An example of a hyperautomation journey

  • Now on Now
  • Solutions
  • 2022
  • Amjad Shaikh
July 26, 2022

Hyperautomation: yellow racecar at pit stop

Nick Borgwardt, director of IT workflow at ServiceNow, co-authored this blog.

In our personal lives, it’s easy to get the information and products we need with just a few clicks. Thanks to modern consumer websites and apps, making service requests and ordering products is simple, convenient and, often, automatic. Why shouldn’t our professional lives be just as effortless?

At ServiceNow, we’re on a mission to extend these delightful, intuitive, and automated consumer experiences to the business world so our employees can work more effectively. To get there, we started our hyperautomation journey.

To make our company an autonomous digital enterprise, we’re laser-focused on strategically automating as much day-to-day business as possible. Doing so can give all ServiceNow employees more time to focus on the aspects of their jobs they enjoy, which can, in turn, lead to innovation.

Automation vs. hyperautomation

Just a few years ago, automating manual, repetitive tasks within an enterprise was considered new and noteworthy. Today, automation has essentially become table stakes—a starting point for what comes next: hyperautomation.

Propelled by artificial intelligence (AI), machine learning, process mining, and more, hyperautomation is the framework for combining advanced technologies to automate as many routine business operations as possible. Think of it as attaching rocket boosters to automation.

Automation maturity network - Automating tasks, function, apps, business processes, business decisions, cognition

Employees used to spend hours slogging through tedious, manual work. In a global business environment where time is incredibly valuable, we realized continuing at that pace wasn’t scalable to support our growth.

To give employees the time they need to excel at their jobs, we decided to embrace hyperautomation. We identify problems that can be automated with AI, automate them, and then measure whether that automation is effective.

How do we use hyperautomation?

We rely on the Now Platform® to automate solutions and help our employees help themselves. Our goal is to use our own technology to incrementally improve our processes through each iteration. We think about it like a racetrack, where each lap teaches us something new and makes us more efficient.

At first, we were driving slowly and erratically. As we completed each lap, we got better at honing our methods and processes, adding structure and improvements along the way.

Hyperautomation journey: 1. Define business objectives; 2. Analyze & optimize process; 3. Discover automation opportunities; 4. Design no-code/low-code; 5. Deploy RPA/VA/IH/AI; 6. Monitor & measure; 7. Govern & scale; 8. Continually optimize; 9. Realize value

Using tools such as robotic process automation (RPA), process mining, AI, and machine learning, we can take the menial and repetitive tasks out of loan processing or hardware allocation, for example, and automate all but the most complicated tasks.

To encourage higher employee self-service rates at ServiceNow, we follow the hyperautomation framework step by step using Now Platform features. We:

  1. Define our business objectives using Continual Improvement Management

  2. Analyze and optimize processes using Process Optimization

  3. Discover automation opportunities using Process Optimization, Intent Discovery, and Automation Discovery

  4. Design no-code/low-code apps using Virtual Agent and Flow Designer

  5. Deploy RPA, Virtual Agent, Integration Hub, and AI using DevOps and Automation Engine

  6. Monitor/measure against expectations using Project Portfolio Management

  7. Govern and scale by creating ServiceNow Centers of Excellence

  8. Continually optimize using Continual Improvement

  9. Realize value using Performance Analytics

And we always make sure to celebrate success.

Achieving hyperautomation

Hyperautomation frees our employees to do bigger, bolder, and more interesting work. It makes work easier, more relevant, and more efficient for all of us.

In fact, hyperautomation is one of the reasons we have an 81% self-service success rate across the enterprise, which translates to employees solving their own issues four out of every five times. That means only one out of five issues isn’t currently being solved by knowledge base articles or automation.

Hyperautomation helps us save time and maximize productivity in our workdays. The best part? Every time we apply it to improve another process, we enable a better employee experience using our own technology.

Get a hyperautomation tutorial in our on-demand Knowledge presentation, Now On Now: Hyperautomation, how we're becoming an autonomous digital enterprise.

© 2022 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.


  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
    Organizations are aligning employee experience and customer experience to create a positive total experience. See findings from the latest research.
  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.
  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.

Trends & Research

  • 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
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE