ServiceNow Process Mining gives us clear visibility into how work really flows through our processes, not just how it is documented. The biggest benefit is that it works inside the ServiceNow platform, so the team can move from a process view to the actual records causing delays. The main tradeoffs are that value depends on data quality and setup choices, and licensing can take time to fully understand.

To large organisations, ServiceNow is a go-to standard for IT ticket reporting. Organisations use it to schedule new laptop releases and collections for staff, which is where its functionality is and should be limited to. Whilst it is a stand-out service for what is a standard business process, it provides useful event logs, metrics and workflow management and process flow customisation. This was a recent contended for a client upgrading a workflow outside of IT/administrative-related tasks. This is where the flaws of ServiceNow become apparent. As a process-flow tool, many organisations can look at the platform as a potential contender or replacement for a custom-solution for a task that is not suitable to the platform. This presents a conflict of interest as SN will support new clients onboarding the platform, to their operational and financial expense. SN needs to emphasise the strict uses of their platform and how it thrives in very specific use-cases. Accepting new clients to rework the system eventually leads to lost-business and poorer image that is both unfair to the client and SN. For Process Mining, SN is also a go-to standard, and it can best use its live-data when clients use the platform appropriately.