Overview
Product Information on ServiceNow Process Mining
What is ServiceNow Process Mining?
ServiceNow Process Mining Pricing
Overall experience with ServiceNow Process Mining
“ServiceNow SPM Bridges Workflow Reality Gaps but Faces Data and Complexity Limits”
“Mining the Correct Processes Only!”
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Company Description
ServiceNow is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes.
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User Sentiment About ServiceNow Process Mining
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Performance of ServiceNow Process Mining Across Market Features
ServiceNow Process Mining Likes & Dislikes
1. Native integration that just works: Unlike standalone tools that demand complex ETL processes, it taps directly into our existing SNOW data streams. No migration headaches, no data mapping, just immediate visibility into how work flows. 2. Dashboards: The real-time visualizations are decent...they reveal the uncomfortable truths about process variations. When stakeholders see their %-day approval process actually averaging 12 days with mysterious detorus, conversations shift from defensive to constructive. 3. Evolution, rather than overhaul: Rather than forcing dramatic workflow overhauls that typically fail, it enables incremental improvements based on evidence. Our technical and business users can measure and refine withour disrupting daily operations.
- Clear process flow visualisations - Depth of customisation - Actions and responsibilities - Easy adoption and low barriers to entry
It is tightly integrated with our existing ServiceNow data, which reduces effort compared to exporting data to another system. The process maps and drill-downs make it easier to move from what we think may be the bottleneck to the exact cases driving it. The out of the box starter content for common workflows helped us get traction quickly and focus on improvements instead of building everything from scratch.
1. The 5000-record limiteation isn't trivial! Analyzing meaningful business processes with tiny sample sizes undermines statistical validity and my confidence. 2. Initial configuration complexity hits hard with legacy environments like ours. 3. Some hiccups in cross-functional applications. This emerges when processes span multiple ServiceNow applications or external systems, revealing current architectural boundaries.
- Perceived image that SN can perform functions outside of its traditional administrative process functions - Simple design that looks dated
Licensing and packaging are not as straightforward as expected, and budgeting can require extra internal alignment. For very large historical data sets, performance and project scoping matter, and it works best when mining is targeted to a specific workflow and timeframe. Also, some outcomes require process ownership and follow through outside the tool, so results are not automatic without operational change management.
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Peer Discussions
ServiceNow Process Mining Reviews and Ratings
- SR. SERVICENOW DEVELOPERGov't/PS/EdEducationReview Source
ServiceNow SPM Bridges Workflow Reality Gaps but Faces Data and Complexity Limits
After to close to a decade of using ServiceNow, I've learned that the best organizational transformations begin with a simple question: What is actually happening in our workflows? Not what we think is happening, but what's genuinely occurring in the digital exhaust of daily operations. SPM reveals its true value since leadership believes workflows function according to procedures, while frontline teams develop workarounds that become institutionalized. The gap between these realities often contains both the source of operational friction and the keys to meaningful improvement. What distinguishes SPM is its native integratioin with the broader ecosystem. Process insights inform and are informed by CMDB data, performance analytics (PA), and workflows, creating a powerful feedback loop that yields a holistic understanding of how technology, process, and organizational behavior intersect. Ultimately, SPM shifts organizational conversations from mere opinions to evidence/data-driven decision making. - SOFTWARE ENGINEER10B+ USDServices (non-Government)Review Source
Mining the Correct Processes Only!
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. - EngineerGov't/PS/EdEducationReview Source
Setup Decisions, Data Quality, And Internal Alignment Shape ServiceNow Mining Outcomes
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. - Change Manager50M-1B USDBankingReview Source
Prebuilt Dashboards Enhance Automation While High Costs Affect Small Teams
Great integration with ServiceNow's ecosystem, especially if you use ITSM. Gives powerful insights on how processes are going, helping to find bottlenecks and areas of improvement. - Engineer50M-1B USDSoftwareReview Source
Powerful insights, but setup and usability need refinement for broader adoption.
It's been positive. Platform provides valuable visibility into how our processes actually run, helping to identify issues and areas for improvement.