head and get started so welcome everyone to today's live on now webinar focused on how to scale your service now process mining program our customers have told us that they they've seen tremendous value in their initial usage of process Mining and now they want to start to get more people in the organization enabled and engaged and that they were asking for some guidance and ideas on on how to do that so that's what this session is all about not so much the technical side of process mining there's tons of content already out there on the service now process money Academy that focuses on that today is going to be all about operationalizing and scaling a process mining program in your organization now as as many of you probably know I love to start these sessions with a quote and I thought this one was a fit for today's session to improve is to change to be perfect is to change often all of our organizations are made up of hundreds if not thousands of different processes that interact and impact one another in different ways and and those processes are all impacted by other factors both inside and outside the organization one of the only things that we can be certain about is change and having access to the level of visibility that process mining provides helps us understand how a process is performing and reacting to all those changes and where we can make adjustments to improve and streamline amidst all that change all of that to say process mining is never a oneandone exercise it's something that should become part of our organization's culture now we're lucky enough today to have a special guest helping to deliver the content um while her title says senior data scientist I like to refer to her as our chief process mining officer here at service now uh Boomie do you want to take a moment to introduce yourself uh yeah sure then thank you um yeah so I run as Dan mentioned I run the process mining program within service now um I have been part of service now for a couple of years now and I've seen the program evolve we also started with like small number of processes and now we are scaling up so I'm excited to share with you some of the processes that we have implemented uh some of the operating model that we have in place uh which has allowed us to scale our process mining program um so looking forward to sharing uh our journey with you awesome and thank you for doing this Bo we really appreciate your time uh so here's the plan uh for today we'll we'll start with a quick process mining one just to level set on what it is and the value it provides it's it's still a relatively New Concept for many organizations uh then we'll dive into some Concepts and ideas for scaling process Mining and making it more part of your continual Improvement efforts and organizational culture there there are a lot of topics we could cover as you'll see uh we chose to focus on a few key areas here today and then as we go through the content today please post your questions in the Q&A section of the webinar and we'll do our best to to answer them um and now there's also time baked in at the end of the session for us to address them kind of live out loud on the call but we want to make sure we get the content out there before we dive into the questions themselves but please as you think of them put them in the Q&A we're going to get to them now before we get to the content we have to throw this slide up here this is the slide that says hey anything we say and do here today can't be held against us in the court of law it's also the slide that says as part of this conversation if we happen to make any forward-looking statements about things that might be coming on the service now platform you should take them as forward-looking statements make no decisions based on them whatsoever because they're always subject to change so at this point I'm assuming you've read all the fine prints now as always we start with that quick process mining 101 for our newcomers now with everything we do there's a designed and desired path in our minds for how it should work and how things should play out whether it be planning an event like these webinars or a business process and when you design things you design efficiency as well as completeness to provide the best experience possible for as many people as possible now unfortunately what we design isn't always what ends up happening in reality the reality is that not all work flowing through the process is going to take the optimal path and that's going to have a negative impact on both the experience somebody requesting a service is having as well as the people trying to deliver that service now identifying what is actually happening within our processes and then improving them isn't always easy and obvious what process mining allows us to do is use the audit log data that is generated as records move through a given process to create a visual representation of what's actually happening and this new level of visibility helps us accelerate our ability to identify an efficiencies non-conformant process activities and ultimately Improvement opportunities so process mind is going to give us the ability to answer process questions that have historically been very challenging to answer so whereas traditional analytics will allow us to answer a lot of the what questions about our processes process mining helps us start to answer the why so things like where is the process getting stuck where is their unnecessary rework happening where are there tickets incidents cases ping pong between groups or teams and where aren't we conforming to what we've designed all of these things have historically been a little bit more challenging to answer and then act upon and now with processed mining they're available to us in a couple of clicks we like to say process mining is going to get you to the why behind all of your kpis and then in doing so Empower everyone involved in the process to make more datadriven decisions about which improvements to make and which ones to prioritize now I'm sure you're saying this sounds fantastic and those that have joined and have been using process mining know that this is fantastic and should be done uh but it's not magic right process mining I like to say is a verb right it's something that has to be done so how do we put the power of process proc mining in the hands of more people to to