Workflow design, modularization, and troubleshooting

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Session Code: CCB1198

Presenter(s): Jake, Subhash

Company(s): Enable Professional Services, Enable Professional Services

Abstract:

Workflows are a key component of many applications on the Now Platform. From basic request fulfilment through to complex orchestration, workflow design can determine the successful outcome of an automation project. As workflow contexts can only run once, workflows should be designed to be flexible, robust, and efficient.

Consideration should be given during workflow design for potential exception cases that may arise during the workflow lifecycle. How will the workflow handle the exception? Should someone be notified? Should the workflow pause while a task is completed manually? Failure to address such exceptions will likely result in frozen or incomplete workflows, and most likely require the resubmission of a request, and rework of the fulfilment tasks.

In this session, attendees will be exposed to industry best practices for workflow automation design in ServiceNow. Scenarios discussed will include basic Service Catalog requests through to employee onboarding via Orchestration.