's some data mapping that needs to be done I worked with a customer recently uh that did this to understand how their uh procurement team was working right uh and we brought in the data and showed them very clearly which which teams was were more or less efficient right going back to Dan who's holding on to the ticket the longest same thing happens in procurement right so the answer is absolutely can you do this within service now for external data the answer is yes awesome that's a very common myth yes all right myth number seven and I need to just hide this so I can read it we've customized our instance so much process mining is not going to work for us until we get back in the Box yeah Jack in the Box hey um I can take this one then yeah okay so for this one I'd say that you know customers come to us and they go like you don't know how messy my instance is you know I've customized my tables I've added new Fields I've added new tables and now you know what I'll just wait until I go back to base line or I go Green Field and then in that new nicely done instance I'm going to run process mining so to all those people out there I just want to say that probably a better approach would be to start process mining on your existing instance because it will not stop you from mining any custom tables or custom Fields you can include custom Fields as activities on your process map so there is no restriction as such for mining uh highly customized inst and the reason why we recommend you do that is because if you start mining data on your old messy instance it will give you Improvement ideas that you should do before you turn your green field or back to Baseline instance on so for example you start mining in your existing instance and you found a root cause of a certain um you know high resolution time of tickets is because you don't have um proper the Channel which is self- Portal it doesn't have proper knowledge articles so you can kind of you know find out pinpointed areas of improvement from the get-go and make sure that those anomalies don't get carried forward into the new Green Field instance um you could Implement virtual agent from the get-go you can have topics created for virtual agent and also enhance your knowledge articles to make sure that before you import any messy stuff on from your current state you don't lift and shift all that messiness over to your uh new instance so you'll get more Improvement ideas rather than first implementing Green Field and then running process mining on it and then the last thing is that change management in terms of a organization change management you are anyways going to train your users on using the new instance as a part of that change management exerise you can also include the analysis from process mining uh instead of that finger point pting you can show them the facts uh average duration taken for your process mining the root cause analysis variation analysis use those facts to train your team that look we did so badly on the previous instance and processes how can we now from the get-go uh set the processes right on the new instance so it will only give you new tools and ideas if you start uh using process mining on your existing heavily customized instant doesn't matter just go ahead and use it it will only Empower you with new Improvement ideas and tools to use yeah that's exactly right the you know as you saw Daman go through that project creation uh in the guided setup if you have custom Fields guess what they're going to show up in the list when he picks from he picked from for activities um and just from a related content standpoint this I thought this would be a good place to point out hey if you've built custom applications with app engine on the platform you can still apply process mining to those right as long long as the audit log data is there and you're capturing process mining is going to work for even the custom applications that you've created on the platform absolutely R myth number eight we love process Mining and see its value but uh we're just not ready to move to Enterprise yet uh oh Dam yeah that that's also a maturity kind of question right I think that's similar to what RZ was talking about earlier um I have a lot of customers who are you know using CSM whether it's fso or itm and there's other titles that come with Enterprise and a lot of these packages right and process mining is one of them uh and they see process like wow I don't know if we can really we have the budget for that and and that's okay right so we hear we heard our customers loud and clear uh we wanted to make it easier for our customers to consume process mining so what we've done is allowed our customers to add on process mining individually to almost any of the workflows right so that's that's really impactful so if I just want to add process M to CSM because we see a tremendous value in improving that you can do that right and that's that's something that's really important to our customers and and to us honestly to make it easier for our customers to consume uh and ensure that they can leverage process money where they see the most amount of benefits so they may decide today hey let's focus on you know the the team that manages service desk they need to they really need to address this problem right away they can go do that right maybe you know the team that's using field service management wants to do it later on they can add it on later on right so it gives you lots of flexibility into leveraging process money when it makes the most sense you don't have to be an Enterprise for any of the entitlements right so super simple perfect thank you Daman and ironically a question had just come in the Q&A about this it was like perfect timing uh you were able to answer the question as I kind of typed the response perfect thank you yeah all right process mining doesn't work in our sub production environment Raz yes so for this one I think a lot of people think oh you know what I want to give it a trial run but uh so