A ServiceNow Workflow Handbook

Making employee
journeys unforgettable
Rethinking the work experience to boost productivity and
engagement for your hybrid workforce

Featured:
HR Service Delivery, Workplace Service Delivery, Legal Service Delivery,
Procurement Service Management, Safe Workplace Suite, App Engine, IntegrationHub
A ServiceNow Workflow Handbook | Unforgettable Journey

Whatever your business is facing,

let’s workflow it!
More than $3 trillion has been invested in digital transformation over
the last three years, but too much of that has been funneled into point
solutions that have failed to solve for the needs of the modern enterprise
– like boosting employee productivity and engagement. In fact, all that
capital has only led to a 26% return on investment for organizations.
Companies need to drive growth, increase productivity, and strengthen
business resilience—and niche software is just a bandage during this
new normal.1

Now is the time to push forward and take the lead on your own digital
transformation. At ServiceNow, we make the world of work, work better
for people anytime, anywhere, in any environment. That means creating
seamless experiences with cross-enterprise digital workflows to connect
people, places, functions, and systems.

Let’s dive in and explore how digital workflows can deliver awesome
enterprise-wide employee experiences for all areas of your organization.

Workflow (n):
Digital workflows simplify any business and keep it
on course. Automate multi-step processes that occur
between any combination of people and systems, like
requests, approvals, decisions, and actions, to help
companies achieve better business outcomes.

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A ServiceNow Workflow Handbook | Unforgettable Journey

The questions you should now

be asking
We’ve all made the shift to supporting a hybrid workforce, where the line
between on-site and remote workers has all but vanished and work is Employees are able to
getting done where and whenever it needs to happen. Now that we know
that we can succeed in this new working world, it’s time to figure out how
80% self-service up to 80%
we can thrive. of their repeat inquiries
It starts with the employee experience. Not the snacks in the kitchen, but
how your people navigate and access the information and solutions they
need to be engaged and productive.
Source: The Total Economic Impact of ServiceNow HR Service Delivery, Forrester, 2021
• C
 an your people interact with HR, legal and workplace services as easy
as they can with IT?
• Is there one place to go to for all their moments of need, and can that
be accessed on mobile?
• Are you using automation and self-service to deflect mundane tasks from
your valuable service teams?
Using cross-departmental
• And, most importantly, can they do all this with the same ease as calling workflows, IT time savings
for a rideshare or ordering take-out?
can reach $2.5 million
The employee experiences you’ve provided over the last few years may in value
seem sufficient, but if you haven’t yet addressed the capabilities highlighted
above, then you still have more to do to create awesome, consumer-grade
experiences that help keep your workforce loyal and motivated. $2.5m
In the wake of workplace disruptions, many C-Suites have come together
for the first time to care about employee experience, so there has never Source: The Total Economic Impact of ServiceNow HR Service Delivery, Forrester, 2021
been a better time to reinvent the way your organization works. Take
advantage by making moments unforgettable and boosting productivity
and engagement.
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A ServiceNow Workflow Handbook | Unforgettable Journey

How to use this handbook:

Every organization is different, but we want to offer
insights and ideas on how to plan and execute your own
successful employee engagement and readiness efforts.

Part 1
1 The top three challenges that frustrate
employees, and the compelling outcomes
you can achieve

Part 2
2 See how your peers are creating unforgettable
employee experiences

Part 3
3 The ServiceNow workflow solutions that help you
boost employee productivity and engagement

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A ServiceNow Workflow Handbook | Unforgettable Journey

PART 1

The top three challenges that frustrate employees—and the workflows

that can solve them
We’ve talked to our customers, and no matter the industry, there are typical issues confronting HR and other service delivery teams every day
that result in inefficiency and poor experiences on both sides of a request. But there are intelligent and proactive solutions that can rectify
these challenges and yield real payoffs to the business.

PROBLEM 1 ANSWER OUTCOME

Get support and guidance Improve business agility by
anywhere, anytime A unified service experience is a must accelerating enterprise-wide
have, giving employees access access transformation
Digital transformation has taken hold, to request help and guidance from any
and now your employee can work department regardless of location or
somewhat comfortably from the office, device. They can request support in one • A unified experience that supports
their home, or a coffee shop down the single place, where it is automatically your hybrid workforce from anywhere
street. But if something goes awry, will routed to the appropriate department, • Automating cross-departmental work
they be able to get the same support keeping everyone agile and productive. for improved shared services efficiency
with a latte in their hand as they would • Connect systems, apps, and data
at their desk? A lot of companies have with powerful digital workflows for
digital solutions for this, but the employee complete visibility
experience it’s still too disjointed across
various departments.