embrace more of the power that it has to offer and more of the opportunities that can offer us so well like everything else continual process mining at scale is a is a process with steps that can be taken we can break it down into three highlevel phases or areas right the initial setup which is mostly a one-time effort of establishing the program and the initial Evangel EV evangelization that's going to be a hard word for me to say over and over today but I'll try and education about process mining in in the organization uh the evangelism will become more of an an ongoing thing but it's an it's an important piece of the initial rollout or setup phase we put it there the second phase is what we like to to call M process mining Sprints these are the actual process mining efforts themselves where we'll select a process identify stakeholders create process mining projects to dig into certain areas and produce findings and Improvement opportunities these Sprints can vary in length from two to four weeks and that variability is usually based on the availability of stakeholders not necessarily anything technical uh boom is going to be going deeper like do a deeper dive into the operating model of these Sprints and then once we find these opportunities to improve we need to operationalize them it's an important that we we hold people accountable to acting on the process Improvement opportunities we are finding I'm in Monitor and communicate to everyone in the organization the impact that process is having and the the changes that we're making based on our process mining efforts are having uh then of course we we have to evangelize that success to get more parts of the organization involved in the movement to make process Mining and contined Improvement part of the culture of what we do and the way we work now we could break each of these areas down into sub areas um we're certainly not going to cover all these individual boxes today nobody wants to spend that t time on a webinar but we wanted to include this is reference just so you know all these slides and the recording they're going to be posted to the service now community and we'll make the the link available uh through the process mining product Hub page as well as well as the process mining FAQ that's on that community site U so it's likely you found this webinar via the process mining Community the recording and all the content the slides uh is going to be posted back up there just go to the community and search for uh this title so let's talk a little bit about establishing the program itself so one of the most uh critical parts of any successful program is executive sponsorship and and process mining is no different having that support from the top and having someone who's going to hold people accountable to delivering the outcomes we know process mining can provide is key at service now we've been we've been very lucky to have our chief analytics officer VJ kotu take on this role and and really Propel process mining into is something that's become part of our culture obviously you you'll need someone who's going to to own the program on a day-to-day basis this isn't going to be that executive sponsor of course but you need that person who's going to gather the stakeholders make sure that the individual mining Sprints are staying on track moving forward and meeting the established timelines uh you'll also want to set some initial goals and success criteria that will include things like how many initial processes do we want to start with it could be two three maybe even just want to get started right um and then you also want to identify like hey let's set a goal for ourselves how many Improvement opportunities do we want to Target and what are the timelines for those initial Sprints that we're going to be rolling out for those initial processes you're also going to want to identify some some initial Champions um on the support team for this effort right it it's that team that the initial Champion should include someone that can provide service now platform level support for things like roles and access and then at least one person with business or process analysis skills at no service now's process mind solution um we need to get those folks trained up uh and there's there's plenty of of resources out there to help with this there's a now learning course for process mining called process mining Essentials uh we've got the process mining Academy series and the use case series we we're going to come back to those a lot here today but they're both available on the service community and what they are they're they're a library of recorded sessions that do deep dives into different areas of the service now process mining solution fantastic resources as you start to onboard folks and then lastly you're going to want to think about what your support model will be now this is going to evolve as you would expect over time but it's important to think think about it UPF front right now these are just some initial things that probably seem like common sense for most of you it's going to be things that you're going to want to include for any program you're not you're going to be spinning up not just a process mining program now let's talk about one of my favorite topics uh evangelizing process mining it's what I spend most of my my days doing uh so the the term process mining was was initially coined 25 years ago I know that seems crazy but there's still so many people who are unfamiliar with the concept and the power of process mining it's one of the reasons we like to start every one of these sessions we do with that quick little 101 just a level set on what process mining is and the value it provides uh just to give you an example we host monthly customer facing office hours it's just an open form for people to come ask qu ask us questions about their process money experiences uh related to their process mining experiences I should say on the service now platform and every month when we hold that session we get some people are just there to find out what process mining is they've heard the term they just don't what it is now it's highly likely that you're going to have to do that within your own organizations as well and we have a ton of materials to help you get get started right um and they're listed on this slide one of the ones that's really really handy is just this