sad that I cannot uh kind of run it in any subpro so that's a very big myth out there I just want to roll to the next slide Dan where I can uh show the screenshot so all you need to do is go in your subpro look for the plugins the last one there snore poo which is the process mining core plugin you need to install that first of all and then the ones that are ticked marked are content packs itsm um CSM HR are the big three content packs we have based on which workflow you have in your instance go ahead and install them once you've done these two bits then all you need to do is create a new project in your process mining workspace and on the uh screenshot at the bottom there you see there are options full mine sample mine and Damian showed to you earlier you need to hit sample mine which will only allow you to use 3600 records from your instance data and give you a process map based on that that allows you to see all the features of process Mining and its capabilities in subpro and then when you're confident you can even uh and when you are licensed you can run it in production so there is no uh restriction say as as such on you know that oh I need to now first license and then probably give it a go in production that's not true just go ahead and try and use it in one of your sub prods but sample mine will not work because you're not licensed so try and use uh sorry full mine will not work because you're not licensed and Sample mine is good enough for you to get a sense of the feature capabilities but however because the data is restricted to only 36 100 records it will not show probably all the patterns and such so it will give you a good enough feel of the product at least um to get a hang of it and then you can get licensed and um run a full mine in production or subpro cloning whatever works out for you so highly recommended to do this to get a a sense of the product yeah one important thing to point out on that one um if you are going to try this in your sub production instance from a technical perspective we still require a log data um so many customers by default are not cloning their audit log data down to their sub production environment so if you do want to try process mining in your sub production uh work with your your administrator to make sure the next clone down to sub production includes the audit log data uh there's a a a process mining FAQ out there on the community site that kind of steps through what you need to uncheck in the Clone uh box for that so that's an important piece here have the audit loged data but turn on these plugins and way you go an additional resource that I would say to check this out if you want to if you want to try this on your own we have a a nice little blog post on the community site called guide to getting started with service Nows process mining that'll walk you through all the steps that Damien did here today to create your first project um as well as kind of walk you through digging into some of the data that's there hey Dan I'd also mention uh things uh regarding that is to ensure not only you need audit log data um you do need to ensure your machine learning training servers are enabled and working right so I've run a few cases where they were not even though they were entitled to using some of the pro capabilities in itm or CSM uh they did not have the training servers set up and um you know that's required to do the the mining right yeah I think those are the two good shouts guys those are the two caveats for running in subro audit log and machine learning turned on yeah I forgot to mention thanks both of you yeah and to usually to get the machine learning capabilities turned on you need to install the predictive intelligence plugin and that sets up the it should be a dependency on process mining all right myth number 10 last one I think once we use process mining once we won't need to use it again because we'll have fixed all of our problems and no new ones will ever come up oh this is one I mean this is one of my alltime favorites I it um and my answer or question to the customer is usually uh do you live in a bubble in which nothing ever changes in your world um type of thing but that that's I don't know if anybody wants to take the first stab at this um this one here I have a slide here yeah this one so because I come myself from a lean Six Sigma background uh I feel that Deming cycle is a very popular cycle people who are in Six Sigma or lean World they know it's plan do Act check and then you do the cycle again you don't stop at the last so we at service now have just you know made our own cycle here detect analyze improve Monitor and go back to detect so that's basically like a continual Loop of improving over and over so I think any um lean and Six Sigma oriented Improvement techniques will always have this cycle and not kind of just a linear way of implementing any Improvement tool so I I strongly recommend that if you are a service now user all these functionalities of service now like on the detect stage we have SLA breed survey and analyze stage you have the process mining product and then improvements can be done via automation engine uh virtual agent coaching loops and then monitoring of your process can be done through our Sim capability continual Improvement management and other automation Center BAS performance analytics can also be used for monitoring so at every step of the way you'll have uh some capability of service now that you can leverage to make sure that it's helping you go through this cycle successfully and keep repeating the cycle to reap the benefits of it that's that's awesome RZ I one of the things I I run into a lot is hey you know and and I having this within process mining was also beneficial is the ability of okay we we've detected a problem we see the problem we addressed it we addressed it with an Automation and then you know we did it in March and let's look it's now July did we actually improve do being able to do that comparison and saying hey did we make