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ServiceNow Workflow Guide

A ServiceNow workflow automates multi-step processes by defining a series of activities that follow execution paths. Activities include instructions like scripts, logs, approvals, and timers. Workflows use conditions and table associations to determine when to start, execute, continue, and end. They are used to standardize processes like service requests, changes, approvals, and more. Workflows are appropriate when automating defined, repeatable processes, but not if the response to every transaction cannot be standardized or if end conditions are not defined.

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135 views2 pages

ServiceNow Workflow Guide

A ServiceNow workflow automates multi-step processes by defining a series of activities that follow execution paths. Activities include instructions like scripts, logs, approvals, and timers. Workflows use conditions and table associations to determine when to start, execute, continue, and end. They are used to standardize processes like service requests, changes, approvals, and more. Workflows are appropriate when automating defined, repeatable processes, but not if the response to every transaction cannot be standardized or if end conditions are not defined.

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Dx Cat
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Workflow

Description

What is a ServiceNow workflow?


Part of the ServiceNow platform that automates the multi-step process.

 A Workflow is defined as a series of Activities that follow execution paths.


 An Activity is a set of instructions that can include script, logging, approvals, record processing,
timers, and wait time.

o Activities can process inputs from other Activities 
o Activities can provide output for other Activities to process
o Processing continues as the Activity determines which execution path to follow upon
completing its work
 Workflows use conditions and their table associations to determine when to start, execute,
continue, and end.    

Benefits of workflows
Part of the ServiceNow platform that automates the multi-step process.

 Automation 

o Workflows are reusable


o Workflows can call other workflows (called subflows)
 Expansion of Self-Service offerings 
 Standardization of processes
 Feedback to stakeholders in a timely fashion (stages, notifications)

Where are workflows used?


 Service Catalog Item Request
 Routine Change
 Comprehensive Change
 Emergency Change
 Contract Approval
 SLAs
 Procurement Process
 Grant Role to User
 Delegate Roles to Group Members

When to use a workflow and when not to use a workflow


When to use a workflow: 

 Automate a defined, multi-step process


 Automate a repeatable process
 When logic can be modularized
 When a standard response is needed for every table Glide Record transaction insert, update,
delete, and create
When not to use a workflow: 

 If a response to every transaction cannot be standardized when set, workflows execute on every
Glide Record transaction
 For example, if a workflow is defined for the Request [sc_request] table, the workflow runs on
every insert, update, delete, and create 
 If end conditions are not defined. 

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