quick two-minute explainer Video available on YouTube that you can use and share um with folks there's also a a recorded overview presentation and demo available on the community site that you can share um that's very very helpful so people can start to see the solution in action and and then their Gear start turning about how they potentially could apply process mining what you'll also need to determine is what channels are available to you with your own within your own organizations to communicate and Market the power of process mining is there some sort of internal collaboration site that everyone uses are there webinar series that you can join team briefings that might be opportunities or or quarterly business reviews with different process owners that you might or service owners that you might be able to get on and start sharing the value of process mining now this is another area again where executive sponsorship comes in handy um you know perhaps the executive sponsor can can host a session right here at service now our executive sponsor VJ he hosted a three-part series on the value of process mining when we're initially rolling it out to get stakeholders educated and excited I always get a kick out of the the space suit uh picture that he he and the team put together I wonder what he'd think if we he knew that we were using it on this webinar um another useful exercise is to to work process mining um in a in as a solution that can help with a you know attaining organizational goals or a okrs is probably the right way to say so for example um we've we've worked with a number of companies that have initiatives like 1 million hours saved with automation or 3.5 million hours of productivity time reclaimed like process mining can play a significant role in achieving goals like this and could and should be tied into the roll out and communication of these larger scale efforts or organizational uh initiatives now lastly as we start to achieve initial success with process mining it's important to communicate those results uh we're going to share some examples later in this session to give you some ideas of on how to communicate your findings but this is what I was mentioning earlier while we're including evangelism in the initial setup phase um it's going to be something that you're going to be doing on an ongoing basis but it's likely going to shift from the foundational education of what process mining is to more of a success storytelling effort As you move forward as as as the program evolves and progresses now one thing that's going to be happening throughout your process mining efforts is the identification of stakeholders to include in your program I said this early process M earlier process mining is a verb it's something you do and it's definitely a team sport like one of our colleagues colleagues likes to say it takes two to 10 go successful process mining is efforts are are going to be collaboration between an analyst and a line of business resource like a process or a service owner and and look there's there are situations where where the person with the analyst skills is the same person that has knowledge and ownership of the process we're finding that those situations are few but but they exist and in those scenarios what happens is time and attention becomes a little bit of a challenge so as we look to identify which processes processes we want to to Target first we'll want to take into account which business stakeholders Andor process owners have shown some form of enthusiasm for process mining because they're going to be an integral part in the success of the effort right uh the process analyst is going to be able to interpret data they'll be able to quickly identify inefficient patterns and potential opportunities but they're not going to have all the business Contex and visibility into the day-to-day operations right the collaboration between these two is how we get to the actions we can take to make improvements to the process uh so once we've identified our our enthusiastic stakeholders and the and their processes will want to get that some form of kickoff meeting scheduled and get into the mining Sprints themselves and one last thing I'll add here is uh if there's any sort of opportunity to gamify these efforts in your make it competitive form teams and see who can identify the most hours to be reclaimed or percentage of increase in productivity do it uh a little competition can go a long way as we start to generate and try to generate momentum with process mining inside of our organizations all right we've got the foundation in place now let's look at what goes into these mining Sprints themselves for that I'm going to pass it over to abomi who lives and breathes these sprints on a on a regular basis abomi you out there you ready uh yeah yeah thank you D perfect um yeah so I'll talk about the mining Sprints in terms of how as service now are actually currently running our process mining program and uh what has our experience been like um so let us start with the operating model that we follow um so we generally uh identify we have identified these three main milestones for every process um that we have prioritized for mining so the first Milestone is when we have uh identified which process to mine and then we have already created a process model using process mining on the platform so that's the first Milestone where we just understand the process and create a process map the second milestone is that we have completed the analysis and we have identified uh some of the key areas of improvement for that process and then the final final Milestone is that we have executed those Improvement plans and we have already observed some of the key kpis uh getting better over time so these are the three male milestones and this helps us uh understand the maturity of the process as we continue our mining program um now we have have all of these different personas or roles which support the process mining program so we start with the main uh role that we have which is the process mining Coe as Dan mentioned this is one of the key aspect of process mining program to have a central uh team setup which can help uh Advance uh some of the progress that we are doing in in process mining space um so the process mining coe's main role is to onboard the process owner and basically kickart the process mining