Summary

In this chapter, we discussed how ServiceNow provides process automation capabilities to the organization through multiple technical platform components. These components are either specialized for specific purposes, such as HR Service Delivery, or are generalized and used as building blocks for process automation across use cases, such as Flow Designer.

Not all processes are great candidates for automation immediately, and before a team begins the process of automating a process using the platform, they should do preparatory work to identify and prepare foundational data and remove ambiguity in decision-making in the existing process so that it can be easily automated.

Finally, we discussed how thoughtful design and the use of technical platform components can improve reusability, allowing teams to quickly deliver new automation, leveraging existing pre-configured capability. The creation of reusable components decreases the risk and complexity of new configurations...