ServiceNow Process Intelligence | From Sticky Notes to Process Maps in Five Minutes

Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect. Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own. They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better? CHAPTERS 0:00 Introduction — Tomas Galle & Roz Parpia 2:02 Is process mining just Six Sigma? 4:13 The belt system explained — Black Belt, Green Belt, and the punchline 4:58 Manufacturing observation: what process improvement looked like before 7:51 The real cost of the old way — six figures, six months, one process 8:46 Customer reaction: ten years of work, solved in ten minutes 9:03 Where ServiceNow sits in the Process Intelligence market 10:56 Annual physical vs. wearable — continuous vs. snapshot 13:13 Conformance checking and the happy path 14:10 Non-conformance: what it is and why everyone should care 16:58 Static statistics vs. analysis on the move 17:05 Playbooks: responding to non-conformance in real time 18:54 How to get started today — free evaluation projects, no license needed 20:26 Task Mining: the human layer process mining can’t see 22:00 You’re already sitting on a goldmine 22:53 Closing thoughts IN THIS EPISODE • Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing • Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk • Why a single process improvement engagement used to cost six figures and take up to six months • The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow really stands • The wearable vs. annual physical: why continuous process mining beats the yearly audit • Conformance checking and the happy path — what it means when your process deviates • Non-conformance explained with a real change management example (87% vs. 98% CAB approval) • How the ServiceNow Playbooks feature turns detection into real-time correction with one click • Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map • How to start mining your own data today — no license required, no IT admin needed GET STARTED If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed. https://www.servicenow.com/au/products/process-mining/get-started.html https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html https://www.youtube.com/watch?v=TVrU0TQ7ldM https://www.youtube.com/watch?v=GLKROYqnc10 TAGS #ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking See omnystudio.com/listener for privacy information.