automation

[ishitagshar]

What automation functionality does ServiceNow have (ticket comes in, automated response, select resolution type, another email goes out, closes ticket after 10 days of no response, etc..

[Sandeep Rajput]

@ishitagshar 

ServiceNow offers a wide range of automation functionalities that can streamline IT, HR, customer service, and other business processes. Here are some of the key automation features:

Workflows and Flow Designer

• Workflows: ServiceNow allows you to create complex workflows that automate multistep processes across different departments and systems. These workflows can include conditions, approvals, notifications, and integrations.
• Flow Designer: This is a more modern, low-code automation tool that allows users to build automated processes without needing to write code. Flow Designer offers an intuitive interface for creating flows that can automate tasks, approvals, and notifications.

2. Business Rules

• Business Rules are server-side scripts that run whenever certain conditions are met. They can be used to automate record operations, enforce data consistency, or trigger additional actions within the platform.

3. Scheduled Jobs

• ServiceNow allows you to automate recurring tasks with Scheduled Jobs. These jobs can be used to run scripts, generate reports, send notifications, or perform any other automated task at specified intervals.

4. Service Catalog

• The Service Catalog lets users request products and services, with automated fulfillment processes. You can create automation workflows for request items (RITMs) and catalog tasks (SCTASKs), streamlining the request and approval processes.

5. Notifications and Alerts

• ServiceNow can automatically send notifications and alerts based on specific triggers. For example, an incident can automatically send an email notification when it's assigned to a specific group, or a change request can trigger alerts based on its approval status.

6. IntegrationHub

• IntegrationHub provides out-of-the-box spokes and the ability to create custom integrations, allowing you to automate processes across third-party systems. For example, it can automate tasks such as creating tickets in Jira, sending data to Slack, or performing actions in AWS.

7. Virtual Agent

• Virtual Agent is an AI-powered chatbot that can handle common queries, provide self-service options, and execute routine tasks. It can be integrated with workflows to automate responses and actions.

8. Orchestration

• ServiceNow Orchestration extends automation beyond the platform by interacting with external systems. For example, it can automate user account creation, software distribution, or server restarts.

9. Robotic Process Automation (RPA) Hub

• The RPA Hub allows for automating repetitive tasks that involve interacting with user interfaces of other applications. ServiceNow's RPA integrates with digital workflows to further enhance process automation.

10. Agent Workspace and Agent Assist

• These features provide automation within the ServiceNow workspace, assisting agents by suggesting solutions, automating repetitive tasks, and streamlining case management.

11. Discovery and Service Mapping

• Discovery automatically identifies and maps IT assets, applications, and their dependencies across your network. This automation is crucial for maintaining an accurate CMDB (Configuration Management Database).

12. Event Management

• Event Management helps automate the monitoring and handling of events across your IT infrastructure, filtering and correlating alerts to reduce noise and identify root causes.

13. AI and Machine Learning

• ServiceNow uses AI and machine learning for predictive intelligence, automatically categorizing and routing tasks based on historical data. This automation improves efficiency and reduces manual errors.

14. Automated Testing Framework (ATF)

• ATF allows you to automate the testing of your ServiceNow instance, ensuring that new changes don't break existing functionality. It supports the creation and execution of test cases without manual intervention.

These automation capabilities make ServiceNow a powerful platform for streamlining operations and improving efficiency across various business processes.

[Mark Roethof]

Hi there,

Perhaps it would help if you explain the why behind your question. Now its just so wide open, perhaps you are a manager not familiar with ServiceNow at all and asking? Perhaps something else?

The answer given by @Sandeep Rajput , thats what you've could have done yourself also: ChatGPT.

[Sandeep Rajput]

@Mark Roethof Thanks for tagging. This type of open ended questions need descriptive answers and I feel chatgpt comes in handy in such cases. 

[WenddyS]

Hey there! 

In addition to the options mentioned above, it is also possible to use ServiceNow integration with third-party platforms to further expand its usage possibilities.
At Albato, for example, it is possible to create automations to connect the service to 800+ apps (https://albato.com/apps)