Workflow Best Practices Introduction

Goals

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• Define ServiceNow Workflow and its purpose
• Take a tour of the Workflow Editor
• Make a workflow!
• Complete Labs that introduce you to the Workflow UI features 
• Learn the difference between a Workflow Version and Workflow Context

   

What is ServiceNow workflow?

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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.
• Activities can process inputs from other Activities 
• Activities can provide output for other Activities to process
• 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

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

• Automation 
• Workflows are reusable
• 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?

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• 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

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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