Different Automation Idaes in ServiceNow

[SambitRath]

Dear All,

We wanted to propose some automation ideas with implementation plan to our Business users ,Hence requested number of scenarios that we can implement in our ServiceNow environment and that can be in any applications and modules(ITSM,ITAM,HRSD or in any modules and applications that exist in ServiceNow)

Current Version of ServiceNow Zurich Patch 6 Hot Fix 1

Thanks in Advance

Sambit

[Tanushree Maiti]

Hi @SambitRath 

In the ITSM space, you should review the manual fulfillment processes in SCTASK. For example, if you have integrations with third-party tools such as GitHub, the fulfiller may currently need to log in to those systems and manually update records during the fulfillment process.

Instead of performing these steps manually, the process can be automated.

Using a Flow Action, you can send the required payload to the third-party system once the connection is established. After the response is received from the external system, the SCTASK can be automatically updated or closed.

You should review your Service Catalog items to identify opportunities where such automation can replace manual fulfillment steps.

[Dr Atul G- LNG]

Hi @SambitRath 

There are many automation opportunities that you can choose from. However, before moving to automation, some groundwork needs to be done. First, check whether the process is standardized across the platform. If it is, then consider consolidating it and move forward with automation. In simple terms, the approach should be: Standardize → Consolidate → Automate.

Now, the question is how to identify the right opportunities. The best way is to use data. Start by collecting incident and case data from the last 6 months to 1 year. Then analyze the categories, subcategories, resolution notes, and resolution codes.

From this analysis, identify the top 10–15 types of requests based on frequency. After that, select one or two of the most common requests and begin automating those processes. This is the best way to start instead of trying to automate everything at once.

Remember, data is your best friend in this process. You need to spend time analyzing the data carefully before deciding what to automate.

Examples of automation opportunities include:

• Automated change creation when a resolution note indicates a change is required

• Automatic creation of knowledge records

• Automatic task closure

• Granting access or adding users to groups

• Removing users from groups

[SohamTipnis]

Hi @SambitRath,

You can refer to the below community article:

https://www.servicenow.com/community/workflow-automation-forum/automation/m-p/3018699

Also, you can refer to this documentation for automation:

https://www.servicenow.com/docs/r/integrate-applications/rpa-hub/sample-automations-rpa-studio.html

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10