Project Description
Our ServiceNow instance handles the full ITSM ticket load—incidents, changes, service requests, essentially every standard IT ticket we raise. Today many of those steps are still manual, scattered across e-mails and ad-hoc approvals. I need those repetitive touches removed and replaced with robust, auditable automation built directly in ServiceNow.
Scope of work
• Build advanced, rules-driven workflows for Incident, Change and Service Request management using Flow Designer (or the legacy Workflow Editor where it still makes sense).
• Orchestrate cross-module hand-offs so a single ticket can trigger follow-on tasks or child records automatically—no swivel-chairing across modules.
• Leverage IntegrationHub and REST/Scripted APIs where outside data or external approvals are required.
• Preserve existing SLAs, notifications and assignment logic; enhance them only when it reduces clicks or eliminates bottlenecks.
• Provide clear in-platform documentation and a short knowledge-transfer session so administrators can maintain what you build.
Acceptance criteria
1. An end-to-end demo covering one Incident, one Change and one Service Request shows the entire flow executing without manual intervention after initial submission.
2. All created or modified flows are named, version-controlled and commented for future upkeep.
3. Post-implementation report details time saved per ticket type and identifies any residual manual checkpoints.
If you have a track record with ServiceNow Flow Designer, IntegrationHub spokes and ITSM best practices, your input will be invaluable. I’m ready to move quickly once the implementation approach and milestones are agreed.