ITSM Process OptimizationSummarySet up Process Optimization An admin can set up Process Optimization so analysts and managers can access the Analyst Workbench, and create and manage projects. To set up Process Optimization: Activate the Process Optimization (com.sn_process_optimization) plugin.Load the ITSM Process Optimization content pack.Activate the Process Optimization Content Pack for CSM. Note: This step is applicable when integrating Process Optimization with the Customer Service Management application. Install the FSO Process Optimization Content Pack. Note: This step is applicable when integrating Process Optimization with the Financial Services Operations applications. Assign roles to enable users to create projects from the application navigator, and view or manage projects from the Analyst Workbench. How ServiceNow Process Optimization works in Paris? Process mining extracts info from event logs in order to discover, monitor, and improve processes. The Process for Optimizing a Process Improved Scalability Central compute capability to ML trainer Perform advanced Process Optimization calculations using outside-instance resources. Perform more complex calculations with machine learning and AI. How Does This Feature Work? •In Paris, all process mining is done on the glide nodes •In Quebec we moved the initial mining operation to CCS. This is the default setting in Quebec. •Property to disable mining on CCS “promin.perf.mine_on_ccs=False” •On-the-fly mining is still done on the glide node in Quebec Feature#2: Process Model Comparison How Does This Feature Work? Comparison mode allows users to select two sets of filtered dataset and compare their metrics side-by-side. For example, I would like to compare between the average duration between two locations. When comparing, you can set different filters, choose routes to view, and see their records separately. Capabilities The combined statistics table shows the number of records and routes, and average case duration statistics for each model, as well as the differential statistics between them. ExamplesI want to compare two global regions to have more incidents filed and handled. I want to compare two channels to see which channel is more effective in closing cases by using the time to close. Compare two process models side-by-side Feature#3: Linked Process Analysis Linked Processes Capabilities Sometimes a single process does not tell the complete picture. Related processes (and sub-processes) can also impact the efficiency of a parent process. Example How is our ability to uncover a root cause impacting our resolution time when a critical outage occurs? See how processes connect by viewing related processes in a single model How Does This Feature Work? Sometimes a single process doesn't show the full picture of what might be impacting your business. Seeing a related process, or subprocess, connected to it can help users better analyse its efficiency. Users need to create a linked process template to configure connecting processes. During project configuration, users need to check the 'Link Process' box and hit 'Generate Model'. Access a linked process by clicking a node from the process map which features a link icon. How to configure •Create Linked Process Template for the related process table and add node/breakdown definitions •Check “Link Process” checkbox on Node Definition and related process will be extracted for reference table Feature#4: Process Transition and Insights Capabilities Pinpoints and accelerates bottleneck analysis. View the Transitions box to see the top five transitions for node definitions for the specified metric (e.g., Unique occurrence, highest average duration, Most repetitions). Apply a transition filter directly by clicking on one of the top transition. Guide Analyst to "interesting" parts of the graph. Quick Insights Quick start to analyzing bottlenecks in processes and process transitions Feature#5: Collaboration Improvement Collaboration Integration Bring action to Process Models by collaborating with stakeholders Capabilities Collaborate with colleagues within the context of a process model. Invite others to participate in the collaboration and share notes, updates, screenshots, and more. Streamline process improvement by eliminating costly emails, spreadsheets, and phone calls. Open CIM initiatives or surface RPA automation candidates from a discussion. Feature#6: Integration with CSM CSM Content Pack Best Practice Content Packs Capabilities The Process Optimization Content Pack for CSM adds a pre-built project that includes a predefined Customer Service Cases process model definition for customer service cases.It includes default node definitions and breakdown definitions for customer service cases that you can use as they are or modify them for a custom configuration. Ability to copy the model definition 1. Open the mode 2. Copy Process Model solution option under related list. Feature#7: Integration with Performance Analytics enhancements Support for PA Formula Indicators You can choose contributing indicator from formula indicator to visualize in process optimization. Support for report sources Use report sources for projects containing the same conditions, so you do not have to define the conditions more than once. Feature#8: Domain Separation, Accessibility, Lang Domain Separation Support level: Basic A process model definition (project) is configured to generate the process flow. All entities related to a process model definition such as node definitions, breakdown definitions, child table definitions, extract data logs, filter sets, notes, linked CIM initiatives will be created in the same domain as the process model definition. •A process model definition can be shared with its own domain or global domain users only. •A process model definition launched from Performance Analytics KPI will be created in current user’s domain. •A Process Optimization Scheduled Job can include process model definitions within the corresponding job’s domain only. •A new CIM initiative added from a process optimization workspace will be created in process model definition’s domain. Cascade domain change is not supported Accessibility We did automated testing first, which resulted in 14 defects in total, these were fixed and improved our overall WCAG score. Then we did manual testing which include into tab index testing, and voice reader testing, those resulted in 30+ issues that we have completed. These mainly consist of adding discernible texts in the features, improving voice over etc.