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A ServiceNow Workflow Handbook | Unforgettable Journey

PROBLEM 2 ANSWER OUTCOME

Meet employees how and where Increase the productivity of your
they choose to work Use self-service to standardize how workforce from anywhere
employees can discover solutions,
Submitting for an office move should be policies, and processes from all
as easy as requesting a new computer, departments. Eliminate common and • Deliver self-service experiences so
but all too often different teams have repeated inquiries by giving employees that employees can quickly get what
different ways of providing service a place to go to their own answers and they need
delivery. Learning different processes provide an easy transition for those with • Deflect service requests by proactively
can be nightmare for your workforce. more complex issues. providing employees with standard
Do you want your people searching answers to commonly asked questions
for proper procedures and finding forms • Help employees connect across
or do you want them doing their job? multiple channels to meet them where
they choose to work

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A ServiceNow Workflow Handbook | Unforgettable Journey

PROBLEM 3 ANSWER OUTCOME

Creating a safe workplace Deliver modern workplace services
for employees Provide your employees flexible work
experiences that allow your workforce
A workplace should be a comfortable to conduct business anywhere. And • Deliver the right digital experience for
environment for your organization, if they are returning on-site, manage each phase of your reopening
but with global pressures shifting how and simplify safe workplace processes • Give your workforce the simplicity of
companies must work, informing and with automated tools that can reserve interactive maps and automated tools
protecting your teams have both common spaces to maximize occupancy, for visitor management, requests, and
become priorities. Ensuring proper social minimize and track contact, and monitor reservations
distancing, sanitizing common areas, PPE and cleaning products with the • Get a real-time view of workplace
accommodating for a hybrid workspace, ability to auto-replenish. Use workflows services, requests, assets, and cases to
and monitoring health are now to manage the details so you can focus uncover valuable insights, trends, and
requirements to maintain a productive on the readiness of your workforce. opportunities
workforce, and most companies are still
figuring out how to do it.

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A ServiceNow Workflow Handbook | Unforgettable Journey

PART 2

It’s time to workflow employee productivity and engagement

Want proof that it pays off to invest in employee experiences? Keep reading to learn how companies like yours are benefitting from:

• Facilitating the search for HR, workplace services, and IT support

• Providing mobile self-service experiences

• Managing a safe and efficient workplace

• Striving for intelligent, simple experiences that support work

from anywhere

And now we’ll explore each of these payoffs in greater detail.

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A ServiceNow Workflow Handbook | Unforgettable Journey

Don’t force your employees to search for

HR, workplace services, and IT support

Employees are on their own unique career journeys with their organizations, and each path
is fluid and dynamic. Disconnected processes, departments, and systems have a direct
impact on any organization's ability to deliver great employee experiences and hampers
engagement. Resources should be personalized to your people’s needs, and tools that
connect all the departments they’ll interact with—from HR and IT to legal, procurement,
and workplace services.

ServiceNow can automate complex cross-departmental employee journeys, such as

re-boarding furloughed workers, guiding the flow of work across the enterprise. ServiceNow
HR Service Delivery is ready out-of-the-box, with the added flexibility that comes with
creating custom workflows through App Engine at your disposal. Our unified platform will
improve productivity for your service teams and deliver great employee experiences for the
moments that matter.

CUSTOMER SPOTLIGHT

There was a clear case for reducing the complexity and

consolidating down to one, global support portal. But the
biggest opportunity was scale. We wanted a platform that
By rethinking the way support services are could easily scale with the business.
delivered to employees and customers Andreas Henrich
Boehringer Ingelheim transformed service Global Head of IT Enterprise Data Services,
delivery to provide a MyServices portal for Boehringer Ingelheim
all employees.

40 different employee support units

accessible from one portal

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A ServiceNow Workflow Handbook | Unforgettable Journey

Mobile self-service experiences matter

The world of work has changed. Employees don’t want to look at a bulletin board in
the break room for the latest company update. They want to see policy changes or
find solutions anywhere and everywhere, and organizations are now challenged
with reinventing how they support the needs of a hybrid workforce. Providing a simple
mobile-friendly self-service experience for requesting HR, IT, and workplace services
is now essential.

ServiceNow increases agent efficiency by delivering mobile self-service access to all HR,
IT and workplace services for employees, helping deflect and instantly resolve repetitive
employee requests from anywhere. Employees can get their questions answered on their
timeline, and if that fails, they can quickly open a request with a swipe.

