thanks everyone for joining this month's session for the process mining Academy session uh this month we're going to focus on exploring the guided setup experience U so a little bit of background of what these are if you if you're new to the process mining Academy sessions we do these monthly uh and these are really meant for customers who are looking to understand how process mind Works give practical guidance and some how-to on new capabilities even product updates to allow our customers to better leverage process mining capabilities within their organizations and also to collaborate we love hearing feedback uh we do have a Q&A session at the end as well all these sessions are recorded so you can we post these publicly and you can always refer to these in future so folks who couldn't join today you can find these on the process mining community and I have some links for resources at the end where you can get to that as well and lastly as I mentioned we do want this collaborative uh at the end we have an allow for time for some Q&A as well to uh answer specific questions about the topic at hand or anything about process mining in general we love that feedback and it helps us get better as a team and as a product as well awesome all right so um quick logistics for for our session today a little bit of a safe harbor uh so anything I say and do about anything about future products please do not make any purchases based on those this is my get out of jail card U so please make no purchase decisions based on anything I talk about the future which may happen a little bit of an introduction uh I'm Damen Pascal I am one of the process mining product management team on the outbound side uh on the phone too or on the team a call today we have Dan Grady who if you've attended these uh Academy sessions before he's driven most of them um we our team has grown so we're now three of us on the outbound product management team for process mining uh rosin parpia she's based in the UK uh I'm based in Denver Dan's based in New York so we have a lot more team of supporting process mining which also is relevant in that we have a lot more customers who are interested in looking at and using the capability all right so agenda today uh as we always do we like to go through a little bit of a process money 101 because I'm sure there's may be some folks who have not seen process money before and asked the question well what is this um I this sounds interesting so we're going to go through a little bit of that first then we'll go through the topic at hand which is new in the Washington DC release around guided setup experience we'll go through a bit of a demo on that a couple of slides to front end it and then we'll go through our Q&A session again we want to keep this as very interactive as possible so please please please ask your questions in the Q&A section both Dan and I will be answering questions as we uh as we go through this and then we'll end with resources that you have available to you which we have a ton uh which is really helpful and and we look to grow that over time including this session all right so process mining what is it why did we come up with this capability well in talking to our customers and working with customers we all know as we build processes or workflows or whatever application that we're working with we all have a designed path that we have in mind with an outcome we always build something with a specific outcome to solve a problem to manage a kpi goal whatever it may be that design path doesn't necessarily mean it's going to act way we expected to for many different reasons and a lot of those reasons we just don't know right and that reality sets in and we have to solve for that and the result of that reality can be borne out in a negative experience kpis that are trending the wrong way um and a lot of other different reasons but they result in a negative experience overall and what we want to do is have leverage the capability within service now uh with an in platform datadriven manner to understand and discover a process that lives within service now using the event log data that lives in the platform so natively we're tracking all the the changes that happen within many of the things that happen within your environment and that allows it to quickly discover and x-ray your environment and understand where the inefficiencies lie and that's really a quick and easy way to understand why things are behaving the way they are which is typically where process M comes into play if you compare this to what you're probably doing today in analytics and dashboards they they answer the what's going on question but the why is not answered in dashboards or or um performance analytics they're answered in process mining where is our process stuck why is work being ping pong between two different teams or two two different states who's holding on to those those cases or tickets or incidents all those questions can be answered within process mining through our ability to understand how things change and how they flow and this results into you know and I talked to a lot of folks uh and or customers who use dashboards and you know why is my kpi trending the wrong way and process mind becomes that answer to why behind that kPa that care about process Ming is not just for the you know the folks that are data scientists it's really meant for anybody who cares about a process the process stakeholders the process owners the the teams who care about efficiency I want to drive efficiency within a specific goal or team or process in in itself so in this case we quickly within minutes be able to understand how my incidence process is flowing and then being able to break it down by elements that I care about maybe it's a channel maybe it's assignment group maybe it's by location you get to choose how you want to look and slice and dice that data and ultimately understand where my work is becoming inefficient and focus in on that area and make datadriven decisions and how I should apply automation which as we all know we do very well within service now and sometimes it's on automation maybe sometimes it's really just about coaching different teams to how to better leverage a specific process sometimes it's just marketing better within an organization hey we we we uh we developed a self-service option for password reset nobody knows about it and use is using it maybe we do a better job of surfacing it so a great way to really understand and take the next step of I know how things are running now let's fix it so this takes me to the next step of you know why is it so important within service now well we have this great ability to address all four areas of this uh this life cycle of work right being able to detect through performance analytics and dashboards even SLA breach notifications how things are running are they are they negatively being impacted by some something in my organization I don't know what it is and that becomes problematic and that's where process mining becomes important we have that analyzed phase where we cannot visualize process Maps uh apply automat automated and rule-based findings to expose Improvement opportunities very quickly right looking at a process map may not be a quick evidence of how things are um you know where improvements should be applied but we have an ability to do that very quickly through these findings abilities and be able to use things like machine learning to expose other opportunities to improve as as well right so grouping things as like oh I see an Evidence of you know a thousand uh incidents or cases that could could be self-service through maybe a virtual agent maybe using predictive intelligence or even geni then lastly you know just you know secondly I should say is Improvement right using the in platform capabilities like virtual agent like even RPA hey we notice that work is Ping ponging between two different teams because they don't have the right tools maybe we can leverage things like automation engine and RPA to automate some of those steps uh and I talked about coaching maybe you know we we see that work is being reassigned multiple times maybe one of those outcomes could be we train a specific team to to be able to answer those questions instead of having to reassign and lastly monitoring right we've made some improvements maybe we applied a virtual agent did we get better being able to tie these two continual Improvement management which lives also in the in the service now platform and be able to track this like a project over time this is an iterative process uh being able to process M over time is really becoming very relevant and uh very common within our customers where they see this as a way to improve over time and ensure it's a data driven meth methodology um and that allows you to you know continue to use performance analytics and Trend and make sure that the kpi careabout continues to improve okay that's the quick overview of process mining I hope that was relevant uh so the next thing we going to do is do a quick overview of what the guided setup experience is um before we go into a demo so process mining has been around for a while now right since the Quebec release uh if with every release we keep enhancing and adding significant improvements and capabilities in the Washington D DC release we added a capability to enhance and improve the ease of use in terms of setting up a project uh and that's one of the things that's what we're going to focus on today uh as you can see we have a number of things we've added in Washington DC release you'll see more things in the xanado do release that's coming in September but today we're going to focus on guided setup so what is guided setup guided setup is a flow-based easy to use methodology to allow anyone to build a process mind project uh in the past you know there's there was a workspace and there still is a workspace uh we have used the platform View and which is still there by the way there's a lot of folks that love the platform view that's not going away uh but I will say that guided setup one of the things here is is allow you to step through a guided process to build that project mind in a very considerate productive way so all the steps that are needed are highlighted and help you step through that and provide uh resources as you go through this just in case you don't know what a specific thing is or what to do so very comprehensive very easy to use and we'll go step through this again what we're trying to do here is really enable different teams to be able to leverage process mining in their own workflow right make this part of your operational model a couple things I did want to mention and I was often get asked this question is about okay well are there roles and how do we govern this uh I did want to mention so there are four different roles uh there is a admin a power user an analyst and a process mining viewer role uh and each one of these have you know uh additional capabilities where you can create more share uh for example and be able to edit different uh types of projects uh so there are you can govern these in a very specific way where you may just want specific teams just to be able to see specific project mind you know so you can manage this in very specific and deliberate way if you'd like Okay so let's dive into a project Bine just get out of that and share my okay all right so let's dive into this so we're in the the process mining workspace uh if you know you notice I have a bunch of projects here already what I'm going to do do is right from here I'm going to hit my create new project and from there uh it's going to bring me to the set objectives this is going to build that core construct of what a project is for a process mine so the very first thing you'll notice is Select type there are two one is a project one is a template in this case we're going to build a project I just wanted to illustrate that templates can be used in your organization to provide some governance I have customers that have this use this for itsm for HR for strategic portfolio management each team has different requirements and how they want to build they want to enable as I said earlier their teams to use this across uh their uh their organizations building templates that are specific for each one of those teams allows them to quickly leverage them and have that framework already built out which is really really uh great for them so they don't have to reinvent the wheel each time so in this case I'm going to build a project let's call it Academy session and you can give it a a short description you notice right away the Stars means that you need to fill them out short description is not needed but you can add one if you'd like so this is going to scope the initial construct of the project in this case we're going to focus on a specific table you do have other source types we have we can mine a report Source archive data as well as external data and I want to make sure that uh everyone is aware of that there's even Academy session that uh we we have recorded in the community around how we can mine external data as well so in this case I'm going to I'm going to hit table now with in the uh project you get to decide which table you want to do now based on the licensing you have it'll determ which ones you can do this case I'm going to just do incident you notice it defaults so do you want to order retire and what this means is and this helps in governance order Tire means I have if I don't mind this for a certain amount of time it'll go into a retired state um so depending on and you know over time if they if you notice they go into retired you may want to delete them or you know put them into a state of that you don't use them another case another option I should say here is be you want to tie this to a dashboard which will be surfaced in the project once we mine it as well so if you hit yes and this is again optional you can choose an existing dashboard or add a new one well let's I know I have an incident dashboard that's out of the box so I'm going to attach it to my incident dashboard you notice at the bottom quick start it's servicing some exist exting process Minds that I have that I used use for Incident Management so I it's servicing these that hey do you want to use these as a template I'm going to choose no I don't want that but I also notice on the right hand side I do have some resources so as I go through this and I forgot well what does this mean or how do I you know uh get to something I do have some use cases Community facts my all the product the uh process mining Academy s sessions are all aailable to me right from here which is great so okay we've defined the table we've time defined where which kpi dashboard we gave it a name I'm going to hit create project so now we have that core shell of my project for process mining now we're going to do next is scope it right all the things I care about within the incident process mind that I want to apply so the first thing we're going to do you notice at the on the left hand side we have our incident table and we're going to we're going to Define four different areas filter conditions activities breakdowns and use cases again you notice the star means it's required everything else is not so you need to have activity but the first thing we're going to do is filter conditions so generally speaking whenever we're doing a process mind we care about about cases incidents whatever it may be that we're mining things that are done completed finished so in this case for incidents I'm going to choose active is false now if you're used to using service now filter conditions this should look familiar you notice I can add you know I can add different filters in an and and or state so I can continue to add more maybe I want to Define these by time you know in terms of when they were closed or when they were open so I it's a great way to narrow down the scope of what you want to process mine perhaps I only want to look at Q4 of 2023 right and then be able to look at well how many records do I have that I can apply for this great uh you can also apply some additional filtering here in terms of cropping that process using start and end conditions as well so I'm going to hit save so I have one filter condition all closed or inactive incidents next thing I want to do is add an activity uh you need to have at least one activity you can have multiple so the activity is going to be what you care about changing in this process line in this case as um in a very common use case I care about the flow of my incident from a state tostate perspective so I'm going to add that state capability or that state activity and all that is is a field within the incident table can give it a display name not required you can also now again scope this down as well maybe I only care about specific State values and right so I can select which state values I want from here I'm not going to do that but you have that capability for any given field as well as be able to group activities um hide the activity of Interest or even be able to include the empty start node as well so I'm going to hit save on this you can have multiple activities definitions so in this case maybe I also want to add assignment group I can do that too so next I'm G to select breakdowns and breakdowns is how we're going to slice and dice our process mind again if you're familiar with performance analytics and dashboarding uh breakdowns should be a common thing you probably been using so in this casee we can add up to 10 breakdowns and I'm going to give it a display name let's just choose one assignment group and we're going to hit save and I can continue to add more of those maybe I care about let's say priority and we're done for breakdowns right and and I'll show you this after we finish it how we can go back and add more as well next thing we're going to do is Select Improvement opportunities now this is where we're going to add our both our rule-based and automated findings now for the different content packs that we include with service now with process mining there are a number itsm HR Ser uh strategic portfolio management uh if you've loaded