Process Mining for Field Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Process Mining for Field Service Management

    Integrating the Process Mining application with the Field Service Management (FSM) application allows ServiceNow customers to analyze key processes related to work order tasks. This integration helps identify bottlenecks and inefficiencies by creating visual business process flows from work order task audit trails. As a result, process owners can gain actionable insights to improve operational performance and business outcomes.

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    Key Features

    • Process Mining Content Pack for FSM: Activated via the com.snc.fsmprocessoptimization plugin, this pack provides a pre-built optimization project focusing on work order tasks within FSM.
    • Predefined Work Order Tasks Project: Includes a process model definition and default activity and breakdown definitions to analyze task state transitions and filter data by categories such as agents, assignment groups, and locations. This project filters data for the last two quarters by default, but customers can customize it.
    • Roles Required: To use the Process Mining Content Pack for FSM and access the Analyst Workbench visualization and analysis tools, users need specific roles including snprocessoptimizationviewer, snprocessoptimizationadmin, snprocessoptimizationanalyst, or snprocessoptimizationpoweruser.
    • Integration with Continual Improvement Management (CIM): If CIM is enabled, customers can track and manage improvement initiatives directly linked to the Process Mining models via the Analyst Workbench, supporting ongoing process enhancements.
    • Integration with Performance Analytics (PA): When PA is enabled, ServiceNow customers can launch the Process Mining application from PA indicators related to work order task data, enabling seamless analysis tied to performance metrics.

    What Customers Can Expect

    By implementing Process Mining for FSM, customers will be able to:

    • Visualize and analyze work order task workflows to identify process bottlenecks and inefficiencies.
    • Customize activity and breakdown definitions to tailor analysis to organizational needs.
    • Leverage integrated tools like CIM and PA to connect process mining insights with continuous improvement initiatives and performance measurement.
    • Empower analysts and process owners with roles to efficiently explore and optimize field service processes.

    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.

    Use Process Mining Content Pack for FSM (com.snc.fsm_process_optimization) plugin to activate Process Mining Content Pack for FSM. For more information, see Additional plugins for Field Service Management.

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

    The following roles are required for using the Process Mining Content Pack for FSM.
    • sn_process_optimization_viewer
    • sn_process_optimization_admin
    • sn_process_optimization_analyst
    • sn_process_optimization_power_user

    Optimization project for work order tasks

    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.
    • Use activity definitions to understand state transitions such as tasks transitioning from the work in progress state to the solution proposed state.
    • Use breakdown definitions to filter records and analyze a process map by categories. For example, you can filter the work order tasks data by agents, assignment groups, and locations.

    Continual Improvement Management initiative for work order tasks

    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 work order tasks. The improvement initiative and Process Mining model are automatically linked. For more information, see Integration with Continual Improvement Management.

    Performance Analytics for work order tasks

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