for for every workflow that we have identified so we start with onboarding the process owner we create help create the process Maps um using uh our on platform tool we create the PA indicators for kpi we identify which kpis are key to monitor the health of the process and then we register the process on a dashboard so we have a dedicated dashboard for process mining which we'll cover later in the in this section and throughout this entire four five week um pro project that we have we provide support for training and process analysis so this is the key u area where process mining Coe helps to Kickstart the process and then Provide support throughout then the next role that we have is the process mining Champions this is something that we started this year as our program was scaling Beyond like 10 or 15 processes uh as we are targeting to m 50 processes this year uh we we thought of having process mining Champions within each of the business functions that we have so for example we have process Champion identified for sales we have process um Champion for um for the analytics or for DD operations so each of those PM Champions uh their role is to be uh is to identify and prioritize the processes which processes to go after um which optimization which will actually help us achieve some of the company level okrs so their goal is to identify in Prior ize and they also help with the process analysis and continue working with the process owners to create um Improvement opportunities uh which we call as Sims um and then drive the process Improvement within their function uh now one of the main benefits of having the PM Champions within this function is that they already have the domain knowledge they already understand the process and the kpis and how every optimization is going to help improve the process so it helps us uh eliminate that barrier of uh or the time spent trying to understand the process then we have the process smmes they help us identify the kpis and what Target can be achieved uh through optimization and they also go through the trainings same as the PM Champions and help us investigate the findings and um identifies what Improvement can be made so getting to the finding is one step however actually identifying what improvements needs to be done and what what change needs to happen in the process is something that process owner are responsible for and ultimately executing those plans as well uh now these are the three who are like involved in some of the day-to-day analysis however in addition to that one of the key aspect is having the executive sponsorship so we have DT leaders who are very much involved in um monitoring the progress of a process mining program so we have a bi-weekly connect with them uh to under to provide uh some of the updates on where are we with the process optimization and they help us also prioritize uh some of the activities within process mining program um then finally of course we have the product team uh we work very closely with Dan and team to um to provide support u in terms of identifying issues or defects which might have U occurred in the initial release and then we also U provide there is a feedback loop uh as well as we are customer zero so we also provide any enhancements requests or anything um that we have encountered while working with the product um so yeah now that we have discussed the operating model and how each of those personas are involved I'll go to the next slide and talk about the uh the dashboard that we have and and how do we actually measure some of these improvements that we are making um yeah can we go to the next slide then sure thing and I just want to Bo you said this but I I I think it's a really important point to to reiterate is when we first started right these PM Champions is something that we kind of a new layer that we added as we reached you know we we've did we Min like 10 processes and it was like okay now we need to add this additional layer right we didn't start with that layer correct yeah perfect um yeah so uh setting up the program and the next step was us for us to uh identify how do we actually measure and ensure that we have visibility into the program so in order to do that we have now created a dashboard which helps us track how many processes do we have for P for mining this year which Milestone are each of these processes at and and how are we performing in terms of achieving the target versus not achieving the Target and then we also monitor it by function so we have identified this four four or five functions within the organization and we monitor which Milestone each of the processes are there for for the functions as well uh now that's the top layer now we also have the bottom layer where we have individual processes and we also ensure that we have accountability for each of those processes through identifying the process owner as well as the function or the executive leader who are in charge of that part of the process um then we start with setting up the Baseline for each of the process that we have uh the Baseline generally is the number that Baseline is uh basically the kpi number that we have at the beginning of this year for example if we are doing 2024 we generally take baseline from January or of or December of last year then we set the target um generally overarching Target that we have kept for this year is 25% you can kind of vary it depending on the process but that's the general guideline that we start with to achieve 25% Improvement that's the goal that we have um and then month over month we track how the kpi is looking um we also attach The Sims once we have identified the inefficiency and what we are planning to do with the process we attach the Improvement plan with it we'll go over the sim Sims and the creation part and what do we track in The Sims in the later part of this session um but this helps us ensure that the improvements are actually captured as a work item and we have uh someone accountable to complete that work item and is closed by the end of this year um yeah so these are some of the ways that we ensure that the progress is made and we are able to track the progress with each of the process that we have prioritized perfect so setting goals and targets for yourselves baselining it and then making sure that we have accountability across the organization and and like I always like to