Process Mining release notes
The ServiceNow® Process Mining application enables analysts and process owners to view their business processes, analyze them, and make decisions that improve their processes. Process Mining was enhanced and updated in the Zurich release.
Process Mining highlights for the Zurich release
- Generate highlights of the improvement opportunities in the Opportunity details page.
- Identify inefficiencies by focusing on the delays in task assignment by using idle time analysis.
- Analyze the workload of transitions and cases by using touchpoint analysis.
- Enhance data security by marking projects as restricted.
- Process Mining is integrated with ServiceNow playbook.
See Process Mining for more information.
New in the Zurich release
- Opportunity details page
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Generate highlights to surface key drivers behind process patterns that accelerate decision-making and prioritization of process changes on the Opportunity details page. This page provides the detailed context of every improvement opportunity. It uses Now Assist to help generate highlights.
- Idle time analysis
- Analyze where cases are waiting to be assigned to agents by tracking and analyzing the time during which the case is assigned to a team but not yet to an agent. Idle time analysis helps identify inefficiencies, such as delays in task assignment or workflow bottlenecks, and helps improve coordination and reduce waiting time within processes. Idle time analysis must be configured in the process configuration.
- Touchpoint analysis
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Identify where and how human involvement occurs in a process by using touchpoint analysis. Analyzing the fields that involves human involvement helps you improve your processes, enhancing performance and reducing operational costs. Touchpoint analysis enables you to analyze the workload of transitions and cases. Touchpoint analysis must be configured in the process configuration.
- Enhanced data security
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Mark a project as restricted to help protect sensitive data and avoid security breaches. Restricted project data is available only to the owner and the users with whom the project is shared.
- Share a Process Mining project
- Share projects through a link that remains unchanged even when the project is updated and remined.
- Creation of automation requests and CIMs simplified
- When creating an automation or Continual Improvement Management (CIM) request from Process Mining, mandatory fields are pre-populated, reducing friction and accelerating time-to-action.
- Process Mining integrated with ServiceNow playbook
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Process Mining has been integrated with ServiceNow playbook. After analyzing and identifying a process for improvement, export the process to playbook and add subflows or triggers to analyze and refine the flow.
Use the Playbooks icon on the Process Mining Analyst Workbench to export up to 5 routes of a project to ServiceNow playbook. This feature is enabled by Now Assist.
Activation information
Process Mining is available by default. For details, see Activating Process Mining.