Intelligent Automation and ServiceNow
Posted on 14 Mar 2021 · 1 min read
ServiceNow is not only your system of record or system of engagement. ServiceNow can be one of your main assets on your journey toward intelligent automation.
I don't think about a ServiceNow engagement as just a project. I think about it as a chance for the customer to intelligently automate their processes and digitally transform their organisation.
What is Intelligent Automation?
Intelligent automation is the combination of:
- Robotic Process Automation (RPA) — automating repetitive, rule-based tasks
- Artificial Intelligence (AI) — enabling the system to learn and make decisions
- Process Orchestration — coordinating work across systems, teams, and technologies
ServiceNow sits at the centre of this model as the orchestration layer — it connects the dots between people, processes, and technology.
How ServiceNow Enables It
- Flow Designer and IntegrationHub let you automate end-to-end processes without custom code, spanning multiple enterprise systems.
- Virtual Agent uses Natural Language Understanding to handle routine interactions, freeing human agents for complex cases.
- Predictive Intelligence uses machine learning to route work, suggest knowledge, and detect anomalies before they become incidents.
- Process Mining gives visibility into how processes actually execute, revealing bottlenecks that automation can address.
The Right Mindset
The difference between a good ServiceNow engagement and a transformative one often comes down to mindset. A narrow project mindset delivers a configured system. A transformation mindset delivers an automated, intelligent platform that continuously improves.
When you sit down with a customer, don't just ask what do you need the system to do — ask what decisions and tasks should humans not have to make or do anymore?