say um when you start presenting data or one capturing data but then presenting it in a more public way it it helps to drive behaviors because nobody wants to be last on the list of their their peers uh data can have a very powerful effect that way y all right yeah um so that's how the overarching um model works for us now if talking about the individual steps of the mining Sprints uh we start with onboarding the process owner um we U when we onboard the process owner we provide like a lot of resources for them to understand the process Mining and how how how to interact with the process mining analyst workbench that we have seen and how can they actually work with the process model to identify the inefficiencies so some of the content that is there on the academy the process mining use case series helps with that as well uh and of course we have a now learning training um which the process owners can take to familiarize themselves um Now setting we do not have like an official CER ification process of for service not process money however you can set it up internally um set up a play playlist of some of the key Academy recordings as well as some of the use case series and um provide a certification for whoever completes that playlist um and then also ensuring that we have the necessary instance set up and the roles uh identified for all the different personas who are going to be part of the program so talking about about the roles and responsibilities uh there are four key roles within the process mining um within the pro for process mining we have the PM admin um so generally process mining Coe U members would would be ideal to have them have the PM admin role U the PM power users would be if you have set up the champion model then process mining Champions would be the ideal candidates for having the process uh power user role then majority of the times we have process owners um have the PM analyst role and as the process Champions are actually advancing and learning more they can also be transitioned into the power user role if they are taking uh in charge of some of the process mining activities and they are actually taking on more work then they can actually be allowed to have the process the power user role as well and then the viewer role generally we have Executives who are um provided the viewer role so that they can take a look at the um at the at the process map as needed um so yeah these are the different personas I will not go over like individual roles and responsibilities um U but yeah based on their involvement with the process mining program we can provide like different levels of role um within uh the tool now that we have set up like we have onboarded the process owner they know about process Mining and we have provided the necessary role we start with having uh we start with a project kickoff uh so kickoff is when we'll try to understand the process uh in a bit more detail to understand um how many people are actually using the process um what are the average monthly records um is there any interaction with any other processes within the system um what are the key kpis that we would like to track for that process to monitor the health um if there are any pain points that the process owners are already aware of that would be good to capture that as well during the kickoff um so understanding the process in detail as well as understanding what kind of impact would uh the Improvement make uh would be beneficial uh to understand in the kickoff session um now that we have understood the process it's also good to familiarize the process owners with what kind of findings can be generated from process mining um and review some of the common use cases uh which are like on hold analysis multihop we have ping pong between the assignment groups which are some of the longer transitions um longer to Route than resolve um there are many cases where we see approval bottlenecks SLA breach analysis so these are like some of the most common use cases that we have seen so far within process Mining and would be good to review them with the process owner during the kickoff so they understand what kind of insights uh would we be looking for in the process excellent thank you go ahead yeah know I was just mentioning we have looked at the first two uh parts of the process which is on boarding and project kickoff defining models I think you have already seen in many of the other academy uh sessions that Dan has done so now we'll uh we will not be covering that part but we'll move on to looking at how do we analyze the and review the findings and how do we actually present it to the stakeholders um so passing on to you Dad perfect thank you boom yeah right Boomie mentioned like there's tons of content out there that covers the creating of process mining projects and how to do different types of analysis to identify opportuni so definitely not covering that today um or those mechanics here today but we we we did want to show a few examples of how some have chosen to communicate or evangelize their findings uh um within the organization again these slides are going to be available on the community if so if you want to borrow any of the formatting as you start rolling things out in your organization and evangelizing in your organization that's that's why we're we're we're covering these here today so one one example would look like this right you've got a high level description of the process and the Persona who owns the process a visual of the process map now that visual is always going to get people's attention right I mean if you're going through the effort of using process Mining and creating findings throt the map on a screen it gets people's attention draws them in and they start listening a little bit closer then of course you want to list out the top inefficiencies or opportunities that you've identified on that slide and then if there's any Improvement opportunities that I've identified already and potential impact if acted upon you want to share those numbers as well uh the example on the screen here was a situation where we identified that a significant portion of of HR cases were being initi being initially categorized as general uh due to lazy employees like me actually 74% of uh the HR cases in this example were initially categorized as general so uh they would have to be triaged and redistributed and and