Your request-fulfillment application is the first step toward full automation—not just a standalone process. To maximize its impact, take a strategic approach to scaling workflow automation, improving efficiency, and streamlining service delivery to enhance and support the initial workflow. This expansion transforms the initial request process into a fully scalable departmental solution.
Here are key workflows that can complement and expand your automation efforts:
- Requests for Additional Services – Allow users to request new or expanded services beyond the initial scope.
- Service Inquiries – Provide a structured way for users to ask questions about available services.
- Issue Reporting & Resolution – Enable users to report problems or concerns with services and track their resolution.
By expanding your workflows strategically, you create a seamless, efficient service experience, reducing manual effort and ensuring consistent service delivery across your organization.
Improve the requestor experience with EC Pro and taxonomies
In ServiceNow, taxonomies help structure and categorize services, making them easy to find. Instead of presenting an overwhelming list of services to requestors, taxonomies group similar offerings under clear, intuitive categories that align with business functions.
In EC Pro, a taxonomy is used to organize and categorize services, workflows, and knowledge improving navigation and user experience.
These are examples of HR and IT taxonomies. Similar taxonomies can also be created to group and organize your custom workflows.
Example HR Taxonomy
Example IT Taxonomy
Empower fulfiller teams with targeted, purpose-built tools and information with custom workspaces
Just as EC Pro and taxonomies help organize and streamline services for requestors, Workspaces can do the same for fulfillers by providing a more structured and efficient way to manage departmental workflows. By enhancing the fulfiller workspace dashboard, organizations can create a centralized hub where teams can track, prioritize, and process requests with greater ease.
A well-structured workspace improves task visibility, reduces response times, and ensures that fulfillers have all the necessary tools and information in one place. Customizing Workspaces with automation, categorization, and role-based views further enhances efficiency, enabling teams to handle service requests more effectively.
By leveraging Workspaces, departments can standardize processes, reduce manual effort, and improve collaboration—leading to better service delivery, higher productivity, and organization-wide operational improvements
The Big Picture: A Smarter, More Scalable Service Model
Starting with a single workflow is a great first step, but scaling it into a department-wide solution unlocks even greater efficiency, consistency, and ease of use for both employees requesting services and teams fulfilling those requests. By structuring services with taxonomies and customizing workspaces for fulfillers, organizations create a more streamlined, intuitive, and productive service experience.
- Employees find services easily, thanks to taxonomies that logically organize requests.
- Requests are handled consistently, reducing errors and delays.
- Fulfillers work more efficiently, with a workspace designed for their needs.
- Leadership gains visibility, allowing for continuous process improvements.
This approach enhances your application by saving time, reducing costs, and improving service quality. It ensures that every department functions as a high-performing, customer-focused service provider within the organization.
