This is a quick demonstration of ServiceNow's Process Mining solution applied to a Customer Service Management use case.  

When we design a workflow we design for both completeness and efficiency to ensure that everyone involved has an optimal experience.  As part of the design of a workflow we will likely build in the ability to reassign work to the appropriate team to ensure that the task gets completed successfully.  

Even if reassignments are part of the design of the process they are time consuming and impact overall productivity.   Anything we can do to reduce the number of reassignments or how efficiently they are handled is a plus.

Like with most things, the first step in making improvements is understanding what is happening. 

Many of us have been asked in the past to answer the question of “Who’s holding on to the cases the longest?” (what I like to call the finger pointing report, or if you are a glass half full person the opportunity to improve report)

Or “Where are my cases Ping-Ponging back and forth between teams?”

Process Mining can be used to help us get a better understanding on how often certain reassignments are happening, which hand-offs are taking longer than others, and where do we have these dreaded “Ping Pong” situations.