by implementing something like our our predictive or task intelligence to automate some of the routing we we've identified that we could have improved that process or the resolution time um increasing our our speed by 46% and capacity to handle more cases by 34% so uh this this was a very popular way to kind of summarize the inefficiencies and the potential impact that we've seen other customers use in addition to ourselves here at service now um and here's just another example of with that same format but for an onboarding process again the visual and the numbers they just they just jump right off the page and they're going to get others attention in the organization now here's a slightly different format what I what I liked about this one is that it's clearly details the current situation and possible remediation or actions that could be taken I also how like it EXT how um this organization chose to extrapolate out the impact from a Time perspective like 83 years of lost time per year due to this one inefficiency right sometimes people get a little taken aback when they see numbers that size but it's the reality in many cases right we we just get so used to looking at averages and meantimes we don't think about the time in aggregate about the size of the opportunity if we could just reclaim 15 or 30 minutes for every task that's being done right uh this is one of my favorite alltime ex uh examples that we've had so far uh as it involved an automation uh to put people into active directory groups but when that automation failed it created manual tasks turns out it was failing about 2200 times a month and those those tasks added up to seven years of time a month and the fix was a simple change to an intake form to reclaim a large portion of those seven years or that seven years per month or 80 three years uh per year from a total nttr impact um so this is just I I love how they extrapolated out the time in this those big numbers really get people's attention in fact just yesterday I was I met with a a cioo of another organization and we had gone through an exercise like this um and he was he was going to be meeting with the CEO of the organization to talk about some of the process money findings and he was super excited about the size of these numbers not not the um not that those numbers existed in that size but the fact that there was so much opportunity to reclaim uh the time and this is one in the same form but I thought it was just another common example of a a very common use case that we see with process mining potentially unnecessary approval steps so a time waiting for approvals is an opportunity for almost every organization that we work with I recently worked with a customer where there was an approval step in a process that was costing them seven years per month waiting for approvals but the total work time after those approvals was 7even days of actual work time so 7 years of time loss waiting for an approval for seven days of actual work time it's crazy how much time we miss I mean actual one of the remediation impact or opportunities there was um they actually had rolled out uh mobile approvals but had not marketed it all that well like a good portion of the approvals were being approved via the desktop UI not the mobile UI so we we talked about creating a marketing plan to to Market that you could actually approve things Via mobile device which should reclaim some of that time all right last example is more of a a summary view that can be used when multiple opportunities have been identified this is kind of something that we've used at we've seen used at executive level presentations again the reason we're sharing these examples is just to give you some ideas on how you might want to package up and share or evangelize your opport opportunities to improve based on your process mining efforts in your organization right now it's also totally acceptable to share the process mining workspace live in meetings to make the conversation more interactive and dynamic I push that approach every chance I get and as boomy would attest we do that here at service now we run meetings with the process mining workspace but I've been told many times that not every organization works that way um and they like to be presenting things in slides so we wanted to give you some examples of slides and as I mentioned earlier these findings and the suggested improvements are are based on collaboration between all the stakeholders involved in the process mining effort and Boomie touched on this already there's an application on the service now platform that helps facilitate this collaboration as well as track progress and hold people accountable to acting on the Improvement initiatives uh this application is called continual Improvement management and it can be access access directly from the process mining workspace now these continual Improvement management records can play they play a key role in operationalizing the improvements identified by your process mining effort so I wanted to pass it back to boie to talk a little bit about how we've use continual Improvement records here at service now um thank you D um yeah so I'll I'll share a little bit on how we are using continuous Improvement management um slides are great for like executive consumptions and it can help us um ensure that we uh provide um provide like all the recommendations and ensure that we have uh people within the organization know what we are planning to do with the process however when we uh are actually trying to work some of these improvements through it's it's very difficult to get people to start working on it just by looking at the slides it's important to create a work item which um which process owners can go back to and ensure that we have like timelines associated with that so that's where uh Sim continual Improvement management helps with u once we have identified those inefficiencies and we we have shared that with the executive leaders uh the next step is to start uh creating Sims for each of those findings um so what we capture within the Sim is uh what what have we identified in the process what are the Improvement uh uh what are the efficiencies that we have seen in the process and then next what Improvement are we actually going to make within the process so those are the key aspects that we captured the Improvement plan and the