ServiceNow’s process automation capabilities and archetypes
ServiceNow’s process automation capabilities are underpinned by five major elements – integration APIs, service portal and digital forms, data-driven workflows, tasking and automated actions, and foundational shared data across the platform.
These elements work together to provide automation across processes. The typical flow follows this pattern:
- A customer who wishes to engage in a particular process looks for that process’s form in the Employee Service Center. An example would be Obtain a new laptop or Offboard an employee.
- The customer is presented with a digital form and/or a checklist that they must fill out to start this process. This form may include error checking or logic that validates whether the customer is eligible to engage in the process and whether other options are available to them.
- After the customer submits the form, the workflow engine uses the information...