those content packs you will have some rule-based and automated findings that get added to the library and depending on what process mind project scope is will depend on they get applied so I can add from a library you notice I have a bunch of rule-based ones that I've uh included some are ones I've built some ones are included in the uh in the uh uh the content p I'm going to hit apply now you notice at the top said okay if I added five different rule based findings some are invalid based on the scope of my project great so I've added these like I'm I'm going to do the same thing for automated add from library choose all of them add to project it's smart enough to know to add just the ones that are pertinent to the scope of this project I also wanted to point out on the rule-based ones you can add new ones right from here as well you can build new rule based findings from here and then we're going to hit we're pretty much done at this point we've built our first project using that guided setup next we hit review in mine my project is complete it's going to now ask me hey look all the work we've done this is the scope of the project table name is incident we're looking at State we have assignment group and priority and we've we've applied all these Improvement opportunities and these are the opportunities that are going to get exposed once we mine very quickly right right in the in the first page which is great so I don't have to go and figure out it's going to tell me based on these rules these finding definitions where my inefficiencies are and then we can hit mine project you have two options sample mine and full mine I'm not going to hit that yet uh what I did want to show real quick is the ability of I'm going to hit save and exit I'm going to refresh M created and here's my Academy session let's assume for a moment hey you know I forgot something right I wanted to add or change something I can easily go into my edit mode again go back into my process Lind you notice I have on each scope Improvement I have this ability to edit as well so right from here I can actually go into edit and start making changes for each one of these activities or um these capabilities within the incident I did want to point out too within the uh your scoping here uh we focus on incident you can also add a child density which means other tables we want to mine in addition to incident perhap it's it's request perhaps it's it's it's um a uh a change or problem something that's going to be a child to that incident table so I can show that multi-dimensional view of a process that is more comprehensive more complex perhaps my changes are impacting my incident closure or vice versa I want to expose that so all right so we've let's save an exit I'm going [Music] to go back and I'm going to mine my sample and we're done that was our entire building of uh a project within the guided setup very simple not many steps U I think the best scenario here is that had go in with a perspective and thought process of what should be included in that project in terms of scope right again you can always go back and make changes one of the things I did want to mention is as you make changes to the um to the pro to the project you it will warn you hey you probably will need to mine or remine that project to have those changes take effect I think we're going to go go ahead and open it up to questions I know my my teammate Dan is on as well well do we have any questions out there and I see there's one so I see a question about what version oh it's been answered awesome yeah this is definitely Washington DC um I'm not sure which patch quite honestly uh but it should be one of the latest patches I believe but it you know whether it's uh I'd be surprised if if you're Wonder rning Washington DC if you're seeing a very different view honestly it should be relatively close if you can give us some idea what uh what's really different that would be great and it could be when you say in terms of scoping a little different is it um I'm not sure what component that's that would be different but you know if you can provide some examples that would be awesome I did um mention earlier you know we do still have the the um uh the platform you still there as well right so if I go into my um my project Advanced view is going to take me to that platform view right so that's still there I usually get that question so if you like this version more or this view more it's there for you as well any other questions oh there's another one so I see I didn't see the filter link above activities okay so let's go into Damian so I'll just comment on that one uh yes that's something actually we've improved so Damian is probably on a later p than than you're on in your instance uh in an early iteration of Washington that filter conditions option was tied was actually available by clicking on the table itself um and one of the things that we recognized based on customer feedback is it wasn't obvious that they where they would apply filter conditions so we've broken the filter conditions option out to make it uh more easy and obvious for you to to find it so the person that asked the question I think it's just uh your instance probably hasn't been upgraded to a a later patch of Washington yeah sounds yeah I was going to take a quick look on what uh what patch I'm on but great question great feedback but that's I think it's a good example of kind of I know many of you on this this call here um I've looked at the names you've worked closely with us throughout the process uh you've been involved in some of the research we've done from a uiux perspective on this new guided setup experience it's it's your feedback that really helps us make these adjustments and um as we're finding out here on this call we make them in a pretty rapid fashion when we hear uh he feedback that is something that we can change quickly uh this is a good example of that so I'm just looking quickly what patch I'm on for that person who asked the question this way you can so if you go so there's a question about upgrading