IT functions, how to create and extend workflows through low-code development

In the era of digital transformation, IT function It has become the infrastructure core of the business, even in industries that have not yet been realized. This is such an important area that more and more companies and organizations are adopting IT service management solutions to improve the process efficiency of this function and respond to business needs in a timely manner.

It is because of the continuous evolution of business requirements, but sometimes some are necessary New workflow Can exceed the scope and functionality of the pre-configured solution Information Technology ManagementNew workflows are often copied in ad hoc development, and may be copied on external platforms, which can lead to inefficiency, difficult to copy, and endanger the automation of the same workflow in the case of updates and changes.

More than 1,000 ServiceNow customers expand IT workflow

In response to this critical issue, Serve immediately Based on his solution IT Service Management (ITSM) exist Platform now, Which allows-through application development tools Low code From ServiceNow Application Engine -Quickly create new applications to locally extend pre-configured workflows or define new workflows in ITSM.

In other words-as the e-book explains more fully “Create new value and function in IT workflow” -ServiceNow App Engine enables IT teams to proactively keep up with changing business needs.More importantly, it doesn’t require you to resort to Professional developer, e Don’t even write code.

Now Platform actually provides intuitive graphical tools that allow you to define new applications with just a few clicks. Using ServiceNow’s no-code, low-code development framework, it is not difficult to add new business logic to the application. More than 1,000 ServiceNow customers have expanded their IT workflow and automated processes, which were previously considered non-automated, sometimes in just one day.

Main features of the current platform

The Now platform provides a variety of functions to quickly build applications to expand and adjust IT workflows:

• Integration Center: By simplifying the interaction with systems, equipment and external data sources and the automation of work processes, reducing manual work to reduce added value.

• App Engine (Studio): Graphical environment with predefined templates and easy-to-use low-code tools, even non-professional developers can create custom workflows and applications on the Now platform.

• Process designer + mobile studio: The first to automate business processes by defining business processes as digital workflows across different departments and departments, applications, and business systems. With an intuitive designer, Mobile Studio allows you to develop and distribute native mobile applications.

• Service-aware CMDB-Save time by customizing the service data model.

• Work area + predictive intelligence-Improve the productivity of knowledge workers in a single view, and provide comprehensive context, artificial intelligence-supported analysis and suggestions to quickly solve problems.

• Now experience + mobile + virtual agent + service portal/catalog, knowledge-Satisfy users by providing an intelligent self-service environment and a modern consumer-level multi-channel experience that quickly accesses information that best suits their specific needs.

Five ways to extend IT workflow

Here are five ways that Now Platform allows you to extend and extend your IT workflow:

-Adjust existing IT workflow: ServiceNow products have everything needed to effectively manage an organization, but they are not strict. Many customers add custom fields or change workflow steps to meet specific needs.

-Create new IT workflowAs we have seen, customers often need to create IT workflows that are not provided in a pre-configured manner, usually for specialized tasks. With App Engine and IntegrationHub, almost any process can be automated.

-Enriching IT workflow experience: People expect an omni-channel experience.This is how ServiceNow allows you to extend your IT workflow to mobile devices and So as to provide employees with the best digital experience anytime, anywhere.

-Link IT workflow with external systems: IntegrationHub provides more than 100 pre-configured integrations, allowing even the most complex workflows to be fully automated.

-Integrate predictive intelligence into IT workflow: Predictive Intelligence uses AI to classify large-scale activities, events, and cases, and applies machine learning to propose problems and improved solutions, and identify the similarities between failures and failures.

Two real cases

Finally, let us look at several examples of IT service management extensions based on real cases of ServiceNow customers through applications developed using App Engine. Other examples are provided in the e-book “Creating New Value and Functionality in IT Workflow”, which can be downloaded at this link.

the first is Loan plan Manage employee requests for devices (laptops, smartphones, etc.). During the pandemic, corporate IT capabilities have been tested in this regard, and smart work must be realized within a few days, sometimes even for all employees.

The value of this application is to improve the user experience because it transfers employee requests from forms on web pages to mobile interactions through ServiceNow virtual agents. Therefore, employees can perform operations on their smartphones in a few seconds and scan the QR code with the camera. This is a noteworthy but relatively simple change that takes advantage of the company’s powerful pre-existing ITSM database.

More precisely, the new workflow of the loan program includes the following stages:

1. The employee initiates a request using information about the equipment required and the type of equipment and the loan period.

2. If the request is outside the scope of the policy, the system will report and request the manager to explain the reason and approve it.

3. The IT support receives the information and fulfills the request by identifying the equipment to be assigned to the warehouse and delivering it.

4. The inventory is automatically updated, and the availability of the equipment in the system is always kept consistent with the actual equipment in the warehouse.

The result is a leaner and more intuitive experience for employees and IT to meet loan needs.

The second example is about an application to extend IT staff development plan.

The customer has multiple core HR systems such as Workday, HCM Oracle and PeopleSoft, as well as learning platforms such as LinkedIn Learning and Microsoft TechNet, but ServiceNow connects all these systems through IntegrationHub. Another innovative element is artificial intelligence. This application uses machine learning capabilities to import and interpret training course data, provide suggestions, and recommend relevant courses based on completion history.

The IT staff development plan workflow includes the following steps:

1. The IT manager reviews the employee skills and career goals imported from Oracle HCM.

2. Assign training activities to employees.

3. Notify employees of new activities and complete training courses.

4. Obtain course certification and notify the administrator to pass the review.

5. The base Oracle HCM has been updated.

Then provide training, notify interested parties, and update the registration system with just a few clicks.

Answers to the challenges of today’s IT function

in short Application engine Is the answer Serve immediately Meeting the challenges of today’s IT function: Changing business needs continue to require new applications and workflows, but there have never been enough professional developers to meet this need through high-quality, fast-to-market products that integrate with existing systems, and will not cause them when needed Further questions are modified or scaled.

In fact, with the help of ServiceNow App Engine, professional developers, line-of-business technicians (citizen developers) and low-code developers can work on the same platform individually or in teams to create local and functional systems faster. Integrated application. There is no risk of inefficiency, difficulty in modification, or interruption of the automated process of the digital process of IT operations.