Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.

Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.

Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.

Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.

🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083

📄 Learn more about ServiceNow: https://www.servicenow.com/docs/

🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg

Chapters
0:00 – Introduction & Dan Grady's Background 
1:13 – What Is Process Mining? (The X-Ray for Your Business) 
2:08 – Why Dashboards Alone Aren't Enough 
3:56 – From Raw Data to Actionable Insights 
4:59 – The Printer Toner Story: Removing a Step, Saving Two Days 
6:01 – The Spaghetti Bowl: Visualizing Your Processes 
7:34 – The "47 Years" Moment That Shocks Every Customer 
8:43 – Finding Automation Opportunities with Process Mining 
10:49 – Best Practices: How to Avoid Getting Overwhelmed 
12:35 – Getting Started: First Steps on the Platform 
15:11 – Real Customer Use Cases (Approvals, Routing & More) 
17:59 – Why You Never Stop Needing Process Mining 
20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining 
22:45 – Closing & Where to Learn More

Your dashboards show you what's happening. Process mining shows you why &mdash; and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.
Dan walks through real customer stories &mdash; from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month &mdash; and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.
Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.
Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.
🔗 Get started with Process Mining: <a href="https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083">https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083</a>
📄 Learn more about ServiceNow:&nbsp;<a href="https://www.servicenow.com/docs/">https://www.servicenow.com/docs/</a>
🎓 ServiceNow Docs YouTube Channel:&nbsp;<a href="https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg">https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg</a>
Chapters 0:00 &ndash; Introduction &amp; Dan Grady's Background 1:13 &ndash; What Is Process Mining? (The X-Ray for Your Business) 2:08 &ndash; Why Dashboards Alone Aren't Enough 3:56 &ndash; From Raw Data to Actionable Insights 4:59 &ndash; The Printer Toner Story: Removing a Step, Saving Two Days 6:01 &ndash; The Spaghetti Bowl: Visualizing Your Processes 7:34 &ndash; The "47 Years" Moment That Shocks Every Customer 8:43 &ndash; Finding Automation Opportunities with Process Mining 10:49 &ndash; Best Practices: How to Avoid Getting Overwhelmed 12:35 &ndash; Getting Started: First Steps on the Platform 15:11 &ndash; Real Customer Use Cases (Approvals, Routing &amp; More) 17:59 &ndash; Why You Never Stop Needing Process Mining 20:50 &ndash; The Analytics Stack: Operational Reporting &rarr; Platform Analytics &rarr; Process Mining 22:45 &ndash; Closing &amp; Where to Learn More

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow Insights&nbsp;is your insider&rsquo;s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,&nbsp;&nbsp;and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow TechBytes is a Podcast Program hosted …