the right decisions in that automation or did that automation actually have an impact and I know in talking to Dan who was talking to one of his customers where they actually put an Automation in and it wasn't effective because the automation itself the implementation of the automation was not done very well so they had to go back and make make some adjustments so you know making changes that you think will impact it positively may or may not maybe has a negative impact so being able to get analytics on that to say yeah yeah we made that change we're seeing a 30% Improvement or maybe we see no improvement or we see you know negative Improvement we need to adjust iterate right so that's the whole point of this be able to compare over time and as we all know business changes happen then he mentioned they all happen all the time so your process requirements today will change over time right and you need to adjust for it and you sometimes we make adjustments somewhat in the blind we hope for the best but now process mining gives you a way to ensure that the changes you made will be the most efficient process possible yeah process mining just becomes part of your routine that's one of the big benefits of using an in platform process mining solution is the speed and we ease in which we can get you to the visibility into how your processes are performing and running and because it's so easy to get to the visibility you can use it on a more regular basis than the more traditional approaches to process mining that usually take weeks sometimes months to kind of get access to the data that you need so that's that's one of the advantages I you know the solution or the the the um I'll say solution it's called process mining but I I I've kind of adopted a little bit of a a metal detector kind of analogy when it comes to process mining I think of process mining like a metal detector and you've got that guy on the beach or or gal on the beach every day walking around the metal detector and it's going to beep beep louder in some places and softer in others and you know that helps you prioritize where you're going to continue to dig and look for opportunities to improve so process m is great at that but what's interesting is that guy or gal with the metal detector they go there on day one they come back the exact next day why because the ocean is those constant waves it brings new stuff to the shore right your organizations are the same way right constantly changing different things different Personnel different solutions different Technologies different outside factors right having this level of visibility on an ongoing basis is really really important it's never going to be a one-time thing unless you live in that magical bubble in which nothing ever changes and if you live there your organization might not be around for the long haul all right let's get get to the questions now a number of questions have come in during the session I've tried to answer them via the Q&A but I'm going to come back and recap them if you have other questions that we we didn't address here today that you want to get out there put them in the Q&A now and we'll get to them uh the first one that came in uh was hey is process mining ever used for HR Service delivery um and I think we may have touched on this throughout the session uh but just so you know process mining is available across many different workflows on the platform itsm CSM all the industry that we offer now of customer service management um it's available for HR Service delivery and life cycle events field service management uh strategic portfolio management if you've created your custom applications with app engine or create a workflows you can apply it there and as Damian touched on with that other myth if you have external process data you can import it into the platform uh let's see what else roles that are typically involved in setting up and evaluating uh process mining so there are four roles uh like technical roles that come with it a process mining admin a process mining power user an analyst and a viewer that you could give out to different people inside of your organization from a a a setup perspective it's really just those plugins that Rosman mentioned earlier right that that's the that's the only time that you're maybe your admin you're might need to be involved in setting up process money is turning on the plugins and then it comes down to as you saw with Damian who in your organization one needs visibility into how processes are performing and who has the skills to do what Daman just did uh very often what we see inside of organizations is uh there's initially one person that kind of gets their hands on process Mining and starts using it and starts sharing what they're finding with others and then it grows like wildfire and it's one of the reasons why we've we've added that new simplified guided setup experience is more and more people want this level of visibility so every organization is a little bit different but um uh you know the the the skills you need aren't all that great from a technical perspective um let's there's a live one um Dan about of the about the training servers yeah I I what I would recommend with the training servers there's a ton of documentation out there on the um on the website I would I would look into that on the training server piece now the um I see one here platform version so the the demo that you saw Damien do uh that was using our Washington release which is the the current release right now and that guided setup experiences new for the Washington release if you happen to be on a version prior to Washington let's say Vancouver Utah or God forbid Tokyo um I would check out the process mining Academy session number one uh on the community site there's a recording that walks you through creating your first project with the the non-guided setup experience the list and form setup it's just as easy as you saw Damian show it's just a little bit different look and feel uh covered the