what is process mining process mining helps streamline the process of improving business process flows by highlighting hidden inefficiencies instead of blindly trying to automate and improve your workflows service now's in platform process mining solution allows an organization to understand how processes interact with each other identifies bottlenecks and helps you make smart decisions about how to improve them this quick demonstration will introduce you to how we do that many organizations run their businesses with dashboards just like this one tracking critical kpis and how they are trending towards the goals we've set but when kpis start to Trend in the wrong direction understanding why and how to improve isn't always easy and obvious that is where process mining comes in for example if we see our C our case closure times are trending in the wrong direction in a single click we can drill down into the process mining workspace to get a better understanding of some of the inefficiencies and more importantly the opportunities to improve in the process mining workspace we immediately presented with both Aid driven and rule-based Improvement opportunities categorized by the type of opportunity and the kpi as they impact for example the engine will call out situations where work is repeating steps in the process ping ponging between teams or perhaps going through slow transitions or transfers all things that will be slowing us down or this example here we have a significant number of cases where the assignment group has been changed more than once these multihop situations are adding 13 years of additional time or closure time to these cases we have to be able to reclaim just one or two% of that time that would be a huge win for us from an organizational perspective so now that we understand the opportunity and its magnitude let's dive deeper to see if there's some ways to reclaim that time we can drill into the analyst work mention to continue the conversation with the data with the interactive process map we have the ability to start focusing in on how work is moving from Team to team from Priority to priority or state to state for this assignment group analysis since we're looking at multihop we might want to just focus in on how things are moving from assignment group to assignment group so we can isolate just that part of the map and zoom in a little bit more here then we can start using the breakdowns on the Le hand side of the screen to start to look at these in uh cases that are bouncing from Team to Team by product by Channel by state by category by assignment group let's focus in on the intake channel to see if there's any patterns here that might be help us with our investigation it looks like the majority of these cases that are taking multiple hops to get the closure are coming in V email so let's focus in on those now that we've isolated those we can continue to dig into the data we could use the map to focus in on some inefficient transfers about maybe these 30 that are going from service desk level one to salana product support totaling two months of time for those 30s to make those 30 cases to make that transition or maybe we want to focus in on these 72 that are going from service desk level one to CX support Americas averaging two days to make that trip or a grand total of 6 months worth of inefficiency we could use the map to dig it into these but we also have this variation analysis capability that allows us to look at all of the different routes that work this work is taking to get to closure and I can scroll through these here and I can find these 17 these 17 cases that are going from CX support Americas to salana tech support back to CX support Americas and on average they're taking one month and one Meek week to make that Journey so maybe we want to focus in on those and get an understanding of who's actually holding on to the work the longest in that scenario and we can see here now that the work comes in it goes to CX support Americas on average they're taking two days to transfer to salon tech support then they're taking an average of one month to get it back to CX support Americas before they close those cases out I now know who's holding on to the work the longest I also have this Advantage being an in-platform process mining solution to get down to the detailed records themselves to really dig into the actionable information to understand what we might be able to do to to fix this inefficiency or these work this work that these cases that are being transferred from Team to team and I can see here that the majority of these are just people trying to update their email address or reset their passwords those are definitely things that we should have self-service option fors and certainly we shouldn't have people sending emails in about them maybe we just need to Market those self-service options if we already had them so now that we've identified these this Improvement opportun what do we do next well we need to close the loop we need to make sure that it gets captured tracked and followed up on and for that we have applications on the service now platform like continual Improvement management and automation Center that are designed specifically for this purpose to link this Improvement opportunity to an improvement initiative that we already have in place or perhaps create a new one just to make sure that the follow-up work gets done process mining is fantastic at helping us identify opportunities but we really recognize the value when we start acting the opportunities that have been presented for us to us now this is just one example of how you can use service now as process mining to identify process Improvement opportunities you know you have your own opportunities to to do better let's start using process mining to find those