do we get updates from the store or as patches and upgrades I think the answer is both Dan right the answer would be both yes um you're going to get a lot of the front end work um the front end stuff will come via the store um and then there's some stuff that happens uh family release upgrades as well behind the scenes on the backend side yeah so so I just took a quick look I'm on patch five but one of the thing that's always good to do is just every now and then go to the the plugin I don't know the if you have administrative rights and you can look at the plugin just see if you you know when you go to the plugin section you can see whether your plugins are on the most current version of process mining yeah yeah easy way easiest way to do that you can see what's installed I just all my these are all the process mining plugins that I have installed including the main core one you can see at the very bottom process mining it'll say up to date if it didn't you have an opportunity to update right from here okay question coming in around is process line mining a separate entitlement or is it part of performance analytics it's definitely not part of performance analytics um there's multiple ways in which you can get entitled to process mining uh it's part of the Enterprise packages there is also a separate entitlement if you're a pro level customer across the different workflows um so it's it's you you depending on um your package you may already have it you may not it's something to just contact your account team um and kind of validate whether you have access to it or not so I see a question about uh Auto retiring under the table selection so what's the role and I think what you're asking here and and please you know let me know if that's what you're asking so what's the purpose of I I presume again as I said earlier it's really about governance right so if you haven't touched a process or what a project or mined it and I believe it's um I forgot how long it was D do you remember is it a month or two uh it's a configurable property um in terms of the the retirement I think it's 90 days is the default value um if you wanted to Daman if you go to the the the leftand your leftand nav and go to process the process mining application we could look and see what but I just want to show so you see last this this L SLA breach out assignment group project here it was mine three months ago it's now status is retired so I think it's three months is the number um the the default one so you know if I haven't touched so it tells you that okay well maybe we need to as a as a from a governance perspective this is not relevant to my uh my work now and we can either delete it you know it's not needed again this over time you can see how we're not using these we can get you can have a lot of these right so we want to be able to get rid of the ones we don't need anymore maybe we've created a new version of this right uh you do have the ability of cloning these or copying these right and be able to make adjustments so you can May non non destructive versions of uh of these if you'd like but yeah you have that ability to um to manage it that way all right there's a question here about out of the box projects which can mine the event flow um so now I'll just kind of there are out of thebox projects for things like incident problem change um request they come as part of the content packs I don't know if you noticed when Damen went to the plug-in page uh there was different content packs for the different workflows um your specific scenario around events to alerts to incidents there is not an out-of-the-box project for that scenario uh but as you just saw Damian go through very straightforward to create projects um here uh we actually was just I was just working with a customer yesterday in which they were looking at um major incidents that were generated via alerts um and the process of of handling those so it's um that your specific scenario you would probably do what Damian just did here to create your projects and narrow it down but there are out of thebox uh content for you in terms of your your you have another question here is there any guidance uh videos available there is tons and tons of videos available uh for you Daman is going to put up a screen at the a slide at the end that talks about some of the content that's available out there but this happens to be the 28th process mining Academy um all of these all prior 27 Academy sessions have been recorded and are posted on the community site there is also the process mining use case series uh which is 10 short five minute little videos about some very common types of analysis that people use process mining for so things like multi analyzing multihop scenarios or things like analyzing uh work that takes longer to Route than resolve or idle time or SLA breach analysis so there's there's a bunch of other um content and videos above and beyond today's session and Daman like I said he's going to go through some of that there so that's that question um and question so hopefully we answer that one for you a question about uh can we just delete obsolete projects of course you can um one of the reasons that autore retire feature is there is there are as people start to scale process mining out inside of their organizations and you start to get multiple um stakeholders involved um there there are options to create projects in a more ad hoc fashion from other parts of the solution so you could be on a performance analytics indicator drill down into it and a single click create an ad hoc project to mind just the data behind that indicator for a specific month of closed incid ents um and it's a very um like I said ad hoc way of doing process mining those ad hoc projects that you're creating they don't often need to live forever and sometimes the person who created that ad hoc project for that onetime analysis doesn't remember to go back and clean them up um so that's we we saw that happening in some of our customers uh where they had a lot of ad hoc projects being created so we created this