Key features of Process Mining

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Key features of Process Mining

    Process Mining in ServiceNow Yokohama release provides customers with a comprehensive suite of tools to discover, analyze, and optimize business processes. It enables automated process discovery, detailed performance analysis, and collaborative improvement initiatives to enhance operational efficiency.

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    Key Features

    • Automated process discovery: Define projects by selecting process tables and configuring activity definitions and breakdowns to filter and gain insights into volume, velocity, and conformance of business steps.
    • Summary and Insights page: Quickly view key performance indicators, improvement opportunities, and an overview of process performance in a consolidated dashboard.
    • Analyst Workbench: Visualize workflows with interactive process maps, filters, and prebuilt metrics. It features process variation, bottleneck analysis, removal of duplicate audits and self-loops, along with machine learning and rule-based insights.
    • Easy collaboration and sharing: Share projects with stakeholders and collaborate using notes and screenshots directly within Process Mining projects.
    • Integrated continual optimization: Create and track statuses of improvement initiatives, seamlessly integrating with Continual Improvement Management.
    • Integration with Performance Analytics and Benchmarks: Leverage Performance Analytics for root cause analysis of low-performing indicators, enhancing data-driven insights.
    • Predefined content packs: Utilize best practice ITSM Process Mining projects and improvement initiatives for faster implementation and time to value.
    • Compare processes: Investigate performance differences or deviations by comparing multiple projects to identify opportunities for optimization.
    • Multi-dimensional processes: Perform multi-table mining to analyze hierarchies and dependencies across related process tables for deeper insights.
    • Bottleneck analysis: Identify and analyze activity transitions that cause delays or inefficiencies within processes.
    • ML-based clustering: Group similar records using machine learning to detect patterns and cluster process variants.
    • Quick analysis from any list or report: Instantly analyze processes behind performance indicators or record lists, such as service level agreements or customer satisfaction scores.

    What This Enables for ServiceNow Customers

    Customers can efficiently discover and analyze their business processes without manual mapping, detect bottlenecks and deviations, and prioritize improvements based on data-driven insights. The integration with collaboration tools and continual improvement workflows ensures sustained optimization. Additionally, leveraging predefined content and Performance Analytics integration accelerates deployment and enhances root cause analysis, enabling faster, measurable business impact.

    Some key features of Process Mining are listed in this topic.

    Automated process discovery

    Define a project by selecting a process table, and the activities and breakdowns that you want to mine. You can choose to edit a project in the Project Builder too.

    Configure at least one activity definition for your business process. An activity defines the different steps that can occur as part of your business process.

    You must configure a breakdown that acts as a filter and provides insights into the categorical volume, velocity, and conformance.

    Summary and Insights page
    Quickly understand process performance. From the Summary and Insights page, view key performance indicators, improvement opportunities overview, and list of improvement opportunities. For more information, see Summary and Insights page.
    Analyst Workbench

    Analyze business workflows visually with the interactive process map, explorative filter panel, and prebuilt performance metrics. You can see process variation, breakdowns, bottleneck analysis, and ML and smart rule-based insights. Also, all duplicate audits are removed, and that removes all self-loops in the graph. For more information, see Analyst Workbench.

    Easy collaboration and sharing

    Share projects with stakeholders and collaborate with notes and screenshots within a project. For more information on sharing projects, see Share a Process Mining project. For more information on creating notes, see Adding notes to a project.

    Integrated continual optimization

    Create and view statuses of improvement initiatives. For more information, see Integration with Continual Improvement Management.

    Integration with Performance Analytics and Benchmarks
    Compare processes

    Compare processes to investigate performance differences or deviations. For more information, see Comparing projects.

    Multi-dimensional processes

    Multi-dimensional processes refer to mining a hierarchy of tables. It’s a multi-table mining. It’s used for a more comprehensive view into process dependencies. For more information, Configure multi-dimensional mining.

    Bottleneck analysis
    View activity transitions you’ve defined with the bottleneck analysis feature. For more information, see Viewing business insights.
    Analyze processes using ML-based clustering
    Group similar records into machine learning pattern-identified clusters. For more information, see Cluster analysis.
    Quickly analyze the processes behind performance indicators and record lists
    Easy-to-see process behind scenarios such as bad service level agreements or CSAT scores. Run the analysis from any platform list or report.