inefficiencies identified and then we also have the executive leader as well as the process owner uh added to that Sim so that we know who are the people who will be work working on that particular Improvement plan uh and then we have an end date associated with the SIM so that we are able to track by which date the execution will be complete now as the Sim progresses we actually also change the states of the Sim so the Sim starts with the new uh as soon as we create it it goes into the new state then once we have acceptances from the process owner and the exact leader that yes this is a valid Sim and we do want to start working on it we move it to the accepted State um then we move it to SS uh State once the team is looking into how what improvements they that they need to make when they are starting to devise the Improvement plan and then once the Improvement plan has been approved by um everyone all the stakeholders within the organization we move it to the approved State um then next the actual implementation start now implementation could be an actual workflow change or it could be a behavioral change that we are planning to make or maybe adding more resources or just training the people within the company So the plan will actually depend on the uh an efficiency identified but we do keep the same uh uh process even if it is like a behavioral change versus an actual workflow change so when the actual change is happening uh be it in terms of story implementation or training we we move the Sim to in progress now once the Sim has been executed uh we move it to review now this this uh this step is where we kind of wait for more data to come in and we remind the process to see the before and after uh as you might have seen before we have the the capability on the product to be able to see the before and after picture through comparison so we do that and um and assess what kind of change what what kind of improvement we have seen uh in the process post the Improvement plan that we have implemented and once we have recorded that Improvement we'll go ahead and close the Sim so this is the process that we follow for every Sim that we have created within uh our process mining program and we ensure that um there is accountability as well and the Sim coordinators are working through the Sim as as the Sim progresses and as the execution progresses and then of course we have the uh the capability to add the Sim tasks as well so if there are multiple people who are working on the Improvement plan then we can add some tasks and have uh U the tasks assigned to the right stakehold to the right uh person who is going to be working the uh task and make sure that there is accountability within the subtasks as well um so this was how one sim actually progresses from uh start to end now we have uh Sims created across all of these those 50 processes that you saw earlier so currently we are uh working on uh 30 Sims and through this dashboard we are able to track the Sim Improvement as well uh same as how we are doing the progress update for the process level progress um so for Sims we track which state the Sim is at for each of the Sims and then we also monitor it by functions and then we have the same execution timeline so we know by which date we'll have the Sims uh to be completed in terms of execution um and we are able to then REM the process and evaluate the Improvement so this again helps us with the progress update as well as making sure uh the team is accountable and they are actually making the progress as per the end date which has been identified for every Sim um so yeah we start with explaining all of this process with the uh to processes so they they understand how to utilize the Sim uh Sim product that we have and how to make progress through this as well perfect thank you Boomie all right so the the last thing that we wanted to touch on was kind of making process mining part of your culture right we we've talked a lot about the process today how to operationalize things but one of the benefits of the service now intelligent platform or like all of the in platform AI analytics process mining Etc is the ability to embed it in the flow of people's day-to-day lives to make it available as part of their daily routines uh and help improve the speed and the quality of the decisions that they make and the actions that they take across the organization ation uh so we we wanted to point out just that you have the ability to start embedding process mining visuals right inside a stakeholder dashboards and workspaces on the service now platform so in the same place in which people are going to see their operational reports and metrics they're now getting visibility into how the process is performing on a regular basis it's a great way not only to increase the visibility uh for the stakeholders but also to start to evangelize process mining in the organization boie mentioned earlier um that when she talked about the the different roles that were there right not everyone is going to be diving into the the process mining workspace to slice and dice and ask process questions right uh that's what that viewer role is for so we can give higher level Executives access to a visual like the process map itself so they can see very quickly what's going on within the process without having to go in do a deep dive analysis but if they see something that gets called out to them they can maybe recommend to the champion that we have a a process mining Sprint around a certain area for a certain issue that they think is is popping up there uh the other the other thing here is you also uh have the ability in addition to the map itself process mining also automatically generates Improvement opportunities based on inefficient and non-conformant process patterns the solution is seeing right and you can Surface those right inside of those stakeholder dashboards as well uh these insights again are going to start to prompt conversations and generate new process mining Sprints potentially right uh so process mining provides so much like power and opportunity we need to get more people involved in the conversation and benefiting from these these insights uh this session today was to help spark some ideas for how you could potentially start to do that in your own organizations now with that let's get to some of your questions we we' hope you've been submitting