Using automation and IT workflows to tackle complex challenges

  • IT Management
  • Solutions
  • 2021
  • Pablo Stern
October 14, 2021

Automation and IT workflows: A man works on a computer at an office.

Technology teams have long sought to innovate more quickly to deliver better experiences to employees and customers. These teams often have to tab between hundreds of tools to make it happen, slowing progress and increasing risk, complexity, and cost.

This complexity has the downstream effect of negatively impacting employee and customer experience due to manual processes, information silos, and disconnections.

At ServiceNow, we've created a digital enterprise fabric that enables teams to seamlessly integrate these third-party products on the Now Platform®. Tech teams can now deliver great experiences across the different stages of their software factory. Let's explore some ways organizations are leveraging automation and IT workflows to achieve stellar results.

Automating and optimizing IT service operations

When South America’s largest bank, Itaú Unibanco, wanted to improve experiences for its employees, it picked ServiceNow® ITSM. In only seven months, the bank enabled IT self-service to employees through a Virtual Agent that has 46,000 built-in conversations and is integrated directly into Microsoft Teams to meet employees where they work.

The bank has been able to deactivate more than 10 tools in the process, helping its Net Promoter Score shoot up 90 points in only three months.

The state of Kansas Office of Information Technology Services also made great use of automated workflows. When its chief operating officer pivoted toward the Now Platform, the team improved processes dramatically and quickly got through its backlog of 12,000 open support requests, some of which were more than a year old. Now they’re able to address issues in near real time.

As with many ServiceNow customers, this wasn’t the only outcome the state’s IT services office achieved. Concurrently, it streamlined its employee onboarding process, drastically reducing the number of forms and time required so that new employees can have a great experience from the outset and be productive sooner.

Preventing issues and automating resolutions

As IT teams enlist machines to help them resolve issues, they can get an influx of incidents with no clear priority or correlation between them. When faced with this dilemma, Canadian insurance company SGI moved to Microsoft Azure to support its application development team.

The company integrated ServiceNow® Site Reliability Operations with its Azure alerts to notify teams immediately when a problem occurs with an app. This enables the developers to fix the issue before customers are impacted.

Site Reliability Operations assigns incidents with the correct priority levels and suppresses the noise of multiple alerts and incidents posted for the same event. Overall, the integration yielded more relevant alerts, and the team was able to improve incident response times.

Reducing hardware, software, and cloud costs

As software proliferates, lack of visibility into usage can be costly, and asset inventory can be manual and error-prone. ServiceNow® IT Asset Management (ITAM) automates the lifecycle of IT assets, providing visibility into software licenses, hardware costs, cloud resources, and IT compliance. That saves money, lowers risk, and drives efficiency.

Global professional services company Accenture used the Now Platform to establish a large-scale management solution for more than 54 million assets across 51 locations. It went from disjointed, redundant processes and point products to a single enterprise solution and a global process based on one platform. That transition reduced the time it takes to register an asset by 40% and the time spent performing audits by 60%.

Learn more about how your organization can better meet IT service expectations in our IT Workflows Book of Knowledge.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


  • Learning and development: 4 ServiceNow employees
    Now on Now
    Using AI to create personalized learning and development magic
    The Now Platform powers our internal learning and development platform. Powered by AI, the new platform offers search and other personalized recommendations.
  • ServiceNow certification: RiseUp - Sarah T., developer: From feeling stuck to feeling unstoppable
    5 reasons to consider ServiceNow training and certification
    In today’s employees’ job market, nearly every job is a tech job. Discover five reasons you may want to consider ServiceNow training and certification.
  • Career growth: 2 women employees at ServiceNow
    Career growth opportunities for women at ServiceNow
    At ServiceNow, we’ve designed programs to spur career growth, helping employees grow themselves, their teams, and the business. Hear two women’s stories.

Trends & Research

  • 2022 Gartner Magic Quadrant for IT Service Management Platforms
    IT Management
    A Magic Quadrant Leader in ITSM Platforms for ninth year in a row
  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service