CUSTOMER SPOTLIGHT

With employees based at head office, retail service

centers, and retail stores across the province, providing
HR, IT, and finance information and services anytime and
ServiceNow helped LCBO deliver consistent on any device has improved our employee experience.
employee services as part of a broad-reaching
Robert Martire
digital transformation initiative, giving access Manager of Service Management, LCBO
to intuitive, responsive HR, IT, and financial
services anywhere and anytime with a unified

600
portal and Now Mobile. downloads of the mobile app
within the first week of going live

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A ServiceNow Workflow Handbook | Unforgettable Journey

Manage a safe and efficient workplace

Your people are returning to work with a mixture of excitement and trepidation. Things
will be different. As a leader, you must know how your employees feel emotionally and
physically, while ensuring the workplace is properly configured with safety as a top priority.
COVID-19 has reshaped how and where employees work, so build confidence in your
organization by having a safe and repeatable process in place before they step in
the door.

ServiceNow provides workplace teams the tools they need to prepare for a safe working
environment with health screenings, socially distanced workplace, workspace reservations,
and automated escalation procedures for any potential outbreaks, while also keeping
employees informed and ready for their return.

CUSTOMER SPOTLIGHT

ServiceNow provided us with a flexible platform from

which to deploy workflows to mobilize our return-to-work
strategy for 23,000 office and warehouse employees
Coca-Cola European Partners used across six countries.
ServiceNow Workplace Safety Management
Nico Orie
to respond “at warp speed” across six different VP of People and Culture, Coca-Cola European Partners
countries—France, Great Britain, Spain,
Portugal, Belgium, and Bulgaria—to facilitate

40,000
a safe, careful return to work with the right in-office workspaces
tools and protocols in place. reserved in less than
two months

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A ServiceNow Workflow Handbook | Unforgettable Journey

Strive for intelligent, simple experiences

Service delivery teams were hammered during the rapid shift to a hybrid workforce when
thousands of employees picked up and started working from home overnight. Employees
are now asking more complex questions, looking for more answers, and need faster service
resolution than ever before. The answer isn’t throwing people at the problem. It’s working
more intelligently, leveraging automation, and providing simple experiences so that
requests flow smoothly through your team’s queue.

ServiceNow increases departmental efficiency by providing an agent workspace that

leverages machine learning, AI, and custom apps to help resolve employee requests faster
and streamlines how the flow of work moves between departments. Tools like Virtual Agent
take mundane tasks off the to-do list of your tier 1 staff and allows them to more swiftly
engage and address the inquiries that need a more human touch.

CUSTOMER SPOTLIGHT

We have a belief and methodology around five-star

service delivery on the things that matter to our
employees. We want to simplify their work so they
Sanford Health used ServiceNow to deliver
can focus on taking care of our patients and residents.
an exceptional service delivery experience
for its employees in the moments that matter, Darren Walker
Chief HR Officer, Sanford Health
developing a unified portal for employees
and leveraging Virtual Agent. Combined, they
were able to deflect 90% of potential cases.
Just 16 agents take care of 50k
employees across 25 states

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A ServiceNow Workflow Handbook | Unforgettable Journey

PART 3

The ServiceNow offerings that help you boost employee productivity

and engagement

HR Service Delivery
Create connected and engaging experiences for your hybrid
workforce, while improving productivity

• Provide your hybrid workforce access to HR, IT, and Workplace

services from home, at work, or on the road

• Craft a complete workflow that spans the enterprise, and

personalize these workflows with no-code tools to fit the
unique needs of departments, teams, and even individuals

• Meet employees where they are with mobile, chat, and virtual
agent self-service experiences.

• Optimize service delivery by improving operational efficiency

and delivery of services with clear insights surrounding
employee requests

Get more info here.

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A ServiceNow Workflow Handbook | Unforgettable Journey

Workplace Service Delivery

Create the ultimate workplace service experience with a
multi-channel, mobile-enabled solution that automates requests,
reservations and repairs so you can focus on what’s important –
keeping the workplace safe and running smoothly.

• Provide a safe workplace for each phase of your reopening by

delivering the right digital experience, engaging with employees,
and automating the steps for returning.

• Design and manage evolving spaces with smart tools to configure

floor space based on usability and optimized real estate spend.

• Give your workforce access to services anytime, anywhere with

the simplicity of interactive maps and automated tools for visitor
management, requests, and reservations.

• Provide employees the help they need, when they need it by

efficiently managing route workplace requests to the right team
member, department, or vendor.

• Get a real-time view of workplace services, requests, assets, and

cases to uncover valuable insights, trends, and opportunities so
you can make better decisions.

Get more info here.

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A ServiceNow Workflow Handbook | Unforgettable Journey

Safe Workplace Suite Legal Service Delivery

Manage essential needs and services for reopening by simplifying Modernize legal operations with efficient service delivery by eliminating
the complex workflows involved with returning to the workplace. silos and manual steps to make faster decisions.

