The Process Mining application provides solution definitions for incidents, problems, change requests, and requested items. You can use these definitions to configure cluster analysis for those work items.

Important: This feature is available with the ServiceNow Store Process Mining ITSM content pack v1.2. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Clustering solution definition configurations

A Process Mining administrator (sn_process_optimization_admin) can access the ITSM work item solution definition configurations by navigating to Predictive Intelligence > Clustering > Solution Definitions.

Note: By default, these solution definitions are configured as follows:
  • The Fields field is configured to Short description.
  • The Minimum number of records per cluster field is set to a value of 150.
  • The Word Corpus field is configured to the corresponding word corpus record, For example, the Incident clustering definition is configured to the incident word corpus record. Each of the word corpus record gathers all description and short description data for the last 12 months.
The clustering solution definitions also contain the purity fields listed in the table below.
Clustering Solution DefinitionPurity Fields
Incident
  • Assignment Group
  • Category
  • Configuration item
  • Service
Problem
  • Assignment Group
  • Category
  • Configuration item
  • CMDB CI
  • Business service
Change request
  • Assignment Group
  • Category
  • Model
  • Risk
  • Type
Requested item
  • Assignment Group
  • Category item
  • Requested for
  • Assigned to

For information on how to perform a cluster analysis from the Process Mining application, see Perform a cluster analysis.