What is a Workflow? And How is This Backbone Driving One of the World’s Most Valuable Companies?

Alright, let’s start with what we already know: A workflow is any automated, structured sequence of tasks that are carried out to complete a business process. Which usually involves the automation and optimization of business processes to improve efficiency and reduce administrative burden in a series of simple, repeatable tasks. 

Good news: Most of us get that concept. So why are we calling this a fundamental building block essential to ServiceNow's success? 

As IT and Business leaders alike both know: Building on the right foundation is the only way to drive long-term success. And because we're only just begun to see how an optimized workflow can drive transformational change in today's ever-evolving, AI-driven landscape.

With the rise of digital transformation, workflows have become an integral part of modern businesses. According to recent research by Market Research Future, the Workflow Management Systems market is valued at over $55 billion and is projected to grow by 30% by 2030. As such, organizations are increasingly adopting workflow solutions to enhance collaboration across departments.

In ServiceNow parlance, adapting and adopting this approach to structured, sequential work - connecting disparate departments and data silos across an enterprise, is where the power of the ServiceNow platform begins to stand out. 

Today, thousands of businesses worldwide rely on multiple workflows to ensure clean, accurate information reaches the right people at the right time. Whether in IT, customer service, HR, or finance, workflows help standardize operations and eliminate bottlenecks to drive business growth.

As workflows continue to evolve and integrate with cutting-edge technologies, they are no longer just a business tool, they are fundamental to a successful organization. 

So, we decided an ingredient this powerful might warrant a bit of a deep dive. Today, we’re going to explore what, exactly, is a workflow? And more importantly, is your current workflow working as well as it could for your organization?

Why Current Workflows Are Better Than Ever

Workflows have evolved far beyond traditional, manual processes and "digital transformation" initiatives that were initially launched in the early 1990's. (That's right, this article is going back to the 1900's!) 

What once required paper-based approvals, meandering email chains, and constant, manual human oversight is now baked into highly efficient, automated systems. Organizations now leverage artificial intelligence and machine learning to streamline operations. 

These innovations have redefined how businesses operate, making workflows more dynamic and customizable. Modern workflows are:

• Automated: This reduces human error and increases efficiency. Through automating repetitive and time-consuming tasks, organizations complete operations more efficiently, removing bottlenecks that hinder productivity.
• Cloud-Based: Employees can collaborate and access workflow systems from anywhere in the world, adding efficiency and reliability to remote work and global operations. Cloud-based workflows help reinforce security and provide real-time updates, but poorly managed clouds can lead to widespread exposure.
• Data-Driven: By using clean, structured data and interconnected processes, organizations gain deeper insights into performance trends, leading to more informed, increasingly strategic decisions.
• Integrated: Instead of working in silos, organizations can integrate ERPs, CRMs, and other business tools to create a cohesive workflow ecosystem, enhancing communication and cross-departmental collaboration across industries.
• Accessible: Workflows are no longer just for IT departments or process managers; they now integrate across all levels of an organization. Streamlined workflows also improve internal communication, ensuring that teams can work more efficiently with clear objectives and structured processes.

The Evolution of Digital Workflows

The concept of workflows has evolved significantly over the decades, transitioning from manual processes to highly automated digital systems. Prior to true efforts to unify and digitize business, teams relied heavily on paper-based workflows, where every approval, request, and communication had to be physically documented and routed through various departments. Defined by endless back-and-forth communications, this approach was not only slow but also prone to errors and inefficiencies.

As technology advanced across the transformation hype cycle, organizations moved toward email and spreadsheet-based workflows. While these digital tools improved efficiency, they still require a significant amount of manual input and tracking. Employees have to manage approvals and data transfers via email, causing the same delays and errors as before.  If anyone remembers the “kill email” rallying cry of the late 2000s – we’re still working on it! 

The next major shift came with the adoption of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. These software solutions allowed businesses to digitize and manage workflows more effectively by integrating different departments under a centralized system.

Today, AI-powered and cloud-based workflows represent the latest stage in workflow evolution. Businesses leverage AI and cloud computing to create intelligent, data-driven workflows. These modern systems enable predictive analytics, seamless collaboration, and real-time automation, allowing companies to operate with unprecedented speed and accuracy.

As we look to the future, the evolution of workflow automation shows no signs of slowing down.

Optimizing Workflows with ServiceNow

As it pertains to workflow, ServiceNow has innately built one key advantage into their platform that makes us believe it’s the one platform with the exact right ingredients: This ability to connect and structure multiple workflows with the same underpinning data layer across the entire enterprise. 

Whether you’re looking to automate IT Service Management (ITSM), improve your employee onboarding experience, find and track all your connected devices on a manufacturing plant floor, streamline and automate your six-approval deep procurement process or understand your database readiness to support your AI journey, the ServiceNow platform can stand up a workflow to meet your need. 

Through AI-powered chatbots, automated ticketing systems, and intelligent case routing, ServiceNow has made landmark changes in improving customer service workflows, offering seamless, cross-channel support. HR workflows also benefit significantly from ServiceNow’s automation capabilities; the platform simplifies onboarding, payroll, benefits management, and employee requests, reducing administrative workload and streamlining the employee experience.

ServiceNow also excels in cross-departmental workflows, allowing organizations to break down silos and improve collaboration. Businesses that have adopted the Integration Hub can connect different departments, automate handoffs, and ensure that all teams work within a unified digital framework. This level of integration allows for better visibility, real-time reporting, and strategic decision-making across the entire organization.

The Future of Digital Workflows

As organizations continue to get comfortable with (and then embrace) digital transformation’s next tectonic shift into the AI-era, the need for streamlined, automated workflows will only expand, regardless of industry. 

By thinking strategically on how to best leverage the power of AI-driven automation, cloud integration, and predictive analytics, companies can turn workflows into a strategic advantage. Organizations that maximize their use of advanced workflow solutions will not only improve efficiency and collaboration but also gain a competitive edge in an increasingly digital business world.

And far be it from us to make a dramatic, blanket statement like “adapt or die,” or “those who resist change face irrelevance.” But, the evolution of workflows is far from over.  As technology continues its seemingly exponential growth rate, businesses that evolve by optimizing their workflows will likely be the ones leading the way in shaping the future of work.