Automation Opportunities
Automation Opportunities suggests work your team should automate next. Select a source and a time window, and Biggy analyzes the team's tickets and ranks the 10 work patterns most worth automating. Use the results to decide where automation will save your team the most time.
Key features
Rank the 10 work patterns most worth automating for a team..
Include incidents, requested items, and catalog tasks in the analysis.
Estimate the value of each opportunity using minutes per ticket and an hourly rate.
Compare ticket volume and analysis status across every team.
Find shared use cases that appear in two or more teams.
Schedule recurring analyses to see what changed since the last report.
Before you start
Connect the source you want to analyze. ServiceNow and Jira must be set up on the Integrations page before they're available as a source.
Know the ServiceNow assignment group or Jira team you'd like to analyze.
Your role needs the Automation Opportunities permission. To start an analysis, you need Edit.
Roles and permissions
Access to Automation Opportunities has its own permission, Automation Opportunities, in the role editor under Incident Prevention. It used to come with Large Context Analysis.
Permission | What it allows |
|---|---|
View | Read analyses, briefs, schedules, and across-team results. |
Edit | Start or rerun analyses, manage schedules, cancel or retry runs, and hand opportunities off. |
Existing roles
Roles with full web access, such as System Admin, keep access to Automation Opportunities. A custom role that only has Large Context Analysis no longer sees Automation Opportunities. An org admin must add the new permission to that role. It isn't copied over automatically.
Schedules
A schedule pauses if the person who created it no longer has Edit. The schedule shows why, and it resumes when that person gets Edit back.
Open Automation Opportunities
In the left navigation pane, under Reports, select Automation Opportunities.
The Automation Opportunities page has three tabs:
New analysis: Run an analysis for a team and view recent analyses.
Across teams: Compare ticket volume across assignment groups and start analyses for several teams at once.
Schedules: View analyses that rerun on a cadence.
Run an analysis
Run an analysis to rank the work patterns most worth automating for a team.
Run time
Analyses usually take 10 to 25 minutes for 5,000 tickets. The new analysis appears in the Recent analyses list.
Run a ServiceNow analysis
In the New analysis panel, under Source, select ServiceNow.
Under Team, search for and select the assignment group to analyze. You can select up to 10 assignment groups. The counter next to the field shows how many you've selected.
After you select a team, information about the tickets in scope appears at the bottom of the New analysis panel.
If you selected more than one team, select if you'd like to run a Per team or Combined analysis.
In a Per team analysis, each team gets its own ranked list, run side by side.
A Combined analysis creates one ranked list across every selected team.
Under Window, select the time period to analyze: 30 days, 90 days, 180 days, 365 days, or Custom. The default is 90 days. The selected date range appears below the options.
Expand Tables and select the ServiceNow tables Biggy should read tickets from. At least one table is required.
(Optional) Expand Value assumptions to override the time and cost estimates for this analysis. See Value assumptions for details.
Click Find opportunities.
Run a Jira analysis
In the New analysis panel, under Source, select Jira.
Under Team, search for and select the Field that contains the team, and then select one or more Team values.
After you select a team, information about the tickets in scope appears at the bottom of the New analysis panel.
If you selected more than one team, select if you'd like to run a Per team or Combined analysis.
In a Per team analysis, each team gets its own ranked list, run side by side.
A Combined analysis creates one ranked list across every selected team.
Under Window, select the time period to analyze: 30 days, 90 days, 180 days, 365 days, or Custom. The default is 90 days. The selected date range appears below the options.
(Optional) Expand Value assumptions to override the time and cost estimates for this analysis. See Value assumptions for details.
Click Find opportunities.
Run a CSV analysis
In the New analysis panel, under Source, select CSV.
Under Team, drop in a CSV file, or click the box to choose one. CSV files should contain one row per ticket, with a column that matches the team name.
Under Window, select the time period to analyze: 30 days, 90 days, 180 days, 365 days, or Custom. The default is 90 days. The selected date range appears below the options.
(Optional) Expand Value assumptions to override the time and cost estimates for this analysis. See Value assumptions for details.
Click Find opportunities.
Value assumptions
Value assumptions estimate how much time and money your team can save by automating each work pattern.
Your organization's defaults apply to every analysis unless you override them. To override the defaults for a single analysis:
Expand Value assumptions.
Turn on the Override for this analysis toggle.
Enter the following values:
Minutes per ticket: The average number of minutes your team spends handling one ticket.
Hourly rate: The hourly labor cost used to calculate cost savings. Leave the field empty to show savings in hours only.
Currency: The currency for the hourly rate, for example
USD.
The override applies to this analysis only. Your organization's defaults stay the same.
To change the defaults for your entire organization, click Change org defaults.
View analysis results
[STUB] Describe the completed analysis report, including how each of the 10 work patterns is presented, what details appear for each pattern (for example, ticket count, estimated time saved, or estimated cost saved), and any actions available from the report.
[SCREENSHOT-NEEDED] Caption suggestion: "Completed automation opportunities analysis." Suggested file name: Reports_AutomationOpportunities_AnalysisResults.
Find a recent analysis
The Recent analyses list on the New analysis tab shows analyses run in your organization.
Select All to see every analysis, or Mine to see only analyses you ran.
Use the Search analyses field to find an analysis by name. [VERIFY]
Select an analysis to open its results.
Compare teams
The Across teams tab shows ServiceNow incidents opened in the selected window, grouped by assignment group. Use it to find the teams with the most ticket volume and start analyses for several teams at once.
At the top of the Teams by ticket volume table, select a window of 30 days, 90 days, 180 days, or 365 days. Use the Search teams field to find a specific assignment group. Click a column header to sort the table by that column.
The table includes the following columns:
Column | Description |
|---|---|
Team | The ServiceNow assignment group. |
Tickets | The number of incidents opened for the team in the selected window. |
Resolved | The percentage of the team's incidents that are resolved, with the number of resolved incidents in parentheses. |
Monitoring-originated | The percentage of the team's incidents created from monitoring alerts, with the number of incidents in parentheses. Teams where most incidents came from monitoring alerts show an Alert-heavy label. |
Last analysis | The date of the team's most recent analysis, or Never if the team hasn't been analyzed. |
Top opportunities | The top work patterns from the team's latest analysis. |
To analyze a team from the table, do one of the following:
In the row for the team, click Analyze.
Select the checkbox for up to 10 teams, then click Analyze selected. The button shows how many teams you've selected.
Schedule an analysis
Schedule an analysis to rerun it on a cadence. Each scheduled report shows what changed since the last one, so you can track whether automation is reducing your team's manual work.
Open a completed analysis.
Click Schedule.
[STUB] Describe the scheduling options, including available cadences and how to save the schedule.
Scheduled analyses appear on the Schedules tab. [STUB] Describe how to edit, pause, or delete a schedule from the Schedules tab.