ServiceNow Workflows: Features, Benefits & Best Practices for ITSM

ServiceNow is a robust cloud-based platform with a full range of IT service management (ITSM) features. One of the most notable aspects of ServiceNow is its ability to create custom workflows. Custom workflows in ServiceNow allow organizations to automate, streamline, and leverage workflows to improve the efficiency of their IT operations. In this article, we will investigate ServiceNow workflows in detail, including features, benefits, and best practices.

ServiceNow Workflow: Advantages

Increased Efficiencies: ServiceNow workflows can automate time-consuming, repetitive tasks, decreasing the burden on IT staff and increasing productivity.

Improved Consistency: ServiceNow workflows can help ensure that business processes are consistently followed, decreasing the likelihood of errors and improving service delivery quality.

Better Visibility: ServiceNow workflows provide the organization with more visibility into its business processes, increasing visibility and enabling IT staff to identify bottlenecks and areas for improvement.

Increased Compliance: The workflows within ServiceNow can help organizations comply with regulatory requirements by automating compliance activities and documenting compliance activities.

Increased Agility: ServiceNow workflows can be quickly and easily adapted to meet changing requirements in the organization, allowing IT staff to respond quickly to changing business needs and requirements.

Guidelines for Optimal ServiceNow Workflows

Before workflows can be executed, they need to be well-prepared and planned out to ensure that they will fulfil the needs of the organization. This will require to describe in detail the precise charter of the workflow, set out the processes that will be involved, and identify any challenges or obstacles.

Employ Standardized Naming Conventions: It’s important to use a name for processes and parts of processes such as action, approvals and conditions that has been aligned with naming standards, so that since workflows will be easier to understand, maintain and support overtime.

Fully Document Workflows: Let’s make sure to document all aspects of a workflow so another IT staff person can read and understand it. This should include what the workflow is trying to accomplish, the workflows being conducted, and pre-requisite approvals/conditions.

Conclusion

ServiceNow workflows enable organizations to break away from inefficient, manual, and error-ridden IT processes toward a place of automation, agility, and transparency. When workflows are designed in a well-documented, repeatable, standardized, and aligned way to organizational goals, organizations can deliver service quicker, achieve better compliance, and gain visibility into operational gains. As businesses continue to embrace a digital transformation, incorporating ServiceNow’s workflow capabilities will be critical to achieving IT excellence and business resiliency.

At Emergys, we assist companies to leverage the full power of the ServiceNow platform—facilitating more intelligent workflows, operational efficiencies, and sustainable value from your IT investments.