Mastering IT Workflow Optimization with ServiceNow: A Step-by-Step Guide 

Mastering IT Workflow Optimization with ServiceNow: A Step-by-Step Guide 

In the IT landscape, ensuring seamless processes is essential. Businesses often wrestle with managing IT effectively, facing bottlenecks and delays. If this sounds familiar, you’re not alone.

Through this resource, we discuss how ServiceNow can streamline your IT processes, such as problem management, change management, incident management, and configuration management. Let’s also look at some of its integrations and features, such as chatbots, machine learning, and orchestration. Welcome to the path of IT workflow optimization.


ServiceNow: What It is and How It Works 

Currently, companies are in need of more tech talent to manage their processes. Your business may be one of them given that the tech unemployment rate was 2.2 percent in March 2023. Additionally, open positions in the tech industry rose by as much as 77,000 month-over-month.¹

If you’re looking to better handle your tasks and boost your team’s output to tackle the talent shortage, consider automating some of your activities.

Around 19 percent of U.S. workers currently interact heavily with AI in their jobs.² This means AI can assist or even replace their main tasks. Moreover, it’s predicted that by 2030, about 30 percent of work hours could be automated.³

Consider using ServiceNow, a cloud-based platform with a toolkit to automate your IT management tasks. ServiceNow offers specialized software for various industries, so there’s likely one that suits your needs. It automates your organizational processes and ensures consistent, user-friendly experiences. This can enhance your operational efficiency by simplifying and automating your regular tasks.

Related Reading: Payrolling Services: Your Cost-Saving Secret Weapon 


Streamline and Enhance Your IT Process: A Guide to Harnessing ServiceNow 

If you have decided to harness ServiceNow, here is a guide to help you improve IT processes through ServiceNow.


1. Map out your process and identify your current and possible challenges.

  • Process mapping: Start by creating a comprehensive map of your existing IT processes. List each step involved and note who is responsible for each task. This will give you a clear overview of your current workflow.
  • Identify challenges: Identify the key challenges your IT team is facing. These could be bottlenecks, delays, or areas where errors frequently occur. Pinpoint specific stages or tasks where these challenges are most prominent.
  • Automation opportunities: Examine your process map to identify tasks that can be automated using the ServiceNow platform. Determine repetitive, manual tasks that can be streamlined through automation. This step is crucial for reducing workload and potential errors.
  • Set goals for the optimization: Determine why you want to improve your IT workflows and what specific outcomes you aim to achieve. For instance, set goals for the number of inquiries chatbots can handle to enhance customer support.


2. Identify the experts to handle the optimization.

Identifying the right experts for workflow optimization is crucial for a successful integration of ServiceNow. Here are some key individuals who should be involved in the planning:


IT Team Members with ServiceNow Expertise 

If you already have team members who are familiar with ServiceNow, they are invaluable resources. Their expertise can provide insights into the optimization process, and they can actively contribute to the implementation and configuration of the ServiceNow-powered workflow.


Process Owners 

Process owners are very familiar with what will and won’t work for them and their teammates. These owners’ insights should be gathered as they are more familiar with your original workflow. They’ll surely have valuable ideas on the existing workflow, pain points, and goals for improvement.


Employees Who Use the Processes 

Don’t overlook the end users of the IT processes. Their feedback is essential for understanding how the optimization will impact their daily tasks and responsibilities. Involving end users in the planning phase can lead to a more user-friendly and efficient workflow.


ServiceNow Experts 

Consider engaging ServiceNow consultants or experts who specialize in workflow optimization. They can provide guidance on the best practices as well as recommendations for customization and ensure that you’re maximizing the benefits of the platform.

Appoint a project manager to oversee the optimization process. This individual should be responsible for coordinating efforts, setting timelines, and ensuring the project stays on track.

Additionally, having an executive sponsor who supports the optimization initiative at the leadership level is essential. This sponsor can provide the necessary support, resources, and buy-in from the organization.

