A ServiceNow user is researching process discovery tools to map undocumented workflows before building automations and mentioned Celonis as a solution they have heard of.

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    "summary": "A ServiceNow user is researching process discovery tools to map undocumented workflows before building automations and mentioned Celonis as a solution they have heard of.",
    "category": "Process Mining",
    "comments": [
      {
        "url": "https://www.reddit.com/r/servicenow/comments/1wfgcba/comment/p9luoaj/",
        "depth": 0,
        "score": 36,
        "author": "oknarfnad",
        "excerpt": "This is pretty much forever and why I’m not especially concerned about AI. Building the stuff was never the hard part.",
        "posted_at": "2026-09-13T19:12:00.000Z",
        "author_url": "https://www.reddit.com/user/oknarfnad/"
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        "url": "https://www.reddit.com/r/servicenow/comments/1wfgcba/comment/p9lx4dh/",
        "depth": 0,
        "score": 12,
        "author": "Architect_125",
        "excerpt": "What is document?! 😂🤣🤷‍♂️",
        "posted_at": "2026-09-13T19:21:50.000Z",
        "author_url": "https://www.reddit.com/user/Architect_125/"
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        "url": "https://www.reddit.com/r/servicenow/comments/1wfgcba/comment/p9m8e5l/",
        "depth": 0,
        "score": 5,
        "author": "bigredthesnorer",
        "excerpt": "It's not easy. I won't automate any complex processes that are not documented and proven to be run correctly manually. I don't make any friends that way and am sometimes viewed as impeding progress.",
        "posted_at": "2026-09-13T20:07:57.000Z",
        "author_url": "https://www.reddit.com/user/bigredthesnorer/"
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        "depth": 0,
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        "author": "FendaIton",
        "excerpt": "Yeah mate, Steve knows ask him.",
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        "author": "Fancy_Elk3738",
        "excerpt": "I find that the hard part is often finding the correct stakeholder / process owner to confirm the current process or define the desired outcome.\nOften documentation is out of date and can’t be relied upon as the source of truth, but it’s a good place to start.\nUltimately if the process owner signs off on the design document you can’t be blamed if what was built doesn’t align with reality or the ex",
        "posted_at": "2026-09-14T01:56:32.000Z",
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        "author": "fire-horse-",
        "excerpt": "If it can’t be documented it isn’t a process. If it isn’t a process, it won’t automate",
        "posted_at": "2026-09-14T10:44:17.000Z",
        "author_url": "https://www.reddit.com/user/fire-horse-/"
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        "author": "S_for_Stuart",
        "excerpt": "My first company I enforced this - but they had good documentation already, so was just a bit of fine tuning the documentation to fit the standard format I wanted. Helps that majority was servicedesk and the SN team was, at the time, under same management.\n\n Has not happened since - I've tried to, but ultimately you can't really do anything if it's not your process and they don't give you that inf",
        "posted_at": "2026-09-13T19:19:22.000Z",
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        "url": "https://www.reddit.com/r/servicenow/comments/1wfgcba/comment/p9nncnj/",
        "depth": 0,
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        "author": "2mustange",
        "excerpt": "This is likely a pain point for any Saas.\n\n A few things I would consider. One would be anything moving into the platform needs to be designed reviewed before being implemented; should include end to end structure. Anything existing on the platform should require business areas to run through their own discovery process to create a diagram of the process and lead the needs of automation. People \"w",
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      "[post] Does anyone solve this part first? Some discovery tools are supposed to help map what actually happens before you build. Celonis and Skan AI are two names that keep coming up."
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    "post_date": "2026-09-13T18:58:21.000Z",
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    "post_text": "Third time this quarter where the request is basically can we automate this? and the process itself is still a mess.\n\nThere is a diagram from 2024, three different people explaining how it works, and some random exception sitting in a spreadsheet that nobody thought to mention.\n\nThen the workflow automation platform gets built around the documented version.\n\nSix months later people are working around it because the documented process was never really the process.\n\nDoes anyone solve this part first? Some discovery tools are supposed to help map what actually happens before you build. Celonis and Skan AI are two names that keep coming up.\n\nCurious whether people actually use something like that before building in ServiceNow, or whether process definition just ends up being part of the job forever.",
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