Task mining identifies where each employee has time to gain. Czech UltimateSuite promises to make companies 10 percent more innovative within four weeks. ServiceNow has seen the startup’s potential and has agreed to acquire it as a result.
How much UltimateSuite has cost ServiceNow hasn’t been disclosed, but SiliconANGLE suggests it’s probably not too imposing an amount. After all, the startup has raised less than a million dollars until today’s announcement. Regardless, UltimateSuite’s offering fits well with ServiceNow, which offers various process mining capabilities through its Now platform, among other things. ServiceNow has a very broad offering, as we described back in June after the Knowledge23 event.
Tip: Knowledge23: Do people now know what ServiceNow is and does?
Every employee in detail
Whereas process mining focuses on analyzing business processes via event logs in IT systems, task mining focuses on optimizing everyday tasks. Thus, the second case involves analyzing employee behavior on a personal computer. Therefore, an IT department isn’t really actively involved in providing data about the productivity of each employee in detail. UltimateSuite identifies which employee tasks can be automated and where inefficiencies occur. It presents these insights on what it says is an intuitive-looking dashboard. It breaks down the potential savings into FTEs, giving business leaders a concrete guide to what can be gained in terms of employee time.
Once the acquisition is complete, ServiceNow will integrate this functionality into the Now platform. Existing customers will therefore have to knock on ServiceNow’s door to access UltimateSuite’s services from now on. Together, the solution provides an “X-ray” through an organization to identify and automate operational bottlenecks.
Process mining as an umbrella term
ServiceNow says it wants to strengthen its own automation and AI skills through the acquisition. That refers, among other things, to UltimateSuite’s “AI-Powered Insights,” which can share findings instantly via a chatbot, automatically generate reports and theoretically test hypothetical changes to a work process.
Either way, process mining software is on the rise, as Gartner research shows, cited by ServiceNow. In 2021 alone, the market for this type of software grew 46 percent, while Gartner expects an average annual growth rate of 33 percent to 2025. ServiceNow has concluded that this venture can be enhanced by also utilizing task mining, thus offering multiple ways to measure productivity, both throughout an organization as well as among individual employees. How it plans to integrate those capabilities into the Now platform remains to be seen.
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