Automation

 

🔧 ServiceNow Automation Overview

ServiceNow automation means using tools within the platform to automate manual tasks, workflows, and integrations. It improves efficiency, reduces human error, and speeds up service delivery.

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🧰 ServiceNow Automation Tools

Tool	Description	Use Case
Flow Designer	No-code/low-code tool to build automated flows	Automate approvals, notifications, data transfers
Workflow Editor	Visual drag-drop interface to build complex workflows (legacy)	Automate change/request management
Script Includes / Glide APIs	Server-side JavaScript to automate logic and data processing	Advanced backend automation
Business Rules	Triggered on CRUD operations (create, read, update, delete)	Automatically update records or validate input
Scheduled Jobs	Automate tasks at specific times	Run daily reports, cleanup old data
UI Actions (Buttons/Links)	Adds interactive elements that perform automation when clicked	Automate scripts from UI
UI Policies / Client Scripts	Automate UI behavior	Show/hide fields, make fields mandatory
Auto Assignment Rules	Automatically assign tasks to users/groups	Reduce manual routing
ATF (Automated Test Framework)	Automates test cases in dev/test environments	Ensures functionality during upgrades
IntegrationHub (IH)	Automate workflows across external systems via APIs	Send data to/from 3rd party apps
Orchestration	Extends Flow Designer to automate external system tasks (e.g., SSH, PowerShell)	Reset passwords, run remote scripts
ServiceNow RPA Hub	Full RPA tool to automate tasks in legacy systems without APIs	Automate Excel, desktop, Citrix
Virtual Agent Designer	Build automated chatbots that resolve issues without human agents	Automated support via chat
Decision Tables / Decision Trees	Automate conditional logic via configuration	Automate routing, approvals

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🧱 ServiceNow Automation Modules (by Product)

1. ITSM Automation Modules

Module	Description
Incident/Problem/Change Automation	Automates ticket lifecycle and routing
Auto Assignment Rules	Automatically assigns tasks to groups/users
Major Incident Management	Automates escalation and communication of major outages
Knowledge Management Automation	Auto-publish or retire articles based on rules

2. ITOM Automation Modules

Module	Description
Discovery	Automates discovery of infrastructure & apps
Event Management	Automates alert correlation and incident creation
Orchestration	Automates IT tasks (password reset, server restart)
Service Mapping	Auto-maps business services to infrastructure
Cloud Management	Automates provisioning of cloud resources

3. ITAM Automation Modules

Module	Description
Hardware Asset Management (HAM)	Automates asset lifecycle (procurement to disposal)
Software Asset Management (SAM)	Automates license compliance and usage

4. CSM (Customer Service Management) Automation

Module	Description
Case Routing & Escalation	Auto-assigns and prioritizes customer issues
Virtual Agent	Automates Tier-1 support
Workflows for Returns, Repairs	Auto-creates tasks for RMA, replacements

5. HRSD (Human Resource Service Delivery) Automation

Module	Description
Onboarding / Offboarding Automation	Automates employee lifecycle tasks
Case Management	Automatically assigns HR tasks to appropriate HR agents
Employee Service Center	Automates access to HR articles, FAQs

6. Security Automation (SecOps)

Module	Description
Security Incident Response (SIR)	Auto-generates and routes incidents from threat feeds
Vulnerability Response	Auto-maps vulnerabilities to assets
Threat Intelligence	Automates enrichment and scoring of threats

7. GRC (Governance, Risk, Compliance) Automation

Module	Description
Policy and Compliance	Automatically checks compliance
Risk Management	Automates risk assessment and mitigation
Audit Management	Automates audit evidence collection

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🧠 Skills Required for ServiceNow Automation

🔰 Beginner Skills

• Understanding of ServiceNow interface and basic navigation

• Knowledge of tables, forms, lists, and fields

• Basic flow creation in Flow Designer

• Creating UI Policies and Client Scripts

• Using Catalog Builder to automate catalog items

⚙️ Intermediate Skills

• Business Rules and Script Includes

• GlideRecord, GlideForm, GlideSystem

• Creating and using ATF test cases

• IntegrationHub: Spokes, REST/SOAP API integrations

• Scheduling Jobs (Scheduled Script Executions)

• Working with Data Policies and UI Actions

🧠 Advanced Skills

• Orchestration with SSH, PowerShell, and JDBC

• Building Decision Tables and using Scripted Flows

• Advanced scripting: GlideAjax, GlideQuery

• Creating Scoped Applications with automation logic

• Developing RPA bots using ServiceNow RPA Hub

• Automating external system workflows using MID Server

• Debugging automation using Script Debugger and Logs

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🔄 How These Work Together (Example Use Case)

Use Case: Automating Employee Onboarding
Automation Tools/Modules Involved:

• Flow Designer: to kick off the onboarding process

• HRSD module: to manage onboarding tasks

• Orchestration: to create AD account, email ID

• IntegrationHub: to send data to external HR system

• ATF: to test the onboarding workflow

• Notifications & Business Rules: to inform stakeholders

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🛠️ Suggested Learning Path (Step-by-Step)

1. Basics

   • Understand ServiceNow UI

   • Learn about tables, forms, lists

2. Client-side automation

   • UI Policies, Client Scripts

3. Server-side automation

   • Business Rules, Script Includes, GlideRecord

4. Automation Tools

   • Learn Flow Designer, IntegrationHub, ATF

5. Modules

   • ITSM automation → HRSD → ITOM → Orchestration

6. Advanced Automation

   • RPA Hub, Decision Tables, Event Management

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📚 Certification Suggestions

Certification	Focus
Certified System Administrator (CSA)	Basics + automation logic
Certified Application Developer (CAD)	Build apps & automation
ITSM/ITOM/HRSD Certifications	Automation in specific domains
Flow Designer and IntegrationHub Microcertifications	Specialized automation