ServiceNow Process Mining
Optimizing Outcomes and Reducing Costs
Work is not moving as fast as it should, and the reasons are unclear. Complaints arise, but without concrete data, leadership struggles to pinpoint the root cause and implement effective solutions.
GovCIO’s implementation of ServiceNow Process Mining solves this by streamlining workflow analysis, pinpointing inefficiencies, and identifying whether they arise from people, processes, or technology. Our data-driven approach delivers rapid insights and actionable recommendations within a few months—at low cost—by leveraging our team of ServiceNow experts.
Our Four Step Approach
Step 1: Process Mining
We begin by selecting a record type (e.g., Demands) and applying Process Mining to analyze all records in ServiceNow.
What Process Mining Reveals:
- Bottlenecks & Delays: Pinpoints slow approvals, reviews, or handoff inefficiencies.
- Process Deviations: Identifies inconsistencies in workflow execution across teams.
- Rework & Redundancies: Highlights unnecessary loops or duplicate efforts.
- Automation Gaps: Reveals manual steps that can be automated.
- Compliance & Governance Risks: Detects deviations from governance policies.
Process Mining provides a data-backed view of actual workflows, ensuring informed decision-making.
Step 2: Process Perceptions
Using the Outcome-Driven Innovation (ODI) framework, we quantify user preferences for innovation (enhancements) or simplification (reduced complexity).
ODI Framework for Process Optimization:
- Map the Current Process: Identify all steps and workflows.
- Survey Users on Each Step:
- Importance (1-5): How critical is this step?
- Satisfaction (1-5): How well does it meet expectations?
- Normalize Responses:
- Importance Score (I) = % of users rating the step as highly important (4 or 5).
- Dissatisfaction Score (D) = % of users rating satisfaction as low (1 or 2).
- Calculate the Opportunity Score:
- OS = I + D – 100
- High OS (>20) → Innovation needed (high importance, low satisfaction).
- OS ≈ 0 → Maintain (users are satisfied).
- Negative OS → Simplify (low importance, low dissatisfaction).
For example, if 80% of those surveyed, rate a step as important, and 60% are dissatisfied, the Opportunity Score is 40, indicating a prime innovation target.
Step 3: Root Cause Analysis
With data-driven insights, we conduct a Root Cause Analysis to determine whether inefficiencies arise and ensure targeted improvements.
Key Focus Areas:
- People Issues: Lack of training, communication gaps, or resistance to change.
- Process Issues: Undefined workflows, bottlenecks, or lack of standardization.
- Technology Issues: Software limitations, integration failures, or security gaps.
- Data Issues: Poor data quality, silos, or governance issues.
- Organizational Issues: Budget constraints, misalignment with business goals.
- Vendor Issues: SLA violations, poor third-party support.
By pinpointing the actual cause, we ensure that improvements address the core problem rather than surface symptoms.
Step 4: Roadmap & Strategic Recommendations
With insights from Process Mining, Root Cause Analysis, and ODI, we develop a strategic roadmap that includes:
- Quick Wins: Immediate improvements that deliver fast ROI.
- Strategic Initiatives: High-impact projects that drive long-term efficiency.
- Technology Enhancements: Automation and system optimizations to streamline workflows.
- Process Redesign: Adjustments based on data-driven user needs.
Why This Approach Works?
Our ServiceNow Process Mining transforms workflow management by delivering:
- Fast Execution: Projects typically complete within two months.
- Cost Efficiency: Reduce costs with data-driven decision making.
- Data-Driven Decision Making: Eliminates guesswork by leveraging Process Mining insights.
- Actionable Roadmap: Provides a clear, structured improvement plan aligned with business priorities.
Leverage ServiceNow Process Mining
Organizations can eliminate inefficiencies, reduce costs, and align processes with user needs in a structured and data-driven way through GovCIO’s Process Mining. Our approach ensures real insights to drive decisions, leading to sustainable operational improvements.
A Leader in ServiceNow Solutions
As a Premier ServiceNow partner, we combine deep industry knowledge, unmatched expertise, and cutting-edge digital capabilities to rapidly deliver secure low-code or no-code mission driven platform solutions. Our team possesses a deep understanding of the mission need, encompassing both IT and execution aspects. This enables us to bridge the disparity between overarching IT initiatives and the daily tasks of end users. We directly involve end users to identify the precise details necessary for ensuring the successful implementation of processes. This workflow enables our customers to enhance their mission outcomes.