These members have experience in using ServiceNow and can guide everyone involved in the best practices of the platform. They can also provide support and assist in the training of other employees who are new to using the platform.

You can either hire an expert who is already experienced in handling ServiceNow or train your current IT members. ServiceNow provides training programs and professional certifications for those who are interested in adding to their skill set.

Some of the certifications your members can get are focused on becoming a Certified Application Developer, Certified Implementation Specialist, and Certified System Administrator.

Related Reading: 2023 Strategies for Upskilling and Reskilling Your Workforce 


3. See which ServiceNow products can help you.

ServiceNow offers a range of specialized products designed to address various industry-specific needs. Understanding which ServiceNow products can best support your organization is a crucial step in the optimization process. Here’s an overview of some key ServiceNow products:

  • IT Operations Management (ITOM) – Ideal for optimizing IT infrastructure and operations.
  • Customer Service Management (CSM) – Provides tools for managing customer inquiries, requests, and cases.
  • Automation Engine – Enhances efficiency by reducing manual intervention and human error.
  • App Engine – Allows organizations to create custom applications and workflows tailored to their unique requirements.
  • Security Operations (SecOps) – Focuses on improving cybersecurity and threat response.
  • Governance, Risk, and Compliance (GRC) – Streamlines compliance processes and reporting.
  • Strategic Portfolio Management (SPM) – Enables better decision-making by prioritizing projects based on strategic goals.


4. Explore the Now Platform features you might need.

In addition to its specialized products, the ServiceNow Now Platform offers a range of features and integrations designed to enhance and streamline your organization’s operations. These features can help you connect, digitize, and automate processes across your business, fostering a more efficient and collaborative work environment. Here’s an overview of some key Now Platform features:

  • Virtual Agent – intelligent conversational chatbots to provide instant support and information to customers and employees.
  • Admin Center – helps admins find and configure apps to enhance productivity.
  • AI Search – personalized search results for customers and employees to improve search functionality.
  • ServiceNow Vault – increases security and protects sensitive data.
  • Employee Center – a unified portal for requesting services.
  • Performance Analytics – data-driven and can help you anticipate trends and increase efficiency.
  • Automation Discovery – helps you discover opportunities for automation and reduce operational costs.


5. Harness the products and tools of your choice.

Now that you’ve assembled your team and selected the ServiceNow products, it’s time to put them to work. Apply these changes and automate your workflows to boost your efficiency.


6. Monitor and measure the changes you’ve implemented.

Enhancing your workflow doesn’t stop with implementation. Monitoring and measuring should be part of your routine. For instance, regularly assess the impact of ServiceNow on your workflow, ideally weekly or monthly during the initial stages. Check in with your team to identify any new challenges and address them promptly.

Leverage the data collected through the platform and feedback from your employees to continuously refine your ServiceNow processes. This ongoing improvement cycle ensures that you make the most of your ServiceNow investment and maintain optimal efficiency.


Empower your team and elevate your processes with ServiceNow.

In a world where tech professionals are in high demand, ServiceNow can be your ally in empowering your existing team. While you’re in the process of expanding your workforce, optimizing your team’s workflow is the key to efficiently managing workloads and boosting productivity. Together, you can achieve the results you aim for.



When it comes to optimizing your workflows, you deserve nothing but the finest industry experts. Let the Davis Companies help you connect with them. We have a team of recruiting experts committed to helping your business succeed.

Davis Companies can help you find top-quality candidates in engineering, professional, technical & IT, and manufacturing fields through contract, contract-to-hire, and direct-hire setups. Get in touch with us today to start your process optimization with your newfound ServiceNow expert and other IT professionals.



1 “Cracking the Code on Digital Talent.” McKinsey & Company, 20 Apr. 2023,

2 Kochhar, Rakesh. “Which U.S. Workers Are More Exposed to AI on Their Jobs?” Pew Research Center, 26 Jul. 2023,

3 “Generative AI and the Future of Work in America.” McKinsey & Company, 26 Jul. 2023,

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