Workflow Automation with ServiceNow

ServiceNow is the undisputed leader empowering organizations to unlock seamless, AI-driven workflow automation. Yet many organizations struggle to move past basic technical setups into true business-aligned orchestration.

The book starts by explaining the core and advanced parts of the ServiceNow platform, showing how it can grow from a local tool into a full enterprise backbone. It highlights that strong automation begins with clear, well-structured processes and then builds on those foundations to create scalable workflows supported by artificial intelligence (AI). The book also covers the major workflow families across IT, employee, customer, and technology and governance, while stressing the role of the CMDB as the single source of truth that supports connected automation. It closes by outlining what organizations need to sustain and expand their automation goals, including strong governance, clear change practices, and readiness for a future shaped by intent-driven workflows and AI-supported operations.

By the end of this book, the readers will have the clarity, structure, and practical thinking needed to design and run large-scale AI-driven workflow programs on ServiceNow with confidence.

WHAT YOU WILL LEARN
● Understand core and advanced concepts of the ServiceNow platform.
● Discover and design clear processes that support reliable, scalable automation.
● Shape workflow strategies that guide modular, adaptable future solutions.
● Use AI to accelerate and enhance workflow design and operation.
● Connect IT, employee, customer, and technology workflows effectively.
● Drive adoption, governance, and scale across the organization.

WHO THIS BOOK IS FOR
This book is for developers, QA testers, architects, business analysts, and CXOs. It empowers consultants and managers to implement scalable governance and AI-driven design, focusing on value realization and strategic adoption beyond simple coding.

SECTION I: Foundational Concepts for Workflows
1. The Hyperautomation Mindset
2. Overview of the ServiceNow Platform
3. Advanced Constructs of ServiceNow
SECTION II: Framework and Pre-requisites
4. Processes Before Workflows and AI
5. Designing Automated Workflows
6. AI-driven Workflow Design Lifecycle
SECTION III: IT Workflows - Powering IT Service Excellence
7. ServiceOps with Intelligent IT Workflows
SECTION IV: Employee and Customer Workflows - Creating Human Experiences
8. Connected Employee Workflows
9. Unified Customer Workflows
SECTION V: Technology Workflows - Enabling Secure, Intelligent Operations
10. Technology Workflows
SECTION VI: Enterprise Alignment and the Road Ahead
11. Configuration Management Database as the Heart
12. Designing for Adoption and Scale
13. The Future of Workflow Automation
Appendix

Viraj Awati, with about 22 years of experience across technology, leadership, and digital transformation, works at the intersection of strategy, execution, and operating models. His career spans large scale enterprise initiatives covering workflow automation, platform transformation, AI adoption, and organizational change across global environments. He has worked with more than 50 enterprise customers across nearly 20 countries, gaining deep exposure to diverse operating models, regulatory contexts, and delivery realities.

He has led complex automation programs, established Centers of Excellence (CoEs), designed scalable delivery frameworks, and supported sustained business and operational outcomes. His work focuses on translating intent into systems that can be built, governed, and operated over time, rather than treating automation as a one-time implementation.

Beyond enterprise delivery, Viraj is actively involved in leadership mentoring and career guidance. He actively contributes to initiatives supporting underprivileged students pursuing undergraduate education.

In workflow automation with ServiceNow, he brings these perspectives together to present a structured approach to building automation that scales and endures.