Auto retire capability to help better govern and manage those scenarios but you certainly can go and delete the projects on your own um if you have the right roles to do that question here so um yeah this is one of our our favorite questions and unfortunately we don't have the best answer for you so for those that are brand new to this can it can can we use process mining in our uh PDI uh P personal developer instances and unfortunately process well fortunately and unfortunately the fortunate part is that process mining uses the machine learning infrastructure to do the heavy duty number crunching to minimize and eliminate any sort of performance impact on your instance uh that's that's the good news for um you know when you roll this out into your production environments in real life but pdis or personal developer instances are not connected to that machine learning infrastructure so process monting is not something that you can play around with there but you do have the ability to play around with it in your sub production environment um you can mine up to 3600 records in your sub production environment I would say for somebody who's interested in doing that just be sure that when you clone down to your sub production environment you include the audit log records because that's what we're using here um to do the process mining piece so that's that's the best way to try it out on your own um but as Damian's got up on the screen here there are a lot of other resources out there um that'll help you get educated about what process mining is uh one great place to start that actually we don't have on on the screen here um is there if you go to the community and you search guide to getting started with service naap process mining there's an article that um lines up kind of all of you know if we were building out a curriculum of how you should get started and walk through this different content that's a great um article to help give you kind of the order in which we recommend you get started learning about process mining so I see a question that does anything change if a project on a dashboard uh gets retired so I think it just uh probably there' be some clarifying questions that we want to ask here but I I love the question because um and I'll just I'll take a step back uh one of the things and if you go back and you watch other Academy sessions one of the the advantages to using an in platform process mining solution is the ability to embed process mining insights and visualizations and output as part of operational dashboards that people would be using um so you have the ability to take a process map that's generated by a project and embed it in a stakeholder dashboard inside of your environment which is fantastic I love this question because that's exactly what we wanted to be doing to start to expose process mining to more people um the the question about would it be impacted if the project got retired uh the answer is I need to validate and check because I'm not 100% sure um what the I my I'm going to put it out there that I I think the best practice would be if you're embedding a project inside of a process mining dashboard that is a conscious effort that you're making for that specific project you would then use the che uncheck the retire button on that project so if you from a a design perspective if you're adding a process mining project to a dashboard you should uh validate that it does not have the retire option checked on it yeah I think the other other uh option two is tying a a in a dashboard a kpi that links to a project as well right where you know then that's something you can do so if I have a dashboard for instant let's say and I'm going to tie the mttr uh Trend to a I can tie it directly to an incident process M now again to Dan's point if it retires or you delete it that's not going to work anymore right so be thoughtful uh in terms of what how things are being linked and uh and used going forward you can always relink that you know that kpi to a new process mind right that may perhaps you've created um in the future I don't see any new questions um all right so thanks for all the great questions fantastic um I did want to point out as Dan said a number of different great resources you have uh if you haven't taken and want to learn more about the certification for process mining uh there's some on- demand training there's a process mining Essentials uh we do have uh as Dan mentioned a comprehensive amount of information and the process mining Academy tons of different sessions over the past couple of years we add these every month uh and those are generally you know a little longer like this um but we also have the use case series which are much shorter Snippets of capabilities of uh just kind of go through how to get something done as well as the our monthly office hours which we'll have next Friday as well uh again very open-ended not specific topic really there to hey I'm working on these two or three things I'm having I'm struggling with X Let's Help help solve those problems or answer those questions uh we also have the community Forum another place ask you know answer questions or ask questions where Dan myself and Ros and other folks within the prestes mining team can help answer those questions uh in a timely manner and we do have a a white paper uh that is uh how we are using process mining within service now right so you know we we always use our own products and process mining is is not is certainly another one of them and we use this to help get and improve internally uh so lots of different resources we look to add these all the time and um you know I highly recommend at least subscribing to the community forum and again we we also if you're part of the the local service now user groups uh we also attend those on occasion and present uh or uh in Regional events as well so with that said if there any more questions I'm going to say thank you everyone for attending and look forward to seeing everyone on the next session thanks everyone have a great weekend and great rest of your day