ServiceNow Basics - Everything You Ever Wanted to Know

3 minute read

Ok, so maybe "everything" is an overstatement. Because to ACTUALLY capture everything would require a Ph.D. – but this article is a good place to start. 

In today’s world, you never know when the next great disruption is coming, or where it will strike next. From FinTech startups disrupting legacy banks, the gig economy redefining hospitality and transportation, lightning-speed advances in telecommunications technologies or the race for healthcare providers to beat a global pandemic – things move quickly. And sometimes unpredictably. 

Enterprises throughout the world constantly reimagine their processes and reinvent their businesses to keep pace. The right technology increases business agility so they can change course on a dime – ready to tackle whatever the world throws their way. 

And this is where ServiceNow comes in. By listening to customers and transforming itself into the Platform of Platforms for enterprises, ServiceNow’s cloud technology creates workflows to break down silos, eliminate redundancy and help teams focus on meaningful work. Let’s take a deeper dive into each of these workflows and see how they work. 

IT Workflows 

As IT and technology shifted from “nice to have” to “need to have,” IT teams solidified their position within the organization. Teams overcame barriers like learning curves for end-users, improperly working technology and constant upgrades. ServiceNow evolved from a ticketing tool to process end-user requests more efficiently, into the robust platform enterprises use to improves efficiencies today. 

These “IT workflows” automate and process incoming data from service requests and route them to appropriate team members. They help companies address top pain points and give IT teams greater control over IT spend. And they help scale IT support quickly and easily. With ServiceNow, IT teams deliver superior experiences to employees across the enterprise. 

  • IT Service Management (ITSM) – helps employees solve technology solutions faster by consolidating IT tools on one cloud platform. 
  • IT Operations Management (ITOM) – solves IT problems before employees know about them – using platform data and analytics. 
  • IT Business Management (ITBM) – aligns IT priorities with business objectives across the enterprise. 
  • IT Asset Management (ITAM) – reduces risk by optimizing hardware, software and cloud costs – on a central system (CMDB) of record for IT. 
  • DevOps – brings IT operations and development together so they can innovate faster. 
  • Security Operations – builds cyber resilience and operational agility with SOAR and MITRE ATT&CK. 
  • Governance, Risk and Compliance – drives informed decision making with ServiceNow’s unified data environment. Empowers the front line with insights and tasks via chat, mobile apps and portals.  
  • Telecommunications Network Performance Management – streamlines responses to telecommunications network issues with machine learning and consolidated event data on the Now Platform. 

Employee Workflows 

While ServiceNow might begin with IT, the workflows don’t end there. As teams see how well the platform streamlines IT, they’ll want to streamline workflows in other departments. And make work better across the enterprise. 

A competitive job market requires employers to deliver a stellar employee experience if they want to recruit and retain top talent. Today’s remote workforces are distributed throughout the world. To keep teams connected, you need an enterprise platform that’s up to the task. Employee workflows help you reinvent your organization for the 21st century by boosting engagement and productivity, creating a safe, efficient workplace. Here’s a list of ServiceNow’s employee workflows. 

Customer Workflows 

Why are you in business? Oh yeah, right. Your customer. They’re why you’re in business. Don’t lose sight of that. ServiceNow’s customer workflows put the service back in customer service. Customer workflows connect the contact center and operations - delivering a seamless experience that drives customer loyalty. Customer workflows can also help you scale customer operations and optimize field service. 

Creator Workflows 

ServiceNow’s biggest innovation yet. Now anyone who has an idea for making their work more efficient can create a workflow and submit it to IT for approval. Meanwhile, IT has time to work on more complex issues. 

  • App Engine – empowers more creators with a low-code studio so intuitive anyone can create a workflow. 
  • Integration Hub – reduces cost and complexity for ServiceNow integrations by connecting ServiceNow workflows to critical business systems and simplifying cross-enterprise automation. 

Around the world, businesses make decisions around doing business remotely. ServiceNow helps keep businesses up to speed by connecting employees wherever they are – and creating seamless experiences through workflows. 

As a ServiceNow Elite Partner, Crossfuze has deep experience helping companies become more efficient and effective with the ServiceNow Platform. If you’d like to learn more about ServiceNow and the Now Platform or see a demo of how these workflows work, reach out at 

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