• Comprehensive data that will give a complete view of your • G

 ain efficiency and increase practitioner productivity by replacing
readiness to reopen email tasks with automated workflows and enabling work on multiple
legal matters concurrently with an optimized counsel center.
• Identify and respond to employee exposure risk with data-driven
contact tracing. • M
 ake it easier to get help with a self-service portal for legal service
requests with automated responses for common legal questions
• Track employee vaccinations to help with workforce planning and and virtual agents.
workplace readiness assessments.
• U
 nderstand service performance and trends at a glance so you
• Pre-authorize business travel for employees based on safety status can anticipate legal service demand and drive continuous
of the destination improvement with real-time reporting and dashboards.
Get more info here. • K
 eep pace with the business by configuring and deploying legal
services fast with out-of-the-box workflows based on industry
expertise and best practices.

Get more info here.

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A ServiceNow Workflow Handbook | Unforgettable Journey

App Engine
Reimagine every process as a digital workflow. With ServiceNow
App Engine, you can build low-code apps quickly, with more creators
and less complexity, safely scaling cross-enterprise experiences that
users love.

• Empower more creators to bring their own workflow apps to

production quickly for mission-critical tasks. Design with best-
practice guidance and templates—all within a holistic low-code
dev experience.

• Accelerate process automation and show value quickly with native

integration and low code. Scale your workflows from simple to
complex, with consistency across the enterprise.

• Collaborate with no friction, enabling builders of all skills to code

harmoniously in a shared environment. Free business creators to
build apps while maintaining app quality and platform stability.

• Captivate users by delighting them in the moments that matter

with a modern unified experience that’s easy to understand. Build
mobile-first experiences using our intuitive, low-code designer.

• Seamlessly embed AI and analytics in every app to amplify

your work. Predict issues, make smarter business decisions, and
help people.

Get more info here.

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A ServiceNow Workflow Handbook | Unforgettable Journey

IntegrationHub
Low code integration native to ServiceNow workflows – all on
the Now Platform.

• Reduce ServiceNow integration development, maintenance,

and upgrade costs with out of the box spokes for 150+ of the
most critical business systems

• Integrate and automate any data or system to ServiceNow

without the need for specialized integration resources

• Create powerful, re-usable custom integrations to any legacy,

on-prem, or cloud system with Action Designer and integration
steps that jump-start development

• Get to value even faster with out-of-the-box automation

solutions for password reset, client software distribution, and
remote process sync/eBonding

• Simplify cross-enterprise multi-system automation by

embedding spokes in Process Automation Designer activities
and Playbook experience

Get more info here.

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A ServiceNow Workflow Handbook | Unforgettable Journey

Whether employees are working from

home, on site, or on the road, keeping them
Ready for engaged and productive has never been more
better employee important. ServiceNow Employee Workflows
drive digital transformation by boosting
experiences? employee productivity and engagement,
managing a safe and efficient workplace,
and reinventing new ways to work across
the enterprise.

• D
 eliver a unified service experience
that supports your hybrid workforce
from anywhere

• Increase self-service efficiency

• Safely return employees to the workplace

• B
 uild more mission-critical apps with
greater business alignment

Let’s workflow it. • R

 educe costs by improving shared
service efficienices

These natively integrated digital tools that

enable transformation are why your peers
at leading companies and organizations are
responding to this moment and are turning
to ServiceNow.

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For a deeper exploration of ServiceNow Employee Workflows, we recommend reading the
following documents:
ServiceNow Employee Workflows
Create connected, engaging experiences for your employees with digital workflows

The ServiceNow HRSD Book of Knowledge

Hear from our customers as they describe their employee experience journey with ServiceNow

The arrival of the hybrid digital workplace

Learn how Workplace Service Delivery can help remove barriers and make things simple within your facilities

Build cross-enterprise low-code apps fast with no sprawl

This solution brief introduces you to the low-code platform that empowers every creator

Ramping up for the new work reality

Discover how to build a return to workplace strategy that makes work, work better for employees with the ServiceNow Safe
Workplace Suite

About ServiceNow
ServiceNow (NYSE: NOW) is the fastest-growing enterprise cloud software company in the world above $1 billion. Founded in 2004 with
the goal of making work easier for people, ServiceNow is making the world of work, work better for people. Our cloud-based platform
and solutions deliver digital workflows that create great experiences and unlock productivity for more than 6,200 enterprise customers
worldwide, including approximately 80% of the Fortune 500. For more information, visit www.servicenow.com.

Sources:
1 An IDC Perspective: Driving the Right Conversation with the CxO in 2021 and Beyond, 2020

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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