HR Service Delivery Process Mining

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of HR Service Delivery Process Mining

    Integrating the Process Mining application with the HR Service Delivery (HRSD) application enables ServiceNow customers to analyze and optimize HR service processes. This integration leverages Process Mining capabilities to map, visualize, and improve HR service workflows by identifying bottlenecks, inefficiencies, and automation opportunities linked to HR service cases and Lifecycle Events (if installed).

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    Process Mining for HR Service Delivery provides a best practice content pack with preconfigured models that help analysts and process owners understand process effectiveness, monitor KPIs, and drive continuous performance improvements.

    Key Features

    • Process Visualization: Maps HR processes across systems and functions based on data analysis, enabling a comprehensive view of workflows.
    • Process Streamlining: Identifies bottlenecks, siloes, redundancies, and inefficiencies to optimize service delivery.
    • Automation Identification: Detects frequent and repetitive tasks suitable for automation, helping reduce manual effort.
    • Performance Improvement: Links process maps with KPIs for root cause analysis and identification of performance drivers.
    • Multi-dimensional Mining: Provides detailed process maps for standard HR services and Lifecycle Events, enabling drill-down into bottlenecks and fulfillment issues.
    • Automated Notifications: Alerts process owners to common issues such as channel degradation, SLA trends, and process deviations.
    • AI-based Root Cause Analysis: Quickly uncovers key drivers behind process problems using artificial intelligence.
    • Role-Based Access: Uses specific Process Mining and HRSD roles for secure access to analysis tools via the Analyst Workbench.

    Configuration and Usage

    The HRSD Process Mining content pack includes a prebuilt optimization project with default process and activity definitions for HR service cases and Lifecycle Events (if applicable). Customers can use or customize these definitions to suit their specific processes. Breakdown definitions allow filtering and analysis based on categories like channels, products, assignment groups, and locations.

    Integration with Other ServiceNow Applications

    • Continual Improvement Management (CIM): Enables tracking of improvement initiatives linked automatically to process optimization models.
    • Performance Analytics (PA): Allows launching Process Mining analyses directly from PA indicators related to HR service cases using available template configurations.

    What to Expect

    By enabling Process Mining for HR Service Delivery, you gain end-to-end visibility into HR service processes, automated insights into problem areas, and tools to enhance efficiency and compliance. This integration supports data-driven decisions to improve HR service delivery outcomes, reduce case resolution times, and drive ongoing process improvements within your ServiceNow environment.

    Integrating the Process Mining application with the HR Service Delivery application enables you to analyze processes relevant to your KPIs, and identify bottlenecks associated with HR service cases and, if installed, Lifecycle Events cases.

    Process Mining for HR Service Delivery feature overview

    Process Mining for HR Service Delivery enables companies to analyze and improve service delivery processes. It leverages Process Mining capabilities in the ServiceNow platform and offers a best practice content pack for HR Service Delivery.

    The HRSD Process Mining content pack contains preconfigured process mining models that help analysts and process owners understand the effectiveness of their processes, including opportunities for continued performance improvement.

    Use Process Mining to discover, streamline, visualize, analyze, monitor, and more.
    • Visualize your processes: Map processes across system and functional boundaries based on data analysis.​
    • Streamline your processes: Identify bottlenecks, siloes, redundancies, and other inefficiency drivers.
    • Automate your processes: Identify frequent, consistent, and repeated tasks that are suitable for automation.
    • Improve your processes: Link process maps to KPIs to perform root cause analysis and identify drivers of performance.

    For complete information about the Process Mining application and how it relates to and integrates with HR Service Delivery, see Process Mining.

    To enable the Process Mining content pack for HR Service Delivery, see Activate Process Mining content packs.

    HR Service Delivery Process Mining configuration model

    HR Service Delivery Process Mining configuration model includes process definitions for standard HR services, as well as a process map that uses multi-dimensional mining for Lifecycle Events if this application is installed.

    Process maps and transitions look across your portfolio of HR services to find and visualize problem areas, opportunities for enhancements, and process compliance​.

    Table 1. Process definitions and multi-dimensional mining
    All standard HR services Lifecycle Events (if installed)
    Looks across HRSD to find deviations and problem areas. Provides a Lifecycle Event process map using multi-dimensional intelligent mining.
    Provides a single HR service view, enabling you to drill down to find bottlenecks and other fulfillment issues. Access automated end-to-end process visibility on multi-relational processes and tables​.
    Automatically notifies process owners when common issues are detected using process configurations, such as channel performance degradation, KPI obtainment trends (for example, SLA), or too much variation between what is expected versus what is actual. Quickly find key drivers behind process problems using an AI-based root cause analyzer.

    End user and roles

    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 HR service cases. For more information, see Overview of the Analyst Workbench.

    The following combinations of roles are required for using the Process Mining application with HR Service Delivery.

    Table 2. Combinations of roles
    Process Mining role HR Service Delivery role
    sn_process_optimization_admin sn_hr_core.admin
    sn_process_optimization_power_user sn_hr_core.case_writer
    sn_process_optimization_analyst sn_hr_core.basic

    Optimization project for HR service cases

    The HRSD Process Mining content pack (com.sn_hr_process_mining) adds a prebuilt project that includes predefined HR service cases and, if installed, Lifecycle Events cases process model definitions. By default, the project filters cases for the last two quarters. You can also configure a new process project based on the prebuilt project. For more information, see Using Process Mining.

    The process model definitions include default activity definitions and breakdown definitions for cases that you can use as they are or modify for a custom configuration.
    • Use activity definitions to understand state transitions such as cases transitioning from the work in progress state to the solution proposed state and analyze the linked processes such as Problem (PRB) records.
      Note:
      The content pack activity definitions can be set to either ALL or INCLUDE based on whether the field values are populated or not in the field_values_selection_type column in the promin_activity_def table, so that the correct number of activities are available by default for each project.
    • Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the HR service case data by different channels, products, assignment groups, and locations.

    Continual Improvement Management initiative for HR cases

    If the Continual Improvement Management (CIM) application is enabled, you can also use the CIM project from the Analyst Workbench to track the progress of improvement initiatives for HR cases. The improvement initiative and process optimization model are automatically linked. For more information, see Integration with Continual Improvement Management.

    Performance Analytics for HR cases

    If the Performance Analytics (PA) application is enabled, you can also use the available template configurations to open the Process Mining application from a PA indicator based on the HR service case data. For more information, see Integration with Performance Analytics (PA).