How to Optimize ITSM with ServiceNow Workflow Automation

ServiceNow Workflow automation and integration helps organizations optimize and streamline IT service management (ITSM) initiatives, by automating multistep processes between systems and teams.

This is a huge benefit for stakeholders of ITSM that wish to collaborate, as the function typically spans multiple teams and systems, complicating delivery.

One such complication is evident in ServiceNow, where getting data, including workflows out of the platform can prove challenging. While ServiceNow allows users to create workflows for processes within the Now platform, these processes are siloed from the wider organization. 

Through integrations, Workflow automation can be extended to third-party solutions to better connect the enterprise. This allows organizations to benefit from the automated transfer of processes, data and information within ServiceNow, to other complementary systems.

What is Workflow Automation?

Workflow automation describes the use of software to create automated multistep processes for greater productivity and efficiency. 

It’s used to support employees, reducing the amount of time spent on repetitive, manual tasks, and providing more time for value-adding projects.

Workflow automation integrations extend the benefits of workflows outside of their host system, and into third-party solutions supporting multiple areas of the organization.

Benefits of Workflow Automation

Workflow automation provides a number of benefits including:

• Increased productivity  – workflows help improve employee productivity by automating repetitive tasks and providing pre-defined processes for completing tasks.
• Reduced costs – workflows reduce costs – including time, finances and other resources – by reducing the time required on repetitive, manual tasks.
• Greater efficiency – With fewer resources required to complete repetitive, time-consuming tasks, organizations can make more use of existing resources. 
• Improved alignment and collaboration – automating workflows between systems helps improve alignment between teams by keeping systems in sync and allowing users to collaborate with other business functions using the software they are accustomed to.
• Better data quality and accuracy –  Automation limits the potential for errors by reducing the amount of manual intervention and data entry required to complete a task.
• Faster time-to-market – Projects can be completed faster when time-consuming, repetitive tasks are automated. 
• Improved communication – Workflow automation can be used to trigger communication updates via email, notifications and more.
• Task management –  where employee intervention is required, many workflow solutions support assigning tasks via the platform.
• Increased transparency – With visibility into workflows and assigned employees, managers and team members can monitor progress and more confidently meet deadlines.

Extend ServiceNow Workflow Automation into Other Solutions 

The value of ServiceNow Workflow automation and integrations is clear. However, organizations need to employ the right solution to ensure the benefits are enjoyed. 

• See also: Choosing the Right Integration Approach

Often organizations use multiple tools and applications for service management but lack the expertise or knowledge to connect different workflows across instances and geographies for optimal collaboration. 

As an integration-as-a-service, Perspectium frees organizations of that burden as Perspectium’s ServiceNow integration experts handle everything from implementation, to maintenance and support.

Perspectium ServiceBond is a ServiceNow-native integration app that “eBonds” ServiceNow with other solutions such as ticketing systems and other software supporting ITSM. 

It creates a dynamic connection between the various solutions that allows an update made to one system, to be reflected across the other systems in real-time.

This includes updates made via workflow automation. Since systems are in constant sync, workflows can easily be extended across solutions. Employees get to work in their solution of choice, reducing licensing fees and requirements for training, and saving time.

Would your organization benefit from extending ServiceNow Workflows?

If the answer to any of the following questions is “yes”, then you should speak with our integration experts:

Does your organization’s ITSM processes involve multiple applications that need to be connected? Yes.

Does your organization work with service providers, customers or suppliers that need to be connected to your ServiceNow Workflows? Yes.

Is your organization implementing DevOps or a SIAM approach, and you need a systematic solution to manage it? Yes.

Would your organization benefit from ServiceNow integrations maintained and implemented by ServiceNow integration experts, rather than creating and managing integrations in-house? Yes.

If you wish to dig deeper into Perspectium’s capabilities for ServiceNow Workflow automation, optimization, eBonding and integrations, talk to our experts today!