---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Process Optimization

# Process Mining for Field Service Management {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Integrating the Process Mining application with the Field Service Management application enables you to analyze processes relevant to your
KPIs, and identify bottlenecks associated with work order tasks.

Process Mining for FSM creates business process flows from the work order task data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.

## End user and roles {#process-opt-fsm__section_j5p_qm3_2nb}

If you have the required roles, you can use Analyst Workbench to access the visualized
process workflow data, and tools for analyzing the data related to customer service cases.
For more information, see [Overview of the Analyst
Workbench](https://www.servicenow.com/docs/access?context=analyst-workbench-overview&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).

## Optimization project for work order tasks {#process-opt-fsm__section_kg1_y1r_fnb}

The Process Mining Content Pack for FSM adds a pre-built project that includes a predefined Work order tasks process model definition for work orders. By default, the Work order tasks project
filters work order tasks for the last two quarters. You can also configure a new process project based on the pre-built
project.

The Work order tasks process model definition includes default activity definitions and breakdown definitions for work order tasks that you can use as they are or modify them for a custom
configuration.

## Continual Improvement Management initiative for work order tasks {#process-opt-fsm__section_g2y_rbr_fnb}

You can use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for work order tasks. The Field Service Platform Analytics dashboard displays the daily and weekly progress of work orders
and work order tasks for your assignment groups. The improvement initiative and Process Mining model are automatically linked. For more information, see [Integration with Continual Improvement Management](https://www.servicenow.com/docs/access?context=integrate-with-continuous-i&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).

## Performance Analytics for work order tasks {#process-opt-fsm__section_dgr_syk_3nb}

Enables you to monitor work order task indicators, such as the number of agents working on the task, number of hours spent, actual time taken to resolve the task, and difference in hours between the planned duration and actual
time taken to complete the task. For more information, see [Integration with Performance Analytics (PA)](https://www.servicenow.com/docs/access?context=integrate-pa&version=australia&pubname=australia-now-intelligence&ft:locale=en-US).
**Zugehörige Informationen**   

* [Content pack for Field Service Management](https://www.servicenow.com/docs/access?context=example-po-fsm&version=australia&pubname=australia-now-intelligence&ft:locale=en-US)