What is ServiceNow?
ServiceNow is a cloud-based platform that streamlines and automates various organizational business processes. Initially developed to manage IT service management (ITSM), it has evolved into a comprehensive platform that includes solutions for IT operations management, customer service management, human resources, security operations, and more.
At its core, ServiceNow offers a digital workflow framework that allows companies to optimize their services, enhance productivity, and improve collaboration across departments. By integrating various functionalities into a single platform, ServiceNow enables organizations to manage tasks more efficiently and respond to business challenges with greater agility.
Why integrate ServiceNow with Kissflow?
Integrating ServiceNow with Kissflow can offer several benefits for organizations seeking to enhance workflow automation, improve efficiency, and streamline processes. Here are some reasons why such an integration might be valuable:
1. Enhanced Workflow Automation: ServiceNow primarily focuses on IT service management, while Kissflow is designed for business process management (BPM). Integrating the two can help automate workflows that span IT and business processes, ensuring a seamless flow of information.
2. Improved Collaboration: Integration can enable better collaboration between IT and other departments (HR, finance, etc.). This ensures teams collaborate more effectively, sharing data and insights without manual data entry or delays.
3. Data Synchronization: By integrating these platforms, organizations can ensure that data related to incidents, requests, approvals, and more are synchronized across both systems. This reduces the risk of errors from data inconsistencies and improves decision-making based on accurate, up-to-date information.
4. Centralized Reporting and Analytics: The integration can facilitate gathering data from both systems into a unified reporting framework. This enables organizations to gain insights across various functions, helping to assess performance and identify areas for improvement.
5. Streamlined Incident Management: Kissflow can manage business processes that may trigger IT incidents in ServiceNow. By automating these connections, organizations can ensure that incidents are raised and tracked efficiently, leading to quicker resolution times.
6. Customizable Processes: Organizations often have unique workflows or processes. The integration allows users to customize these processes in Kissflow while leveraging ServiceNow's powerful IT management capabilities, creating tailored solutions that fit specific business needs.
7. Reduced Manual Efforts: By automating the handover of tasks between Kissflow and ServiceNow, organizations can reduce the manual work involved in data entry, approval processes, and notifications, allowing employees to focus on higher-value tasks.
8. Scalability: As organizations grow and evolve, their processes become more complex. Integrating Kissflow with ServiceNow can help organizations scale their operations efficiently, adapting workflows to accommodate new processes while maintaining consistency.
9. Cost Efficiency: Streamlining processes and improving response times can reduce operational costs. By integrating these platforms, organizations may achieve a higher return on investment by optimizing resource allocation and improving productivity.
10. Enhanced User Experience: A smoother, integrated experience can improve overall user satisfaction for internal users and customers by providing a seamless process flow, timely updates, and better communication between IT and business functions.
How to integrate ServiceNow with Kissflow?
- Inside your Kissflow account, click your profile picture on the top right corner of the screen and click Integrations from the dropdown. Now, click the New integration button to provide a name and description for your integration.
- Once inside your editor, set up a trigger step, for example, a Kissflow Process trigger event, When an item completes a workflow.
- After setting up your trigger step above, click the Add button () next to set up your action step. Search for ServiceNow and select an action event from the available options (as mentioned in the above table.)
- After choosing your action event, authenticate the connector. Click +Add an account and paste the ServiceNow Username, Password, and Subdomain address copied from your clipboard.
- After authenticating with your ServiceNow account, add relevant values against the ServiceNow form fields. You can hit Refresh fields to view all the updated fields in the selected ServiceNow form. You can also map ServiceNow fields from your trigger step or fields from your previous action steps. These values will be automatically added to item fields after the action is executed.
- After a successful configuration, test whether your ServiceNow action step is set up correctly by clicking the Test button. The connector will pull field data from your selected ServiceNow account and display it as a JSON output. Similar to the trigger step, errors are notified to you right away. Fix them before retesting the action step.
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Setting up a ServiceNow connector
After creating a custom workflow with your ServiceNow connector's action steps, switch ON the toggle button to activate the integration run. Once a trigger event runs, the relevant table data in your ServiceNow instance is updated.