Workflow

In the context of automation platforms, workflow is a key component of the platform that defines the routes and rules for the movement of data, tasks and information between different process participants, system modules and integrated external applications. The basic elements of workflow that can be customized to meet the needs of a particular company: 1. A task is the basic element of any work. Tasks are divided into two types: - Single-step tasks: simple actions, such as getting approval from a supervisor or responding to a meeting request. - Multi-step tasks: require additional research or analysis. For example, when a Service Desk Specialist conducts an initial analysis of an incident to determine urgency and assign responsibility for resolution. 2. Process - A group of related tasks designed to achieve a specific outcome or goal. 3. **Workflow** \- combines all tasks and processes into a common system that allows you to organize people to work together to achieve a result. It includes the sequence of tasks, responsible persons, deadlines and other parameters. ## What is Workflow in simple words? In the context of information systems workflow is an automated business process model that defines routes and rules of movement of documents, tasks or information from one participant to another to perform various actions. For example, this is how a description of a workflow related to the work of the support service in a company might look like: 1. **Request receipt** \- the customer sends a request through the self-service portal, the system automatically creates a request and assigns it a unique number. 2. **Initial processing** \- the support manager checks the completeness of the request, determines the priority of the request according to [SLA](), assigns an executor from the required group of specialists. Sometimes this role is performed by artificial intelligence. 3. **Specialist work** \- a profile specialist analyzes the problem, contacts the client to clarify details, offers a solution or performs the necessary actions. 4. **Escalation if necessary** \- if the first line specialist cannot solve the problem, he or she transfers the request to the second support line. 5. **Quality control and closure** \- before closing the request, the customer confirms the problem is resolved, the system sends a satisfaction survey, and the request goes into the knowledge base for future use. At each step of the workflow, the system tracks due dates, sends notifications to process participants, and collects metrics to analyze service quality. Such workflow helps to structure the work of the service department and guarantee compliance with customer service standards. ## Capabilities of Workflow systems Workflow systems today provide a list of possibilities for optimizing workflows within a company. They allow you to: - **Comprehensively automate processes** Modern workflow systems allow you to automate not only individual tasks, but also entire business processes, covering various departments and systems. - **Optimize the use of resources** A system with customized workflows directs tasks to the right performers based on their competencies, workload and work schedule. When an equipment repair request is received, the system will automatically find an available engineer with the right qualifications and assign him or her the task. - **Comply with regulatory requirements** Workflow solutions help you organize your work according to regulations, so you can properly document and distribute your workload. - **Flexibly customize the system** Modern workflow designers are easily customized to meet business needs. A company can quickly create new processes and change existing ones without involving programmers. For example, set up a special order for processing premium customers or add additional approval stages.

## Advantages of using Workflow-systems Using Workflow-systems opens up a number of benefits for businesses and employees: - **Saving time by automating routine tasks** Automated tools take care of reporting, sending out notifications and processing data. HR professionals no longer spend hours manually filling out paperwork when hiring employees. Managers spend more time communicating with customers and strategic planning instead of spreadsheets. - **Increase efficiency by standardizing processes** Clearly defined steps and automated checks help avoid task errors. For example, in the accounting department, automatic checks prevent errors in payment documents. - **Improved quality of communication through timely and complete communication** Process participants are immediately aware of changes in their work. The system automatically informs about new tasks, approaching deadlines and delays. The project manager sees the workload of each employee, and the customer is notified of the status of their requests. - **Flexibility and adaptability** Workflow designers make it easy to customize business processes in the company and react faster to market changes. For example, when launching a new product or service, a company can update workflows in just a few days rather than creating new software solutions from scratch. ## Low Code and No Code Workflow [Low-code/no-code platforms]() allow you to create complex business processes without deep programming knowledge. With visual tools, business analysts and managers automate their departments' processes themselves. **Capabilities of low-code platforms:** - visual design of processes using drag-and-drop interface; - creation of complex logical conditions and branches; - integration with other ServiceNow modules and external systems; - use of pre-configured templates for typical business processes; - extending functionality using scripts for advanced scenarios.

**Business benefits:** - Acceleration of the cycle of development and implementation of new processes; - reduced dependence on the IT department when automating business tasks; - increased flexibility in adapting to market changes; - reduced development and support costs. [Low-code/no-code]() approach allows you to create processes by simply dragging and dropping ready-made workflow blocks. A marketer can customize the lead collection process themselves, while an HR person can automate onboarding of new hires. These technologies make automation accessible to all parts of the company.