---
sourceDocument: Xanadu Platform Analytics
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/now-intelligence

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# Configure ITSM insights

# Configure insights for ITSM work items in the Process Mining
dashboard {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and Insights page.

## Before you begin

Important:  
This feature is available with the ServiceNow Store Process Mining ITSM content pack v1.2. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).

Role required: sn_process_optimization_power_user

## About this task

## Procedure

1. Navigate to AllProcess MiningProcess Configurations.
2. [Configure the desired
   finding definitions](https://servicenow-prod.fluidtopics.net/25ORFp8Mn_OS5L7hqjTkWA#view-business-findings "View key information about your business process from the Summary and Insights page. See goals and performance indicators, and get insights on the improvement opportunities.").  
   The insights filters listed in the table below are available by default.{#configure-insights-itsm-po__table_jc3_pzy_2qb__entry__2}

   | Work item | Insights filters |
   |-|-|
   | Incident | * Multihop issue * Solution rejection issue * Misuse of On Hold state * SLA missed issues {#configure-insights-itsm-po__ul_kc3_pzy_2qb} |
   | Problem | * Problem was canceled * Problem risk was accepted * Resolved problem was re-analyzed * Problem fix not completed * Problem reopened {#configure-insights-itsm-po__ul_lc3_pzy_2qb} |
   | Change requests | * Model is changed in the process * Pre-approved change requests * Failed change requests {#configure-insights-itsm-po__ul_mc3_pzy_2qb} |
   | Requested items | * RITM state is closed incomplete or closed skipped * Multihop: RITM going through two or more reassignment {#configure-insights-itsm-po__ul_nc3_pzy_2qb} |
   [Table 1. Insights filters for ITSM work items]

   {#configure-insights-itsm-po__table_jc3_pzy_2qb}

   When the finding rules are updated, you can view that in the Insights
   section in the dashboard.
3. On the Summary and Insights page, for the selected insight:  
   * To perform process analysis, select Process Analysis. You can view the Process Mining map with the applied filters.
   * To perform cluster analysis, select Cluster Analysis. Select View cluster to view the results. For more information, see [View a cluster analysis](https://servicenow-prod.fluidtopics.net/8gHVkcwOhvyVIR_di1q39g "When identifying an activity, connection, improvement opportunity, or route as a potential bottleneck, view clusters of keyword descriptions and assignment groups to gain insights.").
   {#configure-insights-itsm-po__ul_rn5_rcz_2qb}

*[\>]: and then