rolls we covered the um the skes a question about best practice using sample data spot on right the the sample the sample data capability is not just so you can try it before you own it inside of your sub production instance it is actually designed for as you configure your projects the first time just to run a quick test to make sure that the activities that you chose and the breakdowns that you chose are relevant Fields have value that you think would be useful as you continue to do your analysis that's what they're there for and let's see any other questions yeah there's one in the chat um around the process diagram so uh so the answer is yes so on early slide you showed a process diagram does a process mining application autogenerate that image the answer is yes it's not just an image it's one that's interactive so you can start clicking on Transitions and com and States within it to actually see uh what's happening in each one of those yep so it's a it's an interactive map it's really really powerful um and as as part of it one of the things I would I would say in addition to that uh go check out on the community site um the guide to getting started uh post there is a a five minute recorded demo that shows you not only how somebody could interact with the map uh to dive in and find process Improvement opportunities and bottlenecks it also makes sure as it covers those improve automated automatically generated Improvement opportunities and findings that Ros was talking about in her answer earlier because it's not just the map the map is super powerful for continuing to dig in but those automated Improvement opportunities that get generated when you run a process mining project those are fantastic starting places for you I kind of like the beeping with that um uh metal detector analogy awesome all right just some additional resources uh We've mentioned these a number of different times there is an on demand training course out there on the now learning site we actually are in the process of updating it to the Washington release so so those of you that are free Washington that have asked about hey what is what is my experience going to be like if I'm not on Washington that course would be great for you uh we use process mining here at service now as many of you know we we we are customer zero for all of our Solutions uh We've mined over 50 different processes within our organization there's a white paper out there that kind of details how we've approached process Mining and some of our initial findings many of you probably found this session through the community site but just be aware there is a community form product Hub they call it specifically for process mining you'll find tons of resources there and it's also a great place to ask and get your questions answered uh the team here myself RZ Damian we're on that community site every single day uh whether it be posting new content but also looking for your questions and trying to answer them that's kind of how we gathered some of the questions for this session here today on that Community Forum you already know about this you found a process mining Academy session this happens to be session number 27 uh so there's 26 other hours at least or 45 minutes to an hour of content out there for you to learn more about process mining deep dives into different areas like those finding definitions the histograms how to use the interactive map I know someone asked a question about process mining for HR Service delivery there's a whole session dedicated to Service delivery to field service management so strategic portfolio management so if you got additional interest in process mining check out the other Academy sessions there's something we call the use case series which is uh short little five minute videos of our top 10 uh use cases that we see customers start with like that finger pointing or multihop analysis example or SLA breach analysis or things that take longer to Route than resolve or doing some form of idle time analysis so check that use case series out if you want to get some ideas about where you might be able to use process mining to find Opportunities and then we've started a monthly office hours session so in addition to theseis every fourth week of the month we host an office hours where you supposed to be open form just come with your questions we'll talk about process mining we tend to you didn't notice already here today the three of us love talking about process mining so uh we hope you you register for those and show up with some questions and we'll be happy to answer them all right last chance for Romance uh if you got additional questions that you didn't already put in the Q&A and you want us to to take a take a gander at them and try to try to answer them here today please put them in the the Q&A now all right not seeing any other questions coming in Raz Damian thank you for uh partnering and helping debunk you were excellent debunkers I hope you enjoyed debunking as much as I did I hope everyone that showed up here today has had some fun um saying the word debunking while you were on mute um and as the team debunked subit out there uh if you've got any other additional questions please post them on the community uh and somebody just asked about process mining for SPM and the the entitlement yes it is something you would need to add in addition to your your current SPM uh so I got that one answered as well um but uh the person that posted that you know how to find me and I'm happy to have a follow-up conversation with you about that one uh any other questions before we we wrap all right everyone thank you maybe we'll see you next week on the office hours if not we'll see you next month where my friend Daman here is going to be going a deeper dive into that guided setup experience it's so easy I don't know how deep he's going to be able to get but he will go as deep as it possibly allows us to go all right everyone about this that's perfect thanks everyone see you next time see you