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IntegrityBit: Process Mining – Customer Service Management

Process Mining | Customer Service Management
By: Michael B. 
What is Process Mining? 

Process Mining is a Workspace that can work alongside Customer Service Management which allows the user to create automated business process flows from their cases. By building these process flows, a visual representation is provided displaying how efficient their current processes are, supplying easy identification of process bottlenecks. Process Mining addresses core improvement questions like “Where is the business spending or wasting the most time on?” or “What’s the estimated cost and potential savings for each activity within a process?” to display to analysts, managers, and developers the best strategy to improve optimization.

What is the benefit of using Process Mining?

The current manual method of process mining involves different teams looking at reports, holding process mapping workshops, and bringing in consultants. This method is both lengthy and expensive, which can take up to 12 weeks and $100,000 to ensure proper optimization of processes. However, Process Mining in the Now Platform creates these business process flows from the data in audit trails, with extensive performance monitoring, performance analysis, conformance checking, and proactive continual improvement while also providing functionality for users to collaborate on these different areas at the same time. Specifically, Process Mining helps make visible the “end to end process” that is typically hidden when done manually and between teams by providing an easy-to-use workspace that is incredibly transparent with real-time data.

What are the different features in Process Mining Workspace?

The Process Mining Workspace has a variety of different features to help streamline the Optimization process for companies. These features include:

  • Automated process discovery: The Process Mining Workspace leads users to a tab with pre-defined process projects/models. If no process model meets your requirements, a project can then be defined from selecting process tables when clicking the “Create New Project” button in the top right of the workspace. Any activities and breakdowns associated with the table can be explored further in depth from this record, new or already existing.
  • Summary and Insights dashboard: Provides visualization for key performance indicators to understand overall process performance, such as process variation, bottleneck analysis, and machine learning and smart rule-based insights.
  • Analyst Workbench: The primary area where analysts will be working from, supplying the analysts with the interactive process map with performance metrics that can be filtered on for more in-depth results about underlying processes.
  • Analysis and Process Comparison: The Process Mining Workspace provides in depth analysis for any bottleneck activity transitions that were defined, comparison of multiple processes in a side-by-side format, and multi-dimensional processes to illustrate dependencies built within process models.
  • Performance Analytics: Performance Analytics can be integrated into the Workspace, granting root cause analysis for low-performing indicators on processes.
  • Machine Learning clustering: Similar records within a process model can be grouped together using clustering machine learning algorithms, creating easy to read attributes.
Where can these features be accessed?

Process Mining must be set up by an admin on your company’s instance prior to accessing all these features (cannot be set up on-premise instances). To set up Process Mining:

  • Activate the Process Mining (com.sn_po) plugin (from ServiceNow Store).
  • Install the ITSM Process Mining content pack (includes pre-defined process models).
  • Activate the Process Mining Content Pack for CSM (includes another set of pre-defined process models).
  • Install FSO or HRSD Process Mining Packs if those are needed (not part of CSM).
  • Assign roles to enable users to create projects from the application navigator, and view or manage projects from the Analyst Workbench.
  • If needed, domain separation can also be applied for Process Mining.

Once all these steps are configured, your agents can go ahead and access Process Mining Workspace via the Workspaces tab on the top of the Unified Navigation page.

How is Customer Service Management applied to the Process Mining Workspace?

Customer Service Management can be accessed from the Process Mining Workspace after installation of all required plugins, being automatically configured once all these plugins are finished installing. Accessing the Customer Service Cases Process Project from the Process Mining Workspace allows for further configuration to meet the company’s requirements if needed. The record also provides a direct link to the Analyst Workbench to view the metrics of all Customer Service Cases provided on the instance, with the ability to apply different primary and secondary metrics, as well as refining the process map to view the full list of metrics provided for Customer Service Cases.

Sources from ServiceNow Documentation:

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